Customer Reviews for U-Haul of VFW Parkway West Roxbury

Rating:

1.0

I had ordered 2 furniture dolly’s and 2 hand trucks and none were available on the day I picked up my rental truck. Had I know in advance, I would have rented the equipment elsewhere or purchased it. It really made moving difficult without them.

Rating:

5.0

Great van. Only issue is wheel has been replaced but stair was not updated so low pressure alarm went off every 10 minutes.

Rating:

2.0

I did not drop off in West Roxbury. I dropped off in Lee per agreement so not sure why this survey is saying West Roxbury.

Rating:

5.0

The guys were able to help me Install the wiring even though I forgot to make an appointment - super super kind and helpful - give them raises please

Rating:

1.0

I can’t remember ever having a worse customer service experience. Our van was not ready when we arrived at our scheduled pick up time. I called the number I was told to call in the app and was told the van had not been prepared the night before and I would have to wait until the location opened (as no other locations nearby had a van prepared). This set us back from our planned move which was not uncomplicated due to needing to get both childcare and elder care coverage to make it happen. We were on a tight time table that was disrupted due to a careless error. When the location opened, the employee indicated he was the one who had not prepared the van the night before. He blamed the computer saying “it shouldn’t have let me close the store if there was something to set up.” He did not apologize for the error. We made the reservation a week in advance. He was dismissive and rude. Mistakes happen - by people and computers - and I would have understood if he had shown even a little accountability for the mistake. Instead, he said “I’m not worried about it.” The van was clean when we received it. Outside of this interaction, the experience was as expected. I am awaiting a follow up about the late start but honestly, this just isn’t worth it. That’s more of my time I have to spend on someone else’s mistake. To be apathetic and uncaring when you take my money and don’t deliver the service you promised on time is not something I’ll be looking to experience again anytime soon. Will take my business elsewhere.

Rating:

1.0

Wish we could do zero stars. The worst experience ever. First when we picked up the truck they gave us dirty truck. It had left over construction debris (see pics) that scratched our furniture no matter how hard we tried to cover it. This was unprofessional to start with. We booked for an appliance dolly and they didn’t give us that. We had to pay movers extra for that. At return - he had us fill up the tank, when we are paying extra per mile, fine, we didn’t read the fine print and agreed to go fill up. Then he started debating how the needle is still not where it supposed to be. It was ugly. This was at the time of return and the person we dealt with was we Joshua. When we asked his name, he got all upset and despite me and other women around he started swearing, yelling and using abusive language. I recorded some of it on camera. No wonder the reviews here are so bad. No one should ever come to this location unless you want to ruin your day. You pay the price, and all extras, the nose, get dirty truck and still get treated horribly. Forget about them trying to make up for messing up, this is their way to turn people away so they don’t ask them for credit.

Rating:

5.0

My experience was great and Josh was excellent

Rating:

5.0

Josh is taking great care of me. I'm renting trucks over several days this fall for my pumpkin delivery campaign. I'm a Realtor.

Rating:

5.0

Juan Was a professional & very helpful

Rating:

2.0

This is a high demand location and there is only one person working there, one customer told me it was the same situation the day before, the employee also identified this happens quite often that he ends up by himself. It took me an hour to pickup what I rented, I was late to my pickup appointment

Rating:

5.0

Amazing customer service and really helpful! Wish I knew his name: Hispanic guy who commutes up here from RI. Really nice

Rating:

5.0

U-Haul makes everything easy the staff was helpful and the process is seamless. Returns with the app are well thought out.

Rating:

4.0

Joshua was very helpful and pleasant at check in. Drop off was very easy.

Rating:

4.0

Truck was available when reserved and apart from low tire that was filled promptly, the staff was professional and courteous.

Rating:

5.0

The two workers I delt with were very good!

Rating:

5.0

The employees were friendly and helpful, even during one of the busiest times of the year in Boston. I had a great experience with them and would rent from that location again.

Rating:

5.0

I got a 4x8 trailer at the vfw location in Boston. Their service was incredible, they operated with courtesy and professionalism that left a lasting impression. Dropping that trailer in Bridgeport CT was just as easy. The employee made the drop off a breeze and operated the drop off with proficiency. Thank you 5 stars!

Rating:

3.0

Better check-in experience by improving IT systems.

Rating:

5.0

Team was great -- we had an issue with our reservation and the GM solved the problem. Everyone was very helpful. Great experience.

Rating:

1.0

The West Roxbury U-Haul at VFW Parkway is EXCELLENT. I didn't catch his name but the gentleman who helped me out was very kind and patient. The first u-haul place I went to in Roslindale was a complete and utter dumpster fire. The man was on the phone with friends half the time ignoring the growing line on move-out day and when I finally got to speak to him, he told me there were no vans and my rental from over 3 weeks prior didn't mean anything. The helpful u-haul customer service found that the West Roxbury location had plenty of vans, but not after I wasted an incredible amount of time on an already stressful day, with move-out deadlines looming. I was forced to go even further out of the way, adding around 34 miles round trip that I would not have had to pay for if the Roslindale U-haul could just operate with any professionalism. Nearly $70 extra for no reason. All that is to say the West Roxbury location was great and the Roslindale location ruined my day. Thanks. Would love to talk about the charges if a human ever reads this review.

