Customer Reviews for Storage Plus
(U-Haul Neighborhood Dealer)

194 reviews

37 River St   Waltham, MA 02453

(781) 916-9373

Hours

  • Mon-Fri: 9 am - 5:30 pm
  • Sat: 9 am - 5 pm
  • Sun: Closed

Services at this Location:

Contact Us

(781) 916-9373

37 River St
Waltham, MA 02453

Services at this Location:

Hours

  • Mon-Fri: 9 am - 5:30 pm
  • Sat: 9 am - 5 pm
  • Sun: Closed
  • 24 hour customer return

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.

Overall Rating:

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Rating:
5.0

Great friendly customer service.

James K. 
Rating:
5.0

Customer did not leave a comment.

VERA Y. 
Rating:
4.0

Has to be easy when you have international driver license. And the truck wasn't clean when I took it, when I let you know in my return back, you were charging me $25. Was ridiculous because I used the truck for a few hours. And I didn't do it I was like that. But about everything else, was perfect.

Debora G. 
Rating:
4.0

Overall good in and out service. Van was dirty and due to the times we are in, I really did not appreciate peanuts and hair inside the Vans driving area. Otherwise good.

carlos C. 
Rating:
2.0

Our contract was for a 9:00 a.m. pickup. Person did not even arrive to open the U-Haul store up until 9:25. No apology or explanation given. This was very inconvenient for my plans. I had also paid for a utility-dolly. There was no dolly available when I asked where it was? I want my $10.00 credited to my account. Made the items we were moving much more difficult without the dolly.

Eileen H. 
Rating:
2.0

Arrived to find out “my reservation had been removed”—site worker had no further info. He clearly didn't understand your policies either. I have since learned that we were in the wrong showing up 36 minutes not within 30 min of our reservation time, but that took three additional phone calls with 15 min+ wait times to find out. In the end, we got a truck. We moved what we needed to move. The man at the site helped us. But we already had a bad taste in our mouths and then your return system did it work and neither did your chat help. In fact, this is tour first reach out to me despite my requests (multiple) that uhaul respond to me. So am I likely to recommend uhaul Again? The jury is still out. My truck was fine, your customer service on the ground came through in the end despite not having our truck, your phone team was great, your chat help was nonexistent. I'll give you a solid “ go In with your eyes open” and “don't expect Too much”

Patricia U. 
Rating:
5.0

Great job

NORMAN N. 
Rating:
5.0

Excellent no complaints

Lois B. 
Rating:
2.0

Customer did not leave a comment.

Kraig G. 
Rating:
1.0

Better customer service

Dan L. 
Rating:
4.0

Customer did not leave a comment.

WILLIAM S. 
Rating:
5.0

Customer did not leave a comment.

Edward C. 
Rating:
5.0

Customer did not leave a comment.

PATRICK S. 
Rating:
5.0

The attendant is excellent proficional. Em 5 minuts I got the car.

Elienson S. 
Rating:
5.0

know more information about the movers, thanks

Kamal K. 
Rating:
3.0

The online/after-hours vehicle return process needs to be fixed. When I tried to return the van I rented after hours, I tried to complete the online steps for returning a vehicle after hours. I couldn't give my location on Chrome even after I explicitly gave Chrome and the UHaul page permission to access my location, so I installed Firefox. I could now give my location, but now I couldn't upload a picture, even though I was perfectly able to take pictures through the browser. So I called customer service, but they were "all busy assisting other customers" at 11:30 PM on a Saturday, so after ten minutes of waiting, I called roadside assistance, who attempted to transfer me directly to a customer assistance agent, but somehow the audio coming through to me was a combination of both the UHaul hold music *and* the roadside assistance agent talking at the same time, which made everything unintelligible. I never even got to talk to a customer service agent, as my phone died while I was waiting to be transferred. Also, I rented a dolly alongside the van I rented, but the location UHaul sent me to to pick up the van (Storage Plus) didn't have any UHaul dollies. It was only through sheer luck that the owner of Storage Plus was willing to let me borrow one of Storage Plus' dollies. Otherwise I wouldn't have been able to move what I needed to move, and I probably would have needed to go to another UHaul location just to pick up a dolly.

