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Michael S
Customer Reviews for Alma Ace Hardware & Storage
(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.
Everything was easy-peasy. Cannot say enough good things about this experience.
RANDALL CWas having issues with the App locking up when trying to take photos of the trailer hooked up to my truck. Might try to figure out what's going on with that.
EDWARD JI could not rate, they were closed at drop off. However, I am being accused of bringing it back without the proper amount of gas, and that is not true!
TRISHA JFast and efficient service!
THOMAS WMy issue isn't with Alma Ace, it's with the service from uhaul. I reserved online like I always do, and they changed my pickup location. That was fine for me, but when I got to Alma Ace, the truck did not have the blankets I ordered and the online check it wasn't working. I was there at 7:30 and called the 24/7 check in, only to be put on hold for 40 minutes, then hung up on. I called back and the recording said my wait time would be another 40 minutes. At this time I had a crew an hour and a half away still waiting, so I had to take the crew I had ready to breakfast and send the other crew to breakfast until I Alma Ace opened at 9. Very frustrating way to start a move day.
JOEL D.
Roland KExcellent.
JOSEPH HJim at Ace Hardware was a complete jerk when I called to change the pick up time of my reservation. He said he could not find my reservation then he got all frustrated when he did not know how to look things up in the system. I know he is an Ace Hardware employee but he represents U haul and it was a bad experience. He was extremely rude!
doug bGive me a refund or partial refund for the truck. The truck wondered all over the road. The steering wheel was loose. The engine squeaked and it ran rough very unhappy
Gregory JAlma Ace Hardware was great for picking up and returning the 20 ft U-Haul truck!
Michele VWe returned the rented unit over 12 hours early and under the mileage we had estimated for the trip, did not receive any kind of discount on the original price that was placed on hold for the card. Location was good, customer service was good. U-Haul policy is what will prevent me from recommending or using you in the future.
Christopher WI did not drop it off, someone else did.
Judy JThe truck covered in snow which I had to clear off.
Kathy BI would never set a foot in that Ace hardware store or in your Big Rapids store Not one person in Alma knew anything about renting your trucks. Returning it was worse! They are only interested in selling donuts. They’re a donut shot that sells a screw once a year After 45 years as a retail district manager, I strongly suggest you find a new location to rent your vehicles. They won’t be in business there much longer anyway.
Jeff DUnfortunately, the Sales Associates at True Value hardware weren't familiar with the system. But we got thru the process after about 45 minutes. Hopefully the staff will be well versed in the procedures next time. Overall, I'm very satisfied with my U-haul experience. Have a Great day! See next time 🙂
Mitzie EThe thing that made this average was the U-Haul program that they use at the return site, the woman was extremely helpful but the QR code that your company provided for her to take a picture of was not working as it should and it took her 5 minutes of trying to get a decent picture of it so that she could go inspect the truck.
Joshua PPretty good overall
mark aThe drop off location kind of sort of didn't know the drop off process very well. And sent me back out to the truck to take pictures of the gas gauge and mileage thing
Anna BBetter communication between the staff at Ace Hardware and how to ensure that the truck keys are ready for pick up.
Joey CLow Right Tire Pressure Light On
Craig NGreat place, helpful and efficient service.
Colleen MThere should not be a check engine light on they should be serviced prior to pick up. My family crossed the state expecting to empty out our old house and completely got screwed over then you people had the auto get us to bring it to a shop complete trash.
Daniel TSmooth pick up and drop off experience.
Keely MTook almost an hour to pick up a trailer. Employees are Ace hardware employees and have no clue on how to rent equipment. The elderly gentleman helping me said he had no training and that they expect him to rent this equipment and was very frustrated and doesn't understand why they don't train the employees.
Michael PU haul is not customer friendly and had issues trying rent a U-Haul
Larry VDrop off was fast and easy
belinda dSend out a video about how the process goes prior to arrival.
Kipp PI reserved a 20 foot truck on line. There were no 20 foot trucks when I arrived. The one and only 17 foot truck had a flat tire. I had to take a 15 foot truck. No one at Ace seemed to understand the concept of a reservation or accept any responsibility. "We're just a pick up and drop off location, we don't deal with any of that" was their response.
