Customer Reviews for Ace Vacuums
(U-Haul Neighborhood Dealer)

Rating:

3.0

the drop-off instructions are very unclear. You have to take a picture of the mileage and gas and drop off by Jersey Mikes in another shopping center. otherwise, we made it happen.

Rating:

3.0

The location was not obvious for a Uhaul facility since it worked out of a vacuum shop. The trucks were off site, but easy to get to and return. Process was smooth and the personnel were kind and courteous.

Rating:

1.0

The app was horrible to use to try and pick the truck up. I waited 30 mins to be verified and then had to drive to a separate location to find the truck to then drive all the way back to the original location to pick up the key to then drive back to get the truck

Rating:

3.0

I recently rented a car from U-Haul, and I was sadly underwhelmed by the whole process. While the truck itself was fine, there were several frustrating issues. The first issue was that the truck pickup location was far from the place where I got the keys. People were friendly and place was clean thou. Second, upon returning the car, I was surprised by a sizable extra charge for gas. My calculations and the fuel estimate suggested this wasn't accurate. When I tried to question this, their customer service was unresponsive. Additionally, their return policy is inconvenient. There's no interaction with staff onsite, making it difficult to verify any fuel level disputes, specially when the truck was received and returned with 1/4 tank full. Overall, my experience with U-Haul felt unreliable and frustrating. I will be using a different truck rental agency next time.

Rating:

1.0

Vehicle didn’t have any gas and charged fir wrong mileage

Rating:

5.0

These two locations leesburg and Charles town were great my overall experience with Uhaul was unacceptable 14 hours before my move I’m told I have to drive an hour away to pick up a truck at one location and a second truck I rented from another location. E it her of which were the location I picked to pick up from in addition I was told to be there for pick up at 7 when they didn’t open till 8 in addition to that I purchased two rolls of plastic wrap which were NOT included although I got a refund no one had the decency to inform me I would be without this essential for my move

Rating:

1.0

The set up of this place is ridiculous. The trucks are stored a mile away. I got to the store to check in and the staff was temporarily gone. So I did the online check in process which was long and flawed. I had to start the process over three times. It tells me to drive to the van to finish the check in process. I did that only to be told to now drive back to the store to get the key. Checking in was just as bad. I tried to park it where I got it, start the check in process but it would not let me check it in until I was back at the store. Then to complete the check in I had to drive it back to the lot. Just a very frustrating process. Once I parked it I had to take the keys back to the store. There really ought to be a better way. Will never use this location again!!!

Rating:

5.0

Very good experience overall. Though I used about 10miles less than I estimated and returned truck and hour earlier and no refund. I’m not sure if they do give back but it’s something to ask before renting.

Rating:

5.0

Manager Chris was exceptionally helpful with knowledge of area.

Rating:

2.0

My uhaul was filled with boxes from the previous users, like $3,000 worth of jackets from a company. They were very in the way and interfered with my move.

Rating:

5.0

Helpful staff. Uhaul website is terrible.

Rating:

4.0

Your app is terrible. I tried to upload pictures of previous damage and it wouldn’t work. I also got charged 11 bucks for the insurance but I declined thst during my booking.

Rating:

2.0

According to the directions on the app, I had to return the truck to Ace Vacuums, the business location for the truck rental. After a long day, I drove to the spot where the trucks are kept, about a mile down the road, and saw the app directions to return to the business location. So I drove down there, only to see a sign on the door that said I had to return the truck to the original pick up place (a mile down the road, where I had just come from). Then I had to drive the truck there and have my wife drive me back to Ace Vacuums to drop off the key. Very convoluted process and contradictory instructions on the app and the door. Not what you want at the end of a long day. Also, the dome light did not work, nor the light in the bed of the truck. Also, less than half a tank of gas and there was a McDonalds trash in the cab.

Rating:

5.0

Everything is fine. Thanks

Rating:

1.0

Car was at 1/8th tank when I picked up and to not get charged they said to fill it up to a 1/4 (more gas than I used). We ordered accessories but the location did not have them.

