Customer Reviews for Basso Lounge
(U-Haul Neighborhood Dealer)

Rating:

1.0

We had quite possibly the worst customer experience ever with this drop-off. No one came to the door so we were told by the people who dropped off before us to do it on the app. We were partially through this process, which said we had to park the truck in the lot and we did (without issue), when a sloppy dressed man came out yelling at us “who told you to park there?! No one is allowed to park the trucks there other than me!” He was physically aggressive in our face and yelling. He had no u-haul clothing on so we didn’t even know if he was legitimately a u-haul employee. He demanded the keys and we were unable to complete our online return and I didn’t even know if he would process our return properly. He had his cigarette lighter in his hand and was awful towards us. If I had been alone, I would have been very uncomfortable and not felt safe. It was a terrible experience.

Rating:

2.0

I didn't think I was in the right place, as there was no signage and the location is/ was a resto-bar. There was a lot of clutter throughout the location but it operated fairly as a business using the front reception area for U-Haul customers. Parking and turnarounds here can be tricky.

Rating:

5.0

Poor guy was swamped but still efficient and chill!

Rating:

1.0

Trash location too many people for the one worker working there. Car had a ticket already from a previous renter. Worker missing for 30 min?

Rating:

5.0

Very accomodating, i guess we met samuel, he was very helpful throughout.

Rating:

4.0

Good instructions on how to open gate and park the truck and drop off keys. I have no issue with this location, they wanted the truck back and that's totally fair, I explained that the pick up location also wanted it back and this location was good about explaining that it has to be official in the app or get it in writing before you commit to his deal. Hopefully there is wiggle room in the 24h time limit since there is so much time spent getting the truck before actually driving it and then the drop off process in the app takes like 20min with all the photos. Maybe just highlight this: leave 20min of time for drop off process on app.

Rating:

2.0

Very disorganized. I waited 40 minutes to get my uhaul. They couldn’t process online checkins properly and they managed everything on a Google doc which is wildly inefficient. There was no line so it felt like they were skipping over people who were waiting for longer.

Rating:

1.0

Busy street parking with dozens of other UHauls parked on a busy city street downtown. Guy was as helpful as he could be considering the non-existent lot

Rating:

3.0

The location has limited dolly & trolly. If more bookings comes in, they run short of these things.

Rating:

3.0

I refilled the gas to where it was when I got the van but was still charged a fuel fee, as requested in the contract . Feels underhanded to me. Please ask a question first before charging your customers like that.

Rating:

5.0

staff was very helpful

Rating:

3.0

Neighbourhood is poor and not inviting for a night time drop. No interaction with personnel. Premises was fine.

Rating:

1.0

Over charged for extra milage which I never used and charged for a dolly, which was not given to me.

Rating:

5.0

Samuel was amazing he’s a great person to do business with very happy with him

Rating:

1.0

charge for nonsense

Rating:

5.0

All good

Rating:

1.0

I used the app in hopes of speeding up the process. When I arrived no one was at the location. He told me he would be there in 5 minutes, then ten minutes, then an additional ten minutes. I ended up waiting an additional 40 minutes to get the truck. Customer service with uhaul was helpful with issuing a partial credit to try and remedy the situation which was greatly appreciated. I would never use this location again though.

Rating:

2.0

We booked a dolly, but upon pickup, it was not available. We were still charged for one.

Rating:

2.0

Took over an hour to get the truck. I returned the truck cleaner than I got it and got charged for a clean up fee.

Rating:

5.0

Great customer service

Rating:

3.0

althouogh the location is downtown the store front is not welcoming and could be improved. The location is also in a "sketchy" part of Toronto.

Rating:

4.0

The return experience was awful, no place or instructions on how to drop, the app location won't work it took me 20 mins to drop. To many photos why can't it be a videom

Rating:

5.0

It was actually such a great, easy experience. Will recommend to people I know!

