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

Rating:

2.0

Hello. Please consider a kiask & software for a smarter service. The female when dropping of acted like I was an inconvienence! The mature gentleman allthough very knowledgeable had three (3) customers but decided to mke friends/carried on an unnecassary conversation though I get a friendly service! gain the attitude of the customers being an inconvienence.

Rating:

4.0

Better signage

Rating:

5.0

Everything was great. No issues

Rating:

3.0

The process is very easy and fast. When I picked up, the truck had a few can of cola and a bag of fast food wrappers and rubbish. The representative was really good about extending my reservation for 2 more days. When I returned the truck, I received a couple of calls saying they couldn’t find the keys I returned- I’m not really sure what he wanted me to do about that.

Rating:

5.0

every thing went smoothly easy drop off after hours

Rating:

5.0

One of the tires was showing low pressure at the time of the pickup but the technician filled the tire with air

Rating:

3.0

Check Engine light was on in the rental I was using, I had no issue with the truck though, I couldn’t upload any photos to the app when renting

Rating:

3.0

Had to do alot myself on my app to return. But I guess that's the way of the world now. Worked out okay. Truck was useful and got the job done.

Rating:

4.0

Have more people working. I got there at 9, waited till 9:45 in line. My pick up was at 9:30.

Rating:

2.0

I had no issues with the truck mechanical. The issues I had were with the online process and picture taking. I spent a hour taking pictures of the minor damage all over the truck. This process has to be done to make sure i was not blamed for any damages. Also the truck covered bed was unclean. The interior drivers seat and it's cover needs to be replaced. I gave 2 out of 5 because of the hour I wasted, the cleanliness of the bed and sales person lying to me about having no trucks available in a parking lot full of them. Do better!

Rating:

5.0

The truck had a warning to fix the Tire Pressure Monitoring System. I had problems with the U-Haul website, over five minutes to get a code. It was very slow and I had to call the help desk. It took a long time to make the reservation, maybe 45 minutes. . I also had problems with arranging help.

Rating:

3.0

It was not my requested pickup location, but I was renting for a one-way trip out of state and understand. It was offered to me to take an Uber and I would be reimbursed. I decided to reschedule my pickup time for early morning so a family member could drop me off. The cab was dirty with dog hair and food crumbs on the floor and seats. I spent 30 minutes vacuuming and cleaning dog smudges from the windows. I even found a half eaten beef jerky/cheese snack, a lighter, and flag from the Sturges motorcycle rally. I already had enough to do without having to clean the truck cab.

Rating:

1.0

Customer service was horrible. The man was not friendly at all. He was rude from the time we walked in the store. We must’ve caught him on a bad day. Definitely would not use this location again.

Rating:

5.0

This group is the best. This is why I use the ace hardware location.

Rating:

4.0

Hard to know if it is well maintained. We don't know the service records on the truck. In my case, that truck had 143,000 miles on it. Don't do what I did and take something like that for a long distance. Note the differences between an "in-town truck" and a U-Haul owned truck. It could make a difference in how you want to do business. Make sure you are clear in understanding HOW a wrong site drop off fee is calculated. Driver door had to be slammed and truck needed an alignment. The young man responsible for the U-Haul rentals is the reason the store received above average. Otherwise rating would have been average.

Rating:

5.0

The customer service is exceptional as always, Ike is a very nice man.

Rating:

4.0

I’m giving you above average because Tyler at Ace really went above & beyond. The overall uhaul experience was not great. I scheduled online a month before move date & they changed pickup location the night before. Uhaul didn’t even bother to check that the business would be closed. Uhaul doesn’t put truck pickup hours at the location you select they only put business hours & when you schedule movers to help the times don’t line up. Do your due diligence.

Rating:

4.0

This specific truck should NOT be rented for long distances- it is tired & worn out. Significant body damage, broken cup holders, USB charger did not work, many of the tie-down slats inside the truck body were broken, ramp was bent/ damaged & very difficult to lift up & hook into position, overhead door was so rusty we could barely get it up & down. It was a horrible experience & 180 degrees different from the same unit that we utilized for the same trip just 4-6 weeks ago. The 26ft trucks are all woefully underpowered when loaded on any type of grade (going through Rockies). U-Haul should upgrade the technology in their trucks for better safety & customer interaction (navigation & entertainment).