Rating:

5.0

I was sent to the VFW parkway location after the Hyde Park location canceled my reservation with no warning or confirmation. The employees at the VFW parkway location were excellent and managed to get me a truck even though it was a busy moving day. They completely saved the day, I’d definitely recommend the 1550 VFW location and probably to steer clear of the Hyde Park shop.

Rating:

5.0

very friendly staff, I reserved the truck 2 weeks in advance, It was ready for me when I picked it up, it was clean, ran well, and we had no mechanical issues. All good. will definitely keep the site in my "speed dial" for any future needs.

Rating:

5.0

Nothing! Front desk staff nice too!

Rating:

1.0

There was a scam on the mileage calculation. The customer was charged 3 times more of the actual mileage

Rating:

1.0

We got over charged because of gas and miles even after choosing a different drop off location. They messed up our order and didn't refund our money. I contact customer service and they never got back to me.

Rating:

5.0

Staff friendly and informative. Van in great condition. I felt comfortable driving that big van!!!

Rating:

5.0

Juan was very accommodating and helpful after my reservation was cancelled at another location. I was pressed for time and very frustrated but he was calm, cool and collected and was able to get me on my way to assist with my event.

Rating:

5.0

Friendly, upbeat & promt personal service. Your hours on your door mean you are there! This is a Bonus. Thank you Debbie 😊

Rating:

5.0

Nothing to improve. Your manager on site who helped me was great.

Rating:

1.0

Remove Joshua/—-he was rude—-and did not have any of the extras that I ordered 10 days ago—-when asked why I couldn’t be notified of the missing supplies 2 dolly’s 20 blankets—and other supplies-/he rudely told me-“U-Haul don’t do that”—I have been a haul haul customer on VFW PARKWAY FOR YHE LADY 25 years//multiple times a year —-he made me take a truck with engine light on constant—-I had no choice-/I came from out of town and had hired moving men/-3 story house-/—-instead of renting from U-Haul I had to buy from Home Depot at the last minute —because the truck kept stslling(engine light)—I took the truck at 739 and had to bring it back at 940—I hope you will fire him and consider some sort of discount for me S [redacted] 08/20/26 rental

Rating:

5.0

Best costumer service ever 👌

Rating:

5.0

West Roxbury Uhaul staff is great & very helpful

Rating:

5.0

Besides the headlight being out on the truck it was very clean and worked great .. the workers were super cool guys also .. they were very respectful and helpful thank you guys

Rating:

2.0

The truck that I reserved wasn’t available even when I scheduled it way in advance and it made my move much harder.

Rating:

1.0

Our experience with Uhaul was the absolute worse. First, the brand new lock that was purchased decided to not open cause a delay of at least 45 minutes. We paid for movers and they were waiting on us to unlock the truck to load. We called the location where we got the lock and truck and the guy was extremely nonchalant and oh well and to get a locksmith. After loading we drove to the location where the auto transport was located. We get there and they tell us that we can't use it because the brake lights don't work. We called this location 3 times throughout the day to confirm that it was there and the time we would be there. We ended up having to go back to the location where we got the truck and lock. We get there and put the car on only to have to remove it because there was a flat tire on the back. So we had to take the car off and the Uhaul person was able to go next door to firestone to put air in it. We were finally able to get on the road to leave Boston and move to Virginia. Through out our 13 hour drive we had to stop multiple times to get air in the tire. Yesterday we go to return the truck and get the car off the transport only to be told that they don't remove the straps and chains. Because we were extremely upset at this, the Uhaul person at the Hampton location decided to assist us in removing the straps. He gets ready to do that only to find out that straps was not on the tires as it should be but on our front end suspension. The chain was hooked to the inside of the tire rim. It took the guys almost an hour to get the strap off of both tires. Our car shifted so much on the trailer that if we had to go to the VA beach location that they originally wanted us to go to we would not have made it. We were extremely lucky that the car stayed in place especially as we went through New York. We spoke to the manager of the Boston location and he came off extremely unconcerned about our issue. He even had the audacity to say that it wasn't him that did it and not to be yelling at him. His customer service skills are not the greatest. All in all if our 2022 Malibu w/less than 14k miles on has any damage to the front end Uhaul should be responsible. I expect some sort of compensation for how we were treated and any damages to my car.

Rating:

5.0

This location had many customers being serviced at the same time and then had a large delivery come in that had to be unloaded and received. They worked through all the busy challenges and kept things running smoothly.

