Customer Reviews for U-Haul Moving & Storage of Pasadena

Rating:

4.0

The general manager, however, was not helpful in finding a van that would fit my needs. His two employees, one of which was Shawna, came through for me and found a 20' van i could drive from Pasadena, CA to Midland, TX. I had reserved a 15' van but none were available anywhere in the LA area on the day of my reservation, June 26. Lorenzo in your Santa Clarita, CA help line was very gracious and helpful in offering 15' pricing for a 20' van. His associate in the same office today promptly helped me obtain the $906 credit. The van and the trailer were in excellent shape you the staff in Pasadena were helpful. I give the equipment and Lorenzo and his female colleague on the help line in Santa Clarita, CA, 5 stars! Thank you!

Rating:

1.0

Disorganized, when I finally got keys to the cargo van, I was told it was blocked in by another cargo van. I had to wait an additional 20 minutes for someone to get freed up to get the keys and unblock my van. After no one came, my father went and was given the keys to the outer van. Could have saved us a lot of time to have just given us the more conveniently placed van in the first place. When we caught traffic and asked to return the van after hours, we were told that “this location doesn’t do that” even though it’s in the contract we signed that after hours drop offs are allowed. We were forced to drive from Anaheim to Pasadena at 6am the next morning after the move was done to return the keys to the correct location. Would not recommend.

Rating:

5.0

Trailer just came back (relief) it worked great

Rating:

3.0

It was all fine and easy but they overcharged me for gas. I put gas in the truck and then said I didn't put in enough - I did. Annoying but not enough to make a big deal.

Rating:

1.0

There is a woman who works there yelled at me on two separate occasions. She is vicious and seems to take pleasure in screaming and intimidating customers. Both times I was there she yelled at me. Angry women like her should not be working with public. She was scary and i don’t think i will ever come to this location again.

Rating:

5.0

The staff were super help full and friendly

Rating:

5.0

Nice guy at drop off!

Rating:

4.0

The woman that helped me rent the van was very nice. The man when I returned it was very nice too.

Rating:

5.0

Hreat experience

Rating:

1.0

Informe the costumer about everything and not to over charge them

Rating:

1.0

The guy at the desk was rude and gave wrong location and told me I couldn't drop off my truck same day i was so upset then he also canceled my reservation I hope you know when I came in and know this employee

Rating:

5.0

Great service

Rating:

5.0

Everything was perfect from pick up to drop off

Rating:

3.0

The cargo van i reserved wasn’t there so I end up different truck. That I didn’t want

Rating:

5.0

Went above and beyond

Rating:

5.0

I would like to compliment the lady at the front desk. She was very kind, professional, and efficient. She helped me quickly and made the whole process easy and pleasant. U-Haul should have more employees like her, and others should follow her example. Thank you for providing such excellent customer service.

Rating:

5.0

The lady who did the intake was the best. She was very friendly and i really appreciated it.

Rating:

5.0

Some staff members at this specific location, not all, need training on how to be friendly to customers both in body language and what they say or don’t say. Won’t keep me from coming back, I have for years now, but it would make it more enjoyable.

Rating:

5.0

nothing really, service staff was very good, location was easy to get to, good parking

Rating:

1.0

I understand that companies don’t want to pay any extra employees but to do the job for the company and pay for environmental charges plus do the inspection report and walkthrough for the company all that sucks

Rating:

5.0

I was given an estimate of $122.46, based on my estimate of a 70 mile trip. The trip was exactly 70 miles, but I was charged $182.41., which included a $54.25 fuel charge. I thought fuel was included in the $1.09 per mile rate, so I was unpleasantly surprised at the amount of the bill. I don't think I will be using U-Haul again.

Rating:

5.0

You guys are the best! Great value for the buck! Thank you. Everything today was fine, but truck had some minor annoying problems... I shared them with manager on site. Tire sensor on Radio kept cutting out Could not see odometer reading

Rating:

1.0

They are scammers. I was paid by cash the worker told me that have to pay $30 extra for deposit, when I return the U-Haul will refund $30 to me, but they did not , says that’s the Store credit! What a scam!! I never wanted the store credit. Please refund $30 to me!

