I was charged extra and it was not communicated to me until I called them to clarify after noticing it on my bank statement.Vijay C.
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.
Customer did not leave a comment.Tapiwa K.
Staff great. Truck was quite scratched but worked fine so no complaints reallysusan Y.
These guys called me 8 minutes before my pick up time and tried to tell me my truck broke down. When I went into the office, they were locked out of the area that had all the keys. So they basically lied about trucks being broke down. Tried to tell me I had to wait an hour and a half for a new truck. After I complained they gave me a larger truck than requested. Then they tried to tell me I had to return truck with 1/4 tank gas even though there was only 1/8 on pickup.Patrick D.
I booked online a full size van, furniture dolly, and queen mattress bag. I received a dirty undersized van, king cover and no furniture dolly. They said the dolly is first come first serve, which was the same excuse last time. I won't return to this location ever, and this may shy me away from Uhaul for good. Two bad experiences in a row that caused me a lot of grief with my move.David B.
Very helpful and courteous staff. Clean u-haul, easy to park and easy to deal with people. Ali was fantastic.HARDIKMAHENDRA V.
After hour drop off no signage as to where to leave the truck. Very crowded lot on busy street in downtown Toronto. If I didn't have someone with me to back me into a very small spot this would have been a nightmareChristina M.
Customer did not leave a comment.Christian B.
Always excellent service at this location and all the employees there are always super-sweet and so kind! My boyfriend and I will always come to this location for our UHaul rentals and we always recommend them to our friends! :)Julia S.
Pleas answer the phoneABEL A.
Super efficient, will use again.Louis T.
I sent the below email to customer service earlier. "Good Evening, I've just completed my move, but it became a much more stressful experience than anticipated. Although, I booked just earlier this week. I originally booked at a closer location to me and I was told the 15 ft truck was available. I received a call the next day from HQ noting that it wasn't available, but offered me a 10 ft truck at the 1355 Gerrard Street E location - further out of the city core. Not exactly what I was hoping for but I appreciated the quick problem solving even if it would take the extra trip. Upon my arrival to the location, I was told that my appliance dolly and pads were no longer available even though I had already prepaid and confirmed the booking online and on the phone with HQ. Once I was actually shown my truck, there was a combination lock on the truck and I was unable to utilize it. After some difficult back and forth (with an employee who was not very helpful throughout the process), I was eventually given a large van and I was now down to 1 hour left of my elevator booking when I returned to my home. Additionally, my 1st elevator booking bled into my 2nd one for my move in and we had to coordinate with both buildings in order to work out the back and forth, despite the other September 1 moves; further adding to an already stressful day. I also had other work commitments overlapping through this time and ended up having to take an important meeting midway through the move when that was not originally planned. We had to now beg the building to extend our elevator time due to the time restriction and they were nice enough to grant us a bit of extra time as there was a subsequent booking. It took a substantial amount of time to move without the equipment that I had requested and confirmed, and due to the rush and lack of equipment, we ended up breaking a table having to replace it today after settling in. Additionally, I had to call extra family members to literally walk the street with my large appliances that couldn't fit in the van. This move only worked out because I was near from my original location. In any case, I should not have had to use a dolly to move my large equipment through the busy streets of Toronto. I understand that it is the 1st of the month and accommodations were made where possible, but the trouble could have been avoided had the original request been accurately answered and noted that there was no 15 ft truck available. I am hoping to receive a full refund as the only item I originally booked and received was the utility dolly. I will also be leaving a review about my poor experience at this location as the attendant lacked urgency and the willingness to help and did not give alternative solutions. I appreciate your service as I have used it multiple times before, but unfortunately, I could not walk away from this experience without saying something. Happy to have further conversation if needed. Regards"Kwaku B.
Booked appliance dolly online, but there was no appliance dolly. No compensation for the inconvenience. Was forced to rent the smaller on site dolly with no strap to move appliance dangerously as we had no other choice.Victoria B.
Fuel gauge was faulty and I was overcharged for the fuel, even though I refilled it more than I usedKarim S.
moving day is stressful enough as it is, it's not great when you go to pick up your truck, 15 ft truck that you booked and checked in online, to be given keys to a cargo van... I told that this is what you booked. Then trying to get the right truck book, the way they're set up is, they have an extension cord running underneath the mat for the computer. And when he moved his chair, it pulled the cord apart and everything had to reboot wasting yet more time. So I was 30 minutes into my time that I booked because of their screw upsDavid V.
Customer did not leave a comment.Megan C.
friendly and professional! He helped me out. Much appreciated!Guoming Q.
