I rented a U-Haul for my niece to move into her first apartment. I was concerned from the start as the place is next to another business and parking was difficult. The stairs into the building are not ADA compliant, nor are the stairs into the actual office. My niece helped me as I use a cane when on unfamiliar ground/possibly dangerous grounds. My niece was added to the contract as she and her parents were moving her things into her place. This was my treat. She finished early and went to RETURN the U-Haul 10-foot truck. She was told she was not on the contract. I added her to the contract; the young man took my order and added her to the information. She was told she could not turn in the keys as she was not on the contract. She parked it and contacted me. I told her I would return Saturday morning, as we had until 10:30 AM to return the truck. I received a call at 7:48 AM that the keys needed to be returned as the truck was blocking another business and it would cost $50. This was a LIE as my niece parked the truck where we picked it up yesterday, along the curb facing Wyandotte Street. Nothing was blocked. My sister was in the car with me and my niece when we picked up the truck. I received 2 more calls about the keys although it was not 10:30, the time we were to turn in the vehicle. I get to the place and use my cane to get into the building and into the office space once I am in the building. I am dismayed there is no ADA compliance in this business. I wish I had used a U-Haul place further from me, as I have never encountered this in a business. Reminder again: we had 24 hours to return the vehicle, and we were well under the 24 hours. The Nicole person informs me that I will be charged $174. for an unauthorized driver, yet my niece's name had been added to the paperwork on Friday. WHAT HAPPENED TO $19.99? This Nicole person is a rude and unprofessional person as she is telling/challenging me in the lobby of the U-Haul business while other patrons are present. I will dispute this charge and will never so much as look at this particular place again. Friends and family, avoid this place. It is not ADA compliant nor friendly to senior citizens. U-Haul, this business is beneath you. Professional Development is needed, as is personal staff development, including knowing how to treat customers. I have been renting from U-Haul for well over 40 years - as a present to my college kids, storage for myself or family, moving furniture, moving sports equipment, etc. Never have I dealt with anyone trying to take money from me and via lies about blocking a business to an unauthorized driver. Get a professional to run this place and get ADA compliance immediately. I WANT MY MONEY BACK. We picked up the truck at 11:07 AM on 10/30/26 and attempted to turn in the vehicle at approximately 5:30 PM on 10/30/2026. My niece was not allowed to turn in the keys. I turned in the keys today 10/31/2026 and was met with a new charge of unauthorized driver, perhaps because it was obvious the returned truck was perfectly parked and not blocking the adjacent business. U-HAUL this was a trash experience, and I have rented in Kansas and Missouri: Kansas City, Manhattan, Lawrence, Gladstone, Columbia, Topeka, Olathe, Denver, etc. I WANT MY MONEY BACK.
Ruthie P
Applegate Enterprise
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Gladstone, MO 64118
U-Haul has the largest selection of in-town and one-way trucks and trailers available in your area. U-Haul offers an easy moving process when you rent a truck or trailer, which include: cargo and enclosed trailers, utility trailers, car trailers and motorcycle trailers. Combine your moving efforts by renting a truck and a trailer from U-Haul today.
Services at Other U-Haul Locations
Customer Reviews
- 4.5 Average Customer Rating
Let us know what you think.
Your valuable feedback will help us serve you better.
Verified Customer Reviews
Every review is tied to a real U-Haul reservation or contract.
How U-Haul Reviews WorkQuick service, friendly and professional. Thank you!
Samantha BFriendly service. Thank you.
Matt UOverall good experience.
Anna HWhy would I recommend U-Haul at this point? You completely dropped the ball with my reservation and put me off schedule, costing me more money in hotel and gas expenses. You promised to call me back with some sort of resolution, but you decided to ignore it. 2026 standard business practice.
Sonya S