Customer Reviews for North Olmsted Ace Hardware
(U-Haul Neighborhood Dealer)

Rating:

5.0

Customer service was excellent he went out of his way to explain and answer questions Moving help awfully will never recommend

Rating:

2.0

A moving truck with no loading ramps in the back?? Seriously?!? I should have been told this at pickup so that I knew I was renting the correct equipment I needed. To even rent such equipment and label it “for moving” is ludicrous! I wasted all my money! And an appliance dolly without a ratcheting strap on it?? Ludicrous!! Very unhappy with my experience!

Rating:

3.0

They didn't have the additional items I'd ordered and said they couldn't do anything about it. They sent me to another location.

Rating:

5.0

All good of course

Rating:

5.0

I was happy with everything , easy sign up, easy pickup, nice clean running truck, best price, easy drop off. Will use them again ! Thanks

Rating:

3.0

If I accidentally add too much gasoline and wiper fluid, I'd like the money back. The fact I dont get the measly money back pisses me off.

Rating:

1.0

There is no option for self check-in which means no pictures. I opened the U-Haul website to begin my reservation and it said no equipment was assigned, so I had to call the customer service for U-Haul. The kind lady informed me there was no self check-in and I'd have to go in the store. I waited 30 minutes past my reservation time for the worker to be available to get me access to the truck. The truck was not clean in the back, full of leaves and debris. I was told gas was $5 per gallon if I didn't refill it. I drove the truck 12 miles (which is also reflected on my receipt), and yet the company charged me $27 dollars for gas which makes no sense if the truck averages 10mpg. I used barely a gallon of gas. Last, I have called to get this rectified and U-Haul customer service says they can't help me because there are no pictures yet there was no option for me to even upload pictures. I called the store and I was told they'll call me back. I had to call again to speak to the customer service rep. He said the regional manager would call. He still hasn't called me. Would never rent a truck from this location again as it has been nothing but a problem. Go somewhere else to rent a U-Haul and ensure they have self check-in so you can have picture proof and don't get scammed.

Rating:

3.0

Try to repair/Maintenace on vehicle

Rating:

5.0

Ike was great. Pleasant and got me in and out quickly.

Rating:

3.0

Truck was full of dog hair and extremely dirty

Rating:

1.0

Ace hardware is great! Your app doesn't save anyone anytime. You should tell people before they check out that they'll need to take pictures. I was in a hurry and already locked up and turn the key in when you ask for pictures. You also say to scan the location when you get there and I have no idea what that means and there's no instructions as to what that means. What are you supposed to scan? It shouldn't be that difficult. Oh and I didn't even use it. I took it home which is like a mile away and brought it right back cuz I didn't end up needing it. No money back or anything for that. Ridiculous.

Rating:

5.0

very friendly and easy to deal with!

Rating:

5.0

Great customer service experience.

Rating:

2.0

The check-in process did not work. We were supposed to pick up the truck at 6:30 AM; never received the critical text message to self-check in as I was told. I had to wait until the location opened and with that, was 2 hours behind schedule. That caused our drive to be longer because of rush hour traffic through two major cities. While the employee who helped did get things situated, she seemed frustrated and short with me. In all honestly, I was short and frustrated as well. When I reviewed the final bill/receipt, I was charged a second day even though I returned it the SAME day. So no, I would not recommend this unfortunately.

Rating:

3.0

Have the truck that the customer reserved. This was the second time this has happened. I made a reservation and when I arrived it wasn’t available. What’s the point of making a reservation in advance. Very frustrating.

Rating:

5.0

Truck required service and air condition was not working and the back door camera

Rating:

5.0

Nothing

Rating:

1.0

Although booked a month in advance, I had to drive an extra 20 minutes to pick up. Self check is still required going inside the store to pick up keys. Uhaul employe was very rude. Took over 45 minutes to get the keys. Very poor pick up experience.

Rating:

5.0

I was never able to use the online portal as it always said there are no vans available, however, by the time we got to the store there was indeed a van available. It all worked out. Vans are awesome & so was service guy at desk!

Rating:

5.0

Ike was a great help!

Rating:

5.0

Nothing. The location was great. Friendly, responsive and flexible.

Rating:

5.0

Ramon did a great job, smooth process, no complaints

Rating:

5.0

nothing

Rating:

1.0

When I arrived I checked in and it told me to head inside to pick up keys. When I got inside they told me they couldn’t find my truck, they didn’t know where it was. They called another location and they said I could go to that location and pick it up. I wasn’t doing that. They finally told me well I could have them make a new reservation and it would be picked up at this location. All around just a waste of time

Rating:

4.0

Did not have the furniture dolly I rented.

Rating:

2.0

Note that this was NOT the locations fault, but the fault is on the person the day before who rerouted me to this pickup location, knowing what I paid for. I ordered a 20 ft truck with a furniture dolly and appliance dolly (we needed a furniture Dolly due to heavy stuff we had). When we arrived at the location in the morning, we were told “oh we don’t have any dollies here”. Well I certainly need them and paid for them! He took them off my bill, but that didn’t resolve the issue of not having dollies. If a location doesn’t have the equipment requested, we should not be able to book there, end of story. I shouldn’t have had to find out at the very last minute. I had a bunch of guys with very sore backs at the end of the day which could have been avoided. Very disappointed with uhaul.

