Customer Reviews for U-Haul of Santa Monica

Rating:

5.0

The staff was very helpful and extremely nice. I would highly recommend this store simply due to the staff I worked with. They are great!!!

Rating:

5.0

Fix the gas tank. It would not let us fill tank and cut shutting off. We made unnecessary stops in an already long trip because of this.

Rating:

3.0

Your online process is not user friendly and the workers don’t really help.

Rating:

5.0

Absolutely love the staff at this location, and the trucks are always clean and operable and ready for rental

Rating:

2.0

Zero places to park

Rating:

1.0

Here’s a polished version that keeps the substance of your experience while making it more effective and appropriate for a review: The employee who assisted me with my rental provided a very disappointing customer service experience. I had reserved a van, and when I arrived, I asked whether it would be possible to get a Ram instead of a Ford. He explained that customers cannot choose specific vehicles and that the system assigns them based on mileage and other operational factors. That was completely understandable, and I accepted it. Ironically, after my reservation was processed, the system assigned me a Ram. I was pleased and went out to the lot to locate the vehicle. After spending time finding it and carrying about 20 empty boxes over to load them into the van, the employee suddenly told me that I could not take that vehicle because there were two other vehicles parked in front of it. Instead, he reassigned me to a Ford that was parked nearby. What was frustrating was that there were other accessible Ram vans available in the lot, yet he made no effort to assign one of those. It seemed clear that he had the ability to override the assignment when he wanted to. After I repeatedly asked if there was any way I could keep the Ram, he finally agreed, but only after giving me a great deal of attitude and acting as though he was doing me a huge favor. The entire interaction felt unnecessarily difficult and unfriendly. A simple request turned into an unpleasant experience because of the employee’s attitude and lack of willingness to help. Unfortunately, his name tag was covered with several pins, making it difficult to read his name. The employee was a large-built Black male.

Rating:

5.0

They were great

Rating:

2.0

Manager Perez is horrible, lives in his own little world, could care leas about the customer. He is incapable of having normal conversations or questions / answers… rude, onboxious, overpowering negative responses.

Rating:

5.0

Very smooth and quick

Rating:

5.0

The most helpful and courteous truck rental place on the westside. Easy access, and the staff is knowledgeable. Thank you

Rating:

1.0

The back tire blew out as we were driving on highway 101 with a full load. You put our lives in danger because you didn't maintain your equipment properly. Due to this, we wasted 2-3 hours waiting for roadside assistance. When I rented the truck, the keys were given to me and the employee said "your truck is out there" and pointed to the lot. There was no walkthrough, no detail around the truck, no review of the tires, etc. This is a truck - it's not a car. There should have been more detail and a more thorough look at your tires on the truck.

Rating:

5.0

Good and Exelent service

Rating:

5.0

Lots of cars. Easy accessible. Friendly young people. The parking lot attendant very much appreciated with his directions.

Rating:

5.0

Well the van was super dusty inside and the side mirrors very dirty. I had to stop and clean them after the pickup. I think that’s a small detail that could have been handled prior to pickup. Having said that the staff are the best and very helpful.

Rating:

4.0

Picking up via the U-Haul app was very difficult and time-consuming, and I was standing in the U-Haul office with an agent guiding me through the process. Even so, the agent eventually confirmed the rental manually.

Rating:

5.0

The GM is a pro, he handles everything with class! He makes this location work Great.

Rating:

5.0

Young man with braids was great and made our drop off super easy! Appreciate him :)

Rating:

5.0

staff very professional

Rating:

4.0

Walter your rental staff was fabulous

Rating:

5.0

Great customer service!

Rating:

5.0

Walter Perez the location manager is a Gem. Great to work with and went out of his way to assist my needs.

Rating:

4.0

Unfortunately, the day I picked up my Cargo Van, the computer/internet was down over the whole U-HAUL system. The people did an excellent job of doing the best they could under the circumstances. And a hearty thank you to all those standing in line: they all kept their cool and understood the problem. Patience was on high alert that morning. May 30.

Rating:

5.0

I was genuinely impressed with the calm, kind demeanor of the staff at pick-up. Leslie in particular was great. The entire reservation system was down, causing lots of delays in picking up reserved rentals. But the staff was cool and calm under the pressure. They simply kept explaining the situation to customers and got us all to our vehicles as gracefully and gently as possible. With lots of annoyed, worried, impatient customers, they were really fantastic!

Rating:

5.0

Walter was great.

Rating:

5.0

Great customer service, recommended local labor to assist in speedy pick up and delivery project. Return of vehicle easy and fast! Top U-Haul experience as a life long customer.

Rating:

5.0

Walter was very helpful in getting the rental van and contract completed.

Rating:

4.0

I don't have a problem with this location, they were good on pick up and drop off. I had a problem with U-Haul corporate. When I got there I was surprised by the additional requirements after having made the reservation online. I had to give them an additional person's name & phone number. I didn't like that, I'm renting, not them. I had to provide photos of my Driver's License, front & back. When I made the reservation it wasn't made clear they would insist on more information.

Rating:

4.0

Well, the issue I have with the rental is the 19.99 turned into $145. Think you need to be more upfront about the pricing.

Rating:

1.0

Staff is quite unhelpful and unconvinced by you (the customer).

Rating:

1.0

On the plus side, the staff was helpful. Aside from that, this was a thoroughly hateful experience. Why should I have to download an app to rent a vehicle? The app js poorly designed, didn't function properly and is obviously intended to put more work on the customer so uhaul can reduce its staff. No thanks. Next time I'll go to Penske.

