Customer Reviews for U-Haul Moving & Storage at Mass Ave Boston

Rating:

1.0

I had mouse droppings and mouse waste all over my stuff.

Rating:

5.0

The staff is excellent. They were very helpful. From the people in the show room to the ones outside. They made the move go smoothly. I would recommend this location to a friend.

Rating:

5.0

Very polite staff and helpful too. Thank you for the smooth pick up process!

Rating:

4.0

I would of said excellence but I will say average due to the rat poop at which I threw some things out. Other than that very convenient.

Rating:

1.0

Yall payment arrangement not good you can never pay half on it I told yall I’m not working now I loose all my stuff including my son ashes from his death but it’s all good

Rating:

4.0

Staff was always great. Facility is in depressed location but nonetheless a good experience

Rating:

4.0

Workers were fine, process was horrible. Rented a tow dolly and the tire went flat less than .5 miles from location. Called location, they sent to roadside service, roadside service was 2 hours out. Ended up costing me 400 more due to the delays I had already endured. Ended up taking back and swapping out. I can't wait 2 hours for a 5 minute fix. Would have fixed equipment myself, if I hadn't already paid for all the services that I needed, but weren't available in a timely manner. I have a tow dolly but decided to rent so I didnt have the expenses of any potential problems. Wasnt the case in this situation. Probably won't be using uhaul again.

Rating:

5.0

Customer service was the very best !!!

Rating:

4.0

Told them I never used an auto transport before and asked for help and they never helped me. Luckily YouTube showed me in a few min and I was all good.

Rating:

5.0

Jorge and Brewnda were awesome! I booked a unit not realizing there were stairs, which I can't do. They were able to change. Jorge backed my car up the ramp that I was afraid to :) don't use anyone else in Boston !

Rating:

5.0

very good

Rating:

5.0

I was overcharged and then ignored

Rating:

5.0

Calix was really nice and helpful throughout the whole moving process. He directed every moving steps and was really helpful with moving as well!

Rating:

1.0

Was not happy with the service. They charge for Gas when I shouldn’t have been charged. I brought it back the same way. It was given to me, and I have a picture of it because it was checked by one of the service people there that they said it was a full tank, and it was not a full tank.

Rating:

5.0

Isaiah B and Brenda R were extremely helpful and respectful and taking their time make sure we understood everything and agreed with everything

Rating:

3.0

I didn't really interact with anyone at this facility.

Rating:

3.0

The end cost is four times the advertised price. Buyer beware, refueling and opting out of the Safe Drive coverage would have saved $60. An additional $20 for return after hours was an additional unexpected fee. Unfortunately this trajectory is expected in today's climate... considering the circumstances. The employees did their *best. The convenience of same day services is appreciated. It takes due diligence and time to aquire reasonable alternative service providers is highly recommended.

Rating:

3.0

Broken direction mirror, hour late returning the van was charged for whole another day. Not very informative

Rating:

3.0

Steph needs to pay more attention to the customers such as paperwork in calls

Rating:

1.0

The staff is very unprofessional, they were mad and had attitudes. The unit was not clean. There are people living in the storage units. It’s not a good area used needles were on the ground. The staff was playing rap music in the office with a lot of swearing. I would not recommend this location to anyone.

Rating:

5.0

El manager chris es el mejor. El se aseguró de que todo estuviera perfecto . Muchas gracias chris

Rating:

4.0

I love renting trucks from this location. It's very convenient and local for me. They have great service and you're not waiting very long, especially if you've made reservations.

Rating:

