Customer Reviews for U-Haul of Santa Monica

Rating:

3.0

Checkout Make more human staff available. I do not want to self-checkout on your app.

Rating:

3.0

The check in and out process is too many steps

Rating:

5.0

Professional

Rating:

5.0

the 10' truck I used had over 113k miles and definitely felt like it. But the staff was fantastic, very friendly and helpful, especially when my app was not functioning properly. Excellent staff experience, poor truck experience (but at least it did not break down and got the job done).

Rating:

5.0

Walter was so helpful and great at getting us our truck

Rating:

5.0

Great customer service….! The trailer guy, Timothy, got the electrical wiring go’n after an initial issue. He went above and beyond, I thought….! Quick in and out….! As soon as I walked in, while the line was a couple folks long, He acknowledged me be’n there and asked if I was pick’n up…. I thought that was OUTSTANDING….! Great please. Clean, organized….! Thanks again….!

Rating:

5.0

renting was quick and easy and service was top notch.

Rating:

5.0

TY Walter for making this part of the move perfect. Your store is so clean and stocked the trucks are absolutely top-notch thank you so much for everything

Rating:

1.0

I signed up for a $19.99/ rental online . I bought the $30 /day in rental insurance at the Uhaul rental office. I kept the rental (the smallest van) about 6 hours total (which included the driving, plus loading, unloading, and stopping for lunch and gas). And, since I heard the manager say they were overbooked and he was trying to get vehicles returned, I made an extra effort to be nice, and returned it as early as I could, instead of keeping it the entire 24 hours - just to help them out. Here were the errors on my receipt: My receipt says I rented at $89 per day - instead of the $19.99 I signed up for online! I actually drove a total of 104 miles - from Santa Monica to Anaheim and back, to pick up an antique bed frame. Then the Uhaul staff charged me an extra 400+ miles! I did NOT drive 529.4 miles! **NO ONE could even drive 525 miles ROUNDTRIP --PLUS LOAD AND UNLOAD A BED-- in 6 HOURS!** I even went back in person today to straighten it out - but they refused, saying they needed to see the physical truck - which is ridiculous. They should be taking photos of the odometers every time! So I'm calling my credit union to dispute this entire thing. The staff's attitude was blase' at best about my serious overcharge, if not smug. I would never, never rent there again, and will make sure to write up what happened to me on every possible review site online.

Rating:

5.0

The two gentlemen who assisted me with the pick up were truly exceptional - kind, thoughtful, helpful, and they really went above and beyond. The man who helped me hook up the trailer was so detailed, careful, and thoughtful. I am truly so grateful for all their help. Exception customer experience.

Rating:

1.0

no support from a botched reservation!

Rating:

5.0

I love this place. I have had to rent trains via and trailers several times in the last two years and they are always friendly and take care of you. I recently rented a trailer and told them I would need it again the following week and the set up the reservation and even called to make sure it was the correct time and size.

Rating:

5.0

Keep up the good work. Motorcycle trailer rate is the best deal in town hands down. 😊

Rating:

1.0

I had a self checkout for my truck; however they did not assign it and had the trucks all parked blocking each other. My pickup time was supposed to be at 8:30 so I had to wait a half hour until they opened to go in and then wait another half hour for them to figure out where they parked the truck and where the keys were. When I was leaving there was a line out the door of people with similar experience of the self checkout not being assigned. There was even one person who was had self checkout set up for a gas station down the street and they just forgot to bring it and set it up. This ended up delaying my moving day by an hour. I would not recommend this location. The employees seemed over it and had no urgency to try and get my out quickly. Knowing it’s the 1st and a weekend, I feel they should have been able to anticipate more customers.

Rating:

4.0

The team was challenged with a system outage but it was handled and I still picked up my truck on time. All went smoothly.

Rating:

1.0

Employees made me return uhaul in phone. Wouldnt processes return for me

Rating:

3.0

Some of the employees could have a better attitude and be helpful, not all of us have rented uhauls before and know the procedures.

Rating:

5.0

Very customer friendly and provided me with the utmost courtesy in resolving an issue.

Rating:

3.0

Just drive up the truck to equipment return area and the guy said to just leave the key inside and will email me the confirmation/receipt. In and out just like that.

Rating:

5.0

Walter, the GM, was fantastic and really improved my moving experience. Great service!

