Customer did not leave a comment.Denise F.
Customer Reviews for Ace Hardware 660
(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.
I'm my opinion if you have to call customer service because you can't get your rental and then they change your location to get a different truck there should be a discount. I don't think I should've paid full price for a U-Haul screwup!Cody D.
I was never told by anyone that I had to use a credit card. I was also never told by anyone that if I paid with cash, a debit card or a prepaid debit card that I would be charged a deposit or how much that deposit would be. No one emailed me any of that information and no one at the store told me that until I tried to pay with cash and a debit card. Even then I was never told how much the deposit would be.Jennifa D.
The truck was very dirty, it looked like it hasn't been cleaned in a long time. Even though I completed an online check in, it took me more than 20 minutes for the place to give me the truck and everything I needed to move on.Maria Belen O.
Customer did not leave a comment.JOSHUA M.
5am pick up. App wouldn't allow it. Called Customer Service, claimed I was too late. Changed pick up time to 7am. App still wouldn't allow pick up. Called Customer Service, claimed the location required "hand delivery". Rented from this location, always used 24/7 app pick up. Location opened at 7am. Key was in back of locked truck as normal. Lost 2.5 hours of my time picking the truck up. Drop off began on app. App wouldn't verify my location. Went inside to have drop off completed. Staff said I was already logged in to drop off from app. Took 45 minutes to complete drop off. I've now rented from 2 different locations on 3 different days. None have taken less than 1.5 hours to complete pick up trying to use online app. Spent a LOT of time on phone with customer service.Henry M.
I can't think of any improvements needed. The customer service was incredible and they were the friendliest people which made our experience a pleasure. Thanks for everything. 👍😊Dorothy W.
I don't know how much of the problem was internet signal in front of this store and how much of it was your software/system, but it took me nearly an hour-and-a-half to get through the app pick up system. The signal definitely failed multiple times, but the failure of your system to acknowledge my pics sent and then make me start back through steps I had already completed was extremely frustrating. There was nothing simple about the process, and even when I did manage to reach the point of approval, the coded lock on the back of the truck took a lot of adjusting multiple times before the 4 dials matched up to allow me to open the lock. The staff when doing an "open hours" pick up is very accommodating, but picking up "after hours" is a nightmare.Henry M.
Customer did not leave a comment.Bob M.
Staff are excellent and very accommodating.Bob M.
Customer did not leave a comment.alvin J.
Customer did not leave a comment.Bob M.
Where do I startâ€¦first of all I have rented from UHaul previously numerous times without issue. This time was an exception. I arrived at 7:55 and was told by the rep in the control center it would take 15minutes. I left at 8:30. I was asked what the add on was and I said moving blankets. Oh, we don't have those. Okay, so what am I going to do? They called around several places before they found them at the Paxton location that I had to make another stop to pick up making me late for the movers I had on the clock paid for thru UHaul movers. Paxton facility was awesome. Rantoul facility was horrible. When I went to return the truck he tried to bill be for an additional day because I was late. I said that's not happening and explained the whole situation when I picked it up. The truck was also not clean and there was a container of cheese curds behind the passenger seat that had been there for who knows how long. No good and not happy!Janet B.
Vehicle air condition did not work which made it difficult to drive during the day. wipers were aged so bad we had to pull over when it began raining.Zach P.
The same thing you did for me.Thank you ...Gwendolyn W.
The parking lot was horrible! Huge holes everywhere. But I don't think U-Haul is responsible for the parking area. It's in a little mini mall.Brooke H.
Discount was awesome. Move went well. Very satisfieddavid K.
First truck we were to get smelled like smoke, parking brake was broken. Second teuck we got was not clean. we had to sweep out the back and clean the whole console area where something had spilledKenneth D.
Customer did not leave a comment.ARTEMUS J.
Great service! Truck ready when we walked in.Brenda C.
Customer did not leave a comment.David D.
Customer did not leave a comment.Margolita R.
Customer did not leave a comment.nannettee S.
Wonderful experience! Good help! Excellent service!patricia A.
Nothing you were wonderfulMichele C.
Customer did not leave a comment.Richard H.
Went great overall! The process was easy & quick. Also very affordable and the store Associates were friendly.Cherie J.
Customer did not leave a comment.Larry H.
Make sure the inside is properly cleanLARRY H.
Location was an hour away from location I requested and I was notified less than 2 days in advance. The staff member asked me questions from information I already provided and the check in process was long and annoyingKiley W.
Customer did not leave a comment.Lauren S.
The person who checked us out was Greg and he did a great job. The safety hooks were too small and he fixed them to work correctly. Great job!!Tim M.
Customer did not leave a comment.Regina M.
Great service Professional EmpatheticAlexis T.
Customer did not leave a comment.Ralph C.
Very good customer service Mark was very goodBrad M.
Customer did not leave a comment.Bianca H.
Customer did not leave a comment.adela R.
Customer did not leave a comment.Kim L.
Customer did not leave a comment.David G.
Customer did not leave a comment.Jenifer N.
Customer did not leave a comment.Lindsey E.
Customer did not leave a comment.RAYMOND S.
