Customer Reviews for U-Haul Moving & Storage at Mass Ave Boston

15,435 reviews

985 Massachusetts Ave   Boston, MA 02118
(North of South Bay Shopping Center-Limited On Street Parking Only, On Street Parking Only)

(617) 442-5600

View Facility Map

Office Hours

  • Mon-Thur: 7 am–7 pm
  • Fri: 7 am–8 pm
  • Sat: 7 am–7 pm
  • Sun: 9 am–5 pm

Services at this Location:

Contact Us

(617) 442-5600

985 Massachusetts Ave
Boston, MA 02118
(North of South Bay Shopping Center-Limited On Street Parking Only, On Street Parking Only)

Services at this Location:

Office Hours

  • Mon-Thur: 7 am–7 pm
  • Fri: 7 am–8 pm
  • Sat: 7 am–7 pm
  • Sun: 9 am–5 pm
  • Free towing inspection
  • Propane pay at pump
  • 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

From reservation process, checkin, to drop off - personnel were friendly and knowledgeable Excellent customer service

Nora M 
Rating:
5.0

Customer did not leave a comment.

Antoine F  |  First Impressions 
Rating:
4.0

Customer did not leave a comment.

Pankaj B 
Rating:
5.0

Customer did not leave a comment.

LUZ V 
Rating:
4.0

Customer did not leave a comment.

Jasmine C  |  First Impressions 
Rating:
1.0

Customer did not leave a comment.

Miles K 
Rating:
5.0

You guys did a great job!

Emily S 
Rating:
3.0

I am a consumer who utilize the storage facility, located at 985 Mass Ave. I have to be transparent, and this means being honest. I can honestly say that I have some very challenging experiences with some of the customer service representatives that work at this particular location. Some of the staff at this particular location needs to improve on their customer service skills, because it was below average. The only customer service rep that I would give high praise to, is Robert, because he went out of his way to make sure that my utilization of the storage unit was the best and he has the best customer service skills for that particular location. if I was to recommend a friend/family member to this location, I would actually ask them to seek out Robert, and that is the only person that I would have them to deal with. my experiences at this particular location started when I first went to rent this particular unit 176 back in either August or September 2023 and it was very discouraging, but I need to rent a storage unit. I even went across the street, so I can see what their rates were as well. in the beginning, I was very disappointed at the customer service representatives, until I interacted with Robert and again that was the only person I dealt with all of the time. Chris was OK, but he needs improvement as well.

David H  |  Overall Experience 
Rating:
5.0

Everyone was helpful. The manager was very helpful accommodated me to my needs will recommend.

Brenda m  |  First Impressions 
Rating:
5.0

Awesome !! Very helpful, nice and respectful

portia e 
Rating:
5.0

Customer did not leave a comment.

LUIS G 
Rating:
5.0

Customer did not leave a comment.

ERNEST A  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

DANIEL W 
Rating:
5.0

Customer did not leave a comment.

Camille C 
Rating:
5.0

Customer did not leave a comment.

Prem N 
Rating:
5.0

The only downside is how expensive it is to store things even for a little while.

Idaliz S  |  Overall Experience 
Rating:
4.0

The Truck having painting issues, mirror broke, automátic transmisión with problem to moving foward, high consumption of Gas. Sticker: DC2033T

ELVYN P 
Rating:
5.0

When I made my reservation I reserved a van. I explicitly stated I needed a van because I was parking in a NYC parking lot with a height restriction. When I got to the Uhaul on Friday morning I was given a truck with a 9ft clearance which was higher than the van I reserved. When I asked about a van I was told there was not one available and that I would need to wait several hours for the ‘possibility’ of one being turned in. I was not able to do so based on my schedule. When I arrived in NYC the truck did not fit in the garage where I had reserved the space and as a result I paid for a parking spot I could not use. If a customer reserves a specific size and you confirm that reservation then you need to honor your reservation and ensure that the vehicle they requested is available.

Trevor N 
Rating:
5.0

Customer did not leave a comment.

Bill B 
Rating:
5.0

The uhaul crew are very friendly and proffessional and the manager as well.

Barry M  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

Aman S  |  Overall Experience 
Rating:
3.0

I have been trying to get reimbursed my $50 and Mr. Francisco has so far ignored all of my messages.

Clint C 
Rating:
5.0

Overall customer service was great. Brenda was a big help through the whole process.

Aman S 
Rating:
3.0

Customer did not leave a comment.

Thomas K 
Rating:
4.0

Customer did not leave a comment.

Ryan H 
Rating:
5.0

Customer did not leave a comment.

Kevin D 
Rating:
5.0

Customer did not leave a comment.

MARIO S 
Rating:
1.0

Customer did not leave a comment.

mario s 
Rating:
4.0

Customer did not leave a comment.

Francis C 
Rating:
5.0

Staff was very helpful!!!!! Everyone but the guy in the green shirt.

