Customer Reviews for U-Haul Moving & Storage of Pasco
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 Pasco
Never rented nor returned to this location...what a messed up system U-Haul has!
Good service, no complaints
The fact that you will only allow me 200 characters to tell my experience with you perfectly displays the problem with you business model.
We are very happy with the operation of this location.
Make it free? just kidding. Everything went smooth,fast, courteous and professional. I'm a happy camper
Very hard to schedule and track ubox progress. Website kept changing dates and product wasn`t available. Not very fun and stressful for customer during process
The truck was clean but the doors get stuck shut when trying to open them, causing one to use their shoulder to force it open and the truck failed to start on several occasions. Eventually it started and was useable. The truck probably needs to be retired.
When I walked in this morning, there was no help from anybody. Had to wait 25 min. before someone acknowledge my presence. There was a female who sat behind a desk and she wouldn't even respond to my "Good Morning" greeting. When I arrived to return the equipment in, the receiving clerk was outstanding.
The checking back in took a long time because we had to wait 7 minutes just for a service agent. Other than that, it was fine.
Don't service customers who come in after the one you're servicing because they are family.... Very unprofessional
The trailer I rented needs a lift Jack installed so I could get the trailer on and off the truck.
I pointed to to size of van that I wanted and when I got out to the van it was a standard van and I told your rep that I wanted the other van. I was in a bit of a hurry and really didn't argue with him because he said the inside space was just a bit smaller than the one I wanted. But when I loading the van it was not at all what I wanted, not a good experience of moving my stuff.
Need more staff at service counter. When there are several people waiting for help, get someone to help them or at least acknowledge the customers presence, let them know you'll be with them in a minute - don't ignore them. I waited 20 minutes in line without even a hello. Left but had to come back later only because the Kennewick location didn't have the hitch item I needed. Otherwise I would have never go to Pasco. Only bright spot was one young man who was sweeping up the shop and then hitched my trailer and was very pleasant, ensured my lights worked and all was safe. Otherwise, "service" is very slow.
We had rented a 26 ft truck and an auto trailer We were told by Pasco that we had to load the truck then come back to them for they needed to attach the auto trailer. We did but then had to spend 30 minutes after getting trailer attached to do a repeat of the paperwork we had done before ! We then left and when we went to load our vehicle on the trailer ,The employee at Pasco did not connect the trailer correct and it bounced up just missing my husband and hit the back end of the truck !!!!!
Express lane for advance check-in with reservations.
Outstanding customer service. Very friendly and on their toes doing their very best to keep customers happy.
The man who helped me was totally understanding of my experience and was very helpful.
again wasn't willing to fix the problem.
Showed up for a trailer rental at 9:00 on Sunday. Only two people working, (only one who could cashier) and 10 people waiting. I finally got my 5x9 trailer off the lot at 10:00 or so. Terrible wait time. Might have been better if two cashiers that could assist two people at once vs one.
I waited 35 minutes in line, then was instructed to drive around back to hook up trailer. I was then instructed to drive to the front and check in. Another 15-20 minute wait. One person inside handling all customers. That person evidently checked me out with the incorrect trailer #, which was discovered when I checked the trailer in at 5:00pm. I had preordered the 5'x8' trailer and did the early check in (to save time at check-in?). Very disorganized situation.
Customer service did not quote us the right amount.we were told the wrong time to pick up and drop off, when picking up rep was rude, squelled tires of uhaul vehicle and back another one into a uhaul trailer. He yelled at another customer and was rude to us. He complained about his coworkers being late and did not honor what the rep told us. Gave us a cheaper trailer because the one I rented was blocked and he didn't want to move vehicle to get the one we rented out. I made a complaint to customer service and was supposed to receive a call from the manager which has never happened. We have rented several times included a storage unit for over a year from uhaul and I will never use them again because of all this! Terrible experience by every single department.
Have more customer service "friendly" personnel to check customers in.
I thought the phone reception could be improved, but once connected all went without difficulties.
Charged for an extra day when I actually returned the truck early and spent over an hour on the phone getting the run around by there supposed customer service. Pasco hung up because it was closing time.
I used the truck for one day, however, the rental place charged my credit card for two (2) days use. I called the next and to get this corrected. Nothing happened. I called back again today and was told not that the credit would be forth coming, but I could expect a phone call, what ever that means. It appears, at this point in time, U-Haul has my credit card number and is going to bill me what ever they choose to.
you need more people at the desk/phones.....I realize this is a smaller community, however customer service and response in poor
The manager out there was great. Professional, direct, very easy to work with. Overall a great crew!
Waited 45 minutes to pickup trailer and then waited 30 minutes to return trailer. This was frustrating
dont just go in, it will take you for ever. preregister first that makes it quick and easy
It was good until I went to check out, the person that was in the office called
for a guy that was behind me.
I called the 1-800 number and he found me a truck at this location and when I got there at the time of the pickup (1pm) they had the truck ready to go and had me out in less then 5 mins! Didn't waste no time checking it out or back in! I would recommend this location!!!
I dropped my Jeep at 11am, with an appointment scheduled at 12 noon to get trailer brakes installed. I called at 2:30 pm and had a bad land connection, on uhauls end. I was asked to call back. I did and could not get through. I called the GM cell and left a message @ 230pm, 345, and 545 with no call back. Finally at 550 i was able to speak to someone at a call center. He said he would have someone contact me. As i am writing this, at 610pm, i have yet to hear from uhaul. That is terrible customer service. Now i have no vehicle for friday evening!!!!! I am very disappointed and will NEVER use that place of business AGAIN!!!!!!!!!!!!
People at the Pasco offices were either rude or extremely unorganized. They need to uphold the delivery / pickup schedules they promise, and right now they don`t even try.
