Had to wait 45 minutes before I could leave with the truck. One headlight was burnt out. Check engine light was on. Driver's side mirror created unsafe driving condition as it tilted down every time I drove over even a small bump in the road. Had to constantly fix that mirror while driving. You get what you pay for.
Timothy K
Customer Reviews for Basso Lounge
(U-Haul Neighborhood Dealer)
Testimonials From Recent Customers
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Everything was great, the service was quick and simple
ISSA OWhen we got there, the truck we had reserved was not available. We were told to take a larger or smaller truck, neither of which were ideal. We ended up taking the larger truck after waiting about an hour for someone to return a truck in the size we booked. I believe if for some reason the truck reserved is not available, the least that can be done is to keep the same rate rather than telling us we had to pay more for the larger truck. Thankfully after discussion we were able to keep the same rate as the truck size we had booked. The cherry on top for our Uhaul experience was that several days later we got an email saying that we had never returned the vehicle (I checked the app and it seems our reservation was never closed out once we had returned the keys to the employee at the location). I waited on hold for 30 minutes during my work day to speak to an employee, as I was told if I did not call back the issue would be escalated (i.e., the vehicle reported as stolen). Once I finally reached someone, I was told this was 'an honest mistake' and received no apology. While I don't believe any mal intentions, I don't believe this error should be taken lightly as it caused me significant distress. I have had no issues with Uhaul in the past, but this experience has changed my perception of the company.
Juliana EIt would be better if they had at least one more member of staff to help with air pumps, questions, and returns of equipment. At least the day I went for pick up, they were very busy. Connecting the trailer and getting air in the tires of trailer had to be done by me.
Abner MVery friendly
Kayla CI didn’t get the furniture pads, but otherwise it was a smooth process
Jessie HVery sketch area and was hard to find where to leave the truck and key
Anne MU haul changed my pick up location last minute to a place further away. I reserved two dollies and didn't receive either during pick up. The place was extremely disorganized when I came to pick up.
Conrad GHonestly. I had no clue that Uhaul was so good and easy to use.
Neil RThe guy I worked with was a great help. Great Job... The whole experience went smoothly.
Gerard RThe person working was very helpful and friendly. We made a reservation months in advance, and then they called me the day before letting me know my preferred location was not available, which was quite disappointing considering the lengths I went to be proactive about my moving day. In addition, it took much longer than anticipated to pick up our truck due to moving the trucks around in a very full lot - we would have hoped that our truck was rearranged and ready for us at the agreed upon time.
Laura KThe Truck was only 60% clean, someone had spilled pop coffee on a few spots. the truck ran ok but should likely get some maintenance. all joints bearing need to be lubed up as this rattled down the road and engine seemed to make noises at higher speeds. The gentlemen who served me at the location was very nice and helpful.
GREGORY JThis was my second time coming here after having such an excellent first time experience. The staff are always helpful, knowledgeable and friendly. Cant wait to come back next year on my next move :)
Joseph NI was charged 20 dollars for fuel even after i returned the vehicle with the same gas level.
Krish PI accidentally left a pair of Bose headphones in our rental truck, and instead of calling the number associated with the rental, the employee chose to keep them. The number listed on the website was unhelpful, so we went to the location in person. The employee on duty contacted the individual who took the headphones-who admitted to taking them home-and only then agreed to return them.
Kerry LThe person who received us was very rude. We had booked the U Haul from 3-7 pm. We came late at 5:23 pm since we needed the u haul for only 14 km. We returned it by 7 and dropped the key in the box. However we were charged for two periods with extra charges that led to $100. Worst experience ever.
karan rI didn't receive the size of van I booked or any of the extra items that I'd paid for. When I asked about a refund he said we would sort out once I return, but he was only saying that cause he knew I'd be too late to speak with him. Awful experience all round.
Adam BTruck wasn't even there after receiving an email that it is guaranteed and confirmed. Attendant just said "call customer seevice" then walked away.
Amrit PWe had a great experience with the team for our requirement of U-Haul. Helped alot in moving and were very fast and efficient with the booking and all. Highly recommended.
