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

I enjoy my experience at UHAUL in particular the access card available to me to enter the premises where my property was stored.

Homeless people sleeping in the storage units. Terrible place no parking to get into storage units. Just the worst.

The hours really got to me, but other than that it’s a 5/5 experience.

It fit our needs when we needed it!

Had two speakers stolen after leaving them unattended (my fault) for 5 min. The manager states that the vid camera wasn’t working and that there weren't any people/cars around and didn’t see anything. This statement leads me to believe he didn’t bother checking the video, because the place was super crowded (mass exodus from Boston), lots of people and cars were in and out while we were there. He didn’t bother to check. (It was too busy for him to check right after it happened - too many people at the counter. He wasn’t able to check the video when I asked him about it right after it happened. They were SLAMMED with people trying to store there stuff and get out of Boston (Covid). So when I followed up with pictures of the exact location the speakers weee stolen, etc. he said there was no one around that day and the cameras didn’t show anyone.) Leaving the cameras out at the corner right by my storage unit when they fell off the cart wa MY FAULT. Just wish I would have received more help from the manager.

Human capital for this branch needs a revision.

The staff was very friendly and polite. The information was explain with confidence. They made you feel welcome.

Had no problems

The place wasn’t bad but I had rust on my lamps and there was rat droppings on my things.

storage facility is very clran and secure and the staff is very friendly and helpful.

I would have given and excellent score, but I was locked out 3 times (last night at 9pm during my move out) even though I had 24 hour access which I paid for. **But I would definitely give an excellent score for the staff who were always friendly and helpful.**

the auto-move out thing is great. I thought I'd have to do more paperwork after emptying the storage space, but you guys ended the contract automatically. AWESOME!!!

thank you!

While my storage unit was well secured and the staff was super helpful, when I emptied out my unit I found that mice had been living in it. I found mice fecal matter all around and on/in my stuff, and several of my books were damaged because mice got into my boxes and chewed on them. I did not have any food in my storage unit. I thought U-Haul and future customers may want to know this.

Interactions were as expected but none of the employees were wearing masks. Even out on the sales floor and in the warehouse. Anyone that had a mask had it pulled down to chin. Most employees were blatantly not wearing a mask at all. Very concerning and should be addressed.

I received multiple notices for late payments, despite my banks statements telling me otherwise and multiple phone calls to U-Haul. The statements I got were in accurate, and credited me with over $624,000 in payments, which unfortunately was not true.

Overall everything was excellent. There was minor concern over the homeless hanging out in there all day. Some of the storage bins have clothes in them that need a severe washing. I would still rate my overall satisfaction at a ten.

I didn’t appreciate how you went up on the price after the 1st month ..That’s the real reason Why I got my things n left..U could of told me that the price was going up..😞

The Manager Ed was pleasant, accommodating and a true believer in customer satisfaction! I felt valued s a consumer as a result of the way in which I was treated by Ed the manager. That is the example I believe he models for his employees. I received excellent service at the register, and after needing some questions and by the manager the other team member cleaned the van I was renting with a smile. The in store associates were pleasant and extremely helpful answering all my questions and making the the process of renting the storage and the vehicle a seamless process !

Could you guys sell your U haul clothing I like the Art

To be fair, the office was overcrowded so the employees were overwhelmed. That said, I was given completely unclear directions. I was told that I would not be able to access my locker past 5pm, while the web and subsequent emails have all claimed 24 hour access as a feature of the storage. Being forced out at 5pm meant I was unable to complete my unload and friends and loved ones who had offered to help me were badly inconvenienced. Thank you for considering this feedback, and all the best.

Staff was amazing. I was keeping my things for a little over a month in the storage facility and there was an issue with billing me for two months, and the staff settled everything and was incredibly helpful.

Thank you. U Haul for your great experience 😊 you guys are very outstanding👍👍.

the staff was very friendly and helpful

Many homeless people lived out of the units. I was accosted whenever I entered the facility. The staff didn’t seem to really care

Blatantly unfriendly staff. Unreasonable check in processes.

Your system was down. The customer service person behind the desk (young man with a beard) took forever to register us. The young lady working next to him served 2 or 3 groups of customers in the time it took him to serve us. We waited 25-30 minutes to check out a rental van and register for a storage space. The attendant did not speak clearly and proceeded to eat his breakfast in front of us while we patiently waited for him to finish. Then after waiting that long, he hand wrote some scribbled info on a half sheet of paper, tore it off and handed it to use so we could be on our way. Not once did he apologize for the lengthy delay or thank us for our business. My experience with previous rentals at other locations has been fine. This was incredibly poor. I have a future rental booked at this location already that I am thinking of canceling.

