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

The employees at this location are notoriously lazy. I regularly come here to utilize their moving trucks for my line of work. The check-in process is always a painful experience despite having an advanced reservation. The employees always claim that "the system was just updated" which is why they can't seem to find your information or they make a big fuss about swiping your credit card, even though it's already on the company account. The online self-return system that they have implemented for after hours check-in is also less convenient than the original key drop scenario. The employees don't seem to know how to utilize their own system or explain it to customers... they just tell you to "visit the link". Time and time again they leave out critical information during the check-in process, such as informing the customer of the added fee for returning the truck with a tank less than 1/4 full. They try to deter people from leaving their cars and utilizing their designated customer parking. The general manager needs to have a serious meeting with his slacker employees and the whole business needs to change its overall attitude if it would like to maintain repeat business. We are going to recommend the switch to Budget for our company. read more

The worst truck rental place I've ever used. They overbooked our truck. They were going to make us drive to 40 mikes to get another one, but we got lucky and a truck got returned just as we were about to leave. I feel horrible for the people behind us in line. Oh also they never answer their phone. I waited 20 minutes for them to pick up and the system hung up on me twice. read more

I've used this vendor twice. They just have a very convenient location. Service and equipment were pretty decent this time through. In my experience with this industry, you can do far, far worse in the areas of service or equipment. I've experienced some very surly clerks, and shooty equipment fails at other vendors around southern California. read more

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. read more

Made the appointment for 11 am and I arrived half an hour early. Still had to wait a full half an hour for service to install a tow hitch on my new SUV. The installation was done within one hour but the installation was sloppy. The hitch worked functionally but the alignment was not straight and looks less than pleasing aesthetically. The manager here seemed to care less about it. read more

Don't try to reach them on the phone if you need something. I returned a truck a couple of months ago and realized after that I had left something in the truck. I called four times. Kept getting a headquarters that said I had to speak to the branch but couldn't reach them directly. The Pasadena number listed for them rings through to what is evidently a national service center, it is NOT the office. First time, the woman on the phone said she had to text a message to the Pasadena store and someone would call me. Someone called me back a few hours later, asked me what I had left, I described it to him, gave him the time the truck was returned, which truck, etc. He said he would check and call me right back. He never called back. Three more calls to the Pasadena number, they all rang through to the national service center. Three more "promises" that someone would call me. Three more times that no one ever called. I gave up. It wasn't worth it. I also rented a storage space from them at the time of the move, and over the last two days had something to sort out on my account. I called last night about 8 pm and got the same national office. Fair enough, it was after hours. They said I had to call back during business hours, before 7 pm, and they would put me through to the office. Tonight I called back at 6:30. For the next half hour I sat on the phone while they tried to connect me to the Pasadena store, which evidently just didn't feel like answering anything. At about 6:50 the woman said the people at the store were "no longer online." In other words, they had signed off early and I was, once again, screwed on trying to reach someone. She tried to put me through to the regional office and they also were not answering. She said all she could do was send the Pasadena store a text and they would call me. This is getting to be a joke. I talked to three different women in the course of this phone call. They were all nice people and tried to help but hit a dead end on trying to connect with me the actual store. The store was okay when we were in there and rented the truck and unit but they are evidently extremely uninterested in talking to their customers, which is not good at all when you are in one city and your stuff is in their storage unit in another city -- or you've left something in the car. I would not go back there. I plan to get my things out of there in the coming weeks and shut down that storage unit. It's true what someone else said, this is obviously only one store, but it sours you on the UHaul name. I'm trying not to let it, but right now given an alternative company to use I would probably lean toward the other company -- and I've used UHaul for many years. I hope someone up the line reads the reviews and can fix it. read more