2.0

SUGGESTIONS Carts with 4 sides PROS: All of the customer service on-site staff I interacted with have been kind and helpful. The storage halls were well-lit and very clean and I never felt unsafe while there. There were no live mice or bugs in my storage space. CONS: Unfortunately, there were dead mice in my storage space. I discovered rodent feces on the floor as well as in almost every bag of clothes and shoes and mice destroyed a piece of styrofoam and a sweater by eating it's way through the bottom half of it and used both things to set up their home inside one of my bags. Your maintenance person was kind enough to remove one of the dead mice for me but there was a skeleton of another inside the bag. Years ago I rented a van and although i had it for only a few hours I was fraudulently charged $320 for supposed "damage". I only knew about this by seeing the charge on my credit card statement after recovering from a virus weeks later. I visited the office for explanation and asked to see proof of the "damage". It took some digging but the customer service rep found photos that showed a sizeable scratch on the roof of the van that was clearly rusted. There was no possible way I could have been responsible for this damage and she agreed that based on the obvious rust it would be impossible. I asked to speak to the manager, Luis Cardona, but he was not on-site. I stopped by several times but he was never available. I ended up writing an email to him but never received any reply or reversal of charges. My credit card company could not dispute the charge because they said they had already paid it. I contacted UHaul corporate via email but never received any response. I reached out to the Boston Office of Attorney General and was referred to the Office of Consumer Affairs & Licensing. They sent out letters but eventually closed the case because they never received a response either. Due to health issues I did not pursue remedy further and could not physically move my belongings out. Now that I am able to walk again I decided to empty my unit and pursue the fraudulent charge matter once more. I emailed the current manager, Chris Francisco, and explained the situation. He responded that the vehicle was not inspected upon return so there was nothing he could do. I appealed to him that there was no way I could have damaged the roof in the few hours I had it to the point it rusted over the next day but received no further response. I am happy to provide you with a copy of all correspondence and photos of the "damage" and would appreciate a refund of the $320. This is the reason I am rating my experience as Below Average.

Rating:

4.0

The staff was great but upon picking up my truck a homeless man was sleeping in the back cabin you can tell his bodily fluids was on the cabin floor which was just hosed off and given to us. Upon return it was after hours and going through online steps it wanted to charge me for gas when I returned it with more gas then was given.

Rating:

1.0

I was told by the Augusta,GA office I could return the equipment that I bought as long as it wasn’t damaged. The employee told me she would give me her employee discount and didn’t. The price was supposed to have been $227.00 and it went up for $408.00 and I have a reservation for that price I have to call the regional office so they can give me the price I was told. The office on Boston, they were rude not friendly at all. They was playing rap music and it had swears in the song. They was very unprofessional. I will be getting my stuff out of that storage by the end of this week. I don’t care that the first month was free. I asked for a unit on a lower level due to my disability and he gave me a 3rd floor unit in the back. When I g did get to the storage unit that unit was already occupied they had to change me out to another unit. He told me he would send me a email with the new unit number never did. I had an overall bad experience with uhaul and uhaul storage. I would not recommend this company to and friends or family for their long distance or in town move.

Rating:

5.0

Friendly, helpful employees

Rating:

5.0

Goog

Rating:

5.0

Very good experience

Rating:

4.0

This booking goes wrong. I returned the truck around 12 noon, it said I returned at 2:30pm and charge me for another day. The mileage is getting super ridiculous with a lot of bushit charge now. You are the motivation I'll save up for my semi truck

Rating:

5.0

The U-Haul team at this location was joyful and helpful. It was a great experience from start to finish. The moment I pulled in the parking lot, I was greeted by a very helpful man (Lamar), who showed me where to park and was helpful loading my car with packing bins. When I returned a few days later to pick up a truck, return a truck and later return the rented bins and blankets I had - I was greeted with helpful and joyful staff members. On 4 separate visits, it was consistently great!

Rating:

3.0

My confirmed delivery time was changed 3 times resulting in a 2 day delay. Also I had to pay laborers (movers) for the missed Saturday and Sunday delivery times. And on the day I received my box, it was delivered outside of the 4 hour delivery window. Meeting expectations and keeping promises should be your priority.

Rating:

3.0

They sold us a lock that didn’t fit the truck. I got two emails that said a tow dolly was reserved for us and there was not one there. Super frustrating. So my elderly parents both had to drive across the country from Boston to Kansas City, instead odd bring able to take turns driving.

Rating:

5.0

Plus I cleaned the shit out of the front part of the car. You should give me a discount for that to smell that thing it was awesome. And don’t tell me it wasn’t.

Rating:

5.0

I was charged for 10 miles, but only did 9 miles. When I left I took a picture of the miles which read12399, but the final bill showed it was out at 12398.

Rating:

5.0

This is the second time dealing with this location and both experiences have been excellent. The only issue this time, which is reflected above in my answer to "Was the equipment clean and well maintained" is that there seemed to be oil in the trailer I rented. Getting oil on a motorcycle tire can be disastrous and potentially fatal so that was a bit of a concern for me. Other than that, the people at this location are great and I'll be back again for sure.

