Smooth sailing. No issues
Heather TCustomer Reviews for U-Haul of Route 1 Saugus
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.
From the reservation to pick and then return all went fast and efficient
JAMES GFirst, we were not given instructions for the plug to the tracker so we had to wait until 7am on Friday to return to get the trailer hooked up. Note that we were supposed to leave at 5 AM, so we were already three hours behind schedule because we had to wait for the facility in Saugus Massachusetts to open! Second, 30 minutes into our trip, the brakes were on fire (a truck driver flagged us down). We had to wait almost an hour for road side service. At this point, we had to drive to the facility in Natick, Massachusetts. By the time we left that facility, it was after 11 AM, which made us six hours behind schedule! Needless to say, we did not make it to the halfway point, causing us to lose money on that hotel. We had to stay at a hotel right outside of Washington DC, and it was disgusting! Last, my drop off was almost a half hour away! I called U-Haul that morning on the drop off (Sunday, October 4). We arranged to have a closer drop off because instead of having to drive 20 minutes out of our way, it was only a 10 minute drive from my new home. When we arrived at that facility, we were greeted by a very angry employee. He proceeded to argue with me about the drop off, even though I had already called corporate to make the arrangements. I will never, ever do business with U-Haul ever again. That fire could’ve been catastrophic, and we could’ve lost our lives! We were hauling a pick up truck! That fire was just beneath our gas tank! According to one of your employees, this happens all the time! That is unacceptable and is a risk.
Kathleen SThe location was fine. The truck was filthy and smelled like someone smoked weed in it Crumbs of weed in the center console. ALSO when I call location it goes to a call center and the call center told me something different about how I get charged if I need to extend the rental. Wrong!! Never rent anything again.
JOSEPH FThe trailer was terrible. One of the tie-down bars along the inside of the trailer was falling off the wall. It had clearly been repaired numerous times and. the screws were no longer holding. Fortunately, we were able to get creative and strap down our contents by leveraging other items we were transporting as well as other wall tie down points. If we were not able to I would have had to return the trailer for a different one. The second issue was the electric connection to the trailer brakes and turn signals was faulty. I kept getting a warning message about the lights not working on my dash and had to stop to dry the connector, play wiyt the position of the wires and reconnect the electrics. then proceed until the next time the message appeared. Frankly, this trailer is very old trailer (paint faded and peeling as well) and it just needs to be put out of its' misery. A very disappointing experience.
David TEverything was great.
phillip cEquipment was ready and clean. Gentleman in the office was pleasant and helpful.
Patricia Gvehicle was well maintained and ran well. Pick up location crew was very knowledgeable and helpful. your app needs work as it cost me an additional 30 minutes of lost time due to not giving me the code for lock box and had to wait for crew to come to work.
Gerald MBeing cordial and polite would already be a plus.
Aquiles HFix your APP!!! It does nothing but waste peoples time. It’s glitchy and slow. Camera barely works. And every one of your employees believes it’s a crap application.
Peter MThe U Haul staff at its RT1 location in Saugus, Massachusetts where very professional, curious, and helpful, and created a very good diligent environment.
vincent mI just turned in the key to the employee and he told me I was all set. I later realized I was charged a free for the missing furniture pad rental. It would have been nice to be able to have the employee look over truck with me when it was returned.
BETSY MNice staff
Stephen MThe team at both ends was great. Friendly, personable and professional The truck worked for our needs but it was old and a gas guzzler.
Sandra MEverything went really good except there was only one person working in there and working behind the desk and running outside to hook trailer’s up you had 5 customers waiting in line
JOHN Cmr seeman has taken great care of me every time i go there hard working guy! the best
BARRY CI was rescheduled twice and the service was very unfriendly.
Jeffrey MGreat experience in Saugus did the online renting, but went in the gentleman that helped me out was fast as hell very informative. I was in and out in three minutes. I parked the truck and left within a minute couldn’t be happier.
