Customer did not leave a comment.Oleksandr V.
Customer Reviews for The Box Shoppe
(U-Haul Neighborhood Dealer)
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.
Opening the lock box was very difficult, it took many attempts. Tried to call the number listed during the online checkout process but the number was out of service. When we returned vehicle we could not get the lock box to function at all. Fortunately someone was there to take the key. I mentioned a broken mirror, and the person there said "yes we know about that"--my sense was it had been that way for quite some time.Edwin H.
Customer did not leave a comment.Julia S.
Drop off location was crowded with many other UHauls. Difficult to figure out where the vehicle was to be dropped off.Omar K.
Truck was very dusty and dirty but otherwise the whole transaction was smooth and easy and customer service was goodGendi L.
Give a heads up in the email that there is a 20-30 check in/verification process for mobile pick up, and that they need to have two people ready to verify them.Cassidy R.
Customer did not leave a comment.Xiaobo S.
Dropped off after hours. Tight location with little guidance and charged me extra day because they didn't get to check my returned truck until after 10am the next day...Alex L.
Customer did not leave a comment.Jeremy B.
I booked a different location than this one, and calculated my budget accordingly. Uhaul then changed my pickup location which added to my bill since it was further than the initial location - I ended up paying more because of this. I also booked a dolley but when I got to the location they didn't have one. This was very disappointing since it made my move much more difficult. If I had known they wouldn't have a dolley, I would have arranged to rent one elsewhere. Really disappointing.Jonathan B.
All I had to do at this location was basically parked the truck so I don't have much of an opinion. The person I dealt with seemed kind but location itself look like a dump from the outside. I never went in the buildingwill M.
Don't give us a truck with a flat tire.Trevor L.
So much confusion in this order. My truck reservation was given to someone else, but my credit card was charged. Then when we arrived looking for our 10' truck they didn't have any for us. Had to get a different size (luckily they had something) and was charged again. To date my refund on the first rental that was charged in error hasn't gone through, so now I need to spend time following up on this error.Pauline G.
Chatted with them the day before to make sure everything would be ready for my pick-up 8am the next morning. They assured me everything would be ready to go. When I arrived, the truck was buried in the back of the lot, hard up against a wall with zero clearance in the rear and 18" in the front. After wiggling the truck out I had the "pleasure" of having to navigate it thru other trucks with literally 2" of clearance on a 20" truck! I had to hop out the window and onto another truck to get down a judge whether I could slide it thru. Took me half an hour and got it done without ever touching another vehicle. But definitely not the way to start a long day. And poor showing by The Box Shoppe who clearly didn't give a crap about customer service.Walter T.
Air-conditioning in office.Sherri C.
A lot of steps before getting the truck and when returning it online! The key in the box was not the correct key. Customer service wait time is 1 hour!!!!! Terrible experienceModar H.
Nothingâ€¦excellent service!James T.
Customer did not leave a comment.Benjamin R.
Location did not have the equipment I reserved and we had to spend $30 in Uber charges to go to another far away location where the service person was not around. After waiting around the service was slow. By the time we finally got a vehicle, we lost half the elevator time we had (elevator booked for 2 hours but only had 1 to move things). Very disappointed with the Uhaul service.Angela M.
Customer did not leave a comment.Hugh M.
Customer did not leave a comment.James T.
Light dim Tie down hook up at the front left was broken off Recommend w caution, close byTUAN P.
I didn't have a very smooth process with my rental, unfortunately. I ordered a truck for 9am mobile pick up prior to the location opening at 10am. When I arrived 10 mins prior (per the instruction) to do the mobile truck pick up, the system told me I had a "in person" key hand off scheduled. I sat on the phone with uHaul for 30 mins, and they had to readjust something on their end in the system to reflect the mobile pick up. I then was able to login in to get the key pick up instructions, and when I opened the lock box, there was no key. I had to then wait for the location to open, and then got my key and truck, but there was a flat tire, so I had to get another truck. Overall I was 2 hours behind schedule getting my truck. I hope next time will be smoother.Ivars K.
Customer did not leave a comment.Prahalad V.
