In the lead up to the rental pick-up I received several notifications and even a phone call from a real human which were appreciated. BUT, those communications ended up being a waste of time because none of them asked if I had the right hitch or connector for the lights. So despite going to the U-Haul store and asking if I was all set and being told I was, when I showed up the next day to pick up the rental is when I found out I still needed to go buy a hitch and light connection adapter. These people got paid for wasting time and ineffective communication. This type of stupidity undermines the whole operation.
JEFFREY M
Customer Reviews for Route 20 Self Storage
(U-Haul Neighborhood Dealer)
Testimonials From Recent Customers
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Your app gave me many issues while I was using it. The Add Photo buttons don't work and the app lags when you try adding a photo. On top of that, it looks no different from the website, so what's the point of using it if it makes no difference?
Vladimir FOnly thing that hurts this rental center is there operating hours
CORTLAND BDean was very helpful, vehicle drove smoothy and hauled everything I needed to my new rental!! I may even have another trip to book to clean out my storage at the end of the month.
ASHLEY DDean is always very professional and makes these transactions quick clean and precise.
RICHARD HInform the customers that you have an extensive amount of questions and delays because you require other people to answer the phone. When someone is in a rush to get the truck, it is very inconvenient to contact other people to answer their phones. Also my truck's numbers/stickers had peeled off. It was missing a letter so I walked around the whole lot looking to match the number provided on the app. I would love for things to be a bit smoother, even if this is my first time renting. When someone rents your trucks, they are usually in a rush to move or anything else. It's a great system you have for after hours but could run a bit smoother. Thanks for the opportunity.
Carol SMore descriptive location of the "key box at the bottom of the stairs." Such as, "right rear corner of building."
LOUIS SThe self check-in experience is a very long and cumbersome process that I would not recommend. The truck was quite old and loud, as far as driving it down the highway with the air leaking through the doors. I would suggest having the lock box for the keys attached to the actual truck. Walking up and down the parking lots was a little frustrating. Or park the truck closer to the lockbox.
Robert LBest experience had renting a vehicle in a long time. Thank you! ®️
Richard WPlease make the check-in process more intuitive on the app, especially when we're told to touch the box to agree the terms and conditions. The part I'm specifically pointing to is where I had to click the word "Truck" to open another set of terms and conditions. It may not seem as obvious for other individuals. Maybe insert something in parenthesis after the word "Truck" to state to click the word as it is a form of hyperlink. It took a bit for the rep to figure that out for me. It was frustrating and a waste of time.
Gary DNone & all were good
JEGANATHAN BRien
JOSE BFranchisee was extremely helpful.
Benjamin DGreat experience super accommodating
MAURICIO CFriendly and helpful!
ELIZABETH ZNo one in the office. But very user friendly with the instructions on the drop box.
Kathleen BI had difficulty with the app and the website. I was able to get it done only by calling the phone line.
JAMES SThe app access and navigating for returning the vehicle was terrible. The app continuously froze, locked up and kicked me out. It took me 30 minutes to get all the info input completely to complete my return of the vehicle. Other that that, the experience was excellent, with no issues.
Kevin WI arranged with the office to reserve the van. The man there was helpful and friendly. I checked out on line and checked back in without any problems. The process was easy to execute and didn't take more than a few minutes. Great job U-Haul!
james sKeep up with battery charge levels. My truck had a dead battery that delayed my move by an hour while I was forced to wait for roadside assistance before even driving off the lot.
Andrew TThe check engine light was on for the duration and flashing at intervals, I got the truck with 1/4 of a tank of fuel so I had to go straight to the gas station, it reeks of cigarette smoke, the drivers side door is broken and doesn’t close completely.
Kyle WSimilar 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. Merci.
joseph wSo fast, easy and reliable place to rent trucks and vans.
Rosangela FApp 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 HExcellent van I rented
Lisa HThe 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 RThe 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 MGreat and efficient service
Matthew RGood experience
Jibu JThe 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 dNo representative at this location either even though it was during business hours.
Maron WYour automated App pick-up and Drop-off system is terrible!!! I wasted too much time waiting for the app to work!!!
Rosina HTruck was available same day. Self pick up & drop off on the app was easy. Convenient location near the highway. No issues. Thank you!
Roger CThere 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 BFirst 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' worth of charges that same day drop off fee. I will never use U-haul again
Dana BOnly went open, using the after hours check in was frustrating
Heather BDean was fantastic, would highly recommend U-Haul to anyone
Tony DThe 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 WThis 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 KIt 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 SI 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 EEverything was great. Fast friendly service.
Lawrence KThe 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 SKind and helpful. Easy in and out. Great experience! Thank you!!
Ron BClerk was very cordial. Everything was ready to go on arrival
David DDean 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 HThe 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 FRented 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 BWhen 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