Did not like anything about my experience with this U-Haul location. The check-in process took forever. The guy sitting at the desk said I had to do mobile check-in even though I selected desk check-in intentionally when reserving the van. I tried to do the mobile check-in but the webpage kept jumping back to a previous page for 10 minutes. The guy at the desk said he could only check me in on his computer as a last resort. I was running late for work and had selected desk check-in so my dad could pick up the van since he was going to be the one driving it. After 10 minutes of us trying to do the mobile check-in, we asked the front desk again to please check us in, he finally did and it took him about 45 seconds. It was very frustrating. We received the van, the take was at 1/4 full of gas. We returned the van at 1/4 full. And then several days later, I received an email saying there was a fuel refill charge since we didn't bring it back at the same level we received it. There was also a "late fee" they were "willing to waive" if we paid asap, even though this was the first notice I received on this (unwarranted) charge. I disputed the charge, received a call from presumably the same front desk guy, and mid conversation he hung up on me. There was some nasty brown sludge on the dash, but, we were already running behind so couldn't request another van. There was also a loud mechanical noise that came and went during the rental period Not going to use U-Haul again. I've used them in the past with no issues, but there were way too many issues this time around. Not sure what changed in the last 5 years, but a lot apparently with the way U-Haul currently operates.
Glenn HCustomer Reviews for U-Haul of Hollywood
Testimonials From Recent Customers
Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.
I always go here The employees are excellent and friendly.
gary dStaff was very helpful
Michael KCouldn't even find parking for the 26 footer. Vehicles parked in all directions after hrs. I would never use that location again.
Francis GThey charged me extra payment for two days . But they told me 24 hours I can use .
Sai KEasy to pick up and drop off. Truck was in great shape.
Sophia Athanks
Oleksandr OI got a text to check-in and clicked on the link. But it just went to the U-H website, with no link to check-in. That would have saved me a little time. But the woman who checked me in was very nice and efficient.
David WSuppa, Caesar and Marcos are top tier professionals. I appreciated their wisdom, customer service and kindness.
Kimberly LThe owner is extremely rude. When I entered the store, she didn’t greet me. During the entire interaction, she acted as though she was doing me a favor. Her authoritarian attitude was extremely off putting. She was ungrateful for my business and seemed to resent me. When we were done, she threw the keys at me, and offered nothing in the way of instructions nor did she ask if I had any questions. Sie kept saying, “Use the app” (the location has no wi-fi & she acted very annoyed entering the data manually.) when I left, she was extremely sarcastic. The employees couldn’t have been nicer.
Thomas MGreat customer service by manager !
Stefany MVery professional team.
LAURENCE BI rent all my vehicles from this Uhaul location! The staff is always very helpful.
ROBERT PThe equipment has always been clean and ready to go Staff is extremely helpful Keep up the good work
CARYL TThe location changed. I did not get the utility dolly. It 83 miles until empty. I returned it with 103 miles and was charged extra.
Bernard NGreat service, helped me with understanding how to use the new keyless technology. Thank you for making this a smooth experience.
MICHAEL EI had a last minute move of a couple couches locally. From the second I walked in I was greeted and welcomed, guided through the process smoothly and was on the road in short order. I was done in 2 hours and Marcos received me with the same professionalism and kindness and the lady who helped me earlier. Will definitely come back for all my moving needs
JOSE HI was given a truck that clearly either has not been maintained or has issues that were ignored. During my drive this truck began flashing the engine light, traction control turned off, the truck became extremely shaky and power was lost. Literally only able to go 30mph, downhill! After being stuck in the desert in 100°+ temps, we were towed to vegas and given a new truck. Fast forward to Monday, where I was called by the hollywood store manager and told the vegas location said there was absolutely nothing wrong with the truck and no refund will be allowed! Excuse me?! I would caution anyone before getting a truck from this location.
Charles FVery crowded and hard to park
Harrison SEverything’s great. The people are good at this location. I always use them.
EURI DThe gentleman who was working that night was absolutely fantastic. He was one of the most courteous people I've ever worked with.
Charlie FPlease fix your mobile app. The check-in experience ruined a good half of my day and it’s absolutely absurd that you had the problems that you did! Absolute trash and an embarrassment to your company.
