Walter RULES I moved and have to give this place all the love. Walter (I think that's his name) is hilarious and helpful. Love the policy here where you can return moving boxes you buy and don't use My moving truck was ready on time and ran well for my in town move. Hope it's a long time before I have to come back here but if it isn't I shall 100% return to this location for my moving needs. read more

In the past this place was fine. But this weekend they way overcharged me - plus the jr staff served major attitude - & if I hadn't gotten a notice from my bank I wouldn't have known! Plus, when I did get them to straighten out the miles, they didn't cancel the 1st erroneous charge (checked my bank statement & customer svc). So I was out $508, more than triple my $145 bill. Fixing that took another phone call. Total time to fix since rental: 4 days. Here's what happened: I rented online at the advertised $19.99 for a small van, & bought the $30 insurance. Then at the 9:15 am (Sat.) pickup time we checked the van & photographed the gas gauge . Then we drove 104 miles R/T (SM to Foothill Ranch & back) to pick up an antique bed frame. We returned the van w/in 6 hrs, which included driving, loading, & a stop at home (about 10 blocks from Uhaul) to unload/eat lunch, & then gas up (next door to Uhaul). I really hustled too, since I overheard the (nice) manager say that they were over-booked, & needed vehicles returned ASAP. I wanted to help him out. Here's the math: Their $19.99 base for the van + $92.56 for 104 miles (at .89/mile, online) + my $30 insurance = $142.55 + tax. So maybe w/ tax it would be $150 at most. (At their later, revised invoiced rate, they dialed it down to .49/ mile.) ** Update - just to be clear, the senior manager there is great, he's on the ball & chill, & 100% there to help. In the end, they said I drove 130 miles and not 104, but I was just too tired by then to argue over $12. Continuing: So initially, they charged my card about $362, because: 1) The (nice) mgr charged me $89 as base (instead of $19.99), which included 100 free miles, to save me a few $'s. Mileage over that would be .49/mi. Great! But I had no notice about that/ surprised. 2) Then the jr staff added 425 miles to my bill, & charged me for driving 529+ total miles in 6 hrs. Wait, what? Unless I rented a rocket, that's not physically possible. We actually returned to SM by 12:30pm, before unloading, gassing up & returning the van. I had two witnesses who saw me drive just to Foothill Ranch (near Anaheim) & back, & had relevant texts & photos made en route. (Not good enough proof). So when I called their rental office, their jr lady staffer told me it was $1 a mile. Even tho their own website says it's .89/mile. SMH. That same jr lady staffer also tone-policed me & blamed me for not photographing the odometer - which is literally their job. So, customers are the employees now. Anyway, after I gave her my info, she still had no idea what my odometer said, even tho that's how they calculated my mileage. She also didn't know what the van's odometer said when they rented to the next person. Obviously, my ending odometer should match the new client's starting odometer -- as long as the check-in staffer didn't mix up vehicles. All of which they should have on their computer, since all the contracts are digital. She repeatedly asked me how far I drove, which I told her, over & over, 104 miles R/T. It was still on my cellphone map app. I finally said - please just read the contracts - mine, & the person after me. Plus the person before me, if they need to. Nope - she refused to do anything about it, saying they needed to inspect the van when it returned. Why? Well, when I called their national customer service, this type of vehicle-odometer dramedy-of-errors was not news to them. Uhaul explained that it's common that *the return staff make careless errors, & fill-in vehicle A's odometer on vehicle B's paperwork.* Wow. I never had that problem at Enterprise, where I rent a ton. Plus the staff there are professional & welcoming to both employees & clients of all kinds. They don't slouch around in chairs, complaining about needing time off & serving attitude. Maybe those staffers should intern down the street at Enterprise? Because wow, they act like they just don't want to be there, & that the clients are a huge imposition. And that was before there was even a problem. If you need explain a problem & maybe fix it, they'll interrupt & talk down at you, trying to dodge responsibility & blame you. So just be aware, if you use this Uhaul office. You need to be the unpaid employee-of-the-month. Otherwise, you may end up paying for someone else's mileage on top of yours. And it won't settle for days. So: 1) take photos of your odometer *before & after*, 2) keep ALL gas & other receipts to prove your case in U-Haul court, & 3) check your receipt! If there's a problem, & their jr staff messed up, Uhaul advises it can take awhile to get it sorted out. How long? Well I rented Sat., & the staff told me vaguely to "check back on Thursday." So if they overcharge you, you could be out the wrong amount on top of the new, corrected charges for an unknown amount of time. That's how they did me. Good luck! read more

