Have the vehicle at the location requested. Don't go changing pick up locations 20 hours before pick up.
DAVID G
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.
The survey asked whether I would recommend this location but NOT would I recommend U-Haul. The location was fine but U-Haul really disappointed me. We reserved a truck in Colchester, where we live, to pick up furniture in Colchester, a total round trip distance of 17.1 miles (from google maps). We received confirmation and setup the purchase and pickup of the furniture. Then a few hours later we were informed we would have to go to the Norwich Ace Hardware to get the U-Haul truck. This resulted in a total round trip distance of 41 miles (from google maps). This resulted in an overcharge of $33.00. Also the truck had the Check Engine and the TPMS warning lights on.
Ellen FStop with the false advertisement. There were fees that were never mentioned or advertised on your box truck. The mileage went up twenty cents due to it being a weekend. So if I rented it on a Thursday instead of a Friday, Saturday or Sunday the exact trip would have been cheaper. I will never rent again and I will be sure to tell everyone my experience.
KAREN DThe agent was professional, helpful, and courteous. He was patient with the process, even though the since was down nationwide, he explored avenues to ensure I would get my rental.
Lorna MThanks quick and convenient
CRAIG LIf it was rating for Ace Hardware, I'd give a 5-star rating. The reason it's only a 3-star is because of the surprise I got when I saw that the mileage rate had gone up so much. I rent the van for a non-profit food pantry, so now the rental will be almost $20 more. I convinced the 'powers to be' that renting the van is better than repairing the truck we used to use.
KENNETH FMake sure the trucks are in good working order, the check engine light came on, it sputtered and stuttered and I didn't get the runs complete that I needed to, 120 play dollars for this? I won't rent again
DAVID ZGreat service, fast, and convenient.
CHRISTOPHER Fgreat sister met service and no issues with the truck
SHERRIE WFix broken low tire pressure indicator. Allow more time before app that reports/photos condition of truck before it times out.
MICHAEL GThis truck was clean but worn out. The steering wheel was cockeyed and the transmission was slightly iffy. But it ran fine and did the job. The price was very fair. Honestly, I would have happily paid more for a nicer vehicle.
STEVEN HThe people checking me in and out were both very helpful. Vehicle was there and ready! With limited legroom, the 10' truck is tight for anyone over 6' tall (like me). The truck went out to me at "full", when it wasn't actually at full. I went back to mention that to them, and he said he 'would update that', so I had no problem. The back overhead door was open when I got the truck, but the girl came out and ensured that it was working. I think the rollup door handle had just gotten stuck when opened and the previous person possibly couldn't get it unstuck.
KENNETH FTruck was dirty and the low tire light was on when we picked it up. They told me the light was was just a glitch and they were fine. Made me uncomfortable. Also, when we returned the truck less than 2 hours later the woman told me it wasn’t swept out. The dirt and debris in the truck was there when we opened it, it was not from us. I told her if she had a broom I’d sweep it, but wouldn’t be happy about it. She didn’t make me sweep it.
Kelly MThe vehicle smell terrible!! I feel that I should get 100% of my refund back like I said I have written many times from the same place but this time it was absolutely terrible in the vehicle. Feel free to reach out to me at 401-521-5421. My name is Cindy Silva.
CYNTHIA SEmployees and vehicle were great but I can’t wrap my head around renting a $19.95 van and you stay well within the parameters and your final charge is $80! I don’t get it. Is it EVER $19.95 to anyone?? Just say $80 to start with.
PATRICK MLike always, it was a professional, flawless process. In and out, no problems! Thanks to Ace Hardware, once again!
KENNETH FBetter inspections prior to releasing a vehicle. First box truck had check engine light on. Requested a other vehicle.
DANIEL LThe personnel at ACE Hardware have a high respect for their customers and they were very attentive to any concerns I had. Thank you!
JOHN MGreat service. My movers were late so I was late returning truck and Ace hardware was understanding and extended the drop off time.
AMY SShow true pricing on side of truck. $19/day? Complete bullshit. Try $120 if you drive just a few miles, not including fuel.
Michael BThe process was easy. The van was clean and ready for me. Overall a great experience during a stressful time of moving.
