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January 2024 by Ashish Adoor
We reached the location at 2.30pm and agent Daniel was very friendly and made us feel welcome.I took U-Haul truck from Canada one way which comes with one month free storage, which I booked in advance.Daniel took us to all available units and asked us to choose the best one. He then took us to front desk for check-in.When I booked, Canadian Drivers license was accepted as a ID for the booking. When Daniel was checking in, he had no option to select Canadian province which was a system limitation. He tried his best and finally had to reach out to Kazandra the GM of the facility for assistance.She tried as well. Finally after 10 minutes, she says problem is driving license from Canada. I then gave an option of my brother-in-law who was also added to rental contract, to be main person for the booking. They asked if he can liable for the booking. Not sure, what liability when my card is on file. Off course my brother-in-law agreed in front of them. They then said yes it is possible to add him. I can be authorized user added to the booking. By then it was already an hour past after we reached the facility.System had further glitches in saving the details. I was casually chatting with Daniel who was friendly mentioning that it is strange not to accept Drivers license from Canada when booking was made by me using the same ID. I said it is poor system design and a limitation. Kazandra instead of taking this as a feedback stepped in without any excuse or courtesy. She was already rude multiple occasions stating there is no other way to check in then waiting. I never complained. Patiently waited for 1.5 hrs for check in process to complete. When she interrupted my conversation with Daniel, I mentioned I am not talking to her and sharing my feedback with Daniel. For which she took rudeness to next level stating it does not matter if I am talking to her or not. She threatened that she won’t allow me to get added to the booking and she will not allow storage on her facility. Is U-Haul storage or company owned by her? What is the point of such GM who is rude and does not take constructive feedback?Daniel should be GM who handled situation asked me to calm down and he will help, which instead should so called GM approach.I paid around USD 1300 for the booking. How can someone threaten me not to allow me to the facility for them being rude?We drove such a long distance of 720 miles in snow storm and we get this treatment from GM.All efforts took by Daniel went into drain and resulted in bad review due to so called GM. I wish I could give 0 star.
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November 2023 by C Gray
Fantastic experience, first with the male employee who went out of his way to call me to make sure I didn't lose my reservation because I was over an hour late, then in person with the same very polite and personable male employee. (He told me his sister works there too so I am very glad their family is taking such good care of the U-Haul name and business.) Then when I returned the truck that evening a female employee assisted me who was equally polite, charming, and jovial (and an absolute knockout so, bonus points, but really it was her personality that sold the experience). I can without a doubt recommend this location to anyone looking for a truck, storage, and A+ effort all around. Thank you both for a positive experience!
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November 2023 by Ben Leavitt
Daniel was exceptionally GREAT! I was so pleased to be greeted by his smiling face and quick help. I have had several poor experiences with other UHaul locations in the past. It was a pleasant surprise to have this truck rental experience be easy, problem-free, prompt and friendly. Give Daniel a raise!Thank you!
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October 2023 by prolandca2011
I think the Manager at this location has an issue. I picked up at 4:50pm and she had a 3:30 pm return time. When I asked why her response was that I should take it or leave it. This is my second time renting from there and I remember she gave me that answer before . He tone was also very stern when talking to me. Not sure if she is racist but she did make me feel such. My last Uhaul rental .
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September 2023 by Brian L.
