Terrible experience
Valerie Reagan M.
Customer Reviews for Basso Lounge
(U-Haul Neighborhood Dealer)
Testimonials From Recent Customers
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The location is not the most attractive place. In fact, there was a rat who looked like he'd seen better days sitting on the front step of the office. I think he'd eaten some poison and wasn't long for this world, poor guy. On a positive note, the gentleman who runs the location is very nice and knowledgeable. Lovely guy. We will be back again.
Christine C.Was called one day before and told they didn't have the 15 foot uhaul I reserved weeks ago and confirmed I could still use a 10 foot. When I got there they said they couldn't supply my a 10 foot unless I returned it to the same location. As I was moving cities this was extremely inconvenient, and tripled my mileage as I need to drive it back to a different city and get my partner to follow to drive me back. I was provided no explanation, I arrived at 8am, one hour after open, and within the 15 minutes it took me to get my uhaul there were two individuals who said they has reservations who were turned away without explanation or empathy. Terrible experience. I would like renumeration as compensation for the poor experience.
kyle H.Disgusting truck, overall customer service poor, location without proper identification. Not a great experience.
Alex B.Final receipt takes forever to arrive
Mahi C.U-HAUL must provide accurate information to your custers and only charge the correct amount.
Stella L.Excellent service, Keep doing
Tesfu G.Give me a contract. Don't overcharge me on mileage.
Kevin S.The staff seemed a bit unprofessional
Courtney R.I was charged for a piece of dolly but when I got there, they didn't have it. I didn't want to be difficult so I took the small cart they offered me instead. When I returned the truck the Basso Lounge location hadn't noted the substitution and so I was charged over $150 for missing equipment even though I returned everything. Horrible.
Aaron M.1). Agent was late for my pick up time so I had to call and wait for him to arrive to obtain my keys for the truck. 2). Agent did provide good service 3). During truck return agent had issues with closing the rental on his cell phone. Tried multiple time with no luck. Had to call someone to manually close the rental 4). Had $15 insurance rebated and was told my final bill would be $51.33. This was also told to the person over the phone when agent was asking for help to close the rental. I was there and heard agent tell person on the phone to rebate $15 insurance. 5). Received final bill email. And was charged the $15 insurance when I was promised it was going to be off the bill. 6). I have emailed the contact asking for the adjustment to my credit card. I am now waiting for this service recovery to be fixed on my CC. If I do not get an answer in 3 days I will make a call to corporate.
Ryan V.When I arrived at 8:45 to pick up the trick at 9 am am no one's were there to taking care of us . 9:10 supervisor arrived but the truck was not ready we finally left the location 30 m behind our sched Ps Would be great to be able to get the Sunday services earlier then 9 am at that location
Daniel G.Overall my experiences with this location are always great. The only hiccup I had was that I was scheduled to pick-up the vehicle at 7:00 AM and the attendant was 30 minutes late.
Lori S.Once again, it was an excellent transportation experience with a very reasonable price. Thanks UHAUL.
MustafaHurol K.The morning of my return the manager called 5 times. He demanded the vehicle be returned on time . When I told him my event was running late, and I would not be able to return it on time and he'd have to charge me an extra day, he threatened I'd be charged hundreds of dollars extra. He then threatened me if it was not returned on time he would call the police and report the truck stolen. This is wildly unprofessional behavior and I will not be using Uhaul again.
Alexander W.Dirty truck inside and in the cargo area. A/C was not working, radio was not working. A huge problem with after-hours parking for the truck.
Andrey B.They were 25 mins late
JACK N.I had reserved a drop-off in a different city (as we were moving) and when I got to Basso Lounge was told they didn't have any trucks that could be dropped off at a different location. This is after I had phoned that morning double checking there would be no issues with my reservation. I honestly have never been more frustrated with a customer service experience. The man kept asking me what I wanted him to do about it and if I could come back another day. I told him it was his job to figure out how to make this right. Eventually I got a truck for our move but the entire experience has turned me off of Uhaul.
Marina D.Nothing to do with the location, the guy that worked there was nice and helped get things sorted out. Overall though Uhaul is a disaster. I booked a 15' truck one way at a location that is 10 minutes around the corner from my house over a month in advance only to get told the day before I had to pick it up from another location that is 25 minutes away the day before because it's the only location that has a one way. When we get to that location in the morning the guy working there tells us that dispatch said we need to return the uhaul to that location, even though we were literally told to go to that location because it's the only one with a one way. He told us we'd pay the same price though and get a bunch of extra kilometers though for free as if that was some kind of deal for us. Thirty minutes later he finally gets it sorted out with dispatch and we were good to go, but what a mess. The cherry on top was one of the other guys picking up a uhaul there was supposed to have a return trip 15' truck (which was clearly in the lot) was given a smaller truck and told the other 15' truck wasn't available and that's the best they could do. Clearly there's a trend.
