Avoid at any cost is a complete understatement.This is the worst place to ever attempt to obtain a safe clean trailer to rent.My son and i pre-booked a large trailer to move his belongings from Boston to North Carolina.The individual acting as the general manager Emily Sowerby. Is truly the most disturbing and vile person I have ever met. Lies to your face. Ignores you when you point out the bald tires on the trailer. And says take it or leave. 30 other non-suspecting or unaware customers will stand in line to take this trailer.Clearly this disgusting behavior shows this business does not care about anyones safety. All to make a dollar.U-Haul clearly has a problem at this location. But their solution is to call an 800 number that doesnt answer.After numerous attempts to get help from U-Haul and an immediate requirement to vacate his apartment we were forced to rent a truck instead of the trailer. Now we have to drive two vehicles 15 hours instead of one. Plus the additional cost of the truck over the trailer.If you reserve a vehicle or trailer from this facility expect to be ripped off and to be putting your life and others in danger.I wish that no customer would ever encounter a disgusting and truly horrible individual like the manager of this facility.If anyone rented this trailer (Rv 4348 E) and had a blowout or other failure please feel free to use these pictures.

Location is quite convenient and the whole process has been fairly smooth. I don’t know why there’re so many negative reviews, but Emily was friendly and helpful. I paid the insurance just in case, and also took pictures with my car inspection so there was no charge for any damage at last. The return process is fast as well. Overall it was a good experience.

Overall experience was good - the truck I reserved was available, and the service was fast (I did an online check-in). What I didnt like was the fact that I was charged for 2 gallons of gas on my final invoice after I returned the truck, even though I made a point to fill it up right before dropping it off. Such behavior is simply dishonest. Watch out for this!

Avoid at any cost! They will LIE to your face and CHARGE you for anything they can tag on! I wish I read the reviews before reserving a 9 van to move my personal belongings within 3 mile radius from each other. Since it was within such a short distance and was a very simple move, I declined the insurance. Big mistake. When I returned the van 2 hours later, they charged me additional $165 for nerve damage. I didnt have any accidents and was watching my partner load and unload our stuff so Im 100% confident that we couldnt do any damage. But when I asked her about the charge she said you are lucky I didnt charge you for another damage since you declined the insurance ! Another words, they can tag on ANY charges if you declined the insurance. If you absolutely need to use them, make sure you take their insurance, even if you need a truck for 20 mins.

Mike Johnson, who works here, harasses customers. He will boss you around. He will lie to you. He will try to intimidate you and your friends. Avoid this location at all cost, if you have any other option. In addition, be aware that some of the clerks here arent properly trained. If they do not know how to handle a task (such as a simple return that should take less than a minute), they may tell you that The requested service is not possible at the moment.

Emily Sowerby was by far the most unprofessional and rude manager I have ever dealt with-- at any business, ever. She called me four times from her cell phone to berate me over the fact that my phone lost service when her and I were speaking on the phone regarding my reservation. Calling someone repeatedly over and over when theyre trying to drive is dangerous and completely unacceptable. When I arrived to drop the van off she literally ran up to me as I was cleaning out the vehicle and stated yelling, demanding that I give her the keys. When I asked her for a receipt she purposefully ignored me, walked away and proceeded to help another customer (at which point I finally got fed up and shared a few choice words with her.) Its completely unbelievable to me that she thinks its acceptable to treat people like this, regardless of that bad day you may be having-- theres really no excuse. I will definitely be pulling a Karen and calling her boss to share what happened. For the record, my company works in soda vending and weve rented a few U-Haul vans every month for the past 12 years. Today will be the last time we do business with U-Haul. Avis never looked so good! I just dont get it... it literally cost zero dollars to not act like a complete psychopath when dealing with your customers. TLDR: Please beware when dealing with branch manager Emily Sowerby at U-Hauls Brookline location.

Schedule to pick up a truck at this place. Went there a week before to confirm reservation. On the day of my rental, I was told that my preference was this place but they actually had my truck somewhere else. They said that somebody contacted me the day before (which is a lie) to inform me. The same happened to the person in front of me in the line. And to complete the “great” customer care, I was told that this is how u-haul operates and did not receive even an apology. The person was rude and unsympathetic. Last time I moved, I used Penske and had a great experience. This time, tried to save a few bucks and ended up screwed. Fool me once, shame on you. Fool me twice, shame on me. U-haul, no more.