Everything was fine until the app asked me for a second source of identification. I was not warned about this and obviously did not bring anything like my passport with me. Fortunately, I was able to provide a second contact which seemed to suffice. Next, the app asked for the gas tank level during check-out. I didn't have the key to turn on the accessories to get that reading so I left the reading at the app's default level and proceeded. The next problem was that the truck was at the time sandwiched between two other trucks in the parking lot. I completed the app check-out process and went inside to get the key. It was a while before the customer agents returned to the counter. They (two of them) were outside. When they returned, I informed them that I had completed the app check-out and needed the key. The elder of the two told me he needed a code in a "green ring". I did not have a code from the app check-out process. I called the 833 number for customer service and eventually had someone on the line. After another long while to get the counter agent's attention, I put my phone on speakerphone and the person on the line informed the counter agent that there was no code. The counter agent then proceeded to pull up my reservation on his computer and reset my check-out causing me to have to go through that whole process again. The 2nd counter agent went outside with me with the key and by that time the truck in front of mine had been moved out of the way. I was given the key and was on my way after an hour of waiting and frustration with the counter agents. When I returned the truck, the app wanted a picture of the odometer and fuel gage. The odometer is on a digital display which unfortunately also shows error messages. During the entire journey, the digital display was telling me to service my tire monitoring system. This message was replacing the odometer. When you first turn the key, it does show the odometer briefly and then the error message replaces it. Unfortunately, in this brief time, the fuel gage does not get up to its final reading so it required two pictures to show the app my fuel reading and odometer. I am giving an Average rating because the truck did get the job done. There are problems with the app check-out and check-in processes. There are problems with not having an app-savvy customer agent present to resolve these issues for people who opt for using the app. At the end, there was no key drop box for me to simply get rid of the key and leave without having to go back inside to the counter. Because the counter agents are usually always busy and because the people they are servicing usually have problems that take long periods of time to resolve, the app check-out/-in features are ideal for people who want to avoid waiting in line just to get a key. Unfortunately, U-Haul does not yet have a system to accommodate the latter.
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September 2023 by Anoop V
Beware of fraud extra day charges.We recently rented a truck from this U-Haul location for a two-day period. We returned the truck overnight, well before the due date, and completed the return process on the U-Haul website. However, to our disappointment, the truck was not marked as returned until the following day, well after business hours.We promptly raised a complaint with U-Haul regarding this issue, but to our dismay, we received no response. Frustrated, we decided to call the manager, hoping for a resolution. Unfortunately, our experience with the manager was less than satisfactory. They were rude and unwilling to acknowledge that there was a problem with their system not promptly checking in the truck. Moreover, there was no offer of a refund or even a simple apology for the inconvenience caused.This experience has left me with the strong impression that such incidents might be a regular occurrence at this U-Haul location. If you plan to rent from this place, I strongly recommend meticulously checking your receipt for any potential extra day charges. It's disappointing when a company fails to take responsibility for their mistakes and treats customers in this manner.
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September 2023 by Cascade
The truck we rented had the check engine light on and the replacement truck they gave us also had the check engine light on!! Also there needs to be more than one person assisting customers because it took so long. AND the first truck we tried to rent had only a quarter tank of gas. They should be requiring customers to fully fill the tank or having their employees refuel for an added charge not renting them out nearly empty. I'm very angry and will try to avoid using U-Haul ever again. Additionally the employee had a difficult time looking stuff up because his computer was too slow and this was frustrating as we were waiting.
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September 2023 by Kelly McCoy
The manager was very rude to us during both pick up and drop off. During pick up initially refused to allow us to get truck early although our assigned truck was sitting in the lot. She refused to even have a conversation with us. There were no furniture pads in the truck. During drop off we waited over 20 minutes to be served. The man assisting us was pleasant but didn’t seem to know what he was doing. Left us outside telling us to wait and when we went back in the manager very dismissively told us to just leave and we’d get an emailed receipt. Overall staff seemed very bothered to do their jobs and made an inherently stressful experience that much more unpleasant
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August 2023 by Michael Brock
