Customer Reviews for Route 20 Self Storage
(U-Haul Neighborhood Dealer)

752 reviews

270 W Main St Rear   Marlborough, MA 01752
(On Rt 20 @ I-495)

(508) 481-1018

Office Hours

  • Mon-Fri: 9 am–1 pm
  • Sat-Sun: Closed

Services at this Location:

Contact Us

(508) 481-1018

270 W Main St Rear
Marlborough, MA 01752
(On Rt 20 @ I-495)

Services at this Location:

Office Hours

  • Mon-Fri: 9 am–1 pm
  • Sat-Sun: Closed
  • 24 hour customer return

Testimonials From Recent Customers

Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.

Overall Rating:

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Rating:
5.0

Customer did not leave a comment.

Clementine B. 
Rating:
5.0

Customer did not leave a comment.

Angel L. 
Rating:
3.0

App experience was not great. It was slow and stressful. I thought I had prefilled everything needed but on pick up day more info was needed and it didn't function properly. I had to call customer service to resolve. This was stressful since our pick of the item we needed the U-Haul for was time sensitive.

Kellsie H. 
Rating:
4.0

Customer did not leave a comment.

Keith B. 
Rating:
5.0

Excellent van I rented

Lisa H. 
Rating:
1.0

The app wouldn't locate me even though I was sitting next to the moving truck. The office wasn't open at 4 pm to help me and I had to chat with support then call the 800 number to process the pick up. What should have taken 5 minutes took over 1/2 hr and inconvenienced my ride.

Maryellen R. 
Rating:
5.0

The location was great as always. The only issue I had was with the app. Scanning the back of my license was very clunky and didn't follow the instructions or example. It was only by dumb luck that I got it to go. Then I had to edit my address that the app auto-populated to add my apartment number before it would let me proceed. I called the customer support line for help because it seemed like the app was just stuck. When it came time to return the truck I had to call the customer support line again because the app refused to proceed through the "Return my truck" section. The rep had me go through the website and do it manually. Thankfully that worked. I did notice the cell data reception at the location was poor, so perhaps that may have contributed to the issue. Maybe a cell booster should be provided any Uhaul location that rents 24/7 so the customers can use the app without issue.

Nicholas M. 
Rating:
4.0

Customer did not leave a comment.

Charles L. 
Rating:
5.0

Great and efficient service

Matthew R. 
Rating:
5.0

Good experience

Jibu J. 
Rating:
5.0

Customer did not leave a comment.

STEVEN B. 
Rating:
2.0

Customer did not leave a comment.

Jose M. 
Rating:
5.0

Customer did not leave a comment.

Anderson T. 
Rating:
2.0

The online check-in didn't work and we had to go in the office. If the office were closed, we never could get the Van. You can't offer this option.

Jocirlei D. 
Rating:
1.0

No representative at this location either even though it was during business hours.

Maron W. 
Rating:
2.0

Your automated App pick-up and Drop-off system is terrible!!! I wasted too much time waiting for the app to work!!!

Rosina H. 
Rating:
5.0

Truck was available same day. Self pick up & drop off on the app was easy. Convenient location near the highway. No issues. Thank you!

Roger C. 
Rating:
5.0

Customer did not leave a comment.

Halifer Thiago M. 
Rating:
1.0

There is never anyone there. The door is always locked and we have had to use the drop box every time. You need better more reliable workers there

Josh B. 
Rating:
5.0

Customer did not leave a comment.

Matthew D. 
Rating:
4.0

Customer did not leave a comment.

paul M. 
Rating:
1.0

First U-Haul changed the location second thing was the office was not open and no one told me we had to do everything from an app. Then we dropped off the U-Haul the same day and got hit with $45.00' worth of charges that same day drop off fee. I will never use U-haul again

Dana B. 
Rating:
3.0

Only went open, using the after hours check in was frustrating

Heather B. 
Rating:
5.0

Customer did not leave a comment.

Angele M. 
Rating:
5.0

Dean was fantastic, would highly recommend U-Haul to anyone

Tony D. 
Rating:
3.0

Customer did not leave a comment.

Amy M. 
Rating:
5.0

Customer did not leave a comment.

Michael G. 
Rating:
5.0

Customer did not leave a comment.

Kevin F. 
Rating:
4.0

Customer did not leave a comment.

Dan D. 
Rating:
5.0

Customer did not leave a comment.

