The staff person who helped me was really friendly and helpful. He answered all my questions and got me out quickly!
Claudia LCustomer Reviews for U-Haul of Rt 9 Brookline
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.
Excellent. Friendly and courteous staff.
DEWILCA Othe app said the key to the truck would be on the back of the truck and it was actually in a box next to the door to the office with minimal signage. would have felt easier and quicker if there had been a note that the key MIGHT NOT be on the back of the vehicle
Audrey MThe staff were super nice and helpful!
DOMINIC WNot a good experience. I was not able to pick up the truck using the App and had to wait an hour for the facility to open. Once open, it took a long time for them to give me a vehicle and they did not honor the discounted price ($75 discount) that I was given during booking. When I was finally given a vehicle, I could not access it because it was blocked in by 2 other trucks. The total delay was almost 2 hours
MICHAEL COur U-Haul experience, from beginning to end, was efficient and exactly what we needed.
JOHN CThe staff at the Rt 9 Brookline UHaul were very helpful, friendly and knowledgeable. We had tried to rent from a competitor and they did not have the equipment we reserved, so we switched to UHaul at the last minute and we were so glad we did. We were able to get a vehicle that suited our needs and was also low mileage!
PAUL KRight tire on the trailer was worn to the threads. Obviously consumers don't know or aren't looking and the location is short handed and not able to do a complete check-in or out. Frankly, I looked at the left tire but didn't notice the right until I returned it. Guessing that the axel must be bent and causing excessive wear. That trailer needs to be pulled from service, it's a huge safety issue.
KEVIN FYour app is difficult/impossible for online check-in/out because mileage entry doesn’t work and photos take too long to upload before timing out and forcing restart.
THOMAS CI reserved a Uhaul for 8am. When I arrived at 8, I could not pick up my truck with the app like normal because it said my order required more assistance. When I called the number provided to me they said the keys to my truck were not left outside for me to access so I couldn't get my truck until 9, at any location. When I walked into the store a few minutes before, I had to wait 45 min before getting my truck. The only person working the front, all three registers and answering the phones (I believe his name was Franklin) was trying his best to help everyone as much as he could, however he was severely understaffed, the wait time was not his fault. We left uhaul at 10, two hours after my pickup time. The truck also only had 1/3 tank of gas instead of 1/2 like stated. There was also a parking ticket on the windshield.
KAITLIN SThe gentleman helped with everything and was so pleasant. It was great and he is extremely professional. He was even training someone on how to do thee hitch with such patience.
LORI MThe employee who helped us was very nice, but he was training and the employee who was training him had to train him while serving his own customers. We arrived on time for our reservation and it took them half an hour to check us in, so we were late to meet the movers we had booked. Both employees were professional and polite, but the extraordinary wait time was not fair to us and they should have had at least one more employee working the shift.
DIANA EIt was a wonderful experience
ALEKSEY KA positive rental experience. Franklin was helpful and pleasant. I also observed his interaction with his colleagues and it was clear he is a natural at managing others. Thank you.
THOMAS Lback light not working . Truck pick up changed and where told we would get a 50 dollar credit that did not happen. Then our dolly and pads where not available we ordered. But were told we could buy them .. lol
KARL HHonestly, I believe Franklin was kind of rude and short. I understand that you know people can be super busy in client facing jobs but his tone was very rude and borderline aggressive. As someone who works in client facing positions, I know that sometimes your mood may not be A-1 always but treating the customer with decency and kindness is a must.
YONAS TVery cramped space for returns but staff was helpful. Very busy first day of month. New apartment leases.
ROBERT KI ordered a 10’ truck weeks in advance. The day before I was to arrive in Boston to move my daughter, I was called and told that they did not have a 10’ available and I would be given a 20’. This complicated the move as parking is scarce and the larger truck made it harder. Also, the larger truck consumed more fuel for out 400 mile trip and was harder to drive. Very dissatisfied with the way my rental started out.
STEVEN MEmployee was incredibly rude and unhelpful, it took me an HOUR just to even get the van after doing self service and only to find out my key wasn’t even in the lock box- was on with customer support for almost an hour trying to figure out something that the employee on site should have helped with but he said he wouldn’t. A horrible experience and I never should’ve wasted my money with you.
Dennis AStaff was amazing.
Diana LStaff at this location are great. My only frustration was with the app, especially the way is sequences when it gets to the vehicles inspection and mileage part.
Michael M为顾客提供停车位
QIANG CFranklin was very friendly, helpful, and detail oriented.
JEANNE SFranklin was a very helpful, patient, and pleasant staff member. Thank you for a great rental experience.
THOMAS LI feel bad that I had to return the 26 footer minus the Drivers Side Mirror but it fell off without any supplemental force applied.