Rating:

5.0

There are many layers to the support U-Haul during a time of change, an event or just a simple reset. The importance of good– efficient customer service these days is extremely rare. Shauna at the South Pasadena location surpassed our expectations as customers. She went above and beyond sharing detailed information and recommendations for our rental. We hope this message reaches her, and her boss! Thank you Shauna from the family!

Rating:

5.0

They were fine. The dropoff was quick, simple, and the people cleaning the truck i rented were very nice.

Rating:

5.0

Very satisfied and the staff very professional

Rating:

5.0

Service was top notch. Staff was helpful and professional. They made this process easy and fast.

Rating:

4.0

I had a lot of issues with the app then had to wait 10(?) minutes for an associate. She was helpful but I didn't appreciate the long time I tried to get the app to work and then having to wait for a person to help me. Dropping off was super easy and the lady was very friendly.

Rating:

5.0

All good here too! Many Thanks!

Rating:

5.0

Nothing

Rating:

5.0

Keep doing what you are doing! Thank you.

Rating:

1.0

The support staff (the guy that did my final check out and the person that was overseeing the fleet) were great, very helpful and knowledgeable. They get five stars. Here are my issues with this location: -I showed up at 7am when the store opened there was one person at the counter and a line of people waiting to pick up their reservations. The store was short staffed, and when I asked about it the owner said he didn't have a budget for more people and eventually Uhaul is going to AI systems. It took longer than it should have to check in the line of people and just having one employee to handle the whole store is not acceptable. -Your inspection link didn't work and I ended up taking pictures of the odometer/gas and the outside of the truck to document damage. If you are going to move to AI and technology systems to run your business you need to make sure they work.... Also, it took way longer than it should have to process mine and another person's driver's license through your electronic links. -The 15 foot truck I was given was barely functional... it had poor braking and acceleration and was clearly old and shouldn't have been in service. I avoided freeways and took side streets to compensate for the truck's performance. Really lousy experience, I will look for alternatives to Uhaul in the future based on this experience. -

Rating:

5.0

The pickup was fine but the cab itself was dirty.

Rating:

5.0

The truck was dirty, but my clean and some else clean could be different lol

Rating:

5.0

Our agent went the extra mile to advise and assist on all stages of our engagement and purchases. Really first rate

Rating:

5.0

Helpful staff great selection.

Rating:

5.0

I have used this location several times for truck/van rentals, also bought packing materials - I have received great customer service every time. The folks that work there are very friendly!

Rating:

5.0

Very helpful and friendly staff made the experience much better.

Rating:

5.0

Everything thing was GREAT!!

Rating:

5.0

Armando was wonderful from pick up to drop off. So helpful

Rating:

3.0

More customer care agents need to be available during peak times.

Rating:

5.0

Amazing location - clean and bright. Fast pickup and checkout. Easy return - the friendliest return agent ever! Beautiful smile. Made my day!!!

Rating:

3.0

The person that helped us get the van was lovely. The one in charge of the return was very very weirdly rude.

Rating:

2.0

I was charged $27 on fuel because the location claimed the gauge was just under the level (maybe a 1/32 difference) than it was supposed to be. Because I did not take a picture I could not prove my point.

Rating:

4.0

The staff was very helpful. The app was a bit confusing but we finally got it together in order to rent a truck

Rating:

5.0

I use this Uhaul location often for business rentals. Good service.

Rating:

5.0

None

Rating:

2.0

Two people helped me at this location and i felt like a number. No real interaction, just all business and it made my wife and I feel like we were an interruption to their day.

Rating:

1.0

The fact that your employees are poorly trained in customer service says a lot about you guys. I am still waiting to settle up with Jim I believe was his name. Not sure why, but he attempted to charge in excess of $700 on my card, AFTER I was already charged two separate occasions in upwards of $400, and he wasn't there to discuss the charged.

Rating:

5.0

The staff is helpful and friendly. I highly recommend this location.

Rating:

3.0

I found the price per mile is too high. Next time it will be more financially efficient to hire a moving company.

Rating:

5.0

THANK YOU GUYS FOR WORKING WITH ME WITH YOU IN MY ITEMS SAFE AND SECURE THANK YOU VERY MUCH. MUCH ❤️ ANTYOWN HOUSTON

Rating:

1.0

I could not believe the disgusting smell of urine when we walked into the facility yesterday. When we opened our unit, things were wrapped in plastic in plastic bags and bubble wrap since that is so porous all the bags smell smelled like urine. Completely frustrating because this was for a client where a moving company that we're holding things to move them back into their home completely embarrassed and disgusted. I definitely will not be referring you to anybody and I highly recommend you do something about your storage facility smelling like urine once you enter the building. The office does not smell like you're in the actual storage facility smell smells like urine and it's going into the individual storage units. Completely unacceptable

Rating:

5.0

Jennie was very helpful and easy to work with. Thank you.

