The gentleman at this location was very quick at getting checked out at a timely manner so I could be on my way.
SHELLEY 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.
Best rental experience I have ever had! Easy arrangements, super clean and new vehicle!
Kevin MCOMMUNICATION AND EXPLANATION OF ALL CHARGES!! I have never been more disappointed from U-Haul and I rent mainly and only from U-Haul. It was just a bad experience
KACEY PThe vehicle is rented from this location was in dis repair. On my way to use the vehicle it broke down and would not restart causing a huge delay in personal schedule for myself and parties involved with the usage. Roadside emergency tried to help but dropped the ball and was having issues location tow, emergency help, and a swap out vehicle. I paid twice for the same rental. And was told by uhaul help number I wasn't supposed to be charged for swap out and to call them back and dispute. Your truck broke on me, delay myself and a few others for a half day, then proceeded to charge me again to get another truck and after all that was said and done I was supposed to call around and chase my money.
TREVOR KAbsolutely nothing you did it all already. You have good teams in place while proving good equipment you just need good customers.
MICHAEL OI originally made my reservation for Columbia, IL which was close to my home and convenient for me. The DAY BEFORE pick up I got a notice that the equipment I needed wasn't going to be available at my location so instead I'd have to completely rearrange my schedule the DAY BEFORE I was scheduled to move and travel 60 miles out of my way to go to Freeburg, IL to pick up the truck and that was rather inconvenient. I also had a tow hitch reserved but I was informed that the tow hitch was going to have to be picked up from yet another location in Belleville, IL which was another 40 minutes out of my way. The inconvenience of having to change my moving plans to pick the truck up a day earlier than expected and having to go out of my way for the truck was not very satisfying, it was actually infuriating and stressful. I also had to cancel the tow hitch that was to be picked up in Belleville, IL as it was in the other direction of our way of travel. It would have been way more convenient if the truck and tow hitch could have been delivered to Columbia, IL for me to pick them up. I ended up having to rent a tow hitch in Missouri on our way to Colorado which was not only still inconvenient but it costs three times what the original rental of the tow hitch was. If the rental truck and tow hitch could have been delivered to the Columbia, IL location it would have made my experience with U-haul way better. On top of this, I ordered 24 blankets to help protect my furniture in the U-haul truck and instead U-haul only had 8 blankets for me at the pickup location and I didn’t know this until I picked up the truck. I didn’t have time to go buy more blankets and protection for my furniture and almost every single piece of furniture was damaged in the move. Overall, the experience was incredibly stressful and I’m very disappointed in the fact that on my last day in Illinois I had to spend it running around trying to find what I needed instead of it being ready for me at the location I reserved it from. Moving is stressful enough, and I will never do business with U-haul again based on this experience. *I will say, the customer service in Freeburg, IL was great and they tried to get me what I needed. My problem is with the fact that I was supposed to pick it up in Colombia, IL and that location failed to meet my reservation or provide me with anything that I needed.*
Jolene LIt was easy and quick to rent because I have rented before so my information was in the system. It would be helpful if the gas was full already at pickup. The truck gas indicator came on right after I drove off the lot. The gas sticker should say which side the tank is on and how many gallons equals 1/8 tank, 1/4 tank, 1/2 tank, etc.
DEBORAH CI entered everything a few days before on line and they were not prepared for on line pick up so it took longer than anticipated they were great but the in line system does not appear to be effective when ordering
Jeanette HVery quick and easy to rent. No issues at all.
Matthew OVery professional, thorough and pleasant to deal with.
DONNARAE LThe associate attached the trailer, after departing, the trailer came off the ball and fishtailed before coming to a stop. Could have been a lot worst.
Colin FI put cash down thinking I was gonna get my cash deposit back. You guys are sending me a check I was told which is messed up. The customer service wasn’t good at all and they didn’t communicate with me about anything.
Julie CI had to wait 20 minutes for the employee to log into Uhaul as the system was not working. It’s not alot if time but, I did Pre register and all so I should have been in and out.
Michael DTerrible location and the one guy who dose the rentals is rude and doesn't know what he's talking about.
