United Rentals

Reviews

• DT

  Dylan TheFlame

  Apr 1, 2026
  1.0
  Eight repairs on the same boom lift. The first seven happened within six weeks. Every time we were told it was fixed. Every time it broke down again within days. We eventually had a real conversation with Casian, asked him to do a full repair top to bottom and we'd cover the full cost. We got the unit back and it broke down the same day. A field tech came out, got the outriggers up, and called it done. When we pushed back he admitted there was still more that needed to be fixed. He just did enough to get the outriggers moving and tried to walk away. Marc, the head of service, has been condescending every step of the way. Treats you like an idiot for complaining about equipment that has failed eight times. Senior management claimed they addressed it. When we called back with Casian on vacation, Marc told us he didn't want to be talking to us. That is who is running their service department. Casian is the only competent person in this building and honestly he should find a better company because he's too good for this one. Everyone else has cost us significant time and money with zero accountability.
• LL

  Luxe Luminaire

  Apr 1, 2026
  1.0
  I don't write reviews often but this situation has gone far enough that it needs to be documented publicly. Over the past few months our boom lift has been in for repairs eight times. The first seven happened within a six week span alone. Each time we were told it was fixed. Each time it broke down again within days, sometimes the same day. The one person who actually listened was Casian in operations. We had a frank conversation, told him we suspected the unit had been getting bandaid fixes, and asked him to do a full repair — whatever it takes, we'll pay for it. He agreed. The day we got the boom lift back after that full repair round, it broke down again. Same day. A field tech came out, did something to get the outriggers up, and tried to tell us the repair was complete. When we pushed back he admitted there was still more work that needed to be done. He just got the outriggers up to close the ticket. That is not a repair. That is a pattern. Marc in service has been condescending and dismissive throughout. He was told by senior management to improve how he handles our account. Nothing changed. When Casian was on vacation Marc told us directly he didn't want to be speaking with us but had no choice. That is a direct quote from the head of service. Casian is clearly too competent and professional for this organization. He should find a company worthy of his ability. As for United Rentals — eight repairs, zero accountability, and a service head who resents having to speak to customers. Avoid.
• CS

  Connor Steele

  Feb 6, 2026
  1.0
  Over the past 1.5 months, the boom lift has required seven separate repairs. When I asked why the issues kept recurring, I was told this was due to insufficient maintenance. We purchased the boom lift from your company two years ago and, during that time, it has been serviced by your team on two occasions for standard maintenance such as lubrication of the arm and related components. Your company has been the primary service provider and has had repeated opportunities to assess the unit and identify any underlying or compounding issues. I was told, “it’s like a car, it needs to be maintained,” which led me to raise a concern: if a vehicle is brought to a mechanic for repair and it breaks down every couple of days after each visit, seven times in a row, that would raise questions about the completeness of the diagnosis and repair process. My frustration stemmed from that comparison. Unfortunately, the conversation with Marc, the Head of Service, escalated further due to the manner in which it was handled. I felt I was spoken to in a condescending and dismissive way, as though I lacked a basic understanding of equipment maintenance, despite asking reasonable questions based on the repeated failures and service history. This tone was unprofessional and unnecessary, especially given the circumstances. The situation culminated in being told to retrieve the lift from your yard and that further service would be refused, following an inaccurate repair timeline that had been provided to us. The core issue is not that multiple repairs were required, but how they were managed. If the lift had been thoroughly inspected and we were informed upfront that there were seven separate issues requiring attention, and billed accordingly in a single service event, that would have been far more reasonable. Instead, the lift was returned multiple times for piecemeal repairs, with responsibility ultimately being placed back on us, despite your team being the professionals responsible for diagnosing and servicing the equipment. It is this combination of repeated incomplete repairs, shifting responsibility, and unprofessional communication that has made this experience particularly frustrating and disappointing.
• KS

  Kaveh Shakouri

  Dec 30, 2025
  2.0
  This review is in continuation of my previous 5-star review. Unfortunately, since that event, my experience has gone completely the other way. The application process was extremely vague, with minimal and unclear information regarding how to waive the rental protection fee. Despite many back-and-forth communications, I never received a clear or consistent answer from any of the multiple staff members I dealt with. In the end, I paid the full invoice simply because it became clear there was no willingness—or ability—to provide proper clarification. What’s more frustrating is that even after paying the full balance, I am still receiving phone calls asking for payment. Overall, there seems to be a lot of miscommunication, lack of internal coordination, and too many open-ended processes at United Rentals. This has been disappointing, especially after a previously positive experience.
• IS

  Inder Singh

  Aug 11, 2025
  5.0
  SAM is the best OprAtor …great guy

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