We were told that we didn't return the truck on time when we returned it an hour early. The store was closed. We were u able to complete the return process through the app because it kept exiting out. When we called the next day all the would say is they are going to look into it we never heard anything at all. We were charged and extra 80.00 when our keys were in the return box and hour early.Finally talked to someone at U-Haul and we are waiting for a return follow up call
JUSTIN A
Customer Reviews for Lakewood 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.
Truck was junk. Made noise blew dark smoke out of alignment wipers need replaced
Mark DThis was a Ace hardware store, so had to wait for an employee to be available so maybe have a person designated for U-Haul only?
HASSAN HThe inside the truck just needed to be wiped down
jasmine wEverything flowed smoothly. From ordering online to drop off. Will recommend and use this location again when needed.
Tiffany PVery friendly & efficient
Markie BThe brakes on the 15 foot truck rental seemed loose. I almost hit two cars trying to stop. I'd like my money back or a reduced fee. The Uhaul employees took a damage report, although they said there was sufficient brake fluid in the truck. Not a great experience for me.
Kelvin PThis location was far one of the best ain’t do to much was in and out I was able to schedule for 24 hours the lady was helpful processing my order the drop off was everything you just returned and drop the key in the lock box and your set … now I will say please replace the headlight I was driving at night and even with the high beams on I couldn’t really see it was scary but overall it experience was pleasant, Thanks for having the size truck I needed to get the job done.
Michelle WI was extremely impressed with the gentleman that was working the store that morning. It was somewhat busy, the computer was acting up, the truck I reserved was not available. But he kept calm, remained friendly and helpful and was able to find a comparable truck for me without sending me to another location. Uhaul would be proud of how he represents the company. He is the sole reason I will be a return customer.
Petra TI was called due to gas level too low. After checking the truck it was not low at all.
Jacgueline BThe return vehicle le app would not load to allow access to input data.
DOUGLAS SThe gentleman that helped us was very nice and helpful but that truck sucks up gas like it was free
DAVID BGood to use anytime 😃
Nathan SThe only problem that I had with the truck it needs a wheel alignment. It was pulling to the left.
gloria wI was a walk in rental. Van was clean and in good order. Drove about 10 miles and it dies in middle of traffic. After 15 min of honks and angry passerby it started. Nothing worst than getting a vehicle and this happens at no fault of the renter. Very frustrating
Chantelle DI like this location I recommend this location I will be back thank you for the service.
Karl GThe gentleman was great! Made the process easy picking up & returning.
rhonda hThe wonderful woman that helped me over the phone find the keys and get into the van was EXCEPTIONAL!!!! I can't thank her enough!!!!!
Stacy EGreat service. The truck could use some new wiper blades!!
THOMASWAYNE KEverything went superb. Customer service/ success was aplenty with everyone I encountered on the staff. This will be my Uhaul site for future usage regardless of the proximity. Thanks !
Brent DA more thorough pre-check of the vehicle by the staff, inside and out, would have been welcome.
Michael ABetter knowledge of company for customers
curtrina pExcellent Pickup and return service. Friendly People!!
Bruce CThe vehicle was very useful. It just smelled bad, but other than was ok.
STALIN GThe van was filthy and smelled like vape / smoke. There were lots of dings and scrapes both inside and out. The inside door handle was broken. There was no WI-FI at this location and the App kept kicking me off. It look 40 minutes to get the keys and check in with the phone App.
Laura HIf the rental place is closing early, they should let you know what needs to be done before you leave the store with the keys. I did not see the email til after the key was in the rental box. This would have prevented the sleepless night to call back in the am.
Vickie WEmployees need training on customer service
Leona BTruck had been smoked in - surprised that is even a thing anymore. 2nd time I’ve rented (different location previously) and website was enabled for location services, but website did not recognize me as being on site. Fortunately, I picked up and dropped off during the location’s business hours. Rental agent was very helpful and efficient.
