Customer did not leave a comment.PETER V.
Kramer Hardware Inc
(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.
Customer did not leave a comment.Brett L.
Customer did not leave a comment.Jim C.
Trailer was dirty outside and filthy inside. Floor and lower walls were covered in a sand/clay mixture. Should have been cleaned before renting it out. Other then cleanliness of the equipment, the experience was very good.Tip P.
Customer did not leave a comment.Alyssa S.
Customer did not leave a comment.Lynn B.
Had a problem with the mileage, tried to charge me for extra miles. I had to have the representative pull up my pre-check to show a difference in the miles from the contract as to what the actually had.CRAIG J.
Customer did not leave a comment.JASON K.
Customer did not leave a comment.perry D.
The wipers weren't very good and the wiper fluid didn't come out. That's a good thing to check for the next customer.Benjamin F.
Customer did not leave a comment.Jeffrey C.
Everything was perfectly good customer service everythingTeresa R.
Customer did not leave a comment.Gordon H.
Customer did not leave a comment.Cory D.
Customer did not leave a comment.RICKY M.
The gentleman who helped me was very professional and pleasant.Susan R.
Absolutely wonderful!Brent H.
It took 3 hours to finally get someone to rent the trailer. I called the store, went online, and internet chat still no response.Brandon B.
As if moving isn't stressful enough in itself, we then learned we would have to drive 3+ hour round trip to obtain a UHaul truck. After having the truck for only a few hours, we quickly realized it was leaking water both into the driver's cab AND the box of the truck. We lost 36 hours of packing/loading time, time on the phone with UHaul working to figure out a solution and obtain a working/non-leaking truck for our cross country move.Dane M.
Customer did not leave a comment.Andrea D.
Customer did not leave a comment.Craig C.
Customer did not leave a comment.Asbel E.
The lady I picked the trailer up from was the rudest and definitely not helpful at all. She acted as though I inconvenienced her by renting a trailer. I WOULD NOT recommend renting a Uhaul from Ace Hardware.Hailey Y.
Customer did not leave a comment.terry P.
Customer did not leave a comment.BRUCE B.
Customer did not leave a comment.Craig C.
Customer did not leave a comment.Deb M.
Customer did not leave a comment.Michael B.
U-Haul has the best rates anywhere! I called Penske, Budget Rental and U-Haul and Uhaul by far was the best deal for the money and certainly has the best customer service! We will always go with Uhaul...Donna C.
We always drop off here. No issuesChristopher M.
Excellent customer serviceSharon J.
I would say our overall experience with U-Haul was not a good one. The people working in the location's did a good job and were helpful overall. The people taking phone calls were not helpful. Things changed two or three times as to when and where to pick up the truck we rented. When we made the reservation we were told we could pick up the truck at 10:00 AM in Waterloo Ia. Than at the last minute we got a phone call saying we needed to pick up a truck 1-1/2 HRS. from Waterloo in Mason city Ia. This did not fit well in our moving plans. I am not at all happy with U-Haul and will not be using U-Haul ever again. The way you run your rentals I do not know why anyone would ever come back.Mark M.
When I ordered my truck. I was suppose to pick it up in clear lake iowa. Few days before I picked it up. I received an email stating I would have to drive to Mason City to pick it up. I get the truck and the speedometer doesn't work. The truck squealed when you sped up. When you stopped you had to push hard on the brake or the truck would lunge forward. Steering seemed loose. The radio volume would go down then go up. Had to adjust the volume constantly. I was so happy when I got to normal IL. I told the gentleman at the Uhaul center the issues.Trever M.
Changed my reservation from Saturday morning to Friday October 9th to pick up at 5:15. Have email from U-Haul saying I can pick it up. Arrive at location at 5pm and person that handles U-Haul left for family emergency, and my order is not there and nobody can help me, not even to create a new order. Call U-Haul because there is a guarantee of $50 if I can't get my U-Haul on the reservation. Waited 15 minutes on hold, got a hold of one customer representative, who said that wasn't her department, and then transferred me to another person who said I needed to contact the local branch. When I informed the 2nd person that the 1st said she would be able to take care of it, she simply apologized. Not the 1st or last time that companies are on the same page. So went into get my reservation, which was never changed, and I mentioned to Joe, that I needed to talk to someone about my reservation yesterday and how do I get my $50.00 for not covering the reservation, to which he nervously belted out "YOU WILL HAVE TO TALK WITH MY SUPERVISOR, I HAVENT BEEN HERE, THAT IS HIS DEAL" to which I calmly said "Everybody is passing the buck on this deal" to which he escalated the conversation "SIR I CAN REFUSE SERVICE TO YOU IF THAT IS WHAT YOU WANT" at that point, I have been there many times, and Joe is a very anxious person when helping out in other areas, and it seems like customer service was not going to be on his radar that morning. So I just stood there and let him finish. I came back at around noon. Waiting for 10 minutes in the back while some lady came back, and she looked pissed to the world I was there, went to go inspect the truck, which I drove 24 miles, and it took 8 gallons of gas to go 24 miles, and she waves this phone screen in front of me, takes it away, and said "does this look ok?" I have no idea, I cant see it, didnt get a chance to see it. So I asked for a printed receipt so she seemed pissed about that. Kramer Ace is going down hill, where it used to be enjoyable to go in, people are super rude, and for paying 2x what something could be at Menards, you kinda want a little customer service. Included in this is U-Haul. I figured with all of the passing the buck in this, to which nobody is to blame, I wont worry about the $50.00, but I will be hard pressed to rent here again. Why have a policy when nobody will own up to it?Tony B.
