Customer Reviews for U-Haul Moving & Storage of Pasadena
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 Moving & Storage of Pasadena
Young man was very nice and courteous and was accommodating and very helpful
Always a great experience!
In and out, super clean, nice guys, large inventory. New favorite U-Haul! :)
No improvements all of the employees were very friendly and focused on their customers
This location handled my dropoff quickly and sent me an email recieipt without even having to return to the office. Fast and efficient.
Each staff member I interacted with was friendly and professional
At pickup, staff failed to tell me about the "tow/haul" function on the gear shift and, because I was not towing a trailer, it took me a while to figure out why the automatic transmission was so slow to shift gears on acceleration.
Great service! Wonderful employees!!
Everything was satisfactory.
Staff was very organized and friendly. Great customer service.
Resevation call center never called to confirm our pick-up time and place. We had to work without the call center's participation.
Fast, convenient and friendly. This was the easy part of moving.
Standing in line waiting for the only person at the counter, at the time, could have been better had I been at least acknowledged by the person working. Though once a different person started helping us, our experience was great.
The location was great and Kenny helped us a lot. U-Haul overall, especially in reference to the call center is some of the worst customer service I have ever had. The first time I called someone hung up on me, I assume it was an accident. I got faulty information other times. Other than that, my U-Pod box was broken (the wood was cracked and completely broken off in other places). I was not satisfied with my U-Pod experience and the thousands of dollars I paid.
The lock couldn't be closed. The mirrors couldn't be rotated side to side, only up and down. This was a definite problem.
great customer service, I knew just what I was getting and what I was paying for, thank you
The whole rental exper was good. I like the idea of early check in on line. Nice store.
The employees were very friendly and helpful.
Good service and friendly attitude.
The checking in of the truck was great. Impressed by the iphone integration and the seamless return process.
Always professional and helpful!
Your check-out time has really become much faster since I last used Uhaul. Customers want to get their truck and get out of there as fast as possible. Great job today.
The staff was great and I se nothing to point out
Fix the odometers on the trucks. There was no way I put 67 miles on the truck. I did the same drive in my car and it was 15 miles less. I recently had my speedo checked
and it was perfect. What a ripoff.
it was very fast, no hassle, great
Customer service at this location was great.
List the bed size of each trailer.
I rented a 5x9 expecting a bed size 5 feet wide but it was only 53 inched wide.
The advance reservation and attention to detail in being ready for me was outstanding.
I would not recommend U-Haul service to anyone. initially reservation quote was $30 less than what i paid for. I was promised 50miles free which was not mentioned on the reservation when i picked up the truck. Then i get call from Uhaul changing the location of pickup. I had to change the location pickup back to my original request. I had to wait one hour to pick up the truck b/c the customer was late to drop off. Very Very unsetisfied with the experience. It was nerve racking to not know if i will have a truck as planned and the location i requested. Everytime i called customer service they would say you will receive a call the day before your pickup date and decide where to pick up your truck even thoug i knew where i wanted to pickup the truck location. Very poor Uhaul service. Aweful!
Carry on with the good customer service
Counter service was prompt and accurate. Truck was in good working order. Price was a good value. Return transaction was done at the vehicle and was very efficient. This was probably my best experience at this Uhaul to date, and I have probably been there 10 times over the past five years, including propane fill up service.
The Chippenham, VA location shipped my box late, and told me they shipped it when they hadnt. The lock I put on the box was not on the box. Very unhappy
I'll admit I was stupid. I was moving this past weekend and when I helped a friend move a few years ago, we rented a truck from Home Depot. I decided that was my route for myself. Well after going to 4 Home Depots and dealing with average customer service, it dawned on me to call UHaul. Immediately, it was one of the best experiences. I believe I spoke with Kim who was kind and helpful with my last minute response. After I called (from a Home Depot parking lot), I drove directly to UHaul. At the store, I was given quick service that was also informative. And Paul who showed me the truck and did the check with me was also extremely helpful and friendly. I could not be any more pleased with my experience at Home Depot in Pasadena.
