This is my first negative experience with this location, and unfortunately, it will be my last. The rental truck provided was neither roadworthy nor clean. I have photo and video documentation. The front of the vehicle was damaged, and the front light was held in place with tape. A staff member prohibited me from parking in designated areas and repeatedly suggested I park my personal vehicle in the muddy area adjacent to the U-Haul trucks, despite there being ample parking available in front of and around the store at 7 AM. My vehicle's wheel well was filled with mud afterward, showing how soft the ground was. The staff member dismissed my concerns, saying they were of no importance. Tire tracks from my vehicle could be seen where I tried to free it from the mud onto firmer ground. The experience was very disappointing, even after speaking with the owner, who was contacted by staff and persuaded me not to use the regular parking lot. Upon returning the truck, I saw other vehicles parked in front of the store, yet I was told not to park there. I have photo evidence of this. I felt I was treated unfairly. I raised my concerns with U-Haul customer service. They directed me to the location director, with whom I shared my feedback. The director was courteous, attentive, and receptive. Interestingly, I am a regular customer, and during the week, the staff usually provide excellent service. My treatment during this incident was different. I was told that the staff member on duty was working the weekend shift and might not be familiar with proper procedures. I also gave U-Haul suggestions for improvement. The owner or local manager, contacted by phone, listened briefly but sided with the staff, despite not being on-site. It appeared the staff gave him incorrect information. They also failed to comment on previous instances of my parking in the lot during past rentals. I suggest posting clear notices with parking instructions to improve transparency. They criticized me for not bringing help to move my vehicle, even though I had no support and had completed similar short, same-day rentals without issue. I recorded the entire experience for documentation. During vehicle pickup, the attendant left the truck behind a locked fence and instructed me to go into the lot and back it out from another side. I requested that the fence be opened, but this was not done without repeated asking. It seemed the employee was unwilling to assist. They had another truck in good condition, but did not give it to me; instead, they offered a vehicle that was not roadworthy, which was disappointing. If renting from this location, it’s wise to thoroughly inspect the vehicle, including taking photos or videos for safety and as evidence. Regrettably, I will avoid this location in the future due to these issues.
Chika M
Customer Reviews for Ace Country & Garden Depot
(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.
I had to clean out the back .. it had about an inch and half of sand and dirt. I was 10 min late dropping off even though we didn’t start till 45 mins later. So I was stil in the 8 hour period and was charged an extra $80!?
Chelsea TBack passenger light wouldn’t go out. Rear passenger turning signal didn’t work. Only complaint I had
Deb SThe process was fast and easy in and out. Location was convenient and staff was friendly. Made our move less stressful. Would recommend and use this location again in the future. Thank you!
Lucie CHad the van warmed up and ready to go. Great customer service…. Representative was well spoken and polite.
JOHN LThe pick up was terrible Vehicle was not ready we had to find it buried in a field, clean the snow off then try to drive it through the field and out of the snow The location is extremely busy with only one poor young lad serving gas, filling propane and dealing with U-Haul contracts not fair to have one attendant at such a busy location Took well over 90 minutes to get our truck that we booked several weeks prior
BERNHARD SVery friendly and efficient service
LARRY OExtremely helpful staff.
Gilles PThe booking system is horrible… Even though I filled out the app online we had to do it all again… I have never had a smooth pick up ever and it’s not the staff’s fault
CHRISTOPHER BPick up and drop off were easy. Very helpful and polite young men. Great experience
David Sthere was a new booking programme and the attendant had not been adviced or had the password. led to a long delay.
RODNEY SVery seemless transaction. Pick-up and drop-off was fast and easy. Was cheaper than forecasted. Would recommend to others needing to rent a moving van, for sure!
Brian BAt this location :- nothing
phil wNothing.
Fabiano VCheck engine light was on when we turned truck on. Don’t understand why you would send out a truck with this issue. Very very little heat in truck cabin
Kevin CQuick easy and efficient
TYLER RGreat service.
Adam GEasy and efficient
Tyler RI picked up the rental vehicle but it did not give me an option on the app to take before photos and upload to the app. I took photos and have them on my phone. The fuel was only 1/4 full and there was damage on both the drivers and passengers side. I called and told one of your representatives.
Michael aThis was the second time I used this location for a short-term rental and everything was great. It provides efficient, friendly service and they ensure that the renter understands all of the charges in advance.
wayne dInitially, I went to the wrong truck, left my reservation number on seat. Forgot to take to correct truck. Is my personal credit card SAFE? Excellent service at ACE location ! Ross Marsden mobile # 613 986 6023
Ross MThe whole experience was very good. This was the first time that the app and online part worked properly so that improved the experience. The Ace Country & Garden Depot was friendly and efficient.
