Customer Reviews for U-Haul Moving & Storage of Pasadena
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.
Testimonials from recent customers of U-Haul Moving & Storage of Pasadena
keep the good job.thanks E shamon.
My issue is that the top of the truck was completely scratched upon pickup, but the person inspecting did not mark the proper places on the document. When I went to drop it off the person told me it would be $350 to fix it. (I had insurance) As a customer it does bother me to be told that I caused damager to a truck that was returned in the exact same condition as picked up!
The whole process was very easy.
I pre-booked by phone the day before so pick up was done in less than 10 minutes. Vehicle was new and very clean.
Return was even faster.
Thanks - I'll use this location again!
I called a local number...was placed in contact with a rep at a call center. The rep processed my 2 requests of a truck and a storage facility. When I arrived to pick up my reserved rental truck at a "cigarette store" manned by a representative (whose business card indicated another location about 20 miles away) I was informed that the one truck available would not start. I was directed to this other "full service" U-Haul location. This put my moving operation behind by 2 hours and I learned that this location also had a storage facility, thus I could of conducted my moving business all at one location.
I thought the gas process was less than straightforward
The gas gauge is filled just OVER the 1/2 tank line - a spot almost impossible for the consumer to match before returning the vehicle...a full tank can be duplicated, an "over the 1/2 tank" if very, very difficult. So, I like many of your customers likely over filled my tank to 3/4 which is a great situation for you, not so hot for me
I had asked to be called if any truck opened up, but they never did. Instead they told me I should call in, even gave me a time frame when to do it, or to come in, in person.
Checked us in quickly in the pouring rain
My comments are for your customer service over the phone not this location. It took about 11-12 calls to get this quoted reserved n paid for. I was so frustrated but being in California and need run to get across country I had no other option. I will not recommend your company to any one.
Everyone I came into contact with were courteous, helpful and professional.
I didn't have to wait long to get the vehicle I reserved and returning it was the easiest thing to do....I would rent from them again!
Location Is fine but there are aggressive day workers looking for work on the curb and in the parking lot. Makes it a unpleasant experience. I would not send my wife to pick up equipment at this location.
Rented a vehicle and storage space at the same time, in the same place but had to repeat same information because the two computer systems were not integrated or compatible. Seemed a waste of resources and time consuming. First experience with U-Haul; don't know if I want to repeat it.
Two employees failed to mention that each night I rented a truck I was rewriting my contract and being charged over %100 over the original fee! This negligence on behalf of the staff at this location cost me $100s of dollars when I am in the middle of a move. Very disappointed and outraged.
Overall it was a good experience.
Receiving the van in questionable condition was unprofessional. I personally cleaned the van for fear I might be charged for returning it dirty, when I was not the one who made the smelly mess.
Thank you for adjusting the terms of my agreement so that I saved over $25.00.
I closed the storage for my aunt. I would never recommend the location. Owner wasn`t very friendly.
A lot of day laborer hanging around.
I don't have any complaints. The only thing is that when I turned the truck back in the guy helping was great, but his phone app wasn't giving a correct total cost. I went inside and all was good. Everyone was very helpful and friendly. Thank you very much and I know that I will be having to use your services again in the near future.
All went well. Employees were friendly and helpful.
good counter and check-out/check-in help. I like to get in and out fast.
The cargo van's performance was poor. Could not back into a driveway in a mild incline- rear wheels slipped and burned rubber. With poor tire tread or poor power?
There was broken glass in the back of the van and an annoying squeak the whole time driving.
Fabulous!. I reserved a truck (online) on Tuesday for Saturday am. Online check in really helped. The truck was ready to go on time and useful suggestions were made regarding tape, blankets, tie down rope, etc. I had most of this covered as this was a planned move but the suggestions were cogent. When I noticed we were running late, I called an hour before due time and was advised that the time had already been allotted and my due time was now 5:00 pm. All in all superb and I will continue to use U-Haul for all my moving and packing needs. Thank you all so very much.
