Customer Reviews for U-Haul of Santa Monica

Rating:

4.0

Very quick and easy. Helpful employees

Rating:

1.0

Bad behavior from the manager , he demanded I download the app, I tried several times , I kept getting kicked off line , at one time I said as I tried to, “ oh shit “. He became aggressive and angry and scolded me and said “don’t curse at me “! “ who do you think you are “? You better apologize “. I am a 63 year old attorney , and have never been treated this way . He knew me from prior rentals and I have always been polite . I will never rent from this location and advise you to terminate this employee . He is aggressive , takes things personally , is rude and really out of line . Enterprise has van rentals and I will go there and be treated politely with respect for being a repeat customer . Absolutly disgusting !

Rating:

4.0

Check-in process needlessly complicated. Driver license pics & credit card info in pre-check-in and then again in check-in with long system waits. It's as if you don;t want people to transact with the company.

Rating:

4.0

I only had one problem...the app did NOT work as it was supposed to. I had a 6am pickup and was instructed that the app would provide me with a way to get the keys to my truck that were held in a lock box. I scheduled the pickup for 6am because I needed to get on the freeway before Friday morning rush hour started as I had to head to downtown LA. I saw on the app that there were instructions to reach a LIVE person via text if there were any problems by typing "Help" into the texting field. I did this three times as I waited in 37 degree temps outside. I also had workers meeting me at my Public Storage facility downtown. I needed everything to go smoothly. When I reached the General Manager at the Santa Monica U-Haul office, he kept telling me that the truck was ready to go and that it was my phone that was the problem. Obviously, things got heated because an employee from the U-Haul office showed up just before 6:30a and tried to use the app on my phone and let me know the app just didn't work sometimes. The experience just caused undue anxiety. I was expecting a $50 credit since I was unable to access the truck at 6am through no fault of my...or my phone's...own. Everything else went smoothly...but being unable to reach a live person who could help me out at 6am caused undue stress.

Rating:

5.0

Nothing to improve. But the gentleman who checked me in and gave me the keys might be the nicest and most professional employee you’ve ever had. Don’t lose that guy!

Rating:

5.0

The service was EXCELLENT when I picked up the truck and returned it. Nothing but nice people.

Rating:

1.0

Had to be transferred here due to lack of forth thought on renting a truck the night before at Radius auto body. They rented a truck the night before to be returned at 8am. With my reservation at 10. I waited an hour and then ended up having to uber across town. I have never had a more terrible experience

Rating:

5.0

An overall delightful experience. For the size of the lot, the staff here maintains it very well. Everyone is friendly and makes sure you're helped in a timely manner.

Rating:

5.0

Miles was exceptional. He was answering the phone and patiently answering questions, communicating well with those who interrupted him without neglecting the customer in front of him. He wonderfully managed the long line at store open and kept things moving well. I was blown away by his professionalism, adaptability, kindness, and efficiency. He was doing at least 5 different jobs, communicating well, and all with a smile on his face. Wonderful experience.

Rating:

5.0

You guys were so kind and nice!!! Amazing customer service. Fri. Check out and returning the product you guys went above and beyond

Rating:

5.0

Timothy B was great.

Rating:

3.0

Customer service was friendly but rushed. Used mobile service but assigned rental equipment truck was stuck behind other vehicles, make sure assigned vehicle is not obstructed. Thank you.

Rating:

3.0

The front desk folks were not the friendliest folks. To require app check in is ridiculous for some customers. I’d recommend this location because of convenience to our locations.

Rating:

3.0

I received the U-Haul with it on empty and gas light on, very annoying to have get gas when you just picked up the U-Haul. While there is a gas station right nearby it is a headache to get to and just a kink in the process of getting the U-Haul.

Rating:

5.0

Great service and people

Rating:

3.0

Pick up process was very annoying

Rating:

5.0

Walter was so impressive to us as a family. We came in from Atlanta, Georgia to pick up a truck and he could not have made our lives easier! I just wanna tell Walter that he was the best customer service the best assistant he cared about our situation and he did everything he couldn’t make our experience easy. Thanks, Walter and I hope to find more Walters across the world!

Rating:

5.0

All was 100% perfect

Rating:

5.0

Great place to get a moving van for an hour or a day. Manager is also great!

Rating:

5.0

Walter was nice with us, great service

Rating:

5.0

Excellent! Thank you. LORD Bless

Rating:

1.0

I showed up around 8:45 and was first in line when I got there, it took about an hour for the system to process my check-in at the counter. Understandable, sometimes the system is slow. I got the truck with 1/4 tank in it, which wasn't enough to get me to my location, which I had previously asked for 100 miles in my reservation. In addition, I had been guaranteed that the equipment I reserved would be there, and I had reserved two furniture dollies. There were NONE available and they made me purchases two in order to complete my order. This is ridiculous! They should have rented me the new ones and added them to their stock of rentable dollies. Overall was a terrible experience, and I will look elsewhere in the future.

