Customer Reviews for U-Haul Moving & Storage of Pasadena

Rating:

5.0

The crew functioned like a well-oiled machine. Five stars!

Rating:

4.0

The process to return a truck after hours is garbage. I shouldn't have to take 5 photos and make my phone locatable just to return a truck.

Rating:

5.0

Rented from U-Haul many times, Always a pleasure, but the staff at this location seems to have that extra edge, efficient common knowledgeable, friendly, Standout team member is Kim. (Wish I thought to get her last name), At the end of the day, when I was dog tired, she got me processed, out the door, and on my way in record time, and I just can't thank her enough for understanding that, after a long day of moving, a person just wants to get things tied up in a nice neat little bow, and be on their way. Exemplary service, Thanks for making the move as painless as it could be. -John Chase

Rating:

5.0

The truck drove well, and I was able to complete my work. The problem was on the return. The windshield was cracked, under the whipper blade that wasn't visible until the sun shined on it. I brought it to their attention. I didn't want to be charged for something didn't do, but that's exactly what happened. I asked to speak with the Manager, I was told he left and he wouldn't return until Monday. I was given his business card and was told to contact him. I called the cell number listed on the card, no answer but I left him a message with my contact information. I still haven't heard form the Manager. On this day they attempted to double charge my card, but my bank took care of that. I'm a long time U-Haul customer, but I'm really not happy with this location.

Rating:

3.0

This location offers no parking for customers with day rentals. The inside staff was not very interested in tending to customers who seemed more of an inconvenience. The lot staff were cheerful, respectful and friendly. When I arrived there was a number of day workers offering services persistently upon arrival, stopping vehicles before entering.

Rating:

1.0

I rented a truck for 4 hours. Upon my rental I mentioned I have had issues with billing in the past. Which the associate said she was sorry to hear that. I rented the truck at 2:10 pm and returned it at 5:20 pm. I have the keys to the check in person and he said I was free to go. Upon leaving I was informed I would receive a receipt which I did for 76.65. I had that pending in my checking account, then the next day I had another charge for $79.28. I assumed it was a few dollars and upon closer examination I had been charged for three days and a total of $155.88. I am beyond disappointed and when I stopped in the guy who helped me said he could only reverse back $60.00. I told him o only had it for four hours and got insurance and put 42 miles on the truck. Which he did not listen to my concerns that I was being overcharged. And still being overcharged. This is absolutely unacceptable and poorly run operation. This is the fourth time something like this has happened. I will no longer be using uhaul under any circumstance and will be pulling my business account from further use. No one at that location seems like they are on the same page and don't care about their customers. I was flat out mislead and overcharged and in the meantime I am dealing with filing a dispute through my bank for their mistake. Which they did nit want to admit their mistake. In the end he supposedly said he would credit my account $60.00 and then another $32.00 for what I don't know. I have yet to see it post to my account. For my inconvenience and being treated so badly the least hey could do, is give me a full refund credit for a service rental that ended up costing me three times what I was quoted. My receipt shows what I would be charged $76.65. I even filled the gas tank more than I got it. I hope the Asaociate will follow through with the reversal of my overcharge. Poor service all around.

Rating:

1.0

I drove in before 7am and parked in the customer lot and a large screw and metal part from a trailer punctured my tire. both employees I talked to seemed to not care at all and the lady in the counter was quite rude. I have rented trucks from this location many times over the past ten years but will never return to uhaul again.

Rating:

1.0

A strange caucasian man in a navy polo shirt and jeans with brown hair that worked at the location on 4/16/2021, followed my friend and I from my car to the our pickup truck. He approached us at our window which was unnecessary because I had finished checking everything in, he had reached for the door handle till I started screaming and then he walked away. He was later talking to some men in the parking lot and waved us off when we drove away. My friend and I felt very unsafe and we tried to call the Uhaul location multiple times and no one answered the phone. I will never be coming back here.

Rating:

4.0

My review would have been five stars except...I tried to use the app with no contact. Your app sucks! I had to take a picture of the back of my driver's license eight times before they would finally approve it. I have a brand new phone with an excellent camera so I know it's not my camera. It took me longer to check in on the app so I just went inside. And then the items that I ordered with the app like blankets and a furniture dolly were never placed in the truck. I know that might be the staff at the facility but I will never use the app again anyway. The staff there is very courteous and helpful so I'd rather just use live people that can actually help me.