I originally made a 5:00 pm appt. at the Hill St. location and luckily went in on my lunch break the day before to get a lay of the land. The person there told me I would be charged an extra day as they closed early and he recommended the Raymond St. location instead. The Raymond one made my appt. effortless, easily and even cancelled my Hill St. appt. for me. Being able to drop off after hours was the best part! Excellent customer service and very convenient. I will definitely come here again.
not your fault but the trains kept running friday
night and i was stuck almost 20 minutes within
a few blocks trying to return the truck
This was a great experience. Friendly, helpful staff.
truck had not been washed, had graffiti all over the side when I spoke to the attendant he was like so what, we rent a lot of trucks from this particular place, usually we have good ,service but this last round was terrible
typical bait and switch. unit never existed and someone changed my reservation to a larger unit. Corporate is going to hear about this poor service.
The check in Man was Great he even folded the blankets I rented ... Way to Go thank you !!!
you got a wining team... Best,Clayco
Montice did our walk around, helping to check the truck for damage and he was absolutely the friendliest and most customer service oriented employee I have ever had the pleasure to meet at a public storage facility.
I would highly recommend this location and plan to use their services again.
Checkout was fast, service was great, and returning the truck was easy. Very happy with my experience.
This was a great location! The North Hill locations was closed, and this location reimbursed me for the inconvenience.
What I thought would be $20 for 3 hours was actually almost $100 for the day. Plus another $25 for gas. Not what was advertised.
After the experience at the Chippenham location in Virginia, this location was a gem. The service was prompt, friendly, and extremely helpful.
Very good experience- Fast, efficient and friendly. Very pleased.
8x8 for 154. jammed doors, bad ramps. construction, jammed side doors. bad parking lot. pushy Day Laborers. a 10x10 at Public Storage for 75, easy parking, working doors no Day Laborers.
i would never use this service again it was a horrible service.
People who worked there were great! From the women who took my reservation over the phone, to the guy who signed me in, to the guy who checked me out. Very efficient and friendly. Thank you!!!
The van I rented was clean but smelled like cat urine. I wiped down the rubber mat in the cargo area because it was too intense. That is my only complaint other than that everything was great. The employees were very prompt and took care of everything immediately.
I have rented equipment from this location various times.
Employees are courteous. The only item I would recommend is to have people removed from your premises seeking to be hired. It can be intimidating if a female alone is looking to rent from your premises. I do realize that all they want is to work; however, they are other ways to get employed.
You answered every question--- even in advance!
The fuel in the vehicle was 1/4 tank below the value indicated on the contract. Luckily, I noticed this before leaving the lot and had it corrected. When I returned after fueling the vehicle, the representative quoted me a price that was over $20 more than the correct price. Apparently the representative added in the charge for the fuel, and if I hadn't questioned him, I would have been overcharged. My calculation of the mileage I drove based on GPS was 10 miles shorter than the odometer indicated, which leads me to believe that the odometer is poorly calibrated (leading to an overcharge). As I was calculating this, the rep worked with another customer. When he came back, he recalculated the charge, again making a nearly $20 overcharge mistake on the fueling. Not until I asked him again for the cost breakdown did he indicate that he had made a mistake. If I had not specifically asked him multiple times on the breakdown of charges, I would have been overcharged! It is my sense that the U-Haul business model relies strongly on what feel like hidden fees to give the impression that the rental will cost less than it will in the end. This is distasteful, but I suppose understandable in a competitive marketplace. However, this distasteful business practice combined with employee incompetence that could easily lead to over charging customers even beyond the "extra" costs of the rental have left a very bad impression on me. I will do what I can to avoid doing business with U-Haul again.