Rating:

1.0

This is unacceptable. Let me say first I usually have no problem with this location and have been going there for many years. Good service and have only had one problem in all that time with a vehicle. But your accounting practices are unacceptable. COMPLETELY unacceptable! After spending nearly an hour on the phone questioning a 58 dollar charge to my account for a one day 12 mile rental, I was finally forwarded to a rep who told me "you always have problems with us" which is not only insulting, not the way to conduct business, but obviously a way to duck responsibility. I was finally told I was charged for an extra day after being 20 minutes late. For a customer of over ten years, I think that would be acceptable, plus when I returned the car, the man was checking another car, so exactly how late was I? Finally the last guy I talked to said he was going to delete the first charge entirely, and then recharge me the correct amount. Nothing on either invoice made any sense at all!!!!. I need immediate attention to this matter please! I'm not a millionaire who can just go without 93 dollars in my account for a day while you figure things out. Bottom line: I rented a van for 19.95 at 89 cents per mile. I took it out at 145 and returned it at 200. If you're going to be real picky, no one came out and inspected it with me so I took pictures. Lets discount 10 minutes of my time for that. Then the man who was supposed to check me was checking another car. Lets give him 5 minutes. Now, if you take more than the hour I am spending on this matter, plus the extra time I am being way over charged, I normally make about 50.00 hour as a handy man! So I'll be generous here and you can call it even! No charge for the vehicle. If your precious less than 20 minutes late is worth money, so is mine! I simply cannot believe I have to even do this! And since you record your calls for quality control, I suggest you listen to them as well.

Rating:

5.0

Great management and customer service team!

Rating:

4.0

Human Staff at the location were polite and professional, as for your App Pickup process what not helpful and found it frustrating. Lucky for the human staff that helped sort out the Pickup. Hoping you will continue to tire humans for the pickup process.

Rating:

1.0

After making my reservation and doing a prearrival online check in, I still had to proceed with several other steps on the Uhaul app to even get the process going and it was causing a major traffic jam of customers who all had to do the same and the General Manager was spending his time as a tech support, rather than just checking people in the old fashioned way. It added nearly 45 minutes to my pickup time. I also expected some level of readiness of my vehicle and dolly since I checked in before arrival and nothing was ready and they support guy was trying to leave for a break without getting me set up. This led to him doing a terrible job rigging my car to the tow dolly, which almost led to my car coming off during transit. Luckily I caught it before something damaging happened. It was overall a terrible experience and I will avoid ever renting from Uhaul again due to the costs and service. 0 out of 10 stars

Rating:

4.0

Lot was crowded so hard to maneuver with trailer

Rating:

4.0

The in person staff are friendly and helpful, it’s your chatbot staff and weird app check-in system you have switched to that is an annoying time suck and having me want to never rent from U-Haul again. The lady who helped me in person had to clarify to your chat person that they had misread my driver’s license (twice). Why are you relying on an app when you have in-person staff? Confusing.

Rating:

5.0

Used this location years ago and the quality of service hasn’t changed! I had a very rough move this time around but Walter the general manager takes charge with understanding and kindness and makes miracles happen. You can tell he really cares about people and knows how to make things right. Thank You!

Rating:

1.0

Piece of shit human, Walter Perez would not answer my questions and was extremely rude to the point of yelling and cursing. The regional manager, Yvonne, is also a lazy piece of shit and lied over the phone multiple times, basically saying that she doesn't care and will not do anything. There are multiple bad reviews for this Santa Monica location that mention these dogshit human beings by name. I can't believe this fucker is still allowed to own a Uhaul. I can't believe this stupid bitch is still allowed to fucking work there. Dirty fucking trucks, they opened late with only one worker because Walter's fat fucking retarded lazy ass wouldn't show up on time to save his goddamn life, and the regional manager will avoid doing any fucking work at all costs because she's also a lazy retarded bitch, so this place is a fucking hell hole.

Rating:

1.0

Terrible rude men. Charged the wrong card after I explicitly told them not too. They already closed the contract and would not give me my money back. They insisted it was my fault too

Rating:

5.0

The team at the facility was very helpful and polite. The young lady made sure I had everything I needed for the rental. Great experience!!

Rating:

5.0

Leslie was fantastic. She was very helpful and pleasant. We had an issue with my order and she worked diligently to figure it out and rectify the issue.

