I was told had I rented from that location I would not have had problems with the truck when I told them my issue. I pointed out that it would have cost more money. It was way to much money for equipment that was not in great shape.
Jennifer MCustomer Reviews for U-Haul of Lawrence
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.
The facility was fine, and the staff was friendly. My comment is related to the equipment. The truck had a broken windshield, which Uhaul was aware of. There were stickers on it already. This is a safety concern, and should be repaired before renting equipment to another customer. The brakes on this truck need attention. They do not work well. The parking brake seems to be nonexistent.
MATTHEW HCustomer service was good. The truck was fine, except the Uhaul reeked of smoke, and on top of that, I found an empty swisher sweet pack with weed crumbles on the dash. Like someone rolled a blunt up there and left the mess. I threw it out and rode with the windows down for fresh air. It wasn't visible from the drivers side until I saw the reflection in the window as I was driving, so I understand how they missed it, but dang! Wild to find actual drugs leftover in my Uhaul.
LEAH EGot run around from staff when calling about phone left in truck. Not good experience, just seemed fishy the way they acted.
DVID DEasiest return I have ever experienced!
Dale WGood and efficient service.
Dean GPast rentals of a pickup truck for a couple of hours would cost me like $50-$75. the $19.95 in BIG NUMBERS on the trucks are a complete sham ... I had the pickup for 2 hours and drove it 70 miles. $130+ is a ridiculous amount to pay for that. I won't be back.
KEVIN CActually help the customer & give correct information. Or tell them because college kids are moving that you jacked the price up for that weekend and maybe I should wait for the next weekend.
NICHOLAS RThe U-Haul I rented smelled like marijuana. Now all of my belongings are permanently damaged with the aura of marijuana
MARIO TLocation personnel were helpful and courteous and walked me through the entire process. They also assured me that the 26 van was a one way vehicle and usually the best maintained. This vehicle had only 17,000 miles however multiple warnings and issues during the drive from KS to UT. Had to search internet for after hours phone number to talk to someone who could talk to someone else that knows about the truck. Perhaps I got the one that missed the normal routine checks.
CHRISTOPHER LThe man at the time I returned the trailer was extremely rude and threatening That was the second time he had been that away. First time was a previous rental would not recommend to anybody.
MICHAEL TToo easy! Great drop off point!
Rob HOur reservation somehow got mixed up and we were charged an additional $500+ for returning our car dolly to the wrong location, despite scheduling a one-way trip for everything and confirming the one-way trip when we picked the truck up.
DILLON FCame to pick up a 15' truck and a tow dolly for a one-way trip. The employees were super helpful, we paid for our reservation and they suggested we pick the tow dolly up after we loaded the truck. We scheduled to pick the tow dolly up the following evening. When we came back to pick it up, the woman at the front desk seemed new or poorly trained. She tried to charge us again and apparently changed our reservation to have the tow dolly be a return, instead of the one-way, so we were charged an additional $520 for incorrect drop off location.
Jenniferr SThe team is excellent need I day more? I enjoy chatting with them when I get a trailer 5x8 style. Keep this team happy they do a great job.
STEVEN ETishawn was awesome! He was patient and thorough with me.
Reuben JThe staff on site were truly amazing very helpful , polite. Your lick to have the staff you do working there on 05/03/2025-05/04/2025. The staff was awesome.
MARK CGreat service!
ROBERT SI have never been there, possibly wrong email..
RAMIRO TCould not complete reservation I made online. Created a new reservation and was going to charge me for multiple days when I only needed the trailer for 3 hours. Computer system or users need upgraded.
MATTHEW DBest customer service ever--my go to U-Haul dealer
Howard PI wouldn’t recommend the movers I obtained through your website but the truck was ok
MARGARET MNothing you can do to improve just wanted to let you know that the two gentlemen had helped me for 2 days straight were extremely patient and did everything in their power to make sure that I could run a vehicle so I really appreciate it and I hope you guys recognize them first thing
Robert LGreat
Theodore TTop notch customer service. Responsive and communicative.
EUGENE KDrop off was quick and easy!
TELISHA CQuick, friendly and fast drop off!
Jacob DThe service was outstanding!!
JAMES TExelence in custromer service
JOSE LI got there at 7pm and the guy told me I wouldn’t be charged for another day and I was anyway. $58 extra when I didn’t keep the U-Haul but for 1 day and a few extra hours that they told me was okay because I called in advance.
Amanda WI setup my reservation online. Originally, I scheduled for a 7:00 AM Pickup and a 3:00 P.M. Drop off. I told them when I picked the truck up that I would not drop off until around 4:00 PM. I was told that it would not be an issue, and that I could even drop off the keys in the night drop if they were already closed when I returned. However, when I dropped off the truck at 4:00 PM, the person checking me in stated" "I did not charge you for dropping off the truck late". When I explained that I had talked with the person earlier, he just doubled down that I should have been on time.
