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

Rating:

5.0

The person I interacted with at this location was friendly and informed. It was quick getting the truck and he made it easy when I returned it. Great service.

Rating:

3.0

You overcharged me on gas.

Rating:

2.0

Did not provide paperwork at drop off, added a fuel surcharge for a van that had been refilled, did not respond to email asking about fuel surcharge, half hour in person delay at pickup

Rating:

5.0

⭐⭐⭐⭐⭐ I had a great experience with U-Haul. The rental process was quick and easy, the vehicle was clean and well maintained, and the staff were friendly and helpful. Everything went smoothly from pickup to return. I’m very satisfied with the service and would definitely use U-Haul again. Highly recommended!

Rating:

5.0

Best U-Haul spot by far Samuel is the man super fast as well

Rating:

5.0

My experience with this location was amazing. I highly recommend it!

Rating:

5.0

Sam is the best; his customer service is incredible and offers a wide variety of options for moving or truck rental.

Rating:

2.0

Called a few days before to confirm my reservation. Left a message and a day later someone called back and asked what I needed. I left a clear message stating I wanted a confirmation. He replied “I’m sure we’ve got your truck”. I reiterated that the last time I used UHaul they didn’t have my truck when I arrived. He didn’t check he just said “I’m sure you’ll be fine”. I arrived and they were really quick at getting you your truck but they didn’t have any dollies, which had asked for. She said that none of them were returned yet. I really needed a dolly and had no time to find one anywhere else. She also said “you can return it to whatever location you want”. I chose one already when booking that was closest to my new home. When the guy pulled up with the truck I immediately knew it was too small. I had spoken to an agent when I booked and they confirmed it would fit a one bedroom apartment. I asked the man “do you have any bigger ones available because this is too small?” He asked how big my apartment was, I said “one bedroom” and he said - oh yah. This will be fine. It wasn’t fine. It didn’t fit so I had to leave a bunch of my stuff in Toronto drove all the way back today to get it. He was very dismissive and they didn’t really care. It cost me so much more time and money than it should. And finally, when I brought it back to the place I chose - they said I needed to drop it at another place. I said “I have an email saying this is where I drop it”. She said gave me the address of the store I was to drop it at. I got there and the man checked everything over. He said “you ordered 12 blankets and there are only 7”. The Basso people only gave me 7. I watched him put them in the back and it sure didn’t look like 12 but I just kept on because he disappeared. They charged me for the difference so I called customer service when I got back. They refunded me the money for the blankets which was great but that was an additional half an hour that I didn’t need. The customer service rep said my location for drop off was changed for some reason. I don’t do it, and I wasn’t notified. It was exhausting and on move day you’re already stressed and dealing with so much. This was an absolute nightmare.

Rating:

5.0

Samuel came thru in the clutch. Last minute booking. Hooked me up. Fast in and out. Cheapest rates in the city.

Rating:

5.0

This is one of the best U-Haul locations I’ve ever rented from! The customer service is exceptional, and the staff are friendly and welcoming. This is my third time renting a truck here in the past six months. Highly recommended!

Rating:

4.0

The interior of the truck was full of sand; there was barely a 1/4 tank of gas, even though there is a station right there. They didn't do a walkthrough when I picked it up or dropped it off, and now I have a cleaning fee that I shouldn't have to pay, and I returned it with over 1/2 tank. However, the staff inside who did all the paperwork was excellent.

Rating:

1.0

My truck was late 3:30 should have been 12:30pm which lead to alot of issues for my moving day, elevator was booked for 1 pm till 4pm, I had to leave all of my furniture outside in a apartment parking lot not knowing when I would receive a truck. I was supposed to drop it off at Whitby location I was told to bring it back to Toronto location. I had to bring another car with me. I was charged 191.06 dollars . Very stressful experience I would expect someone to call me

Rating:

1.0

Really bad experience with the location. I was overcharged for 21L of fuel for 13 kms and also at the time of pickup, i had to wait for 20 mins for someone to show up and hand me the keys over.

Rating:

5.0

Very responsive service. Vehicle met needs perfectly.

Rating:

1.0

I’m shocked

Rating:

5.0

Knowing that we would be there about closing time, Samuel actually remained open for us. Much appreciated!

Rating:

5.0

Easy check-in. Fast pick up and drop-off.

