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Jonathan R
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 staff was very nice and it was an easy process to drop off after hours.
DAVID LWalking into Ace Hardware there was no clear indication on where we returned our UHaul. I asked a gentleman who worked there and he grabbed the key and said we'd get an email receipt. I said hold on that's it no explanation? He sighed and stated that if I wanted to wait it'll be awhile the person was busy. It's been a few years since I've last rented a truck but felt very disregarded about my inquiries on the return policy. Ultimately we did not wait and did get the email receipt but left me feeling like they really didn't care about how I'd prefer returning our rental
APRIL PI went three separate times and had to return after first visit given huge mistake in reserving trip to Texas (they had it one way back to my house I lived in. Then I get there and they still made a huge mistake and charged me way higher than rates. I called to get assistance from headquarters and they helped me fix it. Then I get there day of trip and Bob was having difficulties with my already established reservation and actually put the driver (my son-in-law) as the renter when I was the renter. He was condescending and kept asking me same question over and over again. He did do a good thing when they sent me a truck with no AC and got an upgrade. They all there including manager at this ACR hardware place need assistance in actually doing and completing reservations efficiently
josh cHelpful and friendly!
WILLIAM BThis location is great to work with. They have very knowledgeable people and go out of their way to help you
ROGER Hvery nice and smart and helpful
SCOTT RI was charged for a dolly cart but they never gave me the dolly.
OSCAR LI had no problems whatsoever. The men at Ace Hardware were very good. Check in and checkout was easy.
REBECCA GI left my debit card inside the truck, please help me to take it.
Laziz KI could not get the App GG o work when I returned truck.
JOHN VGreat place to deal with.
DOUGLAS TQuick and kind people.
JAMES HGreat customer service.
JONG PStore location was convenient! The staff was courteous and professional! They had a wide selection of U-Haul trucks, trailers and towing equipment. Thank you staff!
ROBERT HThey had the mileage wrong I told them before leaving with the van and they still charged me for the extra miles. I also had to clean trash out of it and concrete out of the back before I could put my stuff in it.
REBECCA WNothing everyone was very nice and helpful
PAUL ZMy AC didn’t work for the entirety of my 3 hour trip. It was 96 degrees and I couldn’t contact anybody in customer service. Terrible service
Brian UHave the gas tank on full., Much easier just to fill up the tank for drop off
KIMBERLY SUhual site was down and the staff (even though they are super nice and helpful) did not successfully manage the reservation now I have two bills. This is uhuals fault though not the location staff
JOSEPH SI was told by the agent at Ace where I returned the truck that I would receive a credit back on my CC due to turning the truck in a day early, used less millage then what was stated on the contract and returned the truck with more gas then when I picked it up. When I called UHaul about the credit a week later I was told there would be no refunds credited back to my CC, they told me that's how one way contracts work, very misleading! By the way, I know the next person who rented the truck I returned will be very happy with the full tank of gas and how well I cleaned the cab and windows!
DOUGLAS TI was charged for a 2nd uhaul that I canceled the day before pick up when it clearly states on the site when checking out that you will not be charged until pick up then it takes 2-3 days who know possibly more to get the refund which i think is horrible, the location of ace is perfect but that's it
LEO EThe furniture pads were damp
ROBERT TThe truck was in a HORRIBLE condition! Dirty, Smelly, Worn, Falling apart… Some maintenance would be nice!
RAMIN KKrista was very friendly and got me out of there quickly so that I could meet my Moving Help movers on time.
MARK PDropped off after hours
ANDREW VThe second truck that I was rented was absolutely filthy. I was also charged for 26 miles which is impossible since we only went 9 miles away. Otherwise, the other two experiences I had was great.
Michelke MThe vehicle had less or right at a quarter tank of gas and the interior was filthy money.
DENNIS HThe drop off process went very well.
DANIEL CThe van was dirty. I specifically did this rental online because, based on past experience, the personnel at the store DON’T STOP TALKING!!! Because of this, it takes a lot longer to rent the truck! It’s RUDE and ANNOYING! In fact, today, as I attempted to return the vehicle… One of the store personnel could not resist coming outside and trying to engage me in conversation. I refuse that attempt and he kept on pressing. Worse, he tried to prevent me from taking pictures of the damn van I rented,per the instruction on the application. No, I sure as hell would not recommend this damn store to anyone. The people who work there make it impossible to get anything done in a timely fashion.
Roy SThe location was great, but the U-Haul policy of $1.09 for extra miles driven seems to be a bit ridiculous/steep.
ROBERT SThe truck was not maintained. It had a check engine light stating check the fuel cap. The place knew this and did not tell me. So I had to call and check to see if it was safe to drive. Now this probably was just an O2 sensor or something, but could have been something more problematic. I did not feel secure driving this.
Andrew rVery professional very courteous everything was as it should be truck was clean ran pretty decent I reserved it went there and picked it up it was ready on time no problems my go-to place when I'm in Lebanon and I need a U-Haul
KENNETH SThe truck was disgusting. Old food debris everywhere. I realize these aren't luxury rides. But I don't like sitting in someone else's food mess. And they smoked in it..yuck
Timothy KThe truck only has 19,000 miles but idols rough.
