U-Haul Moving & Storage of Framingham-Southborough

I rented a truck on New Years Eve & Danny was the only employee working that night. He was juggling managing the phones, cleaning and prepping trucks all by himself, mid you the place is huge! I was running late for my appointment and he was extremely kind, as well as, accommodating when I arrived. He's a hard worker & I appreciated his customer service etiquette. His exceptional service certainly stuck out to me because it has been in the back of my mind to send a great review. Thanks Danny! Great job! The world needs more people like you! :)

We reached the location at 2.30pm and agent Daniel was very friendly and made us feel welcome.

I took U-Haul truck from Canada one way which comes with one month free storage, which I booked in advance.

Daniel took us to all available units and asked us to choose the best one. He then took us to front desk for check-in.

When I booked, Canadian Drivers license was accepted as a ID for the booking. When Daniel was checking in, he had no option to select Canadian province which was a system limitation. He tried his best and finally had to reach out to Kazandra the GM of the facility for assistance.

She tried as well. Finally after 10 minutes, she says problem is driving license from Canada. I then gave an option of my brother-in-law who was also added to rental contract, to be main person for the booking. They asked if he can liable for the booking. Not sure, what liability when my card is on file. Off course my brother-in-law agreed in front of them. They then said yes it is possible to add him. I can be authorized user added to the booking. By then it was already an hour past after we reached the facility.

System had further glitches in saving the details. I was casually chatting with Daniel who was friendly mentioning that it is strange not to accept Drivers license from Canada when booking was made by me using the same ID. I said it is poor system design and a limitation. Kazandra instead of taking this as a feedback stepped in without any excuse or courtesy. She was already rude multiple occasions stating there is no other way to check in then waiting. I never complained. Patiently waited for 1.5 hrs for check in process to complete. When she interrupted my conversation with Daniel, I mentioned I am not talking to her and sharing my feedback with Daniel. For which she took rudeness to next level stating it does not matter if I am talking to her or not. She threatened that she won’t allow me to get added to the booking and she will not allow storage on her facility. Is U-Haul storage or company owned by her? What is the point of such GM who is rude and does not take constructive feedback?

Daniel should be GM who handled situation asked me to calm down and he will help, which instead should so called GM approach.

I paid around USD 1300 for the booking. How can someone threaten me not to allow me to the facility for them being rude?

We drove such a long distance of 720 miles in snow storm and we get this treatment from GM.

All efforts took by Daniel went into drain and resulted in bad review due to so called GM. I wish I could give 0 star.

Daniel was exceptionally GREAT! I was so pleased to be greeted by his smiling face and quick help. I have had several poor experiences with other UHaul locations in the past. It was a pleasant surprise to have this truck rental experience be easy, problem-free, prompt and friendly. Give Daniel a raise!

Thank you!