Customer did not leave a comment.
JOHN DCustomer Reviews for U-Haul Moving & Storage of Pasadena
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.
Great experience
NOUBAR SGreat customer service and very helpful and friendly. Thank you!
BLANCA SI do not know the name of the man who helped me get the tow dolly, but he was INSANELY rude. He was bald with a greying beard. he started off the interaction by walking right past me and mumbling something. He didn’t even bother to look in my direction. when I said “I’m sorry, I couldn’t hear you.“ he repeated himself, AGAIN without looking at me while walking away. He told me which tow dolly and to back the truck up to it. While I was backing up, he gave no indication of if I was going the right direction or should keep going, so I said “sorry, should I keep going” out the window and he said “Well I didn’t tell you to stop.” Once I was backed up he had me use the blinker and break to test the lights then just said “okay” and walked away before I even had the chance to get out of the truck: I know we all have bad days but this was such a horrible experience.
Caroline RJenny, and the crew were great.
DERRICK WI emailed to ask refund because I was charged too many dolly fee, to the following address last month, but I have not received back finally. Poor customer service 714064_GM@uhaul.com ==== Hi, I received the following receipt, and it shows double-UD (1). https://uhaul.com/s/4699F38475 I assume it means I borrowed two Utility Dollies, but I actually did just one. Can you revise the receipt and refund for it ? thanks, Yuko
Yuko TGood service, fast
DALE B100%
DOMINIC RJust dropped off vehicle with key and was allowed to leave.
STANLEY MI would like to say that Shauna was awesome. She was always willing to assist me when ever I called
keisha m | Overall ExperienceWe always get great service from Pasadena U-Haul!
ROLAND WEverything went smoothly. Staff was great at counter and at equipment.
DUNCAN Fprepare and check all the equipment prior customer arrivals.
BOGHOS KYou found the right resource for your moving needs! I have a little time for ineptitude in everything that I do and all I can say is that the manager "Jim" and his entire crew were informative first, but also offering a neighborly approach with everyone on deck to assist. Someone in the leadership of hiring… Simply knew what they were doing! Bravo!
CHRISTOPHER PAwesome staff especially Genny
KEVIN DI tried to switch my reservation from a cargo van to the slightly smaller transit van, the clerk gave me the impression that that would be okay, but then gave me the bigger cargo van anyway. Maybe I was mistaken, but I didn't push the issue and just took the cargo van.
ROBERT DPEOPLE ARE NICE THERE
NELSON IEverything was easy to reserve a truck and in and out very quickly! Customer service was great!
LISA SEverything was great!
JOHN SYou guys are great. Thank you all so much. The app was giving me weird ass messages, but the customer rep fixed everything immediately. Also the truck maintenance guy is really nice and the truck was great.
Anton MThey were quick in getting me check in. Check out took a bit longer as the inspector forgot to call the front desk after he finished his inspection. Overall, well run location. The 10 ft truck I rented only get 5 miles per gallon - bummer!
PATRICK TThe gentleman e oh helped me on the Raymond site in Pasadena inside and the gentleman outside are both excellent employees. You are blessed to have them.
DEBORAH CI didn't understand how the straps around the tires was supposed to work on the car trailer. I watched the video on Youtube and figured it out (I think) but I'm not sure I did it correctly because when I tried to off load the car, the straps would not loosen. That was a bit frustrating. However, the folks at the pickup center were very patient and explained all the answers to my questions. I just didn't know enough to ask about the straps.
Mark GMy Family Ben using You guess for over 75 years Because of Great Customer Service!! Never Ben Let Down Will always Use you For A Rantel! Keep Up The Great Work 👍
STEPHAN PGas tank was not as mentioned, they marked 3/4 &it was 1/4. I was in a rush so I didn't make a deal at the moment. Lady it was a little over 1/4.
Juan MThank you for the free month of storage due to loss of home in fires. Truly appreciate it!
Eli MEfficient and easy process. Thanks!
Alexander SThis is my go-to U-Haul location.
JUDITH JThe Raymond U-Haul facility & Managment was very courteous and respectful and even call to check on while renting their truck to see if everything is ok . I always use and recommend this U-haul facility to all my church members and Altadena fire victims .
BRIAN SCustomer service rep was friendly, knowledgeable and prompt!
CHRISTOPHER GEfficient pick up process and I also checked in online. The team was courteous and the truck was in nice condition and no smoke. Thank you!