Brian C. 
Rating:
2.0

The entrance to the facility (and its keydrop) is behind the building, down the paved hill next to the building and in the inside right corner of an extremely dimly lit parking lot. Signage directing after-hours returns (which mine was) to the keydrop could be much improved. There was also no direction as to where to park the drop-off. As this was an after-hours drop, I cannot comment on the staff or the internal condition of the facility.

Christopher W. 
Rating:
1.0

This was the worst experience ever. Your website was down during the 24/7 truck pickup and the instructions were not helpful. Will not be renting from U-Haul anytime soon again

Robert K. 
Rating:
4.0

It should be clearer that your pick up place may not be where you hope it will be. We thought we would pick up in Leominster, a place we knew about. We had to go to Marlboro to a location further away and unknown.

Don S. 
Rating:
3.0

I booked a truck with 1 month notice at the closest location and was notified less then 24 hours before pickup that it was not available. You had me drive 1 hour out of my way to book the truck when I needed it specifically for 8am couldn't get it until 9:40 at the wrong location... completely unacceptable and will prevent any future rentals from U-Haul ever

Doug E. 
Rating:
5.0

Everything was great. Fast friendly service.

Lawrence K. 
Rating:
5.0

The truck was brand new. Great AC. The manager at this location is awesome and deserves a raise. Uhaul has always come through for me, been reliable and dependable. Thank you for moving America!

Charlana S. 
Rating:
5.0

Kind and helpful. Easy in and out. Great experience! Thank you!!

Ron B. 
Rating:
4.0

Clerk was very cordial. Everything was ready to go on arrival

David D. 
Rating:
5.0

Dean at this location is absolutely amazing! The online U-Haul experience is never easy, but Dean made all the difference! He was beyond helpful and walked me through every step of the process! U-Haul is very fortunate to have Dean as well as the customers. He's wonderful! Can't say it enough!

MITCHELL H. 
Rating:
5.0

Customer did not leave a comment.

Matheus S. 
Rating:
5.0

Customer did not leave a comment.

Nancy H. 
Rating:
4.0

Customer did not leave a comment.

Amy G. 
Rating:
1.0

The location I initially reserved the truck was 25 pleasant street connector in Framingham, I had to wait for a very long time because the attendant was chitchatting with the customer in front of me, I almost lost my reservation due to this wait, they didn't have the truck I reserved, and they asked me if I could return the truck 2 hours before what I was supposed to and I said NO, so they sent me to another location that is 6 miles away (which added cost in miles and gas for me) from the original one, I had so much trouble doing all the steps to get the truck, took me over an hour to finish, I rented a furniture dolly that wasn't in the truck but I was charged for it anyway, I had to call u-haul multiple times during those steps, only one person who talked to me on the phone was actually helpful and extended my time because I wasn't sure if I'd be able to return te truck on schedule... overall super stressful process, I absolutely hated it!

Jose F. 
Rating:
5.0

Customer did not leave a comment.

Dave L. 
Rating:
3.0

Customer did not leave a comment.

TARA J. 
Rating:
5.0

Customer did not leave a comment.

Hayley M. 
Rating:
3.0

Customer did not leave a comment.

Christopher H. 
Rating:
5.0

Rented a cargo van to pick up some cabinets. Van was brand new and spotless. Easy to drive and was easy to load the 8 cabinets I purchased.

James B. 
Rating:
4.0

When taking pictures, if using an i-phone, be sure to use safari to open and log in. Google will inhibit the operation of the camera. Ince I switched to Safari, it was easy.

walter M. 
Rating:
5.0

Customer did not leave a comment.

David F. 
Rating:
3.0

When you reserve at a location you do not want to travel 30 miles to pick up. This is second time I did not pick up from reserved location. This time it pissed me off because the girl who calked said I would pick up at 9 am… I had told her I had doctor appointment that morning and guess what I get a I am late picking up and my reservation was canceled. WTF is wrong with you people? Just to add insult to injury I grt a rock hit to my windshield on way home… hadI picked in Franklin Ma vs Marlboro that would not have happened.

Donna T. 
Rating:
4.0

Customer did not leave a comment.

Richard P. 
Rating:
5.0

Thank you so much Have good day

Cirlene D. 
Rating:
5.0

Customer did not leave a comment.

Jessica P. 
Rating:
2.0

Tell them the actual assigned drop off location. Explain the drop off process accurately. Give more than zero information

Raymond R. 
Rating:
5.0

Customer did not leave a comment.

Mark T. 
Rating:
5.0

Staff at this location was extremely helpful.