Would say if you're looking to rent a truck be careful. I went here to pick up a truck as it was the closest location that had the size I needed. For whatever reason the manager opted me in for insurance without my consent. I filed a complaint and he contacted me saying I had to make sure to select no for the insurance. He was trying to blame me when he was the 1 who opted me in for the insurance. This was confirmed as I had a second uhaul rental at another location where they were clear and upfront about selecting my insurance coverage. This is a clear deceptive practice being done by the manager. Very unethical so be warned. read more

Walter was a very good help and assisted me all the way.However they must hired more help because it took me 30 minutes waiting to get my rental because my truck was blocked by other trucks. read more

Used this location years ago and the quality of service hasn't changed! I had a very rough move this time around I needed supplies a truck and more, but Walter the general manager takes charge with understanding and kindness and makes miracles happen. He really solved problems and went above and beyond to help me. You can tell he really cares about people and knows how to make things right. Thank You! read more

Needed to rent a U-Haul since I was moving apartment. This was the closest location to me with available trucks for the day I needed. The lady helping up check out our U-Haul was not that friendly. She seemed in a really bad mood and didn't want to be there. We were able to check out the truck successfully but they had forgotten to give us the dolly that we had reserved. I had to ask them for it. The worst part of our experience was returning the truck. There was almost nowhere to park our truck without it getting on the sidewalk. We had to squeeze in a super tight space and the driver was barely able to get out of the truck. read more

The staff at this location is always helpful and pleasant. We alwas need a Uhaul for our businesses events and these folks always pull through and work with us. Great job guys! See you soon! read more

It's pouring rain in LA. I returned my truck after spending 200 bucks with them. Asked for a ride to my car (3 blocks) and they literally smiled and told me no. As if he took enjoyment saying that. Not only will I never come back but I'll make sure everyone I know doesn't either read more

Nesi and Natasha efficiently and courteously assisted a line of 10-12 people ( myself and my daughter included) in record time. They exhibited exemplary customer service on this busy Saturday morning. Kudos, ladies! Their coordinated effort made it easy for all of us. Great team members. read more

We heard nightmare stories of reserving U-Haul trucks only to be told the day of that they don't have it. NOT AT THIS LOCATION! They are reliable and have a massive fleet of trucks in their lot. We even met a guy who is a regular here for his non-profit organization and he says you can't go wrong with this location. Close to the I-10 and Lincoln, so it's super convenient. They have tons of materials to rent, like dollies and blankets to protect your furniture. Boxes and other packing materials available inside in the retail section for purchase. Service is satisfactory as far as we know. We haven't tried but the manager makes his phone available during off hours, per sign outside the door. We were here at 7am first thing in the morning to pick up our reservation. There were many others who were also picking up at the same time so we recommend being here early, even if it's first thing in the morning. Thank you for being a reliable business! We will be back here next time we need to rent a truck again. read more

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Easy and affordable. Scheduling was easy although they don't have that many locations near me. Returning the truck was easy to do (after hours) read more

I've had to rent from this location on several occasions when I moved my business from Santa Monica to Westwood and every time I visit everyone is pleasant! Moving is stressful. I can't imagine it being easy working the counter at ANY uhaul! I don't post much, but this past visit the team made that much of an impact! Denise was a pleasure to work with although I was pretty stressed out with the move! And I wish I got the young mans name who received the truck at return...just an impressive team!!! read more

