I will never ever rent anything from U-Haul ever again. I don't care if I have to pay three times as much this was by far the most horrible experience I have ever had with any company. I called in Friday evening and was assured my local U-Haul provider would have a 15 ft truck waiting for me when they open at 9:30 after I expressed the importance of being able to leave and be on my way as soon as possible after they open. I only by chance called on another issue the next morning Saturday morning to find out they needed to confirm after I was promised it was all set so they told me to call another number which I did and found out they did not have a 15-ft truck at my local U-Haul rental establishment! They only had a 10 ft so I asked the representative what the dimensions of the box were thinking maybe we could make it work he told me the roof of the box was 8 ft on the inside so I did some calculations and figured we could make it work when we showed up we found out not only the box was not 10 ft long but it was only a little over 6 ft high there was no way this was going to work I was irate I was lied to twice already! So the employee at the local U-Haul looked for a 15 ft and there was one available several miles away in the opposite direction we had no choice now we are late and because of this the property we were supposed to pick up was now up for grabs as we were supposed to be there by 10:00 we missed out on thousands of dollars worth of merchandise because we didn't follow through with our agreement which was no fault of ours I did contact the party and explain the situation but they didn't care they were on a schedule and a timeline and I don't blame them in the least bit. Now we got pretty much the crap that was left over and the roof leaked somewhere and leaked on to the merchandise that we picked up not sure how much damage if these stains can be removed with ease or it's going to require more than that? I called and called repeatedly was told that I would get a call from a supervisor on Saturday morning no call came! We dropped the truck off at 1:00 and then they claimed we dropped it off around 4:00. Then I get the so-called receipt and see all of these charges that were never explained or told to me at the time of making the reservation $15 insurance a couple other charges they don't tell you that not only it's a $1.50 per mile which I assumed would include fuel but no you have to fill it up to where it was none of this was explained and that's not even the big deal the big deal is we were late and missed out because we were misled and lied to we were promised a 15 ft truck when there was no 15-ft truck available there if they had told us this we could have went to the other U-Haul establishment several miles away in the opposite direction and pick that up much earlier and everything would have been fine. Saturday evening I called again asking for a supervisor as I never got the call I was promised and I was promised again a supervisor will call you it is now Monday afternoon no call! They don't care about customers they only care about your money it's a sad situation that this is acceptable behavior. If I could give minus or zero Stars that would have been my option. Also forgot to mention what a pleasant experience it was driving this vehicle that was definitely not running properly and raw gas exhaust was leaking into the cab this is great right! That's another little fun thing that I forgot to bring up when I called in Saturday afternoon even when I told the representative and went on the app to do the return and told the representative we dropped it off at 1:00 just like the app would show and still they said we dropped it off at 4:00 this whole thing was asinine absolutely unacceptable! Never again!!! I strongly recommend going with another company if you need to rent a moving truck or even trailer even if you have to drive a little further or pay a little more believe me it's worth it! Never again!!!
Matt A
Customer Reviews for Ace Automotive Service Center
(U-Haul Neighborhood Dealer)
Testimonials From Recent Customers
Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.
Despite computer issues beyond Mike’s control, he was pleasant and had excellent customer service to keep us entertained and satisfied while we waited. I would definitely rent from there again.
Jesse BThis is the best Uhaul pickup site in our area. Fast and thorough service!
Michelle CI have rented from Ace UHaul several times and never had an issue. Michael has always been professional and helpful whenever I had a problem with my account. I would highly recommend Ace UHaul to anyone looking to rent a vehicle.
Julie MEverything was very smooth from pick up to drop off would definitely recommend to others using a U-HAUL.
Cole BThere was no cell service so I had to keep driving down the street to get the website to work to check in.
Ashley BThe truck has garbage and dog hair in the back that I had to clean out before I could load my things. The location was great, as was the man who checked me in, Mike. He was very friendly and professional.
Charles SMike was a pleasure to work with and goes by the book. I appreciated that.
David GMike was great
Kenneth LWONDERFUL SERVICE! THANK YOU
Donna PThe gentleman was very kind, personable, friendly, attentive and professional. I give him 10/10
SCOTT FThe gentleman that I made the transaction with was very polite and professional. Truck was extremely clean and perfect for my needs. Absolutely would recommend the W. Broadway UHaul
Richard BNot from the area so not much I guess
William RThe walkway to the office was not shoveled and snow filled. Also, the vehicle was very dirty inside and out. When I went to return the truck around 1pm, the office was already closed on a Saturday.
KERRY SNo problems
WAYNE MAfter our drop off experience at the Gardner, MA location we will not be using Uhaul in the future. Upon learning of the location change, when we arrived the gentlemen that came out was unclear as to where we were to drop the trailer. He eventually led us to the far side of building where it was very difficult to navigate turning around to back the trailer into place (parked car, snow bank and other trailers). He proceeded to mock your paid customer, offering no assistance whatsoever. When I got out of the truck and came over to him he mockingly asked " how the hell did you ever make it here, that is the worst backing up I've ever seen". He then walked away as he barked " no need to come in, checkout will be by email", only to come back over and say " you probably left the furniture pads unfolded and thrown in the back, didn't you?" I responded " no, they are folded in the back, along with 2 bags that were never opened, I would never do that to you". The level of disrespect to a customer who had just buried a member of our US military, still grieving, was so uncalled for. This location should be stripped of their Uhaul association immediately!
KENNETH MLights on trailer didn't work and over charged me and didn't have equipment that was in stock also said it was not returned yet was
ANGELAA MVery rude customer service. BB pellets in the truck everywhere before we even moved stuff in. Was not told about temporary $200 charge before we even got the truck. Expensive, I'll use Home Depot truck next time. -5 stars.
