“We hired equipment with explicit time window. We were given a time window and the driver arrived nearly 3.5h late (5h after expected but 3.5 after the time window closed). We had movers wait for over 4h (which we had to pay). At one point the customer support didn't know where the driver was.
The driver arrived and proceeded to urinate into a bottle in front of everyone (away from us but still unacceptable). Pickup of the equipment was a mess, driver only took half the order back and we had to call and get him to come back to take everything. In addition a previous visit left visible damage on the stone work. Attempt to get reimbursed has been delegated to one attempted phone call (to avoid a paper trail no doubt) Do not recommend.”
“Failed to collect hired items on the scheduled collection date and the following rescheduled dates.
We now have a solicitor contacting us threatening court action as they are trying to get us to make payment for the extra time (due to them failing to collect)”
“Terrible company & experience! Selected and paid to hire a product, the product never arrived on the scheduled delivery date. The staff I spoke to really did not seem to care or put any effort into trying to resolve the issue at all. Received an email saying they need an additional amount paid to confirm new delivery date, clicked a link to see the balance because I was so confused, and it automatically took the payment WITHOUT PERMISSION!!! A full refund has been requested and cancelling the whole hire!! I've never encountered such an unhelpful company?! The whole experience has been extremely frustrating and bizarre! Waste of time and energy.”
“One star is generous. One wood chipper delivered. Blunt blades. Sent back. Replacement delivered. Blunt blades again. Ended up burning wood on neighbour's firework night bonfire. Promised refund by branch manager at Harlow Essex. No refund materialised. Lots of phone calls and emails including emails from said branch manager to the person responsible for refunds. Still nothing despite him pointing out to her that this was unacceptable. Given up now. Not using HSS again.”
“Feeling really let down tbh. Ordered online on a chat a belt and edge sander kits. Was told ready by next day 8am, 25 mins drive from my house. Drove to the place, was told that although they still rent them they don't have them in stock due to flooding and kits were being tested. Appreciate flooding is an unforeseen circumstance clearly, but then why tell me they had stock. Dates offered unsuitable due to work. Bad enough the online experience provides inaccurate stocks you'd think they'd actually call before 8 as I was there for the opening. Morality, make sure to call their depot for availability. Saves you emptying a room and a hallway for nothing. Also the refund will take 7 to 10 days when money is already out my account.”
“Ordered a cherry picker to he delivered. Promised Monday but didn’t turn up, then Tuesday, then Wednesday, then Thursday. They then cancelled the order as they couldn’t supply. I had to chase all the time.”
“we have a toilet block on a site on long term hire. it keeps flooding and blocking with the associated effects EFFLUENT flooding across the drive.
we informed hss on Tuesday email, it is now Thursday and still we have no attendance from hss to put it right. I have phoned our customer manager no answer (twice) no return call, I have called customer services 3 times been cut off twice and third time informed that our customer manager had dealt with it. But the toilet block is still leaking!!!!!!!!
They are such a poor company one star is too high a ranking for them!!!!!!!”
“They deliver late, try to collect early. I have chased a dozen times and they can’t even advise when the rescheduled collection will be.. no text… no call… no idea…. Really, the worst hire company has just got worse. All organising is done by computer apparently and when you do get through to a person it is to someone working at home on a headset via an Internet line that drops out with a background of kids crying, dogs barking and telly in the background. Nice.”
“Ok hired a micro digger from these, turned up not the one I asked for.
They advertised a zero swing digger which was important as I had very little to no space in the garden, to my surprise no zero swing digger turned up, INSTEAD A DIGGER WITH THE BIGGEST REAR END ON A MICRO DIGGER EVER, at least 3 foot which was completely useless in the space I had
Anyways, I signed for the digger also telling the delivery driver it was the wrong digger on delivery and putting this down on the paper work, I said I would give it a shot but most probably wouldn’t be any good
A few hours into using this I decided to ring hss to come back out collect the digger as it was no use to me after paying nearly 500 pounds for a Monday to Friday hire.