Michael D. 
Rating:
5.0

Customer did not leave a comment.

Richard P. 
Rating:
5.0

Customer did not leave a comment.

John F. 
Rating:
5.0

Customer did not leave a comment.

Samuel J. 
Rating:
4.0

Customer did not leave a comment.

Michael D. 
Rating:
5.0

Customer did not leave a comment.

Amy W. 
Rating:
3.0

Customer did not leave a comment.

Duane H. 
Rating:
5.0

Customer did not leave a comment.

Alvandir D. 
Rating:
5.0

Everything was fine, process was self-explanatory, directions were clear. I don't think there is anything to improve.

Trevor O. 
Rating:
5.0

Customer did not leave a comment.

Charles B. 
Rating:
4.0

Customer did not leave a comment.

Glenn H. 
Rating:
5.0

Drop off was right around the corner from me so it was quite easy to get to. The location is prominent and easy to find even if you don't live nearby. Truck return was quick and easy.

DANIEL B. 
Rating:
5.0

Extend the hours of service on this location from 9 - 1 to 9 - 5 at least.

Marco R. 
Rating:
1.0

Wasn't the location overall took too long for customer service to respond when I couldn't get in the vehicle causing me to lose a day worth of service and moving time waiting 20 to 30 minutes at a time for customer service also not knowing what I needed prior to getting to the location the long way on the phone once I got customer service on the phone they were very helpful and immediately figure out what the Every time sometimes phone call was routed to the wrong customer service after waiting 20 minutes waiting another 20 minutes or 30 minutes when you're trying to move could be very stressful wanting to do everything right to the company everything went wrong with me the customer

Eusida B. 
Rating:
4.0

It was all good went very smoothly easy to return

Thomas O. 
Rating:
1.0

We rented our truck for 26 ft with pick up at 730.. arranged movers times around uhaul. We got a call they didn't have 26 gave us a 20 and said we couldn't pick up until 9! Absolutely threw off the whole day! Had to pay more for movers because we had to make two trips! Will never use uhaul again

Kevin M. 
Rating:
5.0

Very helpful and flexible customer service

Alejandro M. 
Rating:
5.0

Customer did not leave a comment.

Timothy S. 
Rating:
3.0

I asked for a receipt when dropped off with full tank of gas. Only get one online. Got one online and it is blank! Every person who I spoke with on phone was helpful but if online , long wait times for real person seas a pain.

Linda K. 
Rating:
4.0

Customer did not leave a comment.

Robert M. 
Rating:
1.0

Clean the vehicle. There was layers of debris in the dash and in the cup holders. Also, please get better at following up with guest concerns. I still am waiting on a phone call regarding the overcharge for mileage used on your truck. It's been 5 days already and I haven't been contacted regarding my concern. Eleni Tsiros 989-522-4335

Eleni T. 
Rating:
3.0

My contract said this Marlborough MA location drop off yet, when I punched in my contract number, it said I should return to the Littleton location. I was already in Marlborough and just left it there. Action was easy however I had no interaction with a human being or saw the inside of the facility.

MICHAEL D. 
Rating:
5.0

Customer did not leave a comment.

John M. 
Rating:
5.0

Rental process was fast and easy.

Joseph A. 
Rating:
5.0

The only issue that I would have clarified are the Return of the Truck steps. I confirmed with the gentlemen that checked me in that upon return after office hours all I had to do was bring the truck back to that location and drop the keys into the lockbox in the return lot. i also was informed online that I needed to log in to APP or UHAUL.com and follow return instructions. Using the APP and the .com but could not get past the screen that asks for me to share my location. It stuck there and would not move forward into what I assumed was the rest of the online return process. Other than that, my experience using UHAUL was excellent as stated above.

al G. 
Rating:
5.0

Improvement is agility in the rental by the UHaul application. I had trouble renting through the app. I only succeeded by calling the UHaul attendant who helped me to rent. I thank the attendants, they are very attentive and efficient in attendance. Thanks!!

