Customer Reviews for U-Haul of Santa Monica

Rating:

4.0

Your staff at this location are very good. Friendly and polite and helpful

Rating:

5.0

Great job marshalling us through the rental return line and disconnecting the trailer from our vehicle. The rep was friendly and very helpful! The process was VERY easy!

Rating:

1.0

It took 40 minutes to self pick up a truck that did not have what we ordered or paid for. It was extremely frustrating to move without the correct dolly.

Rating:

5.0

This is the best U-Haul franchise in the westside of the Los Angeles...Great service for our community.

Rating:

4.0

Yes the truck was clean. However. The transmission had trouble shifting gears ( automatic transmission) and the steering was a bit loose. Need maintenance. I watched as the truck was checked in and put right back into the lot ready to go out the next day. Did not seem to care about any maintenance of the vehicle so I raided it a four star because it was very convenient location quick and easy check in and check out however, the equipment was not up to par.

Rating:

3.0

The truck had paper trash from the previous renter but otherwise fine. There were not agents to assist when arriving at 7am at reservation time. No explanation as to why there were no agents and the Available person didn’t suggest the app until 745 after someone got angry after seeing another person arrive and received a key. It was then suggested to use the UhAul app to get a key but the 10 people waiting all had difficulty getting through all the steps. Still had to wait for assistance from the agent when they arrived. She was great as she was able to multi-task to assist 2-3 people through the pick up process. Returning was confusing as there wasn’t anyone to At the return spot only 3 empty trucks in line. Once the attendant was there and we handed over the keys it was fine.

Rating:

5.0

Thank you

Rating:

5.0

Representative was very friendly and employees clearly had a camaraderie that was wonderful to see.

Rating:

1.0

This is my second disappointing experience with U-Haul this week. For the second time, we reserved specific equipment online only to be told that the location does not carry that equipment and never has. I requested to be refunded for the dolly that was part of my reservation and I’m not sure that is being processed. Additionally, I had to wait 30 minutes to talk to an associate about this issue because they were just nowhere to be found when I arrived to the facility. I was one of 6 people standing around waiting for somebody to help us yesterday morning. Lastly, the truck I received had so little gas in it that I had to refuel after driving just two miles. Overall, this was an incredibly frustrating experience. I put a lot of trust in U-Haul to help me execute my move, and this rental process only compounded upon the stress of an already difficult day.

Rating:

5.0

Nesi is AMAZING. - Give her a raise

Rating:

5.0

The agent was extremely friendly. The check out process was smooth & efficient.

Rating:

1.0

Wasted my time for a $20 coupon. I've tried three times to apply it and there are clear communication issues that can be remedied very quickly in order to rectify the situation. I told them before and after the reservation and there was a comment on the reservation. Why is this an issue? The incompetence is truly incomprehensible.

Rating:

5.0

Both of the associates that I dealt with, both checking in and checking out, were professional, friendly. They managed to make my experience go quickly and meet my needs.

Rating:

5.0

Nesi and Natasha quickly and efficiently assisted customers from a line of about 10-12 people ( myself and my daughter included) who all seemed to appear at the same time! Within minutes everyone was assisted and on their way. They exhibited exemplary customer service and professionalism. Kudos to these these two team members!

Rating:

5.0

Excelente

Rating:

5.0

Walter was very helpful and the outside heller was very professional and knowledgeable.

Rating:

5.0

Easy return

Rating:

1.0

The whole experience was terrible. The customer service at this UhAul is nonexistent. The employees are rude and no help at all. They are too busy to even answer a question. The truck was given to me dirty with all the blankets in a pile on the floor. Not one employee would listen to me regarding this issue. The return of the e truck was a shit show. Towards the end of the day the employees had attitudes and seemed to care less about answering questions or even hearing my issue. I will never come to this crappy location again.

Rating:

3.0

I reserved a van and a regular dolly (not appliance) about one week before my pickup. There were no dollies left when I arrived. Why do you let someone reserve it if you are not going to set it aside for that person? It was very frustrating.