Emmett P.the vehicle was totally broked down in the road.there was leakage inside the truck.i faced so many problems to took that uhaul truck.i never recommend anyone to take that U haul truck.
Amandeep A.A real office space, print copy of contract for client before leaving showing all costs, make sure truck is safe to drive - our dashboard showed the hazmats light on and the rear tire light needed air, the truck smelled and the steering wheel was gross and sticky,
Christopher W.The guy that helped us out was brilliant. I will be back soon. Such an easy transaction
Elliot J.Worst uhaul ever
Kunal P.Guy who checked us in/out was very helpful and easy to deal with. Would return again in the future
Scot F.Someone called me with 1 day in advance and told my truck wasn't available on my pickup location, and forwarded to a new location, he CERTIFIED that my truck will be ready in this new location and I was able to deliver in other city (I'm moved Toronto to Whitby) and when I arrived there, the dealer told me I won't be able to drop off this truck on Whitby, I need to drive back ~60 km to drop off in Toronto (and back on my own to Whitby?!) . I called customer service and my options were accepted this or cancel. Also, I payed for the gas from Whitby to Toronto. If you cannot deal with this business, shutdown! There are a lot of stress with moving stuff and still need to handle this problem.
Leonardo D.Had an appointment to pick up at 0800, had to wait until 0845 due to numerous reservations for the same time but only one person working. Shortly after beginning to to drive multiple warning lights began popping up including checking tires and engine oil. Otherwise no other issues.
ANDREW K.Ask for restroom but not available or ????
IDREES M.The person that I dealt with was courteous and efficient. The cost appears to have been reasonable, but your gas topping up rules leave ridiculous latitude for abuse. (So I overfilled, which I guess means you won a few dollars?) The truck had two doors that did not latch easily and required undue force to properly close. The console warned continuously about rear right door not being properly closed although closure was visually confirmed. I would probably use your service again, despite some misgivings.
Steven B.Previous customer hadn't returned pickup as agreed so we pivoted to roll up van- worked out well. Good guys at Queen location
Peter F.Show all the fees and taxes in advance. The final fare was way above what I was expecting, even calculating the mileage.
Daniel C.Quick, efficient, no fuss management. Pick up the van and drop it off in a certain parking spot depending upon the time.
Jeet T.Communication with the office at this location was not good. I had an issue with the key and it was a list of one problem after another. It took two days and many calls with head office in Arizona to sort out the problem. I never received any detailed invoice and o extended the rental from one month to four months. I will call in soon to further discuss.
Lucia R.I booked a dolly and had pre ordered online, there was no dolly available when I got there. I did not want the insurance either and got charged for that as well. I would not recommend this location or return to it.
Alexander D.I picked up a truck last minute from a remarkable young man has only been in Canada for 2 year. He got me truck last minute…. This has never happened to me.
EMANUEL J.I was one of several people waiting at the 9am open for the attendant. They were 15 minutes late, and needed another 15 minutes to make all the vehicles accessible. Some of the additional equipment (dolly) we reserved was not available.
Frank A.Super easy, thanks!
David G.We were scheduled to pick up the truck at 7:30 am but there was no one there. We had to call and ask for someone to come. That was annoying. When he arrived he was lovely and the whole transaction took no time but it would have been nice if he'd been there when we were scheduled to pick up the truck.
Stephen B.Got the wrong truck type. All the accessories I ordered were missing.
liran S.We rent a truck and a dolly. When picking the truck, I have been informed that there was no dolly available. How am I supposed to do when I count on it to move heavy boxes and furnitures? You should be ashamed! Of course the guy did not give a shit... Worst experience ever. I wont recomment to anyone this location
Christophe N.Starting fuel amount was overstated so I was penalized for not adding "enough" fuel. I drove 36km, put $15 of fuel in and paid an additional $10 in fuel penalties + paid for kms . . . All the hidden and extra fees make this is a terrible option
Jeff W.Everything worked out well for me. Friendly service, no problem with the truck.
Brian K.I would never ever recommend this location. It's in a dirty disgusting alley. The representative wanted to conduct business out of a vehicle. The “office†was a window covered by a carpet. The u haul representative was unprofessional. The entire experience was very unpleasant. I would never use this location or U haul ever again. This company has gone downhill. It's locations and the people who work for them are very unprofessional and not helpful. Although the lady and gentleman who work for the Parker Street location in Belleville were absolutely amazing. They were very knowledgeable and very professional. I appreciated the way they spoke and how helpful they were.
