Customer Reviews for U-Haul of Santa Monica

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

Rating:

5.0

The team at the facility was very helpful and polite. The young lady made sure I had everything I needed for the rental. Great experience!!

Rating:

5.0

Leslie was fantastic. She was very helpful and pleasant. We had an issue with my order and she worked diligently to figure it out and rectify the issue.

Rating:

5.0

I don’t like having to use your app. I didn’t sign up to work for uhaul. I want to give my ID and get the keys. It takes way too long to download your app. I’m not going to save a uhaul app. I have no need for it. It feels like another attempt for a Company to cut cost and employees to make their customer do all the work while you sit back and collect payments. It’s dumb. I get it for after hours but I don’t need to stand in your store and download an app then wait for some mysterious “agent” to confirm that I’m capable of using your services. Good luck getting older people to use your app. The employees at this location are friendly and easy to work with.

Rating:

5.0

Every single person, from the desk to the yard, to the check in person, that works at this location was so patient & helpful, to make this one of the best customer service experiences I have had in a long time. Can't say enough about how good this experience was, with every single person working at this location.

Rating:

5.0

The staff we encountered at this location were outstanding. I don’t like how heavily the rental experience depends on the use of a smart phone, but the front desk gentleman helped us through the process. He was kind, efficient, and calm at this very busy place. I only regret not having his name to share here because he deserves recognition. As does the gentleman who prepared our truck for exit.

Rating:

5.0

The customer service was great. The 2 women in there were very efficient and had great communication skills. It was a crowded space but they were able to work the room and ask questions and the moment i looked up the traffic was gone and everyone had their reservations. I would 10/10 recommend this place because was easy it was and we didn’t even have a reservation but they made things happen for us. Thank you.

Rating:

5.0

Quick, easy, helpful, and friendly.

Rating:

5.0

Very friendly and helpful staff. Give em all a raise!

Rating:

1.0

The employees are rude and not helpful.

Rating:

1.0

Get the manager some customer service training.

Rating:

4.0

I went to 2499 Lincoln before I switched my reservation and the online check in situation was atrocious. Your system is horrendous and was such a waste of my time. After I got my reservation switched to this location it was fine the woman that helped me was really good and nice. But I was an hour and a half late which was not ideal for the movers I had scheduled. Not the best U-Haul experience tbh. This location was good though thankfully.

Rating:

5.0

The guy at the desk was exactly what I needed today. Efficient, helpful, friendly, funny. I think his name was Walter. Thank you!!

Rating:

4.0

Going digital seemed to make things much more difficult. I appreciated speak to a person when checking in and out.

Rating:

5.0

Mr. Walter Pérez is top notch. His experience in the business is beyond professional. 5 stars, for sure!

Rating:

1.0

I was charged 100 dollars and a 100 miles over what I used. I suspect the store is engaging in fraud please investigate

Rating:

5.0

The staff here are excellent. Making customers go through the app only is a MISTAKE. People want human interaction and help and this team does that very well.

Rating:

5.0

nice people easy to work with

Rating:

2.0

I was sent to another place to pick up my Uhaul and they did not have the 15' I had reserved 2 weeks prior, so I was sent to the Lincoln address. Gulf Gas where I was originally sent said they had called me to inform me that they did not have my truck - there never called and the lady at Gulf Gas was incredibly rude and insisted the 10 foot truck was what I ordered even though I showed her my reservation, she said that was wrong. So I drove over to Lincoln Bl site. Natasha(not sure if I spellng it correctly, but she works at the Lincoln site was amazing). Initially she called her supervisor who wanted to send me to the Hollywood Hills site to pick up a truck, that was an hour there are back and I was on a time limit. The supervisor on the phone was incredibly rude and not helpful, she literally was silent at one point and asked me "what are you going to do?" or something to that effect. I asked her what she would do as this was not my mistake, she said there was nothing she could do. Natasha got back on the phone with her and the conversation ended. I am not sure what Natasha did but she got me a truck and I was on my way. She was professional and helpful and seriously went above and beyond and apologized profusely for her manager on the phone. All during this she was assisting other customers who were struggling with the new app stuff, checking people out and answering the phones. She had to have been stressed, she was the only one in the office and she was still kind and helpful to customers. Manager on the phone phone: booooooooo! Gulf Gas person: Booooooooo! Natasha: 10 stars!!!

