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Gayani NenagodaCustomer Reviews for U-Haul Moving & Storage of Pasadena
Testimonials From Recent Customers
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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.
Mark RippeonStaff is very helpful and courteous.
Eric Ramirez | Expérience généraleIt was a breeze returning the trailer. One agent checked us out while the other unhooked the trailer.
John DiLoretoThe return policy was also very easy and convenient. Thanks
ROBERT BEDROSIANI 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.
Tania PalaciosAlthough the prices are decent, I do wish they were a little lower. Other than that had a good experience. Merci.
Cesar NarvaezExcellent Service
Hector RomanCustomer service was great! The lady that helped us was awesome!!
Christy WhiteThe employee who helped us check in was outstanding. I wish I could remember her name to specifically give her a shout out.
Lisa AmosStaff kind and patient!
Dana CarneyGood service friendly customer service
Luis AnayaShana was extremely helpful and lovely to deal with. Thanks so much!
Alison KormanThis truck smelled horrible like an ash tray. I had to drive with the windows open. I'm sensitive to cigarette smoke smell.
Scott HollowayThis 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.
BRITTNEY AUI 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.
ARYE GROSSI am always truly satisfied, Whenever I use Uhaul. They are always friendly and informative. The Pasadena office was very helpful .
Joshua HasseyI 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.
alfonso ruiz | Expérience généralePleasant and helpful experience all the way around! Great location and wonderful staff!
Sara VannThe 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.
Eddie EscalanteGood customer service. Genny is very good. Patient. Service is awesome
Kevin DonanFix 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.
Kelly WineVery good
Ronghui ZhuThe team was great! I dropped off my U-Hual truck. The team was friendly and welcoming. Happy, the process went smoothly in checking out.
Vanessa AldaracaCar broke down and they don't want to refund me I have videos and pictures of truck not operating I need my refund
Miguel HuertaAll good! Keep it up!!
Seth WalworthThe 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.
Julian LevyEmployees 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.
Lorraine BorundaThe 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
Lorenzo BakerU-Haul is always my goto
Robert TomaselloGreat service and equipment!
Douglas WagnerVehicle 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.
FREDERICK MENDEZExcellent
Vincent GarciaEverything was great. Very easy and convenient experience. Merci.
Darnell DonahueEasy to reserve online the day before, easy check in and return
Michael JamesVan 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.
MURRY HAMMONDWas 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
Sean YaoGood customer service!!!
Pedro GrandezI had a satisfactory experience denting the storage . Thanks
Mohammad Shamie | Expérience généraleI 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
SILVER JULIUS | Premières impressionsYour 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.
Tom BlaneyVery helpful
Charles KamulaliI do not like having to confirm pre-rental photos through a text link. For some reason I had problems connecting and it delayed leaving the lot and a separate time when I returned via overnight dropbox. Not sure if it was my phone, but would be nice if both could be done via the app which I downloaded for the rental. Also, was told only on arrival that overnight return was not available. I only had 1,5 hours before store closed and so I had to keep the truck overnight, which I had not planned on doing. Staff was great. Helpful. Cheerful. Competent. Only complaint was really about real time info...
MATTHEW GARDNERGreat staff. Friendly, professional and helpful.
Paul GilbertTrying to do the night drop of was a struggle. Not enough space for the drop off.
Jean Luc MiraldaHorrible. Please call
Leah SchexnayderSalesperson was rude. We told him that we had been sent to 4 different locations, all that did not have our truck as reserved. He was the final location and did indeed have the truck. But he was rude and after having to Uber around for 2,5 hours, it was not great.
Jennifer KaneCabin smelled like sweat, had to drive with the windows down the whole time to let the smell air out. Steering wheel is fraying, I got leather crumbs on my hands after every use. Tire pressure sensor keeps going on even after location put air in the tires. Please treat fleet vehicles with a little more respect
DANZALDY CASANOVAAppreciate the owner Shauna especially Quick process and was able to achieve the goal at hand with the trailer Love the spring latch for easy drop and raising Thanks
Rafael DelgadoI do appreciate the welcoming from everyone. It was the most pleasant experience in this location. Definitely I'll come back again and I'll recommend it!