Customer did not leave a comment.simon W.
They did not have the type of truck we had reserved. We had to use a less suitable van instead of the pick up truck we ordered. This is not the first time this has happened.grant H.
Customer did not leave a comment.GERINE D.
Customer did not leave a comment.Lionel W.
Good overall service. Out in 10 minutesPasquale G.
Customer did not leave a comment.Kevin C.
Customer did not leave a comment.Shahriar S.
Do maintenance on your trucks.the truck we had today was a mess and unsafe.Grant H.
Checkin sucked. Cost half an hour due to rrequiring support. Too much automation.Jon D.
Customer did not leave a comment.Emmanuel R.
We lost almost an hour in the morning due to unclear instructions on key pickup. I recommend reviewing key pickup procedures and equipment to ensure that everything is working properly and easy to understandJoel S.
Customer did not leave a comment.ANDREW B.
Excellent customer service. Quick and EasyAlicia B.
Uhaul has meds it very easy to rent trucks for moves and pick up/delivery of large items. Good job!Theo F.
Ensure the premises are clean and free if debris, and make it clearer where to return keys for an afterhours drop off.Carine O.
Customer did not leave a comment.Sandra J R.
Customer did not leave a comment.frank G.
The employee I dealt with was terrible. I returned the truck to this location as well I wanted to return a bunch of boxes I had ordered from Uhaul for moving, but the employee insisted they didn't take returns there, funny considering it's called â€˜The Box Shop' and they had a massive inventory in the back there. The website also says you can return to any store. So he lied to me and I was out a lot of money. On top of that, when I returned the truck he told me to just leave it and he would park it himself, so I left it and we did the inspection. After I left, the employee called me to tell me he couldn't find the keys, I asked if he had checked the ignition and he said yes. I returned and sure enough, the keys were indeed still in the ignition. So I came all the way back to discover he'd lied to me again. Uhaul, hire better people, this guy was one of the worst people to deal with because he clearly didn't care. I'm out a lot of money for the boxes he refused to take back. I'll be sure to make a similar complaint on Google reviews.John G.
Excellent rental thank you.Graham P.
First rate from beginning to end. Very reasonable price. Friendly staff.MARK H.
On pick up the attendant was a bit rude and not helpful. The truck I had was dented in quite a few spots and he refused to come out from the office to the truck with me to inspect. I asked him for a copy of his records showing where the dents were and he refused. Also, the gas tank was virtually empty and he refused to give a copy of his records indicating such. So I made a video of these two items. Upon return of the truck a different attendant tried to lay blame on me for some of the dents and low fule gauge. When I tod him I had a video he backed off. Also, the truck was dirty and reeked of cigarette smoke. This was my first experience with uHaul and I would definitely not return to this one again.Greg C.
Customer did not leave a comment.Christopher D.
Have been at this location for years, and never any issues.. I recommend people try this location.Napoleon B.
Lower the cost of rental. Ridiculous what is charged now for km's.Randal W.
First of all i get a call that my vehicle was not available after i reached the location that i booked at, so i was told the truck wasn't available anymore but they said they have one available at 1355 Gerrard.st location.So of course i had to get there and paid for an Uber and was late for work as a result. 1.vehicle was dirty and not even cleaned as there was garbage and receipts from the previous user. 2.the truck was parked in a lot with a steep hill the nose was pointing down and the ass end was in the air, which leads me to the next issueâ€¦ 3. When i picked up the truck i noticed i had just over a quarter tank fuel, i called U-Haul and asked if this was normal as i thought it had to be full. I was told just return it with the same amt of fuel. 4. When i made my original booking via the U-Haul app i declined all options, even insurance im 100% certain of this. Upon returning the vehicle i get a phone call from the attendant at 1355 Gerrard telling me that he tried to run my card for $119.00 that's in addition to the $41.75 i already paid. I asked what that was for as i had the truck one day. He stated that i owe $16.95 for insurance (i never requested insurance) and $41.00 for fuel (i returned it with a quarter tank) i tried to explain that the truck parked the way it was would affect the reading of the fuel gauge and $62.00 @ .50/km if i could afford 119.00 i could of rented a vehicle for a few days for that amount. He wouldn't let me speak anything i said was met with no you are not right, no you selected insurance no you didn't fuel when i did before i dropped it off. He then went on and said listen sir you are a moslem and i am a moslem, im not Muslim what the hell does religion have to do with renting a U-Haul from this thieving location?! I am appalled and I'd stay away from this location he has tried my card twice now and is going to cause me problems this is crazy!Imad Andrew K.
