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Customer Reviews for Basso Lounge
(Distribuidor de U-Haul del vecindario)
Testimonials From Recent Customers
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The experience today was not great. It was my first time at this location and normally my previous experiences with Uhaul have been wonderful. They always had great service and the truck and supplies that I need for the day. This location was really run down and didn't have a storefront. There was no one there for at least 15 minutes, cutting into our rental time and leaving me and 2 other customers not knowing what to do or who to contact. The number on the door was not assigned so we didn't know who else to call but the generic Uhaul number. When someone finally showed up, he wasn't wearing a mask and informed me that there were no dollys available and can only offer the van. I had made the reservation way in advance and everything was all set. There was no email to me as the days went on indicating that there were any changes to my reservation, so I thought it was safe to assume that everything was still reserved and set for the day. I did chat with Martha and she was kind enough to confirm that I was not charged for the dollys that I had reserved for the order. When I went to drop off the vehicle, the final charge made no sense at all as the base price for renting the truck was $39.95 and that was with Collision damage and Safe trip added. I had to change my upcoming reservation to another location because it was disorganized and I don't think I will rent from that location again.
KaMan Y.Only one person operating the location. I waited for 40 min. also I asked for 2 dollies and 1 furniture pad which I didn't get. the person at the location was extremely nice and tried their best, but your policy needs to change. how come you can't guarantee the equipment availability? why should I use your services then?
Radwan A.Show up on time
Amir E.It took 45 minutes to get my van as there was one person infront of me. Wrong dolly and Mia charged for gas.
Michael L.First zen to 120 CherrySt location, where the employee was very rude and unprofessional. Told me they don't have a truck I booked (I wasted 40 min to get there), then said you should go to another location, took me another 20 min and taxi cost. At 320 Queen, it took 25 min to on-board me with the truck. The truck smelled like cannabis inside, dirty, and had no windshield fluid, that made my driver absolutely unsafe. I probably had the worst experience renting a truck ever. Gracias
Dmitry R.Owner/Employee at this location was very friendly and extremely helpful. We got the vehicle quickly and had no issues with the van. Would definitely recommend this location to others.
PETER M.This entire experience has been absolutely absurd. The gross incompetence of your customer service and staff is beyond compare. The disregard for customer satisfaction and meeting reservations is truly absurd. I would never recommend uhaul to anyone and will actively advise all to avoid. How can you improve? Have the equipment reserved and rented actually available. Staff offer no solutions or help, offer incorrect information, and result in astronomical additional fees to the customer. This ridiculous experience went from a $29 rental to a $570 charge that is entirely the fault of your staffing. Someone will need to follow up with this response IMMEDIATELY to rectify.
BLAKE D.In and out in a flash drop off was quick and easy great location
James H.Love this dealership they are very personal able
Kenneth K.This is very good location to easy pickup and easy return, the service is very nice and excellent. I got the price that never had this in other company, This is the best experience in my rental U haul truck. I would recommend it, this U Haul and service are the best.
chunhui S.Great service
Jack B.I had a great experience and Samuel was very professional so I was very happy and super satisfied
Alejandro D.Generally a good experience. All the guys there were genuine and honest.
Patrick N.Customer Service! The guy I picked up the truck from was good but when I dropped it off, I got a lot of attitude from the uhaul employee. I had parked partially on the sidewalk thinking that was ok because I didnt know how much I could park on the street in that location since i dont know the area. When the uhaul staff member saw this, he came out to berate me for parking there instead of just asking nicely if I could move the truck. I wont be renting from that location again - you need to train these guys to have a little civility around people. Gracias
Albert C.Please ensure the vehicles are clear of previous users materials. Mine had a few empty boxes in it. Also smelt a little possible due to a prior user smoking in it.
Matthew H.The drop-off location is little more than a tight alleyway and only a small, poorly lit sign indicates that vehicles should not be driven into the vehicle storage area. After arriving at night and not noticing the sign I was greeted by the service person who with a lot of attitude threatened to charge $25 for the inconvenience of a vehicle that is parked incorrectly according to the sign. With no fuss whatsoever I immediately helped park the vehicle on Queen Street, and have now discovered a $25 charge from U-Haul for "cleaning". I don't know if the charge is legitimately for cleaning or if this is the service person making good on his threat. Either way not impressed at all, and I won't be paying the cleaning charge voluntarily. Avoid this location.
James S.- A quick tutorial on how to use the truck would've been helpful. I couldn't figure out how to move the seat forward or adjust the mirrors. Also - The truck was turned on by the employee and I couldn't figure out why it kept beeping when I turned it off later (it was because of the light) - a small lock for the back door of the truck should be provided free with the uhaul - PRO: the employee was very nice
Selma A.Great staff
Drew B.Samuel was just awesome when we picked up the truck. Everything we had ordered (pads/dolleys) was in the back, neat, and clean. Upon returning the truck (earlier than planned as the move went so smooth with the help of Hogan Boys), Derrick was terrific. Both Samuel and Derrick provided professional, efficient, and friendly service. I would definitely recommend this location to anyone who needs a van or truck rental.
