Customer Reviews for U-Haul of VFW Parkway West Roxbury

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:

5.0

Thank you

Rating:

5.0

N!A

Rating:

5.0

It was good but the truck was full of sand

Rating:

5.0

Very helpful !!

Rating:

1.0

UHaul is full of 💩 They are deceptive when you book, hiding charges to triple what you end up paying. Worse they made my move a nightmare having promised me a dolly and other moving equipment that of course wasn’t there the day I went to pick it up. Made my move a nightmare.

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:

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.