United Rentals

Reviews

• ML

  Mick Levine

  Jul 26, 2022
  2.0
  Maybe Ahern is great for contractors, but in my experience as a homeowner, not so. The basic issue is awful customer service. I rented a 47' boom lift for four weeks. As a cash customer, it is prepaid. However, while I wasn't home, they attempted to pick it up after only three weeks. Thankfully we have a gate that they couldn't get through without calling me for the code. Near the end of the initial four weeks, I ended up extending the rental for another four weeks, and they tried to pick it up again five days into the new four week period. Again, the gate stopped them. Rental periods are day, week, or four week. When I went into the local office to extend my rental for another four weeks, the staff member tried to cheat me out of a day (at over $110/day, a day makes a difference to a homeowner). The day I went in was one day before the last day of the four week rental period. Went she went to renew it, she tried to set the extension period for four weeks from the day I was in the office, not four weeks from the actual end of the contract. I caught it and she corrected, but had I not been paying attention... On July 4th, the lift broke. I called the 800 number, and was surprised and happy when someone answered on the holiday. They said a tech would come out that day. Tech never came out, never heard from the office or a tech at all. Turned out to be a broken wire that I fixed myself four days later when I went to use the lift again. I'm not upset about the lift breaking; stuff breaks, it happens. The lack of follow through on Ahern's part and me having to fix it myself is inexcusable. Called the local office to discuss a credit for the lost time or extending the rental a few days at no charge and was told a credit (to be included with the refund of my deposit upon rental end) was the only option. When I inquired as to why no tech had come out, I was told the local office had never gotten the service request from the central office. I was told that the 800 number is staffed by inside sales folks and they don't always pass the requests for service to the local office. The lift was picked up over a week ago, deposit refunded, but no credit for the lost days or for fixing it myself. I haven't even bothered calling as I always get the same counter person (same person as when I've gone in in person), over and over. She is unhelpful and inflexible and frankly, I'm sick of dealing with her. I hadn't rented from Ahern in years, and to be honest, I don't remember why I hadn't rented from them in that period. I've mainly used a local place for the last 10 years or so. I ended up at Ahern because they had the equipment available at what appeared to be a much better price than other places. In the end, the total price was about the same as the other places. Numerous fees and taxes that were not included in the advertised rental price were added on (where at the other places, those taxes and fees are shown up front). Not complaining about the price since it was basically the same as the others in the end, just want to point out Ahern looks much cheaper, but is in fact about the same as the rest. Should have done my homework. Bottom line is that in the end, when prices are about the same everywhere, the only differentiator is customer service. Ahern fails big time in the customer service department. I'll be going back to the local place, a good group of all stars!
• BK

  Bill & Nikki Knotts

  Jul 7, 2022
  4.0
  They said machine was ready but I waited 2 hours for them to prepare it. Would not recommend this spot for rental
• EJ

  Edward A. Goodwin Jr.

  Oct 30, 2019
  5.0
  Got certified and lots of donuts...
• RS

  Rob Stout

  Jun 17, 2018
  5.0
  Good customer service and always on time with deliveries

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