Solid five star service every time I have been there. I Purchased a Stihl chainsaw here I've purchased a Stihl backpack weed sprayer. Came in for a few smaller items, every visit has been friendly professional and excellent customer service. This is a family run business which is a real rare thing in today's world. The Marysville area is blessed to have them read more

True Colors....PILCHUCK RENTALS and Owner Lance Brown , Marysville, WA...... BE WARNED of this place! After 43 years in construction building everything from billion-dollar resorts and luxury high rises to small strip malls and everything in between as a Superintendent, and Manager for some of the largest General Contractors in North America I have learned a few things. One of those valuable truths is this: Smooth sailing doesn't show an individual's true colors and the same holds true for Contractor, Subcontractor or Suppliers etc. It's when things go wrong you learn their true colors. In the case of the latter, these true colors, good or bad, can always be tracked back to one chair. The captain of the ship, the CEO, President or Owner of the company sets the standard of care for the people / entities, customers he/she partners with in everyday and contractual dealings. This week I had the unfortunate experience of learning the "True Colors" of Pilchuck Rentals and their "Captain" Lance Brown. I will try to keep this brief and to the point and still get just the facts in. I rented a skidsteer loader and brush-cutter (US Mower QA60) from Pilchuck Rentals. The machine was delivered and the driver did a walk-around of their machine taking pictures and I did a video walk around...years of experience shows videos MUCH more effective. I used it for approximately 10 hours before the hydraulic pump / motor broke off the top of the cutter! I performed a post-event forensics on the machine and also viewed the delivery video. Pics and videos attached. One of the 4 bolts that held this high-torque motor on was missing prior to my using it. It was a rusted out hole with a broken stud inside. YES I missed seeing it at delivery. Never used one of these before and was excited to get going! There was also a "drilled and plugged" mounting hole on the other side of the flange. This is where a threaded insert was installed at an angle. (see figures) The top mounting plate corner had been cut out to accommodate this new hole location. This modification is not an approved fix per my discussion with the manufacturer's engineer at US Mower. I slid the motor back into it's operating position with the slot under the remaining bolt and it wobbles easily. this bots was red locktighted in so couldn't be turned. It was loose in my opinion when delivered. I called Pilchuck to report the issue and Lance, the owner, happened to answer the phone. I told him about the issue and he immediately started talking like it was my fault? I told him I had hit a rotted cedar stump in the middle of 14-16' high blackberries but nothing hard! I could pull parts of the stump off by hand it was so rotten. He stated...and restated 3 times to date, that the mower is not meant to hit stumps. I went to US mower's website and found that they are made to MAKE STUMPS. The website shows and states this machine is made for cutting up to 8" trees! There's also a video of them JUST cutting trees. So Lance is throwing out either uninformed or outright false statements. I drove down to the store and met Lance, introduced myself and gave a little background of my experience. I have been renting and responsibly using equipment over 40 years. Millions of dollars' worth over my career and never have checked all the motor mounts on what I rent! I showed him the pictures and he stated, again, that his guys would look at it and get back to me. Pilchuck has charged my card for the damage deposit and 2 hours of overtime because I used it for 10 hours. I called again today and Lance wouldn't talk to me. (Heard him in the background) and they gave me to someone else. He stated that "The Owner" will not refund the 300.00 and is using it to help pay for a new motor AND the reason is I told him I hit a stump. Also that I should have caught this missing bolt and modifications at delivery??? Also that the modified mounting must have been done by another customer...so they didn't see it? REALLY....they said this????!!! Where is the Service department sending these machines out when they come back with different colored bolt and a notch cut out of the plate on the critical mount on top of the potentially extremely dangerous machine?!?!?! The $300.00 is nothing....reatlly....the fact that this Owner of a local business would treat a returning customer this way is the issue. Being made to feel like a bad person is the issue. Seeing this local businessman have complete disregard for the facts, pictures, videos and still charging a customer out of greed, disrespect and complete disregard basic customer service and his customer's pocketbook is the issue....squeezing every penny out of a person's card he thinks he can get away with....is the issue. DANGEROUS. UNTRUSTWORTHY....UNPROFESSIONAL read more

