U-Haul Moving & Storage of Pasadena

DO NOT USE THIS UHAUL!!! Ever! CALLED TO MAKE FINALIZE RESERVATION FOR OUR LONG DISTANCE MOVE. When we originally went in we were dealing with a very wonderful young man and he told us he would match the price Budget Truck Rentals quoted us. Flash forward to today when we called to make the reservation, we spoke to a rude woman who said she can’t match the price. Okay, fine… And she asked if we are making the reservation, we said no, unless they will match the price like we were originally told. She then hung up on us. I called back… They answered and hung up. I called back again… A different woman answered, she wouldn’t tell me the name of the woman I spoke to and she wouldn’t direct me to a a manger. GUESS WHAT SHE DID??? HUNG UP ON ME!!! Who the hell hires such incompetent people that don’t understand customer service? They should really stand behind their word and honor what they say to customers!!!

Update:
Weird story: Had written a less than delighted review on this location a week or so ago, and when I went in today to rent another van, I walked up to the counter right as they were discussing my review — literally recounting parts of it verbatim. Super awkward, but I’m gong to assume was accidental.
In any case, it seemed they took the review in stride, as the service was very friendly and efficient, and we had zero issues at all renting the van and moving supplies this time around. I’ll say the main plus of renting from this U-​Haul is the lack of wait-​time when renting moving vans etc and the simplicity of the rental process.

Wonderful customer service. I rented a cargo van in another city and arranged for a one way rental, which turned out to be a mistake on the part of the U Haul outlet in the other city. Kenneth at the U Haul in Pasadena patiently straightened the situation out so that I did not get overcharged for something that was not my mistake. He was persistent and spent a lot of time fixing someone else’s mistake. Extremely polite and thorough. I would recommend this place to anyone.

Be prepared to wait. It’s like a government office, they’re always understaffed and there’s a long line. And the air conditioning is struggling. You’d think that they would expect to be busy at the end of the month and staff up, but no, they just let everyone cool their heels

I didn’t want to go to U-​Haul for my trailer hitch for the bicycle rack on the back on the car. I looked for other options but kept hearing from the bike stores that U-​Haul would install the hitch. I made a reservation on the phone after I got a price online. The phone rep, Debbie, got the make and model of the car, ordered hitch and parts (not in stock for my car), and scheduled the installation appointment for two weeks later to allow for parts to ship. Debbie provided a choice of date/​time. I received email confirmation the day I placed the call. I received an email reminder prior to appointment. When I arrived for my appointment Kenny Williams gave me an accurate time estimate for completion and called me when the car was ready. Once the hitch was mounted I went to the bike shop, bought the bike rack and I am on the road to happy cycling. Really appreciate the excellent service, good communication, friendly faces at U-​Haul. Nice going, guys!

Good customer service. Big fan of their leave a box… take a box bin too.

These guys are great. Worked with me patiently through a complicated u-​box situation and they fixed up our Forerunner to tow. Jim, Kenneth, Troy all know their stuff.

I rented at a different location on E Colorado and it turns out they don’t have trucks there so they sent me here 5 miles away. I was very upset, the guy was really nice, even gave me extra miles

They checked in the wrong vehicle and thought I had stolen the truck. My money was not refunded yet.

I brought the gas back exactly as I was told to and was still charged $ 50+ in gas and fees which is extremely frustrating because now I have to deal with this during a very busy weekend.
Details — the computer said the gas tank was at ¼ full, but when we went to the truck it was actually between ¹⁄₈ and ¼ full, which the guy marked on my paper and just told me to leave the paper on the seat when I did my after hours return. I drove approximately 35 miles and put about $ 15 into the tank, which means I filled the tank up to EXACTLY where it was when I picked the car up and somehow they’re saying they had to put $ 20 in gas into the truck and charged me a $ 30 gas fee. That is IMPOSSIBLE. And what makes this extremely sketchy is that they’re claiming it cost them $ 20 in gas to refill the ¹⁄₁₆^th of a tank that they said I was short. That’s also impossible. I feel totally taken advantage of!!!
I called to resolve it but she said «I’m not at that location so I can’t help you.» I waited 3+ hours for someone at that location to call me back but nobody did. Everyone was super nice and helpful when I picked up the truck, I just have a problem with whoever processed my return.
Update: they did end up refunding the money but only after i spent an hour out of my day driving down here to get it resolved in person because they refused to help me over the phone or call me back — NOT RECOMMENDED!!!

Can I start with the the owner is the nicest person. The staff is also friendly too. Clean and efficient uhaul station. I made a appointment for a hitch install last we week. They called to confirm and double check the car info.
I showed up 10 mins before my install. They covered my seats and pulled it in and started to work on it asap.
The work they did was clean and no problems. Thank you U-​Haul!!!