Had to wait for someone to show up to rent
I STOOD IN LINE FOR 10 MINUTES ONLY TO BE TOLD I HAD TO GO HOOK UP FIRST SINCE I RESERVED ONLINE-AFTER I WENT INSIDE THE MANAGER TOLD ME THE OTHER PERSON AT THE COUNTER HAD TO HELP ME-BUT SHE DISAPPEARED-SO AFTER ANOTHER 5 MINUTES HE SAID HE HAD NO IDEA WHERE SHE WAS AND HELPED ME-SO AFTER RESERVING AND REGISTERING ON LINE IT TOOK OVER 30 MINUTES TO GET EVERYTHING TAKEN CARE OF IN A STORE THAT WAS ALMOST VACANT-I WILL NEVER RENT FROM U-HAUL AGAIN
They tried to add drop off fees. Didn't want to unhook the cargo carrier. I'm a handicapped elderly person.
I would recommend U-Box, but the Pasco store is unreliable. My boxes were delivered only 2 at a time and each delivery was a minimum 4 hours late.
Loved this drop off location! Very Easy!!
When I called to reserve the U-Haul I reserved it for 2 days, but later received a call that I could only have it for 1 day, it was very frustrating. I want to thank Alma who checked us in for helping us with this situation and also Chris who I spoke with the next day. It was just a hiccup and I will definitely be back in a couple of months!
U-Haul's customer service was horrible.
I dealt with two different people over the phone in order to make a reservation. The first person (Doug) was generally unfriendly and discourteous. As well as unable (or possibly just unwilling) to answer any of my questions or to provide clarity on some of the conditions of the reservation. With the second guy, we made it through the process, but he too seemed just barely competent and seemed unable to discuss the particulars of the reservation.
Once I got to the U-Haul store, I walked in and waited for quite some time while another unfriendly and not very courteous employee worked to take care of the people in line ahead of me. After waiting for between 5 to 10 minutes, I made it to the front of the line and after being asked, I gave my name and I said that I had a reservation. The lady told me to drive around back and someone would take care of me. After driving around back, I waited for several minutes until a guy came out and promptly took care of me. However, the trailer that I was to take was "hung up" with the trailer next to it that was being taken by a guy that arrived after me. He had to pull away first in order for my trailer to get out.
So I had to go back into the store and wait again in line after this guy who arrived after I did! Moreover I listened to this guy in front of me explain to the lady at the counter (the same unfriendly one from before) how he had made his reservation for a trailer at a nearby U-Haul location 4 weeks earlier and this day he showed up and the trailer was not there. The customer service person offered him a discount, however it was not in the system and this lady knew nothing about it.
About this time, the young man who hooked my trailer up out back came in and called me over and he completed my transaction. His name was Eleroy and he was professional and courteous. At this point I was extremely frustrated with each of the people that I had dealt with and I told Eleroy that he was the best person I'd dealt with that day.
Overall, it seems that customer service is not emphasized by management. Or maybe I was just really unlucky. But even when I returned my trailer, the guy that checked my trailer in was frustrated about a situation there with his work.
I will try to use a company other than U-Haul in the future if possible.
a) The most gawd awful smell cam out of AC vent on the pickup that was rented.
b) Even though the unit was returned early, they charged for the full period.
c) Staff was basically disinterested.
My complete UBox delivery was 2.5 days late. Communication with UHaul and Pasco Office was abismal. UBox`s themselves were not structurally sound or air tight.
This time very fast and friendly
The trailer door stuck in the open position. Once the trailer was connected to the vehicle, you were unable to disconnect it till returned. A major inconvenience!
It's not the Pasco UHaul that was awful, it's the company in general. My experience was horrible! I'm not a difficult person to deal with but this was beyond awful and nobody at the call centers really cared. Manny at the Pasco site was a life saver and really did what he could to correct the situations. But overall, I'd not use UHaul again unless there was absolutely no other choice.
Separate line for reservations.
no body seemed to know what they were doing. 4 people there but only one person rents to you. every one else just stands there and watches, VERY VERY LONG wait when finally got my tow dolly hooked up they decided I had to change it out with another one because someone screwed up the paper work on it. Also they never checked out the lights to see if they worked so I got stopped half way to my destination for no Tail lights. Since your people didnt think to check any safety items before letting their trailer leave their property they put my life and safety at risk. Richard Older
Didnt seem to care that I couldn't use truck due to door not closing
We pulled up, to drop our rentals off, at 6:55. No one came out to greet us or get the keys, I finally went to the window and knocked to the two employees inside. The guy came out and said you were closed, I said it was not 7pm yet, he pulled out his phone and it said 6:59. He then refused to check in vehicles and said to out keys in Dropbox. Rude, poor customer service, we have another move in 3 months and will defiantly not use UHaul again due to this expirence.
2 tires on the trailer continuously went flat, I tried to see if I could drop it off 100 miles from where I got it, and was told if I did that I would be charged double. What a despicable company.
The unit was not really cleaned. I had to wash the windshield of the bug assault. Should have been clean!
again excellent customer service.
The rental was to Mach, just for a few hours , $0.50 a miles this crazy , it should be more like 25 to 30 more even less ,and u should have a reward system, for repeating customers
Other than a brief wait to turn in the truck, the staff was great and very accommodating.
We received the wrong size of the truck. The stuff seemed to be dis engaged and nor caring.
Every time i come in everyone is very helpful. Management is the best!keep up the great work
They did well despite a very busy day. Little more help would be nice but that adds to costs as well for the short rush hours which in this case was not the usual. They did well during a very busy season!
Very nice people; upgraded at no expense to me because they did not have the size I ordered. The place was very easy to find and very clean. Explained everything and answered my questions patiently.