Rating:

5.0

Jim Decker is a good man, and his staff is reflective of his leadership. 10/10 recommend this location and will rent again from here in the future if the need for Uhaul services present themselves.

Rating:

5.0

The gentleman at the front desk was a great help, and very kind.

Rating:

3.0

I felt like the hours should be longer on the weekends, considering that people have to work during the week

Rating:

5.0

Manager very nice lady very helpful she is always smiling belive it or not if im in the area I just drop by for quick hello with her she is so pleasant to speak with I hope you guys pay her well .

Rating:

5.0

I am happy to say that everything went well and better than what I expected. The staff was friendly and assisted me getting the right storage units and moving vehicles. The storage facility is well kept and I love how there's a loading dock for the larger units. Thank you U-Haul for a job well done!

Rating:

5.0

Armando was great.

Rating:

3.0

Unit (for $) is small. Lighting in walkway only. I need to bring "power" of my own for lighting inside. Close to public transit. I'm (guessing homeless man) came up to me asking to "help move". This is very unsafe for all involved. I was there on a Thursday approx. 5pm. I may have to carry pepper spray?

Rating:

5.0

Everything was great. First time ever renting a unit. Jenny was very helpful!

Rating:

3.0

Not having elevator is hard to rent a unit upstairs. Even though I was offered first month free, the unit they offered was too small 4x4x4 size.

Rating:

5.0

Shanna, armondo, and genny were wonderful polite and courteous each visit so informative and helpful

Rating:

5.0

I would like to say that Shauna was awesome. She was always willing to assist me when ever I called

Rating:

5.0

I love everything and everyone 💙

Rating:

3.0

The 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 .

Rating:

5.0

Very clean. Will do business at this location again.

Rating:

5.0

Everything was great! Staff was so very helpful and really friendly. Had lovely interactions with Shanna.

Rating:

2.0

1. 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.

Rating:

5.0

This location was great! Very easy to work with, and they had top-notch service--overall, a very positive experience!

Rating:

5.0

It 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.

Rating:

4.0

Due 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.

Rating:

4.0

Great storage space.

Rating:

5.0

Staff is very helpful and courteous.

Rating:

4.0

I 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.

Rating:

5.0

I had a satisfactory experience denting the storage . Thanks

Rating:

5.0

I 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

Rating:

5.0

Staff 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.

Rating:

4.0

Shana (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.

Rating:

5.0

Thank You for your acomadations.

Rating:

5.0

I 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.

Rating:

3.0

If 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.

Rating:

5.0

Shawna and Ashley the regional president was exceptional to work with!!!

Rating:

5.0

Never a problem... Staff is courteous and helpful... Could not be happier! Thanks!

Rating:

5.0

I didn't have a problem moving in my stuff and taking them out.

Rating:

2.0

I 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

Rating:

5.0

When 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

Rating:

3.0

No elevator for second floor storage

Rating:

5.0

Caesar is the best!

Rating:

1.0

I 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 ,!,!,

Rating:

5.0

Shanna 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!

Rating:

4.0

Only 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

Rating:

1.0

There 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.

Rating:

5.0

Thank you

Rating:

4.0

Thank You for your services Well Done Donna

Rating:

4.0

Everything 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.

Rating:

4.0

This 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.

Rating:

5.0

Customer service was professional and helpful.

Rating:

4.0

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 !

Rating:

5.0

Exceptional service!! All 3 employees who help us were so nice, helpful, and fun. Really made our Sunday a wonderful day. Thank u!!

Rating:

2.0

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.

Rating:

1.0

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.

Rating:

5.0

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!

Rating:

5.0

Their only one thing the Los Angeles u haul has a elevator I wish the Pasadena u hauls had a elevator

Rating:

5.0

great service,

Rating:

4.0

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 days

Rating:

4.0

The bathroom door seemed to be locked always, probably COVID related. Other then that, good thanks!

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.