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RUTHANN F
Customer Reviews for Hidden Lakes 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.
My uhaul pickup location was changed about three times prior to the pick up date. When I got there where I had previously signed up for 6 dozen blankets for moving, they only had 11. I was not notified about this until I went to the store. On top of that they did not fix the rental contract to reflect the updated rental of the blankets, which caused a severe delay and unnecessary work for the individual who I returned the truck too.
Tisha NRental staff at the store were Amazing! Very friendly and nice to work with.
Shawn LQuick and fast customer service.
CHARLENE DIt was a great experience at this location
Scott MThe staff was amazing. It would be great if the instructions had told us that Ace Hardware was the counter instead of trying to search everywhere in the parking lot. I was left with very little gas. I decided not to fill anything up. I understand the charge. This was just a shit show of U-Haul. I don't know if I'll be going back to U-Haul. I think I'll find another solution for my future moving needs.
Phillip MWhen I called this drop-off location the next day (wedropped off after hours) simply to confirm that they received the keys and that there were no issues, the person I talked to was rude, condescending and not helpful. She didn't confirm anything, and said all communication was to go through uhaul, as if they, as a uhaul drop-off contractor, couldn't say they received anything. I had to call the uhaul pick-up location in another state to confirm details of the drop-off, including getting a receipt.
ELIZABETH GMy truck wasn't there when I went to get it!!! But after I got one they charge me extra day for 2 hours delay extra gas charge for less than a gallon honestly I don't rent again is better on my own trucks !! More trips but less money !! I don't like they want to save money but charge you for everything they can !! Not equality!!!!
OSCAR PEverything was easy.
Carl TWhat are you doing for my bad experience?
JASON WEasy efficient process.
Michael NLike a hitch.
PETER TThank you for the last minute booking. Everyone was curious and helpful. I'll be back.
Chad MQuick and easy service. Would definitely use them again
Marvin LAll perfect
Emmanuel EDropping equipment off was the worst experience I’ve ever had with any rental company. I hope I never have to use U-Haul again. I will exhaust all other options before using U-Haul
James RCompleting a reservation online / through the app and processing payment with all questions included would be nice like a contactless appointment and only picking up the key
Ayleen BI actually rented two different sized trucks from this location. ( 26' and 15' ) The 26' had not been completely cleaned out but was overall in good condition. The staff at this location was very helpful, knowledgeable and friendly. Pick up and check out was very fast and easy.
Scott SIt was confusing where I needed to go and who to talk to inside the store about checking out the vehicle. When I did find someone, they didn't seem to know how to go about the checkout process and had to shuffle employees around to find someone that knew what they were doing. The inspection checklist on my phone wouldn't let me upload more than a few photos and kept getting stuck. The vehicle itself was quite dirty on the inside - probably the dirtiest U-Haul I have ever rented - and it smelled of cigarette smoke. The gas tank was also VERY empty, to the point where I wasn't sure if it would even make it to a nearby gas station. It did run fine, and there were no shady fees or business practices on the back end, but the service and vehicle maintenance was severely lacking.
Derek CI just got my bank statement and you so have ripped me off for over $200 I'm a busy woman and I haven't had time to check my account but I do see i was greatly over charged and i need uhaul to refund what's owed back to me IMMEDIATELY!! OR im going to take further action!!!
Ruby VSuper easy and convenient!
Andrea SIf the store/location can have the vehicle ready in advance would help tremendously. I had to dust all the snow off. Back of truck was a little messy/dirty, floor didn't even look like it was swept after previous user. Although, it was snowing, so i give the benifit of the doubt. Overall experience was great. Customer service was still above par.
Anthonee JThe van hadn't been cleaned out from previous rental.
Karrie AThe rep didn’t explain
christine lThe gentleman who assisted with both pickup and drop-off/check-out was excellent, very helpful to a first-time U-haul renter.
Christina SBob was amazing at helping me get all set up and ready!
Maddison MWhy do you have an app if it doesn't work? Why do I have to provide a contact to rent a vehicle when I have a valid driver's license?
Aimee CThe truck I rented did not have the gas tank full filled. I drove 60 miles and they charge 8 gallons of gas. You never consume 8 gallons in 60 miles. I had this truck for 24 hours hey they charged me 2 days. Not good!
Andres GIf I were to ever use U-Haul again, which is unlikely given the atrocious reservation system, I would recommend Hidden Lakes Ace Hardware as a drop off locaiton.
Bill GIt was helpful that the Uhaul location was on a busline route so I could get there easier. It was unfortunate that a previous renter had smoked in the truck and it smelled very bad. However as I went through the rental process, it was not pointed out to me that smoking was not allowed in the truck, so I thought maybe the previous renter was unaware of that. Maybe you could put a NO Smoking sticker in the cab, including info of a penalty fee for returning a cab with a smoke smell previously undetected? The person that rendted the truck to me was very friendly and helpful, in particular with extending the rental time.
Rebecca SMake sure the vehicle doesn’t reek of cat urine.
Jenna GThe app is very slow and sometimes certain features don't load.
Joseph WThe check in and out process is to long, there was also a message during the checkin process that you needed proof from somebody as to who I was, the message was cleared but very annoying. I don’t plan on using the app again. I will go to a counter or person.
Matthew GUp front price of rental and someone who knows what they are doing at the counter. Not very happy with the overall bill for approximately 5 hours of rental. If you're going to charge a damage fee please give a itemized statement of what was damaged. The truck was returned clean. If this is how repeat customers are treated we won't be back!!
Ivan BAmazing experience, super helpful staff. Truck was clean, pickup was easy. Price was right on the money.
Robert RThe thing wasn’t clean when I picked it up. I put that in the app on return and it wanted to charge me $25 clean up fee. I hit the back button and said it’s clean. I ain’t paying for someone else’s mess. It needs to be cleaned. Also smelled like smoke a little bit. Probably wasn’t the last driver that did the mud, but it smelled faintly of cigarette smoke. It was a great vehicle to rent otherwise, and I appreciated having it available. Hidden fees kind of stink, but I needed the vehicle, so thanks.
Ron RNot charge another day for 90 minutes over 24 hours !
Latasha FOrders 24/7 for a pick up that was early… as soon as I got there and tried to pick up the truck I was told I had to wait until 2 hours after my pickup time because keys were not put in the lock box…messed up the timing of everything so very upset
Nicole L