When I came to pick the truck up Sarah yelled at me because I was late. She then tells me the keys were left in the lock box. (So what) Sarah then calls me instead of coming to talk to me face to face to tell me she wanted an additional contact number. I had already verified EVERYTHING through U-Haul. She hangs up on me and puts the key in the lock box outside. All the while the â€œsupervisorâ€ Eli was washing his personal truck while listening to what was going on. He never said a word. I asked to talk to the manager and that's when he told me he was. Then he said they are working on getting rid of Sarah. I called Kramer's in clear lake and she said she would take care of it. I'll never go there again.Ashley M.
Great people. But received a trailer with a flat tire.. would like a refund.Jake E.
Windshield was plastered with bugs when truck was picked up. The inside of the cab was not clean nor was the outside of the truck clean. Mechanically the truck ran fine.Phillip S.
Customer did not leave a comment.Carole Q.
Customer did not leave a comment.Amy M.
Customer did not leave a comment.Preston K.
Guy at store didn't wear a mask. Said he haired his job. Had my destination down wrong.Patricia S.
U haul rep made the rental process quick and easy. Frankly I was amazes!Steve S.
Customer did not leave a comment.Dennis C.
Customer did not leave a comment.Curtis U.
Customer did not leave a comment.Cory W.
They could wear masks. We are in the midst of a pandemic.Gregory H.
Customer did not leave a comment.ASHLEY P.
Took over an hour of waiting to rent the trailer due to high customer traffic. Only one person was responsible for all rentals, phone calls and rental repair business which seems brutal to me to ask anyone to do that. The UHaul counter is at the back of the store as well and should be a bit more convenient to customers. Our trailer had wiring in which the ground wire was broken so we used it without the benefit of brake/tail/turn lights. Not safe. The appliance dolly was in good condition and have no complaints about it. Also, when calling to reserve the trailer, it took several phone calls because the phone was not answered after >10 rings several times. To add to the mess, my bill was for a one-way rental when I clearly stated several times that it was in-town. Sarah was very kind and followed up with me in order to get the bill straightened out. I had two charges equaling over $100.00 for a two hour rental of a 5x8 closed trailer and an appliance dolly. On the phone with Sarah now trying to complete the bill getting straightened out. Finally, the computer system that UHaul uses must be exceedingly slow or difficult to use - most of the time I waited was while the UHaul person was trying to enter data for the rental.... totally disgraceful for a company as old and well-known as UHaul. Not sure I will have a need for a UHaul rental in the near future, but at this point I am disgusted enough to try a competitor.Dennis J.
It takes forever to pick up. And it takes forever to drop off the online drop off service sucks and it took me almost an hour to get it to even send the pictures show Hardware Hank's and Mason City you guys are very lackingJosh J.
Called three times to confirm the truck was there. No call back. Bathroom was filthy.Eric G.
Customer did not leave a comment.Katherine S.
Called three times to verify truck was going to be there. No answer back. Bathroom was discusting. Not impressed.Eric G.
I originally schedule to pickup the trailer at another location only 1.5 miles from my home. Which would have been 3 mins of travel. I was called and said they did not have the trailer and had to use an alternate location that was 11.5 miles away for a trip time of 20 mins. I had to pass the original location going to pick up then pass it when I returned to town with the trailer and again when I when for drop off. This added 1.5 hours to my day and 23 extra miles. I think a discount should be provided when an alternate location is required, or the company should transport the unit to original location. I schedule more than a week in advance. Also wait time was long for this location even though I was the only customer for return.Andrew Y.
The lady helping us to get the trailer was very rude, trying to over charge.Jeffrey B.
Customer did not leave a comment.Jeffrey C.
