Customer Reviews for U-Haul Moving & Storage of Pasadena

Rating:

1.0

Change manager please

Rating:

5.0

The gas tank was on empty and I brought it to the attendants attention, I was told that it read 1/4 tank and after showing him it wasn’t he insisted there was a problem with the gage. After close to an hour trying to render the situation, I realized not only was this going nowhere, but I was running out of time. So sad‼️

Rating:

5.0

Easy, fast, professional.

Rating:

1.0

The amount I was charged was not the original quote I received for a 15ft truck I was charged double instead. This needs to be adjusted immediately.

Rating:

5.0

Reservation and pickup is super fast!

Rating:

5.0

Staff was experienced and helpful

Rating:

5.0

You have good staff, especially Jenny

Rating:

3.0

Direct the customer to the rental assigned to them instead of to the whole fleet where they have to check multiple cars where some have serial numbers posted on the front and some are on the rear. App was not connecting after my visual inspection, so I drove off the lot but the vehicle had less gas than was marked on the form (which I could not see until I arrived home and downloaded the contract. I turned the car in after use and several days later record a message that I owed fuel.

Rating:

1.0

Payment options

Rating:

5.0

Manager helped me notate the account that i had problems with my truck rental

Rating:

5.0

Jim is great to deal with.

Rating:

3.0

Staff were competent, but not particularly friendly. On previous rentals, the representative walked around the truck with us. This time we had to use the app and do it ourselves in the rain. The app was fairly straightforward, but it did not allow us to back up if we needed to redo any pictures. We had to start all over again. One really annoying aspect of this visit was that the truck parked next to ours was so close, that we could not open the driver's door. We had to go through the passenger door and climb over to the driver's seat. Since the side mirrors of the two trucks actually overlapped one another, we had to close one and one of us had to direct the other in backing the truck out of it's space so that we could take the pictures and do the inspection--all in the rain. This whole process took us 45 minutes. It did not make me want to rent from U-Haul again.

Rating:

5.0

Staff is very helpful and courteous.

Rating:

5.0

It was a breeze returning the trailer. One agent checked us out while the other unhooked the trailer.

Rating:

5.0

The return policy was also very easy and convenient. Thanks

Rating:

1.0

I reserved a 10' truck 2 days before pick up and called the store twice to ensure everything was set since I was picking up the truck that Monday at 6 am through their mobile app & wanted to know where to park my car. The app allowed me to make the reservation for 6 am at this location and I had a screenshot of the 6am reservation. I got there at 6 am and the app was not allowing me to get the truck on my own. I called Uhaul 800# & spoke with Steve first, he said it was not set up for me to pick up via mobile app. He gave me a different # and said to call & ask them to set up. No concern or care from Steve. I called 833-399-0504 & spoke with Marieta & she said that location does not allow for mobile pick up. I explained that I had a screenshot of the 6am reservation and that I had called and confirmed my reservation over the weekend. Marieta was not very friendly or helpful and showed ZERO concern. She said she'd transfer me to someone who may be able to help but did not and only changed the reservation to show 7am pick up (even though I told her I had a screenshot of my reservation). I had to call the 800# again and explain my story again to a 3rd person, Christie and she was helpful, kind and showed concern. I told her I can now see someone at their store, it was now about 6:35 am and was knocking but the manager was not answering or opening the door. I asked Christie to plz call that location and explain to them what had happened and to plz help me. She was able to get through and said that was the Store Manager. He took another 15 minutes to help me even though he could see me. Christie was kind enough to offer to stay on the phone until he finally came out. The store manager (older white man) never even apologized for their error and said someone will be setting me up so I can get the keys to the their truck through their mobile app. I told him, to please just give me the keys, I had already wasted almost an hour. He still made me go through the app. I was going through the app right in front of him and told him it was not working and he said it was probably my phone or wifi. I kept showing that my locations was on and that it showed Uhaul but he kept insisting for me to keep going through all the steps on the app. Finally it worked. VERY FRUSTRATING. I wasted one hour with ZERO concern from the Store Manager himself. He never apologized and showed no care. I did ask him for a credit which he said he would provide but again, zero apology and just pointed to the truck. He should have given me keys himself, walked me to the truck and not made me go through all the trouble of going through the app. VERY UNPROFESSIONAL. He also said that it was probably not set up correctly because I had made the reservation after hours and explained that I had made the reservation at 6:45 pm on Saturday "2 days" and 15 minutes before their closing hours. Very disappointed. I have had a great experience at other locations but the unprofessional customer service from their own Store Manager at this location speaks volumes.

Rating:

5.0

Although the prices are decent, I do wish they were a little lower. Other than that had a good experience. Thank you.

Rating:

5.0

Excellent Service

Rating:

5.0

Customer service was great! The lady that helped us was awesome!!

Rating:

5.0

The employee who helped us check in was outstanding. I wish I could remember her name to specifically give her a shout out.

Rating:

5.0

Staff kind and patient!

