Customer Reviews for U-Haul of VFW Parkway West Roxbury

Rating:

1.0

Brakes were mushy on two vehicles. Side mirror was broken (I took a photo upon inspection) and then it shattered when I closed the door at the site and I was blamed for the breakage (upon displaying proof of prior breakage, they replaced the side mirror). Gas cap was missing from first vehicle issued. Site did not have the two dolly’s I reserved a week+ prior. Mileage and fuel levels were incorrect (in UHaul’s favor) when checking out vehicle. Upon return the receipt showed the incorrect time of return (in UHAul’s favor).

Rating:

1.0

Be honest, I booked the rental because I was told I can return it at the location near my destination. I was told this by 3 staff, I called the dropoff before I went there, they also said I can drop off and leave keys in the Dropbox if after hours. They were open when I got there, a 40 minute ride, the attendant said if I drop the truck at this location I will be charged 250.00 min. He said I had to drop off at another location, 50 min away. Liars, all of them, never trust U-Haul. i never had an issue with Pendle. I would never again rent from these liars.

Rating:

1.0

I have used uhaul numerous times and I’m frankly stunned by the absolutely horrendous service by this particular place. I was made fun of my name by the sales associate and charged for fuel that I didn’t use…I drove the vehicle for 10 miles and was charged for 2 gallons….the math does not add up. Will never use that location again and will strongly suggest to the public that the location is avoided at all cost.

Rating:

2.0

To no initial fault of this Uhal's location. We had a truck planned for pick up at 7:30am with an app pick up at the Emporium Gas and Wash. We got there and there was an issue, they never completed what they needed to do for us to get the truck. I had movers coming at 8:00am so this was a huge issue. We then had to uber to west roxbury for 21 dollars, had to drive an additional 20 miles which costed more money, and we ended up late to our movers. It added more distance than we anticipated putting on the truck in general, adding extra money to the milage, extra money to the uber, and then extra money for the movers because we needed more time with no refund. In addition, the man at this location was on the phone and didn't explain anything. We got into the truck and drove off before we got the text requesting the milage or photos of the truck. I took the photos on my own but never got the text and wasn't told to even wait for a text. It said we would lose our safeway but then still got charged for the safeway and got charged for gas even though we did fill it up to the 3/4 tank which is where it was when we picked it up. Overall, I am upset about the whole day and the extra money that I had to pay because they didn't set up their systems correctly. It was completely unacceptable for a company to be ran this way.

Rating:

1.0

I was charged for missing dollies and furniture pads, which I did not request and were not in the truck when I picked it up. Terrible customer service and the app does not work.

Rating:

2.0

I had made a reservation for a cargo van so I completed the online check-in while standing in a very long line at UHaul that Sunday morning. UHaul heavily promotes the app and I just assumed I was supposed to check in before I got to the counter. The app worked as it should and assigned a van to me. The general manager, who was the only one working that day, suddenly called out my name and said in front of everybody, "Good work. you just stole this guy's van." Apparently, he was in the process of renting that particular van to the guy in front of me (who did not even have a reservation). I told pretty stunned -- I told the GM that I had a reservation; he said "doesn't matter. You stole this guy's van." I told him I thought I was supposed to check in via the app; he said, "doesn't matter. You stole the guy's van. So take it. Just take it." Here's my question to UHaul: "Why do you have an app with a check-in feature if you don't want people to use it???" If the GM had made an announcement to people in line asking them not to use the app, I would not have done so. I only used it because I thought that was the procedure. I count this as the worst customer service experience of my life. It was humiliating and made a stressful moving day much worse. The GM at the West Roxbury location is incompetent and abusive. I will never, ever rent from UHaul again.

Rating:

1.0

I pulled up at 11:40 (reservation was for 11.) I was told to arrive within an hour so I assumed this was ok. When I arrived I discovered they had cancelled my Uhaul truck. There was seemingly only one guy working and there were almost zero available trucks. I had to wait in the location for about an hour, and because of all this I ended up having to rent a U-Haul van instead, which is much smaller than what I required, and it forced us to take several trips during moving and we ended up having to work for almost 12 hours straight to finish everything. I would not recommend this location to anyone except my enemies

Rating:

1.0

Worker was great and doing his best, but the location was under staffed. Should have had at least two people working to deal with the volume of customers. Also had a number of people who'd made reservations turned away because the location had been over booked on trucks.

Rating:

4.0

My pickup location was CHANGED to a further address, 1 star for that.

Rating:

2.0

They need to do a more efficient job with checking their trucks and the conditions before hand. We received a U-Haul with a broken door and had to wait over an hour for road side assistance. If the trucks had been inspected before hand this would have not happened.