REGINA GWe expressed we didn’t want xtra insurance but got charged $30 xtra anyway for safe move which wasn’t in original quote given to us!. So we were charged xtra $30 we didn’t want
BRENDA VThe trailers need to have a jack on them. We shouldn’t have to lift them on the hitch. Bad design by uhaul. The screw style coupler sucks also.
JAMES WEasy to use website. Ace Hardware staff was very helpful. Great experience all around!
Richard HVery convenient drop off location and great service.
Jamie KTruck was dirty inside. We had to sweep all the dirt and Mudd out. Filled the tank exactly how we got it yet I had to pay 19.95
David SThe customer service was excellent, very helpful and knowledgeable
Amanda JThe chains attaching the trailer to the tow vehicle dragged and a link "disintegrated" during the move due to dragging -- actually coming apart and disconnecting one of the chains. Luckily a nice person along the route at a gas station had a wire in his truck and tied them up for us. We asked the Uhaul rep upon leaving the rental location if it was a problem and were waived away as an annoyance and advised dragging chains were not an issue. We then resorted to tieing them up with zip ties on our own which didn't hold. Thankfully the person on the route helped. Uhaul locations should ensure safety is maintained at the outset of the rental, especially when the customer requests assistance. The drop off location was great.
Karen WWish they had a sign in front of the store to say where returned trucks should park
Shane LI had a truck reserved at another location to be picked up before hours. I was not able to get a code to get the keys and needed a truck ASAP. The Freeburg location opened an hour earlier that my original location. I called as soon as they opened to make sure they had a truck. The employee was waiting for me when I got there and I was on my way in record time. They saved the day!
Marianne MFirst I'd like to say a great big Thank you to the manager and assistant manager of Ace Hardware in Freeburg Illinois they were super and actually took the time to assist my daughter and I with our horrible experience we endured from UHaul and their employees. My daughter and I rented the biggest truck available from U Haul at this location and we ended up needing it for 10 days in which it was only suppose to be 3 but unfortunately the help we recruited never showed up so it was just her and I to pack load and unload a 7 room home and 10 years along with a garage a shed and basement but I made sure when we knew we were going to require the truck another day I called in ample time as not to be in breach of the contract in which when the contract was sent to my phone the only page that was not clear to read was the page that included the payment and money owed and what woukd be owed but everyother 9age came across perfect which is my first issue. That's ridiculous and they should be ashamed of themselves. Now as I said I called every day at ample time as to not breach the contract but each and every time anyone answered at the St. Louis location they were the rudest and the most un informative for their job. I've never ever encountered such disrespect for their job ever. I will never ever use U Haul again nor will I referr them if anything I will defer people from them so they will not be spoke to amd treated as my daughter and I were and that's by the office staff and a gentlemen who hung up on me 2 times due to him not knowing the answer to my questions and then had hateful things to say when addressed that. Very extremely disappointed
SHELLY HI was receiving different email as to where I could pick up my 5x8 when o found one on the way to where I was going and l lose for me to drop off. Only problem they called me on Thursday and I went right away to reserve for Saturday , when I got there they told my they didn’t have my reservation , but trailer was there, no help hooking it up or dropping it off. Had three different people wait on Me
Dale BMore signs telling customers what to do. I had to return to the vehicle to take a picture of mileage and gas. I also had no indication where to park or where to go in the Ace Hardware.
Chip LPlaced a reservation and equipment wasn’t available. Had to call many locations myself to find what I needed.
Shannon RDropped off after hours, so no communication with personnel.
KIM DHow to book in should be in this review
KAREN GVery helpful. Thank you
Melanie BNothing, Once again, just keep doing what you’re doing
William CThe service was great
Jeff MEmployees were very helpful!
STEVEN CGet better customer service on the phone.
darend bNot sure why we got charged a mileage charge. Used it for 2.5 and super low miles. I think this is a Total rip-off. I will never recommend using The u-hail company to anyone.
DARRIN KEverything was great, but I’d have prefer not to drive 14 miles from the location I initially rented from.
Bethany JThe only thing I can suggest is to have the young man that helped me help everyone. He was exceptional, knowledgeable, friendly and very helpful.
TONYA HGreat customer service !
SCOTT Vn/a
WILLIAM LVery good customer service!
SCOTT V