DILLON L 
Rating:
5.0

Customer did not leave a comment.

iris h  |  Overall Experience 
Rating:
5.0

Sophia was amazingly helpful. She eased my worries and made this experience so smooth. Thank you soooo soooo soo much Sophia!

leen k 
Rating:
5.0

Great people’s

Victor M 
Rating:
5.0

Customer did not leave a comment.

Daniel V 
Rating:
5.0

Thank you

AARON E 
Rating:
3.0

While the staff was nice, and the truck was clean and well-maintained, the contract that I purchased through your website did not match the price, number of days and number of miles the associate pulled up at the Boston location. I am not sure how your system does not match. What was generated from your website to what is then pulled up at the physical location was different. This is something I would highly recommend you look into as this caused me to have to wait over an hour for the manager to fix part of it. Very frustrating. If you have a contract that states a certain price a certain number of miles and a certain number of days when that is pulled up at the retail location it should match.

Alex B 
Rating:
5.0

great customer service

john j 
Rating:
5.0

very professional

CAROLYN J 
Rating:
5.0

Robert helped us at front desk and walked us to the unit. We appreciate his help.

Dmitry d  |  First Impressions 
Rating:
4.0

Customer did not leave a comment.

Raul D  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

ANDREIA M  |  Overall Experience 
Rating:
2.0

I requested to pick up the truck from the Mass Ave location, and the day before was changed to an outside vendor that had a UHaul truck. When I arrived to that location, no one was working to get me the keys and I was not able to do contactless pickup. I had to call customer service, change the location to the original Mass Ave location and take another Uber 10 minutes away. The gas tank wasn't fully filled up on pickup. I took photos. When I returned the van in NJ, I filled the tank to the same level as when I picked it up. No one came out of the store to help me so I used the app to do contactless return. The app read my dashboard photo as not filling the tank up all the way, which I didn't because that's not how I picked it up, and charged me for the missing gas. There was no way to revert that after the app crashed and automatically finished my return. Will think twice about renting a UHaul in the future.

Lauren H 
Rating:
5.0

This facility has always complied with all my wishes. I’ve been coming here for the equivalence of 15 Years Great Pl..

Lysandro R 
Rating:
5.0

Customer did not leave a comment.

Kenneth B  |  Overall Experience 
Rating:
2.0

Reserved truck for 24/7 mobile pick up at 6am. Went to location and keys were never put in the box, so had to wait until they opened at 7. I had movers I hired per hour waiting for me, which I had to pay for. I will say the employee who opened the store and helped me was extremely nice and professional

Jason G 
Rating:
4.0

Customer did not leave a comment.

KAYCI B 
Rating:
5.0

Always happy with your service so far

LINDA H  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

ERINSON P 
Rating:
1.0

You need to have better customer service. More cleaner trucks. Trucks that are not damaged to the point that it is so sad that you would even want to have to rent a truck. Make sure all the trucks do not block the lot, so you are not able to get a better decent truck.

David H 
Rating:
5.0

I had a very bad experience at U-Haul in 844 Main St, Cambridge, MA 02139. My reservation was given to other people by the customer service in that office. I was told that the reservation was first come first serve which I think was very wrong. I did have very good treatment at U-Haul Moving & Storage At Mass Ave Boston though.

gang c  |  Online Move In 
Rating:
5.0

Friendly helpful staff

LEAH P 
Rating:
5.0

THAT CAR NEEDS MAINTENENCE

Jorge L 
Rating:
5.0

Customer did not leave a comment.

Nicole C 
Rating:
3.0

I received a call from U-Haul agent the night before the move to inform me that the pickup location has changed to a place half way around the city. This was a very inconvenient change since I had to now battle the Friday morning stressful traffic in Boston with a moving truck! The movers that were scheduled to come through U-Haul affiliated company, didn't show up! U-Haul says they are a third party company, which means they are not responsible for them, but they are affiliated and get a cut and make the reservation for you. If they do this, then they should take responsibility for it too. This is not OK. I will probably not use U-Haul anymore.

Hamid A 
Rating:
4.0

The equipment and the people at the location are EXCELLENT. It was a busy day, and customers were stressed and anxious and every employee was helpful, knowledgeable and efficient. I was grateful they were, because neither the app NOR the web interface was allowing any of us to do mobile check-in and get out on the road. Please upgrade your server so your system doesn't crash or slow during peak usage. This created anxiety and headaches that the staff then had to deal with, anyway. BIG THANK YOU TO THE LEVEL-HEADED AND KNOWLEDGE EMPLOYEES ON JUNE 1. Every single one of them made my experience positive in all the ways they controlled. The only negative part of the experience was all out of local location's control.

Robert T 
Rating:
5.0

It was easy

Farid S 
Rating:
3.0

We dropped off after hours and there was barely any space left to park.

Mike W 
Rating:
1.0

Don’t double book, don’t give my truck away, verbally told my driver the drop off location was revere, but the email said Salem found that out after the fact. Overall just a headache all together. No bad experience with the U-Haul in Salem just revere and Boston U-Haul I’m complaining about.

