Customer Reviews for U-Haul of Santa Monica

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.

Testimonials from recent customers of U-Haul of Santa Monica

Overall rating:

Reviews without text are currently hidden. Show them shown. Hide them

Jon K. on

Rating:

Customer did not leave a comment.

Alyssa H. on

Rating:

Customer did not leave a comment.

Cheryl M. on

Rating:

Customer did not leave a comment.

Rudy G. on

Rating:

Amazing service, the attention is great, and the staff formidable, this is my favorite location!!

Charles C. on

Rating:

Customer did not leave a comment.

Alex J. on

Rating:

Customer did not leave a comment.

Rico A. on

Rating:

Customer did not leave a comment.

Jason G. on

Rating:

Apparently my 10 foot truck got 3 miles to a gallon according to the guy who checked in my vehicle when I returned it. Which either means these trucks have horrible gas mileage or they didn’t actually fill it to 3/4 tank when I got it. Other than that it took 20 minutes to wait in line and check in.

priscilla R. on

Rating:

Customer did not leave a comment.

Hussein A. on

Rating:

Customer did not leave a comment.

Douglas M. on

Rating:

Customer did not leave a comment.

Kevin S. on

Rating:

very impressed

Teferi D. on

Rating:

Customer did not leave a comment.

Patrick M. on

Rating:

Customer did not leave a comment.

Nick R. on

Rating:

Team was great and really made up for the blunders made by my pickup location.

Jeffrey S. on

Rating:

Customer did not leave a comment.

Dennis G. on

Rating:

Customer did not leave a comment.

David W. on

Rating:

Customer did not leave a comment.

Mehdi M. on

Rating:

Nothing

Jethro P. on

Rating:

Make the AC operation more transparent and controllable. Its light illuminates whenever simply starting the cab fan, whether or not AC operation is desired. The operating manual describes what appears to be an over-automated process that robs the user of control. Pushing the button should turn it on or off. Everything else is very well-done in the new vans.

Bryce C. on

Rating:

Customer did not leave a comment.

Susan C. on

Rating:

Nothing, Tony and Candice were helpful, pleasant and professional! Jimmy took my phone reservation and he was pleasant and helpful too. I had a great experience today and will use this location again AND refer others. Please tell them I said thank you...well done!! Susie

Benjamin H. on

Rating:

Best Uhaul I’ve ever rented from. Tony and the staff are fantastic....professional organized and thorough. Will re t again if needed.

Arash L. on

Rating:

Excellent customer service, very friendly and knowledgeable staff. Highly recommend.

Lenny T. on

Rating:

Took me a long time to find an attendant upon returning the truck. They also charged me a $25 clean fee for an empty truck without my approval or any explanation. It was unfair and I feel violated

Benjamin C. on

Rating:

The two ladies helping me out when I was picking up my reservation were awesome. One of the two was in training and I’ll tell you what, the girl who was teaching the new employee how to do run through a reservation pick up was absolutely awesome. She has such a positive energy, she was very engaged with me the customer while training the new girl and the way she walked the new girl through the steps was supportive, respectful, and just made for a fun environment. Y’all did good with these hires and this location is a really good one.

Cole S. on

Rating:

The ignition on my truck had trouble turning. You had to get it just right to start the engine.

Peter L. on

Rating:

The vehicle did not run well. It also smelled.

Christopher T. on

Rating:

Excellent U-Haul location.

Stan L. on

Rating:

I asked for, and was charged for 12 furniture pads but when I got to the move site I found that the pads were not in the truck. I spoke to Fran the next day (Sunday) and she told me she sent an email to the manager (Tony Waters) and that she also put a note in the contract that I did not get the furniture pads. I expected to get a call from Tony on Monday but it is now Wednesday night and no call. Disappointed. ??

ROGER B. on

Rating:

Your service advisors were wonderful! Efficient, fun, helpful, and knowledgeable! I've never had such an easy good time renting a truck! Thanks-you!

Luke R. on

Rating:

Customer did not leave a comment.

Paul V. on

Rating:

It was a great experience

frank A. on

Rating:

Treat your customers like customers not like they are a pain in your ass. Do your job with a smile not a frown.

