Customer Reviews for Ace Hardware 651
(U-Haul Neighborhood Dealer)

Rating:

1.0

Set an "at the counter" appointment for 8 AM. Arrived at 8 AM to a very unfriendly lady who told me that "the person who knows how to do a Uhaul would not be in until 10 AM." Spent an hour in the parking lot on the phone with Uhaul getting things worked out before I was able to self-checkout the truck, get my keys out of the lockbox, and be on my way.

Rating:

5.0

Nothing can be improved. They were all very nice!! I would come-back here again for a uhaul!!

Rating:

2.0

Ace Hardware totally did not understand what they were doing. It was a local run, we only had the truck for about three hours. We were quoted different prices and first were told to go to Home Again Consignment to drop it off when we were done. We get to Home Again and they tell us, essentially, Ace Hardware was incorrect and it needed to be returned to Ace. Home Again was extremely helpful getting things sorted out but unfortunately Ace was NOT.

Rating:

2.0

I was told to pick the truck in Mattoon a few days before the move I was Told that it wasn't available and I will have to go to Charleston 12 miles out of my way to pick it up I then received an Email that I was getting a van had to call to make sure I was getting a truck was told I had to return it several miles from my home call the eight 100 number could not get through for half an hour I then was able to go to U-Haul near my home and drop it off there those people were very nice

Rating:

4.0

I was forced to drive 54.4 miles to pick up a truck in a town that I did not order it in. Despite traveling over of 100 miles to get the truck, I was compensated for less than 1/2 of the mileage and told basically that if I didn't like it I could rent somewhere else. Company refused to move the truck to the town in which I scheduled the rental. Local rep didn't return call. One way transfer staff had a don't care attitude.

Rating:

5.0

Experience could not have been better.

Rating:

1.0

They changed my reservation at the last minute, I first reserved a truck for one way then got a call only a day before my move in date that I will have to bring the truck back. I initially put in the one way estimated mileage but since I had to bring it back, it was double the mileages so I got charged more

Rating:

1.0

1. Local Ace Hardware were not helpful, timely or friendly. 2. Paid for dolly- no dolly in truck 3. truck was not swept clean

Rating:

3.0

Sweep it out before renting it to the next customer. Have enough staff on hand to handle both the u-haul and cash register.

Rating:

3.0

clean the vehicles - dont let employees smoke in the vehicles. give paying customers a refund on contracts that were not fulfilled

Rating:

5.0

The whole process went very well.

Rating:

5.0

Great customer service. Very friendly. Only complaint was the first guy I dealt with, helped hook the trailer up, and he didn't lock the hitch properly. But with a pretrip inspection the issue easily fixed.

Rating:

5.0

They were great!

Rating:

5.0

Used the on line return process which was great.

Rating:

5.0

This was a wonderful experience

Rating:

3.0

The professionalism could be improved upon. We had reservation to pick up our truck and waited for our registration to be pulled up. A local who “rents often” came in and they were greeted and then attended to first. We were told we needed to wait until they finish, although admittedly acknowledged he didn't have a reservation. After 15 minutes of their chitchat, the employee opted he would help us. The local ended leaving and stated he'd come back tomorrow. He didn't want to wait. (We saw him about 30 minutes later in a Uhaul truck).

Rating:

5.0

I got a weird Extra charge and was unable to get a partial refund for having it less than 24 hours of my 48 hours

Rating:

5.0

Let me just say that the man was amazing at the drop off location. He listened to my concerns about the fuel and mileage charges. He made a phone call. Yes, the process took a very very long time. But he took the time to take care of my issues and listen to my concerns. He was awesome. Thanks so much, Rick.

Rating:

2.0

The UHaul company needs to communicate with Ace and be aware of other reservation. I did a reservation and then got a call from the actual company saying that my time was not available. This was frustrating and then threw my day off. Not happy at all with my experience

Rating:

4.0

1 - Return was difficult when employee was trying to check in via your app. Had to call for assistance. 2 - dolly was not available when picking up. 3 - Mileage quoted over the phone did not match final price charged. We were told $0.89 per mile over the phone.

Rating:

4.0

Very nice and helpful people at this location. Great people, wish I had this experience when reserving my truck.

Rating:

5.0

Even though most damage was tagged, the inside passenger side fender was cracked and entangled the tie down strap. I didn't noticed this when I picked up the dolly, and I'm sure the rental personnel didn't notice it either. It took me about 10 minutes to get the strap loos and clear of the fender before I was able to load my car onto the dolly.

Rating:

5.0

Nothing Rick who handles Uhaul at this location was terrific.

Rating:

1.0

The staff at Ace are extremely rude and I'm disappointed that I've now had to use them twice rather the other place in Charleston.

Rating:

5.0

Great service.

Rating:

2.0

I reserved this uhaul online. When I went to pick it up, they couldn't find my reservation. After about 20 minutes of searching, we discovered it was put under the person I named as the driver. When I went to return it, they didn't have anyone trained to do it, so I had to do it online. Unfortunately, I wasn't able to do it online, so I had to return in the morning to take care of it.

Rating:

1.0

Have rented U-Haul dozens of times . This specific location took me about 1 hour To get my U-Haul . There were very few trained employees. When I returned the U-Haul there was noone available to check the truck back in . I was told to get on my phone and do it myself. Very disappointed with my experience this time. I also had to drive 20 miles to get my U-Haul and another 20 miles to take it back . Time is money. Especially when you move. So I was charged for 40 miles I didn't even need . I went to the U-Haul location I used religiously and signed up through them . I then got a phone call telling me I'd have to go 20 miles away and was told we could work something out. When I got there the employees had no clue . Very disappointed is all I can say . The U-Haul was dirty, wasn't full of gas. Missing the moving blanket and dolly that are supposed to be attached to the truck. With COVID 19 happening the vehicles should be wiped down properly. If no one can do that U-Haul needs to shut down til after the pandemic.

Rating:

5.0

The stores were great ...it was uhaul that I am disappointed in...i will be calling to inform you of thatvsoon enough

Rating:

3.0

had reservation to pick up trailer at said location---personnel was great---BUT---took over 2 hours to finish up paper work due to a lot software problems---we were wanting to hurry due to a storm coming in but due to long process of paper work, we didn't make it---loaded trailer in the rain (everything got soaked)---Also thought to rent trailer was very expensive ($184,00). Doubt if we would use U-Haul again if we had a choice due to this past experience

Rating:

5.0

This place was a lot closer to me manger took care of me.

Rating:

5.0

The staff at Ace Hardware went above and beyond to ensure everything went smoothly!! I would certainly recommend them!!!!

Rating:

5.0

Despite being new to the U-Haul family, customer service and overall experience were exceptional. They even helped me complete the online rental, on site!