Customer Reviews for Shell Gas Station
(U-Haul Neighborhood Dealer)

186 reviews

1866 Lincoln Bl   Santa Monica, CA 90404

(310) 526-0897

Office Hours

  • Mon-Sat: 8 am–5 pm
  • Sun: Closed

Services at this Location:

Contact Us

(310) 526-0897

1866 Lincoln Bl
Santa Monica, CA 90404

Services at this Location:

Office Hours

  • Mon-Sat: 8 am–5 pm
  • Sun: Closed

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.

Overall Rating:

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Rating:
2.0

Customer did not leave a comment.

Buffy Schroller 
Rating:
2.0

The guy in charge, Leonardo, not only wasn’t helpful, was very disrespectful from minute one. I showed him the confirmation on the app, he asked me for an emergency contact. I told him it was already on the reservation, and to please double check. His answer “I don’t work for you” The next day when I went drop the vehicle the experience was nice and easy, with a much nicer person on the counter. Thank you, R

Raul de la Torre 
Rating:
4.0

Get a larger place!

Margaret Melone 
Rating:
1.0

The cargo van was infested with roaches and spiders

Jeremy Carter 
Rating:
1.0

Customer did not leave a comment.

Simone Filosto 
Rating:
3.0

The truck breaks were really bad! The pedal was on the floor and it was very difficult to stop. If I needed it to go farther or carry a heavier load, I would have returned it. I rented the truck for a day but because I returned it after 5:00 you charged me a $20 fee! Thats not right! I still had it less than a day and could have returned it the next morning if I had known. The original guy I rented it from was great! The two kids that were there when I returned it (the Shell employees, I presume) were terrible! Would hardly get off their phones to help me. Then it was just rudimentary with out any concern or effort bc as to what was going on. I expected more from Uhaul!

Michael Murbarger 
Rating:
1.0

I regret to inform that my experience at the U-Haul location at the Shell gas station on Pico and Lincoln in Santa Monica was highly unsatisfactory, and I cannot recommend it. The station is notably busy, featuring a car wash, and the U-Haul parking is accessible only through a narrow, one-way alley behind the station, which also serves as access for a nearby apartment complex. Upon returning the U-Haul, I found the designated parking spots occupied by non-U-Haul vehicles. With no other options at the crowded station, I parked the U-Haul as considerately as possible and informed the attendant of the situation. Despite the lack of available space, the attendant insisted I move the van to the front of the station, a task made difficult by the alley's restrictive layout. In an effort to comply, I attempted to maneuver the van, a process that required multiple turns in the confined space. During this, I accidentally scratched a nearby car. Unfortunately, the manager, who was present at the time, neither warned me of the impending collision nor offered any guidance. Following the incident, he left the premises without addressing the situation. The staff, including the manager and other employees, demonstrated a lack of professionalism and unhelpfulness in this matter. This location appears unsuitable for managing U-Haul services due to its infrastructure and the staff's approach to customer service. I urge a reconsideration of their U-Haul license and accountability for the staff involved.

Alireza Pahlevan 
Rating:
2.0

I was charged for fuel but I refueled the van before returning. I don't see any button to complain about it. The experience provided is not good because now I have to call people and lose time in the phone to request my money back. This should be made in an easier way.

Oliver Bellaver Longhi 
Rating:
1.0

The worst customer service people ever, I’ve asked the district manager to reach out to me as well but have yet to hear from him, I would l8ke to discuss my experience as it was extremely poor on many levels. I would fire the customer service person I returned the car to..

Chris Croxton 
Rating:
5.0

Customer did not leave a comment.

Sheyla Austin 
Rating:
3.0

Truck had cigarette ash in it. Website is very misleading. It says you can drop off one way but then it doesn’t explain that it would be more expensive that way. And when I picked one way it still had me book a return truck. It ended up working out but was stressful at the time thinking that I was going to have to pay extra miles.

Nikola Sack 
Rating:
5.0

Customer did not leave a comment.

Pedro Velazquez 
Rating:
3.0

Customer did not leave a comment.

Robert Gunness 
Rating:
5.0

Customer did not leave a comment.

Gregorio Maximino 
Rating:
5.0

That was super easy. Everyone was nice. 10/10 customer service.

Lucas Meyers 
Rating:
4.0

Customer did not leave a comment.

