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David M
Customer Reviews for 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.
Everything is great
David SNothing
Benjamin WThe people at Twin Lakes are friendly and limited equipment there. I rented trailers twice in a week. They charged an extra $8 for each rental for some coverage I didn't want. I had to call U Haul to get it removed. The U Haul customer service said the Ace Hardware apparently added it to my reservation quote without my agreement.
John MJeff was helpful and knowledgeable. Thank you.
James BImprove the app for transactions. It does not work and very confusing.
Vytautas Ba little delayed in pickup because of busy weekend; great service
Wendy HNot put dolly and moving blankets in truck when I didn’t order them. It took up a large chunk of space that I paid for and made my move harder.
Jason BJeff was awesome! Thank you for explaining every detail to me. Great service and these guys take the time to make sure you are good to go. Definitely will use again
Wendy GAbsolutely horrible service today at that pick up ace hardware. The truck itself had no air conditioning. It was very hot and uncomfortable. It was 91° today in Wisconsin. Me and my helper had to drive a round in the heat all day will be looking for a refund of some kind for today’s truck
JOEY FBoth facilities were awesome. Wasting 2 hrs out of day to get trailer was frustrating when you live 10min from 3 locations. We ware notified day before that I have to go an hr to get. That sucked. Must be a better way...
Robert LEasy drop off. The young man could've said hello. Didn't ask any questions or check the trailer out visually or the interior.
Thomas DHate your website. Despise the the add ons I have to page through and decline to finish a reservation. Had a safe tow charge on my bill this time that I missed declining. Also received 5 copies of my contract and 5 copies of my rental agreement in my email box. Get some better web designers and quality control.
MICHAEL LThe truck did great on fuel especially with the box loaded and pulling a 06 Chevy trailblazer on a auto transport trailer, very pleasant ride
Jason BVery large well lit parking area. After hours drop off went smoothly.
Ryan DEither uhaul needs to change it's pick up process and not require a phone to check in, or this location needs to offer wifi. Took way too long to open the website and scan my ID.
Isaac GIt was not Ace it was your rental policy unbearable it to 45 minutes for the man to close out old rental for me to rent than another 20 minutes to rent due to your software would not let me load driver license pics never again till you change your rental policy what happen to take a copy of license an insurance policy Good luck
Robert Sget more help - only 1 guy when we dropped this off on sunday the 19th
sharon gI live in Bristol, WI so I had reserved the trailer a week earlier in Antioch which I have done many times successfully. This time I received a call the day before pick up saying I was switched to Zion, IL, waaaay out of my way to the east. I arrive there the day of pick up to be told they didn’t have the trailer and I would have to go to Twin lakes, which is waaaay out of my way to the west. Neither of these places are close to where I live and to have to do all of this running around the day I needed the trailer was pretty pathetic.
Bill KHave the bill ready. Still waiting
Robert GJerry was helpful, knowledgeable, and kind. However, dealing with the U-Haul online platform was not user friendly. I was incorrectly charged for safe coverage. It is a pain getting through to an agent (I was transferred 3 times and still have to call back after getting this receipt to refund this charge I did not sign up for). Dealing with a pick up/drop off location that’s not a U-haul is not easy or smooth at all. Needs a- lot of improvement with ease of use and contacting a U-haul agent faster. It appears to be a huge chore for either the customer or the clerk at the Ace Hardware. I probably wouldn’t do this method again.
Jamie HI forgot my wallet in the uhaul and the gentleman that helped me was extremely accommodating and dropped what he was doing to help me. The place was clean and very professional.
Nichole TI was overcharged for moving pads and dolly after being told if I didn’t use I would not be charged for it. I’m not going back to that store again and I truly believe Uhaul should share my review with the Twin Lakes store. I’m not happy with either company’s right now! Not sure why my location of rental changed and why it took 25 minutes to get out of Ace hardware after I did register online. Guys I will probably never rent another truck from you guys again if it’s gonna take me close to an hour of store time due to be disorganized like that.
MICHAEL BUhaul website needs updating. It is not at all user friendly, multiple requests for the same information. I entered credit card information on line and it was not present at the pickup location.
Gary RGreat customer service
DAVID ABetter communicate if the trailer is not going to be where you ordered it... Drive all three way to one location to be told to drive an hour the other direction to get the equipment
MATTHEW PI returned trailer prior to the 6pm closing time posted on google. Just to find google information was inaccurate and uhaul website would not accept my location sharing even though everything had been turned on properly on my cell. I was charged a late day fee. Unnacceptable. Will look for other means of transportation now
MICHAEL STrailer needed work and appears it did not get pre-rental inspection as half of the tail lights (1 rear and all the right side) were inop. Luckily the brake/turn and 1 rear tail light worked or I would not have been able to accept the unit.
WILLIAM BBoth guys were very helpful safety inspecting the trailer and connecting it to my truck.
GLEN HThe online check in is completely terrible, no customer service help whatsoever from the actual in person workers.
Erin EYour check out process needs to be redone. You require the customer to take a picture of their drivers license after receiving a text message from U-Haul. The problem with this is, that location has very bad cell service so you have to stand outside and wait for the text to come through before taking a picture of your drivers license and submitting it to your system in order to check out one of your trucks. I would recommend putting in a scanning device for the drivers license.
DANIEL MGuy who rang me up, checked me out was fantastic!! Chatty but not too much.. personable and knowledgeable.. not sure of his name though
MICHELLE MThe agent worked hard to ensure that everything was correct with my contract, and with the trailer. He was polite and knowledgeable.
PERRY DWaited 30 minutes to try to check in. Person ahead of me bad phone service and couldn't send and relieve his emails. Bad uhaul computer system people at ace where great. But u haul system bad won't use this location again
Kevin Wyou provided the incorrect trailer
Kevin ONothing I can think of now.
DOUGLAS O