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AMIR YCustomer Reviews for U-Haul Moving & Storage of Pasadena
Testimonials From Recent Customers
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The people working at this location were all friendly, helpful and efficient. Picking up and dropping off the truck was much faster than I've experienced before and I am very happy. Merci.
LOREN TI reserved 2 Dollie's and wasn't given them. The one I was given was rusted and beat up. Terrible customer service.
MATTHEW SThe team member that checked me in and out was wonderful and organized. And the two gentlemen that hooked us up and took the trailer off were courteous. Much thanks for this crew
LAURIE BStaff, facility, truck; Immaculate.
ROYAL FI forgot the African-American young lady, but she was amazing. She deserves a raise very very helpful understanding.
EMMANUEL BMake sure your properly staffed
RENE RThe customer service is great.
GRACE CVery clean. Will do business at this location again.
RYAN C | Expérience généraleI pulled into the location and was told I could NOT park on the property, to park on the strret, I parked close by, the associate said they are nit giving out parking ticket, it ois know as a bad area, so I believed her, but I returned to a $60 parking ticket. The ads said $19,99 plus extras, I used the truck for 4 hours 15 mins, it cost me $122,46 plus I refilled the gasoline. I would say use uhaul but beware.
Kirk RThey are falsifying information. I drove 7 miles. I filled just under a gallon of gas. They show that I was given 1/8 tank. I have pictures of before and after. At no point was 1/8 tank mark ever reached. But they charged me an extra 5 gallons. Very deceitful.
RANJIVENDRA NThe only issue was how dusty the inside of the truck was, but considering we just had some rather scary fires in LA, I am not surprised. Most of all, I want to express how helpful and kind the people were from this UHAUL site. Even the person i first spoke with (on the phone) to secure the rental, was immensely helpful. The next time I need a UHAUL, I will not hesitate to rent from this particular store. Merci.
LAUREN GThis is the only location I will go to because the employees are so nice and knowledgeable. It's also walking distance to and from my house. I'm always in an out and the staff is amazing.
BRIAN DPeople were great. Super easy. Helpful staff. Way better than I expected!!! But what is a "rental tax"?? Thank you
SCOTT BYou have a very awesome customer service with staff Genny. She is good at her job, very personable.
KEVIN DMy representative, I believe her name was Shawna, was wonderful. Her human relation skills were spot on. She was able to maintain calmness and professionalism when the system failed. Moreover, one of the vans were being reported as stolen, and an officer was there investigating/writing a report. Shawna was able to multitask with her co-worker, trouble shoot the system failure, and execute a handwritten contract solution. Due to her intelligence and problem solving skills, we were able to make our scheduled donation pickup in Westlake, our home recently was destroyed in the Eaton fire. So, this donation was spelt needed. Thank you, U-Haul for hiring SHAWNA WHO REALLY ENHANCED OUR OF LIFE DURING A VERY TRAUMATIC TIME.
Linda FEverything was good, no problems. I would definitely rent here again.
ROBERT Dthe staff was all great, the experience went smoothly
ISABEL BThere is a mystery charge on my credit card. I have emailed U-Haul for an explanation and have been ignored.
JOHN SDon't charge me again if I bring the trailer in the next morning after 9a, because there isn't a slot on the lot for it to back in.
DELBERT SThe truck was fine. Performed as one would expect. The two guys I had contact with at the location were lame, especially Carlos on the lot. No help whatsoever in understanding the truck and its various systems. None. Didn't even try to help. I finally asked him for the pads I was supposed to have (they weren't in the truck). He went into the office, carried out the two packs of them, and dropped them on the ground next to the truck and walked away. Rudeness personified. Guy inside was at least a little better, but not much.
DONALD HHated the app component to take photos and such - esp when the vehicle was next to a pole and I'm 5'1"! Just have a real person do a walk through lol....
DEIDRE MI reserved 2 hand dollies however, when I arrived I was told they only had 1. The reservation didn't mean a thing. Very disappointing.
EDWARD Call went smoothly again. have used this location before. very well managed and organized.
Bryan BI booked a truck and a dolly They charged me for it, but I did not get it. I have to go all the way over there.
