Customer Reviews for U-Haul of Rt 9 Brookline

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

Rating:

5.0

My interaction with Elisa for the pick-up of our rental van was excellent. Friendly, informed, efficient (even when the computers were down). Excellent representative fro the UHaul company! Eileen

Rating:

5.0

Eli was so helpful when renting out the u-haul. An issue popped up with the other location we were renting from not having any trucks available so Eli helped us get one the same day and communicated really clearly. There were some technological issues with remotely checking the car back in on the app which were frustrating but he helped us navigate it.

Rating:

5.0

Excellent service.

Rating:

1.0

Franklin B. was extremely rude. He was in the back when I arrived and I had to call for him. I arrived 20 minutes after my reservation time because I had taken the bus. He had canceled my reservation even though Uhaul never tried to contact me. He refused to rebook my reservation until I verbally agreed to contact them if I was going to be late in the future and stared me down. He gave me the wrong key so I looked around the lot for a truck that wasn't there before I got the right key. Also when I called the day before to confirm they would have a furniture dolly, someone answered and immediately hung up. Unbelievable Uhaul allows this kind of service and rude employee.

Rating:

1.0

Low ratings to draw your ATTENTION. The location is great and the folks working there are very nice - courteous and professional. First thing that was annoying was that I needed a cargo van and was told that those were not available for same-day rental. It was a rainy clod Monday afternoon in the second week for the month and the lot was full of cargo vans and I could not rent any of them! When asked why, the counter person just said it was a company policy and that he could not provide any explanation. Oh-kay - a 10" truck would do, and it costs the same. Fine. But... You CANNON RENT UHAUL now unless you have an INTERNET ENABLED SMART PHONE. That's right, folks! If you don't have a full on "smart" phone - U DON'T HAUL! Forget your phone at home - sorry.... Have a cell phone but it's a simple flip or brick with no browser - sorry... Ren from UHaul regularly and they have your license and credit card on file but not smart phone - sorry.... No UHaul for U. Is this DISCRIMINATION? A new type of technocratic discrimination? Not enough that you have to have a credit/debit card (though it is technically in violation of Massachusetts and many other state's laws) to obtain their services or goods, not you also have to have a smart phone with data service enabled. Why is this wrong? Well, I can think of a few reasons. Can you? So now, you still get a paper copy of the contract but you also have take pictures of your license with your phone and then go out, and using UHaul's the web page take multiple picture and make notes on condition, mileage, fuel level etc. yourself! Isn't that cool?! Not if you ask me. I'm fed up with my phone as it is. Isn't that fun? Maybe for a college freshman moving for the first time but for the rest of us - I'd say NO! And it didn't work anyway! I had to go back into the office twice for help with that only to be told that "sometimes it doesn't upload" so to take pictures with my phone camera. So again, with all this technology, THE CUSTOMER DOES THE WORK now! Can I get a discount for that? Just kidding. I don't mind the work but I do appreciate service and am always willing to pay for it. Will be exploring other options for future truck rentals for sure.

Rating:

5.0

EXCELLENT REP, VERY NICE, CLEAN LOCATION AND FAST, EFFICIENT RETURN OF THE TRAILER. THANK YOU! I WISH THE PHONE REPS WERE AS KIND AND KNOWLEDGEABLE AS THE ASSOCIATES WE HAD DIRECT CONTACT WITH AT THE TWO LOCATIONS I AM REVIEWING PENNSAUKEN, NJ AND BROOKLINE, MA!!

Rating:

5.0

Very good customer service from Elias.

Rating:

3.0

hi there. Everything was fine until I looked last receipt, I found fuel charge 2 gls .$9.00. I made sure tank was full, It was 3/4 capacity when I got the van. It will be nice if I get off this charge. thank you

Rating:

3.0

Pickup location and employee were perfect. The truck was not. Clearly it had not been checked over carefully enough ad the driver side mirror was not operable. The screw holding iot steady was stripped so it never stayed in place driving which is very dangerous. Mirrors MUST absltly be checked on a truck. We were on a tight deadline to have truck packed by professional moves so nothing could be done but TAPE as advised by one of your employees. The 4 hour trip to NY was NOT comfortable nor felt safe. WHO checks trucks coming in????