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My neighbor suggested I try this place and am sooooo glad I did. Honda mower is about a year old and the drive started jerking - weird. Chris helped me unload it and tried it out - concurred it was weird. Instead of putting me into the schedule, he tipped it over and discovered that the drive belt turned itself over. He grabbed a socket, removed a bracket, finagled the belt over - wa la - it works perfect again. Kudos for Chris. ...and yes, 5-stars to my neighbor too. read more

UPDATE 1 About an hour after writing this - the machine was picked up. Lesson to all -- big machines are stored jobsite to jobsite, not taken back to the rental business' yard - uses your driveway as the storage place... might think about that if you wanted to rent for multiple days --- we could have used to clean all of our neighborhood's roofs for the time that we had it. Update 2 will come after we see the final bill. Unprofessional and poor customer service. We rented a 60 ft lift (about 10ft wide x 30 ft long) for painters ($375/dy). Received Weds eve (6/24), painted Thurs & called by 4pm that day for the pickup (6/25)... It's now Tuesday (6/30) - we've called everyday & the machine is still sitting here in our driveway - blocking our driveway mind you. I just called again & received the 'we'll try'. I suggested I charge rent for the days that it's been sitting here or perhaps I should look at this thing as being abandoned... he just laughed at me - not with me mind you. Never ever will we look at using Pilchuck Rentals for any product or service. Beware - they are crap. read more

Called to reserve a log splitter, told them I would be there in a couple of hours. Drove down to store and was told they had rented it. NO message, NO notification, Just a waste of my time and gas! WILL NEVER CALL, PURCHASE OR RENT FROM AGAIN!!! read more

We purchased a week of heavy equipment from these folks; but on the delivery date and time provided, nobody showed up. No call, and no answer to our calls. No information. Of course, they charged our credit card. Rent from a different group, unless you want your crew standing around wasting time and money. read more

This place has had my lawn mower for two and a half months told me it was covered under Honda's warranty called back after 2 and 1/2 months they tell me they're not going to replace my mower it's not covered under warranty all I've got is a run around even talk to the owner gave me the run-around read more

My husband is always happy with this place. We love to support our local small business! All the folks are always helpful. Of course there are times that they are short on stuff to rent out but we understand and they offer alternative solutions. read more

This place is awesome. You get what you need from a knowledgeable staff. Family owned with a no BS. Attitude.

Rented a saw from them. Didn't return for 4 weeks (my fault). Bill comes to $800. I ask what it would cost just to buy the tool outright. $700. I say I'll just buy the thing then and the employee says "ok". Take tool back to my truck and come back in to make sure nothing else was needed and the manager, Ryan Foresburg, comes out and calls me a thief, that he won't sell it to me and he's calling the cops. Seriously?!?! I had to sit on my tailgate and wait to talk with the poor cop. Sad because the other employees were nice. Never again. Never go here. Go ANYWHERE else. read more

I purchased a Stihl weed eater with brush cutter attachment from this place, the brush cutter stopped working while in use so I brought it in ... it was still under warranty and they said they would check into it... they called to say it worked perfectly and to bring my power head down for inspection. My power head works fine on my weed eater attachment which I told them but did as they asked... turns out my attachment had slid out a little bit and I did not notice it, so problem solved. It took me less than a minute to attach and test run my machine which I performed in front of them and they decided to charge me a service charge after I spent $800 bucks there! I will never spend a nickel there again, ZERO customer service !Zero stars is my rating! Do not buy anything from these crooks, you will regret it! read more

I used them to rent some equipment and had to keep on moving around my times and days of the rental due to the snow that we had in February. They were super accommodating and the folks at the front desk were great to work with. I would highly recommend using Pilchuck for your rental needs. read more

