Customer Reviews for U-Haul of Santa Monica

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

Rating:

5.0

U Haul Santa Monica is always perfect in every way. Walter is the very best! He is knowledgeable, caring and efficient.

Rating:

5.0

The workers in the store were all welcoming, kind, patient and polite. They made it an easy and non-stressful experience.

Rating:

5.0

Truck was clean and ready. Even had a lock. Super easy pick up and drop off. Definitely recommend this location on Lincoln Blvd.

Rating:

5.0

the guys here are great - funny, knowledgeable, easy to work with, and fast

Rating:

5.0

The new Promaster wasn't great. The doors won't unlock without the key. I couldn't move the passenger seat up or back. The alarm would randomly go off when the key was in my pocket.

Rating:

5.0

General manager was extremely helpful

Rating:

5.0

Walter made the difference. He's a big teddy bear and has ALL the information you will need to move forward.

Rating:

5.0

First time using uhaul. I have my own trailer but it's too big for where I needed to pick up my tool box from my old work as a mechanic. This place was nice and quick to hook up and drop off the trailer I rented. There was a slight snag in how the trailer had a bad 4 way connector harness that was bad but easily had a new one in stock and worked. Definitely gonna use this location again if something comes up and I need a smaller trailer.

Rating:

5.0

This location had great customer service. Both employees were very kind and helpful.

Rating:

5.0

Friendly, helpful customer service:)

Rating:

4.0

Using the app was a horrible experience. The check in and out process was ridiculous

Rating:

1.0

Staff was rude. Offered no solutions to the problems we had with the truck and charged us extra for gas even though we left the truck with more gas than we got it with.

Rating:

1.0

This close to my home. The app does not work well, and was very difficult to taken pictures and download / upload. Took 30 minutes and kept repeating the upload pictures numerous times without saving and going on to the next picture. I was told they do not rent from the counter anymore and I had to do it from the app. It was hard the find the rental truck and harder to move it to take pictures as was required in the app. The cargo light did not work. I find that the automated process was hard to use and my brand new cellphone iPhone 17 pro max should have been easier to communicate with your UHaul server. There was a lag in the approval process as well.

Rating:

5.0

Agent was great

Rating:

5.0

Better parking situation

Rating:

5.0

Everything smooth and great. Love the App too.

Rating:

5.0

The staff at U-Haul of Santa Monica (on Lincoln) was above average and equal parts knowledgable and really friendly / in a good mood. Thanks!

Rating:

5.0

Not much

Rating:

5.0

Walt and his team were very kind and helpful.

Rating:

5.0

Bit of a problem with you APP. Your in-store computers don't seem to hook up with the app very well. Store people say use the app. The app gets hung up and you end up spending too much time trying to get it all done. You have the right idea, just bad connections and integration.

Rating:

2.0

A few days after I returned the truck I was charged $15 for not returning it with a full fuel tank but I had completely filled up at a gas station only one block away. The gas gage showed that it was completely full. When I called to complain I was told that the $15 charge would be reversed within a few days but ten days later I'm still waiting for the refund to appear on my credit card.

Rating:

5.0

Overall was a good rental. Wanted to note that I did not have a dozen blankets in the vehicle. But did get a 1/2 dozen from the location. So only 6 blankets total were provided for this move

Rating:

5.0

Had a great experience. Nothing to add.

Rating:

5.0

Customer service in store was very helpful

Rating:

5.0

GM Walter and Team are AWESOME. I also witnessed how patient they were with some customers who needed extra help. Best spot. Most convenient location. josh, malibu

Rating:

5.0

Walter went beyond to get me the vehicle I wanted. None available but he made a call to a customer who was late picking up and she canceled and I got the vehicle! The rental and return was seamless and smooth. Thank you Walter

Rating:

5.0

Excellent! Thank you. LORD Bless

Rating:

3.0

Make sure staff has phone to clock in and help waiting customers. Waited 20 minutes after my initial reservation at 7am to finally be helped due to staff forgetting their devices.