They kept saying they were charging for 5 days when they were charging for 6 days.
Customer service was not great. I ordered moving blankets and was missing 2 then I was told by one clerk I was charged for the 2 missing blankets, when I called for a refund the other clerks told me I was not charged and were very rude about it saying it was my responsibility.
Hire another person to help at the counter, because the court St store should get the business They were of great heart when they heard what happened to me. And reimburse me for my time and loss they were great thank you again Court Street U-Haul
All trailers should be equiped with a jack stand so the trailer can be disconnected when needed.
I made a reservation to pick up a truck at 4pm. I got a phone call at 1pm requesting that I not come in until 5:30. This upset my schedule somewhat but I eventually agreed. When I came to get my truck I stood in line over 30 minutes waiting to be helped and was then told I had no reservation even though someone from this store location had contacted me to change the time. I showed my reservation confirmation and was told it didn't matter he couldn't find my reservation.
The gal at the desk helping me with my reservation was outstanding. However, the office was short-staffed (it was a busy 3-day weekend & only one person at the counter), and she had to repeat requests to her co-workers about which vehicle to get, which tow dolly to get, etc. It took about an hour from when I arrived to leave with my truck, which I'd already reserved online. And I did not have to wait in line.
Customer service was amazing!!!!!!!
Horrible customer service in trying to rent a truck. Lady on the phone was rude and hung up on me. Had reservations for over two weeks and was told that didn't matter and that they didn't have a truck for me. Told me they no longer do 24 hour rentals and I could only have it for 10 hours a truck half the size that I needed. Ended up booking online and magically they had a truck and I could have it for 24 hours.
I have used U-Haul many times, you seem to be short on staff when I'm there, your staff seems to be maxed out, and in my opinion they are doing above and beyond, but they remain professional and friendly.
I am a little pissed that I was over charged for a second day rental that I didn't have. It's now been 5 days, and the miss charged still has not been resolved.
This experience was great! The guys at the u haul in pasco were fast and efficient when getting me my truck. This is my second time renting a u haul and you have officially gained my loyalty! Thank you for making what I thought would be a pain in the neck into an enjoyable experience
Truck was clean but had some concerns. It is up there in mileage and it had strange noises coming from the motor. Christopher was quick and helpful.
We live in Richland. There are three U-Haul outlets in Richland, none were able to have a truck available for us to rent. The only other rental place close was Pasco, 10+ miles away. My reservation was for 7:30, I arrived at 7:20. One customer followed me in and there was one customer at the counter. There was one U-Haul employee checking out this customer and when she used the wakie talkie to request that a rig be pulled up for a customer she received no response. She eventually ran to the back and called out for somebody to take care of the customer's U-Haul by bringing it up so the customer could leave. At 7:35 the next customer was at the desk. He had a reservation but there was no time stamp on it and your system said his reservation was for 12:00 noon. After some negotiation the U-Haul clerk was able to get him a rental, not the size he wanted nor the price, but he was able to leave by 7:50. My turn. It was foolish of me to believe the original price quote that was advertised. I figured it would cost more than advertised but not two and a half times more. My reservation was for 7:30. I left the U-Haul at 8:10. The rental was for 4 hours and since the reservation was for 7:30, the fact that it took half an hour to get me checked out was not factored in to the time I could have the rig. The original advertised price was $19:95 with mileage and fees. I drove 25 miles. I was charged $69.61.
I will not be fooled again.
Did not have the location I reserved. 2 hours away, don't make customers do your leg-work. Never using again.
I prepaid for my truck and trailer when I picked it up, then droped them off at this pasco location. Got home and 30 min later received a call that they weren't sure if we dropped off the trailer that was attached to the truck! Then got charged for 3 items that didn't apply to my situation....Needless to say I had to spend 30 minutes on the phone with customer service to fix the charges. This location and staff are clueless.
Always very friendly & helpful :)
I reserved a 15 foot uhaul over the phone, got to the store and they didn't have it available. But they gave me a 17 foot for the same price they were very nice about everything. Very quick service as well. My parents are moving out of there house in a few days and I will be reserving a uhaul from this location. Thankyou for the great customer care! You guys made my stressful situation a little less stressful!
In Columbia SC it was great Service was jam up in pasco I got fined 100 dollars
The check out was so long. I had already a reservation and it took almost 45 minutes to get my information out. The gentlemen that was helping me kept helping other customers instead of finishing my order so I could leave.
Didn't have any 10 foot trucks. Myself and more customers had to wait in line for 30 minutes or more. The system supposedly was down and only one person working behind the counter. I had the van for about an hour. At $19 dollars, 10 Miles and $10 dollars on insurance. My total was $40
Offer any form of customer service. I arrived shortly after the place opened, did not see an employee for several minutes after I got there. Then it was several minutes after that until I was helped. Then I was told that it was my fault that my truck was not ready. It took an hour of working on the computer for the employee who helped me to get the situation figured out. I have experience with this location and I know they have terrible customer service, but this experience takes the cake. Uhaul will have to be half the price of the competition for me to consider using uhaul again.
It was absolutely terrible service, inexcusable, aweful, shameful service.
Would not refund me for faulty ratchet straps I had bought the day before, was waiting 30 mins before someone came to the front to assist me
This was my first experience renting a trailer, it went well. I was late to pick the trailer up and called in and was told that it wouldn't be any bother at all. When I arrived the staff was very helpful and answered all of my questions quickly and efficiently and were very personable. The trailer was clean and pulled well and for the money you can't beat it.
I have used this location 2 or 3 times and it is the same every time. One person checking in all the customers and a lot of grumpy people because you're waiting up to and sometimes more than an hour to get your rental. Not good!