Daniel n 
Rating:
5.0

Customer did not leave a comment.

Roslyn W 
Rating:
5.0

Brenda and the other staff was very courteous and very Good to me. The guy checking out the truck I did forget his name I think I heard Lamar he was super, and effective

YOLANDA P 
Rating:
5.0

Professional and accommodating!!

SHPETIM M  |  First Impressions 
Rating:
5.0

My husband and I reserved a 15' truck for moving our belongings from a storage unit to an apartment on one hell of a busy moving day (01 June). Despite the absolute chaos at this location with all the reservations, all the team members kept their cool and worked hard to try and get customers what they needed. Unfortunately, because this is a business that depends on the customers word of returning their trucks when they say they will, many didn't so a few customers (ourselves included) had to wait a little to get the truck we reserved ahead of time. This is something out of their control, but regardless, the team (specifically our girl Maddy and the young lady that took over when Maddy was done with her shift), were ON IT to get us the truck we reserved. They were professional, funny, and apologetic for something out of their control. I personally value the dynamic of teammates in a work place, and the entire team at this location worked well together and still had smiles on their face despite the fire burning all around them. Thanks again to this team and location for their hard work and just getting it done!

Randa O 
Rating:
5.0

Customer did not leave a comment.

ZELIDETH R 
Rating:
1.0

The operation was complete mayhem. First, I tried to sign my truck out via your app. Both on my own and with the help of a member of the staff, we literally entered and reentered my personal info, scanned my license, and attempted to check out 25+ times! The system kept crashing. I also was told to wait in a line 20 people deep after my attempts to use the app. I arrived at 9:45 AM to pick up my reserved truck at 10 AM but did not leave the premises until 11 AM. As a result, the movers who I hired at $150/hour, were waiting idle at my home, which I didn't return to until 11:30 AM. IOW, I am out of pocket $75 because of the chaos at U-Haul. To add insult to financial injury, during my 6-hour rental period, the coil mechanism supporting the truck door, completely malfunctioned, which meant we could not close the open door and safely drive the fully loaded truck to my destination. It took nearly an hour to figure out that the only way to close the door was to remove the linch pins and pop out the bolts mooring the cable and then very carefully manually lower the very heavy door to a closed and locked position. Again, my hired help sat idle during that hour, costing me another $150 and valuable hour of my truck rental time. I likely will never again rent a truck from U-Haul.

Stephen W 
Rating:
5.0

Kenisa is one of the most amazing people working here. They made our first time storage renting experience extremely efficient and enjoyable. They welcomed us with great energy, explained the renting process, took us to take a look at the actual storage units, and left nothing for us to worry about for the rest of the process while still making sure we knew the important details! The whole time they were being nice and friendly, and the whole process didn't take for more than 15 minutes! We really enjoyed working with Kenisa!

evan r 
Rating:
3.0

Prevent massive overbooking.

Dale F 
Rating:
5.0

Customer did not leave a comment.

Daniel G 
Rating:
5.0

Customer service was excellent!

Matthew C 
Rating:
5.0

Customer did not leave a comment.

Nils K  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

ANDREW H  |  First Impressions 
Rating:
4.0

Customer did not leave a comment.

Mirela R 
Rating:
5.0

Customer did not leave a comment.

mark m 
Rating:
5.0

Great service will recommend friends and family for your service

MARK S  |  First Impressions 
Rating:
5.0

Nothing

MACARTHUR P 
Rating:
3.0

For starters, the employees were amazing. Bryant in particular was incredibly kind and helpful, and he stayed with me throughout the whole process for my safety and convenience. I cannot say enough about him. However, there were too many trucks at this location, so my reserved truck was parked on a backstreet (in one of the most densely homeless and drug ridden neighborhoods in Boston). Many of the trucks had parking tickets. My truck had discarded clothes and underwear on the front and had been obviously peed on the front wheel. Given the area, U-Haul should plan better to keep all the trucks on the actual lot.

Devon C 
Rating:
5.0

the app on my phone made it difficult, so I wound up inside, and Robert solved everything, he made the rest of the process delightful and easy.

Evan F 
Rating:
5.0

The agents at this location are awesome. I highly recommend.

Demetrius D 
Rating:
3.0

The online checkin process inefficient as hell. When I show up, I should just be able to confirm my reservation and leave. I shouldn’t need 3 references to confirm who I am on the day I pickup the vehicle. Do that beforehand. Secondly, this is U-Haul, not Mercedes. We both know what’s going on here. You don’t need to ask your customers to provide a 9-point inspection prior to accepting and upon return of the “equipment.” Have your employees do it prior to the customer accepting the vehicle. Also, be ok with your trucks looking a little beat up. Again, it’s U-Haul, not Mercedes. And third, why the hell are you giving me a truck with 25 miles to go until E??? I have things to do if I’m renting a vehicle. Make sure it’s full and I’ll return it full. This spectrum of fuel levels game you play is asinine. It’s 2024, modernize your process to maximize efficiency for your customer. They have things to do and they are coming to you to help relieve the burden they have. Help them and stop being so corporate.