Rating:

3.0

furniture and utility dollys i rented were not in the truck. I was refunded, but was very inconvenient.

Rating:

1.0

There was a very long line for pick-up right at the time of opening. Only 2 staff members were working, and one was taking care of Karen who was complaining about a customer service issue for OVER 30 minutes. Instead of asking her to step aside for a minute, and check in the 15+ people waiting, they continued helping this woman. The line was so long, and I had to leave and come back because I had a meeting to get to. When I checked in the second time, all they did was hand me the keys. It wasn't until I arrived home that I realized I never received the 6 furniture pads I had paid for.

Rating:

5.0

None

Rating:

5.0

Front desk staff are excellent!

Rating:

5.0

Staff is very friendly and helpful.

Rating:

5.0

Nothing

Rating:

5.0

The employee who helped me was the coolest, most helpful, warm, gentleman. I greatly appreciate his attitude and his willingness to help me with my requests Shout out to him

Rating:

5.0

Loved the staff!

Rating:

5.0

I can’t think of anything! Well done!

Rating:

5.0

Walter is the man... and the kid that hooks up trailers... great crew, I rent from them often...

Rating:

5.0

All staff there were super nice and helpful.

Rating:

1.0

I made a reservation over the phone 30 minutes prior to pick up at 5150 Obama in Los Angeles. When I arrived, there was several upset customers because there were no trucks. This caused a 45 minute delay in my ability to locate and rent another truck, which cost me more than $170 in loss. I had hired people to help me move and by the time I had gotten to the location, I had to postpone the move until the following day, forcing me to extend the truck rental for an additional day. I rent a U-Haul about once a month and this is absolutely unforgivable. The workers at 5150 Obama knew that they did not have trucks for several hours. That is what they told me. Why would you send me in rush-hour traffic to pick up a vehicle that not there?

Rating:

5.0

allgreat!

Rating:

5.0

Like I said in the comment above the Hispanic gentleman was very polite informative got the return done fast but he had a co-worker that kept side busting into our conversation with rude comments

Rating:

5.0

These guys at this location are always helpful and efficient in their operation.

Rating:

2.0

Denise & The Manager were nice - when I came into the Lincoln Store. The Night of Pick UP - However, the truck was dirty when I got it inside. The dash of the cube truck - controls - literally - fell through the console - I had to reach underneath to fix it multiple times. The night I went to pick up the rental - after filling out the rental/membership form online prior - then doing it again via the Ap - They Disappeared! Wait What? My Reservation was there (wrong) but was there. Gone -- Did not work. I called multiple times to U-Haul. was disconnected 3 times after giving all my information over and over again - finally got through. One woman from U-haul via PHONE who was great - finally helped me - it took over an hour to finally get my rental. Which was booked wrong. I set everything up to be quick and easy (5 days in advance) - and it turn into a nightmare. Homeless people, sadly walk the lot as and hang around - they're harmless - but it's not helpful when one is trying to focus on - "is my rental clean or not" "snap this photo" "snap that photo" - your thinking - hell I want to get the heck out here. Now - tell us your mileage... oh wait the dash is broken... let me take a tutorial on that for another 10 to 15 minutes. Please. No thanks. Fix the Ap. Clean the Vans/Trucks. And be sure the dash isn't broken - or at least put some tape on it. Something.