I love U-Haul. Always dependable service and equipment.
When I arrived at Pasadena location, James (manager) was there. I greeted him, but to my surprise, there was no greeting in response! It is not what I expected at 8 am.
However, service was acceptable.
When the truck dies on you in the middle of a move... NOT GOOD, but the PEOPLE you have working for you are excellent. They did a fine job. The equipment was cleaned but not maintained,
Matt helped me check out the van and was very nice.
Whom I checked the van back in with later that day was helpful too.
I would say it was a good experience.
The inside of vehicle was dirty and smelled like smoke. For a non-smoker this is annoying.
In store staff totally incompetent. Charged the wrong card for shipping then no one was able to fix it. Was given the run around on the phone, transferred many times but still nothing. Very frustrating.
the coverage policy was not clearly explained initial to purchase.
Excellent customer service, very professional, fast and friendly. Van was very clean and easy to drive.
Staff efficient knowledgeable
The employees at this location were fabulous!
Courteous, respectful, and efficient.
Transaction was fast with friendly, efficient service.
Although I really liked the fuel efficiency gauge on the dash board, it would be even more helpful to have an MPG label for each vehicle. More specifically, if I someone is driving one of your larger vehicles with a full load of items, what would be the average MPG? This would make the process of refueling much easier. Also, it would be helpful to have a chart that shows how many gallons of gas are between each fuel-gauge marker.
Everything was fast and helpful.
This was a last minute rental, actually arranged by another U-Haul location when they did not have an available vehicle. Everything went very well.
Interior was full of dirt. Thank G for renting the blankets to lay down on the floor.
Rental of van went smoothly. Staff was courteous. Line and wait was short enough. Express check in worked well. No issues.
Did't like the day worker's standing in front of the store lot. Everytime you pull in , they think your looking to pick up"day workers for a job repair". Made me feel uncomfortable while picking up trailer.
I find Uhaul's commitment to have my truck ready much too loose. At the time of the reservation, I am told that if my truck is not available, Uhaul would give me $50. This does not inspire confidence that my truck will be there for me with a probability of 100%, because $50 is nothing, and Uhaul can have an easy way out if my truck is not available.
Next time, while Uhaul is my compnay of choice, I will shop around for a firmer commitment tht my truck will be available at the time and place I reserve it for.
Clean windshield inside and out. Glare of window film made it impossible to see with setting sun. Wash the steering wheel too.
I was told there would be someone there for checking in vehicle after office closed. Need to explain the key drop to customers.
U-Haul can do almost nothing to improve the service I experienced. Ian was a first rate ambassador for U-Haul and knew what he was doing. Congratulations!
Online reservations and check-in helped them and me expedite this rental. It was a great experience! Thank you for your professional facility and staff.
The workers outside were personable and efficient.
The manager was not.
These guys are always on top of things
It was perfect! Well Done! Thank you very much! Ed Hall
I rent from this location fairly frequently. They have apparently streamlined the process, making even quicker, easier and more convenient than ever. The staff are polite, pleasant and efficient.
Always ready, cars clean, great staff
A little too busy to answer phone calls -- most of my calls were picked up by central UHaul administration while I was just returning phone call to the locational office or a quick particular question that could be answered by on-duty staff. I also wish the per mile price can be lower.
Great all around service and very friendly staff.
The service was super fast, friendly and efficient!
A painless experience all round
Overall a good experience. Thank you.
The rental process and staff were very efficient, which I appreciated greatly.
exterior was dirty, including windows and interior could have been wiped down also.
Otherwise, the van was perfect for the job. comfortable, user friendly and a nice ride.
The battery needed a jump right after loading. Thankfully we found someone with cables willing to give us a charge. It was ok after that.
Friendly, kind, knowledgeable and efficient. Overall an extremely positive experience.
The owner/manager was very helpful and accommodating!