They tried to say I hit the left top corner of the "mothers attic" and I simply didn't hit anything or even go into any type of garage or parking structure. Eric S is a scammer and after the other reviews I can't put it past the whole store, besides the other guy who was there who minded his business because he clearly knew what was happening and the other guy who originally rented the truck to me and made me get insurance and told me to take the pictures on my camera app to have them. He was subliminal warning me and I didn't realize. Yall aren't slick and I won't let this just be swept under the rug. Absolutely disgusting and weird service. Save yourself the trouble and go to any other truck rental place. Do better, it was obvious they prey on young women and other vulnerable people. read more

Don't do it. Their prices are misleading. The male staff at this particular location and rude and unhelpful. They get one star for the pleasant female staff. Don't give them your credit card details as they will take what they like from it. There is no customer service. When I walked in to book one guy was in a row on speaker with a customer who had dealt with exactly what happened to me. They quote $89. They charge you $221. It's a myth that this is the economy way to move house. They have an online check in on the phone. They ignore that. The guy there laughed at me for thinking it worked.I wish I booked a moving company instead. UHaul make up prices and this location is staffed by the worst. read more

This is a really convenient place to buy boxes in Santa Monica. The prices are the cheapest I've seen anywhere and returns are really easy. I visited on 4-5 separate occasions for a recent move and found that the customer service I received was variable. I was offered help carrying the boxes to my car 2 or 3 of the times. One of the times I wasn't offered, I asked the employee who checked me out if there were any carts or dollies I could use to help me take the boxes to my car (I had bought a bundle and a big wardrobe box). When she said no, I asked if anyone could help me take the boxes to my car. She said no to that as well. However I ended up getting those boxes to my car resulted in a giant bruise on my arm. I was afraid to buy too many boxes in a transaction on subsequent visits, and was always surprised to be offered help to my car. There is usually only one person helping customers at the desk, so if someone is trying to rent a truck, the wait to check out can be long. Apparently they have a mobile scan and go option where you pay on your phone which they mentioned the last time I visited. That was the other time I wasn't offered help, because I checked myself out on my phone. It would be nice if they had signs advertising this checkout option in the store. read more

Wow, so fast so helpful. I don't know if they are just having a good day or what but this is not the horrible experiences I've had in the past at other U-Haul's... Thank you, Denise for being so sweet and helpful. read more

I was in a rush, had movers at the house finishing up, and needed to make some quick adjustments to my reservation. Walter helped me get what I needed and got me on the road quickly and successfully. He even threw in a couple of extra packing blankets for free, even though I was dropping my Uhaul off at another city. read more

Last minute (day before) change to my truck pickup location was 25 minutes out of my way, costing me time and gas. And then pick up was supposed to be Friday night and the new location was closed 3 hours before my pickup time, so had to pick up the following morning. Will likely never rent from UHaul again. read more

Service - 3 stars. The person checking me in had a very bad attitude. The person was moving very slowly and really taking her time when there was an extremely long line. Then the person started having a conversation with another employee and was completely distracted and not imputing my reservation into the computer! So unprofessional and then she was very rude and to me and didn't care that the line was long. The customer service is really terrible at this location. After a very long wait to pick up my rental, I received exactly what I ordered. I wish the rest of my experience at this UHaul location was as smooth as this. read more

This location is the worse! Unprofessional crew specially the latino manger . No one of the workers wearing masks and not even the manger very unsafe ! Thats a shame ! read more

Beautiful customer service! Clean trucks. Excellent managerial staff. Will use again.