Christopher K 
Rating:
5.0

Have more smaller vehicles for long hauling! Great customer service!

Jamaul S 
Rating:
3.0

Mice problems

Recey W  |  Overall Experience 
Rating:
4.0

Customer did not leave a comment.

John P 
Rating:
5.0

Great place to use

ERNEST A  |  First Impressions 
Rating:
5.0

Awesome service didn’t have to wait long

princella j  |  First Impressions 
Rating:
5.0

Everything good

EDWIN C 
Rating:
5.0

Customer did not leave a comment.

EUGENE A 
Rating:
4.0

Cleaner trucks and improve on line for pick up and orders

Cathline A 
Rating:
4.0

Customer did not leave a comment.

BRETT F 
Rating:
5.0

No comment

JANET G 
Rating:
4.0

Customer did not leave a comment.

Julia Y 
Rating:
5.0

Customer did not leave a comment.

Graeme H 
Rating:
5.0

Customer did not leave a comment.

PEDRO A 
Rating:
5.0

Customer did not leave a comment.

ARTHUR P 
Rating:
5.0

Very good customer service. Robert and a lady by the name of Joy. Thanks.

Newton J 
Rating:
5.0

Customer did not leave a comment.

Daury A 
Rating:
5.0

Customer did not leave a comment.

Soranlli B 
Rating:
4.0

No comments

Abbas H 
Rating:
5.0

Nice uhal company good luck

FRANCO S  |  Overall Experience 
Rating:
1.0

The truck i ordered on may 24th 2024 was in poor working condition the rear door pully was tangled and rear door sliding rollers were out of position also there were multiple instances of the driver side door not locking with key without forcibly playing with the key, lastly the passenger door would not open from the outside even with the lock unlocked

tracy r 
Rating:
5.0

Robert W was great and helped me out with sorting problems!!

Adrian A 
Rating:
5.0

Customer did not leave a comment.

Ruben M 
Rating:
5.0

Customer did not leave a comment.

auther p 
Rating:
5.0

The staff is always very knowledgeable and helpful.

Ellington J 
Rating:
5.0

Customer did not leave a comment.

Collegeboxes A 
Rating:
5.0

I am great full for the time and service Uhaul provide me I only left because I lost all my former income sources Thank you all! Blackstone keep doing what you're doing

JAMES B  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Ebison M 
Rating:
1.0

Incredible but true, U-Haul redefines dictionary words! When a reservation isn't really a reservation, it's unreal! Indeed, with our reservation and our storage confirmation at the Cambridge (MA) site, we were told that there was no space and that our reservation confirmation put us on a waiting list! A succession of misunderstandings and imbroglio that resembles a bad play! In the end we lost several precious hours, surrounded by employees and telephone agents who don't care about the situation and who know very well that you are diminished in the face of the situation. We were able to leave our equipment in another storage space concluding that this company has a terrible reservation system, run by disillusioned employees and totally unaware of the definition of the word "reservation". If you have an alternative to U-Haul, take it there. If you work at U-Haul, change jobs, you have no future with this shitty company! Self-Storage Order #837051-00115227

Philip L 
Rating:
5.0

it was great. Trainee was especially attentive. b

Bohdan B 
Rating:
5.0

Customer did not leave a comment.

Khary D 
Rating:
5.0

Robert was super helpful and knowledgeable about everything! He made sure that all of our questions and concerns were addressed through the entire process, and I contacted Robert a month before I needed the truck so……. Great experience through the entire process, Thanks

Zane G 
Rating:
5.0

Will use again if neede

Michael V  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

JoAnne J 
Rating:
5.0

Robert W was helpful, thoughtful, and went above and beyond to help all the customers. I cannot recommend him enough - he truly made my moving experience seamless. Robert W is a truly special employee.

Alexandra C 
Rating:
3.0

Check Engine Light was on the whole time. Check-in was difficult as Truck was blocked by another truck and it was a pain to get going.

Mitch H 
Rating:
5.0

Sophia , Lamar , and Franklin were the best !!!! Very helpful and professional

Emilia B 
Rating:
5.0

Customer did not leave a comment.

Peter M 
Rating:
5.0

Loved the ease of use of the UHaul app! The live agent, Jose, got my info pushed through and approved, and the ground folks at U-Haul Boston filled the tire with air and had me off the lot in no time, while 30+ customers waited in line at the counter. Simple, easy, convenient and professional: keep it up, y’all!

Henry J 
Rating:
5.0

Friendly and fast

subrul H 
Rating:
5.0

Staff guy i delt with was very helpful

MICHAEL C 
Rating:
5.0

The staff were very friendly and helpful. It was nice to see you have a donation bin on property.

