Great service. Brianna and the other lady at the front desk were very thorough and helpful with a friendly smile. The pickup and return were simple and fast. Luckily there weren't many customers because that location is usually pretty darn busy. Thank you again.
raymond fCustomer Reviews for U-Haul of Santa Monica
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.
Walter at this location is the absolute best. He is the reason I keep coming back.
KYLE PFriendly staff , quick and efficient service. Staff are very knowledgeable.
Hilda BManager was super helpful. When I dropped off my rental, I needed to receive a deposit back since I paid in cash at my pick up location. Since he was not on site the day I dropped off, he told me to come back the next day. He ended up staying a few hours past when he was supposed to leave since I was working till 5 to make sure it was taken care of. I am super appreciative of this and would definitely come back to this location!
joseph cI cannot recieved a truck at reserved time. They changed 2 times and I got my truck 5 hours after my reserved time. I need to pay additional costs to reschedule my moving.
Hayeon BWalter, the General Manager, was super knowledgeable and nice. He was able to answer all of my questions and then some! The truck I rented was new with only 3,900 miles on it. Being my first experience driving a moving truck long distance, the ride was comfortable and smooth. I started off a little nervous, but Walter put me at ease and the entire process was easy and seamless.
Sochin LGreat service at front desk. Darius was very professional
TORSTEN KThe parking for the after hours return was a bit confusing / jammed up. Otherwise, a very simple return process, drop box easy to find.
Sydney Egood staff
SCOTT KThe new App or Website check in and check out is horrendous. The female customer service person at the front desk of your Santa Monica location should be FIRED!!! She was the rudest most condescending unprofessional evil person I have ever encountered at this location after being a customer since 1988. Yesterday was the last time I will ever use the U-Haul Santa Monica store or any other U-Haul location. Fortunately there were 5 other family adults with me who have all used this location for nearly 40 years on multiple occasions and they also vowed to never use U-Haul ever again at any location. Her rude behavior and negativity towards me as we moved my dead sons apartment that passed away last Wednesday (August 26, 2026) was uncalled for and beyond extremely rude and evil. Combine her pathetic evil and unprofessional rude behavior, on top of the new slow and cumbersome self online or App check in and check out, the experience is one of nightmares. It's a shame because your customer service used to be outstanding years ago.
Keith GUsing the Uhaul app is a mess. Would not rent from Uhaul again.
Alex CAnd then she told me I had to do it all over again — this was after I had taken photographs of my driver’s license, front and back, put in my driver’s license number, put in the personal contact, and put in my credit card number. After all this she grabbed my phone, then handed it back to me and said, “Oh, you have to do it all over again. You were in self-checkout.” I asked her why I couldn’t just continue with self-checkout since I had gotten that far. She said I could not. So I started all over, and then the app was having an issue taking the pic of the back of my driver’s license, which it had already done prior. She grabbed my phone out of my hand again and tried to take the picture herself. And again was doing stuff with MY PHONE. She was rude and horrible, and the check-in experience was ABHORRENT — if I would have known this is the direction U-Haul has gone, I would have done self-check-in so I would not have to subject myself to that abuse. She was horrible. U-HAUL is horrible, and I am a long, loyal customer. To add insult to injury, they sent me a bill that is not itemized. FRAUD
Lori BThe only thing is that your parking area is not properly organized. It is one-way area and trucks/ vans are piling up. I properly parked my van to be inspected (I left it clean with folded blankets and dolly, added at gas to 3/4 instead of 2/3), but I had to wait on the right hand side 15 minutes parking area for at least 45 minutes. You should allow one line in the front of the office to be empty so that customer can manipulate with vehicles. One guy was behind me with huge trailer and he couldn't go forward, but also he couldn't go back due to pilling up returning trucks. Otherwise very nice place with polite crew; I would recommend that place to everyone (actually, this is the third time I came to use services at this place). Z.A.M.
Anthony ZExcellent service from the U-Haul Team at 1747 Lincoln Blvd in Santa Monica. Thank you for your help.
Natalie II was very disappointed with the condition of the van I rented. The vehicle had a strong smell of urine throughout the van, which made the entire rental experience very unpleasant. Unfortunately, I did not notice the issue at the time of pickup. I brought this to the attention of Walter Perez, the General Manager, who acknowledged the issue and told me that the rental charge would be discounted as a courtesy. However, I was ultimately charged the full amount with no discount applied. I would appreciate U-Haul honoring the commitment made by the General Manager and adjusting the charge accordingly. More importantly, vehicles should be properly cleaned and inspected before being rented to customers.
