Ace Equipment Rentals

★★★★☆
  • 702 2nd St

    Snohomish, WA 98290

    Map & Directions
  • 360-568-1300

About Ace Equipment Rentals

Personal Services

Personal Services
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Worst customer service ever encountered.

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 much.

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 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.

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 I wouldn't ever be back and will happily drive into Everett for my next rental needs.

It's not a big loss for them. I've probably 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 establising 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.

Needless to say if I owned the place the policies would be different.

Good luck with your rental needs...go anywhere else. Literally...anywhere.

Jeff Pearson

1
★☆☆☆☆

Worst customer service ever encountered.

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 much.

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 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.

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 I wouldn't ever be back and will happily drive into Everett for my next rental needs.

It's not a big loss for them. I've probably 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 establising 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.

Needless to say if I owned the place the policies would be different.

Good luck with your rental needs...go anywhere else. Literally...anywhere.

Jeff Pearson

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"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

3
★★★★★

"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

 

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