I can’t think of anything that could have been improved. Everyone at Portola Valley Hardware is extremely service oriented. They go above and beyond. The service I received today was exceptional!
Angelo A
Customer Reviews for Portola Valley 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.
The van had grease on the floor and ruined an upholstered chair. After going back and forth with Uhaul's insurance company, I received 1/2 of what it would cost to replace the chair with the exact same one. So not only am I out of a chair due to their negligence, I can't even replace what they ruined.
Kelsey SGreat team at Portola Valley Hardware. Knowledgeable and efficient in getting my rental. Drop off was a breeze. Thanks PV Uhaul!
Tobias FThe people at Portola Valley Hardware were friendly and very helpful in getting the trailer attached and tested on my car.
Ben WGreat location
Matthew KEasy and quick pick-up and drop off. Great service!
Aurelio EUnfortunately I bumped into a car next to me when parking the truck at this location because the parking spaces were too small. This resulted in a small dent. Luckily I had purchased the insurance but was unaware of the $150 deductible. You need to clearly state the deductible prominently next to the insurance price on your website. So in this case the insurance only save me $16, which was less than insurance itself.
Dennett AJust duplicate in other locations the excellent customer service of Portola Hardware.
Hamid BThe software to sign up did not work well. I was locked out trying to sign up. I needed to call customer support three times to complete getting an account. That said, customer support was excellent.
Timothy BSuch a safe location. Nice team.
Jamie Pclean inside
Miles CI requested a dolley, a hand truck and furniture pads. I was charged for these items but they were not provided in the truck
Eric WHaving the Haul vehicles available at my local hardware store is the best! So convenient!
Howard PIt cost more than advertised.
Andy HSo convenient to pick up the van right in Portola Valley. Great value. Exactly what I needed. Great service by the folks at Robert's Hardware.
Sean BI love having this small U-Haul outlet in our neighborhood. It saves so much time and miles!
Curtis TExcellent service: straightforward, courteous, efficient. The best uhaul thus far.
Fernando BI originally made an online order ahead of time, I received an email confirmation for portal valley. However day of, I was told to pick up the truck from East Palo Alto. I called Portola valley hardware, and they stated that they did not have a reservation for the truck. They did state that they had the same sized truck that was not currently reserved. Therefore i canceled my original reservation and just went Portola valley to pick up and make a new reservation. Why did this happen? It was a bit tedious to have to go through a whole new reservation. Thankfully there's was still a truck available at Portola Valley. The manager at the hardware store was very helpful.
Constance dThe location was great but I returned the van after hours and I don’t understand why I was charged the amount I was charged.
Lauren VThe people at the facility were excellent and helpful when I returned the truck. I have not rented a U Haul in several years. Some of your procedures I was unaware of, but they guided me through the process.
Jon RThe experience was just wonderful, helpful and courteous people there - also personable and trying to make it as anxiety free as possible. We brought the U-Haul back 5 min before the closure and they were still happy to complete all the tasks with us on a Saturday night. Fast and knowledgeable - overall, it was a pleasure
Stefan UPV hardware is a great location and they offer great service. I have no complaints at all about anything.
Diane GApp is terrible. Don't keep trying to sell me something else when I want to check out. App would not work for return. Would not recognize mileage after taking picture multiple times. Had to use staff in store to return who was great.
Mike HThis was so incredibly convenient and such a great asset to our community. The folks at Portola Valley Hardware were so helpful and made it very easy to rent the truck and return it. I would highly recommend their location to anyone wanting to rent a truck. thanks
Diane GSure was a bit remote, but at least felt very safe!
Wendy JOnline pickup and return was completely dis functional
Gerald MThe team here was incredibly knowledgeable and helps us set up the trailer we rented. Would highly recommend renting from this location.
Emma FThe trailer had much more sScratches and bumps they did not show up on the photos. But overall I was super satisfied with renting the trailer in the pick up and return was going so smooth
TINNA DOn 1/16/2021 I rented an auto transport trailer from Portola Valley Hardware. The store manager informed me that I should return the trailer to Redwood City so I simply follow his instructions. I returned the trailer as intended and yet I was informed by your company that there were additional charges. I am extremely unhappy with the way the situation was handled. I am hopeful that someone from corporate will contact me.
OMAR LGreat location and great service.
Hamid BToo bad there was so much to do at rental time. I could have easily photographed my license and filled in other info in advance, but NO. Please fix this.
Michael BThe truck’s back door would not close so I was asked if I would mind driving to Redwood City to have it repaired. I did not mind. The spring coil was loosened up a bit and the problem resolved. The guys at Redwood City U-Haul were great and offered to clean the cab. The truck performed perfectly from CA to Boise ID. Thank you!! I transported an older family member and was grateful to not break down along the way. All the best, Cher~ www.CherRowland.com
CHERYL RLiked the service even if I had to drive an extra hour for my tow trailer. Thank you
FILI CThey locked my family in a cage and went home. Literally. I spent an hour to get someone on the phone and get out of the cage. They treat their customers like... very poorly. Unbelievable they’re allowed to even contact people.
victor pThe people working at the Hardware store were trying their best to get us set up and out the door as quick as possible, but it was clear that they did not have the training needed with the UHaul software system to either make the process efficient or enter the correct information. I was later called by UHaul to ask if I wanted to cancel my reservation. Somehow my picking up the vehicle was not registered into the system. I was also charged for insurance that I did not elect to pay for.
Gary GIt took almost 90 mins to check out the truck. They were new to UHaul and there was little wifi to do the online stuff my phone needed to do to complete the setup. Plus their wifi didn't work.Then they only had 12 blankets when I reserved 24, so I had to go to a second location to get more blankets. Nice people, but still working out the kinks.
Larry NThis is my second experience with Truck Share. I think the concept is great, and I really appreciate the convenient truck storage location. But the phone app needs work. It is cumbersome, awkward, , redundant and really annoying - when it works, which was not the case yesterday morning. I had to wait 30 minutes on hold for help from customer service, then get to my Truck Share account through a back door (not the app) to pick up my vehicle.
David RThe pick-up process was a little cumbersome, including waking up my wife to verify my identity. What would have happened if she didn't answer the phone - would I have been prevented from picking up my reserved rental? I hope that for subsequent rentals at this location I will be in the U-Haul database and that will make this simpler.
David R