Amy M  |  First Impressions 
Rating:
5.0

Likes

antonion g 
Rating:
1.0

Customer did not leave a comment.

Sofia S  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Maurice M 
Rating:
5.0

I appreciated getting a rental of a box truck on the same day I needed it. Thank you for great service

Ed B 
Rating:
4.0

Everyone working at this location was great. It was super busy but they worked through the line of customers quickly and efficiently, and were really nice to everyone.

Tracy S 
Rating:
4.0

Customer did not leave a comment.

PATRICIA O 
Rating:
5.0

N/a

Guilherme D 
Rating:
5.0

Customer did not leave a comment.

Stefani H 
Rating:
4.0

The check-in counter office is across the road from the storage building. The staff were friendly and helpful.

Simon A  |  Online Move In 
Rating:
2.0

The attendant was extremely unhelpful and was not focused on helping me get my reservation. She took frequent breaks to chat at random and the process took an hour just for a self storage reservation. It was very frustrating and discouraging.

LILIA H  |  First Impressions 
Rating:
3.0

The only problem I had my card didn't work I had to go to office or wait for someone to go in or come out

JACQUELINE C  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Kossiwa K  |  Online Move In 
Rating:
1.0

I was charged for 3 gallons of gas for the uhaul van. I drove 12 miles and put in 2 gallons before returning yet you charged me for 3 gallons of gas.. The gas gauge is clearly higher than when I picked it up, I have photos. Unless your vans get 2 miles per gallon, this is outright fraud.

Hannah J  |  Online Move In 
Rating:
2.0

the storage unit interior was beat, looked like it was refurbished, was mice traps inside, dirty, for the amount was charged not acceptable, looked like wood panels inside not finished , I felt like something could leak in the storage unit above mine, looked honestly like a make shift kenel for for a dog or animal, no air, yet it's advertising as temp, how, ? disgusting looking for a different company, I'm disappointed and disgusted that a company with this much money don't care, and will voice my opinion the staff was cool, too cool, like they owned the place, eating lunch at desk, I even got to use the computer myself to input my own info, wow..

henri a  |  First Impressions 
Rating:
1.0

After 4 years as a tenant, U-haul wants a review from me. OK - but remember, U asked for it, & U sent me the link, as well. Fri., April 19, 2024 I can only speak of my experience with the U-haul franchise at 985 Mass. Ave., Boston, Ma. Other locations may be very different. The Mass. Ave. location often fails to answer their phone; you listen as it rings, you know it's during biz hrs, but no one picks up. The site manager is impossible to get ahold of, EVEN WHEN HE LEAVES URGENT VOICEMAIL MSSGS, ASKING YOU TO PHONE, A.S.A.P. I ended up calling the U-haul national HQ customer service phone, in order to leave him a message, because I never succeeded in reaching him, nor did he return my calls, when I left mssgs asking him, "what's the problem? - Why do you need to speak with me, so urgently?!" When I arrived to vacate my unit, my key went into the padlock (which, like everyone else, I was forced to purchase on site - U can't use your own padlock, but must buy one from them), BUT DIDN'T TURN - I couldn't open the padlock! This wasn't an overlock; I was current on my payments. It APPEARED to be the same padlock as the one I installed, in Jan. 2021 - but it obviously was not. It had always opened, before. I walked to the elevator, left the storage bldg, crossed the street to the office, & waited for someone at the cashiers / svc desks to be available. I told him it seemed U-haul REPLACED MY PADLOCK. He looked slightly shocked, & said, "No! - we would *never* do that, or if for some reason, we were forced to, we would notify you." Then I returned to my unit, & waited over 30 minutes for an employee to show up "to help". // When he did, he asked, "Are you the one who WANTED A KEY?" - Not, "are you the tenant who can't unlock their padlock?"... He followed that with, " YOU HAVE A BALANCE. DO YOU WANT TO TAKE CARE OF THAT?", in a mildly threatening tone. I replied, " It's due today. I am not in arrears." He phoned to confirm that - then pulled a small yellow bank envelope from his pocket, WITH MY UNIT # WRITTEN ON IT, & opened the padlock, before handing me the keys. JUST AS I SUSPECTED, U-haul had indeed swapped my padlock for another, & then their own personnel DENIED doing so. They had most definitely ***not*** sent me any notice - not via text, phone call, nor e-mail - to inform me that my property was no longer accessible. When I opened the door, I was stunned to see every horizontal surface, covered with mouse droppings, interspersed with urine stains, & many items were CHEWED. There was no food stored in my unit - the mice chewed paper, fabric, plastic - anything that wasn't metal. In some areas, mouse feces lay 1/4" deep. The bottom edge of every unit door is approx 1.5" above the concrete floor - to allow mice & cockroaches easy access to unit interiors. // Why not install door sweeps on both sides, to keep the pests OUT, rather than ineffectually scatter poisons & spray insecticides everywhere?! Thank God, I usually carry disposable gloves (I work as a PCA). I donned a pair before touching anything. Also, oddly, ALL 4 TIRES on my Urb-e bike trailer - a brand new, never used unit!, the bike battery was never installed; bike & trailer were moved from the loading dock on carts - WERE FLAT. I doubt it's a coincidence that the trailer was the last item packed, & sat in the doorway - right in front of whoever opened the unit door. I don't know if the inner tube caps were removed to deflate them, or if someone just stuck something sharp into each tire - but they were flat for so long, the tires have a permanently flat side, & cannot roll. They only scuff along, with considerable friction & resistance. I vacated my unit. I swept all the mouse droppings on the floor out the door, with bits of my things they'd chewed, into a corner - out of the traffic path. I photographed the empty, relatively clean unit, & the door, sans lock. I showed the photos to the clerk, & left. This stands as THE WORST EXPERIENCE I have ever had, at any self storage business, ever. I've rented units in 3 states, at franchises belonging to 5 different national chains - The U-haul at 985 Mass. Ave., Boston, is - in my experience - uniquely & abysmally BAD. Denying tenants who are current on rent access to their own property, violates their own lease clauses. REPLACING a tenant's padlock with a visually identical, different padlock, WITHOUT NOTICE OR CAUSE, is theft. The level of infestation is simply off the charts. The manager is impossible to reach. The employees often don't answer the landline phone - I once called multiple times, for 3 days straight, & never got anyone to pick up the receiver. (I've told the HQ telephone reps just how difficult it is, to reach on site personnel.) I was again forced to contact nat'l HQ, in order to speak to a U-haul rep.

