Customer Reviews for U-Haul of Rt 9 Brookline

6,890 reviews

270 Boylston St Rte 9   Brookline, MA 02445
(Rt 9 East next door to Audi of Brookline)

(617) 731-9440

Location Hours

  • Mon-Thur: 7 am - 7 pm
  • Fri: 7 am - 8 pm
  • Sat: 7 am - 7 pm
  • Sun: 9 am - 5 pm
Special Operating Hours
  • 12/24/2021: 7:00 am - 4:00 pm
  • 12/25/2021: Closed

Services at this Location:

Contact Us

(617) 731-9440

270 Boylston St Rte 9
Brookline, MA 02445
(Rt 9 East next door to Audi of Brookline)

Services at this Location:

Location Hours

  • Mon-Thur: 7 am - 7 pm
  • Fri: 7 am - 8 pm
  • Sat: 7 am - 7 pm
  • Sun: 9 am - 5 pm
Special Operating Hours
  • 12/24/2021: 7:00 am - 4:00 pm
  • 12/25/2021: Closed
  • Free towing inspection
  • 24 hour customer return

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.

Overall Rating:

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Rating:
1.0

The Staff were rude and unhelpful. I'll be booking another location for when I rent again.

Nathaniel M. 
Rating:
5.0

Great service and overall very convenient!

STEPHANIE S. 
Rating:
5.0

Really nice staff.

Robert M. 
Rating:
5.0

Nothing

Laurence A. 
Rating:
5.0

Customer did not leave a comment.

Frances F. 
Rating:
5.0

Customer did not leave a comment.

Kimberly D. 
Rating:
5.0

I always get good customer service, at this location, whenever I work with team Emily or Andy!

Allan G. 
Rating:
5.0

Customer did not leave a comment.

Patricia F. 
Rating:
5.0

Andrew was very helpful in getting me set up in the truck and offering advice on my driving route.

Bethany J. 
Rating:
5.0

Customer did not leave a comment.

Maureen K. 
Rating:
5.0

Andrew and William were very friendly, helpful, and cheerful, and made me want to use UHaul again in the future.

Andrew S. 
Rating:
4.0

Hello, Overall the experience was without flaw except for the need to use the uhaul website to return the vehicle. It forced me to use proprietary software which is something I wish to avoid because it is offensive to me as a computer user. Please consider using free software for your vehicle return system. You should learn more about free software here. https://www.fsf.org. Thank you, ~Craig

Craig T. 
Rating:
5.0

Very friendly employee/manager, hard to imagine what they could do better.

Stephen S. 
Rating:
5.0

Nothing. It was easy and convenient

Mishon B. 
Rating:
5.0

Excellent customer service. Flexible. Great knowledge on work. Makes everything quick and easy.

Ratanaluck S. 
Rating:
5.0

Reliable and efficient

PETER B. 
Rating:
5.0

Customer did not leave a comment.

Scott D. 
Rating:
5.0

Customer did not leave a comment.

Fredicico B. 
Rating:
5.0

I am leaving this review solely because Andy made my experience so amazing. His demeanor and attitude is so refreshing and he offered stellar service. Andy really deserves a raise. I will solely use this location for repeat business and will refer many of my friends who will be moving solely because of Andy.

Christopher R. 
Rating:
5.0

Everything was great. I really appreciated the checking out process being so smooth.

KATHLEEN A. 
Rating:
5.0

Customer did not leave a comment.

KEISHA L. 
Rating:
5.0

In a very stressful move, and first time trailer tow, Emily made me feel so much more comfortable. I've used Uhaul many times before, but you guys made this experience better than I could have expected. Thank you! You guys rock!!

CATHERINE F. 
Rating:
5.0

Customer did not leave a comment.

DANA J. 
Rating:
4.0

Customer did not leave a comment.

ANNZINETHIA J. 
Rating:
4.0

Location is quite convenient and the whole process has been fairly smooth. I don't know why there're so many negative reviews, but Emily is friendly and helpful. I paid the insurance just in case, and also took pictures with my car inspection so there's no charge for any damage at last. The return process is fast as well.