Rating:

3.0

A. It took like 45 minutes waiting in line to get the U-Haul. And B. I filled the gas tank to the exact same line it was at when I got it and they still charged me $27 for 6 gallons of fuel?? With predatory service like that I will definitely be going elsewhere for my next move.

Rating:

5.0

Went smooth on pick up, van had 22k miles no issues. The interior was spacious. Return was smooth, and promptly got a receipt in my email a day or so later with actual cost, which was as expected. Smooth transaction.

Rating:

2.0

I had issues with the app so I went into the Ace HW store. There was only one person working. He was friendly and helpful but overwhelmed. Because of the number of people it took an hour and 30 mins to get on the road.

Rating:

1.0

Both the miles and the fuel stated on the contract were incorrect as imputed by Rodriguez at the N Olmsted location. I did catch the fuel discrepancy, and had him write a note saying that it would be taken care of when returning, but I missed the mileage. When the truck was returned, he did not correct the fuel level, but instead charged me for 4 gal of fuel even through I returned the truck with more fuel than I had received it with. He charged 101 extra miles because the pick up mileage was incorrect on the paperwork. Luckily, I had pictures of the odometer for pickup and return miles. U Haul Corporate was very helpful and adjusted the fuel and miles charges, and refunded about half my bill.

Rating:

5.0

Na

Rating:

3.0

They never alerted us to when it was ready, and the back of the truck was still dirty from previous use.

Rating:

5.0

Staff was great, 2nd rental at this location

Rating:

5.0

Nothing

Rating:

3.0

They don't have a key box that the key fobs fit into and this is not clear when you drop off. The app freezes regularly so if you check-in/out with it you might have to start over multiple times, After the fourth time, I just droppped the key off and walked away. Frustrating.

Rating:

3.0

Customer service was very rude and unfriendly. Process of checking in and returning keys was very long. Didn’t have anything explained to me about the return process.

Rating:

4.0

Keep the level of services you are currently providing.

Rating:

5.0

Great customer service. Convienient online reservation process.

Rating:

5.0

Give yourself a raise and the guy at Ace

Rating:

1.0

Used to recommend. Not anymore. They have nice people but didn’t have moving pads and part of the equipment we reserved. Didn’t offer any solutions and kind of an “oh well…” attitude. A reservation means that all the reserved items are NEEDED. Nice demeanor when we asked questions, but not helpful in offering to call another location. We had to stand and research on the phone and “ask the right questions” of staff in order to find out where to get moving pads in time. Ended up driving the big truck 40min out & back to another location to pick up. A miserable experience that added completely avoidable and unnecessary stress to an already stressful move. Won’t choose this location again.

Rating:

5.0

These guys at Ace Hardware. are great.

Rating:

5.0

Have some signage stating that uhaul is inside Ace Hardware. A uhaul sign somewhere outside would help. I drove by three times until I saw uhaul trucks in the back side of the building.

Rating:

2.0

We arrived at the store at 7:55. We didn't leave until 8:45. This poor man was making keys, cleaning off trucks, unfreezing door latches, bringing trucks around, checking us out...etc. I appreciate the gentleman but he is not being supported by the store or his teammates.

Rating:

1.0

I recently had an experience with U-Haul that left me quite disappointed. From the moment I entered the facility, the clerk was notably dismissive, making me feel more like an inconvenience than a valued customer. Despite my attempts to get assistance, I felt largely ignored, which only added to my frustration. The wait time was excessive, and I found myself standing around for far too long without any acknowledgment from the staff. When I finally completed my rental, I was shocked to discover an additional charge for not fueling the tank appropriately. This was particularly frustrating because I had made an effort to return the vehicle within range even after speaking with the clerk prior to leaving. To resolve the issue, I had to stop into the store and speak with the manager. Thankfully, the manager was more attentive and willing to help, but the initial negative experience with the clerk overshadowed the rest of my visit. Overall, I left feeling dissatisfied and undervalued as a customer, which is not the kind of service one expects from a company like U-Haul. I hope they can address these issues to improve customer experiences in the future.

Rating:

3.0

No clear direction on where to drop off the vehicle.

Rating:

5.0

The process of renting with the folks at Ace in North Olmstead was smooth and efficient and the gentleman handling the transaction was an extreme professional and really great.

Rating:

3.0

Back of truck was frozen and lock wouldn’t work. You also need improved WiFi services bc it was nearly impossible to check in due to your lack of internet.

Rating:

4.0

Make sure the window washer fluid dispenser is full and in winter months contains deicer fluid.

Rating:

5.0

The gentleman at the counter was very nice and I appreciate his customer service. The lady at the front counter deliberately didn't answer incoming calls, and was called out for it too. She has a bad attitude, look at cameras. She was playing on her phone and wouldn't answer calls. I'm a business owner, I would fire her.

Rating:

5.0

Ramone was very accommodating

Rating:

5.0

Easy process. Only little hiccup was the keys. The App didn't say where the keys were at first.