Train your scheduling and logistics people better and teach them customer service skills. They are lacking in the costumer service area monumentaly.
Employees were great but they need more help on busy weekends.
The amount you charge for fuel is over the top. The unit I rented was on the mark when I left the fueling station by the time your employee checked it in it was a little short of where I had rented it at. Less than a gallon of gas does not cost $17. Charging this kind of rate to someone who rents from you every month is simply unexceptable and seriously makes me reconsider who I choose to rent a truck from in the future.
We really enjoyed the interaction of the employee who checked us out and back in.
Bad communication. Did not go over my final bill and exact information at the end. Had problems with the truck and had to stop at another location for them to look at it and help. Did not explain the gas situation before and was rude about it at the end when I asked about it.
I was there waiting for a long period of time until my brother went outside looking for some one. So having an associate in the service desk will be very helpful.
More staff, was a very long wait
Maybe just sweep out the back of the truck where some dirt accumulates, everything else was good, the cab was clean and the blankets were too. Very good staff. Fast service.
Great service but really expensive
Appreciate being able to rent a pick-up truck. Only complaint was having to wait. Seems like everytime I go to U-Haul there is a long wait. When returning the truck, my son got there before me & turned in the keys, but I had to sign to get receipt. Should have only taken a minute - but was about 15 minutes to wait for gentleman in front of me. Other than the wait, I am very satisfied!
I had received confirmation for a 26 foot truck, when I arrived there were NO trucks available. I had to settle for a cargo van that cost me both time and money since I had to make multiple trips. I am not happy and will most likely look at a different rental company when I move next time.
ELIEZER, MANNY AND THE YOUNG LADY THAT HELPE, DID AN EXCELLENT JOB. THANK YOU!
It was a deluge that day, I had asked for a pick up to move a mattress and bed board. The winderful customer service rep changed me to a cargo van to help us keep the mattress, et al dry and useable that night. Awesome service.
The process to pick up,was kind of slow,because there was only one employee at the counter,but the return was really fast,good place to rent a truck over all.
There weren`t enough counter staff when the line got long. I ended up waiting close to 30 mins for for something that only required 2 mins to sort out.
Very frustrating experience.
Trying to rent a trailer for hauling a Polaris Ranger.
Gave dimensions of unit and wheel bases for trailer selection. Sales agent tried multiple times to use an auto tow and kept asking about moving. I had to keep reminding agent we weren't moving and I needed a trailer with a ramp to haul the ATV. A 9x5 trailer was first set up then when I told agent is was too short a 6x10 was written up. When we showed up to pick up trailer we discovered that the unit wouldn't work because the opening at the back was narrower than the ATV. We had to scrap the whole deal. It would have been so much easier if we had been told a the beginning about the opening size being narrower than the trailer especially when we had emphasized the dimensions of the ATV.
Thanks for asking. Normally we have had good service with U Haul. This was a fiasco.
The manager was above average, curious, efficient,
polite and an asset to the U haul name and company.
After driving over 100 miles to the pick-up location (which I am still fuming about and will think twice before using UHaul again even though you have always been my go-to rental company in the past) they gave me the truck with 1/4 tank of gas, no washer fluid, and poorly adjusted wipers. So the first thing I have to do in a truck that was bigger than what I requested is maneuver around a crowded gas station. The person who waited on me was barely cordial which only added to my displeasure with the entire pick-up experience. It took over a 1/4 tank of gas just to get the truck back to my starting point. I had to drive over 1,000 miles in a truck that was much bigger than what I had requested so not only was it more difficult to handle but I'm pretty sure I spent a lot more on gas than I would have with a smaller truck. So overall, the truck itself was fine and I got used to the size but everything else about the rental experience was maddening.
The original location did not have the truck size (26') that i reserved a week earlier. On top of that i was even texted and called by Uhaul confirming the 26' truck was indeed at the location (Freddys Trading Post) and ready for me. When i arrived, the owner of the location informed me that the truck was not there, and that i should have received a call to inform me that they did not have that size of truck. He then proceeded to inform me that he was having internet troubles and could not go online to rent me one of the 20' trucks that he had in his lot. He made several calls and eventually called the main location in Pasco and they re-routed me there. Now i was already behind in my moving process and had to drive all the way across town to get a truck. Keep in mind that this was still not the size of truck that i reserved WITH CONFIRMATION. The office offered me an additional trailer, but that did not suit my needs. They were accommodation at the office, but the overall experience was very disheartening. I have used Uhaul services several times in the past and have had a good experience. This one however was very bad. Hopefully this review will help you to take care of the issues that are there.
Manny and his staff were by far the best part of my move!
I would never recommend this place to anyone, they are thieves and they have their little system well planned, you go pick up the truck from one employee and when you return the uhaul someone else is ready to tell you that you drove over 50 miles more than what you really did, when you say no I did not, they answer that is what shows on the system. it doesn't matter what you say in your defense they steal from you. This happened to me. Edelmira Ochoa.
after being directed to drive around the back i waited for ovr a half hour before i went in and asked if someone was coming out to hook us up, the person at the front counter was on the phone that did not sound like a professional call and i went out and waited another 15 before i went back in and he called someone over the radio to go out back to jook me up. when the guy came out back it started to sprinkle and he commented how much he loved the rain because he didnt have to work. being the only u haul gives you some ability to relax professional standards but that was too relaxed
I think my experience overall was good but I think they need more counter help maybe the return and pickup wouldn't be so long. I realize that's a good way for control. But I am sure there is some one there could be more on the counter.
