Everybody was really nice and helpful
Matthew BCustomer Reviews for U-Haul Moving & Storage at Mass Ave Boston
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.
The lady was very short & seemed like she didn’t care to help, the guy was real helpful and the exact opposite of the lady. Kudos to the gentleman, to the lady good luck
MICHAEL AThe visit was awesome. Customer service was excellent. Thank you so much. God bless.
donald hVan drove like crap, and the manager was rude and acted like he did not have time to service us.
Brandon TThanks!
Gloria AGreat service
GEORGE HThe Customer service rep at the location was amazing. This was the same person who helped me with getting my propane a couple of weeks ago and they were the same professional informative and very nice. Great job.
Lori MI have used this location to move a couple of times, and have had a terrible experience every single time. This past weekend I went to this location to get a truck to move some furniture, and it was the best experience I've had at UHaul. All the employees seemed to be in a good mood, and having fun with their coworkers, while still helping the customers coming into the store. I didn't catch his name, but the man who helped me get my truck on Saturday morning was an absolute pleasure and so helpful, he truly went above and beyond. Just wanted to shout him out, and say that the staff who were working on Saturday morning 4/6 were all lovely.
Pascal BEverything good
EDWIN DYour virtual check in and out process is incredibly annoying let me talk to a human!
DEREK BI was not a satisfied customer. The truck was not clean and it smelled like cigarettes smoking, the radio didn’t work , the try was driving funny and there was no gas in the truck when it I got it. I have a video and I would like to have my money back. The truck was not in a good shape. A the experiment was horrible!!!
charmaine sRate too high
danny nNothing customer service was great
eileen mLa persona que me atendió Sofía mereces un 10’de 10 muy amable y complaciente
erinson pMake sure someone announced that one line is too buy products and everyone else should use their phone. I went into this location and it was chaos. All Spanish people were going to my rep and it took him over a half hour to help me from being interrupt. Than a girl with piercing all over her face got loud with a customer/ very disrespectful.
APRIL CRobert was the best working I ever had coming to U-Haul he good at his job thank you
mahamat aGreat service! Robert was very helpful. He got me in the truck only a couple mins after I got there and he was very kind.
Jeet KGood job
SHOLADEMI JKarla/kayla was amazing I cant remember her name but she went above and beyond
Klirisha R | First ImpressionsRobert was amazing
devone mAll the people who are at the front serving the clients give bad service, they hang up the phone, they express themselves badly, there is no good service for the client, at least what they worked on yesterday 4/2/2024 we went to complain about why they took 69 dollars from my card after renting the Uhual and it was a terrible
Jose RAllow longer access after business hours, please.
OLUPEGEDE O | Overall ExperienceStaff at 985 mass ave is great and very friendly . Karla deserves a raise and promotion for her great customer service.
Bruce H | Overall ExperienceTo much Hidden fees I was told it was 90.00 a day when book this last rental end it paying $145.00 for it
Joao COur U-Haul Rep was fantastic!! She was attentive, patient and knowledgeable. She accommodated are requests for storage location as best as she could. My only feedback is that the freight elevators were out and the only notification we had was a note on the doors.
Cynthia PEasy app rental
LUIS DGreat personal, quick customer service. Get them in and get them out works very well.
PHILIP BRobert was extremely helpful and knowledgeable, helped with some overcharges and saved me a lot of headache.
Isadora FWas glad oersonnel available with this new drop off system. Better with personnel.
timothy hCheck inside the cargo vans to make sure they are clean. I received mine with a lot of dirt and debris in the back.
LOWELL BI arrived at the pickup location after the location was moved the prior day. I had arranged to perform a remote pickup, but it wouldn't allow me to do a remote pickup because the truck was not prepared the night before. I was told that I would have to wait until opening hours to arrange the pickup. Then I met Robert, one of the employees at this location. He arrived to work early with a few of his colleagues, and when I asked them if they could help me before opening hours, Robert was the one who stepped up and helped me get the truck before opening hours. The others started to explain that I would have to wait until opening hours. Robert went above and beyond on a day that would end up being a long day, and I am grateful. He got me in the truck only a few mins after my scheduled pickup (other than the 30-45 mins that it would have been otherwise), and is a rockstar!
Corey FJoy & Bryant are both great representatives for the UHaul brand and very good and customer-friendly! Front bumper cover fell off the truck I rented in the first 10 minutes of my journey so that was disconcerting, but other than that everything went well, thank you!
Daniel MI have only rated this 5 stars so you don’t penalize your likely underpaid employees. They have done nothing wrong. However, even though you lovely overpaid corporate overloads will never read this, I’ll take this moment to point out that your new check in UX is insane (I had to photograph my license front & back 4 separate times & myself 3 times) & unclear (there is no longer an option to photograph or otherwise document existing damage to vehicles nor instructions regarding your gas policy). You charge $25 if we return furniture pads unfolded?! I’m sure this is not going back to your employees. On the whole, needlessly ridiculous (again, NOT THE FAULT OF YOUR EMPLOYEES) & Byzantine.
Lindsay BBrenda R was very helpful and professional. The U-Haul app needs work, could not pickup my Truck Share 24/7 using the app as it could not find my location. Using my phone's web browser did work however.
CHIMUEL AI was helped by a gentleman by the name of Brian he was very efficient very professional and everything went very smooth during pick up and returning the equipment. Customer service is excellent. Thank you.
Newton JEverything good
EDWIN DExceptionally pleasant moving experience!!! Mass Ave staff are the best!!!
Judah SEverything good
EDWIN CI liked the service
ANDERSON BI didn't like it when I had to climb up stairs to get to storage, and I had rat dropping in my storage, always had a problem with my payments when it was paid.
joanne j | Overall ExperiencePerfect place and nice and clean convenient And very easy to order online easy enough for An elders to use
Kevin G | Online Move InMaybe explain the total cost of the equipment when it is quipped for more than 24 hours.
antonio vTienen un servicio excelente
JULIO PContinue giving excellent service
helen bI was her two day ago it didn't take this long
karlena lThe emergency brake wasn't working properly it was on and not working.
delores aExcellent 👍👍👍👍👍
CRISTHIAN SRobert was awsome thanks
TERRANCE RThere were legit drugs (pills and other paraphernalia) found in my unit when I visited it. I wanted to speak to someone about it but the line was so long in the main office I couldn’t wait and just swept it up and disposed of it myself. There were also many homeless people inside the storage facility, one appeared to be living in her unit (had music playing and a fan and was lounging with the door open).
Lauren C | Overall ExperienceVery satisfied with helpful staff!
Justine EI did not like that my tire light was on for low pressure and the service oil indicator on dash. I had to pull over and check a rear tire twice.
JONATHAN RI don’t appreciate the website conflicting with the store and having to fight and prove the point. I don’t appreciate it taking this long to close my unit considering I have been asking since January 2024 for it to be closed but instead it was never closed and the bill kept racking up, and no matter how many times I told the employees who called (who by always said they would call me back with an update and never did) no one ever closed my unit.
tawanna s | Overall ExperienceReally great team at this location. Everyone was super helpful. Shout out to Robert who was really helpful and cheerful!
Osman TCustomer Service Rep was excellent.
Sadie PEvery time so far I have used the uhaul app in the last year, my rental process has taken 45 minutes or more due to app glitches, location problems, or just missing buttons in the app. I have to call customer service and it is a pain and time consuming. This was my 2rd time with this happening and additionally the time it took to address this was listed as shortening my rental time. Not a great experience overall.
Christine PI hadn’t moved in 6 years so it felt overwhelming to have to suddenly move due to factors. Robert made this a more pleasant experience helping me on multiple occasions getting the many boxes that became necessary for me to pack. He had a friendly energy and was patient as well as humorous to break up the stress of moving. From boxes to even a van rental I hadn’t planned, I appreciate having him assist me.
Therese PI would like to thank Robert for his wonderful customer service and Michael as well
Claudia pEverything good
Edwin CCan't say enough good things about Robert. From when I walked in the door to when we got all of our things into the unit, he went above and beyond to helpful and supportive. We changed our plans and minds a lot, and Robert went with the flow. He was so friendly, knowledgeable, and flexible. We likely wouldn't have ended up putting our stuff in Uhaul storage and only rented the truck if it wasn't for Robert. We had planned to store things elsewhere, but he changed our minds! Will use Uhaul again if we get to work with him.
Lyman M | First ImpressionsCan't say enough good things about Robert. From when I walked in the door to when we got all of our things into the unit, he went above and beyond to helpful and supportive. We changed our plans and minds a lot, and Robert went with the flow. He was so friendly, knowledgeable, and flexible. We likely wouldn't have ended up putting our stuff in Uhaul storage and only rented the truck if it wasn't for Robert. We had planned to store things elsewhere, but he changed our minds! Will use Uhaul again if we get to work with him.
Lyman MHuge shout out to Robert. He made our experience so easy and seamless for what is normally a stressful day. His kindness and lighthearted demeanor made moving day a joy!
abby yWhen your customers return the vans you should always note the time the van is returned . Because I returned my van at 830am and it was not put in as returned at 830 but at 11am. I was charged. When I should not have been charged.
Katherine BRobert who served me was amazing and really made the experience easy and enjoyable as this was my first time renting a U-Haul. I also forgot something in the vehicle and staff quickly located it and got it back to me. All in all great experience.
Tajudeen SComplicated to get started.
Von JRobert was an absolute dream to work with!!
Anthony DWe received a van with a padlocked door and no key…and drove to our destination before finding out. We didn’t receive an apology and we are disappointed.
Kieran LPlease check the right signal light and the windows are going down slow and then they are hesitant to go back up. Otherwise great !
Carmen MTerrible customer service in the front desk
jose sI was charged for a dolly and blankets and the items was never in the truck plus whoever used the truck before me was smoking marijuana in the truck and left behind ashes and other smoking items truck smelled like marijuana I will probably never rent from location again
Dewayne CCould not communicate at drop off about radio, charging areas not working
SUSAN DThe only issue is that i was over charged.
SHANTEL YSo I went to take a photo of the inside of the trailer while returning the truck, There were two junkies inside it who tried to attack me. I don't know that was very scary.
RAJIV RGreat service
wilshnaida mI had to return the UHaul van cause there was heavy cigarette smell, right tire 🛞 was low displaying on the screen
JEAN DThe staff member Robert at U-Haul on Mass ave was very helpful and made my experience super easy and informative. He helped me through every step of the process and made it very easy to understand while being super polite.
MALIK M | First ImpressionsEverything was excellent 👌
Sharon J | Overall ExperienceStaff was accommodating, efficient and friendly. Very impressed
Michael AThe staff at U-Haul 985 Mass Ave was the best I ever been associated with the young ladies in there treated me with respect and went far and beyond of any issues I had you need to hire more staff like them would definitely recommend anyone who needs a storage to come to your U-Haul 985 Mass Ave Boston thank you
Michael C | Overall ExperienceThe 9' van I reserved had a cracked passenger side rearview mirror upon pick up, which was a bit of a bummer, but the customer service was incredible. Friendly and knowledgeable. Especially the U-Haul customer support - I spoke to one U-Haul agent about the mirror and she was very nice about it, and I spoke to another when I was having some difficulty turning the vehicle on. She told me to wiggle the steering wheel and it worked!
