Customer Reviews for The Box Shoppe
(U-Haul Neighborhood Dealer)

718 reviews

1301 Gerrard St E   Toronto, ON M4L1Y8

(416) 264-6662

Location Hours

  • Mon-Sat: 9:30 am - 5 pm
  • Sun: 10 am - 2 pm

Services at this Location:

Contact Us

(416) 264-6662

1301 Gerrard St E
Toronto, ON M4L1Y8

Services at this Location:

Location Hours

  • Mon-Sat: 9:30 am - 5 pm
  • Sun: 10 am - 2 pm
  • 24 hour customer return

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.

Overall Rating:

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Rating:
4.0

Customer did not leave a comment.

Ronan D. 
Rating:
4.0

The self check-in process was a little bizarre. Many people seemed to be having issues with it and the online chat situation wasn't that helpful. Not the locations fault at all. Seemed there were more issues on the tech side of things which cut into customers rental time. Overall good experience though

Dallas N. 
Rating:
1.0

This location is the worst I have ever interacted with

Kuthan O. 
Rating:
3.0

The staff are friendly and efficient and I will go back again so no suggestions for improvement.

David A. 
Rating:
5.0

Customer did not leave a comment.

Matt A. 
Rating:
2.0

Double booked two trucks Trucks were not accessible after rebooking for some people Only one staff to handle 5-10 people in line

Andy S. 
Rating:
1.0

Stop forcing people to use an app that doesn't work to check in for a rental

Mujahid H. 
Rating:
3.0

My two furniture dollies and extra day offered to me were forgotten about or not available and I was not informed when I called the location to confirm.

Jared S. 
Rating:
5.0

Customer did not leave a comment.

Mauricio A. 
Rating:
3.0

Location was fine, howerver the app / web check in still has problems. I have never once been able to use it without needing to speak with an agent, or someone on site. Not the location's fault, but Uhaul needs to fix it.

KHALEEL M. 
Rating:
5.0

Customer did not leave a comment.

GERINE D. 
Rating:
4.0

Customer did not leave a comment.

Mary O. 
Rating:
5.0

Customer did not leave a comment.

JOSEPHC I. 
Rating:
3.0

Customer did not leave a comment.

Robert E. 
Rating:
5.0

Make the app more user friendly. I couldn't share my location when dropping off. Maybe you did it on purpose to get the 20$ convenience fee. Does not surprise me. I was satisfied overall anyway. Cheers

JASSEN P. 
Rating:
2.0

i had to walk down the street to a different lot to pick up the truck which was not an issue. When i got in the truck the fuel was not at the amount specified in the contract so I took a picture. I drove 8 miles and put $15 of fuel in. When i returned the truck it had more fuel than i had left with but was still charged for fuel. Not impressed.

Stephen G. 
Rating:
2.0

Customer did not leave a comment.

Cathy H. 
Rating:
5.0

Varinder was amazing and helpful .

LEKHDIR S. 
Rating:
3.0

I was incorrectly charged for gas after I dropped the vehicle off. I dropped the vehicle off with the exact amount of gas that I was supposed. The attendant must have LIED. I dropped. It of with over 5/8 of a tank and they said it was only 1/2. I want the $27.12 charge reversed immediately

John O. 
Rating:
5.0

Customer did not leave a comment.

Napoleon B. 
Rating:
1.0

These people did not even say anything to me and charged me out the ass for fees that i do not want to pay.Hello I requested drop off prior to 5pm. I was never told I had to Pay additional day of $40! For a few hours late, we were stuck in the protest as you seen on the news there was over 100,000 dump trucks going 30km on the highway. As well no where on my contracts says I am to pay $4.5 per litre!! Thats outrageous. Can you please get back to me so we can figure out what to do?

MATHEWVERNON T. 
Rating:
1.0

No blankets provided yet I cannot get a refund on my order. Lock box was jammed and couldn't open to retrieve key. Overall terrible experience.

Alexander W. 
Rating:
3.0

When I went to pick up my reserved truck it was not available (not retuned by previous customer) and had to drive over 30 km to get one that was available before driving another 30 to the houses I was moving out of/into, and same at EOD to return. We lost half the day. It would have been great if uhaul flagged this an hour before the reservation to reduce all the back and forth.