ANURAG VThe owner of this franchise location contacted me when my rental vehicle was parked in a no-parking location. The vehicle was only parked in this location temporarily and I still had several hours left on my rental. The owner's phone call to me was the single most disrespectful, confrontational, unprofessional and vile interaction I have ever had with a business owner in my life - let alone a franchise owner representing a much larger brand, such as that of U-Haul. In fact, the interaction was so aggressive that I felt physically unsafe at the time of returning the vehicle's keys. The phone call would have been perfectly acceptable if it were simply to inform me that I needed to move the vehicle (which I immediately did do). Instead, the owner launched into an utterly unprovoked verbal assault on a paying customer, without so much as an introduction or a caller ID (he identified himself as the franchise owner only after I had to ask). The owner of this franchise location is a discredit and an embarrassment to the U-Haul brand. I strongly encourage U-Haul to investigate and question this franchise owner for his capacity to operate a U-Haul franchise and represent the U-Haul brand with integrity. I will be spreading the word far and wide that this U-Haul location should be boycotted. Any future customers who expect the bare minimum of respect and courtesy from a business owner will not find it at this location.
TULLY CGreat staff. Seamless Experience. Special shoutout to the gentleman from Tanzania!
Cheryl YOld trucks
Dhir SEverything is perfect 👍
NIKOLAY EGreat equipment condition and really helpful, respectful and responsible U-Haul crew member at that location! Will come back
Vladyslav DThis is the bestdearship by far in the gta iv been to them all
Bryan MAccurate customer service is required. We need to verify that the distance rates are being calculated accurately. The pickup and drop-off times were inaccurate, but they were corrected after I raised a complaint.
Mun GAwesome & friendly staff. Would definitely recommend
CURTIS AI booked a one way trip, pick up in Toronto, drop off in Mississauga. When I arrived I was told this was unavailable and that I had to return the van at the end of the day. This was highly inconvenient.
Cameron MI don’t understand why I only drove around 5-10km top max and got charge 100$ ???? Those problems only appear at this location and I am sick of it
Pierre-Elie RExcellent place very convenient
NIKOLAY EEverything is perfect
NIKOLAY Egreat job cleaning and sending us out/picking up the truck
Steven NSamuel and his team always do a good job and provide the best customer service. Always a good experience with him
oche kExcellent service every time that I need to rent a truck for our shows.
Robin SI cannot recommend this location as I specifically put that I would NOT like the insurance, but was still charged with the additional fee for the insurance. I've tried to call and note this on the invoice, but was still charged the fee. Unacceptable!
Nevan SThe experience was smooth from pick up to drop off and the representative was friendly and soft spoken.
Mahima JAmazing owner. He was very helpful and kind. We have used this location 2x and have never had any issues:)
Corey WSome initial bumps to start, but this location is run by very good, hard working and I think kind people and I will def use them again.
Richard GI drove 30 kilometers, but the employee counted 80 kilometers. This isn't the first time. Also, once again they added paid insurance without my knowledge.
Nazar VOf all the Uhaul places, this one works the smoothest. In and out in under 5 minutes.
Thanujen JI booked a dolly with truck, but the dolly was not there when I take the truck. The guy there say U Hual didnt provide the dolly in time. It was a big minus to move without a dolly available. Given this is my first time renting UHual, it definitely negatively affects my trust towards the brand.
Wai CThank you, I received good service.
GOITOM KThat has to be the worst UHaul site I've ever seen. No boxes, no dollies, no moving blankets. I thought I was making a drug deal in an alley. The office itself is filthy and absolutely gross. It's a poor representation of UHaul.
Lorne STruck was late, and supplies were not available that I pre ordered. Staff on location was disorganized and did not take responsibility for missing requested items "saying it's not his fault".
hillory mThe team worked quickly and politely through a big line up of people wanting their vehicles. They were very apologetic for being so busy. Good customer service.
Derek OGreat service great location staff provided excellent customer service
EMMAD MEasy booking online and friendly staff at pickup and drop off
Alexander CThe only problem was that the truck was given to us a bit below half a tank. Then I was told I was in the wrong for filling it to the same amount as provided.
Laura FI booked a different location but one of the employees called me to cancel the trolley and she was so rude and hung up while I was talking. So it is kind of mixed feeling about Uhaul experience.