You can let the customer know the lock on the back door does not work. The area where all your personal items are hauled. We had to take the streets to our location. It took about 40 minutes driving in the heat. We didn't take the freeway because we were worried our belongings would fly out the U-Haul truck. I mentioned this to the Assistant Manager. I did say we not satisfied at all. His response was to give a credit of $4.00. I said are you kidding only $4.00. I will use enterprise on my next hauling.
Honesty: I told them I was going to need truck to drive 2 miles. In fact I drove 2.7. The man who checked me out said "there would not be a problem" with adding gas to a truck that was already below 1/8 tank.
I returned truck and was told to add gas or be charged $15. I added $8. When I took truck back in I was told that since the truck now had 1/4 tank my expense for gas would be refunded. What happen however was I was charged more obey and not returned the $8. My receipt says I was charged $34.98, but my credit card says $36.08. I was then refunded $1.08 rather then the $8 for gas on the gas station receipt I showed. It's not the few dollars that matters, it's the willful effort to overcharge me and tell me that I wasn't being over charged.
Great service. Prompt and had me out the door very fast. Much appreciated!
The owner of this facility really did the right thing and helped me out. I appreciate doing business with him and this location!
Everyone was excellent thanks
Everything was great. You might want to bring in your hapless colleagues at the Lincoln Avenue location in Altadena for some remedial training.
Hope I never need to go to this particular location,
They tried to cheat by telling me I had the rental car
for 2 days when I only had less then 3 hrs.
Then told me I should have returned by 7:pm, at the time of rental told me to return by 8:pm
Will not want to go back ! You have too many cheaters !
Montice was the most helpful team member in this experience. Quick and thorough. Enrique was also helpful at the front desk. Thank you U-Haul for making moving my grandfather easy.
More thorough communication between employees. I returned a van in the evening and the next morning, I received a phone call at 745am informing me that UHaul never received my van.
Immediate welcome when I entered the showroom knowledgeable sales staff inside and outside were friendly, responding to all my questions immediately!
Fast service, friendly and knowledgeable staff, great experience!
No complaints here. Everything went smoothly.
The person who checked me in and out (walked the van with me), was not personable at all; in fact he was borderline rude. I rented a couple months ago, and experienced much better customer service.
This was not the location were I made my reservation, the places were I should have rented from had broken equipment . It was out of my way to go to the Raymond location . I was not happy about that!
I have rented equipment from this location many times and found it to be consistently good in every aspect of the service provided (equipment, courtesy and prompt service).
Thank you !
The cargo van was dirty when I picked it up. The employee covered the dirt with a moving blanket. I turned in the truck at the night drop. In the morning I was charged $100 for 12 "missing" blankets. I didn't order blankets, never got blankets (except the one the employee put in to cover the dirt), and have no idea why the charge is on there!!! I called and was told the manager, James, would be back to me right away. It's been two hours. I'm frustrated and angry and want my $100 back!
Was closed when I dropped off thw truck.
It was a pretty hassle-free experience.
The receptionist and the check-in representative were very friendly and welcoming. The site manager needs to work on being a little more cordial and displaying a smile when servicing customers.
everything was wonderful. The people working there were very professional friendly. i will definitely recommend them to a friend or use again if I have to. Thank you
Staff was very personable.
The staff at Raymond Ave. U-Haul are great, always helpful and professional.
Really nice to be able to simply drop the vehicle off after hours.
Very kind representatives. Thank you.
Fairly efficient. Much better than when I was there 5 years ago.
Really enjoyed renting from this location. It was clean and staff were very friendly and helpful, and clearly explained the charges and available insurance options. The best part was the truck was in excellent condition and gave us no problems whatsoever on our long-distance drive.
Everything was great and everyone was very friendly and professional
Really good service.Keep up the good work..
Perfect customer service and especially friendly during return process after a very long day.
Appreciate Troy's restaurant recommendation as we are new to the area.