Customer did not leave a comment.anas M.
I returned the vehicle with the gas above where I found it but was still charged a fuel surcharge amount. I called the location and they said they would refund and then after 5 days said I need to send proof. Not cool.Jordan S.
Customer did not leave a comment.Emily S.
Customer did not leave a comment.Chad J.
The office is not clean and too small to even host a couple of people coming in to sign the rental contract. The key drop-off box where truck keys should be returned after office hours is difficult to find due to poor lighting around the office. Also, the service at this location is horrible. This location is not accepting credit card for purchases of additional moving needs. They only take debit card or cash. Even when I use cash to purchase a couple of tapes, they don't have changes of 20 dollar; so, I have to ask another customer if they have changes. When I reserved the truck, I also ordered 1 dolly and 1 douzaine of protective pads. At the check out they on my order 1 douzaine of pads with the price of dolly and plus 1 douzaine of pads (that's twice). I realized this when I picked up the truck and left.Samuel K.
Can't think of anything.David A.
The passenger door would not open from the inside, very dangerous. The last truck we rented was a pick up truck and the tail gate would not open.Grant H.
Although the location itself was difficult to navigate due to my Disability, the service was the most prompt and fast I have ever experienced at any U-Haul location. I'll definitely be coming back there when I need a truck!Sue-Anne B.
The interior was really dirty. I know it's mainly used as a work truck but the seats were dirty and had dog hair on them. Also the inside of the windshield was very dirty. This location is also very challenging for parking your vehicle if you drive to pick up a rental.PASQUALE M.
Customer did not leave a comment.Joshua C.
The location and equipment was fine but the app was really confusing and the pick up my truck option didn't show up and had to call U-Haul multiple times.Ankur Rajendra P.
Customer did not leave a comment.Kim-Michael B.
There were flat boxes covering and floor of the truck container - our looked very purposeful. I left it exactly how i found it. I was charged 25$ / completely unreasonable. I have used U-Haul many times and only left it as I found it because it looked so purposeful. Also, I put the gas back exactly as I found it. Again, I have used U-Haul for many years. I was charged for gas and the image on the screen n shared was same as I left it. Not as happy as usual with my flawless experiences with U-Haul. This is my first poor experience.Michael C.
Customer did not leave a comment.Alison H.
There was garbage in the truck cabin. The fuel tank was nearly empty. Online check-in did not work.Nick I.
I was charged a $40 fuel surcharge despite only travelling 6.5 miles. I sought resolution at the rental outlet and via email with Uhaul. The rep at the outlet wasn't interested in discussing the matter and so far no response to my email. I have been a faithful customer for years with multiple rentals per year. This was a terrible experience.Scott M.
Customer did not leave a comment.William F.
Mobile pick up was a disaster. Initially the clerk refused to help me navigate the app. Then I tried to sign into the app but I needed a code that was sent to my email. I exited the app to open my email, picked up the code, and returned to the app to find that I needed to start the sign in process again; a new code had been sent to me. I did this 4 times before giving up. I called UHaul. The automated voice told me to sign into the app and then ended the call. Finally the clerk took pity on me and helped me. The UHaul process was laughable but the clerk, who had been frosty at first, turned out to be friendly and helpful. My rating is for the clerk not UHaul.Pat D.
We rented a pick up truck and the tail gate would not lower. That caused us a great deal of inconvenience.Grant H.
Customer did not leave a comment.Andrew H.
Customer did not leave a comment.Oubol D.
Customer did not leave a comment.Dawn G.
Just a terrible experience at every level. I wouldn't recommend uhaul or this location to anyone unless they were in desperate need.John B.
Overall Score 6 store need more staffing.Jose B.
Customer did not leave a comment.Marianne D.
Customer did not leave a comment.john L.
Customer did not leave a comment.Ronaldo L.
I reserved a 20' truck a month ago. We I came to pick the truck up, no one made any inspection since it was last drop off and a tire explored and truck was damage - and can't be used. They gave me a 15' truck instead which I had to wait for, no gas in it and was told that its the same price as the 20'. Once on the highway, that truck had transmission issue and could barely drive over 95km/h. That was the most horrible experience I had with U-Haul and reapply questioning if I should use your services again.Julien R.
Customer did not leave a comment.YANING H.
Have a review for uhaul. Not just locations because I was to pick up my truck in Hamilton on main St but when I arrived the truck was not there and I was sent 38km to beemsville where the only truck left was availableJohn D.
