Total Grand Rental - Flagstaff, Arizona

Cody Routson

I had a very poor experience with Total Grand Rental. They rented me a broken wood chipper, and then refused to provide a refund They charged me a $350 rental fee for broken equipment, which I had returned within an hour.

I had been a loyal customer for nearly nine years. Over this time, I have rented various pieces of equipment, such as floor sanders and excavators, and purchased tools including axes and a chainsaw.

On this occasion, I rented a six-inch wood chipper. The chipper was unable to grind even small branches under two inches in diameter, which indicates significant mechanical issues.
Upon discovering this problem, I immediately contacted their staff. I was instructed to return the equipment and assured that I would be “taken care of.” Upon returning the chipper within an hour of receiving it, I was informed that the only other chipper available was also inoperable, making it impossible for me to complete the work as planned.

The next day, I spoke with Brian, the owner. He informed me that he would not provide a refund for the rental. The fine print on their contract indemnified them from any liability. Equipment issues may occur from time to time, but a reputable business takes accountability and seeks to make things right for its customers. This business is happy to take your money, but will not be there for you when something goes wrong. I paid for a service that was not provided.

Ida Rose Florez

TL:DR - DONT do business with Total Rental Center.

Wow. Wow. Wow. Needed to rent a compact tractor. Home Depot suggested Total Rental (affiliated with True Value). Called, spoke with Rich, he was informative, polite, professional. We made the reservation last week for pickup today. called yesterday to confirm. Spoke with John. Yup, we’re good to go. Husband took a week off from work. Great weather. Had $900 of cinders delivered. Drive in from Williams this morning to pick up. They run our credit card for payment and we go to the back to load the tractor.

Nope. Both their John Deere’s are broken. The guys out back blame Rich. Rich blames the guys out back. Clearly they don’t communicate with each other. MAYBE they can have it ready tomorrow. They don’t know. I ask for a discount for our time, trouble, gas, missed work. “NO! We are absolutely not discounting any equipment.”

So I ask to speak with the manager. Rich calls Brian, tosses me the phone (literally). Brian identifies as “one of the owners.” I tell him the situation. He says he needs to talk with Rich. He does. I hear everything Rich says. Brian gets back on the phone with me, tells me the equipment was returned yesterday broken (that’s not what Rich or the guys out back said nor is it what Rich told Brian) and there’s no way for them to know when equipment will fail. I said the equipment failing is not the problem. How we’re being treated as customers is the problem. “You’re not doing anything to make this right.” RIch kept interrupting me, “Ma’am. Ma’am. Ma’am. I’m not giving you a discount.” I was stunned that he wouldn’t even cover the cost of gas! This was his company’s screw up. He said, “I don’t control where you live. It’s not my fault you don’t live in town.” Wow. Wow. Wow. Then he told me our reservation is canceled and I don’t need to pick up the tractor tomorrow. What a misogynistic, hellish experience.

Anyone got a tractor we can rent for a week or even a few days?

Danielle Olson

We were renting a bunch of equipment and party supplies for our wedding. I thought everything was squared away, but it was not. Two days before the wedding, I called to ask if it was at all possible to get an early drop off so we could start setting up early to be less stressed. When I called, they said I did not even have a delivery! WHAT?!! I panicked and asked to please get a delivery as soon as possible. They were not helpful and definitely not concerned about the issue at hand. All they told me was, we don't have any trucks available for delivery or a crew ready to deliver. They told me "You can come pick it up". Zero care, zero help. Two days before my wedding I'm scrambling calling everybody I know with pickup trucks or trailers to try and pick up my rentals before they close! When we get there, theres a dozen employees just standing there and a bunch of delivery trucks just parked there. Very unhelpful, careless company. We will never rent from them again! Such an unnecessary headache.

Maria DeBellis

Ordered about 12 table cloths some of different sizes/styles, about 60 napkins, and two patio heaters for my recent wedding. They were so easy to work with, had everything we needed, and delivered all the rentals exactly when they said they would the day of. Would definitely recommend this place for any rental needs !!

Bill Flag

I've been renting equipment from TGR for 13 years and have always had excellent service. The equipment has consistently been in good repair, customer service has always been good and their prices are the best in town.
However, I had a situation this week where a breakdown in communication cost me $400 more than I expected. This probably happened because I switched equipment type and rental duration midstream and was accidentally quoted the wrong weekly rate.
Although I wasn't happy with the way the manager, Brian, handled the situation, I'm not one to let one bad experience overshadow 13 years if good experiences. My only real complaint is that the manager failed to accept any responsibility for the miscommunication and I had to bear the full brunt of the error.
Nevertheless, as far as I'm concerned, TGR is still the best choice for rental equipment in Flagstaff.

Craig Dennis

Do not buy anything at this store they do not care about the customer, they do not stand behind their products and if you spend 1200 on a new saw here and it is failulty they will blame you for it. They are rude, condescending, and completely unapologetic. I would not give them 1 star if a negative star was available.

Steve

Husqvarna Chain Saw Purchase and Service -- My first chain saw (40+ years ago) was a Huskvarna. I loved it. I wanted to try another one, but I was a bit worried that the personnel at a rental store wouldn't have the training to service a chain saw. Exactly the opposite was true. I have had a remarkably good experience with my 460 Rancher at Total Grand Rental. They answered every question and concern I had. After I had used the saw for several loads of wood, I had trouble in the field starting it when warm. I actually called them from 45 miles outside of Flagstaff, and the staff person ran me through the steps of a warm start. Then, I brought it in for the free post-purchase adjustment and it has run perfectly since. I cut at least 10 loads of firewood this past fall. The 460 Rancher is reliable and tough. It cuts juniper and oak almost as fast as my old commercial saw, which was 10 pound heavier and twice as loud. Husqvarnas are not cheap, but if you are looking for reliability in the field, you can't beat the value. I just had to give a shout-out to all the staff at TGR. They have an excellent product and know how to service and trouble-shoot it. Thanks, guys! --Steve Finger

Gar Williams

Rented a wallpaper steamer. Employee patiently explained how to operate the tool, and it worked perfectly. All employees were cordial, friendly, helpful, and knowledgeable. I highly recommend this place.