Customer Reviews for U-Haul of Santa Monica

Rating:

1.0

Managers 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

Rating:

2.0

The 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

Rating:

1.0

This 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.

Rating:

5.0

Everything was perfect, great customer service. Truck was nice and clean

Rating:

5.0

It was a pleasure!!

Rating:

5.0

This 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!

Rating:

1.0

Brakes issues, engine issues. Lock on the door didn't work have to find a parking to park it over night

Rating:

5.0

Outstanding customer service on location

Rating:

5.0

Leslie 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.

Rating:

5.0

Friendly staff with happy attitudes. Will I use this U-Haul location again, absolutely!

Rating:

5.0

Excellent service by Danielle

Rating:

5.0

Really easy experience and great customer service picking up and dropping off.

Rating:

5.0

Service and product on both sides of our move was excellent!

Rating:

5.0

The dude who runs this place is amazing!!

Rating:

4.0

Checking 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.

Rating:

1.0

Why would we get charged for 2 gallons of gas when we drove 2 miles. Total BS.

Rating:

5.0

Excellent customer service Especially the manager he tried his hardest to help me get a truck

Rating:

5.0

3rd time renting here and always easy and great service.

Rating:

4.0

I still wish you would rent trucks with backup cameras, cause the box trucks are hard to park without them

Rating:

3.0

The 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.

Rating:

5.0

Dealt with the manager of this location when returning this truck. Had a great experience and had speedy service. Was overall a great experience

Rating:

1.0

I 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

Rating:

4.0

Not much to say but very happy

Rating:

5.0

Great experience. It is what I would expect from a company with the reputation of U-Haul.

Rating:

4.0

The 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?

Rating:

5.0

Fast Checkout and very friendly and professional.

Rating:

4.0

Original requested vehicle wasn't available but the staff worked hard to quickly find a suitable substitute. Employees were helpful and friendly.

Rating:

5.0

Nice guys, easy to chat with and helpful. Appreciate it.

Rating:

4.0

Be clear that theres an overnight charge for bringing the van back after hours even tthough you have a key drop

Rating:

5.0

This was absolutely the best rental experience! I was unable to unlock my phone in addition to other issues that were totally on me. The woman who helped me could not have been more patient & professional. The cargo van was clean and a pleasure to drive, and was just what I needed. Thanks to the staff at U-Haul.

Rating:

1.0

This review is for u-haul in general. Had a rental on location for a move to be picked up at radius autobody which was not staged or ready when i arrived . Huge inconvenience and lack of integrity on u-haul . Waited in the rain and called u haul and they then rerouted me to santa monica . Missed my internet cable hookup for this and among others. Not happy with this massive oversight and poor business practices.

Rating:

5.0

Walter helped me a lot with the requirements for the contract, thank you

Rating:

3.0

Really poor service

Rating:

2.0

The staff was great, but the mobile check in was a nightmare. I reserved a cargo van, uploaded pictures of my drivers license, input my credit card information, the whole nine yards. When I get there I was given the option to do a mobile check in which was supposed to be faster and easier. Except the mobile check in made in input my contact info again, and my credit card info again, and take pictures of my drivers license again. I did all that already, why would I have to do it all again!? So stupid. Then it made me put in 2 contacts. WTH? I've never had to list contacts when renting a U haul before. Worse yet, when they called my contacts, they wouldn't say anything. So it was a never ending cycle of *Ring Ring* "Hello?...... Hello?....... HELLO ?!" After 25 minutes of trying the mobile check in I gave up and went inside. The guy at the counter was super helpful. He could see how frustrated I was (and he witnessed them calling me and then not say anything when I answered) and he was able to get me checked in and in a van in less than 5 minutes. Of course as I'm trying to leave my phone is getting bombarded with text from uhaul saying "Before you leave, don't forget......." The mobile check in is completely broken and an absolute nightmare, but the guy as the counter was awesome. He was a real lifesaver. Keep him around and pay him right.

Rating:

5.0

Walter was great. Helped us through the app process. :)

Rating:

5.0

The young lady at the check in was excellent.

Rating:

5.0

Excellent customer service excellent equipment very friendly and helpful. Keep up the good work.