Rating:

5.0

It is closed to me. Unfortunately, it is difficult to rent a Van directly. You have to make reservations on the phone or on the line. The only local option is to rent a truck. Associates should have options of renting existing vehicles. They did have several Vans available, but I couldn’t get one because I didn’t reserve it.

Rating:

5.0

Your staff should respect us customers

Rating:

5.0

The service was above and beyond and the personnel was very articulate.

Rating:

5.0

Maybe some coffee and donuts

Rating:

3.0

The unit that was assigned to me was take. And now having hard time getting it to pull up on app

Rating:

4.0

It was a little tough dropping the truck off near midnight with some homeless people trying to camp in a truck nearby; however, they were respectful of my space and didn't try to take anything from me or use my van so it wasn't wholly negative.

Rating:

4.0

Service was good and staff was very helpful thank you

Rating:

5.0

Shorter lines at checkout

Rating:

4.0

Our experience was exceptional overall, with one notable exception involving a young woman at the front desk. Her demeanor was consistently unprofessional, and she seemed disengaged from her responsibilities. At one point, when her colleague (a courteous gentleman) approached to inform her about an available 10-foot truck, she abruptly dismissed him, incorrectly stating that none of the 10-foot trucks could be rented for out-of-state use. Her behavior escalated when she walked away mid-conversation to use the bathroom, leaving us unattended for over 30 minutes. While the rest of the team provided excellent service, her rude and disrespectful attitude significantly impacted an otherwise positive experience.

Rating:

4.0

Customer service was quick and courteous

Rating:

5.0

The staff was very accommodating to my needs and was very, very, helpful as well as patient. There was an issue with the locks, and I told the rep. and he was kind and just corrected the situation right then and there, so thank you!

Rating:

5.0

You doing grate job keep goin.

Rating:

5.0

Friendly environment

Rating:

3.0

A couple days before my reservation, I was contacted by a Uhaul rep about hauling a trailer from one location to another since my truck rental was 1-way only. I was offered extra miles, not a discount, by way of compensation. Given I wasn't planning on driving any additional miles beyond what was allotted at the reservation, I mostly did it to be nice. When I showed up, the staff was completely unprepared for my reservation and it took an additional 20 minutes to get the trailer ready, which caused a chain reaction of delays on my end. Everyone was friendly and had good rapport but this was a bit sloppy.

Rating:

2.0

The packing movers I booked through U-Haul told me they put a lock on the container. The unpacking movers I booked through U-Haul told me there was a lock on the container and it cost $65 for U-Haul to remove. This feels like a scam. Either by U-Haul or one of the two companies who did the pack or unpack. I won’t recommend U-Haul to anyone until this is sorted.

Rating:

5.0

Very fast and efficient

Rating:

5.0

NINGUNO

Rating:

4.0

No comments yet

Rating:

1.0

They gave me a bad truck that broke down with me and I was stranded on the road for about 6 hours so I called them unfair

Rating:

4.0

I dropped of while office was closed. There were other people also dropping off. Which made things feel a little more comfortable. BUT, there was a couple walking around the property. They did not work for the store. Made things a little uncomfortable.

Rating:

5.0

Staff are kind, efficient and excellent!!

Rating:

1.0

Do NOT use the app. It is an utter waste of time. It took 30 min to go through all the steps while the employees sat around drinking their Dunkin and refusing to help because ‘once you start in the app there’s no way for them to check you out.’ THEN once approved you still have to go to the desk and have them check you in to get the key. Returning the vehicle was equally an arduous process as it took 1 min for each of the 7 photos you are required to take to upload.

Rating:

5.0

Super easy and helpful staff.

Rating:

5.0

Robert was amazing made my experience quick and easy

Rating:

3.0

I was told there would be a half tank of gas but there was only 50 miles left. Brought it back the same way and got charged for 8 Gallons

Rating:

1.0

Worst experience ever, equipment didn’t even work properly!

Rating:

1.0

Reservations can't be picked up outside of business hours. I had a reservation an hour before opening and according to the staff this happens all the time that they have people show up but cars can't be picked up. Returning the car was almost impossible as they filled up the entire return parking lot with trucks. It took some tight maneuvering to squeeze between trucks and posts to park the car legally.

Rating:

5.0

Good customer service

Rating:

5.0

Rear door would not fasten.

