The customer service at this facility is top notch !Dominique G.
Customer Reviews for U-Haul Moving & Storage of Pasadena
Pasadena, CA 91105
(S Raymond @ California)
Services at this Location:
- Mon-Thur: 7 am - 7 pm
- Fri: 7 am - 8 pm
- Sat: 7 am - 7 pm
- Sun: 9 am - 5 pm
- Free towing inspection
- Propane pay at pump
- 24 hour customer return
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.
Fantastic EVERYTHINGâ€¦ people, product and price.William S.
Thank you, very friendly staffBob N.
I spent 1.5 hours trying to troubleshoot why I was unable to check in for my 24/7 pickup... I called the off-hours manager who basically said "That sucks, but I can't help. Good luck."Gabrielle M.
I won't be a U Haul customer again. There were additional charges not apparent when beginning the process, and total was much more than anticipated. Unhappy with final cost. In additions to the pricing, the location to load in was switched on me. I choose U Haul to load in at the rental site since my storage facility didn't allow a box to be dropped. I picked a U Haul site 2 blocks away - perfect. After contracting and about two weeks out, was notified that it was to be at another U Haul - this time 4 miles away. Why this wasn't made clear when I booked caused me problems - it should have been disclosed immediately. It's either deceptive or highly inefficient.. When checking into that Pasadena location, my specific instructions conveyed earlier by phone about the load in days seemed to be a surprise. The date they had was incorrect, and it was only one day. I corrected the days, Thursday to Sunday. The unpleasant surprise was that the box was taken on Saturday before noon sometime. I could not add my final items to the box, and never did get the chance to count those moving pads, or make adjustments to the load. I was so upset I didn't bother asking why it was taken a day early, just didn't want to waste time trying to track it down since it was gone. Clearly, this entire process is lacks clarity; I have received multiple messages and calls about billing, and the billings are all separate pieces. But the simple direction of when to load in was obviously ignored. The delivery and pickup from my home was smooth, and the drivers professional and friendly. They were the only good part of the whole experience. And finally, getting onto my account involved re-setting the password over and over... I just gave up on my account. Summary - expensive, somewhat deceptive in costing it out, inconvenient, complicated... never again, and can't recommend to anyone. Would definitely choose an alternative.Frank K.
The truck was in pretty bad shape. The breaks didn't work too well and the inside was old and broken downArica W.
Customer did not leave a comment.Rene S.
Customer did not leave a comment.Heather C.
I was given a u-haul with an empty tank. I was told they would give me a $42 credit to bring the truck back with a 1/4 tank. All good.Angela L.
In my over 10 years in the moving business and frequently renting Uhaul equipment at many locations, I've never met with such disrespectful and unprofessional staff. One employee wanted me to get out of my vehicle and fight him because he said I had an attitudeâ€¦ I will definitely avoid this location and suggest others do as well.Troy B.
Customer service was professional and helpful.Trinidad R. | Overall Experience
They have a good, fast and efficient serviceOmacZavalza G.
Customer did not leave a comment.Mike K.
it would be nice to have prorated charges. i was charged an extra whole day for being 4 hours late.stephen V.
Customer did not leave a comment.Kevin W.
Customer did not leave a comment.Jon N.
Customer did not leave a comment.FRANK J.
I was very dismayed that the cargo van I rented had not been checked for safety. As soon as I drove away, two warning signs illuminated: One said oil change required, which was not a huge deal. But the other said low tire pressure. It showed one of the 4 tires at about half of the normal PSI. I was able to drive it locally for under 30 miles without servicing the van, but I would not have been able to drive it on a freeway. This is a major safety issue and the lack of inspection before renting is inexcusable!KEVIN S.
Customer did not leave a comment.Jorge B.
Very disappointed with the representative Genny, very unprofessional, no greeting at all, checking her phone while helping me, yawning and a very unpleasant experience with the representative.Nestor C.
Avoid having the gigantic moving vans blocking the entranceBob N.
I 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 Experience
Customer did not leave a comment.Ronald J.
Customer did not leave a comment.Neal M.
Customer service in the office and on the lot was excellent.John G.
Customer did not leave a comment.Sevag B.
The Uhaul team of pasadena had excellent customer service. Thank you!ERROL T.
Be more clear about rental cost. You advertise 19.95 for 1 day but that is not accurate. I literally rented the truck for 5 hours and 12 miles. Cost 59.00. no way you can rent it for 20.00 I feel like that's just false advertising.Ronald H.
