HORRIBLE CUSTOMER Service!!! I made an appointment 2 weeks before my appointment to install a hitch for my car. I was scheduled for Friday at 7pm. When I got to my appointment Dave from the front desk told me that they do not have the part and they do not have someone to install it. Dave said that they DO have my reservations and not sure why it was for 7pm and it was made by the call center and there's is nothing they can do about it. Dave said that he will have the Manager James call me and maybe work out something for my inconvenience. He also promised me that he will have the manager call me back the following day and he will make sure that I get a call back. Following day happens, no call back from this place. I even called the manager's cell phone and NEVER got a call back. I ended up cancelling my appointment from this horrible place. WILL NEVER GO BACK TO THIS PLACE!! They don't deserve a star!! read more

This place was so much better than Allen Avenue. Shanna was so great, she handled everything so quickly and even remembered me from a month ago! Drop off was easy on my phone and I will always use this location now. read more

I have always reserved with uhaul for my moves. I will be taking my business somewhere else. Unprofessional BS and beware people, a 15 foot truck doesn't fit a 2 bedroom apartment! Advertisement said a 15 footer can hold a 2 bedroom apartment. They wouldn't reimburse me for the 2nd trip I needed to take to get all my stuff over. Take your business somewhere else people!! read more

Fast, efficient, and most reasonable price for getting a tow hitch installed on a car. If purchasing online, allow time (~2 weeks) to get that great price. Then call to verify time of appointment as they are busy and won't call you. Warning: Men looking for work outside uhaul are THIRSTY. Disguisting. Worse than a club. read more

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. read more

Make sure if your connecting a hitch, you double check they did it right, when I was dropping off a trailer, their u haul team started to accuse me of removing it when I only had the trailer for 4 hours to move. Take a picture and check they secured it. read more

I've never had a customer service experience in any industry that was more antagonistic to customers than here. It started the minute I walked in the door to the manager, Jim, yelling - YELLING - at an elderly customer. The customer was understandably agitated because they had given his reservation away to another client, leaving him without a truck on moving day. The manager didn't even attempt to empathize with this man. He simply barked at him that it was his fault and only his fault. I patiently walked up to Jim and gave him my name. He entered it in the system, rolled his eyes and informed me that my reservation had also been given away. Apparently because I did not show up at my reservation start time (even though we had reserved the truck for the entire day), they made my reservation available online and it was taken before I arrived a little over an hour later. All the 15 foot trucks were spoken for and he sent me across town to get a 10 foot truck. I returned a few minutes later to ask for U-Haul's $50 guarantee and told him U-Haul customer service told me they should have called me before releasing the reservation. He responded by berating me for being late and that the guarantee was contingent up customers showing up on time and he didn't call me because he was busy. He unloaded his 19 year resume on me to let me know he knew way more about the truck rental industry than I do - which is, of course, true. When his boss told him to give me the guarantee, he was very intentional to let me know that he didn't HAVE to give it to me but was doing so because he didn't want to argue anymore. Not having the 15 foot truck, btw, turned our moving day into a stressful fiasco and almost cost us $2000 because we couldn't load our POD on time. Luckily PODS came to our rescue and suspended our shipping date at the 11th hour. Look, I was late. I fully admit that. But to be treated by this manager as if my being late was somehow an affront to him and subsequently berated for not being happy was unbelievable. Believe it or not, I don't rent moving trucks all that often - so the nuances of their reservation system is not something I would naturally know. And, by the way, their confirmation email said NOTHING about losing your reservation or calling them if you're not one time. But it is a wonder a man like this can keep his job. I know this review won't make a bit of a difference. U-haul is the biggest kid on the block and believe you me they KNOW it. But I had to write something. If you can help it, don't use U-Haul anywhere. I reached out to them on Twitter and was told it was all my fault. Try Budget or Penske. I will say that the other employees were kind. I have no beef with them. If you do go, hopefully Jim isn't working. You will know it if he is. read more

Employees are high m, not professional. They are walking singing, talking to each other keeping people waiting. Somebody complained about that and they just told to the long line You know what the system is not working and once half of the people left they started to work again. And they were laughing about that. Very disappointed. They have the weed pens and are vaping thc. read more

Went in here today to pick up a cargo van with my boyfriend. We were having a rough day because moving is the worst. Deon was so helpful, kind, and on it! He really made us smile. Highlight of the move! read more

Rented a 15' truck for the weekend, truck was in great shape, great check out service, friendly check in, big lot, easy drop off.