Rating:

5.0

I was so tired from packing the easiest thing about this. Move was renting this beautiful truck Chante and the service team were so kind and professional. I was in and out of there in minutes I didn’t have my reading glasses, so Chante had to set me up with the app, which was extremely simple. She was very lovely. Thank you again for a wonderful experience

Rating:

5.0

I have rented here several times and they are the best!

Rating:

1.0

The U-haul I received was dirty ont he inside & out. there were parts of the seat that were broken. this specific van needs to be fixed or removed from the fleet.

Rating:

5.0

Great service, very clean cars and they updated them! New Vans. I rented it in 2021 and now in 2026 and I can see that new Vans have cameras for rare view which makes it very safe to drive.

Rating:

5.0

Always use Uhaul. Always reliable.👍

Rating:

3.0

Our van was parked between cars so that we couldn’t pick it up and had to go inside to change it to another vehicle which took time. The service employee was kind and helpful, but I expect that my car is ready for pick up when I book it in advance. And there are homeless people on the property offering help for moving. Doesn’t feel very safe.

Rating:

3.0

The U-Haul app I used to pickup my van was extremely frustrating. It took me 45 minutes to navigate through multiple screens. It kept asking me to retake screenshots of my face and driver license (5 times). The counter s taff wasn’t helpful at all. When I finally got the keys to my van it was blocked in by 5 other rental vehicles. This was a total waste of my time. Next time I’ll rent from Enterprise and save the hassle.

Rating:

5.0

Love U-Haul. The customer service is the best around

Rating:

3.0

The lack of human customer service is incredibly frustrating. Having the ability to check in online is great, in theory, but the entire process is very slow and inefficient and when there’s someone on site available to help you through the process but not actually able to is really ridiculous. Pick up and drop off take far too long because you have to take a bunch of photos that may or may not upload properly and it’s not a good process for people who are clearly trying to get things done. I don’t think these are jobs we should be taking away from people. Online check in should be a supplemental process not the only process.

Rating:

5.0

It was really easy! Well done. New truck too! Everyone was friendly.

Rating:

5.0

This is the second time I choose this location. I do not live in this city, so after randomly choosing it last time they were at the top of my list to return to. Family owned, all of the staff are friendly and knowledgeable. The equipment is an excellent shape. The location is convenient as it is next to the freeway. Check in and check out process were well defined and simple. The only tricky part is parking your car if you have to leave it. The adjacent neighborhood and commercial districts have many no-parking hours and stipulations. Recommend you get dropped off. This is now my go-to location for central/Western LA uhal!. There are many locations however as someone coming from out of town, I would rather pay for a little extra mileage and know that I'm renting from a five-star operation then take my chances on a different lot and equipment. Thank you!

Rating:

5.0

Walter was great!! He was super helpful and had amazing energy!!

Rating:

4.0

I think it’s ridiculous that I had to spend 20 minutes checking in my own vehicle. I’m definitely angry that I got a parking ticket as a result because I overextended my time at the facility I just arrived as the meter maid was ticketing my car so I feel like I wasted my time doing the work of somebody that could’ve checked my vehicle in, in the morning and not for an extra fee. I don’t know how in the world you guys can make this smoother but for a frequent flyer for example or frequent traveler when I go to Avis or national I just go get my car that I want and I’m out of there. Somehow this has to be made easier and I don’t think a mobile app is that much easier because it doesn’t save me time if I have to take all the photos. Send me a 1099 at the end of the year if I have to work for you and pay more then I will pay just getting a cargo van from national car rental.

Rating:

5.0

The Santa Monica location was great, but I did not originally reserve here. The original location when I arrive they did not have the vehicle and I was forced to take a uber out of pocket to a father location so my overall experience with uhaul was negative

Rating:

5.0

always excellent service Walter is always welcoming

Rating:

5.0

Return went smoothly an was attended promptly.

Rating:

4.0

I’ve used the app in the past and it worked great. This time though, I couldn’t get pictures to upload and it malfunctioned in multiple ways. Your vendor seemed to know about this so I suspect it’s making the process more difficult for both customer and vendor alike. I’m a software developer with enterprise experience. Let me know if I can help.

