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Diane 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.
Very responsive and helpful and great service!!
Thomas MBecause it is an Ace Hardware, the service desk tends to be occupied with customers other than U-haul. During the COVID nonsense, they had had one of the cashier/ computers set up for u-haul only. Back then, picking up a trailer was a 1/4 the time it is now. I will always choose Ace over anybody else in town, because the rest of the locations don't know what they are doing.
Eric SRight taillight was out.
joseph kNo complaints 🙂
WENDY DI got charged way over for gas I could of went and put 5.00 in and been at a half I got charged 15.00 that was crazy!!
Jamie WONLY issue experienced was a tire that lost air overnight. I let them know,upon return, so it can be addressed. So glad equipment is good quality & available!
Brian Gwell if someone has a reservation that has been book for almost 2 weeks then they should verity that the truck is available. got downgraded to a 15ft from a 26ft. double miles and double work. then no info at all. got mad cause I didn't know the mileage. like I turn in a uhaul truck every week or something.
Billy BWhen returning vehicle. I parked and closed rental on app. Then went in to return the key. They didn’t do anything but take key
Eric MGreat service, nice people.
KOLLEEN RNothing, everything was great
Roger HHaving separate, clear signage for where exactly to drive to to drop off the equipment would be really helpful, it took a minute in the dark, driving around, to see how to get out back behind the building. Would also be helpful to have street lamps of some kind illuminating the drop off area. Had to use a flashlight to take drop off pictures. These are both little things, however. the whole process in dropping off was really simple.
Andrew TI have rented uhauls from other cities and they had a trailer stand to rest the trailer on so I didn’t have to help lift the trailer up. Which was very hard for me to do. I would recommend that this place get one.
Michael BGreat customer service.
TROY JStaff members are great to work with!!
John LComputer system- program there's always a problem no mater where I rent it from
GAYE JRent trucks that have lift gates like Penske has.
LEE WThe staff at Ace Hardware in Burley were incredibly helpful and friendly. They did everything they could to accommodate us and apologized for the incredibly complicated situation the Addison location in Twin Falls put us in. Who, despite having our reservation a month in advance, at the last minute wanted us to drive from Twin Falls to Mtn Home to pick up the truck, then to Burley to pick up the trailer. This delayed our actual moving time by a whole day. When asked if they could help us by bringing one or the other to Twin, staff stated, "We can't afford to pay staff to go get equipment." Really? Uhaul can't afford to pay their staff to do their jobs?
Kenneth BThe store was just fine the issue that I have is . I reserved my equipment to be pick up at a location close to me the u-called and told me that I would have too drive 80 miles out of my way. U-haul should handle this better
Jeff Mone headlight was out and stuff got wet in the back of the truck.
Judy WGrease the wheels on the appliance dolly
Ray GIt good
VADIN DVery helpful, quick and convenient. The staff was able to get me checked in and out when I was in a bit of a time crunch and that is exactly what I was hoping for. Definitely 5 star***** hospitality and service.
Kevan KWas charged $40.80 for fuel when I filled up the gas back to the mark of where it was when I left the lot with it.
Josh GI would never refer another person to your company whatsoever. 12 dollar fuel charge after I brought it back on your specifications along with my pictures. I should take you ass to court for defamation. Not to mention the truck in question needs a serious tune up, engine idles rough and the suspension is loose as hell. Not like this is going to help. Major corperations these days are shit
Benjamin WNot a thing
ROXANNA MI was charge for the dolly that was not given to me during pick-up. Came back the next day to informed the associates, the lady called someone to let them know what happened. And after a couple of minutes on the phone/she was looking at my receipt, she said that I should receive a refund for the dolly that was not oil the truck during pick up. Up to this minute, Im still waiting for my refund.. I don't see it happening. Poor service.. Associates are still on training. Waiting for my refund please.