I just moved from Venice to San Diego, and if I could rate my experience in the negatives, I would. Their incompetence resulted in us having to leave about $1,000 of our items behind because they did not provide us with the size truck that we requested (see below for details). 48 hours before my move, I was contacted by a very rude customer service rep informing me that the 20 foot truck that I reserved from this location via the U-Haul website was not available at the time that we needed it, the size we requested, nor the time that we requested. Since we had movers booked both in LA and San Diego for specific times, you would think there would be a bit of empathy for the situation. However, the customer service reps were rude, unprofessional, and showed zero concern for the issue that they created. Since the reps on the phone seemed to care less about throwing my move into a tail spin 2 days prior, I drove to the Santa Monica location to see if they could assist. The gentlemen at the counter interrupted me without even taking my reservation # and said "I do not have 20' trucks here" about 5 times. I advised him that I had a reservation and selected a 20' truck via uhaul.com, and he told me that I did not (despite the website showing them available). This experience cost us approximately several thousands of dollars which included the cost of the items that we left behind (washer/dryer, dining room table, grill, tv stand, patio chairs, and a large garden planter box) as well as the cost to replace all of these items. I am currently writing this while on hold with customer service for 25 minutes and counting. My advice....use another moving company because this entire organization seems mismanaged, unhappy, and grossly incompetent. read more

Hardworking employees doing their best to overcome a glitchy, incomplete online booking system. I reserved a van online the day before and received several texts and emails notifying me that I would just use my cell phone to check in and I'd be on my way... If only it was that simple! Once you're at the location the process is the same as a regular rental car so if you're on a tight schedule arrive a bit early and be prepared to wait on a small line to go through all of the steps in person. Also want to flag that there's no on-site parking! There's meter parking on Lincoln Blvd and I lucked out with a spot nearby, but didn't see anything else available. read more

When someone from a U-Haul at another location unexpectedly sent me to this one without giving them a heads up I thought I was going to be out of luck. Seeing as it was the end of the month this place was packed with people who needed to move things and it was urgent for everybody. Luckily for me Walter was there to save the day; he was able to get everyone sorted and found me a truck at the last minute. He saved my moving experience and helped me get a refund for the previous locations mishap. Definitely recommend this place because of him! read more

Walter Perez the GM was so very helpful. My reservation ran into issues and the truck I needed wasn't on the lot. I was pressed for time so he made some calls and got me what I needed in enough time. Great customer service! Thank you. read more

U-Haul - Truck Rental Near Me - Santa Monica, California

First time at this location. Walked in at 7:35am and lady who was helping me was....simply rude and unprofessional. She almost looked upset. I made a reservation online and while I was looking for reservation number, I asked her if she can search by phone # or customer name. Her reply was "no". Really? (not sure if Uhaul system is that bad or she was lazy) but her whole attitude was surprisingly horrible and unacceptable. I am not expecting 5 star customer service- just a basic stuff. Worst experience ever! read more

I really hate having to leave a bad review but every employee I interacted with at this location was rude and unprofessional. They don't greet you when you walk in - you have to be the one to begin talking with them before they'll help you. I was the only one in the store with three employees behind the desk. When I walked in, the guy behind the first desk didn't even look up at me and when he finally did, he still said nothing. They made me feel like I was inconveniencing them by simply being a customer. I had reserved and prepaid online for the rental of plastic bins the week prior so I figured it would be a friendly and easy exchange. The employee talked to me like I was stupid, was incredibly annoyed throughout, and talked about personal matters with the other two employees while he was helping me. Normally I don't bat an eye at this kind of thing - I used to work in retail environments and I know it can be very droning. But this was only exacerbated when paired with the other negatives I experienced. I had picked up the bins at 5pm on a Tuesday so I figured I could drop them back off the next Tuesday at the same time. Received a voicemail from them that morning saying I needed to drop them off at noon and to give them a call when I got the message. Because I have a 9-5 job, that wasn't going to work for me so I gave them a call to make sure 5pm was still okay. When an employee picked up, I gave them my name and referenced the voicemail and the employee just said "Okay. And?" Pretty rude yet again. When I got there that evening to return the bins, they were all laughing and said "Oh so you're the 12pm caller about the bins?" Again, highly unprofessional. If you all want to have an inside joke about a customer, that's fine but you probably shouldn't let that person know about it (???). The employee who left the voicemail then began to lecture me about the fact that 12pm is a default time so that's what they say in all reminder calls. That makes a little bit of sense, but don't make the customer feel like an idiot for simply wanting to confirm so as to not further inconvenience you. I completely understand that this type of job can be boring and they may not normally deal with the nicest of people considering moving is a stressful event. However, I tried to make their jobs as easy as possible and was incredibly friendly only to be met with contempt during each interaction. Not cool. Will not be giving this location any further business. read more

