Customer Reviews for U-Haul of Santa Barbara

Rating:

5.0

Great Service

Rating:

5.0

Nothing, you guys are the best. Michael, very nice guy. Helpful and king.

Rating:

1.0

I received a call 6 days after it was returned in regards to it not being cleaned or possible damage to the vehicle. This is not a reasonable time frame considering I had pictures of inside the back showing empty and the vehicle had to be moved due to after hours drop off.

Rating:

5.0

Everything was good

Rating:

4.0

Need an easier way to get a receipt for returned equipment...was told i would be emailed a copy, but, I had to contact customer service the next day to make it happen. Morale of the story...get a printed copy showing you returned equipment before leaving.

Rating:

5.0

Service was attentive and I was in and out quickly.

Rating:

4.0

Can't think of anything

Rating:

1.0

Customer service was very bad... We have rented hundreds and hundreds of U hauls in the past years and we're starting to think about using penske instead because your service sucks

Rating:

5.0

The web system needs improvement. It shouldn't take 15+ min to pick up a reserved vehicle. Staff is required to walk each customer through the process. It frustrating, annoying & a poor use of time for the employees.

Rating:

3.0

I would like an option to have an employee check me in instead of doing it myself online. It takes much longer for me personally to do that vs my past experience of being checked in manually by uhaul staff. I understand the potential benefit to consumers of online check ins in busier locations, but in our local uhaul there is no need for it. Really makes me want to avoid going there in the future.

Rating:

4.0

Online check in terrible. Why not use employee at location to provide service instead of tutoring in use of uhaul app? May seek another rental next time due to online hassels.

Rating:

4.0

Provide check in instructions to customers before they arrive to pickup rental.

Rating:

5.0

The rental app is so bad

Rating:

2.0

The problem is with U-Haul not this location. The people are great, the company does not make the process easy, nor is the information they provide on-line accurate. Yet they are very much on you

Rating:

5.0

Really excellent staff at this location super helpful and friendly. A++

Rating:

2.0

The process to check in online is very inefficient and annoying

Rating:

5.0

The person who helped me at the check-in was very nice and patient, when I returned the truck it was the same guy. Very kind and professional.

Rating:

1.0

Horrible new check in process. You will lose many customers because of this process.

Rating:

5.0

Loving the updated user experience with U-Haul, so much easier with my self check-in & return on the cell phone, looking forward to the 1 click / stored profile solution in future. Keep up the great work

Rating:

1.0

The check-in process was ridiculously complex, I and several other customers just ended up handing our phones to the U-Haul employees, who agreed it was all too complicated. (For example, customers are required to have Location Services on their phones turned on, but then that's not enough if it's not *also* turned on in your web browser, and the line is building up behind you as you try to figure this out...)

Rating:

3.0

The new check in on cel phones is very time consuming and annoying.

Rating:

5.0

Keep on trucking!

Rating:

3.0

Check out and check in is very cumbersome. The app did not work very well. The agent though, was very helpful. I did all of the paper work on line, I should not have had to do it again.

Rating:

3.0

Have behind the desk workers at least greet or acknowledge a person entering, even if they are on the computer looking something up. Good old fashioned basic human intersection training would go along way in making UHaul brand spores more professional. Everything seems to be on security cameras so you could train employees to know they are are being monitored occasionally for friendliness, and a helpful attitude. Branding of a business is definitely tied to how a customer feels when interacting with the brand and if that client or customer feels like a burden to staff, it's a Debbie Downer:)

Rating:

5.0

Your website doesn't work on firefox on android (specifically on the photo upload element). This is not acceptable

Rating:

4.0

The automated system seems to slow down efficiency more than it benefits currently. Customers are unfamiliar with the process and also having difficulty connecting to the web service. As well the limited locations of the QR code to begin the process end up cramming customers together trying to find a space to complete the form.