Cynthia LI am very pleased with the company's services, I want to express my gratitude to the employees who provided me with services! God bless you! Amen!
ZAURBEK BI love everything and everyone 💙
SILVER J | Overall ExperienceI received excellent service. All the the staff were really helpful at the time of picking up the rental and at the time of returning the rental.
RUBEN MGood team at this location
EARLENE PI don't like driving rental vehicles when lights and messages start showing up after I drive off the lot. In this case the oil change message came up and also the tire pressure warning . Full maintenance before initiating a new contract would be helpful. Otherwise I had a very good rental experience. Thanks.
SAATRAI AThe location should add parking spaces for renters.
David B$90 charge for gas for driving only 25 miles
MARK SEverything was fine, but I think the truck I drove needs brakes. I forget to mention it when I returned the truck. Other than that, all is good. Thank you.
Beatriz MSuper service as always!0
ROLAND WMore time frames
Gustav HHow about making sure you write down the correct info on the truck being rented and not having to rent a bigger truck for a higher price..!!! This is the 2nd time UHaul screwed me..!! Will never use again...!!! A holes!!!
BERNARDO HThe moving team that helped us move was amazing! They did such a great job and were efficient, safe and definitely helped take the load off of my family and I during the move process. I would definitely use the team again!
RUDY RThe African American women was extremely rude to me when it was my turn she said “ I guess I can help you “ un called for . Other than that everything else was fine . My apologies that I don’t have her name .
MONIQUE Q | Overall ExperienceGreat customer service.ill be back
EMMANUEL BI was concerned this was going to be a complicated visit, but everything went very smooth. The front desk representative was very efficient and fast. She was able to get me a pick up truck that day and it was clean and on the newer side. Love it!!!
JANE TVery professional, courteous and helpful. I love this location. The manager James is the best. He is very helpful and care about his customers. I wouldn't change anything about this location, I absolutely love it.
GRACE CThis was the absolute worst storage facility. The lock fixtures are antiquated and are difficult to manipulate. Many of the storage units in the room were mine was located have chicken wire, which is damaged at the top around each unit. All on my side were damaged. The insides were not secure because of this. If the person renting the unit next to yours had roaches and or rats, you would certainly be guaranteed to share in the experience… The previous tenet had sprayed a demonic face on the inside of the unit door…. The front desk clerk who rented the unit to me had promised to have it removed, however upon returning the dolly key to the office, he was told by the property manager that they would not pay for the door to be painted…. Today, Wednesday, 2/26/2025, I received a text message that someone had tried to enter into my unit. I began my contract on 2/15. It hasn’t been two full weeks. I called and received no response. They didn’t even attempt to call me directly… I decided to rent a truck, remove my contents and take them to a honest reputable storage facility…. I wouldn’t even suggest that my worse enemy rent there!!!
Roslyn WI rented my car with 9/16 tank of gas & returned it with the same, yet I was charged $12 for two gallons of gas. There is no reasonable explanation other than the location was trying to overcharge me & hope I wouldn't look at the actual receipt. When I returned to dispute it the outdoor attendant blamed the previous person who recorded the gas gauge - which is laughable because I had to go through the equipment verification process in order to get the vehicle. Everything had been documented. So once again, there is simply no explanation other than actually trying to steal money It's just B.S. The desk attendant refunded my money because there was no question I was getting screwed over. It's shameful behavior.
KENNETH MNothing.
Brian GI have no complaints keep up the good work
MARILU EGreat service as always!
ROLAND WTruly awful experience at this Uhaul location. The first van they gave me the back door would not open. Even a Uhaul employee couldn't get it open and had to crawl through. Upon returning vehicle at 4:57pm, the employee told me he was not going to check me in, that I had to do self-check out. I said okay and proceeded but then he refused to assist with questions I had about the app. Were was the barcode? Simple questions. Two employees were zero help despite technically being on the clock.
MOLLY PRequire the gas tank is filled upon return or charge the customer like rental car companies. The truck had 1/4 tank which I had to fill up when I pulled out of the rental place and the next renter will benefit from the $60 in gas i left in the tank. This is crap and uhaul knows it. Check the transmission, the truck would have to hit 5000 rpm before it would shift to the next gear. i should get a credit for the furniture rugs that I didn't use.