Rating:

5.0

Super easy great uhaul team at Lincoln Blvd Santa Monica ca

Rating:

5.0

I've rented several Vehicles from you and this one was not as nice or as clean as the others. Plus, it was extremely bumpy. Made a weird noise. I have to say though, all your vehicles have very comfortable seats. Your office staff is exceptional. Each time I've called or gone in I had a different representative and every one of them were extremely courteous, efficient, helpful, friendly (and some were even very funny). This location is definitely the best UHAUL facility I've been to.

Rating:

5.0

Walter was truly amazing!! He turned my whole day around- he was efficient, kind, and thoughtful in his approach!! Highly recommend

Rating:

5.0

I tried to use the app and didn't realize I couldn't drop the truck off in a different location. My initial reservation didn't go through because of this and I didn't feel like the application made it clear that the reservation didn't go through and that I couldn't drop something off in a different location. Luckily the people in the store went above and beyond to help me get a truck.

Rating:

1.0

This branch rented me a jalopy U-Haul, there was so much wrong with it and that was before the truck broke down in Phoenix. I'd say this was probably the most stressful move I've ever had, and I've moved at least a dozen times. I will never rent a U-Haul again for moving and have told all my friends the horror story I went through and to never use this company, and especially this branch.

Rating:

5.0

Went well .

Rating:

1.0

I was charged $67.00 fuel charge for a ten mile trip!

Rating:

1.0

Horrible customer service. The GM handled the situation well, but one of the employees yelled at us on the phone for an error that u-haul made. will not be renting from this location again.

Rating:

5.0

Staff was excellent! Extremely professional and upbeat.

Rating:

5.0

Everything was excellent and want to say thank you to the general manager, ( apologies, I don’t recall his name ), he was very attentive and helpful. Thank you Sir 🙏🏻

Rating:

4.0

The Hell you have to go through over the phone just to get a question answered. If you're calling for address or store hours, we shouldn't have to answer 50 questions to get an answer. cust: what's your address? Employee: what's your name? Reservation #? Did you book w/ CC? Just answer our question! Give the address! or store hours.

Rating:

5.0

Walter was so friendly and helpful as well as the rest of the staff. It made our rental process easy and efficient

Rating:

1.0

Air conditioning was not working, my bicycle was stolen at there location, one of of the staff was condescending.

Rating:

5.0

The entire team was great. Especially Walter the manager. He was excellent. Thank you so much

Rating:

5.0

Nothing . This was the best U-Haul experience I have ever had. Most important, your employees were fantastic. I believe the woman that greeted me was Necee and she was tremendously helpful, and super pleasant. The store was clean and well stocked. The van was ready to go in in good shape. The young man who took the van back at the end of the day was such a nice class act I was super impressed. This location deserves a bonus or an atta boy or whatever you do to recognize a fabulous retail outlet. Absolutely recommend this to others and would go back in a heartbeat.

Rating:

2.0

Associate unhelpful and avoid/dismiss customers instead pf engaging and helping them

Rating:

1.0

I was told to drive over half a mile and park on a bridge that was posted, if I was later then 7pm my car would be towed. So then I had to walk back on the side of a highway with no sidewalk to get the truck. Then on return having to walk all the way back in the dark with my hip replacement throbbing.

Rating:

4.0

Walter is very kind and efficient. The truck is gross, the transmission is slipping, and there was trash from the previous person inside.

Rating:

5.0

The team at the santa monica location was excellent. The manager Walter was great. Extremely helpful. Thank you all very much.

Rating:

5.0

The manager Walter helped me out with an urgent 10' ft truck for a last minute rental. ON THE LAST DAY OF THE MONTH!! taking care of bisness.

Rating:

5.0

Walter - the mgr. - explained everything well, was very courteous and helpful -

Rating:

2.0

Your pick-up process is an unduly complicated nightmare. All the nonsense with photographing myself, the gas gauge, uploading, downloading - is fucking ridiculous. I'm renting a van, not adopting a child. I filled everything out online, provided all my information...and basically had to do the same thing again in person. I don't have time for this crap. But the employees on hand were very helpful and competent. None of this is their problem - it's management's!