The internet service was spotty and my reservation had to be restarted three times a 30 minute process. This didn't include the 15 minute wait for the technician to assist us because the other person wasn't able to help us with uhaul rental. Very nice but older staff and internet for building being poor ruined the experience for me. If I wasn't needing the rental I would of went else where, but I try to shop local. Thank you for the survey!KATHY A.
I was charged $12 for gas! The guage didn't even move because I took it only a couple miles.Jennifer D.
I had a problem with paying cash then I had beforeOrrin R.
Customer did not leave a comment.Stacie C.
Customer did not leave a comment.Amanda M.
Very friendly people.Edward P.
Customer did not leave a comment.Tim G.
I shouldn't have to drive 30 min, past 5 Uhaul places to get a trailer.Mark M.
Very Friendly staffCONNIE C.
Customer did not leave a comment.Carl G.
Great and professional customer service.MICHAEL S.
Customer did not leave a comment.John W.
Customer did not leave a comment.MARY J.
Customer did not leave a comment.Jeffrey P.
Customer did not leave a comment.Dana W.
I had thought that the whole process from ordering the truck to returning it exceeded my expectations. Keep up the good work.MICHAEL T.
Customer did not leave a comment.BRENDA S.
Customer did not leave a comment.KENYONWILSON M.
Customer did not leave a comment.James C.
Customer did not leave a comment.ELIAS M.
Customer did not leave a comment.Xavier L.
Customer did not leave a comment.JOHN K.
Very good everithingKARINA B.
Customer did not leave a comment.Marguerite B.
Customer did not leave a comment.VIRGIE H.
It seemed like I was being charged to do the work of a uhaul employee. One question asked if I had left the truck clean. Soon saying yes it asked for photo verification that the truck was clean. Was there going to be a penalty for a less than perfect truck? Doesn't uhaul have employees that maintain their trucks.John G.
I reserved this trailer almost a month in advance at a location closer to my home. UHaul called me the day prior to my scheduled pick up date to tell me I would need to pick up the trailer at this location, 120 miles from my home, a 5 hour round trip. This is in no way a customer friendly process.MARK K.
Customer did not leave a comment.Kelley V.
The truck I used had a broken doorKARTINA A.
Customer did not leave a comment.Kyle R.
Customer did not leave a comment.KIMBERLY P.
I called like the paperwork stated to do. They were rude and ended up having us go inside and ask for them to come check in the rental. The guy was also working the paint counter while the other employees stood around and watched us wait. Once we got to return the rental, he was very slow and with any question that was asked the response was "that is a UHaul thing and they don't control anything" he also kept stating "UHaul is new to the store, only about six months" so it was not helpful. I would rather drive to a neighboring town to not have to deal with this location again.Christine G.
The gentleman that assisted us with the rental was fantastic and made the experience pleasant. I didn't get his name but he provided excellent customer service!AMY Z.
Customer did not leave a comment.Emily L.
Customer did not leave a comment.TINA C.
I reserved a truck at least a month in advance and was told I could pick up the truck in Champaign, IL. A couple of days before the date before I was to pick it up, I received a call that I would need to get the truck in Rantoul, IL. That equated to approximately 36 total miles out of my way to pick up the truck that was supposed to be in Champaign originally. I will admit that it was not a major thing, however it was still an inconvenience and I would have felt better about it had I been told in the beginning that I would not be able to get the truck in Champaign.JAMES P.
When I indicated on the check-out app that the cab wasn't clean and I took a picture to verify, the app crashed on me. When I opened the app back up, it already indicated the truck was in use. I never got to verify mileage and fuel level, and the staff didn't know what to verify those things once the app had already shown the truck in use. Truck had dog kibble in cab, dash indicated left front tire was low (it had 40lbs of pressure, compared to the 80 lbs required); dash also indicated service was needed on the Stabilitrack; fuel was at a half-tank (I wasn't charged for returning less than a full tank, but I also returned it at 7/8 of a tank). I expect (and usually receive) a rental vehicle with a full tank, so I don't have to add filling up to my pre-trip tasks, and since I'm sure someone prior to my contract would have received a full tank, someone along the line was charged for not returning the truck with a full tank, but the tank was never re-filled. On returning the truck, the online check-in, after receiving my payment, only momentarily flashed the screen which told me what to do with the key and lock. Fortunately, the location was still open, so when I took the key and lock inside, they simply said they would handle it from there. This location hasn't been offering U-haul very long, but it's clear the staff wasn't familiar with the online offerings (or the attention needed to be given the vehicles, rather than allowing the online check-ins to take all responsibility for the condition of the vehicles), which is a major attraction for rentals in this day. This location is first and foremost a hardware store, from which I appreciate the personal service, but the addition of U-haul did not result in the same level of service, again, because of a lack of training. They're still a major improvement to their closest U-haul competitor. I'm hoping experience (and training) will make them as attractive an option for rentals as they are for hardware.Henry M.
Customer did not leave a comment.RANDAL D.
Customer did not leave a comment.RANDY M.
Customer did not leave a comment.CHARLES G.
Customer did not leave a comment.EDWARD H.
Problem free experienceDONNIE L.
Just great service.betty K.
Customer did not leave a comment.Terence F.
Customer did not leave a comment.leslie D.