Customer Reviews for U-Haul Moving & Storage of Pasadena

It's clear uhaul is trying to hire as few people as absolutely possible, so they drive people to use their online reservation system, which is what I tried doing initially. But after picking out the truck I needed at the location and time I wanted, I noticed that in the last confirmation page before finalizing the order that the pickup time changed to later in the afternoon. So I then had to go back and try to correct that, except at that point, all the am pickup times were no longer given as options. So this forced me to have to call. Calling on the phone is a joke because it literally takes 1/2 an hour to speak to a live person. But I finally was able to make the reservation as I'd initially setup online. I received the reservation number and scanned my DL in advance expecting that this would streamline the pickup process. I arrived 15 minutes before my scheduled 7:30am pickup time only to have to wait 1/2 an hour to get the truck since there's only one guy at the counter. This is really annoying when one is on a tight timeframe as I was. And that's been my experience with uhaul that regardless of what time one calls or shows up in person, there's always a long wait. And the online system is never one you can rely on either.

Thank you Carlton,Deon,and Shawna For Your Excellent Customer Service.Words can't Express My Gratitude for your professionalism.

I was charged an extra day for a rental. The rental contract had incorrect contact information for me and an incorrect date of pickup and return that differed from my original contract. I can never get anyone from this location on the phone. Completely frustrating and a huge waste of my time dealing with UHaul. Calls always get forwarded to a call center and then any requests get forwarded to the location, but never confirmed. I have to call multiple times and waste my time dealing with call center reps. The payment dispute process online doesn't work and keeps giving an error message. I was on hold for nearly an hour on the phone just to speak to someone about a payment dispute.

Thank you to all staff members

I did not like the fact that Moverhelp was not as good as I had expected which caused many problems. In my opinion UHaul should require that all movers are INSURED, HAVE EQUIPMENT to handle moving large items. We as the clients are hiring movers just for that type of service and should not be held responsible to have equipment for them, it doesn't make sense. I will hire professional movers from now on. UHAUL WAKE UP AND BE ACCOUNTABLE! DISAPPOINTED!!!

Awesome customer service! I believe her name was Shana she's great. This facility makes renting easy. They are all doing a great job..

The truck was in poor repair. The steering was very loose. There was dirt on the inside of the windshield that had to be cleaned before the truck could be safely operated. The moving blankets that I ordered were not given to me but I was charged for them anyway. Overall, this experience reminds me of the old UHaul service, when I avoided the company like the plague that is was. After the DOT crackdown, service and repair improved vastly. However, this experience is way below par. I am unlikely to use this uhaul location again, and if the quality and service does not improve it will be difficult to justify doing further business with this company.

Worked out very well . Nice People.

Check in and check out was very easy! The only improvement would be to add a little extra signage directing returning drivers to the check-in area. I did find it pretty quickly, but a little signage closer to the driveway would be helpful. Overall a very good experience!!

The trucks were poorly maintained and they charge you cleaning fee once you leave since they dont issue you a receipt when you return vehicle, be sure to wait for your receipt so they dont add cost for something you cant verify after you leave ...

Process was smooth as silk. Big thanks to the staff there!!!

The staff was very very helpful. We had a taillight issue; after some investigation, it was determined that it was the fuse for my hitch plug. The good folks at the Pasadena U Haul replaced the fuse. I usually don't fill out these surveys, but the service was excellent.

Had to wait over 30 minutes to get lockbox code. Want compensation

The gal who checked me in was extremely friendly, knowledgeable and helped put me at ease during a stressful move. And then when returning the vehicle a young fellow named London assisted me and he was also very friendly and made everything at ease. I really appreciate everyone! I was stressed going into this move and from start to finish everyone made a huge positive difference! Thank you!

Have a separate line for people who made a reservation to streamline the pick up process.

The line to get service. I waited for 1/2 hr when someone told me to go park instead of waiting at the green canopy to get my equipment. I patiently waited and no one helped me. I drove again to the green canopy because no one else was in line and told them I'm here to get my equipment. I then got help. Why did that person tell me to park and not follow up with me to tell me to get back into line to get help. Also someone was washing their own personal car when i arrived.

The staff is ok, the vehicle was dirty in and out, the return receiving team horrible, the web site doesn't even allowed more pictures, I'll never use uhaul again

I love the staff there.

DO NOT LEAVE WITHOUT HAVING THEM INSPECT AND SEND COPY OF RECEIPT THEY WILL ADD ON CHARGES THAT YOU WONT BE THERE TO DISPUTE!!!!!!

The front desk lady and the gentleman that checked me in were outstanding Lee nice and are a wonderful first to the establishment You need a little better area though far parking for customers because you can literally land several helicopters in the space you have there but they force us all to park on the street Otherwise very smooth

Nothing I could think of! I got in and out real quick! Looking forward to my next move

Location was easy to locate, and drop off was easy.

Keep up the great work!

Good selection of trucks. HOWEVER, the person who helped me at the desk was not properly masked. I feel that I was nickel and dimed the entire way. Lured in with $20 rate. Final invoice was $70 for only mileage and fuel. To be clear, this is for 22 miles.

This is my second or third time here within the last month. Really enjoy the helpful staff there. Really great team.

Make the workers go through training to learn how to not focus on their phones and their personal agenda. I had a terrible experience and will never return to the S Raymond Ave location

This location takes too long to complete a transaction. I would highly recommend a better system of working with customers.

Great customer service as always, stuff very helpful

Everything worked ok BUT only one employee was on site for the check in, so at 8 am a line formed with antsy renters.

The lady who rented me the truck was excellent at her job and she had a great personality and she made each customer feel very special.. U-Haul is lucky to have such a great person working for them.

