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

749 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
Special Operating Hours
  • 7/1/2021: Closed

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
Special Operating Hours
  • 7/1/2021: Closed
  • 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:
1.0

I was charged for $9.37 in gas when I actually returned the truck with a higher amount of fuel than when I picked it up. I had pictures of the instrument cluster when I picked the vehicle up and when I dropped it off and clearly the invoice I received by email was falsified as it showed lower fuel than when I picked it up though the odometer reading was correct. This is a scam and this location is scamming innocent people.

JUSTINMICHAEL B. 
Rating:
3.0

Customer did not leave a comment.

John G. 
Rating:
5.0

The truck was not swept out between rentals

GERINE D. 
Rating:
5.0

Customer did not leave a comment.

Ryan L. 
Rating:
5.0

I rented an appliance dolly and it was not supplied, which was a hassle

GERINE D. 
Rating:
4.0

Hi I supposed to pick up truck at 9 a.m. when person show up at the store it was 9:15 and he said they're open at 9:30 which is not acceptable when I booked my time to pick up it must be open thank you other than that everything was good

mohammad P. 
Rating:
3.0

Reserve a truck at the requested location at the requested time.

Sean C. 
Rating:
3.0

The truck could have definitely been cleaner - looks like it wasn't washed in a while (yes he sanitized) so that was pretty disappointing as I've rented before from other locations and they are very clean.

Remy C. 
Rating:
5.0

Customer did not leave a comment.

ROBERTJ S. 
Rating:
3.0

Just dropped of truck after hours-was happy that was an option.

Rowena I. 
Rating:
5.0

The guys were friendly, fast and easy to talk to very professional

Keith R. 
Rating:
5.0

Very efficient and seamless process for pickup and drop off

Ashwin A. 
Rating:
2.0

They didn't give right infromatin very poor

ENOK G. 
Rating:
5.0

Customer did not leave a comment.

TIMOTHY W. 
Rating:
4.0

Customer did not leave a comment.

KEVIN F. 
Rating:
5.0

I booked the truck one month in advance based in a location closed to me (distance and opening hours) and I made all the plans for my moving accordingly. Two days before my moving I was contacted and forced to pick up the truck from a location 7 miles away from where I originally booked it and that opened later. In addition to that I had to return the truck to the same location because the one I chose in advance was not available!! I do not have a car, I moved 40 miles away from the city, I was not able to return the truck the same day, I had to pay to park the truck overnight, I had to pay UBERs as public transit was not an option, The credit offered me to me did not cover all the extra costs I have to paid!! all the logistics of my movement were ruined, my movement was more expensive and more stressful thanks to the horrible customer service provided by U-Haul, why you offer something that you cannot commit to? Don't you care people's plans?

ERICK R. 
Rating:
4.0

Customer did not leave a comment.

Omar L. 
Rating:
2.0

Equipment was delayed, poor communication after hours, didnt end up using any of the equipment

Samantha W. 
Rating:
5.0

Very good experience and better than my last uhaul experience. Good price, good help from the owner.

Alexander R. 
Rating:
5.0

Great customer service.

Omar M. 
Rating:
2.0

Contract stated fuel was full, but was in reality only 3/4 full. Took a photo and submitted as proof with UHaul app but still charged for 1/4 tank of fuel on return. UHaul has no record of the photo from the UHaul app and photo was not saved to my phone. Make sure you take your own photo of the dashboard on pickup and don't trust the UHaul app!

Colin M. 
Rating:
3.0

Location staff was nice and helpful when I arrived even though I was struggling to deal with the online pickup process. However the booking process was a frustrating experience. Booking with the location, I booked a one-way truck. I had additional questions and and was sent to Head Office where I waited on the phone for 30 minutes. I confirmed my booking with the agent and then was sent to scheduling which I waited for another hour. Then this agent told me a one-way truck was impossible to book and that my booking was wrong. So the prices were wrong and I would no longer would be able to book my one-way trucks which was a major inconvenience. The online dropoff was also not enjoyable. It required so much setup and did not immediately work. It made me verify my device twice through email and then it changed settings on my phone and was then inundated with a long process of questions. Absolutely did not enjoy the online experience and it was very difficult to understand what I needed to do because I didn't understand what to expect. I did appreciate that I didn't need to download an app and just used a browser on my phone.

Johnathan L. 
Rating:
5.0

Customer did not leave a comment.

Carolyn G. 
Rating:
5.0

Customer did not leave a comment.

Emma B. 
Rating:
5.0

Due to the location being in a busier location the cargo trailer was difficult to access. However, the staff was extremely nice and helpful. They went above and beyond and were very fast and efficient.

Fahad R. 
Rating:
3.0

The web check-in is an absolute embarrassment. After checking in online the night before there is absolutely no reason I should standing in the parking lot waiting for over 20 minutes for someone to review and approve information such as my drivers licence which could have been approved either when I originally booked the rental, or when I checked in the night before. It also seemed that the system had no memory of things I had already entered. I must have scanned my license over 4 different times, and submitted my alternate contact information 2-4 times. All this only to be on hold with someone until I eventually gave up and did the in-person check-in which was successful. Fire whoever programmed the web check-in because they clearly had no idea what they were doing.

Cameron D. 
Rating:
1.0

Customer did not leave a comment.

Karen H. 
Rating:
4.0

Customer did not leave a comment.

Andrew M. 
Rating:
5.0

Paul is very helpful and friendly. Great service.

THICAN N. 
Rating:
4.0

the location was convenient. I was treated politely and efficiently. Unfortunately, the cost was significant, but I racked up ~60 km; wish there had been a better rate. I will return to this location in the future.

Paul K. 
Rating:
3.0

I was supposed to use the mobile check-in/check-out system, but nothing I did with my phone settings made the site recognize my location, which was a hassle. Also I would say the van I rented needs its brakes checked—whenever I had to come to a stop the steering wheel shook and it felt like they might fail, which made for an occasionally terrifying experience.

Lindsay A. 
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. 
No reviews have been submitted for this location.

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