Typically, the Friday before Christmas can be extremely stressful. However, my experince with U-Haul Pasadena on Raymond was refreshingly pleasant. The front desk was efficent, and courteous. I was also impressed with Mr. Maurtice Paul, who not only recleaned the Cargo Van to my expectation, but patiently proceeded to demonstrate the vehicle operation controls and safety features. Thank you U-Haul. Lester Williams
Waited to long for simple return of rented equipment
Mr. Decker runs a top notch facility. He and his employees are always helpful and courteous. I hope to do business again and will recommend over and over.
A pleasure to do business with and I will recommend again and again!!
very well done, 14' was perfect for my move, your people were very knowledgable and it was a lovely experience
Great service and the technology and efficiency was nice to see. I requested a receipt when I checked in the vehicle and the gentleman who helped me, repeated my email address to me, however I have yet to receive it. If it could be sent to me, that would be great.
Approximately half-full tank of gas at pick-up was not marked accurately, though when I pointed it out it was corrected. Other than that, a good rental experience.
The transmission on my truck felt a little iffy. Outside of that, I was very happy with the service, ease of transaction and ethical return of my overpayment upon return of the vehicle. I will absolutely be back. Thank you for such great customer service, it's rare these days!!! :-)
Gabriel was so helpful & kind to us!
People were friendly, and accommodating. I would go out of my way to rent from this place.
The staff behind the counter was condescending, rude, and deliberately unhelpful when a dispute arose over the amount billed per-mile. After trying to contact the manager three times, I got tired of leaving voice mails. Will not recommend this location to anyone, friends or otherwise.
Very fast and available service. When I returned after a couple of hours to pick up a hand truck, I was in and out in less than a minute.
Great srvice - guys on the lot were very helpful, as was the office staff. Thanks again
Great Experience. Will definitely use them again
best experience with U-Haul ever - and I've rented a lot.
I sent an email back last week asking if you bill me each month via email and have still not heard back...kindly let me know right away..Sandi
The quick return process was appreciated
I`d rather you send these surveys out once the U-box is received at the other end. The initial experience is great--and I`m hoping the delivery side will be as well.
The ease and simplicity with which one can drop off a rental trailer 400 miles from where it was picked-up seems so logical and useful. You made it a reality. This experience was seamless from start to finish.
Everything was great very easy to access my storage.
Everything went great, the only thing I can think of is maybe more customer parking, although the young guy in the lot did let me park in a place I guess I wasn't supposed to (so many thanks to him, otherwise I don't know where i would have parked. I had cruised the street for a parking spot first and didn't find any.)
Staff were very helpful in helping me put the dolly in my car, and offering to help me remove it on return...
My experience was great. The guys there were very helpfull and had my transaction ready and quick. Also had a full inventory many trucks to choose from. Thanx
It took 1.5 hours to get me out the door. There was a computer glitch.
I reserved an utility dolly cart and when I went to pick up the truck, the agent said they only have the bigger appliance dolly cart, which they will rent me using the lower utility cart rate. However, after I received the email invoice, I noticed that I was charged the full price of the appliance dolly cart. U-Haul does not keep her words.
I checked online if I was able to rent a trailer. After a positive response online I went to the Glendale location and they said I couldn't do it. They put the wrong info on they're system, and they didn't even wanted to listen to me! I had to change location and go to Pasadena!!!
The person that attended me was extremely helpful.
I left the store with a flat passenger-rear tire. The side wall had been ripped wide open by a road hazard. Obviously no one at the agency checked the tires.
At checkout we did an inspection of body damage, but failed to look at the tires. This truck has dual wheels and the truck did not seem to have a problem when empty. I discovered the problem when I arrived to load it. If I hadn't noticed it then, we would have driven with a full load at freeway speeds on one tire, until it blew.
Everything went very smoothly and the process was efficient. Thank you and I look forward to using your service again.
The gas tanks on the trucks are 1/4 filled. Because I often run out of gas before I finish with the usage, I over filled. The trucks should all be 1/2 as least when rented.
Chevk in guy very friendly, quick, and knowledgeable.