HAO C. 
Rating:
1.0

My sister and I happen to drop off a truck some weeks back. She also made the same remarks about this particular person. I also dropped off my truck at this location as well because it was close by public transportation. Sure enough the same rep was working that day. Her customer service skills are hideous. I appreciate the fact that it's difficult to find employees in this environment. But the dealer for their own sake should rethink this particular person. They know who it is by the time that I had dropped that vehicle off. Do themselves a favor and find somebody else. Or have someone check her out on their own. I suppose they figure it doesn't matter they are the closest U-Haul dealer around the area so what is somebody going to do not rent the truck?

Adam F. 
Rating:
5.0

Customer did not leave a comment.

WHITFIELD G. 
Rating:
4.0

Customer did not leave a comment.

SYLVAIN B. 
Rating:
5.0

Better dolly for large objects. The appliance dolly was too heavy and hard to use. Vehicle pickup should be faster since I reserved online but it still took a while from start to finish. Van's minor dents and scratches could be recorded beforehand instead of me having to submit new photos.

ALEXANDER M. 
Rating:
5.0

Great customer service. Friendly, knowledgeable, and efficient.

KATHRYN K. 
Rating:
5.0

Customer service/interaction was excellent. She went beyond and more to see that all my needs were met. She has excellent demeanor and was very patient.

ADELIA C. 
Rating:
4.0

Customer did not leave a comment.

JAROD K. 
Rating:
1.0

Improve customer service.

KAMILL S. 
Rating:
1.0

I have come to your location before because you had outstanding customer service. But yesterday, the sales person who gave me my truck was simply rude! She would not answer my questions and made me feel that I was begging for answers. On top of that, she entered the wrong miles that I requested and did not print me any receipts. I wish there was a manager on the location so that I can make an official complaint.

FAWZI A. 
Rating:
4.0

Customer did not leave a comment.

Phillip S. 
Rating:
4.0

Customer did not leave a comment.

JACQUELINE D. 
Rating:
1.0

The man told me another customer complained about the back door not opening, but he was able to get it open. First try it opened after that I could not get it open all day, two other people tried to open it but couldn't either. When I brought it back the wan at the counter was calous and said they would look into it Extremely difficult for me and I am very angry

ANN M. 
Rating:
5.0

I did nighttime drop off

JEFFREY C. 
Rating:
5.0

Customer did not leave a comment.

DAVID S. 
Rating:
5.0

Customer did not leave a comment.

JEFFREY P. 
Rating:
4.0

The 24/7 mobile pickup/drop off app is not good at all, and was really a pain. There were problems with location services of the app and the phone; the app was nor loading certain information; claimed errors that were not there and simply did not work; and customer service [to help troubleshoot the mobile app] took a very long time to answer the phone [ie. Over 20mins.]

Jeffrey S. 
Rating:
5.0

Customer did not leave a comment.

William M. 
Rating:
5.0

Customer did not leave a comment.

PIOTR K. 
Rating:
4.0

Customer did not leave a comment.

Loretta W. 
Rating:
3.0

Attendant was lazy and reluctant to provide information about the vehicle

ROBERT M. 
Rating:
4.0

Customer did not leave a comment.

ADAM G. 
Rating:
3.0

Customer did not leave a comment.

JENI S. 
Rating:
2.0

Customer did not leave a comment.

Sunil P. 
Rating:
2.0

Employee was over worked and short staffed which caused lack of attention and impatience with me and my order. I was spoken down to because I did not mop the truck out, which I have never done in the past and was charged $120 for extra charges because of this. I will not be using uhaul in the future. We have used uhaul previously on an often weekly basis throughout the year. Unfortunate, because it was not the employees fault she is the only worker at the location.

Brian O. 
Rating:
3.0

Upon entering the building, there were no employees and, for about ten minutes of wandering around, inside and out, calling out for someone, what turned out to be the manager, entered the building. After her using the restroom without even acknowledging me, she strolled behind the counter. I had reserved a truck online and also had some questions about supplies.. Yet, I needed to prod her to answer in more than one or two word replies. The rudeness and arrogance were astonishing and I would have chalked it up as an extremely bad day on her part but I had rented a van about two months ago and received a similar experience from the same employee. I have been a small business owner for many years and understand the stresses and concerns that good customer service entails. This experience, on two occasions ,is a real disgrace to a location that has previously been a reliable, pleasant place to frequent.