Called Duarte store to get hitch installed, was told they don't carry that one but can special order it for me and that I would need to go to Baldwin park Uhaul for installation. Great, I order it and 2 weeks later go to Baldwin park location with a scheduled appointment. 1 1/2 hours later I'm told something needed to install is broken and I need to go to another location..... so I make an appointment at tje Pasadena location on Raymond. I arrive for my appt, they install it and I leave. Clean location, nice staff. The next day I head out to palm springs and notice a loud vibrating sound so I call the number listed on my receipt. They ask me to come back, I tell them I am out of town and will go the next morning. This morning I show up, Luis (who is wonderful, polite, apologetic and efficient) takes a look and says the hitch sits too close to the exhaust and that's why out rattles. He says there wasn't enough room between hitch and exhaust. Are u kidding me? U guys special ordered this hitch. He states my only option is to remove the hitch but they can't do it because they have somebody coming in for installation. So tomorrow is trip #4 to remove the hitch. I called customer service but that was NO help so I'm here on yelp read more

Ok. Bad stuff first. I do not like having to rent a moving van. It is expensive and annoying, especially now that I've learned that my car insurance does not cover me when I'm driving a moving truck, so I feel compelled to pony up for the extra insurance. Purchasing cardbord boxes is even more infuriating, which is why I usually try to avoid it at all costs. Also, in particular, I ran into two problems with my most recent rental from U-haul. First, I reserved a truck for 8 am, and then realized that I would not be able to get up that early, so I called the location the day before to change the reservation to 9:00 am. At the same time, I warned the rep that it was important for us not to be "upgraded" from a 10' to a 14' truck. I explained that we were moving to a narrow street and would not be able to maneuver a 14' truck. When I got there the next morning at 9:05, I was told that no more 10' trucks were available and that my reservation technically was cancelled at 9:00 (one hour after the 8:00 am reservation). I guess the person who took my call the previous day simply hadn't entered the information into the system. That having been said, the person who was helping us then worked stuff out to get us a 10' truck anyway. So, all was well that ended well, in this instance. Second, U-Haul has attached green canvas bags to the inside of the trucks that fit six furniture pads. The bags have a plastic seal on them, and if you break it, you're charged the cost of using the furniture pads. The idea is that you will realize in the middle of your move that you need them, and so you can just open the bag then. The problem is that the canvas bag is totally in the way if you want to stack furniture at that level. We had to cut the seal just to get the bag out of the way so that we could pack up our stuff. So, we had to pay for the pads even though we didn't use them, and they were still in their inner package. It was only $5 or something, but every $5 counts. So why the four stars? First, U-Haul is very user-friendly in terms of reservations and communicating with the staff. Aside from the glitch noted above, the whole operation went very smoothly. Also, I did a price-check for budget, thinking I would be able to get a better rate because of online discounts and whatnot, and it turned out that it was still cheaper at U-Haul. So I give U-haul credit for keeping it simple and not trying to hoodwink customers with a bunch of phony discounts. Finally, everyone at the Raymond Ave branch is extremely courteous and helpful. I was helped promply on each occasion that I visited, and everyone seemed responsible and aware of my needs and requests. For example, several weeks before my move, I purchased one of the dish packing systems (with the foam and box dividers and everything). When I made the purchase, the branch was out of the specially shaped box that goes with the system. They told me that they would try to get one from another store, and that it would be there in a half hour. I went to grab a cup of coffee, and when I got back, everything went smoothly. They recognized me and gave me the box without any hassle. I didn't even have to show my receipt showing that I bought it. So yes, it is unfortunate that U-Haul is ever necessary. That being the case, however, the Raymond Avenue branch is pretty darn good. read more

I did finally receive a call from the manager of the location. Though he called not because of the email that his own customer service call center sent him, but because I kept calling. He refunded the $30! Only three stars though because- whew- that was a lot of hassle. read more

This is not a good location. Homeless everywhere and the staff don't give a shit about the customers. Dirty cars and they overcharged me.

