Customer Reviews for U-Haul of Rt 9 Brookline

Rating:

5.0

Franklin, the manager, is super helpful.

Rating:

5.0

It was very convenient. However, this was NOT one of the locations given to me as a choice to drop off. We passed it on our way to the address and figured we would give it a try to drop it off there. U-haul really needs to do better with making it a bit more convenient for customers to drop uhauls off. The locations we were given as a drop off options were all 30 minutes away in the wrong direction on top of that. However, once again the workers there were wonderful and took it no problem.

Rating:

5.0

The staff here is always on point!! Best truck drop off spot ever.

Rating:

5.0

Drop off process was easy.

Rating:

1.0

You need to make sure your inventory is updated on the website. Extremely disappointing to show up to collect my plastic bins I reserved a week in advance just to find out the facility had none available. Additionally, seems like someone should be reviewing orders coming in for the day to ensure inventory is available so the customer can be notified before coming in. This happened at the Mass Ave location and I was redirected to the Boylston location across Boston taking up time out of my work day and still wasn't able to collect the number of bins I had originally reserved which made my move an absolute nightmare. Thank you Boylston location for providing the bins that you could, Mass Ave location please get it together

Rating:

5.0

This was much better than I had anticipated! The people who worked here were great, and the cargo van we received was in great condition. Not only that, the van appeared even to have adaptive cruise control - which I did not use, but would be useful in a longer move. This location is also much nicer than last year when we went to the location near Mass & Cass.

Rating:

5.0

Employees were super nice and extremely helpful. Will come to this location again because of them specifically

Rating:

4.0

Seamless experience.

Rating:

1.0

Very shady workers and my feeling turned out to be true, the location charged me a fuel fee when I returned it at the same level. I knew something was up when they had me drop off truck without drop off inspection. Please fix this uhaul.

Rating:

5.0

People in the store who helped me were super nice and helpful. Would highly recommend and plan on using this location in the futute

Rating:

5.0

The staff recommended I call 1800-go Uhaul can fill out a CAF.

Rating:

5.0

Great experience! Very easy and everyone was super friendly and helpful. Will be back whenever I next need a U-Haul. Thank you!

Rating:

5.0

Awesome help.

Rating:

5.0

Staff was prompt and helpful. Gentleman stationed outside receiving the van was particularly friendly and professional. Was anxious about the experience before renting, but the team did an awesome job. Will recommend and use the service again in the future with no reservation.

Rating:

5.0

Staff were very helpful

Rating:

1.0

We drove out of our way by an hour to pick up confirmed equipment and it was not there. Then we had to take the U-Haul truck an hour to pick up the trailer at a different location than reserved. Then drive an hour back to get to the location of the items we were moving. Plus since you did not have the trailer that we reserved they ended up breaking into two contracts making us pay more. Eventually after I talked with three representative you gave a 50 credit which Bailey covered the up charge when they split the reservation.

Rating:

5.0

Nothing, always courteous! Thank you.

Rating:

3.0

Overall experience was OK.I did the online check in and followed the instructions to go to the front desk to get my keys. The staff did not acknowledge me and I was not given my keys until 15 minutes of standing by the side of the counter. Additionally, once I got my keys to my truck, another truck was in front of mine. I was not able to leave as another renter was still in the office filling out the forms and then was able to move their truck after another 20-25 minutes of waiting and taking photos of my truck. I had a 9:30am pick up and my truck was all the way in the back which makes no sense. Shouldn’t the earlier reservation trucks be parked in front? I wasn’t able to leave the lot until about an hour after my reservation time after waiting and taking all of the photos before leaving the lot. The truck itself was clean and fine but the staff did not acknowledge the customers who were standing on the side of the front desk who were clearly holding their phone out with their pick up code/key. Granted, it was a busy morning with a line out by the entrance, what is the point of doing no contact check in for the vehicle if it isn’t ready to go and block by another truck?

Rating:

5.0

I had no issues with returning the trailer to this location, until i received a call from the Wilmington, MA yesterday. I was asked by a woman when I planned to return the trailer I rented, Contract 79187358. I explained to her that I did return the trailer on Sat, 8/16, as was scheduled. I called the Wilmington, MA location on Saturday morning, 8/16 and asked to return the trailer to the Brookline Rt 9 location. She said that would be fine, and that I might have to be a little forceful to get them to take, but they should, and they did. They were very nice. Last night I received another receipt from Uhaul for $150.75, for Extra Days and coverage. Showing the trailer was returned on 8/20, 5pm, not Sat 8/16, at 9:46am when I originally recieved the emailed receipt. Please refund the additional charges.