Dominick DThis was a very fast and easy pick up and drop off.
Jennifer LCustomer service was very helpful, patient, and knowledgeable about my van rental, as well as talking me through all of the new policies that the company has added.
Nicole SGuy that heloed me at counter was so efficient Pleasant guy
JOSEPH LBrenda was awesome. So helpful. Thank you
Graeme B | Overall ExperienceGood Customer Service.
JULIANA D | First ImpressionsThis young man of color who appeared to be a manager was helpful, courteous and attentive. There were a few things going on at the same time and as a customer service person myself for over 30 years he handled it with professionalism and patience. I was impress.
stephone w | First ImpressionsEverything has been great, however I am still waiting for my refund of my monthly charge. I moved out on the date of the billing cycle. I have called twice and was told the manager will approve and send the refund, but am still waiting. Been over 1 week. Can you please help. Jerry Beaudion 312-218-0385 jerrybeaudion@yahoo.com
Jerry B | Overall ExperienceI was very very happy with your service
MALACHI C | First ImpressionsI Loved The Fact That Its Across The Street From The Rental Trucks Where We Can Pick - Up - Go And Return Everything With No Problem And Within One Trip.
Darlene H | Overall ExperienceRobert gave me great customer service and I appreciate that. Thank you!
STEVON W | First ImpressionsThey wouldn’t help me find the unit. Plus when I had trouble paying they sold hundreds of dollars of merchandise for $40. Ty. I’m definitely not paying the remaining money owed.
james k | Overall ExperienceThe kid, Rober,t was super helpful. He took extra care to make sure that I was all set with my van rental and move-in. And the facility is massive, so he took care to make sure that I could find my way to and back from my storage room by personally walking me to and from the room. Thumbs up to Robert! It's rear to get service like this nowadays.
joel c | First ImpressionsA man named Robert helped me, he was very nice.
FRANCIS M | First ImpressionsRobert was GREAT! He had excellent customer service, was very friendly and professional. I really appreciate him making my second experience with Uhaul even better then the first!!! THANK YOU!
Ana H | First Impressions🤙🏻
stefan f | First ImpressionsThey listen to your problem and make sure to find someone that can solve the proble with respect
ursula s | First ImpressionsI'am very satisfied with my store rent from uhal, thanks
MATILDO M | Overall ExperienceMy experience in general was very good, the only problem was my account that it never appeared that I had the storage, so I had to call to understand that everything was fine.
ISABELA A | Overall ExperienceI love the convenience of having the U-Haul truck rentals across the street from the storage unit so when I'm ready to retrieve my belongings I can load up and out with no problem . Staff where pleasant and very helpful thank you !
Darlene H | Online Move InEmployee are very helpful and understanding and I thank you everyone for God blessed all🙏♥️
marie d | Overall ExperienceMy experience with this UHaul location for storage was awful. I’ll review it in two parts…. A short top 10 list of complaints: 1. Lack of interest in customers and lack of care with customers’ belongings 2. Staff damaging belongings and lying 3. Upon finally accessing unit, discovery of unwrapped and damaged items, mystery boxes not packed by the customer 4. Lack of assistance during the pandemic, staff unresponsive to emails and calls, resulting in delayed access to storage unit, extensive damage to belongings 5. Terrible experience with the location’s staff - they are rude and unhelpful 6. Issues with water damage, unfulfilled requests to move items to UBox, disturbing observations of facility conditions 7. Double charging for storage units, lack of cooperation with moving helpers 8. Storage rent increased with no added value 9. Undue stress, expenses for cleaning supplies and replacements 10. False information from staff about obtaining keys, inconvenience, and delays A more detailed narrative of my poor experience: My experience with the Boston Mass Ave. UHaul location has been awful. It seems like this is the most disorganized, incompetent organization I have dealt with in many years. I will say from the start that I have also dealt with the Pittsburgh Liberty Ave. UHaul location and the experiences are like night and day: at the latter, the people are kind, willing to help, and offer useful input. The people at the Boston Mass Ave. location are rude, seem to want to go out of their way to be unhelpful and inconvenience customers, and seem to get pleasure out damaging customers' belongings and lying. I used a UHaul location for storage in 2019 because UHaul was national and I figured it would be easier to get stored items from one location to another easily. Man, was I wrong! I also thought that UHaul being known nationally meant I would get quality service and have my items SAFE. Man, was I wrong! Looking back to times prior to renting storage when I simply rented a van from this location to move within the Boston metro, I recall the experience was always unpleasant too. There was always a miserable half-hour or longer wait to get to the counter. Maybe I should've seen this as a red flag. I gave them too much benefit of the doubt that storage would be fine. When I put stuff in storage at this location in 2019, I didn't anticipate leaving it there as long as I did, but I didn't anticipate all of the travel challenges of the pandemic either. I had tried contacting UHaul for help with this multiple times -- to no avail. They were absolutely unwilling to help... ...and, really, it's rather convenient that by being unwilling to help, they got many, many more months of rent out of me. They only stood to make money out of me by being unhelpful! I should further add that my storage until rent cost was $135 when I signed up in 2019, and went up to $160 for no good reason -- with nothing of value added -- in the time since. It feels extremely shady and wrong. I tried contacting this UHaul location many times with no luck. Emails never get answered. Trying to use the chat on the website always sent me to some random national person, despite finding it on the website for the Boston location. The chat proved useless -- at best, I was given an email contact for the Boston location and that yielded no response. Although it's the last thing I want to do, I even tried calling the phone number on the Boston location -- and every time, I either got no answer or an automated (not local) system with no means of helping me. (This said, throughout my time this month visiting the location physically to retrieve items, people at the counter constantly were on the phone ignoring people physically waiting and doing an extremely poor job of customer service for folks physically there too. It seems very odd that this happened, despite my unanswered call attempts.) It gets better, or way worse! In January of 2023, I got a text telling me there was potential water damage and respond "1" if I would come in that day or the next or "2" to have them inventory and document. I talked to someone on the phone that day. I had asked that my items be put in a UBox instead of another unit -- a seemingly reasonable thing to ask -- and was told they'd get back to me. They never did. A few weeks later, on February 8 in the 9 a.m. hour, I called the 617 number listed for the location, but got some not-local line, and eventually, after many hoops, talked to someone at this location... .... --- Your form disallows me from pasting my full comments here. Please read them here: https://docs.google.com/document/d/1D2oodGnCNdTikLEoAxvoS9Rdi2Pkx13h_IHwYdJYYxk/edit?usp=sharing Please understand that if I do not get a response within 7 days, I will post my comments as a public one-star review and seek legal action. This experience was awful and caused me undue stress.
Douglas H | Overall ExperienceT
Carlos C | Online Move InStaff were amazing! Easy pick up and drop off for the truck, and storage was a breeze!
Candace H | Online Move InBobby was very helpful with what I needed and provided a great experience
Jacob C | First ImpressionsSome of the stuff was rude and unprofessional. They say one thing and do something totally different. They charged me for a unit I was trying to close out. They charged me later fee for no reason. Some of my things was destroyed by mice problems. There urine and feces on my stuff and they ate through things. There was also a dead mice in my unit. Just disgusting and disturbing. Do not go there EVER.
Adrian M | Overall ExperienceRobert made my experience coming to Uhaul very pleasurable. He was very friendly and funny first thing in the morning! He had such a good and helpful attitude! His customer services was Excellent!! We need more customer service agents like him!! Thank you Robert! ALM
Andrea M | Online Move Inthere are no carts at the loading dock consistently. sometimes 1.
Bryan C | Overall ExperienceSomeone tried to break into my unit but staff was great at replacing my busted lock and said they would investigate. I know you can’t control the eating in individuals storage units but it’s making the mice situation very bad. The facility itself is well melted and clean.
patricia f | Overall Experience24/7 self storage would be preferable
Jad B | Overall ExperienceRodent issue, the greatest aspect of my experience was Robert, Karla, Star, and one other young lady whose name escapes me aside from n e complaints I could muster up the customer service exceeds expectations would definitely return if I had to choose storage ever again even w/ the discrepancies.
joel d | Overall ExperiencePlease note-The online payment system needs repair. Why should a customer sign in and the system does not function properly as in operation. Please repair the online app for payment. Your assistance will be appreciated. Thank you
PATIENCE H | First ImpressionsRobert at the front desk was excellent and very helpful. He was pleasant and personable
Juanita B | Online Move InThe young lady that helped us was very friendly and professional. I have forgot her name but she was excellent!
ANTHONY W | First ImpressionsI love working with Uhaul. The staff are so friendly and helpful and I appreciate the ease of checking out equipment and secure access to the space.
Nelly A | Online Move InVery happy with staff and cleanliness of the trucks. Will use you again in the future.
Kathleen A | Overall ExperienceOne day one of the staff was very rude. Otherwise the experience was positive.
Sotirios B | Overall ExperienceKarla was very Helpful and kind. Seems to be doing Everything on her own. The other 2 Staff members were Rude and unprofessional. The girl that day didn’t introduce herself and wouldn’t help me told me to just scan the App. While she kept playing in her fake weave. Karla took me and helped me get my unit and made great efforts to help. Thank you
MONICA L | First Impressions多收了162+162+162还没退款
Changying C | Overall ExperienceFrances was very polite and helpful
Paul B | Overall ExperienceThe move in procedure was a hassle, and not enough employees and the homeless people around the area are very unnerving to see walking around the facility. However my experience would have been miserable if there wasn’t the most enjoyable employee working the counter. I don’t remember his name, but I’ve interacted with him three times since choosing to use uhaul and that man made me recommend this facility. African American gentleman, nose ring I think, dancing to Beyoncé when I first walked in to the store. Give that man a raise, he deserves it.
Nicholas S | Overall ExperienceThe storage until manager, I belive her name was Camille, she was out of business cards so I apologize for not remembering it exactly. Was fantastic helping me resolve an issue with the app, got me set up, and helped me figure out a unit that would fit what I needed. SHe was beyond a 10/10 on the helpful level.
Caitlin D | First ImpressionsNew to the facitly. Not ready to rate.
Jacqueline C | Online Move InI reserved a 5x12 storage unit, but the staff told me there were none of that size available when I checked in. I was forced to get a 10x10 and pay double what I originally booked. Corporate leads you to believe you will have a unit held for you, but if you continue to use a first come first served basis the reservation system is nothing but a meaningless lie. I will never use U-Haul storage again because making plans to move requires certainty and reliable partners at every step. U-Haul storage cannot be relied on for anything.