Dzintars KI called to make the reservation and specifically stated that I needed to transport something 10' long. They assured me that the 10' truck would work and after driving an hour and struggling with my items for over an hour, I had to return the truck. I now have to to start all over again when the person who answered the phone could have just told me that tje next size truck-for the same price-would be the better option. As for thr equipment being well maintained, the window rollup/down lever was missing the round thing used to rotate the lever making it hard to raise/lower the window. Lastly, they should not be renting out vehicles without gas in them.
charles hExcellent customer service.
huascar rPlease god update the app. If you’re going to require a dozen photos to be uploaded before checkout, make sure the locations have better lighting at night (app can’t read IDs with one sodium lamp) and put cell repeaters on the roof (2 bars ain’t enough. This was in the middle of a large city). Checkout took an HOUR. Return took 40 MIN bc the app can’t upload pics. Cmon yall.
ROBERT HWell managed . Your employ although new was competent and helpful .
DEBORAH RI'm a totally happy camper!
Sono AThe employees at U-Haul of Hollywood were very professional, precise in communication, helpful, and kind. I would not hesitate to go to this location again.
Jeremiah Alocal staff was nice. corporate has nothing to do with my rating
Daniel ZThe location itself was fine the APP and the UHAUL BUSINESS ITSELF was ATROCIOUS. They had us upload the headshot and driver's license upwards of ten times over the course of an hour and would not let us rent the uhaul until finally we had to do a callback with a Uhaul customer rep who did their best to help us but we still had to stand at the Uhaul lot for over an hour trying to rent the uhaul and then they had us give a number of a third friend to confirm that we were human beings. Atrocious stressful one of the worst customer experiences of my life.
Sylvie WGreat service!
RODNEY DService is always great and the staff is all friendly. My only complaint is I started the rental with only an 1/8 of a tank of gas
CLIFFORD MYou guys are Great. Thanks
Viviana MThe rate and the truck were great. The automated check in system takes a long time and doesn’t feel like great customer service.
Kyle CBad overcharge
Iaroslav SVery simple quick and friendly transaction. Thank you!
David JWhen I signed the contract I was told the rental was for 3 days. The evening I rented the trailer I was told I had to return the trailer in two days.
Scott PVery efficient Mario and Thomas
LYNNE ASupatra (Supy)was sooooo kind and helpful
Patrick MBest team and costume service
Leandro WIt was fine.
Richard WEverything went well very nice people at both locations in LA and Las Vegas
KATHRYN JThe before business hours pickup was super easy. The drop off went smoothly with no hassle.
AURELIANO LWhen customers are stressed about moving, and everything that goes with it, you know what makes it worse? Making them do the entire truck rental process themselves instead of a U-Haul employee doing it. The process is so cumbersome for someone who doesn’t rent trucks on a regular basis. I absolutely 100% hated it, and will probably never rent a truck from U-Haul again because of it. How about you pay some employees instead of making your customers not only pay for the truck, but also work for you? Also, since I booked the truck in advance, I thought it was going to be a quick check out - but in your whole dumb process, it was surprise! You also have to provide someone else’s contact info so we can verify your identity? WTF is that? You have my ID, address and credit card info, what does someone else’s phone number, who you didn’t even contact, do? Is it for future marketing purposes? There was a really nice employee on the premises who I tried to get to help me, but he informed me he couldn’t, I had to do it myself - but he was happy to stand by me and talk to me the whole time. I left U-Haul so incredibly angry.
Carrie WI was happy with how easy it was to schedule and pick-up the rental van. The women at the front desk was nice and helpful. The only note was that the rental van was low on gas but everything else was great.
Michael VExcellen
EFRAIN ZI’ve been to several U-Haul locations and I think this is the best one. The employees are very accommodating and helpful. It’s even a little out of my ways, but I’d rather go here with no problem and stress free move, then have to deal with problems and other places.
Shari CMeet the manager, she’s funny. Give her a raise
EDMUNDO QBery 👍
Efrain ZThe chinese lady is so trash with costumers.
DUVAN AThe a/c only worked on full blast. It got stuck in first gear a lot. The radio only picked up 2 stations, and the volume button didn't work. Picked it up, and the low gas message was already on.
CHRISTOPHER LGreat manager and customer service. Highly recommend location.
Greg WChris C and Cesar S were AMAZING! Convenient check in and so friendly and helpful ! Thank you so much!
Sara S