Trailer Rental & Towing in Virginia Beach, VA at Ace Of Kempsville Inc

This comment is for uhaul Corp hq. It seems your billing system has a glitch. It added 10$ to the total bill that didn't add up with the individual charges. The rental location couldn't explain it nor could the central office. Everyone should check their bills and see if this is a universal problem. This could add up to hundreds of thousands of dollars if the uhaul billing system is automatically over charging their long haul customers 10 bucks on every bill!

U-Haul Agents were friendly and personable. Allowed me to feel at ease and they were concerned about my needs. They happily accommodated me.

I was charged for gas when it was where I got it. The truck wasn’t swept out before use and the light didn’t work inside. Something seemed wrong with transmission! Don’t go here they suck and rob your money!!

Staff was super nice and helpful.

Actually I made reservation locally and THOUGHT that's where I would pick it up. Unfortunately he did not have that size truck so sent me 30 miles out of my way to pick up. I am definitely not going to deal with that gent again and noted we have 2 other truck rental agencies locally, for whatever you can make of that.

Always use this location when renting a U-Haul vehicle. Personnel are professional, efficient, and friendly.

I was “greeted” by a clerk who was extremely u pleas at from the start. It was obvious she didn’t want to wait on Uhaul customers, and when she saw me, she simply said, “Yes?” in a condescending voice. I told her what I was there for and she proceeded to tell me matter-of-factly that an upgrade to my rental had been made (not by the store) and that they had had no control over it, but my 10’ truck would not be available and instead I was going to have to settle for a 15’ truck - but she told me I was getting a deal because I wasn’t going to be charged more. I proceeded to tell her I rented the 10’ truck because I was not comfortable driving a larger truck. I’m 5’2” tall and can barely see over the steering wheel. She told me there was nothing she could do. She didn’t have a 10’ truck. She could look and see if she could find one at another locatiom. I told her I didn’t have time as I had to be 60 miles away in 1.5 hrs. She said the only thing she could suggest was to buy additional insurance - so she sold me on a cost which was higher than the larger truck. Plus, the gas mileage was going to be astronomically more expensive. She said I’d have to take it up with Uhaul after I’d rented the truck. Well, I called from the road and it turned out that I could have protested prior to renting it and negotiated a deal, but she lied to me and I ended up footing the bill and the $50 in gas for ~120 miles. Plus I paid $120 on top of the rental cost and insurance cost! It was astronomical - a $19.95 rental for 8 hrs cost me almost $200! I called Uhaul when I returned and learned about the fact that I should have protested prior to the rental. They told me someone from customer service would call me within 24-48 hrs. Did anyone call me? NOOO!!! 2. When I asked for one of the copies of the rental form that’s used, she looked at me like I had two heads. She said my receipt was enough and that no one ever requested that copy. I said when I rented cars I always got a copy of the form that shows the condition of the vehicle upon return. She again looked at me as if I didn’t know what I was talking about and proceeded to say to her coworker “We can sell her a copy.”!8 don’t think he believed what he’d heard either, so he said “What?” She repeated “She can buy a copy.” I guess this was due to the fact that I complained about the additional costs due to the unasked for “upgrade,” the fact that I’d openly said that I was uncomfortable driving a larger truck and instead was sold additional insurance, and that the gas mileage was going to be much worse than the 10’ truck. As a result of this experience, I.e. not getting a return call from Uhaul, receiving no cost reimbursement for my additional expenses, having to spend the better part of a day driving a truck that terrified me when I got behind the wheel of it, not to mention the terrible customer service, I will NEVER step foot in that store nor will I EVER rent a Uhaul again.

The person at the counter was very helpful and went through the details with me and my friend in detail.

I rented a pick up to pull my trailer but I couldn't use it because the wiring wasn't compatible and there was no adapter available. I wish I would have known prior to paying.

I received outstanding

All of the employees at this ACE Hardware were very helpful with pick up and return.

Great customer service from woman cashier and male. Quick and easy and made sure I had a positive experience.

While one employee was helping me, there were three other employees standing just behind the counter talking and none of them would answer the phone so the one that was helping me had stop and answer the phone.

Much better location than the last one we used. Very convenient and helpful.

Great service

Very cordial and professional service provided from the staff. Thanks for a seamless customer experience.

The only complaint that i had was with the fact my pick-up location was switched the day of my scheduled pick up. I had to drive by three other u-haul locations to get to the one i was directed to and didn't get an option to see if there was a closer location. not a huge deal, but it did slightly complicate my afternoon with fighting traffic and getting out of town on time.

Nothing -- everything was great.

Everyone I spoke to for the Uhaul today were all extremely nice, friendly and very helpful. As far as I experienced, no improvements needed.

Let me start by saying the employees at this location was wonderful. When I went in to rent the truck. I didn't realize I had an outstanding balance. They allowed me to use the phone and they allowed me to talk to someone at the U-Haul headquarters name Susie and she she made it possible that I could play right through the store to clear up my old bill .So I paid my old outstanding bill through that the location . The gentleman there he was just wonderful I paid my bill and they gave me a receipt that the outstanding bill was paid in full .They gave me the truck and, the truck was full of gas also clean . I returned the truck back in full of gas and clean as I received it .It was just a wonderful experience . So I will most definitely tell my family and friends about U-Haul because we in the past we have had bad experiences so that's why ? , I stopped coming to U-Haul .But now I can I feel very connected so I will tell my friends and family about you all. Thank you for the opportunity to rent with you all again and I look forward to it if I ever need another U-Haul rental .

I had a horrible encounter with the corporate customer service department. When I disputed a transaction, I was given the beat around the bushes answer, something about insurance which BTW cost me $30 and nothing more. YES, I knew about the insurance, I paid for it. Anyway, when I left the store I was led to believe that I would be charged one price and was charged something totally different, as in $118.59 different. I am not about some chump change but the fact that you as a large successful company are trying to sell me some BS about insurance to justify your bogus charges is totally inappropriate. I have used U-haul many many times, but I can promise you that this was the last time. I don't do business with shady companies that treat their customers like cattle....... GOOD BYE!!!! This is not directed at the folks in the ACE store, they were the only positive thing about this transaction.

Yes, as a drop off location.

There is nothing I would improve. My experience was excellent. I arrived when the store opened and was taken care of immediately. The process was fast, simple and painless. I’ve never rented a U-Haul before but the employees at Ace made the process very easy. I will definitely spread the word about the customer service at Ace and recommend all my friends use them to rent U-Hauls if they need a truck to move anything.

Personnel are not experienced enough to do the job. The ramps (both side) were left unsecure. The personnel who did the hook up failed to do the safety check before letting me go, this is a serious safety issue that need to be address and needed to be corrected.

Inform the customer of any issues with the vehicle. I was never informed the interior might be leaking. In addition the truck was missing a overflow radiator cap and if I had never checked the oil I would have never known.