Caleb R | Overall ExperienceThe entire experience at this facility was terrible!! Access is limited even with the passcode. There is no place to park close to the facility other than a garage area which is usually closed or full. On the busy college move in days there were not even dollies or carts available. There are steps to access the facility and then you are supposed to carry your stuff down the street. The office staff is not helpful. Lock wasn’t even at the unit as promised at the beginning of the rental. During the rental I received a text to contact the facility and it took a week of calls to eventually find out the text was a mistake after being told that there was most likely damage in my unit. We rented a box truck from U-Haul only because we had made arrangements to return it to this location where we had the storage unit and then upon arrival we were turned away because they were full and had to drive an extra 40 minutes each way. I would definitely never use this location again.
Sandra Z | Overall ExperienceOn the same day that I rented the storage I rented a van as well. To my surprise, upon receiving the truck it was evident that it had not been cleaned and the gas tank was on red at less than a quarter. I took pictures of my dashboard and put gas on it. When I returned the truck after using 9 miles the tank was marking quarter and a half full. I explained this to the attendant who told me that at most they could refund up to $20 for the extra gas. When I looked at my account I had been charged $710.04 by U-Haul instead of getting a credit. I brought this to the attention of one of the employees who sent me over to Brenda which once again I explained the entire situation and she also mentioned that at most it could get reimbursed $20. After struggling with the system for another 30 minutes she couldn’t refund my account for the $710.04 wrongfully charged so she called Jorge White. After another 15 minutes or so I received a paper with an estimate use of the van of 10 miles( more than the actual use) and paperwork to what looked like a refund and was told that my money will be credit in 3 to 5 days. When calling my bank 3 days after to find out about the progress of this transaction I realized that after the so called credit, the transaction was makes as denied by Jorge and my money charged by mistake wouldn’t be credit back to my account. This situation all together is infuriating as I now have payments link to my account that will bounce and incur in additional burdens due to mistakes made by careless staff members at this location.
Viviana C | Online Move InGreat customer service, the attendant was conscientious and courteous.
BRIAN M | First ImpressionsWhen I went to move out of the storage, my things were practically all covered in mouse poop and two of my bags' content was almost entirely eaten by mice. It looked terrible and took me a lot of time to deep clean/disinfect. Other than that, I just recently found out that the company does not do the prorate system of rent pricing, which is absurd, since the minute after you move out of your unit (in my case, well before my "rent-month" was up), they can rent it to another person.
Aline P | Overall ExperienceThe staff at the loading bay were great. The access was cut off at 8:00pm which is very difficult when you have to move in or out in a short period of time. The unit had rat feces and urine all in it and things in the unit were damaged. After I vacated and removed my lock, I called U-Haul and let them know I was out. The next day I received a phone call from the local unit telling me I need to come remove my lock. This was impossible because I took my lock with me. Not sure who put a new lock on the unit. The person I spoke with said she would talk to the manager to see what to do. I did everything I was supposed to do.I’m not sure how to get a lock off a door that isn’t mine especially while I’m 1000 miles away.
Susan L | Overall ExperienceThe U-Haul location at 985 Mass Ave is, without a doubt, the epitome of terrible customer service. The staff's blatant rudeness, interminable wait times, and their overall sluggishness in performing even the most fundamental tasks culminate in an utterly exasperating experience. It is also glaringly evident that there is a significant lapse in their bookkeeping and communication amongst employees seems to be non-existent. Upon my initial move-in, I was not provided with a lock because, unbelievably, I was informed that the facility had “run out.” Consequently, I was compelled to purchase my own lock, despite being previously assured that a lock would be provided free of charge. Naturally, I anticipated reimbursement for this unexpected expense, but, predictably, that never transpired. To add insult to injury, at some point during the rental period, U-Haul took it upon themselves to affix one of those disc locks on my unit - presumably the lock that should have been provided to me initially - without any forewarning. This unforeseen development resulted in me retaining the U-Haul rental truck beyond the reserved time on my move-out day, as I was obliged to endure a 45-minute queue just to inquire about the reason for the unsolicited lock on my unit. It is imperative for U-Haul to rectify these egregious issues posthaste. A business's lifeblood is its customers, and subjecting them to such abysmal service is not only detrimental to its reputation but also its long-term viability. Customers entrust U-Haul with their possessions, often during stressful life events such as relocating, and the least that can be expected is a modicum of professionalism and competence. No customer should be burdened with the additional stress of ineptitude, miscommunication, and a flagrant disregard for their time and money. It is incumbent upon U-Haul to institute comprehensive reforms to its operations and staff training at the 985 Mass Ave location to ensure that no other customer endures such a lamentable ordeal.
Bryan J | Overall ExperienceSliding lock apperatus bent making it hard to open and lock
Paul B | Overall ExperienceEveryone at this location is always helpful and attentive. They’re very patient and always willing to help.
Sarah D | Online Move InI would like to thank Karla very much for helping me. She was the reason for all of the great scores! Thank you
jose c | Overall ExperienceThe staff was amazing and really worked to help me out during a tough situation. Karla especially was fantastic!
LAURA I | Overall ExperienceI would appreciate a call back 4132097318.
Susan R | First ImpressionsI have used this storage unit many times before and will use it again. Thank you. Deborah Chittenden
deborah c | Overall ExperienceUHALL made it affordable to move with so much urgency and storage pace was available I became stress free. Everyone was very nice and very helpful.
ELIZABETH I | First ImpressionsStaff was very friendly and helpful. We arrived at about 8:15 and were the only customers until 9:30. There were plenty of carts and the elevator was available when we needed it. One caution, I rented a unit with a “pole” in it. It turned out that the pole was actually a large concrete column in the corner which took away a lot of space. I asked for a different unit, and got one that was a little larger and $10/mo more. Also, the unit I reserved (the one with the column) was up a flight of stairs.
Patrick S | First ImpressionsI regimented
Jose B | First ImpressionsLocation interesting but structure is well designed
Clauden L | Overall ExperienceMy main complaint would be the totally inefficient and inconvient process customers have to go through to schedule a vehicle--waaay to dependent on the internet i.e. customers must have online access to utilize Uhaul services. God forbid there's ever a cyber attack or something else that makes online access unavailable for Uhau and/or its customers for any great length of time.
HIRAM S | Overall ExperienceDid not offer the pack and ship service I was promised. Staff took weeks to call me back and to give me a refund.
Christopher E | Overall ExperienceSupervisor was absolutely great answering all of my questions and very polite and courteous
WILLIAM P | First ImpressionsThe people working there were not the friendliest but everything else was fine.
Christie Y | Online Move InI reserved a unit ahead of time and no units of my requested size were available by the time I arrived at 3pm. Then the unit I was given had a large pillar in it so I could not actually put all of my things in it and had to throw out my $800 couch because I was with movers and they had another appointment to get to. Was very upsetting and disappointing.
SYDNEY B | First ImpressionsGood service
AGNIMEL D | First ImpressionsI found the staff at U-Haul Moving & Storage At Mass Ave Boston to be incredible. Being the end of the month and also the end of the school year, it was relatively busy but when staff had a free moment they kept checking in with us and making sure we were being helped by someone even while we were waiting in line and working on the online login. The staff over in the storage facility definitely went above and beyond! One person noticed that we were struggling with getting one of my larger pieces of furniture through the doors, and so he showed us how to position it on the dollies so it would fit. Another worker helped us with the service elevator while we were balancing the mattress, just because he was walking by and saw us. I found using the online site absolutely terrible, it was slow and frequently didn't work. It was unclear when you were supposed to fill different parts of information out. The staff definitely were working hard to compensate for this, and should be commended, but hopefully the site is updated soon so they don't have to be doing double duty!
Lauren D | Online Move InThe guy that helped me really helped me a lot of I had extra money I would of tiped him he was great to me n my family but U-Haul place in Manchester n.h I will be calling to report there poor service on South willow
Yara B | First ImpressionsThe Staff there are very courteous and attentive to the customers need. Making sure we leave satisfied with the service provided. Make sure to let them know that they're doing a stupendous job and to keep up the good work. Thank you
Roberto M | Overall ExperienceI reserved a 12ft unit online in February. I received a confirmation text of this reservation the day before. I drove 15 hours from Tennessee, and hired movers to meet me at the storage facility, only to show up in Boston and find out that there were no 12ft units available. I was told that despite having a reservation, these units are given out on a first come first serve basis. This system was not explained clearly to me, and I was expecting to have a guaranteed space to store my belongings after a long trip. The staff was trying to be helpful, and they were able to find me a bigger unit available. However, this experience added unnecessary stress to my move and is not costing me an extra $85 a month for a mistake that was not my fault! I should not be forced to pay more for a unit because U-Haul made a mistake and ran out of the units I reserved. If storage units are given out first come first serve, there should not be a reservation feature on the website. To not honor reservations taken is incredibly poor customer service. The staff were also clearly frustrated by this corporate policy, as it creates unnecessary frustration towards them. If U-Haul cares about its customers and its employees, it cannot continue this policy. I will not be renting a storage unit from U-Haul again.
Caleb R | First ImpressionsI preferred in person check in as it was my first time using U-hail storage and wasn’t able to communicate with someone at the location in advance. I called the phone number indicated on U-haul website but was transferred to customer service, was advised the customer service agent sent a message to call me back. I did it twice but no retuning calls. So I wanted to see someone live when checking in but I received a text sounding I was forced to online check in. It also indicated free lock if done online check in but when I saw the storage, there was no lock found, so I needed to go across the street to see someone after all. The location’s loading dock seems working in tandem and a van parked in front of mine. This made me stuck in the car. Fortunately the driver who parked next to me stopped their loading and helped me moving his van and made a way out for me. I have been stuck there for 20 minutes after I finished. It seems many other users already knew the consequences and they parked their vehicles in the street. Unless U-haul keeps someone to watch the thing may happen often. I may use the U-haul storage but at least wouldn’t recommend the location.
YOSUKE N | Online Move InThe online process sucks. After 3 tries I decided to go inside the facility on to be told to scan the barcode and do it online. There we people available to help but no one wanted to work and I was told to scan and book online so after a lengthy 25 minutes Inwas finally abke to book the storage unit. Your online sucks and is a waste of time. Please fix it.
Jevon G | Online Move InThe woman who helped was great. Very helpful and with a smile b
Jerry B | Online Move InI would recommend to adjust the website where customers are checking in for their storages, because there are also internationals who wouldn't know what to put in the Driver License part, which that part can just be a passport to identify themselves.
Lappakorn J | Online Move InNo one in the facility spoke English. Too many vagrants inside. Tough to get vehicles to loading ramp
chris c | Overall ExperienceU haul costumer service department is very helpful in patient to the customer I would recommend a friend to U-Haul
Tommy J | Online Move InI had several issues while renting!!!
Kristian V | Overall ExperienceI've run into a few different problems but the most part everything is going well
CHRISTOPHER D | Online Move InUnderstaffed severely.
SVETLANA S | First ImpressionsNone
Joel R | Online Move InI had no issues at all with Uhaul thank you so much for your services.