This was the worst customer service experience I have ever had. I arrived at 10am to pick up my trailer and obtain my storage unit. There were about a dozen people in line ahead of me (some were together, so perhaps 7 or 8 actual customers).This U-Haul location had only one very, very slow person working this busy morning. He walked slowly. He spoke slowly. He pressed buttons with care, precision, and a single finger. He was clearly overwhelmed.He took over an hour with one customer.No, really...you read that correctly. He took over an hour with one single customer.How? Well, someone who had been in line for God knows how long finally snapped and decided that because they already knew their truck number via online check-in, they would simply grab the keys from behind the desk while the employee was outside and then drive away in their assigned truck. Probably not a good idea, but no one stopped them...or blamed them.When the employee returned inside, he was flabbergasted. He told the next person, "He just took your truck!" He then proceeded to literally take over an hour trying to fix the situation. He called the help line a couple of times. He fumbled, he fumed, he...well...I don't really know exactly *what* he did, as I was far back in line. Rather than asking this person to step aside while he reduced the line a bit by serving the next few customers, he just stood there unable to multi-task.At some point during this ordeal, a young couple decided they didn't really need a U-Haul that badly today and left. "YESSS!!!", all of us behind them thought as they left the building in defeat and we shuffled one space forward.Stockholm Syndrome began to set in. We bonded. It was weird. We made plans to build a box fortress in a corner of the room. We would use the many boxes and moving blankets, and we would tape it all together. We could even use the rolls of clear plastic film to make windows in our new home. I figured a couple of moving straps and blankets could be rigged to make a nice hammock. We lived here now.A young and foolish new customer entered the building just as Mr. Employee was coming in, saying, "I have a truck reserved," and started moving toward the desk alongside him, ignoring our line/tribe.We ate him. He tasted of cheap beer and Digiorno's frozen pizza.12:53...I stepped cautiously to the desk, wondering what fresh new circle of Hell awaited me. I informed the employee that I had a trailer and a storage unit reserved. "Ohhhhh...a storage unit?!? That's going to take a while for the paperwork," he said as my heart sunk into my shoes. "Awwwwk!! Flurble carrrgh teeeb agwahnszle!!" I replied, no longer able to hold a coherent conversation.Somehow, by 1:10pm I got my trailer. It was awful. It was filthy and the interior smelled of mildew. But it was mine, and God himself could not have taken it from me without the second biggest fight he's ever seen.After Employee and I hooked up my trailer for 15 minutes, I returned to the desk and filled out the single simple page of paperwork for the storage unit, which took about 45 seconds to complete. I was given a map and told to go check out my unit and ensure everything was fine. That took no more than 5 minutes and I returned to complete the deal.When I returned, a new employee came bustling in. "Alright, I'm gonna get you people outta here!" she bragged, "I'm like three people!"Well, WHERE the f%*# have y'all three been all morning?!?!??Of course, I still had Mr. Employee of the Year, who had the monumental task of completing the contract and accompanying me to show me how to punch in a code for building access to my storage unit.14 minutes of number-punching training later and I was finally on my way.So yeah....at 1:53pm, nearly 4 hours after arriving, I was a free man. I miss my friends in line. I miss our fort. I am scarred by the experience and have a fresh new layer of PTSD. I swear, I'm gonna change my life and quit drinking and cussing just in case
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August 2023 by Jake Goodman
A quaint little U-Haul near the great sprawling highways of Framingham. Plenty of fine associates willing to service your hauling needs. Needless to say, the business proves once again that you must haul everything and service is kept to the bare bones
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May 2023 by Ming
The employee works at a extremely slow speed. I had a reservations but them made me wait in the line for over 1.5 hours. Ridiculous!
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April 2023 by Mark Harding
I have been very happy with this business and would definitely consider using them again. I filled out an online form to request a storage locker. They called me and asked more about our specific needs, then suggested a slightly larger unit than I had requested. Thank goodness they did, we filled the unit. I thought they were only up selling, but we really did need the larger unit.All of the staff we ever interacted with were very pleasant and always had a smile. They were all helpful. I felt like they appreciated our business. For us they bent over backwards to help us.Do not hesitate to use this business for your storage needs. If your experience is like ours you will be happy and content to know your things are safe.
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October 2022 by Angela M
Decently clean. Nice friendly staff. A little bit pricey for the storage sizes though. Hard to access building at night time. Better to go during the day.
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October 2022 by Wellington Santos
I’m customer of this unit for almost 2 years and they have been great. We have storage units and often renting vans and trucks super easy doing everything over app
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September 2022 by Vegeta Ssjb
The level of professionalism that the woman at the counter had , was unmatched. I believe this week to be the busiest time of the year for U-haul and this facility was packed. Although people seemed to be attacking this kind woman , she persisted and never cracked. As soon as we approached the counter, she was friendly, efficient and she got us in and out . We had small & enjoyable conversation during our interaction, which made the process so much easier before our big moving day . Huge ups to Ms.Kazandra Baez-Sughrue, you are truly outstanding at what you do. Thank you for all the help inside the facility and also for backing up our truck and showing us how to reverse the trailer, properly . Everything went smoothe and we are grateful. We will be returning to the Framingham facility next year , for certain!