Teresa P  |  Overall Experience 
Rating:
5.0

This was a great experience! The facilities were clean, and the staff was exceptional! The store manager was amazing and deserves a raise! All the staff there do! I will definitely choose this UHaul again for my moving/storage needs!

Candace H  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Marylee B  |  Online Move In 
Rating:
5.0

You all has been the beginning and have been very successful fantastic business fantastic way of getting things done in moving America when all is helpless good job keep up the good work but on a veterans at least great respect admiration yeah move America take care God bless respect your your veterans respectful to you thank you keep going on doing what you do you help a lot take care thank you

PAUL D  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

mykel j  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Ashanti M  |  Overall Experience 
Rating:
4.0

Customer did not leave a comment.

Franklin P  |  Overall Experience 
Rating:
5.0

Karla/kayla was amazing I cant remember her name but she went above and beyond

Klirisha R  |  First Impressions 
Rating:
3.0

Allow longer access after business hours, please.

OLUPEGEDE O  |  Overall Experience 
Rating:
4.0

Staff at 985 mass ave is great and very friendly . Karla deserves a raise and promotion for her great customer service.

Bruce H  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Shanita W  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

TAYLOR B  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

charles j  |  First Impressions 
Rating:
1.0

I didn't like it when I had to climb up stairs to get to storage, and I had rat dropping in my storage, always had a problem with my payments when it was paid.

joanne j  |  Overall Experience 
Rating:
5.0

Perfect place and nice and clean convenient And very easy to order online easy enough for An elders to use

Kevin G  |  Online Move In 
Rating:
3.0

There were legit drugs (pills and other paraphernalia) found in my unit when I visited it. I wanted to speak to someone about it but the line was so long in the main office I couldn’t wait and just swept it up and disposed of it myself. There were also many homeless people inside the storage facility, one appeared to be living in her unit (had music playing and a fan and was lounging with the door open).

Lauren C  |  Overall Experience 
Rating:
2.0

I don’t appreciate the website conflicting with the store and having to fight and prove the point. I don’t appreciate it taking this long to close my unit considering I have been asking since January 2024 for it to be closed but instead it was never closed and the bill kept racking up, and no matter how many times I told the employees who called (who by always said they would call me back with an update and never did) no one ever closed my unit.

tawanna s  |  Overall Experience 
Rating:
4.0

Customer did not leave a comment.

Bianca O  |  Online Move In 
Rating:
5.0

Can't say enough good things about Robert. From when I walked in the door to when we got all of our things into the unit, he went above and beyond to helpful and supportive. We changed our plans and minds a lot, and Robert went with the flow. He was so friendly, knowledgeable, and flexible. We likely wouldn't have ended up putting our stuff in Uhaul storage and only rented the truck if it wasn't for Robert. We had planned to store things elsewhere, but he changed our minds! Will use Uhaul again if we get to work with him.

Lyman M  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

Neya S  |  Overall Experience 
Rating:
3.0

Customer did not leave a comment.

MARK Y  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

ERNEST A  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

monet s  |  Overall Experience 
Rating:
5.0

The staff member Robert at U-Haul on Mass ave was very helpful and made my experience super easy and informative. He helped me through every step of the process and made it very easy to understand while being super polite.