Paul OI rented a pick-up truck. I drove it TWO (2) miles and returned it in an hour. I was charged an exorbitant rate for 5 gallons of gasoline. What a scam.
DANIEL MYou’re doing an excellent job. Continue doing what you’re doing. The worker are friendly and helpful.
LINDA BVery clean. Will do business at this location again.
RYAN C | Overall ExperienceEverything was great! Staff was so very helpful and really friendly. Had lovely interactions with Shanna.
ANA M | Overall Experience1. The prices go up about $5 every three months. Probably a good incentive to get your belongings out of storage asap. 2. My Ubox wasn’t at the pasadena location like I had ordered so I had to spend money to rent a van to drive to Altedena to another U-Haul location to load my Ubox. 3. Couldn’t close my account at the Altadena location so I had to drive back to the pasadena location to close my storage account.
Elizabeth V | Overall ExperienceThis location was great! Very easy to work with, and they had top-notch service--overall, a very positive experience!
BROOKE B | Overall ExperienceIt would be great if in the future you had options to help with loading. I mean, I will introduce a tool for lifting boxes or furniture.
IHOR K | Overall ExperienceDue to the lack of an elevator, I feel like the location should install a ramp so costumers can use a dolly and facilitate the move to the second floor.
PABLOA M | First ImpressionsGreat storage space.
Adelina T | Overall ExperienceStaff is very helpful and courteous.
Eric R | Overall ExperienceI would have put “Excellent” but carrying boxes upstairs is the one big mark against this location. An elevator is needed. Service was great. Good employees.
alfonso r | Overall ExperienceI had a satisfactory experience denting the storage . Thanks
Mohammad S | Overall ExperienceI love the staff. They are Extremely helpful and nice. They help me understand everything to the T. They don't get frustrated when asked questions and they very thorough with everything. Whoever has them as employees needs to give every single person a raise👏🙏 Thank you ladies and Gentlemen
SILVER J | First ImpressionsStaff were always helpful when needed (Ginny, in particular). I appreciated one day seeing that the outside trim of the building and railings were being re-painted - this shows attention to detail. I also appreciated seeing all of the cameras and flashing lights - indicating security.
Matt B | Overall ExperienceShana (SP?) was great. Beware the competition stealing her. But the facility….That’s another story. It needs an elevator or at the very least a ramp. I got a unit in the second floor and had to go up 20 times at least. Talk about fatigue. Otherwise a great location.
alfonso r | First ImpressionsThank You for your acomadations.
JOSEPH B | First ImpressionsI am so grateful for the staff here at U-Haul in South Pasadena and the general manager. He really helped me in my situation work with me when I couldn’t find my keys to my storage unit I am so pleased that someone extend it loving kindness and tender mercy to me a customer when I was in a frantic state thank you so much. If I need to move again, I will be using you all. Blessings.
Ramona P | Overall ExperienceIf you are looking to move and have no other choice this would be a last resort place. I worked specifically with Shanna who was extremely professional. This U-Haul has a lot of of people who sit outside of the unit willing to help but can be a bit aggravating. The pro- pane tank is right by the loading making it hard to unload and load items if they are requesting service. I will say that they do have a recycling area to dump unwanted items. My only concern was that I was charged a dumping fee for two small mirror tables. I was able to dump plants but not those items and was charged a fee. It was over priced to rent the unit. I will not be returning.
Brandi b | Overall ExperienceShawna and Ashley the regional president was exceptional to work with!!!
Shannon D | Overall ExperienceNever a problem... Staff is courteous and helpful... Could not be happier! Thanks!
Douglas D | First ImpressionsI didn't have a problem moving in my stuff and taking them out.
naTALIE W | Overall ExperienceI will tell the facility was great and the people helpful and courteous but the fact they the free months storage cost me $20+ because there is no mention that you need to get the insurance and that you have to have a round padlock was just wrong. Another example of hidden fees. I will let everyone I talk to know that U-Haul is just like every other place that has hidden fees, be upfront people appreciate that…what could do I was there and was need. Why do I need to tell when I moved? And why do I need to answer all the questions…be happy you are getting reviews Thank you
Brian K | Overall ExperienceWhen I rented the “free” unit no longer be told me that I had to purchase insurance or a special lock. So the free month cost $21. Not the storages unit fault but the national service center
Brian K | First ImpressionsNo elevator for second floor storage
Sahara A | First ImpressionsCaesar is the best!