Rating:

5.0

Your check in system was horrible. The fact that you needed to call personal references at the time of pickup with the possibility of me not getting my vehicle was unacceptable. The level of going over the vehicle for dings or scratches was intolerable. I will never rent from U Haul again and have never been put through all this bullshit before with any other rental company. I'm pissed off with you

Rating:

4.0

Your online check in and validation system is AWFUL. A dreadful customer experience, it didn't work, the online support staff were useless and unresponsive and no one had any initiative or empathy. Thank god for the two staff in the store who were really helpful, understanding and apologetic. They saved the day.

Rating:

5.0

Have paper receipts available immediately after returning the vehicle to your facility, not 10-15 minutes later. All in all, a very nice experience for me

Rating:

1.0

Get rid of the damn barcode check in. BIGGEST WASTE OF TIME .

Rating:

5.0

The staff and manager were amazing. When I made my reservation, I really felt I was getting old-fashioned, friendly service. Unfortunately, UHaul's policy requiring customoers to do everything on their phones at pick-up and return was HORRIFIC!!! I felt terrible for all the customers in line who were forced to use this online service, but were frustrated and found it impossible. I felt even worse for the staff who have no ability to change this policy. If corporate forces customers to rent a vehicle this way in the future, I would NEVER rent from the company again, nor recommend it to anyone else. Poor owners who are just trying to run a successful business and make a living.

Rating:

3.0

The location was without their computer system on arrival. I was forced to check-in via my cell phone - which had one bar of service and was not loading each check-in page. When it wouldn't load the store manager offered one of their phones to use - which ultimately had the same issue. The store manager was unable to process my reservation and had to call a different store to finalize the check-in process. I would strongly recommend improving the check-in process as it was frustrating and time consuming. My check-in was for 12:30 and I didn't leave the location with the rental until after 1:00pm, while still needing to return the truck by 4:30pm. That said, the store manager understood my frustrations and took it upon himself to get me checked in and offer me a discount on my rental due to the issues the store was having.

Rating:

5.0

It could not have been better. I walked in without a reservation and everyone was super helpful. It's the easiest time I've ever rented a U-Haul.

Rating:

5.0

Great service everyone was super helpful

Rating:

1.0

The employees were rude and unhelpful I would never use them again

Rating:

5.0

Guys were helpful and expedient at getting me the vehicle. Made for an easy in town move.

Rating:

2.0

Make it easier to just come in and pick up a vehicle with out just reallying on Wi-Fi or phone network if I come in on business hours shouldn't have to rely on this method only. Took 45 min because of network issues

Rating:

1.0

The check in was painful having to re summit photos of drivers license that i had already done when i booked online and do everything online with poor WIFI The man behind the desk at check in was NOT helpful or friendly CHECK was was better but still wasn't able to complete the process online both the guy at the back drop off area and the guy at the desk were VERY helpful and friendly i rented tow vans - from two locations on the same day The other location got a A+

Rating:

5.0

The drop off at the Santa Barbara Uhaul was quick and easy. A big shout out to Ray Giordano for making the end to a great trip easy. Ray is a very personable man who obviously loves his job. Thank you Ray... J&K Schumaker Roseburg,Oregon

Rating:

1.0

Laziest unhelpful staff ever

Rating:

1.0

Improve Chechin process Add check in kiosk

Rating:

5.0

This location has an excellent customer service

Rating:

5.0

The three young men who were working were all very knowledgable and very helpful. Give those guys a raise because they are worth keeping.

Rating:

5.0

the service was competent , quick and polite.

Rating:

4.0

The physical guys at this location were great, friendly, helpful. The mobile app pickup/drop-off however was a terrible experience.

Rating:

1.0

The check in was poor. Was made to believe that I could do everything on my phone but couldn't. Was told to use my phone but the application kept kicking me out. Had to use one of the locations mobile phones which made the process much longer given the location had numerous guests and only 1 employee working..

Rating:

5.0

I did not drop the truck off. I heard it was nice. My driver did that.

