Customer Reviews for U-Haul Moving & Storage of Altadena

SERVICE WAS EXCELENT, I WILL RECOMMEND IT TO ANY ONE, THANKS

I dropped the trailer off around 3PM on 11/28/2020. This invoice I received is not accurate. Additionally the person who was working at the time of drop off refused to walk to my car at the designated drop off area. He was sitting down chatting with a friend until he finally acknowledged me. He then could see I was struggling with the trailer and was suggesting that I reverse my car into the exact location where the trailer is permanently stored. There were two people working. One of them was cleaning the trucks and was too busy to supervise the person who I had to deal with. I didn't get his name but he was the heavier of the two employees,

everyone at the facility was friendly and helpful. I enjoyed doing business and will recommend it highly.

I was WAY over charged. Have pictures of the odometer coming in and leaving. Not happy.

I love the service and I will do business with you guys again and recommend to others as well.

Reserved a trailer on line, but it wasnt there when we showed up. Rude clerk told me to go to another location, blamed the mix up on the system software but could really care less that I was inconvenienced on a day that I had lined up people to help with a move, I will look for rental alternatives in the future other than UHaul- the system messed up and the help was rude, no a winning business combo.

Currently I waiting to have my account credited as I was overcharged therefore I can not render a favorable survery.

The young man waiting on me was respectful and easy to deal with. Explained the rental details well. Great job.

Horrible service. The location didn't have the plug wire and told me to go purchase elsewhere at 7 a.m. and they'll reimburse me. They charged me for two day rental, when the trailer was returned the same day.

The truck that I picked up had severe damage to one side that was not in the photos. Based on prior experiences with uHaul, this made me nervous. This time, the staff were polite and understanding, but receiving a vehicle with major (and apparently undocumented) damage is a problem.

It was easy to sign up on line, and your employees were very kind and helpful. I would definitely do this again! thanks

The ramp clamp was broken causing the ramp from the trailer to come out while driving. The trailer should be properly maintained for safety.

Chris was very helpful! Really appreciate you having him as your representative.

Give Jose a raise. All employees are very professional and courteous. Thank you.

kim did a wonderful job with the paperwork and the prep of the trailer. she ensured the trailer was properly connected and the electrical connections were complete. Thank you .

the truck's ac did not work.

The employees have no clue what’s going on at all only when the boss is in there can you get anything done.

Overcharge on receipt and charge us for two days when we only had truck for 4 hours,

The staff was very helpful. When I was there it was busy and they could use more help.

Send a service provider from a closer location to the customer. We had to wait for an hour and a half because roadside assistance came from Hesperia while we were stuck near Baker, CA.

All the staff I met was friendly and helpful, and the van ran perfectly. What more can you ask for?

The only complaint is the mileage on the Uhaul. They charged me 101 miles.

We handed you a different credit card when we returned the truck and you have charged both cards the same amount. I will find your contact form.

The price I was quoted on the web site, was cheaper, than the one quoted at the office, and the price at the time of the pick up was even higher. The trailers lights didn't work, and had to use an external system, the lights were not attached properly and it broke the cable due to not being tied up properly.

.....fuck them

Reduce cost.

We love you Altadena U-Haul Great customer service.

The trailer I rented was junk. A rattle trap. Bad tires. Dirty. Tailgate almost impossible to secure. Told employee, she basically blew me off. They should have paid me to rent it.

Thank you!

I rented a truck and when I went to pick it up it wasn't available. I had another one huge which I didn't want. The check out process is LONG and super difficult

Excellent and friendly service from all the staff!

It was great service and very easy. My trailer had a broken latch on it that needed to be re-welded, but it did not affect the job I needed it to do.

Truck tire sensor was not working correctly. I had to wait 10 minutes to be helped. No one was in line, no attendant present.

Pickup location was excellent; all the employees were extremely pleasant and helpful. However, the company at the level above location management is hot garbage. “Reservation” is an absolute misnomer and company policy regarding said “reservations” is predatory and abusive.

I've been with you all since 2015 and from day one it's been great. The staff is different now but still nice.

Checking out takes a lot of time often resulting in a lot of wait time, no fault of staff! Computers seem to be really slow and system outdated?. I have done the online check in, etc. but find there are too many things that go wrong. I was renting a closed trailer and manager Chris was amazing! Had difficulty with the lights and he went out of his way to to make sure I was set before leaving the lot. Chris is ALWAYS so helpful! I rent all the time from this location and tell all my friends and clients to buy their supplies and use their rentals!

Fast and easy. Employees were helpful and friendly. Another great rent.

Excellent, friendly staff. Great location, but the van was dirty and the check in/out app did not work.

Either stop making the customer do all the work involved in a rental while the staff just gets fat or lower the prices considerably to accommodate the customer for having to do all the work. I hope I remember this experience the next time I need to rent a truck so that I can use another company

All aspects of truck rental agreements should be made clear to people, specifically that truck rental prices AND insurance are charged DAILY and that gas is not reimbursable. These are not pieces of information that are otherwise made abundantly clear. Also, the lady who rented the truck out to me was great. When I returned, though, whoever was working there was completely unhelpful. Your "return" self-checkout process is absurdly long and could easily be done by a customer service rep.

Made a reservation online 2 weeks in advance, only to get a call the night before saying there are no trucks. Really I gave my credit card and got written confirmation. I had arranged 10 people to help and was given no solution. After escalating I got a smaller truck but I had to pick up immediately. Must of been someone else's truck.

Staff was friendly, helpful and efficient.

Friendly and helpful associates

There was not enough people working. We had to wait a long time before anyone was at the desk. The app is also unintuitive. Why was it necessary to ask for multiple levels of identification beyond drivers license?