Nicholas M. 
Rating:
5.0

Customer did not leave a comment.

Martin S. 
Rating:
5.0

Customer did not leave a comment.

Keith D. 
Rating:
3.0

This location has very few vehicles. The equipment is always dusty or dirty.

Tanisha D. 
Rating:
4.0

The vehicle had a fuel tank 3/4 full when I picked it up and didn't have the time to go through the Covid-19 restrictions and let the attendant know. I filled it up before dropping off.

RICHARD JAMES R. 
Rating:
3.0

the process to get the keys to the truck was a real pain.to return the truck was almost as bad.the, inside floor of the truck was not clean and covered with dirt.

Howard L. 
Rating:
3.0

Van was not ready when we arrived. Had asked for dollys and when we got there we were told they did not have them. This is crucial for a move so we had to go to Home Depot and purchase.

Robert F. 
Rating:
4.0

The instructions that you needed to use an ap wasn't clear. Also that there was a cleaning fee.

MARY L. 
Rating:
1.0

We arrived on time and were told that the person manning the store had not been trained on uhaul products. We'd have to wait for the manager to arrive. He finally did about 45 minutes later which almost made us miss our movers on the other end. When we went to return the van there was a hand written sign on the door that said back at 4pm which meant we would have had to wait another 1/2 hour. Luckily the original person showed up about 10 minutes later and let us in. All in all it was a very frustrating experience.

John R. 
Rating:
3.0

Computer processing delays caused lengthy delay in checking out and getting final receipt.

Ron G. 
Rating:
5.0

Customer did not leave a comment.

Anurag M. 
Rating:
5.0

Customer did not leave a comment.

Ryan S. 
Rating:
5.0

Customer did not leave a comment.

brian S. 
Rating:
5.0

Customer did not leave a comment.

Jose J. 
Rating:
5.0

Perfect, simple, easy, charges were exactly as I anticipated! Very pleased with the service of this location!

Lynne P. 
Rating:
4.0

when using the app to return, the FIRST direction is to return the keys in the drop box. THEN you are asked to take pics of the odometer, etc. If you have returned the keys in the drop box you can't get into the vehicle to upload the pictures!

Paul W. 
Rating:
1.0

The main issue wasn't the location but rather your online system and costumer service. I was supposed to pick the van up at 8:30am with the phone but had to wait until 9 for the store to open because the website wouldn't let me take the truck on my own. It insisted I need to wait for the store to open. When the guy showed up (late) and opened the store he said the van wasn't returned properly so that's why I couldn't pick it up with my phone. I don't see how this was my problem and why I had to be so late. I only got the van at 9:30, and hour late. I had spend 30 minutes on the phone waiting for costumer service but there was no answer. Then when I needed to return the van, the website couldn't find my GPS location for some reason. There was no indication of how to solve this issue. Again I waited on the phone and chat. Eventualy half an hour later the chat responded. I tried to stress that I need to solve my issue quickly as I was standing in the dark and felt unsafe but the chat representative was very slow and didn't offer solutions. Until she finally said the one thing I should have been told to begin with- that I need to download an app to do this. Why not tell me that in the first place when I rented the van? I expect to be compensated for this poor and negligant service but it seems like this is how uhaul operates - with no regard to costumers and a bad system in place. So I wouldn't be surprised if no one even reads this complaint.

DOR H. 
Rating:
5.0

Customer did not leave a comment.

RYAN K. 
Rating:
3.0

Using the app to get the truck was a bit of a scavenger hunt I feel that the direction should be laid out first so you're not going back and forth trying to figure out what you're supposed to be doing. But once you figured it out it was super easy and I really appreciated being able to use the app and pick the truck up earlier than the location opened

Courtney G. 
Rating:
4.0

Customer did not leave a comment.