Lisa C | Overall ExperienceI ordered a 10 ‘ storage and it was only 9’6” and they didn’t have another so I had to switch to public storage which made me have to keep their truck which over charged my account ,!,!,
Damon B | First ImpressionsShanna at Uhaul in Pasadena (Raymond) was always beyond helpful for my entire duration there, and just overall a pleasure to do business with! When anyone one comes to me regarding storage facilities, I will continue to refer them to her and this location!
Princess B | Overall ExperienceOnly negative is the location lots of people on the street yelling and screaming. Also, the monthly rent is far too high for the amount of storage provided. Thanks
Herbert B | Overall ExperienceThere were no elevators to take you up to the 2nd level. If you had large heavy items you had to choose the ones on the 1st level and they cost more. It's also too difficult to reach anybody if you have questions or you need assistance with your account. The wait time for phone conversations is ridiculous. Process for running trucks and units is completely unorganized. Good riddance.
Andrea D | Overall ExperienceThank you
Deborah H | Overall ExperienceThank You for your services Well Done Donna
Donna J | Overall ExperienceEverything was great except I couldn’t access the loading dock unless a service representative was there and the first time I used it, it wouldn’t close so anyone could’ve walked in and accessed every locker on that floor. That and one of the thresholds was a mess to get over.
Willman M | Overall ExperienceThis facility compares as better than my only other experience renting a storage facility which was many years ago. The service was efficient. The distance to get to the unit was short and the place was clean. I am super glad about the climate-control.
Dorna K | First ImpressionsCustomer service was professional and helpful.
Trinidad R | Overall ExperienceI didn’t get either of the mens names who helped me out today but they we’re so helpful and patient and just went above and beyond helping out !
Alana M | Overall ExperienceExceptional service!! All 3 employees who help us were so nice, helpful, and fun. Really made our Sunday a wonderful day. Thank u!!
Danielle W | First ImpressionsThe staff was incredibly rude. At one point, when I was waiting in line, the cashier was literally yelling at another employee through a radio because she didn’t know how to make the computer work. When I went to get checked in to my storage locker, the guy who set it up didn’t know how to use the key card system. It took 45 minutes or so. When he was done, he confessed that he had never been in the storage building. Parkin g is a nightmare. When I was finally checked out, an 18 wheeler had blocked the driveway so I couldn’t leave. There are many other storage facilities in town. I would choose any of them over this one.
Bryan H | Overall ExperienceAlthough the staff was friendly, they didn’t have my reserved unit available which required a downgrade in size and was on the second level with no elevator. This required multiple trips up and down with heavy boxes and heavy furniture to a non-air conditioned second level. This was very frustrating and took 3 hours to load the unit where it should have been up to an 1 hour with the reserved unit that was on the first floor.
Isaac A | First ImpressionsShanna is an exceptional customer service person. She handled my issue of a late fee without my asking her to. I was apologizing for not reporting that the unit was empty and that I cost them the ability to rent it sooner. I fully had accepted that I owed them the fee. I’m a senior citizen with knee & back issues. She remembered that I had come in earlier with daughter to return the truck & noticed that was having difficulty walking. The truck return had complications that were resolved and once again Shanna was part of that process along with manager, James Dexter. Thank you!
TONI M | Overall ExperienceTheir only one thing the Los Angeles u haul has a elevator I wish the Pasadena u hauls had a elevator
Arthur J | First Impressionsgreat service,
MIN S | Overall ExperienceYou should inform renters right off the bat that there will be regular increases on the monthly rental fee. This is one of the reasons we left. You should also consider expanding the parking lot. It's too small for a company that offers a lot of services. I witnessed a confrontation between a customer and one of the staff yesterday precisely about this issue. It becomes too hot in the storage facility at times. Consider turning down the thermostat during warm/hot days
Noel R | Overall ExperienceThe bathroom door seemed to be locked always, probably COVID related. Other then that, good thanks!
Ryan D | Overall ExperienceYour employee that waited on me was very professional ,polite and kind !
Marcia J | First ImpressionsVery helpful and made everything so easy for me during my moving process. I really appreciate all your help and all yours employees were really nice and helpful.
Cynthia L | Overall ExperienceGreat help and assistance when I needed it and even when I just came on to the lot. Great crew there! Thank you all!