ROBERT WNothing
CHARLES BI WAS VERY PLEASED AND CANNOT THINK OF WAY THAT YOU CAN APPROVE OTHER THAN THE TRUCK ITSELF WAS VERY HARD TO PUT IN DRIVE AND REVERSE. BUT OTHER THAN THAT, THE SERVICE WAS GREAT!
RANDY BThe guy I talked to was just a great guy and i had excellent service they had great humor I forgot his name but he helped me a lot thank yall
MONTANA RThe Truck was good. But the pickup location doesn't have a storage area for cargo blankets so they are kept outside? most of the 2 dozen cargo blankets we ordered were wet and frozen. the store doesn't have extras. Maybe another location can do better with supply storage.
Scott BWhen I got there the truck was covered in snow and inside the back end because the door was open. I had to go to the office to get a broom to clean the truck off and push all the snow out of the back. Was not very happy about that
CHARLES CThe truck was nice and clean. The rental process was easy. I just wish I had known that not all the trucks have ramps. The one I rented didn't have a ramp and it would have made my moving easier.
GLENNA HThe truck had a strong perfume smell and the mirror was messed up could not see the trucks need to be updated they need to be more with the times for geez Opie you got roll up Windows no GPS no backup cameras they need to be updated
EARKA TThe belt was squeaking when I started the vehicle.
JOHN NI had to pull a 26 ft truck with a tow dolly all the way to alabama because the 10 ft were "local drive only "
JOSHUAH JThe location was awesome. The truck was older and the door broke. It the location helped as much as they could
Brett G6X12 trailer needs a Tongue Jack to heavy to lift
DENNIS BNo improvement needed! The employees were amazing and super friendly. Great job to the team at Ace Hardware/Uhaul for a great job well done
Kenny MI called many times in advance to make sure my staff picking up the car would have no trouble. He got there, the app wouldn't work so he has to wait 30 min for the store to open since he couldn't check in from the app. Then when it opened the staff was rude and overall it was a very negative experience.
Andrew MAmazing.
AUNDREAU FI am very glad how there is many local to rent. Thank you.
BRITTANY FTalk about the hidden charges up front. I don't like to be surprised.
TERRY KInterior of the unit was dirty. Had someone had spilled pop all over the dash still there, the key was hard to turn the ignition, the back door was extremely difficult to open and close. Had a big dinner.
DENNIS HI had an extremely disappointing experience with the H-haul Ace Hardware location in Lebanon, impacting my company on two separate occasions: 1. False Charges: On Friday, October 25, 2024, the branch charged my account $9,949, falsely claiming it was for 22,177 miles. I disputed this with my bank and eventually recovered the funds. 2. False Theft Accusation: Subsequently, on the following Friday, the branch reported to the Lebanon police that we had stolen the van, creating a serious issue for both myself and my Fleet Manager. The police went to my Fleet Manager’s home, asking for him regarding this accusation. When I contacted the branch, they claimed they had tried to reach me by phone without success. They also stated that they had informed their corporate office, who allegedly advised them to contact the police. However, upon speaking with corporate directly, they denied giving any such instruction. As an Amazon Delivery Service Partner (DSP), I find these actions completely unacceptable. We returned the van today but will not overlook such unprofessional behavior. I plan to escalate this concern to Amazon for further review and action. This level of service and disregard for our company’s reputation and employees is unacceptable, and we expect accountability for these incidents.
MATTHEW CEverything was good with the exception of available trucks. Make your inventory of trucks that are available to be updated on a daily basis. I had to go 10 miles further to pick up a truck for the weekend move. Additional cost was not necessary.
JOSEPH PThe mobile pick up took 30 minutes and they didn’t have the furniture dolly I needed. The ace employee said they rarely have them. Will never use U-Haul again.
Chad HI always try to go to this location to rent trucks when we need them. They are always helpful and have the truck I need.
Brenda WU-Haul truck was given with 5/8 of a tank and told to bring back with same amount of fuel. The problem with that logic is it works best when fuel gauge works correctly. I probably put $20-$25 more fuel then needed because fuel gauge moved extremely slowly. I thought this truck either has the worst fuel economy ever or the fuel gauge was inaccurate. I filled the tank tell the pump stopped. That resulted in a full tank for U-Haul and me with an extra 20 to 25 dollars that I shouldn’t have had to pay. The truck had 170,000 miles and should probably be taken out of U-Haul’s fleet. Definitely disappointed.
GARRETT WSomehow our drop off date and time was incorrect. Allen in Asheville, North Carolina. Ware, we returned the truck, corrected everything for us and was very kind
R TThe trailer was badly faded and decals were pealing off and rolled up. Not a example of a U-Haul piece of eguipment.
TERRY LThe pickup and return was flawless and my return visit of the vehicle I just had the Ace Hardware guy just email the final bill and then got in my truck and left and it was emailed to me. No Problems. Great Service.. Thank You!!
Thomas MThe staff is very friendly and helpful however; The truck had steering issues, would not an accelerate over 40-45 MPH (Could not take it on the highway for safety reasons) and the check engine light came on. I would not allow this unit to be rented until it is maintained.
LAURA HThe service counter people didn't seem like they knew what they were doing.
MADISON LThe employees at Ace Hardware weee super Friendly and helpful
BRANDON LConvenient and courteous
ANDREW HThe staff is ALWAYS helpful at Lebanon's Ace Hardware. They make the hard jobs easier to get done.
KEITH C