Rating:

5.0

Franklin was fantastic and helped us a lot

Rating:

1.0

The staff person who helped me was really friendly and helpful. He answered all my questions and got me out quickly!

Rating:

5.0

Excellent. Friendly and courteous staff.

Rating:

4.0

the app said the key to the truck would be on the back of the truck and it was actually in a box next to the door to the office with minimal signage. would have felt easier and quicker if there had been a note that the key MIGHT NOT be on the back of the vehicle

Rating:

5.0

The staff were super nice and helpful!

Rating:

1.0

Not a good experience. I was not able to pick up the truck using the App and had to wait an hour for the facility to open. Once open, it took a long time for them to give me a vehicle and they did not honor the discounted price ($75 discount) that I was given during booking. When I was finally given a vehicle, I could not access it because it was blocked in by 2 other trucks. The total delay was almost 2 hours

Rating:

5.0

Our U-Haul experience, from beginning to end, was efficient and exactly what we needed.

Rating:

5.0

The staff at the Rt 9 Brookline UHaul were very helpful, friendly and knowledgeable. We had tried to rent from a competitor and they did not have the equipment we reserved, so we switched to UHaul at the last minute and we were so glad we did. We were able to get a vehicle that suited our needs and was also low mileage!

Rating:

4.0

Right tire on the trailer was worn to the threads. Obviously consumers don't know or aren't looking and the location is short handed and not able to do a complete check-in or out. Frankly, I looked at the left tire but didn't notice the right until I returned it. Guessing that the axel must be bent and causing excessive wear. That trailer needs to be pulled from service, it's a huge safety issue.

Rating:

5.0

Your app is difficult/impossible for online check-in/out because mileage entry doesn’t work and photos take too long to upload before timing out and forcing restart.

Rating:

2.0

I reserved a Uhaul for 8am. When I arrived at 8, I could not pick up my truck with the app like normal because it said my order required more assistance. When I called the number provided to me they said the keys to my truck were not left outside for me to access so I couldn't get my truck until 9, at any location. When I walked into the store a few minutes before, I had to wait 45 min before getting my truck. The only person working the front, all three registers and answering the phones (I believe his name was Franklin) was trying his best to help everyone as much as he could, however he was severely understaffed, the wait time was not his fault. We left uhaul at 10, two hours after my pickup time. The truck also only had 1/3 tank of gas instead of 1/2 like stated. There was also a parking ticket on the windshield.

Rating:

5.0

The gentleman helped with everything and was so pleasant. It was great and he is extremely professional. He was even training someone on how to do thee hitch with such patience.

Rating:

2.0

The employee who helped us was very nice, but he was training and the employee who was training him had to train him while serving his own customers. We arrived on time for our reservation and it took them half an hour to check us in, so we were late to meet the movers we had booked. Both employees were professional and polite, but the extraordinary wait time was not fair to us and they should have had at least one more employee working the shift.

Rating:

5.0

It was a wonderful experience

Rating:

5.0

A positive rental experience. Franklin was helpful and pleasant. I also observed his interaction with his colleagues and it was clear he is a natural at managing others. Thank you.

Rating:

1.0

back light not working . Truck pick up changed and where told we would get a 50 dollar credit that did not happen. Then our dolly and pads where not available we ordered. But were told we could buy them .. lol

Rating:

3.0

Honestly, I believe Franklin was kind of rude and short. I understand that you know people can be super busy in client facing jobs but his tone was very rude and borderline aggressive. As someone who works in client facing positions, I know that sometimes your mood may not be A-1 always but treating the customer with decency and kindness is a must.

Rating:

3.0

Very cramped space for returns but staff was helpful. Very busy first day of month. New apartment leases.

Rating:

3.0

I ordered a 10’ truck weeks in advance. The day before I was to arrive in Boston to move my daughter, I was called and told that they did not have a 10’ available and I would be given a 20’. This complicated the move as parking is scarce and the larger truck made it harder. Also, the larger truck consumed more fuel for out 400 mile trip and was harder to drive. Very dissatisfied with the way my rental started out.

Rating:

2.0

Employee was incredibly rude and unhelpful, it took me an HOUR just to even get the van after doing self service and only to find out my key wasn’t even in the lock box- was on with customer support for almost an hour trying to figure out something that the employee on site should have helped with but he said he wouldn’t. A horrible experience and I never should’ve wasted my money with you.

Rating:

4.0

Staff was amazing.

