U-Haul Storage of Pasco

I hope this saves the next person trying to move. They push you to use their little app. So I use the app and I rented a truck along with furniture pads, a utility dolly, and a furniture dolly. I pick up the truck. Side note: It seems they are either severely understaffed or understaffed in such a way that the manager doesn’t know what they’re doing. Case in point: They did not have a certified forklift driver nor a certified propane operator. This is a Saturday. Makes no sense. Back to the story: I’m picking up the truck. I asked if everything was included. They put a charge on my card for $180. I get home I open up the truck and to my surprise the items that I “rented” were not in the truck. So I called. And the lady on the phone is the same lady that handed me the keys. I told her my situation that I had no rental equipment. Her words were “I’m the one that helped you and they were not on your order”. So I went back to the little app and see that, yes, I did order those items. So I hopped in the really uncomfortable, super loud 20 foot truck and drive back down to the office on Court St (reminder: they charge by the mile so this COSTS me money). I get there and the lady sees me. I show her the reservation. We go to the warehouse and she tries to send me off with an appliance dolly. Then her words were “I don’t know why the app let you reserve those items when we don’t have them“. We then go talk to the other person at the front desk and they call their manager. Their words were: “ my manager said since you technically haven’t paid for it, we don’t have it, so you won’t be charged for it and you’ll be okay”. HOW does this help the customer?

Not only do they not answer their phone, but they make you use an app. You use the app and you schedule a reservation. You go to pick up your reservation and not only are they completely incompetent in the office, but they don’t want to get off their butts to make something right. Their customer service is completely horrid. Especially on a Saturday when it’s one of the busiest days to move. So now I’m left without two critical dollies - moving by myself - and now I have to either go buy one OR go find another place to go rent one.

Run. Don’t deserve anything from this place. Seriously the worst experience.

A few days after renting a van I got a bill for $100 (in addition to the $75 I paid for the service) because I returned the van without gas and I drove more miles than I told them, when before returning the van I made sure to return it with the gas they told me, I even put a little more in and about the miles maybe I did drive a little more but maybe it was 4-6 miles maximum difference, since at that time I didn't know exactly how many miles it was but well what I don't understand and I feel confused and robbed is why didn't they tell me that the same day I returned the van they even gave me the receipt I tried to talk to them when I got that bill to get a reason and I couldn't solve anything on the contrary they sent me to a collection agency and it was only 3-4 days after having rented the van so I had to pay $100 extra for what it cost me more than $200 including gas, to rent a van from that place for maximum 2 hours and transporting some stuff from Kennewick to Pasco aa and a headache too haha ??

We’ve always had a good experience at UHaul but terrible customer service at this location.

I've rented trailers here serval times, and it's always a good experience. The staff is friendly and professional and they do a great job.

Great people, most helpful and friendly. I would highly recommend this location and the representative that helped me.