Rating:

5.0

Staff is excellent Great service

Rating:

2.0

Customer Service sucks

Rating:

2.0

The employees at this location need to be kinder to their customers. They were not helpful at all when I had an issue with the sliding door opening, they also wanted me to leave the area while I figured it out. I understand we are in an overall stressful time so it is what it is, but just felt I needed to say it in the review. Also the hotline is horrible, I was on hold so long that I fixed my own problem myself and was still on hold. Thanks u-haul, not-so-great first time experience.

Rating:

5.0

Thank You

Rating:

1.0

I had a horrible experience with the Mobile check in. After returning my truck rental I have to dispute the amount of miles I drove during my rental. While checking in my car I enter the starting mileage and took a photo of the mileage. After dropping off my car, I was notified via email that the starting mileage was wrong and now I have to dispute that.

Rating:

2.0

I had the truck for under one hour and drove down the street and back, couldn't have been more than 4 miles... I was unable to check the mileage when I picked the truck up as the display showed “ changed engine oil soon” I was billed for 14miles upon return.

Rating:

3.0

Truck windshield had not been cleaned of bugs and dust.

Rating:

4.0

The line was very slow, the new app does help make things a bit easier

Rating:

5.0

The guys that work in the yard were great! Hooked up and disconnected my trailer in no time. Thanks, guys!

Rating:

1.0

Been on hold for 15 min to check why they charged me 10 gallons of fuel for 53 miles. Basically telling me for every mile driven i used 1 gallon.

Rating:

5.0

The 2 girls at the front counter were just great, one processed my order quickly and the other jumped up to retrieve the dolly, I was in and out in less than 10 minutes, I returned it later to the lot and used the uhaul.com/share site and was all done. Amazingly low price. Wonderful!!

Rating:

5.0

I love this location. the staff always make me feel welcome, and are very helpful. Thank you

Rating:

5.0

Wonderful customer service!

Rating:

2.0

This was a sorta scary experience. First off, my checkin was messed up because my phone did not automatically take a photo using the app I was texted. The General Manager insisted that the app should automatically open to take a photo, but it never did after several attempts. Finally the GM tried to check me in on his own by photographing my drivers license and completed that process himself. Unfortunately, once I had my truck, when I turned on the ignition, it sounded like it was going to explode. I had to immediately get off the truck because the attendant outside said I was gonna be switched to another truck. I was very scared at this point because it really sounded like I would explode in the truck if I didn't get out ASAP. Apparently, the catalytic converter had been stolen from the truck that was rented to me along with several other trucks on the premises. Fortunately, me and my friend were able to escape the truck and got into one that was fine. At this point forward, everything was cool. Just thought you should know about my frightening experience.

Rating:

5.0

Everything was absolutely phenomenal! Thank you for making our move such a seamless success!

Rating:

3.0

When I went to do the self drop off, the guy that was in the inspection area was very rude and dismissive yelling at me for following the instructions that were on the app. I don't appreciate being talked down to/ yelled at by anyone! This needs to be addressed.

Rating:

4.0

Masks were not in use upon arrival.

Rating:

5.0

I initially tried to reserve for an alternate location at 234 Allen Ave, Pasadena, CA, but my reservation was cancelled without me being notified. I showed up for my appointment, and I was told there was nothing available for me. Fortunately, U-Haul was able to reroute me to this main location on Raymond Ave and immediately set me up. I was very appreciative of how efficiently that happened. While I was dissatisfied with the unacknowledged cancellation, I am very satisfied with everything that U-Haul did to work with me from there.

Rating:

2.0

Please provide parking space for customers!

Rating:

5.0

Very good!!

Rating:

5.0

I needed a dolly they said it would be in the truck it wasn't. Had to move without one

Rating:

5.0

I can't think on anything you have to improve. Personal are always very knowledgeable, friendly and perfectly organized.

Rating:

2.0

I have already called J. Decker with lack of Customer Service in this location.

Rating:

5.0

It was easy to rent truck & return

Rating:

5.0

The staff was great! They were very knowledgeable and helpful. They made our experience a very pleasurable one, and we will continue to do business at this location. Thank you so much.

Rating:

5.0

Yes, you do what you do Best.. Better than the Rest.

Rating:

5.0

I have never rented a u-haul before, and the experience was simple, easy, and super convenient! Will definitely be using u-haul again.

Rating:

3.0

I could not adjust the seat; it was stuck. The staff could have been friendlier and more helpful in getting it adjusted. I think the seat needs to be better maintained!

Rating:

5.0

I speaking from my experience, I can't think of anything considering the cv19, I had a great experience.

Rating:

5.0

everyone was fast and friendly. It was clean and everyone was working to keep the place clean. Thank You.