Rating:

5.0

I don’t like having to use your app. I didn’t sign up to work for uhaul. I want to give my ID and get the keys. It takes way too long to download your app. I’m not going to save a uhaul app. I have no need for it. It feels like another attempt for a Company to cut cost and employees to make their customer do all the work while you sit back and collect payments. It’s dumb. I get it for after hours but I don’t need to stand in your store and download an app then wait for some mysterious “agent” to confirm that I’m capable of using your services. Good luck getting older people to use your app. The employees at this location are friendly and easy to work with.

Rating:

5.0

Every single person, from the desk to the yard, to the check in person, that works at this location was so patient & helpful, to make this one of the best customer service experiences I have had in a long time. Can't say enough about how good this experience was, with every single person working at this location.

Rating:

5.0

The staff we encountered at this location were outstanding. I don’t like how heavily the rental experience depends on the use of a smart phone, but the front desk gentleman helped us through the process. He was kind, efficient, and calm at this very busy place. I only regret not having his name to share here because he deserves recognition. As does the gentleman who prepared our truck for exit.

Rating:

5.0

The customer service was great. The 2 women in there were very efficient and had great communication skills. It was a crowded space but they were able to work the room and ask questions and the moment i looked up the traffic was gone and everyone had their reservations. I would 10/10 recommend this place because was easy it was and we didn’t even have a reservation but they made things happen for us. Thank you.

Rating:

5.0

Quick, easy, helpful, and friendly.

Rating:

5.0

Very friendly and helpful staff. Give em all a raise!

Rating:

1.0

The employees are rude and not helpful.

Rating:

1.0

Get the manager some customer service training.

Rating:

4.0

I went to 2499 Lincoln before I switched my reservation and the online check in situation was atrocious. Your system is horrendous and was such a waste of my time. After I got my reservation switched to this location it was fine the woman that helped me was really good and nice. But I was an hour and a half late which was not ideal for the movers I had scheduled. Not the best U-Haul experience tbh. This location was good though thankfully.

Rating:

5.0

The guy at the desk was exactly what I needed today. Efficient, helpful, friendly, funny. I think his name was Walter. Thank you!!

Rating:

4.0

Going digital seemed to make things much more difficult. I appreciated speak to a person when checking in and out.

Rating:

5.0

Mr. Walter Pérez is top notch. His experience in the business is beyond professional. 5 stars, for sure!

Rating:

1.0

I was charged 100 dollars and a 100 miles over what I used. I suspect the store is engaging in fraud please investigate

Rating:

5.0

The staff here are excellent. Making customers go through the app only is a MISTAKE. People want human interaction and help and this team does that very well.

Rating:

5.0

nice people easy to work with

Rating:

2.0

I was sent to another place to pick up my Uhaul and they did not have the 15' I had reserved 2 weeks prior, so I was sent to the Lincoln address. Gulf Gas where I was originally sent said they had called me to inform me that they did not have my truck - there never called and the lady at Gulf Gas was incredibly rude and insisted the 10 foot truck was what I ordered even though I showed her my reservation, she said that was wrong. So I drove over to Lincoln Bl site. Natasha(not sure if I spellng it correctly, but she works at the Lincoln site was amazing). Initially she called her supervisor who wanted to send me to the Hollywood Hills site to pick up a truck, that was an hour there are back and I was on a time limit. The supervisor on the phone was incredibly rude and not helpful, she literally was silent at one point and asked me "what are you going to do?" or something to that effect. I asked her what she would do as this was not my mistake, she said there was nothing she could do. Natasha got back on the phone with her and the conversation ended. I am not sure what Natasha did but she got me a truck and I was on my way. She was professional and helpful and seriously went above and beyond and apologized profusely for her manager on the phone. All during this she was assisting other customers who were struggling with the new app stuff, checking people out and answering the phones. She had to have been stressed, she was the only one in the office and she was still kind and helpful to customers. Manager on the phone phone: booooooooo! Gulf Gas person: Booooooooo! Natasha: 10 stars!!!

Rating:

3.0

furniture and utility dollys i rented were not in the truck. I was refunded, but was very inconvenient.