Rating:

5.0

The location is not a problem. The staff is great. However, the website clearly displays "Safe Move" as a fixed cost. On two recent transactions, the invoice inflated that cost to $90 without neither notice nor explanation. At the least, this is false advertising. A court might well rule that it is fraud. Until I learn otherwise, I am willing to conclude that some review personnel missed something, or that some code programmer missed an instruction. Please advise within 48 hours that U-Haul will refund to my account for the two "Safe Move" overcharges, or be advised that I will pursue legal action to enforce U-Haul's fixed charge as stated on the website. I look forward to hearing and seeing on my account that you have resolved the issue, and that you are addressing it not only for me but for thousands of other U-Haul customers who may be unaware of the unannounced overcharge.

Rating:

1.0

Uhaul is the worst. Promised vehicle was not at all 7 locations despite multiple reroutes. Drove all over LA, and missed opportunity to rebuild after Palisades Fire.

Rating:

1.0

Rerouted 7 times when no trucks were available, driving all over the city, despite the multiple promises regarding availability by multiple staff and managers. U-haul caused us to miss our urgently needed Palisades Fire home rebuild opportunity. Uhaul is the worst.

Rating:

5.0

Thanks again

Rating:

2.0

This location is chronically understaffed. The truck windshield was not clean. The truck box and cab interior were clean and the vehicle seemed like it was in good working condition. There is one highly competent manager, but the rest of the staff are a mix of competent and apathetic people.

Rating:

4.0

The app is terrible!! However the GM at this location was amazing!! He really took care of us and made everything right.

Rating:

5.0

Eric's help was most appreciated with our selection of a Uhaul truck/van. The Ram Promaster was perfect for our move!! Also, Robert politely answered our questions and concerns at departure and return which alleviated our moving anxiety.

Rating:

5.0

Eric was very helpful with my check in process. I only have good feedback

Rating:

5.0

All good. Thanks

Rating:

5.0

THANKS WALTER AND THE U-HAUL TEAM FOR YOUR AMAZING SERVICE

Rating:

2.0

Auto-receipt generated was a 'pre-receipt' with nothing showing. I called them to rectify the situation but no receipt was forthcoming.

Rating:

5.0

Good folks

Rating:

5.0

Drop off location is the best location in L.A. Guys always terrific and answer any questions, no matter how busy. RENTING LOCATION must explain to customers who rent about the pull door. If the latch is not locked, even when up, it can snag the ceiling and you will need to be strong enough to push it forwards to un-jiggle it to get it down and could hurt someone's hands.

Rating:

5.0

This is by far one of the best Uhaul locations I have been to.

Rating:

5.0

Van had a little trash in the right door. App was also not working for creating an account.

Rating:

5.0

Store manager Walter is excellent. Very helpful and very professional. I thank him!

Rating:

5.0

Nothing! Always excellent customer service from the nice ladies at the desk. Pay raises all around!

Rating:

1.0

A representative at this location asked to see my phone while I was waiting for agent approval and then started typing in my phone without asking permission without telling me what he was doing. And then when I reported it through chat on the app, the representative told me there wasn’t much she could do. She contacted the manager, but I couldn’t get a transcript of the chat even though the representative told me she would send it to me and nothing has been done about this.

Rating:

5.0

Friendly service great help

Rating:

4.0

The gentleman at equipment return was very slow The person at the counter to pick up was excellent

Rating:

5.0

Best location! So kind people works there! Thank you

Rating:

4.0

I was impressed with staff members, they were polite, helpful and when I was there it was pretty busy but the staff was successfully keeping things moving. The only thing I would improve is the drive in and out access, but... I'm not sure how!

Rating:

3.0

Checkout Make more human staff available. I do not want to self-checkout on your app.

Rating:

3.0

The check in and out process is too many steps

Rating:

5.0

Professional

Rating:

5.0

the 10' truck I used had over 113k miles and definitely felt like it. But the staff was fantastic, very friendly and helpful, especially when my app was not functioning properly. Excellent staff experience, poor truck experience (but at least it did not break down and got the job done).

