all good
THEODORE SCustomer Reviews for U-Haul of Santa Barbara
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.
Kimberly was excellent! She was very polite & professional. The other employee was the opposite. When I walked in, he was on his phone. He did not acknowledge me until I got his attention. I was very clear about adding the $30 coverage. He printed out the receipt and handed it to me. I clarified to be sure coverage was added. He said, “It should be.” It was not. He acted as if I was burdening his day.He tried it again. Still no coverage. I know people make mistakes. I understand that. It was his attitude and rudeness that was not very nice. Fortunately, Kimberly took over the transaction. Note: The previous day, I rented from U-Haul on Santa Maria Way in Santa Maria, CA. They were wonderful. In addition, I have rented from this location many times before. I have always found the employees to be very professional.This young man may have been having a bad day, but his attitude toward me (and the next customer) was not acceptable, in my opinion.
ELIZABETH OEasy pickup with the app -- it is very useful. No problems at all!
Jeff BGot the job done but with some back and forth and location change for the pick up. Then, when we arrived for pick-up, they did not have the utility dolly that we had reserved. U-Haul needs to improve their workflow and transparency when picking up vehicles. I was repeatedly asked the same questions upon pick-up to what I filled out online when I made the reservation, had my ID photographed by what looked like a personal phone, and was responsible for taking my own photos of the vehicle upon pickup, further offloading the responsibility of the employees onto the customer. Disappointing that this monopoly company is cutting every corner possible at the expense of ease and customer satisfaction.
Arieanna BThe guys at this location were friendly, very quick to pull up my information, and get me setup and on the road with my rental trailer. 10/10 service 10/10 promptness 10/10 smooth process.
James GWonderful customer service and very friendly. Highly recommend this location. Fast, efficient and friendly! Thank you
MICHAEL Lboth Michael and Sebastian were skilled, professional, informative and helpful
Charles BStaff was super friendly even though it was a busy Saturday
DARRELL CGreat place, use them all the time.
BRIAN SThe staff is always polite and very helpful. Thanks!
Cristina CEmployees were kind, calm and well informed- - a pleasure to work with!!!
Peg QSteering on the truck was rattling and knocking and not at all giving confidence. The truck was NOT full on fuel, even though the needle was towards full. So it took way too much gas to honestly fill up. 152k miles on the truck. Showed the receipt to the owner, but he was unwilling to knock $10 off because of the clear mismatch between the mileage driven and gas used up... so yeah, well earned "average". Far from "excellent". Milpas rental next time.
Alexander Kstaff helpful and friendly
Jim YI had reserved a 20 foot truck 10 days before the p up day when I arrived to p up the truck they told me that don’t have anymore the truck available I ended up on the 15 footer truck Which cause me a problem I ended paid more for my moving help.
Gabriel HTeam @ Uhaul Santa Barbara was excellent and very helpful
Todd FEverything was fine
ISMAEL JThe truck had a lot of noise - suspension squeeks, shifting gears felt like the transmission would drop out. Old truck.
RANDALL FThe equipment was the perfect size for what I needed. It was easy to get and return. Thanks.
DENNIS IService was perfect, guys were ready and helpful
Clay DService super nice and the person helping me was understanding of the extra miles that I had to drive to Hemet to get the attachement.
daniel GWhat is easy and relatively quick thank you
David WEquipment was exceptionally clean and in new condition.
Bill DI liked the staff who made my moving experience an enjoyable journey.
MICHAEL MThe front desk guy who helped me get my trailer going was very helpful and honest, I really appreciate everything that he did for me, I was able to setup the wiring harness myself and save some money, the ball and trailer mount was super-fast and easy, I really enjoy his company and also saved me $20 on my one way rates.
SPENCER MGreat service. Fast, friendly and easy to pick up and return. Thank you!!!
Patricia RI had an exceptional experience!
ANTHONY WGreat service!
Michael SThe service was prompt, friendly, and on point! I had a great experience.
Barbara SThe truck that I reserved weeks in advance for a long move (close to 600 mikes round trip) was not road safe and I am shocked that I was allowed to leave the premises in this vehicle. My first concern is that the truck has nearly 110,000 miles and that a warning sign popped up immediately that there was an issue with tire pressure . . . the warning light did not "disappear" and I was concerned about my safety for the next 9 hours. The control panels are archaic and the temperature and air control knobs fall off when you try to adjust them. The driver and passeger doors did not close well and needed to be shoved hard to close. When I managed this to the manager, he lied to me and said these are normal issues. Im not an idiot, and that was not appropriate. This truck is not close to worth $1.09/mile and we are all fortunate that nothing seriuous happened to me. I requestfully request I be refunded my mileage, and that this truck be taken off the road before someone is hurt or killed.
SHAWN CI rented a motorcycle trailer for only 2 hrs 45 min and was charges $32. The last time I rented the same trailer was only charged $16 .
SERGIO VQuick professional service! Had no complaints.
ANTHONY WEfficient return within a minute. Great.
Wilson QI thought the rental process was fair and competently handled.
William HStaff was great at the location and on the phone. But often we got the automated phone system which was a waste of time. We had a problem with the trailers lights the app and phone system were not much help. Finally got the guys at the location and they identified the problem as a fuse.
