Customer Reviews for U-Haul of VFW Parkway West Roxbury

Rating:

2.0

I was given a different vehicle than what I was supposed to. I had difficulty with the self drop off, and had to call both customer service and the location to rectify the issue. The manager fixed the problem the next day. However, the person I rented the vehicle from and spoke to on the phone was very distracted. During my initial interaction, he was on his cell phone, talking to someone. He wouldn’t look up my initial rental, and instead created a new one with the wrong number matching the vehicle I took. When I called the following day, he kept saying “this is weird” and was focused on where he put the other key, not the issue I was dealing with. I would not rent from this location again if he still works there.

Rating:

2.0

I was very dissatisfied with U-Haul as I made a reservation on a Tuesday for a Saturday pick up and when I get there, what I reserved was not available nor could one be found which really hampered and altered my whole moving experience all because you guys screwed up

Rating:

1.0

I had a very disappointing experience at U-Haul. When I arrived for pickup, the employee at the desk appeared extremely unwell or impaired—he couldn’t keep his head off the desk for more than a few seconds at a time, which immediately raised concerns about professionalism and safety. I clearly declined insurance both online and again in person. He acknowledged that he would remove it, but I was still charged, which is unacceptable. The return process was just as frustrating. He stated he was alone and unable to properly assist, leading to delays and a lack of accountability. On top of that, his interactions with customers—both in person and over the phone—were impatient and at times outright rude, especially when language barriers were involved. Overall, the experience was disorganized, unprofessional, and concerning from both a customer service and operational standpoint.

Rating:

5.0

Nothing to improve on! The employee who managed our pick up was exceptional!!

Rating:

5.0

Person at the desk was alone and he was amazing. Asian gentleman that was fast and helpful!

Rating:

4.0

Customer friendly staff

Rating:

2.0

Easy to access which was nice but back of truck hadnt been swept and the 1st truck we were told to take had a homeless man sleeping in the driver's side...

Rating:

5.0

Just what I needed - a quick van rental on short notice for a reasonable price. Attendant was very polite and helpful, despite serving multiple customers at the same time. Van had some cracked plastic but was otherwise clean and in good condition. Pickup and Dropoff were (mostly) quick and easy. Two negatives: (1) System somehow lost my reservation I set up on-line. Fortunately a van was still available at the site. (2) Check-in app to take pictures of the van prior to leaving did not work.

Rating:

3.0

We were over charged by 100 and are waiting for the refund amount after going to the location.

Rating:

5.0

Continue with the great service

Rating:

3.0

We had a reservation. When we arrived there was a very long line - 9 people - when we got to the counter they didn’t have the truck we reserved and then charged us the higher price for the bigger truck. In addition the gas also cost more money because of bigger truck.

Rating:

3.0

I arrived at 8:15AM on 3/14 to pick up my reserved trailer. The location was understaffed, there were six customers waiting in line ahead of me. The single employee was friendly and apologetic, but could only work so fast. It took over 45 minutes to get to me. Once we hooked up the trailer to my vehicle, while checking the trailer lights the employee realized the lights don't work properly. The wiring harness on the trailer had been repaired the previous day, but wired incorrectly. There were no other trailers available at the location. The employee called a co-worker who was enroute to the location. He arrived 15 minutes later, and quickly identified the issue. He rewired the harness and the lights worked properly. I left the location more than 90 minutes after arriving; this is excessively long and not acceptable. As bad as this experience was, I still give this location a 3-star rating because the employees were communicative and friendly and obviously working as quickly as they could. I rented a similar trailer from a different location last week, and that pick-up was completed in less than 15 minutes. That rental got a 5-star rating.

Rating:

5.0

Bonzai helped me when I returned the van. He provided excellent service explaining the amount I was charged and was extremely helpful. Very knowledgeable! I will always come to this location.

Rating:

4.0

Not scam me for a 9 dollar charge when we re-filled the tank prior to dropping off the truck.

Rating:

2.0

This was my original pickup location, but the location had no appliance dollies despite being able to select them when I made the reservation. They attempted to transfer my reservation to the Mass Ave location, but the reservation was not completely made.

Rating:

5.0

Helped our move to be successful

Rating:

1.0

The fees are hidden and manipulative. When making a reservation, it is impossible to see the full and final cost. The full amount is not made available until actually picking up the vehicle. Specifically, it is not made clear that the rental rate and rental charge are separate charges until viewing the receipt. Between the rental charge and insurance, I paid $45 more than I expected based on the rental rate, mileage, and taxes.

Rating:

5.0

Manger was really nice, professional, and a strong sense of caring. Nice experience.

