""Customer is Always Wrong Policy""
This is the first negative review I've ever posted about a company. Usually I chalk up bad service to an employee having an off day. It happens. Getting a positive attitude and great customer service is the exception not the rule these days so I honestly don't expect a lot.
I have been a small business owner and worked with and for small business owners for 15 years. One of the reasons I like living in Historic Snohomish is because there are lots of small business that offer tremendous service at competitive prices.
I went to Ace Equipment Rental to pick up a ladder that seemed to be the right fit for the job. I live 4 city blocks from their rental yard. Upon returning home and trying to set up the ladder for the job at hand, (Hanging Christmas Lights from a Large Evergreen Tree for the kids), I discovered there was no way to reach the top safely.
I had the ladder back to the rental yard 20 minutes after I paid for the rental and didn't pick up another one as it was the largest available.
I expected to have the gentleman behind the counter offer to reduce the 4 hour rental that couldn't be used for the job. Instead I got: ""We're sorry, our policy doesn't allow for anything smaller than the four hour rental.""
After confirming that he was serious I mentioned that if that were the case I would choose to take my business elsewhere in the future. No discussion. No understanding. No exceptions.
It's not a big loss for them. I've spent less than $500 combined with them since I moved here a few years ago but I'll happily drive to Marysville or Everett for my next rental need, wasting gas and time so I can support a business that puts the customer first.
It's all about establishing relationships. Take care of your customer today and work with them for a fair result and they'll think positively about you and your store and refer business gladly to all their neighbors. Now every time someone asks me for a tool they don't have handy and I don't own I'll caution them never to go to Snohomish and talk to Ace Equipment Rental.
Needless to say if I owned the place the policies would be different.
Good luck with your rental needs...go anywhere else. Literally...anywhere.
***Two important notes:
1) The guys working in the yard are great and have presumably nothing to do with the policy in question.
2) There are many businesses locally that have great customer service within a couple of miles of the Rental co. that definitely make every effort to earn your business. I've had multiple great experiences at all of the following:
-McDaniel's Do-It Center
-Snohomish Bakery
-Kelso's Meats
-The Repp
-H.B. Jaeger
-Top Foods
-Ace Hardware in Lake Stevens
-Ixtapa
etc.
Typically I would rather support the local guy but I have found that the Home Depot in Snohomish Station is very helpful in ALL departments and has a great Tool Rental dept. as well. Nicest and most helpful staff and store of any Home Depot I've been in.
Jeff Pearson
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