Rating:

5.0

Walter was so helpful and great at getting us our truck

Rating:

5.0

Great customer service….! The trailer guy, Timothy, got the electrical wiring go’n after an initial issue. He went above and beyond, I thought….! Quick in and out….! As soon as I walked in, while the line was a couple folks long, He acknowledged me be’n there and asked if I was pick’n up…. I thought that was OUTSTANDING….! Great please. Clean, organized….! Thanks again….!

Rating:

5.0

renting was quick and easy and service was top notch.

Rating:

5.0

TY Walter for making this part of the move perfect. Your store is so clean and stocked the trucks are absolutely top-notch thank you so much for everything

Rating:

1.0

I signed up for a $19.99/ rental online . I bought the $30 /day in rental insurance at the Uhaul rental office. I kept the rental (the smallest van) about 6 hours total (which included the driving, plus loading, unloading, and stopping for lunch and gas). And, since I heard the manager say they were overbooked and he was trying to get vehicles returned, I made an extra effort to be nice, and returned it as early as I could, instead of keeping it the entire 24 hours - just to help them out. Here were the errors on my receipt: My receipt says I rented at $89 per day - instead of the $19.99 I signed up for online! I actually drove a total of 104 miles - from Santa Monica to Anaheim and back, to pick up an antique bed frame. Then the Uhaul staff charged me an extra 400+ miles! I did NOT drive 529.4 miles! **NO ONE could even drive 525 miles ROUNDTRIP --PLUS LOAD AND UNLOAD A BED-- in 6 HOURS!** I even went back in person today to straighten it out - but they refused, saying they needed to see the physical truck - which is ridiculous. They should be taking photos of the odometers every time! So I'm calling my credit union to dispute this entire thing. The staff's attitude was blase' at best about my serious overcharge, if not smug. I would never, never rent there again, and will make sure to write up what happened to me on every possible review site online.

Rating:

5.0

The two gentlemen who assisted me with the pick up were truly exceptional - kind, thoughtful, helpful, and they really went above and beyond. The man who helped me hook up the trailer was so detailed, careful, and thoughtful. I am truly so grateful for all their help. Exception customer experience.

Rating:

1.0

no support from a botched reservation!

Rating:

5.0

I love this place. I have had to rent trains via and trailers several times in the last two years and they are always friendly and take care of you. I recently rented a trailer and told them I would need it again the following week and the set up the reservation and even called to make sure it was the correct time and size.

Rating:

5.0

Keep up the good work. Motorcycle trailer rate is the best deal in town hands down. 😊

Rating:

1.0

I had a self checkout for my truck; however they did not assign it and had the trucks all parked blocking each other. My pickup time was supposed to be at 8:30 so I had to wait a half hour until they opened to go in and then wait another half hour for them to figure out where they parked the truck and where the keys were. When I was leaving there was a line out the door of people with similar experience of the self checkout not being assigned. There was even one person who was had self checkout set up for a gas station down the street and they just forgot to bring it and set it up. This ended up delaying my moving day by an hour. I would not recommend this location. The employees seemed over it and had no urgency to try and get my out quickly. Knowing it’s the 1st and a weekend, I feel they should have been able to anticipate more customers.

Rating:

4.0

The team was challenged with a system outage but it was handled and I still picked up my truck on time. All went smoothly.

Rating:

1.0

Employees made me return uhaul in phone. Wouldnt processes return for me

Rating:

3.0

Some of the employees could have a better attitude and be helpful, not all of us have rented uhauls before and know the procedures.

Rating:

5.0

Very customer friendly and provided me with the utmost courtesy in resolving an issue.

Rating:

3.0

Just drive up the truck to equipment return area and the guy said to just leave the key inside and will email me the confirmation/receipt. In and out just like that.

Rating:

5.0

Walter, the GM, was fantastic and really improved my moving experience. Great service!