Rating:

1.0

Truck: Not Maintained well. It rained on our moving day. The rain leaked through the driver's window. Although we made a contracted location for pick up and drop off, they changed the drop off location at the last minute after I was already there at the original location, when I called the customer service, they basically threatened me by saying I will be charged the penalty for not dropping off the truck at the new location they changed. The new location was hard to find, no sign, no direction. It was actually located inside of a vacuum store, when I parked the truck and about to drop off the key, vacuum store guy came out and told us to park elsewhere. It was super confusing and inconvenient. The parking area was dark, it was behind a shopping center where docking lots located, a homeless guy almost got into our truck, the whole experience was horrendous. Never again! If any of my friends or family would have to rent a truck or move, Uhaul is not the place I will recommend!!!

Rating:

1.0

The pick up location (Ace Vacuums) was different from where the truck was parked. This meant I - arrived to Ace vacuums to start the check in process - had to drive a quarter mile to where the trucks were parked to confirm the truck was there - had to drive back to Ace vacuums to pick up the keys - had to drive back to the truck lot to conduct the inspection - discovered the additional rental equipment I paid for was not in the truck - had to document several un-marked damage locations and - found the cabin was dirty and smelled of smoke. The drop off process had a reverse experience. It would be so easy for them to just put the key box by the trucks. This was as bad experience and I will not be using Ace Vacuums again.

Rating:

4.0

Breaks were not upto the break

Rating:

5.0

No recommendations. Chris made the rental a breeze, both getting the truck and then returning it. I would definitely rent from this location again!

Rating:

2.0

Reservation included an appliance dolly and a furniture mover. Neither item was available there, or any location. I returned the vehicle at 3:30 PM and the store was closed (outside of posted operating hours) so I had to check in online. Vehicles were parked at a secondary location so I had to drive back to the truck to photograph the mileage. Then the photo would not upload. Grateful to have use of the vehicle, but the customer service was definitely second (or third) rate.

Rating:

3.0

My reservation was switched from mobile app pickup to in-person pickup, and the store opened. So I lost an hour on my reservation. The return boxes for the keys also did not work at this location, only adding to the logistics issues. That said, the truck was very clean and the staff was nice!

Rating:

5.0

Online reservation was not available when we went to pick it up. Ace Vacuums was able to handle this, however, and were great to work with despite the problem with the online reservation. Also, blankets were reserved but were not available

Rating:

5.0

A little weird to go between locations. That worked for us because I stayed until my son picked up the truck. If someone didn’t have that ride between locations - it would have been very hard. But the guy at Ace vacuums was spectacular. And we will be back - for sure. Thanks!

Rating:

5.0

Everything was perfect

Rating:

1.0

Our pick up time wasc8:30. The door was closed and didn't open till 10am after I called the main office. The guy had so much attitude and did not compensate anything.

Rating:

5.0

No problems.

Rating:

1.0

The location itself is good however I have to pick up the keys at the location and then drive half a mile to get the truck. So checking in and checking the truck at the same location is impossible. i went to get the truck and as soon as i got in I found it not clean at all. i didnt have time to get another truck so i just took. i rented this for to carry stuff for my kid's birthday party. So when I started loading things for a kids party. I found in the back some shirts and some items like coins in addition small canister of nitro oxide also know as whippets. Which I find it very crazy that this is allowed in your vehicles. I was expecting at least something decent but I am beyond frustrated the fact that I pay for something and I had to find it dirty and drugs in the back. Like if any child would have found this it would have been a very bad situation for this location and U-Haul itself. I had to pick up the truck by some woods behind a shopping center and as a woman dropping off the vehicle there it was very unsettling. I did make sure to lock the van the trunk and front. I have pictures of how I picked it and the canister can be seen there. I did not think I should have to be charged for cleaning as it wasn’t even given to me clean. I do want to speak with someone about this because I am infuriated with the service and the whole experience.

Rating:

5.0

The store agent was supper nice and professional.

Rating:

4.0

Pick up was a little rocky as the system was down. Not the fault of the folks on the ground so I recommend that senior management make sure the team has what they need. My contact was calm and professional and I appreciate him expending the transaction.

Rating:

1.0

Chris had me drop the van 1/4 mile away from storefront in a parking area behind a neighboring building. He didn’t check the van in for 5 days, charged me extra and then tried to blame me for his mistake. Worst U-Haul experience I’ve ever had.

Rating:

3.0

Information at intake was inaccurate. Employee at counter "too busy" to correct errors.

Rating:

3.0

I recently rented a U-Haul van and although the booking process went smoothly, the pick-up location was different, which was a bit inconvenient. However, that wasn't a major issue. The real inconvenience arose when I tried to drop off the keys using the after-hours dropbox. The opening in the box was too small to fit the key fob, causing a lot of inconvenience. I had to reach out to customer services for assistance, and fortunately, they were very helpful. Despite their support, I couldn't drop off the keys as intended and had to make an additional trip the following day to return them.

