Truck missing window crank knob on driver side, extremely dusty in the cab and had dirty floors. I did online check in. An employee came out and insisted on checking me in after I had done the process on my phone. They told me it wasn’t accepting my drivers licensee but it was already accepted on the phone. Once her system caught up, she saw it was fine. Then she left to help another customer in the middle of check in, so I had to finish on my own on my phone and pay. Key was not in the lock box per mobile check in. The employee still had it. She came back and said I didn’t do my emergency contact which I did. I gave it to her, the system even told her that contact was already in the system so she made me give a second one. After this she told me I hadn’t paid. Again, I had already completed the check in and was told by uhauls mobile check in that I could just get the key from the lock box and head out, but because she had the key I could not. I ended up having to show her my credit card statement to know I was charged and finally got to leave after losing over 30 minutes. The check in process itself isn’t bad but that employee needs training. Mobile and in person check in are both fine but the issue was the employee trying to mix the two. I’ll be back if I ever need a truck but will end up just using the other locations in town. Thanks for your time reading
Alec D
Corner Market
(U-Haul Neighborhood Dealer)
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One-Way and In-Town® Rentals in Wichita, KS 67226
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- 2.5 Average Customer Rating
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I was extremely disappointed with my truck pickup experience. I specifically reserved my truck for 9:00 AM and completed all of the requested online check-in steps ahead of time, including uploading my driver's license, providing an additional contact person, and entering my payment information. I did this specifically to make the pickup process as quick and efficient as possible on moving day. When I arrived at 9:00 AM, I informed the attendant who I was and that I was there to pick up my reserved truck. Instead of helping me, he immediately walked away and spent several minutes on speakerphone while continuing to assist other customers. After nearly 10 minutes, he finally asked for my ID, despite the fact that I had already uploaded it online. The frustration only continued from there. After another lengthy wait, I was told I needed to go into the back office and re-enter all of the information I had already submitted days earlier, including my emergency contact and payment information. When I explained that I had already completed those requirements online, I was simply told I had to do it again. No explanation was provided as to why the online check-in process had apparently been ignored. By the time I finally received the truck keys, it was 9:22 AM. While 22 minutes may not sound significant, moving days operate on tight schedules. I had already arranged for friends to meet me at my apartment at 9:30 AM to help with the move. As a result of the delays, I arrived late while people were waiting on me, creating unnecessary stress and putting us behind schedule before we had even started loading the truck. The most frustrating part is that I went out of my way to complete every step in advance specifically to avoid this exact situation. The online check-in process felt completely pointless, and the lack of urgency or communication from the staff made an already stressful moving day even more frustrating.
Tabitha C