I had scheduled a hitch installation on my crossover SUV. The U-Haul website was very easy to use in helping me determine what size hitch was most appropriate. Both Shanna and Dave at this U-Haul location greeted me, were expecting me, and were ready to begin work as soon as I arrived. Unfortunately, the bottom of my car was corroded and they were unable to install the hitch because they don't do welding. They then referred me to a specialty hitch installation outfit. Both Shanna and Dave were very helpful in refunding my purchase and giving me the necessary information to make sure I could get the job done by a shop that did welding. Even though U-Haul did not receive any of my business from my time there, they were still seemed very invested in making sure they provided me with great customer service. Thanks Dave and Shanna! read more

I had a very good experience today at U-Haul on Raymond Avenue in Pasadena. I only needed a truck for a few short hours and the courteous staff made it quick and easy! They are a good team and are doing a great job! When I need to rent a truck again, I will definitely return to this location. Thank you! read more

Total Jerks at this place. Condescending, not helpful and they should not have their jobs with how they treat customers. Awful and the worst! Go elsewhere to be treated like a paying customer. I've never been treated so poorly. Uhaul should not have these people represent them. read more

i was asked that i provide my license which was photographed front and back. the attendant also took a picture of my face with his cell phone. the attendant also asked for the cell phone number of a relative who he immediately called to verify my identity. the attendant said these practices began on june 10, 2019. i have rented from uhaul before and was never asked to give a cell number and never had my picture taken before. i have a feeling that the information provided will be used for other purposes, i.e. data mining and marketing. the attendant was rude and condescending to boot. read more

This location has people looking for day work, which is fine. It has ZERO security supervising these ppl and as a result it is 1) dirty and 2) a zone of SEXUAL HARASSMENT of women walking by. This is unacceptable in Pasadena, Uhaul. Shame on you for allowing this blight on our city. Update to evening time: When I'm walking home, there are fewer people there. But now there are beer bottles left on the Uhaul property and someone was drinking a beer on the sidewalk --not unopened, not a paper bag, but an open beer that they were enjoying while on their cell phone. read more

Terrible. Tell you the morning you pick up truck up that it broke down. Guy behind me said same thing happened to him. They do not care and just want to give you tiny truck to make more on mileage. The customer service is horrible. Rude and uncaring. Hire a moving company and save the hassle read more

What a crappy place.... I was on hold for 30 minutes waiting for someone to pick up the phone while waiting at Wal Mart to return a merchandise. I decided to drive to the location myself and started talking to the staff there and I realize why the service was horrible. They get paid minimum wage working at a place like this so ofc you can expect people there lack the professionalism one would expect from a moving company. Luckily this place isn't a restaurant otherwise it will probably close after 1 week.... I would say go to the place yourself if you expect service and just talk to the people there. People there are pretty chill, I heard them talking about beer so I just chimed in and the staff became a lot friendlier. read more

The service was good; however, I observed Wesley scratch the back of my brand new vehicle with his test light and said, "Whoops." He admitted causing the damage to his co-worker Kenny who took pictures and filed an insurance claim. When interviewed by the claims adjuster on two occasions, Wesley denied damaging my brand new vehicle. Now, based on his dishonesty, I'm stuck with the repair bill. read more

This place is the worst! Just watched a employee give a disa led woman a hard time,because he had to wait for her to move her vehicle from a handicap space,because he needed to get a truck through there. That wad the first impression. Then I get inside to 6 people waiting on line,and one check out person. This one person felt totally comfortable have an entire conversation about where the customer wad moving to. Six people waiting. read more

