Customer Reviews for U-Haul of Hollywood

Rating:

2.0

Honestly the truck has issues on the free way the truck alignment was scary, the car kept bouncing. Had ants alllll over my items. Windshield didn’t have fluid. Not a great experience

Rating:

5.0

The guys in the store were great. They improved my day and got me in my truck quickly.

Rating:

5.0

I rented a truck earlier this month, and as always, it was a great experience. The customer service and management team are excellent, the trucks are clean, and road assistance is always reliable. I’ve even called them while on the road with questions, and they’ve guided me thoroughly every time. Returning the truck the next day is always smooth—they’re on top of everything. I’ve been picking up trucks here for the past 10 years, and I don’t even consider going anywhere else. Thank you, U-Haul Hollywood, for consistently providing such great service!

Rating:

5.0

Very good customer service I give a 10 will used again

Rating:

1.0

I reserved a van. I showed up: no van. I reserved a truck, on the app, in person, at the location. I’m told there’s not truck. I need to reserve a larger truck. I finally reserve my larger (too large…unhelpful large) truck, and I cannot park on site. There’s not parking for blocks and blocks. I think this location reflects the larger en-shitification of society, and private equity squeeze on businesses. There were two people working. Obviously they couldn’t check us in for a truck, we had to make a reservations through the app. Nothing can be done in person. There’s no way for me to just ask what vehicle is available and rent it. No. Instead…we make a reservation through the app for hours later. Of course we leave and come back. When we come back the van we reserved through the app is not available. There’s supposed to be a 50% off guarantee if your reservation isn’t available. Of course we can’t apply that discount because we need to go through the fucking app again to reserve a new truck. Oh and the employee doesn’t know how to get the guarantee, oh and he didn’t know I reserved a van that wasn’t available. Oh, after using the shitty user interface app for 15 minutes again, now we find there’s no trucks of the next size up available. Could an employee not have told us this? Are you really making that much more money switching to the app? Why am I, as your customer entering data for you? Do I need to go through your computer program to see what fucking rental is available? Oh wait…I did, and it wasn’t. Do I work for you? What the fuck is wrong with you people? I’m in the store looking around at three or four people craning their necks trying to chop through the thicket of this app and this user interface with their iPhone machetes. Are we not paying YOU. YOUR BUSINESS for a rental? Or are we just meant to struggle through your bullshit to get the rental, and we should see that as a privilege? Is there any customer service here? I worked for the money to pay for the rental. Do I fucking look like I want to do the work for the rental company to get my rental? This new business model sucks. You guys just feel greedy and inconsiderate to work with. Not the employees who were gracious and clearly following the rules. YOU. The stupid fucking business owners and whoever had the bright idea that this should go through some 1990s quality digital interface instead of a minimum wage employee. Get more employees (all of them were great when they weren’t referring us to the fucking app), pay them more, and cut the bullshit service. I don’t fucking work for you. You work for me. And if I have to do your work FOR you to use your service I’ll go someplace else. I want to be crystal clear. Every employee was a pleasure. Very good service from the people. Your app, and the interface between your app and your business is a fucking joke. I hope the other 3 people I saw when I was there, struggling through an unpleasant experience trying to rent a fucking truck also take the time to leave a bad review. You guys (corporate/ownership) need a wake up call. You’ve got decent employees. Let em do the job. I don’t fucking work for you.

Rating:

3.0

The man that helped me in the morning with my reservation was great. When the Koreatown location didn’t have the rental items I needed for my reservation they referred me to the Hollywood location. The minus 2 stars are for Renee, who at drop off, accused me of lying and over charged me. I already submit a claim and email to customer service and just hope that he does better in the future.

Rating:

5.0

Soupe was amazing customer service I highly recommend this location Best customer service thank you guys and especially Soupe girl you love your job and it shows well

Rating:

4.0

Dolly that I ordered was not included without notification. I would like to have been notified. Everything else was good.

Rating:

5.0

Staff was helpful and the vehicle handled remarkably well

Rating:

5.0

The staff were incredible. Renee & John both went out of their way to make my experience easy, convenient and effortless. One of the best customer service and staff experiences I’ve had in a long time. Thank you again.