JOSEPH BJustin, who brought a truck from a lot to us during the pickup time, was super friendly, professional. He patiently responded to our questions and he promptly demonstrated how to use the truck. I truly appreciate that Justin is a unicorn in the sea of lazy customer service representatives. Simply said Justin is not lazy.
JANA SDon’t like being sent to a new location. Don’t like that the truck I reserved was not available. Hate when the gas tank is not full. Very hard to manage returning with partial gas. Should get a credit if retuned with more gas!
DAVID MFirst time user, impressed.
Graeme CSite seemed short staffed. Lone employee was working very hard to take care of customer. Please get him some helpers. He is a good guy that needs helpers.
VERNON MExcellent U-Haul location. The general manager is fantastic and the other employees were very professional as well.
Brendan LSuch a bad customer service the rep was so rude
BABAK RI don't know the employee's name but the person working there on Saturday July 19 in the afternoon was extremely helpful. It was my first time using a trailer with my car and he hooked it up and unhooked it for me. Please give him my thanks.
GERALD AThere was nothing y'all need to improve because Eli did a wonderful job with me and explaining how everything goes and he walked me right through the whole process and it was just a great experience Eli was excellent and I'll definitely use the Boylston Street store that's in Brookline Massachusetts because Eli he was very very nice and he walked me through everything again very professional thank you Eli.
GERALD YAwesome
BETTY CFranklin was great!
WALTER SThis was the easiest UHaul pick up and drop off experience! Franklin who helped us out when we checked out was great and it all was very smooth and easy and quick. I would rent from this location again!
HELEN WI dropped off the trailer at night, without using the app. The agent checked me in the next morning and closed out the order, which was just what I needed. Thanks!
Lawrence PThe young man who helped me yesterday rent a motorcycle trailer was fantastic! I think his name was Franklin B. He could teach everyone a lesson in keeping their Cool under pressure. He was very friendly even when he was multitasking, phones, computers and people. Give this man a raise, he was keeping the place running yesterday.
ANDREW SThe moving experience was so good. The staff Franklin is very professional and enthusiastic.
YANG LMy interaction with two staff members during a truck rental left me with very mixed impressions. Elias: interacted with him few times before the rental pick. He was exceptionally polite, courteous, and helpful. He offered thoughtful tips regarding the truck size and our moving logistics, making a genuinely positive impact. I truly appreciated his professionalism. Pick up date: 15 ft truck, June 20th 4PM. Other guy: Unfortunately, my interaction with another staff member was quite the opposite. While I do not recall his name, his demeanor and responses were dismissive and unhelpful, which added unnecessary stress to the process: - When I asked whether it was possible to request a newer truck for a long-distance move, I was told, “We don’t take requests,” with no further explanation. - When we had trouble understanding the parking brake and requested assistance, the response was condescending, delivered with a smirk and the question, “Need help with what?” - I inquired whether the trucks had Bluetooth. I was told “Nope,” yet we later discovered the truck did, in fact, have that feature. - After purchasing a storage lock, we were not shown how to apply it properly, resulting in an unnecessary return trip the following day. I understand busy moments can happen, but the location was not crowded at the time. The dismissive and unprofessional attitude was disheartening and left a strong negative impression—especially given the stress typically associated with moving. I hope this feedback helps improve the consistency of customer service at this location. Experiences like mine should be the exception, not the norm.
Solab CGreat service from the attendant at the counter. Vehicle was new and clean.
GLEN NReserved a tow dolly. Waited on line for an hour and 45 minutes only to find out they didn't have any left
ALEXANDER AEasy pick up
MAURICIO VBoth gentlemen working there were very helpful.
PETER WFranklin, the manager made everything perfect. He went above and beyond to ensure everything was OK, I was comfortable with the truck and was fully equipped for my trip. Thank you, Franklin.
PAUL GTrailer had a hole in the front panel and leaked on my belongings and causing one of my wardrobe boxes to collapse
DANIEL MMy interaction with Elisa for the pick-up of our rental van was excellent. Friendly, informed, efficient (even when the computers were down). Excellent representative fro the UHaul company! Eileen
EILEEN AEli was so helpful when renting out the u-haul. An issue popped up with the other location we were renting from not having any trucks available so Eli helped us get one the same day and communicated really clearly. There were some technological issues with remotely checking the car back in on the app which were frustrating but he helped us navigate it.
AMINE KExcellent service.
DAVID AFranklin B. was extremely rude. He was in the back when I arrived and I had to call for him. I arrived 20 minutes after my reservation time because I had taken the bus. He had canceled my reservation even though Uhaul never tried to contact me. He refused to rebook my reservation until I verbally agreed to contact them if I was going to be late in the future and stared me down. He gave me the wrong key so I looked around the lot for a truck that wasn't there before I got the right key. Also when I called the day before to confirm they would have a furniture dolly, someone answered and immediately hung up. Unbelievable Uhaul allows this kind of service and rude employee.
