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
Everything was terrific - thanks!
I turned in the truck late but was not emailed a full detailed statement - just a credit card charge that seemed high. I have talked to customer service and told that I was charged a clean up charge since I left a brand new wardrobe box I purchased from U-Haul in the truck so that they could resell it. It was never used or even unfolded! Also seemed that I was charged twice for turning it in late. I rented a 15' truck for 2 days, about 50 miles and had the minimum insurance. I was charged $101.71, then $13.03 (for the wardrobe - okay), then $29.95 and then $29.60. Something seems wrong.
This comment is in regards to the poor phone answering service provided by U-haul. I was unable to reach the Pasadena location directly. The phone number provided goes to a central answering service and they were not able to connect me to the store even after 5 attempts. A message was sent by the customer service rep for the store in Pasadena to call me directly, but I receive no call back. This was a very frustrating experience.
Customer service was fast and professional. I was in and out of there very quickly when I picked up and dropped off the equipment.
Francisco is amazing and very helpful.
You guys were spot on, great work, great team. Wow!
from customer parking lot behind the trucks, have the office location more visible, perhaps an arrow on the side of the large building on the north ... otherwise everyone desires a raise ... GOOD JOB
Each employee I encountered at this location was friendly, helpful, and truthful. I'll return again and recommend them to anyone.
I will never rent from U-Haul again. i called and asked for a price, and the guy said he couldn't give it to me unless i provided my email and phone etc. everything u-haul does is a trick to get the customer to pay more. VERY DECEPTIVE. i used the chart to add the proper number of gallons to not overfill. and then i added a bit extra. sure enough, it came up short and you guys charged me another $6.80 for gas. you're running a scam business, based on deception. so you've lost a customer for life. got me this time. NEVER AGAIN!
The gentleman who helped me at the counter was efficient and friendly, and the person who prepared the truck was very professional as well.
During a previous visit to purchase moving boxes, the employee who rang me up took the time to help me wrangle my giant wardrobe boxes into my Prius, which was very much appreciated.
I only use this Pasadena Raymond Avenue location as it's very convenient and always has what I need.
Had a great experience....helped to make my moving day so much easier!!
Uhaul in Pasadena gave my U-Box to the wrong movers, who took it 2 hours away to OC. Jason 301-768-9330
Great service both times we've used them.
You made renting a truck and dolly a very easy experience... thanks.
They charge me too much for gaz, i did 6 miles or less and i haf to pay $17.5 only for gas why...!
I refueled the vehicle to the line I was advised to before returning, but yet I still was charged an additional fueling fee.
I forgot a tool box in vehicle, and when I came back next day it was gone.
More locations in northeast LA
The employees at this location were real polite and helpful, In case i need to use u-haul again i will be using this branch. I felt very happy witj the service and i will recomend this branch to my friends and family!
Both attendants were awesome. Van was super clean and check in/out were a breeze. U-haul rocks!
Excellent service and great staff!
I like the way you are doing rentals. I rent a truck when I need it. It is great to get in and out fast and return quickly without a lot of paperwork. Keep up what you are doing and you will keep me as a cutomer
I was charged $25 cleaning fee. The truck was literally clean. I made sure it was clean. I left the Van at the location after hours. They found it conveniently to charge the cleaning fee. I would like an investigation and my money refunded. --- Thank you
This place has units that are almost all upstairs and have no elevator. You know that people are storing furniture and things like that and you want us to carry them up 3 flights of stairs?
Drop off sign not easy to see. Better signage?
overall a great experience! I have rented from this location a number of times and all your proceedures work very well from initial arrival to drive off with rental. Return is also very efficient but It helps save time if you make an online reservation ahead of time instead of simply walking in but both ways have good outcome! I would not rent from any other source!! Sincerely, Rick
Have more trucks available. When I saw the10' I rented on line, I realized it was too small but they did not have a bigger truck available. I had to make 2 trips and was charged for extra mileage
The staff here were very friendly and answered all of my questions. I would definitely recommend this location to anyone planning a move!
Friendly, efficient service.
Just keep doing what you already do well. Keep the location well staffed, with well trained helpful people.
In and out in a hurry. Truck ready, instructions clear. Very good experience. Staff friendly.
Keep up the good work! Had a real positive experience, helped my move go smoothly.
Our AC was broken but I was offered a $10 discount. Everyone was really nice and helpful ????
It went very well, and there are no real needed improvements or recommendations that I would make given our work accomplished today.
Very easy online pre check-in, nice people and great service!
The staff members were very professional, cordial and easy going. Loved it!!!!!
I was in and out in no time.??
Quick, courteous service. They accommodated my need to keep the truck an extra 2 hours with no questions or extra charges. I'm a happy repeat customer.
Easy drop off with complete coordination of our rental agreement!
Arrived 40 miles away.Hard to get phone calls to right people..must have tried 10 numbers and msny phone calls. Spent days on resolution . Do not think this was Pasadena fault.