Thomas VAs a 15 year customer of uhaul with dozens of rentals, this was definitely, unfortunately, the worse rental experience of all of them. Employees seemed nice, but were unable to help. Tried to send me 90 minutes away for a confirmed rental. The manager said it was my fault for "trying to rent a Uhaul the weekend of burning man". I was left stranded, along with other people who walked in after me, and had to scramble to get something to move my stuff in. I don't think I've ever written a review online, but this was such a crazy bad experience I just had to warn people about this location. Please go to ANY other Uhaul location.
Alexander CThe guy who checked me in was amazingly knowledgeable, professional and represented your brand well. I had no booking, was a walkin but had rented before so was in the system. His direct yet cheerful approach was appreciated.
Rick LI rented 4 vans in 13 days. Lemme preface by saying it is my fault and I take full responsibility. The first three times I received a full tank and I returned a full tank. Today I did not receive a full tank and when I filled it up I didn’t fill it up to whatever mark I was supposed to. I should have doubled checked but I moved an entire two bedroom by myself, so I was a bit tired. For a repeat customer I would assume a phone call is the least you can do, in good faith. Anyway the staff are always nice kids. The GM is a grumpy OG so I avoid him. I would not recommend this place because of the lack of good faith.
Yassir NThe drop-off app was confusing to navigate. Otherwise the service and equipment was great.
Karl KTo be clear, the folks inside were incredibly kind and helpful. The car itself though did not have the things I had rented ready to go. The AC was basically broken, and only coming out of the windshield area. In over 100+ degree weather that was unacceptable. When i picked it up it had maybe 1/16 of a tank of gas. That's ridiculous. We're charged if we don't show up with enough gas because Uhaul is supposedly filling it up, but apparently, they did not fill it up. The app is very broken. It crashed several times and had tons of bugs. It took 15 minutes just to try and get through the opening pieces. The elctronics on the car were also broken. The radio area and the lights on the dashboard would cut out for minutes at a time while driving. Not worth the price.
GEHRIG Cexcellent customer service & rental. Completely satisfied. Go U-Haul
Shadnoosh BI have reserved a 10’ truck day before. Got there at 6:45am the guy was nice. When I got in the truck and started it, a warning about low air pressure rr tire came up. I informed the guy, he said to drive it back and he just added air to the tire and told me it was ok to drive. I need the truck for two days but he assured me that it would be fine. Two hours later (10 miles driving in total) same warning and the tire is low. I called back and the manager answered the phone and asked me to drive it back 30 minutes to give me a different truck! When I asked why give me faulty truck in the first place and after I already came back once and you still gave the same truck he told me that is all he can do or send a tire guy to replace it. I lost 3 hours of use of the truck (from the time I called him the first time and by the time the tire was replaced.) no apologies, no discount, just plain “to bad” I returned it back the same day told the afternoon crew what happened and they laughed out. Promise me a discount… Shame on U-Haul for having this kind of service and renting defective equipment!!!!
BORISLAV PThe whole checking in system on the app is super ass and complicated... the car was very spider webyyyy but I get it because it's hot out. The people working there were very nice though!!!
Brittany Mna
Lance LReserved 3 utility dolly but none available so was recommended to rent an appliance dolly instead but unable to use it as we didn’t have any appliances to haul and dolly was too heavy to use for just boxes! Also did not get the 1/2 dozen of furniture pads and was charged for it!
Carmela MMake sure you have a seasoned clerk to assist with your order.
Joseph KSimply put, professional and efficient. prompt and helpful. No need to go anywhere else.
DARRYL MCostume service was gray had a good time with the guy that took care of my order recommend this location
Laurel BPersonnel, we’re fine. But policies suck. I rented the truck and within 25 minutes found out my job was canceled and wanted to take it back and get it for the next day and I was told too late we’re gonna charge you anyway. Then I brought it back 52 minutes late and I was charged for another full day even though I filled it up all the way to the top and all I needed to do was fill it up 3/4. Just no credit, no bending for anything. Not cool.
