The Middletown CT store was originally a little understaffed within the first few months after opening a few years ago....Since that time it has continued to improve in most respects. My most recent visit was pleasant -- clean, well-stocked store with ample, friendly staff. Staff is very helpful, even with returns. I am happy to be a regular customer.
One piece of feedback - I recently rented one of your trucks to bring home a snow thrower that I had purchased there. The deal was 75 minutes for $20. I was disappointed by 4 aspects of the rental that seem to me to be 'customer unfriendly': 1) 75 minutes is a short time. I noted that the time started with when the associate first started the transaction on the computer. It was almost 10 minutes after that before the transaction was completed and I had the keys to use the vehicle. So the rental was really only for about 65 minutes, 2) While the truck had a ramp a) the ramp was barely wide enough to fit the snow blower, tires hanging off on both sides. I had no idea this would be an issue. b) the ramps go up to the bed of the truck..fine, except the tailgate door of the truck did not appear to removable and lay right over the ramp, so I had to pull the snow blower up the ramp and over the door to get it in the truck...not user friendly. 3) Given I already only had use of the truck for 65 minutes, I found out as I was leaving that I was also expected to stop at a gas a station and top off the gas and that a receipt was required for credit, otherwise I would be charged $6.50/gallon. I live 4 miles from the store. Even given that I just loaded the truck, drove home, rolled the thrower off the truck and returned immediately to the store. Requiring me to stop and buy less than a gallon of gas and get a receipt, extended the time enough that I only had 8 minutes to spare when I got back to the store. 4) While the associate knew I was transporting a snow blower, he gave no indication that there was no provision on the truck for anchoring the snow blower....I really would have appreciated the suggestion of needing some rope or cables to secure my $900 purchase. It rolled from one side of the truck to the other even when i took extremely slow turns...Not helpful and potentially dangerous.
Some suggestions: 1) begin the rental clock at the point where the renter has the keys in their hand, 2) Extend the 75 minute timeslice to 90 minutes -- much more reasonable, especially if you require a stop at the gas station. 3) Provide tie-downs with the rental, since virtually anyone needing a truck will need to secure their load 4) If someone makes purchases in excess of a certain amount (say, maybe $500?) make the rental free.....You are in a competitive industry...You can do better. Thanks.