Tammy H | Overall ExperienceJust wanted to say thank you very much employees were very helpful and very knowledgeable and professional
Richard R | Overall ExperienceThe mice chewed into my boxes and ate most of my papers. That’s the only problem.
diana q | Overall ExperienceNeeds new management
Craig D | Overall ExperienceMy experience with this U-Haul facility always was good had a storage unit for 4 years and never had an incident with anyone in this facility I would recommend it 100%
Walley R | Overall ExperienceI like thank you for letting me storage my furniture
dwayne t | Overall ExperienceNot a fantastic setup, but it got the job done. We needed storage for a 1.5 months and I was returning a one-way trailer, which meant the first month was free. They made an error and I was charged for the first month, and a late fee since I refused to pay for the first month. I then decided to pay the first month with the late fee and then ask the fee back and not pay the second month since U-Haul immediately began sending threatening messages about auctioning off my stuff. It was impossible to get a hold of the actual people at this location, to solve this problem over the phone, and it was busy when I arrived to solve it in person--it also took them a good hour to understand the issue and resolve it once I was able to explain it in person. The location itself is fine though entrance to the warehouse where we had our unit was a bit quirky and my wife and I (despite having a PhD) just couldn't work out how to properly use the swipe card to get in; I'm sure that's on us, but still, could perhaps have been made a little more clear?
Martin U | Overall ExperienceA pipe burst in the facility and no one communicated that problem while renting the unit. I went to see the unit ahead of time to find the whole building , all floors flooded, wet, musty smelling. The staff did not mention it at all! Had I not visited ahead of my move I would have had nowhere to place my items!! Very poor customer service.
nicole m | Overall ExperienceSince I have been with UHAUL, I have always enjoyed the services Thanks
OLAJIDE O | First ImpressionsGreat Service...
meghan t | Overall ExperienceClean facility yet needs to provide a map of the place to better find your storage unti
isis a | First ImpressionsThey r very unfair…
Angeilica J | Overall ExperienceThis facility has always been more than sufficient and the staff was always professional and respectful. I've never had an issue here
frandly a | First ImpressionsGood
Debbie S | First ImpressionsThe access hours are inconvenient and the checkout process didn’t go through for me so I was charged a late fee for an empty storage unit—not a good experience. Use CubeSmart across the street instead.
Julienne T | Overall ExperienceThe facility is infested with rats who damaged much of my property. Most of the staff are polite, friendly and assisting. However, the rude and offensive staff are extremely so. The managers with the exception of one were diplomatic, informative and professional. Kudos to Chris and Carla
Lawrence W | Overall ExperienceIt was all good
raul f | Overall ExperienceExcelente
Lazaro S | Overall ExperienceI was satisfied with the storage and you guys doing good job keeping the storage a nice and clean I like it
Autilio D | Overall ExperienceNot being able to access unit after 5:00 was problematic for student
Savanah S | Overall ExperienceThe area is not safe, as well as those inside the facility and surrounding it.
JOHN D | Overall ExperienceI will come back again if I had to
kevin b | Overall ExperienceSometimes there were not enough staff at the cashiers, so it would take long to buy something
maria E | Overall ExperienceOn-site staff were rude, unhelpful and dishonest. Will never go back
Robert D | Online Move InEveryone were very wonderful I will use U-Haul again thanks
Bettie L | Overall ExperienceThere is a rodent problem in the building. Which makes it somewhat uncomfortable thinking rodents may get in your furniture and/or boxes
DENISE D | Overall ExperienceTodo muy bien
santa y | First ImpressionsGeneral manager Chris, was very patient, professional, personalable, and clear about what there policy/procedures details. I will definitely see Chris and his team members again. Everything, was smooth and easy amazing process. Good job you all...
STEVEN M | First ImpressionsStaff inside seems stressed on busy days and can lack helpfulness, which makes them busier than necessary. For example, there was a long line when I arrived to close out rental. I jumped the line to ask if I could close out online and was told “no, go get picture of empty storage container and stand in line.” However, I got pictires and uploaded to my account online and closed out without eta ding online.
CAROLYN W | Overall ExperienceThe move in process was mostly straightforward. The only issue was that we were told a lock would be in the unit waiting for us, but there was no lock. We had to go buy one from the uhaul supply store.
Maria S | Online Move InI was in the office Tuesday September 20. 2022 in one of the lady was very rude when I ask her a question about the photo I’d posting to my phone she said can’t you read that the problem with you people she said can’t I read in am going to report her at a higher level of management soon not good customer service
Rick P | First ImpressionsI went to the location located on Mass ave.by South bay. Let me just say the employees were very disrespectful.
TYKHIA H | First ImpressionsKeep up the good work.
wilfredo p | First ImpressionsMove out of my storage #3039 on the 30th of August. However, because of my Auto pay. I just got billed for September $160.99. Please, refund back to my credit card. Thank for co - operation. Heather Omoruyi.
Heather O | Overall ExperienceIt's A neighborhood where there's lots of people going to this area long lines but you staff are doing a Great Job 👍 👌 👏 I'm thankful that I found storage
carolyn s | First ImpressionsWould recommend others with the precaution to be prepared for unfriendly customer service from on site staff.
Florence H | Overall ExperienceBien
ANTONIO C | First ImpressionsBad customer service, no personnel assisting/ working in the storage area, understaffed, not enough moving equipment/ carts
RENEE H | Overall ExperienceThis is ridiculous im.not able to use my card to get into the facility I hope my stuff is secured
CHARLES S | First ImpressionsThank you for assisting us during our transition. Staff was friendly and helpful throughout the process.
Julie J | Overall ExperienceThe staff was overworked. with one person to serve more than 20 clinets standing in line. He was rude but understandably by himself to care for so many so what a man can do? My locker was locked by someone else I had to wait more then an hour to find someone to fix the issue
TAMAR Y | First ImpressionsAlthough expensive, I got exactly what I paid for, a climate-controlled storage unit with easy and secure access. I retrieved all my belongings that sat in storage for just over 2 years with no issues. Making the payments got to be difficult at times, so I appreciate the expansive patience from Uhaul overall. Thank you!
Quaanzale T | Overall ExperienceI made a reservation for first floor and drove all the way to the storage with boxes but they gave me 3rd floor which have stairs and low roof where I can’t even put in my mattress. I did return home with my boxes
Joseph M | First ImpressionsThe staff at this site are excellent. They work very hard and are very knowledgeable about their services and products. Renting a truck back in May was a positive experience. Although the truck I was first assigned would not start, I was quickly provided with a new one. The truck and renting the truck experience was positive. Unfortunately, the storage unit that was rented was met with some challenges. When loading our son's items into the unit, I have to be honest - we felt very unsafe in the facility. There were multiple men that appeared homeless and under the influence walking around the inside and deck area of the facility. One of the men, that appeared under the influence, was trying to sell items to my son and his behavior was very alarming. It just felt unsafe. When returning a few months later, I was shocked to see mouse traps almost every few inches throughout the entire facility. Upon emptying our unit yesterday, we found mouse droppings all over our son's personal items. We had to discard many items, as a result.
Scott O | Overall ExperienceI really do appreciate the storage it is very Beneficial for me.
ANDREW C | First ImpressionsI love uhaul storage, I removed my belongings on 8/17 rented a truck and everything went well, hopefully you won’t try to charge me my container is empty clean and open C106
TANYA T | Overall ExperienceThere was no lock for me in my storage unit. I had to either a) wait in a like if 20 people to get the lock or b) buy one in store on my phone to skip the line. I chose to skip the line and pay $11 for a lock, but I shouldn’t have had to.
Brandon T | Online Move InI only ended up here because my UHaul reservation closer to my home was canceled without letting me know. The website needs to be clearer that you need to go check into the unit the first date of the reservation or you forfeit the reservation. It was unbelievably stressful to show up with a fully packed UHaul and then realize we needed to drive with it on the interstate to a location miles away.
Katherine M | First Impressions1. Long wait times, 1 to 1.25 hours, even after making reservations online 2. Very little help on directions for storage 3. Uhaul representative took pictures of me, and my driver's license on his cell phone! 4. No credit for excess fuel returned. For example, I put in $ 25 additional fuel. There seems to be a trick going on here
SHOUVIK B | First ImpressionsI will use U HAUL Service and products soon
Hector V | Overall ExperienceMy actual move-in date is tomorrow, but I'm pretty sure everything will run smoothly
Nicole B | Online Move InI could not use the storage at Mass Ave, because the storage that I reserved was not available (previous customer was not moved out). I was chaotic because I had to put my moving stuff on the day. It was extremely nervous to find another storage unit. Finally I was able to find a storage unit 20 miles away, causing extra pay for truck, uber, and storage. Furthermore, they were still charging me the rent fee and late fee for the storage that I have not used. To fix this issue, I have called you several time, but it took 20 days fix. I'm very unsatisfied the overall service.
Seung K | Overall ExperienceHi lights on the upstairs floor need to be fixe please thank you
marie d | First ImpressionsTerrible storage experience. When I went to open my unit, the key to my lock didn’t work. I had to go buy bolt cutters. When I got into the unit I found mouse poop everywhere and also mouse traps. There were no mouse traps when I originally moved my stuff into the unit. This means that the uhaul staff cut my original lock off, laid traps, then replaced it with a different lock without telling me. I went to the office and the staff confirmed this. I will never use uhaul again.
Suzanne E | Overall ExperienceReally appreciated the ease of access to this space. It was clean, secure, and affordable. Any time I needed support from the staff they were very helpful.
Nelly A | Overall Experiencewish my unit was not above the stairs, but we managed
CARLOS P | First ImpressionsMy daughter did not receive the best assistance when trying to move in. The clerk was more worried about ordering her Chipotle than assisting…so much so my daughter didn’t know she was to receive an access card and was never given any real direction. I will however say that the guy who helped up close the unit was extremely helpful friendly and knowledgeable. He’s the type of person you need to keep around and get rid of that other dead weight! Lastly, parking is terrible!
Benita R | Overall ExperienceRental #837054-00136379Unit #: C2034 U-Haul Storage At Mass Ave Boston U-Haul was not able to lease us the storage unit to us and cancelled our reservation at the counter (U-Haul Storage At Mass Ave Boston) on June 29, 2022. This made us to find another storage unit on the date of our moving. It was disaster. I reserved the u-haul storage unit and confirmed. However, I found that the unit was full by other people's stuff. I asked another unit available, but the representative at the counter said there is no available space and refund our payment. They said it was not their fault. Was it our fault? I made reservation, but they ignored our reservation. I never understand and actually shocked about how U-haul is unprofessional. Not reliable, cannot trust the system. Furthermore, they still charged me as well as a late fee without providing a service. Your are totally unprofessional. You need fix your online reservation system. I spend extra $300 dollars for finding and driving another unit for storage due to your fault.
Seung K | First ImpressionsThe whole storage facility is infested with mice. Some of my belongings got damaged. The rodent problem is alarming
YESENIA A | Overall ExperienceOther wise rat infestation and bad odor through out the facility as tho a dead animal. I don’t oilfield recommend to a family/friend.
DIANA G | Overall ExperiencePlease install hooks in the bathroom to hang up coats, etc. So we do not have to place outer clothing on the floor. Thank you.