This location exemplifies what I have come to expect from U-Haul from the many moves I have done in the last 30+ years. Good ole fashioned customer service, help with hitches and wiring, safe reliable equipment, knowledgeable guidance and reasonable prices. It's great to see how they have evolved and expanded to include other services such as "u-pack they ship" containers and connecting you with move helpers—plus the online reservations make it a breeze. U-Haul is the gold standard for the do it yourself movers.
Looked very clean and well maintained. Staff was friendly and helpful.
Lower prices don't put a mileage requirement on or take out the mileage cost and have more pickups and cargo vans with trailer hitches I went to get a pickup which would in all I would have needed or a cargo van with a trailer but I couldn't get one because they're already committed so you need a lot more pickups and cargo vans with trailer hitches thank you bye
Internal company disconnect. Reservation, follow up email, and employees stated different info. Entire day went past ubox delivery with no contact. Destination delivery date is a now week behind.
Reservation and Confirmation of the pick-up location was identified as Pendleton Oregon (67 miles from Pasco). We had travelled to Pendleton from Bend (250 miles) the previous day. On the way into Pendleton late Friday afternoon, we called the Pendleton location to verify the truck was there and were told it was. (Oops)
We found out that Pasco was the new pickup location the same day we were to pick up the truck in Pendleton. Needless to say, we had to do some pretty good scrambling. I spoke with several UHaul Reps via phone on Saturday but did not get much empathy or help regarding why the venue was changed. I was also told that UHaul never guarantees a reservation outside of 24 hours (news to me). If we had been unable to travel to Pasco that same afternoon, this experience could have had a horrible ending. I still do not understand why I was issued a confirmation number for a truck location that UHaul did not 'guarantee'.
Not on a weekend, there was a line of 15 + and you only had one cashier and one yard guy. While they were hustling it still made for a very long wait.
Short staffed with no explanation on returning same day. Would have liked a discount for returning the truck in 4 hours instead of next day.
Have to wait more than 30 mins before finally getting the vehicle.
wash the truck before renting it out
Everything was fine in CA, but once we got to Pasco it was a disaster. We had hired movers at $125 per hour, and had to pay an extra $250 due to issues at Pasco U Haul.
I was told to drive out back and someone would meet me there to hook up the trailer. I got out back and waited 20 mins. No one came so I sounded my horn for 5 mins straight until someone finaly came out to help
NOTHING! Manager Manuel and all his staff were the absolute BEST! Our moving was due to a stressful change in our lives and they created the perfect environment to help! Great job! Thank you!
Excellent service and great people to work with. I was very happy with my visit and will go there again.
My only disappointment was that there was no CD player for me to play my book on tape as I travelled. Over-all, I was happy with the experience.
Chris in Pasco did a great job getting me on the road through some difficulties.
Manuel and Christopher were especially awesome. We also had another manager that checked us out at the end of the day who was wonderful. The first time we checked in the front desk person (female) complained about everyone and everything. She barely made eye contact....she could be in a video about how NOT to deliver good customer service. Thankfully everyone else was absolutely marvelous
Front counter lady was a bit unfriendly and acted like the customers should know what they are doing. Yard guys where great and friendly, out going great customer service.
Pick up was slow. Needed more people at front counter. Plenty on employees can in and left but never help the line of people. Drop off was awesome. Quick in and out. In my opinion the over all cost is to much. Charging a daily rate and a mileage rate as high as you do makes it hard for someone on a budget. I would of made more trips with the truck but didnt want to have to pay for more miles and plus gas. I had to use my personal rig to haul the rest of my stuff. I think if i have to pay for the miles i shouldn't have to pay gas on top of it. To me its the same.
Great service, gentleman was very nice n helpful
My only disappointment was that I was told that the truck I rented would move a 3 bed house. It didn't. I moved all the way across the country but had to leave some of my stuff behind. Maybe a disclaimer about having a professional pack it with your perfectly matched boxes. When I think of a 3 bedroom I think 3 dressers, 3 beds, 3 night stands, couch, love seat/chairs, dining table. I only had some of this. 2 beds, no table.
Get the manager some more help
Signage indicating that the yard guy can check you in when you return equipment. I pulled right up to the correct spot then headed inside to wait in line. fortunately he saw me and flagged me down but if he hadnt I would have stood in the inside line . FYI the return guy was very nice and fast great system
Very friendly and professional customer service. Good job!
Your computer system is too slow. your workers stand around waiting for it to respond. Keeps customers waiting. The employees are great!
The handling of the miles was not very well explained. This location was not in charge of doing this, however. When I received the call to set the pick up location, the lady who called me said she was going to update my miles since I had to pick up the track in a town 1 hour away from where I was because there were no more trucks where I was.
Today, I received an email charging me for extra miles when the guy at the store where I picked up the truck had charged me the original amount the day I picked it up. I understand the whole extra miles stuff, but I thought it was already added to what I paid.
They didn't tell me I was going to pay more.
The lock loop was broken so could not padlock it correctly but overall the guys did a great job taken care of me Thanks again to Manny
Repair damaged equipment instead of just placing a small "X" sticker on it. Don't overcharge your customers an additional day.
Lousy attitude of young lady at the counter. Like she was doing me a favor to help. If I had a choice I'd go somewhere else.
Need to hire more pleasant people I only had my truck less then 4 hours no discount no thank yous
Not to avoid the question but I can't think of a thing the staff was very easy to work with the equipment was in top shape and they have everything ready to go I wish all my transactions went this well ! Thank You U-Haul Moving & Storage of Pasco
Nothing everyone was curtious and friendly we always choose this location because of its great customer service :)
I was told to go pick up my uhaul @ 1 location. Then when I got there i was told I had to go somewhere else because they gave my truck away to someone going 1 way. And that 1 ways have president over my in town regardless of my reservation. I will never use uhaul again. And I will pass this msg on.