Rating:

5.0

the uhaul associate was extremely helpful and good to work with, he helped me find and get the van

Rating:

3.0

Rental equipment was not ready. We did not get a dolly and furniture pads. We were given a furniture dolly instead. This was despite having a call the day before ensuring us that the equipment we ordered would be at the location.

Rating:

4.0

I don’t think there should be a $15 cleaning charge when a customer leaves the rental in EXACTLY the same condition as they received it.

Rating:

2.0

When I got there, the equipment was not available. Then for some reason my App showed that I had picked up a van (my reservation was for a 10'). It required some calls and talk to the attendant + 1 hour before I could pick the car.

Rating:

5.0

Great service. Thank you!

Rating:

1.0

They are fraudulent

Rating:

5.0

I was renting a truck to move my college student from one school to another, which involved me flying from ATL to BOS, renting in BOS, loading up kid's stuff and driving to Chicago. I had reserved a truck at a location in BOS and was called the day before and notified that no truck would be available and it was going to be a $30 Lyft ride rather than a short walk to be able to pick up the truck. That was really annoying to sort out while I was in the middle of getting myself to the airport to fly out of ATL. The guy who called could not have cared less that it was a difficult problem for me to solve on the fly when I thought I had done what was needed by reserving the truck. Tyler at the West Roxbury location was very helpful and got me up and running.

Rating:

3.0

There be a clear description of items included in the rental up on a board so the customer can have an idea of the price before hand. Perhaps, the staff shouldn't feel like they have bothered when asked question and be sarcastic by given you know what answer.

Rating:

1.0

The staff DID NOT inspect when I dropped it off during regular business hours. He said he will email receipt. I received receipt with extra charge for Gas that was incorrect as I refueled before dropping truck off.

Rating:

1.0

Unfortunately, an office with such unprofessional staff does not reflect well on a company of this size and reputation. I had to wait for quite a long time just to find someone who would assist me. There was an employee outside the office who was busy working on his own personal vehicle. There was also someone in the repair area next door who was working on his own personal car. Even though I called for assistance, neither of them came to help me for a very long time. I was told that the vehicle I needed was not available. However, when I checked your website, I could see that the vehicle was available, so I had to rent it myself through the website. I strongly recommend that you reconsider having employees who provide this level of service, as it does not reflect the standards expected from a brand like yours. The best thing you can do for your customers is to ensure that they receive professional and attentive service.

Rating:

3.0

The staff at this location were friendly and helpful. Confirmed my reservation, completed the paperwork and I was on my way. The truck is another story. It was old with over 132000 miles on it. Often stayed in first gear, would not shift automatically. I used the truck for less than 20 miles and I had to put in 5 gallons of gas to get back to where the gauge started. Not even 4 MPG! I was concerned that I didn't add enough and added 2 more gallons to be safe.

Rating:

5.0

Great services!

Rating:

1.0

The pricing model for UHaul has devolved into some PE scam. I rented a cargo van for 4 hours and 30 miles. That should be $20 with about $60 in mileage. I declined the insurance coverage and was billed for it anyways. I was somehow charged $177 for the van, not including the gas I needed to put in, for opaque junk fees that don't appear until the rental is done. Apparently UHaul thinks that this is a great way to extract every last dollar from its customers. Great. I hope that works out for you. I plan on now assessing any possible alternative in the future before ever considering renting another UHaul. I truly hope the entire company eventually goes under. Thank you for prioritizing your customers.

Rating:

5.0

Fast and easy rental process. Staff was helpful and friendly and quick.

Rating:

4.0

I only needed the vehicle for 10 hours but got charged for 24 . I refueled but got charged $10 for 2 gallons of gas.

Rating:

2.0

Joshua was very nice but he should’ve taken us to the truck walked around it tell me about the text to take pics and he would’ve noticed there was a lock on the back! Instead he pointed and said the truck is over there look for the number. We drove 25 minutes to apartment and saw lock. Called local phone number but was in AI HELL! Never could actually reach Joshua just different people who told us different things but mainly the store will call back he’s calling his manager to get the code sit tight call roadside assistance etc. we drive back and yes I was absolutely fuming mad! Joshua mentioned he told all the people calling him to tell us to come back and he will cut it off as it’s not a U-Haul issued lock and in fact U-Haul never has locks!! He broke his saw blade and had a very hard time breaking it open but did and there was a backpack and a bag of clothes inside we gave him and left AGAIN! We lost 2 hours because of this!! Totally not happy! Have your employees pull the truck out walk around check everything and send us off. Also since you know where the truck is going if it’s really far fill up the gas tank! Also if you have a local phone number on the contract make sure we actually REACH the store not your AI NONSENSE!!

Rating:

3.0

Hidden fees between what’s charged at local pickup and mobile app. You should be able to opt out of insurance or at least get it back if not used.

Rating:

4.0

The back of the van could have used a cleaning as it was sandy /dirty

Rating:

5.0

Gas mileage for the truck was not great, otherwise everything good.

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.