The truck had a piece missing out of the roof, which was not brought to my attention. The truck was FILTHY. Wiping the dash & steering wheel, the paper towel came up black. I am shocked that the equipment is not cleaned between uses, especially during COVID. The passenger seatbelt did not work properly. The rep explained to us that the first 100km were free and we would be billed for every kilometer over 100km but the receipt billed us for the FULL number of kilometers driven. When I called the rental office they would not honor their contract. I called head office and explained the situation to them and they promised they would call back within 72 hours. I waited 10 days for their call back and still have not received one. This is very dishonest business.Kelly S.
I was over chargedPABLOMICHAEL JES N.
Customer did not leave a comment.Michael M.
Customer did not leave a comment.Nick S.
Gave me a broken truck, delayed my move by 24 hours not to mention putting my child and myself in danger by giving me the truck that they gave me. M'y credit card could not be processed by their machine. No apparent reason why. I had to call someone else for their credit card even though mine was perfectly fine. The whole experience was awful and stressfulDanielle B.
Everything was easy and great, except there was an unexpectedly long wait time to pick-up; it seemed like they were understaffed.Alexandra S.
The van you rented to us had a flat tire.Michael R.
Just clean and Windex the windshield inside Other then that there was no problems at alltracy M.
Location was horrible. Truck had no gas and was filthy. Charged more than what is in my quote - still have to deal with that. Blankets which I ordered were not available at the location - had to drive to pick up and I was charged a cleaning fee.Andrew C.
Customer did not leave a comment.Vishank M.
Customer did not leave a comment.Zeyu X.
Customer did not leave a comment.Laureen W.
Awesome ..keep up the good work! Would definitely use this location again..Thanks Adnan! Peter.Peter H.
Customer did not leave a comment.Thaddeus D.
Customer did not leave a comment.BENJAMIN R.
Customer did not leave a comment.Andrew D.
When I arrived at my original reservation, there were no cars available for me. I was forced to get a larger vehicle than I desired and I had to commute via taxi 30 minutes to get to the other uhaul location.Alexa B.
The staff was pretty helpful when they arrived. That being said I used the 24/7 pick up option and although I found my key in the lock box my van was blocked in by three other cars and I had to wait over an hour till the shop opened for me to get the van. Very frustrating.Mike F.
Improving on better customer experience.Inderpreet S.
A highly disorganized location. Vehicles not prepared or accessible at time of pick up. A lot of confusion regarding online reservation.Geradus V.
Van was dirty, had sand in the back. Error with the invoice, though I stayed for 30 minutes after the rental to fix. All in all, not a great experience and would not recommend.Zhe Z.
Initial location for pick up just didn't open that day - and we had to move to a further location for pick up that day.Anthony I.
No parking for me to leave my car. I asked the attendant where to park and he just shrugged. Trucks are parked everywhere and it's hard to get to the door. Beyond that (and more infuriatingly) - UHaul changed my online order from a far more convenient location and a one-way trip to a round trip at this location. I booked more than a month in advance. What is the point of having an online booking system if every booking gets changed like this? The booking start time also changed, and was a challenge due to the moving window we had booked with my building. Overall, I was VERY inconvenienced by these changes and that gave a very poor impression. None of these changes were communicated by email - only by texts and phone. As I was out of town when those were sent, I didn't receive them in time to reject or find a better solution for the changes.Michela C.
Our booking confirmation told us to go to the Parliament location. Underground Computer or something. We arrived at 10:30am, 3o0 minutes early for our 11am appointment. We stood in line for an hour and at 11:30 the agent working told us we had to go to the Gerrard location. The Gerrard location was excellent.KEVIN C S.
The service was very good at this location. The location is very good for us. We recommend the location but the vehicle was dirty. The seats were grubby and stained. The passenger side seat had debris on it. We put a bag over it before using that seat. There wasn't any windshield washer fluid and the windshield was dirty, which is a bit of a safety hazard.Catherine B.