It's been 10+ years since I've had to visit a U-Haul location. Am I the only one that associates the business with breakups? Seems it's the choice for a sudden move out scenario. Happily not the case for me :) Much has changed since the dawn of the interwebz. Highly recommend going with the express online check-in. With a web browser enabled smartphone one can do the vehicle pre-inspection and simply drive away. Keys are kept in a lock box and the code delivered to the phone. In my case, the box was empty and I had to go in line to retrieve it. :/ If you're a privacy freak, be aware that you have to capture a photo of your license. My past experiences taught me: don't go on weekends. On a regular Friday, not much customer congestion here at all. The van itself had a bit of an odor to it. But otherwise operated perfectly. Drop off was a cinch. Just drive around to the backside of the building in the return lane and wait for the checkout inspection to finish. Driving tips: * Be aware this location is off of always-congested Lincoln blvd just South of the I-10 freeway. * Enter the business driveway North bound on Lincoln. No left turn possible going South bound. * Exiting the lot is strictly heading North bound as well. The first lane out the lot is "right turn only" putting you on Olympic which splits into the I-10W on ramp or straight on to Olympic. Keep to the right to stay on Olympic and circle back if you need to. read more

U-Haul - Missing key. Had to lineup and get it. - Truck Rental Near Me - Santa Monica, California

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CAUTION!!! Don't rent your truck from here if you are doing a one way reservation. They will call you last minute and tell you that the truck is not available. And by the time you get the call, you will have a lot fewer options than if you were told this upfront!! Managers and scheduling department are incompetent and couldn't care less. It felt like this is the UHaul motto. This exact thing happened to us twice at different locations. read more

I had a pretty horrible experience with this location. Firstly, there was some good to be had with the company itself. The truck was almost new and therefore in good condition. After the use of the truck, I had a billing issue which took a few calls to customer service; all of those people were enthusiastic, helpful and polite. Return to a local drop off spot was super easy and staffed by a nice guy. I kept my part of the deal with gas, etc., so no unexpected charges afterwards. But my experience at this location was enormously off-putting. The man who assumed responsibility for helping me was enormously rude. I'm waiting to speak to someone at a desk when I hear this guy standing 20 feet behind me ask "what do you need?" There were no lights on this day because of an electrical blackout on the block, so I couldn't see his eyes. Given that I was next to another person waiting and that he did not address anyone (sir, ma'am, or even a "hey, you"), I asked to whom he was speaking. He tells me, and this is word for word, "I'm talking to you. Come here. If I'm going to talk to you I need you here, not standing over there." This in the most arrogant tone imaginable. I felt like I was getting stopped by the police. Unbelievable. Sadly, I had to deal with this member of society's finest through the whole process, trying my best to suppress my anger. To top it off, he shorted me on the moving blankets I had reserved and paid for, the charges of which customer service took care of with no hassle. To top it off, they have employees that smoke on a bench next to the entrance door. This in Santa Monica, CA where it is illegal to smoke on a public sidewalk anywhere near a business. I literally had walk through cigarette smoke to enter the business. Next time, I'm biting the bullet and paying the extra money for Penske. read more

AVOID AT ALL COST!!! I rented a uhaul from here about 6 months ago. I purchased insurance just in case. Everything went smooth regarding my move. Returned the u-haul van and it got inspected when returned and they told me everything is fine. A few months later they mailed me a bill of over $1500 that I damaged the mom's attic part which is not covered by insurance. I would be ok paying that bill if I did cause the damage which I am 100% sure I didn't as it would be impossible to not notice. They told me that it was my fault that I didn't take any pictures when I rented it. No one told me I should. I am suspicious that this place is making money through this type of scammy business. I normally don't bother to leave reviews, but I had to bring awareness to this place that is trying to rip me off!!! read more