22 minutes on hold is a bit excessive.
You person Hispanic girl works behind counter. She is very very rude. When she's working I hate to go when I see her can't stand how she treats customers. Wanted to tell manning the manager never had the right time.
Employee was rude and unhelpful. We paid way more thanews was necessary. We were charged for 3 days and only used one. No refund was givin. Way over priced.
Edgar was AMAZING! He was only 1 of 2 people at the store at 4 pm on a Sunday with a long line of customers and drop offs coming in one after another. He was worried that he wasn't able offer better one on one customer service being the sole man at the register!!! Now that is a wonderful employee! After I told him that he had handled everyone excellently and to do something nice for himself after work, he told me it happened to be his Birthday!!! He is a keeper!
Was scheduled to have a 10x15 OUTSIDE DRIVE UP unit. It ended up inside and cost me an additional hour of my paid movers time. Took too long to check into unit as well.
They saved my move and we're really helpful
trailer had a non-working light, held me up for 1.5 hours to fix, light went out again late at night when it was most needed.
online & telephone customer service was great.
discount for light not working would not have been turned down. very inconvenient on pickup & drive home.
They were completely unorganized. I waited 20 minutes in line to rent a trailer. I was told to go outside to the back of the store to hook it up then come back in to do paperwork. The trailers weren't in back, they were in front. When I went back in I had to wait in line again. Finally the girl recognizes that I am next, tells a coworker but he takes the other people anyway. He spent over 10 minutes with them, even though they didn't have a reservation and couldn't rent anyway because everything was already booked. Finally, I am helped, the girl tells me it has to be back by 1:00 and clean. My husband informed her that the trailer is not clean now. By the time we left it was 1:25. We spent more than an hour to do what has only taken at most 15 minutes at other locations. Even an employee told my husband that the inside workers don9have a clue whats going on. He stated that they will only hire lot workers for part time so they don't have to pay insurance yet they are repeatedly working over 40 hours.
Change the three person/contacts needed to two. I'm married with no children yet I was required to furnish three contact phone numbers. This was really not a good policy. The process takes to long.
These guys went above and beyond. So helpful during check in and such knowledgeable staff. Will do business with these guys again. Jose was GREAT!
While my experience was fairly smooth, I as a customer service professional, was appalled by the treatment of the elderly customer in front of me. The female clerk was short with her answers and didn't attempt to explain anything that the customer seemed to be confused by. She seemed more preoccupied with talking to her other coworker, who was standing there not assisting any waiting customers, and laughing than helping the customer. It seriously turned me off to this particular uhaul location. I have never had an issue with any location before, but this particular employee definitely made your company seem less than customer friendly. Now, the employee who did help me was incredibly helpful while assisting me and fast once I was helped. He's the only reason this location is simply rated below average rather than poor.
Very friendly an helpful staff.
The team was really good to work with. Jose specifically was extremely helpful as we cleared out our storage unit and used a rented van to load oup all our stuff. Thank you!
Horrible!!!!!! Just horrible! Horrible service, Followed With Attitudes. Key codes not working. And more attitude thrown because customers request help. Unable to even find reserved units as well
Manny Is Great CS Manager
Estoy muy satisfecho con el servicio.
Had upper most respect in my needs. Always a pleasure to use facilities, manager excellent customer service
Very friendly and helpful
Manny Provided great customer service.
stairs no elevator.Access from one small door was difficult to unload or load items,especially for people with disabilities like myself,poor lighting bottom floor.Staff was great expecially Mannie.
great customer service by all I encountered!
Manny was extremely helpful and a pleasure to deal with.
Other than the lack of 24 hour access at a higher fee, I was satisfied with the transaction.
Everything was great. Very helpful.
knowledgeable staff and communication very poor. Is this a new program or something for the 4000+ I gave Uhaul for this move service should have been excellent and top notch.
I appreciated the help given to me with such short notice. Unis, in Alcoa Tennessee was extremely accommodating and friendly.
Manager Manny Ponce is one of the best. He makes sure customer service is always top notch!!
I was a little frustrated with the pick up process the hours were rather restricted for getting the box loaded onto the rental trailer.
But the staff in Pasco was very nice and very helpful.
Our U-Box was delivered late and we were not updated by any means. We have to postpone the unloading because the late delivery disrupted our schedule.
My only complaint is that my delivery was not when stipulated and I was not informed of the delay until it was on its way. About 5 hours of my day was spent pacing and wondering what was going on???
Very clean and accessible. The parking system could be really thought.
rates - increase too often....too much...Staff location are great - will see how this year goes......i.e. : 5x10 is posted as $45/mo.....paid $50/mo.?..now $60/mo.......!?
experience was great manager was very nice and helpful
We have used U-haul storage for at least 3 years and have been happy with the service and prices. Will use them again in the future if needed.
Manny and Leo where so sweet i will be bring business back to them and i wish there where more guys out there like manny very sweet and cute
Very good experience Manny is very professional the staff is pleasant and willing to help. Never once experienced bad attitude or inconvenience
Used them for about 6 months and I don`t have any complaints. They were friendly every time
It was fantastic. The staff was very helpful and friendly.
had to wait 3 hours for my boxes even when I called to make sure they were there, Manny lied to my face thankfully a regional rep was there, Jennifer saves the day
Manny the GM was very helpful. UHAUL is a corrupt organization that double charges their customers and then holds their household goods hostage. I will never use you again.
Staff was friendly, but place seemed understaffed for a busy Saturday morning. It took over an hour for my Ubox to be brought to me. Manny did the best he could for the amount of work he had.
Outstanding customer service.
