To Whom It May Concern, My recent experience with U-Haul was extremely disappointing and concerning. When I picked up my 26-foot truck, the moving blankets I requested were missing, and the truck had a check engine light on. I immediately contacted U-Haul and was told by an agent that it was safe to drive unless the light began flashing or the truck developed mechanical issues. After arriving at my new address and completing the unload, I started the truck again, and the check engine light began flashing rapidly. I contacted U-Haul right away and explained the situation, noting that there was a U-Haul location just three minutes from my house. I expressed that I did not feel comfortable driving 40 minutes with a flashing check engine light, but the representative informed me I would be charged if I returned the vehicle anywhere other than the original location. I then contacted roadside assistance. The responding technician confirmed that the engine was misfiring severely and that there were multiple other issues with the truck. However, he stated that U-Haul instructed him to clear the codes temporarily so I could return the truck, even though it was not in proper working condition. The drive back was miserable — the truck ran poorly the entire way. Despite returning the vehicle two days early, I received no compensation for the inconvenience, the unsafe condition of the truck, or the fact that it broke down in my driveway. This experience was unacceptable from start to finish. I will not be using U-Haul again and expect a response regarding how U-Haul intends to address this situation.
Damion W
Customer Reviews for Ace Hardware
(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.
Honestly, I was in a time crunch and the lady at the counter was having a serious attitude about checking in the truck for me. I really hope she didnt add any additional charges. I have a picture of the milage. She did not seem happy to help me. Nor did she seem to like me asking g her for anything. Im sorry I normally check my truck in on mobile but I just couldn't this time. I am sorry and hope this doesnt affect my future rentals. Thank you.
JOE RYorkville Ace Hardware was very nice and very helpful. Jeff Anderson was the one who helped me, thanks
EARL SAppreciated the excellent service and hands on help from the team at Purcell hardware!! Thanks Gene Wilberg Yotkville. Illinois
GENE WTire was low, had to take care of it Ordered a dozen blankets they only had 4. Could have definitely used the other eight of them
GREGORY KTell u haul to go back to paper and forget the phone check in
JEFFERY PFriendly service at the Ace was nice. Truck needs brakes.
VITO CWonderful service ace hardware has a great team they were so friendly too good customer service thank you
TACHAH WCheck engine light was on when loaded brakes were bad truck didnt want to stop Dirty gloves on dash board Front end felt loose
BRIAN RInforming the customer penske is a better rental.
CHRISTOPHER CI had no issues
Chad BThe friendly gentleman who helped with with all aspects of getting the truck for my move was incredible, helpful, and very good at explaining details. The truck was ready for me to go. The process was easy and there were no hassles along the way. I very much recommend Ace in Yorkville.
MARK LThe Uhaul system to book took 30 minutes and they still couldn’t take my reservation. Another customer had to tell me to download the app to book. It didnt appear to be Ace’s fault it seemed like it was the Uhaul booking system.
JAMES GThe last min change that we had To pick up at Aurora on Lake street was very inconvenient. I called ace in Aurora and they informed us yes bc they didn’t have a 20ft truck. So I rebooked for a 15ft that they had available… then when we show up to get the 15ft one there was a 20ft there. The communication was poor.
Michael KNeeds more equipment at this facility. The woman who helped me was exceptional. She was very kind.
Anna KAce was an easy drop off
joy nScariest vehicle I have ever driven. Truck wanted to dart left and right. Something is seriously wrong with the steering. Smelled like a dirty ashtray.
JASON DA quick walk around the truck at rental.
STEVEN WThe trucks are not very clean. There is no trash line about. But the control knobs in the gearshift and the cupholders are filthy. Every time. And why when I place an order well in advance and have moving blankets on my order are they never there? They want me to take my time and use my mileage and drive to another store to get blankets. Don’t accept orders if you never have blankets.
MATTHEW LEverything went well.
JUAN MReserved online with a discounted rate for dropping at their preferred location. When I went to pick up the trailer, the discount didn't show and there was nothing they could do. I had to call corporate and get a refund for the difference.
TODD GPoor attitude
ROBERT TWonderful folks, very helpful!
Samantha HNot enough trucks available for the time needed. Also no equipment available
MEMORY DVehicle needs brake job
GLENN MFriendly staff. A personal issue caused me to have to wait there for a while, and the staff were great. They chatted with us and let us hang out while we waited.
Andrew FMake a 10’ with the ez ramp, have more 15’ trucks. Had to pay a higher rate and rent 20’ because I needed the ramp and there were no 15’s.
CLINT MI would consider during the process of renting a truck that there are instructions before the payment process. Just so the customer knows what and where to pick things up at.
Mary DTruck broke down right after being loaded battery was dead delayed my move by over and hour
DENISE AThe truck cab was dirty with leaf and grass clippings, and the previous driver’s paperwork. The driver side headlight was not working. They also did not have my dollies or moving pads. And no one told me ahead of time that they would not have them.
Matthew LEveryone there was very nice and professional, explained everything thoroughly. I was highly impressed. If need be, would go there again.
WILLIAM HU-haul tried to sneak trip insurance on to the bill on the day I picked up the truck even though I explicitly denied it when I made the reservation.
TODD SHave drivers back in the trucks in the parking lot during return
Johnathan Bleft front tire was down 32lbls. of pressure. Had to go fill it myself and was charged per mile to go fill up the tire because there wasn't anyone available to fill it.
CHRISTOPHER PGreat staff
STEVEN SMy initial location on the website booking was change the next day, and not available, disappointing that we were offered but later denied and relocated to another pickup site.
Francisco RGood selection of trucks and trailers. Good availability. Friendly staff. Thanks!
ANTHONY GSlow process, did not help with hook up or ensuring properly hooked up
GEOFFREY HVery friendly. Explained everything to me with the text messages and looking the truck over.
KEITH HThey were HREAT 🙂
GEORGE TIt was great!
Nathan JNot enough room to park your U-Haul vehicles very tight location.
frank sThe truck can has ashes on the floor. There were empty water bottles and boxes in the cab. There was a used band aid in the cab. The cargo area was full of salt that needed to be swept out. The front tires were worn from being out of alignment. The truck wondered on the highway because of the alignment.
William KNothing. Excellent service. Provided service above and beyond what anyone else would have done.
Joann MEasy pick-up and easy return at local hardware store. Great customer service.
JASON SGreat rental facility and employees.
JOHN HStore busy, had to wait while cashier went back and forth working on my rental and ringing up customers. U haul website seemed slow or not user friendly
Greg KWindshield wipers need replacing. Truck needs to be wiped down and cleaned when brought back
Rick GI ordered two dozen blankets. They were not in the truck and the store was closed so I did not have the blankets I needed. Had to go buy some. !
Curtis H