Rented a pickup truck from this facility twice, under 2 hour time constraints, and had a good experience both times. Check-​in and check-​out took a few minutes with a small staff, but it was hassle free and not that long of a wait considering all of the info and options to review. The staff was very courteous and helpful, and the trucks were clean and well maintained.
1. It helps to fill out the check-​in form online when making the reservation to cut down on processing time. 2. Make sure you return it with the gas tank filled to the same level that you pick it up at. (Otherwise it’s $ 30 plus the $ per gallon used.) There are always guys outside to help move stuff as well.

When I got to the Uhaul facility, I was greeted with a smile, and helped immediately. I was running late to an event but they got me out of there within 15minutes… so I made my event on time!
Seriously, so glad they didn’t waste my time.
Only flaw… kinda pricey. But that’s a corporate issue.

I’ve got a huge backlog of reviews I need to write, but I thought I’d bump this one up in the queue because of how bad the other reviews are. Here is my experience…
I had a reservation made for 12pm yesterday (Sunday).
I arrived at 11:30am, eager to start my move. Within three minutes of walking up to the register (which I did not have to wait for), I was outside and looking at my truck.
I didn’t even want to go through an inspection of the truck, because I paid for the SafeMove insurance option. The guy calmly told me about the specific parts of the truck that SafeMove does NOT cover, and how he wants to make sure I don’t hit any surprises later. He meticulously noted all the little pre-​existing dings and scratches. Things that I wouldn’t even consider damage, he was carefully noting and marking up on my rental form.
By 11:36, I was off the lot in my truck.
When I returned at 8:30pm, I simply dropped off the keys in the after-​hours drop box and went on my way. I got an e-​mail this morning at 7am confirming the final charges. No tricks, no surprises. They marked the exact mileage I had driven, charged me exactly as I had expected, and closed out the contract.
So my experience went through without a hitch. But importantly, I thought all the workers were super friendly too. Look, these guys are just there to do a job. You’re stressed because you’re moving, but you can’t take it out on them and expect great service in return. You reap what you sow. I thought they were prompt, friendly, laid back, and informative. No sales pitches, no tricks, no attitude.
Say what you want, but this is five stars, no question about it.

One word to describe this place was that it was terrible. They took forever to get me my rental. When they gave me my rental they told me that I should fill it back to the same level I got the gas and if I didn’t I would be charged 5 bucks per gallon. When my final bil came it was 135+, 74 for my rental and 60+ for gas. I used 20miles of gas and even with 5bucks per gallon that it still wouldn’t cost that much maybe 15 bucks. When I called them they told me their was a service charge fee of 30bucks that I was not told about. Never again will I use uhaul next time I’m just hire a moving company or rent a truck from enterprise or some car rental.

The yard associates are so kind and courteous! Those Luis cousins are so cute! Love the customer service.

They charged me more than estimated and the bill was so confusing that I couldn’t figure out why. But the people working there were very helpful and knew how to do their jobs. Still the confusing bill dropped them a couple stars.

Pickup was quick and easy. Very helpful staff. Rented a 26 footer.

Went in to this uhaul location last Saturday to pick up some boxes and tape and see about reserving a dolly for our move in a week. Called up before heading out and the lady on the phone told me no issues with reserving a dolly, just go in and see the staff. Ok, all set.
First issue. When we pulled into the parking lot, our car got tackled by a several of the independent moving guys. My wife is from a foreign country and it looked like 3 homeless beggars were running up to the car to beg for money to her so she was a bit shocked to say the least. Anyway, they seemed to get a kick out of that so I fucked with them a little on the way out to give them a taste of their own sarcastic meds. (I got them all excited over a job then took off out of there).
Anyway, second issue. Went in to inquire about the dolly rental. The guy behind the counter quickly said there are no reservations and it is first come first serve. I asked about my chances to get a dolly for the following weekend if i came first thing in the morning, he then curtly snapped that they didn’t have any left in that location and had no idea when they would be available. He then changed his mind and tone and said that I would need to buy a new one. I scoffed at his answer and just got our boxes and tape and blew out of there.
As issue 2.5, my friend called up earlier today for me (this is actually what inspired me to write up this review) and he got the same rude response, which is to go bugger off.
Third issue. After opening the door, I noticed there were 3 dollies around the corner not being used. It didn’t appear they were new. So that convinced me this location is no good and doesn’t care about their customers.
I am assuming that these locations are franchises, and I was going to make a suggestion to the location owner but thought better of it and didn’t want to waste my time. So instead, here is a tip that might cost them some box sales.
Go to their box exchange website (link below) and see if you can get some free boxes.

I don’t know why there are so many bad reviews for this place. I have been here twice already, once with my sister when she was packing up her stuff and now again by myself. Both times, the staff was super helpful.
This time around, I was greeted by an employee before I even walked through the door. He asked me what I needed help with and helped me pick the items I need. I already looked around online a bit and realized that they have pretty great deals for their moving supplies.
I opted for the 20 boxes bundle for a little over $ 40. They will buy back any boxes you don’t use as long as you bring back your receipt. Their shipping tapes are also very cheap compared to store like Target.