Daniel P. 
Rating:
4.0

Customer did not leave a comment.

Zhilong H. 
Rating:
1.0

Probably will never use U-Haul again. I had a reservation on a Friday night, the online pickup service was unavailable. Was on hold with customer support for 30 mins before giving up. Wasted a night. Went the next morning for my reservation and then was overcharged for 30 miles. Was eventually reimbursed but no apologies or general remedies other than being charged what I was supposed to be charged....after a Headache of wasting a night And being overcharged $43. Will not recommend to friends or family and likely will not ever use again. A disgrace of a first experience with U-Haul.

john C. 
Rating:
5.0

Driveway was difficult to pull out of, directly into a busy intersection. This is difficult with a UHaul having never driven one.

KATHERINEL R. 
Rating:
5.0

After hours drop-off

randi D. 
Rating:
4.0

Had a lot of trouble with the online sign in and return. Thankfully the employee at the desk could help.

matthew S. 
Rating:
5.0

Customer did not leave a comment.

Janmejay S. 
Rating:
5.0

Very nice customer service. Easy to rent and return. Would recommend

Cynthia C. 
Rating:
4.0

Customer did not leave a comment.

martin G. 
Rating:
5.0

The associate was very helpful. I made a mistake with the rental timeframe, and he found a way to schedule another rental within a timeframe that worked for me.

nicole M. 
Rating:
2.0

Customer did not leave a comment.

john W. 
Rating:
5.0

I had asked for furniture pads but did not receive them. Uhaul reversed the charge and even threw in a few dollars for the inconvenience. I appreciated that.

Mahesh L. 
Rating:
3.0

Vacuum Or sweep the cargo area and fold or remove the living pads

Benjamin B. 
Rating:
3.0

The brakes were not good. The cab was in disrepair.

Joel G. 
Rating:
2.0

Improve mobile pickup. Response time was very slow on chat function.

Kevin L. 
Rating:
5.0

Got the job done.

Alan L. 
Rating:
5.0

I really liked the app. There is nothing noteworthy to suggest for improvement.

Charles H. 
Rating:
5.0

Customer did not leave a comment.

mark F. 
Rating:
5.0

Customer did not leave a comment.

STEPHANY A. 
Rating:
5.0

Great manager who got me setup quickly and explained everything perfectly. Very friendly!

ALEX K. 
Rating:
5.0

No improvements needed.

DAVID L. 
Rating:
5.0

Customer did not leave a comment.

Griggs F. 
Rating:
5.0

Customer did not leave a comment.

MARTIN N. 
Rating:
3.0

The U-Hail web site said they were open til 5:30pm on Tuesday, June 23rd, 2020. I wanted to speak with someone because I had some issues. However, when I arrived at 5:05pm, the doors were locked. Also, it was not clear where to leave 15' rental truck. Nevertheless, I used the U-Haul App to drop off the truck and keys.

Ira P. 
Rating:
3.0

Customer did not leave a comment.

Joseph G. 
Rating:
2.0

Make your website be more reliable and not crash when I an checking in to get the vehicle. Stop making the process so time consuming and lengthy.

Noah D. 
Rating:
4.0

Customer did not leave a comment.

JESSICA B. 
Rating:
5.0

Bad location for cell service. So took longer than it should. But overall was good.