HORRIBLE! We made a reservation for a 9-foot van in April for a JUNE pickup here. The day before, we were notified that our location had been changed to VFW in Roxbury - almost 8 miles (half an hour!) away, to a 10-foot truck. We dont have a car, so we had to take an Uber there. We arrived for a 7AM pickup and NO ONE showed up for almost an hour. We didnt want the truck (it was WAY too big for what we needed), and customer service was rude and awful. Most unprofessional, mediocre, horrible experience Ive ever had. Ive filed a complaint with corporate - unacceptable. This location is a few blocks from our house and we made the reservation so far in advance that they had NO excuse to be out of stock. Horrible.

The person handling this location is extremely rude, unprofessional and unwelcoming. Had a booking with truck 24/7 pickup option and no trucks were available when i reached there, even after call. confirmation and booking 10days in advance. Customer support after 1 hour of wait in rain suggested to go to Cambridge location where the only truck available was parked in the end and blocked completely. Then after so much hustle we returned having no truck and have to shift our moving plans by one day just because of this ladys carelessness. Moreover, she refused my two credit cards suggesting bank issue however bank said that they have not received amy payment requests from my end. After 30mins of more hustle early morning, the issue was with the network of uhaul computers itself. How could they straight up refuse suggesting issie is not theirs despite knowing that we suffered so much. Would recommend some trained professionals to run uhaul locations to save them from the bad name in the times of rising penske, ryder and budget.

Pretty easy return experience. Everything was clearly labeled and I didn’t have any trouble figuring out what to do. Short walk to nearby public transit so getting to here and out is easy.

$96 charge for a scratch on the rubber cargo mat of their van which I foolishly didnt consider looking over before leaving the lot.If you want to make sure you arent charged extra for nothing, I guess photograph the whole interior before you leave the lot. Not recommended if you have any other options.

Rude front desk worker who told us we could go, then told us to come back because we dropped it off to the wrong place. I get that, but when I tried to explain what had happened (we were told when we rented it we could drop it off anywhere) they continued to be rude and condescending. We took the charges and left it there. The truck was checked in but the trailer was not. Now Im waiting 2 hours on the phone to have the dolly checked in (when I called Brookline they re-routed me to corporate without picking up).

Experience was excellent and very convenient for accessing via public transport. There were shortages of utility dolly and so they gave me the biggest with the same rate. The place is equipped with app based procedures so it’s very convenient for late and very early users.

CJ was great want above and beyond to help out and did it all with a great attitude.

Yikes the general manager didnt wake up on the good side of the bed. Felt like she was trying to shove the insurance down my throat.

Easy pick up and drop off, convenient location off route 9

Budget canceled my reserved truck less than 24 hours before I needed it as they said they had no trucks available. Thank God UHAUL is open until 8pm on Fridays. I was able to call them last minute they had a 15 foot truck available. I reserved it via phone and low and behold when I went to pick it up the truck that I reserved for Saturday morning it was sitting there waiting for me. Both gentlemen at the customer service desk were extremely helpful which made my entire experience less stressful. If I ever need a truck in the future this is the first place I will call and it should be the first place you call too!!!!!!!

My reservation was here and they simply did not want to help me. 3000$ worth of rental and they didn’t even care. They sent me to Quincy, without any reason.

Horrific experience here. Reserved two weeks ahead and requested added items. On first arriving I was told they did not have one of the items. I few minutes later, I was told they had a truck, but not the key. I asked for an explanation; there was none. I asked to speak with the manager; he was not there and I would not be given her/his phone number. I became upset and told them they were the maximum of responsibility. The woman who was in charge, who had not bothered even to talk to me once, suddenly said that I should leave or would be forcibly removed. Oh, another thing: Neither employee was wearing a mask and the floor was not marked for social distancing. Dont support this outfit; they dont deserve your support. Drive a little farther and go to another place. I have always had good service from U-Haul, but not here.

Showed up at 7am, still nobody there at 7:40 when I gave up.

Had to drop off the trailer. Quick and easy. Staff were friendly. My only concern was that nothing was signed when the equipment was returned... Probably not the location thing, but corp thing.

I was very satisfied with your customer service at the Brookline branch. Do not mind recommending other people to use your service.