PETER C. 
Rating:
5.0

Customer did not leave a comment.

ADISA C. 
Rating:
5.0

Customer did not leave a comment.

WELCOME B. 
Rating:
5.0

Outstanding service and a complete class act by the manager/ she is an exemplary example for what uhaul stands for. Thank you.

MATTHEW L. 
Rating:
3.0

There was no one around, in the back. Took my key, did not check the truck, gas level or anything. Maybe a busy day for her! No worries! Like Uhaul!!

FRANCIS C. 
Rating:
4.0

Customer did not leave a comment.

Lynn N. 
Rating:
5.0

Quick and easy, thanks!!

ELIZABETH E. 
Rating:
1.0

The front desk person was very rude, unfriend and cold. I was deeply disappointed about the care I received. Not welcomed at all, I felt that I was bothering her for made her work just a little bit. No answering my questions at all, she was very unpolite. I'm not going to come back never again at this location. Never. A horrible horrible horrible customer service. Horrible experience.

ALICIA G. 
Rating:
1.0

Emily Sowerby was by far the most unprofessional and rude manager I have ever dealt with-- at any business, ever. She called me four times from her cell phone to berate me over the fact that my phone lost service when her and I were speaking on the phone regarding my reservation. Calling someone repeatedly over and over when they're trying to drive is dangerous and completely unacceptable. When I arrived to drop the van off she literally ran up to me as I was cleaning out the vehicle and stated yelling, demanding that I give her the keys. When I asked her for a receipt she purposefully ignored me, walked away and proceeded to help another customer (at which point I finally got fed up and shared a few choice words with her.) It's completely unbelievable to me that she thinks it's acceptable to treat people like this, regardless of that bad day you may be having-- there's really no excuse. I will definitely be pulling a Karen and calling her boss to share what happened. For the record, my company works in soda vending and we've rented a few U-Haul vans every month for the past 12 years. Today will be the last time we do business with U-Haul. Avis never looked so good! I just don't get it... it literally cost zero dollars to not act like a complete psychopath when dealing with your customers.

LYSLE W. 
Rating:
5.0

Great experience. The manager maintained excellent quality service even though it was obvious she was short staffed. I figured someone called out sick. Perfect job!

Zebulon M. 
Rating:
5.0

Easy and smooth!

JASPER SHALA B. 
Rating:
4.0

Customer did not leave a comment.

DAVID E. 
Rating:
3.0

the windshield of the van I rented was so dirty inside and out that it was a safety hazard. When driving toward the sun in the morning I was unable to see in front of me because of the light diffracted by all the junk on the windshield. There is nowhere to park at this location. I wanted to drive there, leave my car while I used the van and drive home when I was finished. I had to have someone drop me off and drive me back to work. the nearest MBTA Green line stop, Brookline Village is closed due to construction and the manager did not know it.

JOHN M. 
Rating:
5.0

Customer did not leave a comment.

Jeffrey W. 
Rating:
2.0

hire staff that want to help their customers.

GIUSEPPE M. 
Rating:
5.0

I have used this U-Haul location many times over the years and it's always been fine. On this occasion, however, the experience was truly excellent. The yard was neat and all vehicles were parked in meticulous order. The office and box store area was so well organized, it made me buy more than I needed. The General Manager, who is responsible for all of this, was all business, while remaining pleasant, helpful and efficient. It's always about having the 'right person' in charge.

frank D. 
Rating:
5.0

The General Manager was very helpful with guidance in terms of other equipment I needed to purchase and explaining everything about the trailer and hookup

Cary C. 
Rating:
3.0

Customer did not leave a comment.

ERIN M. 
Rating:
5.0

Customer did not leave a comment.

CHARLES A. 
Rating:
5.0

Super helpful and friendly

Katherine L. 
Rating:
5.0

Customer did not leave a comment.

MICHAEL R. 
Rating:
5.0

Customer did not leave a comment.

ISAAC A. 
Rating:
2.0

The mobile absolutely did not work. I wasted 30 minutes trying to check out my truck with the photo verification constantly being denied and another 45 minutes trying to get it to accept my odometer photo (with multiple levels of clarity it was always refused). I had to use the browser version of the app the worked immediately. Please link the mobile app to the website version cause right now the mobile app is garbage.