BRIAN FTruck had snow all over it and was not shoveled. The trucks are old, and gives bad user experience.
Samuel AOwner was a jerk. He lied and told me that I ordered insurance. I did not!
JOHN CThe customer in person human interaction was extremely poor. The person confirming and setting up the rental in person was extremely rude and sarcastic and would drive out of my way next time if I had to rent from other location
JOEL BNo real comments, drop off went smoothly at this location.
Ariana CNot very welcoming.
ERIC WBest rental pickup around—fast, easy, and stress-free! Clear expectations, no surprises. I’ll be back!
COLLEEN FAce Auto had what I reserved was quick efficient at getting me on the road with working equipment. Now that I know Ace has good working equipment at a reasonable price I'll be back for sure. A HUGE step up from my last Uhaul experience in Michigan 20 years ago, where the truck wiring was broken the trailer lights didn't work and I was left to fix it all cause it was all they had.
ANTHONY LThe dolly I rented had a bald tire and the safety chain was very worn out. Cut my hand when removing it.
ERIK VNot much. Mike was VERY helpful, friendly and professional. Would use this location again.
NORMA MThe cost was too much but I think this was a Uhaul thing. Aside from that the gentleman who was covering was so nice.
MELANIE LThis location has very poor cell service which makes it very hard to us the U Haul app to pick up or drop off a vehicle. U-Haul should require a WiFi for all business
KEVIN BArrived approximately 4:30 in the afternoon to drop off my equipment. Late in the afternoon but still within business hours. Walked all around, knocked on the doors, but not a soul was there. I made multiple phone calls at the number provided for the drop off location and all of them went unanswered. No drop-box or other information on dropping off equipment was provided. It’s basically somebody’s back yard with a long gravel driveway and a garage. I would have chosen another drop off spot if I had known better. Thankfully U-Haul’s phone assistance was very helpful in explaining what to do with the trailer. I took some pictures of the trailer at the location for proof it was droppped off in good working order. Thank you
ERNEST BNot a thing
MICHAEL CFor me I,think nothing.
ROBERT BThe guy was nice enough but the back of uhaul was full of sand so I had to clean it before even using it. and when I got to my destination some of my valuables were wet and a bureau top was water logged. Three was obviously a leak somewhere in the back storage area. Uhaul also quoted 2250 as a price for my needs and by the time I was done paid 2750. 500 over estimated price. Also no rebate for returning a day early and no reimbursement for the 300 miles I didn't use.
MARGARET BThe reason I would recommend is that I got a long good with the owner. He's a big teddy bear.
SANDRA SI recently completed a rental entirely online for the first time, and while the process was convenient in theory, there were a few frustrating moments. When submitting the initial photos for the key pickup, there was no prompt to photograph the inside of the truck. Upon arriving at the location, I realized the moving blankets were missing. I’m still unsure if I’ll be charged for not returning them—despite never receiving them in the first place. Unfortunately, I had to complete the move without them. Wanting clarification, I called the location, but the person I spoke to wasn’t very helpful. When I asked if the keys would be in the truck, his response came off as condescending: “Noooo! You fill out the release then it will tell you.” I’ve interacted with this same person before and didn’t have an issue, so maybe it was just a bad day—but it did leave a negative impression. Also, a heads-up for first-timers: the location can be a bit tricky to spot and comes up fast, so keep an eye out.
Melissa BStruggled with a phone signal to complete online Return process.
THOMAS BThe trip went well and I was super happy because we had a brand new truck with only 2000 miles on it. No problems at all.
SANDRA SN/A
TODD OFree coffee
PAUL BFriendly easy clean
JEANNETTE WNeed to add a kiosk for self check in there is zero cell service so it takes forever to get your rental and return the rental
Stefanie AOnline pickup was impossible with poor cell service in the area. I lost 45 of my rental time trying to use the app. Very disappointed
Sarah DCheaper prices
KENNETH FYou guys price gouge!!
PAUL DThe owner was awesome, hooked everything up and made sure everything was done right! Much appreciated. Will definitely use this location again.
RHONDA EGreat experience, will use West Broadway U-Haul in the future.
JANICE MNeeds wireless internet. I was unable to use my phone here.
Larry WEverything perfectly…
SIDINEI CI mobile returned the rental after hours so I never met anyone in person. I spoke with them over the phone to let them know I never received the appliance dolly or blankets from Wilmington branch. He gave me the phone number to customer service who says they will refund the difference.
Valerie MAll went well as usual.
Steven WThe rental was quick and easy. The truck ran great and it was clean. Both side of the rental made the pock up and drop off quick and easy. I would recommend u haul in the future.
Michael CMichael at Ace Automotive Service Center is very accommodating when I need anything. The vehicle is always ready. I hired a company from U-Haul (RHI) to assist me in my move, but they never showed up, called, or answered the phone when I tried to contact them on the day of the move. I wasted over one hour waiting for them, and I had to pay my assistant overtime for the extra hours.
Julie MLeft a review but forgot to add that check engine like came on about 45 minutes from our final location . That on top of having no tail lights for whole trip
Donna GSuper nice and professional
Michael MAwesome service trucks really did the job.
Ian BAce , was excellent. U haul in Keene New Hampshire. Was terrible. Refused to rent me a trailer. And I had a reservation ! Made me go 30 miles out of my way to ace . Wasted a hour and half of my time . I would like some money to come off my bill . I know I will not get any money back. No one will probably read this..
Joseph INobody there. Note on the door told me to call and somebody would be right there. Not true. I had to drop the trailer and leave after calling the local dispatcher to see if that was okay. Very poor
Alec mWent smoothly no problems
Richard LVery Pricey
Racheal A