I don't appreciate the surprise $15.00 charge for "not sweeping the truck" with my last rental. I had cleaned the truck and even folded all the moving blankets.
Since I have needs that involve more truck rentals I will rent elsewhere unless I immediately receive a $15.00 credit.
Good Customer Service Reps (nice guy) quick service. All around a very good experience. Will return.
Staff on the phone was a lot more friendly than staff that typed up my contract. Van was dirty externally. But okay with it since the inside was clean.
Efficient and swift check out while engaging and personable. Uncomplicated when it was needed most after along move!
The van we rented was in very good mechanical shape, but far from clean. The windows were filthy, the cupholders, etc. were full of drips and crumbs, and there was a nasty sticky spot on the rubber floor mat in front of the passenger seat, that my foot stuck to. The seats were full of crumbs and stains. It was gross.
Staff was courteous , fast and helpful
I rented a dolly for $10 and it was unfortunately stolen from my van and I was charged $75 as a result. This is a ridiculous charge, especially since I have insurance on the truck itself. Not cool, Uhaul.
The trucks were not there as promised. The truck was then broken. I had to change a flight to go back and drive my car instead of using the tow dolly I had reserved. HORRIBLE EXPERIENCE OVERALL.
clerk who helped me was very helpful.
Make sure gauges work properly. fuel gauge did not work and the ABS light kept coming on.
The gentleman that helped was check the truck in was amazing! However, the two people that were obviously ending their shift found it funny to walk in front of your truck as we pulled into the facility. It was obvious that it was a conscious decision because we made eye contact and then he looked at the other man and said something and they both laughed. With that said we will see you next move U Haul.
Tires were out of balance so the truck vibrated. Radio worked sporadically. Tailgate was not fully operational
I would recommend this location only because of the people working there
This location has had its issues with not enough staffing as well. Overall, my experience has been a good one with this location and I would not hesitate to use it again.
I was charged for 3 gallons of gas even though I only used one. I will not be going back to this location.
Nothing, the crew at this location ROCKS!!
Everything you need to do it yourself is here. I was impressed that the minivan rental was a streamlined process. Thank you.
great experience...will be back
oh...I was nearly assaulted by day laborers running around my car to beg for a job. I am supportive of these guys hustling for work but they are out of control and scared the shit out of me, nearly ran me over when one flew around my car.
Everything went quite well from the front desk to the turn-in place. See you next time.
Very professional and friendly
Excellent, professional and prompt
Well, not knowing how many miles I would put on, I bought 5 gallons on the front end to be sure I returned it with 1/4 tank as agreed upon. I traveled all of 15 miles.
It would have been upstanding to have been given some arbitrary amount of credit.
Recommend that trucks be returned with a 'Full' tank of gas. It's a lot easier because the pump will automatically stop when tge tank is full. Rather than pump gas, stop, turn on the key to see how full the tank is, pump more gas, etc. Even with the estimator tool you have, it's still a pain.
Do not send junk mail like this, txt msgs. Basically fuck off for everything you are not hired for.
I suggests that customers be warned in advanced about moving trucks without a ramp. it save time for the customers and the shop having to switch them out.
The location I rented from are crooks. I refueled the vehicle after use and they claimed I did not and changed me a total of over 58$ for fuel and service fee. I have the gas receipt to prove it!!!!
This location is slow and rips hard working people off!
I will NEVER use uHaul ever again!!!
While the cashier was very helpful and patient, the employee who checked out the truck to us, Anthony, was quite surly. When we returned the truck at 5:10pm (as our receipt indicated the truck needed to be returned before 5:15pm), Anthony said "We closed at 5pm you needed to be back by 5pm" and rushed through the truck return process. I don't understand why I would be instructed on the receipt to return the truck by 5:15pm if they want the truck back at 5pm. Also, I should not be charged for 4 hours of time if the expectation is that I would be returning the car 15 mins early to get there at 5.