Rating:

5.0

Franklin is the absolute BEST. Patient, polite and understanding. 10/10

Rating:

1.0

Rude and bad attitudes employees at the front desk. I was there just yesterday afternoon the employee who served me was super rude with so much attitude and was looking down on me.was barely willing to help.

Rating:

5.0

Very smooy=th pick up and return

Rating:

5.0

Excellent service, equipment as described, isn't my firs rent from this location Thanks

Rating:

5.0

Like always, U-Haul makes everything easier for you. Fast check-in and checkout, phone and App support, and sound vehicles. I strongly recommend.

Rating:

5.0

Nothing, all was perfect, thank you!

Rating:

3.0

Truck was covered with ice on the roof. At the first stoplight the ice slid off breaking the radio antenna. I called them immediately to advise that I wasn’t responsible for this damage and it was like pulling teeth.

Rating:

3.0

The employee working when I dropped the truck off was very rude. The employee when I picked up the truck was great

Rating:

5.0

I thought that the steering on the unit that I rented was loose. Constant corrections were required on the highway. It has 114,000 miles on it.

Rating:

3.0

You could clean your trucks better and rent it with a full tank. The trick with 3/8 of tank is pure cheating. Your online system is very nice, though.

Rating:

5.0

The truck needs to maintenance. The truck was having a hard time picking up speed, you had to punch the gas to get it to go to 20 mph the engine is making noise. The customer service was great when I went to drop the truck off the guy was very nice and allowed me to stand inside the store during to the weather conditions. Very grateful

Rating:

5.0

Nothing, this rental experience was perfection!

Rating:

1.0

I would never recommend any of my family or friends for using this service specially this location. This is scam and they charge you extra mils without your permission and then blame you for it. It’s a freaking scam and fraud.

Rating:

5.0

clean the front seats, smell like old man. thank you

Rating:

4.0

decent service - recommended

Rating:

3.0

I made a reservation to include multiple dollies and when I showed up to the location, they said they did not have any available. You need to specify this is the case beforehand, made the move so much tougher.

Rating:

5.0

Youre good

Rating:

5.0

Excellent service. Check in was made easy by Franklin. I hope Igot his name right, as he was able to deal with 3 bookings simultaneously. Awesome service.

Rating:

3.0

Thanks

Rating:

5.0

Keep it that way

Rating:

5.0

The inside windshield needs cleaning but otherwise excellent staff and equipment

Rating:

5.0

The personnel at both locations are very helpful and kind. Thank you very much!

Rating:

4.0

I submitted a previous review stating that they did not record my return of the truck and I was charged for several more days. Everything has been corrected and I appreciate that it is resolved. The actual rental and usage of the truck was great.

Rating:

5.0

I loved the fact that your location had a clean bathroom (and you let customers use it!). This was particularly welcoming at the end of a long day on the road.

Rating:

5.0

excellent overall service at this location, I encountered unexpected issues with the truck and they listened and addressed the situation well

Rating:

5.0

Nothing to improve. Customer service was great.

Rating:

2.0

The guy at the front desk slowed down an entire line of people waiting because the customer he was serving had a credit card issue. It took over 25 minutes to get past this one customer and serve the next person while everyone was in line. And he only did that because the guy complained about the wait and told the customer to get her credit card fixed somewhere else!

Rating:

2.0

I was overcharged and still have not been refunded. At pick up I was delayed about an 1 because of a back and forth situation with the U-Haul desk persons and their customer service function. Seemed like a back end issue that no one knows how to resolve. Everyone who tried helping was nice and attempted to accommodate me but they did not understand the situation. This seems like a company wide issue

Rating:

5.0

Extraordinary customer service. Our thanks to Manny Campos and all who work here. We will be renting again and will recommend!