Your employee Tony Lopez is the worst employee you have at that location. RUDE from beginning to end!! To top it off the location we needed the truck for will be closed for the next 2 days so we used the truck for 10min tops and less than 3 miles. Yet he was very cut throat about the whole incident. Not nice or understanding then he proceeded to embarrass us in front of the other employees by saying we didn't want to pay we wanted the rental for free. Out of all the people that were working there about 6 gentleman Tony was the WORST!!!! We even told him we would be back Tuesday but still no sympathy and not willing to work with us. He just looked at us like "is that all" I have to go back to vaping. I've rented many times here before, I've bought many supplies as well and this is the first time I've been humiliated and mistreated this way. Tony Lopez is an inhuman person that should not be working with the public. read more

I was told that U-Haul could put a hitch on my car so I can add a bike rack to my car. I called the U-Haul close to my home. They did not have the hitch for my car but their system located hitches in other locations. This Pasadena one was pretty close so they took my information and made an appointment for me at the Pasadena location. I got there at the appointed time and they completed the install within an hour. The people working there were very friendly. Thanks U-Haul! read more

I've used this location a few times and the staff is always friendly and helpful (if sometimes a little slow). I've rented trucks and a storage space and other than the waiting-in-long-lines thing, it was relatively painless. Again, it goes a long way when the staff tries to be nice to you - I get the vibe that the employees like each other and their work. It's pretty standard rental business - cheaper than most and you know you are getting a strong brand name for your move. The staff never seems to get exasperated at confused or frustrating customers (that may have been me once, sorry). Good job U-Haul. I'll recommend you to friends. read more

This place ripped me off huge.... I brought the truck in after hours which I was told was ok. This was because I went to go fill up the truck on gas. About two weeks later I see an extra charge for gas by uhaul of 60 bucks. I called them up and they said that it was a gallon short and they charged a service fee for putting in gas also. I have been a long time customer of UHaul, but after this no more. It doesn't matter if they have a lower rate to begin with if they are going to pull shit like this. I know they are franchised but after this experience it puts all of UHaul in a bad light. I wrote UHaul national through the website about this and have had no response. RUN AWAY FROM THIS LOCATION, DRIVE THE EXTRA DISTANCE TO ANOTHER IF YOU HAVE TO! read more

After overcharging my card for my rental, I was put through a corporate labyrinth to attempt to get my money back. I'm not sure what bothers me more, them trying to steal or the lies I was told by their customer service attempting to pacify me. In the future, I would rather carry my own furniture on my back than give these guys $0.01. I suggest you do the same. read more

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 read more

Friendly service and super affordable prices. I got the insurance just to be safe but probably didn't have to. Make sure they teach you about the truck if it's your first time driving a big truck. read more

Initially, customer service was very good at check out, including safe distancing. U-Haul has a clunky app you use to look at your vehicle and note any issues of damage before leaving. I did that (I had also purchased the damage waiver limiting any damage claim to $150). I noted a few issues and took pictures on the app. I had the pick up truck for about 2 hours and incurred absolutely no damage. When I returned, there was no attendant in the yard. The desk staff told me to leave the keys in the truck. About an hour later, I received the invoice which included a charge for alleged damage which they said would cost them $175 to repair. They "waived" the rest over the $150. I immediately emailed the address on the receipt and called. I emailed 7 times and notified UHaul corporate. All I asked for was the photos I had taken as they are not on your phone apparently but only in the app -- which you cannot access after you check out. There was not one response. Our bank disputed the charge at our request and UHaul never replied. I subsequently heard other stories involving this center. Beware on check out and documenting every item of damage you may see. read more

