U-Haul of Rt 9 Brookline

If this is customer service, than explain to me where. All I had to to is to buy a couple of boxes, that Uhaul names «Grand Wardrobe Box».
I got there last night and the person inside showed me the boxes and made me feel pretty stupid after I asked him a question about sizes. Well, finally I decided on the size and he somehow managed to sell me the smaller size. Since the boxes in the flat a pretty much the same, I only realized it when I got home.
This morning on the way to work, I’ve stopped there again and another guy while moving trucks around the lot told me he’ll help me. After about 15 minutes wait (I am on the way to work, you understand) he finally came inside and proceeded with the exchange of the boxes. It took another 10 minutes with computer struggles till he finally charged me the $ 5 difference.
On both occasions I inquired about the use of the bathroom. I don’t know, maybe I am old fashioned or just plain demanding, but somehow I am of a believe that if you run a business where customers walk in and out, you should provide a bathroom even if it’s with minimum excess. So on both occasions I was denied the use of a bathroom and given a song and a dance about how it’s for employees only. I actually have a medical condition that requires the use of a bathroom pretty frequently and immediately. I told both of them about it, but I could have died in front of them, the answer was still «no».
So «customer service my foot» they have no idea what a customer service is and don’t even think about getting it or getting any kind of human interaction.
Thank God there are other Uhaul locations, so next time you can be sure, I’ll go there. Uhaul in Brookline Ma is not on my list anymore.

Wow, even during the busy college rush, Carlo took time to fix the wiring on my vehicle. Such a nice and helpful guy! Thank you!

So 20 seconds after I drove off the lot I got a call from my storage company saying that I couldn’t pick up all the furniture for which I had rented this Uhaul van. I circled the block with the feeble dream of getting a refund. And Lo! They gave me a FULL refund.
I was frankly shocked that they gave me a refund. In this day and age I’m surprised when I get good customer service, never mind excellent service.

Wow

I had a great experience with UHAUL of Brookline this morning. Both Peter and Carlo were incredibly friendly and calmed two nervous movers (my boyfriend and I) as we rented a truck to move from Central Square to Philadelphia in one day. The whole process took less than 30 minutes and Carlo detailed everything clearly and patiently. It likely helped that we were only the second customer of the day. Moving is stressful and anyone who makes it easier through great service deserves some Unilocal stars!

The kid at the counter was a total dick. I was told there was no customer parking even though they obviously had plenty of spaces available. I told them it would literally be for a couple of hours but was told to find street parking. I asked who they were saving the spots for and the same kid said «well, that’s my car.» Nice. So, I parked several blocks away on a side street and walked back. The vehicle itself was fine. I was surprised to find out there were no included miles in the rental and it was .79/​mile AND I was responsible for filling the gas upon return. Usually you get some free miles if you have to pay for gas too. Nope. They’re greedy and require both. When I returned the vehicle, literally 2 hours later, I was told by the same kid who checked me in that the system was down so he couldn’t give me a receipt or invoice. I asked him to check the mileage at that point and note it so we could agree on that and I wouldn’t be hit with any surprises later. He simply refused and said they’d email me a copy of the final invoice later. So basically I had to trust them to record the actual mileage. They also hit my card for $ 80 immediately even though the final cost would be much less than that. I guess they end up crediting the difference. We’ll see if that happens. I just feel like for the BS you have to go through to rent a vehicle they could be a little more accommodating with letting me park in their lot at the least instead of giving me attitude. After all was said and done the same kid couldn’t even say «thank you» to me. Customer service leaves a lot to be desired. Believe me if I didn’t need to use them, I wouldn’t have. I’m just hoping the refund in difference hits my card as quickly as the initial $ 80 did. Thankfully I won’t be needing their services again. Basic manners, a good attitude and polite customer service go a long way. Not here though.

