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

221 reviews

37 River St   Waltham, MA 02453

(781) 916-9373

Location 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:

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

Customer did not leave a comment.

Christina P. 
Rating:
5.0

This visit was nice and easy Thank you

PATRICK M. 
Rating:
3.0

There needs to be better communication when things are not available especially when they are important for moving

Jordan F. 
Rating:
5.0

Customer did not leave a comment.

Allison P. 
Rating:
5.0

Customer did not leave a comment.

Jonas B. 
Rating:
3.0

Friendly guy at the counter was able to work through my confusing and screwed up reservation order and allowed me to drop off the truck.

Andrew B. 
Rating:
1.0

I made a reservation for 6/25/21, No. 28772594, for a van on 6/28/21. I had to call to set the reservation because your online system could not set it up. It took a lot of time to do this. I was assured all was set. Before pick up I called the pickup place and was assured again that my reservation was good. This morning I went to pick up the van but I was told they didn't have any vehicles. I left the place and had to struggle for other options. Two other U-Haul sites close to me never answered my calls. I eventually got my wife to pick me up and we went to a different location. I was able to rent a van with order No. 98404468. This afternoon I returned the van by 6 PM after the office was closed, a time estimate which I had mentioned to the employee. He said to leave the key in the special box. I also received a text message telling me to verify the drop off by activating a link to your website. The other option was a "convenience" fee of $20 to do this if I chose not to use the link. I did use the link but after three attempts to log in the message was that the time had lapsed and I was not able to verify the drop off. All I did was to enter my password. Time lapsed just by typing a few letters and numbers? Your service leaves a lot to be desired and your ineptitude caused me to lose precious time, and aggravation this morning as others were depending on me to deliver parts in a timely manner, needed to perform an installation. I refuse to be charged the "convenience" fee since I was prevented from using the link because of a very faulty webpage. By the way, this has happened before to me. When will you improve this part of your operation? Best regards, G. Velasco

Guillermo V. 
Rating:
4.0

Customer did not leave a comment.

Kyle F. 
Rating:
5.0

Customer did not leave a comment.

John B. 
Rating:
3.0

I was unable to rent a dolly despite having it be on my order. This isn't an unusual request and the facility. Also, this is the second time I have rented and have been unable to return the truck using the online feature. The verification of location, despite my settings being correct, has never worked.

Julie D. 
Rating:
5.0

Customer did not leave a comment.

Thomas P. 
Rating:
5.0

I thoroughly enjoyed our experience with this UHaul location, particularly in working with the store manager, Mailo. Our van was on time, clean and waiting, and even though part of our order was unavailable, he worked with us to find a good substitute. Just a wonderful experience all around, with quick check-in online and an easy return. We'll be using this location - and Mailo! - any time we ever need a U-Haul again! Thanks for a wonderful experience!

Katherine V. 
Rating:
3.0

It was hard to know where to park. The manager was very accommodating and helpful.

Helen L. 
Rating:
5.0

Customer did not leave a comment.

Lusi W. 
Rating:
2.0

The location was closed. There were no signs for parking, no information about rental procedure. Had to use the Uhaul app which had numerous technical errors. After many repeat efforts, it took a remote Uhaul service person 45+ minutes to get me a key. Overall I was delayed by a long, long time.

RICHARD G. 
Rating:
3.0

Be aware that U-Haul does not do all preliminary vetting prior to the virtual truck check-out process. The check-out process took 40 minutes and they will call your alternate contacts prior to using the truck. This has to be done on-site and the 40 minutes was included in the total rental time. In the future, I would show up 45 minutes early if you feel you need the entire rental time.

Eric B. 
Rating:
4.0

Customer did not leave a comment.

Ayelet L. 
Rating:
3.0

This may not have been the locations fault but my reservations have been canceled and I was not notified. I had to make a new reservation. Luckily the truck I had reserved was still there. Also some of the equipment that I had requested such as a hand truck was not available at that location. However the location did allow me to use a furniture dolly free of charge so I do appreciate that. The employee who works with me was very helpful.

Matthew E. 
Rating:
4.0

Customer did not leave a comment.

Yuanwei C. 
Rating:
2.0

No one was at the location, then when I called I was on hold for almost 20 minutes; no one ever picked up, had to use online chat function. When returning, the first step in the instructions says “put keys in orange box”. The second step says to take a photo of the odometer and gas gauge, but you can't do that if you already put your keys in the box. So, both pick up and drop off were complicated, confusing, and took too long

Timothy S. 
Rating:
5.0

Customer did not leave a comment.

Derrek J. 
Rating:
5.0

Customer did not leave a comment.

BORIS G. 
Rating:
5.0

For a last minute rental this could not have gone any better.

Patrick O. 
Rating:
5.0

From the checkout process to getting everything right with the moving truck, the staff here was fantastic.

Patrick O. 
Rating:
5.0

Customer did not leave a comment.

jessica M. 
Rating:
5.0

Customer did not leave a comment.

Shrirang D. 
Rating:
2.0

Customer did not leave a comment.

Michael F. 
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. 
No reviews have been submitted for this location.

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