Rating:

1.0

Poor customer service, rude and unfriendly staff They won't let you park your car in the parking lot, so if you're coming from far away and need to leave your car there, how do you do it? He can't find a parking space on the street Dissatisfied.

Rating:

5.0

Living in Roxbury I was always hesitant to use this location because it looked clustered and area has lots of traffic ( I ended up going as far as Saugus to a non climate control unit that emptied out in -5 degree weather). I WAS WRONG! I called ahead and spoke to Robert because I had received a free month as part of renting a U-haul while moving. He told me where to park and then when I had some issues with deciding on the size of my unit ( They have sample units you can see in the front office) He personally took me to the unit in the facility and showed me how to put in my code and use the elevators ( the regular and loading elevator) When I saw that unit wouldn't work for me, he showed me a few more! I chose my unit then easily got into the loading bay that is covered and had several carts ( and a donation bin) season accessible. The loading elevator was easy to use and I got my truck unloaded in 1/2 the time it took me to load! I really appreciated his help along with the rest of the team from the loading dock to the crew that cleaned my unit when I moved in. Thank you!

Rating:

5.0

Literally , every person we met was friendly and out going . Was one of the nicest experiences in customer service that I have ever had .

Rating:

3.0

You need to watch your bill before you leave, there’s a lot of hidden charges they don’t tell you about

Rating:

2.0

Rats inside the storage and had to throw most stuff away

Rating:

5.0

Perform maintenance on the car I used; it had a broken windshield wiper and difficulty starting.

Rating:

5.0

Robert went above and beyond to make our temporary stay as comfortable as possible. He was very professional and helpful. He answered all our questions thoroughly.

Rating:

5.0

Your employee Brenda R was excellent in facilitating my storage reservation and storage space. Sincerely, Deborah Hubert

Rating:

4.0

We have been loyal U-Haul customers for a long time, but this was by far the worst experience we’ve had. First, there was a hole in the ceiling of the truck’s cargo area, and because of the rainy weather, our furniture got completely soaked—something we didn’t realize until we arrived at our destination. Second, there was a U-Haul dolly left in the back, which took up space and made loading and unloading much more difficult. We had measured how much space we needed, and having the dolly there actually made us unable to place the items safely the way we had planned. Third, the cargo area’s lamp wasn’t working, making it extremely challenging to move our belongings in the evening. Overall, this experience was frustrating and disappointing.

Rating:

4.0

The lines were extremely slow.

Rating:

5.0

Customer service was excellent I was in and out gal at front desk was nice efficient. Guy check in check out was nice and helpful with gas gauge i like the ease if drop off email receipt. Nice people working there, helpful

Rating:

3.0

Employees always pass they place and the manager look over it

Rating:

5.0

Good

Rating:

2.0

Very expensive, registration online does not match in person cost, I got charged twice the original price. Very upset. I will be going to a competitor from now on.

Rating:

4.0

Compared to my first experience with U-Haul, the employees were great! More specifically, Brenda Rodriguez and George D. made sure that I understood everything properly and allowed for a very smooth process. They treated me with respect and care.

Rating:

5.0

Joy was nice and everything she helped me. She’s a great worker.

Rating:

5.0

Phenomenal service

Rating:

5.0

Thanks for the great customer service

Rating:

3.0

I felt uncomfortable during a couple of times. There were 4 guys blasting music and partying in the carport. There was a couple of people living out one of the units on 33..

Rating:

3.0

Moving is a long process and at some point it can get very complicated and a lot to deal with ! The storage access hours is way to early and it is very difficult to get things done in one day !!!!

Rating:

4.0

Robert took a. lot of time showing me various options. NO pressure to make a commitment

Rating:

5.0

Kanisha, Robert and Chris's really do an amazing job to help me get through my moving process. I rented many units up to 3 units at one time! and rented about 6-8 trucks from 25 footers to 10 footers in past 6 months. Despite loosing some items to rats and mold getting into unit they were very professional and helped me best way possible! They made a hiccup into a pleasant experience! They are truly top notch customer service! their facility is located in a tough location yet they keep a smile and provide great customer service!

Rating:

3.0

Had mouse damage and problems with overcharging or double yes it was corrected still a issue. Staff for that storage B+

Rating:

5.0

Everyone was friendly and very helpful

Rating:

5.0

Mr. White and his staff treated us always with the most magnificent service there is to offer. Extremely thankful of how amazing we were treated at this facility. We definitely would recommend them to our friends and family.