Rating:

5.0

The employees were nice and friendly. However, the van had a low back tire, only 1/8 of a tank of gas, and the cup area wasn’t clean. The location is convenient, but I guess the gas is just difficult because people siphon it. It was just a little inconvenient to have to gas up when I’d only gone 20 miles

Rating:

3.0

The van I was assigned had absolutely no gas in it and I didn’t realize until I was a block away. The people working were very helpful and friendly but the place seemed under staffed.

Rating:

1.0

Holy cow. The customer service was the worst ive ever experienced. For starters I arrived at 6:49p and they tried to tell me they were closed, even though their hours are until 7p. This older Hispanic man proceeded to curse out my girlfriend after she had told them that they should probably help the two girls struggling to pull out. Just rude overall. Pathetic and atrocious experience. I will never come back to this location and I will tell everyone I know to not go as well. Do better truly.

Rating:

4.0

Right rear door sensor keeps going off and has to be opened and closed multiple times to turn interior lights off and remove sensor off the dashboard.

Rating:

5.0

We have a Corporate account with you so this particular location is heavily used by us in the Los Angeles area. The staff is very friendly, knowledgeable and helpful in making sure we have the proper equipment for our needs and comfort. We've been coming here for quite some time but lately there has been an uptick in our rentals. The staff are more our friends that service providers and that's huge with us. Their appreciation to details from cleaning, air conditioning, even mechanical maintenance of the vehicles are top notch!! We know all the staff by name. It's wonderful to see they give the same type of appreciative service to all the customers. WE LOVE the Manager - all around great experience. This is the only location we always come back to - if the equipment we want is not available. We will wait until it is. This team is worth the wait!! Our apologies for not speaking up sooner. Happy to give you your e-flowers :)

Rating:

1.0

first of all, they make you enter all the info through your phone when they used to do that in the computer much faster and easier. now, you have to do it yourself on your phone? doesn't make sense. when I dropped off the truck, I left they keys inside the truck as I've been doing it multiple times every time I rent a truck from them. this time, I received a call from the stuff saying that they will charge me for a locksmith. I get it, its a new way to do the drop off so I understand that part. although, I told the manager that I could open it since I have the tools to do it and she agreed. once I was going to do it, I overheard a conversation she saying to a person, check that guy if he scratch the truck ill charge him extra. what? so she doesn't care about a client just to make couple extra bucks for the company and probably for her if she's getting a commission. that lady stomach me .

Rating:

3.0

I am frustrated because was overcharged twice. I was overcharged for a furniture dolly that I didn’t even order or receive and I was overcharged for a second pack of moving blankets that didn’t come with the truck. I told John (who was very very nice and helpful) that these charges showed up on my account and that he would remove them manually, but they still appeared on my account.

Rating:

5.0

Although the app was giving me a hard time, Supy Matos went above and beyond to facilitate my pick up and all of it with a wonderful smile !! Thanks again, will definitely recommend this location

Rating:

1.0

The customer service wasn’t the worst but the truck was horrific. Rented this truck for a job to drive up to San Francisco with 50 big plants. There was NO SUSPENSION. The truck bounced insanely damaging the plants and making it unsafe to drive. The brakes were also terrible. Windshield and windows were dirty and never cleaned making it hard to see through with the sun coming in. Horrible and unsafe truck.

Rating:

5.0

You guys are the best.

Rating:

1.0

Don’t force customers to do everything online. It sucks

Rating:

5.0

Supy was an absolute pleasure to work with. She helped us throughout the entire process, making sure our truck was available at our preferred pick up location and all the supplies we needed were ready to go. Her friendly and professional disposition made it a very positive experience and we would recommend this location to anyone.

Rating:

1.0

When I wanted to return it people just started putting the vans anywhere, also I didn’t even use it.

Rating:

5.0

Nothing in particular everyone who works there does assistance every single guests who walked in. Thank you

Rating:

5.0

Excellent customer service at this location. The manager is a really experience person and treat customers with a lot respect. Great experience at U-Haul Hollywood.

Rating:

5.0

The staff at the location were prompt, helpful, and friendly. They made the experience super easy!!