Do not hide charges, cleaner vehicle s, friendlier staff, not helpful, etc

Everyone was incredibly helpful, service was quick, everything was perfect.

I appreciate the touchless service. The service agent could have been a bit friendlier.

Rental went from $40 to $80. Very expensive cleaning fee. Does caked on mud from the Eagle Rock dump really cost $40 to clean? Is water THAT expensive, and normal power wash not included? Where is the cleaning fee going? Why is it arbitrary? See below for upcharge information.... No notice about cleaning before rental..... Order/Reservation Confirmation #:29670468Name:keizo ishikawa Print this page Back to your order Amount paid to date:$80.51 Rental Equipment Confirmation #:29670468View rental contract Pick up Monday, October 19, 2020 at 7:07 AM U-Haul Moving & Storage of Pasadena 552 S Raymond Av Pasadena, CA 91105 (626) 795-6888 (S Raymond @ California) 10 hours of use requested, subject to availability. Drop off Same as pick up location. Item Total 6' x 12' Cargo Trailer $24.95 SafeTow® $8.00 SafeTrip® $5.00

We were running behind from having friends not show up to help up move - we contacted the woman on the phone and she said no problem and that the next guest was waiting for our arrival. Upon arrival we got charged for 2 truck rentals because we were late although the conversation we had went otherwise! Quite upsetting. Understandable but stick you one plan. Don't be nice and say everything is fine then double charge us.

They first tried putting me in a truck that had significant damage to the drivers side, undocumented on the website during checkout. I'm not taking that risk at return On top of that, the vehicle had maybe 1/8 th tank of gas. Not only does that not get me where I'm going, their agreement says I have to return the truck with at least 1/4 tank... Wtf??? You guys suck. I insisted on another vehicle, and that went well, but still ..

I had to rent a truck to pick up a bicycle at 5. I planned on being able to return the bike after hours at no cost. I was told that there was a $20 late fee. I read online the late fee was if I left the truck the day AFTER

the had no gas in it when I pick it up

The scan and go check-in system wasn't working, it took about 25 minutes for me to get my equipment. The staff was pleasant, but it was frustrating to take that long.

In and out, smooth operation

Ensure rental vehicle is fully maintained. Mine had oil change light on upon pickup as well as low tire pressure light. I had my mechanic fill tires. Light came back on during my trip back down from Big Bear. I had to fill tire again to get home. Turns out there was a nail in tire that was there when I picked up the van. That was all a bad experience and affected mileage of course. I also think tank should be full on pick up and should be returned full. The service client at location DID discount my final bill due to the tire issue. He provided excellent service. :)

It happens to be one of the best places I ever move my junk into

The person at the front counter was very very rude! I ordered everything online so I could save time but he was giving me attitude and jus wanted to argue but I did it all online to avoid this. When I first walked it no one was inside the store for about 5 min.

ok. busy.

Your "self check in" feature is not a self check in feature. It's just an app that puts more of the responsibility onto the customer to fill out forms and take pictures. Unless I can actually check in without having to wait in a line, your "Truck Share" feature is not yet as advertised. Also, your people charged me for a lost dolly that they never gave me and now I'm on the phone wasting more of my time trying to fix their mistake. Would not recommend again.

Customer service guy at the desk was especially friendly.

There's nothing more to be done to me

It's important to have adequate tools to move ..in the process UHAUL staff made it easier, not only did they have provide a great truck abut they also provided exceptional customer services. Are family are extremely grateful.

Unclean vehicles. Horrible customer service. Never explained to us the refueling rules, and also never refunded us money for less miles driven. Asst manager is rude and not helpful. Told us we did not have to do anything extra before returning vehicles, and then proceeded to charge us a refueling fee. They did not even leave us enough gas to get to our initial location. Horrible service and unclean vehicles.

Horrible service. Did not explain to us about gas charge or mileage. Charged us an extra refueling fee after telling us we did not have to refuel vehicles and to just drop them off with the key on the seat. Asst. Manager was rude and impolite.

Did not receive return confirmation and final receipt, had to call and request it

Truck was old - a thousand dints and scratches which took and age to photograph and graph on your app. The Steering on the highway terrible ( massive amount of slack) and quite frankly dangerous as the truck wanders in the lane. Also the Rear brake light and rear turn signal not working. The location is a nice facility and the team friendly but they clearly need to improve the maintenance checks.

Great service, equipment at good prices

GM and his team always working hard to help customers.

STAFF WAS ACCOMMODATING, ESPECIALLY AS i HAD VEHICLE DIFFICULTIES DURING THE DROP-OFF PROCESS. EVERYONE WAS PATIENT AND AS HELPFUL AS POSSIBLE

Space 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.

Very helpful staff Clean facility Security appeared good

None

Wonderful 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.

The staff was extremely friendly and helpful with everything I needed. Will use this place for all my future storage needs.

Very helpful and friendly

Everyone 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!

Staff was informative and helpful.

Very friendly and helpful staff- specifically Jim & Shawna. Will reccomend that location to others

Was 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?

You folks were really helpful.

Facility was clean, access was easy.

The manager is extremely rude and does not recognize service animals. All of the other employees are delightful though. But the manager is extremely unpleasant.

The lot is small so it was a little awkward to negotiate.

The 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.

Super cool guys here. I really appreciate the help and service. I would use this again any time I need moving help.

Very good experience overall.

N/a

I 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.

Alyssa helped drop off my UBox. She was very communicative and on time. Excellent service.

Customer 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.

Ok

I 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

Need an elevator

We 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!

very helpful in storage and trailer renting advice.

Service 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.

Jim 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.