SUSAN HGreat customer service,
FERDINAND OPerfect
ROBERT SGreat service, nice employees.
GAVIN DThe van was pretty old and lacked modern technology like apple car play and navigation.
JOHN BThe outside of the pickup was not clean but inside it was .
GERALDINE CNo customer parking
MARINA HThe 15' truck was old, there was no camera when on reverse. This is no good. The ride was bumpy. The truck was clean and was able to get it right away. I liked the fact that the person spent the time to show me both the 10ft and the 15ft. without any pressure.
ANTONIO CEverything was great! Staff was so very helpful and really friendly. Had lovely interactions with Shanna.
ANA M | Expérience généraleI am Altadena a war zone. i love you guys but I am being taken advantage of. Please someone call me. 626 833 9697 Bill Davis
BENJAMIN DService was great
MICHAEL GAfter-hours return was confusing/frustrating with the Uhaul app. App kept asking to scan "product" but I could find no useable QR to scan and no workaround. Just left keys in the dropbox with no app return info given but required an act of faith to leave the van.
Steven NThe trailer had a rusted dent on the side by worked get. Did the job perfectly
LAMONT BCustomer service was great and really appreciated it through this tough time. Thank you! L
jennifer bHelp the customer when they ask for assistance. Make sure when the customer is told where on the huge lot the trick can be located, it is where the customer is directed to find the vehicle. Taking pictures of the truck was not a user friendly application. Also when trying to change the location to drop off the truck, I was transferred four times and was told each time they could not help me. I had to tell the last person I talked to that I would never rent from uhaul again and after i hung up she called me back and she was able to confirm the new location for drop off.
Pamela MThe staff is friendly and efficient!
AILEEN LI wanted to tow my car to a mechanic 30 miles away, tow company wanted close to $500 dos the job under $125 . . . Thank you Uhaul . ..
NIZAR KNo customer parking. I got a $60 parking ticket. At least in Altadena customers can park.
DANIEL LExcellent service à la clientèle
Brian GIt was so easy to pick up the rental van and drop it off. The Van was new and really nice and clean!
LAURA KGood customer service. The van itself was only ok. The dodge is a much better vehicle.
JACLYN SVery good customer service I recommend for everyone
Krikour AThe photo taking process on the app was horrendous. It'd serve U-Haul better to have an actual person do the walk through because the app was glitchy. You will have pissed off customers from this bad experience.
ALFONSO RThis Raymond location is excellent. Wonderful, helpful employees.
KIM AEasy and quick to pick up. Friendly and efficient service!
ADAM SI HATE the self check in using the app. Go back to providing real customer service.
David SShawna was so friendly and helpful.
LON Ball went well in expected time. even got some help from the lot :)
Bryan BI have used and recommended uhaul to a number of clients, friends, and continue to use personally. However, I have never been charged an amount this high in years, and that was when traveling for long mileage and is always expected when paying. This time around, for a small move out, spending this amount is just not anticipated, additionally, very bothersome. Please let me know what Cleaning Fee breakdown there is to suffice an abnormal $25 that I have yet to endure in the countless uhaul trips I have made, as well as what a UD (1) breakdown is, so I can have minimal clarity.
JUSTIN GEvery little bit of work 2 of the employees that were supposed to be providing costumer service were unapproachable, arrogant and minimally helpful. No I will never go to this facility again and steer everyone away from it. Truck was clean inside ... outside dirty
KAREN CGet new employees, this people are to lazy to do their jobs.
EDGAR MThank you, but I have not received my final receipt from my last transaction. This is for contact number 18259266, for equipment DC 4803G. Email: jose.perez@artcenter.org. Thank you again.
JOSE PShauna (spelling?) was excellent. She was polite and fast and clear in the rental instructions. Easy and straightforward rental thanks to her customer service!
JABAR WI hate self checking in with the app. What happen to Customer Service?
DAVID SReserved furniture protector pads but weren't in the truck. Didn't realize until I got home. Would have been helpful to review that was in the reservation and mentioned at pick up to avoid having to return to pick up. Dolly is also in the back of the truck but wasn't part of the reservation; would be helpful to have out of the truck for customers that don't want it, takes up room unnecessarily and is coercive to use and charge on back end
BRIAN GYou guys are great
JEFFREY M1. The prices go up about $5 every three months. Probably a good incentive to get your belongings out of storage asap. 2. My Ubox wasn't at the pasadena location like I had ordered so I had to spend money to rent a van to drive to Altedena to another U-Haul location to load my Ubox. 3. Couldn't close my account at the Altadena location so I had to drive back to the pasadena location to close my storage account.