PRISCILLA BI scheduled a van pick up 4 days prior to pick up at Central Village. Less than 24 hours before pickup I receive an email, not a call, that my pickup location was moved. I explained the issue with that, as it was well out of the way from either address, and there had been arrangements that had been made according to time. But was told that there were no vans available at that location. I was charged more than twice than what the estimate initially said. Also, we were told the van had a full tank upon signing. We got in the van, and it was not a full tank, but I was still expected to fill it up and did. Very unimpressed. I understand it isn't the cashiers fault but the last-minute change made the move so much harder and twice as expensive.
Brittney MFirst of all, the new 9' van is amazing! So much easier to get things in it. The back door is a foot taller, and the sliding side door is so much better. The driver even has more leg room. The people at Ace are always so friendly and accommodating!
KENNETH FExcellent costumer service
CARLOS VStore was understaffed. Only one person at the counter, as their primary business is retail hardware, I was asked to wait until other customers were checked out with their purchases. 4 transactions and conversations before the woman was able to deal with my reservation. Not her fault, she tried to get another employee to come to the checkout, but they didn’t.
PAUL BI was attended by a young lady named Nat. Absolutely amazing sweet lady. And my drop off was with a gentleman. No words, to describe their service but one word, Amazing 👼🏻
BERTHA LWatch how you pay for the serviceslook at your reciept
KARIN JThe UHaul smelled bad and had a tire pressure warning. They put in an air freshener but it still smelled bad. It did the job and we were able to make the move. I didn’t have high expectations so it was fine.
Wendy LDo better
Joshua BThe morning light was on that there was something wrong with the tire. The representative assured me that it was a faulty sensor. The air conditioning didn’t work on the hottest day of the year. Rep said they knew that U-Haul doesn’t really replace that.
Laura HJust customer service is weak
Melven BExcellent costumer service
jose oNothing great service was very happy
marlon gMax, employee that waited on me was very polite, helpful and professional. Will definitely rent from them again. Hope he gets to see this review, he deserves it.
Eric ARepresentative/associative/clerk to talkative, took 5-7 minutes more.
Elsie JThe women who reserved my u-haul could not have been nicer. She was so helpful and answered all my questions.I wish I had gotten her name. However the women who waited on my husband to get it was so rude said we did not have a confirmation number even tho I texted it to my husband . She actually swore at my husband saying I’m so F ing over this.Ultimately she had to get another employee who found it right away. Unfortunately it was a a very dissapointing experience for my husband. I hope the first employee who helped me on the phone gets her prompts
Wendy DGreat experience with drop off and pick up of the van at Ace. The clerk was helpful and knowledgeable.
Lynsey TWorst place to rent uhaul from, you will get nothing but bad treatment and abuse.
SAJJAD ZThe only issue was trying to get the truck using my phone. I had to check 2 boxes and I couldn't get the 'location' box to check. I didn't know how to make it check. If the person inside didn't help me, I wouldn't have been able to get the truck. Everything else went as expected!
Kenneth FExcellent customer service
PETER GI picked up the truck with 7/8 tank of gas, dropped it off with 3/4 tank. The Rental place, Ace's Hardware, claim they put an additional 9 gallons of gas to meet the original 7/8 , charged me $4.72/gallon (local gas is $3.62/gal) and somehow were able to issue a final bill of $300.00. Tax and other charges etc included. Hmmmm.
Chet LThe rear sliding door key was not on the key chain (only the ignition key was) and that door was padlocked. I had to drive back to the store and wasn’t expecting to be charged for that gas. Other than that, experience was fine.
scott gI just felt like the service was excellent ! The sales lady was so friendly and connected with me as she knew my mother in law from years ago. Made sure we were taken care of well in a horrible rain storm. I bought more gas replacement than I needed to because I was so grateful for how I was treated there. Many Thanks!
ELIZABETH OGreat service
Robert BThe customer should know it’s not really 19.99. It’s more like double. That’s the only thing I thought was a little like false advertising.
LISA AClean cab of vehicles prior to renting again.
John MInform customers that an X mark on damages have already been recorded
Jonathan BWe didn’t reserve a trailer but they did have one available when we went in. They were professional and courteous and we will go back there if we ever need to rent again.
KEN CVery positive experience. Pick up and drop off very easy and quick.
George HNothing
Joanne MThe truck we had leaked water all over our personal belongings. We had to throw away a ton of food and now have a wet mattress.
Michelle J