United Rentals

Reviews

• RS

  Rob Sherwin

  Dec 28, 2025
  1.0
  These guys don’t understand customer service. They delivered a scissor lift, damaged our entry gate and drove off without having the decency to inform us. Not a great way to attract and retain customers.
• CF

  Cody Feasel

  Dec 23, 2025
  1.0
  United Rentals has perfected the art of charging customers for their own internal failures, then treating those customers with open hostility when questioned about it. I rented a 40–60 ft boom lift for a week. The equipment worked fine, and Danny, who handled the initial reservation, was professional and helpful. That single interaction is the only reason this company isn’t getting zero stars. After the rental period, I had pickup scheduled properly. Seven minutes after the pickup window expired, United Rentals’ broken automated system emailed me demanding that I “confirm” pickup. The system would not allow me to select the same day, forcing me to choose the next available option—the following day at 12:00 noon. The next morning at 7:00 a.m., I received a call asking where the equipment was because they were “ready” to pick it up. I was already at work and could not meet them early. The driver left, returned later at the scheduled time, and acted as though their failure to read their own schedule was my inconvenience to fix. The lift was picked up, fuel tank completely filled, and the transaction appeared finished. Almost a month later, United Rentals quietly reached into my bank account and removed $584, triggering overdraft fees right before Christmas. No warning. No explanation. No invoice with details. Just money gone. When I called the store, no one could explain the charge. No notes. No documentation. No justification. Apparently, United Rentals is comfortable charging hundreds of dollars without bothering to record why. I was told a manager would handle it “tomorrow.” That never happened. After being ignored, I was escalated to the district manager, John—and this is where the experience went from incompetent to outright offensive. John did not approach this as a customer service issue. He approached it like an interrogation. I was spoken to as if I were lying, guilty, or attempting fraud. I have been a loyal United Rentals customer for over 2½ years, yet John treated me like a defendant on the witness stand. Despite openly admitting that no one at the store could explain the charge and that there were no notes, John attempted to twist my words, accuse me of keeping the equipment late, and imply that I must have extended the rental—stating outright that he “wasn’t going to take my word for it.” Let me be clear: The equipment was picked up late because United Rentals failed to pick it up on the scheduled date. Eventually, the truth surfaced: the driver skipped my pickup by mistake, and their system automatically charged me for it. In other words, United Rentals made the error, and instead of correcting it immediately, they attempted to strong-arm me into paying for it. Daniel, who had helped me previously, was polite and professional. John, however, never called back, never apologized, and never took responsibility. For someone in a leadership role, his behavior was arrogant, dismissive, and shockingly unprofessional. He should not be managing customers—his temperament would be more appropriate in a prosecutorial role, not customer service. I am relieved that my next rental in January will not be with United Rentals. I cannot afford a company that operates with disorganized systems, undocumented charges, hostile management, and a complete absence of accountability. If you value transparency, professionalism, or basic respect, do not trust United Rentals. When they make a mistake, they will charge you for it—and then treat you like the problem.
• EC

  Ed Craig

  Oct 12, 2021
  5.0
  A little more expensive than others, but they got your back!

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