Rating:

2.0

We arrived at the West Roxbury UHaul to return the truck after hours. The sign at the door said to proceed with drop off through the app. The app wasn’t working. We were put on hold on the phone for 20 minutes before being transferred to a different operator, where we were on hold for another 10 minutes. She was helpful, and told us to call the specific location in the morning to check out so they could close out our rental. I spent 15 minutes on hold the next morning before hanging up and trying again, when I was told that it was already closed. If you rent through UHaul bring your patience and sense of humor!

Rating:

3.0

Wiring was faulty on 1st trailer

Rating:

4.0

U-Haul tried to change the location I booked to somewhere further away , but I’m glad I managed to keep my original location - it was close, convenient and super smooth.

Rating:

3.0

I picked up a car dolly to tow with. The equipment was fine but it seems like they should have another person working as there was a single employee who was both working the computer and the equipment rentals. I returned the dolly on the day it was expected as we agreed, and the following day I got a call from U-Haul (different location, probably regional or district office) asking if I had returned it as they had no record of the contract being closed. I decided to go back and ask for the receipt of the return for my records, just in case. The dolly was on the lot but had not been scanned as returned. The employee working helped me and provided the return receipt. Perhaps having 2 employees could alleviate this sort of thing from occurring. The location is convenient, and employees were helpful.

Rating:

1.0

The trailer work as expected. The staff must be complemented for keeping calm during computer system failure for hours.

Rating:

5.0

Friendly customer service

Rating:

5.0

Juan was very helpful and efficient.

Rating:

5.0

Charge a fair gasoline price and just let the customer return the vehicle as is.

Rating:

1.0

I’ll never use U-Haul again. You shouldn’t put a hold on people’s card and then charge them separately again.

Rating:

3.0

The attendant was overwhelmed. There were many customers and he kept telling me it supposed to be two attendants but it was just him. He was very nice. Need to have more people to decrease waiting times.

Rating:

4.0

The location was very busy and under staffed.

Rating:

5.0

The check in experience lacked in a little bit of professionalism. Getting everything filled out was fine and had no delays or problems. The weird part is around having personal phone calls. The representative there seemed to be on a video call with their girlfriend. At one point he needed to call his boss for clarification on which truck we should had. Afterwards he says something along the lines of, "I need to call my girlfriend back. She doesn't like it when I'm gone for too long." Then calls her and explains to her that he's still with a customer. It's just a bit weird to have that be a need during what should be a professional setting where I'm doing business with U-Haul.

Rating:

2.0

I was given a different vehicle than what I was supposed to. I had difficulty with the self drop off, and had to call both customer service and the location to rectify the issue. The manager fixed the problem the next day. However, the person I rented the vehicle from and spoke to on the phone was very distracted. During my initial interaction, he was on his cell phone, talking to someone. He wouldn’t look up my initial rental, and instead created a new one with the wrong number matching the vehicle I took. When I called the following day, he kept saying “this is weird” and was focused on where he put the other key, not the issue I was dealing with. I would not rent from this location again if he still works there.

Rating:

2.0

I was very dissatisfied with U-Haul as I made a reservation on a Tuesday for a Saturday pick up and when I get there, what I reserved was not available nor could one be found which really hampered and altered my whole moving experience all because you guys screwed up

Rating:

1.0

I had a very disappointing experience at U-Haul. When I arrived for pickup, the employee at the desk appeared extremely unwell or impaired—he couldn’t keep his head off the desk for more than a few seconds at a time, which immediately raised concerns about professionalism and safety. I clearly declined insurance both online and again in person. He acknowledged that he would remove it, but I was still charged, which is unacceptable. The return process was just as frustrating. He stated he was alone and unable to properly assist, leading to delays and a lack of accountability. On top of that, his interactions with customers—both in person and over the phone—were impatient and at times outright rude, especially when language barriers were involved. Overall, the experience was disorganized, unprofessional, and concerning from both a customer service and operational standpoint.

Rating:

5.0

Nothing to improve on! The employee who managed our pick up was exceptional!!

Rating:

5.0

Person at the desk was alone and he was amazing. Asian gentleman that was fast and helpful!

Rating:

4.0

Customer friendly staff

Rating:

2.0

Easy to access which was nice but back of truck hadnt been swept and the 1st truck we were told to take had a homeless man sleeping in the driver's side...

Rating:

5.0

Just what I needed - a quick van rental on short notice for a reasonable price. Attendant was very polite and helpful, despite serving multiple customers at the same time. Van had some cracked plastic but was otherwise clean and in good condition. Pickup and Dropoff were (mostly) quick and easy. Two negatives: (1) System somehow lost my reservation I set up on-line. Fortunately a van was still available at the site. (2) Check-in app to take pictures of the van prior to leaving did not work.

