Customer Reviews for U-Haul of Santa Monica

Rating:

5.0

EXCELLENT STAFF. EXCEEDED MY EXPECTATIONS, FOR SURE!

Rating:

5.0

Mr Walter, manager at this location, was very helpful and caring after my frightening experience. He encouraged me to drive his UHAul without fear. Also helped me in getting local help to unload old and load new UHaul. Thank you so much Mr Walter for your help and prompt help to make my 360 miles journey to Fremont, CA. He was busy with other customers but promptly helped me as soon as I arrive. He was very aware of my situation and provided all sort of help and comfort to make my trip comfortable. Thanks again Mr Walter.

Rating:

4.0

We reserved at Total Box Supply. At pickup time no one was there and no truck was assigned. We did not rector notification. We were able to reserve a truck at the Danta Monica location. The lack of parking at Santa Monica was a problem but the staff was very good.

Rating:

1.0

Improve customer service

Rating:

5.0

The person at the counter was very helpful and courteous.

Rating:

1.0

When I rented a 10’ one way truck through the U-Haul app, there was a 45$ offer to return the rental truck at a further location from where I would be moving. I finalized the reservation and got a confirmation the amount due at pickup. When I visited the Santa Monica location to pickup, the sales representative acts more like a to do check list that has to be met, rather than answer customer questions/concerns, because when I asked why I was being charge the full 150$ rental as opposed as the offer of 105$ through u-hauls own app, he proceeded to say that it was the tax. Now I would like someone at U-Haul explain how tax is calculated from 105$ to reach 50$, and how that makes sense. Since it didn’t seem like the gentleman was not informed about this procedure I decided to take the truck since I needed to move and could not spend time and energy on someone who clearly is only there to hand you the keys and ask you to sign and has no knowledge about u-hauls own business. After the agent hands me the keys and gives a general direction to locate the truck, I proceeded to inspect it from the outside and open the back door, which was not simple as it seemed the latch that releases the door handle was not working properly as it was harder than what should be to open and unlock, and this is not the first U-Haul rental I have rented in the past. So I head back inside and ask the agent if maybe I am doing something wrong with the latch or if maybe it is not working properly, he comes outside and then someone else who I could not tell if he was an U-Haul employee also assists the U-haul agent to open the door, and he proceeds to press down with force to open it, and then the u-haul agent looking annoyed says there is nothing wrong and it is working as intended and that the truck is new, and everything is normal. So again at this point because I needed to move I proceeded to not continue any further as it also did not seem like this agent had any desire to help and just needed to get the trucks rented out. Now after using the door it would periodically get stuck and there would be a need to press down pretty hard for the latch door to open, there was about three times that it seemed as though even pressing down would not unlock the door latch, so overall not recommended to rent from this location and to also be careful when using the U-Haul app as it seems like they used a bait and switch method and still end up charging you the full rental, which also adds to the gas cost to make sure you return the truck with the equal amount of gas that was rented, and to also go out of the way to return the truck when if you are being charged the same why not return the truck somewhere that is a mile or so closer. I hope someone else looks into this poor business practice on behalf of u-haul if need be add some feature on their rental locations to inform their employees and business partners about the promotions, because this is deceptive and a poor business practice.

Rating:

5.0

Great friendly uhaul agents

Rating:

3.0

The 10’ truck I rented had dirty windshield & side mirrors. The driver side mirror was cracked & broken and the passenger side mirror wouldn’t stay in place because it was loose. The engine ran rough and it used a lot more gas than normal for the type of trip. The tire inflation light came on too. I checked the tires at the time and there wasn’t an obvious leak or flat. Gas was half full. A typical U-Haul rental experience

Rating:

1.0

The guy that runs the place is not friendly at all. He’s direct and professional, but not friendly. He moves fast and impatient. I have more to save it. I’ll save it. But U-Haul has been a bad experience overall. And then I ran into a friend and said he had the same shit going on Actually on the same day at the same place. Bummer.

Rating:

5.0

The staff are excellent! I had some issues with the app while I was trying to check in and they were very helpful. Everything was clean and up to date. Overall good experience.