Rating:

5.0

Everything was great from start to finish. I have rented vehicles a couple times at this location. Never had any issues.

Rating:

2.0

I was charged for moving pads that weren’t used. The packaging was still intact whe. I returns the Uhaul. I didn’t even select to have them in the truck.

Rating:

5.0

We had trouble uploading photos both at pick up & drop off.

Rating:

3.0

The brakes were very questionable. The location is excellent.

Rating:

3.0

The second time I have rented a truck here and both times the check engine light was on. Also the trucks were dirty.

Rating:

5.0

Rental process was fast and efficient.

Rating:

4.0

Only reason it is 4 stars is they did not have the dolly available for my rental and did not let me know ahead of time. This caused difficulty with moving some items.

Rating:

4.0

Team member to customer ratio, long wait to address a return / invoice -#. Provided a phone number instead.

Rating:

5.0

Ike was very helpful and the process was very easy from start to finish.

Rating:

5.0

N/A. Good staff and easy return.

Rating:

2.0

This is not really a UHaul location - don't have any items Uhaul sells like boxes. The truck was dirty and old with rust!

Rating:

5.0

Great service all around

Rating:

1.0

I have to wait 45 minutes to get my truck

Rating:

1.0

We reserved a van a month ago. When I go to pick up a van, the store was closed and no one was there. We had to make a phone call and apparently the person never returned the van, so there was no van. First of all they need to contact us before hand to let us know or u haul need to moved new van to location that I/customer originally reserved. The fact that no one contacted us and we had to make a call and find out the van was not there and I had to go different city (20minute extra drive to the opposite direction we needed to go ) to pick up a van. U haul told me that we will receive $50 credit for the trouble. I wanted to make sure I received $50 credit when I returned a van but they told us they will check later, they couldn't do it write away. So I drop the van and received a receipt which they did not give us 50 credit. Which means I/ customer had to make a phone call and waist more time to receive $50. What a waist of time and so disrespectful to time of customer. I never want to deal with u haul to be honest, if I have a choice's I will differently use different companies. However I believe u haul may be a only company deal with short rental of van for reasonable price around here. That's the only reason I used u haul. It was nothing but so much frustration and wasting time. I will look for new place to rent a Van for feature use. I never want to deal with this types of bad business model and frustration.

Rating:

4.0

Rented vehicle had a couple issues related to vehicle maintenance. 1. Vehicle had either excessively worn brakes or uneven wear. This caused a grinding sound and difficulty stopping when a quick stop was needed. 2. Backup camera was not functional. Was informed that 'parts were on order for the issue'. 3. Steer axle had vibration noticable around 40/45mph with around a 20° steering dead-zone at the neutral position. Beyond those three, the vehicle was cleaned with only the expected dings/dents from prior careless drivers.

Rating:

5.0

Everything was great. We've used this location in the past and the experience has always been positive.

Rating:

5.0

The customer service agent Ike was fabulous. My truck rental was moved from another location and I was notified by text. Ike was so helpful he took the time to help me and make a human connection which is rare in the customer service world these days. That guy is pure gold keep him happy and working for you as long as you can. Sincerely,

Rating:

5.0

Very helpful on short notice. Staff was fantastic.

Rating:

5.0

Ramon very helpful and Ike reveived the truck was also helpful.

Rating:

5.0

Cargo van had not been swept out from landscaping dirt.

Rating:

3.0

Truck had no air conditioning on two of the hottest days we have had. There was tons of dirt in the back and my extra equipment I rented wasnt in the truck.

Rating:

4.0

The wait was longer than Port Clinton oh that i did in march this year You had to go inside and wait in line this time Port Clinton I never saw the guy He gave me the trucks number. I got in and took a pic of odometer and sent to rep. And away I went Came back with same amount of gas took a pick of odometer again and away I went So easy !

Rating:

5.0

Everything worked out perfectly

Rating:

5.0

They are very friendly and get the job done.

Rating:

4.0

This location has no Wi-Fi and cell connection doesnt work. Makes it difficult to upload license and whatnot. They need to put some Wi-Fi in there.

Rating:

4.0

My only complaint is that on the web site I was able to reserve a furniture dolly but upon picking up my vehicle one was not available.