LINCOLN WLow ratings to draw your ATTENTION. The location is great and the folks working there are very nice - courteous and professional. First thing that was annoying was that I needed a cargo van and was told that those were not available for same-day rental. It was a rainy clod Monday afternoon in the second week for the month and the lot was full of cargo vans and I could not rent any of them! When asked why, the counter person just said it was a company policy and that he could not provide any explanation. Oh-kay - a 10" truck would do, and it costs the same. Fine. But... You CANNON RENT UHAUL now unless you have an INTERNET ENABLED SMART PHONE. That's right, folks! If you don't have a full on "smart" phone - U DON'T HAUL! Forget your phone at home - sorry.... Have a cell phone but it's a simple flip or brick with no browser - sorry... Ren from UHaul regularly and they have your license and credit card on file but not smart phone - sorry.... No UHaul for U. Is this DISCRIMINATION? A new type of technocratic discrimination? Not enough that you have to have a credit/debit card (though it is technically in violation of Massachusetts and many other state's laws) to obtain their services or goods, not you also have to have a smart phone with data service enabled. Why is this wrong? Well, I can think of a few reasons. Can you? So now, you still get a paper copy of the contract but you also have take pictures of your license with your phone and then go out, and using UHaul's the web page take multiple picture and make notes on condition, mileage, fuel level etc. yourself! Isn't that cool?! Not if you ask me. I'm fed up with my phone as it is. Isn't that fun? Maybe for a college freshman moving for the first time but for the rest of us - I'd say NO! And it didn't work anyway! I had to go back into the office twice for help with that only to be told that "sometimes it doesn't upload" so to take pictures with my phone camera. So again, with all this technology, THE CUSTOMER DOES THE WORK now! Can I get a discount for that? Just kidding. I don't mind the work but I do appreciate service and am always willing to pay for it. Will be exploring other options for future truck rentals for sure.
MAKSIM MEXCELLENT REP, VERY NICE, CLEAN LOCATION AND FAST, EFFICIENT RETURN OF THE TRAILER. THANK YOU! I WISH THE PHONE REPS WERE AS KIND AND KNOWLEDGEABLE AS THE ASSOCIATES WE HAD DIRECT CONTACT WITH AT THE TWO LOCATIONS I AM REVIEWING PENNSAUKEN, NJ AND BROOKLINE, MA!!
MARVIN CVery good customer service from Elias.
TIMOTHY Fhi there. Everything was fine until I looked last receipt, I found fuel charge 2 gls .$9.00. I made sure tank was full, It was 3/4 capacity when I got the van. It will be nice if I get off this charge. thank you
Edgar BPickup location and employee were perfect. The truck was not. Clearly it had not been checked over carefully enough ad the driver side mirror was not operable. The screw holding iot steady was stripped so it never stayed in place driving which is very dangerous. Mirrors MUST absltly be checked on a truck. We were on a tight deadline to have truck packed by professional moves so nothing could be done but TAPE as advised by one of your employees. The 4 hour trip to NY was NOT comfortable nor felt safe. WHO checks trucks coming in????
JOSEPH RFranklin is the absolute BEST. Patient, polite and understanding. 10/10
KARL ORude and bad attitudes employees at the front desk. I was there just yesterday afternoon the employee who served me was super rude with so much attitude and was looking down on me.was barely willing to help.
HEMANTKUMAR VVery smooy=th pick up and return
LEONARD WExcellent service, equipment as described, isn't my firs rent from this location Thanks
Wlodzimierz PLike always, U-Haul makes everything easier for you. Fast check-in and checkout, phone and App support, and sound vehicles. I strongly recommend.
Jose RNothing, all was perfect, thank you!
KELLY OTruck was covered with ice on the roof. At the first stoplight the ice slid off breaking the radio antenna. I called them immediately to advise that I wasn’t responsible for this damage and it was like pulling teeth.
DANIEL VThe employee working when I dropped the truck off was very rude. The employee when I picked up the truck was great
LAUREN AI thought that the steering on the unit that I rented was loose. Constant corrections were required on the highway. It has 114,000 miles on it.
GEORGE FYou could clean your trucks better and rent it with a full tank. The trick with 3/8 of tank is pure cheating. Your online system is very nice, though.
EVGENY TThe truck needs to maintenance. The truck was having a hard time picking up speed, you had to punch the gas to get it to go to 20 mph the engine is making noise. The customer service was great when I went to drop the truck off the guy was very nice and allowed me to stand inside the store during to the weather conditions. Very grateful
NICOLE ENothing, this rental experience was perfection!
JEFFREY B