The young guys at this location were extremely helpful. Even shoveled a trailer out of the snow for us!

One of the best customer service experiences I have had in a long time from any company. Rio was absolutely amazing. I could not be more happy with my experience.

It was just a drop off but very friendly and helpful. Made it an enjoyable experience.

Terrible staff, harassing customers.

Tight parking spots are the worst part of the entire rental. Otherwise, helpful staff which flexes with its customers and works with me when running late.

Excellent customer service!

Very good and prompt service. Fair price

Always awesome here, and James has been especially great with my transactions

Was worried before renting here (not a great review score). However my experience was excellent. I ordered over the phone which was easy and got a better deal than expected. On top of that the in store service was also phenomenal and I didnt get any of the extra charges I was expected to be slapped with. Would definitely rent from this location again!

The good, the bad, and the worst. The good news is, I was able to get my rental. The issue, however, is I had a reservation set for 7am (when the rental center opens). Upon my arrival, I found the center was closed. I waited at the front door for an hour and a half for a staff member to arrive and gradually become one of many in a growing line of others delayed by this incident. I hoped things would be settled the next day, when I returned the Uhaul. And when brought up to the general manager, I was told I would be compensated with a few miles reduced from the overall payment. Unfortunately, that refund never came. Overall, I could care less about the money. Im just disappointed in the dishonesty from this entire situation.

Its particularly interesting to note that one of the reviewers wrote of renting 6 times with no problems, but only reviewed the location after a dispute. Ive rented a cargo van from the Brookline location twice. The first was an extended trip (13 days, 2200 miles), and while the manager wasnt happy at having one of his vans unavailable for such along stretch, he was very courteous and accommodating. The second was a three day rental and Im renting again tomorrow for the weekend.I particularly like the manager, who has always been very helpful and polite. My experiences have only been positive.

One of the better Uhaul places in Boston. Ive rented from almost all locations and find myself keep going back to Brookline. what makes Brookline the best is their staff. Isaac, who has helped me on several occasions, truly does his best to help out and make your rental as easy as possible. He makes this particular location stand out in terms of customer service!

Needed a bike hitch to be installed on my car. Made an appointment a month ago for today. Came today: the part has not arrived, but nobody warned me. The manager apologized and told me that they left a message on my phone about the cancellation. Checked my phone - no message. The manager told me he would call me in the afternoon to make a new appointment, which would be soon. Nobody called. I called them, after 3 hours of trying, managed to reach only the central office of U haul, but they knew nothing. Finally, the manager picked up the phone and told me that they cannot install hitches in the foreseeable future because they are busy, and hanged up.

Great service - twice in a week! - I had to rent the cargo van twice in one week of July, the service was fast, no questions or doubts regarding the order details, Emmanel gave me a great service, the cargo van was very clean. I will return, no doubt.

I have rented from this location a few times and recently rented a motorcycle trailer. The customer service person working, Eury Ortiz, was AMAZING. He took his time, went out in the dark and cold/rain, hand pulled the trailer to my car and helped ensure it was 100% secure and working. He wouldnt even let me help, did it all himself and was cheerful about it. He explained to me how to return it after hours, went over all the details, and even told me congrats on buying a new motorcycle. The trailer was even a lot nicer than I expected and pulled really well. Hands down, best customer service Ive gotten in Boston since I have been here the last 18 months! This is a real review, I received nothing for this, and I just wanted to recognize the great work he and UHaul did for me.

Friendly, fun atmosphere and professional service. Carlo and his guys are good mechanics and performed a hitch installation quickly and well for my old truck. Other Uhauls said it couldnt be done after two days of trying, but these guys knocked it out in less than an hour! I am impressed with the speed of service and can highly recommend them for this kind of work.

Kind and helpful staff, was able to refer us to other locations that offered wiring installations after finding out our car did not have the harness required for towing which was a lifesaver as we were in a bind. highly recommend!