Elizabeth V | Expérience généraleThis location was great! Very easy to work with, and they had top-notch service--overall, a very positive experience!
BROOKE B | Expérience généraleIt would be great if in the future you had options to help with loading. I mean, I will introduce a tool for lifting boxes or furniture.
IHOR K | Expérience généraleDue to the lack of an elevator, I feel like the location should install a ramp so costumers can use a dolly and facilitate the move to the second floor.
PABLOA M | Premières impressionsGreat storage space.
Adelina T | Expérience généraleStaff is very helpful and courteous.
Eric R | Expérience généraleI 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 r | Expérience généraleI had a satisfactory experience denting the storage . Thanks
Mohammad S | 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 J | Premières impressionsStaff 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 B | Expérience généraleShana (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 r | Premières impressionsThank You for your acomadations.
JOSEPH B | 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 P | 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 b | Expérience généraleShawna and Ashley the regional president was exceptional to work with!!!
Shannon D | Expérience généraleNever a problem... Staff is courteous and helpful... Could not be happier! Merci!
Douglas D | Premières impressionsI didn't have a problem moving in my stuff and taking them out.
naTALIE W | 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 K | 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 K | Premières impressionsNo elevator for second floor storage
Sahara A | Premières impressionsCaesar is the best!
Lisa C | 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 B | 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 B | 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 B | 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 D | Expérience généraleMerci
Deborah H | Expérience généraleThank You for your services Well Done Donna
Donna J | 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 M | 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 K | Premières impressionsCustomer service was professional and helpful.
Trinidad R | 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 M | 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 W | 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 H | 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 A | 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 M | Expérience généraleTheir only one thing the Los Angeles u haul has a elevator I wish the Pasadena u hauls had a elevator
Arthur J | Premières impressionsgreat service,
MIN S | 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 R | Expérience généraleThe bathroom door seemed to be locked always, probably COVID related. Other then that, good thanks!
Ryan D | Expérience généraleYour employee that waited on me was very professional ,polite and kind !
Marcia J | 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 L | 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 W | 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 M | Premières impressionsIt happens to be one of the best places I ever move my junk into
YASHICA A | Premières impressionsGM and his team always working hard to help customers.
Autotray . | Expérience généraleSTAFF WAS ACCOMMODATING, ESPECIALLY AS i HAD VEHICLE DIFFICULTIES DURING THE DROP-OFF PROCESS. EVERYONE WAS PATIENT AND AS HELPFUL AS POSSIBLE
Keith W | 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 B | Expérience généraleVery helpful staff Clean facility Security appeared good
Cooper C | Expérience généraleAucun
Valerie T | 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 M | Expérience généraleThe staff was extremely friendly and helpful with everything I needed. Will use this place for all my future storage needs.
Ezekiel M | Premières impressionsVery helpful and friendly
Cooper C | 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 R | Expérience généraleStaff was informative and helpful.
Juan U | Premières impressionsVery friendly and helpful staff- specifically Jim & Shawna. Will reccomend that location to others
matthew j | 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 L | Premières impressionsYou folks were really helpful.
Chris h | Expérience généraleFacility was clean, access was easy.
Ashley D | 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 A | Expérience généraleThe lot is small so it was a little awkward to negotiate.
William T | 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 M | Expérience généraleSuper cool guys here. I really appreciate the help and service. I would use this again any time I need moving help.
Larry J | Expérience généraleVery good experience overall.
Jessica R | Expérience généraleN/a
Timothy W | 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 W | Expérience généraleAlyssa helped drop off my UBox. She was very communicative and on time. Excellent service.
Annabel S | 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 Q | Expérience généraleOk
john e | 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 A | Expérience généraleNeed an elevator
Todd L | 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 R | Expérience généralevery helpful in storage and trailer renting advice.
Nels J | 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 M | 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 H | Expérience générale