Caroline S. 
Rating:
3.0

It is unbelievable that once you finish the return process of the vehicle and keys customer service does not help. I accidentally locked my keys in the van and I was told because I returned everything I was on my own and would have to get a locksmith. Most likely will not be using this company in future endeavors.

Robin F. 
Rating:
3.0

Customer did not leave a comment.

Jorge O. 
Rating:
1.0

I WAS TOLD BY THE RENTAL AGENT I COULD KEEP THE RENTAL TRAILER FOR MOTE TIME THAN THE ORIGINAL CONTRACT , THEN RECEIVED A CALL FROM HEAD OFFICE THAT IT WAS DUE BACK THE NEXT DAY. NEVER AGAIN

stephen H. 
Rating:
1.0

They didn't have the pick up truck available so I had to take another truck. The truck was dirty and had food in it. I was promised a discount but I was charged more then they told me. Overall a terrible experience and will never reccomend u-haul again.

Nicholas C. 
Rating:
4.0

Excellent customer service

Steven F. 
Rating:
5.0

Customer did not leave a comment.

Ramzi A. 
Rating:
4.0

The trailer lights were faulty and I lost running lights during my rental. There was no damage caused during my use of the trailer. I had to purchase a magnetic trailer light set to acccomodate. I left a voicemail at the Uhaul location to discuss reimbursement but I have never heard back about this. I have rented here before and the experience is good overall.

STEPHANIEC V. 
Rating:
1.0

Don't charge for extra gas. I left the tank filled EXACTLY how I got it.

Colin H. 
Rating:
5.0

Customer did not leave a comment.

Anzhi F. 
Rating:
5.0

Customer did not leave a comment.

Bailey B. 
Rating:
4.0

I got the truck and the damage to the roof, front fender and broken side mirror were not noted down. The app froze/timed out while I was trying to do the truck pickup process so all damage I noted, the odometer and gas level were unable to be input. Then the tires weren't properly inflated so the “low tire pressure” light was on and I had to fill the tires with air shortly after renting. I expected a better maintained truck. Though I called customer service line and the lady (Colleen) that helped me was very friendly and gave great service - kudos to her.

Erin L. 
Rating:
2.0

Our reservation was supposed to be mobile phone 24/7 pick up but when we arrived it wasn't workint, so we called and they said we would just have to wait until they opened

Diana A. 
Rating:
1.0

Staff were not present at pick up, called the number on thier door multiple times and waited for 20 minutes without answer. When they eventually came, rude. Trailer to pick up keys was sketchy.

Mallory W. 
Rating:
3.0

Make sure vehicle is cleaned and necessary vehicle warnings are taken care of. The vehicle we picked up was dirty and dusty and the left rear tire was low, which was also indicated on the dashboard.

Graham H. 
Rating:
2.0

The reservation I created for accessories (aside my truck rental) was not honoured. The trollies were not there when I arrived, nor were they produced and have yet to be reimbursed. The truck provided was blocked in. When I returned to the desk to get assistance the primary tenant was good to respond, but sent a young man to move the car that was blocking me in who did not respond to me in any capacity making me feel like a nuisance, actively ignoring me as I thanked him for his help.

Kaylan S. 
Rating:
1.0

These people are a fraud. They did not tell us that we have to refill the fuel or else they will charge us 66 dollars extra. When I looked at the final contract that they sent us AFTER we were finished moving there was a total charge of $106. When I called and asked them why they charged us 33 plus 33 dollars total 66 dollars extra they guy started shouting at us and said u have to read the contract. Very deceptive and cunning of them to include 66 dollar charge and not tell us that we have to refuel. Never take your business to them.

AHSAN A. 
Rating:
2.0

Never respond to calls

Shraddha S. 
Rating:
5.0

Very concerning that the front bumper is hanging down and threatening to come off as well as a front windshield which is taped on with duct tape.

GERINE D. 
Rating:
5.0

The car was very good and comfortable and nice customer service

amanullah K. 
Rating:
1.0

The guy said he emailed me by contract but he didn't - I had to ask for it when I returned the car. According to google maps, my distance was 66 km. But I was charged for 119 km. Fraud, or gross negligence at best. I won't use uhaul again.