Rating:

5.0

All went great truck ran well both pick up and drop off was smooth

Rating:

3.0

I don't know why the truck pick-up must be done on my phone though I was physically in the store. The whole progress is really complicated and it took me more than one hour to pick up the keys, missing the scheduled time with moving helper guys. I strongly encourage U-HAUL to resume the full counter service.

Rating:

5.0

There was an unavoidable learning curve on doing it online but everyone I interacted with was helpful and patient with me. Great staff friendly and engaging. Very thorough on getting all the details correct.

Rating:

2.0

Hire more people to run the store. There's been a long line out of the door, and my storage box was promised to arrive on a Tuesday but wasn't accessible until that Friday. Even when going to access my box, I had to wait in line to ask the only person up front if they could move their trucks/equipment so I could pull my car in front of my box. There needs to be more people working at the store and no blocking of the drive-thru lane (no chatting with customers while blocking the only lane for 15 mins) in the back of the store so people can access their belongings/pick up their rental trucks. I appreciate the friendliness of the employees however.

Rating:

5.0

Self check in / check out is time consuming and tedious. In person check n / check out would be much more efficient.

Rating:

5.0

Really helpful fast friendly service. Thank you!

Rating:

5.0

Professional staff

Rating:

5.0

Boys were fantastic

Rating:

2.0

It took so long and it was so confusing to try and request my Ubox container back. I called multiple people only to have them give me wrong information.

Rating:

5.0

Isaac took great care of us; made the check in process as smooth as possible and got us out and on our way to move quickly.

Rating:

3.0

Your price per mile is unacceptable

Rating:

5.0

I had trouble trying to scan the barcode to self return. Hope that won't be an issue. Thanks!

Rating:

5.0

Easy check in/out. Thank you!

Rating:

5.0

Great customer service and equipment. Will always rent from here in the future. These guys are top notch.

Rating:

5.0

The guys out back were very helpful and made the drop-off super quick. Pulled up, put the key in the box and drove off.....just that easy. Sent me an emailed receipt in 20 min, just like he said! Great experience, so thankful for the great staff at UHaul!!

Rating:

5.0

The guys at the shop made it so easy on the return. They checked it fast and said, your good to go. Was great after a long day to just return the truck and get home to rest. Compared to my experience with UHaul in San Jose off Senter Road, which is the worst place I have ever dealt. This SB location and guys were top-notch! They seem to be working, keep things neat and pretty clean. And get you in and out fast. When you are moving stuff, you want to check-in and check-out fast. This shop does that! Will use them again.

Rating:

5.0

Great service, very helpful and considerate, but sometimes it gets busy

Rating:

3.0

The log in website is so frustrating to use

Rating:

3.0

I verified with uhaul that the original pick up location would be open in the Labor Day holiday and they said yes, when I arrived the location was closed… you need a more comprehensive hours of operation for your locations, third party or not they have your companies name on their doors!

Rating:

4.0

The staff and facility are great, but there is often a long wait to talk to an employee either in the store or in the pickup lot even if there are only one or two customers there. They seem like they may be perpetually understaffed? My interactions with employees and management of this location has always been stellar. They do need better parking. That is a physical limitation that may be a product of the location.

Rating:

4.0

I appreciated the telephone call to confirm the delivery date as it was incorrect was taken care of immediately. The driver to deliver the box and pick-up was extremely wonderful in every way.

Rating:

5.0

The lady who helped me over the phone, Sharon Smith was exceptional. She was so nice and went above and beyond for me to get an answer I needed. Please make sure she gets kudos!

Rating:

1.0

Every time I called with a question or to setup access, I was transferred and put on hold for a very long time. Once I was transferred four times, and after two hours, the agents hung up without help

Rating:

1.0

You're company is one of the worst companies I've ever had to deal with. You messed my orders up more than 5 times for different things, and youre costumer service is a joke.

Rating:

5.0

Delivery and pick-up of the U-Box was seamless. Thank you.