Customer did not leave a comment.
David DCustomer 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.
Your staff was helpful, informative, and answered any questions or concerns I had. Excellent experience. I believe the young lady who helped me was Shantae.
Elia Athe manager and staff are wonderful
greta lThe team there was very flexible, they all were great.
Kevin EThis is the worst experience ever
Lina SThe parking lot is very tight Thst’s my only complaint.
Ann CWhy in the hell am I getting charged a $25 cleaning fee when the truck was filthy and smelled like an ashtray when I picked it up!!!!!
JOHN DThe woman that helped me was very friendly and professional. It ws a pleasure doing business with her.
Amelia HWalter was so helpful and efficient!
suzanne mMap to find the assigned vehicle was confusing (could be user error, in hindsight they parked all the trucks strategically and obviously a rental for pick up would not be in the rental return area), process to pick up and document via phone was pretty straight forward! Nice to have real-life people around to help, but the mobile booking/ check in was seamless!
Angelina QAfter I dropped off the truck at the confirmed return location on my reservation, I got a call saying I had returned it to the wrong place. I was told the contract I signed required me to return it to a different location in Los Angeles. When I explained that my original reservation showed the location where I had dropped it off, the representative responded in a very condescending way and started explaining what a contract was. She told me I would be charged a $100 fee unless I came back and drove the truck to another location. I then had to explain that I never agreed to a different drop-off location, and that I had already been inconvenienced because the truck wasn’t even available at my original pickup location and I had been sent somewhere else to get it. I will do everything I can to avoid using U-Haul again. The entire experience was terrible. There was no accountability, the customer service was rude, and they made multiple mistakes and then expected me to pay for them.
Davis OThis location, is consistently, the best U-Haul I use!
CHRISTOPHER HGreat staff, thank u very much.
Kelley SThe people there were very nice
Tyler JThe pick up service was quick and professional. Enjoyed working with these folks. The drop off service was equally quick and professional.
Ted LNothing needs to be improved. It’s a great location, the vehicles are well maintained and the staff is terrific.
Gloria GThey did a great job especially mister Duran!
Joseph RAlways have two representatives working the front counter when store opens. There was only one on Sunday morning, and there was a line. Have a rep walk around the vehicle to inspect for scratches and dents that can be noted before departing.
Mark GGreat customer service at ghis locarion!
Katherine HHate to leave a bad review but the staff was quite irrelevant. When I had an issue they simply directed me to the app rather than assisting me in person.
JC BA cold beer maybe. Otherwise. Staff was super accommodating and personable
Oscar HThis wasn't my first time renting from this U-Haul location, and every experience has been excellent. Eric once again provided outstanding customer service—he was friendly, professional, and made the rental process quick and easy. He had everything ready to go, answered all my questions, and made sure I was taken care of. The entire team, including the management, is always welcoming, professional, and helpful. Employees like Eric are the reason I keep coming back. I highly recommend this location for a hassle-free rental experience!
saudy sUpgrade the service, more attention on service
Felipe JI drove six miles, filled the tank with a gallon of gas, and then I was Charged for two gallons!!! $14.00 In what world does 6 miles require 3 gallons of gas ?
ROB NGreat help from all the staff!
tom hThanks U-haul
Mark WKeep giving that awesome customer service. Everyone is so nice and I was greeted as soon as I walked in even tho they were with another customer they let me know that my presence was acknowledged.
tina rThe truck was fine and the return was smooth, but when I picked up the keys it was a pain. I intentionally put that I wanted to meet at the desk to get my keys. They still made me use the app to check in including scanning my license and taking my headshot. The headshot took like 10 takes to get right. Drivers license had to be resubmitted because I guess it was too blurry for the agent. Overall it was worth it because it was affordable, did the job, but the start was kind of a pain
Daniel SAmazing and very friendly staff. The gas was an eighth full when i picked it up. I have a picture documenting it. The app made me fill it up to a quarter full to not get charged. Ridiculous
Jorge SI had a great experience at this U-Haul branch. The manager and staff were extremely supportive, friendly, and professional from start to finish. They made the whole process easy, answered all my questions, and went above and beyond to help. Excellent customer service and a very positive experience overall.
HABIB SEverything was quick, easy, and professional.
MADELINE WEasy check out and easier check in
Mohammad Mgood! scary tho
Lauren HThey were excellent
Grosio RN/A
matt gThe person I worked with to complete my reservation was efficient and friendly. One individual who worked outside getting my trailer hooked up to my truck was efficient and seemed to lack the desire to be in the presence of other humans.
Hollis Dthey were prompt with helping me, and both the pick up and drop up were smooth.
TERA AThe van I rented was practically brand new. The owner's manual was still in plastic. It was a pleasure to drive.
Abby SI didn't have a problem with the rental, once I got to the location that had the trailer I rented. The U-Haul location I selected for pickup did not have the trailer and I was told it was at different location. This burned an hour I really couldn't afford to lose in a very busy day.
Andre Fi've rented at this location several time. It's well run. I once went to another location on cloverfield, that however was awful....truck in and out was dirty.
JEFFREY MVery busy location. Staff was friendly and helpful. Lot was very full. Glad I had a person helping me navigate getting in and out of the lot.
NANCY NAmber does an incredible job.
Ann HFinally got the on line check in to work
KATHRYN NAll work out fine No issues pick up or returning vehicle was ready process went well
BILLY Ngreat
gerard RVery friendly staff. Efficient pick up.
John MI go out of my way to rent from this location because of the manager Walter Perez. His leadership is clear as the entire staff continuously provides exceptional service and efficient transactions. Walter is the best
Samantha MThank you so so much thank you have a good one Have a wonderful day thx
ayvaz d-They lied about the amount of gas in the vehicle. -I informed them that the truck had a check engine light and they told me not to worry about it.
Robert RService worker was not the kindest person
MARTIN HStaff was responsive and friendly. Forgot a seat cushion and it was there in the office the next day. Very satisfied!
Jeffrey Hbetter signage for entry and exit of property.
Ryan OCheck the brakes on the trailer. Not just the brake lights. Brakes did not work at all.
Everett DThe whole experience was fast and easy. I rented the trailer from them, and it was no hassle. The staff even helped me set up the tow hitch and everything drop off was quick and easy too
miguel cThe staff was very helpful and extremely nice. I would highly recommend this store simply due to the staff I worked with. They are great!!!
greg sFix 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.
Kevin TYour online process is not user friendly and the workers don’t really help.
STEVE GAbsolutely love the staff at this location, and the trucks are always clean and operable and ready for rental
Marie CZero places to park
Aram NHere’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.
Pooya G