Rating:

3.0

We were over charged by 100 and are waiting for the refund amount after going to the location.

Rating:

5.0

Continue with the great service

Rating:

3.0

We had a reservation. When we arrived there was a very long line - 9 people - when we got to the counter they didn’t have the truck we reserved and then charged us the higher price for the bigger truck. In addition the gas also cost more money because of bigger truck.

Rating:

3.0

I arrived at 8:15AM on 3/14 to pick up my reserved trailer. The location was understaffed, there were six customers waiting in line ahead of me. The single employee was friendly and apologetic, but could only work so fast. It took over 45 minutes to get to me. Once we hooked up the trailer to my vehicle, while checking the trailer lights the employee realized the lights don't work properly. The wiring harness on the trailer had been repaired the previous day, but wired incorrectly. There were no other trailers available at the location. The employee called a co-worker who was enroute to the location. He arrived 15 minutes later, and quickly identified the issue. He rewired the harness and the lights worked properly. I left the location more than 90 minutes after arriving; this is excessively long and not acceptable. As bad as this experience was, I still give this location a 3-star rating because the employees were communicative and friendly and obviously working as quickly as they could. I rented a similar trailer from a different location last week, and that pick-up was completed in less than 15 minutes. That rental got a 5-star rating.

Rating:

5.0

Bonzai helped me when I returned the van. He provided excellent service explaining the amount I was charged and was extremely helpful. Very knowledgeable! I will always come to this location.

Rating:

4.0

Not scam me for a 9 dollar charge when we re-filled the tank prior to dropping off the truck.

Rating:

2.0

This was my original pickup location, but the location had no appliance dollies despite being able to select them when I made the reservation. They attempted to transfer my reservation to the Mass Ave location, but the reservation was not completely made.

Rating:

5.0

Helped our move to be successful

Rating:

1.0

The fees are hidden and manipulative. When making a reservation, it is impossible to see the full and final cost. The full amount is not made available until actually picking up the vehicle. Specifically, it is not made clear that the rental rate and rental charge are separate charges until viewing the receipt. Between the rental charge and insurance, I paid $45 more than I expected based on the rental rate, mileage, and taxes.

Rating:

5.0

Manger was really nice, professional, and a strong sense of caring. Nice experience.

Rating:

1.0

Ordered a moving dolly online only to turn up and be told none was available. This message was delivered rudely and without any care - in fact the manager said he didn't care and nor would U-haul if I compained. This was all caught on camera and will be submitted to U-haul. Further, when refueling the truck, after 44 miles, the fule guage would not move after putting in first $15m, then another $10, then another $10 and then suddenly when just under $50 was put in the fuel guage jumped from 1/4 full to 3/4 full. The only explainations for this are a faulty guage or an intentional situation.

Rating:

1.0

I drove 10 miles and they charged me for two gallons of gas. Double what it should have used

Rating:

1.0

Every part of this experience was terrible. I've rented from other locations before and never had an issue, but this location I do not recommend. Despite doing my reservation ahead online, I still had to redo everything when I arrived. The van already dirt and snow in the back from previous use and one of the tires was low (tire light was on). Then, after I returned the van the same day (6 hours later) and 3.8 miles under my estimate, I was then charged an additional day and additional mileage the next day! Kept calling and getting redirected to a number that was not the store. It took me 5 days to get someone on the phone at the store to get a refund (no calls, voicemails or emails from back the entire week), and when I did get the refund it was still $10.76 short of what I was overcharged. Still waiting on the email they were supposed to send acknowledging the refund. Absolutely terrible service all around. Save yourself time, money and aggravation and go to a different location.

Rating:

5.0

nothing, it was a perfect experience.

Rating:

5.0

Nice very good the van

Rating:

1.0

Answer the phone when someone calls the location. I opted out if the insurance. They charged me for the insurance even after they made me go to my car to get a copy of my insurance. Then called me telling me that they were going to tow my car. I parked between 2 other customer cars.

Rating:

5.0

I had the pleasure of working with Juan at the Roxbury parkway location. He walked me Through renting a truck ,offering and explaining the pros the add ons. He was informative and genuine in the process; I did not feel he was pushing products on me, but instead of offering them for my convenience. 5 star service!

Rating:

5.0

Very nice staff. No need for improvement

Rating:

5.0

Very quick and easy

Rating:

3.0

The store opened 30 minutes later than my scheduled pick up time and the first vehicle assigned to me wouldn't start, so not a great beginning to my day. That said, the manager was kind and helpful, and the second vehicle was in great condition.

Rating:

1.0

I didn’t move out! Someone put in the system that I cleared out my U-box but I did not. I’ve been trying to figure out what is going on but have not received an answer.