Rating:

5.0

Santa Monica U Haul always delivers a great truck, friendly service and an all around wonderful experience

Rating:

1.0

I’m submitting a serious complaint after having a dangerous experience and disturbingly poor customer service at the Santa Monica U-Haul location. First, the initial employee who opened the building arrived late at 9:12 AM, and it was not until 9:40 AM that the first person received the keys to their vehicle. There was a long line of very unhappy customers, and many people were on the phone with customer support. One customer even announced loudly to the line that they felt customer support was speaking to them as if “they were above them.” Second, the vehicle I received had a brake fluid leak, which left me in a dangerous and vulnerable position on the road. I noticed the leak when I parked the vehicle in my driveway, where the brake fluid also leaked and badly stained the surface. I called the Santa Monica U-Haul location hoping they would bring me a replacement vehicle, but no one answered. I also texted customer service and received no response. As a result, I drove the vehicle back to the facility, and at one point during the drive, my brakes stopped engaging entirely, and I had to slam on the brake pedal with both feet just to get the vehicle to slow down. This was extremely dangerous and could have resulted in a serious accident. After arriving at the U-HAUL location, I was treated very rudely by the manager, who repeatedly referred to me as “bro.” Despite the field mechanic explaining to the manager that the vehicle had no brake fluid, the manager still insisted that the vehicle was safe for me to drive. This presents a major liability, as the brakes were clearly not functioning properly. After insisting on a replacement, the manager finally had an employee transfer me to a new vehicle and extended my drop-off time to 11 PM. However, when I received my receipt, I was charged for the miles driven on the unsafe vehicle that had no brake fluid, and I was also charged an after-hours fee. The fact that I am being charged at all for this experience is unacceptable, let alone being charged additional fees resulting from U-Haul’s negligence. Please issue a full refund. David

Rating:

5.0

Nothing everybody was so cool. It was great.

Rating:

5.0

Friendly agents

Rating:

5.0

All went as planned plus the air conditioning was great!

Rating:

5.0

Our representative was wonderful!

Rating:

5.0

Whole team are great and you get a warm welcome ad soon as you step through the door!

Rating:

5.0

Honestly, my experience was FANTASTIC !! I rented a 10" box van for a 1 way trip and had to extend the rental because I was dealing with some health issues that kept me from loading and driving. Walter took care of the easy extension and Ken was understanding on the other end ! Could not have been happier with the rental !!

Rating:

5.0

Loyal Uhaul customer and this Santa Monica location has been there with me for decades including family and friend. Always professional, tons of really well kept equipment and supplies, this is my favorite store in Southern California and I am a native of the area. I would drive miles just to get my equipment from this location. So professional!

Rating:

3.0

Better customer service would be helpful

Rating:

4.0

The vehicle I rented, I think needed to check the brakes because they made too much noise when braking.

Rating:

1.0

I am never given the vehicle type that I reserve; the Manager does not know the difference between a Box Truck and a Truck. The same manager, In the past I requested for the biggest box Truck that uHaul has but the day I picked up at 4:30pm I was told If I want that particular size truck I had Togo to Inglewood; this was the same kid who is interested in telling customers that he is the manager. He is not interested in service

Rating:

5.0

Walter was very helpful and professional!

Rating:

2.0

They do not pull out the 15’ Van stuck between two other 15’ Vans so you can take pictures before you depart. They said we don’t do that anymore. The windshield washer was empty and windows dirty, I washed all the windows inside and out with Windex including the mirrors. The service with the last manager was excellent but the service her is crappy. The negative attitude of some of some outside employees is anti business and racist towards white people. The UHAUL that I have used the last decades has deteriorated and the staff makes you feel like tgey are doing you a big favor renting from them. Sadly service of some positive younger employees is darken by some older negative employees.