Rating:

5.0

The assistance is always appreciated. All workers are always given good customer service. I've known this location for years I give them ⭐ ⭐ ⭐⭐ ⭐ thanks

Rating:

2.0

The manager of the store was rude. She was not helpful during my pickup. She told me to log-on to UHaul.com to check -in and she walked away. Another customer service rep at the front desk was nice. He helped me do an online check in and I was able to pick up the truck within 15 minutes. The truck was clean and ran well, however it was a gas guzzler, less than 10 miles per gallon with only 1/2 a load in the truck. Return was easy. I parked the truck under the canopy and the customer service rep did a quick inspection, took the mileage and I was set to go. The neighborhood is a bit shady. I saw 3 guys doing drugs just outside their gate and another 2 guys screaming at each other, challenging to a fist fight.

Rating:

5.0

The mobile checkout system is pointless. We had to wait fifteen minutes to be approved by the app.

Rating:

2.0

If u haul employees are not set up to work with customers, u haul should have large tablets/screens to help the customers do all the input work to get the keys. The manager barked orders to me and a few others in the store. We were trying to figure out the steps as she stood there waiting to hand out keys. $19.00 van ended up costing $178.00 Cool. I will avoid ur operation.

Rating:

1.0

I got in my truck and there was no gas. i went back in and was told the gas was stolen and it was my problem to fill the truck up. I should arrive with a truck that has gas. Unacceptable.

Rating:

2.0

doing pickup and dropoff via an app while standing in the same room as actual humans who are on the clock working at that location is the dumbest shit on earth. Stop making people do this. It's awful.

Rating:

1.0

Picked up the van at 6:30 when the location closes at 7. Upon getting into the van, I noticed it was completely out of gas and had a poor smell/was noticeably dirty on the inside. I tried to walk back in to ask for a different van in the lot, but the person working at closed up 15 minutes early and already left. It was so low on gas it ran out on the way to the gas station. Within 5 minutes of picking up the van I was on the phone with 3 different customer service reps, who all told me different stories of how it “wasn’t acceptable but there’s nothing they can do” unless I wanted to pay $300 to have Uhaul roadside assistance bring me 3 gallons of gas. Ended up having to call AAA. Usually have a great experience with Uhaul, but this one fell so so so short.

Rating:

2.0

The woman running the counter was incredibly rude.

Rating:

5.0

The bilingual staff was amazing.

Rating:

5.0

Jesus was really helpful and went above and beyond to make sure we had the tow dolly and car loaded correctly.

Rating:

1.0

Truck was not ready on time, front desk had no idea where it was, gave it to me an hour late and then yelled at me for not being there earlier (I was there an hour before they even arrived!). Horrible experience, useless and inconsiderate staff

Rating:

4.0

Excellent service from gentleman on early morning shift 7/22 who went above and beyond to help me.

Rating:

5.0

Really nice staff - went above and beyond.

Rating:

5.0

They were very helpful

Rating:

3.0

Booked a trailer for just over $40, but was charged nearly $85 at pickup. No changes were made — same pickup/drop-off times, locations, and insurance. Staff couldn’t explain the price jump and just told me to call support after the trailer was already attached. Totally unacceptable.

Rating:

1.0

Barged me for gas when they gave the truck to me empty so I returned it same amount and they still charged me

Rating:

5.0

Excellent quick service, thank you!

Rating:

5.0

Everyone was friendly, knowledgeable and extremely helpful. I would only go to a u haul owned location and avoid a franchise.

Rating:

1.0

I'll be boycotting UHaul from here on in for your silence and perceived support of white supremacist Nazis and their use of your trucks while violating your own terms of use (multiple Nazis riding in the cargo area). I'll just pay the money I would have spent on your truck to a neighbor or friend to use their truck.

Rating:

5.0

I am a regular U-Haul renter (1-2x per year). I usually use the Pasadena location on Lincoln (fantastic people there), but this time I needed something closer to the city for a quick move. Luckily, I came to this location on Hollywood Blvd. Benjamin was a total service pro. He was quick and friendly, just fantastic. He even offered a place where I could park my car while the van was in service. This is now the second location I am happy to advocate for without reservation. Great experience. No one likes moving, but having people who take the stress out of the move is a game changer. A+ snd 5 stars all the way.