It seems ridiculous how U-​Haul addresses its email to me as «Dear Valued Customer». I have rented in this location about 6 times before, without any problems. I recently rented a van at U-​Haul Brookline. The gasoline meter of the van had marked divisions for every fourth of a tank only (E, ¼, ½, ¾ and full). I received the van with the gas gauge between ¼ and ½ of a tank, and the printed document at check-​out stated that the gasoline level was at ⁷⁄₁₆ of a tank («imaginary markings» because the car only has markings for every fourth of the tank). I returned it with the exact same gasoline level, which is between ¼ and ½ of the tank but closer to the ½ marking than to the ¼ marking, and kept a picture as I always do when renting. Surprisingly, I found that U-​haul charged me 20 dollars because according to them, it was on ¼ of a tank. I talked to the manager today (two days after the rental), and he realized that it was not delivered on ¼ of a tank but rather on ³⁄₈ of a tank, and says that this mistake happened because the fuel gauge in that car reads in the opposite direction when compared with the printed copy they give you, and that instead of $ 20, they would charge me $ 10, which is what he considers takes the gauge to be from ³⁄₈ (or ⁶⁄₁₆) to 7/​16, or ¹⁄₁₆ of the tank. Despite the evident subjectivity, he insists in that it is pretty clear (in his imagination, maybe) that the car was delivered by me on ³⁄₈ (or ⁶⁄₁₆) and not on ⁷⁄₁₆ of a tank (the car fuel gauge does not have the eights and much less the sixteenths marked!!!).
The point is not that they charge me 10 dollars or not. The point is that they are taking advantage of the costumer without any logic explanation. I feel tired of even thinking about explaining to them why you cannot tell the difference between ⁶⁄₁₆ and ⁷⁄₁₆ without having eights or sixteenths markings, and especially why you cannot over charge customers under such foolish reasoning.
Sincerely,
You «Dear Valued» NEVER AGAIN Customer

Questions they can answer on the phone:
Anything that’s already on your reservation receipt
Questions they CANNOT answer on the phone:
–If I don’t receive my preferred location I reserved, how far away might they send me?
–If I have to pick up a truck further away than my preferred location, will they add on extra mileage to the cap limit in my reservation?
–When will I know what location I’m guaranteed to get a truck at on my reservation date?
I assumed wrongly they would know company policies. I haven’t even picked my truck up yet and I am disappointed in service. Prove me wrong and I’ll happily edit this review.

This is for their trailer hitch installation. I scheduled an appointment for Sunday, it gets moved to Monday, then I show up on Monday and they say they can’t do it then and to come back Tuesday. To their credit, they waive installation charges for the hassle.
I show up Tuesday, drop off the car, come back in the afternoon and it’s all done but there are none of the accessories (ball, pin, etc). The guy says this will be reflected in the receipt. I get the receipt and these are still on there. I call several times and never get a call-​back. I finally call Uhaul’s customer service line and they promise to straighten it out, but as of now the charges are still on my credit card.
Fast forward to a few days ago (less than two weeks after the installation) when my turn signals go out. It turns out they installed the trailer wiring incorrectly. I make an appointment and after two and a half hours, it’s fixed although they don’t have the correct sized fuses, so I have to go run to the auto parts store and buy those. They promise to make it up to me by giving me the extended warranty for free, but they have not yet followed up on this.
Add to this that they’re impossible to get on the phone; all calls go to an automated answering service that has no idea what’s going on. You’ll call them repeatedly and finally will have to give up and drive down there to get anything taken care of.
It’s a cheap place to get a trailer hitch installed, but it’s really not worth the hassle. Go somewhere else.

Bad experience here – got jerked around a lot and then when I returned the van, my wallet got taken during inspection. A U Haul person called me from this location two weeks later to let me know that they had my wallet! She said she would mail it back to me at my new address, signature required. Still haven’t received it! I just called to ask them what’s going on and was told that there’s no one there by that name. I do not recommend this location. U Haul customer service in general is a nightmare. The people are very, very nice, but getting to someone or getting a problem resolved is a long and fruitless effort.

I was just here picking up some packing supplies and the staff could not have been more helpful. I’m 5 months pregnant, and even though the boxes aren’t heavy, they were big and unwieldy. The staff really went above and beyond getting me on my way. They wouldn’t accept a tip, so I told them I would write this revue.

My sister reserved a truck here but somehow they lost the reservation and ended up getting a smaller one. But w/​e. It still got the job done.
I was pretty impressed with how fast service was when we got there. We literally stood there for a couple minutes while the worker ringing us up was working that machine like he had been born with it.
i would consider this place if i was moving around the area

very pleased, VERY PLEASED! If you read the horror stories below you will miss out on a great service. «WAAAAH, the engine made funny noises!!» come on, here is the bottem line. I got there, the place was BUSY, I waited, they got to me, they got me my truck… I used the truck, i brought it back and the drop off was seamless.” Would use again, no question.