Robert K. 
Rating:
5.0

Super easy to rent from this place. The reps were friendly and professional. Smoothest rental process I've ever experienced.

khalid H. 
Rating:
1.0

I was drastically over charged to the point where I was scammed. I will be following up and seeking satisfaction.

Erik B. 
Rating:
4.0

Customer did not leave a comment.

Kevin F. 
Rating:
3.0

Customer did not leave a comment.

KEVIN G. 
Rating:
5.0

Customer did not leave a comment.

Boris I. 
Rating:
1.0

Was shifted to this location after I specifically requested another. Staff was downright rude. We were kept waiting and did not receive the truck until 30 min after my reservation, and that came out of my rental time - so I only had the truck for 3.5 hours instead of the 4 I paid for. Why I am paying for poor staffing? He didn't do an inspection, walk me through expectations, anything. In all, the likelihood of me being a return customer is very low, and I've shared this experience with my friends so they know to go elsewhere in the future too.

Brianne E. 
Rating:
3.0

Customer did not leave a comment.

Tanvir H. 
Rating:
3.0

I booked a dolly and several furniture pads. When I went to pick up, these were all out of stock, which made the move more difficult.

Ross Z. 
Rating:
1.0

The instructions on the app weren't precise. I had to go back and forth between their two parking lots to get the truck. I had rented 2 furniture dollies, a regular dolly and some blankets. I expected they'd be inside the truck (since I book the contactless checkin), but they weren't. When I brought the truck back, I mentioned the equipment wasn't there, and the guy said these items are available on a first come, first serve basis, and I had to pick them up. How would I pick them up if there wasn't anyone there? I had 2 experiences with UHaul, both were bad.

Ticiana B. 
Rating:
1.0

Brutal customer service, unclear instructions,wrong truck,covers not included,help apps unmentioned. Your terrible service made us 30 minutes late to leave and then you have the nerve to charge me extra. If I was not so busy I would sue your awful location. Complete garbage and I will never use you again.

Anthony C. 
Rating:
2.0

Customer did not leave a comment.

ALEXANDERCHRIS H. 
Rating:
1.0

Re: contract 24397252, my VISA bill and the receipt for truck rental do not match. The receipt from the Box Store was $85.77, which is correct. My VISA bill says the amount charged to VISA was $118.39. Since I have to pay this to VISA I will be seeing you in small claims court.

richard C. 
Rating:
5.0

Customer did not leave a comment.

john H. 
Rating:
5.0

When I returned the cĺean, no issue occouring, lovely van to It's location at 8:30 pm. Mònday March 22ñd 2021, Ì read the instructioñ poster on the office building door regarding after hour delivery ŕeturn. Ìt said to ĺeave the key in the key drop box, which I thought was the door mail box sĺot, which I did. The next day I saw a message on my phone describing the pròceedure for after hour return. Please forgive my ommision of what I did not know about. GM.

GORDONR K M. 
Rating:
1.0

The trailer was incorrectly attached to my hitch with little clearance from the arms of the trailer and the road. I am not an expert in trailer hookups and expected more competency, direction, and professionalism from the staff. Even the smallest bumps caused scraping on the road. When attaching the trailer chains to my hitch, the staff didn't seem to know what they were doing, as another customer waiting to be serviced had to step in and properly connect the trailer chains to my vehicle; the staff stepped aside and let this happen. All this caused an unbalanced trailer load, resulting in a flat trailer tire en route. I needed to stop in Quebec City (on our way to Halifax) as the trailer did not feel safe. The staff at a Quebec City location were incredible and modified the set up, such that the ‘goose-neck' was angled in the proper direction to provide for the proper level of clearance between the trailer arms and the road. The arms of the trailer were fixed to become parallel with the road (formerly, the arms were angled sharply towards to road | hence the low clearance). The combination of the flat tire and the requisite stop in Quebec City to fix the hook-up issues resulted in a delay to our trip to Halifax and considerable incremental costs (I.e., additional hotel room, etc.). Very unhappy with our experience at the Gerard Street location and felt that either a) poor training, or b) a laissez-faire attitude (or a combination of both), made our trip highly stressful, less safe, and more costly. When preparing and releasing towing apparatuses for the ‘open-road', more regard for customer safety (and for other P.O. cars on the road), should be upheld. Would not recommend this location at all. If not compensated for at least the incremental costs associated with having to delay our trip, I'll be filing a formal complaint. I can be reached by phone at (416) 575-8781 or by email at bradleypalmer@gmail.com to discuss further. Brad