I am not sure what the other reviews are about here. I know there are a few new staff there and maybe they are not as adept at the process yet, but that only comes with time. I dealt directly with the General Manager Carlo Tomlinson. From a pure business standpoint I can say that the trucks all seemed new, mine was in perfect condition and the process went well.From a personal point of view, I could not be more satisfied. I had to wait for a few people that I was having help me with my move and got to know Carlo while I waited. The man is very well spoken, and knowledgeable about his position. I had the honor to get to know the guy on a bit of a personal level as before I came I read some of the reviews that were not so good. To say the least I like to probe further as I know some people just like to be negative as they are just programmed to be so and like to think the world owes them something. I am a former Marine, Professional boxer and a business owner myself so I take reviews and personal interaction seriously. The man is a very professional and personable person with the ability to have discussion on any level. Maybe that pisses people off who are use to pushing people around or bullying staff in a service industry to save a buck. I know all to well what that is like and from my perception Carlo would not allow anyone to mistreat him or his staff as well as allow somebody to effect the success of the business that he works for. U-Haul should be proud to have managers like him and strive to not only keep staff like him around but use him as an standard for future employees.Brandon Montella

Great service decent price good truck

Awful. Submitted a 2 star feedback to U-Haul (more than they deserved but in the end the problem got resolved). Promptly got called by the manager who argued with me even further and kept insisting I drove the truck 240 miles when I only drove it 80. Not my fault they got the drivers mixed up. Avoid this U-Haul if you can.

Good location. Very helpful staff. I will definitely use this location again when needed

The person on the counter was not willing to help to change or modify the reservation without any reason. He was rude and just said it cant be done. So we had to rent the truck with one hour less than what we booked for. Although the lady to whom we returned the truck back was nice.

Happy with my moving experience. They gave me a discount on my mileage at the end which I really appreciate.

I had made a reservation for a 10am pickup for 6 hours. But I called later and changed the reservation to 11am. This means that the reservation should be till 5pm (6 hours) but the person at the desk said that I had reserved it till 4pm so I have to return it at 4pm. Your website does not even have the option to choose the drop time, it just has the number of hours needed then how the hell did I book it till 4pm? I asked for 6 hours and thats what I wanted. The person at the desk was not at all cooperative and said I have to return in at 4. I should just have cancelled the reservation and made another one. I did return it at 4 else I would be charged extra. The lady who was present for the drop off was friendly. And the 2 stars that I gave are just for her.

I dont remember the guys name unfortunately but he was awesome. He went out of his way to help me today when they should have been closed!!!!!!!!

Avoid this place at all costs!!! Do you need a truck for more than seven hours, DO NOT USE THIS LOCATION! Jeorge (Owner) is unbelievable... totally unprofessional, condescending, and my opinion a crook! They accepted a two day rental agreement in March, a month later THEY CHANGED IT TO A ONE DAY 7 HOUR reservation!!! Then made it sound as though it was MY FAULT that I could not move in one day!Good luck, If you use this place… Just dont need a truck for more than seven hours!!!!

If you dont have a cellphone after-hours checkout is impossible. Even with a cellphone it was tedious, took an hour due to webfailures. They then charged us fake latefees, over this outrage instead of a discount for the hellish checkout. I guess the days where it was as easy as dropping off keys are last century.We werent told in advance smartphones were needed either.

Carlo is such a nice manager! He helped us find the perfect truck for our needs. The best UHaul manager in the city.

If I had a chance I would give zero. Without informing me, and without any reason, they have charged me extra 150$. They have claimed that I have a damage on the car, bu the car had damage after I already returned and parked it in U-haul. They do not provide me with any proof or video recordings. I have also written claim letter to their insurance company, they never returned me back.

Horrible!!! Avoid this place at all costs! I reserved a self service u-haul and when I showed up to pick up my truck I get a message saying Looks like a piece of equipment has not been assigned for this reservation. Please contact the number below for assistance, 24 hours a day. The number is for Jorge White who WILL NOT ANSWER HIS PHONE!!! I am outraged, he has left me totally screwed. DO NOT GO TO THIS LOCATION!

Five stars for Isaac. Ive been to a couple u haul locations in Toronto concerning our move from Toronto to brookline and had the worst experience in Toronto. But in brookline, Isaac has been so helpful each time I visited this location. Hes a genuine guy.