I usually like U-​Haul but this location is not very good. It’s in a great location, we can walk there but the service is terrible. The people that work there just do not care about you or your business. Anthony needs to learn how to type. I almost lost it. I thought it was a skit on SNL for a second because he was taking so long to put our info into the system. Somebody needs to get him mavis beacon for Christmas so he can start from scratch and at least get the fingers on home row. Come on man. We were able to make the reservation for our move and pick up boxes but we ended up having to pick up the truck from a bigger location down on Mass Ave on moving day because this location just doesn’t have a lot of trucks in their lot. We got a one-​way ten footer from Boston to Orlando for 6 days and almost 1600 miles for just over $ 1300 not including gas. We did an epic road trip. The first day we just slept in before we went to pick up the U-​Haul and then we spent the afternoon loading it out front. The first night we made it to the southern border of Connecticut. Slept in again then made it to a relatives house in DC. The next morning we got up early and drove a big leg down to Charleston where we stayed for two nights and then finally made it back to Orlando after that. The U-​Haul did it’s job and I cannot complain at all about the truck but this particular location’s staff members make it stick out in a bad way. Stay clear! After all the expenses of the trip with hotels, food, and gas we realized it would have been about the same to just pay for movers and fly down but we would have missed out on a quality road trip and all the bonding moments that came with it.

Went there today for a trailer hitch. The guy working there (I think his name was Dashawn?) was a saint. He was working SO hard helping the million people that were coming and going. He was knowledgeable, friendly, patient and professional. Great staff working there and that really makes all the difference.

I reserved a truck and dolly to be picked up on a Saturday for an in-​town move (that’s 4 hours you get with the truck — so 4 hours to pack the truck, drive, and unload at the new location). But when I went to pick up, there were no dollies available. I needed a dolly — no negotiating — in order to move. So I was told I could pick it up at the nearby Brighton location, which I did (biting the bullet on the extra mileage it took me to get there), but this took an hour with traffic so my 4 hours to move were down to 3.
The men at the Brighton location were very helpful and set me up with a one-​way rental for the dolly so that I could drop it off in Brookline when I dropped the truck off. When I opened the back of the truck to put the dolly in, there were furniture pads thrown across the back of the truck. I did not reserve, order, need or use furniture pads. Not to mention the disheveled manner in which I recieved them. I folded them and put them away in the bag in the truck (thinking I was doing U-​Haul a favor — when in fact I was later CHARGED for these pads).
Despite the added costs, and time constraint I managed to get ALL of the equipment back to the Brookline location on time. 2 days later I recieve a text saying I am late with equipment. I called the Brookline branch (as directed in the text). I waited for 10 minutes for anyone to answer just to be transferred to Customer Service where I was put on hold for an additional 15 minutes and then HUNG UP ON.
After wasting my lunch break on this ridiculousness, I emailed Customer Service and put in a horrible review on my reservation, also requesting someone contact me. Nobody did. I logged onto customer service livechat in hopes of getting someone — I did — they told me to call Customer Service. Customer Service told me to call Brookline. Brookline said that I need to call Brighton because that is where the texts are coming from (but the call back number that is IN THE TEXT is the Brookline number).
5 hours later — no issues are resolved. I’m giving up on contacting them. If they think I have overdue equipment they can contact ME. This is absurd.
I would advise everyone to go with Budget or Ryder for their move. That’s what I’ll be doing come September when my lease is up. I will never go back to this circus.

It was a dark and stormy night, and two girls were driving the truck across the state. The truck barely made it to its destination. The check engine light was on, and on every downhill climb, the truck would lose power and downshift scarily, and with a lurch. We called the service number, and they told us not to worry, that it probably just needed a tune-​up and something else. Um, yeah, we will actually worry, because we’re just two girls driving cross-​state on a dark and stormy night.
We made it.. .. barely.
U-​haul sucks. Stick with Penske.

I rented one of the 12-​foot vans to move all of my stuff into my apartment. I made the reservation online, drove to the lot to pick it up, quickly filled out some forms (turned down insurance protection, renting of additional equipment and supplies, etc.) and was on my way. The van was in good condition, and relatively clean. It got the job down. They only ask that you return it on time and with the tank full and in the same condition as when you took it out, and you should be fine. Haul away!

You might have heard bad things about Uhaul before, and theyre probably not exaggerated. I made a reservation at the Brookline office online, and within 10 minutes I got a call and a text message confirming my reservation. Seemed like it would be easy. But then I show up a couple days later on the date of my reservation and NO ONE IS THERE! The doors are locked and theres not much I could do. I called corporate and after speaking to some of the most incompetent people I’ve ever dealt with I was sent to go pick up a truck at a different office. The people at the other office had a truck for me but were equally incompetent. It was pretty mind boggling how stupid and lazy Uhaul employees are. Anyway, be warned, and I’d highly recommend spending a couple more bucks at a different place for a clean truck and a lot less aggravation.