Customer did not leave a comment.Rohan P.
There was a worker there that was very rude. He had tattoos on his neck and was cleaning out trucks when I arrived. I was returning a truck and was in the process of taking pictures of the truck when he told me to leave the keys in the front. I wasn't even done taking half the pictures of the front seats and the back was locked so I needed the keys to show the cleanliness of the bed. I told him, â€œI need the keys to unlock the back,â€ to which he responded in a seemingly careless manner, â€œPut the keys in the front.â€ I was very confused, so I said, â€œBut I need them to unlock the back,â€ to which he responded, â€œI'll just unlock it,â€ and pulled out his own set of keys. It didn't make sense to me in any logical way and simply made the experience uninviting.Peter F.
Customer did not leave a comment.David S.
N/A. Everyone was kind and helpful. Thank you!Juan A.
Customer did not leave a comment.Michael L.
Customer did not leave a comment.Kwang su H.
The location should have parking on the BIG lot, Parking was difficult on the street.Silvia K.
Customer did not leave a comment.Leah J. | Overall Experience
Last minute changes from Uhaul made our moving experience a living hellRobert L.
Customer did not leave a comment.Ricardo L.
Customer did not leave a comment.Norman A.
The truck smell like cigarettes. The windows and the truck were very dirty. I couldn't see out the windows at all. As for customer service, I was just a number. They could have cared less if I was there or not. Not personable at all.Keith H.
Friendlier assistance in general. Seems like all the employees are sick and tired of customers. Incluiding phone call customer service. I tried to stay cool with the service but it was awful. They changed my reservation and charged me double of the first estimate. Thanks to this experience I will try to redirect my business somewhere else.Arturo S.
The worst experience ever renting. Lot attendants where not helpful in giving directions, very lax. Horrible phone experience with connecting to customer service.Monica G.
Customer did not leave a comment.Michael M.
We were left completely stranded by you guys. We had a flat and I was patched over to roadside assistance just to be told I'd need to wait 30-45 minutes while I sat in the middle of the city. Then after that 45 minutes was just left with a fucking voicemail telling me no one was there and that I could leave the answers to the following questions. No one ever called me again and we drove with a flat for the rest of the time even though it was fully known I had a flat. You guys are the fucking worst.Jacob H.
Keep it up the good workCatalino T.
Friendly helpful staff!David E.
Everyone at the store was fantastic. I dropped my wallet as I was returning the van and the gentleman at the front desk was kind enough to call me and alert me. I'm picking up to dropping off it was a first grade experience. Very happy I chose U-Haul and this location.Lawrence L.
Raymond street Pasadena is the best run Uhaul I have used.Mike C.
Customer did not leave a comment.jasmine C.
Too many hidden fees-they are all fine but there was no transparency before hand. Also, the app for uploading drivers license and checking back in the truck didn't work. I waited in line for ten minutes while two employees wandered around the store until one of them finally decided to help me. Not great customer service (and why did I make a reservation and fill out all the paperwork to wait in line and spend ten minutes being helped??)Doug H.
Customer did not leave a comment.anthony M.
A CDW charge of $10 was added back without my knowledge when I specifically declined it when making the online reservation. The agent incorrectly maintained he specifically asked me if I wanted it and I said yes, which is not true. The fuel reading on the truck was incorrect and I was charged incorrectly.DEEPAK R.
There are way too many steps before you leave with your rental. Taking all those pictures and submitting them is quite a hassle. There has got to be an easier way.Jack V.
Customer did not leave a comment.Max D.
There's no spot to mark for an inbetween status on the rented equipment. For example; the truck cab and box interior were clean, but all the windows were very dirty! I took the time to be sure that was more gas in it than when I picked it up and I washed the entire truck, including the windows before returning it. There should be a credit available for bringing it back the way I did...just saying. Thank you.JAMES M.
Worst experience! I Scheduled out 3 weeks ago. Show up to the location I booked and they tell me we don't rent trucks from this spot. I ask him to look up my reservation and he can't even do it. Call his Supervisor and she can't figure it out. I finally call the 1-877 number and the lady tells me my res is at a different location. All good - I'll drive over. OH!! They don't open until 10:30am for a 8am reservation- LOL!!! What a joke. Have to re-route our res and lose 1.5 hour for our GP (game plan) Pay for way more gas at the same time. Will never use U~HOSED again. Spent over $250- joke joke joke- but I'm not laughing- 😂😂😂Nichole V.