Rubenilson E. 
Rating:
3.0

Customer did not leave a comment.

matthew P. 
Rating:
5.0

Great guy organized friendly and covid cautions in place

Adam H. 
Rating:
2.0

I booked this location because I was coming from out of state to pick up belongings from an apartment I was no longer using due to the virus. Unfortunately it is closed on the weekend, but with online pickup that seemed like more of a minor inconvenience. I reserved the truck for 1:30 originally, but when I explained that I might be in the area early the person at the location bumped the truck time to 12:00 so I wouldn't have to wait. When I got there, the truck was ready and I started the online process. For some reason it was taking a while to verify my documentation and it eventually said it failed before telling me to try again. I wasn't aware that since the time was moved to 12:00, I would only have until 1:00 to complete the process before it locked me out. The failed verification pushed me over that 1 hour allowance. It locked me out so I had the truck with no keys and no one on site to help. Calling the U-haul call center took forever and I had to hang up because I was burning so much time waiting for a service rep. After calling multiple U-haul pickups in the area, none knew how to help and told me to call the call center. After finally making it through to the call center, they unlocked my pickup ability so I could start again and helped verify so I could get the keys. It took almost an hour and a half just to get into the truck to start my move. Please if the online tool locks after a certain time, tell someone that beforehand so they don't think they have from 12:00 - whenever instead of 12:00-1:00. I would have never changed it if I knew that. It took an hour and a half to drive to this location from where I was staying and I almost had to go back empty handed. Overall, the guy at the location who tried to help with the time shift meant well, but that hour window would have been nice to know. I'd much rather pick up from a location with someone on-site next time because this was a stressful experience for pick-up.

Daniel K. 
Rating:
4.0

Myself and another customer went to pick up our rentals Saturday morning 3/27 and we could not check in with the app. Apparently it was down. So the inconvenience of having to register for the equipment became more of a hassle since we had to have the employee at a satellite office register us so we could take our rentals .. other than that it was easy and I would do it again if I needed to.

Marcy B. 
Rating:
1.0

Was guaranteed a truck to be ready for pickup at 9:00 Location attendant showed up at 9:05. Was a bit unprofessional. Truck needed to be swept out, and needed oil. Truck was a total “shit box”. Engine was knocking the whole rental time. Cab smelled like smoke. Asked if I could return the truck to a closer location when I was done the afternoon before the day it was scheduled to be returned and the same person told me “no, it's a local truck”. Picked it up in Marlborough and wanted to return it to Hudson for my convenience. Local truck ? with Arizona plates. Lol. Total disappointment. Never rented a vehicle from anywhere that was as bad as this one, nor was treated as bad. Truck should be sent to the scrap heap. I'll stick to Penske or Enterprise. New Trucks much better service. SO SAD.

William B. 
Rating:
4.0

There is a gas station right next door, but the truck was 3/4 full. How am I supposed to figure out how much gas to put to bring the truck back to 3/4 full? So, I filled the truck on return. You could easily charge people for not returning the vehicle full and credit the next customer whatever you collected from the first.

Paul D. 
Rating:
5.0

Customer did not leave a comment.

Donna D. 
Rating:
5.0

HAVE SOMEONE THERE OTHERWISE VERY EASY TO DROP OFF

JOSHUA T. 
Rating:
3.0

Every time I entered the office, the employee was not wearing a mask. Also, the inside of the truck was dirty, food crumbs, clearly no cleaning has been done since truck was last used.

Fernando C. 
Rating:
4.0

Customer did not leave a comment.

Gilliard M. 
Rating:
5.0

Customer did not leave a comment.

Mykole B. 
Rating:
5.0

I was literally delighted with how simple and easy the online pick up was. I was very happy with everything about this rental experience. Thank you!

David C. 
Rating:
5.0

The furniture pads i ordered were not in the truck, so a little more attention to detail would be nice.

Aaron A. 
Rating:
4.0

Have the vehicle full of gas at pick up. I did not appreciate having to play the guess how much gas to put in the tank to return it to the same level as I picked it up. I ended up paying for an eighth of a tank that I didn't use. I would prefer to get a vehicle full of gas and return it full.

Edward F. 
Rating:
3.0

The Uhaul office was not open at 12:30pm, although the sign on the door showed hours of operation starting at 11 am. I had wanted to pick-up additional moving blankets and mattress covers. Also, I wanted to pickup the truck in Hudson MA (which I can walk to), but my reservation got moved to Marlborough MA (and needed to find a ride). The 20' moving van was probably the nicest Uhaul that I've ever rented, it only had 104k miles and ran well, and was clean and in really good condition.

James H. 
Rating:
1.0

I was charged for two rental periods on a same day pick up and delivery. Also, when I arrived during normal posted business hours (11 am) no one was there to assist me.

jennifer L. 
Rating:
5.0

Customer did not leave a comment.

SEAN W. 
Rating:
3.0

Customer did not leave a comment.

Andy D. 
No reviews have been submitted for this location.

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