The guy who serviced me Sunday morning was very nice! A+
Staff were friendly, but wires got crossed somewhere between staff and my box was not shipped when I requested. Had other issues with the Glendale and Auburn locations.
Well after the movers never showed from YOUR site. I asked for my money back of that part. This has yet to happen. Id say more, but let me finish with this. I tried and discussed my issues with everyone up to the general manager. His cold callous attitude would have made Ted Bundy proud. I also have parkinsons and a recent surgery, so being forced to do the lifting etc out of neccesity was cruel and im still in massive paun.
The receipt was incorrect. I had ordered a utility dolly. I was told on the day of my pick up that no utility dolly was available, but that I would be give an appliance dolly for the price of a utility dolly ($7). Please correct the receipt, and any associated charges.
You did everything right, professional help.
Representative was very professional and helpful.
Have employees that are not prejudice or blatantly rude to the customers. Many different ethnicities will likely come into this facility due to it's location, so perhaps some of the employees there should be reminded if that if they want to continue working there.
I rented a truck at the 24 hour rate, but when they asked me if it would take about 4 hours I said yes. Unfortunately I had an unfortunate delay and when I called to say I was going to keep the truck for a few more hours I was told I would have to pay for another day. The U-Haul representative on the phone was rude so I asked to speak to a manager and she gave me a customer service number. The woman at customer service was very nice and understanding and agreed that I should not be charged for another 24 hour period. I returned the truck after about 8 hours, giving U-Haul plenty of time to rent out the truck for the next day. Overall my experience was good, and I felt I was being considerate by calling and saying that I had to keep the truck for a few more hours (hours I had paid for) but having to spend that time on the phone was an unpleasant experience due to the rudeness of the U-Haul representative at this location.
Overall wonderful experience for my first time renting a uhaul truck!!!
Your customer service and time to check in/out had vastly improved!!!
Keep up the good work!
How does 5 extra miles become seven extra dollars?
Super efficient! Glad I moved to South Pasadena. These guys were amazing!
Keep up with the good work.. I had a great experiance with your operation...
I was not aware whether I had to fill out anything (milage reading) for after-hours drop-off. But it worked out alright. Maybe provide instructions like:
1. Refill the truck or you will be charged
2. Park it in the drop-off line
3. Drop the key & the tag next to the office entrance
Helpful/professional/ very easy to use. Great job!
The customer service is good and the staff is friendly
The Ubox was great. The employee who rented our reserved double trailer to another person was not so great. He also didn`t check one box and when we tried to open it, it was bolted closed.
Staff was unhelpful, and I wanted 24 hour access. The most inconvenient thing was that the small storage units were all upstairs, so I had to carry everything up 25 feet of stairs to reach my unit.
Annoying emails to complete this survey! Stop!!!
Annoying emails to complete this survey! Stop!!!
Staff was very helpful and made my move much easier.
A pleasure to do business with!!
Give customers more than 200 characters to give you feedback here
The gentleman who showed us the facility was amazing! NO attempt to up sell us,knowledgeable,patient, genuine. We tried tipping him, BUT he refused, would NOT take it. Man of Character
everything in one location to move at times when we are all scrambling to place our feet firmly on the ground, really helps...THANK YOU!
one of the workers named Matt went above and beyond and helped me get a larger storage around closing time! Great storage area and a great way the treat the paying customer!!!! Matt was a great help!
I was writing and excellent review, but not indication of when I am at 200 characters, so I cannot talk about exceptional staff despite a problem with confusion over storage unit reservation.
I appreciate the the whole staff by the was that I was treated. The staff was very customer friendly in the manner that they provided service.
Regards, Ricardo A. Fairly
Thank you for the free month!!
very good customer service and was very helpful while taking care of all the formalities needed
Moving out of storage, it took 20 minutes for someone to open bay door for my truck for storage pickup. An employee had his personal car in the bay. .
The storage is absurdly expensive and there is no elevator to the second floor storage. And I`m not talking a ten-step trip either. Forty steps up with no air conditioning is ridiculous.