They were very niceCamea G.
staff at the desk was rude, i had mistakenly parked my car in a no parking sign, it was an honest mistake for which i apologised, but he was rude, alleged that i had moved the 'no parking' sign board as well, (which I had not), he refused to answer any of my questions regarding the u haul receipt until i moved my car. I do agree that I had done wrong, but after i apologised, the behaviour of the staff was very rude, kind of spoiled the whole experienceSiddharth P.
Customer did not leave a comment.Gary Y.
Customer did not leave a comment.Bryan K.
Easy to make a reservation. Free vehicle inspection. Helpful hookup. Fast return.John R.
Customer did not leave a comment.Anthony V.
Customer did not leave a comment.John M.
Excellent customer service. Friendly and courteous staff.Keith M.
I was very happy with my experience with my U-Haul experience!Catherine D.
Customer did not leave a comment.ELIZABETH S.
My issues in this rental was around the reservation process, and online customer service not the locations.Yvette J.
the truck is very old too old for rentalRoberto C.
Customer did not leave a comment.Snani K.
Great selection of packing products. A broader selection of trailer wiring harness products available for installation on site would be desirable.Allan W.
Customer did not leave a comment.Nicole S.
You double charged me! When will you fix this?Thomas Y.
Customer did not leave a comment.Jose H.
Customer did not leave a comment.Kevin M.
the staff is very friendly and helpfulKun W.
Reserved a truck but I was told on moving day that my truck wasn't there. I had to delay everything one hour to schedule a truck at a different location. It was extremely stressful.Jeesu K.
Customer did not leave a comment.Katherine A.
The truck was sandwiched between two other trucks and I had to beck the truck out. I thought part of this company's service was to have the truck ready to drive which would include putting it in a location that makes it easy to get in and drive away. The mirrors would have struck the other truck's mirrors had I not repeatedly backed then moved forward then backed to eventually clear the truck. I believe many people would have damaged the truck trying to get it our front between two there U-Haul trucks.Robert D.
Customer did not leave a comment.Carly P.
Customer did not leave a comment.Daniel L.
Customer did not leave a comment.kathryn L.
Personnel were very helpfulJoesph K.
Next time make sure that your phone charger plugged are working long days when you can't charger your phone because the lighter port won't workEric c H.
Your service is best. I rent Uhaul many times, you are perfect.Qiang Z.
Customer did not leave a comment.Stephen F.
Everyone is so efficient and pleasant to work with. Im in and out very quickly.Mike C.
I went in store to pick inform clerk I was not able to initiate pick up process on app because GPS indicated I was at wrong location. When I asked the clerk why the fee he charged was more $70 than the quote on the app, he stated there are taxes and fees but doesn't know why. Upon reviewing the receipt, it indicated he charged the $40+ insurance without permission. He denied doing so and stated he only charged for what was requested via the app. Also not the fault is the store, but they app was not able to process the order because of server delays.Raymond P.
The 24 hours return, option online is too complicatedSayra G.
Very unprofessional treatment while returning the car back, no one even checked one single thing on the truck, and now I am introduced with bunch of inaccurate charges on post drop off bill saying that the gas was not filled to the same amount when I picked up the truck, extra $10 coverage charge and other non making senses charges. I would never go back to this location ever!!Mher Leo B.
Excellent customer service!!! Thank you so much!Kathleen V.
It took us almost an HOUR to return our rental after hours. The app is glitchy, couldn't get past the part to upload photos, had to call customer service support TWICE. Fortunately they were very helpful.Wai T.
Customer did not leave a comment.Everett B.
Knowing what you have to offer I asked for a lift they made me go to a bigger model that's supposedly had a lift charge me a little more and I was disappointed to find no liftrudy N.
Customer did not leave a comment.KEVIN D.
Customer did not leave a comment.Hector R.
Quick and easy returnWoodworth C.
They originally gave us a broken U-box container which we then had to drive back and swap. Person who gave us the container was on a personal call the entire time and didn't inspect it even though the person had a hard time opening and closing the container.Roman C.
Customer did not leave a comment.Amanda M.
Customer did not leave a comment.Daryl M. | Overall Experience
The staff was very helpful, friendly, and knowledgeable. I was very happy with every step of my experience!Kara S.
