I made a reservation for the location on Troost for 6 hours and was switched to a different location with a 4 hour reservation without adequate notice. I got an email and a text with an updated address but nothing that said "Hey by the way we just totally changed the whole reservation you made." How is anyone supposed to know to scroll to the bottom of what looks like a confirmation notification and double check that the address is the same? This made me late for my pickup because I started driving towards the Troost location. Then when I finally found the truck it was parked behind the strip of buildings that had the key pickup. The app just said "Go get your key!" No indication of where to go. I had to walk about a block looking around and eventually saw a license plate sized sign for uhaul on a convenience store. When I called to try and get clarification it went straight to "We're not taking calls right now and voicemail has not been set up, bye!" Then when I was checking in I had to answer a bunch of the same info I had filled out when making the original reservation. Then app says your rental qualification is being reviewed. It just sat in that status for about five minutes. No indication of whether it was working or just frozen. Why wouldn't that have happened when I made the reservation and not after I've made plans and shown up to pick up the truck? Finally the app experience was buggy. I had to take the pictures multiple times because it wouldn't upload them. I figured out that I had to add a picture and go back to the previous step each time before adding another picture for it to upload.
STEPHEN S
Customer Reviews for Midtown Market
(U-Haul Neighborhood Dealer)
Testimonials From Recent Customers
Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.
I want a full refund. My experience was aweful.
Alex NThere was no dolly, I paid for one, but they did not have a dolly for me. It made moving much more stressful.
Thomas FThe guy ar Midtown Market was very helpful.
COURTLAN HThe location and the people there were excellent. Your website sucks out loud.
PATRICK ZNo one knew how to process check in or out. Both clerks were trying to simultaneous check grocery store customers out while processing the U-Haul transaction. Because of the delays in their part, I was charged an additional Hr.
Tom CThe 20 foot trucks needed maintenance in order to drive. Ollie the small one was available. I rented it anyway, but did not fit my needs. It cost me more money than it should have. The service was good. They need a way to print out a receipt.
JOHN Tfire they gay dude at the register, he has no clue what he’s talking about
KIMBERLY DWorst experience I've ever had. Took me over 2 hours just to get my U-Haul in the morning. 6 different phone calls later, 3 empty lock boxes, different locations and I finally got my Uhual. Not to mention didn't have the requested equipment I needed when having to switch locations. Late to close on house and almost late to get out of previous home. Will be using a competitor next time.
Ritter BThis location accepted my reservation for an electronic mobile app check in and it was meant to be for a one way trip. When arriving for check in at 7:30 am the app said their was no equipment assigned to me. I called the phone number given and when finally connected with a rep I was told they did not set up my reservation correctly. I had to wait until they opened at 8 am and that is when they told me if I wanted the size I requested and they approved, I would have to bring the UHaul back to them even though on my online reservation I put one way. I had to accept bringing it back due it being a Sunday and most UHaul locations are closed. This took away 2 hours of my day due to their negligence. Would not recommend renting a Uhaul from this location to anyone.
BREANNA MTeach your employees the proper steps to book a vehicle, make sure the vehicle is clean and running well (the transmission in this one was terrible and I felt unsafe), I was not told I had to fill up the gas and it was my first time ever renting a vehicle. Also 90% sure it has mice living in it. This location was terrible.
CASSANDRA TI want to be a partner... I loved this whole process
VERONICA SUnfortunately, just a few miles outside of Kansas City, we started experiencing engine issues. While maintaining a consistent speed, the engine was fine. When the speed dropped or you tried to acclerate, the motor started coughing and would not accelerate until you let up on the gas and slowly accelerated. I informed the drop off location that the engine needed to be checked out. I don't know if they serviced the vehicle or not.
GARY PThe people were super nice but didn’t seem to know what they were doing. I was not able to make any changes to my reservation, and they didn’t have the extra equipment I had reserved.
Brett WTruck cab was dirty. Had previous renters trash. Steering wheel seemed loose. Would rock front to back.
MARK KTo let the person know at this location the name of person whom picking up.
Jacqueline BWhen we picked up the truck, the workers were very confused and were giving us incorrect information. There was also a language barrier which made it difficult to communicate with them. There was a homeless person sleeping right by the front door of the location. The pickup took about 30 minutes LONGER than needed due to their confusion.
Chris WThe young lady that helped me check in and eventually back out was extremely nice. he had to figure out how to work the system which was not an issue because I was not in any hurry. I returned the truck an hour earlier than scheduled and left the key in her hands. Two days later I received a call from a male at the market and he accused me of not returning the truck then said I didn't leave the key. I explained what the young lady looked like that assisted me and he told me he would check with her. I didn't hear back, so I assume he found the key. The rest of my experience was great.
Shannon W