Spent too much time at checkout scanning drivers license..' Active duty military and licensed in another state kept causing issues. Employees unfamiliar with computer system. I was told online pricing was the same as in person location when I called the store to verify. When I arrived it which was much higher and manager wouldn't honor. This wasn't a quick and easy process to rent a pickup truck and trailer at this location.
SILVIA O
Customer Reviews for Peninsula Ace Hardware
(U-Haul Neighborhood Dealer)
Testimonials From Recent Customers
Les commentaires de nos clients sont extrêmement importants pour nous. Nous en tenons compte pour guider nos efforts et améliorer notre service. Tout ce qui suit vient directement de la part de nos clients, sans filtre ni modification.
Les commentaires sans texte sont cachés. Afficher affichés. Ne pas les afficher
Rental vehicle was filthy. Previous users had smoked in it, ashes everywhere.
Mark SEvan was excellent!
NATHAN KYou guys double charged me, I check out at 5pm and was told I had 24hrs . You guys closed at 7 so we came back the next day when you opened and then you double charged me even though it was within 24hrs
ISAAC NGreat customer service!
ANDREWSTANFORD FInvoice is a little confusing- trying to compare estimated fee to the actual charge once milage was calculated. Otherwise a great experience and we will be back!
EDWIN DDiscounts for locals
SHANNON RThe customer service was awful, i ordered the uhaul online , the whole thing , I was thinking that I won’t communicate with anyone because online it never said that I’m going to get the keys from someone , it said that I can order the uhaul online and won’t need to see anyone , long story short I went inside asking where the uhaul located ( because I thought there’s some kind of box to get my keys from ) , I got the nastiest attitude from the manager and the lady behind the counter told me if you don’t calm down we would refuse your service , I was like what are talking about , online it never say I have to get the keys from you guys , ALL YOU HAVE TO DO IS TO EXPLAIN TO ME THAT ITS A MISUNDERSTANDING AND THAT I HAVE TO GET THE KEYS FROM YOU , instead they’re just threatening me that they may refuse my business, terrible customer service and never going back there
Haisam ACustomer service did not see my request for move in equipment (dolly, blankets, etc.) When I went to pick up the keys. I assumed they were already in the truck. Did not have what I needed for the move. When I told the location at drop off, they did not reimburse me for the equipment like they said they would.
Scott MAfter renting about 20 trucks from UHaul over the past several decades, I’m still amazed how long the pick up process takes even with online booking.
DANIEL RThe staff at Peninsula Ace Hardware are wonderful to work with! I always rent there!
ROBIN JThe back of the truck was reasonably clean but the cab had left behind paperwork from at least 3 other people and an empty bottle behind the driver's seat! Maybe just have a glance at the cab. The cup holder in the cab is broken. Not a deal breaker, but might have been nice to have.
PHILIP AEasy pick up, friendly and helpful staff.
PHILLIP KSteve was courteous and very helpful.
ROBERT Hthe drop-off was a completely different experience with excellent customer support and service at Ace Peninsula Hardware in Williamsburg, he actually asked if he could back the trailer in for us since he was experienced in doing that and then took the pads off our hands, wished us a great day and bingo, done. This will be the last U-haul rental for a long time and will not be using the Durham U-haul on durham-chapel hill blvd, nor will i recommend it to friends who are moving into and out of the area.
Oscar GHelpful and efficient
Nicholas SI arranged to pick up the van at 6:30 PM on a Friday. I arrived at 8:25 PM given I was going to use the app to gain access to the van as I had done one time in the past. When I went to the app to 'pick up the van', I was prompted to call a number. Upon calling, I was told by the uhaul representative that the key was not in the van and that I would have to pick up the van up the following morning when the ACE hardware was open. This threw off my plan the following day with respect to why I had rented the van. Upon arrival the next day, no one was at the 'helpful hub' when I arrived at 8:00 am. When someone did arrive, the associate didn't bother to ask which customer was there first and started helping someone who arrived after me; however, was standing closest to the register. This associate then called for back up from the front register several times before someone showed it. It took this second associate 3-4 minutes to get the second terminal powered on. At some point, she told me that there wasn't a dolly available. I told her that I didn't need a dolly and had not request one in the first place. I at some point had explained my frustration given the key was not in the van the previous evening and she said that has been happening quite often recently. I specifically ordered the van for when I did so that I could get on the road early to avoid traffic and unsafe drivers. I was frustrated to have my plans dictated by Ace employees that neglect to manage the uhaul rentals appropriately.