I received excellent customer service both checking out and checking in the truck.
A lot of labor seekers out in front, but they didn't cause any problems.
The movers were wonderful. They did a fantastic job. They know their business. Both were extremely professional! I would definitely recommend them to a friend.
nothing. everything about this location is good business. The best part is the availability of free parking overnight while you rent the truck. Other places do not have that perk. Good doing business with the Raymond Ave Pasadena location.
Fine service, very polite staff.
Corporate office needs to plan pickup locations earlier and accomdate the requested location.
You sent me 30 miles away in the wrong direction, I contacted the Pasadena store and the went and picked the equipment for me, corparte was NO help
The person who checked us out was wonderful and had safety as one of his main objectives. Very much appreciated the time and effort he spent with us.
Great location and great staff! Enjoyed renting from this location.
Quicker response computer sigh in
Nothing wrong with the location but was overcharged 8.16$. when I called they insinuated I lied. Other than that it was ok.
Service was quick and easy.
I got a lock where I do not know where it came from. Then I got a charge of $50. It said that I can get refund for that, but I have not got that so far one month later.
although it didn't affect me, they did not check inside the trailer.
No smoking in the vehicles.
Your stuff was every helpful it was a pleasure going to this location.
This is how UHaul facilities across the country should operate!
I didn`t spend much time physically at the premises, but the time I did spend left me with a positive impression.
My u-boxes were shipped to the wrong location. I can`t get them to the right one. Everyones nice but can`t help. Im transferred to different dept and told someone will call me but they dont
Everyone at the facility was exceptional, from answering all my questions to bring my box shipped!
Great customer service, really appreciated the extra efforts!
Everyone at the facility was kind, courteous, and highly organized. A great experience! Jim kept me informed the whole way.
Service was prompt, efficient, friendly, professional. Definitely recommended!
I need to get my two u-boxes from Pasadena, CA, back to Seattle. I can`t afford to ship them back at $2500+. I paid $1080 to get them down there, including a month of storage. I need help here!!
UHaul/MovingHelp was glitchy-had trouble with the payment code. Also quoted 2 diff. shipping prices. Store service was helpful, but the corporate system seemed flawed.
Wonderful staff would rent there again in a heartbeat.
oNly thing that needs improvement is the communication between Uhaul facilities in two different cities. Sometimes the information was wrong. Other than this, things were good.
The only negative was the people storing and getting dressed and sleeping out of the storage unit nearby.
The Pasadena U-Haul location was very helpful and friendly. The U-Haul call center on the other hand was not knowledgeable and made this process more frustrating than it needed to be.
I`ve been extremely pleased with the helpfulness of the U-Haul staff at the Pasadena U-Haul on Raymond. I went on Yelp and gave them a 5 star review.
I`ve had the one storage space for 7 months and the other for more than a year. There`s not been a time where I came out of there unsatisfied. Not even once.
Uhaul in Pasadena gave my U-Box to the wrong movers, who took it 2 hours away to OC. Jason 301-768-9330
This place has units that are almost all upstairs and have no elevator. You know that people are storing furniture and things like that and you want us to carry them up 3 flights of stairs?
I would not use or recommended uhual. I had asked if they can prorated or extended one day so I wouldn`t pay for the whole month. The representive said no without trying to help.
Bottom Line: the manager on duty, Jim, was professional, helpful and took every measure to ensure a pleasureful experience was realized for myself and my crew.
Was pleasantly surprised on how well this location was run
Terrific site service. Would only have liked access to Unit to have extended to later in the day.
This facility needs to have elevators. That`s the only reason why I would not recommend it.. Otherwise the staff was very helpful and friendly.
Good Customer Servie, very helpful
Made a reservation online for a first floor unit for a specific price, and when we showed up on moving day, that unit wasnt available. Had to pay 50/mo more. Classic bait and switch.