Staff was very helpful. Some of the boxes needed repair work to make usable. But everything turned out ok and I would use this service again
The facility incorrectly presented its product resulting in overcharging and erroneous posting to my account. Too bad you don`t allow enough characters to let me explain...
The facility was top-notch. The people were not that friendly nor did they help me promptly - they stood around talking one time for a full two minutes while I stood there waiting!
The staff at Pasco was friendly and helpful. But, my phone calls were not returned.
The Ubox program switch was brutal! I made an extra trip back to the UHaul location on both ends of the rental.
It was near impossible to get a hold of staff to schedule a pickup, or even pay my bill.
Communication between the 800 No., the store and the computer system is an epic failure!
I was impressed with U-Haul. My current job contract is up in five months and I will be moving on to another job in another location. I am planning on using U-Haul to make my move.
staff failed to inform me of the electronic card swipe needed to enter my unit. the manager informed me the day i moved out
The manager Todd is phenomenal and went out of his way to help us when we arrived just after the doors locked for the night. I`m 9 months pregnant and needed access when I arrived.
This location was a pick up of a U-Box shipped from a Las Vegas, NV location. I was very happy with the help we received from the Pasco location when it came to scheduling the picking up our items.
Everyone I talked to was Great. I had to change the date of my move and Dave at the 800 number was very helpful. If I move again I will use this service.
Customer service provided by Manuel sp? was EXCEPTIONAL. He was friendly, professional, efficient, and very helpful. It was a pleasure to do business with him.
u - boxes delayed for 3 more days
Was going to rent a 5x8, but saw the U-box got that instead. Excellent service in both Albuquerque Pasco.
The facility was well lit and conveniently located. The staff was rude and unhelpful.
I had to pick up my boxes 25 hours later than scheduled because of an incompetent staff. I will never use this or any other uhaul service again.
I have a lot more than the 200 character limit to speak on for the Pasco location and it`s not anything positive.
I have consistently had problems with this location. Closing out my entire contract instead of removing 1 storage unit. Calling useless
The only real negative about Pasco is they are Horribly understaffed and the wait was 2 hours or longer every time and unfortunately makes a good experience bad!the crew was GREAT!
1Billing was messed up
2Took a month to receive the shipment that was to take 10days
3Box and contents damaged now dealing with insurance.
NOT A FUN EXPERIENCE
The U-box was perfect. I was able to load it at the U-Haul location near me and it was delivered timely and in good order. I would recommend this to my friends and family for their moves!
Bit of a dispute between two employees as to which one`s turn it was to provide service to the customer.
The staff was friendly and tried to help us overcome the bad in route experience.
I was absolutely satisfied and happy with the service on the Pasco end.I was not happy at all that it took two weeks for the boxes to be picked up on the Indiana end.
Calling to make initial contact was a pain. I should not have to call 22 times before getting through
he staff was helpful when I moved out. The facilities computer systems, however, did not function well. My contract was not closed out and I was charged for a month after I vacated.
My experiencr with uhaul in Pasco was very unsatisfactory. I havenever had such an aweful experience and I have used uhaul several times.
The U-Box is the way to go! Our stuff made it in a timely manner and in good condition. I didn`t like being placed on hold/transferred at least 6 times and not getting a call back for over 8hrs.
Friendly, prompt, and helpful staff. They went above and beyond to help us with getting started with the high wind conditions.
This U-Haul facility is ran by experienced professionals. Joe and his crew know there stuff. Thanks guys!
Poorly informed by person over phone about storage unit location in climate controlled area. It was 300 feet from the entrance to my unit.
Service was great. I had to wait a while on a couple of occasion but that can be expected when the place is busy.
I wish you have more space service was great
Outstanding service by all personnel. Was a great experience working with the people at this location.
Using the storage at u-haul was very easy and painless to use while moving. The customer service was excellent and the added features made storing stuff easy.
We had to move and pack the U-Boxes since this location is not fully delivering empties yet all went as planned and it was a successful move. I`d recommend this location and the people there highly.
Everyone was very helpful and professional when dealing with them. Thank you all!
I had reserved a climate controlled storage unit from Bend OR before I moved. Upon arrival, no unit was available that was climate controlled.
Fiasco since the day we booked it- U- Haul advertised Inside storage, delivery by truck to my door, ease, etc etc...could not have been farther from final product
Pasco office was unreachable. Rarely was able to talk to them instead of getting forwarded to a national call center and never received calls back from Pasco office in a reasonable time frame.
I`ve used this facility for rentals and storage and gotten excellent service. The staff is well trained, courteous and helpful. I would highly recommend others to use this facility.
Worst customer service experience of my life. I would be glad to go into more detail: 512-569-8827
They were professional and provided great customer service.
Everyone was very friendly and helpful. Facility is very clean and very well maintained.
Great Location and customer service
Made res. online. Never received a call. Called Uhaul, but was impossible to get a person. Had to go to the store and even then it took another hour to get the box delivered. Horrible experience.
The staff were friendly and attentive. The storage was accessible, clean, and secured.
Extremely well cared for facilities. Helpful staff.
From the first time I went there It felt shady. While some employees were very helpful some lacked any customer service skills.
The rental process and access to the storage unit was very easy.
Anytime I had a question the staff was always willing to help.
Great Place! Staff Could Be A Little More Respectful Though!
Letting U-Haul ship the container made moving much easier. Renting a truck and driving it as well as a car across country would have taken two people and twice as much gas to make the move.
The representatives were friendly and tried to be helpful, but they need additional training on how to enter the information into the computer.
Terrible customer care. Poor in-transit info available, and then stuff ended up 100 miles away from where they agreed to ship it.
Terrible customer care. Poor in-transit info available, and then stuff ended up 100 miles away from where they agreed to ship it.
The staff was very helpful and friendly.