1. My location was changed without my consent, so 30 to 45 minutes was wasted 2. When i reached the location, the trollies that I had booked were not their, which meant we had to try to find them on other places which also not only wasted further time but also meant we had to carry stuff and one of us has pulled a muscleAhmadBilal K.
Customer did not leave a comment.Maciej K.
My reservation location was changed without notifying me. I had to take an Uber to a different location after being dropped off. I was told the only way I could have known was by logging in to check. Why didn't you email to tell me it changed! Super inconvenient.Christopher C.
It's the service you guys miss out on. â€¦I booked my appliance dolly with the trailer. When I arrived I was told we don't have it, someone else took it. With a reservation, I asked? Nope. He just came before me. So I'm told I have to go to another location to get it. I will expect a discount, of course, I added. Nope. NO?? So I'll need to do your job and still pay full price? â€¦imagine if I asked him to make my Gelato. Or deliver to my customers. That would be weird right, cause it's my business? It would be soâ€¦do YOUR job when a customer comes in and I'll do mine.Scott M.
From the time I walked into the office the guy ignored me, didn't even make eye contact to tell me I'll be right with you. the service on that location is very poor ..... the guy didn't even know what he was doing seems lost unfriendly..... will never go back again ......evangelia L.
I ordered a dolly when I preordered a truck online but the person behind the desk did not check my order properly and asked me to show him my order twice which I get that sometimes there could be misunderstanding. I wanted to confirm the order since there might be another mistake on my order shown on their system but he asked why and if I did assume he charged me extra then I was wrong. I gave me the receipt and I asked about the dolly and he was like he did not charge me for a dolly and he cannot change the order which he already submitted and cannot provide me a dolly which I needed. He ended up letting us using a dolly for free but I still think that he could do so much better to make our experience better than this. Very poor customer service and the truck itself was not clean neither (with a bundle of stuff from other people's move). It is just sad experience ever happened to me.Jeremy O.
Customer did not leave a comment.Sabrina R.
Very friendly and helpful customer service. The rental agents were very understanding of my situation and helpful with advice and support Would definitely recommend!Matthew D.
Charged me for 102 miles instead of 12. I've noticed a mistake immediately upon receiving the invoice from the u-haul. Called the location to correct it and refund me for extra 90 miles. Representative told me to call customer support and said they cannot cancel the transaction.Mykyta N.
Nothing, was a good experience.Ricardo R.
The location was a mess, the vehicle was very dirty and had many non functioning parts like the side mirrors.Dale S.
First time was hard to pick up the truck on my own. I needed to call the 1-800 number for help. They were very helpful, but the method for picking up the truck is not user friendly as in i could not have done it on my own. There is no disclaimer that says if you are late to pick up your truck that their will be difficulties with the 24/7 truck share. I was only 10 minutes late and the app said I was ineligible for 24/7 truck share. Picking up the truck was very difficult. However, returning the truck was very easy. I would use Uhaul again, but for anyone new, it is very hard. This location was very kind and helpful but I could not pick up the truck on my own with no assistancealice L.
Customer did not leave a comment.Nikola S.
Customer did not leave a comment.MOUNA A.
Got unnecessary charges on the bill and was told someone would be kn contact but no one has contacted me and I have no received my deposit backOmar N.
Have the cargo van being rented easier to get out of the parking lot. Thanks again. The gentleman was very helpful!Josephine M.
Customer did not leave a comment.Sanjo K.
Customer did not leave a comment.Alexis A.
Couldn't extend reservation easily by calling or online.Frederick F.
Pickup was disorganized and the wait to get served was longâ€¦seeing as I had booked for 11am When I returned the truck â€¦ I had a long wait to be meet and when I asked if he wanted to check the truckâ€¦. He just said NO. It seems they have lots of customers and not much in the way of customer care. Thank you.Richard B.
Not charging the right fee.PeterHuuBuu L.
Easy & efficient!Garth W.
Truck was totally fine but customer service attendant was very unfriendlyKaley D.
I had booked two Dolly's online but when I went to pickup, there were none available. The pickup store reps simply put their hands up sayin that it was not their responsibility and that it was a first come first serve basis. This is utterly unprofessional and leaves the user with no option. Will not rely on using U-Haul next time for sure!Tejasvee P.