Maurice Parker 
Rating:
2.0

Customer did not leave a comment.

Rodolfo Bianchi 
Rating:
4.0

Customer did not leave a comment.

Christopher Mills 
Rating:
2.0

The hours were lacking. The literally location has problems due to the car wash and alley location of the literal vehicle parking. The staffing is also a significant issue and was the cause of a lengthy and needless delay to both pick up and even return the vehicle.

edward berrones 
Rating:
2.0

Location did not have the van that I booked specifically on uhaul website, so they charged me more for the truck that was available but I did not need. Then the gas station tried to charge me $10 for my car’s parking but knew I’d only need two hours. And finally uhaul tried to charge me extra 60 bucks for leaving gas fill indicator at the SAME level that I have found the truck at (I refilled generously for the 9 miles I drove). Then the truck was parked in a tight alleyway spot. Not coming back, ever.

Audrius Masalskis 
Rating:
3.0

Staff was friendly but disorganized. There was confusion over providing me with the moving blankets I had ordered - one employee only wanted to give me 1/2 of the blankets I had paid for. Also they did not give me the extra $7.00 insurance that I asked for. Finally the truck was physically blocked in by an unknown vehicle. That said, an employee helped me get the truck out of the blocked in space.

Cade Carmichael 
Rating:
4.0

Found self check in and out laborious.

Karen Burrows 
Rating:
5.0

Customer did not leave a comment.

Robert Schroeder 
Rating:
2.0

Expect to go find your truck yourself and complete check-in on your own. Also, better fold those blankets perfectly or they will charge you a $25 cleaning fee. What a joke! What next? Return the truck detailed or get charged a cleaning fee. This is ridiculous to request the blankets to be folded. As long as they are back in the bag, it should be enough. Do not let them charge you a cleaning fee for blankets not folded.

Peter Pallipamu 
Rating:
5.0

Was great. Thanks.

Nicholle Roybal 
Rating:
2.0

Even I’ve put gas, they charged more for it. I would like to get back that money.

Ibrahim Caner Huyukpinar 
Rating:
1.0

When I want to bring it back they made some problems

Ibrahim Caner 
Rating:
5.0

Excellent service

Elvin Guzman 
Rating:
3.0

Customer did not leave a comment.

Natalya Evans 
Rating:
2.0

Understand how to answer customer questions

alex soloman 
Rating:
2.0

Customer did not leave a comment.

Brianna lee 
Rating:
1.0

Terrible customer service. I was confronted by a rude Indian man as soon as I parked my car in the lot and ordered to park it somewhere else as if I was in the wrong location to then have his wife inside later ask for $10 cash to leave it on location while using the rented van. When I came back there was no one in the middle of the day to give me a receipt and acknowledge the return with no damages.

Christian Filippella 
Rating:
5.0

Customer did not leave a comment.

Ofer Grossman 
Rating:
4.0

The parking is very tight, especially to back into when returning the vehicle.

Logan McDevitt 
Rating:
1.0

Customer did not leave a comment.

Matthew Roe 
Rating:
5.0

Great service and friendly staff

paul burnsweig 
Rating:
1.0

Didn’t want me to park there and came out yelling to leave after I had already done the check out on my phone. They threatened to tow the uhaul

LEANDRO PEREZ 
Rating:
1.0

This guy was very rude. He called me twice to harass me after I used the app-- following directions-- to say I had to COME BACK and take blankets into his gas station office as well as the keys despite the app saying I just had to drop truck off and put keys in truck. He yelled at me saying he was going to charge me and THEN HUNG UP on me. Very bad customer service and I will be reporting this further.

Trisha Fagan 
Rating:
1.0

The staff at the Shell Gas Station location on Lincoln were extremely rude and unorganized. It took forever to get the keys to my truck.

Bryson Winters 
Rating:
5.0

Customer did not leave a comment.