Mark S M.Honestly, best experience ever. Would recommend 10/10 the employees were amazing and very helpful!
ALEX B.Reserved vehicle was not available. Replacement vehicle was dirty, had empty tank of gas. Overcharged for mileage. I've used this location many times before and it was acceptable. But after this scam, I won't be going back again. I'm submitting a complaint.
Evan S.My billing was incorrect - I need this to be corrected, but haven't received a response yet.
EDWARD M.Very nice experience to deal with UHAUL
Volobymyr K.Clean on the inside, but brake warning light was on + a warning about tire pressure. Drive was ok. The fuel tank was not full (unbeknownst to me) when I picked it up, and it cost me an exorbitant amount of $$ to fill almost 24L for a 47km trip.
Balvis R.Kick ass location and their prices are cheap
Mohammad A.Although the truck was dirty when I arrived the attendant immediately cleaned it.
Warren T.Bill was completely incorrect and still not fixed after contacting the location. Cannot get ahold of the location in a timely manner.
spencer M.First of all I showed up for my reservation @330 nobody was there until 415 pm. I was only able to pick up the car one hour later than I reserved. And it was getting dark for my moving. Second , I Didn't order collision damage when I booked my equipment but When I received my bill I realized I was charged for. I would like to have that refunded. You can see my original reservations.
Ruairi H.The van only had a 1/4 tank of gas upon pickup, so it was difficult to gauge how much gas to put in for our trip and return the same fuel level. We ended up returning the truck with 3/4 of a tank so we actually added gas, which added an extra cost for us.
Ivan M.The drop off location wasn't one I had picked. It was 25 minutes away. When we called a closer uhaul they said they would could drop off our truck there. And then when they got there they said oh never mind you can't we would have to still go to the now even farther one. Just got a bill the next day for 70 dollars. For extra gas and miles. THIS IS COMPLETELY UNACCEPTABLE. We only had extra miles and needed more gas because uhaul gave us the run around.
Aileen M.These guys are total trash. I walked into the office, the guy was smoking a cigarette and quickly told me to get out. I asked him to extend the Uhaul, which should have been fine for the 24 hours (I could very clearly see that particular truck was NOT booked via the online docket) and told me it was actually booked for 12, when I had it reserved until 1. I'm sure the site didn't double book the truck, he was obviously lying. The state of the truck was disgusting. Garbage all over the place, stuffed underneath the seats. Cigarette butts-all of this photographed. He didn't give me the paper contract-but stated if I gave the truck back with a quarter tank he'd ‘give me a discount'. The amount of gas which was in the car was far less than what he had shown me on the contract, And considering the mileage I put on it (42kms, nothing) â€"he clearly didn't and I put MORE than what was required into the vehicle before dropping it off. I have photos, and a receipt from the esso I refuelled at. Ultimately I had to keep the vehicle late. I Dropped it off that night and didn't even feel like arguing with him. He never called so obviously no one was in dire need of anything. I've dealt with these guys before. They're just grimy. Sleezy, unprofessional, rude, and they look like they don't bathe. My bill for the trip in total came to $222… I haven't even received a formal receipt yet, but I'm definitely looking forward to disputing it. It pays to document everything at Uhaul. Especially with the Basso lounge people.
PETER B.Short staffed. Waited for almost an hour to pick up van. Followed up for my invoice 2 days after the rental date but still haven't received a copy.
Meisel B.They didn't have the size truck I reserved so they gave me a larger truck but said I would only be charged what I reserved....but that's not what happened. Got charged for the larger truck. Trying to get a credit for the difference.
Carolyn M.The location was fine. My promised reservation wasn't met and I personally had to run around the city for 5 hours fixing this fucking mess.
SHAWN C.The customer representative was awesome to deal with! Great experience.
MOHAMAD H.I haven't yet received my final bill. I returned the truck yesterday.
John W.Signage needs to be clearer.
Timothy F.The service was unprofessional and slow. The vehicle wasn't ready and they didn't have the equipment ready as ordered including the dolly.
Bryan M.Guy who gave me the car van was super rude, my van was full of previous parking tickets and the wing mirror was broken
Christopher G.Exceptional service, guy in the office was very fast efficient, went out of his way to send us on the best route, I think his name was Samuel
Jorge R.Great service
Alfred A.Your online and actual pricing don't match with each other. When I booked the car online the estimated charge was around $50, but at the pick up location they charged me $127.