Mike YUsualy The same amazing service Keep it up Sam...
Mussie KI picked up the truck with very low gas. I took a picture of it. I drove for a few miles. I put gas more than what that truck uses. the location still charged me $21.00 for fuel charge. I do have before and after pictures of the fuel gauge.
Dil ZStory here. I was scheduled to return my rental (20 box truck) on thursday April 3, I was finished with it on Tuesday April 1. I called the Basso Lounge location to inquire if there were any issues with an early return. There was not. I returned the truck at approximately 5:15 on Tuesday April 1 and returned it to the same gentleman I was speaking with on the phone(I did not get his name). There was a shortage of parking at that location and I was required to park in the street in a potential no parking zone. I went to speak with the guy and my son stayed with the truck. The guy was busy and eventually I ended up giving him the key and point to where the truck was. he was fine with that as there were multiple other u-hual trucks parked the same area. I asked him if I had to sign anything he said no, asked me if the truck was gassed, i indicated yes at the 3/8 marker and he said all was good. My son and I left. Move ahead to Thursday April 3, the day I was orinally supposed to return the truck. at 6:12 pm I received a call from Uhaul canada 1 416 335 1260, wondering if I was done with the truck and if I was going to return it. I explained to the gentleman that I did return it on the 1st. He indicated it was not showing return. Told him he pneeded to look further into that and to please call me back when he figures out what is going on. He called me at 6:15 and explained all was good, the truck was located. These two calls gave me a few minutes of panic and kinda left a sour taste in my mouth, I figured though, mistakes happen. On Friday April 4th at 2:08 pm I received a call from the same person, sorry the truck is not there. Panic has now set in, I asked him how that yesterday the truck was located, then less then 24 hours later, it is no longer there and not checked in. Told him he needs to figure this out and call me back. I got of the phone (thanks for ruining an excellent lunch) and started figuring out the best and quickest way to go back to Basso Lounge and see what is going on. At 2:20 pm I get an email from Uhaul with my receipt indicating that the truck was returned to basso lounge on April 3 at 9:09 am. So with that return time on the invoice, it was clearly prior to the two phone calls I received on April 3. This was my first time using a uhaul, and with my kids on the move, probably will not be my last. My pickup in PEI was seamless with great service. The truck and the comfort of the ride was alot more than I was expecting but unfortunately the return of the truck and the phone calls around the "missing truck" has soured my overall experience.
PETER PAmazing
MOHAMMAD AWe booked pickup for 630am. The guy didn't show up until after 7 for the pickup.
Brian DSamuel was amazing! Really smooth process and was very kind. Great experience renting with him!
Kelsey LI was given the 10' Uhaul with a quarter tank of gas and was told to return with the same amount. I filled the tank to exactly that for return yet I have been charged $72 dollars for a fuel fee.
Joshua CThe service was prompt and, professional. This is my fave U-haul dealer.
REA KThey over charged us on the final bill! Doubled the insurance which should be only $16 to $32. The $19.95 rental was tripled?!!! Charged an additional 39.90! For "rental charge"?! What kind of con artist runs this place??
Michael Rsmall location and they were not expecting the droop off there but were very accommodating
Stefano MI could rent a track, and the vehicle worked fine. There was a big lineup because it was the end of the month. It was all positive experience.
DAISUKE UConvenient location, however their fleet of trucks were all very old, lots of visibile damage on them, had a long wait despite checking in through the U-Haul app beforehand. The front wiper was damaged and it took half an hour of wait time before someone replaced it causing my whole day of moving to be behind schedule.
Rupinder BI'm furious and now have to call the office about huge charges on my card for I don't even know what. The receipt I got today said there should only have been a charge of $52.21. When I looked at my credit card charges I see from Basso Lounge which is also sketchy… $181.31. Extremely more than what the receipt says. So what is going on??
Dillon SThe person in charge was super nice and friendly! Five stars!!
Ruici LDisappointing experience. As noted in other reviews, this location charges an additional gas fee, even if you refuel before returning the vehicle. The owner refuses to adjust the charges despite providing a receipt as evidence. Would not recommend.
Christopher D