Rating:

2.0

I selected no insurance but was charged anyway. I specifically brought it up to them when I returned the vehicle and they told me they would fix it because they didn't tell me they added it and when I booked online I did not select it and when it came to the signature pad they just signed on my behalf giving me zero choice. I was fine with the resolution but now I see they lied and charged me anyway.

Rating:

5.0

I had the best experience.

Rating:

1.0

I was less than a half hour “late” and charged an extra full day. I rented for what I believed was a full day (even though only needed it for six hours as stipulated in my “contract”). Distance charge was totally miscalculated in UHaul favour. Shady. However, UHaul Corporate made good and refunded money when questioned.

Rating:

5.0

Great Customer Service Skills

Rating:

5.0

Staff were great, no hassles whatsoever.

Rating:

4.0

Was overcharged for gas refill. I only went 15 km but put in $50 gas and got no paperwork of the milage or gas tank level AND no credit for the overpayment. NOT a good accounting.

Rating:

5.0

Excellent location. Great Ownership / Management / Staff. Best U-Haul pick-up / drop off after dozens of locations over the years.

Rating:

2.0

I’m very disappointed with my experience with U-Haul. The total cost was much higher than I expected, and I feel that I was charged too much for the service. The additional fees made the final price significantly more expensive than the original expectation. I understand that there are extra charges in some situations, but the pricing should be clearer and more transparent from the beginning. I hope U-Haul reviews its charges and does a better job explaining all costs to customers before they rent. Overall, I feel the service was overpriced, and I would think twice before using U-Haul again.

Rating:

5.0

I really appreciate the convenience of this location. It’s easy to pick up and drop off.

Rating:

5.0

This is the second time I have rented from this location in the past month and everything went smooth both times. The gentleman Samuel, who runs the operation was excellent with his customer service and friendliness. That's why I came back the second time to rent through him again. I wouldn't hesitate for a moment to rent from him again or recommend him and his operation at this location.

Rating:

2.0

Didn’t get equipments abd extras i ordered

Rating:

5.0

this is by far the best uhaul spot

Rating:

1.0

Nobody was there when I arrived. Had to contact customer service before someone showed up. They also overcharged me.

Rating:

3.0

Unfortunately, the trailer I wanted to rent was no available. I think the U Haul add should have advised me. that said. The service at the Queen St Location was more than excellent. the speed, respect, and professionalism of the team there blew my mind. This was service excellence at its best. I am so grateful I rented from that site and would ONLY go back there.

Rating:

3.0

I was issued a rental contract with the wrong unit number.

Rating:

3.0

The equipment was filthy when I picked it up garbage and cigarette ashes in the interior and dirt, glitter and broken hangers in the back sent it to them when I did the pick pictures and they had the nerve to charge me a clean up fee of $25.00 and we sweep out the back of the Uhaul and don’t smoke cigarettes I’m furious of this charge

Rating:

1.0

Did not inspect the truck with me and then charge me a fee

Rating:

5.0

The man who operates 320 queen st E location is excellent and he was very nice to me, thank you all for the great service. M.

Rating:

1.0

Scam, got charged for fuel even though I returned the car the same level of fuel.

Rating:

5.0

Cargo van seemed to have extra items from the person who previously used it, plus some loose material on the floor. Otherwise the van was very well maintained, easy to pick up and drop off! Very nice workers.

Rating:

1.0

I reserved a U-Haul truck, a furniture dolly, a standard utility dolly, and furniture pads 10 days in advance. When I arrived on the morning of my pickup, neither dolly was in the truck. Instead of taking any responsibility, the staff casually brushed it off, saying previous customers "sometimes don't bring them back." There was no advance notice, no apology, and zero concern from the employee assisting us. To make matters worse, we had to go out of our way to rent equipment from Home Depot on short notice at nearly five times the price. When we asked if they could call us if a dolly was returned later that morning, the staff flatly refused and told us we should call them every hour to check—an absurd expectation for a customer who is actively trying to move. To top it all off, they also forgot to include the furniture pads we booked. When we called back to report the missing pads, we got the exact same indifferent attitude: "Yeah, oh, we probably didn't have it." Reserving 10 days ahead meant nothing. The complete lack of communication, failure to fulfill basic equipment reservations, and total indifference to customer satisfaction were extremely disappointing. I will not be using this location again.

Rating:

1.0

THEY CHARGED TO ME 25 DOLLARS CLEANING FEE IT WAS NO DIRTY

Rating:

5.0

It was very pleasant experience. The attendant was very calm and polite. I would recommend to rent a U haul from this location.

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.