IAN MVery Great Service and Quick and Polite - Always nice to work with here in Santa Barbara
RICHARD SQuick and easy.
Jon MEasy to book, Easy to get Truck, Easy to return
Yaritza FThe whole experience couldn't have been better. Quick and very easy check in...took just a couple of minutes without any hassle or upsell. The staff were friendly and accommodating. Great experience! Thank you.
David GEvery thing was great. Excellent experience
RUSSELL LThe truck was rented with the back open and no dolly. We didn’t know it was open till we arrived at our destination.
emma eVery easy to pickup/drop off.
Timothy BThe cabin was mostly clean but there were crumbs on the seats.
Russell JTo provide a seat cushion because I always have to provide my own. It makes the drive much more comfortable.
MICHAEL MPick up, Drop off super easy & efficient. Only complaint web site sucks!!! Reserving this trailer, at this location required 7 AM, or Afternoon pickup only. So, I chose the Milpas location, which allowed me the 10AM time I wanted. was switched to the Hollister location, with no notification. (your people mis-wrote my phone number) Some very weak tea. Once at location, everything great, very polite, helpful, efficient people!
KEVIN HThe customer service was excellent but the attention to an important matter regarding my account was not handled well. Two days prior to my rental, my profile was used by, and changed by, UHaul to rent a truck to another customer with the same first name. My last name had been changed on my profile and my driver's license number was changed as well. I called UHaul immediately when I began receiving emails and text messages from them about a 10' truck that I did not rent. A complete stranger received receipts with my home address and phone number printed on them. I was told this would be addressed and my profile returned to its original state as soon as the customer returned the truck. The profile was never updated! Super sketchy. This should not even be possible, yet it is at UHaul.
CHRISTOPHER KOne of your front counter people used my reservation number and account profile for another customer. I caught this and called it in immediately. My profile information (address, phone, etc. have been given to a total stranger unbeknownst to me). My name has been replaced in my profile, as was my driver's license number. This is exactly how identity can be stolen. Your employees need more training on identity protection.
CHRISTOPHER CGreat customer service
RYAN HI reserved an appliance dolly and the location did not have one, nor did they help me find one at another location. I had to call all of the local locations until I found one. It was quite the inconvenience. I was disappointed that they made no effort to find one for me.
MICHAEL DNothing all good!
DONALD RI have had helpful clerks and others who couldn’t bother to look up from their phone. The phone app and website are barely useable.
STEPHEN DWhen I checked out the truck, they marked the fuel as half full. When I got into the truck, the fuel was a little more than a quarter full. It is either laziness on the part of the person checking in the vehicle prior to me renting this truck or it is dishonesty. In either case, I don't appreciate having to put in more fuel than I used to return the vehicle. Also, when having to estimate something other than a full tank, that is also a challenge. U-haul should simply dispatch these vehicles with a full tank.
Jason MPerfect service
PAUL HSERVICE WAS GREAT AND THE TRUCK WAS CLEAN. I USED IT LOCALLY SO IT WAS FINE. Thank you
RICHARD SI am pleased to Have U-Haul in my community. Consistantly great service and equipment.
LOYD AI paid for 2 dozen moving blankets and did not received any. There was something wrong with the truck, I think transmission related. Dozens of times the whole truck would shake violently while driving on the freeway (not on a hill). Damage to cargo as a result. They said there was a quarter tank of gas. I took a picture of the fuel level immediately after leaving (photo date/time less than 5 min after time it was rented in records), it showed 68 miles to empty. $40+ of gas off.
GARY HCan’t think of anything that needs to be improved!
RICHARD GGreat staff and overall experience. Highly recommend!
JULIE BThe overall u Haul rental experience is good, but the website is going downhill from a year ago. I just wanted to reserve a van for a day but had to wade through tons of annoying screens asking about boxes, loading service, unloading services and so forth. These days people want a seemless online experience, adding annoying screens is going to lose you more customers than it's going to add additional revenue. Don't let the MBA's run your business, let the customer experience people do their job
STEPHEN DStaff were friendly and efficient! Very smooth transaction. Thank you!
JAMES BI appreciated the telephone call to confirm the delivery date as it was incorrect was taken care of immediately. The driver to deliver the box and pick-up was extremely wonderful in every way.
Judith S | Overall ExperienceThe lady who helped me over the phone, Sharon Smith was exceptional. She was so nice and went above and beyond for me to get an answer I needed. Please make sure she gets kudos!
Lauren R | Overall ExperienceEvery time I called with a question or to setup access, I was transferred and put on hold for a very long time. Once I was transferred four times, and after two hours, the agents hung up without help
Lucas B | Overall ExperienceYou're company is one of the worst companies I've ever had to deal with. You messed my orders up more than 5 times for different things, and youre costumer service is a joke.
Frances L | Overall ExperienceDelivery and pick-up of the U-Box was seamless. Thank you.
Olivia M | Overall ExperienceRene was amazing. So warm and welcoming and helpful to each and every customer. He is truly a star employee and you’re lucky to have him !!
Lauren C | Overall Experience