Rating:

5.0

All went fine. Excellent.

Rating:

3.0

Decent experience, except for coming back to see rat poop all over my stuff. I should have known when I saw rat traps in the storage rooms when I moved in.. find yourself a cleaner storage location

Rating:

3.0

The move out process is crazy. It was never explained when renting the storage. Had someone call to state that my storage was empty and basically had an argument with staff about the storage unit. The staff returned and said that she it was an error. She did not apologize for the inconvenience.

Rating:

4.0

Everything was GREAT! Joseph Briggs

Rating:

5.0

Complacido y agradecido muy buen trabajo muy responsables y atentos.gracias por su buen trabajo

Rating:

5.0

Great place

Rating:

5.0

Thank you for all your services

Rating:

5.0

Todo bien gracias por ayudarme

Rating:

5.0

I had an exceptional experience at U Haul, and the staff demonstrated great caution and extensive knowledge regarding the equipment. Furthermore, they provided a demonstration on the process of gaining access to and leaving the storage unit. I was pleasantly impressed with the amount of time and effort they dedicated to their work.

Rating:

5.0

Sophia was extremely helpful and accommodating and able to rent new storage too.

Rating:

5.0

Employees at this location were amazing!! Truly could not speak better about them.

Rating:

4.0

It was ok but it just smelled like a men’s locker room

Rating:

2.0

This store is (understandably) busy and slow, only a couple staff members are friendly and helpful. The U-Box staff are completely non-communicative and very slow to get to you. A U-box appointment means nothing there.

Rating:

2.0

I found moths in my unit

Rating:

2.0

There were mice in my unit. When I came to pick up all of my things there was mouse poop left on all of my boxes and furniture items. I had to replace a couple items and spent multiple hours cleaning the rest of my things.

Rating:

5.0

Robert Warren provided excellent servcie

Rating:

3.0

When I arrived in June. The original storage facility size that I had reserved was no longer available. This caused a tremendous amount of stress because I was unsure if all of my items would fit in the smaller sized storage facility. In addition, it was not on the ground floor as I read. Further, the ramps were very crowded. Cars were unable to get in there because some trucks were not respectfully parked. There was no U-Haul staff are monitoring this to assist with double parked individuals.

Rating:

5.0

We encountered several problems with other moving/rental companies who did not show/confirm reservations. Finally realizing we needed to do the move ourselves we arrived at UHaul on Mass Ave in Boston. Seeing the clean and secure storage facility, we asked about options. The staff was kind, professional and extremely helpful. We got the entire job done in a few hours and the help from the staff literally brought me to tears. We were in a stressful position and they helped assure us that they could and would competently help with all our needs. Would rent and store with them again for sure.

Rating:

5.0

Staff is amazing!!

Rating:

5.0

Robert should be manager

Rating:

3.0

Not enough staff at the counter. Had a 9:00 am pickup for truck rental and it almost 2 hours because the line was 30 deep only 1 person working the counter.

Rating:

2.0

We were told we would get a free storage unit with a one-way truck rental only to find out as we were moving our stuff into the unit which happened to be smaller than the one we booked staff second from the first lady we dealt with told us that a one-way truck rental was in regards to moving from one state to another. Which signs all over the U-Haul place say if you rent a truck or van one way you get one month free storage which to me we drove less than 2 miles up the road and packed our stuff and brought it to their storage unit, to me that would be a one-way rental cuz it's still just going to the U-Haul One Way truck rental packing up the truck at one place and and bringing it to another is completely separate than one wa. It was false advertising misrepresented and explained after the fact costing us nearly $200 more than we anticipated let alone all the sneaky hidden fees. Next time I'll ask a friend with a truck to help me move or go to a different rental place I'm not looking to keep having my stuff in storage with U-Haul on the long term. to enter the storage building, you have to type * Then your number code followed by the # sign, into two different code machines, followed by a third on the second floor unless you take the elevator, anther code machine to use the bathroom and In our case, our unit is up a flight of stairs with larger poles in the hallway (you have to watch your head) that extend through the top of the unit. I was unpleasantly surprised and the second set of people we worked with were a bit rude compared to the pleasant and polite woman who first helped us.

Rating:

5.0

Kenisha was the best and made the process very smooth.