We went to pick our uhaul up at 5:20. The website said it closes at 5:30. The clerk said we could not get it bc the register closes at 5:15. This was a big inconvenience for us. We were late getting to our location. You need to put on your website that the register closes 15 minutes before the actual time. Very disappointed.Steve S.
Truck required some maintenance (brakes).George M.
The seat wouldn't move so I couldn't reach the pedals. Had to sit forward in the seat for 3 hrs. Hurt my back but it had already taken 30 mins to check in and didn't have time to wait for them to give me new truckAna F.
Kramer Hardware was very helpful. the lady that helpedme was very helpful and got me the right hookup for my lights. she was so nice!Leslie W.
Make sure someone is at the checkout desk, I had to find someone and ask...once found, everything went great!vicky D.
The clerk who checked us out was very rude and not helpful at allwilliam P.
â€œU-Haul professionalâ€ was rude and unfriendly. Upon handing me my outrageously priced receipt he just walks away. Doesn't say I'm good to go or thank you for using U-Haul. Just walks away. This whole experience was god awful, unhelpful and the both locations look like they cook meth out of the basement. You guys are terrible. Also calling in to U-Haul I had to wait on hold for at least 20 minutes, the longest wait time was 3 hours. THREE HOURS. Terrible experience.Dillon S.
Customer did not leave a comment.Thomas H.
Customer did not leave a comment.Heather B.
I got my truck 4 hours after I was originally scheduled to pick it up.Austin H.
Customer did not leave a comment.Aaron P.
Customer did not leave a comment.Douglas G.
The lady working that area seemed very confused, distracted and borderline rude.Brandon F.
Customer did not leave a comment.Conrae H.
Windshield was full of bugs and had not been cleaned. Rental was picked up on 7/17/2020 @8:28 am, Truck was returned on 7/19/2020 at 7:30 am before store had opened. Dropped key in in key box. 10:am store call my brother (alt #) not me and asked if we were going to return truck. Told them it had been dropped off at 7:30. Guess nobody checked lot for returned trucks.I noticed on my bill i received that there was a $20 after hour return?? Return was early not late? So i get a days rental charge if i return early or late??? Would like a correction on my bill for $20.Thanks for your understanding.Bruce F.
Customer did not leave a comment.Roxanne B.
Customer did not leave a comment.Lynn B.
Customer did not leave a comment.Cody N.
Customer did not leave a comment.Donald W.
Ensure the fuel is on full. If customer is expected to fill up, but it wasn't full when picked up and the customer gets charged for mileage. Really doesn't seem right, especially when the mileage was from 3006.8 to 3014. It may only be $4.25 but fair is fair.Heidi M.
Customer did not leave a comment.Lori A.
Customer did not leave a comment.thomas W.
A lot of hidden charges. I wasn't impressed.Mandy W.
Customer did not leave a comment.David H.
Customer did not leave a comment.NICHOLAS P.
Customer did not leave a comment.Scott C.
I was disappointed when I asked the tech if there were any additional charges, an he told me know. Then we I received my online receipt, it had nearly $20 more in extra fees. This did not seem right.Ricky S.
Even when uhaul was not open Ace hardware allowed us to drop off key two separate loads!!!DONALD A.
Customer did not leave a comment.Ronald S.
Customer did not leave a comment.Thomas N.
Customer did not leave a comment.Jimmie R.
The only issue was I had wanted to pick up in Waterloo and for some reason they there was an issue with my order but they made it right by getting me set up with one in mason city.Nicole H.
Customer did not leave a comment.Thomas P.
Customer did not leave a comment.Julie F.
Customer did not leave a comment.Steven S.
U haul customer service was rude. They moved my pickup location 90 miles farther than I scheduled, and then were rude to me when I asked that they make it right with me. I have spent $4000 with U-Haul the last 2 years and will do everything I can to not use them again.Thomas H.
There's nothing to improveBill B.
Customer did not leave a comment.Richard L.
Not a place to park when I dropped off the truck. Tried to charge for not folding blankets. After explaining the blankets were not folded when I picked truck up, dropped charge.Daniel S.
Customer did not leave a comment.Michael C.
Customer did not leave a comment.Bill P.
Customer did not leave a comment.Steve S.
Check that chains for trailers are not too long when hooked up.Bobbi W.
Customer did not leave a comment.Darrel D.
I would have preferred not having to enter the building to complete the rental transaction, because of the covid19 concerns. Otherwise, the staff was helpful and efficient.Linda W.
The employees were very helpful and accommodating to us. We felt like our things were safe and cared for.Chereece H. | Overall Experience
Great experience!Michael T. | Overall Experience