It irks me to have to give even one star. The service is here horrid! The staff is extremely rude - when they finally get around to noticing you. Because they are the only U-Haul facility around here that has trailers, I have been forced to come back here several times. More than once I had a reservation, but when I got there they didn't have the trailer that I reserved there - even though they had called me the night before to confirm. I tried Simon Rentals in Arcadia. Their trailer was a little more expensive ($10 more), but my reservation was honored and the staff was polite and competent. read more

Terrible customer service. Returned the truck at this location and the gas meter was not at the right location according to the rep. I told them of the conversation I had at the Tustin location that morning and where the gas meter was and that I was returning it at that point. Then three other reps came out and bullied their way into basically saying pay the extra 20 bucks or go fill it up. I was in awe at the way they treated me. I don't get why being a bully is the answer when a normal adult conversation explaining things would have been more beneficial to them. Is it really necessary to have 3 guys standing around for a truck return??? I ended up going to fill it to the 7/8 which cost me 9 bucks since they had my credit card info. I've written the CEO and written a review on their site. Not expecting a thing but I'd love to get my money back.....I am still upset by the situation and this happened on Saturday. U-Haul Pasadena has the worst customer service and it goes beyond being rude....downright bullies. I'd rather pay someone 4 times the amount of a U-Haul to move my items then rent from U-Haul ever again. read more

We were dreading the moving process (especially the truck rental), but our experience at this U-Haul was very pleasant and smooth. The staff was friendly and knowledgeable, the equipment clean and new, and the prices and policies were fair. read more

Don't trust the reviews. I've had extensive experience at this U-Haul, they have been nothing but helpful and kind. Pricing wise, it isn't the best price you can find, but it's not a rip-off either. read more

We rented a truck in Redondo Beach and were scheduled to drop it off in Pasadena the same day. That is what was stated in our contract, and that is what we paid for. We got the truck back here at 5pm (well ahead of their closing time of 7pm), and thought everything was squared away. Fast forward to the next day, when I get an email and a phone call saying the truck was NOT returned and when do we expect to be returning it. Are you kidding me? Do your job, guys! It took them another day to figure it out, luckily, we were not charged anything extra for THEIR mistake. It doesn't surprise me at all that they have such negative reviews on here, because they suck at what they do. read more

Propane - I had my propane tank filled around 6:15pm on a weeknight, and it was quick and easy...there's no personality or warmth here, but quick and funcitonal I love. Drive up, go inside and get the dude, go out for a fill up, go in and pay. He even put the full tank in my car. Took 15 minutes. read more

Went in to get my tow hitch inspected before picking up a trailer at a location a few hours away. I asked if he (didn't catch his name) would be able to check and make sure the turn signals were working properly. When the tool he was using showed that the left signal was not functioning, he had me hook up to a trailer to check it for sure. 2 other guys came and checked it as well just to make sure. When it still wasn't working, they checked the fuses for me and told me exactly what fuse I needed. I appreciate the friendly and helpful staff at this location! Will return again if needing any tow hitch service, or rentals! read more

Employees are always friendly and there are usually plenty of trucks. I had a hitch installed here and it went very smoothly. I was attaching a bike rack to it and the guy even helped me with that as well! Another time I came in to buy some boxes to pack up some books and CDs, and the young lady working there pointed out the "take a box, leave a box" thing. I basically got all the boxes I need and didn't have to buy anything! I'll be back for any boxes or trucks in the future. The only reason I didn't give five stars is because there isn't any shade in the parking lot. Solar panel covered parking, anyone? read more

Great service, last minute even. Nobody enjoys moving but if you need a truck to do the thing, I definitely recommend checking out U-Haul.

Might be fine for truck rental but the storage is terrible. No elevator and the prices for first-floor storage are absurd. Go somewhere else. read more

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

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 read more

Now I understand why they have such a low rating. I stood in the store at the register for nearly 10 min and not one person asked if I needed help or that they would help me. They looked at me and just walked away. By the way, if you're looking for moving boxes, both Lowes and Home Depot sell them for less than u-haul does. And you only have to buy a pack of 15, not 25+. read more