Erica Leverett 
Rating:
5.0

The pickup location was great, the staff at Shell were awesome. But the pickup experience via the UHaul website didn’t work. UHaul changed the pickup location, but my reservation never changed online, so when I went to pick up the van using my phone it wouldn’t work. So I spent like 30 minutes trying to get in touch with UHaul help, only to be told I could just go inside the Shell and talk with the staff inside. Get your app straightened out! It shouldn’t be that hard to get your backend and front end coordinated. If you’re going to have an “app” based pickup, it should make the experience better and/or more convenient… bit more frustrating and stress inducing. Otherwise, the experience was great :-)

Caleb Matthiesen 
Rating:
1.0

The 24/7 rental process was terrible. I did the early check in and the Uhaul website wouldn’t take me to the correct page when we got to the location, so I had to call Uhaul. Waited 15 minutes to get on to them and then it took about 20 minutes for the Uhaul customer service to work out with the Shell station owner to give us the key. It took 45 minutes for us to get the rental which made us really late to pickup the couch we had an appointment for. 0/10 experience.

Amanda Annett 
Rating:
3.0

The person at night was very rude and pushy. The truck wasn't ready in the morning. The fact that you have to load an unload all supplies and take them inside is a lot of extra effort. They also told me misleading information about how to check in and then return the truck.

Kareesa Kron 
Rating:
1.0

The blankets and dolly I paid for were not in the truck, and the directions on return were not clear...And I emailed you, and texted you, without a response.

Nancy Fulton 
Rating:
4.0

Rental Timing: 5pm - 9pm I returned the vehicle before 9pm and completed the mobile drop off which included the odometer reading confirmation according to the contract. However I was still charged an After Hours Service fee of $20 this morning. When I contacted Customer Service today, I was told that the website did not register my mobile drop off & there is nothing they can do to help me. I am extremely dissatisfied as a customer that I was charged this hidden fee of $20 even though I returned the vehicle prior to time and completed the required mobile drop off formalities on my end. If the U-Haul system did not register it, it is not fair that the customer is charged for this. I would like to report this incident and I hate to say it that if I do not receive the refund then I will not be booking a U-Haul again. This is really unfair for the customer. I really hope you take this matter seriously and get back to me regarding this.

Aniket Shenoy 
Rating:
2.0

The vehicle came with less than 1/4 tank. When renting any vehicle it should never come with that little fuel. Have to go get gas right away. Nonsense.

Samuel Schlesinger 
Rating:
3.0

Van averages 6mpg. Check-out and check-in was cumbersome and slow. Van was dirty in hauling bay, it looked like someone had been sleeping in there. Windshield was exceptionally dirty. I reserved the rental for pickup at another location, but received a call informing me too this location. There is another large U-Haul yard 3-blks north. It would have been much easier to get the rental there than at a gas station with no inventory.

OREN LAVEE 
Rating:
3.0

Equipment wasn’t in good working condition.After returning vehicle,had to call 4 times,to have contract finalized.Very upsetting.

Lance McMillan 
Rating:
3.0

They wouldn’t let me park my car there despite having ample parking available there. They only told me that after I got my keys, so the first 20 minutes of my rental was wasted trying to find street parking for my car. Highly frustrating.

Craig Benner 
Rating:
5.0

Great experience!

Eri Cronkhite 
Rating:
5.0

Customer did not leave a comment.

Brian Austria 
Rating:
1.0

Better customer service

Anthony Newton 
Rating:
1.0

this shell owner is not reputable. he added charges to my rental that were not authorized and refused to remove them. I need the refund for $25 for CDW (which I did not authorize) or I will dispute all charges.

Abel Hernandez 
Rating:
3.0

It seemed like I was an inconvenience when picking up the truck. The return process was much better, but I still dont know why I was charged so much. The estimate wasn't reviewed when I picked up the truck. The sign i think said $20 or $30 a day but was charged almost $90

KENNETH LANES 
Rating:
3.0

The app doesn't work

JOSEPH MASON 
Rating:
2.0

Check in was longer than going to a normal uhaul location.

Silas Cook 
Rating:
1.0

Very poor and unprofessional customer service.

Justin Muegge 
Rating:
2.0

When we arrived to pick up the van the attendant could not find the keys. It was very disorganized, the store was a mess and the counters filled with crap. We waited over 20 minutes while he helped other customers and between customers, tore up the counters looking for the keys. Finally he found them in another vehicle. He was very nice and funny, but it was very unprofessional and we wasted a lot of time. Also there was no gas in the truck and broken things that weren't listed.

Laura Martinelli 
Rating:
5.0

Easy fast friendly

Brandye Kemp 
Rating:
2.0

Customer did not leave a comment.

ARI MAHLLER 
Rating:
5.0

Customer did not leave a comment.