Rating:

3.0

I specifically reserved in the U-Haul App so I could take advantage of the 24/7 truck share which specifically says you can pick up vehicle up to one hour early. I arrived at location in hopes of just going through the steps in the App and it sends message saying I must wait for the location to open, come on team make up your mind commit to the very nice on line platform you have built or go with the in person storefront idea. Couple of more things when I get inside the location one hour later when they open, only some of the information I have loaded into my account and reservation have gone through. Please get this stuff squared away and then I would have been completely satisfied, what you have now is a hybrid and that is not convenient at all. Thank you.

Rating:

2.0

Not much of anything went right with this rental. I reserved a pick up truck online for pick up at Ace Vacuum in Leesburg, VA. When I arrived, I had to wait quite a while to get my transaction started because the gentleman was going over every feature of a robotic vacuum for a customer. The other employee in the store could not help me for some reason. When I was finally helped I was told that there was no truck for me. The one in the parking lot was for someone else. I was offered a box truck as a replacement. After being told that I should have not been able to book the pick up truck. He acted like he was doing me a favor by giving me this truck at a reduced rate. To pick up the box truck it required driving to another shopping center to pick it up. I found the truck and it was dirty inside, and the tire system warming message displayed. But I went on and took the truck because I was on a tight timeline. It was very inconvenient to drive to another location for pick up and drop off. Then drive back to the other location to finalize the transaction. At which time yet again the gentleman was in salesman mode on vacuum cleaners. I was told to just leave the key on the counter and he would close it out later. Later I get a bill for 80+ dollars more than the estimated charges. If this bill is not corrected, I will not only NOT recommend, but will make my review public.

Rating:

1.0

Tire pressure light was on and U-Haul store knew but still rented it to me. Was unable to see vehicle mileage because of it, seat was torn and cover falling off, the truck was also dirty

Rating:

4.0

Make sure the client understands when the truck needs to be returned when booking and where to return the truck, as well as if they should look for a text message or email for instructions. I was confused about where to return the truck and how much time I was allotted to use the truck.

Rating:

1.0

I reserved an 8' pickup truck and 12 furniture pads. Neither were available when I arrived at the Ace Vacuums store in Leesburg VA. There was someone ahead of me in line who had reserved a 15' truck , and someone behind me who had reserved a 9' van. They "had none" of the vehicles available. All three of us had reserved the vehicles online in advance of arriving at the store. - Dean Knepper

Rating:

1.0

When I went to the location to pick up my vehicle, I was told the type of vehicle (pickup) I had gotten a confirmation for was not available. Since I needed a truck I was forced to use another (box truck) vehicle. I was also charged more for the rental even though nothing was my fault. This location requires the pickup of the vehicles at a remote location that isn't walking distance from the office.

Rating:

5.0

Fast and easy to use. Highly recommended.

Rating:

1.0

They were supposed to be open until 5 and were closed when we got there before 4. The address of the location was correct but they want you to take the truck 5 minutes down the road to park it and then come 5 minutes back to put the key away instead of parking it the parking lot that was right next to the location. No where in my paperwork or on the app does it say we need to park it in a different shopping center. They say they will charge if you leave it in the parking lot close to their building. I should not have to be their parking attend and use my time and gas to park there truck down the street.

Rating:

1.0

Please give more time to check drop off. I was very unhappy with the drop off location. The customer service person did not give me enough time and I had to drive very far and pay someone to pick me up when there was one close to my house. Dropping off almost at midnight was not happy with everything. I am very disappointed.

Rating:

1.0

The truck was dirty. I had to clean a dirty diaper and other trash out the bed of the truck as well as food bags and trash from the inside. The cab smelled like vomit. I requested a dolly and one was not provided. The key fob did not fit in the drop box so I had to call and arrange plans with the customer services. On top of that I got charged more cause they said the fob was broken but the guy said he couldn’t find it. I also got charged for fuel when I left the truck with more fuel than was given to me. I know now to take pictures and video of everything. This is by far the worst experience I’ve had.

Rating:

1.0

I told the agent am booking a one way car from Leesburg, VA to Columbus, OH. The drop off was supposed to be the next day. The drop off location was closed, they couldn’t pick up the phone until I called U-Haul customer service. Now, the charges are for 3 days which insane and unacceptable. At the time of booking I was told it’s an estimate but I drop the car before, charges will drop down. This is theft to be honest.

