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Matthew ACustomer Reviews for U-Haul Moving & Storage at Route 1
Testimonials From Recent Customers
Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.
Just treat them like you treated me and I am sure they will say what a great product you offer to anyone who wants a great team and a great experience to use again and again.
DAVID BShow up to work
Matthew EOnly one person working counter with several people waiting in line
JOHN FLocks to gain access to keys were difficult
Patricia FThe trailer I reserved was not there and had to rent another one I could only do half of the job I got it for I needed one with a ramp and again the one I reserved wasn’t there it was nothing but a bad experience
KEVIN RI had a truck w a broken horn. Created a dangerous situation. Please contact me to discuss. 508--828-8595. Jeff
JEFFREY KThe staff was nonprofessional, rude, and borderline ignorant.
THOMAS SI did not get the gentleman’s name . He made the experience very easy . Merry Christmas.
JOHN RThe staff person was very polite, accommodating, and helpful. Clearly has good relationships with other customers. Would definitely return to this location.
Lionel SThe young man who helped me went above and beyond. He treated a rude customer before me patiently and courteously. He had a bad truck and got a replacement for me quickly. He was pleasant thru the difficulties and I enjoyed our interaction.
KENNETH WFrustration with the U-Haul App. Wish if the location changes for the pick up, the address in the app should change. Once I picked up the truck, everything went smoothly and the staff at the facility were wonderful.
SANDRA NThe door alarm was signaling door open, had to pull over and check them. They were all shot, but it kept going off the alarm, wouldn't open doors from the outside when picking up help. Had to open them from being inside the vehicle. Returned within an hour half and drove like 15 miles in total. Rented many of vehicles over the years for U-Haul but the first time I have ever experienced this. Disappointment
PAMELA BMake sure everything running before delivery. But I was very satisfied.
Christopher SNothing All was great !!
HARLAND CRented three two wheelers- got there they had none, yet new ones on the floor- never asked me if I'd like to buy one- customer service was lacking on the way back in - not enough people on hand to service the amount of people on site-
William WCustomer service was wonderful! The manager was friendly and helpful!
Loretta BThe phone option for booking new reservations is pointless. There has been an error response, or no answer, for the last 14-16 months since I started renting here (which I do every couple months). Theres always a line, and never more than one person. Uhaul can DEFINITELY afford to staff their locations better, and provide better training. I've had 3 instances where the people in front of me had an issue, and the uhaul staff member had to call a number, and spend anywhere from 20-45 min walking them through assisting whatever customer issue is happening. While theres multiple people in line, waiting... and subsequently being late for their pick up because there's only one person at the counter. Riduculous. And all their trucks here are falling apart.
DEVON Ceveryone at this location super helpful. Second time I’ve used them for a move. Superb experience both times
JAMES WThe girl at the front desk kinda had an attitude that did my paperwork. Everything was good. She seemed bothered to answer my questions when not knowing where the truck was I was using. The rest of the experience was dope. She has an attitude problem. For Sure
DANIEL RThe specific vehicle I requested and got a confirmation for was not available - dead battery. Was given a larger vehicle instead at same price. Was not contacted before arriving that the problem existed -should have been contacted
LAWRENCE SThe computer system wasn't working properly and caused a significant delay in our pick-up time. The staff were apologetic and helpful. The truck was clean and performed as expected.
NOEL VThe technology for billing is a pain. The app. Too much effort to setup for a 3 hour rental.
JOHN PTwice happened to me over charged
GEORGES ARented a 10 foot truck for three hours (4;30 pm to 7;30 pm). The truck broke down after about 10 miles. Waited approximately 45 minutes for help to arrive. The roadside technician was nice. He said the problem was a dislodged radiator valve. Then he left to get more antifreeze. He returned but it took 90 minutes for him to get back. The engine light came on again shortly after we drove to finish our move. The next day the operator of the U-Haul store was very apologetic. However, she offered NO credit for our over two and half hour delay and inconvenience. I won’t be inclined to use U-Haul again.
JOHN MStaff members were unfriendly and very rude. I asked a simple question as to when would I receive the reimbursement for the unused miles and the employees became very rude. So I went out to the truck and too a photo of the miles at the point of return and the license plate so I could provide the proper information if needed. I will never use this location again for anything from U-Haul.
