My experience with U-Haul was terrible from beginning to end. Every step of the process was stressful, and no one seemed willing or able to take responsibility. My reservation was originally scheduled for 12:00 PM, but I didn’t end up getting my truck until around 2:00 PM because I was sent to a different location. I actually picked up my truck at 240 N Beacon St, Brighton, MA 02135, even though my paperwork still listed a different location. That alone caused unnecessary delays on moving day. To make matters worse, the first truck I was given had a warning light on the dashboard indicating an engine problem. On the day of my reservation, I had to drive that truck myself to another U-Haul location just to exchange it. The replacement truck only had about half a tank of gas instead of a full tank, and I was never given updated paperwork for the replacement vehicle. I was left with the original contract, and no one took responsibility for correcting it. I have photos and videos documenting everything. The problems continued when I returned the truck. I was initially told to return it to one location, but after spending nearly an hour on the phone with a representative, I was told to take it somewhere else instead. That forced me to put more gas in the truck and waste additional time and money because of U-Haul’s mistake. The biggest issue throughout this entire experience was the lack of customer service. There was never a manager or supervisor available, either at the locations or over the phone. Every employee simply said they couldn’t help or that someone else would have to handle it. I was constantly passed from one person to another without anyone taking ownership of the situation. Moving is already stressful enough. U-Haul made it significantly worse. This was by far the worst rental experience I’ve ever had, and I cannot recommend this company based on how my move was handled.
Nicole V
Value Store It
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Allston, MA 02134
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Customer Reviews
- 4.5 Average Customer Rating
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The uhaul app doesn’t work very well when taking photos and the back button kept exiting me from the pick up and drop off processes.
Tessa HI’ve rented from UHaul in the past, but in different cities. Usually the vehicle isn’t there or there is an issue with the reservation. This time everything was great. The vehicle was there, the staff were friendly and the vehicle was brand new. It was a great experience. I just kept waiting for something to go wrong but it didn’t. 5/5 stars.
Christopher LGreat and fast service location
BENJAMIN FIt's so expensive. I'm not sure if it's just the city, but $1.99 per mile + a $12 flat fee is a lot.
LILIAN C