Was scheduled to pick up at this location but trailer wasn't there. The employee told me it was at another location. Nowhere does it state anywhere in my email it's somewhere else. I was told they tried to call me but got no answer. That's a lie, modern day phones keep a log of calls. Spoke with representatives on phone who was not helpful and laughed because I was not happy. Miraculously I got an email after all this happened that states where to pick up but it's for 2 hours later than my confirmed pick up time. U-Haul has become the worst. read more

I would give 0 stars if I could. I made a reservation over the phone with a representative and received an email confirmation for a storage with elevator access as I mentioned that I have heavy items which I needed to carry up and down frequently and I can't do that on stairs. The day I arrived from Northern California with the rented truck at this location, I was told no storage unit was available for me and also even if it would have been, there was no elevator at this location so I couldn't have used it anyway. They said even though I had a reservation confirmation, there's nothing they can do for me as there wasn't any unit available. The bad surprise of not having a storage unit available was after the scheduling team for trucks had moved my pickup location for the truck in Northern California from the location I had booked it at, which was closest to my home there, to another location which was further away and was opening only at 12:30 noon even though my pickup time on the reservation was 10am. So I had to scramble last minute on my own to find another location which was opening on time and make a new reservation, since the customer service said they couldn't help me late at night when I noticed the opening time for the location they had assigned me was so late... STAY AWAY FROM U-HAUL! There are so many truck rental companies and storage places to rent from that you really wanna do yourself a favor and save the headache of having to deal with the lack of professionalism and lack of communication U-HAUL is showing to their customers on a daily basis. Just think about it, there's a reason why most of the U-HAUL locations have 2-3stars ratings overall.... read more

Please don't take the bad reviews as a sign of a bad business. Mr. Decker runs a top notch facility and in my experience, he and his employees work very hard to satisfy every customer. In 2013 I rented a trailer on a couple of occasions and a moving truck once. I also rented a storage unit for six months and visited often to retrieve items from my unit. Every time I went there I experienced a welcoming atmosphere and true professionalism. I do not know Jim Decker or any of his employees and was not asked to write this review. read more

Worst place to go if you need U-Haul... Lack of attention lack of service lack of work ethic

UHaul has proved to be beyond our worst nightmare. We reserved a pod and truck at the Pasadena place 3 weeks prior to our move. Two days before we got a voicemail message confirming our reservation for GLENDALE!!! We were there before they opened and there were 20 (literally) people in line before us and ONE , that's right, ONE person working. After 2 hours wait we got out truck and pod and headed home. We had the pod packed in 1 hour and when we returned with it to this Glendale place, we are still in line after 2 hours trying to check out. SAVE YOURSELF!!!! DO NOT EVER USE UHAUL. We are flying across country tomorrow and will probably have to stay up all night because of this horrible, horrible business!!! read more

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! read more

When moving out of Pasadena, I set up everything online through this Pasadena store. I'll preface this to say that the people who actually work in the store - Kenny, Troy, Gabriel, and Mia, are awesome. They provide excellent customer service. The problem here is the manager, Jim. Literally every aspect of my move that I scheduled, was messed up by this dude. The movers I hired through Uhaul never showed up, Jim ditched the office early that day so he wasn't even there to field my complains (which is how I know the folks that work there are so good), and I never got any return call from him to apologize or anything. If I could do it over again, its worth paying more money to use a better service. Every step of the way has been a battle with Uhaul - especially Jim who manages this location. read more

been here several times now. aside from being pricy for what it is, the clerks are cocky, lazy and condescending. shitty, all in all. Also, return policy is BS: they ask all kinds of personal info for a simple return. BETTER OFF TO OTHER PLACES!! read more

Run don't walk away from this location. Refuses to answer phone or even respond to calls from corporate call center. Parts paid for three weeks ago are falsely claimed to not be in stock (per corporate inventory check), appointments cancelled the day of, and then no alternate appointment offered. Worse and worse. read more