MALIK M  |  First Impressions 
Rating:
5.0

Everything was excellent 👌

Sharon J  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Gerry L  |  Overall Experience 
Rating:
5.0

The staff at U-Haul 985 Mass Ave was the best I ever been associated with the young ladies in there treated me with respect and went far and beyond of any issues I had you need to hire more staff like them would definitely recommend anyone who needs a storage to come to your U-Haul 985 Mass Ave Boston thank you

Michael C  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

RONALD L  |  First Impressions 
Rating:
5.0

Brenda was awesome. So helpful. Thank you

Graeme B  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

MARYANN B  |  First Impressions 
Rating:
5.0

Good Customer Service.

JULIANA D  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

Danielle B  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

ANTHONY W  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Marilyn D  |  Overall Experience 
Rating:
5.0

This young man of color who appeared to be a manager was helpful, courteous and attentive. There were a few things going on at the same time and as a customer service person myself for over 30 years he handled it with professionalism and patience. I was impress.

stephone w  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

racquel c  |  First Impressions 
Rating:
4.0

Everything has been great, however I am still waiting for my refund of my monthly charge. I moved out on the date of the billing cycle. I have called twice and was told the manager will approve and send the refund, but am still waiting. Been over 1 week. Can you please help. Jerry Beaudion 312-218-0385 jerrybeaudion@yahoo.com

Jerry B  |  Overall Experience 
Rating:
5.0

I was very very happy with your service

MALACHI C  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

NORMA P  |  First Impressions 
Rating:
4.0

Customer did not leave a comment.

Naimah J  |  Overall Experience 
Rating:
5.0

I Loved The Fact That Its Across The Street From The Rental Trucks Where We Can Pick - Up - Go And Return Everything With No Problem And Within One Trip.

Darlene H  |  Overall Experience 
Rating:
5.0

Robert gave me great customer service and I appreciate that. Thank you!

STEVON W  |  First Impressions 
Rating:
1.0

They wouldn’t help me find the unit. Plus when I had trouble paying they sold hundreds of dollars of merchandise for $40. Ty. I’m definitely not paying the remaining money owed.

james k  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Michael B  |  Overall Experience 
Rating:
4.0

The kid, Rober,t was super helpful. He took extra care to make sure that I was all set with my van rental and move-in. And the facility is massive, so he took care to make sure that I could find my way to and back from my storage room by personally walking me to and from the room. Thumbs up to Robert! It's rear to get service like this nowadays.

joel c  |  First Impressions 
Rating:
5.0

A man named Robert helped me, he was very nice.

FRANCIS M  |  First Impressions 
Rating:
5.0

Robert was GREAT! He had excellent customer service, was very friendly and professional. I really appreciate him making my second experience with Uhaul even better then the first!!! THANK YOU!

Ana H  |  First Impressions 
Rating:
5.0

🤙🏻

stefan f  |  First Impressions 
Rating:
5.0

They listen to your problem and make sure to find someone that can solve the proble with respect

ursula s  |  First Impressions 
Rating:
3.0

Customer did not leave a comment.

KEVIN B  |  First Impressions 
Rating:
5.0

I'am very satisfied with my store rent from uhal, thanks

MATILDO M  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Naimah J  |  First Impressions 
Rating:
4.0

My experience in general was very good, the only problem was my account that it never appeared that I had the storage, so I had to call to understand that everything was fine.

ISABELA A  |  Overall Experience 
Rating:
5.0

I love the convenience of having the U-Haul truck rentals across the street from the storage unit so when I'm ready to retrieve my belongings I can load up and out with no problem . Staff where pleasant and very helpful thank you !

Darlene H  |  Online Move In 
Rating:
3.0

Customer did not leave a comment.

Johnny A  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

Brian R  |  Overall Experience 
Rating:
4.0

Employee are very helpful and understanding and I thank you everyone for God blessed all🙏♥️