Rich G | Overall ExperienceExcelente servicio. Muy agradecido con su apoyo.
gabriel c | Overall ExperienceExxxxxxcellent customer service at this location. I will definitely refer to friends n family. My overall experience renting a van, then a truck n my storage space was perfect.
Patricia S | Overall ExperienceAs friendly and efficient an experience as anyone can hope for on this planet. Outstanding !
Aron K | First ImpressionsSad the storage unit $ $104 was not after making a reservation for one ended up but my step in the unit that cost $139 a month which is unfair
BENJAMIN K | First ImpressionsLove the staff super helpful and efficient
james p | First ImpressionsMy customer service representative that booked my storage unit wasn't helpful at all!! He never offered to scan my license until after 40 minutes of me telling him I couldn't take a picture of my license with my phone. He didn't offer me a card key to get in facility which I didn't know I needed. He rudely took on another customer while he wasn't finished with me and me not knowing what else to do besides tell him to please finish with me first because I was not done yet and had been there for a very long time without help.
jose m | First ImpressionsThank you Nicole!!!
trae p | First ImpressionsOnly complaint I have was the price changing every 3 months
Rayshaun C | Overall ExperienceDid not receive working hours until We were at the storage facility. A truck load of storage and less than 1 hour to unload and store
DENISE D | First ImpressionsThe storage was great. My locker was in a perfect location. The tall gentleman who spoke little to no English / Maybe Dominican was the ABSOLUTE BEST AND KINDEST SOUL . He was always super friendly and kind. He would always come by my storage unit and say hello. The lines inside made it unbearable to rely on. The garage door to get to the unit was a nightmare and always being blocked by actual UHAUL trucks made no sense . The Staff at front desk did not seem appreciated by upper management, as their motivation to be friendly wavered and depended on who was working. From my own experience in their position they need support and to be treated better because it show that they are clearly not. The turn over seems low but their energy seems even lower which implies a level on distain for their employer. That someone isn’t listening to them not appreciating their efforts in showing up. The pandemic has changed our work culture and perhaps because UHaul is doing well they maybe getting greedy and forgetting to support their staff because it shows.
Rebecca W | Overall ExperienceIAM VERY PLEASED WITH UHAUL, also with a rental car.
MATILDO M | First ImpressionsU-Haul Rocks!
DAVID S | First ImpressionsNice
Mark J | Online Move InI still have my storage facility, not moving yet, maybe in the future, but not for now. Thanks for have my belongings in this location. have a good day
NOEIMI M | Overall ExperienceJust a nice staff they know what they are doing. Oh you had all the supplies I needed. Oh and my brother Kevin said he met the owner and he is a cool dude.
diana q | First ImpressionsSet up my unit, was told they would change the lock in about a week to a circle lock and they would put the key in the managers office. Came back to get my things out a month or so later and they had lost the key. Some of the staff was very nice, but the assistant manager was not. He kicked us out for asking if we could break the block or if there was anything we could do.
Chaney M | Overall ExperienceBianca Baez is very knowledgeable, U haul is fortunate to have her as an employee.
Claribel S | First ImpressionsSo they people that work there were not helpful like 6 employees were just laying around literally all over the store. On their phones. They all stared as I walked in no one wanted to help me. One young woman reluctantly got up and gave me the card needed. At that point she sat back down and finished her phone conversation. Once I found the unit I had no idea there were stairs to use I then walked back over. She said it’s stairs in there asked one of the other associates to assist and they completely ignored me. I personally don’t take the time to do these type of surveys but the customer service aspect was HORRENDOUS to say the least
Erica J | Online Move InThanks for storage services
Othuman N | First ImpressionsHorrible customer service
Jamina S | Overall ExperienceWhen I went in to empty my storage I noticed that the pipes have been leaking on to my stuff and more than five items had been damaged with mold. Yet I paid for the extra amount for cleaning expenses. So I'm not that happy . Their was no top to my storage so all the pipes could leak in.
aramarie c | Overall ExperienceThe unit was great. Very secure and dry, no water, moisture or rodent damage to anything in there despite it being in there for 1.5 years untouched. Had some very valuable art in there and zero issues. Access is easy, lots of carts and space. Rented a truck there as well, had some hickups with the pick up but the truck was clean and very well maintained, drop off in Canada very easy and no extra charges.
Haydee C | Overall ExperienceThe storage unit facility on Mass. Ave in Boston was great. So clean and well lighted. Private enclosed garage for unloading. Lots of carry carts for moving stuff to and from your vehicle to your unit. Staff worked fast to get us checked in and helped us drop off our rental trailer. Was a positive experience. .
Michael H | First ImpressionsThe people in the showroom are immature and are undertrained. I always felt uncomfortable being on property mainly by uhual employees following me. I would attempt to ask for help and it was either "pass-the-buck" or the staff didnt speak english. I had an issues with getting access during hours of operation and was threatened with staff calling the cops if i didnt leave them alone. Yet i needed help. Overall very unprofessional and misinformed to later find out, after designated a locker, my storage required climbing a ladder. A huge nightmare including staff and even the "manager" who threatened me bc i requested help.
Egan B | Overall ExperienceThanks very much there’s workers was very helpful people
mireille G | Overall ExperienceWhen I need an upgrade it was done with no wait.
Kimberly D | First ImpressionsI was promised two months free for signing up for autopay and I was charged after the first month. Now having to be refunded is causing an inconvenience in my life.
CLAUDIO N | Overall ExperienceI will be using them again Thank you
ANNETTE G | Overall ExperienceThe women at the front desk were all very friendly and accommodating!
Ebonee T | First ImpressionsI've had to use your facility twice in the past 15 years and have been fully satisfied Thank You
Thomas K | Overall ExperienceIt was an overall pleasant experience. I’m grateful. Thank you kindly! :)
Tamarsha W | First ImpressionsGreat time. Fun. Great energy.
CLAUDIO N | First ImpressionsThe young lady who helped me,She just didn't give anything ,she helped out and made it happen because I asked for no stairs, she took her time with me and I appreciate it so much, Very Respectful ❤️❤️❤️❤️❤️ Annette Griffin
ANNETTE G | First ImpressionsIssues with locks and communication with staff. Don’t change locks without communicating clearly to me that a new lock will be there when I arrive and my old key will not work. However, staff was often every helpful and understanding.
Samantha L | Overall ExperienceI've been there for a long time I have no complaints good job
DAVID F | First ImpressionsThe only thing I suggest is that there is a little bit more order when u need to park the truck to load your storage…. It was a bit confusing, there was cars parked where the trucks need to park and there was a gate the was not able to be used … a little hectic. There should be there n employee there to make things smoother. Customer service was Great ! Thank you !
Carmen M | First ImpressionsThe rates was quoted totally different from the actual price the storage unit was totally different from what I was told it would be and the pole in the middle of the storage united was very unpleasant to bear
lisa d | First ImpressionsThe manager was extremely helpful in arranging a second unit for us when needed during move in. I do with the facility's hours were a bit later, as it can be tough to get off work, go get my car, and then get to the U-haul facility to move stuff out before 7pm.
Kyle G | Overall ExperienceI won’t say she wasn’t helpful. What I will say is this. When someone is renting or trying to figure out if there at the right place or nit. I just feel and I say I feel it should be more compassionate with people. I may have been at the wrong place I tried to explain to her why would I drop the truck of some place differently if I need storage. She did help me and I think it’s because it looks like she was Theo nay one trying to deal with all the customer she had. But over all she was great she did make sure I got storage so I’m happy and yes I would recommend mass Ave. get her some help.
lucretia p | First ImpressionsIn general this location is a great place to safely and securely store your items.
Mary W | Overall ExperienceWaited in line for an hour only to receive the news that the key put on my storage unit by uhaul was lost and could not be cut because only one person had the ability to do so. Had to extend a rental car and had no access to any of my furniture and college supplies. Terrible experience and would not recommend. Issue was “resolved” after uhaul credited the amount of the bribery we had to pay a worker to cut the lock on the unit back to me.
Elizabeth D | Overall ExperienceThe number of times I had to clean off rat drops from around my unit was unacceptable. The top floor isn't climate controlled as advertised, and I will never use that part of the facility again
onat u | Overall ExperienceFirst of all, it is not clear where to check in for storage facilities. We were yelled at by several employees when we drove onto the uhaul Lot. We asked for assistance on where to park and where to go and no one would help. We circled the block a couple times and after parking on the street, found our way back to the office, right where we had been told we couldn’t park! We had a confirmed reservation for a storage unit, but we were told they were all sold out and our reservation meant nothing. What a joke. Horrible experience! Unprofessional rude staff. We read the Yelp reviews and added our poor rating to the dozens of other. We should have read them ahead of time
greg l | First ImpressionsLine took forever and person I spoke with couldn't be less competent. I booked two months ahead of time and my unit was not available so I had to get a new one that didn't fit all my stuff. Absolutely unacceptable.
Harry R | First ImpressionsWell the representative for customer service was helpful on phone Not in store. I will not bring my service there anymore.
Anna M | Overall ExperienceThe staffs are rude, took so long to check in because I was supposed to wait for one guy to bring me to my storage. ended up the rude girl in the register brought me there.
Bianca N | Overall ExperienceToo long to get someone to answer the phone.
Nabil H | First ImpressionsThe website states we can bring our own lock, but the staff at the counter tried to sell me yours, saying if I used mine it would be cut by the manager while on its round! I have been using my own lock, which is exactly like yours! Maybe the staff should know what they are talking about!
Coralie G | First ImpressionsReally poor customer service. The two girls were friendly and nice but the gentleman was rude and wasn’t helpful. May be I am Asian with brown skin. That’s what he made me feel like. When I went to ask something about the rental, he wanted me to go back to end of line and wait 30 minutes. The storage I got is really small even though I wanted a storage to fit one bedroom room apartment.
RAJARATNA R | First ImpressionsI didn't know I had to pay for mice in my storage unit
GLENDORA B | Overall ExperienceI was charged for a month that my things weren’t in storage for
Demarria L | Overall ExperienceDJ went above and beyond. If you have an employee recognition, he definitely should receive it. He was kind and efficient. He walked us to our storage unit, explained where we should unload, and helped out when another customer was unpleasant to us. He handled the issue completely professionally and apologized for the inconvenience. Thank you DJ for your assistance o. July 31st.
Margaret C | First ImpressionsManager was really helpful in getting us another small unit when we needed extra storage space.
Kyle G | First ImpressionsI didn't like the way manger handle the situation. We gave him proof that we have a month free: to reimburse the money back to the account. He just walked around and keep saying I'll get to it, and said ooh we don't have unit for free here. We spoke to customer service and they did say we can get our refund, they even asked us to speak to the manager there. It turns out it's the same manager giving us hard time. The young lady was not helpful. I stay there literally for an hour waiting for the manager to get back to me. He still didn't get to it. So this is my last time coming to this U-Haul place. I'll take my business somewhere else. The young lady also keep repeating that I should go to Brockton where I picked up the truck to have them given me a unit in Brockton not there unit.
Anna M | First ImpressionsNeed better staff
Sharon M | First ImpressionsConvenient and clean. Staff was always eager to help. Thank you
Ann M | Overall ExperienceStoring my stuff was easy but the process to get a Storage room took way too long. The staff were extremely impatient rude and Unaccommodating.
Divya B | Overall ExperienceMy overall experience was good until the apparent mouse infestation. Everything was covered with mouse droppings, and I basically threw everything away. I was very surprised by that, because it was otherwise fine. It makes it hard to say yes to recommendation. But I probably would with a word of caution.
CECELIA Y | Overall ExperienceMice poop and yellow stains on my clothes.
Latonya A | Overall ExperienceThe staff there is so friendly helpful and Bianca is a very helpful and amazing person Latisha
Latisha G | First ImpressionsStaff was extremely helpful! Really appreciated all the help and the space. The door being broken did make unloading difficult but overall good experience!
Kayla P | First ImpressionsWe canceled the contract to get refund
Stephen D | First ImpressionsEven though it was the end of the month and lines were long, the staff were efficient and friendly. The line moved along at a great pace, and we had no problems loading our boxes into the storage unit. Thank you UHaul!
ANGELA Y | First ImpressionsThe unit I reserved did not exist. This has shown me that U-Haul is a crooked and disorganized company. Associates Diana and Shania were very helpful; they saved the day. Jim made the entire process more difficult, for both me as a customer and for the other employees. Jim did not not show me where my unit was, and it took me 20 minutes to find it, and it was still locked when I found it. When I finally had someone (Shania) come unlock it, it was too small. Diana and Shania went above and beyond, got me a unit that worked, showed me how to use the elevator, gave me a month free, and just in general were sympathetic and down to earth. They deserve a pay increase and a huge shout out.
Mary P | First ImpressionsGreat people and service
WALTER W | Overall ExperienceI rented a storage unit on 6/15/21 and reserved a 15' footer truck for 6/16/21 today 6/16/21 the service was horrible. the first truck #DC1211K) sputtered and jerked also the check light was on!!!!!! I turned right around brought it back complained to MR. Jimmy Diamond, told me that was normal for that year and model. I expressed how uncomfortable I was to drive a truck with a check engine light on and ask for another truck. I was told to wait in line to exchange the truck. The second truck#DC3522G) also had a check engine light on and a padlock on the back sliding door I returned that truck and left there with no truck and very disappointed
Regina A | First ImpressionsThe front desk staff members were helpful and pleasant on two occasions when we had questions and again when we checked in. The man who guided us to our storage unit was friendly and efficient. We found the sample units in the main office VERY helpful in deciding which sized unit we needed.
Danielle K | First ImpressionsStaff was rude, bad attitude, not friendly, and definitely would not recommend this location to anyone.
Devina A | Overall ExperienceStaff was very helpful!! Especially the young man, who helped remove the security lock. He also gave me a hand moving something…truly doing above n beyond!! Thanks again
Addis W | Overall ExperienceNot well informed and often rude.
nisrine k | Overall ExperienceThe staff was very rude, cursed a couple times and accused me of wasting her time.
Rosa A | First ImpressionsWas never given an access card and when I was given one it didn't work. Climate controlled area is extremely hot and there are flies everywhere. The entire time I was unloading my truck there were sketchy people entering and exiting without swiping their card. I still don;t have my access card.
Shikhar J | First ImpressionsThere were two dead mice, one of which was in a bag of winter clothes, the other on the floor. I left behind a couple of bags of sneakers because I'm terrified of mice and didn't want to find anymore in the unit..
ROBIN P | Overall ExperienceNot a hit on the store direct, nearly as much as Uhual as a coorperation. there seems to be a repetetive issue with coorperate not communicating with any of the store branches when you call them. And when i say this, I mean they book things with 0% contact to make sure the store has whatever it is your looking for. This strings deeper than one interaction with them, My company uses them all the time, and we have ultimately decided to never use them again because of the lack of communication between branches. If I had to guess, Id say out of 20 times we use uhaul, about 9 of those times goes negative in some way shape or form, mostly due to communication.. If you just have a personal move though, they should be fine
Kyle R | Overall ExperienceThis place and staff is amazing. I only have one question about switching strange units
April S | First ImpressionsThe employees at the UHaul at Mass Ave in Boston were incredibly rude, disrespectful and made me feel unsafe. Yelling at me saying they did not have a unit for me, even after showing my confirmation email, was unsettling. I asked for a refund and will never return to that uhaul location again.
Donna F | Overall ExperienceThe staff were rude and did not know what was going on. Although explaining many times that I had a free month of storage they still charged me for my unit. The facilities also did not feel safe. We were also not informed that we had to exit the “24 hr” facility by 7pm. We ended up getting locked into the facility which took 20 min to get someone to let us out.
Marcus L | First ImpressionsBianca helped us and was very professional and helpful to us during a stressful time. She made the process of moving smooth and less stressful. We appreciate her kindness and her excellent customer service. We will recommend uhaul storage because if her!
Thomas B | First ImpressionsStaff were extremely rude and stupid
Divya B | First ImpressionsThe staff was phenomenal with everything. They place was crazy but everyone was polite and courteous and helpful. Cannot say enough about how good they all were.
WALTER W | First ImpressionsY’all have a bad customer service. Whenever people tries to call y’all never pick up the phone, and make people waiting on line for hours. Last time I went there the lady gave atitude, she has no potential for work.
Anilsa F | Overall ExperienceThis facility always has homeless people hanging out. They wait for the bathroom even with the card access reader required. The stay in the office make you feel like you are not there. You wait in line forever. When you approach the counter you are not greeted.,the last time I was there, when an employee freed up at the counter, I walked over and stared at her while she was doing something. The day I cleared out my unit I waited in line for a long time and left because the wait was so long. I left and called and was in the queue for over 25 minutes! Overall, the experience there over the past seven years has been negative. I dreaded going there.
DENNIS T | Overall ExperienceExcelente 👌
cinthia d | Overall ExperienceOur service with Jasmine was excellent. She was friendly, knowledgeable, and very helpful to us. However, after I came back a few hours after checking in to store some boxes there was an awful smell coming from a storage until down the hall from me. I believe it was #3501. There were fruit flies everywhere and the gentleman I saw opening that storage until was carry dirty empty bottles which the cause of the fruit flies. He was also yelling. I noticed the later hours inside the storage until is not safe. There’s a lot of random people inside the storage unload area that were not unloading. I felt unsafe when I was there. Frankly I’m disappointed and will be taking my stuff out in the next week. Best, Loc
Loc T | First ImpressionsI didnt leave i got a bigger storage
jody m | Overall ExperienceThe Massachusetts ave location never answers the phone. They say a 20 minute wait and I have sat on the phone for longer than that and still never received the help I needed.
Niquel F | Overall ExperienceThere was a ceiling leak outside of our unit , C1092, making a puddle of water outside of our unit. I would really like this to be taken care of quickly, so no water gets into our storage unit! Thanks =)
Elizabeth S | Online Move InExpensive
Enright M | Overall ExperienceThe customer service was very bad. If u don't have a good customer service u don't have no business.
marie t | First ImpressionsYou can't improve on perfection.
freda w | First ImpressionsNothing out of the ordinary very modest and prompt service. Can't complain
patrick b | First ImpressionsHi, The girl at the desk was untrained and very stressed out. We have a room already. We wanted an empty room right across from ours. It has a green tag and a green lock. The girl insisted that a green lock meant the room was not available. I have been coming here for years. Red tag + second lock = renter behind on rent, no tag + 1 lock = normal room already rented, green tag + green lock = room available to rent. She refused to rent to us. She kept asking what size room we wanted. We said the exact room number. She kept saying it was not available. I said look me up on the computer. She insisted that a second room was a separate account. (What business would do that?) She gave me a form to fill out. It was in Spanish. She was very agitated and would not make eye contact. I said a green lock means it is available. She said a green lock means there is a problem with the room. The girl at the other station said she could help us. She looked me up in the computer and we completed the rental for the exact room I wanted with no problem. The first girl was standing on her chair yelling at people to get back in line. The poor girl needs training in the details of U-Haul rentals, and in customer relations. Had I net persisted, you would have lost a rental. Later, I was sent a PDF copy of my contract. My Norton virus scanner found a malicious script in the PDF. Your computer is infected.
Mark Y | First ImpressionsNeed to change prices on some of the storage
Ronald L | First ImpressionsThank you so much for helping me with this storage unit. You all have always been polite and going extra miles and I truely appreciate your help. I will be back again next time for my moving and storage needs.
NICOLE M | Overall ExperienceI enjoy my experience at UHAUL in particular the access card available to me to enter the premises where my property was stored.
WARREN H | Overall ExperienceHomeless people sleeping in the storage units. Terrible place no parking to get into storage units. Just the worst.
Celeste D | First ImpressionsThe hours really got to me, but other than that it’s a 5/5 experience.
Harish V | Overall ExperienceIt fit our needs when we needed it!
Diane W | Overall ExperienceHad two speakers stolen after leaving them unattended (my fault) for 5 min. The manager states that the vid camera wasn’t working and that there weren't any people/cars around and didn’t see anything. This statement leads me to believe he didn’t bother checking the video, because the place was super crowded (mass exodus from Boston), lots of people and cars were in and out while we were there. He didn’t bother to check. (It was too busy for him to check right after it happened - too many people at the counter. He wasn’t able to check the video when I asked him about it right after it happened. They were SLAMMED with people trying to store there stuff and get out of Boston (Covid). So when I followed up with pictures of the exact location the speakers weee stolen, etc. he said there was no one around that day and the cameras didn’t show anyone.) Leaving the cameras out at the corner right by my storage unit when they fell off the cart wa MY FAULT. Just wish I would have received more help from the manager.
ALYSON R | Overall ExperienceHuman capital for this branch needs a revision.
Hong T | Overall ExperienceThe staff was very friendly and polite. The information was explain with confidence. They made you feel welcome.
Carnell S | Overall ExperienceHad no problems
Gwendolyn C | Overall ExperienceThe place wasn’t bad but I had rust on my lamps and there was rat droppings on my things.
Princess C | Overall Experiencestorage facility is very clran and secure and the staff is very friendly and helpful.
Martha A | First ImpressionsI would have given and excellent score, but I was locked out 3 times (last night at 9pm during my move out) even though I had 24 hour access which I paid for. **But I would definitely give an excellent score for the staff who were always friendly and helpful.**
David C | Overall Experiencethe auto-move out thing is great. I thought I'd have to do more paperwork after emptying the storage space, but you guys ended the contract automatically. AWESOME!!!
Jessica D | Overall Experiencethank you!
Zachary S | Overall ExperienceWhile my storage unit was well secured and the staff was super helpful, when I emptied out my unit I found that mice had been living in it. I found mice fecal matter all around and on/in my stuff, and several of my books were damaged because mice got into my boxes and chewed on them. I did not have any food in my storage unit. I thought U-Haul and future customers may want to know this.
Kendall C | Overall ExperienceInteractions were as expected but none of the employees were wearing masks. Even out on the sales floor and in the warehouse. Anyone that had a mask had it pulled down to chin. Most employees were blatantly not wearing a mask at all. Very concerning and should be addressed.
Lindsey N | First ImpressionsI received multiple notices for late payments, despite my banks statements telling me otherwise and multiple phone calls to U-Haul. The statements I got were in accurate, and credited me with over $624,000 in payments, which unfortunately was not true.
PAUL H | Overall ExperienceOverall everything was excellent. There was minor concern over the homeless hanging out in there all day. Some of the storage bins have clothes in them that need a severe washing. I would still rate my overall satisfaction at a ten.
jack g | Overall ExperienceI didn’t appreciate how you went up on the price after the 1st month ..That’s the real reason Why I got my things n left..U could of told me that the price was going up..😞
john r | Overall ExperienceThe Manager Ed was pleasant, accommodating and a true believer in customer satisfaction! I felt valued s a consumer as a result of the way in which I was treated by Ed the manager. That is the example I believe he models for his employees. I received excellent service at the register, and after needing some questions and by the manager the other team member cleaned the van I was renting with a smile. The in store associates were pleasant and extremely helpful answering all my questions and making the the process of renting the storage and the vehicle a seamless process !
Jo-Ann N | First ImpressionsCould you guys sell your U haul clothing I like the Art
Geraldo R | Overall ExperienceTo be fair, the office was overcrowded so the employees were overwhelmed. That said, I was given completely unclear directions. I was told that I would not be able to access my locker past 5pm, while the web and subsequent emails have all claimed 24 hour access as a feature of the storage. Being forced out at 5pm meant I was unable to complete my unload and friends and loved ones who had offered to help me were badly inconvenienced. Thank you for considering this feedback, and all the best.
Robert W | First ImpressionsStaff was amazing. I was keeping my things for a little over a month in the storage facility and there was an issue with billing me for two months, and the staff settled everything and was incredibly helpful.
Harrison H | Overall ExperienceThank you. U Haul for your great experience 😊 you guys are very outstanding👍👍.
michelle r | Overall Experiencethe staff was very friendly and helpful
Brad S | Overall ExperienceMany homeless people lived out of the units. I was accosted whenever I entered the facility. The staff didn’t seem to really care
Ryan S | Overall ExperienceBlatantly unfriendly staff. Unreasonable check in processes.
Iordanis Z | Overall ExperienceYour system was down. The customer service person behind the desk (young man with a beard) took forever to register us. The young lady working next to him served 2 or 3 groups of customers in the time it took him to serve us. We waited 25-30 minutes to check out a rental van and register for a storage space. The attendant did not speak clearly and proceeded to eat his breakfast in front of us while we patiently waited for him to finish. Then after waiting that long, he hand wrote some scribbled info on a half sheet of paper, tore it off and handed it to use so we could be on our way. Not once did he apologize for the lengthy delay or thank us for our business. My experience with previous rentals at other locations has been fine. This was incredibly poor. I have a future rental booked at this location already that I am thinking of canceling.
Mark T | First ImpressionsHorrible customer service. They were very rude and unhelpful. Staff did not care about you. I have used this storage before and after this time I DO NOT RECOMMEND
Victoria P | Overall ExperienceThe staff here is awful and one time an employee was screaming at me to move my car even though it was parked legit. The manager of the facility didn’t seem to care what I went to him about the issue, neither did the regional manager. They charged the wrong CC one also and were unable to process a refund and simply put on the right CC, Otherwise the staff here is alway pretty rude and unhelpful.... I’d go out of my way to tell people to avoid this place...
JESSE B | Overall ExperienceI’ve never in my life seen so many mice droppings all over my storage. Disgusting!
Lanadya S | Overall ExperienceShe was very nice 💯
Sheila F | First ImpressionsLighting needed in storage units if possible
ALAN M | Overall ExperienceHorrible and unprofessional staff at this location. Heavy crime and loitering activity.in area.
Denise C | Overall ExperienceCustomers Service rep was nice and very knowledgeable. He direction was on point.
Latoya J | First ImpressionsMatt was very helpful for renting the unit and telling me exactly what I needed. Thank you!
Brianna J | First ImpressionsThe saleswoman who helped me was friendly, extremely helpful, knowledgeable, excellent service!!!
Robin L | First ImpressionsSo, this was a convenient option for quick storage. The manager specifically does a great job taking care of lots of people and employees, not all of whom are always in great moods. A few things I would improve include time from intake to checkout (it took a while), and the fact that my storage unit didn't have a full wall up to the ceiling, so an enterprising thief could get in and out without needing to pick a lock.
Theodore C | Overall ExperienceVery friendly and patient. Thank you.
John R | First ImpressionsExcellent service and great employe
HOWARD E | Overall ExperienceThanks for your service. One less bill to worry about.
LATOYA C | Overall ExperienceOther U Hauls have a test swipe in the office to see if the card works. That would increase customers convenience and your efficiency. An observant staffer helped me out The elevator is a terror!.
ANNE L | Overall ExperienceThe people who work there are very kind and accomidating . I loved the service I was provided. I give a 5 star all day , I feel like my things are safe and i just love the accomidations thank you!!!!!
Christine C | First ImpressionsThe was lots of mouse droppings in the unit..but the unit was clean otherwise
Michaela B | Overall ExperienceGreat service, good space and conditions.
Octavio C | First ImpressionsExcellent operation
FREDERICK C | Overall ExperienceThe customer service there was fabulous,,, I highly recommend others to use your services
Natalie H | First ImpressionsCost and hidden fees are ridiculous. I will never use these services again and encourage others to do the same.
John A | Overall ExperienceThey helped me trough the process was easy and fast and also helped me find my store room when I asked becouse I don't found it
Hector V | First ImpressionsThe young lady was very pleasant and helpful
Recey W | First ImpressionsThis review is regarding self storage - facility is clean, doors at dock for truck were out of service on a sunday; overall customer service with Kayla was wonderful - she was super helpful and kind
Sarabeth H | First ImpressionsI had been renting from UHAUL from Feb. of '18!!!It seems like their was a bias or racial presented from a staff member(Sarkatis)Was even assaulted (police report),which led to Judgemental Eviction!!!
Fitzroy B | Overall ExperienceFirst day system went down and waited for it to come back while movers on the clock. Next time I was there elevator broke while movers on the clock.
Marlon P | Overall ExperienceCustomer service was really great! I was given all the information I needed to know and was given just the right amount of storage space. They made it really easy and flawless. Thank you so much Uhaul
Ana T | First ImpressionsMy move out process went excellently thanks to the help of a lovely team member, Bonita! She helped me conduct everything flawlessly while I was out of state.
Tabitha M | Overall ExperienceSaw rodents in facility. Staff poorly informed about unit availability. Took FOREVER to rent a simple unit. Anyone could get into storage area without swipe card. Confused employees.
Alison L | Overall ExperienceThank you very much for all your support.
Beverly L | Overall ExperienceBroken elevators - very difficult to move items using the stairs. Unresponsive and unhelpful staff - didn’t call the maintenance guy to fix the elevators.
Branimir S | Overall ExperienceI did not appreciate the harassment emails after I moved out of the unit. I followed exact instructions when moving out so I do not understand why I was emailed several times about a late payment.
jasmine t | Overall ExperienceWas rudely disrespected and given a hard time by th supervisors. I took th storage do to a emergency but if needed now i know i need to find a friendier place.
ALEJANDRO C | Overall ExperienceMy experience was good. Small rodent problem. Other than that, everything was fine.
CHINA J | Overall ExperienceI do not remember the access hours, but overall service at the Roxbury U-Haul facility is always friendly and professional and efficient.
Deborah C | Overall ExperienceI have send an email in several ocassion to Mr.Luis Cardona in regard the mistake in the rental of the truck..i havent receive no answer..my account has been charge twice for one day rental truck
irma b | Overall ExperienceThe staff appeared to be in patient with customers. Key cards did not work properply some items were stolen and a resolution was not offered.
CAROLYN C | Overall ExperienceI am writing a comment because the program will not let me submit a review unless a write a comment. These computer generated surveys are becoming more and more annoying.
Bernard C | Overall ExperienceBecause I'm handicap I would have preferred to have had a locker on the floor. Otherwise it's just right for what I need..
Ruth T | First Impressionsad
Sanjeev M | Overall ExperienceUnfortunately, the freight elevators were not functional when we were moving our items from storage.
STEVEN H | Overall ExperienceI had to use an elevator, both were not working, no one came to fix the issue for ~45 min, I had to transport all of my stuff (including carts) down cramped stairwell because of employee negligence.
magnus j | Overall ExperienceRats got into my stuff and destroyed my mattress pad as well as some of my school books and other things. I ended up throwing a lot of my stuff out. Not great for a college student living on a budget.
Alexis T | Overall ExperienceI came after move in date and my storage unit was not available anymore. I thought that I had it for one month. They charged me double the price to book a new storage unit.
Branimir S | First ImpressionsI reserved a storage unit and they had the reservation but did not have the unit. I had to get a smaller unit and it could not hold all my stuff so I had to throw some things out. Very frustrated.
Robert D | First ImpressionsPoor customer service the 1-800 and the office have total different rules the 800 number tells you one thing and then ypu go into the office and its a different story all staff have bad attitudes!!
jose m | Overall ExperienceThanks!.
Kelvin C | Overall ExperienceYour staff was excellent and very helpful. I'd rate them excellent. My issue is with your key card entry system. The key card consistently failed to work properly even after it was re-programmed.
Bernard C | First ImpressionsThe ladies that were there, were more than helpful their customer service skill should be rated as 5 star. Being a manger at some of the best hotels, and restaurants in the city.
Alver M | Overall ExperienceReally nice staff
Laudys P | Overall ExperienceService was excellent - my reservation got mixed up and they were able to help me out and put me in a temporary storage unit.
Christina W | First ImpressionsThe young lady was very good explaining in deal tail everything and took time to get what I needed.
terry g | First ImpressionsGreat customer service always!
DENISE P | First ImpressionsMoved my son from the dorm and that being a stressful time being in a place I didn’t really know the area. This process was not stressful. Staff was very helpful. Move in access was very easy.
oneida m | Overall Experience6/18 Please fire Juanita R, worst customer experience evr, short tempered, angry and mean, didn't give me all storage unit info 7/18 please promote Shatora B so helpful and nice, also helped on 6/18
Madison M | Overall ExperienceWaiting over a half hour in line and then a half hour at the counter is unacceptable. Accomplished the goal though, but timing was rough for me.
Douglas H | Overall ExperienceSuper helpful and supportive of my needs
Jonathan B | First ImpressionsI can’t recall her name, but the woman who helped me saved my life. She is incredible and her willingness to help made a huge difference!!!
David U | First ImpressionsNo comments
Emilio R | Overall ExperienceThe only issue i had was trying to locate the representative when i returned her call, she gave me a call to let me know that they received a check from my bank after i moved out and my.
CYNTHIA R | Overall ExperienceStaff and management at the location are horrible. Nobody wants to do their job and they are all very rude.
COLIN H | Overall ExperienceThe facility was always clean and safe
Anthony M | Overall ExperienceThe Young lady who attended me (in which i forgot her name🤦♂️) was sweet and very informative towards my vist at uhaul. Thanks again and look forward to doing business again in the near future.
FRANCIS R | First ImpressionsJorge was very helpful with the whole process thank you
Margo P | First ImpressionsJorge was amazing. We had a lot of questions and he kept show us solutions. Came for boxes and left with a van rental and storage unit!
Daniel B | First ImpressionsNone
GILBERT O | Overall ExperienceThe woman who helped me was very nice, but also incompetent and unprofessional. Halfway through, she accidentally deleted all of my information. Her manager could not give us the attention we needed
Brock H | First ImpressionsThe staff was very nice thank you all
Cecelia A | Overall ExperienceThank you for your service I will recommend friends and family service is great I will come back againj
Stephanie F | Overall ExperienceThe Freight elevator knob has been very tight for the past few months; there is almost always-- NO ONE who is around to help; so we need to call the front desk - which is always busy with customers--
CHANDRASE N | Overall ExperienceDid noy let me see space first just assigned anf also I wasn't expecting STAIRS...
Taronna B | First ImpressionsI found the people they're very helpful and I'm glad I became a customer
Paul R | First ImpressionsDesign storage units that can hold an entire household without the consumer having to buy multiply units to hold all that they are storing, or allow a consumer to look at the unit, not the displays.
April S | First ImpressionsI have no problems with U-Haul I think this is an amazing storage place the access to it the cleanliness you in the bathroom to spotless
STEVEN T | First ImpressionsMice droppings everywhere. Nasty I took videos I will post on social media disgusting
tanesha s | Overall ExperienceLast night the staff was extremely rude for no reason and they had attitudes. I am happy I closed out my unit. They laughed at my frustrations which angered me. I will use different locations now on.
Lethia E | Overall ExperienceThere’s mice and rats in the storage units please tell people who rent your units to not put any food of any kind in the storage units
Monica J | Overall ExperienceMice and rat problem inside the storage bins,it needs to be addressed.
sheryl w | Overall Experiencethe floors in the storage facility were immaculate, bathroom ceilings not good concerns: looking over my shoulder as I swiped access card having to slam door fast before someone comes in behind me.
Bonita A | Overall ExperienceMy storage unit was broken into from the inside. I need a customer with uhaul for about 5 years and nothing like this has ever happened
RICKEY M | Overall ExperienceRATS IN STORAGE UNIT. Health hazard
Vignesh M | Overall ExperienceNone
Janice Q | Overall ExperienceStaff was rude and not delightful to interact with
Katherine C | Overall ExperienceGreat customer service.i will recommend mass ave u-haul locations it was very easy to rent the truck and the storage space the staff were great and very friendly.keep up the great service
ana v | Overall ExperienceWhen I would go to my storage to pick something Up i would see people drinking or doing drugs.. other than that everything else was decent. Coustomer service was always on point ! Thank you.
RAYMOND C | Overall Experience.
Jessica d | First ImpressionsSandy was AMAZING. My mover canceled last minute and she found a new mover all over the phone for me.
Olivia D | Overall ExperienceMove out process was easy with plenty of carts for loading up. Unfortunately they do NOT prorate. So, don’t plan on getting any money back even if you move out a few days into your month.
Rebecca J | Overall ExperienceI would recommend letting people know about taking a picture of the unit when they are checking out up front. Also if you could walk people to their unit when the first get it to show how to check in
Terry E | Overall ExperienceStaff scream and swear at customers in the parking lot. I asked for a storage unit for a 3 br apt and was given a unit that was much too small and it resulted in me losing some of my furniture and bel
Michael K | Overall ExperiencePerfect experience!
Shawn O | Overall Experiencethank you
Alexis G | Overall ExperienceThanks
Jenny R | Overall ExperienceSomeone attempted to break in my storage unit. The latch on my unit was grinded using a power tool. I reported it and they said they would call me to replace the latch. No call. Next day I moved out.
Jimmy V | Overall ExperienceThere were mouse droppings all throughout my storage unit. I moved out shortly after. Also was very frustrated that I paid for a full month on 11/22 and moved out 3 days later and got no refund
Trey S | Overall ExperienceWe have been able to unload our belongings from the Ubox and fill up the rented truck easily and inside (a treat when the weather is bad).
Sandrine Q | Overall Experienceprofessional
Wayne A | ReservationI found the staff here to be very nice and helpful. Service is slow, not their fault, but they are nice to work with.
Robert T | Overall ExperienceStaff is friendly and respectful.
Esther V | Overall ExperienceSome of my boxes have been found with mouse droppings in the bottom of them, and some boxes and bags had chew holes. Other than that, it was a good experience. Reservation desk staff are very polite
Alissa R | Overall ExperienceI was incorrectly charged for my first month of storage, I called multiple times and spoke to both customer service and the storage facility. No one fixed the situation until we went in person to clos
Gabrielle T | Overall ExperienceAll was great!
Alexandro G | Overall ExperienceEvery one there was very nice and helpful will come again
Cheryl P | ReservationStorage manager was very helpful!
Ken K | Overall ExperienceEveryone at the location was super friendly and helpful, helping me attach and detach my U-Box from the rental truck. Many thanks!
David H | ReservationFaster wait times.
Chad V | Overall ExperienceThank you
DREWCELL S | Overall ExperienceEveryone was attentive and helpful. A well run and clean facility.
Rosa B | ReservationI used the services for storage of a Ubox. My Ubox was lost and was not returned to me for 4 weeks. The staff and management had poor communication about the situation.
Erica A | Overall ExperienceFriendly and helpful staff. Clean facility.
Barbara B | Overall ExperienceI would recommend others to get a storage unit at the location in South Boston.
Wayne L | Overall ExperienceThe black man with the scarf on his head at the front desk was very rude to me when I requested to speak to the manager about my damaged bag and called the police when I insisted and threatened me.
Erica W | Overall ExperienceU Box service is very helpful to my moving.
Xinlong D | Overall ExperienceRegardless of the condition of this facility, the staff made it much worse. The staff was not in a good mood and were treating other clients (along with me) with impatience and rudeness.
georgina m | Overall ExperienceI was double charged for my order on August 30, 2018. I used a pickup truck and uhaul box. I was charged $42.66 and $55.18 for the same pickup truck. I would like this resolved immediately.
Morgan B | Overall ExperienceThe staff there at 985 Mass ave are great and very helpful. Shatora, Shakira and Jeanelly are awesome. The Guys handling the trucks are the best.
Jonathan P | Overall ExperienceStaff was excellent and very helpful.
David M | Overall ExperienceI waited 2 hours to get my U-Box while the employees were not communicating with each other and forgot to find my box. It took many reminders from me to the staff before I finally got it.
flavia m | Overall ExperienceDue to high demand, availability was very low but once I found an available truck., everything went smooth. Im very satisfied.
Stacy R | ReservationThis interaction was terrible, and am very unlikely to give my business to uhaul ever again. I had multiple vans cancelled on me and never received any credit like your company claims.
derek v | ReservationAfter my experience with uhaul, I would never use uhaul again. Very hard to get in touch with, never able to sign my contract due to it being in Spanish, had doubts I would ever see my ubox again
Sarah S | Overall ExperienceManager would not issue me a refund for 21 unused rental days or issue a credit for future rental. Not great customer service regarding this issue. Otherwise I was satisfied.
jackie m | Overall Experiencethe lines were long, but it was the busy season and the staff kept them moving
Bryan s | Overall ExperienceThank you the storage place was good
Thelma S | Overall ExperienceI had a wonderful customer services, very professional. Services was fast and pleasant. Wonderful job!
WENDY V | Overall ExperienceUpper level storage bin. The door couldn’t open all the way bc there was an obstruction on the ceiling.
Enright M | ReservationThe information online doesn't match the information they adhere to at the location like the hours or phone numbers. There is a HUGE disconnect as to what the process is for receiving a U-Box.
Lisa J | Overall ExperienceAll my stuff was in great condition and the staff were so nice!
Diana D | Overall ExperienceThe only thing was I wanted 24 he access and they wouldn't let me..
Debra L | Overall ExperienceNeed some air conditioner in the building.
george q | Overall ExperienceI had the best experience with this company on mass ave. The bosses treat me great and went over and beyond to help me with my situation.
Andre M | Overall ExperienceSpokeWithCallCenterReps(HannahDeborahLiz)ConfirmingOverTheMonthThatTruckAndStorageWouldBeAvailableGivenConfirmationNumber.Showed up,NoStorageAvailableAndPadLockStillOnTruckWhenDrivenToMove.HadToGoBack
colin d | ReservationThe pick up and drop locations were great, My only problem is that I needed to pick up my one-way rental trailer almost an hour away if it was better explained could have picked it up on my up north.
daniel a | ReservationThanks
Chris F | Overall ExperienceExcellent!
Chris F | Overall ExperienceStaff was very nice and helpful!
Kirsten G | Overall ExperienceThe crew at the mass Ave Boston u-haul facility are super nice, work very well together, and provide a positive customer experience.
Chris F | Overall Experiencepoor service
Yichen L | Overall ExperienceTerrible, worst experience I’ve ever had. General Manager is completely incapable. Staff who tried to “help” were clueless. Never coming back.
Matthew L | Overall ExperienceEasy to access, good elevators, always clean
RICKY A | Overall ExperienceStaff very helpful and accommodating
MICHAEL M | Overall ExperienceTerrible neighborhood !!
tom r | Overall ExperienceIf I ever need to store anything ,I would come back.
KAREN L | Overall ExperienceNo additional comments
Adam C | Overall ExperienceGreat service.
Warren S | Overall ExperienceRidiculous that you won't pro-rate a storage box. $75 to use the box for four days after paying you guys thousands of dollars is ridiculous.
Michelle B | Overall ExperienceMy experience was about as poor as it could possibly be. The wrong U-Box was shipped to Nashville, my box was completely lost, I cancelled my entire shipment, got my own contractors & was still billed
Marc H | Overall ExperienceNo comment
Jean M | Overall ExperienceI was satisfied with the service I received over the past 4 years. I would definitely recommend this particular U-Haul site to friends.
DIANE S | Overall ExperienceGreat staff! Very helpful.
Abigail S | Overall ExperienceIt was okay.
VALARIE S | Overall ExperienceI really happy when rent a store from U- Haul
Alex P | Overall ExperienceEverything was definitely clean. But I had a lot of trouble getting my card to work earlier this month, and the people at the Mass Ave location are impossible to reach via phone.
Bernice C | Overall ExperienceLines can be Extremely Long, but the service was good
Corin L | Overall ExperienceThanks for your service...at a time when I needed it the most. The price was more reasonable than other storage facilities in the area.
donna a | Overall ExperienceI saw a rat in the basement , and there was oil from a unit that leaked under the wall and onto the floor of my basement unit. In my unit on the second floor, we found a rat's nest under my sofa.
Eric J | Overall Experience