I would have given these people "No Stars" but Yelp requires at least a 1 star rating... I went to Pilchuck Rentals to purchase a Stihl Weed Eater. Stihl prides themselves in "training" their dealers. You pay more because of the quality & training... The Pilchuck salesman was personable, but ignorant of the product. He "sold me" an FS-70 weed eater that was suppose to have a solid steel drive shaft and could accommodate saw blades. I later learned from a Stihl dealer in Bellingham, that the FS-70 has a cable drive (breaks easier) and can not withstand the workings of a saw blade. Pilchuck also "forgot" to discount my purchase for the Stihl gas I bought (they did later, after I called them on it) and "forgot" to give me the free roll of Stihl cutting cord that came with the machine... When I called them on these things, I got the cold shoulder, brush off & the run around! I sent an email and left a phone message. The salesman got back to me with "attitude", & told me 'he never said the FS70 had a solid steel shaft or that it could handle saw blades'. (even though he tried to sell me blades!!) His boss sent me an email that was sweet as honey, but his "attitude" on the phone was extremely RUDE. I could tell that they did not want to take responsibility for their mistaken sales information and did not want to take a return. Their return attitude was horrid - certainly not your typical Costco return! The Customer Service/Satisfaction part of the sale quickly tanked. I was wrong. They were right. I was suppose to tuck my tail and go away. They even brought in a Stihl salesman to try to convince me of my ill's... Sorry, I just wanted a solid steel drive shaft! Get this... When discussing the cable vs the solid steel shaft with the Stihl factory man and the Pilchuck salesman at the same time - the Pilchuck guy actually said that "the FS-70 has a solid steel drive shaft"... and the Stihl salesman quickly corrected him that it does not! Because I am persistent, I got everything straightened around - but it was a degrading hassle. The average guy would have been taken advantage of by these people Another thing... When They sold me the FS-70, the factory was running a Spring Sale that included a big $10 discount and a free spool of cutting line... At Pilchuck, the "free cutting line" was not included in the sale. I found out about the freebie when I went into my local dealer in Bellingham and all the FS-70's had the spool clipped to the machines. After the fiasco, Pilchuck finally gave me the original "free" spool of cutting line, and it had a $15.95 Pilchuck price sticker on it! Instead of giving the promotion away to their FS-70 customers, as they were suppose to - they were SELLING the freebie! I would never give my time to these people again, let alone my money. Let the buyer be aware... Thank goodness for Yelp & Angie's List! read more

I can't speak for anybody else's experience with this establishment. I can speak from mind and it was very good. I rented a material lift from them and was very pleased with both of the price for the rental and the service. The man behind the counter did an excellent job getting the word of going and the guy in the warehouse had the equipment at the back of my truck before I had finished doing the paperwork. Again when dropping the equipment off it was unloaded out of my truck before I had finished with the paperwork and I was on my would. The woman check the equipment back in was was courteous and professional. They also have a pretty awesome shop dog. read more

I STRONGLY DISCOURAGE ANYONE FROM DOING BUSINESS WITH PILCHUCK RENTALS!!! My recent experience with Pilchuck Rentals is beyond disappointing and displayed an employee empowered by the owner in providing possibly the worst service I have ever received. I rented a piece of equipment from this shop several weeks ago. Upon the guys loading the equipment into my trailer they struggled and one was not strong enough to handle their end of the equipment. Untimaltely they dropped the piece of equipment on my trailer gate breaking the hinge weld. I am very patient and understanding that accident happen. I politely informed the lady in the office what had happened highlighting that it was an accident and it appeared the new guy just wasn't able to hold his end of the equipment. She was very nice, apologetic, empathetic and displayed the type of response you'd expect from someone in customer service during an unfortunate situation, stating that this wouldn't go over very well sense this was the guys 3rd accident of the day. She informed the gentleman in the shop next to her, his response was that of being annoyed, he engaged me with a stone wall response of " unloading and loading is a courtesy". I said okay and explained that the option to load or unload myself wasn't offered. They brought the equipment out and simply began loading it into my trailer. The gentleman then instructed the lady to make a note for the owner and told me he would call me upon his return. Two weeks went by I returned to the shop to rent another piece of equipment, while I was there I checked on the previous incident due to not hearing back from the owner. I was told he was just getting back from vacation and they would leave another note for him and he would be calling me. Fast forward another 4 weeks totalling approx 6 weeks sense my trailer hinge was broke I returned to rent a piece of equipment and follow up on the owner getting back to me. I spoke to the lady I originally spoke to and she was very nice and as soon as she introduced me to the same gentleman again I was met with the same stone wall unfriendly demeanor I received the first time. I let him know that no one had reach out and I was following up on the trailer. He started again that it was a courtesy. I reminded him I didn't get the option from your guys. He came out and looked at the trailer. Never once apologizing, begrudgingly having an attitude saying it's not fair for them to repair because they have a sign up that says any damage your vehicle isn't their responsibility. After being repeatedly talked over mid sentence I finally became a little frustrated. The gentleman agreed for them to repair it and we ventured back in the shop. The owner approaches the counter speaks with the employee. Doesn't care to acknowledge me, the customer. They begin walking outside to my trailer. I attempt to engage him in conversation as he appraoches my trailer as he is talking to his employee. I said to him, If it's okay I would like to explain what happened. Your employee was not there. He snapped back at me stating he wasn't dealing with any crap this morning. I was stunned and shocked by the service and treatment. From the owner. Unbelievable! He then proceeds to lean over trailer and question the quality of the weld that was broke that isn't even able to be seen any longer due to his yard guys breaking it off. At this point I questioned if this is the type of service he provided and asked if he had any empathy or ability to apologize when something like this happens. He replied, "No, I have no empathy". This is when I elected to inform them I do not want them to fix my trailer and I would no longer be doing business with them. Experiences like this are extremely disappointing and unfortunate. I highly suggest folks seek out another option for rental equipment. NOTE: If loading and unloading is a courtesy then you need to communicate that in addition to a sign obsutucted by equipment on the side of your building. The conversations were recorded so don't challenge the details the of the interaction. read more