BRADLEY P. 
Rating:
2.0

The location failed to take the pictures of the odometer and the fule and we could not do the online 24/7 truck share without phoning the customer service. The extra rental equipment (dollies ) were not loaded and they did not have the furniture dolly available that we had booked and paid for.

wouter V. 
Rating:
3.0

Customer did not leave a comment.

JEACQUES Z. 
Rating:
5.0

Overall great experience. I would love to know how payment works cause so far I have only been charged the deposit. I was supposed to pay around $75. I would love to get some feedback but I'll call the site tomorrow

JAMEL L. 
Rating:
5.0

Customer did not leave a comment.

NATAN B. 
Rating:
5.0

Parking on Gerrard has a 3-hr limit. I was not able to extend beyond that time. Is there anywhere nearby to park my own vehicle for longer than 3 hours when renting a truck?

MICHAELW Q. 
Rating:
3.0

explain every things the agreements b/c someone the first time rented they don`t know what they do. befor pickup the vehicles or take the key give the agreement paper or send email.this is the clear way thanks

TEWELDEMEDHIN G. 
Rating:
1.0

Simply the worst customer service I've had in a long time. The tank was empty, the guy was rude, and it was not an enjoyable experience.

MICHAELALEXANDER J. 
Rating:
5.0

I only used the truck for 2 hours but was charged for three. I sent an email to sort it out and a month later have hear nothing back. I will try to contact again but if someone is actually reading this please contact meee.

Tasha W. 
Rating:
1.0

They completely ripped me off - and overcharged me by two days. They even said the manager would call and confirm pricing before they charged me - and didn't. I plan to take them to small claims court if I don't receive money back.

Philip R. 
Rating:
5.0

Customer did not leave a comment.

Henry C. 
Rating:
4.0

Always answer the phone - especially during covid as it's not clear if you're open or not

Dwight F. 
Rating:
4.0

Customer did not leave a comment.

harold D. 
Rating:
3.0

the rental office is pretty much a shack, but it works for its purpose.

Allan F. 
Rating:
5.0

Good

ZELALEMTESFAYE A. 
Rating:
1.0

The keys were on the back of the truck but the truck was parked against a concrete wall.

Arkady E. 
Rating:
1.0

location, cleanliness, vehicle driver side mirror was broken / closed when on the highway, vehicle was picked up with no gas

Rachel W. 
Rating:
1.0

Customer did not leave a comment.

Jhordon K. 
Rating:
5.0

Customer did not leave a comment.

PHILIP R. 
Rating:
5.0

Friendly, efficient service. I would recommend others to try this location.

THOMASJ M. 
Rating:
2.0

Vehicle needed maintenance like air in the tires and oil change. It probably lead to me using up more gas to drive the truck. No windshield fluid as well, which is a safety issue in the winter time. Also, it was confusing as to how to get the keys as I used Mobile pickup.

Michael K. 
Rating:
2.0

Although the staff was friendly, the touchless pickup application on the website wasn't working, the truck was nearly falling apart and had its check engine light on, and nothing was prepared in advance of me showing up.

cassandra C. 
Rating:
3.0

I wish the vehicle was cleaner and the vehicle needed an oil change when I got it, the dash wouldn't stop indicating an oil change.

DANIEL ISAAC A. 
Rating:
1.0

Poor service, didn't explain contract, overcharged me for gas (56L) and gas fee when I only used 7 (yes SEVEN) miles!!