Joey LWhen I dropped it off their parking lot was full or rental returns, and left very little room to pull into the location. The location is on an extremely busy street in Santa Monica with no street parking as an alternative. I did pull into the parking lot into a guest spot because there were no other spots and no personnel around to direct me where to park. I followed all of the check in procedures and just before I was to drop my key in the key drop box, I was confronted by an employee....short man with a beard...who said I cannot park there and needed to move the truck. NO alternative was provided. I complied by moving it to behind the other trucks waiting to be pulled in by staff. Before I got out staff were finally moving the returned trucks into the back and that is where I finally dropped it off. Overall, better organization and customer service should be provided at a U-Haul location in a busy area, especially when things are backed up.
PETER BGOOD
Promoj Ltook a long time
VIGEN GService excellent
Alphonso VIt would be nice if you could clean the windshield. Over all it was debris free and fairly clean, but it would be nice if the windshield was cleaner. It would cut down on the glare.
David SThe team and staff we’re amazing. Great experience.
Paul GAlways very helpful and pleasant. Thanks!
Shane DEverything was great! Thx!
Yvonne FIt was after business hours So this review IS NOT FOR THIS LOCATION but for u-haul app and customer service I had to call because the app and website don’t let me. I was on hold for 59mn after talking to someone In the mid time I was able to chat The person told me there was no drop off location ! I added the drop off address when I reserved the truck I have email proof I confirmed twice over the phone as there was an issue as well at pick up! Worse u-haul experience
Olivia DI am completely satisfied with the person at the counter; they were very efficient and friendly, and answered all my questions to my complete satisfaction, So easily to rent thank you
Luisa VGreat check in and the pro on hand swapped out my trailers for me and expedited the paperwork seamlessly.
Shane DAs for above, great, friendly service! Could not ask for a better drop off! Guess you can say my overall experience was outstanding! Thank you to the personnel at both locations
Bill ZAlways an amazing experience renting from this location due to Walter and his staff!!!
Gerald GThe staff has become friendlier and more polite since my last visit !
IAN BGreat customer service and management
Alex LYour staff was helpful, informative, and answered any questions or concerns I had. Excellent experience. I believe the young lady who helped me was Shantae.
Elia Athe manager and staff are wonderful
greta lThe team there was very flexible, they all were great.
Kevin EThis is the worst experience ever
Lina SThe parking lot is very tight Thst’s my only complaint.
Ann CWhy in the hell am I getting charged a $25 cleaning fee when the truck was filthy and smelled like an ashtray when I picked it up!!!!!
JOHN DThe woman that helped me was very friendly and professional. It ws a pleasure doing business with her.
Amelia HWalter was so helpful and efficient!
suzanne mMap to find the assigned vehicle was confusing (could be user error, in hindsight they parked all the trucks strategically and obviously a rental for pick up would not be in the rental return area), process to pick up and document via phone was pretty straight forward! Nice to have real-life people around to help, but the mobile booking/ check in was seamless!
Angelina QAfter I dropped off the truck at the confirmed return location on my reservation, I got a call saying I had returned it to the wrong place. I was told the contract I signed required me to return it to a different location in Los Angeles. When I explained that my original reservation showed the location where I had dropped it off, the representative responded in a very condescending way and started explaining what a contract was. She told me I would be charged a $100 fee unless I came back and drove the truck to another location. I then had to explain that I never agreed to a different drop-off location, and that I had already been inconvenienced because the truck wasn’t even available at my original pickup location and I had been sent somewhere else to get it. I will do everything I can to avoid using U-Haul again. The entire experience was terrible. There was no accountability, the customer service was rude, and they made multiple mistakes and then expected me to pay for them.
Davis OThis location, is consistently, the best U-Haul I use!
CHRISTOPHER HGreat staff, thank u very much.
Kelley SThe people there were very nice
Tyler JThe pick up service was quick and professional. Enjoyed working with these folks. The drop off service was equally quick and professional.
Ted LNothing needs to be improved. It’s a great location, the vehicles are well maintained and the staff is terrific.
Gloria GThey did a great job especially mister Duran!
Joseph RAlways have two representatives working the front counter when store opens. There was only one on Sunday morning, and there was a line. Have a rep walk around the vehicle to inspect for scratches and dents that can be noted before departing.
Mark G