Rating:

2.0

Way too much friction to pick up a truck. Grumpy manager who made me download the app to check in only to give him my phone and have to redo the process 3 times while having to listen to him complain about how hard his job is. Will choose a different company next tome

Rating:

5.0

Nothing…… Just keep doing what your doing. Your kindness, knowledge and respect for your customers goes a long way!!

Rating:

5.0

Walter Perez super nice Very friendly and exelent customers service

Rating:

5.0

I had a great experience renting a van from the Uhaul facility at Lincoln and Olympic in Santa Monica. Walter was very helpful and set a relaxed and comfortable mood. De Jon was friendly when I returned the vehicle. The van was very clean and was a very smooth ride. I thought the pricing was very fair. Overall I had a very positive experience. Thanks to all!

Rating:

1.0

The truck I got had the windshield covered with bugs and the 20 foot box truck had no back up camera which is unsafe. Someone had closed all the air conditioning vents on the truck so that the air-conditioning didn’t work, but I figured out the problem and at least got the ones I could reach open while I was driving on the freeway. The gas-guzzling ford used $50 worth just to pickup cabinets at the store.

Rating:

5.0

The people who work there are so nice!!!

Rating:

1.0

They ripped me off on an 11 dollar fuel charge on my credit card when I took the truck back it was on the same level when I 1st picked up the truck im going to complain to uhaul customer service

Rating:

5.0

Smooth rental pickup and return

Rating:

5.0

Very easy to get to and super helpful team!

Rating:

1.0

I had to drive a 26' uhaul truck through heavily populated, dense LA neighborhoods. When I got ready to drop the 26' truck, I was told that this location doesn't accept 26' trucks, and I needed to take it some place else. It was 7:15pm so I had to deal with the 3rd party call center. They were very unhelpful and couldn't direct me on what to do, other than drop the truck at this location. I also needed to finish the move due to all of the unforeseen complications, so I had to get an additional day. The people at this location were polite and helpful, but the logistics were awful. I will be asking for a discount on these charges.

Rating:

5.0

Love Walter and his team. Efficient, friendly funny exactly what I needed.

Rating:

4.0

I would go back to this location. The staff were very helpful and good at their jobs; the supply store there is extremely comprehensive, the vehicle was reasonably clean (though they should wash the inside of the windshields with glass cleaner at least occasionally-- we weren't able to get some grime off it and it was hard to see through in low sunlight). The whole experience was pretty frictionless.

Rating:

2.0

The manager himself ,was extremely rude and obnoxious. To rent a U-Haul was so stressful and frustrating-every aspect of this rental was a joke run by and managed by the most unprofessional people I have ever come across in a business Never again shall I or anyone of my associates rent from U-Haul again Thank goodness for competition

Rating:

5.0

I would have preferred to have picked up the truck with a full tank and not 1/4 but Walter was a pleasure to deal with. Straight shooter.

Rating:

1.0

I would give this location 5 stars for customer service and helpfulness. However, the auto transporter to which my car was attached was done incorrectly (potentially posing a danger). The strap on the front right tire came completely off several times during my drive to Texas. When I arrived at the U-Haul on FM 78 (San Antonio). The strap was already off that tire again. The gentleman who assisted me did tell me that the wrong bolts/equipment were used to secure my car my vehicle properly. I really hope this error did not cause any problems with the front wheel alignment.

Rating:

1.0

I waited for my final receipt, and they never handed to me, I washed and cleaned so well, over charging is normal

Rating:

4.0

the van smelled like an ashtray

Rating:

5.0

Thank you so much to Walter at Santa Monica location for his great help!

Rating:

2.0

The person who rented me the truck was rude and condescending. Last week and the week before I picked up a truck at City Car Rental on Ocean Park Blvd. The experience was far superior at that location.

Rating:

5.0

Everything was great. The only thing is that there is a pipe and a lighter in the glove compartment. You guys should remove that. But apart from that everything was good!

Rating:

5.0

Jerry and Walter were amazing and super helpful! Will be going back to this location if I ever need anything else from U-Haul!

Rating:

4.0

Locations should have wifi to speed uploads from app. Uhaul should give credit for returning equipment with more fuel than it was issued with.

Rating:

5.0

I really appreciate the great customer service the ease of me being able to use the app going get the keys rent the vehicle thank you guys great customer service whether I forgot something in a vehicle or need to make a phone call you guys have always been above and beyond👊🏿❤️🙏🏿

Rating:

5.0

Walter really helped me out.