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. read more

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

I rented a truck to move my son into his new apartment.This business is professional and efficient, but they said there was a quarter tank of gas in the truck, but when I went to drive it away there was only an eight of a tank. You need to check the tank before you sign the contract. (This upped the bill 10%). Also, as others have pointed out, the men hanging around the facility looking to help are not very discrete. read more

I use this store for my RV needs. Good propane service as it's nice to get some help from them when I pull in. Propane price was a little high, but not too bad. They have some items that I've needed in the past included hitch accessories. They've also fixed up some work another store screwed up (not a Uhaul) when installing my tailgate electrical connections. Sometimes slow to get help when it's crowed buy overall worth the effort if they have what you need. read more

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!!!!! read more

Leslie at the Pasadena UHaul location was so helpful! He spent 25 minutes on the phone with me running through nearly 10 different options on how to get from LA down to Orange County to help me find the best pricing option. Once we decided on the best option, he signed me up for a UHaul at my preferred time, and set me up with the rental agency just down the street in Pasadena. I picked it up the next day with no hiccups in the process whatsoever, loaded it up, drove it to storage, returned my UHaul in Tustin and was on my way. Overall, it was an extremely smooth process on the phone and in-person to pick it up in Pasadena and drop it off in Tustin. Thanks Leslie for helping us out, you made moving a little bit less annoying than it typically is! read more

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. read more

They " lost" my truck after i returned it? Waiting to see what litigation is involved,. I believe this is an insider job as they say you can drop it off after hours. Then they have someone on the inside steal the truck and charge you for it. Unbelievable!! read more

There is a reason why this location has such a low customer rating, it is because they have terrible customer service! I rented a pickup truck for 2 hours last week. Thankfully we double checked the mileage before we left. What they had as the correct mileage on the contract was 20 miles over what was on the odometer and since their scam is to charge per mile on top of the rental price that would have been an expensive mistake. Even though we brought this to their attention and they changed the mileage on the contract and both we and one of the employees initialed it, when we returned the truck they insisted that we were trying to pull a "fast one" and charge us for an extra 20 miles! We were so upset we called the corporate office and all we got from them was a nasty attitude and an unwillingness to admit any wrong doing on their part. I suggest that if you are thinking about renting from u-haul, THINK AGAIN. Choose another moving company to rent from because if something goes wrong, and it probably will with these people, they will not help you. U haul has clearly forgotten that the customer is the life-blood of their company and that they should be treated fairly, kindly and with respect!!!! read more

Came here to pick up some moving boxes, and no place to park. There is extremely limited parking available for customers. I drive around the rest of the parking lot, which is full of moving trucks and empty parking spaces for trucks. Several staff members pass by me, see I'm confused as to where to park, and say nothing. I finally decide to park in the most unobtrusive spot I can find- at the end of a nearly full row of moving trucks closest to the store entrance. There was plenty of space on the side of the trucks in the row if one of the vehicles needed to be pulled out during the 5- 10 minutes I was in the store. About a minute after I get into the store, and I'm just about to go to the front desk to pick out my moving boxes, one of the staff members from outside, who said nothing to me earlier, when I was parking approached me: "Excuse me sir, is that your blue car out there by any chance?" "Yes it is," I reply. He then proceeds to tell me, "you're going to have to move it. It's parked by the trucks over there." He asked me to "double park" in the customer parking area. I then explained to him that no one said anything to me when I parked, and he responds, "sorry, guy". "Sorry, guy"?! This is your apology for watching me park my car and walk into the store, then playing dumb, asking me if that's my car, and proceeding me to ask me to walk back to my car, and move it?! This all goes without mentioning that I'm sure it is a daily occurrence for customers here to be confused about parking, because of the extremely limited number of spots available. And this is how they handle the situation. They don't put up a sign. They don't kindly direct you to double-park while you're obviously confused, and driving around, looking for an appropriate place to park. Moving is stressful enough. The last thing I need is to put up with passive aggressive and dysfunctional behavior when attempting to purchase some boxes. read more