Alan GThe manager throws his hands up in the air and says I just checking them in. I don't have anything to do with the charges!!!! Problem not resolved
Dennis DThe folks at Alma Ace Hardware were great. They need more support from UHaul corporate/the rep to get what they need, when they need it, so they can better serve the customers. Shout out to Chris who was extremely helpful!
Sandra JPlates were expired
Darren cLocation was fine but they didn’t tell me they would be charging me twice
Tiffany KEven though they didn’t know much about car haulers, they went above and beyond helping me. Super helpful.
Robin WI paid for furniture pads and they were not included and I also paid for extra miles but the contract was changed for less miles so I had to pay extra. Uhaul did not contact the pickup place in order for 24/7 pickup. Bad service and a bad experience. Hopefully I don’t have to use uhaul again.
Glen MCould not get the combination lock open, thankfully the ACE Hardware employee helped me. We were not in the system as a mobile pick up either. There was no hand truck available at the location, but we were charged for it.
Gwendolyn BTrain employees to know how to check in equipment. Scheduled 9am pick up. 5 employees in store and nobody was able to help with check in. Was asked if I was in a hurry and if I could wait for manager. Waiting was not an option due to time constraints. Took down information and let me take equipment with the understanding reservation would be taken care of later that day. Received an email around 5pm that day that reservation was cancelled. Had to call uhaul directly to fix the issue and check in equipment over the phone.
Meghen MThe truck had been in an accident and it wasn’t noted until I got to my storage unit and realized the front end wasn’t aligned. The passenger seat belt was broken and because I picked up the truck alone, we didn’t realize it until after the truck was loaded. The people didn’t know where the utility dolly was and they didn’t have the blankets ready. I had to count them out Took almost 45 minutes to check out?! Also, whoever rented it before me smoked in the truck🧐
MARCY JI really appreciated that ACE was able to call Uhaul customer service because internet was down. Without that gentleman, ACE could not complete my order and release the truck. I don't remember his name, but he was so pleasant and helpful.
Laurie Vthis location was great for me because it was much closer and easy to get in and out of.
TROY ADouble check cab for miscellaneous items. There was a package of cigarettes on the floor of the cab, and broken glass in the back of the truck.
Alysa J24/7 chat person and pick up procedure did not work, chat person was rude and cancelled transaction without explanation and I ended up going into the store the vehicle was parked at anyway. The dolly that was supposed to be in back of truck wasn’t there so I ended up entering store anyway. Return process worked fine, associate in store was terrific. Every time I use Uhaul there is an issue.
Christopher BI returned the equipment on Sept. 20th and have been charged through Sept. 26th. I contacted U-Haul to tell them about the mistake and request that the funds be returned, but I have still not heard back from anyone. The U-Haul return site was not working and getting stuck so I contacted the site through the U-Haul portal to let them know it was returned. I had also called that day to let them know when we would be returning it because it would be after-hours and they said that would be fine. This has been very discouraging. The lack of communication from U-Haul or even an acknowledgment that my communications were received is not good customer service.
Christopher CI returned the trailer I used within the allotted time I requested it for and was charged bc the store closed prior. This was never mentioned even after I verified their hours and said I would be back around the time they're closing and he stated, that's fine I'll check it in in the morning. So my fee went from 35 to 69?! Complete horse shit.
JOSHUA RA long drive for not the trailer I had reserved. I’m glad we could still get something.
Deanna AThe staff did not know how to check in the equipment at the time of return. This resulted in UHaul calling me asking where I was with the equipment.
Bryan GEven though I placed my order 1-2 months in advance the day before my pickup I was informed a truck the size I reserved was not available and I needed to drive 30 miles farther to pickup the next size larger truck. I would have expected better service since my request was no short notice.
Michael MCowboy that helped us was amazing with his customer service! Awesome, thanks again.
robbie hStaff did not know how to process my order. Took 30 minutes to check me out, which made me late,
Jeff AThis was the first day this store was open for business and they were not well trained on how to handle U-Haul orders. We tried on-line but system kept on crashing and the Customer Service people were of no help. They contacted their local rep who was able to get the order processed and the access code for the key lock box. Truck was available, clean and gassed up.
Stuart S