Rating:

5.0

Service was excellent.

Rating:

5.0

Thank you for everything

Rating:

5.0

No people. Drop box only. Easy to find and access.

Rating:

1.0

I went to the U-Haul for my scheduled pick-up at 10am. I checked in on the app but I had to go inside to the desk to get the key. I had to wait while the associate helped another customer who was having issues with their credit card. When I asked if I could just grab the key and showed the associate the app screen as indicated, he was unable to find the key to the van. It had not been checked in that morning (the store opened at 10am). After waiting for some time, I was told the key was locked in the van and he couldn't get it. Instead of just assigning me a new van , he called to complain to U-Haul, which did nothing but waste more time as the agent told him to just assign a new van. Once, I got the van, I couldn't take pictures in the app like usual. The van had damage that was not marked and I didn't want to leave until it was documented. I called U-Haul and talked to an agent who told me to take pictures and send them through e-mail. I couldn't get my e-mail to send because of a weak signal and the location didn't have wifi. I went inside to talk to the associate again. He told me not to worry as he had already checked the van in and the damage was recorded. This left me concerned that I would be held responsible. The whole thing took just over an hour to complete the pick-up, which should have only taken 15 minutes via the app and the usual process. This is not the first time I've had issues at this location. I will not go back again.

Rating:

1.0

The app for picking up after hours is absolutely terrible. I tried to pick up the truck at 7:30pm using the app to obtain the code to unlock the key box. The app hung up at insurance page. I logged out and tried again and got to the selfie page. When I clicked on the take a photo icon my camera came up, I turned on selfie mode and took a photo, nothing happened. I tried several times and nothing happened. Decided to call for assistance. It was a 30 minute wait so I selected the callback option. While waiting, I continued to try to use the app, but this time I went through the website. Same result at the selfie screen. Went back to the app. This time when I got to the selfie screen my camera came up with a red circle. That was different from before. This time it wouldn't let me change to selfie mode so I had to use the sun visor mirror to take the picture, very awkward. The photo and scan of my license worked, and the app went to "wait while we verify" screen. After several minutes the screen returned to the app login screen. I tried to get back to the "pick up my truck" but it would not let me. I checked my text messages and email including the spam folder to see if I was sent the code to retrieve the keys. I did not receive a code so I went home. On the way home I received a text from Discover Card that my card had been charged $54. I called customer service to cancel the reservation and reschedule a truck for the next morning when there would be humans that could process the pick up. I was told that the truck had been dispatched. After a bit we were able to get the reservation for the next morning. For some reason the morning reservation was charging me $39.90 not the $19.95 for the rental. I picked up the truck anyway figuring I could straighten that out later. I returned the truck in the afternoon and called customer service. The gentleman I worked with was very helpful and we were finally able to straighten out the charges. By the way, I finally got a call back two hours later. For you reference my phone is Google Pixel 7a on the AT&T system.

Rating:

3.0

They generally have a good selection, but the pickup process always seems to take forever. Anytime I’ve tried mobile pickup they send you inside and they end up asking for all of the same info you just put in the app.

Rating:

5.0

Availability of furniture dolly/cart. When I ordered online I reserved a truck and a furniture dolly. Found out there was no furniture dolly when we got to the shop, which made things harder.

Rating:

2.0

Person before us did not fill tank all the way. Tire pressure light and warning was on the whole time and couldn’t see the mileage

Rating:

3.0

Air conditioning didn't work, back end wasn't completely cleaned. Never got receipt for uhaul.

Rating:

1.0

Customer service was not good at all

Rating:

5.0

The check engine light was on when I first got in the vehicle. I was told it was because an oil change was performed on the vehicle and it will be ok. It was okay but in my opinion the added stress of that light being on was annoying.

Rating:

5.0

Get a working printer...printer was broken when we made the reservation, working when we picked up the cargo van and broken when we returned the vehicle. : ) Other than that, service was great...very friendly.

Rating:

4.0

Make sure cab of truck is clean. Should not have to clean floorboard of plant dirt and trash from underseat to start out, especially since the initial part of your journey is the most hectic and stressed.

Rating:

3.0

The TPS system was giving failure message. The back up camera is not working