Overall it was pretty good, though kinda pricey.
A positive experience. The stuff was efficient and accommodating. Our storage unit was clean and secure.
The staff is very helpful.
Don`t like how the loading dock is left open while you have to go around to get you car. They say we can leave the car on the street, but there is no parking n the street.
U-Box support 2x4s were loose needing to be renailed in on sides for support.
Jim Decker was MOST helpful and deserves to be acknowledged he was timely and accomodating.
The staff is very helpful and always have a pleasant attitude. Thank you for the excellent service.
Unit and vehicle rentals @ location. Service unpredictable: review needed on maintaining professionalism w/clients. Broken main door lock to units.
The service was customer friendly.
needs elivator for upper floors
I spent over 20 minutes on hold 6 different times trying to get through. Your taped message repeating every minute for over 20 minutes was very aggravating. The box was broken when it was delivered.
This facility has no elevator
Staff was very friendly and helpful!
Very friendly and helpful staff, made sure to walk me through the unit and the procedure for getting back in.
The individual who helped me did an excellent job.
While the staff did their bast to be friendly and helpful, they were way understaffed and could not keep up with the influx of customers. The storage facility was a total joke.
uhaul should consider using metal container instead of wood.
assistant manager was very helpful when phone reservation gave me false info. he fixed it.
Very pleased with my storage experience with UHaul
UBox=Worst moving experience of my life. Had to follow up many times to get my UBox shipped though requested immediate shipping, sent one week later. Use ABF for same price.
Kenny did a great job accomodating my last minute requests.............kept in contact as to what was happening......when pick up would occur.
All the staff were courteous and attentive. Very busy facility but they treat their customer very well.
NEVER AGAIN WILL I DEAL WITH CALL CENTER thanks to TINA PHILLIPS~!!! HORRIBLE SERVICE AND ATTITUDE!. Kenneth should have that position before her! He actually HELPS n works for his PAY
The staff went above and beyond, stepping in to help me with my extremely heavy load and making storage accommodations when I was pressed for time. I would definitely rent from this facility again.
The service was great the storage area was clean and the staff was very helpful.
Thank you for your service
Keep better track of your paperwork. Don`t hire young workers that look high all the time. Don`t charge a persons credit card without prior consent. Look over every mileage carefully.
they made experience of renting a storage facility very easy
All of the employees were very kind and helpful. They had a lot of customers towards the end of the day and they were still polite with everyone.
We are extremely grateful for everything they did for us. I would highly recommend this facility to anyone. Kim Rinehart
I forgot my Drivers License there. They called me immediately. I am very appreciative. Excellent Customer Service. Store hours are convenient for people working.
U-haul stays open till 7pm. Competitors close at 6pm, which is why I picked U-haul. 8pm or later would be even better for working people.
Very nice staff. Will use uhaul self storage until I can figure out my garage situation.
Robert was wonderful. The rest of the staff didn’t maintain professionalism and could not answer questions.
Customer Service is horrible! The manager told me it wasnt registering in my head before and after i told him i was bi polar. That comment is completly Illegal!!!!!
Excellent staff support. All employees were professional and courteous.
Everything was great. The only problem I can recall was the lighting inside the unit itself did not come on and I did not see a light switch to turn it on. Thanks!
Customer Service is very friendly. We have rented a van, purchased boxes, rented a storage place, purchased hitch and installation, and soon renting a trailer. Overall, excellent center.
Everything was very good.
Called, put on hold and disconnected. Went there to rent space and return trailer. Waited 10 minutes on line to get started. Unloaded then waited 30 mins on line. One person at desk and 4 or 5 outside
I used the U-haul storage facility for ten months. The only aspect I did not like was the rate was raised within the 10 month period of time and I decided to no longer use the facility.
The staff mixed up my storage unit number and filed my personal information incorrectly.
WONDERFUL EXPERIENCE. THANK YOU.