I made a request prior to moving in which was not completed and was given wrong information which made my move very stressful. Will be looking for an alternate company to use in the future.
The lack of a service elevator was a disappointment.
Good experience. Staff friendly and helpful.
Everyone was polite and efficient, and staff knowledge was excellent.
The staff at the Raymond location in Pasadena is very friendly. They did everything possible once my boxes arrived to support my move to the area.
I picked it up and dropped the filled box at your facility and just got notice that it arrived at its destination. I will pick it up this coming Monday.
We forgot to give 24hr notice, but the staff still pulled our box when we arrived. Very friendly
Kenny, Asst. Mgr. UBox Pasadena, was fantastic! He worked incredibly hard to salvage a difficult situation could not have been nicer! We owe Kenny so much for his help. Samantha Rose thank you!
Everyone was very helpful and kind to us.
Looking forward to picking up the U-Box and unpacking it at the destination!
The Chippenham, VA location shipped my box late, and told me they shipped it when they hadnt. The lock I put on the box was not on the box. Very unhappy
typical bait and switch. unit never existed and someone changed my reservation to a larger unit. Corporate is going to hear about this poor service.
8x8 for 154. jammed doors, bad ramps. construction, jammed side doors. bad parking lot. pushy Day Laborers. a 10x10 at Public Storage for 75, easy parking, working doors no Day Laborers.
The owner of this facility really did the right thing and helped me out. I appreciate doing business with him and this location!
Immediate welcome when I entered the showroom knowledgeable sales staff inside and outside were friendly, responding to all my questions immediately!
everything was wonderful. The people working there were very professional friendly. i will definitely recommend them to a friend or use again if I have to. Thank you
The staff at Raymond Ave. U-Haul are great, always helpful and professional.
A pleasure to do business with and I will recommend again and again!!
I sent an email back last week asking if you bill me each month via email and have still not heard back...kindly let me know right away..Sandi
I`d rather you send these surveys out once the U-box is received at the other end. The initial experience is great--and I`m hoping the delivery side will be as well.
Everything was great very easy to access my storage.
The person that attended me was extremely helpful.
Staff were friendly, but wires got crossed somewhere between staff and my box was not shipped when I requested. Had other issues with the Glendale and Auburn locations.
The customer service is good and the staff is friendly
The Ubox was great. The employee who rented our reserved double trailer to another person was not so great. He also didn`t check one box and when we tried to open it, it was bolted closed.
Staff was unhelpful, and I wanted 24 hour access. The most inconvenient thing was that the small storage units were all upstairs, so I had to carry everything up 25 feet of stairs to reach my unit.
Annoying emails to complete this survey! Stop!!!
Annoying emails to complete this survey! Stop!!!
Staff was very helpful and made my move much easier.
A pleasure to do business with!!
Give customers more than 200 characters to give you feedback here
The gentleman who showed us the facility was amazing! NO attempt to up sell us,knowledgeable,patient, genuine. We tried tipping him, BUT he refused, would NOT take it. Man of Character
everything in one location to move at times when we are all scrambling to place our feet firmly on the ground, really helps...THANK YOU!
one of the workers named Matt went above and beyond and helped me get a larger storage around closing time! Great storage area and a great way the treat the paying customer!!!! Matt was a great help!
I was writing and excellent review, but not indication of when I am at 200 characters, so I cannot talk about exceptional staff despite a problem with confusion over storage unit reservation.
I appreciate the the whole staff by the was that I was treated. The staff was very customer friendly in the manner that they provided service.
Regards, Ricardo A. Fairly
Thank you for the free month!!
very good customer service and was very helpful while taking care of all the formalities needed
Moving out of storage, it took 20 minutes for someone to open bay door for my truck for storage pickup. An employee had his personal car in the bay. .
The storage is absurdly expensive and there is no elevator to the second floor storage. And I`m not talking a ten-step trip either. Forty steps up with no air conditioning is ridiculous.
