Hahn Ace Hardware & Rental

This is Perry Hahn, and I feel obligated to respond to a posting that was made. I am here to defend the reputation of my wife and myself, and the integrity that we have in operating a business. We operate our business under a mission statement that says "Our mission is to provide quality products and services at fair prices, with outstanding knowledgable customer service that exceeds the expectations of our valued customers". We have mystery shoppers in our business giving us feedback, along with customer surveys, and we consistently are rating in the 90% plus in the overall customer experience. That is a reflection on how I run my business and expect the customer to be treated. Our business has been recognized with many awards for the overall involvement and quality of service that we provide our community. We were the "Member of the Year" for the Hartford Chamber of Commerce, and recognized as a winner of the "Best Hardware Store" in the Midwest region. I am personally very involved in the community, serving 8 years on the Chamber of Commerce Board, 2 years of that as President. I've served as the Chairman of the Hartford Hospital Board, and then the Aurora Medical Metro Region. I've served many years on the Administrative council at my church, along with being chairman for several years. I personally raise thousands of dollars every year for the Hartford High School Booster club. As an employer we match all funds raised by our employees every holiday season, and give it to a charitable organization in our community. As an employer, we are proud to say that we have numerous employees that have over 20 years with our organization. We also proudly try to provide opportunities by employing people with special needs. I'm sorry that this response was long, but we have worked very hard over all of the years to build a company and reputation that we can be very proud of. 5/21/18 I have just read a review of our business made by Ashley L., and feel obligated to respond. Ashley posted that we were rude, unhelpful and expensive. I take exception to this as I personally had the interaction with Ashley today, about some hanging baskets that she purchased from our greenhouse that she felt were not performing or healthy. I tried to explain to Ashley that the baskets she purchased are the largest and most expensive baskets that we sell, and they will need to be maintained on a daily basis if you expect them to look healthy and perform. Over the 39 years that I have been selling plants, usually once a year we get a customer that comes to us with this concern. We take the time to explain the needs and care of these plants, since they are so plush and deluxe. We have had customers come back to thank us for the full explanation of what care the plant will need. I don't believe that I was rude to you, as witnessed by two of our employees that observed the interaction, and the full security video that I have of the encounter. While I was trying to help explain that the plants needed a lot more water than they were getting, and you said they were watered, but couldn't tell me how much, you asked me "so your going to give me my money back", and I said no, we need to talk about the care of the plants, as the plants had absolutely no moisture in the pot. You said in your review that we were rude, but you turned around and walked out while I was trying to help explain the needs of these plants. We even have our computer print onto the receipts of these large baskets that they will need daily watering of at least 1/2 gallon of water. I was never able to get to that point, as you walked away from me before I could really help you. If you wish, I would be more than happy if you called me, and I could finish helping you with the care of these plants.
5 8 years ago (21-05-2018)

I love this store. The people are always friendly and helpful. The selection is great, and they even do lawn care maintenance. All this with very reasonable prices. 💜😇👍
5 8 years ago (01-06-2018)

Don't even deserve one star. Extremely rude unhelpful staff. Very expensive. Don't waste your money or time.
1 8 years ago (21-05-2018)

Mr. Hahn is right on target. I have never experienced anything negative at the Hartford store. In fact, the level of service is way beyond the typical. Compared to the average home improvement store, this place is like going to the spa.
5 9 years ago (07-02-2018)

Prices may be a bit high as others have stated but you always get immediate help when you walk in the door, you can't say that about Walmart. The people working know their stuff and are super helpful. It's a great store.
5 9 years ago (24-12-2017)