Shawna U. on

Rating:

It would be great to have more customer parking and for longer than 15 minutes. I'm not sure if the smartphone process for renting trucks/vans is meant to be easier, but I wasn't happy about sending & uploading photos of my driver license via text, as well as the agent taking my photo on his phone (maybe it's a company phone??). Other than that, the process was smooth and the truck worked well and met my needs.

Mike A. on

Rating:

Catrice was wonderful. Great attitude even with a long line of impatient customers. Also would recommend telling people not to put their keys in the lock box until done when delivering after hours. Was not able to take a picture of fuel as I had put the keys away.

Russell R. on

Rating:

Be more clear on filling with gasoline when returning the rental.

Sean C. on

Rating:

Charge customers correctly

Camille F. on

Rating:

Customer did not leave a comment.

Meg R. on

Rating:

Amazing customer service and friendly employees. Made my very stressful day much better. Thanks!!!

Christopher H. on

Rating:

Customer did not leave a comment.

chris G. on

Rating:

Customer did not leave a comment.

Angellina C. on

Rating:

When I dropped of the vehicle and went inside to ask a few questions. The woman behind the counter was on her cell phone the whole time. She did not even get off the cell phone when I asked her the questions and then another customer came in and she still did not get off. I believe it was non work related as I could hear her conversation. She was trying to get days off so she can go to an event with the person she was on the phone with or something along that sort. Very unprofessional!

vanessa M. on

Rating:

Customer did not leave a comment.

Luke R. on

Rating:

Customer did not leave a comment.

David J. on

Rating:

Customer did not leave a comment.

DENNIS L. on

Rating:

Customer did not leave a comment.

STEVEN S. on

Rating:

Tony runs a friendly and helpful place...steven stogel.

Richard M. on

Rating:

excellent service

Rafik B. on

Rating:

Customer did not leave a comment.

Aaron D. on

Rating:

Customer did not leave a comment.

Gregory E. on

Rating:

Customer did not leave a comment.

rock B. on

Rating:

Had a long delay at pickup. Drop off though, was smooth and efficient. Check-in guy had great attitude and got us on our way in short minutes.

Harry D. on

Rating:

Customer did not leave a comment.

Allen M. on

Rating:

aAll went very well. Best experience with truck rental I ever had.

Derek M. on

Rating:

The person who helped me was extraordinarily rude right from the start, before I even said anything. Never addressed me and was arrogant. So terrible that it put me off for the rest of the day. Furthermore, your employees smoke in front of the building right next to the entrance doors. I am allergic to cigarette smoke and having to breathe it in order to business with you is simply unacceptable. I had three separate conversations with your customer service line. All of them were polite. One person hung up on me, but I'll chalk that up to a mistake as she was quite polite through the conversation. But the guy at the pickup location was just atrocious.

Deborah P. on

Rating:

The woman who attended all of us was professional, kind & patient! I believe her name is Kariss (sp?) Her skills are above average she handled several clients at the same time, & was very pleasant!

Walter P. on

Rating:

online chat/customer service is worthless. They don't respond for hours if ever. It mars an otherwise excellent experience.

Nancy L. on

Rating:

I was really dreading going there as my experience in the past was not pleasant. The people there now are wonderful and the service is excellent.

Deborah S. on

Rating:

Always the best staff. They go the extra mile to help us out. Even when we come in at the last moment with a crazy request, they do their best to help us out. Wouldn't go anywhere else.

Reginald M. on

Rating:

The best location I’ve been to! Mr. Tony and his team were BEYOND amazing.

JAMES E. on

Rating:

You scored. Thank you

Doren W. on

Rating:

Customer service was amazing at checkout. Mediocre on check in

Mathew M. on

Rating:

Customer did not leave a comment.

Andrew M. on

Rating:

An employee there got into an altercation with me during close out the truck. When I was leaving he started to yell at me and started to tell me what to do. Heavy set black guy! Said I damaged the truck when there was an x right next to it. Worst experience ever. This guy has anger issues and must be fired asap horrible customer service!