Rating:

5.0

Good service friendly customer service

Rating:

5.0

Shana was extremely helpful and lovely to deal with. Thanks so much!

Rating:

3.0

This truck smelled horrible like an ash tray. I had to drive with the windows open. I’m sensitive to cigarette smoke smell.

Rating:

3.0

This comment isn't in regards to this location particularly, but more so the app/check-in process. The employees who helped me at this location were very kind and tried to be as accommodating as possible, but the check-in process was an absolute nightmare. What I thought was supposed to be a quick and easy check-in turned into a 30 minute back and forth between the employees there and the customer service representative I had to call. Aside from being re-routed from San Gabriel to Pasadena, when I checked in, they said I had to finish checking in through the app on my phone, but nothing in the app prompted me and they said they couldn't give me the keys unless I finished the check-in process. I had to call someone from U-Haul to help me over the phone, but they just told the employee helping me to cancel my booking and rebook it. Because it was a last minute booking, the rate ended up being higher, even though I switched it from a 15' truck to a 10' truck since it was available. The only difference was around $6, which I wasn't happy about, but felt I had no choice because the process was already taking so long that I just wanted to get out of there. The app is terrible and inefficient, and I felt like I overpaid for a same-day last minute booking that wasn't my fault. It wasn't this location's fault AT ALL and they did their best to provide a solution, but overall it felt like I wasted time and money when I thought pre-booking online was supposed to be easier.

Rating:

5.0

I think you guys have it nailed with this location. Just give Shanda(sp?) a bonus or a big raise!; this Uhaul rep has been super pleasant, patient, and extremely helpful every time.

Rating:

4.0

I am always truly satisfied, Whenever I use Uhaul. They are always friendly and informative. The Pasadena office was very helpful .

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

Pleasant and helpful experience all the way around! Great location and wonderful staff!

Rating:

1.0

The sales person person that assisted me, was nor friendly, no personal professionalism, like if though he's not happy with his job,roll, or assignment. And towards the end just because I was a little late on my return..he charged me for another day, that's abusive. The last rental I had before was with Enterprise. And experience was far more professional, they also-let customer's park thier cars inside a locked parking lot..also you're company allows illegals to harass customer's outside. Please call me to discuss a refund on an extra charge.

Rating:

4.0

Good customer service. Genny is very good. Patient. Service is awesome

Rating:

4.0

Fix the computer/ software system! Crashed systems in both pickup and drop off locations. The personnel were great, professional and courteous. They all struggled with the failing computer systems.

Rating:

5.0

Very good

Rating:

5.0

The team was great! I dropped off my U-Hual truck. The team was friendly and welcoming. Happy, the process went smoothly in checking out.

Rating:

1.0

Car broke down and they don't want to refund me I have videos and pictures of truck not operating I need my refund

Rating:

5.0

All good! Keep it up!!

Rating:

5.0

The reservation and checkout process has far too many screens/steps and up-sells. It’s insulting to the customer. I had to tap “no, I don’t want this” at least five different times. I also received about 7 emails for this transaction. That’s crazy. 1-3 emails max. I don’t want 7.

Rating:

5.0

Employees were very nice and helpful. However i feel the pickup truck should be washed & sanitized. River-mere and windows were dirty. Overall I’d go back, they had full stock of moving equipment.

Rating:

1.0

The rental I had was bad so I was forced to switch out after paying for movers to load the truck I took it back and no good customer service from the staff and Manger was very rude and advised me that they will not be able to compensate me After losing a half day of work Bad bad bad Manger

Rating:

5.0

U-Haul is always my goto

Rating:

5.0

Great service and equipment!

Rating:

1.0

Vehicle transport was not ready when I arrived. I was not notified prior to arrival that the transport had a flat tire. It delayed my departure and weekend by a whole day. Flat was repaired and I was called 3 hours after my reservation time.

Rating:

5.0

Excellent

Rating:

5.0

Everything was great. Very easy and convenient experience. Thank you.

Rating:

5.0

Easy to reserve online the day before, easy check in and return

Rating:

2.0

Van was typically clean and in good shape. Almost no gas, though - low enough that the gauge warning light was on, so I made two trips to the fuel station today instead of the usual one. The self check-in and check-out process was lengthy, more than it was when I used it last year, lots more photos to take and some glitchy-ness of the app being the main delays. it actually took longer than with the traditional human UHaul employee helping - 30 minutes to check in, and I still had to get some help from the counter to complete the process. Checkout was faster, but still longer than a UHaul employee helping.

Rating:

1.0

Was redirected to 3 different locations on moving day. Original location and 2nd location had no one working there. Was charged for hours I didn’t get to use because of U-Haul sent me to incorrect locations

Rating:

5.0

Good customer service!!!

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:

4.0

Your crew rented me a 20-cab truck with the tank empty. I couldn’t make it to a gas station 2 miles away from your facility so I had to use your roadside assistance. What a waste of time and money for both you and me. Not sure I will rent from U-Haul again.

Rating:

4.0

Very helpful

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.