Vadad R.Samuel is amazing
Kristyn N.Self check in was not working so I waited from 7to 8am. Then the Manager forget keys of all vehicules in the first car he handed over. As a result I had to wait an extra 90 minutes for a total of 2.5 hours delay and then pay my movers helpers an extra 120$ . The trucks were used to store some motorbikes in reparations.
Nicolas R.Great experience, easy check out, very nice and friendly staff. I would absolutely return next time. 10/10
kevin C.Rude customer service - thinks that just because you are giving a discount that it is okay. I would much rather pay more for better service, less stress, and more convenience.
Brandon L.Great service, very friendly and helpful staff. Shout out to the crew that worked on Saturday November, 27th, 2021! I believe their names were Sam and another gentleman in the afternoon. All-around superstars :)
Vanessa L.They did not have a car I needed. I was downsized. I ordered pulley and May's. None were available. I waited an hour outside for a car with very little information. Crew at 10am left for 20 min without saying anything. I got my car at 11 instead 10am. I booked the car for 5 hours. At 2:50 a very rude U-Haul employee called demanding the car back. When I tried to explain what happened he blackmailed me that he would charge me two days.
Grzegorz S.I was informed that the key to my truck was missing when I went to go pick up the truck, and had to spend an hour waiting for a new key to be cut. Massive waste of time on a super busy moving day.
Phillip W.The person who gave me the vehicle seemed really friendly, but I drove the U haul for 10kms and was charged for 115kms. If this turns out to be a genuine mistake I might change my ratings. Until then it's going to be 1 star
AKASH DEEP M.The truck we reserved online wasn't available at the location we asked for so we had to go to another location. When we got there they didn't have the truck we needed nor did the have the moving blankets or dolly we needed. As wel the truck was 1/4 full so we had to get gas before driving out of town.
Brian E.Guys here were super friendly. The trailer was out ready for easy pick up and drop off was also a breeze. I will definitely recommend Basso Lounge to my motorcycle friends in need of a trailer.
Adele M.The owner of the location came 40min late. There was a line outside the uhaul location waiting for the guy to show up. He made the process slow.I had an elevator booking for the moving and I missed it for not being on time, just because the guy showed up late. The van was extremely dirty and damaged. The rental agreement showed a different gasoline measure bar. Horrible experience. This was my 3rd time with uhaul and the last one.
ROMARIO R.This place is the best UHAUL so far
Erin V.Service person was friendly and helpful BUT had to wait in line for an hour only to then be told the cargo van I reserved was not available. Can't recommend a place that takes a reservation and doesn't communicate an issue like that ahead of time.
Brandon K.Waited an hour from our reservation time to get to the truck. Was charged an additional $15 for coverage that I had declined. Was refunded quickly for the $15 which was nice but then they charged me tax on it when it should have been refunded. Overall was surprised by uhaul's unprofessionalism.
Koren L.Completely disorganized, untrained staff, no professionalism.
josh M.This is the second time in about a week that there was an issue at this location. This time I reserved 2 furniture dollies and only 1 was available for me. What's the point of a reservation when Uhaul just claims they can only give what they have available? The whole point of the reservation is to hold that item for the order that reserved it.
Ross M.Your employee was super late, my reservation was 8AM, I got the Van at 8:45.
Anderson N.I checked in online thinking it was going to be faster. I waited for the representative to look for keys and check the uhaul which took some time. Location is great but check in could have been a little better.
Ralph R.Everything was taken care of. Great service offered by the Agent.
Ralph P.The Uhaul office is in the back of a parking lot and the parking lot of gated off. All Uhaul vehicles are stored overnight on public streets. I returned a vehicle after hours with no damage. Location charged for damages, but no notification given, no reason or explanation for damages provided. I called the dealer, and they sent me to voice mail, only to text me a couple of minutes later saying he was too busy to talk. I requested a callback and explanation for the charges. No one responded and no callback was provided. Now my calls get sent straight to voicemail when I call back. If vehicles are being damaged by being parked overnight on public streets after being returned, the owner should not be charging customers for their own negligence.
Jonathan O.No Dolly's. I reserved two with the truck and was informed there was none left when I arrived to pickup. Staff member called nearby location but they were also out. Was too late for me to source from anywhere else and was left to move with no Dolly at the 11th hour. Needs improvement!
James P.I've already reached out for support regarding my reservation, and am waiting to hear about my refund/ next steps. The vehicle gas tank was on empty - barely had enough gas to get us to a gas station to fill up. The cab had water all inside the door handles and floor + seats, so we immediately were uncomfortable after the 1.5 hour wait standing outside for the truck. I'm looking forward to hearing back regarding this reservation - if I don't hear back by the stated 72 hours (tomorrow, November 16th) I will be contacting customer service again. Thanks, Brianna Premo Reservation# 24481940 Original booking was from 456 Parliament Street and changed to 320 Queen Street East, Toronto ON due to not having any vehicles available, when I requested one a month in advance.
Brianna P.