I will never use or recommend this location. Very poor customer service.Kelly A.
Customer did not leave a comment.Prity B.
Interior was very sticky and dirty. One of the furniture pads that I was provided was soiled and smelled like cigarette smoke. No dolly was available.Colton J.
Customer did not leave a comment.Joshua A.
I booked online for 320 Queens Street location. The place just didn't open. Took me 2 hours to look for a new car. Super annoying and ruined my scheduleJoseph L.
Customer did not leave a comment.Viplove M.
Customer did not leave a comment.Gordon R.
Every thing went well. However during these pandemic times you would think that at least the cab of the truck would be wiped clean and disinfected.STEWART G.
Good selection of vehicles. No contact pickup and drop off worked wellNicholas O.
Reserved an appliance cart ahead of time. Was told that they are on a first come first serve basis and there were none left. they know how to take a reservation. They just don't know how to hold a reservation. Also, I received an E-mail saying my reservation had been changed to smart phone pick up. I ordered a pick-up in person at the desk for a reason, I don't own a smart phone and I don't appreciate the pressure to use one. That location is a dump.John G.
Was good service and easy pick-up/ drop-off. Van was dirty and I found an opened beer bottle in the front seat. If I hadn't found that and been pulled over I would have been extremely upset. Not impressed with the vehicle's state of cleanliness.Claire P.
Customer did not leave a comment.David M.
BETTER INSTRUCTIONS!Keyes H.
Customer did not leave a comment.Michael D.
Experience was ok. The pickup and dropoff app was tedious, long, frustrating and glitched out, but it was nice to have the option to have service after hours. The location looked terrible - it was a small lot beside an abandoned building. Very dirty and tight spaced.Christopher J.
in your instructions on 24/7 return you are telling people to drop off keys at 1301 Gerrard - this franchise is ONlY at 1355 Gerrard -they moved / sold / whatever and so it is for you to rewrite return instructions please for convenience of all.Kristina N.
Customer did not leave a comment.cameron K.
Easy process, and friendly staff. Puzzled that the bookiing infomration provided has to be re-entered at time of pick-up. Also puzzled that a second phone number is required at pick-up time. I did not have a second phone number so I made one up and that was accepted. I think U-Haul overall need to re-think their booking software.Michael H.
This comment is not regarding the location at all. It is more for Uhaul and their policies. My location for pickup was changed 3 days before without notice and then my day had to be rescheduled to allow for me to go further to pickup the item. The day I go to pickup the truck, my pickup time was changed from 8am to 3pm with no prior notice as well. Luckily the location was able to give me a 15 ft truck when I arrived. I have read it is very common for locations for pickup to change 3 days before, which is extremely frustrating. Luckily I was able to get to that location, but what happens if someone can't? Why the pickup time changed, less than 24 hrs before planned? The location was busy but the customer service was great and I am extremely thankful I was able to get a truck when I showed up. So thankyou The Box Shoppe.Larissa F.
Customer did not leave a comment.Brendan B.
Trucks a little cleaner would be nice.Tim D.
There was no one there to help despite opening hours. The trucks were strewn all over the place making it difficult to find your vehicle. It was chaos for me and a couple of others there. The online check-in process is complicated - it needs to have some form of tutorial for the renter to prepare for what they will need to do when checking in.Tim M.
Customer did not leave a comment.Phiraveen S.
it was conveniently close. I didn't go in however there were trucks jammed all over and the office seemed to be quite run down. I would hesitate to pick up a truck here thinking I'd have to wait long as they move all the trucks aroundsusan Y.
As with all urban U-Haul yards, space is a premium. So I love that my van was pulled out from the cramped masses of trucks the night before. I also loved the relative ease of renting and returning my van using the 24/7 web app. It was shockingly reliable! My only wish is that the owners/managers of this location make the office/key pickup/drop off area feel cleaner, safer, more welcoming. Now it feels like a junkyard. With a bit of attention and not too much money it could feel like a Timmy's or McDs.Michael E.