Customer Reviews for U-Haul at Metcalf

Rating:

5.0

The staff were all extremely friendly, especially Kiana and Isaiah. Kiana was very resourceful in guiding me on the unloading process and gave clear instructions. I am very grateful to say that they have added to my positive moving experience! Thank you so much.

Rating:

5.0

Nothing I can think of. The process worked smoothly.

Rating:

5.0

The staff at this location is excellent. They were very helpful during our entire move process.

Rating:

5.0

Great service thank you. The lady at the counter was great. The young man that checked the truck in was awesome! Well done

Rating:

4.0

They did great.

Rating:

3.0

Sunday morning I waited 30 minutes to check in. Have another person at the desk.

Rating:

5.0

Keep up the good work

Rating:

5.0

Easy drop off

Rating:

5.0

Easy fast pick up. Friendly courteous service. U-Haul app worked great to speed things up.

Rating:

4.0

Put a sign in the overflow lot that it is not the “main” lot - i was very confused when my gps told me to turn into this “wrong” lot.

Rating:

3.0

The equipment was clean, but the trailer was old with lots of peeling paint. Wasn't a good look for U-Haul as I travelled down the interstate. There was only one person in front of me when I arrived and there were two people working the desk. The second person was focused on other things and the first person left to solve an equipment problem. Took me 45 minutes from time of arrival until I departed and most of that time was spent waiting.

Rating:

1.0

My original reservation was void due to equipment not being available. I specifically chose that location because of the mileage rate and knowing how far I needed to go. The new location option was almost 2x are, increasing my mileage charge drastically. I was told loud and clear that I needed to return the truck with a full tank of gas. When I got in the truck, it was not full and I have a time-stamped photo to prove it. I ended up filling up the tank at a gas station where I kept the receipt because I was under the impression I would be fined if I didn't uphold that. I have since learned I needed to only fill it to the same gas gauge level as I found it. That was never told to me and I feel incredibly misled. Gas is not cheap and these trucks have massive gas tanks.

Rating:

5.0

I always use this location. I have never had any problems with this U-Haul location and everybody is polite professional and very helpful.

Rating:

5.0

Microsoft system was down greatly slowing down checkin process but they communicated the problem didn’t panic and over rode the system in a timely manner.

Rating:

5.0

The person at the counter was SO kind! I let him know about my concerns and he appreciated my feedback. I will rent again from U-Haul. But only at a counter with a person.

Rating:

5.0

Great operation. Very efficient. Drop off went quickly and smoothly even though extremely busy.

Rating:

2.0

We waited in line for an hour to pick up trailer despite having filled out all paperwork online. Due to poor online reviews we selected a different location at booking; however, the booking was transferred to this location the night before because of lack of equipment at original location.

Rating:

5.0

Very friendly service

Rating:

5.0

Overall great experience. The staff, especially the manager, was extremely helpful. I would absolutely use this location again.

Rating:

2.0

The wait times are insane. Waited over an hour and a half just to pick up even after checking in online. The process is absolutely broken. There is no need for the pickup process to take so long. On top of that, only a single person working the counter on a Saturday morning. I've been to this location multiple times, and its the same every time.

Rating:

3.0

Very long line, 30 minute wait just to pick up a reservation. Need more than one person on the registers.

Rating:

5.0

Arminta provided excellent customer service. She was professional, pleasant, and helpful!

Rating:

2.0

My reservation was for 7:00 am. The associates arrived late, said the computer equipment was not working, then said the system was extremely slow, and ended up adding additional unwanted charges which I had not selected through the app. There is definitely no sense of customer service.

Rating:

5.0

The manager was cheerful and very helpful in all aspects of my rental.

Rating:

5.0

Thankful for the help and professionalism

Rating:

5.0

The guy working the counter when I picked up the truck was extremely helpful and awesome, fantastic customer service. Everything went smooth and would use this location again.

Rating:

5.0

Courteous check in. Full explanation and suggestion for best rental option. Cargo van was to have 3/4 fuel. It actually has between 3/4 and 5/8. Followed directions for photo documentation before leaving lot. Used all required and optional views. Last required photo of dash could not be uploaded due to max number photos used. System allows optional photos and then last required photo not possible. Needs software correction. Employee had to override to allow departure. Easy return and system picked best charge for miles driven.

Rating:

1.0

Rude. One desk person with an attitude.

Rating:

5.0

The staff was helpful and professional.

Rating:

5.0

Good service keep going 👍

Rating:

2.0

I was Extremely Disappointed with the quality of the AT that i rented. I rented for 5 days to take a trip with my car from Kansas City to Dallas. I made it no farther than Oklahoma City. Had to stop from 2 flat tires on one side. I understand flats happen. BUT in fixing the flat tires our service provider found the front bolt on the passenger side leaf spring was about to fall out. It had been loose for who knows how long, and no longer even had a nut on it. This could have caused a major accident if it would have fallen out. This whole ordeal costed us many hours of time before we were able to get back on the road. I would have given a one star but all of the Uhaul employees i dealt with were very nice and helpful. This review is for the poor upkeep of the equipment. I would like to add Uhaul needs to stop using 2 ply car tires on their trailers and go back to the 10 ply Actual trailer tires they used to use. Please Contact me as i have pictures of all the issues we encountered.

Rating:

1.0

With you all being in the line of transportation. Reporting the truck as stolen when the client has expressed a concern before you discovered your truck wasn’t back by the end of contract is unnecessary. People work hard at building their brand and reputation. I will not be back.