Overall it was pretty good, though kinda pricey.
A positive experience. The stuff was efficient and accommodating. Our storage unit was clean and secure.
The staff is very helpful.
Don`t like how the loading dock is left open while you have to go around to get you car. They say we can leave the car on the street, but there is no parking n the street.
U-Box support 2x4s were loose needing to be renailed in on sides for support.
Jim Decker was MOST helpful and deserves to be acknowledged he was timely and accomodating.
The staff is very helpful and always have a pleasant attitude. Thank you for the excellent service.
Unit and vehicle rentals @ location. Service unpredictable: review needed on maintaining professionalism w/clients. Broken main door lock to units.
The service was customer friendly.
needs elivator for upper floors
I spent over 20 minutes on hold 6 different times trying to get through. Your taped message repeating every minute for over 20 minutes was very aggravating. The box was broken when it was delivered.
This facility has no elevator
Staff was very friendly and helpful!
Very friendly and helpful staff, made sure to walk me through the unit and the procedure for getting back in.
The individual who helped me did an excellent job.
While the staff did their bast to be friendly and helpful, they were way understaffed and could not keep up with the influx of customers. The storage facility was a total joke.
uhaul should consider using metal container instead of wood.
assistant manager was very helpful when phone reservation gave me false info. he fixed it.
Very pleased with my storage experience with UHaul
UBox=Worst moving experience of my life. Had to follow up many times to get my UBox shipped though requested immediate shipping, sent one week later. Use ABF for same price.
Kenny did a great job accomodating my last minute requests.............kept in contact as to what was happening......when pick up would occur.
All the staff were courteous and attentive. Very busy facility but they treat their customer very well.
NEVER AGAIN WILL I DEAL WITH CALL CENTER thanks to TINA PHILLIPS~!!! HORRIBLE SERVICE AND ATTITUDE!. Kenneth should have that position before her! He actually HELPS n works for his PAY
The staff went above and beyond, stepping in to help me with my extremely heavy load and making storage accommodations when I was pressed for time. I would definitely rent from this facility again.
The service was great the storage area was clean and the staff was very helpful.
Thank you for your service
Keep better track of your paperwork. Don`t hire young workers that look high all the time. Don`t charge a persons credit card without prior consent. Look over every mileage carefully.
they made experience of renting a storage facility very easy
All of the employees were very kind and helpful. They had a lot of customers towards the end of the day and they were still polite with everyone.
We are extremely grateful for everything they did for us. I would highly recommend this facility to anyone. Kim Rinehart
I forgot my Drivers License there. They called me immediately. I am very appreciative. Excellent Customer Service. Store hours are convenient for people working.
U-haul stays open till 7pm. Competitors close at 6pm, which is why I picked U-haul. 8pm or later would be even better for working people.
Very nice staff. Will use uhaul self storage until I can figure out my garage situation.
Robert was wonderful. The rest of the staff didn’t maintain professionalism and could not answer questions.
Customer Service is horrible! The manager told me it wasnt registering in my head before and after i told him i was bi polar. That comment is completly Illegal!!!!!
Excellent staff support. All employees were professional and courteous.
Everything was great. The only problem I can recall was the lighting inside the unit itself did not come on and I did not see a light switch to turn it on. Thanks!
Customer Service is very friendly. We have rented a van, purchased boxes, rented a storage place, purchased hitch and installation, and soon renting a trailer. Overall, excellent center.
Everything was very good.
Called, put on hold and disconnected. Went there to rent space and return trailer. Waited 10 minutes on line to get started. Unloaded then waited 30 mins on line. One person at desk and 4 or 5 outside
I used the U-haul storage facility for ten months. The only aspect I did not like was the rate was raised within the 10 month period of time and I decided to no longer use the facility.
The staff mixed up my storage unit number and filed my personal information incorrectly.
WONDERFUL EXPERIENCE. THANK YOU.