ROSA GURRIZHERNANDEZI had trouble with the app recognizing my location so that I could pick up and then drop off my vehicle. I do not think the problem was with the physical property/location, but it seemed to be more of an app problem.
Matthew GardnerI was charged for damage that didn't happen.
Aleksei KorovichenkoI dont think it could have gone any smoother
Claudette CarrEverything went smoothly with our truck rental at this Uhaul location. They want you to set up everything ONLINE first, which we did. The truck ran okay but it was obvious that it was going to need mechanical work relatively soon. Otherwise, everything else was just great.
John ImlayStaff 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.
Matt Burrows | Expérience généraleTruck felt a little tired and worn out, but did the job well without any issues.
Emin ShahnazarianShana (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.
alfonso ruiz | Premières impressionsThank You for your acomadations.
JOSEPH BELL | Premières impressionsI 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.
Ramona Prater | Expérience généraleIf 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.
Brandi blanchard | Expérience généraleShawna and Ashley the regional president was exceptional to work with!!!
Shannon Disponett | Expérience généraleNever a problem... Staff is courteous and helpful... Could not be happier! Merci!
Douglas Drobish | Premières impressionsI didn't have a problem moving in my stuff and taking them out.
naTALIE WEINSTOCK | Expérience généraleI 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
Brian Kenyon | Expérience généraleWhen 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
Brian Kenyon | Premières impressionsNo elevator for second floor storage
Sahara Antrim | Premières impressionsCaesar is the best!
Lisa Caskey | Expérience généraleI 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 ,!,!,
Damon Byers | Premières impressionsShanna 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!
Princess Braxton-Ford | Expérience généraleOnly 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
Herbert Brown | Expérience généraleThere 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.
Andrea Duncan | Expérience généraleMerci
Deborah Haywood | Expérience généraleThank You for your services Well Done Donna
Donna Jack | Expérience généraleEverything 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.
Willman Morcillo | Expérience généraleThis 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.
Dorna Khazeni | Premières impressionsCustomer service was professional and helpful.
Trinidad Rodriguez | Expérience généraleI didn’t get either of the mens names who helped me out today but they we’re so helpful and patient and just went above and beyond helping out !
Alana Mason | Expérience généraleExceptional service!! All 3 employees who help us were so nice, helpful, and fun. Really made our Sunday a wonderful day. Thank u!!
Danielle Wiener | Premières impressionsThe staff was incredibly rude. At one point, when I was waiting in line, the cashier was literally yelling at another employee through a radio because she didn't know how to make the computer work. When I went to get checked in to my storage locker, the guy who set it up didn't know how to use the key card system. It took 45 minutes or so. When he was done, he confessed that he had never been in the storage building. Parkin g is a nightmare. When I was finally checked out, an 18 wheeler had blocked the driveway so I couldn't leave. There are many other storage facilities in town. I would choose any of them over this one.
Bryan Hathorn | Expérience généraleAlthough the staff was friendly, they didn't have my reserved unit available which required a downgrade in size and was on the second level with no elevator. This required multiple trips up and down with heavy boxes and heavy furniture to a non-air conditioned second level. This was very frustrating and took 3 hours to load the unit where it should have been up to an 1 hour with the reserved unit that was on the first floor.
Isaac Aguilar | Premières impressionsShanna 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. Merci.
TONI MORALES | Expérience généraleTheir only one thing the Los Angeles u haul has a elevator I wish the Pasadena u hauls had a elevator
Arthur Johnson | Premières impressionsgreat service,
MIN SUN | Expérience généraleYou 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
Noel Reyes | Expérience généraleThe bathroom door seemed to be locked always, probably COVID related. Other then that, good thanks!
Ryan Douglass | Expérience généraleYour employee that waited on me was very professional ,polite and kind !
Marcia Jeffries | Premières impressionsVery helpful and made everything so easy for me during my moving process. I really appreciate all your help and all yours employees were really nice and helpful.
Cynthia Leftage | Expérience généraleGreat help and assistance when I needed it and even when I just came on to the lot. Great crew there! Thank you all!