The staff at this facility were very professional and took care of our needs quickly and positively.
I was VERY pleased with the service that I was provided. This was my very first time having to rent a truck. Your reps were VERY helpful, kind, etc. I was VERY pleased. Thank you for such a great experience
I actually can't think of any improvements. . .this location and its team was about the only bright spot in my moving experience this past weekend. Very clean location and truck I rented. Friendly and very helpful staff. It was refreshingly excellent! Thanks!
Give complimentary waters at time of pick up
Staff was helpful, friendly and quick. Would highly recommend to family and friends.
Inprove customer service. A couple of guys were really helpful and polite. Then there was two others not paying attention to customers on, they were hearing music and using the computer. Another guy changing cloths on from of customers. Need to improve staff.
They rented me a trailer that had a damaged door. I spent three hours dissecting boxes and removing items underneath the door till I could get inside to pry on the damaged door track to open it more than a foot. There were obvious hammer marks and previous work done on this area but it was sent back in to service even though it failed to work 2 out of 3 times when you try to open it. The employees were sympathetic and courteous but had no way to help me and could not even offer to waive my charges as the mgr was not present.
I would not use or recommended uhual. I had asked if they can prorated or extended one day so I wouldn`t pay for the whole month. The representive said no without trying to help.
There was orange peel in the trailer when I drove away, the chains were dragging and fell off Half the way home to get my load and the tire on the trailer was bald
Great customer service at this location
It was good, the employees were efficient, knowledgeable and courteous. this is a big improvement over the last time i rented at this location
Once the folks @ the Pasadena location realized our battery had died due to previous customer's negligence, they were quick to rush a replacement truck out to my house in less than 30 mins. Very nice people ! I would definitely recommend this location!
On my initial entry to this location, there was only one
agent at the order desk on the phone. The other person was away handling a customer's transaction
which seemed to take quite a bit of time to resolve.
Needless to say this customer did not make matters better using foul language to express her mood of the situation. After a twenty minute wait I was finally
assisted with my rental.
Manager had the worst customer service
I drove the truck only for 10 miles and then refilled the tank before dropping it off but I was charged for gas again on my card. $10 is nothing but I would never trust uhaul again and also tell the story to everyone!
check in and out was quick. The staff were very helpful and made this the least issue with moving. Thanks
I was charged for three days, being told it is a flat rate to move out of the state and am given 3 days to do it. I returned the truck after 30 hours of using it and think that it is u fair for the customer to pay for 72 hours and not even use it. When asked if I could get some money back when speaking to someone over the phone, he rudely and condescendingly told me it's a flat rate and I would most likely use the 3 days (even though I politely tried to say I wouldn't). If a customer doesn't use equipment for the entire time, he/she should NOT be charged.
The mileage was 1 mile off, and the gas was 1/8th of a tank overstated. I had to correct the records. The guys were very helpful and friendly. The return was easy and correct!
Great Service my 4rth move with you guys
The truck's HVAC system smelled moldy. Forgot to mention at drop off.
Service is always great here.
Could not have gone any better!
The resources hired to load and the U-Haul truck were more helpful with practical moving information. The U-Haul employees just followed their checklist of things to cover but nonetheless fulfilled my requirements.
We rented a truck...........but it rain for 2 days and were unable to move but still had to pay. :( not happy
NOTHING EVERYTHING WAS GREAT.
Horrible not enough people behind the counter and with no real line the customers were all over the place.
By proving tracking number and status of Ubox location.
The customer service at this location was atrocious. I ordered my uhaul online 4 days prior (a 10-ft truck) and immediately when I got there they tried to get me to rent a pickup truck instead. When I finally did get the truck, They were not helpful when I asked questions regarding locks and other accessories and were overall unfriendly and not helpful. I had to call to confirm my order because my confirmation email wasn't sent to me until 3 days AFTER I moved. Never using uhaul again.
They made the returning of equipment very easy.
Great person that helped me and very well handled...
i originally made a reservation on the uhaul website but i never received the confirmation email. but luckily i saved my printout order number as reference for my pick up.
Some of the computer equipment seemed outdated and froze during the transaction. Van smelled slightly of smoke. Service people, especially Magic, were great. Convenient location too.
Friendlier attitude from staff on reception
If I'm expected to return the equipment clean, it should be clean when I arrive.
Make it easier for customers who want a hardcopy receipt to get one before leaving. (I had to wait 10 minutes in line to get one.)
Bottom Line: the manager on duty, Jim, was professional, helpful and took every measure to ensure a pleasureful experience was realized for myself and my crew.
The owner James could be a little more cordial.
The two young men who helped me with the pick up and drop off were more cordial.
This was my first time renting from U-Haul and every thing went very well.
Maybe, they could be a bit faster to help people returning with equipment. But overall, it was a great experience.
I've never received better service at U-Haul. Everyone was friendly and helpful.
If the next customer prefers to make a reservation,
him to do so without a credit card number. You may
improve the number of clients.