Steve HExcellent service. Efficient and attentive. Had the right vehicle on hand for my needs. I would recommend this place to friends.
Dwayne MGreat service!! Thanks again
steve tThe young lady working at this site at pickup and drop off was very knowledgeable, professional and helpful. The rented trailer worker awesome and did the job we set out to do.
RANDY KTruck was not clean. There was a pungent smell so bad that I had to wash the truck before I can even use it.
Inderjeet SNothing
KENNETH LThe service was excellent
ryan hService was great and the truck was clean, however the truck is certainly getting tired and should probably be retired. Transmission struggled to shift at times, and the check engine light was on. Thank you.
John SThe experience was great, thanks
scott sI was charged for the 87 km which was accurate at 133.o5 then uhaul charged me an additional 151. I right away calked them on it, then they gave me back the cash. Previous time I used them, they wouldn't give me my refund for over 2 weeks. I had to escalate to the highest manager to fix it. I need to move more items but I think I'd rather hire a moving company.
Erin JGreat customer service. I will be a repeat customer.
Patrick TThe pickup location was a gas station. The person manning it was constant busy looking after clients who needed gas since it’s a full serve. I was made to wait and wait and wait as the person only looked after me in between his clients. Then he didn’t know how to use the computer properly and was becoming pretty irate, banging the counter top and making uncomfortable comments, looking at me as if I was the cause of his shortcomings. A truly horrible experience!
Danielle SI liked the old paperwork system much better than the current one. The new system much longer and convoluted.
Heather WDon't overcharge. I was charged more than invoice.
Andrew WMy online booking was somehow screwed up when I got to the location. On the online booking, I had asked to return the UHaul to the destination location. I had only the choice of return the truck from where I picked it up.
Yavor KThe service was excellent the man who helped us was extremely knowledgeable and new his job well it made our experience at this location easy
adam lVery friendly and took drop off over and gave us peace a mind.
STELLIOS SAttendant was friendly, ready, helpful and efficient. One of the best vehicle rental experiences I have ever had.
David JTried to pick up vehicle from the app but the process for doing so was long and arduous. Really, you need 2 references/contacts for a 6-hour rental including my employer? That you state you WILL be calling them to verify is even more invasive. The app needs an overhaul. Duplicating info at time of pickup is completely unnecessary. Also, because location is a gas bar, everyone else took precedence over my rental. Clerk could not even attempt to start my pickup because people kept coming in for gas. I was onsite for 30 minutes before getting the keys to the truck - with less than a quarter tank of gas in it. Had to pull up to the pumps to fill before I could leave. Location is convenient. Pickup process is NOT.
Kevin BAll went very well
dan rGreat location
glen gno need to improve. everything was great
Roger sOur reservation confirmation includes our requested 2 dollies. Upon arrival to a location. 40 minutes beyond our preferred location, after driving 400 km, we were told that this location does not have dollies. I learned, after contacting customer service, that our original request for dollies was cancelled without us being notified. For 2 60 year olds, this resulted in a significant challenge. After locating yet another location with a dolly, we were on our way, 90 minutes beyond our schedule and before we had another 300 km to drive. VERY DISAPPOINTING EXPERIENCE
William MThe people at this location are pleasant to deal with. However U-Haul in general should try more than once to reach someone if they change the reservation pick up.
Chad BN/A
Chris MThe attendant was very helpful even though he was really busy.
Zoe DNo comments for improvements. The staff at this location were very friendly and helpful to get the truck ready.
Daniel GFriendly, helpful service.
Brian ySnow tires
Gaynel BThey did the best they could considering it was a last minute booking and they were super busy when I turned up for pick up. They are always helpful.and it’s a good local location.
Clare NThe staff at this uhaul location are absolutely wonderful. Always courteous and smiling and very knowledgeable...I will use this location again and refer others
lesa eRental should be gas full when returning Did not give return time
Bruce THave dealt there for years. As always, was served professionally and great experience..
BILL LA pretty basic location but the service was amazing! Very friendly and helpful.
DAVID CBlair was great to deal with!
Kevin FOnline booking is great, however the person serving gas at this location is the keyholder and Saturday morning was very busy at the pumps.
JUDY PHave rented previously. Always good service. Thank you.
Eric HThe UHaul service was fantastic, and I would use this location again, it should be known that the individual we dealt with (only one person) also manages the gas bar as well as the UHaul customers at the same time. Great job dealing with impatient drivers that should have filled up the evening before most likely left home late and are now headed to the Tim hortons drive through.
Steven HHelpful and friendly personnel!
Paul WOpen more locations
Samuel O