Rating:

3.0

I haven't seen the unit and I haven't been there I'm in the hospital so someone put the stuff in there for me but I appreciate everything you have done for me

Rating:

5.0

Staff was professional, friendly, and helpful!

Rating:

5.0

Awesome

Rating:

5.0

Brenda was very friendly and helpful.

Rating:

4.0

N/A

Rating:

5.0

Kenisha (think that was her name) was awesome! We arrived close to closing time, and she stuck around a few minutes late to ensure we could get our stuff in the facility. We had a very long travel day and didn't want to miss the window to move stuff in. Appreciate her!

Rating:

5.0

Robert was a BIG HELP!! EXCELLENT

Rating:

5.0

The manager Robert was incredible at 985 Massachusetts Avenue in Boston. Went above and beyond to make my experience enjoyable. Give him a raise and promotion, seriously. I called him when I got stuck in the freight elevator, even after business hours he not only helped me out of the elevator but he helped me move into my storage unit as well. 5 stars for Robert!

Rating:

2.0

It may be an uphill battle given the location, but I feel that if the staff enforced their rules it would make the facility feel more secure. There were a number of people living in storage units and the loading area frequently had people loitering on mopeds.

Rating:

1.0

workers were not very professional, extended wait time for truck even though I already reserved it online prior, my original code wasn’t working to get into the self storage unit.

Rating:

5.0

Kenisha was very helpful and patient to answer my question and help me to solve my issue. Thank you very much, Kenisha.

Rating:

5.0

Awesome

Rating:

3.0

Considering the location or the area overall it was a good experience.

Rating:

5.0

Brenda (or Sandra, I apologize for forgetting the name) was incredibly helpful and flexible in getting me set up with the storage unit

Rating:

3.0

I am a consumer who utilize the storage facility, located at 985 Mass Ave. I have to be transparent, and this means being honest. I can honestly say that I have some very challenging experiences with some of the customer service representatives that work at this particular location. Some of the staff at this particular location needs to improve on their customer service skills, because it was below average. The only customer service rep that I would give high praise to, is Robert, because he went out of his way to make sure that my utilization of the storage unit was the best and he has the best customer service skills for that particular location. if I was to recommend a friend/family member to this location, I would actually ask them to seek out Robert, and that is the only person that I would have them to deal with. my experiences at this particular location started when I first went to rent this particular unit 176 back in either August or September 2023 and it was very discouraging, but I need to rent a storage unit. I even went across the street, so I can see what their rates were as well. in the beginning, I was very disappointed at the customer service representatives, until I interacted with Robert and again that was the only person I dealt with all of the time. Chris was OK, but he needs improvement as well.

Rating:

5.0

Everyone was helpful. The manager was very helpful accommodated me to my needs will recommend.

Rating:

5.0

The only downside is how expensive it is to store things even for a little while.

Rating:

5.0

The uhaul crew are very friendly and proffessional and the manager as well.

Rating:

5.0

Robert helped us at front desk and walked us to the unit. We appreciate his help.

Rating:

5.0

Always happy with your service so far

Rating:

5.0

I had a very bad experience at U-Haul in 844 Main St, Cambridge, MA 02139. My reservation was given to other people by the customer service in that office. I was told that the reservation was first come first serve which I think was very wrong. I did have very good treatment at U-Haul Moving & Storage At Mass Ave Boston though.

Rating:

5.0

Professional and accommodating!!

Rating:

5.0

Great service will recommend friends and family for your service

Rating:

3.0

Mice problems

Rating:

5.0

Great place to use

Rating:

5.0

Awesome service didn’t have to wait long

Rating:

5.0

Nice uhal company good luck

Rating:

5.0

I am great full for the time and service Uhaul provide me I only left because I lost all my former income sources Thank you all! Blackstone keep doing what you're doing

Rating:

5.0

Will use again if neede

Rating:

5.0

The staff were very friendly and helpful. It was nice to see you have a donation bin on property.

Rating:

4.0

The check-in counter office is across the road from the storage building. The staff were friendly and helpful.

Rating:

2.0

The attendant was extremely unhelpful and was not focused on helping me get my reservation. She took frequent breaks to chat at random and the process took an hour just for a self storage reservation. It was very frustrating and discouraging.