I used the Express option when I booked my trailer rental for today.. I have been held hostage at this location for over an hour. Technical glitches in their processes make checkout tedious.. My sales rep started helping other people in the middle of preparing my checkout. Then she ledr to deal with an inventory issue with 0 communication. The icing on the cake, My traiker has a padlock on the door and they did not have the key. An addition 15 min spent to cut the lock. DejavU? NO, they padlocked the door on my rental last time and I didn't find out it was locked until I got to my location. Save yourself time and frustration and go elsewhere. read more

I called U-Haul at 5 pm to rent a van. I specifically asked for a van because I cannot park anything larger in the area around my apartment. I was told a van would be available at 8:15 pm for pick up and was quickly rushed into giving my credit card number with minimal information provided by the employee. I had to keep asking questions or else she would not have told me anything. She clearly wanted my money with 0 effort. At 6:30 pm, I received a phone call alerting me that all vans had to be picked up in person by 7 pm and that mobile pick up was available only for trucks. THANKS FOR LETTING ME KNOW. PS, 7 IS EARLIER THAN 8:15. Because I had planned on getting the van at 8:15, as we all agreed upon, I was nowhere near U-Haul and had to cancel this reservation. Now I have to delay my entire move. I even called to speak with a manager, and after I was on hold for 20 minutes, someone hung up on me. This company is full of lazy morons who don't care about their customers. Conclusion: U-Haul is worse than a Post Office operating inside a DMV. If you want good service, don't bother with this company. If you want disappointment and to waste hours of your life, call U-Haul. read more

Received confirmation of our reservation only to be cancelled on the day prior to our move. We've been on the phone for four hours now trying to resolve the issue and understand why they cancelled and still can't seem to get a competent person on the line. Very disappointed. Will never use u-haul again. read more

Needed a cargo van to pick up a TV at nearby Costco -- so thought the "do it yourself" option would be cheaper than getting it delivered for 90 bucks from their website. Pre-ordered online so the van was waiting for me -- just had to wait in a short line and sign and pay. The $19.95 they advertise quickly rises once you factor in the 10 bucks insurance, tax, 69 cents a mile, and gas. Still for $44 bucks it felt good to get a bit dirty and do some heavy lifting. Would used these guys again -- good location right by the 10 freeway and Lincoln Blvd. read more

Worst experience. Customer service is horrendous. Be aware and it is a must to take pictures before renting, otherwise they will claim a damage that did not occur... read more

Very appreciative for the assistance of Walter Perez when I went to drop off my U-Haul at this location today. I ran into some difficulties with returning my truck, but Walter was professional, thorough, and friendly. I really appreciated that he was knowledgeable and troubleshooted my issue efficiently. He truly went above and beyond and exceeded my expectations. Thanks for your help Walter! I believe Mr. Perez deserves extra compensation for his excellent service as Assistant General Manager. I'll certainly be back to this location read more

We were removing furniture and boxes from a storage unit and needed a truck. What a blessing this office was. Walter was amazing handling people on the phone and those waiting for a vehicle. Everyone was nice. read more

Walter Perez saved the day and my move by finding a bigger size truck that I needed. I only had one day to move and he helped me out big time and really helped me out big time. Thank you Walter for the great experience! read more

Horrible experience, avoid this place. The first truck I was rented did not start, so I waited a significant amount of time while they pulled another truck around. I was not printed a new contract confirming the new truck. Long story short the truck had many more miles on it than recorded and I have been charged $360 above what I should have been charged. I was charged for 280 miles that I didn't drive. I stood in line for 45 mins during my return to make sure that all was good, but it wasn't and the manager said I was good to go. I have already reached out to support to no avail and have been waiting 2 days for an email from the GM. In that time, the charge has been posted to my statement. On top of all of this, I spent a total of 2 hours at the uhaul location during a 24 hour truck rental, they are understaffed and provide poor customer service. The parking lot is a mess and nearly impossible to pull out of. This store should not be open. read more