KEVIN AExcellent customer service
Nancy DThese guys are amazing , from top to bottom all have a positive attitude. Know their job very well.
JANICE WFilling the tank to a specified amount does not work. Without running the engine while filling the tank, it was impossible to only fill based on the recommended amount. Consequently, I nearly filled the tank. U-Haul should provide a refund for the amount I overfilled.
JONATHAN LSuper helpful and kind staff.
JODY WThey entered the wrong information in regards to the truck I needed to use the trailer for this ended in me renting a trailer that was too small for the truck I need to moved then they tried to place the blame on me saying that I told them the wrong make in Mile I filled up the gas tank completely full $85 they refunded me 20. The truck smelled like homeless people had been living out of it. Overall it was a bad experience dealing with the customer service at the counter over the phone I was assured it would be the right truck and trailer and then I didn't know until it was too late. So yeah no it was awful experience from beginning to end and to make matters worse I needed to have things moved in a timely manner and I was left $160 short and a transaction that should have never happened as well as a wasted day. I'll make sure that people know in the future when dealing with U-Haul that that the people you speak to don't know anything and you should read everything and make sure that they enter everything correctly before accepting any contract
JOEL NAlways friendly and helpful
MATTHEW MVery easy to rent and very nice staff.
Kasandra TGreat service plus quality equipment are the norm for U-Haul of Lawrence. Thank you!
CALEB GI experienced a slow to very slow processing due to IT issues. Although the location manager was able to help with my rental thru the 24 / 7 truck share rental application. The persistence in completing the transaction went above ad beyond. Thanks to Calab
BENJAMIN SThe staff was great. The truck however, left a lot to be desired. The drivers seat belt was broken and we had to listen to the alarm for 2 1/2 hours. Once at our destination, my husband- too nice to say anything to the dealer, had to Jerry rig it to keep it from alarming. The whole cover was broken off of the seat belt fale end, so they had to knownit was not in proper shape to rent out! We have used UHAul alot but from.now on we may use another provider. Every disappointed!!
JANET AThese guys were amazing, super fast, and hard workers!!!
MICHAEL MYou could teach your employees to be very transparent when explaining the prices and fees. I was told one price and was charged 50 dollars more then told price. I will not use this location again because i feel like I was taken advantage of. I have used this location many times for in town and out of state rentals. This is not ok and obviously a new norm at this location.
CANDRE PVery nice staff very clean rental. Could not have done a better job
DONALD MThe people working didn't even look me in the eye or say hello
Ann AEquipment worked great and had no issues. Returned vehicle without any waiting time or issues whatsoever.
BRADY JGreat service
DOUGLAS MThe guy who helped at the desk was phenomenal. Make sure you keep him happy!
CHARLES OThe entire experience was quick and easy. The staff member that helped us was friendly and did a great job of assisting us.
Ann PI have always rented box trucks from a big box home improvement store because it was easier for me. Then they canceled my reservation the night before I needed it with no explanation or restitution. I scrambled to UHaul and learned they reimburse if anything falls through with the rental. Now I just finished my third rental agreement to transport my move from about 100 miles away and I've been more than happy with my experience each time. The trucks have been in good enough condition and the employees have been really helpful -- each of my rentals has been on the weekend and the staff was always quick and courteous. This location has plenty of trucks and I will continue to use them for my future moves in Lawrence.
ETHAN PWorked great - good value
CODY PI was told at the Olathe store I would not be charged $29 if I brought the truck back with 1/4 of a tank because it was on empty when I picked it up. The girl in Lawrence said she doesn’t know about that and charged me a fuel charge. It seems weird one person told me one thing, and even highlighted it on my paperwork, and I was charged anyway.
TRAVIS AThe guy I dealt with yelled at me over the phone because I dropped it off at a different location even though I had permission to drop it off there from the corporate office!! And then he charged $600+ for it!! I
shannon mCan't improve perfect
STEVEN DEverything went very well. Truck was top quality, and the employees were friendly.
Douglas MThe customer service at this location couldn’t have been better. From the assistanc
Richard BNight time drop off, no human interaction.
Anita MNothing, my experience from start to finish was top notch.
ELBERT GI can only comment on the interactions I had with UHaul of Lawrence during the drop-off and pick-up of my UBox. Customer service was great. Colleen was very communicative, helpful, and efficient.
Jacinta J | Overall ExperienceI would like to file a claim for both location - From/To
Mary C | Overall ExperienceExcellent
Tom G | Overall ExperienceThe U Haul representative was extremely helpful. We didn't realize we needed notify when we were picking up and she went out of her way to ensure we were able to get our UHaul Pod the same day. TYVM
Wade P | Overall Experiencevery professional. very helpful. the team kindly directed you to get in and out in no time!
John J | Overall ExperienceThanks
stan h | Overall Experience