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

Rating:

2.0

I booked the truck with 2 dollys and 6 covers and the day of pick up, they told me none of them is available. That’s ridiculous, I least you guys could let me know the day before so I can try to find this equipment around me. Plus I booked the truck for 5 hours and confirmed with them during the pick up and they kept calling me after 3 hours to know when I will return the truck. I don’t plan of moving again anytime soon but I will definitely avoid U-Haul in the future and let my friends know.

Rating:

3.0

Customer service was not so good.

Rating:

1.0

Very bad experience. I booked a 20" truck with two dollies three weeks in advance, only to find out on my moving day that they didn’t have them available. No warning, no proactive call, just a last-minute surprise when I was already on a tight schedule. Moving is stressful enough without having a reservation treated like a suggestion. Very disappointed and would not rely on this location again for a time-sensitive move.

Rating:

5.0

More active service

Rating:

1.0

We had a reservation for 10am, when we arrived there were no trucks at all let alone the truck we reserved. We were told to comeback later and were given a number to text/call. We texted and called throughout the day with no response. We returned at 230 and still no truck and no solution provided. We sat in our vehicle calling various locations and luckily during that time, a truck showed up. We were able to take that truck right away. It only had a quarter tank of gas but we knew we didn't need much. After the move, we filled it back to a quarter tank and returned it. We were charged a gas fee and gas of over $60! Simply a horrible experience

Rating:

5.0

⭐⭐⭐⭐⭐ I had a great experience at this U-Haul location. The staff here was friendly, professional, and very helpful throughout the process. The vehicle was clean, well-maintained, and ready on time. This location made my move much less stressful, and I would definitely recommend it and use it again.

Rating:

3.0

They didn't have all the equipments I had reserved. I'm not sure if this was their fault or not, but didn't seem like a well-run location in general.

Rating:

3.0

I included some dollys and moving pads on my booking but they were not included at the moment of pick up. They were removed from the bill but still I needed them for my moving. Would be nice if more dollyd are available at this location to fulfill the booking requests.

Rating:

1.0

No one working there cared about the customers time, the app didn't work at the location. Gas light was on, check engine light was on. Was overcharged for gas because the app didn't work and therefore have no evidence to prove I returned it with more gas then I received it with. Absolutely terrible.

Rating:

1.0

Location didn’t have any of the extra equipments I requested so I had to move with no dolly or blankets.

Rating:

5.0

This is the only location i would rent from again. These people went far beyond the call of duty to accommodate . Highly recommend.

Rating:

2.0

I am charged additionally and I replied a message with explanation but no one ever get back to me.

Rating:

5.0

Easy and fast

Rating:

5.0

Friendly and cooperative

Rating:

5.0

Big thanks to the staff on site today :).

Rating:

5.0

Great rental, thank you. I may have missed this, but if there’s insights shared into how to connect your phone, & phone holder if required for those relying on Google Maps when driving that would help. Thanks

Rating:

5.0

They only need to offer the customers free parking same as any other uhaul location.

Rating:

5.0

I had a really smooth experience renting from the U-Haul at 320 Queen St East. The staff were friendly, patient, and helped me pick the right truck for my move. Pickup and drop-off were quick and straightforward, and the truck was clean, reliable, and easy to drive. Pricing was exactly what they explained ahead of time, so there were no surprises. Overall, this location made moving day a lot less stressful. I’d definitely rent from them again and recommend them to anyone who needs a truck in the area.

Rating:

5.0

Great service. Thank you

Rating:

5.0

very happy with this location and the service I received

Rating:

5.0

Super helpful and convenient

Rating:

5.0

Amazing quick and effective loved it, first time U-Haul user totally would again

Rating:

1.0

They gave our u-haul to the wrong customer and instead of apologizing, gaslit us saying that we never had a reservation. Girl working the desk at this location is a child. She is rude, unprofessional, and unwilling to help. Worst customer service i have ever encountered in my life.

Rating:

5.0

Samuel, your employee, was great!

Rating:

2.0

It's a weird atmosphere at this location--it felt unprofessional and the staff weren't overly helpful or friendly. They didn't even know what the scraper tool was to remove ice from the windshield. The windshield was completely covered in snow/ice and the time it took for the staff member to clean it put us very behind schedule. The gas tank was only 1/16th filled when we got the truck and the time it took for us to refuel also put us behind schedule. I expected to have the truck ready to go immediately, and that was not the case. Also, they did not have all the equipment available that was originally requested and some sort of heads up would've been nice. Otherwise the equipment we were given was well maintained. This wasn't the worst experience I've ever had, but I don't think I'll be using UHaul again.

Rating:

5.0

The young lady at the desk was very friendly and helpful. The gentleman that brought my vehicle up was the same. Will certainly use this location again.

Rating:

3.0

I hopped into the 20' truck showing and checked the fuel gauge. It showed under a quarter tank, such that the needle was slightly to the left of the quarter mark. I then checked the contract and it incorrectly showed the fuel at one notch OVER the quarter mark. I walked back into the office to let the attendant know. She didn't know how to adjust it and asked me to wait for someone else, but I had to go. At return, despite taking the truck with less than a quarter tank, I filled it to a quarter tank anyway and mentioned it to the attendant. After leaving the location, I received a closing contract that showed the gas at UNDER a quarter and was therefore charged $33 for fuel and a $30 service fee. So effectively, the gas was overstated at pickup and understated at dropoff. Not cool

Rating:

3.0

The gentleman was nice, told us to leave the key and I'll email the receipt. It's now midnight and I haven't received an email yet.