Jason F. 
Rating:
3.0

I had trouble using the website on mobile and had to download the app to complete the transaction. For that reason, I've given the location an average rating as there really was no location experience. Also, while I benefited from a larger truck (15' vs. 10') than the one I ordered, there was a guarantee while ordering that the truck I ordered would be there. It was not, so I'm not sure what to do with your failed guarantee. Don

Donald D. 
Rating:
1.0

This place is truly terrible. I've always had fantastic experiences with U-Haul all over Massachusetts. This place was awful from start to finish. I reserved my truck and equipment far in advance. First I get an email saying that size truck was not available. Fine, accepted the smaller truck. I chose no counter pickup so I could keep my schedule for moving that day. After endless looping and errors on the website, finally get to a page that tells me I have to go to the counter anyways. I wait in line, when I get to the front I'm told "we aren't a uhaul we just contract with them" with no explanation as to why the no counter pickup didn't work. They had none of the equipment I had rented in advance. "We don't have that kind of stuff." Then why was it an option? Why didn't you tell me before now? I ordered two packages of moving blankets. "We have one available from a previous rental but they're not folded. They're in the back." Great. Thanks dude. Pickup and drop off area is very difficult to navigate. I finally get the truck, which was recently used and definitely not cleaned, and complete my move. Less than 10 miles driving total. I drop the truck off with warning signs EVERYWHERE stating not to park there or there would be a fine. I do my best to park as far from these signs as possible and hope for the best. I get my contract back, over $150 in mileage charges?! They said I drove over 100 miles which is ridiculous. I barely used 1/8th tank of gas! I called this place, and I'm told the manager isn't around. I show up in person, I'm given a random number on a sticky note. "We aren't a uhaul we just contract with them. Call this number." Number goes to an anonymous voicemail. Fed up, I call uhaul main number twice, after being told I need to work it out with the location, I demand a manager, and I'm told I will just be told the same thing again. I insist. Manager Terri comes on the line. I plead my case. Terri completely understands, apologizes on behalf of Uhaul, and refunds me for the extra mileage. Of course I still paid for the remainder of my contract and rounded up to 10 miles since I didn't have any photographic proof of the true mileage. I wasn't looking for any restitution, I just wanted to make sure I only paid for what I used. Terri was the saving grace for uhaul and the reason I will continue to use them. However, I will never again use this location. Beware!

Rory A. 
Rating:
5.0

Great job and awesome customer service!

Meganne S. 
Rating:
5.0

Customer did not leave a comment.

Karen J. 
Rating:
5.0

service agent was very friendly and answered all my questions

Douglas G. 
Rating:
1.0

The vans tail light broken and have smelled inside the gas 1/2 full please

Mustapha M. 
Rating:
5.0

Customer did not leave a comment.

Fanny V. 
Rating:
5.0

charge of 1.09/mile is excessive when you also require I fill the trucks gas to full. The federal rate for reimbursement is .59/mile. This rate includes depreciation of vehicle, gas, insurance, repair costs. Had I known about this charge - I would have rented at Home Depost/day rate which has no mileage charge. Thought you should know this.

Jane L. 
Rating:
5.0

Great customer service

Paul B. 
Rating:
5.0

The staff on 2/3 were exceptional. They were friendly and efficient and helped me out happily. Although, I would like to know who designed that fucking “parking lot”.

Lila M. 
Rating:
5.0

Customer did not leave a comment.

Cody J. 
Rating:
5.0

Great staff very friendly, professional and helpful.

Paul B. 
Rating:
5.0

Customer did not leave a comment.

elizabeth F. 
Rating:
4.0

Website confusing as the quoted price did not adjust when the drop off location was changed. Also, the quoted price did not flow thru to the drop off location even though I had several confirmations (verbal and online) of what the final price would be. Also I was told I would receive a credit for returning the truck early yet I did not receive one.

nancy D. 
Rating:
5.0

Staff person who checked me in was excellent and efficient.

Dennis C. 
Rating:
3.0

Communication between other U-Haul stores when dropping off a truck to a different location

Daniel H. 
Rating:
4.0

Customer did not leave a comment.

Rebecca B. 
Rating:
3.0

Customer did not leave a comment.