Rating:

1.0

Ordered a moving dolly online only to turn up and be told none was available. This message was delivered rudely and without any care - in fact the manager said he didn't care and nor would U-haul if I compained. This was all caught on camera and will be submitted to U-haul. Further, when refueling the truck, after 44 miles, the fule guage would not move after putting in first $15m, then another $10, then another $10 and then suddenly when just under $50 was put in the fuel guage jumped from 1/4 full to 3/4 full. The only explainations for this are a faulty guage or an intentional situation.

Rating:

1.0

I drove 10 miles and they charged me for two gallons of gas. Double what it should have used

Rating:

1.0

Every part of this experience was terrible. I've rented from other locations before and never had an issue, but this location I do not recommend. Despite doing my reservation ahead online, I still had to redo everything when I arrived. The van already dirt and snow in the back from previous use and one of the tires was low (tire light was on). Then, after I returned the van the same day (6 hours later) and 3.8 miles under my estimate, I was then charged an additional day and additional mileage the next day! Kept calling and getting redirected to a number that was not the store. It took me 5 days to get someone on the phone at the store to get a refund (no calls, voicemails or emails from back the entire week), and when I did get the refund it was still $10.76 short of what I was overcharged. Still waiting on the email they were supposed to send acknowledging the refund. Absolutely terrible service all around. Save yourself time, money and aggravation and go to a different location.

Rating:

5.0

nothing, it was a perfect experience.

Rating:

5.0

Nice very good the van

Rating:

1.0

Answer the phone when someone calls the location. I opted out if the insurance. They charged me for the insurance even after they made me go to my car to get a copy of my insurance. Then called me telling me that they were going to tow my car. I parked between 2 other customer cars.

Rating:

5.0

I had the pleasure of working with Juan at the Roxbury parkway location. He walked me Through renting a truck ,offering and explaining the pros the add ons. He was informative and genuine in the process; I did not feel he was pushing products on me, but instead of offering them for my convenience. 5 star service!

Rating:

5.0

Very nice staff. No need for improvement

Rating:

5.0

Very quick and easy

Rating:

3.0

The store opened 30 minutes later than my scheduled pick up time and the first vehicle assigned to me wouldn't start, so not a great beginning to my day. That said, the manager was kind and helpful, and the second vehicle was in great condition.

Rating:

1.0

I bought a set of straps, asked if I could return to drop off location if I didn’t use. and apparently the guy didn’t ’complete the contract’.

Rating:

4.0

The truck was extremely difficult to turn on even had to try multiple times. It was driving extremely slow as if it’s ready to die

Rating:

5.0

Excellent service!

Rating:

5.0

Excellent Service

Rating:

3.0

Have the vehicle you rent actually available at pickup time.

Rating:

3.0

the van had 146,165 miles on it when picked up...the front end was very loose, check engine light was on, happy I was not going a long distance.

Rating:

5.0

The gentleman out front sre very professional and nice.

Rating:

4.0

The vehicle was not at this location. I didn't want to go all over the place for it. Or I would have done it at first

Rating:

5.0

My second 10 foot truck rental this year This time my 10 foot truck had a backup camera which is very important It also had grab rail on both sides of cargo area for safe access to and from cargo area Recommend West Roxbury location

Rating:

2.0

The only good thing about the experiece was that the person was on time. The 15' truck check engine light was on, but the attendent said most of the truck check engine light were on. I ordered a furniture dolly and none was availiable.

Rating:

2.0

Worst rental experience ever, vehicle was terrible and shouldn't be on the road. Wipers were broken and it was raining out, front wheels felt like they were going to fall off. Will never use U-haul again. Much better and cheaper companies out there to use.

Rating:

5.0

It all works well!!

Rating:

1.0

Garbage left in truck from previous renter Guy working hates his life

Rating:

5.0

all good!!!

Rating:

2.0

I received no acknowledgement that I returned the trailer. It was during business hours and staff was present.I finally just left. I received no confirmation that it was returned for two days. I had to call uhaul to make sure I wasn't charged extra.

Rating:

3.0

Didn’t like the drop process

Rating:

5.0

There's nothing to improve and the guy working is absolutely wonderful professional great personality I hope you tell him this cuz I did

Rating:

5.0

Very polite gentleman helped me rent a good truck. Plus business was operational during a holiday.

Rating:

5.0

I had an excellent experience picking up my rental. The U-Haul representative was extremely helpful and answered all of my questions thoroughly. I would highly recommend this U-Haul location to others.

Rating:

5.0

Great, friendly service...

Rating:

1.0

I only requested to rent the truck for 4 hours ( in which I was asked by the rep to confirm ) however I was charged for 24hours!!!! I also put gas’s in the truck and was still charged for it. I have my receipt along with a video and no one has helped ! NEVR AGAIN! You guys are a scam !!!

Rating:

5.0

Excellent customer service! Great experience renting a truck! Thank you

Rating:

1.0

I didn’t move out! Someone put in the system that I cleared out my U-box but I did not. I’ve been trying to figure out what is going on but have not received an answer.