JOSEPH PSweep out trailer
ROBERT MThe representative was knowledgeable and helpful. Rental process was fast and easy as was the return process. Great experience
JAMES WNothing...the experience from online booking, to checking in, in person, to the operation of the brand new vehicle, to the return, everything was seamless...9n top of that every employee that I mad contact with was very kind, helpful, & knowledgeable...this was a great experience from beginning to end & I would highly recommend U-Haul, Norwood on Boston Providence Highway!...keep up the great work because custome servic like yours is very hard to find making me even more appreciative...thanks you!
TINA TFriendly staff and very helpful
WILLIAM HThey didn’t check me out correctly. I noticed a $98 charge to me card. It appears they put down false info about miles and gas remaining. Thankfully took before and after pictures. But this is turning out to be a big headache for me. Won’t use your services again because of the way I was treated.
ROBERT SI was promised a second day on a rental blanket at no cost, and store manager at the Norwood location did honor that commitment. the day I returned the blanket. The commitment was made by the The store Clark because she had trouble writing up the transaction and it took somewhere around 30 minutes to complete it which delayed my move that day. The manager Karen promised that she would check with the clerk who told me about the offer and I have not heard back and it’s been about two days.
David HEveryone that I dealt with was friendly and professional. Excellent experience all around.
Donald SMy reservation was changed about a half dozen times, mostly without me knowing. Regardless, I had to go to 3 different pickup locations, almmost a 4th. Reservation started in Stoughton. It was moved to Randolph in plenty of time for me to be notified. I went to Raldolph and the checkin process via the app failed. I was told this is because the Randolph location is for local rentals only. Note, I never chose the Randolph location. I was then sent to Norwood. The checkin process via the app failed. I went inside for assistance. The nice gentleman behind the counter said his computers weren't working. I was directed to a 2nd Norwood location to check in, then I was supposed to go back to the original Norwood location. The line at the 2nd Norwood location as painfully long. My wife was on the phone in parallel. I left the line after an unnecessarily long wait. I was told to go to the Stoughton location, I refused. I nearly cancelled the reservation; however, at the last mintue the person on the phone trying to help us got me a reservation with a 20' truck for supposedly the same price. Then there were problems checking in with the app. I didn't get the same failure I got the past several attempts. This time we waited about a half hour for any sort of personal verification to happen. I finally got past all this and got into a truck nearly 2 hours & 3 locations later. Great morning. The icing on the cake... an extra $5 charge becuase I went 6 miles over some limit, which was surprising since I thought I had unlimited miles on my 1-way move.
Robert BThe truck I rented had a cracked windshield, smelled like marijuana and had a cracked side mirror that was being held together by tape. When i brought these concerns to the attention of the store manager i was brushed off and told that the vehicle was still safe to drive.
MOSHE KKind of confusing that the employee told me I didn’t have to check out via the app. I did so anyway to be safe
Jeremy PElevator was not working Service was slow
PATRICIA M | Overall ExperienceClean well manage
STEPHEN BThe customer service representative I dealt with was patient, helpful and professional during a busy period on Saturday morning.
James SYou told me it would be at one location, West Roxbury art. 1 . When I got there there was no car carrier that the day before said it would be there. Very frustrating seeing I took the day off and made arrangements at the other end to deliver it to. Not good. The good news is that there was another U haul in Norwood MA so I went and picked that carrier up there. What a hassle.
NOAH GMore than excellent! Both Karen and the mechanic, I don't know his name, went out of their ways to make the long wait comfortable.
Stephanie BUnderstaffed. Long waits. Poor customer service.
DAVID WI was completely satisfied with the service. The female service manager and the male assistant went above and beyond to satisfy this customer.
THOMAS DStuff doesn't know what they are doing. Poor customer service
CHRISTIAN GThe young woman, that's been there a few months at this point very professional and helpful and fast. You would have thought she's been there for years. She personally gets up to help the customer's she's serving. Very respectful abs overly helpful. The heavy set guy, isn't friendly, don't have a voice and he's lazy. The young lady asked him to finish up my paperwork, while she go to look for the truck. This dude just say they're, once she came bk through the doors he reached over and stroked a few keys and said I was done. Smh
PAMELA WThe rating would have been a lot higher, however, I found it hard to believe that there was only one staff member on a Saturday morning which is typically the busiest of the week. Then my truck was blocked in so I had to go back in and have other vehicles moved. On the plus side, the ease of the app made the transaction smooth
DAVID SYou need to fix your technology, your application. The representatives at this location were doing their best to help everyone, both at pick up and drop off. It was your technology that created a terrible customer experience. I was in line for an unnecessarily long period of time at check in and particularly at drop off because your app was not working correctly. I was on the Wi-Fi of your Norwood location and the app still wasn't working correctly so I couldn't drop off the vehicle and had to wait in line for at least a half hour to return the vehicle. Then, hours later I received an email indicating that I hadn't dropped off the vehicle. There were several other people there experiencing the same frustration that I did.
Mark ONeed more help. The wait was too long.
James NGirl helping me was incredible.
FRANK VWhen you rent two trucks at the same time , you should get some discount
Nicolas KI had to go and get another storage facility because this was a second floor storage and when I went to bring a few items the loading elevator was not working and they did not know when it Would be fixed. There was no way I was going to carry things up the stairs because of my knee. And to bring a sofa and kitchen table plus other items up the stairs this unit would not be working for me.
Nilda C | Online Move InI order a unit on line as I came from out of state. When I got here took 2 hours to check in as nobody new how to pull up my account.. I had to redo everything. They did not have the unit I needed so I had to get one much bigger than I need. they would not compensate me. I told him if they got a smaller one could they please call me they never did. I went there a few times and the elevator wasn’t working. I had to go back as I had to wait for somebody to fix it so I ended up paying $219 for a unit that was twice the size as I needed they would not reduce the price will never use U-Haul again
Donna G | Overall ExperienceI'm in the middle of a move from Atlanta to Massachusetts. The Uhaul facility did not have the 6 x 9 storage unit I reserved. I had to take a 6 x 6 unit. For a 3 bedroom house. I accepted the room, but after that drove away for about 10 minutes to cool off because I was pretty upset about this. When I got back, my key card didn't work, and the employee at the desk said he thought I didn't want the room and cancelled it. I had a 15ft truck full of my stuff. Of course I wanted SOMETHING. At around 8pm, after a day of loading in and trying to pare down and consolidate my belongings (again), the elevator stops working. Full of my stuff. Which I have to then put back into the truck. Which is due at 9 am the next day. I know I could extend this rental, but I am honestly so furious with Uhaul that I don't want to give them any more of my money. There's random trash on the floor at the facility because of Uhaul's unwillingness to provide free disposal. Storage units generate a lot of trash and that's just a fact of the business- it's unhelpful and unfriendly to try and squeeze even more money out of customers by charging to use the dumpster.
Sabine B | First ImpressionsThis location was super accommodating to my scenario and made my move an easy transition!
Tessa B | Overall ExperienceGeorge and everyone here is so good that I'm actually doing a review, when I never do any of these things. Very helpful and accommodating, and a pleasure to deal with and rent from.
Stephen P | First ImpressionsMy only complaint is the location of my unit. When I made the reservation, I was assigned a unit on the first floor. When I arrived, that unit was already occupied so I got a unit on the 3rd floor - which required elevator access AND another set of stairs. This was extremely inconvenient as I had to lift heavy items up the stairs. I would have liked to have no stairs to climb so I could use a dolly to bring things directly to my unit. Other than that, extremely happy with the service and process and also that my rate was not increased for 2 years. Thank you! Erin
Erin R | Overall ExperienceHorrible staff , there was no dolly or stuff to help me move my things to the second floor . Very tiny for the price
Xiomara s | Overall ExperienceDid on line I had a reservation and a confirmation number. I had called the day before to confirm everything was set when I got to U-Haul I was not in the computer at all they could not find me in the system. It took 2 1/2 hours. The gentleman behind the counter did not even know how to look anything up. He made several calls and spoke to several people. There was not even a manager on site. He called the manager to help him, walk him through it, the manager did not respond. I texted the manager and left a message stating how disappointed I was I have not even received a call back. I had to redo the whole reservation over on my phone do the online sitting there in your office because nobody was confident enough to help me on your computers .
Donna G | Online Move InUnit had tag on it saying it had past due I just requested a refund and found other options
Sandra M | Online Move InI came in to put my stuff in storage and had a reservation. The lady at the front (who took 15 min to come in) told me she had never done this before and she just started this job. Now I'm understanding to people learning and being new, but I had to show the lady where to go on the computer and what to fill in and after 20 min we still couldn't complete my reservation. So I finally had to ask if she could get anyone else to help me that knew how to do this. Then a you g man came in and helped me but we had to start the reservation all over again. Another 15-20 min. So after just about an hour none of my stuff has been moved into the storage unit. This process was very disorganized and it didn't make me feel confident leaving my things there for storage.
shuba r | First ImpressionsKudos to all the staff that worked Saturday June 24th. Although due to lack of staff in the morning causing me to receive my rental truck 45 minutes late and the elevator not working, I really appreciated the staff that was on that day. They were very friendly accommodating and helpful.
Joan C | Online Move InFantastic facility. The shop & storage areas are very clean & easy to access. The retail shop is well stocked with items very useful for moving & storage needs. The staff is extremely helpful & professional! I would highly recommend this facility to other people.
mary e | Overall ExperienceBarbra was very kind, and her service was exceptional. Tony and the new guy (dont remember his name) was a pleasure to obtain assistance with picking up my U-haul. My overall experience was great. If I had to use a storage unit again, I would come back to this location.
Shirley M | Overall ExperienceThank you!
Nicholas S | Overall ExperienceI had exceptional service at the facility in Norwood MA. The owner and her staff member displayed exceptional customer service. In addition to renting the rental van for a day I was thrilled to learn they also provide local Storage. I highly recommend this facility for any service & storage need
mary e | First ImpressionsBest staff ever!
ERIC B | First Impressions24 hour access would be great
COLE C | First ImpressionsI was told the storage space would be available I paid my money then it was told it was full and my money has not been refunded to my card
Kent j | Overall ExperienceBuen servicio
David P | Overall ExperienceCustomers should have 24 hour access storage facility Update your card reader most times card access don't work THE STAFF ARE COURTEOUS AND PROFESSIONAL
Linda M | Overall ExperienceThe storage facility overall did not feel clean, the elevator was often not working, the card pass to get in was difficult to get to work (eventually the door was just left open and that was better). In terms of staff, I just felt sorry for them because there was mostly just one person there so how could they manage the rentals and help people in the store or help with issues getting into the storage facility? They were always nice, but assistance was so slow I sometimes just left and all I wanted to do was have help with my card to get in. Whenever I talked with someone the phone, they were very helpful and my check-out was easy.
MARY M | Overall ExperienceThe storage set up is terrible. So many stairs that you have to lug your belongings up. The elevator is pointless because there are still more stairs. Got a free month with the truck but went to Planet Storage nearby because it’s all on 1 level.
Maura S | Overall ExperienceThe customer service was genuinely the best I’ve ever had. Jose was so kind and patient and explained everything so clearly. I’ve used the Norwood location for years now and Jose is the best customer service rep I’ve come across.
Julie C | First ImpressionsYes..the manager is awesome..she is such a nice and very helpful..she will ensure that my satisfaction is met..she is Darlin ..keep it up manager..
martin m | Overall ExperienceTerrible experience at uhaul would not recommend to my worst enemy. Employee working the desk was talking on her personal cell phone the entire time I was trying to get my unit. The unit I reserved was no longer available so I’m not sure what the point of a reservation was. The one open unit was much smaller, dirty and would have to carry my furniture upstairs. Terrible experience.
Alyssa J | First ImpressionsThe manager on duty Lashonga was very knowledgeable and helpful with my reservation unit and move. She was happy to help everyone that came in, even when it was busy.
samuel r | Overall ExperienceThank you for great service
Sherry W | First ImpressionsThe woman that helped me was very busy, but still remained cheerful and friendly, treating me as if I were her only customer. The rapport that I noticed with her coworkers as well led me to believe that she would make a great manager.
David H | First ImpressionsI love uhaul they are always nice to me
Betty W | First ImpressionsLashonna Hawkins was very understanding accommodating and very proffesional.this employee went all out to help me.she deserves a million dollar raise.outstanding employee.thank you Lashonna Hawkins for the best service ever.
JOSIE T | First ImpressionsThe staff is no good nowhere to be found every time I go there I have to wait at least 20 mins just to talk with someone Not only that they charged me an extra 80 dollars for unit that was a suppose to be a month free! I got charged not fair not only did I rent the truck but also got charged for the unit.... the guy who was dealing with this got fired a couple of weeks go so now that staff is just giving me the run around and I have yet to receive my 80 dollars or at least another month free of storage I wound not recommend this facility or the staff There is one young lady who works at uhaul that was very friendly and polite can't remember her name she was there only one time but the rest of the crew was not helpful
BRYAN L | Overall ExperienceGreat staff. Jabriel is very efficient and hard working. Made our transition easier
Shandra R | Overall ExperienceJabriel and the team at 390 Providence Highway in Norwood have been excellent! After our U-box tipped over, Jabriel went out of his way to help us out. I doubt we’ll ever get another U-Box, but we will definitely continue using this location for our storage needs!
Kristin M | First ImpressionsCargo elevator was very difficult to work. Also ridiculous to have an elevator just to have to move belongings up stairs for the split level. Whenever called for customer service - went to national uhaul company which did not make me feel valued or important.
ELISSA E | Overall ExperienceThe garage didn’t work, the lift didn’t work, my card didn’t work, the computer was slow, and i got my call dropped twice while sorting it all out today. I haven’t gotten a call back yet. I am furious.
Peter C | First ImpressionsNo issues, member for years. Moved out only due to change in housing and no longer needed outside storage.
MARIEANN O | Overall ExperienceThe manager (I wish I could remember his name, it started with a J) was super friendly and repeatedly went out of his way to help us. We visited the Norwood location on several occasions to rent 2 trucks and 2 storage units. The location was very busy and he still remembered us each time we came in and worked hard to help out the many customers coming in and out. There were admittedly some glitches along the way, such as our key card not working and the elevator being stuck, but they worked everything out for us quickly and professionally. If I could change anything, I would ask U-Haul to give these guys some more head count so they could get some extra help in these busy and unprecedented times. Thanks for everything!
Ashley B | Overall ExperiencePlace was always dirty. Customers bathroom i.e. inside where the actual storage units are located was never clean and trash all over. Parking lot always had trash. Card reading machines to access my storage unit never worked properly. I complained to management nothing was done.I went to a local competitor who had cheaper prices and cleaner premises. U-Haul should be embarrassed to run such poorly maintained facilities.
Greg K | Overall ExperienceManager was fantastic. Answered all my questions and very polite!! Will definitely come again.
Kimmian M | Overall ExperienceNo comment, good experience
Kadikele I | Overall ExperienceVery friendly and accommodating manager!
John C | Overall ExperienceTruck was not available upon pick up of reservation after confirmation
JESSICA P | First ImpressionsEverything was nice but a staircase to the 2d level - really hard to move heavy stuff. And when I moved out it took 2 days and several times of communication to have my account finally closed.
yulia T | Overall ExperienceKassie and her crew are amazing!!!
Latasha B | Overall ExperienceWe moved in very smoothly. Staff very friendly. All and all my furniture is safely in storage. Great Job
jean p | First ImpressionsGreat customer service.
Yvon A | First ImpressionsEveryone was so kind and helpful!
Meredith M | First ImpressionsVery friendly and helpful manager. Great experience.
Trevor L | First ImpressionsExcellent help, would use again.
allison w | First ImpressionsA very pleasant experience, great staff, always helpful
Carol P | Overall Experiencecall if you care to hear the story not good 617-875-7373
ROBERT D | Overall ExperienceI want to commend the staff. I had a little trouble and they were courteous, helpful, and supportive. This is a facility I would return to and which I would highly recommend.
Lydia P | Overall ExperienceExcelent!
Lourdes D | Overall ExperienceVery helpful and professional. Very thankful for making my son's move go so well.
James S | Overall ExperienceThe owner at the Norwood location & Adrienne were awesome! They made my day brighter!
armini t | ReservationEvery time I showed up there they took care of me I have no complains how many complements great people
gregory l | Overall ExperienceKasier was so helpful and wonderful to work with. 👍🏻👍🏻👍🏻👍🏻👍🏻 5 thumps up!!!
Todd H | Overall Experience