Rating:

5.0

Very fast and efficient with the app and availability was great at the Santa Monica location. The attendant was very attentive as well

Rating:

5.0

The staff is always friendly and helpful. From the initial call where the lady reserved a van, to a smooth pick up and a record time drop off. Two great experiences so far. Nice work guys!

Rating:

5.0

Walter is the best!! I’ve been renting from this location for years. It’s consistently an easy and seamless experience every time! Walter runs this location like a pro! Customer service is top notch and it’s always a positive & pleasant experience!

Rating:

5.0

Need to update software and app. Very hard and can’t check with the app

Rating:

1.0

Staff is beyond normal average slow and super rude . They seem to have a power struggle issue and treat us customers like children … very humiliating and not helpful . They also are complaining that uhaul is replacing them w robots and that they used to be 3x as many … horrendous experience … i suggest you get rid of all and replace them w robots all as this isnt working …. Letting people wait for nd refuse to give information other theb go on the website is not bussiness friendly … i dont have a phone so i was treated like a dog with contagious disease and sent away after waiting too long … My day was very stressed after meeting ur staff

Rating:

3.0

The U-Haul app is terrible and you can totally tell it was outsourced to the lowest bidder

Rating:

5.0

Na

Rating:

5.0

Everyone is so wonderful, helpful and pleasant!

Rating:

5.0

Walter is the best. I needed to extend the time of use for the van Walter was very accommodating. Van was in excellent working order.

Rating:

5.0

The staff were super friendly and helpful - best U-haul experience I've had yet! Will definitely use this location again.

Rating:

5.0

The people running the store were friendly, helpful and made the whole expense smooth..

Rating:

1.0

The process for getting a car is poor. When asking about returning after hours, instructions are minimal and the app is not clear. I spent over an hour trying to return the car, and even then there was no clear point that it was finished. I had to get on the phone again and talk to an agent that ensure it was fine. Every time I took a photo the app failed to upload.

Rating:

2.0

I didn’t fold furniture pads I rented and I was charged five dollars per pad for just folding. I realize U-Haul is a for-profit business, but if you wanna find a way to piss off a customer, you found it.

Rating:

5.0

I'm very grateful for how easy to process was...... friendly, helpful, supportive....... I did not expect it to be so easy....... thank you for making it easy during an extremely stressful time of moving........

Rating:

5.0

Great service and a great manager runs this place

Rating:

3.0

The location was fine. The U-Hall application is the worse. When I got to the location, it took 15 minutes to get the application completed to finally get the truck..15 minutes...what a waste of time. When I dropped of the truck, I was exhausted. Not only did it take 20 minutes to complete the drop-off in the app, the pictures would not upload. I waited another 15-20 minutes for the pictures to upload and they never did. I finally decided to just leave. Then need to fix the appl without have to spend so much time. Should take 5 minutes at the most

Rating:

5.0

I think you’re doing a great job. Couldn’t have had nicer people helping me.

Rating:

2.0

Very unorganized. The App wasn’t working properly and little attention was given to my pickup. Took over 35 minutes

Rating:

4.0

The app didn't work for the return. I spent a lot of time on hold and could never speak with anyone. Ended up just dropping off the van without proper checkout. Very frustrating

Rating:

5.0

Walter had my paperwork all ready when I arrived. The truck was clean and smelled nice

Rating:

2.0

Your attempt to charge me for gasoline when I returned the vehicle with them same amount of gas I rented it with is an unfair and deceptive trade practice. Luckily the attendant checked the return gauge and the photo I took before leaving with the rental and could see that I had replaced the gas. I really don't appreciate the Corporate Uhaul attempt to ripoff the consumers. Shame on you greedy people.

Rating:

4.0

Your customer service department, not the location where I got the truck but the backend customer service. I sent them a message about the charges and they never responded and now they’re charging me a late fee, which is very aggravating.

Rating:

5.0

My schedule is very chaotic. Non of the events I work on are ever the same. This requires different trucks or vans. Walter and his team Always adjust to help us out. Thats why GWFBOB.ORG with E.O. Brandy Gray Has Been coming to this location for years. Thank you Walter and team!!

Rating:

2.0

Did not have the size truck I wanted. Canceled my reservation because I did not show up exactly on time. Made me run the whole experience on my phone while sitting at their counter. Then I had to do it again when a second person canceled my reservation while I was 5 feet away working with his coworker. Bad attitude. Gas was lower than on the contract. Lame.

Rating:

5.0

My only disappointment with this location was the fact that because we were taking the truck one way, the location could only spare 1 of the 2 utility dollies we requested. Otherwise, the staff was great, as was the condition of the truck!

Rating:

5.0

helpful friendly staff

Rating:

5.0

Ecxelente servicio el camión que utilicé tiene la luz de reversa quemado al lado del conductor

Rating:

5.0

Easy processing and knowledgable employees.

Rating:

4.0

Needs more parking!

Rating:

5.0

All the guys working were super helpful

Rating:

5.0

Great customer service

Rating:

4.0

the stupid U-Haul app never worked, kept having 500 errors. another lady trying to do a after hour drop off had the same issue. I called support and was on hold for nearly an hour, then gave up. the location was good but the haul app and support were Poor at best.

Rating:

5.0

Walter is an amazing person who helped me when I needed it most. Thank you WALTER