Frequently Asked Questions:

Are masks mandatory at your location?

Yes they are currently, however, due to the BC Communicable Disease Planning requirements, this may change.  Our requirements for all customers, visitors and staff will be posted at the entrance of our building.  You may also call ahead to find out what requirements we have.

BC has relaxed the laws with respect to mask wearing, why do I still have to wear one at Trowelex?

You are correct in that the Provincial State of Emergency has ended, and therefore the Government is not mandating masks, however, we are Privately, not Publicly owned, therefore, we reserve the right to impose any policy or requirement we feel is necessary to protect the health and safety of our customers, visitors and staff.  Furthermore, any verbal or physical abuse to our staff regarding our Health and Safety policies will not be tolerated, and will be forwarded to law enforcement for investigation and potential prosecution.

I have a medical condition that prevents me from wearing a mask, can I still be served?

We would be more than happy to serve you curbside, or, you can call us over the phone.  Mask wearing in our facilities is mandatory with no exceptions, but we will make all reasonable efforts to serve those that cannot wear a mask.

I want to rent equipment, but do not have a charge account.  What do I need to rent equipment from you?

If you want to rent from us, please be sure to have at the time of rental, a current photo ID card, and either a Mastercard, or Visa Card to use as security deposit.  You also must provide site location, if not at your residence.

I don’t have a credit card, can I still rent?

Yes, however, you will have to provide a cash deposit at the time of rental.  We can process cash, or debit.  Please contact us ahead of time to find out the deposit amount.

Do you accept American Express?

No.  Cash, Visa, Mastercard, and Interac Debit are the only forms of payment accepted.

I rented an item for a day, but was charged for 2, what’s up with that?

As noted on your contract, the duration of equipment use is taken into consideration with respect to rental charges assessed.  Some of our equipment is equipped with hourmeters.  Our standard day is based on a single 8 hour shift.  Once you exceed that first shift, you will be charged 1.5 the daily rate for use up to 16 hours, and charged double the daily rate for use 17 – 24 hours.

I have a rental, but cannot return the item due to extenuating circumstances, what can I do?

We can help with that.  We offer delivery and pickup services.  Call us for more information, or to schedule your pick up.

The item I rented is broken / does not work, and I did not damage it.  What can I do?

Call us immediately to report the failure.  You can then bring the item back for repair or replacement, depending on what the quickest solution is, and we will adjust your rental contract to not charge you for the down time.

The item I rented was stolen.  What do I do?  What is going to happen?

First thing is to contact the police and file a complaint.  Once you receive your file number, contact us to report the item stolen, and provide the police file number.  We will then work to find the most amicable solution.  Without a police file number, you will be charged for the replacement cost of the item(s) you rented.

I need to rent a Bobcat Loader or Manlift, but don’t have a training certificate.  Can I still rent the item?

No.  We require proof of competency training before the item will be released to your custody.  We do offer Manlift and Bobcat Loader and Excavator Training.  Please call in advance to book your course.

I need to get fit tested for a respirator.  Do I have to go through the training?

There is no simple answer.  If you never have worn a respirator, then the training is mandatory.  Experienced users are not required to be trained annually, however, they still must prove competency.  To simplify things, we incorporate training  with the fit testing.  The Administrator will customize the lesson based on the participant’s proficiency.  The training is a great opportunity for the participant to learn what is new, and to refresh their knowledge.  We realize that our competition does not include training in their program, however, this is what set’s us apart.  We believe in doing everything right, and live up to our motto of “Your Jobsite Problem Solvers”.  We are the only local source for a fully CSA compliant fit testing program.