Sherman W. on

Rating:

The staff were knowledgeable and very attentive. I was very satisfied with my experience there, and will go out of my if necessary, to rent from this location again.

MATHEW M. on

Rating:

Customer did not leave a comment.

Brian M. on

Rating:

Customer did not leave a comment.

John V. on

Rating:

I was told that if returning after hours just park in the lot and drop the keys in the box. I was not told about any $20 fee.

Robert H. on

Rating:

Customer did not leave a comment.

Jeffrey M. on

Rating:

Customer did not leave a comment.

Evan C. on

Rating:

Customer did not leave a comment.

Jennifer A. on

Rating:

Customer did not leave a comment.

Irene R. on

Rating:

Customer did not leave a comment.

Derek A. on

Rating:

I wish they had the option for a 17 and 20ft truck as well

James T. on

Rating:

Busy but efficient, staff knows their stuff!

Jeffrey C. on

Rating:

Customer did not leave a comment.

Georges L. on

Rating:

The customer service was very rude and short with my co-workers who picked up the vehicles.

Matthew S. on

Rating:

Customer did not leave a comment.

Hani A. on

Rating:

Rico is an amazing person, all you need to tell him what you need and he will give you the ideal choice.

McKenna J. on

Rating:

Customer did not leave a comment.

Vishal J. on

Rating:

Customer did not leave a comment.

John G. on

Rating:

Customer did not leave a comment.

Sergio M. on

Rating:

Rude and condescending staff that wasnt helpful with any questions.

Traci G. on

Rating:

Everything was perfect!

Sarah Y. on

Rating:

The line was incredibly long and slow. Sadly, checking in online took just as long. Calling to verify my reference was ridiculous. We had no idea they intended to call (because it didn’t say this) and then they didn’t answer because they didn’t know who was calling. Once we finally completed that part, the key wasn’t where is was supposed to be and I had to go inside and stand in line anyway. Horrible. I only needed the truck for an hour and it cost me almost $60. I will definitely use someplace else next time.

Rob C. on

Rating:

Customer did not leave a comment.

Luke R. on

Rating:

everyone was nice and clear and prompt

Matthew E. on

Rating:

Customer did not leave a comment.

KHALIL M. on

Rating:

Customer did not leave a comment.

Matt G. on

Rating:

Customer did not leave a comment.

little B. on

Rating:

speedy truck return. gentleman was friendly.

william N. on

Rating:

Tony - the Manager was great.

Louis A. on

Rating:

Customer did not leave a comment.

Will B. on

Rating:

LATRICE IS AMAZING!!!!!!! She was so helpful!!!

Dayna A. on

Rating:

Made an online reservation for a van one way and when I got there, they said uhaul does not rent vans one way. Very disappointing! I had to rent a larger truck which would not fit in my parking garage. I had to spend $300 to hire two men to carry my items up 3 flights of stair to curb. Very unhappy that Uhaul will not allow a ban to go one way from Los Angeles to San Diego.

Olgun Z. on

Rating:

Customer did not leave a comment.

Katherine R. on

Rating:

I made an online reservation on 11/5/19 for pickup on 12/8/19 which was to include a dolly and mattress cover. I called on Friday 12/6/19 to get a key code to pick up at 7:30am on Sunday. I get no key code, the office is not open until 9am, I was put on hold for 30 minutes, finally get the code and open the truck, no dolly and cover. We have to now wait for the place to open, The Assistant Manage was no help at all and very rude as to why our reservation was not done right and was told to call the General Manager for a $50 discount as they have a sign right behind the desk that if your reservation is not right they will issue some form of refund. If I had known that they cannot help you until the business opens I would have extended the time at my apartment complex for a walk through, so I had to pay a pro-rated rate to the apartment manager because we were there past our time we said we would be out. I had help that had to stay around for an extra 2 hours as I was paying them also by the hour. I would never recommend this place to anyone. They need better customer service and employees. Very Unhappy!!!

Robert H. on

Rating:

I originally signed up for online pick-up, but the approval waiting time was longer than going inside and working with your staff. The online process could use improvement and clearer instructions as well as notification as to how long it takes.

Cathy L. on

Rating:

Great customer service. Easy rental