Rating:

3.0

Staff unhelpful. They force you do to everything on your phone. Not even sure why there are people there. They don’t help you with anything even though they’re standing in front of a computer. Make you sign in to some awful app and spend 20 minutes clicking stuff on your phone. Dumb.

Rating:

1.0

This entire process sucks. There are people that work there but they make you do everything through the App. It’s totally insane. Just let me look at the vehicle with a human, there is no cell service there and I don’t want to download a fucking app to check out the car. Truly hate this entire process and everything about it.

Rating:

5.0

MARCOS WAS KIND AND VERY PROFESSIONAL. THE BEST OF THE BEST!!

Rating:

4.0

Very busy place, but fast service.

Rating:

3.0

The Uhaul app doesn't work Reservation was canceled multiple times

Rating:

4.0

Mandated personal reference (or whatever it’s called) contact information to rent a dolly was a little excessive. Understandable for a truck, sure, but let’s think a little bit about matching the requirements to the equipment. Thanks.

Rating:

4.0

waiting for the 1 sales clerk to help took a while but that was mainly because of the customer ahead of me

Rating:

4.0

Biggest issue - Your prereservation and check in process doesn't work. I logged in all of the information including attaching copies of my DL. I then arrived at the store to pick up the truck and had to go through the entire process again which delayed me by a good 20 minutes. Either do it online as it says, or employ people to do it on location since they needed to walk me through the entire process anyway. It was extemely redundant and time consuming. The employees at the location were excellent and easy to work with.

Rating:

4.0

On pick up day it was very busy, the mobile system was glitching, and although the man working was amazing and was helping several of us at the same time, there needed to be another person there helping. I don't think it works to rely on the mobile system, especially since it is not fool proof. I think the best use of the mobile system is for truck return after hours, and some things like photos of the driver license. I do go out of my way to use this location because overall the service and trucks are so much better than other locations in the LA area. All the people who I have encountered working there are very nice, and truly want to facilitate the pick up and drop off though.

Rating:

5.0

The app. The check out was horrible. I stayed in the parking lot from 7:30 until almost 9 because the app kept on “loading” and would get stuck in the last step. I signed in to another device and the same thing happened, and then my reservation was no longer there. It was so bizarre.

Rating:

5.0

Fast and easy process and friendly service. I will be back for sure.

Rating:

3.0

The person at the counter was wholly unfriendly. We had to kindly ask her to remember we were new at this process. She was rude and short, and impatient. For this reason alone, I would really hesitate to recommend this location to anyone. However, the person helping us locate our truck, outside of the facility, a middle man, was great. Very helpful, kind, and friendly. He's the one that should be running the place and the only reason I would rent from this location again.

Rating:

5.0

Nothing at all. It was a pleasant experience.

Rating:

5.0

Excellent customer service. They were very kind, helpful and knowledgeable

Rating:

5.0

The UHaul System was down when I picked up my reservation on Friday 3/14. While it was an unforeseen delay, Sandra was especially patient and helpful and made sure to do everything she could to push the reservation through.

Rating:

5.0

Your exeient!!

Rating:

5.0

Great customer service

Rating:

1.0

My u-haul was stolen….why am I being charged for the gas??

Rating:

5.0

I will definitely rent from this place. Manager and employees are hard working and welcoming people.

Rating:

5.0

always a great experience, the only thing id change is having a little more gas in the tank at departure;

Rating:

2.0

I was given a damaged 30 year old trailer for a move from California to North Carolina and my trailer broke down in rural Arizona due to broken leaf springs. I had to wait for hours to be towed to the nearest Uhaul to have my items trans loaded into a new trailer. My entire move was pushed back a day and I had to change my plans, including rearranging my Airbnbs, rescheduling my planned movers when I arrived in NC, I lost a day of work, and I had my cat in the car for an additional day. I was told to expect a call to discuss reimbursements and no one has contacted me. The oversight it took for this location to give me such an old, apparently not well-maintained trailer before literally driving across the entire country was unsafe and unprofessional. Roadside assistance was very helpful and worked as quickly as possible to resolve the issue, but I believe it could have been avoided from the start.