Rating:

3.0

I initially booked my Uhaul at Gulf Gas, I arrived late and they had automatically cancelled my reservation, which I understand because I was late. However, when I called Uhaul to rebook my appointment, they told me I was scheduled at the Uhaul of Santa Monica, but my app showed me that my new reservation was booked at Gulf Gas again. When I showed up at Gulf Gas that afternoon, they could not find my reservation and honestly were pretty rude and apathetic about the whole thing. I ended up going to Uhaul of Santa Monica after being on the phone for another 30 minutes to confirm my reservation. The check in process takes forever because the app doesnt work, the staff is also apathetic at the santa monica location and doesn't really make any attempt to help you- except for Timothy who was kind and helpful. The system crashed while we were there. Dropping off was also a mess because the parking lot was completely full and we got blocked in. The whole process made me want to spend the extra hundred bucks to book a moving company.

Rating:

4.0

Please tell them that if you drive off with the bags of moving blankets, and even if you don’t open the bags or use them, you are still charged for them. I understood the explanation by the clerk when he told me but y’all really need to highlight it on the contract or post a sign.

Rating:

5.0

The check out and check in by mobile phone is laborious and painful. It felt like preparing for a lawsuit. Please simplify.

Rating:

4.0

Van was not very clean inside. The handbrake handle was broken.

Rating:

2.0

took forever to get truck— and was stuck behind someone getting their truck. i also didnt like the vehicles did not have backup cameras

Rating:

5.0

Much more efficient and organized than the last U-Haul I rented 20 years ago

Rating:

5.0

There were issues with my pickup and it made me late. I had to relocate to the Santa Monica location and the front desk were amazing!

Rating:

5.0

This has nothing to do with the location, this has to do with your JF#@(*)U#@($ new, MANDATORY online checkin process. I could have gotten someone to assist me and gotten my vehicle FASTER than your stupid need required process. I don't WANT to give your website any location data/etc. I will NOT be renting from Uhaul again if it's at all possible for me to do. This is because of CORPORATE decisions and forcing me into a process I don't want.

Rating:

1.0

The worst experience. Rude employees, confusing check in that did not indicate the frustrating process I had to jump through when I registered online. Terrible experience and you lost me as a customer. Will make sure I tell everyone I know not to use your service.

Rating:

2.0

The staff forced us to check out using the U-Haul App which was not efficient. The staff did very little to assist those who were struggling with the App.

Rating:

4.0

It seems every company out there is moving towards self check-out, and U-Haul is no different. Really sad to see there is no longer ‘Customer Service.’ Although, the few people working there were quite pleasant and nice.

Rating:

2.0

The app check in process is terrible. I am sorry I was born in this time period.

Rating:

5.0

I had an amazing experience. The guys are extremely helpful. 10 out of 10 would recommend.

Rating:

4.0

Job well done,

Rating:

5.0

There were not that many people working at the counter. The storefront was really pushing the app onto me, but I ran into problems and felt so much more comfortable having an attendant there to help me.

Rating:

2.0

Honestly the worst customer service. Employees are lazy. Don’t want to be there.

Rating:

1.0

the person help me was mean and angry made me wait 25 minute there word no other customer (Eric) I ASK HIM TO GIVE ME ANEW TRUCK AND HE GAVE ME THE OLDEST TRUCK ON THE LOT NO AIR CONDITIONING

Rating:

5.0

Everything was perfect! Thanks

Rating:

5.0

Dude your app sucks. Big time. 6 pop ups after confirm payment, photos wouldn’t upload. Orders wouldn’t appear in order history. Accidentally booked like 3 trucks since they wouldn’t appear. Also you need access to my photos and my location? Honestly one of the worst app experiences I’ve had. Kind of funny how bad it was. I was laughing by the end. But like damn. Maybe just have your employees do something rather than just refer all the customers to the app. Just a thought

Rating:

1.0

I did the check-in online before arriving but when I arrived I had to do it again. One person to handle way too many customers. They seemed disorganized and it took 30 minutes to get my truck. The automated system is terrible. You have to do all the work yourself and the staff are too overwhelmed to assist people or really do anything but move trucks around which seems like should have been done before.