Rating:

5.0

I was called and told that my reservation for a 15 foot truck could not be honored but that I could have a 20 foot truck. While this was bad news, it turned out when I got there that there were plenty of 15 foot trucks so it worked out in the end despite some unnecessary stress.

Rating:

5.0

The folks working at this Boylston St location are always friendly and helpful, and they have everything you could want for moving in the shop. Today, after I dropped the van off, Chris immediately called to let me know I had left my AirPods behind. Just exceptional service here

Rating:

5.0

Very professional and intelligent people running this location. Great customer service. I highly recommend this location.

Rating:

5.0

Perfect

Rating:

5.0

Ok

Rating:

5.0

Really easy pick-up and drop off. The van was in great shape, held A LOT, and handled easily. Thr staff were friendly and helpful and efficient. Price was great!!!! Highly.recommend.

Rating:

2.0

This is hard to rate because we had great customer service at the start with this location. We were informed the day before that what we rented was actually unavailable. I called this location and the person I spoke with really took the time to walk through the issues with me. We went and got the truck and spoke to the people there about getting the trailer later in the day. This was not a problem and they signed off on it. The issue was the evening that we showed up to get the trailer. The person as the counter was incredibly unfriendly and very obviously was not wanting to help. The trailer information was completely messed up in the system and after hooking the trailer up and informing us it was our responsibility to do the rest, he just walked away. I told him we have no experience with this and he did not even offer any advice, like the Uhaul video we eventually found about how to use the trailer. This is not on any one location, but for a company who specializes in moving to not assist with the equipment, there is a real problem. We are not experts and were not even offered advice. I understand if you do not want to be liable, but you could train your staff on the basics of how to use these devices and provide even information on how to find the video. We were preparing to start a 13 hour trip, and instead we had to sit on the ground at 8PM in 50 degree weather and figure out how to work a trailer. Your staff could at least point to the video or guide but have your customers sign a liability form.

Rating:

5.0

When returning the rental I mentioned that the inside of the windshield was so hazy that my attempt to clean it with a paper towel proved inadequate. Outside of that, the van was fine.

Rating:

2.0

All was good until checkout. I have been renting trucks from this location for more than 10 years and have developed a relationship with most of the staff who appreciate the business I give the company, and also I am a neighboring business. I always make a point to refill the gas tank as it was when I took out the truck. Lately, there have been A LOT of incorrect readings of the gas gauges where I have to take a picture of the tank ahead of time if there is any discrepancy at checkout. Well, yesterday, maybe the tank was a hair different than when I took it out, and I was charged at least $42 more because of this. To me. this is terrible business practice and feel I was unjustly charged and would appreciate some kind of reimbursement. Just look up my account and see all of the business I do with you!

Rating:

5.0

Manny was excellent

Rating:

5.0

All good ! In and out efficiently without delay.

Rating:

3.0

When we rented in Boise, we provided a Cape Cod address as our destination. We were not given the chance to drop off in Hyannis which is 5 minutes away. Instead it was set up for Brookline which is over and hour away.

Rating:

5.0

Manny was incredibly helpful and friendly, as was everyone at this location! Thank you guys for your help

Rating:

5.0

Very helpful costumer service. They were so nice and kind with my requests. Thanks!

Rating:

4.0

Location was closed at drop off, but the app made it easy to return the truck and the keys.

Rating:

1.0

Require routine maintenance on your vehicles to prevent putting customers like me in danger with dysfunctional rentals. Better communication with your staff to prevent overdrawing my account with erroneous charges. Better policies for expedient resolutions when you've made severe mistakes. Overall, this was such an awful experience, I never want to rent from U-haul again.

Rating:

3.0

I was first given a trailer with a 2" hitch that did not fit my 1 7/8" ball (Brookline, MA), but the manager at a different location (Brighton, MA) replaced it for me, free of charge. Overall, great quality but would have appreciated better service initially.

Rating:

5.0

Maybe just clearer direction on where to park while you are picking up your vehicle.it seemed like a free for all