Rating:

2.0

Shady looking store, needed appliance dolly Guy told me he put it in truck , got home and it was just a regular small dolly

Rating:

1.0

I returned the car - proven fact - within 5 hours and was charged for a two day rental -- I returned the vehicle to the location (Basso Lounge - 302 Queen St. E) with fuel for the 23 km I used same day after 5 days. I called, spoke and informed the owner who was not present at that location at the time of me returning. He told me to drop the keys and leave the vehicle. Then I got a call 48 hours later from UHAUL where the car is. I informed them of the facts and got a bill send that us $135 plus. Makes no sense. Very disappointed and will go to Basso Lounge tomorrow to claim a refund!

Rating:

1.0

I have been overcharged

Rating:

1.0

Wrong car, overcharged, they didn’t have dollies

Rating:

1.0

Booked a appliance dolly, got only one furniture dolly. Still charged for appliance dolly. Also, I was charged for coverage after denied to take it.

Rating:

2.0

Vehicle was not cleaned, I removed the garbage from the cab of the truck. Vehicle was at 3/4 of a tank, why not have the customer return the vehicle full? The return location I had indicated on the initial order was changed without my knowledge. Nothing was explained with regards to the operation of the vehicle nor was I asked to accompany the employee for an inspection of the vehicle. They should have asked me to accompany them for an inspection of the vehicle prior my receiving the vehicle keys.

Rating:

1.0

The wait was super long - location optioned 20 mins late and it took 45 mins for me to get my uhaul. They didn’t have the cart even though I booked. They overcharged me for equipment I didn’t order or receive. Very rude customer service.

Rating:

5.0

Samuel was absolutely amazing. Even in that rush hour with so much foot traffic in store and even later during return he was very calm and managed everything like a real champ. Kudos to him

Rating:

1.0

Location didn’t have dollie’s. Employee said they’d refund the cost. Have not received any refund.

Rating:

3.0

They have included insurance without my consent.

Rating:

5.0

Sam the owner of uhaul is awesome. He is excellent in his work and go above and beyond to support his uhaul customers. This is my favorite location for uhaul booking in toronto downtown. Uhaul must support this guy in even more ways. He is a genuine hearted kind person

Rating:

5.0

Friendly, efficient. Really nice that they asked which direction I would be heading when they pulled the truck around for me!

Rating:

5.0

Superman Samuel really saved my day! I accidentally booked reservation at the wrong location that day and he assured me that everything was going to be alright and booked me a truck on the spot!

Rating:

3.0

I rented the truck from Montreal and dropped it off in Toronto. We arrived late. The place where I needed to drop it off was very confusing and I wasted an hour trying to figure out where to park the truck. i rang 4 time at the 24 hour service no one answered

Rating:

5.0

All good Samuel is great with his work.

Rating:

2.0

We reserved two trolly and we received none. When I returned the truck, they said just left the car and no need to do anything but when check the app found out I need to do an entire 10 minutes return including taking photos of truck. I do not know why I was not told to do so.

Rating:

2.0

Staff was friendly enough but when I opened the truck to start loading it was full of items left behind by previous user. Clearly no one at the UHAUL location bothered to check.

Rating:

5.0

Happy

Rating:

2.0

There was only one guy at the location , and the customer service was very poor which I felt it because is just one worker at the location.

Rating:

1.0

Costumer service, this location has very bad service, he shows to customer his finger

Rating:

3.0

Very unprofessional employee

Rating:

1.0

I got charged 50 bucks cleaning fee for no reason

Rating:

1.0

none of the equipment i requested was delivered, which added a significant workload to my move.

Rating:

1.0

I was charged $50 extra for no reason.

Rating:

1.0

A very chaotic pick-up lot, our vehicle was blocked, had to wait for U-Haul rep to arrive and move vehicles. Starting mileage was not confirmed, I was told to just take it and return with same fuel level. I returned the vehicle early, recorded mileage as approx. 30 km, I've been billed for 214 km. I've been corresponding with the U-Haul rep for 7 days, still no resolution. This vehicle is also in very rough condition, transmission shifting from 2nd to 3rd gear was difficult resulting in high engine revs and jerky shifts, not highway safe & challenging in city traffic.

Rating:

5.0

I booked a dolly but it was not available when I picked up the truck. It was not a big deal as I didn't have much stuff to move, but it would have been nice if the dolly was available at pickup. Other than that, everything else was great

Rating:

4.0

More stock for add-ons (ex. dollies), ordered 2. I had to make due without

Rating:

5.0

Very helpful and great customer service. I will always recommend this location to all my friends.

Rating:

3.0

Didn’t feel very safe, still dark out and talking to somebody through an intercom as loads of sketchy people walked by, most of whom I assume were street people. Also didn’t have all the equipment we ordered and paid for.

Rating:

5.0

Fast, friendly service. I’ve rented many U-Hauls over the past 30+ years at various locations and my last 5 experiences at this particular location have been the best. Highly recommend!

Rating:

1.0

I got charged for safe trip fee that I never said I needed, and got less than half a tank of gas, the fuel gauge said less than half but the worker who gave me the keys gave me less than half a tank of gas and charged the unwanted extra fee. This is not right, never coming back to this Uhaul service agency again.

Rating:

5.0

This place is in the middle of the town. Very tight space but very convenient when you need to move in or move out from downtown.

Rating:

1.0

Asked to change the drop off location, he said he would do it and then didn’t so we got stranded in the middle of nowhere at night. Also didn’t have the tank full so we had to pay for gas twice