Stephen Prime 
Rating:
5.0

Customer did not leave a comment.

Shelley Pedersencox 
Rating:
5.0

The lock on the passenger side door was broken upon checking truck out, it was hanging off the door. It would be nice to have a full tank instead of bellow half. But not necessary. Very friendly at pick up and also at drop off. Great experience.

ROSE RAMOS 
Rating:
1.0

Nearly impossible to park truck. Asked where to drop off and got a head jerk and “Over there.” “Over there” turned out to be a small alley far too crowded to properly navigate. Luckily three locals helped guide me into the spot without hitting anything. Ridiculous setup and unhelpful people.

Andrew Snively 
Rating:
3.0

Customer did not leave a comment.

Remus Vezan 
Rating:
5.0

Customer did not leave a comment.

SHARON COOPER 
Rating:
5.0

All looks good at the shell location in Santa Monica

JORGE GUZMANLUCIC 
Rating:
5.0

It went pretty smooth - Victor was very helpful at checkout, and Depak was nice when we returned it. I would recommend this location - nice big area on major intersections - can’t miss it!

Gina Brunell 
Rating:
1.0

I picked up a truck that was not clean and when I returned it, I had left the stuff that was pretty much there except 1 item. The person asked to not only remove my item but also asked me to clean the truck.

BABAK IMANI 
Rating:
4.0

Customer did not leave a comment.

TRENZETTE MACK 
Rating:
3.0

I was told in the uhaul email to park at the Shell station and pick up the uhaul. I parked my car in the spot that I picked up the uhaul from. When I returned, the Shell management got mad and told me I wasn't allowed to park there. They then tried to make me pay a $10 parking fee that they didn't mention when I picked up the keys. This site needs to be much more clear about the parking expectations, especially in the original confirmation email.

Ryan Ouillette 
Rating:
5.0

Customer did not leave a comment.

Joey Newman 
Rating:
5.0

I forget the guy's name who helped me, ugh. But he was a legend. Thank you so much for all the help, you were all great. Thank you for making this super easy experience.

Ryan Emslie 
Rating:
5.0

Customer did not leave a comment.

David Guest 
Rating:
3.0

My experience was particularly bad because retailer was blocked by u-haul system to give me my truck. It was the second time it happened to me. U-haul had flagged my account for no reason. And they don't tell me until when I'm picking up the equipments. I have to call customer service and wait for 45 minutes for them to resolve the issue.

SIAMAK SOBHANYGHAMSARY 
Rating:
5.0

Customer did not leave a comment.

FADY RASHMAWI 
Rating:
3.0

The Shell station employees were rude. When I arrived I learned there was no parking for my car during the 4 hour rental. Thus, I told them I would be back to pick up my car as soon as I could get a ride. 30 minutes later I get a message telling me they will tow me if I am not back in 20 minutes. (1) let people know there is no parking at this location so they can properly plan. Thanks.

COURTNEY JANE 
Rating:
5.0

Very helpful and accommodating

Barry Hartman 
Rating:
4.0

Customer did not leave a comment.

MARTHA JEFFERS 
Rating:
1.0

The dolly, appliance dolly, furniture dolly, and moving blankets were not there as ordered.

John Obrien 
Rating:
1.0

Better customer service, clearly state that parking is not available at this location and where the closest parking longer that 2 hours is (a 10 minute walk in the rain) and update the pickup time to when they actually give you the keys (almost 45 minutes into the appointment because they took over 30 min to check me in even though I used online check in to save time, I then had to drive around to find somewhere to park my car, walk back and then wipe down all of the surfaces in the truck because it's covid). Maybe let people know where the handbreak is too as it's not straightforward. It was a very frustrating experience.

Natarsha Bimson 
Rating:
5.0

Customer did not leave a comment.

John Pitzer 
Rating:
2.0

There was a bunch of homeless person's stuff piled up on the bumper of the uHaul. I used the app for pick up. When I got to the screen that said "You are approved --skip the line and pick up your keys" The clerk inside insisted for 10 minutes that I wasn't approved. I had to show him the screen and the chat page on the app that said I was approved repeatedly--he kept on looking at his computer and my phone and I really don't think he knew how to read his UHaul interface. It was really frustrating to use the app process to speed up the process and to lessen the time spent inside (for COVID distancing!!!) and then spend 10 minutes inside waiting for him to figure it out.