Karen A.This was not the location I booked and it's too far (I downtown) from the location that I booked.
Sandeep J.It was closed at the time of pickup. Waited 30 mins before someone showed up. Vehicles smelled really bad and there was no AC working. Upon return after hours, they ask you to park on the street and pay accordingly. Not a very comfortable experience overall.
Waqas A.Thanks for showing me the returning process.
Jack C.The worst place to rent a uhaul. Not just the guy who works there is sketchy but the process is sketchy that it makes you feel like it's not uhaul, some sort of sketchy local rental shop that you don't know where your money is going. Also still waiting for my partial prepaid amount to be refunded. It's been almost week and a half. Will reach out again and hopefully I don't have to report it.
Daeho K.The individual managing this location on Saturday did not have a customer centric attitude. He was disagreeable and threatened to add fake charges to the rental. Very poor experience from that perspective. The truck was great.
Timothy J.Sofar so good.
jean N.Truck was very clean
Alex C.The 2 guys at this dealership had us out in no time great pice aswell
Hasan Gurbuz A.Thanks again
Marco R.Staff member very knowledgeable and accommodating. Based on a discussion, he recommended a larger truck than what I had booked - excellent suggestion and saved me from a big mistake.
Paul F.Overall the experience was troublesome I have a Uhaul location 4 mins from my house and there were 10' trucks available there on my moving day but I was made to go to Queen St- 30kms from my home for a pickup. The guy was rude and he charged me $15 extra damage protection without asking.
CHARU M.My booking (pick up location) was changed to another location by uhaul for some reason and i was not emailed, texted or called to tell me about the change. When i reached at 320 Queen Street, the uhaul dealer told me about the change that my pick up location had changed - which i was not happy about. However, he had an extra truck available so he was able to help me book another truck which worked out. The uhaul dealer at 320 Queen St was very helpful and my experience a good one. Not very happy with uhauls booking system for not informing me about the change in my pick up location.
HUZAIFA K.I was worried about leaving my car on the road for the time of the rental but I didn't receive a ticket so all was well if possible a bigger working area for customers can make it reach the higher Mark
CLEVELAND D.It was the absolute worst. We booked a 15 ft truck with a dolly a month in advance. When we got there we were told they didn't have it and they tried to send us to a different location that was more than 30min drive away for the truck. When we had no choice but to accept a 10ft truck instead, we still had no dolly. And we were late for our booked elevators! Ultimately had to rent another van and book an additional day to move. Not to mention the guy at the uhaul location never gave us proper instructions and seemed to be working at the bar beside the uhaul at the same time as well.
JORDAN C.I know finding a good location in downtown Toronto must be difficult, but this place was a mess. I suspect many customers would feel intimidated, and even unsafe. Processes were also very unclear. My bottom line review....sketchy.
RANDOLPH T.Called me the night before at 8pm to say didnt have my 20 foot truck.. had to take a 15 foot meaning my move took twice as long and more driving which i had to pay extra kms for! When I arrived the guy had no clue about it and it was a nightmare he was too busy sat watching youtube videos. The truck had old blankets in it he had to remove and hadnt been cleaned. I would never use uhaul again.
Darren P.Actually have the correct equipment which was booked ready on the day. Had to settle for a rolling dolly rather than one which could be dragged around
Paolo D.I returned the truck past opening hours but it was very hard to tell what I had to do for parking. The lot was completely full and I had to pay street parking. I parked behind another Uhaul but it too me a while to figure out if the spot was legal, what I had to pay and for how long. I kept my receipts in case but it could very well be possible the Uhaul employees did not arrive early enough in the morning and that the vans have tickets.
Didier S.More than 5 trucks on site but not one moving dolly (which we booked ahead of time) and they only told us when we arrived. Simply not acceptable for a company that rents out moving equipment. Truck's steering alignment is also way off. I had to drive with the steering wheel 30 degrees to the left to go straight.
Alice L.Return was easy and quick
Derek O.horrible scary place
Mohammad B.My reservation at the first pickup location was not processed correctly (despite someone calling to confirm a few days prior). I had to go to this location instead. Employees were not responsive over the phone and couldn't locate my new reservation. It took extensive back and forth to finally get a truck, only to receive a call a few minutes after leaving asking if we were coming to pick up a truck. The colleague helping us didn't match my reservation number to my file
Carolyne B.Requested a dolly but one was not available. While it was removed from contract, I wasn't notified. When booking I asked to waive insurance but was still charged for it on the final bill, I still don't know why.
Eric R.Hussein was very good to deal with: courteous, professional and prompt.
Denis F.