The staff in Pasco was amazing- helpful, knowledgeable, and friendly. Big kudos to them!
The personel who helped me were very courteous, professional and and made my experience a smooth and easy transaction in every way. Thank you all!
The process went as expected. It is a great way to move, if you don`t have too much stuff!
THANK YOU, JOE, DOUG AND MANUEL. ANYBODY ELSE INVOLVED, THANK YOU TOO!
convenient location. very secure.
Staff was very helpful and friendly. The facilities were very clean.
Communication was not great. Had to change phone numbers online and cant find my other authorized users listed anywhere
2 locks were broken off of the latches during transport. Therefore, the security of my belongings were compromised. The employees at U-Haul of Pasco, however, were great to work with.
Very friendly and very helpful staff. Keep up the good work!
The staff was exceptional Great experience.
I have used uhaul in the past and every time it has been a nightmare, except this last time. Its been at least 3 years since. I have nothing but good things to say about this last experience.
Only problem i had with pasco u haul, well it wasnt really a problem. Every time i called, it took forever for someone to answer the phone, no big deal though
Need more help in the mornings.
Not a 24hr place. You have to get a key to the back down every time you go there.
Still have no idea where my uBox is.
Pleasant experience.Great customer service.
It was ok, but alarm kept going off, while we were getting some things a few times. We had swiped our card before entering even.
I had a wonderful experience with the storage rental. However, I had a negative experience with U-haul rental.
The young man who helped me was extremly friendly and helpful. The facility was extremly clean and organized. My unit looked brand new.
Douglas Morgan went above beyond with his friendliness, helpfullness, customer service. He diffused a stressful situation for my family.
Courtious customer service reps. Timely and responsive help. Will recomend storage units.
It took me 20 calls to finally get my u-box delivered. I do not know why it is so complicated. The management at Pasco is a mess!!!
very friendly and helpful staff thanks
convenient location, clean and good service
the help at the Pasco office was great. The whole crew was helpful and professional. Manuel was especially supportive. thank you.
We had a very good experience with the Uhaul services and the associates were knowledgable regarding all the services we required. Thank-you.
Thank you for your wonderful customer service. Special thanks to Joe Bass for his expertise and information during our recent move to the Tri Cities area. I
better experience than the last uhaul storage i rented
affordable and convenient !!!
joe and the team in pasco fulfilled my storage needs
thanks for the great service !!!!!
The storage as expected. Very clean. The guys are exception when it comes to helping me setting up all the stuff that I needed for the move and storage.
The gentleman that helped me was exceptional. He could not have made the transition to a new town easier. Thank you so much!
Great customer service, quick and efficient!
Easy online set up, funny and nice cleaning lady, good customer service from everyone . no complaints
You have an amazing team here!Joe is great! Easy to talk to, very accomodating. As a single mom I really appreciate that. The guys r so helpful friendly.Thank you for all your help!
Cust svc rep was very courteous. However, no NON climate-controlled unit avail in my size. Paid $10/mo xtra w/long walk. Very clean and secure.
Manager was fine, but the guy helping us check in and get a storage unit seemed to be stoned or asleep. Didn`t know what he was doing, took over 1 1/2 hours to get checked in.
I feel that when I just paid storage a couple of days ago and then closed it out, it`s a joke there is no proration!
great experience... great management
I just wish there were more access doors from the outside to the inside or there were shorter routs to some of the units.
Understaffed..... very slow in processing because of incoming clients.
Very polite employees in Pasco and Yakima, easy to work with, neat and clean
It was good. Ester is a great help to us. I highly recommend her manager over the one that is there.
So far we have been very impressed with the whole facility and helpful associates. The only complaint we have is that we`d have to pay extra for access anytime, not just during office hours.
The storage facility was an unbelievabler maze it would take me hours to move my belongings into an out of storage. ONLY ONE ENTRANCE TO THE FACILITY MADE IT VERRRRY INCONVENIENT!!!!!!
Hallways are narrow for moving some items to the interior unit we are in.
Very friendly staff. My stuff was secure and safe.
The staff managers told two different stories. I was called a liar, was completely disrespected by the manager. The facility says it is climate controlled, now having to rewash all that was in there
Staff was always helpful, items were secure, i even left my unit unlocked by accident for a week, and it was never touched. Units very clean!
i got a good offer to get into u-haul storage.
We felt good about leaving my father`s things there for the time we needed it. The first month was free because we rented a U-Haul truck from them.
The Mexican lady there had the best customer service I have ever had anywhere! I recommend her for managment! I believe her name was Ester!
Joe and his staff were awesome! It was a pleasure keeping my things there!
female who works there not attentive nor does she pass on messages. and very slow service
I was very happy with my experience.
We were assigned to an outside unit as we requested, with easy access.
We were very pleased with the personal service and quality.
The facility was so clean it sparkled! All but one of the staff were very friendly and helpful.
the staff was helpful and informative. They made sure I understood everything before for I left the facility and said to call if I thought of anything later. Your staff was awesome
It took 45 minutes to get through the front desk paperwork. 3 other customers waited at least that long as well. Not enough experienced staff available to man the front desks.
The sales associate was very helpful with everything, from renting a moving van to finding a storage unit
the staff was very friendly and efficient. They answered all of my questions with out hesitation.
needed more customer service
The people were kind and helpful.
Very good storage facility, rather expensive though compared to others in the area.
the only thing i wish that you all would fix is the machine that make the pass cards forthe self storage it does not work. the man behind the counter tried two times on two differnt days
I`m very disappointed on my storage rental. Given specific prices but after I signed the agreement I noticed I was charged more. Fees should b n writing explained b4 signatures,not afterwards.
Checking in/out was a very very slow process but the staff facilities were both good