Rating:

3.0

The only problem I had my card didn't work I had to go to office or wait for someone to go in or come out

Rating:

1.0

I was charged for 3 gallons of gas for the uhaul van. I drove 12 miles and put in 2 gallons before returning yet you charged me for 3 gallons of gas.. The gas gauge is clearly higher than when I picked it up, I have photos. Unless your vans get 2 miles per gallon, this is outright fraud.

Rating:

2.0

the storage unit interior was beat, looked like it was refurbished, was mice traps inside, dirty, for the amount was charged not acceptable, looked like wood panels inside not finished , I felt like something could leak in the storage unit above mine, looked honestly like a make shift kenel for for a dog or animal, no air, yet it's advertising as temp, how, ? disgusting looking for a different company, I'm disappointed and disgusted that a company with this much money don't care, and will voice my opinion the staff was cool, too cool, like they owned the place, eating lunch at desk, I even got to use the computer myself to input my own info, wow..

Rating:

1.0

After 4 years as a tenant, U-haul wants a review from me. OK - but remember, U asked for it, & U sent me the link, as well. Fri., April 19, 2024 I can only speak of my experience with the U-haul franchise at 985 Mass. Ave., Boston, Ma. Other locations may be very different. The Mass. Ave. location often fails to answer their phone; you listen as it rings, you know it's during biz hrs, but no one picks up. The site manager is impossible to get ahold of, EVEN WHEN HE LEAVES URGENT VOICEMAIL MSSGS, ASKING YOU TO PHONE, A.S.A.P. I ended up calling the U-haul national HQ customer service phone, in order to leave him a message, because I never succeeded in reaching him, nor did he return my calls, when I left mssgs asking him, "what's the problem? - Why do you need to speak with me, so urgently?!" When I arrived to vacate my unit, my key went into the padlock (which, like everyone else, I was forced to purchase on site - U can't use your own padlock, but must buy one from them), BUT DIDN'T TURN - I couldn't open the padlock! This wasn't an overlock; I was current on my payments. It APPEARED to be the same padlock as the one I installed, in Jan. 2021 - but it obviously was not. It had always opened, before. I walked to the elevator, left the storage bldg, crossed the street to the office, & waited for someone at the cashiers / svc desks to be available. I told him it seemed U-haul REPLACED MY PADLOCK. He looked slightly shocked, & said, "No! - we would *never* do that, or if for some reason, we were forced to, we would notify you." Then I returned to my unit, & waited over 30 minutes for an employee to show up "to help". // When he did, he asked, "Are you the one who WANTED A KEY?" - Not, "are you the tenant who can't unlock their padlock?"... He followed that with, " YOU HAVE A BALANCE. DO YOU WANT TO TAKE CARE OF THAT?", in a mildly threatening tone. I replied, " It's due today. I am not in arrears." He phoned to confirm that - then pulled a small yellow bank envelope from his pocket, WITH MY UNIT # WRITTEN ON IT, & opened the padlock, before handing me the keys. JUST AS I SUSPECTED, U-haul had indeed swapped my padlock for another, & then their own personnel DENIED doing so. They had most definitely ***not*** sent me any notice - not via text, phone call, nor e-mail - to inform me that my property was no longer accessible. When I opened the door, I was stunned to see every horizontal surface, covered with mouse droppings, interspersed with urine stains, & many items were CHEWED. There was no food stored in my unit - the mice chewed paper, fabric, plastic - anything that wasn't metal. In some areas, mouse feces lay 1/4" deep. The bottom edge of every unit door is approx 1.5" above the concrete floor - to allow mice & cockroaches easy access to unit interiors. // Why not install door sweeps on both sides, to keep the pests OUT, rather than ineffectually scatter poisons & spray insecticides everywhere?! Thank God, I usually carry disposable gloves (I work as a PCA). I donned a pair before touching anything. Also, oddly, ALL 4 TIRES on my Urb-e bike trailer - a brand new, never used unit!, the bike battery was never installed; bike & trailer were moved from the loading dock on carts - WERE FLAT. I doubt it's a coincidence that the trailer was the last item packed, & sat in the doorway - right in front of whoever opened the unit door. I don't know if the inner tube caps were removed to deflate them, or if someone just stuck something sharp into each tire - but they were flat for so long, the tires have a permanently flat side, & cannot roll. They only scuff along, with considerable friction & resistance. I vacated my unit. I swept all the mouse droppings on the floor out the door, with bits of my things they'd chewed, into a corner - out of the traffic path. I photographed the empty, relatively clean unit, & the door, sans lock. I showed the photos to the clerk, & left. This stands as THE WORST EXPERIENCE I have ever had, at any self storage business, ever. I've rented units in 3 states, at franchises belonging to 5 different national chains - The U-haul at 985 Mass. Ave., Boston, is - in my experience - uniquely & abysmally BAD. Denying tenants who are current on rent access to their own property, violates their own lease clauses. REPLACING a tenant's padlock with a visually identical, different padlock, WITHOUT NOTICE OR CAUSE, is theft. The level of infestation is simply off the charts. The manager is impossible to reach. The employees often don't answer the landline phone - I once called multiple times, for 3 days straight, & never got anyone to pick up the receiver. (I've told the HQ telephone reps just how difficult it is, to reach on site personnel.) I was again forced to contact nat'l HQ, in order to speak to a U-haul rep.