BRIAN ONever fail service and equipment at this location.
Tim PI prefer the Salem location. Workers are friendly and equipment is always kept clean and up to date. The truck was making a horrible noise for the 1 hour drive both ways. I use Uhaul frequently and this was not a great experience.
BRYAN FClean up the lot
Gregory CYour app does not make it clear that you cannot do a one way trip with a van. I would have done this differently if I'd known but instead I wasted half a day and had to drive back and forth between Maine and Massachusetts twice just to return the equipment. If there were humans to interact with instead of an app, this may have been explained or avoided. Very frustrating.
Valerie EPositive interaction at pickup. Great guy at drop off. Thanks.
JAMESEN SStaff is great. Nathan is always eager to help and super polite, All staff are helpful and knowledgeable.
Tim PLast minute rental and the man that helped me out was great!
Marianne MNot personable.
Jessica PVan was brand new. Suited our needs perfectly. Staff was very friendly and process made so easy.
Terri SExcelente
Albert Egreat customer service
George BYes the only issue eas truck had alittle damage but thr nee about it but they both have great customer service and treated me with respect and explained everything and answered every question i had
Milagros CHave more than 1 employee on site to help other customers. Don’t allow people to smoke in the trucks so they don’t stink.
Michael WWorkers were knowledgeable and helpful.
Robert PNothing! I have used this location on numerous occasions and they are the best team around! Professional, polite and outstanding to deal with. Thanks!
JOHN FCheck the engine on the truck. Far too much hesitation on acceleration of the vehicle. Overall, seamless process to renting the truck.
STEVEN LThe agent was very polite and explained everything to me.
Tina FAll good
barry eI had no issue doing contactless drop off
Michael NCustomer service was very, very, very poor. The employee who works there does not know how to communicate with customers professionally. To be honest, he really didn’t seem to care whether the customer rented the van or not. Because of this experience, I will not be coming back to this place again. I will also let my friends know about my experience and recommend that they avoid this place as well. Very disappointing customer service.
KRISHNA SCheck in and return were a breeze; truck was perfect.
James JHave used this store 100% of the time
richard mThe computer system was not behaving the day I went to pick up the trailer. But the manager kept things moving by understanding what he could do and not do to process the rentals and get us all moving.
Brett GGreat experience
Emily EMore staff to handle check out of vehicles. Waited in line for 40 minutes. Location was very busy.
Daniel HThe gentleman who checked me was very pleasant.
PHILIP RVery professional
naoufel tWhen we got to the moving location, we were disappointed to find there was no Dolly in the truck. It took us twice as long. I hope to get a refund.!
SCOTT GThe passenger side mirror too loose, wouldn’t stay aligned. I Travelled 80 miles, I put $40 worth of gas in the truck and still got charged for 8 gallons of gas. I was charged a $25 cleaning fee… the truck was returned in the same condition as it was picked up. Very unhappy with the all the fees added on.
BRIAN CThey gave me a truck with a half flat tire and I had to spend my time and miles driving around to find air (it was down to 6 pounds). When I brought it back I told them about it and their response was “ya we’ve been keeping and eye on that” It was dangerous. Inconvenient and cost me extra miles to take care of it. Not even an apology, let alone a discount or credit for the aggravation and dangerous situation they put me in.
Paul CExcellent service, Doug was very helpfull.
Vladimir FSo over all my experience was ok. I received a call saying I needed to pick up my truck at another location. It says when I made the reservation that it was guaranteed or uhaul will pay me 50 dollars. Then when I call they say oh they are just offering you 20 dollars off if I pick up in Peabody. Ultimately the woman came back and said that my truck would be in Saugus. But after all of that hassle I still ended up paying a ridiculous amount of money when I literally only drove 14 miles. And I still had to put 12 dollars of gas in it. I have just never had to deal with something like that.
ALICIA MGreat Service, no issues
Alvaro Lsales rep were awesome. he couldnt have been friendlier or helpful. will go back again
Mark M