Rating:

3.0

The employee at the counter that was helping one customer seem to be agitated and not that friendly towards that customer. One customer rented a truck a day or so ago, then, and was late returning it when the new customer already had made a reservation. The line was out the door and the employees were not competent in handling the customers needs. This U Haul needs more employees over the counter.

Rating:

5.0

Everything was great

Rating:

4.0

They called the day before my reservation to let me know I could have the truck at 9:00 AM rather than the scheduled 2:30 PM. This allowed me to save a day in the move.

Rating:

1.0

Upon drop off I was told to leave the keys in the truck and that was all. The next day I got a call from the uhaul location accusing me of not returning the truck and that they could not locate it.

Rating:

1.0

Need some professional staff. There has never been any other rental place I gone to and gotten treated so poorly. I deftly would never go to that location.

Rating:

3.0

The process to receive the truck lacked information. I was to be credited $18 because the person before me returned the truck with less than a quarter of a tank of gas - I was told I would receive this credit when I returned the truck - this did not happen since they are not a Uhaul dealer. I asked the person to initial the paperwork to verify the information for me and they would not stating it was in the “system” and they will see it.

Rating:

5.0

The staff and outside personnel at the Pasadena location on Raymond Ave couldn't only get a personal best of A plus plus, outstanding customer service! A pleasure to be so pleased with all aspects of my Rental!!

Rating:

3.0

I looked into renting a utility trailer on-line to haul away some tree branches. I reviewed the on-line pricing and decided to go in to the Pasadena Ca location to pick one up. When I arrived to get the trailer I needed there was a price increase because the trailer I wanted (without a loading ramp) was not available, all the trailers had loading ramps on them and they are more money to rent. If trailers without loading ramps are not available you should not list them on your website. It's false advertisement...

Rating:

1.0

Overcharged, QR code and link don't work for after hours drop off, manager never answers phone or returns calls, worst staff and management ever!

Rating:

3.0

Your employees need more training and customer service skills

Rating:

1.0

The employees who work the counter are so so so so so rude. We waited 20 minutes alone and employees said they would come but didn't. One woman told someone else to come help us and he openly complained about having to help us. They blocked our uhaul in and we paid a whole 30 minutes that they wouldn't let us leave the parking lot. I will actively tell people not to visit this location.

Rating:

5.0

Everything was great

Rating:

5.0

The front desk assistant was wonderful!

Rating:

5.0

The costumer service was great 😀thank you

Rating:

1.0

I would never refer anyone to go to this place, there incredibly unprofessional and very rude. There is a guy name Carlton there and he is a bully yelling at everyone about parking , he told me if I don't get it I can park on the street? Who says that, then when I went inside he was in there with supposable an owner? When I asked her is she said she owns a percentage of it? But I heard in the office with Carlton cussing and complaining about how people don't know how to park. If she is an owner I would get rid of her, you can tell she does not know how to be an owner. It was like your bothering them just by renting a trailer or truck. Once again don't go there!!!!!

Rating:

5.0

The whole process was very quick and easy. From creating the reservation on the phone, picking the vehicle up, and taking it back. Great experience!

Rating:

4.0

Explain to the customer that the u box is NOT a similar size to the 6x12 trailer they originally reserved. Also being clear w the customer that the place they requested to have their box shipped is NOT in fact the place they will receive the box...! Everything else was fine

Rating:

5.0

Your employee that waited on me was very professional ,polite and kind !

Rating:

5.0

Very 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.

Rating:

5.0

Great help and assistance when I needed it and even when I just came on to the lot. Great crew there! Thank you all!

Rating:

3.0

I 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.

Rating:

5.0

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

Rating:

5.0

GM and his team always working hard to help customers.

Rating:

5.0

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

Rating:

2.0

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.

Rating:

5.0

Very helpful staff Clean facility Security appeared good

Rating:

5.0

None

Rating:

4.0

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.

Rating:

5.0

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

Rating:

5.0

Very helpful and friendly

Rating:

5.0

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!

Rating:

4.0

Staff was informative and helpful.

Rating:

5.0

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

Rating:

3.0

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?

Rating:

5.0

You folks were really helpful.

Rating:

3.0

Facility was clean, access was easy.

Rating:

2.0

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.

Rating:

5.0

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

Rating:

4.0

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.

Rating:

5.0

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

Rating:

5.0

Very good experience overall.

Rating:

5.0

N/a

Rating:

2.0

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.

Rating:

5.0

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

Rating:

1.0

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.

Rating:

4.0

Ok

Rating:

3.0

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

Rating:

5.0

Need an elevator

Rating:

4.0

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!

Rating:

5.0

very helpful in storage and trailer renting advice.

Rating:

2.0

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.