marie d  |  Overall Experience 
Rating:
1.0

My experience with this UHaul location for storage was awful. I’ll review it in two parts…. A short top 10 list of complaints: 1. Lack of interest in customers and lack of care with customers’ belongings 2. Staff damaging belongings and lying 3. Upon finally accessing unit, discovery of unwrapped and damaged items, mystery boxes not packed by the customer 4. Lack of assistance during the pandemic, staff unresponsive to emails and calls, resulting in delayed access to storage unit, extensive damage to belongings 5. Terrible experience with the location’s staff - they are rude and unhelpful 6. Issues with water damage, unfulfilled requests to move items to UBox, disturbing observations of facility conditions 7. Double charging for storage units, lack of cooperation with moving helpers 8. Storage rent increased with no added value 9. Undue stress, expenses for cleaning supplies and replacements 10. False information from staff about obtaining keys, inconvenience, and delays A more detailed narrative of my poor experience: My experience with the Boston Mass Ave. UHaul location has been awful. It seems like this is the most disorganized, incompetent organization I have dealt with in many years. I will say from the start that I have also dealt with the Pittsburgh Liberty Ave. UHaul location and the experiences are like night and day: at the latter, the people are kind, willing to help, and offer useful input. The people at the Boston Mass Ave. location are rude, seem to want to go out of their way to be unhelpful and inconvenience customers, and seem to get pleasure out damaging customers' belongings and lying. I used a UHaul location for storage in 2019 because UHaul was national and I figured it would be easier to get stored items from one location to another easily. Man, was I wrong! I also thought that UHaul being known nationally meant I would get quality service and have my items SAFE. Man, was I wrong! Looking back to times prior to renting storage when I simply rented a van from this location to move within the Boston metro, I recall the experience was always unpleasant too. There was always a miserable half-hour or longer wait to get to the counter. Maybe I should've seen this as a red flag. I gave them too much benefit of the doubt that storage would be fine. When I put stuff in storage at this location in 2019, I didn't anticipate leaving it there as long as I did, but I didn't anticipate all of the travel challenges of the pandemic either. I had tried contacting UHaul for help with this multiple times -- to no avail. They were absolutely unwilling to help... ...and, really, it's rather convenient that by being unwilling to help, they got many, many more months of rent out of me. They only stood to make money out of me by being unhelpful! I should further add that my storage until rent cost was $135 when I signed up in 2019, and went up to $160 for no good reason -- with nothing of value added -- in the time since. It feels extremely shady and wrong. I tried contacting this UHaul location many times with no luck. Emails never get answered. Trying to use the chat on the website always sent me to some random national person, despite finding it on the website for the Boston location. The chat proved useless -- at best, I was given an email contact for the Boston location and that yielded no response. Although it's the last thing I want to do, I even tried calling the phone number on the Boston location -- and every time, I either got no answer or an automated (not local) system with no means of helping me. (This said, throughout my time this month visiting the location physically to retrieve items, people at the counter constantly were on the phone ignoring people physically waiting and doing an extremely poor job of customer service for folks physically there too. It seems very odd that this happened, despite my unanswered call attempts.) It gets better, or way worse! In January of 2023, I got a text telling me there was potential water damage and respond "1" if I would come in that day or the next or "2" to have them inventory and document. I talked to someone on the phone that day. I had asked that my items be put in a UBox instead of another unit -- a seemingly reasonable thing to ask -- and was told they'd get back to me. They never did. A few weeks later, on February 8 in the 9 a.m. hour, I called the 617 number listed for the location, but got some not-local line, and eventually, after many hoops, talked to someone at this location... .... --- Your form disallows me from pasting my full comments here. Please read them here: https://docs.google.com/document/d/1D2oodGnCNdTikLEoAxvoS9Rdi2Pkx13h_IHwYdJYYxk/edit?usp=sharing Please understand that if I do not get a response within 7 days, I will post my comments as a public one-star review and seek legal action. This experience was awful and caused me undue stress.

Douglas H  |  Overall Experience 
Rating:
5.0

T

Carlos C  |  Online Move In 
Rating:
5.0

Staff were amazing! Easy pick up and drop off for the truck, and storage was a breeze!

Candace H  |  Online Move In 
Rating:
5.0

Bobby was very helpful with what I needed and provided a great experience

Jacob C  |  First Impressions 
Rating:
1.0

Some of the stuff was rude and unprofessional. They say one thing and do something totally different. They charged me for a unit I was trying to close out. They charged me later fee for no reason. Some of my things was destroyed by mice problems. There urine and feces on my stuff and they ate through things. There was also a dead mice in my unit. Just disgusting and disturbing. Do not go there EVER.

Adrian M  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Jan B  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

Donna C  |  Overall Experience 
Rating:
5.0

Robert made my experience coming to Uhaul very pleasurable. He was very friendly and funny first thing in the morning! He had such a good and helpful attitude! His customer services was Excellent!! We need more customer service agents like him!! Thank you Robert! ALM

Andrea M  |  Online Move In 
Rating:
3.0

there are no carts at the loading dock consistently. sometimes 1.

Bryan C  |  Overall Experience 
Rating:
4.0

Customer did not leave a comment.

Onur h  |  Online Move In 
Rating:
3.0

Customer did not leave a comment.

william h  |  First Impressions 
Rating:
5.0

Someone tried to break into my unit but staff was great at replacing my busted lock and said they would investigate. I know you can’t control the eating in individuals storage units but it’s making the mice situation very bad. The facility itself is well melted and clean.

patricia f  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Christian M  |  Online Move In 
Rating:
4.0

24/7 self storage would be preferable

Jad B  |  Overall Experience 
Rating:
4.0

Rodent issue, the greatest aspect of my experience was Robert, Karla, Star, and one other young lady whose name escapes me aside from n e complaints I could muster up the customer service exceeds expectations would definitely return if I had to choose storage ever again even w/ the discrepancies.

joel d  |  Overall Experience 
Rating:
3.0

Please note-The online payment system needs repair. Why should a customer sign in and the system does not function properly as in operation. Please repair the online app for payment. Your assistance will be appreciated. Thank you

PATIENCE H  |  First Impressions 
Rating: