I didn't actually interact with personnel. I dropped off around midnight.
Steven NCustomer Reviews for U-Haul of Natick
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.
The person at the location at the time of my rental was one of the most rude people I have met in my 65 years. He was belligerent and obnoxious. He told me that I should not have used the app to pick a truck and that I should have picked a truck that was up front. I told him the truck was assigned by the system not chosen by me. He then proceeded to yell and tell me that he would cancel my reservation and wasn't going to move any trucks for me to get to the one the system assigned and he wouldn't change it to another truck. He then said that he "had to go off on me or he wouldn't be able to stand being there that day". He was equally rude to other customers in line and people were shaking their heads and talking with each other about how rude he was when he would go to the back. I've never encountered any one with as poor a sense of customer service. It didn't help that he was the only one working on a Saturday morning at the end of June so there was no option to deal with anyone other than him. U-haul should do a better job of vetting their employees and should monitor their performance. This individual should not be in ANY customer facing job! For context I have never written a poor review for any service but this was so outstandingly bad, I had to. I will never utilize this location again.
Richard RFront desk understaffed. Opened 15 minutes late. Took 40min to check in 3 people. Kept yelling at everyone about the parking situation (something about parking straight not diagonally) and threatened to close the shop after helping the second customer because he was too overwhelmed. Complained that manager was on vacation and there were not enough people working for how busy weekend was. Would not use this location again or recommend to anyone.
Michael BVery poorly set up, no parking for cars, personnel too busy to help
LISA SUnder staffed and long wait Trucks back door would not close, wire wound around the pole inside. Would not close so had to tie it shut. Truck ran roughly
Eric KGreat service. Staff was friendly and helpful. 6x12 trailer in great condition with convenient flop down door which functioned as a ramp (not all 6x12s have this)
Chris DHad to wait over 5 minutes for someone to appear in the lobby to complete the paperwork for my reservation. Clearly understaffed.
D. MStaff were friendly & professional! Pick-up and drop-off process were smooth!
Brody MNo dollies which I ordered (had to go buy them separately), no parking (!)
Margaret SDavd was excellent!
John DStaff very unfriendly and not helpful
Jenny SClean equipment, quick check-in/out, and very professional service.
NADER BExcellent service
Kate CThe guy at the front was very helpful
Courtney LSince we were driving in a congested area of Boston, we requested a smaller van after we were assigned a Ram Pro. One of the employees (Dave) outright declined our request for a different vehicle and said he was too busy. The other employee hesitantly did offer another vehicle type. I have rented hundreds of vehicles previously and never had this type of a response and experience. We were not asking for an upgrade, just a smaller vehicle!! I understand folks were busy.. but that’s something they need to figure out.
Siddharth BThe app didn't work and was freezing.
Meghan PI love the team in Natick, MA (Worcester Road). They are always friendly, helpful, and efficient. This team makes the reservation/rental process pleasant and hassle-free!
Jacqueline ANicest folks checking me in, super clean van (2,200 miles), and pretty quick process overall.
Kyle AL was so incredibly helpful at the Natick branch. He made sure the truck & motorcycle trailer was available for me, brought them to the pick-up lane, checked the wiring, hitch, & trailer were all working properly for me. When I got back, I asked to make an appt for Monday & even called me to let me know everything is all set for me. He went out of his way just to make sure my rental experience was excellent.
DAVID IThis Uhaul center has everything you need and more!
Klevisa KService was excellent!
GEORGE RAlmost too easy and reasonable.
Alan BThe hitch install messed up my radio. I called and the supervisor denied it was the cause and told me to go my mechanic. I paid nearly $500 for this install! The internet lit up when I did some research- she was wrong wrong wrong.
betsy mThere was a gentleman in the office who was extraordinarily kind. My friend, who was driving the Uhaul, became lost in returning the Uhaul. He crossed four lanes of traffic to rescue her in a shopping center. It was heroic!
Gail DDavid L provided friendly and excellent customer service
Michael MTodo el servicio está excelente
Julio RFrom the moment I got there to the moment, I returned the trailer. They were both professional, very confident, explained everything completely. Would highly recommend this location
Philip EOver the top service! Awesome!!
Bradley SAgent (Hunter) who installed the trailer was very helpful and mindful. Thanks!
William HNeed more staff and training. Worst experience. Will not return to location.
UMER SThe 20' U-Haul rental we got handled like driving a bowl of warm jello on the highway... I had to jockey the steering wheel 4" left and right simply to maintain a straight driving line, this vehicle should have not been on the road in this condition. I contacted your manager and was told that "it's the end of the month and we've got nothing else to swap out for". In our situation, moving, the need to vacate prior living quarters and the need to get to other quarters, we were stuck with what we got as far as moving vehicles were involved. Your manager was dismissive of hearing my concerns upon delivering the truck back to your store. She wasn't terrible however, smoothing a few of her interpersonal skills would go a long way towards avoiding responses like this in the future.
