I had a very concerning experience…
I had a very concerning experience renting a Haulotte 55XA boom lift from Quality Rentals in Belleville, IL.
While operating the lift at nearly 60 feet in the air, a wear pad block and metal shims unexpectedly fell off the machine. This was extremely alarming from a safety standpoint. I immediately brought the lift down and reported the issue to the company. During the process of lowering the machine, a limb I had started cutting dropped without guidance and struck the arm of the lift. I took full responsibility for that incident and was told my deposit would be kept to cover the damage, which I understood.
However, I specifically asked the company to explain what parts had fallen off and how critical they were, as I wanted to understand whether I had been put at risk while operating their equipment. I was told I would receive a call back with more information, but that never happened.
A week later, without any notice or communication, $800 was withdrawn directly from my checking account. When I called to ask why there had been no prior communication, the owner, Candy, became extremely combative. I made it clear I understood the charge was likely for repairs, but my concern was the complete lack of transparency and follow-up. Instead of addressing that, she denied that any parts had fallen off, called me a liar, said I was “a child” who had no business renting equipment, and then hung up on me.
For context, I am a 33-year-old contractor with multiple certifications in heavy equipment operation through the union. I take safety and accountability seriously, which is why I reported everything immediately and accepted responsibility for the damage I caused.
What I cannot accept is being dismissed, insulted, and charged without communication—especially when there was a legitimate safety concern involving their equipment. When I asked if they would take any responsibility for the parts that fell off, that concern was completely ignored.
I strongly advise others to be cautious when renting from this company. In my experience, there were serious concerns about equipment condition, communication, and customer service.