I was told by hss that I would receive a full refund as they don’t even stock zero swing micro diggers and the order should never had been completed, oh this was as well quoted by a member of hss hire over the phone not on line so they should no wether or not they have zero swing diggers
Cut long story short 1 month on still no refund for something I couldn’t use and which should have never been sent out
Never use again, am going to start court action against these as I’ll win because all calls are recorded and that will go in my favour as iv spent many hours asking for my refund which I was told I was going to get
Very very disappointed 😡😡😡😡 still 1 month in and at the end of my tail feather with these Willy’ wonker people
GOOD LOOK IN COURT HSS I WILL WIN THIS WAR ON THEFT YOU ANIMALS………..
WARNING….DO NOT USE THESE PEOPLE….”
“HSS Llansamlet - Would not recommended, machine broke down 1st day then again on 2day, two hours after engineer had called to fix the machine, hired and paid for a week, Monday to Monday, received a called on Thursday to say they were collecting the machine Friday morning!!!
£100.00 deposit paid and refunded however, 2 months after we completed the hire, they debited £250.00 from our bank account..... No notification, letter, email or call to state why this amount has been debited, we are now taking legal advise. Shocking service, extremely poor quality machinery, never again, many other machine hire outlets out there, with better service, quality and safer machinery, that don't take fraudulent payments from your account 2 months after a hire!!!”
“FRAUD WARNING BE AWARE
Your bank account could be at risk
The item I hired was faulty and I had to repair it myself as HSS didn’t want to know
4 weeks later my bank declined a payment to them for £113.90 when I called they told me it was for the hire in June I didn’t pay for
I have a lawn 3x4 m the item I hired I hired was a roller that leaked for I had finished after one day didn’t need it for two days after paying
I called them and they said they had no booking for may and that I had it for 7 days from the 7th June I was on hols from the 3rd June
They attempted to take the £113.90 several times over the next two weeks but I had locked my card for online purchases I have now informed my bank to stop any requests for money from HSS This is fraud taking money using bank card details they tell you they don’t save cans numbers
You best choice is to pay cash or better still find another hire store”
“Just awful, latest experience is worse than just horrible. You will hire tools that no one checks, if the tool is faulty, expect no help at all in this branch. Its manager Gaylan is absolutely disrespectful, dishonest person, will never return calls or reply to emails if things need to be sorted. Will lie right into your face and won’t hesitate. You will have then to spend hours chasing the refund. The office is not much of the help either, what happened to HSS that we once knew? Look elsewhere, there are plenty of other Tool Hire companies now.”
“Booked and paid for a tower online with collection arranged for 8am. Had driven most of the way to the branch when I got a phone call saying it wasn't in stock, they didn't know when it would be but they'd call when it came in. Struggled to get hold of anyone by phone but when I was able to 7 hours later they eventually told me it wouldn't be available until some point on the following day! The branch told me not to use the website in future because it wasn't reliable regarding what was available and they could do it cheaper on the phone BUT the local phone number listed on the website goes to a national call centre. I got the feeling no-one involved cared about the inconvenience caused. I cancelled my order and will raise a complaint”
“Hired a dumper truck from these con artists for 4days have hire date and end date on invoice.however they still take money from my bank account total up to now £2500 I will take them to court if not correct this tomorrow.taking money from my account without telling me.this is fraud”
“I would give it no stars if I could. Booked and paid for a wallpaper steamer online. Recieved conformation email and Went to collect two mornings later at the Aylesford branch. Arrived to be told it wasn't in and someone should have emailed/rang me to say not here. An hour and a half wasted journey and a whole day booked off for nothing. The complaint line is the worst ever as totally uncaring”
“Unfortunately HSS has gone really downhill customer service wise. We used to have a great relationship with the airports desk but since we were allocated a new rep everything changed. Even the staff were so unbothered, hard to get hold of & overall just didn't really care about the service anymore. After multiple attempts of trying to resolve issues, 3 months had gone by without us using them and they didn't notice. Shame how bad it got and I would say the airports desk are in desperate need of new management.”
“I hired a tower from HSS hire for a week. After the one week hire they took the Tower. I paid for the weeks hire using my wife's Debit
Card. However HSS Hire were still taking money from my wife's bank account every month. My wife told me about HSS taking money from her account for 5 months. This amounts to mire than £ 4,000.
I have been trying to get this refund from HSS hire. but not having much luck. Its now been more than a year.”
