helpful friendly staff
Greg RCustomer 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.
Ecxelente servicio el camión que utilicé tiene la luz de reversa quemado al lado del conductor
HECTOR PEasy processing and knowledgable employees.
Patty FNeeds more parking!
Patrick RAll the guys working were super helpful
Daniel AGreat customer service
Erika Jthe stupid U-Haul app never worked, kept having 500 errors. another lady trying to do a after hour drop off had the same issue. I called support and was on hold for nearly an hour, then gave up. the location was good but the haul app and support were Poor at best.
Frank RWalter is an amazing person who helped me when I needed it most. Thank you WALTER
richard rU Haul Santa Monica is always perfect in every way. Walter is the very best! He is knowledgeable, caring and efficient.
Kathryn NThe workers in the store were all welcoming, kind, patient and polite. They made it an easy and non-stressful experience.
Kathleen DTruck was clean and ready. Even had a lock. Super easy pick up and drop off. Definitely recommend this location on Lincoln Blvd.
Caroline Athe guys here are great - funny, knowledgeable, easy to work with, and fast
CHARLES LThe new Promaster wasn't great. The doors won't unlock without the key. I couldn't move the passenger seat up or back. The alarm would randomly go off when the key was in my pocket.
Kimble SGeneral manager was extremely helpful
Timothy BWalter made the difference. He's a big teddy bear and has ALL the information you will need to move forward.
CHRISTOPHER KFirst time using uhaul. I have my own trailer but it's too big for where I needed to pick up my tool box from my old work as a mechanic. This place was nice and quick to hook up and drop off the trailer I rented. There was a slight snag in how the trailer had a bad 4 way connector harness that was bad but easily had a new one in stock and worked. Definitely gonna use this location again if something comes up and I need a smaller trailer.
Daniel AThis location had great customer service. Both employees were very kind and helpful.
Nicholas CFriendly, helpful customer service:)
Karissa MUsing the app was a horrible experience. The check in and out process was ridiculous
BRANDON FStaff was rude. Offered no solutions to the problems we had with the truck and charged us extra for gas even though we left the truck with more gas than we got it with.
Savannah BThis close to my home. The app does not work well, and was very difficult to taken pictures and download / upload. Took 30 minutes and kept repeating the upload pictures numerous times without saving and going on to the next picture. I was told they do not rent from the counter anymore and I had to do it from the app. It was hard the find the rental truck and harder to move it to take pictures as was required in the app. The cargo light did not work. I find that the automated process was hard to use and my brand new cellphone iPhone 17 pro max should have been easier to communicate with your UHaul server. There was a lag in the approval process as well.
CHARLES EAgent was great
PATRICK TBetter parking situation
Shawn MEverything smooth and great. Love the App too.
Michael WThe staff at U-Haul of Santa Monica (on Lincoln) was above average and equal parts knowledgable and really friendly / in a good mood. Thanks!
Tim ONot much
Malcolm GWalt and his team were very kind and helpful.
Dennis KBit of a problem with you APP. Your in-store computers don't seem to hook up with the app very well. Store people say use the app. The app gets hung up and you end up spending too much time trying to get it all done. You have the right idea, just bad connections and integration.
Andrew GA few days after I returned the truck I was charged $15 for not returning it with a full fuel tank but I had completely filled up at a gas station only one block away. The gas gage showed that it was completely full. When I called to complain I was told that the $15 charge would be reversed within a few days but ten days later I'm still waiting for the refund to appear on my credit card.
ADAM ROverall was a good rental. Wanted to note that I did not have a dozen blankets in the vehicle. But did get a 1/2 dozen from the location. So only 6 blankets total were provided for this move
Tim VHad a great experience. Nothing to add.
jorge sCustomer service in store was very helpful
Alexandra PGM Walter and Team are AWESOME. I also witnessed how patient they were with some customers who needed extra help. Best spot. Most convenient location. josh, malibu
josh wWalter went beyond to get me the vehicle I wanted. None available but he made a call to a customer who was late picking up and she canceled and I got the vehicle! The rental and return was seamless and smooth. Thank you Walter
patricia BExcellent! Thank you. LORD Bless
VICTOR DMake sure staff has phone to clock in and help waiting customers. Waited 20 minutes after my initial reservation at 7am to finally be helped due to staff forgetting their devices.