Rating:

5.0

This was a great experience! The facilities were clean, and the staff was exceptional! The store manager was amazing and deserves a raise! All the staff there do! I will definitely choose this UHaul again for my moving/storage needs!

Rating:

5.0

You all has been the beginning and have been very successful fantastic business fantastic way of getting things done in moving America when all is helpless good job keep up the good work but on a veterans at least great respect admiration yeah move America take care God bless respect your your veterans respectful to you thank you keep going on doing what you do you help a lot take care thank you

Rating:

5.0

Karla/kayla was amazing I cant remember her name but she went above and beyond

Rating:

3.0

Allow longer access after business hours, please.

Rating:

4.0

Staff at 985 mass ave is great and very friendly . Karla deserves a raise and promotion for her great customer service.

Rating:

1.0

I 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.

Rating:

5.0

Perfect place and nice and clean convenient And very easy to order online easy enough for An elders to use

Rating:

3.0

There 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).

Rating:

2.0

I 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.

Rating:

5.0

Can'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.

Rating:

5.0

The 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.

Rating:

5.0

Everything was excellent 👌

Rating:

5.0

The 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

Rating:

5.0

Brenda was awesome. So helpful. Thank you

Rating:

5.0

Good Customer Service.

Rating:

5.0

This 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.

Rating:

4.0

Everything 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

Rating:

5.0

I was very very happy with your service

Rating:

5.0

I 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.

Rating:

5.0

Robert gave me great customer service and I appreciate that. Thank you!

Rating:

1.0

They 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.

Rating:

4.0

The 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.

Rating:

5.0

A man named Robert helped me, he was very nice.

Rating:

5.0

Robert 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!

Rating:

5.0

🤙🏻

Rating:

5.0

They listen to your problem and make sure to find someone that can solve the proble with respect

Rating:

5.0

I'am very satisfied with my store rent from uhal, thanks

Rating:

4.0

My 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.

Rating:

5.0

I 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 !

Rating:

4.0

Employee are very helpful and understanding and I thank you everyone for God blessed all🙏♥️

Rating:

1.0

My 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.

Rating:

5.0

T

Rating:

5.0

Staff were amazing! Easy pick up and drop off for the truck, and storage was a breeze!

Rating:

5.0

Bobby was very helpful with what I needed and provided a great experience

Rating:

1.0

Some 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.

Rating:

5.0

Robert 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

Rating:

3.0

there are no carts at the loading dock consistently. sometimes 1.

Rating:

5.0

Someone 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.

Rating:

4.0

24/7 self storage would be preferable

Rating:

4.0

Rodent 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.

Rating:

3.0

Please 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

Rating:

4.0

Robert at the front desk was excellent and very helpful. He was pleasant and personable

Rating:

5.0

The young lady that helped us was very friendly and professional. I have forgot her name but she was excellent!

Rating:

5.0

I 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.

Rating:

5.0

Very happy with staff and cleanliness of the trucks. Will use you again in the future.

Rating:

4.0

One day one of the staff was very rude. Otherwise the experience was positive.

Rating:

5.0

Karla 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

Rating:

3.0

多收了162+162+162还没退款

Rating:

4.0

Frances was very polite and helpful

Rating:

3.0

The 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.

Rating:

5.0

The 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.

Rating:

3.0

New to the facitly. Not ready to rate.

Rating:

1.0

I 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.

Rating:

1.0

The 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.