I reserved a 15' truck for Mobile Pick Up, and followed the instructions when I arrived. I had my ID verified over the phone, and it said to skip to the front of the line to collect my keys. I was told by the person at front desk, Adnan, that I had to wait in line as he needed more information from me. I waited over 30 minutes, and when I got to the front, he needed no additional information from me, handed me the keys and said if he had done so earlier, the others who had been waiting would have gotten upset. Terrible customer service and a waste of my time. Uhaul should reimburse me with credit for this bad experience. JonJonathan W.
Customer did not leave a comment.Natasha B.
Stop changing locations on my reservation. 3 different locations and it was booked a week earlier there was No excuse for switching locations 3 times. Was not impressed with that. I booked a week ago I am first served not pushed around to less convenient locations.William A.
They called to remind me to arrive a bit earlier than scheduled to avoid the closing rush, which is nice. Plenty of vehicles there parked tightly in a small parking space. I said to decline the CDW coverage, but after getting the receipt it was charged anyway. Considering this is my first time driving U-Haul for moving, I decided not to go back and dispute (it was almost closing time and there were other customers). My van was parked further in and I had to back out onto Gerrard Street, dodging pedestrian and traffic, plus there was a big van blocking much of the exit, making it a nerve racking experience. Oh, the receipt said the tank was 15/16 full, but it was actually 3/4 full. I did the quick move and the return was no Hassel and efficient. For my first time renting from U-Haul, it's not the worst but there are some lessons here. At least I wasn't shuffled all around town to find a vehicle I had booked which I saw other customers did. So in the end it was just OK but do keep your eyes open.Jimmy H.
I was checked in online but I still had to wait to get my keys and the dollys were not in the truck.Frederick F.
I went into one location and booked the U-Haul in person for pick up from that location. Without any notifications my reservation was moved to another location which caused a real problem in terms of getting to that location and back.Cameron M.
But as uhauls go this is one of the better ones.. most of your Toronto locations are run by incompetent or outright thieves. A few months ago I booked at truck and arrived to pick it up and discovered the lactation had closed many months before. Your trucks are filthy and badly maintained.i spent many thousands of dollars with your pathetic company and have taken my business elsewhere..except for the odd pick up truck . You people should be ashamed of yourselves. Absolutly pathetic service.Grant H.
There was a spot to drive the truck in, and an employee took they keys and told me I was all good, it was nice and easy.Jacob L.
Your app doesnt work for out of hours pick up. The venue office is the most disgusting office ive ever been in. Technology doesnt work. Couldnt print a contract to review. App doesnt work. Id find a new licensee, its not up to uhaul standardsDaniel C.
Customer did not leave a comment.Thozamile J.
Ally was very good. Take care of him.GARY E.
I was very happy that the gentleman that worked there helped park the truck when I returned.Oliver T.
Very helpful and professionalDavid L.
Customer did not leave a comment.RUSSELLE A.
This locations had no one to give me a receipt for my purchases. The staff were slow, not trained. Trucks were parked very inconveniently. Very hard to get them in/out. No help in doing so. I was charged 50$ cleaning fee for a truck that I cleaned manually before delivery. The equipment was returned cleaner than it was handed outRoman I.
Customer did not leave a comment.ROMAN M.
The vehicle stalled and I was sent to another location. I missed my elevator booking.Omoy I.
New vehicle and fast check-in and check-out. Easy parking and no hassleViktor L.
Customer did not leave a comment.Parham K.
Customer did not leave a comment.Daniel C.
Customer did not leave a comment.HAMID K.
I reserved appliance dollies with my truck rental. They were essential for my move. When I arrived the location did not have any so I had to drive to another location, which cost me an hour of time, fuel, and mileage charges.Tim A.
The gentleman in the office today was very courteous and helpful!M Juanita M.
It was a Sunday but the open trailer was covered in glass and debrie. I cleaned it as the gentkena0n was busy with other customers. I would recommend they check it on arrival so they can charge the previous customer with a cleaning cost. Otherwise the gentleman was very nice.Roger S.
Drop off was fine...parking the truck was tight but it is in a busy urban street so understandable. Clear that the staff had prepared a space to park. The "check out" app is much more responsive and simpler...I would only do counter assisted check in and then use the app to drop off in the futureKENNETHW P.
Staff were very helpful both on phone and in person! Great customer service.David F.
Thank you for a good customer service/experience. Interior driver/passenger seats could've been cleaner; dashboard, steering wheel and information centre very dusty, but functional nonetheless.Fabian E E.
Customer did not leave a comment.Anna M.