Rating:

3.0

I was charged an extra $55 for no reason, don't think I'll be using uhaul for a while if these practices are the norm

Rating:

5.0

Excellent service, great representatives, and very helpful and understanding staff. The pickup and drop-off were very convenient and easy.

Rating:

2.0

No one was present at pickup. Had to wait for over 40 minutes. Also reserved a dozen furniture pads but only got 7.

Rating:

1.0

Your representative insisted i must return the truck back to the pickup location instead of drop off just to double the kilometers and charge me more that's very bad way of doing business.

Rating:

5.0

Samuel provided a very high level of professionalism and exceeded expectations in his responsibilities. He went out of his way to try and hook up our hatch and when that didn’t work, he provided us with a different option.

Rating:

3.0

It took me about 30 minutes to get the vehicle after the scheduled pickup time due to the number of people in line

Rating:

1.0

There was only one attendant working who was also 30 mins late reply o giving me my keys. He also said to fill the gas up all the way, and when I tried to return my car was told it only needed to be filled 63%. I probably ended up spending $50 extra on gas that I didn't have to pay for. There were about 25 people waiting for their vehicles and no one was being attended to. I also returned the keys and used the app to return the vehicle 30 mins early by the return was not registered until just after the time limit. I have screenshots and receipts of when I returned the truck and how much I was charged for gas. I am really upset with this whole experience and will never use or recommend this service again

Rating:

5.0

It was my first time using U-haul, the rep is FANTASTIC. He helped me navigate the car, traffic, and suggested I get a lock if I was moving valueable items. came in handy

Rating:

3.0

This was not the initial location, and was switched at the last minute. This location barely had sufficient space to park, and it wasn’t clear where was acceptable to park.

Rating:

1.0

The customer service was very rude

Rating:

4.0

The person who was assisting was great and very sympathetic, but I booked a 20ft truck almost two months in advance of my move and I had the location of pick changed last minute, and still they only had a 15ft truck for me. This is really not acceptable. The stress of moving is bad enough, but then getting a truck that isn't big enough so now I have to do at least least 4-5 trips up and down the 401 from Toronto to Kitchener and back to finish the move, whereas if I had been given he bigger truck I booked well in advance, I could have done it all in one go. I had to book the elevator in my building weeks in advance to secure the time, and I have to pay for a security guard for three hours to be able to do another move, so I am stuck having to move the things that wouldn't fit on the smaller truck by myself.

Rating:

2.0

Please ensure that rental equipment is available prior to reservation and ensure proper paid equipment is added if modified location. This made my move more costly, put both my partner and I at risk without the Dollies, and the delay at the centre (40minutes) caused extra fines in the moving location due to delays.

Rating:

5.0

Excellent location. Truck was ready for me at 9am on a long weekend with all my rented equipment. Drove the truck to Atlanta without any issues. The drive was surprisingly comfortable.

Rating:

5.0

The locationn is super accommodating! Thank you guys for making it super simple.

Rating:

5.0

Great customer service at both locations!

Rating:

1.0

The return location is on a very busy street in Toronto. I had to park a 26' truck on the street and then load the moving blankets I had managed to get from a third U-haul location in the cab before using a night drop. A gentleman still at the facility was very nice however I was still charged a $25 cleaning fee for a completely empty truck bed that was in the exact condition I received it. Over the course of four days, I spent 3 hours on hold, was told by one location in Kingston that there was "nothing they could do, and nothing was available" even though I eventually secured a larger truck in Kingston. I have used U-Haul many times in my life and this was hands down the worst experience.

Rating:

2.0

Very slow pickup. It took almost an hour to get our trailer. Location was understaffed. C

Rating:

5.0

NOTHING GREAT SERVICE SUPER FAST

Rating:

5.0

Super helpful staff!

Rating:

5.0

Excellent service, amazing location downtown Toronto, and very friendly staff.

Rating:

5.0

The staff was very efficient and also kind in the midst of a hectic August 1st morning. I highly recommmend this location.

Rating:

2.0

Service to slow. 40 minutes for pick up a truck. And I didn’t understand why I pay 118 dollar for 3 hours and 10 km. Never take again sorry guys!