Jimmy C. 
Rating:
2.0

I had a really bad experience with this location. The truck was fine, the problem is that I booked a 20” truck for Sunday 31st at 10am, I Uber there, lines started to form, an employee 10 minutes late starts to get peoples names. After waiting for 25 minutes for the associate walk around and attend other people, he said that he didn't have the keys to the office, then asked for more 10 minutes. 30 minutes later he asked for more 30 minutes because someone would be coming. All of this was under difficult weather, until we decided to get help. The associate over the phone transferred me to reservation which didn't connect because wasn't available. So we told the associate at the location that we would go home and try to get another truck and he said that he would call me when he had someone at the office to give me the key. At the website unfortunately we didn't find any truck by last minute so came back to the location which was open and running meaning that the employee didn't keep his word. This completed ruined my moving schedule and caused a lot of stress. I didn't argue at the location about this, by I expect from you guys some sort of response.

Murilo D. 
Rating:
4.0

If the manager showed up with the keys so the employees and customers didn't have to stand outside

Mackenzie C. 
Rating:
3.0

Customer did not leave a comment.

Pavel B. 
Rating:
2.0

U-Haul encouraged me to use the contactless pick up option. Unfortunately, the infrastructure didn't support it and as a result I had to walk down the street to the office where I waited to be served by Uhaul rep. I can appreciate the procedures in place for COVID, but the poor infrastructure by U-Haul resulted in an hour delay in getting my moving van. This resulted in me having to pay for the service elevator overage charge at my condo. Very frustrating.

Ben N. 
Rating:
2.0

You guys need to get organized. This was the most unorganized rental I've ever used. I was sent the three locations to find this truck. I was given no follow up email on where the pick up location was.

Ryan S. 
Rating:
5.0

Customer did not leave a comment.

Sebastiano L. 
Rating:
5.0

Customer did not leave a comment.

Paul R. 
Rating:
5.0

Customer did not leave a comment.

Micheal O. 
Rating:
4.0

The truck was parked in a large mud puddle and the floor of the cab was caked in dried mud as a result. But staff was very friendly and helpful.

Richard C. 
Rating:
5.0

Customer did not leave a comment.

JULIAN W. 
Rating:
1.0

The self check-in did not work. The moving blankets I had booked originally with my rental were not available, the attendants indicated they did not have any and that I should call customer service to figure out on my own where I could find some (from another location).

Neil D. 
Rating:
5.0

Keep smiling as you are 👍

HASSANE B. 
Rating:
2.0

This rental experience with UHaul was a nightmare. A one-way rental from Aurora ended up originating from downtown Toronto. Notified 2 days prior to pick up. Several calls were made to UHAUL office to confirm the charges and that blanket rental would be carried over to the new order. Blankets that were reserved were not available upon pickup. All checkin info and additional driver info was entered online in advance, but still required DL for additional driver on pickup. Very frustrating pick up experience. I don't feel that a $15 discount on the rental was sufficient compensation for all the inconveniences we experienced with the rental process and pick up.

Carolyn D. 
Rating:
2.0

Really disappointed with the pick up process yesterday. Your staff on the ground at this location are absolute rock stars- they work their tails off to try to account for the poorly designed check in process. U haul management in Toronto needs to seriously step up their game- there were 8-12 people waiting in the -7 weather for almost an hour and your slow and duplicative system had your employees taking about 20 minutes per person to check in. This should take 2 minutes- I was watching them enter data in your system and it was not built for speed. The online check in was not syncing with the main database so even when we all pre registered there was still a long wait to complete the process. This caused us to push back our entire 15-hour move in process and affected almost a dozen other people. More to the point, it seems like you had about 12 bookings scheduled for the same time frame which put your front line workers in a serious pinch to get people out the door. Maybe I am missing something but that was not a good day.

john T. 
Rating:
3.0

Customer did not leave a comment.

James L. 
Rating:
3.0

Clerk never told me about the damage on fender till i did the online checkup, lights wiring was broken

LLOYD H. 
Rating:
4.0

Customer did not leave a comment.

Boris I. 
Rating:
3.0

Customer did not leave a comment.

Matt H. 
Rating:
5.0

Tight area to back the trailer into off of the street, but the employee stopped traffic so it went very slick.

Greg B. 
No reviews have been submitted for this location.

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