Customer did not leave a comment.william P.
(#1) There was obscene graffiti on the side of the truck. (#2) On the last day of the rental, the truck repeatedly sped up when I tried to slow it down; I had to to put the truck into Park or Neutral to avoid rear ending cars in front of me; I let the staff know about this (they didn't appear to take it seriously).Jonathan S.
Customer did not leave a comment.Marisa H.
Customer did not leave a comment.Amy R.
Customer did not leave a comment.RONALD B. | Overall Experience
Customer did not leave a comment.Kashay S. | First Impressions
Customer did not leave a comment.Jacob M. | Overall Experience
Exceptional 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 Impressions
The 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 Experience
Customer did not leave a comment.Karen D. | Overall Experience
Customer did not leave a comment.Jacob M. | Overall Experience
Customer did not leave a comment.JUDIE J. | First Impressions
Customer did not leave a comment.Emily B. | First Impressions
Customer did not leave a comment.alex s. | First Impressions
Although 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 Impressions
Shanna 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 Experience
Their only one thing the Los Angeles u haul has a elevator I wish the Pasadena u hauls had a elevatorArthur J. | First Impressions
great service,MIN S. | Overall Experience
You 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 daysNoel R. | Overall Experience
Customer did not leave a comment.Paige D. | Overall Experience
The bathroom door seemed to be locked always, probably COVID related. Other then that, good thanks!Ryan D. | Overall Experience
Customer did not leave a comment.Teresa T. | Overall Experience
Customer did not leave a comment.Serjik M. | Overall Experience
Your employee that waited on me was very professional ,polite and kind !Marcia J. | First Impressions
Customer did not leave a comment.Christian B. | First Impressions
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.Cynthia L. | Overall Experience
Great 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 Experience
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.LUIS M. | First Impressions
It happens to be one of the best places I ever move my junk intoYASHICA A. | First Impressions
Customer did not leave a comment.Phaedra H. | Overall Experience
GM and his team always working hard to help customers.Autotray .. | Overall Experience
STAFF WAS ACCOMMODATING, ESPECIALLY AS i HAD VEHICLE DIFFICULTIES DURING THE DROP-OFF PROCESS. EVERYONE WAS PATIENT AND AS HELPFUL AS POSSIBLEKeith W. | First Impressions
Customer did not leave a comment.Sonya T. | Overall Experience
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.Trevor B. | Overall Experience
Very helpful staff Clean facility Security appeared goodCooper C. | Overall Experience
NoneValerie T. | Overall Experience
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.Ezekiel M. | Overall Experience
The staff was extremely friendly and helpful with everything I needed. Will use this place for all my future storage needs.Ezekiel M. | First Impressions
Very helpful and friendlyCooper C. | First Impressions
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!WENDY R. | Overall Experience
Staff was informative and helpful.Juan U. | First Impressions
Very friendly and helpful staff- specifically Jim & Shawna. Will reccomend that location to othersmatthew j. | Overall Experience
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?Richard L. | First Impressions
You folks were really helpful.Chris h. | Overall Experience
Facility was clean, access was easy.Ashley D. | Overall Experience
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.Ira A. | Overall Experience
The lot is small so it was a little awkward to negotiate.William T. | Overall Experience
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.Damien M. | Overall Experience
Super cool guys here. I really appreciate the help and service. I would use this again any time I need moving help.Larry J. | Overall Experience
Very good experience overall.Jessica R. | Overall Experience
N/aTimothy W. | Overall Experience
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.Victoria W. | Overall Experience
Alyssa helped drop off my UBox. She was very communicative and on time. Excellent service.Annabel S. | Overall Experience
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.Jonathan Q. | Overall Experience
Okjohn e. | Reservation
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 reasonableAgnes A. | Overall Experience
Need an elevatorTodd L. | Overall Experience
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!MARY R. | Overall Experience
very helpful in storage and trailer renting advice.Nels J. | Overall Experience
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.Teresa M. | Overall Experience
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.Maryann H. | Overall Experience
Additional Services at this Location
We have the largest selection of new trucks!
Our cargo and utility trailers start at $14.95!
We have the most coverage in North America!
We ship across town or accross the world!
We sell hundreds of products to make moving easier!
U-Haul is North America's #1 hitch installer!
Propane service delivered straight to your door!
We have the largest selection in the industry!