U-Haul Moving & Storage of Malden Center

To begin with, I am an international and had no experience in moving and dealing with contracts.
The overall experience is awful, ugly and disgusting. They impose an extremely high penalties if you don’t bring the truck to the designated location.
I picked the truck in Waltham, MA. The personnel was not paying attention and absloutely unhelpful, given I told him that I was totally new to this. He did not disclose that fees for not returning the truck varies from day to day, and can be extremely high in the end.
I dropped that truck in a location which was only 10 miles away, and I was charged $ 206 extra. I did not know at that time that the was the amount for it. So I called later customer service and file complaint. I was told that the manager would call me in 3 business days. As one can understand, no one ever called so I had to call them again and stay on the line. Then they started bouncing me from manager to manager telling me that this issue was not important and implying to get lost. They did tell their names, so I can only guess if they were real managers. Then I managed to reach the traffic control manager, Kevin, who also did not tell me his last name, so there was no way I can identify him. I explianed the situation, that if I had known about this, I would have delivered in stated location. The distance is only 10 miles, so the mileage costs could only 15 and some extra for the gas instead of 206. He did not even try to listen to me, and told me that I can compare the service they provide with any, even MacDonald’s, but at least they tell you everything they charge for. Literally, Kevin made an impression of uhaul as «joke» company.
Overall, the customer service at pickup location is ridiculously awful, the management does not give a damn about their customers, however, they are exactly who need need to set and keep good culture at the company. They don’t help customers at all. The business model they opearate is good but the implementation is dramatically terrible. I strongly suggest anyone findind time and/​or money and going to other providers of such service feeling you will not end up with the feeling that uhaul tool advantage of you.

Very poor customer service. There was a mistake made when I reserved my truck online so I asked the attendant to rectify the situation. However, he did not know how and told me I had to go online and do it myself. I had to go home and and make two separate calls to customer service myself to try and get my money back. Still waiting for confirmation. I’ve used U-​haul many times in the past but this was the only time I’ve had a problem. Will not use this location again.

Awful experience here! They lie about the amount of gas you return the truck at, and then charge you a ridiculous amount for the «fuel you owe». Would not recommend this place to anyone.

This is an efficient, clean, and well-​run shop, and the staff were professional, helpful and informative as to what the costs were, how to read the contract, where to fill the gas tank to, and where to return the keys if it was after store hours. I should have thought of this earlier. Highly recommend.
Note: the rental shop itself is tucked off-​street, the driveway entrance is after a building to the right of the UHaul storage unit entrance. If lost, call them, they are helpful

Moving is a drag, but this place makes it as easy as possible. I was scheduled for 3:30 in the afternoon, but I called earlier in the day and the truck was already there, so I just went and picked it up. This is the end of August, but there wasn’t a line, and I was in and out really quickly. I’ve moved half a dozen times, and every other Uhaul has taken like 30 minutes just to pick up. Not here. Fast, friendly, way better than any others in the area.

My husband and I were moving from Everett to Medford in 2007. We rented a U-​Haul truck for twenty-​four hours — beginning at 9am and ending at 9am the next day. We kind of had to move on short notice, and only had two friends helping us, so we spent the better part of the day actually packing stuff in boxes and putting it in the truck. By 11:30pm of that evening (when we’d finished loading up the truck), we knew there was no way we were going to get our stuff to the Medford apartment and unload the truck. We needed to extend the reservation, but by 11:30, the office was closed. But we figure, even if we can’t extend the reservation, if we return the truck late, the contract said that they would charge us $ 150, so worst case scenario, we would just eat the fee.
We called them the next morning. My husband informs them that there is literally no way we can get the truck back to them on time, and asking if they can either extend the reservation. They say no extension is possible, that someone else reserved the truck after us, and that they had NO MORE TRUCKS IN THEIR LOT, so they couldn’t give the next person another truck, so it was IMPERATIVE that my husband get the truck back to them. (Note: we moved in July — this wasn’t in September where everyone and their brother is moving in. There were lots of trucks available, as we would find out later.)
Husband says, «I know, I’m really sorry. I’m going to have to get it to you late.»
«Well, you *do* know that if you return the truck late, we’ll charge you $ 150, right?»
«I’ll pay it. I don’t even care,» he said. Then they put him on hold…
«Sir, if you don’t get the truck back to us by the time you agreed to us, we’re going to call the police and report the truck stolen.»
«STOLEN!!!»
“Well, yeah.”
«THERE. IS A VERY BIG DIFFERENCE. BETWEEN CHARGING ME $ 150. AND TELLING THE POLICE I STOLE THE TRUCK.»
So anyway, what resulted from this is that we unloaded the truck, and I was left to guard our worldly possessions in the driveway of our new apartment as my husband returned the truck.
Husband gets to the U-​Haul place. The lot is full — trucks everywhere, in every size, as far as the eye can see. So much for the claim that they had no spare ones to give the person after us.
The employee who took his call says, all faux-​cheery, with a big shit-​eating grin on his face, «Oh! So you DID get the truck back on time!»
«So I did,» Husband replies politely. «Just for future reference, it’s not usually good business practice to treat your customers like potential criminals.»
We’ve used Budget for all our subsequent moves.

Terrible experience. The truck that we received obviously needed a lot of service. We were lucky to be able to stop the truck, even without cargo, because the brakes were so bad. I could hear them grinding.
A few miles away from the facility, we had to stop because there were loud banging noises coming from the back of the truck. We opened it up, and realized that the dolly was not secured. I tried to secure it, but the wing nut on the harness was so rusted that it couldn’t be opened.
To add insult to injury, they charged us a cleaning fee even though the back of the truck was spotless.
Be very aware of the truck you are getting. Test the brakes before you leave the parking lot. Make sure to have someone come out to inspect the truck before you leave the keys to confirm that there will be no cleaning fees. Get everyone’s names so you can document your experience.
If possible, avoid this location at all costs.

I did not have a good experience here.
I was moving and had reserved a large truck.
So I get there and I they tell me they do not have any more trucks, and the one that I RESERVED is unavailable.
Mind you, I have a PAID RECEIPT in hand, and I am moving and am totally stressed out enough, and I am close to freek out mode.
So then the manager told me that they have smaller truck that I could use and they would waive give me like $ 50 off the cost.
I had no other choice. I took the small truck and had to make 2 loads with it.
I would not use this place again, or would recommend them.