Customer Reviews for U-Haul of Lowell

Rating:

3.0

there was an abundance of 10' trucks which I like a lot! the truck was very clean and ready I find the location was grossly under staffed (at least at the time I visited) there was only one man running this big center. I made the reservation no problem! when I came to pick the truck (it was the same guy I made the reservation with), the poor guy was outside shoveling snow and the store was open, I waited there for more than half hour, I really did not know what to do but kept waiting! two ladies came in to make a reservation (I told them there was no one here) , they seemed to know what to do and went out and fetched him he came he gave me the truck but did not do much explaining ( compared to my previous experience at different location) in short, give the guy some help

Rating:

3.0

Equipment was very old...Desperately need proper maintenance.

Rating:

4.0

The hole mileage charge wasnt explained to me and didnt realize i was getting charged foe the gestimated mileage i so i had a huge over charge and now i have to wait for the refund that now will take days!!

Rating:

2.0

It took them 2 days to send me a receipt after I dropped off my truck. The UHaul app did not give me any status updates - it was showing me the whole time that my rental was still active. I was worried that they would charge me for that time. That app needs to be improved drastically in order to be used in real life. I called this location to get an update - two times. Both times I ended up waiting way too long and eventually hanging up.

Rating:

5.0

All good

Rating:

4.0

The computer system was excruciatingly slow. We waited for minutes (literally) between screens. The manager of the location was also frustrated but did his best to help us. This speaks very poorly for Uhaul to have system in the locations that force the customers to wait and wait and wait and wait and wait, and then the system doesn’t print and you start over.

Rating:

5.0

Great professionals

Rating:

5.0

Thank you Onix H.

Rating:

4.0

The guy that was working said his name was onix. I had to wait a little bit because he was alone but he did good job. was nice to me. the truck had some issue it was making noise when I pushed the brake hard. Thank you

Rating:

5.0

The van I used was brand new and only had 500 miles.i never would have been able to pickup that 85” tv with my crv.

Rating:

1.0

So I told them when I made the reservation that I didn’t want the insurance they charged me for it What was supposed to be to be a 27$$ rental turned out to be 88 I got reimbursed like 20 dollars because I didn’t use that many miles on it but I shouldn’t have paid for the insurance when I didn’t want it

Rating:

5.0

Always great service always a great location been going there for over 30 years!

Rating:

1.0

Found out at 5am they never put keys in box for the van I reserved. Put me in a bigger truck and said rate would be same as van. Still charged higher rate even after I reminded them upon return. They dont give a shit.

Rating:

5.0

The gentleman who helped us with check in and check out was very kind and helpful.

Rating:

5.0

Great people

Rating:

5.0

Staff extremely helpful and professional.

Rating:

4.0

I never rented a a U-Haul before. When I checked out at the shop on Middlsex st Lowell the associate didn’t communicate with me that i didn’t have to wait for him to check me out. That I could leave and everything could be wrapped up through email. He was rather rude and treated me like I was stupid. I personally will never go back to that location.

Rating:

1.0

Location was fine, close to my house but the guy who was there was rude and just unprofessional. He didn’t even greet us when we walked in and had an attitude when I told him we were there to rent a U-Haul. He acted like we were disturbing him by being there. He must hate his job, customer service is a zero out of 10.

Rating:

1.0

I have been wrongly charged for fuel ⛽️ but I have put more fuel than when I picked up the truck. I picked the truck on the 3/4 line and returned it back on the line after 3/4 NOT on the line before 3/4 as shown in this invoice. Kindly refund the Fuel charge of 2 GL.

Rating:

5.0

I've been using this location for quite some time. I've NEVER had a bad experience with any of the staff. They've always been so helpful. I believe I dealt with Samuel the last two times, I've been here. Everything went so smoothly.

Rating:

5.0

Great service super smooth and transparent -frank V

Rating:

5.0

This was by far the best experience with uhaul to date!! Customer service …. top notch!

Rating:

1.0

Not good customer service

Rating:

5.0

Onix was amazing, I ran into an uncomfortable situation in the line with another customer he came to my rescue and was so professional while doing it. There was a line that formed of about four people, but I didn’t wait any longer than 10 minutes. He was direct helpful, fast and knowledgeable.

Rating:

4.0

My experience with Middlesex St. Lowelll location has always been good, and staff are very helpful.

Rating:

5.0

Great service at the Lowell location.

Rating:

2.0

Front desk representative was rude: the bigger gentlemen with orange hair and glasses. Someone needs to teach him customer service skills. Also we were charged for a dolly but didn’t receive the dolly … I told the front desk he said he would take care of it but didn’t take care of it.

Rating:

1.0

First, the inside of the van windshield was dirty and hard to see through. Second, the windshield spray nozzles shot the wiper fluid onto the roof and didn't clean the driver side glass fully. Most importantly, the U-Haul App failed repeatedly and caused me to wait 40 minutes in line when I already had a reservation. The U-Haul App is unreliable and frankly a waste of your time.

Rating:

5.0

Roof on the truck leaked and was in the rain for several hours, so furniture and bedding got wet.