Curt FI plan on always using them for our tidewater needs!
david hMake the self service more efficient and actually have customer service to help onsite with issues
ALYSIACHA'NELL JI have used U-haul on many occasions and have always received good service. Recently, I used the Lakewood location on 2 occasions and the Monticello location on 1 occasion. All during the same week. I just don't understand how your trucks can use so much gas when the distance from the store and my home and the distance from my home to the new home were less than 2 miles away from each other. I made one trip, each time and the motor only ran when we were in transit and yet, I spent $30, $40 and I did not fill up for the Monticello rental, because to me the gauge was on the same level, but yet I got a 52$ charge. I find this ridiculous for such short trips. The cost of gas for these 3 rentals was as much as one of the rentals themselves. I will continue to use U-Haul, because you are the best game in town, but let's do something about those gas gauges. Also, the Monticello location does have gas stations around it, but maneuvering a U-haul in either of the locations would take more skill than most people have. Jack Jones
Jack JKeep the friendly, helpful staff.
ROMONA SSometimes there's a SIMPLE solution for a problem, even a big problem. Substandard customer service requires a something simple, it's called Secret or Mystery Shopper. You can also use a video camera and record phone calls,"SIMPLE".
Elbert MUpdate app so that customers actually can upload their drivers license without the help of the store associates.
Angela LEasy transition!
JoAnn CEasy rental and accurate close out of rental agreement.
Dimitrios PMake the online check in easier amd the prices clearer
Nathan DThe girl at the front desk was incredibly rude and wouldn’t even talk to me about the truck or the fact that I was bringing the rental back early and wanted to discuss it with her. She put her hand up and told me to drop the key in the box outside and that I didn’t need to do anything else. She also did not tell me where to park the truck. dropped the key in the box and then did the after hours check in because I didn’t trust that all I needed to do was put the key in the box.
Joshua KClean vehicle . Return no one came out to check return just took paper and said thank you.
Robert MGreat customer service
Keisha WIt was a great experience working with this location. I would like to give the staff a BRAVO ZULU on their professionalism, caring attitude and good attitude.
Langa TThe last person who used the U-Haul left it extremely smelly. It actually smelled like cow manure and the windshield inside was very dirty it needed to be washed. I tried everything to remove the smell but there was no way that I could get that done at affordable price. I definitely do recommend this location for renting a U-Haul; simple, quick and easy using the mobile app. They even go above and beyond to assist you if you need to go inside to rent the U-Haul in person.
Sally NSpeed up the pick up process
Michael GKind, great customer service
Jessica SExcellent experience
Leroy MWhen I first arrived to pickup the rental the lady that work that morning was very friendly and made my experience very easy. But when I drop off the rental the guy that took care of me was very rude and nasty. He didn’t want to help, very slow at what he was doing kind made feel away, like he didn’t want help me. I hope I never get him again.
Jene RDrop box I used was sketchy. Would feel better with more secure box
Phillip GI’ve picked up from this location several times and would recommend them.
Angela BThe keys to the 26' truck I reserved was not available when I arrived and could not be found for 30 minutes. I requested a smaller truck in order to get out of there and stay on schedule and was given a 20'. Everything else was great.
Michael DThe vehicle was very dirty! The self-check-in and out process is too long and slow. The App was extremely slow. I will not use that process again because it is quicker to go to the counter. Both check-in and out were over 30 minutes.
Maureen BContinue your current level of customer service.
DOUGLASEDWARD WNo further comments at this time.
Rafael RThe Ace store manager was a bit rude and the Uhaul was dirty.
Heather TI will go back to this location if I need any further rentals needs, they where professional and easy to work with...basically an around good people and experience, Thanks again! Kim
Kimberly DThe truck was horrible got less than 4 mpg BEFORE even loading it. I was promised a discount since they kept changing where i got the truck and had to go somewhere else for dolly which meant i had to pay 40 more for a damn uber but you refused to give it to me later. Missing moving supplies i ordered app refused to work for drop off. Uhaul made this entire move a nightmare. I will NEVER use you again
DARRELL P