I have been charged 2 days instead of 1 day although I returned the car at the same day I booked it.
Your employees are slow to respond to customers always at every location I have ever been to. Secondly- your facilities always stink- perhaps it is the off gassing of the cardboard boxes. Regardless- you should do something to curtail the odor inside your stores! Third- upon return- the employees always disregard your presence. Then you go inside, only to be told to go back outside to deal with the same employee who didn't acknowledge you in the first place.
To the manager/owner, the day I was there: You were quite irate to one of your employees and very openly agitated. Would have been nice not to have to hear all that first thing on my sat morning. Next time take him aside and talk. Be the professional one and keep the front desk area pleasant. Cover your anger and articulate your employee's problems in the back or outside. Give them a tad bit of respect. You might get it back.
Keep your location clean and neat, your equipment in good repair and your personal presentable and polite. Service is your best sales tool. I had a good experience this morning. Thank you.
Great location. Fast check out. I was able to leave
my car. Truck was clean and new. Thank you.
When marking where the equipment has any damage they should do it carefully and accurately. I had trouble because of this when droppings of the truck.
In an age where many people move every 3-5 years, You should be thinking: How do we keep customers for life. Instead of trying to bleed them to death on any one given move--try to maintain the relationship.
Be truthfull about whether or not the truck would be available. I was lied to about having a 26 foot truck available. I was never told I may have to drive to Santa Ana to pick up a truck. It was a miserable experience. Your company should be ashamed of how you treat customers!!!
The sun visor was broken and i didn't realize it until it fell in my view as a was driving on the freeway. and when i really needed it it was no use . almost caused to me crash. plus every time i tool my foot off the gas it felt like the engine would drop cause me to accelerate even harder to get back at the same speed. was not happy at all.
Courteous, friendly and competent, a great welcome to the new neighborhood.
Associates were overwhelmed, after waiting 10 minutes for someone to check in the returning truck, I had to go inside and alert them I was waiting for help.
The equipment was clean, but there was a sag in the floor about two thirds of the way back from the front of the trailer. While this did not affect my move, this weak point in the trailer floor could get worse and affect the loading and unloading of the trailer; you might want to have one of your maintenance employees look at the floor of the trailer and repair the sag that is present. Aside from this, the trailer was in great shape and got me all the way to Hayward from Pasadena, California, without any problems. As always, I am a satisfied U-Haul customer.
Acknowledge customers standing in line. Advise that they'll be helped shortly.
I was charged extra for not turning in the truck. They messed up my turn in and credited it to another person. WHAT THE HECK???
I had a receipt and everything. Unprofessional
The uhaul I rented only had a little less than 1/8 gas tank full and the contract called for me to return it with 1/4 of a tank. Essentially I had to return the truck in better condition than I rented it in. A bit of bullshit.
This locatin is great ...it is easy to use
The union station for the homeless is a block from there so whe ypu drive up peole ate looking for work
And they are agressive about it
My recommendation would be a fence that is not "see thru" so it blocks them put from harassing clients
and a Guard
Clean the windows on your trucks inside and out. Clean the interior prior to rent the trucks out to someone else.
Was pleasantly surprised on how well this location was run
Terrific site service. Would only have liked access to Unit to have extended to later in the day.
This facility needs to have elevators. That`s the only reason why I would not recommend it.. Otherwise the staff was very helpful and friendly.
Good Customer Servie, very helpful
Made a reservation online for a first floor unit for a specific price, and when we showed up on moving day, that unit wasnt available. Had to pay 50/mo more. Classic bait and switch.
I made a request prior to moving in which was not completed and was given wrong information which made my move very stressful. Will be looking for an alternate company to use in the future.
The lack of a service elevator was a disappointment.
Good experience. Staff friendly and helpful.
Everyone was polite and efficient, and staff knowledge was excellent.
The staff at the Raymond location in Pasadena is very friendly. They did everything possible once my boxes arrived to support my move to the area.
I picked it up and dropped the filled box at your facility and just got notice that it arrived at its destination. I will pick it up this coming Monday.
We forgot to give 24hr notice, but the staff still pulled our box when we arrived. Very friendly
Kenny, Asst. Mgr. UBox Pasadena, was fantastic! He worked incredibly hard to salvage a difficult situation could not have been nicer! We owe Kenny so much for his help. Samantha Rose thank you!
Everyone was very helpful and kind to us.
Looking forward to picking up the U-Box and unpacking it at the destination!
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
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.
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.
The owner of this facility really did the right thing and helped me out. I appreciate doing business with him and this location!
Immediate welcome when I entered the showroom knowledgeable sales staff inside and outside were friendly, responding to all my questions immediately!
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
The staff at Raymond Ave. U-Haul are great, always helpful and professional.
A pleasure to do business with and I will recommend again and again!!
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
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.
Everything was great very easy to access my storage.
The person that attended me was extremely helpful.
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.
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.