Rented from them for the first time. The chipper machine I rented didn't work. Brought it back after having it for less then a hour. They charged me a load/ unload fee (which I did) and a cleaning fee for something I didn't even work! They were rude and unprofessional! Go somewhere else save yourself the hassle! read more

DO NOT GIVE THESE JERKS YOUR BUSINESS OR YOUR MONEY! I WON'T!! They are rip-off artists. After calling the shop to let them know I was leaving the job site to return the equipment I had rented, "Becky" told me that I might not make it before they closed at 5 p.m. and told me to "just bring it in first thing in the morning". i thanked her and told her I would do so. I showed up at 7 a.m. as instructed, and was charged for another half-day rental!! When I explained that I could have brought it back the night before but had been told to just bring it in "first thing", the only response was that I would be charged for an additional half-day rental. Don't know who they would have rented it to between 5 p.m. and 7 a.m., but I got taken by the old bait and switch. read more

I very rarely give reviews and I have rented from Pilchuck Rentals before and was happy with the service I received. However, this time around the service was so poor I will never do business with them again. About a month ago I rented a lift that after an hour of use, hydraulic fuel went every where. We called and was told that they had been trying to fix that.... I was only compensated for 60% of the rental price and it took them a week to come pick it up. Not happy, but whatever. Then this morning I had another machine delivered. Delivered by a VERY rude driver. Very short and snippy when asked questions of the ins and outs of the machine. Said "he had other places to be". He then took pictures because he was told " the last time equipment went to this address it came back broken". Um, it was delivered broken and an employee had even said they have been having difficulties with it. Then why would you keep renting broken equipment!! As the cherry on top of this whole thing, the ignorant driver proceeds to have difficulty backing back onto road. In the process, he takes out the entire side of my neighbors tree, ripping off a main branch as we are all yelling for him to stop. Well, he wouldn't and he drove off. We called the office and they gave my neighbor a "Sorry, would you like some equipment to help fix it?" I cannot wrap my head around how poor Pilchuck Rental's customer service is and I will avoid them at all costs. read more

I'm beside myself with the one star reviews. I rented a stump grinder from them after doing a lot of research on the size an power needed for my job. They were super helpful and professional. I also needed it delivered after hours do to my schedule an picked up before opening. The price was comparable to the other shops but this one had more options, machines and was actually recommended buy one of the other shops that didn't want to deliver to my house( it was 2-3miles away and "not worth it"). In the end they let me keep it over the weekend and only charged for 1/2 a day. It didn't feel like I was inconvenient or treated poorly. I liked the customer comes first service so much that I went back to purchase a Stihl pole saw and a few attachments. Had a good selection, very knowledgeable and really appreciated my business. I'll go back when I need more tool rentals or gas powered tools/toys. Highly recommended by me read more