Rating:

3.0

The person who handled renting the truck to us was very nice however I was not expecting an extra $100 after returning it and it put my bank account in the minus

Rating:

1.0

I used the online system to order the truck, two dollys, and furniture pads. First, I was dropped off at the uhaul location where it says the truck is located. I'm told that they don't have the dollys or the furniture pads available and there's nothing they can do about that. Then they tell me I have to walk half a mile down the street to where the trucks are actually located. So right off the start, the equipment I requested isn't available and I have to walk half a mile to get my truck. The truck itself was at 1/4 gas. So now I have to waste time filling that up for my move and the lock on the drivers side is basically broken. Also, the engine light was on the entire time I had the truck. When I use the online system to return the truck, it tells me I must leave it by ace vacuum or I will get fined. Then, after completing the online return process, the man at ace vacuum tells me I need to drive the truck down the street and then come back to him to return the keys. The whole process is against what you book online and I wasted so much time during my move dealing with this location. HIGHLY RECOMMEBD TO NOT USE THIS LOCATION.

Rating:

1.0

Vehicle wasn't the one I chose, wasn't at the location I had to drive to get it and came back for checking.

Rating:

1.0

The location for the truck parking was a half mile away from the "drop off" location which was actually only for keys. Painful experience, and when calling location the guy was extremely rude and acted like he hated uhaul.

Rating:

5.0

Excellent service. Young guy I don’t remember his name he was working Saturday morning( 2-25-2023). He was really nice and helpful

Rating:

3.0

The staff was friendly and the truck I rented was fine... just not on site and ready at my scheduled pick up time.

Rating:

2.0

No one at the counter when I walked in to drop off or when I picked up the truck. Truck wasn’t clean. Truck wasn’t ready for pickup when it was supposed to be and the associate at the counter didn’t even apologize despite the 20 minute delay. Overcharged me for gas and when I called them on it with proof they would not assist me with a obtaining a refund. I wasn’t expecting Nordstrom but sheesh.

Rating:

4.0

Was quicker than last time and pleasantly surprised by the result!

Rating:

1.0

My first disappointment was that I reserved a truck to be picked up at a location near my home (indicated as "available") but was later informed that I had to pick it up from a location further away resulting in over 35 additional miles (and significant additional cost). I was also incorrectly billed over $140 more than I should have been despite giving a mileage reading when I turned in the vehicle. I reached out to the rental location and they "could not help me". I am waiting for a refund once I reached out to 1-800 Uhaul, but the experience was disappointing and frustrating. The vehicle did seem clean, but I found remains of salami and cheese when I investigated the source of an unpleasant smell. A poor experience overall.

Rating:

1.0

I arrived for my 10am pickup at 10:05 and went to the store location to check in. Despite the store hours being 10-6, the store was closed. I wasn't sure how I'd get a key, but figured I'd try the online check-in since I could see 2 trucks in the parking lot. Neither truck matched the code provided by the system. So I called the 800 number. After a few minutes on hold, I was speaking to the representative when the call dropped. I was just calling again when I saw an employee unlocking the store front 30 minutes late. Not wanting to risk another call drop, I check in at the store. I finally have a truck key 45 minutes into this ordeal. The employee tells me that the trucks are actually kept at a different location and the ones in the parking lot were returns that weren't dropped off at the auxiliary lot. Note that the online check in refers to the store front location as the place I need to be. Fine, I have my truck. I perform my local move and drop the truck at the auxiliary lot. I take pictures of all 4 sides plus the fuel gauge and odometer. I load up the online check in which asks if I am at the store front address. Since I am at the auxiliary lot, I get in my car and drive to the store front. The app then checks my location and asks for a picture of the odometer. It does not allow me to use one stored on my phone. I walk to the store front. It is now 3pm, they close at 6. But, the store front is once again locked with no employees in site. I get back into my car and drive back to the lot where the trucks are. I take the photos as required. I then get back into my car and drive back to the store front. Still inexplicably closed. I drop the keys in the drop box. I expected to spend about 20 minutes getting and returning the truck. It took me closer to 75. Additionally we had requested a furniture dolly to assist with the move. There was no furniture dolly. The lack of dolly increased the duration and effort required to perform my move. The truck was great. Everything else about the process sucked.