Barbra Waite | Expérience généraleI asked for receipt to be email and it has not, and your system was "down" and had to wait 30 minutes to pay for 8 months of storage. Would like rent not continue to raised I have been here since 2013, 6 years is the cut off of storage rent increase if not may find another, and there was a White male worker, no name tag, being very annoying and female Black was also annoyed by him she said something about gas he was working on, he also said "your storage went up another 5 bucks". when general manager came out that guy was gone from office. I would expect UHAUL not to have such employees, mouthing off so much he did nothing just sit around cashier. Not what I want to see, will avoid going in to office.
LUIS MARXUACH | Premières impressionsIt happens to be one of the best places I ever move my junk into
YASHICA ANTOINE | Premières impressionsGM and his team always working hard to help customers.
Autotray .net | Expérience généraleSTAFF WAS ACCOMMODATING, ESPECIALLY AS i HAD VEHICLE DIFFICULTIES DURING THE DROP-OFF PROCESS. EVERYONE WAS PATIENT AND AS HELPFUL AS POSSIBLE
Keith West | Premières impressionsSpace was on second floor without any elevator access. Space had no lighting. Parking is poor, almost no parking adjacent to storage area entrance. For these reasons I cannot recommend this facility.
Trevor Bryant | Expérience généraleVery helpful staff Clean facility Security appeared good
Cooper Citek | Expérience généraleAucun
Valerie Tarango | Expérience généraleWonderful experience with the staff. The wait time in line is a bit long; another person would make the experience even better. There should also be more parking next to the storage units.
Ezekiel Murphy | Expérience généraleThe staff was extremely friendly and helpful with everything I needed. Will use this place for all my future storage needs.
Ezekiel Murphy | Premières impressionsVery helpful and friendly
Cooper Citek | Premières impressionsEveryone on staff was friendly and helpful from my first dealing with them on July 8th until my last day on Oct 7th. I have recommended them highly to everyone and will continue to do so. Bravo!
WENDY RADFORD | Expérience généraleStaff was informative and helpful.
Juan Uehara | Premières impressionsVery friendly and helpful staff- specifically Jim & Shawna. Will reccomend that location to others
matthew jackson | Expérience généraleWas thrilled that we qualified for one month of storage for free. Was not so thrilled when we found out the storage facility has no freight elevator and we were on the second floor. I mean, seriously?
Richard Leddy | Premières impressionsYou folks were really helpful.
Chris holmes Parker | Expérience généraleFacility was clean, access was easy.
Ashley Duncan | Expérience généraleThe manager is extremely rude and does not recognize service animals. All of the other employees are delightful though. But the manager is extremely unpleasant.
Ira Anand | Expérience généraleThe lot is small so it was a little awkward to negotiate.
William Thatcher | Expérience généraleThe staff at this location were quick and thorough as well as friendly. Most locations I have done business at in the past are bare in comparison to pasadena.
Damien Mach | Expérience généraleSuper cool guys here. I really appreciate the help and service. I would use this again any time I need moving help.
Larry Johnson | Expérience généraleVery good experience overall.
Jessica Rhee | Expérience généraleN/a
Timothy Wright | Expérience généraleI will not use them again. They don't work with you if problems arise it's all about money with them example I had a tote and a few boxes, all empty, that I wanted to throw away they charge $20.
Victoria White | Expérience généraleAlyssa helped drop off my UBox. She was very communicative and on time. Excellent service.
Annabel Sun | Expérience généraleCustomer service is embarrassingly bad. There were couple of hidden charges on my credit card that were not explained or mentioned when I made the order. Would not recommend U-Haul to anyone.
Jonathan Quan | Expérience généraleOk
john edwards | RéservationI 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
Agnes Akabogu | Expérience généraleNeed an elevator
Todd Lethbridge | Expérience généraleWe moved out on June 30, but they charged us for an extra month (July) because we were on autopay, and they refused to prorate our rent for July. We were not happy with this decision!
MARY REITLER | Expérience généralevery helpful in storage and trailer renting advice.
Nels Justason | Expérience généraleService is great but the storage unit itself was very dingy and gross. There was a dead rat in the entrance when I opened the door to my storage.
Teresa Montano | Expérience généraleJim was outstanding in his dedication to providing excellent service. I had to delay the unload several times and had many questions about the process, and Jom was consistently helpful.
Maryann Hudson | Expérience générale