Bob CThe person I dealt with directly at the location was wonderful and made the process easy.
joseph nDavid was very helpful, fast and friendly. Went above and beyond to assist me.
Regina CPathetic service by David. He foes not know how tonspeak with someone and needs to undergo retraining. Very hostlie be haviorns
Nisarg UGreat experience all around
Adam RThe staff was pleasant and competent.
SUSAN WProfessionally instituted and delivered.
Asimiyu LThe wait time was far too long. There was only 1 employee on duty for a Saturday morning! The cue was 40 minutes. The trailer I was issued was a bit tired and worn (especially the tires), but it worked.
RANDALL PU-Haul Natick is always top notch! Great costumer service, excellent equipment, what more can you ask for?
Victor STried to do early pick up and could not get lock open. Had to wait 2 hours for store to open. Also it should be clearer when booking reservation and at pick up about filling up gas.
Lauren ROn-line reservations were easy. Dave, behind the counter, was friendly and helpful. My only issue is that he was sorely understaffed (on a Saturday morning). I was the second customer in line, and he had to disappear for nearly 10 minutes to do something for the customer at the desk. The next customer and I were relatively quick, but I noticed that the line behind me had grown to more than a half-dozen people. I feel bad for the people who happened to come in just a few minutes behind me.
Carl BManager was very helpful
Marie DKeep up the great work. Im having a really tough time. I moved out here for a new job and to return to school and to be closer to family in bad health. Challenges arrived that were not part of my plans. Your company has provided GREAT VALUE and outstanding customer service. Especially at Natick location and your customer service phone lines. Im your customer and advocate for life. Thank you.
john cMy compliments to the staff in Lebanon Nh - they didn’t have what I needed but helped me locate it another location. For Natick - very helpful and informative. Easy checkout and return.
NICK OI tried to take pictures of the trailer to send in before I left, but it just froze. Maybe some other way of checking in would be better
Dean AThe app pick up did not work and didn’t provide clear explanation why it is not working.
JOHN PNothing. The drop off was very easy and quick.
Kevin MGreat!! The gentleman who assisted me was very helpful!!
Kathleen ADave was great when I arrived to pick up the vsn and your online support was fantastic. Making the reservation. Pricing was good. Service was good. Very happy with what you guys offered. Thank you. Bill B
William BDavid was very helpful for my two recent rentals.
Don FSeveral weeks ago I rented from you an open trailer which had safety chains. This time I rented the same trailer, but it had "Safety Chains" which were in fact made from 7x19 wire rope. Please resist the urge to modify all your trailers in this way. I found the wire rope much more difficult to attach to the provided locations on my Tesla Model X partly because of the size of the metal rod out of which the hooks were bent, but more importantly because of the lack of flexibility of the wire rope compared to chain.
WALTER PExcellent location and trucks and customer service Maybe just new self service locks, bit hard to open
Christian PPersonable and knowledgeable staff. Vehicle in excellent condition. Great store! Will highly recommend
pamela sThe person at the counter was really nice, and friendly. Her name is Siobhan.
Ivelisse CThe rep did NOT the my m me$25 instance was PER day, NOR did he tell me when I extended the rental. I am on ss disability, a single Mother of 5, 1 is disabled, every penny counts. I asked for a refund for their incorrect 7 days charge, I called customer service connected to e alert & requested, however no one has gotten back to me now 5 days later. Please get back to me.
kathleen oHi i got the vehicle which was blocked by other 2 vehicles. I called to customer care to change vehicle. it takes more than one half hour took to fix issue. Meanwhile my time already started and ticking.
Ramkumar MVery good thank you so much
Marcos BGreat Service
steve cThank you for your service!
NADER BSiobhan was friendly and explained everything well. Will use again and recommend!
Cara SBest dealer , professional staff, thank you very much much!
Artem UThank you so much, service was amazing and the trailer was perfect for the job. I really appreciate the assistance and accommodation!!
Karen CKamil worked very hard to help w/our U-Box. Even w/online prepayment, checkout still took over 1 hr. At return, he could not locate our contract in the system. After providing, we still got charged.
Lyman J | Overall ExperienceI would really appreciate someone contacting me from DistrictOr higher statue in the company there is a situation that has occurred and I feel like I am stuck because of the situation
eusida b | Overall ExperienceThe manager (guy who speaks French) was extremely helpful and very personable. It was a pleasure to interact with him. Would highly recommend.
Robert L | Overall Experience