Rating:

2.0

Very poor customer service and the clerk there was telling me that he doesn’t have my reservation and doesn’t have a truck for me, after I insisted he gave me the key to a truck that had a different number than the one that I had for mobile pick up. Truck was parked in a different plaza that I had to drive to and the guy gave very poor directions I had to look for it and in the end I found it behind the commercial buildings, seats had leather covers that were out of place and the vehicle needs to be vacuumed. Not my first time to use Uhaul but was definitely the worst. Also got overcharged for safe move coverage which I didn’t ask for.

Rating:

1.0

This whole process was a nightmare from the beginning. I had two interactions with the location and the employee was frankly flat out rude both times! I would never under any circumstances use this location again! Besides your online process leaving me out in the cold trying to rent the truck on mobile for 2 hours, I returned it to the store in-person because I needed supply charges removed. They did not provide the moving supplies I requested. I returned it well before my return time on Monday. He said he was too busy to deal with it so he would do it in a couple hours and get me a receipt sent to my email. Come Friday, I had not received a receipt so I called the location. Again, rude and said, “I don’t have time to deal with it!” Ok, well at this point you guys are showing I haven’t returned a truck that I haven’t had for 4 days! I do not want to be held responsible for that truck they have not check in sitting in their parking lot for days! So, I had to call you guys to make them check it in! He finally did, but did not removed the charges for the equipment so then I had to call you back to get that removed! Never again!!! I should have listened to the reviews on this location!! They should not be doing U-Haul, they clearly do not wish to deal with it or do their job!

Rating:

2.0

Rented a van for 2 hours - 11am to 1pm on Friday 1/20/23. I've rented from here in the past and had mixed results, but needed something in a hurry. Employee took 30 minutes to get me the van keys due to computer issues. I drove exactly 21 miles. I returned the keys to a different employee by 1:30PM (same day) and did the mobile drop off process since the employee stated that he "doesn't do the U-Haul work". Get final bill emailed to me on Monday and it states that I rented the van for the entire weekend and I was billed for the entire time period. Did no one bother to go check the off-site location of parked vehicles to see if the van I rented was returned by EoD Friday? What about all day Saturday or Sunday? Did they think the keys and van magically appeared on Monday morning? If someone rents a van for 4 days, would they only drive 21 miles? I expect to be refunded due to the incompetence of the employees of this Vacuum store that rents out U-Hauls.

Rating:

5.0

It was easy & convienant

Rating:

4.0

The prices I was quoted doesn’t match the amount currently hitting my account. Hoping it will change when completed

Rating:

2.0

I waited 20-30 minutes at the vacuum shop to get my keys. I felt like I was overcharged and was not sure if I was charged extra.

Rating:

2.0

Was not equipped to receive trailer that contract said to drop off there. Sent me driving around town with van and trailer to drop trailer elsewhere then return with van. Then paid late charge on van after helping I-haul get equipment dropped off to alternate location that was not even open and able to properly receive.

Rating:

3.0

Van was not that clean but more importantly the change oil alert was on and the tire pressure alerts was on. Driving 200 miles by myself with a full load made me very uncomfortable. You really need to stay on top of your service issues. Safety is everything. Those are my comments.

Rating:

1.0

Not charge customers a $20.00 "overnight charge" for not returning the vehicle to the correct parking area (which I did and will be disputing this charge). Additionally, the parking area is not in the same location as the store - the whole process is inconvenient and inefficient

Rating:

2.0

I have used this location before with a good experience. This time the guys working the store were rude, especially the guy who was there when I dropped the vehicle. He overcharged me some BS after hour fee. I dropped the truck at the store late but during business hours. The guy was rude in front of my kids, too, expecting me to take my kids and the truck to some other place. No I am dropping the truck here at the store which has a fine parking lot already.

Rating:

2.0

For a an advertised rate of $19.99 plus miles, I was charged $47.40 for driving 8.7 miles for a total of 30 minutes. There was some mandatory fee added, and I was charged twice. No explanation. I understand U-Haul probably puts a lot of pressure on little mom-and-pop shops like this, but this was excessive, not as advertised and petty tbh.

Rating:

5.0

Excellent customer service

Rating:

1.0

There was dirt in the equipment when we rented it. We tried to let the gentlemen know when the charged us $25.00 to clean it. We did leave a Mountain Dew bottle and napkins on the seat. That should not have cost $25