Barbara Bilderback 
Rating:
5.0

Customer did not leave a comment.

MARINA ESKANDER 
Rating:
3.0

The process to remotely pick up the uhaul was incredibly long and strenuous, having to find two people to call and independently verify who I say I am seemed silly, and to top it off another person came at the same time with a reservation for the same uhaul! Plus the dolly and blankets I ordered were nowhere to be found. I would not recommend using Uhaul as a company to anyone else looking for moving equipment / trucks.

Alex Baldwin 
Rating:
1.0

Customer did not leave a comment.

Liz LaRocca 
Rating:
4.0

Customer did not leave a comment.

ALEX MORRISON 
Rating:
1.0

Warn customers there is no parking ah the gas station so they can plan accordingly. Wasted time Trying to find street parking and could only find parking for 2 hours, so didn’t get to use the truck for the full 4. Very displeased.

Catherine Erath 
Rating:
5.0

I would definitely recommend this Uhaul Santa Monica location to folks. We selected self pick-up option which went well. Truck was clean and mileage/fuel right on target. It would have been nice to pre-load drivers' license and personal info prior to rental to speed up self pick-up check-out time. The attendant at this location was very helpful. He repeated steps we needed to take and was very respectful and considerate. He represented Uhaul very well and we appreciated his guidance.

Mary Colombo 
Rating:
4.0

Faster computer

Sunny Bak 
Rating:
5.0

Customer did not leave a comment.

Katherine Inglis 
Rating:
3.0

it was strange going into a shell gas station to pick up.- there was no sign but we saw u- hauls. and the cashier seemed too busy to be doing both jobs...

Alexander Wasbin 
Rating:
1.0

Charged me for a parking spot I couldn’t get because the staff had their personal vehicles in them. Had to drive home and take an Uber back. They made it seem like it was my fault. Horrible experience at this location and it seems like the location down the road knows about it because they told me if I have any problems to come to them. I would like a refund for my parking at the least to make this right.

Robert Daniel 
Rating:
1.0

The app is a good idea, but has not been well executed. Very slow and not easy to navigate or receive help. I had to call customer service after my agent in the chat didn't respond to me for 30 minutes after I kept asking for an update. I finally was in my rental truck 50 minutes INTO my reservation, which did not push my truck return time either. I still had to return by 3pm, though I paid for 6 hours and practically had the truck at 10am. I also was not pleased with the ending charges. It's advertised to be $29.99 but doesn't include all the other add-ups. In the end, I was very dissatisfied with my experience.

Lian Pourkazemi 
Rating:
1.0

The worst experience from a brand. This is a mom and pop shop that didn't have the transporter I requested. I had to drive 3 hours through downtown LA traffic to pick up a transporter. When I get back they don't know how to load my car. Complete waste of my time and terrible experience. Caused me to pay my movers 4x and I didn't arrive to my location until Thanksgiving, where everything was closed. Thanks Uhaul for the worst experience of all time.

JASON BOEHLE 
Rating:
2.0

After we got there, we were told by owner that they do not accept return truck not belonged to them. Uhaul computer system definitely needs improvement so the staff knows each location limitation. I was told to drive another 10 miles to a different location. First, I will pass the 24 hour timeframe. Second, the mileage driven to the first location will be wasted. Third, my time is wasted. After I insisted to talk to a manager, I was told that I could leave it there afterall.

Lilian Lin 
Rating:
4.0

Exterior of the car was very dirty and the windshield was very dirty. Interior was fine

Christine Lee 
Rating:
5.0

Customer did not leave a comment.

Brittany Takai 
Rating:
3.0

The computer system was not working when checking in so it took a while to check in and check out. The attendant was very helpful through the process.

Lindsey Lowe 
Rating:
1.0

My experience with U-Haul was unacceptable. After being switched to different pick up spots multiple times after being GUARANTEED a truck at the original location, when we were finally able to get a truck, there was a man asleep in the back. The gas station manager that gave us the keys to the truck clearly knew the man asleep in the back. He was not alarmed at all that he was asleep there. It took several minutes to wake the guy up and get him out. I have complained to U-Haul twice already and have heard nothing back. I highly recommend never using U-Haul’s services.

Samantha Hamilton 
No reviews have been submitted for this location.

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