Rating:

1.0

Buddy talked me like I was an idiot when I dropped off the uhaul and charged me for gas when I filled it up. Absolute joke. This entire uhaul experience was a disaster. If this is an average customer experience im baffled as to how the company hasn’t gone under. .

Rating:

5.0

One of the best locations for Uhaul . Helpful and friendly. Fast and efficient and reliable. Will be my go to spot from now on

Rating:

1.0

U-Haul scams customers by changing their reservation locations to increase the mileage charge. Don’t mislead customers and have them agree to something just to deliver something else. It’s predatory and dishonourable.

Rating:

3.0

The vehicle has a strong odour and was not clean including parking receipts on the dashboard, dusty and with coffee stains in the interior. The driver side blind spot mirror was cracked and half missing. Upon retuning the vehicle I could not pull into the driveway of the location as it was blocked with another cube van with a parking ticket in the window. When I could not find a spot to park on the street I called the location and was told to just park it anywhere, I did not need to pay for parking and drop the key in the return box. I spent over 10 minutes waiting or trying to find a actual parking spot out front. Felt strange to just leave the vehicle as I was told to. Your pricing is very good for quick and local moves but the state of the vehilces and not only from this location and well as ease of pick up and drop off can use some fixing.

Rating:

5.0

This is the best dealership by far

Rating:

4.0

U-haul app doesn't work as needed during pick up and drop off. Basically, photos can't be uploaded or won't be accepted regardless of many attempts and with close referene to the sample photos. We had to take photos with our phone and kept them to ourselves just for record. We informed the worker or owner of the location the situation, and he seemed to be understanding and didn't complicate this further. I returned the truck early and parked at the same location as the worker or owner of the location told me to, and that location was on Queen Street, like a street parking.

Rating:

5.0

Close and convenient excellent place and staff are very Accomdating and help me out.

Rating:

5.0

Again another nice experience. Had a great conversation with the agent and really appreciated his friendliness!

Rating:

5.0

keep it up you are the best

Rating:

5.0

Thank you samuel for helping out the whole process! He us the best and I hope he fix the bell 's issue!

Rating:

5.0

Great customer service and fast reliable definitely will recommend to fellow humans

Rating:

5.0

Very well run and convenient.

Rating:

1.0

The location was not open when I arrived in the early afternoon of a weekday but I called the number I found printed on a sign taped to the window. They answered the phone but did not identify themselves as U Haul until I asked if they were the U Haul staff. They simply told me where to park the vehicle, drop the keys in the lock box, and that I would be checked in as of the time of the call. My final invoice arrived by email the next day.

Rating:

5.0

The sales rep Samuel was very helpful and professional. Car and equipment were in top shape. Definitely recommend

Rating:

4.0

Hello, I wanted to reach out regarding our recent U-Haul rental. First, I want to say that we love this location and always rent our vehicles from here because we've consistently had great experiences. Unfortunately, this rental was different. The air conditioning was not working, and it happened to be one of the hottest days in Toronto. It made for a very uncomfortable drive, as everyone in the vehicle was extremely hot for the duration of our trip. When we returned the vehicle, the representative who assisted us (a man who was working at the counter) acknowledged the issue and told us that he would apply a discount to our rental because the A/C was not functioning. However, when I received the receipt, I didn't see the discount reflected. Could you please review our rental and apply the promised adjustment? Thank you for your time and assistance. We appreciate your help and look forward to continuing to rent from this location.

Rating:

5.0

Extremely helpful guy managing everything. Super knowledgeable and quick to address any questions.

Rating:

5.0

The customer service at location was really good

Rating:

5.0

Samuel was very helpful and amazing. I will be recommending this U-Haul location to all of my friends.

Rating:

5.0

Easy check in and check out

Rating:

5.0

Great vertices and even better customer service at the 320 queens st east location in Toronto! I couldn’t have asked for a better experience renting. The service provided by Samuel was unmatched