Rosa JThe customer service should could use improving. The man helping me seemed to not have any idea of my reservation - unsure of the size of truck I reserved and then failed to give me a dolly I had also reserved. Fortunately it all worked out and I received the right keys to the right truck. Which was operational and worked out well for my move. I had to go to a different location to get the auto transport trailer which was annoying but U-Haul headquarters were helpful in keeping me updated and communicating.
Kate YThe associate I believe his name was Rick was outstanding getting the trailer checked out and returned. Thank you Rick for all your work. Outstanding.
Scott RWrong equipment was given. We were required to take extra time to fix the problem they created resulting in loss of help loading. They didn't seem to know what they were doing.
Lynn MOvercharged me.
KC BAll is good. Great employees at this location.
Bruce Linstall a lift jack to make it easier to hitch up to ball hitch vs using your back
JOSE RThe Uhaul return in Burley was awesome. FRIENDLY and helpful as anyone could EVER be. Thanks !
SHIRLEY EIt's the very back of a strip mall area, there is nothing about it that is clean and inviting.
DOUGLAS SI wish picking up the trailer was as easy as dropping it off. There are no keys on the trailer. I have rented many times. Why do I need to walk into the store to scan my driver's liscense for the fourth or fifth time in one year. I wish I can reserve the trailer on the app, Take a picture before taking off, hit check out, receive my information, contract and insurance information electronically and go. I have a CDL, I know how to hook up a trailer. Why do I need to walk in and wait 30 minutes for a guy who does not do this everyday figure out how to check me out.
Eric SKnowing what to do and giving customers privacy by not taking the driver’s license away from customer.
marlene tTrying to use a gift card for the rental, it took 7 employees and over an hour to figure out how to process the transaction. In the end my card ended up being used for the entire amount of the rental, still have not received my refund.
JACOB PWe reserved a 26' truck for two days. That truck was in for repair which we were not told until late the day before we were to pick it up. We ended up with a 10' truck which meant we had to make more trips. We picked up the truck on Friday at 1:23 and returned it on Saturday at 1:50. We were still charged for 2 days. I am not happy with U-Haul!
Vickie HDrop off went smoothly.
John AI was supposed to pick up the truck in a whole different city it was very annoying to have to drive 45 miles to pick up the truck !!
Shirlene EAce a subcontractor (franchisee?) in our small town or u-haul as the provider (franchisor?) Failed to properly train store employees on use of computer systems and customer service. First, our computer reservation did not make it to the store before pickup time. Second, store employees focused on finding the missing reservation rather than focusing on filling out needs with available stock. It took almost 45 minutes to for them to resolve our needs. Then it took another 30-40 minutes attempting to adjust the corporate generated additional charges for blankets and a two wheeler we did not want. We wound up accepting the charge to get out of there. Third, on return within the 24 hour period our charges included a charge for a second day. It took another 40 minutes or more and for telephone calls to u-haul to have the second day charge removed. Whew. Now the employees were valiant, courteous, and worked hard to resolve all the issues, but ... either u-haul did not train well, or control too much with off-premise managers ... The entire experience was frustrating to us as customers. Really frustrated. We've been u-haul customers infrequently for years and have enjoyed excellent and prompt service from four different cities over the years. We'll remain customers but ... truly hoping for serious improvement. For our next rent, we'll confirm arrival of reservation, preview prices, and expect on premise adjustments as needed... on a timely basis.
Susan aEverything went very well no improvements needed
Doug HVery poor service. Employees had little to no knowledge of the Uhaul product. I picked up a 26ft truck and transport trailer. Took more than 2 hrs. They had no clue how to hookup the trailer properly and the truck had not been cleaned at all (soda spill in cab). Had to clean windshield just to see to hook up the trailer. Had to show and tell employee where all the chains hooked up and how to secure the tires. The pickup location was 80 miles away from my original reservation which they informed me 12 hrs before my pickup time. That added an additional three hrs to my driving time.
Douglas B