Rating:

1.0

During the move, I received multiple calls and texts from U-Haul changing my drop-off location not once but twice. In the middle of driving a truck without Bluetooth, answering calls safely is difficult, and the constant changes just added stress. Eventually, I was told to drop the truck off at a specific location with 24-hour drop-off, and I received a text confirming that. That was the last text I received, so I did exactly that. The next day, however, I was billed a $50 fee for returning the truck to the “wrong” location, plus an additional $20 after-hours fee that no one had mentioned on the phone. Had I known, I would have gone during business hours. I immediately called and provided proof of the text I had been sent. The representative agreed to email a supervisor about a refund, but I have yet to hear back. The trucks themselves are easy to drive and reliable, but U-Haul’s disorganization and poor communication made this move far more stressful than it needed to be. After being unfairly charged for following the exact instructions I was given, I’m not sure I can trust U-Haul again. Next time, I’ll likely try another company.

Rating:

2.0

The front desk was unfriendly and rude not only to me but also to other customers! I waited an extra 10 minutes because the front desk guy was on the phone with his mechanic pertaining to his Mercedes! Also, my U-Haul wasn’t cleaned out at all! Opened up the back and the dolly was in the middle with already opened blankets laid across the bed. I called to report the problem and was told I wouldn’t be charged but still got charged $25 for pre-used blankets I didn’t use.

Rating:

3.0

I had a hard time trying to call this location to add a day to my rental. The app did not give me the option to extend. After several rings and transfers the machine said I would be connected to a regional support that could help me. I get someone but they just transfer for me back to the store. I eventually get someone and they help me extend it but when I asked questions about what made the most sense for me they didn’t really seem to know. So maybe I overpaid but I’m not sure. I finally drop off the truck and after doing the check in myself on the app I leave. I then get a call from the manager saying that I didn’t do the walk through with them and that there is damage to the side of the truck. He tells me to head back which I do. I don’t understand what I didn’t do right or how the truck got damaged but I head back. Once there he shows me some damage on the side. I tell him to check the pictures I took because I didn't notice that damage when I picked it up or when I dropped it off. I think there was a misunderstanding about whether he had access to the pictures from my pickup because we went back and forth but he eventually showed me a picture from the pickup. That damage was not there before so finally he tells me that I got the insurance so I’m covered and I leave. I came back in rush hour traffic in LA so I can basically get into in argument and for him to finally say I was covered. I’m not sure if he wanted to get a confession out of me or what but me coming back didn’t seem to serve any purpose. I didn’t sign anything or fill out any forms. Overall my experience was below average.

Rating:

5.0

Great Service!

Rating:

5.0

Great customer service.

Rating:

5.0

The staff were fast , efficient, friendly and knowledgeable. It was the best experience possible Paula

Rating:

5.0

I've rented from this location several times and the customer service is always excellent. Not a fan of your app, so usually the staff helps me.

Rating:

5.0

the app doesn't work so well

Rating:

4.0

We dropped off after hours so we did not interact with anyone.

Rating:

5.0

Every employee I interacted with today was exceptionally helpful and outstandingly kind as this was my first time working with U-Haul to move my items. The staff went above and beyond to make sure my experience ran smoothly.

Rating:

5.0

Friendly staff who helped me when the web app failed.

Rating:

5.0

Great customer service by Walter

Rating:

5.0

The young lady that helped me with the rental at this facility was amazing.

Rating:

5.0

Everything was excellent from the beginning to the end. I loved how powerful the AC was in the van I rented . I have used U-Haul many times in the past few years in different states. This location was my favorite by far.

Rating:

5.0

The manager was a great guy. He went beyond to help out. But I reserved an 15 foot truck and they only had a 10 foot truck. Other than that all went great

Rating:

5.0

The GM at this location was very helpful in walking me through the process from start to finish and providing me just what I needed.

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.