Logan T. 
Rating:
4.0

Always appreciate that we can get a truck with short notice at this location. Fuel estimate was off, truck had 1/4 tank, 1st thing we had to do was add $53. in gas to the tank... returned it with more gas than it started with. Would be nice to get a truck with full tank... ready to go. But understand this is a busy time of year. All in all it did the job perfectly for us and we will be back.

DANIEL W. 
Rating:
5.0

Customer did not leave a comment.

Vladimir A. 
Rating:
5.0

Customer did not leave a comment.

ADDISON K. 
Rating:
5.0

Excellent staff; everything was in good shape. Easy pick and return A pleasure to do business with you

ALLEN S. 
Rating:
5.0

Customer did not leave a comment.

Vladimir A. 
Rating:
5.0

Customer did not leave a comment.

Gary G. 
Rating:
1.0

Proprietor was rude, unresponsive, and overcharged me.

BRADFORD V. 
Rating:
1.0

They charged me for CDW after with my online reservation I made sure not to make include insurance as I have coveragewith my Credit Card company for when I rent vehicles. Now I have to waste my time fighting for $20 from these thieves (UHaul of Route 9 Brookline)

LUKE A. 
Rating:
4.0

Customer did not leave a comment.

Meghan D. 
Rating:
2.0

The person working in your shop-Emily- was awful. She was rude, unhelpful and just obnoxious in how she spoke to myself and others.

Nancy S. 
Rating:
4.0

The employees inside as well as the gentleman outside were very friendly and helpful! Thanks!

Mary C. 
Rating:
4.0

Customer did not leave a comment.

ROBERTMICHAEL B. 
Rating:
5.0

Nothing to improve. The process was super quick and easy and staff was very accommodating and friendly. Van we rented was clean and no problems. Highly recommend.

CHRISTYMAE C. 
Rating:
2.0

Customer did not leave a comment.

Ciaran D. 
Rating:
1.0

The manager of the location treated us very poorly. The dolly we rented was not in the truck, nor were the pads. Because of this, we had to come back to the pick-up location. Fortunately, a very nice man helped us. When we left the truck, the manager (a woman whose name I don't remember) treated us awful again and not even looked at us. Additionally, when we asked for some basic indications on the truck, they told us "just drive" and didn't help us either. In summary, a very poor experience.

Guillermo C. 
Rating:
3.0

The lot attendant was not pleasant. She tried to blame us for a dent/scratch which was hardly visible and was there before we rented.

BORIS S. 
Rating:
5.0

The gentleman who showed me my van was professional, knowledgeable, and very nice. I just hope Uhaul is always around.

REBECCA D. 
Rating:
1.0

Customer did not leave a comment.

NAKIA M. 
Rating:
2.0

The manager there seemed very overwhelmed, which I get, she mentioned how all of her staff quit on her. I had already checked in via the app, which the app automatically suggested when I was within a mile of the store. The manager then asked if I could bring the truck somewhere else because they had no room. I was fine with doing so but since I had already checked in via the app (which the U-Haul app notified me on my phone, I didn't go into it looking to check in) apparently the truck couldn't be moved after that. The manager seemed not pleased by this, again their system, and took the keys from me and huffed off. I'm sorry that it was a stressful day, but that's not really a good way to treat customers.

Bryan W. 
Rating:
5.0

They were very busy because of college move-in, but they work hard to provide excellent service

Michael O. 
Rating:
5.0

Great service!

KENRITH P. 
Rating:
5.0

Customer did not leave a comment.

Shahin S. 
Rating:
4.0

Get rid of Construction Home Advisors on MovingHelp.com. The worst experience I have ever had with movers.

Emily D. 
Rating:
5.0

I did not get clear instructions on off hours rental return. I was only told to park and to make sure to drop the key properly. Due to this I paid $20 which is not right.

JOE A. 
Rating:
3.0

Customer did not leave a comment.

Anthony G. 
Rating:
5.0

Customer did not leave a comment.

Joseph M. 
Rating:
4.0

Customer did not leave a comment.

QYMLEE M. 
Rating:
4.0

Customer did not leave a comment.

ISADORA J. 
No reviews have been submitted for this location.

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