Barbra W | Overall ExperienceI asked for receipt to be email and it has not, and your system was "down" and had to wait 30 minutes to pay for 8 months of storage. Would like rent not continue to raised I have been here since 2013, 6 years is the cut off of storage rent increase if not may find another, and there was a White male worker, no name tag, being very annoying and female Black was also annoyed by him she said something about gas he was working on, he also said "your storage went up another 5 bucks". when general manager came out that guy was gone from office. I would expect UHAUL not to have such employees, mouthing off so much he did nothing just sit around cashier. Not what I want to see, will avoid going in to office.
LUIS M | First ImpressionsIt happens to be one of the best places I ever move my junk into
YASHICA A | First ImpressionsGM and his team always working hard to help customers.
Autotray . | Overall ExperienceSTAFF WAS ACCOMMODATING, ESPECIALLY AS i HAD VEHICLE DIFFICULTIES DURING THE DROP-OFF PROCESS. EVERYONE WAS PATIENT AND AS HELPFUL AS POSSIBLE
Keith W | First ImpressionsSpace was on second floor without any elevator access. Space had no lighting. Parking is poor, almost no parking adjacent to storage area entrance. For these reasons I cannot recommend this facility.
Trevor B | Overall ExperienceVery helpful staff Clean facility Security appeared good
Cooper C | Overall ExperienceNone
Valerie T | Overall ExperienceWonderful experience with the staff. The wait time in line is a bit long; another person would make the experience even better. There should also be more parking next to the storage units.
Ezekiel M | Overall ExperienceThe staff was extremely friendly and helpful with everything I needed. Will use this place for all my future storage needs.
Ezekiel M | First ImpressionsVery helpful and friendly
Cooper C | First ImpressionsEveryone on staff was friendly and helpful from my first dealing with them on July 8th until my last day on Oct 7th. I have recommended them highly to everyone and will continue to do so. Bravo!
WENDY R | Overall ExperienceStaff was informative and helpful.
Juan U | First ImpressionsVery friendly and helpful staff- specifically Jim & Shawna. Will reccomend that location to others
matthew j | Overall ExperienceWas thrilled that we qualified for one month of storage for free. Was not so thrilled when we found out the storage facility has no freight elevator and we were on the second floor. I mean, seriously?
Richard L | First ImpressionsYou folks were really helpful.
Chris h | Overall ExperienceFacility was clean, access was easy.
Ashley D | Overall ExperienceThe manager is extremely rude and does not recognize service animals. All of the other employees are delightful though. But the manager is extremely unpleasant.
Ira A | Overall ExperienceThe lot is small so it was a little awkward to negotiate.
William T | Overall ExperienceThe staff at this location were quick and thorough as well as friendly. Most locations I have done business at in the past are bare in comparison to pasadena.
Damien M | Overall ExperienceSuper cool guys here. I really appreciate the help and service. I would use this again any time I need moving help.
Larry J | Overall ExperienceVery good experience overall.
Jessica R | Overall ExperienceN/a
Timothy W | Overall ExperienceI will not use them again. They don't work with you if problems arise it's all about money with them example I had a tote and a few boxes, all empty, that I wanted to throw away they charge $20.
Victoria W | Overall ExperienceAlyssa helped drop off my UBox. She was very communicative and on time. Excellent service.
Annabel S | Overall ExperienceCustomer service is embarrassingly bad. There were couple of hidden charges on my credit card that were not explained or mentioned when I made the order. Would not recommend U-Haul to anyone.
Jonathan Q | Overall ExperienceOk
john e | ReservationI really don’t have any complaints. I did not have information on prices to determine if it was competitive. I also do not know whether having to be out of the premises by 5 on a Sunday was reasonable
Agnes A | Overall ExperienceNeed an elevator
Todd L | Overall ExperienceWe moved out on June 30, but they charged us for an extra month (July) because we were on autopay, and they refused to prorate our rent for July. We were not happy with this decision!
MARY R | Overall Experiencevery helpful in storage and trailer renting advice.
Nels J | Overall ExperienceService is great but the storage unit itself was very dingy and gross. There was a dead rat in the entrance when I opened the door to my storage.
Teresa M | Overall ExperienceJim was outstanding in his dedication to providing excellent service. I had to delay the unload several times and had many questions about the process, and Jom was consistently helpful.
Maryann H | Overall Experience