Terrible place pick up my trailor costing me $871.26 which is ridiculous seeing that its not taking gas or miles and the worker that was there was intoxicated too which shocked me as I drove the trailor with my truck the back wheel of the trailor locked after taking a wide u turn and other drivers had to come assist us by pushing the trailor trying to get the wheel to move with me pressing on gas causing my transmission to blow called road side assistance from u haul and they basically laugh and hung up the phone on me I had triple AA but they could only take my vehicle not the trailor which I tried to explain to uhaul so I to long story short had a mechanic check the wheel of the uhaul and my vehicle and I paid for it and manage to get the uhaul with the help of a officer to another uhaul mind you Im moving out of state from Boston when I got to a uhaul they the general manager dismiss me and I called customer service and they too could not help because they said its the GM of Brookline that can refund you or give you a discount since I didnt make it to my destination everyone was trying to reach the GM of uhaul in Brookline name Dixion Louis who refuse to answer our calls and avoided us so I had to come out of pocket again another $700 for a truck and a vehicle transporter for my car to get to my destination and uhaul said they would make sure I was taken care of I had insurance on my uhaul waste of money I file a claim and provided evidence that they asked for and they refuse to pay for any damages which will cost me almost $3000 but all I wanted was my refund or a partial refund from Brookline uhaul for the trailor Situation which I thought was very fair and the manager Dixon Louis is a con and liar try to tell me hes been trying to call me which he didnt I was waiting for his call and called him many times he even hung up on me a couple of times he is so rude and promise he would take care of me only to tell me nothing he can do uhaul officially lost my buisness for good and Ill make sure to tell everyone I know to avoid this location and to record anything with uhaul for there protecting because they lie and the marketing company president Jorge White is a waste of time never called me back when they said he would and didnt even bother talking to me even though it was another uhaul manager thy provided me his number and told me to call him way to go U-Haul you lost a loyal customer SCAMMERS!!!

They can *take* the reservation, but they cant *hold* the reservation. What is the point of the reservation again?

People who work there does not give you the trusting warm feeling, they do not inform you unless you ask them every detail. Place is convenient though.

Easy and quick

The service is ridiculous. I came to the uhaul store on yesterday and made a reservation for a 15’ van. When I come to pick up the van today, I’m told there is no 15’ van available and they don’t have my reservation! I wish I can give a 0 star to them

Thanks to Mr Tomlinsen (sp?) for finding the problem with the fuses and getting the our trailer lights to work so we could return to Ohio. He took an hour out of his time to help get us on our way. Very Much Appreciated ! ! !

Carlo and his team work very hard and have to handle lots of different jobs at once. He installed a trailer hitch on one of our SUVs quickly and inexpensively. Thanks, Carlo.

Great service

Customer service was great - didnt have any issues. Its U-haul so its not the cheapest or best quality vans, but I would go back.

Good place. Fair prices

No parking nearby, but the workers are generally helpful and pleasant.

Nice staff

Reserved a Cargo Van by U-Haul with ease. Even when I went over my four hour rental limit, the employees were more than understanding and wavered any late fee.

Dixon is the best, always super helpful.

So unprofessional and greedy over charge you for there mistake and scam you for your money Ive been a customer for uhaul a long time well they officially lost my business plus when I came to pick up my rental the employee was intoxicated wearing sun glasses and it was night time plus I did not get what I paid explain this to the general manager who offered me a refund of some sort which in the end went back on his word and lied terrible thank you for stealing my money!

Had a good experience with people and trucks here while moving in Sept. 18.

Great dudes that do the job quick and right

Great service!!! Eury was great!! thank you for everything!!

Staff was very helpful and even assisted loading my car with boxes I had purchased. I have rented from this location several times without any issue.

Good experience!

Ok value, they get you on the miles and gas. Easy pick up and drop off.

One of the better Uhaul outlets

A U-Haul store. They were helpful.

Your regular u haul in a convenient location

Ok... We had to wait for almost an hour, the place was packed with only one guy working. Later on another employee came and started yelling at everyone to move their cars. When we finally got the track it had less fuel then stated.

Rented a truck from this location, which ended up taking almost 2 hours. The people working there had no idea how to use the system and process my rental. They ended up overcharging my card, wasted time during move day, and barely reachable over the phone.I wont rent from here again

Easy in, easy out.

Great stuff and really easy process

Understaffed in the extreme so budget a lot of time but they have the moving supplies you need.

Great Experience, Very Helpful

Very helpful.

Perfect customer service

Great service!

Customer service is..not

Great staff!!

Good

An extraordinary service, first-class service for customers