Rating:

5.0

We have rented from other locations in the past both in store and mobile pick up but we have to say this location is by far the BEST! They go above and beyond to make sure that you are walking out the door with a smile and to be renting a truck its never a smiling moment! Trucks are always clean and location as well. The parking lot at the times that we have been there has been so easy to move the truck through without an issue at all. We have continued to return to this location over all of the others because of the friendly customer service and without question it will continue to be our go to UHaul location for any and all of our future truck and moving needs. The Manager Erika is amazing and maintains business professional at its max! Highly recommend this location and if for any reason you have a doubt just ask for Erika she will be sure to turn that feeling into a smile!

Rating:

5.0

They were ready n very professional And always reserve on-line

Rating:

4.0

When I picked up vehicle, they said it was half a tank and it was under the half tank level. I returned it even a little above that level and they charged me for 3 gallons of gas. Just penny pinching. Also, the truck did not shift well. I gave a higher rating because the woman who took care of me initially was very good.

Rating:

5.0

Everything was great at this location. I have rented from them before and have always been very accommodating. Van was very new too!

Rating:

3.0

Truck that i was renting wasn’t available so I was told to take another truck which wasn’t an issue then I was told because they changed the the truck the pretrip wasn’t available so dont worry about it Truck was filthy and had cockroaches in the back of it… I was not able to complete what I rented the truck for when returning the truck I the employee and was told I would get a discount and of course that didn’t happen

Rating:

1.0

Onix Figueroa who apparently likes to lie to his clients about his name and referred to himself as Joe was an absolute brute. His professionalism was baffling and honestly quite sad. He was dismissive and rude when we simply went to return the U-Haul and we asked him to look at the rental because the gas gauge wasn’t going up after we had proof of just filling it up with gas. There was a few customers waiting in line and their facial expression said it all. They were also in disbelief of his customer service to us. I have transitioned to using the mobile pick up simply because the few times I’ve been in there personally it’s just always felt unwelcoming, when I would go inside he would be having these very personal explicit conversations out loud while checking you in or out. Super uncomfortable for a customer. There’s a time and place for everything and that type of conversation isn’t at all a conversation to have in a work place in front of customers. I’m not one to waste a minute of my time to complain or leave any negative feedback but this was honestly not okay. When we insisted on asking about his managers name and what time the manager would be in the next day he was dismissive and continued to say “I don’t know.” As a very busy location in the district - you’d expect to have nicer, welcoming employees and this is by far the opposite of what you have. It’s unfortunate for such a reputable company to have an employee like this who clearly doesn’t value having any sort of good customer service. I hope this is truly reviewed and Onix aka Joe gets some sort of disciplinary action for this behavior.

Rating:

1.0

I had an issue and called for help. However for 3 times they were rude and hang up the call on me.

Rating:

5.0

Smooth transaction, I wish I remembered the blonde lady’s name that helped me but she was delightful and helpful.

Rating:

5.0

Good

Rating:

5.0

Muy bien todo amables

Rating:

3.0

You could improve service by having more employees at the most busy times. It was a Saturday morning, you knew you had multiple reservations, yet only one employee in the entire business. Having said that, Sam did a great job getting everyone through as quickly as he could. You could feel his frustration, yet he was very kind and professional.

Rating:

1.0

It took an actual hour from when we arrived for our scheduled reservation to finally get it. Severely understaffed and unprofessional. Hire more help

Rating:

4.0

I had rented dollies, and was not told they were unavailable and weren't rented from that location until I was picking up the van. Would have been helpful to be notified prior to pick up. I also dropped off after hours, and had to park it out in front at a weird spot because there were so many vans blocking the way

Rating:

2.0

The person on site was very slow and poor communication (inexistent communication!!?)

Rating:

1.0

Tell customers about all the extra fees up front. Returning the rental on time but after hours is an additional fee.

Rating:

3.0

The wait to pick up the vehicle was an hour long because they were so busy. I also noticed that I got charged over $200.00 when I booked the truck on 9/26/25 and also got charged the actual price when I dropped off the truck. I will have to go there and get this addressed this week.

Rating:

3.0

My recent came hours afterwards. I was into the next rental day. I would have preferred the time reflect when I dropped off.

Rating:

5.0

Gotta’ tell you, I rent trucks frequently through this location, and every single time my experience is a breeze. I can’t say thank you enough! You guys rock!! Tom

Rating:

4.0

I had trouble with the app check-in requiring me to repeatedly input the same information. The customer service worker (Natasha?) was very helpful and kind.

Rating:

2.0

Also overcharged me. Will be disputing the invoice. Overcharged by over 50%

Rating:

5.0

Make sure your trucks are more clean

Rating:

5.0

Nice

Rating:

1.0

extremely rude employees who yell at customers for no reason…won’t be using this location again

Rating:

4.0

The on line returns is not user friendly.

Rating:

1.0

People look like they are on hard drugs there inside the business if filthy. Looks like the floors have not been swept or cleaned in years. A cat was in there eating. And the people don’t explain anything very dirty experience that I hope to not have to go through again. Could and should be doing a lot better in there for what customers pay.and it always ends up costing more than they tell you !

Rating:

5.0

Nothing everything went great.

Rating:

5.0

The customer service person who helped us was great. Very knowledgeable.

Rating:

4.0

we had an issue with our U-box being delivered late, and then was billed $94 for storage despite having returned the equipment, The charge is supposed to be reversed.