Horrible customer service. They were very rude and unhelpful. Staff did not care about you. I have used this storage before and after this time I DO NOT RECOMMEND

The staff here is awful and one time an employee was screaming at me to move my car even though it was parked legit. The manager of the facility didn’t seem to care what I went to him about the issue, neither did the regional manager. They charged the wrong CC one also and were unable to process a refund and simply put on the right CC, Otherwise the staff here is alway pretty rude and unhelpful.... I’d go out of my way to tell people to avoid this place...

I’ve never in my life seen so many mice droppings all over my storage. Disgusting!

She was very nice 💯

Lighting needed in storage units if possible

Horrible and unprofessional staff at this location. Heavy crime and loitering activity.in area.

Customers Service rep was nice and very knowledgeable. He direction was on point.

Matt was very helpful for renting the unit and telling me exactly what I needed. Thank you!

The saleswoman who helped me was friendly, extremely helpful, knowledgeable, excellent service!!!

So, this was a convenient option for quick storage. The manager specifically does a great job taking care of lots of people and employees, not all of whom are always in great moods. A few things I would improve include time from intake to checkout (it took a while), and the fact that my storage unit didn't have a full wall up to the ceiling, so an enterprising thief could get in and out without needing to pick a lock.

Very friendly and patient. Thank you.

Excellent service and great employe

Thanks for your service. One less bill to worry about.

Other U Hauls have a test swipe in the office to see if the card works. That would increase customers convenience and your efficiency. An observant staffer helped me out The elevator is a terror!.

The people who work there are very kind and accomidating . I loved the service I was provided. I give a 5 star all day , I feel like my things are safe and i just love the accomidations thank you!!!!!

The was lots of mouse droppings in the unit..but the unit was clean otherwise

Great service, good space and conditions.

Excellent operation

The customer service there was fabulous,,, I highly recommend others to use your services

Cost and hidden fees are ridiculous. I will never use these services again and encourage others to do the same.

They helped me trough the process was easy and fast and also helped me find my store room when I asked becouse I don't found it

The young lady was very pleasant and helpful

This review is regarding self storage - facility is clean, doors at dock for truck were out of service on a sunday; overall customer service with Kayla was wonderful - she was super helpful and kind

I had been renting from UHAUL from Feb. of '18!!!It seems like their was a bias or racial presented from a staff member(Sarkatis)Was even assaulted (police report),which led to Judgemental Eviction!!!

First day system went down and waited for it to come back while movers on the clock. Next time I was there elevator broke while movers on the clock.

Customer service was really great! I was given all the information I needed to know and was given just the right amount of storage space. They made it really easy and flawless. Thank you so much Uhaul

My move out process went excellently thanks to the help of a lovely team member, Bonita! She helped me conduct everything flawlessly while I was out of state.

Saw rodents in facility. Staff poorly informed about unit availability. Took FOREVER to rent a simple unit. Anyone could get into storage area without swipe card. Confused employees.

Thank you very much for all your support.

Broken elevators - very difficult to move items using the stairs. Unresponsive and unhelpful staff - didn’t call the maintenance guy to fix the elevators.

I did not appreciate the harassment emails after I moved out of the unit. I followed exact instructions when moving out so I do not understand why I was emailed several times about a late payment.

Was rudely disrespected and given a hard time by th supervisors. I took th storage do to a emergency but if needed now i know i need to find a friendier place.

My experience was good. Small rodent problem. Other than that, everything was fine.

I do not remember the access hours, but overall service at the Roxbury U-Haul facility is always friendly and professional and efficient.

I have send an email in several ocassion to Mr.Luis Cardona in regard the mistake in the rental of the truck..i havent receive no answer..my account has been charge twice for one day rental truck

The staff appeared to be in patient with customers. Key cards did not work properply some items were stolen and a resolution was not offered.

I am writing a comment because the program will not let me submit a review unless a write a comment. These computer generated surveys are becoming more and more annoying.

Because I'm handicap I would have preferred to have had a locker on the floor. Otherwise it's just right for what I need..

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Unfortunately, the freight elevators were not functional when we were moving our items from storage.

I had to use an elevator, both were not working, no one came to fix the issue for ~45 min, I had to transport all of my stuff (including carts) down cramped stairwell because of employee negligence.

Rats got into my stuff and destroyed my mattress pad as well as some of my school books and other things. I ended up throwing a lot of my stuff out. Not great for a college student living on a budget.

I came after move in date and my storage unit was not available anymore. I thought that I had it for one month. They charged me double the price to book a new storage unit.

I reserved a storage unit and they had the reservation but did not have the unit. I had to get a smaller unit and it could not hold all my stuff so I had to throw some things out. Very frustrated.

Poor customer service the 1-800 and the office have total different rules the 800 number tells you one thing and then ypu go into the office and its a different story all staff have bad attitudes!!

Thanks!.

Your staff was excellent and very helpful. I'd rate them excellent. My issue is with your key card entry system. The key card consistently failed to work properly even after it was re-programmed.

The ladies that were there, were more than helpful their customer service skill should be rated as 5 star. Being a manger at some of the best hotels, and restaurants in the city.

Really nice staff

Service was excellent - my reservation got mixed up and they were able to help me out and put me in a temporary storage unit.

The young lady was very good explaining in deal tail everything and took time to get what I needed.

Great customer service always!

Moved my son from the dorm and that being a stressful time being in a place I didn’t really know the area. This process was not stressful. Staff was very helpful. Move in access was very easy.

6/18 Please fire Juanita R, worst customer experience evr, short tempered, angry and mean, didn't give me all storage unit info 7/18 please promote Shatora B so helpful and nice, also helped on 6/18

Waiting over a half hour in line and then a half hour at the counter is unacceptable. Accomplished the goal though, but timing was rough for me.

Super helpful and supportive of my needs

I can’t recall her name, but the woman who helped me saved my life. She is incredible and her willingness to help made a huge difference!!!

No comments

The only issue i had was trying to locate the representative when i returned her call, she gave me a call to let me know that they received a check from my bank after i moved out and my.

Staff and management at the location are horrible. Nobody wants to do their job and they are all very rude.

The facility was always clean and safe

The Young lady who attended me (in which i forgot her name🤦‍♂️) was sweet and very informative towards my vist at uhaul. Thanks again and look forward to doing business again in the near future.

Jorge was very helpful with the whole process thank you

Jorge was amazing. We had a lot of questions and he kept show us solutions. Came for boxes and left with a van rental and storage unit!

None

The woman who helped me was very nice, but also incompetent and unprofessional. Halfway through, she accidentally deleted all of my information. Her manager could not give us the attention we needed

The staff was very nice thank you all

Thank you for your service I will recommend friends and family service is great I will come back againj

The Freight elevator knob has been very tight for the past few months; there is almost always-- NO ONE who is around to help; so we need to call the front desk - which is always busy with customers--

Did noy let me see space first just assigned anf also I wasn't expecting STAIRS...

I found the people they're very helpful and I'm glad I became a customer

Design storage units that can hold an entire household without the consumer having to buy multiply units to hold all that they are storing, or allow a consumer to look at the unit, not the displays.

I have no problems with U-Haul I think this is an amazing storage place the access to it the cleanliness you in the bathroom to spotless

Mice droppings everywhere. Nasty I took videos I will post on social media disgusting

Last night the staff was extremely rude for no reason and they had attitudes. I am happy I closed out my unit. They laughed at my frustrations which angered me. I will use different locations now on.

There’s mice and rats in the storage units please tell people who rent your units to not put any food of any kind in the storage units

Mice and rat problem inside the storage bins,it needs to be addressed.

the floors in the storage facility were immaculate, bathroom ceilings not good concerns: looking over my shoulder as I swiped access card having to slam door fast before someone comes in behind me.

My storage unit was broken into from the inside. I need a customer with uhaul for about 5 years and nothing like this has ever happened

RATS IN STORAGE UNIT. Health hazard

None

Staff was rude and not delightful to interact with

Great customer service.i will recommend mass ave u-haul locations it was very easy to rent the truck and the storage space the staff were great and very friendly.keep up the great service

When I would go to my storage to pick something Up i would see people drinking or doing drugs.. other than that everything else was decent. Coustomer service was always on point ! Thank you.

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Sandy was AMAZING. My mover canceled last minute and she found a new mover all over the phone for me.

Move out process was easy with plenty of carts for loading up. Unfortunately they do NOT prorate. So, don’t plan on getting any money back even if you move out a few days into your month.

I would recommend letting people know about taking a picture of the unit when they are checking out up front. Also if you could walk people to their unit when the first get it to show how to check in

Staff scream and swear at customers in the parking lot. I asked for a storage unit for a 3 br apt and was given a unit that was much too small and it resulted in me losing some of my furniture and bel

Perfect experience!

thank you

Thanks

Someone attempted to break in my storage unit. The latch on my unit was grinded using a power tool. I reported it and they said they would call me to replace the latch. No call. Next day I moved out.

There were mouse droppings all throughout my storage unit. I moved out shortly after. Also was very frustrated that I paid for a full month on 11/22 and moved out 3 days later and got no refund

We have been able to unload our belongings from the Ubox and fill up the rented truck easily and inside (a treat when the weather is bad).

professional

I found the staff here to be very nice and helpful. Service is slow, not their fault, but they are nice to work with.

Staff is friendly and respectful.

Some of my boxes have been found with mouse droppings in the bottom of them, and some boxes and bags had chew holes. Other than that, it was a good experience. Reservation desk staff are very polite

I was incorrectly charged for my first month of storage, I called multiple times and spoke to both customer service and the storage facility. No one fixed the situation until we went in person to clos

All was great!

Every one there was very nice and helpful will come again

Storage manager was very helpful!

Everyone at the location was super friendly and helpful, helping me attach and detach my U-Box from the rental truck. Many thanks!

Faster wait times.

Thank you

Everyone was attentive and helpful. A well run and clean facility.

I used the services for storage of a Ubox. My Ubox was lost and was not returned to me for 4 weeks. The staff and management had poor communication about the situation.

Friendly and helpful staff. Clean facility.

I would recommend others to get a storage unit at the location in South Boston.

The black man with the scarf on his head at the front desk was very rude to me when I requested to speak to the manager about my damaged bag and called the police when I insisted and threatened me.

U Box service is very helpful to my moving.

Regardless of the condition of this facility, the staff made it much worse. The staff was not in a good mood and were treating other clients (along with me) with impatience and rudeness.

I was double charged for my order on August 30, 2018. I used a pickup truck and uhaul box. I was charged $42.66 and $55.18 for the same pickup truck. I would like this resolved immediately.

The staff there at 985 Mass ave are great and very helpful. Shatora, Shakira and Jeanelly are awesome. The Guys handling the trucks are the best.

Staff was excellent and very helpful.

I waited 2 hours to get my U-Box while the employees were not communicating with each other and forgot to find my box. It took many reminders from me to the staff before I finally got it.

Due to high demand, availability was very low but once I found an available truck., everything went smooth. Im very satisfied.

This interaction was terrible, and am very unlikely to give my business to uhaul ever again. I had multiple vans cancelled on me and never received any credit like your company claims.

After my experience with uhaul, I would never use uhaul again. Very hard to get in touch with, never able to sign my contract due to it being in Spanish, had doubts I would ever see my ubox again

Manager would not issue me a refund for 21 unused rental days or issue a credit for future rental. Not great customer service regarding this issue. Otherwise I was satisfied.

the lines were long, but it was the busy season and the staff kept them moving

Thank you the storage place was good

I had a wonderful customer services, very professional. Services was fast and pleasant. Wonderful job!

Upper level storage bin. The door couldn’t open all the way bc there was an obstruction on the ceiling.

The information online doesn't match the information they adhere to at the location like the hours or phone numbers. There is a HUGE disconnect as to what the process is for receiving a U-Box.

All my stuff was in great condition and the staff were so nice!

The only thing was I wanted 24 he access and they wouldn't let me..

Need some air conditioner in the building.

I had the best experience with this company on mass ave. The bosses treat me great and went over and beyond to help me with my situation.

SpokeWithCallCenterReps(HannahDeborahLiz)ConfirmingOverTheMonthThatTruckAndStorageWouldBeAvailableGivenConfirmationNumber.Showed up,NoStorageAvailableAndPadLockStillOnTruckWhenDrivenToMove.HadToGoBack

The pick up and drop locations were great, My only problem is that I needed to pick up my one-way rental trailer almost an hour away if it was better explained could have picked it up on my up north.

Thanks

Excellent!

Staff was very nice and helpful!

The crew at the mass Ave Boston u-haul facility are super nice, work very well together, and provide a positive customer experience.

poor service

Terrible, worst experience I’ve ever had. General Manager is completely incapable. Staff who tried to “help” were clueless. Never coming back.

Easy to access, good elevators, always clean

Staff very helpful and accommodating

Terrible neighborhood !!

If I ever need to store anything ,I would come back.

No additional comments

Great service.

Ridiculous that you won't pro-rate a storage box. $75 to use the box for four days after paying you guys thousands of dollars is ridiculous.

My experience was about as poor as it could possibly be. The wrong U-Box was shipped to Nashville, my box was completely lost, I cancelled my entire shipment, got my own contractors & was still billed

No comment

I was satisfied with the service I received over the past 4 years. I would definitely recommend this particular U-Haul site to friends.

Great staff! Very helpful.

It was okay.

I really happy when rent a store from U- Haul

Everything was definitely clean. But I had a lot of trouble getting my card to work earlier this month, and the people at the Mass Ave location are impossible to reach via phone.

Lines can be Extremely Long, but the service was good

Thanks for your service...at a time when I needed it the most. The price was more reasonable than other storage facilities in the area.

I saw a rat in the basement , and there was oil from a unit that leaked under the wall and onto the floor of my basement unit. In my unit on the second floor, we found a rat's nest under my sofa.