Rating:

4.0

Staff at this location are great. My only frustration was with the app, especially the way is sequences when it gets to the vehicles inspection and mileage part.

Rating:

5.0

为顾客提供停车位

Rating:

5.0

Franklin was very friendly, helpful, and detail oriented.

Rating:

4.0

Franklin was a very helpful, patient, and pleasant staff member. Thank you for a great rental experience.

Rating:

5.0

I feel bad that I had to return the 26 footer minus the Drivers Side Mirror but it fell off without any supplemental force applied.

Rating:

4.0

Justin, who brought a truck from a lot to us during the pickup time, was super friendly, professional. He patiently responded to our questions and he promptly demonstrated how to use the truck. I truly appreciate that Justin is a unicorn in the sea of lazy customer service representatives. Simply said Justin is not lazy.

Rating:

5.0

Don’t like being sent to a new location. Don’t like that the truck I reserved was not available. Hate when the gas tank is not full. Very hard to manage returning with partial gas. Should get a credit if retuned with more gas!

Rating:

5.0

First time user, impressed.

Rating:

3.0

Site seemed short staffed. Lone employee was working very hard to take care of customer. Please get him some helpers. He is a good guy that needs helpers.

Rating:

5.0

Excellent U-Haul location. The general manager is fantastic and the other employees were very professional as well.

Rating:

1.0

Such a bad customer service the rep was so rude

Rating:

5.0

I don't know the employee's name but the person working there on Saturday July 19 in the afternoon was extremely helpful. It was my first time using a trailer with my car and he hooked it up and unhooked it for me. Please give him my thanks.

Rating:

5.0

There was nothing y'all need to improve because Eli did a wonderful job with me and explaining how everything goes and he walked me right through the whole process and it was just a great experience Eli was excellent and I'll definitely use the Boylston Street store that's in Brookline Massachusetts because Eli he was very very nice and he walked me through everything again very professional thank you Eli.

Rating:

5.0

Awesome

Rating:

5.0

Franklin was great!

Rating:

5.0

This was the easiest UHaul pick up and drop off experience! Franklin who helped us out when we checked out was great and it all was very smooth and easy and quick. I would rent from this location again!

Rating:

5.0

I dropped off the trailer at night, without using the app. The agent checked me in the next morning and closed out the order, which was just what I needed. Thanks!

Rating:

5.0

The young man who helped me yesterday rent a motorcycle trailer was fantastic! I think his name was Franklin B. He could teach everyone a lesson in keeping their Cool under pressure. He was very friendly even when he was multitasking, phones, computers and people. Give this man a raise, he was keeping the place running yesterday.

Rating:

5.0

The moving experience was so good. The staff Franklin is very professional and enthusiastic.

Rating:

2.0

My interaction with two staff members during a truck rental left me with very mixed impressions. Elias: interacted with him few times before the rental pick. He was exceptionally polite, courteous, and helpful. He offered thoughtful tips regarding the truck size and our moving logistics, making a genuinely positive impact. I truly appreciated his professionalism. Pick up date: 15 ft truck, June 20th 4PM. Other guy: Unfortunately, my interaction with another staff member was quite the opposite. While I do not recall his name, his demeanor and responses were dismissive and unhelpful, which added unnecessary stress to the process: - When I asked whether it was possible to request a newer truck for a long-distance move, I was told, “We don’t take requests,” with no further explanation. - When we had trouble understanding the parking brake and requested assistance, the response was condescending, delivered with a smirk and the question, “Need help with what?” - I inquired whether the trucks had Bluetooth. I was told “Nope,” yet we later discovered the truck did, in fact, have that feature. - After purchasing a storage lock, we were not shown how to apply it properly, resulting in an unnecessary return trip the following day. I understand busy moments can happen, but the location was not crowded at the time. The dismissive and unprofessional attitude was disheartening and left a strong negative impression—especially given the stress typically associated with moving. I hope this feedback helps improve the consistency of customer service at this location. Experiences like mine should be the exception, not the norm.

Rating:

5.0

Great service from the attendant at the counter. Vehicle was new and clean.

Rating:

1.0

Reserved a tow dolly. Waited on line for an hour and 45 minutes only to find out they didn't have any left

Rating:

5.0

Easy pick up

Rating:

5.0

Both gentlemen working there were very helpful.

Rating:

5.0

Franklin, the manager made everything perfect. He went above and beyond to ensure everything was OK, I was comfortable with the truck and was fully equipped for my trip. Thank you, Franklin.

Rating:

2.0

Trailer had a hole in the front panel and leaked on my belongings and causing one of my wardrobe boxes to collapse