This was a large full service U-Haul place with all the amenities in storage that you would expect. There was not a lot of staff around but the person who checked the trailer back in was super helpful, pleasant and made the whole drop off as easy as possible.

Lack of communication when my rental was over 7 hours late for my confirmed pick up time. Wasted a whole day driving back and forth from my house to U-Haul 3 different times and waited numerous hours at Uhaul as well.

I always rent from this location even though I don't live near it. They are always nice and courteous and very helpful.

Your representative was kind, patient, and professional and helpful.

Excellent in most every way — especially the check-in gentleman. He is a very hard worker. He was courteous, efficient, and really deserves a raise.

The remote pick-up was a royal pain in the ass and not user friendly. I will not be using devices to access my next rental. If I cannot come in to pick umps keys and sign paperwork I will find alternate accommodations.

Someone lied when the truck broke down and said high was telling them I was fine when that was not the case 2 to 3 in the morning waited for some respond

For the booking process through the home office/website left much to be improved...Logistics center never called me back after 2 days and when they did they had no idea the the equipped I needed was located. after speaking to a bout three people a guy named Karl was helpful he said there was a truck and trailer in Montery CA. but he was still incorrect since equipment was available in Santa Cruz right down the street which was better for me.

The staff was very friend and helpful I have used them before and will continue to use them for any future needs.

Extremely friendly and helpful. I've rented quite a few times over the years at our former OC location. I was hoping that our new local U-Haul location in Altadena would be as nice. I wasn't disappointed and I'll rent from here, I'm sure!

The tire blew out at the corner next to the return center so I could not put gas in . I was charged $8 for gas , I used 7 miles.

Great customer service.

Car is unstable, handle seriously trembled when vehicle speed over 60miles

I got a call a day after I returned the truck asking me if I had returned it.

No complaints...thank you!

The vans was dirty and had low tire pressure. When I arrived there was a line inside and the one guy there was no where to be found. I had to find him around the back. When I told him the tire pressure was low, he came and kicked the tires and said not to worry I was good to go. I have rented in the past and always have had a good experience. This was an exception.

My customer rep was professional and friendly. The problem is that we had a verifiable reservation for a truck and that equipment was not available with no reason given. No phone call. We were compensated monetarily but that does not make up for the inconvenience we experienced with our move.

Unacceptable-> The Burbank location (7721 Hollywood way) original pick up location. Did not know I was coming and did not have my rental. After wasting time in this dirty, unkept location I was redirected to the very good AltaDena location an hour behind schedule. In my opinion there needs to be better organization of the pick up locations prep for clients. Unacceptable to not be prepared for customer who has followed all instructions and is on time.

This was the most incompetent experience with customer service I have ever experienced. First, I was asked to switch my original reservation from a 10 foot truck to a cargo van. The manager then proceeded to tell me the mirror is loose on the truck I had reserved so it's unsafe to drive. He showed me the truck's window and it was indeed wobbly. He then revealed it was because one of his workers had lost the tool he needed to tighten it. I insisted on following through with my reservation and using the truck and so he offered to get the tool at a local hardware store and then tighten it himself. Seemed like a good solution to me. I told him I'd wait. About 10 minutes later he returns to me and immediately offers to credit me $50 and rent me the cargo van because suddenly, the keys to my reserved truck are missing. They couldn't find them and they suspected the party who last used the truck had accidentally taken the keys home with them and they were not answering their phones. It was a huge inconvenience and a terrible start to my move. The worst part of all this was the manager's attitude. He offered no apologies over this massive inconvenience. What's equally irritating is that this whole thing seemed COMPLETELY avoidable. I'm so incredibly disappointed with my experience at this location and will likely never use U-Haul for my future moves.

I had no problems ever at all with my storage or the staff. It was easy and convenient for me. thank you U-Haul.

Everyone was very courteous and explained the process to me.

Great experience.

There was no light in unit 098 so that was a challenge. Everything else was fine.

All staff was very helpful!

Staff are great. I kept my belongings there for waaay too long so I often forgot how to get in to my unit. They always patiently reminded me how to do it.

After paying for unit first, it was rented to someone else also. Came to check my space, was occupied and locked. No other unit that size available. Manager wouldn’t vacate. Unprofessional!

Very professional staff.

05-13-2019: Chris and his staff were always helpful, courteous and very easy to do business with. I would recommend this U-Haul Storage Facility to everyone.

Thank you for all your support, patience and assistance during my stay and move out at the Altadena facility. Great customer service . Staff was great. Thanks to all for everything.

Facility is well maintained and the staff is helpful. An improvement would be to extend the hours of operation until 9:00pm!! Thank you for your service. (Also the late fee of $65 on $85 unit is high)

These guys always do a great job of getting you outfitted and out the door quickly.

Storage unit was always clean and well maintained. I had my storage unit for over 3 years and all my things were in excellent condition when I removed them. I recommend this facility to anyone looking

The woman I spoke with could not have been nicer, more professional or helpful. Very sweet on the phone and very nice.

No callback from manager for message left

Chris the manager when above and beyond I was going to loose my storage unit but thanks to him I dint he work out a payment plan with me I was able to move out and keep my things. Thank u altadena uha

The staff was great

The staff is exceptional! Christian was always friendly, helpful, professional and just an all around great guy.

Great and very helpful staff. They just need more help/staff.

The on-site manager Chris was extremely helpful and always friendly - great customer service!

I’ve checked out before my month was up, the young man at the counter told me he would email my receipt, but all I got was another monthly charge... Please fix thi

The staff is extremely helpful and proactive. They know and like their work. Every visit to facility have been a nice experience. Thank you so much!