Walter was great!! He was super helpful and had amazing energy!!
ESTEFANIA ACustomer Reviews for U-Haul of Santa Monica
Testimonials From Recent Customers
Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.
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.
TOYA LThe 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
Laura Calways excellent service Walter is always welcoming
KATHRYN NReturn went smoothly an was attended promptly.
SAMUEL MI’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.
Anthony SI 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))))
ANDRII MGreat customer service with girl who was wrking when I picked up the van
Erika JIt is kind of hard to take all the pictures of the vehicle. But everything works perfect anyway. Thank you David kadison
DAVID KTruly 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.
VICTORIA SI 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.
DANIEL DThe 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.
Barbara IFront desk fella was hospitable, knowledgeable and overall we had an amazing experiencing renting a U-Haul for the first time. A+++++!
TYLER CManager Walter and his staff get you in and out fast in professional manor and place me in correct vehicle for my needs.
SAMUEL MThe staff was very helpful and the transfer was super easy.
THOMAS OThe young man who helped me was awesome. He communicated very well, great listener, very patient and thorough.
Seshadri TGreat service. Mr Brooks was a pleasure to work with.
PHILIP SVery nice customer service
Richard KMr. 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.
J EEveryone at the location was friendly, professional, and eager to help (even helping dry dew off of the windshield)!
WILLIAM BThe 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.
Megan GYour 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.
Shawn GNothing. Everything was exceptional!
Chavonna JOverall 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.
John PTwo 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.
DAVID DAlways 5 star customer service at this location!!
serena sEmployees 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.
Cody KThe employees know what the customer Needs are- Outstanding service
SUSANA WHow initial deposit is garnered against complete invoice. Simplify transaction without the Client Application involvement.
Anthony ZI returned the trailer, but it apparently wasn't properly logged when i did so. I was contacted early the next morning, informing me that they had not received the trailer. It took about 20 minutes for them to verify that the trailer was there.
TROY FMake sure trucks are functional and well maintained. Improve response times of tow trucks.
Sean BManagers son threatened to charge me $350 if I didn't bring truck to another location where it was needed. I never agreed to that and it wasn't on my contract but he ended up charging me anyways. Ive been renting from this location for over 10 years and never been treated with this much disrespect
JEFFREY RThe truck's windshield was greasy and difficult to drive out of the lot. On the same evening when i turned the lights on, the left headlight was out and the left turning light was blinking twice the speed. Next morning i found a blue fuse on the truck, floor, indicating something was off with the fuse box affecting the safety of this vehicle. Otherwise the machine runs well, but i was surprised at the lack of safety control
MANUEL BThis was the worst customer. It took 30 minutes to get the app to approve my rental once I was on the lot. The app provisioning is a long process and it timed out so I had to call back in. The staff, Walter Perez and an African American woman on staff don't take ownership of the brand. If you are having a problem with the app, thats your problem and with "them"-U Haul. They don't understand that even though this maybe a franchise, they are the brand in front of their customer. They were extremely unhelpful and will never use U Haul again. You need a scale for lower ratings as you didn't earn a star. The app maybe better for you but its an awful customer experience to get provisioned and to have awful customer support behind is just poor execution. You could not pay me to use U Haul again.
John SEverything was perfect, great customer service. Truck was nice and clean
MAURICE PIt was a pleasure!!
Peter ZThis is the best location I have ever been. Walter and his team make difficult moving situations easy with their professional knowledge and advice, kind demeanor, and patience with all customers. 10/10 would rent from here again. Thank you Walter and Leslie!
KRISTOFER KBrakes issues, engine issues. Lock on the door didn't work have to find a parking to park it over night
BABAK FOutstanding customer service on location
Bruno dLeslie is a gem of an employee!! I just really want to give her a shout out. She went above and beyond with customer service, and support. I watched her be kind to every person that phoned, and every person that walked through the door. When I had issues with locking the back of the truck, she came and met me and made sure that it would. I am so happy that I met her, and I really hope that management knows what an asset she is. She is the reason I am rating this location so highly.
Megan EFriendly staff with happy attitudes. Will I use this U-Haul location again, absolutely!
OSVALDO JExcellent service by Danielle
MICHAEL KReally easy experience and great customer service picking up and dropping off.
Joshua LService and product on both sides of our move was excellent!
ANDREW HThe dude who runs this place is amazing!!
Robert KChecking out a van with an an app and not interacting with the workers there is super annoying. I miss the human element of interaction. The app sucks.
Paul GWhy would we get charged for 2 gallons of gas when we drove 2 miles. Total BS.
melissa lExcellent customer service Especially the manager he tried his hardest to help me get a truck
STEPHEN G3rd time renting here and always easy and great service.
Victor SI still wish you would rent trucks with backup cameras, cause the box trucks are hard to park without them
PETER FThe rental vehicle smelled very bad of cigarette smoke and was not clean. After our move our furniture smelled like the cigarette smoke which was very disturbing as well.
THOMAS HDealt with the manager of this location when returning this truck. Had a great experience and had speedy service. Was overall a great experience
Anthony GI was overcharged 60 miles. The person when I rented the car lied to me about the truck having a usb and back up camera. Then when i returned the car I was told they were to busy to give me a reciept and I had to wait for an email. I have used your service 3 times in the past 4 months and then when I go to the corporate office I get overcharged and treated poorly. Terrible experience
ADAM KNot much to say but very happy
OSCAR MGreat experience. It is what I would expect from a company with the reputation of U-Haul.
STEVEN MThe driver& passenger doors did not close properly and required unusually heavy force … truck may have been in a collision that pinched the door clearances. Dashboard Warning messages about “ needs stabiltrak maintence”& beeps were distracting Wish your trucks had backup cameras like all other cars& trucks have nowdays. I could not find a hazard warning lights button to use when parked in street for load/ unload. Does one exist?
PETER FFast Checkout and very friendly and professional.
JOHN FOriginal requested vehicle wasn't available but the staff worked hard to quickly find a suitable substitute. Employees were helpful and friendly.
Michael J