SHAUN RFriendly and helpful check out
WALTER HVery prompt service at check-in. Easy to return the cargo van.
Wilson DThe particular trailer I used is in great need of maintenance. The ramp latch broke on one side while going down the road, the fender cover that flips down is not assembled correctly and difficult to use, and the jack screw functions, but doesn't do it smoothly - something inside is not working correctly.
JASON HAce the helpful hdwe place.
STEPHEN PShe took the equipment in and I was out of there in less than 10 minutes
JAMES BExcellent location, quick service, very helpful and personable.
RICHARD SFriendly and professional.
LIVIA MThe customer service was fantastic. Great team that met all of my needs.
ROBERT EWhere I rented the truck the people were great. They were helpful made sure everything was fine. Made sure the truck was perfect and clean and I would highly recommend them.
DAVID OSo grateful for UHAUL! Drove from Williamsburg, VA to Charleston, SC during Hurricane Helene and my UHAUL truck preform outstanding! The biggest truck I have ever driven and it handled with complete ease! Easy to manage and smooth handling throughout the trenchant rain and wind! Outstanding service and customer service with UHAUL! Thank you for the wonderful hospitality we were met with also when I reached out to you about the situation with the storm. Much appreciated!
DONNA CHave people at the desk. Had to wait 3o minutes before I could finally leave and I was in a hurry, and there was only one person in line! Also the truck reeked of sweat and the steering wheel was grimy.
THOMAS RNothing, great process
GINA MRequested a dolly and they told me they didn't have anymore when we got there. We had many family members at home ready to help and could have brought a dolly from home (30+ minutes away) but instead, we thought we were getting a dolly. We had to spend $84 dollars on a dolly that was actually not a POS. We are very upset and will not be getting a U-Haul from this location in the future.
Brian BThe only thing is when I went to turn the van in, they told me they would call me if any issues as they didn't have time to check it now I would have preferred to be there when they check mileage and gas and release me from any responsibility in case there was any issues. It ended up working out fine, however I would have preferred to have that done in my presence. I did walk away and trusted all would be fine, but realized when I got home, that was not the best decision-I should have insisted on waiting til he was free and insisted on that-rather than take the chance I did. I realize everyone is short staffed, but past customers deserve the same treatment as new customers.
LISA AMy experience was eexcellent
WILSON Bwe paid for a Dolly and there wasn't one in the truck then they went ahead and charged us for it like if it was stolen when there was no dolly in the truck To begin with. They just handed me the keys. They never checked the vehicle themselves. It was very poorly organized.
SHANE HGreat experience! Equipment ready as promised, in great condition. Cheerful and helpful staff!
MELODY ARoger and Diane are absolutely wonderful.
ANTHONY TThe staff at the Ace Peninsula Hardware location were great! Really helpful and courteous!
ROBIN JRoger was fantastic. Hooked up the trailer and I was on my way in no time.
JOSHUA LI always rent locally from ACE. Their staff is helpful and very customer friendly.. Great folks. U-haul note. You need to update your computer system its slower than an old Commodore 64. You should be a shamed to have that represent your company!
BRIAN MNothing. Great service and friendly people.
CHRISTOPHER RI originally reserved with Ace Hardware in Hampton. They messed up my reservation and provided someone else my truck. Going to Williamsburg added extra last minute stress and time to my moving day! Williamsburg had my vehicle and it was filled. No issue. Thank you
RHONDA LEmployees rarely at Uhaul counter. Extremely rude manager. Obviously inexperienced staff.
JONATHAN DKeep up the Great Work
SOLOMON MGreat experience!
Marlon SThe associate helping me went out of her way to help me update my rental.
WIlliam SGreat experience checking vehicle out at Ace Hardware. Cashier was ver knowledgeable and had a great attitude that enhanced my overall feeling of satisfaction. Customer service was great!
ROBERT AI believe the cost per mileage was a little high.
TAMI DMy only complaint is that the price was high. I spent nearly $250 (not including gas) to rent a van for a day. I will look for a better deal in the future.
Nicholas LGood efficient service. Bear in mind that they are NOT a U-Haul service center, only a vendor as part of another business, so you'll have to wait your turn. I'd use them again.
TERENCE OThey were very courteous took good care of us got the truck to us. It was clean and drove good thank you
DONALD SI reserved a truck for a Sunday. The online reservation system allowed me to make the reservation for 7 a.m. This particular location does not open until 9 a.m. on Sundays. I don't hold it against this location at all, but it seems there should be a way to gray out times prior to a the opening of the location I am actually picking up from.
PAUL B