Great customer service at the Ace on Monticello Avenue in Williamsburg! This was our second experience with them on the U-Haul front, and we were not disappointed either time!
Jeffrey C
Customer Reviews for Peninsula 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.
Expert staff promptly hooked me up and ensure all lights were working.
Robert HThe people at Ace were very helpful and the rate for rental was good value.
Cherri SStaff provided excellent service for both check in, pick up and return. Trailer pulled like it wasn't even hooked up.
Gary SGreat location and customer service to thanks everyone!!
JEFF SThe location was great and the people there were very friendly and helpful. However, the non-truck items that I reserved - an appliance dolly and furniture pads - were not at the location. I was told that these are not inventoried items so there’s no way for them to keep track of where they are and if they are available. U-haul needs to do a better job. Finding out that you don’t have the items needed for a DIY move defeats the purpose DIYing it.
JENNIFER HAce hardware was closed. Had to just drop trailer off
murray tThey do a great service at this location
stanley kNothing at this location very friendly and easy to work with….
Matthew MQuestion 2 is to general, the vehicle was well maintained, the inside cab was not. It was dirty. That has been my experience with several U-Haul rentals from multiple locations.
John TMake sure when they give you a reservation when you go to pick up and truck us there you’re able to get it. No one had a code and several people told me U-Haul will give you code when get there and these are employees from U-Haul. I had already driven over hour with people to make my move. No code no truck after 45 minutes on phone told me I could go an hour out if my way to get another. I had no choice but my helpers weren’t happy. That was an hour so two hours all together to get another truck. Matt Chapman yelled and screamed at me and hung up on me when all I wanted to do was discuss my unhappiness. He should be fired. He said closing your accent not to call back. In mean time I was waiting for a call back Thursday or Friday from Suzanne or Savannah but not one ever called back. I was given a number Friday to reach Suzanne left voicemail no return back. Matt said some horrible things. Said I destroyed the lock box which made from metal. I did not nor did gentlemen that were there. He slapped with hand which probably hurt his hand I am so disappointed with U-Haul. I will contact headquarters after this.
JENNIFER PThis was a pleasant experience. Everything went smoothly, the truck was fine, and I had no complaints.
Janice BThe associates at Ace Hardware were very knowledgeable, helpful and courteous. They matched me perfectly with the appropriate sized vehicle that suited my needs. The whole rental process was quick and easy.
Kevin WGuys at ace hardware were great
William GChecking the truck back in was difficult. Returned early and the employee straight up said they were busy with other stuff and they would send an email with final bill. Still have not received that email.
Diana WNo suggestions for improvement. Great daily rate on P/U trucks. I’ll definitely return to U-Haul the next time I need a pickup. Smarter move than buying a pickup as a daily driver and infrequently using the truck’s bed.
Tim BGreat service too!
HARRIS BEquipment needed maintenance, and the employee working there didn’t seem to know nor care that it did. The old style coupler had so much rust / was done dry (no lubricant at all) that it would only clamp down a certain amount. It was very loose, but she just said that’s as far as it tightens down. It rattled around on my 2” hitch ball all the way home. When I got home, I sprayed penetrating oil on it, and then was able to get it to tighten down several more full turns. Although still not completely tight, it was a drastic improvement over the way it was before. The plate holding the wires to the trailer tongue was completely broken off - all 4 pop rivets - and looked like it had been that way for a while. That would be an easy fix with a drill and 4 new pop rivets. But it looks like it’s gone unfixed for quite some time, as the metal under where the plate goes is weathered. Overall - it got the job done, but would have been a much more enjoyable experience had U-Haul done some minor maintenance to the equipment.
Glenn DI called to let them know I’d be late, was put on hold for 10 minutes. Hung up and called back, lady said being late wouldn’t be an issue. When I got there, the rep (different person) scolded me for being late, said reservation was only good for an hour later than reserved. I pointed out that while I was late, I had called and I was only 59 minutes late. I made reservation to drop in Moneta. When I looked in the app, it told me I needed to return to Rocky Mount, VA - 30 miles out of my way. I then went by the original drop off location and the people there were very helpful.
