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

755 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:

Reviews without text are currently hidden. Show them shown. Hide them

Rating:
5.0

Similar to my experience with the Methuen facility, Lee (I believe this is the name of the manager I spoke to) worked to make things right after some chaos with the pick up and drop off. He was very patient in working with me and the manager from Methuen to resolve the issue. Now that I live in Marlborough, I will continue to trust U-Haul, especially this location when I need it. Thank you!

joseph willis 
Rating:
5.0

Customer did not leave a comment.

Katherine Cremins 
Rating:
2.0

Customer did not leave a comment.

Paul McCrohan 
Rating:
5.0

So fast, easy and reliable place to rent trucks and vans.

Rosangela Folchini 
Rating:
5.0

Customer did not leave a comment.

Clementine Black 
Rating:
5.0

Customer did not leave a comment.

Angel Lam 
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 Hughman 
Rating:
4.0

Customer did not leave a comment.

Keith Burke 
Rating:
5.0

Excellent van I rented

Lisa HORNING 
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 Riley 
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 Macneil 
Rating:
4.0

Customer did not leave a comment.

Charles Lidz 
Rating:
5.0

Great and efficient service

Matthew Rossini 
Rating:
5.0

Good experience

Jibu Jacob 
Rating:
5.0

Customer did not leave a comment.

STEVEN BBUYE 
Rating:
2.0

Customer did not leave a comment.

Jose Messias 
Rating:
5.0

Customer did not leave a comment.

Anderson Teles 
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 dos Santos 
Rating:
1.0

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

Maron Wylie 
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 Hagopian 
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 Clapp Jr 
Rating:
5.0

Customer did not leave a comment.

Halifer Thiago Melo de quadros 
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 Buckley 
Rating:
5.0

Customer did not leave a comment.

Matthew Dorogi 
Rating:
4.0

Customer did not leave a comment.

paul martell 
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 Berger 
Rating:
3.0

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

Heather Benson 
Rating:
5.0

Customer did not leave a comment.

Angele Myers 
Rating:
5.0

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

Tony Dobert 
Rating:
3.0

Customer did not leave a comment.

Amy Moolic 
Rating:
5.0

Customer did not leave a comment.

Michael Gagnon 
Rating:
5.0

Customer did not leave a comment.

Kevin Farr 
Rating:
4.0

Customer did not leave a comment.

Dan DellaGiustina 
Rating:
5.0

Customer did not leave a comment.

Brian Collins 
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 Wilson 
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 Kiely 
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 Schoeny 
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 Elfman 
Rating:
5.0

Everything was great. Fast friendly service.

Lawrence Krantz 
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 Simmons 
Rating:
5.0

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

Ron Bialobrzeski 
Rating:
4.0

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

David Duplisea 
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 Hanson 
Rating:
5.0

Customer did not leave a comment.

Matheus Silva 
Rating:
5.0

Customer did not leave a comment.

Nancy Hart 
Rating:
4.0

Customer did not leave a comment.

Amy Graham 
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 Fonseca de Arruda 
Rating:
5.0

Customer did not leave a comment.

Dave Loetell 
Rating:
3.0

Customer did not leave a comment.

TARA JONES 
Rating:
5.0

Customer did not leave a comment.

Hayley Martin 
Rating:
3.0

Customer did not leave a comment.

Christopher Harney 
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 Burgarella 
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 morgan 
Rating:
5.0

Customer did not leave a comment.

David Fink 
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 Tunno 
Rating:
4.0

Customer did not leave a comment.

Richard Pawlak 
Rating:
5.0

Thank you so much Have good day

Cirlene Demoura 
Rating:
5.0

Customer did not leave a comment.

Jessica Pastrana 
Rating:
2.0

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

Raymond Risucci 
Rating:
5.0

Customer did not leave a comment.

Mark Thomas 
Rating:
5.0

Staff at this location was extremely helpful.

Michael Davis 
Rating:
5.0

Customer did not leave a comment.

Richard Pellechio 
Rating:
5.0

Customer did not leave a comment.

John Flaherty 
Rating:
5.0

Customer did not leave a comment.

Samuel Jones 
Rating:
4.0

Customer did not leave a comment.

Michael Doiron 
Rating:
5.0

Customer did not leave a comment.

Amy Wentworth 
Rating:
3.0

Customer did not leave a comment.

Duane Hensel 
Rating:
5.0

Customer did not leave a comment.

Alvandir Desouza 
Rating:
5.0

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

Trevor Owens 
Rating:
5.0

Customer did not leave a comment.

Charles Brooks 
Rating:
4.0

Customer did not leave a comment.

Glenn Hammill 
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 BYRON 
Rating:
5.0

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

Marco Ribas 
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 blidgen 
Rating:
4.0

It was all good went very smoothly easy to return

Thomas Ollerhead 
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 Moulton 
Rating:
5.0

Very helpful and flexible customer service

Alejandro Martinez 
Rating:
5.0

Customer did not leave a comment.

Timothy Stamour 
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 Konvalinka 
Rating:
4.0

Customer did not leave a comment.

Robert Macalpine 
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 Tsiros 
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 DON 
Rating:
5.0

Customer did not leave a comment.

John Merritt 
Rating:
5.0

Rental process was fast and easy.

Joseph Abbott 
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 gabrielli 
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 Espindula de Oliveir 
Rating:
3.0

Customer did not leave a comment.

matthew pace 
Rating:
5.0

Great guy organized friendly and covid cautions in place

Adam Harris 
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 Kozikowski 
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 Blais 
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 Blaisdell 
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 Dionne 
Rating:
5.0

Customer did not leave a comment.

Donna Dodson 
Rating:
5.0

HAVE SOMEONE THERE OTHERWISE VERY EASY TO DROP OFF

JOSHUA TRUBIANI 
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 Cucalon-Proano 
Rating:
4.0

Customer did not leave a comment.

Gilliard Mateus 
Rating:
5.0

Customer did not leave a comment.

Mykole Brookins 
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 Cote 
Rating:
5.0

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

Aaron Aykanian 
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 Feller 
No reviews have been submitted for this location.

Additional Services at this Location

  • Moving Trucks

    We have the largest selection of new trucks!

  • Trailers & Towing

    Our cargo and utility trailers start at $14.95!

  • Moving Supplies

    We sell hundreds of products to make moving easier!

Back
To Top