Rating:

1.0

There was a very long line for pick-up right at the time of opening. Only 2 staff members were working, and one was taking care of Karen who was complaining about a customer service issue for OVER 30 minutes. Instead of asking her to step aside for a minute, and check in the 15+ people waiting, they continued helping this woman. The line was so long, and I had to leave and come back because I had a meeting to get to. When I checked in the second time, all they did was hand me the keys. It wasn't until I arrived home that I realized I never received the 6 furniture pads I had paid for.

Rating:

5.0

None

Rating:

5.0

Front desk staff are excellent!

Rating:

5.0

Staff is very friendly and helpful.

Rating:

5.0

Nothing

Rating:

5.0

The employee who helped me was the coolest, most helpful, warm, gentleman. I greatly appreciate his attitude and his willingness to help me with my requests Shout out to him

Rating:

5.0

Loved the staff!

Rating:

5.0

I can’t think of anything! Well done!

Rating:

5.0

Walter is the man... and the kid that hooks up trailers... great crew, I rent from them often...

Rating:

5.0

All staff there were super nice and helpful.

Rating:

1.0

I made a reservation over the phone 30 minutes prior to pick up at 5150 Obama in Los Angeles. When I arrived, there was several upset customers because there were no trucks. This caused a 45 minute delay in my ability to locate and rent another truck, which cost me more than $170 in loss. I had hired people to help me move and by the time I had gotten to the location, I had to postpone the move until the following day, forcing me to extend the truck rental for an additional day. I rent a U-Haul about once a month and this is absolutely unforgivable. The workers at 5150 Obama knew that they did not have trucks for several hours. That is what they told me. Why would you send me in rush-hour traffic to pick up a vehicle that not there?

Rating:

5.0

allgreat!

Rating:

5.0

Like I said in the comment above the Hispanic gentleman was very polite informative got the return done fast but he had a co-worker that kept side busting into our conversation with rude comments

Rating:

5.0

These guys at this location are always helpful and efficient in their operation.

Rating:

2.0

Denise & The Manager were nice - when I came into the Lincoln Store. The Night of Pick UP - However, the truck was dirty when I got it inside. The dash of the cube truck - controls - literally - fell through the console - I had to reach underneath to fix it multiple times. The night I went to pick up the rental - after filling out the rental/membership form online prior - then doing it again via the Ap - They Disappeared! Wait What? My Reservation was there (wrong) but was there. Gone -- Did not work. I called multiple times to U-Haul. was disconnected 3 times after giving all my information over and over again - finally got through. One woman from U-haul via PHONE who was great - finally helped me - it took over an hour to finally get my rental. Which was booked wrong. I set everything up to be quick and easy (5 days in advance) - and it turn into a nightmare. Homeless people, sadly walk the lot as and hang around - they're harmless - but it's not helpful when one is trying to focus on - "is my rental clean or not" "snap this photo" "snap that photo" - your thinking - hell I want to get the heck out here. Now - tell us your mileage... oh wait the dash is broken... let me take a tutorial on that for another 10 to 15 minutes. Please. No thanks. Fix the Ap. Clean the Vans/Trucks. And be sure the dash isn't broken - or at least put some tape on it. Something.

Rating:

5.0

Super easy great uhaul team at Lincoln Blvd Santa Monica ca

Rating:

5.0

I've rented several Vehicles from you and this one was not as nice or as clean as the others. Plus, it was extremely bumpy. Made a weird noise. I have to say though, all your vehicles have very comfortable seats. Your office staff is exceptional. Each time I've called or gone in I had a different representative and every one of them were extremely courteous, efficient, helpful, friendly (and some were even very funny). This location is definitely the best UHAUL facility I've been to.

Rating:

5.0

Walter was truly amazing!! He turned my whole day around- he was efficient, kind, and thoughtful in his approach!! Highly recommend

Rating:

5.0

I tried to use the app and didn't realize I couldn't drop the truck off in a different location. My initial reservation didn't go through because of this and I didn't feel like the application made it clear that the reservation didn't go through and that I couldn't drop something off in a different location. Luckily the people in the store went above and beyond to help me get a truck.

Rating:

1.0

This branch rented me a jalopy U-Haul, there was so much wrong with it and that was before the truck broke down in Phoenix. I'd say this was probably the most stressful move I've ever had, and I've moved at least a dozen times. I will never rent a U-Haul again for moving and have told all my friends the horror story I went through and to never use this company, and especially this branch.

Rating:

5.0

Went well .