Rating:

1.0

This is unacceptable. Let me say first I usually have no problem with this location and have been going there for many years. Good service and have only had one problem in all that time with a vehicle. But your accounting practices are unacceptable. COMPLETELY unacceptable! After spending nearly an hour on the phone questioning a 58 dollar charge to my account for a one day 12 mile rental, I was finally forwarded to a rep who told me "you always have problems with us" which is not only insulting, not the way to conduct business, but obviously a way to duck responsibility. I was finally told I was charged for an extra day after being 20 minutes late. For a customer of over ten years, I think that would be acceptable, plus when I returned the car, the man was checking another car, so exactly how late was I? Finally the last guy I talked to said he was going to delete the first charge entirely, and then recharge me the correct amount. Nothing on either invoice made any sense at all!!!!. I need immediate attention to this matter please! I'm not a millionaire who can just go without 93 dollars in my account for a day while you figure things out. Bottom line: I rented a van for 19.95 at 89 cents per mile. I took it out at 145 and returned it at 200. If you're going to be real picky, no one came out and inspected it with me so I took pictures. Lets discount 10 minutes of my time for that. Then the man who was supposed to check me was checking another car. Lets give him 5 minutes. Now, if you take more than the hour I am spending on this matter, plus the extra time I am being way over charged, I normally make about 50.00 hour as a handy man! So I'll be generous here and you can call it even! No charge for the vehicle. If your precious less than 20 minutes late is worth money, so is mine! I simply cannot believe I have to even do this! And since you record your calls for quality control, I suggest you listen to them as well.

Rating:

5.0

Great management and customer service team!

Rating:

4.0

Human Staff at the location were polite and professional, as for your App Pickup process what not helpful and found it frustrating. Lucky for the human staff that helped sort out the Pickup. Hoping you will continue to tire humans for the pickup process.

Rating:

1.0

After making my reservation and doing a prearrival online check in, I still had to proceed with several other steps on the Uhaul app to even get the process going and it was causing a major traffic jam of customers who all had to do the same and the General Manager was spending his time as a tech support, rather than just checking people in the old fashioned way. It added nearly 45 minutes to my pickup time. I also expected some level of readiness of my vehicle and dolly since I checked in before arrival and nothing was ready and they support guy was trying to leave for a break without getting me set up. This led to him doing a terrible job rigging my car to the tow dolly, which almost led to my car coming off during transit. Luckily I caught it before something damaging happened. It was overall a terrible experience and I will avoid ever renting from Uhaul again due to the costs and service. 0 out of 10 stars

Rating:

4.0

Lot was crowded so hard to maneuver with trailer

Rating:

4.0

The in person staff are friendly and helpful, it’s your chatbot staff and weird app check-in system you have switched to that is an annoying time suck and having me want to never rent from U-Haul again. The lady who helped me in person had to clarify to your chat person that they had misread my driver’s license (twice). Why are you relying on an app when you have in-person staff? Confusing.

Rating:

5.0

Used this location years ago and the quality of service hasn’t changed! I had a very rough move this time around but Walter the general manager takes charge with understanding and kindness and makes miracles happen. You can tell he really cares about people and knows how to make things right. Thank You!

Rating:

1.0

Piece of shit human, Walter Perez would not answer my questions and was extremely rude to the point of yelling and cursing. The regional manager, Yvonne, is also a lazy piece of shit and lied over the phone multiple times, basically saying that she doesn't care and will not do anything. There are multiple bad reviews for this Santa Monica location that mention these dogshit human beings by name. I can't believe this fucker is still allowed to own a Uhaul. I can't believe this stupid bitch is still allowed to fucking work there. Dirty fucking trucks, they opened late with only one worker because Walter's fat fucking retarded lazy ass wouldn't show up on time to save his goddamn life, and the regional manager will avoid doing any fucking work at all costs because she's also a lazy retarded bitch, so this place is a fucking hell hole.

Rating:

1.0

Terrible rude men. Charged the wrong card after I explicitly told them not too. They already closed the contract and would not give me my money back. They insisted it was my fault too