Michael CI parked the truck out in front of the store and then turned the key in to one of the employees. I got a call from them 4 days later asking why I hadn’t turned the truck in. I used the app to complete the transaction but there is no record of it.
David CAll very professional
DOUGLASJAY Fefficient check in/check out. equipment in great condition. the right product was available. thanks
Douglas CThank you things went smooth.
JOHN WI ordered 24 furniture pads; the location only had 18 furniture pads available
Paul AExcellent customer service and an easy turn in process at Ace.
Lawrence SExcellent equipment and customer service. I’ve used this location in the past and will keep using.
Kevin KNo need to improve, fantastic crew works a this location.
Mark MEverything went well from pickup to drop off. The trailer was clean, perfectly maintained and traveled well.
Richard FCustomer service was fast, efficient and friendly! No improvements needed.
Jeffrey WSuper easy drop off. Get your gas somewhere away from that area of town because it is incredibly more expensive than other parts of Williamsburg that are just a 1/4 to 1/2 mile away.
Oscar GAlways great service at this location.
Ivan FThe lady who assisted me was amazing. Her energetic personality gave me a boost of energy early morning. Staff like her will always keep the customers coming back. The lady was an older petite lady which short close hair cut that was grayish white.
Lakia OThanks
STEVEN VEverything went well. Fast, Prompt, and Courteous Service. Will rent again
Jim Scab inside was pretty dirty.
edwin rNo improvements, met all expectations with excellent vehicle, smooth check on and quick return.
Robert HDerek was awesome.
Carter MTurns out that they don’t do mobile check in, so you still have to go inside to get the keys. I wasted time trying to do the mobile check in when I could have been on my way. I don’t mind going inside to check in, but just tell me I can’t do the mobile check in upfront, so I don’t waste my time.
Loren BThis is the second time upon receipt of equipment there have been UHaul blankets in it that were left from a previous rental. Some unscrupulous person might keep your blankets. Just saying.
Michael DSuper helpful and convenient
Oscar GEverything was great
Ziyaneddin AI had to sweep debris before I could use it, there were leaves, pins, straps, and paper still inside.
WIlliam SThe app would NOT let me pick up the vehicle. The button simply would NOT do anything. I would not offer the app as a means of pick up if it doesn't work.
Cody EGood service, good price. U-Haul should start a rewards program for users.
DERECK KHad no issues so have no comments.
Jerry PStaff is great! They made the process quick and easy. I would not change anything.
Quentin LReported truck mechanical issues to UHAUL personnel. Didn't really seem to resonate that the truck was unsafe to drive. Had the truck less than 24 hours - stalled twice, engine missing. Unsafe to drive.
Timothy BTruck was not cleaned when I took rental. I returned truck in same condition as I received but was charged 25.00 cleaning fee. I expect this to be refunded.
Philip SI have rented from this location numerous times. The lady who checked me out was very friendly and helpful. However, the gentleman who actually took me to the truck informed me (evidently a recent decision) that I could not park/leave my car at Ace while I was renting the truck and trailer. I have done this numerous times at this Ace and at a variety of other Williamsburg and Richmond locations. How am I supposed to rent a truck and not be able to leave my car...I did not have a backup driver. I had to drive my car back home (45 minutes away) and then get a Lyft back to Ace ($50) to get the truck and trailer. THEN, they do not supply the jack that lifts and lowers the trailer off/on the truck. Evidently they expect you to come back to UHaul for that..How can you empty the truck with the trailer attached? I had to purchase a small hydraulic jack to do this.
Eugene WFrom $$142 to over $200 for 40 milles over the estimate is a lot,
fernando monly improvement would be to make it cheaper. thanks for a great experience.
GEORGE CI couldn’t get the app to work when picking up the truck to indicate existing damage, etc.
Brian KCheck in and check out took longer than expected. Truck cab interior was not clean. Check out fuel reading and actual were different.
MARK MManager checked me out quickly and was incredibly friendly.
Richard BExcellent staff serving renters.
Albert J