Rating:

5.0

I have been using this location for two years. From the very first day up to now, the service has always been five-star. If everyone worked the way the staff at this location do, the world would be a much better place))))

Rating:

5.0

Great customer service with girl who was wrking when I picked up the van

Rating:

5.0

It is kind of hard to take all the pictures of the vehicle. But everything works perfect anyway. Thank you David kadison

Rating:

5.0

Truly a great experience. It's hard to find helpful, friendly, knowledgeable reps these days, or a good value for your money. UHaul was all of the above, far and beyond. Moves are stressful enough and this was one less headache to worry about. Uhaul's apps and site seem to be glitchy, but the helpful, responsive, round the clock support covered for that. Especially grateful to the young woman working Saturday mornings! Your delightful, calm demeanor made all the difference.

Rating:

2.0

I traveled 8 miles and was charged for 39 miles. I believe the app is misleading in that it doesn't ask you to verify fuel or mileage in order to receive your keys. I didn't need to post a photo or anything, as I have to do when I return the vehicle. The same goes with taking pics of the vehicle. The odometer said I drove 39 miles, which means the actual reading was different from what was in the computer (which I can't prove one way or the other) or the odometer is spiking the numbers. Either way it feels like a trap unique to the app. The staff is great though. I will give this warning to my frineds and family about renting U-hail through the app, so this doesn't happen to them.

Rating:

5.0

The people who work at this location are fantastic. They are helpful, patient, and do the best they can considering the app. The U-Haul app is not so much. I don't know who did the programming for that thing but it is so difficult to navigate and to get to work. U-Haul must be pulling in so much money renting out these trucks. You would think they would invest in hiring programmers that can make this app user friendly. If it wasn't for the manager and employee at this location, I don't know if I would come back but it's because they are so friendly that the human aspect is why I would continue to come back. They all need a raise.

Rating:

5.0

Front desk fella was hospitable, knowledgeable and overall we had an amazing experiencing renting a U-Haul for the first time. A+++++!

Rating:

5.0

Manager Walter and his staff get you in and out fast in professional manor and place me in correct vehicle for my needs.

Rating:

5.0

The staff was very helpful and the transfer was super easy.

Rating:

5.0

The young man who helped me was awesome. He communicated very well, great listener, very patient and thorough.

Rating:

5.0

Great service. Mr Brooks was a pleasure to work with.

Rating:

4.0

Very nice customer service

Rating:

5.0

Mr. Walter Perez at the Santa Monica U-Haul provided us with truly outstanding customer service. He was professional, efficient, and incredibly helpful from start to finish. He took the time to clearly explain everything, answered all of my questions with patience, and made sure the entire process was smooth and stress-free. What really set Mr. Perez apart was his calm demeanor and genuine commitment to helping customers. Moving can be overwhelming, but his attention to detail and proactive approach made a huge difference. It’s clear he takes pride in his work and leads with integrity and care. Because of Mr. Perez, I would absolutely recommend this Santa Monica U-Haul location and will return here for any future needs. He is a true asset to the company.

Rating:

5.0

Everyone at the location was friendly, professional, and eager to help (even helping dry dew off of the windshield)!

Rating:

5.0

The manager of this place was lovely. This is my second time using this location for a move and they are incredibly professional and courteous. My truck was exactly as expected, a painful move was made easy and I wish all businesses were run this efficiently. Would not hesitate to recommend this location in particular.

Rating:

5.0

Your new online system is HORRIBLE. Didn’t work and took 45 min while I was AT the store. I did everything in advance….uploaded my license, all documents requested. They couldn’t contact my wife to verify who I am, actually they didn’t attempt to call her. It was ridiculous.

Rating:

5.0

Nothing. Everything was exceptional!

Rating:

5.0

Overall customer service and facility was efficient, well maintained and managed, staff was personalable and professional, and location was great. Improving the U Haul app, which is not the responsibility of the actual facility, would help. Manuering app was cumbersome and timely; im so thankful that the staff helped me navigate the app.

Rating:

3.0

Two employees were doing their best, but were clearly overworked and lacking any managers on duty that day. Vehicle was not fully cleaned, and had sticky residue inside the cab.

Rating:

5.0

Always 5 star customer service at this location!!

Rating:

2.0

Employees present at location were working to the best of their ability, but there's only so much a person can do. Location felt like it would do better with more staff. Website and signs at location recommended using the app to save time, but the app does not function well. Had to wait in line and speak with a real person regardless. I wish U-Haul would hire more people instead of pushing the app so hard.

Rating:

5.0

The employees know what the customer Needs are- Outstanding service

Rating:

5.0

How initial deposit is garnered against complete invoice. Simplify transaction without the Client Application involvement.