MARX HSanta Monica U Haul always delivers a great truck, friendly service and an all around wonderful experience
KATHRYN NI’m submitting a serious complaint after having a dangerous experience and disturbingly poor customer service at the Santa Monica U-Haul location. First, the initial employee who opened the building arrived late at 9:12 AM, and it was not until 9:40 AM that the first person received the keys to their vehicle. There was a long line of very unhappy customers, and many people were on the phone with customer support. One customer even announced loudly to the line that they felt customer support was speaking to them as if “they were above them.” Second, the vehicle I received had a brake fluid leak, which left me in a dangerous and vulnerable position on the road. I noticed the leak when I parked the vehicle in my driveway, where the brake fluid also leaked and badly stained the surface. I called the Santa Monica U-Haul location hoping they would bring me a replacement vehicle, but no one answered. I also texted customer service and received no response. As a result, I drove the vehicle back to the facility, and at one point during the drive, my brakes stopped engaging entirely, and I had to slam on the brake pedal with both feet just to get the vehicle to slow down. This was extremely dangerous and could have resulted in a serious accident. After arriving at the U-HAUL location, I was treated very rudely by the manager, who repeatedly referred to me as “bro.” Despite the field mechanic explaining to the manager that the vehicle had no brake fluid, the manager still insisted that the vehicle was safe for me to drive. This presents a major liability, as the brakes were clearly not functioning properly. After insisting on a replacement, the manager finally had an employee transfer me to a new vehicle and extended my drop-off time to 11 PM. However, when I received my receipt, I was charged for the miles driven on the unsafe vehicle that had no brake fluid, and I was also charged an after-hours fee. The fact that I am being charged at all for this experience is unacceptable, let alone being charged additional fees resulting from U-Haul’s negligence. Please issue a full refund. David
David SNothing everybody was so cool. It was great.
john mFriendly agents
Raymond BAll went as planned plus the air conditioning was great!
KATHRYN NOur representative was wonderful!
Melinda TWhole team are great and you get a warm welcome ad soon as you step through the door!
DOMINIC THonestly, my experience was FANTASTIC !! I rented a 10" box van for a 1 way trip and had to extend the rental because I was dealing with some health issues that kept me from loading and driving. Walter took care of the easy extension and Ken was understanding on the other end ! Could not have been happier with the rental !!
CHRIS SLoyal Uhaul customer and this Santa Monica location has been there with me for decades including family and friend. Always professional, tons of really well kept equipment and supplies, this is my favorite store in Southern California and I am a native of the area. I would drive miles just to get my equipment from this location. So professional!
FRANK MBetter customer service would be helpful
amir mThe vehicle I rented, I think needed to check the brakes because they made too much noise when braking.
BRYAN AI am never given the vehicle type that I reserve; the Manager does not know the difference between a Box Truck and a Truck. The same manager, In the past I requested for the biggest box Truck that uHaul has but the day I picked up at 4:30pm I was told If I want that particular size truck I had Togo to Inglewood; this was the same kid who is interested in telling customers that he is the manager. He is not interested in service
SUSANA WWalter was very helpful and professional!
TERESA RThey do not pull out the 15’ Van stuck between two other 15’ Vans so you can take pictures before you depart. They said we don’t do that anymore. The windshield washer was empty and windows dirty, I washed all the windows inside and out with Windex including the mirrors. The service with the last manager was excellent but the service her is crappy. The negative attitude of some of some outside employees is anti business and racist towards white people. The UHAUL that I have used the last decades has deteriorated and the staff makes you feel like tgey are doing you a big favor renting from them. Sadly service of some positive younger employees is darken by some older negative employees.
Charles EThe man who set me up with the van and helped me when I picked up is a good worker, courteous, professional, punctual.
EDWARD KBest u haul ive ever been to
SAMUEL NThe human service is great. The cell phone app is terrible. Adds time and confusion to the process....Needs work!!!!
GUY OThis car was reported stolen and they have taken money out of my account U-Haul taking money on my account without my permission and I would like it all refunded as soon as possible. I demand a refund.
Frances MFacility was closed
JEFF WThe company forces you to use the app and online technology, and none of it works correctly. It's an extremely frustrating experience where nothing was working the way it was supposed to, things weren't loading, no one can answer questions. I have been renting U-Hauls for 25 years and this was the most frustrating in least smooth process I've ever experienced. Stop forcing people to use self-service with such poorly implemented technology
Daniel EI ordered mattress pads but mattress pads were not provided. Also, the online check in glitch for taking photos made it difficult to check in without talking to a UHaul employee.
Daniel RThe GM is awesome. A real asset to your company - he was very competent and I enjoyed my interaction with him.
john cI wish thay had this service in Italy
Marcello GThe lady who took care of me at 7:00 am approximately was a delight re customer service and she was patient with me A+ The rate was also reasonable Thank you U-HAUL
Ariel GI had a terrible experience here. I relied on the advertised mobile checkout since I was running late from work, but the staff called me twice to pressure me, eventually threatening to give away my truck if I wasn't there by 7:00 p.m. When I arrived, the employee, who I assume was the manager was extremely condescending, acting like I was a burden for running late and picking up a reserved rental. He also forced a $30 insurance charge onto my bill after I insisted on not getting the insurance option & telling him I had my own coverage. The truck itself was very dirty and reeked of cigarettes, yet the return system tried to flip a cleaning fee onto me. If mobile checkout isn't actually supported here, it shouldn't be listed.
DAPHNE Gconvenient location. chaotic, jammed parking lot
Tera Atoo much!
TAREK S