Rustam M. 
Rating:
1.0

I am furious. I have called for months to fix Uhaul's mistake. Giving us a 1/4 full gas tank and charging us when we returned it with 1/2 a tank. We got less and returned with more and customer service never reversed the charges. Horrible experience.

Sharon M. 
Rating:
4.0

What's with the 6$ credit card charge. Really?

bolivar H. 
Rating:
2.0

I have rented here before and it has been great. Not this time. The vehicle was not cleaned and there was low tire pressure. I was returning on Sunday and this location is not open on Sunday. I asked if all I needed to do was put the keys in the box and he said yes. But you have a new on-line system for returning. I tried to use that but you were asking for mileage and gas level. I had already put the keys in the box and could not open the vehicle to get that information. Also, the system needed my phone set-up with location services. Because this is an option inside of an option it took like 15 minutes to even get the system to work on my phone and then I did not have the information you needed. It was frustrating because I was not made aware when I rented that I was going to need to do this. Unfortunately (our fault) when we returned the vehicle my husband left his phone in the van. I returned this morning just before the store was to open at 9 am. No one arrived until 9:10 at which point I was asked to wait outside in the rain until they had the computer set-up. So another 5 minutes or so go by before they are able to help the 3 customers who were already lined up.

Francie K. 
Rating:
5.0

Customer did not leave a comment.

william O. 
Rating:
3.0

Big problem was that my truck was parked in by other u-haul trucks so I couldn't pick it up with my phone as I intended, and I had to wait 2 hours for the store to open. Once the store opened they straightened it out right away.

Devon W. 
Rating:
3.0

Parking situation is terrible Also I would not use the online check out again, the rep just stopped responding.

Nicolas H. 
Rating:
1.0

We ordered the truck and dolly for the move, the confirmation said everything was set and available. When we got to the location the dolly/ hand truck wasnt available, they also didnt have any straps for the truck. So we could barely get everything moved.

Paige B. 
Rating:
5.0

Customer did not leave a comment.

Todor R. 
Rating:
4.0

We tried to make a reservation online and nothing worked without an error message that made any sense. Finally called the operator who made the WRONG reservation, however the desk clerk managed to make something that more or less worked. However, upon returning the truck (directly to desk clerk), I got a call two days later asking whether I'd returned the truck, when we'd returned it after less than 2 hours! The gentleman behind the desk was a bit overwhelmed, but was very helpful. The lack of efficiency for such an established company was really rather surprising and disappointing.

Greer S. 
Rating:
4.0

Customer did not leave a comment.

Christine C. 
Rating:
1.0

I had a terrible experience at this location. I had reserved a truck for 1030, and when I showed up the location was closed with sign on the door that said 12:15. I tried calling the number on the door and they tried getting ahold of the manager but were not able to. I was on the phone with Uhaul for an hour trying to get a key from the lock boxes but after an hour of talking me through how to set it up there was no key available in the box-the person at the store front hadn't even bothered to make my truck accessible. Finally someone showed up around 12:15, but I was almost two hours late to deliver the work that I needed to. Unacceptable.

Genevieve C. 
Rating:
4.0

Customer did not leave a comment.

Rebecca C. 
Rating:
2.0

Customer did not leave a comment.

Vincent P. 
Rating:
5.0

Great service before and after!

Jake S. 
Rating:
4.0

Customer did not leave a comment.

James N. 
Rating:
5.0

Customer did not leave a comment.

Charles P. 
Rating:
1.0

The truck size we ordered was not available so no ramp and even no hand cart. We bought boxes that we could not use and can't return them at this location.

heidi B. 
Rating:
5.0

Everything was excellent, especially the customer service. Highly recommended!

Pietro C. 
Rating:
4.0

The app and web sites weren't useful AT ALL for doing the self pickup. I worked with the friendly man from RI but if he wasn't there I don't know how I would have ever figured out what to do on my own.

Kali P. 
Rating:
4.0

Customer did not leave a comment.

Alexandra R. 
No reviews have been submitted for this location.

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