Frequently Asked Questions
Answers to common questions about equipment rentals, fuel services, and accounts.
Working With New West
Why should I choose New West Equipment?
Because your site doesn’t have time for guesswork.
We focus on clear communication, dependable equipment, and practical solutions that keep work moving. When issues come up, you reach people who understand the reality of active job sites and take ownership of solving the problem.
What areas do you service?
We provide equipment, fuel, and site services across Calgary and Southern Alberta, including:
- Airdrie
- Aldersyde
- Banff
- Blackfalds
- Bragg Creek
- Calgary
- Canmore
- Chestermere
- Cochrane
- Diamond Valley
- High River
- Irricana
- Millarville
- Okotoks
- Red Deer
- Strathmore
If you’re unsure whether we service your area, just ask – chances are, we do.
Rentals, Delivery & Logistics
What are your hours of operation?
Monday to Friday from 7:00 AM to 5:00 PM. Our fuel team handles scheduled deliveries Monday to Saturday. For urgent issues outside regular hours, 24/7 on-call support is available.
How is pricing calculated?
Pricing is based on equipment type, rental duration, and any added services like fuel and delivery. Contact us for a detailed quote based on your specific needs.
What are your Terms & Conditions?
You can view our complete Rental Terms & Conditions here.
Do you deliver and pick up equipment?
Yes. We deliver and pick up equipment using vehicles appropriate for the size, weight, and site conditions. Specialized vehicles such as crane trucks may be required, which can affect delivery pricing. Rush deliveries may be available depending on scheduling and equipment.
Can I pick up and drop-off equipment myself?
Yes, as long as your vehicle and trailer are suitable for the equipment being transported. For safety reasons, we may decline loading if transport is not appropriate.
What’s the minimum rental period?
For most rentals, the minimum rental period is one day. Some specialty equipment may have different requirements – contact us to confirm details and ensure the rental fits your project timeline.
What if I need to keep the equipment longer?
No problem! Just contact our rental team via phone or email and they can extend the rental for you. We will invoice you for the additional time.
Not sure what you need or how long you’ll need it? Call us, that’s what we’re here for.
What if the equipment I need isn’t available?
Give us a call! Even if the exact equipment you’re looking for isn’t currently in our fleet, our team will work with you to find a solution. We’ll check availability, suggest comparable alternatives, or source the equipment through our network – all at a fair, competitive rate. Our goal is to keep your is to keep your project moving without delays.
Can I cancel or modify a rental?
Yes. If your plans change, contact us as soon as possible and we’ll work with you to adjust your rental.
Do you offer long-term or seasonal rentals?
Yes. We support projects of all durations, from single-day rentals to long-term and seasonal arrangements. Long-term rentals often come with better rates – contact us to discuss your project timeline and we’ll work out a plan that fits.
What if I return equipment early?
If you return equipment earlier than expected, contact our rental team at operations@newwestequipment.com and we’ll adjust your invoice accordingly. Depending on the rental agreement, early returns may still be charged for the minimum rental period – we’ll clarify this when you contact us about your return.
What safety certifications or training do I need to operate your equipment?
Some equipment requires specific certifications or training to operate safely and legally. We’ll let you know what’s required when you book your rental. If you’re unsure whether your team has the necessary qualifications, just ask – we’re here to help you stay compliant and keep your site safe.
Accounts, Billing & Insurance
How do I apply for a customer account?
You can apply by visiting us in person or by completing the appropriate application form:
- Cash customers typically pay at time of rental or purchase. Download form
- Account customers are approved for ongoing, regular support and scheduled billing. Download form
Not sure which option fits? Our team can walk you through it.
How long is the account approval process?
Most applications are processed within one business day. If we need anything further, we’ll reach out directly so there are no delays.
Do you require a credit check for account customers?
We may run a credit check as part of the account approval process, depending on the credit limit and payment terms requested. If a credit check is needed, we’ll let you know upfront. Our goal is to make the process as smooth as possible while ensuring responsible account management.
Do I need to pay a damage deposit?
Some rentals may require a damage deposit, depending on the type of equipment. We’ll always let you know upfront if a deposit applies and explain the details, so there are no surprises.
Do I need insurance to rent equipment?
You can choose our Damage Waiver or submit proof of your own insurance that meets coverage requirements. If you’re unsure of what’s required for your rental, we’ll help you sort it out before you rent.
How do I get invoiced?
If you’re a cash customer, you will receive a receipt upon payment.
If you’re an account customer, your invoice will be delivered to you by email after your rental or fuel contract is closed. Please ensure that accounting@newwestequipment.com is added to your safe senders list or check your spam folder if it’s not received within 24 hours.
What payment methods are accepted?
We accept credit cards, debit, e-transfers, or cheques.
Company accounts with credit limits and payment terms can also be created for approved customers. Download customer account application form
What if I have a question about my invoice?
Send an email to our accounting team at ar@newwestequipment.com. Please provide your contract/invoice number and as much detail as possible.
Service, Fuel & Support
Who handles equipment maintenance?
Our team takes care of all equipment maintenance, ensuring everything is safe, reliable, and ready to perform on your job site. If equipment isn’t working properly on site, our service technicians can quickly come out to repair it or provide a replacement, keeping your project on schedule. Of course, we ask that customers treat equipment responsibly – any damage caused by misuse or neglect may result in additional charges.
What happens if equipment breaks down on site?
If equipment stops working properly on site, contact us right away. Our service technicians will either repair it on-site or provide a replacement to keep your project on schedule. Equipment failures due to normal use are covered – damage caused by misuse or neglect may result in additional charges.
How quickly do you respond to emergency repairs or equipment issues?
We understand that downtime and delays can be costly. We aim for same-day response wherever possible. Whether it’s a repair, replacement, or on-site service, urgent issues are prioritized to minimize downtime and keep your site moving.
How do I arrange a fuel delivery and set a refill schedule?
Contact our team at info@newwestequipment.com and we’ll work with you to set up delivery schedule based on your needs and start monitoring your propane or diesel consumption. This helps avoid runouts and keeps deliveries efficient and cost-effective.
If you prefer to have your propane or diesel needs refilled on demand, give us a call when your levels start running below 40%.
How long does it take for my tanks to be recertified?
Recertification usually takes about three days, though during busy seasons it can take up to a week. Our team works to complete the process as quickly as possible while ensuring all inspections and safety checks are thorough.
Check out our page on Propane Tank Recertification here.
Still Have Questions?
Talk to a real person who understands your site. Get clear answers fast and keep your work moving.