Rating:

1.0

Stop double charging people for a single rental it’s shouldn’t cost 418 at two separate charges (209) on a 165 total. That’s very poor way to do business and I won’t do business with u haul anymore unless it’s a prepaid card and not my bank

Rating:

1.0

We arrived at U-Haul at Metcalf (7740 Metcalf Ave., Overland Park) around 5:00 pm., October 9, 2025, with a tow dolly carrying our Honda Accord which was towed by our Honda Pilot. Upon arrival, we were assisted by a male associate with a beard. Unfortunately, the battery of our Accord was dead. My husband asked if we could unhook the Accord from the Pilot to jump-start it, the associate said no, citing safety concerns — which we completely understood. We then asked if he could help us jumpstart the car, he again refused, citing liability reasons. He then suggested we go to a nearby Honda dealership for jumpstart. Being new to this city, we had no better option but to take his suggestion, even though it meant driving into rush-hour traffic while towing a dolly in the city which is new to us. At McCarthy Honda, we were treated completely differently. One associate came out immediately to assist with the jump-start and then guided us safely out of their busy lot afterward. When we returned to the U-Haul location, the same associate instructed my husband to handle everything himself — unstrap the tires, loosen the chains under the dolly on the ground, and disconnect the vehicle. At our previous U-Haul location in Cape Girardeau, the staff always handled these tasks for us as part of their service. When I mentioned this, this Metcalf associate just repeated the liability reasons. Throughout the entire time we were there, he kept repeating one thing: If I do this or that for you, I will get fired. While he may have intended to follow company policy, this repeated response made us feel dismissed rather than supported. We have been loyal U-Haul customers for many years and have always had positive experiences — until this one. This visit left us feeling very disappointed. We hope U-Haul will review the customer service standards at this location to ensure better assistance and consistency across your stores.

Rating:

2.0

More staff. No one inside to help customers. Waited 25 minutes and found her outside having to help an employee. Suggest a sign be left at cash register letting customers know it will be awhile and a few blocks down Metcalf they can rent a truck at Home Depot.

Rating:

3.0

Issue was my original pick up location was changed when the equipment I was renting was not returned. I was not notified. I had made reservations weeks prior to pick the trailer up. And had to drive across town to get the trailer that wasn’t returned on time. Additionally I was no able to return my trailer to my original requested location on 3100 Main St in Kansas City. I had to drive across town again to return the trailer. Bottom line, I made reservations at a close location and had to drive out of my way just because someone else couldn’t return the equipment that I had reserved.

Rating:

2.0

The system was down at check-in, which apparently happens often. Every direction you look is a sign that tells you to download the app for self check in, which does not work either. I arrived slightly before my rental pickup time, and left an hour later after waiting in line for the employee to punch in all information manually. Uhaul needs to invest in its IT in the future.

Rating:

3.0

It wasn’t clean and I seen a roach but I made do and was able to get done what I needed to get done

Rating:

2.0

I was given a vehicle I finder and this wasn’t explained to me.

Rating:

3.0

The app. I picked up the U-Haul truck with the app. It didn’t work. Pictures page never changed.

Rating:

4.0

The wait in line could have been shorter, and there was a little gravel left in the trailer from the previous user.

Rating:

1.0

The equipment was great, but the service was terrible. There was a backlog of customers with one attendant, so it required about an hour before my trailer was hooked up. I live close to this location, but usually drive another 10 miles to Lenexa because this level of service is the norm at this location.

Rating:

5.0

Great experience moving.

Rating:

5.0

Andrew did a great job checking us in. There was a line of 6 different guests. He was fast, efficient, informative, and friendly. Everyone and everything was amazing. k

Rating:

3.0

The lady chewing sunflower seeds and spitting them into a bottle while she helped me at the counter grossed me out. The truck I rented ran fine but could have been a bit cleaner. And the U-Haul website needs to be more honest about the cost. A $19 rental becomes nearly 5x more with the fees you discretely shield. Just be up front with the cost.

Rating:

5.0

Friendly people.

Rating:

3.0

The 19.95 daily rate for the pickup becomes $84.26 automatically: minimum mileage charge of 30 miles @ .89/mile = $26.70 required insurance: $15.00 Taxes and fees: $22.71 Should at least include the 30 mile minimum in the advertised price.

Rating:

5.0

Awesome

Rating:

3.0

Slowest sign in experience

Rating:

3.0

The Service was Great, Love the people there, so friendly, just that place needs a Face lift It has been there as long as I can remember which if Forever but it needs to have some TLC..

Rating:

2.0

Staffing was too low to handle the customers during check out and check in The process to reserve a trailer was difficult. My reservation was changed from Lenexa to Grandview and after I called, moved to Metcalf but only after I got charged for an extra day I did not use. I was not told about other car haulers available so the process and customer service was poor. Uhaul has been more available however after this experience, I will look elsewhere

Rating:

5.0

I tried to check in online and it seemed that after going through all the steps and answering all the questions, I had to do it a second time to actually pick up the truck.

Rating:

5.0

Great service and helpful employees.

Rating:

5.0

Very easy to pick up and return.

Rating:

5.0

Beeno

Rating:

5.0

nothing it was so easy an help was fantastic

Rating:

5.0

Used the app to check-in, everything went really smooth. Everyone I talked with was kind and helpful! Equipment worked great, no issues whatsoever!

Rating:

4.0

Issues with vehicle: 1. Drivers door handle was loose and hard to close. Left front tire sensor was malfunctioning (per desk clerk) and showed a low tire. Interior light was loose and hanging by wires. Interior had some rocks and debris on the floorboard. (nothing too bad but it was not clean) STAFF WAS HELPFUL AND COURTEOUS. Check out employee was also helpful and courteous.

Rating:

5.0

The staff was very friendly and helpful. The self-return option was a great option.

Rating:

2.0

I should went to Home Depot!

Rating:

5.0

uhaul moves my belongings from Maine to Kansas. Uhaul was very pleasant to work with and I was very pleased with their service.