Complaints

• Initial Complaint

  09/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 8/29/2024 and on 9/13/2024 I was charged $150 to rent their material lift. The website states the rental fee was $95.GENIE SUPER LIFT WINCH HOIST 18, 650 lb CAPACITY DAY $95.00 When I called the rental department in anchorage the person said I should have been charged the website rate. He claimed he was going to call wasilla and call me back. He did not call back. Called in again spoke to him and to a man named **** who said the website price was just a guideline and that I signed the contract for more so he was not going to honor the website price.Advertising one price online and charging substantially more is clearly a violation of the THE ALASKA CONSUMER PROTECTION ACT.I would like the difference between the web price and what I was charged to be refunded and punitive damages if possible. This is unfortunate,, this company could have made a lot more money and gotten good advertisement by simply doing the right, honest and fair thing.

  Business response

  10/22/2024

  Good afternoon Selena,
      I apologize this dispute was not answered sooner, these emails went into our junk email box.
  
  In regards to the complaint filed by ******* ********.******* came in and rented a man lift from us on two separate occasions. Once from 8/28/24 to 8/29/24 and once from 9/12/24 to 9/13/24. On both occasions ******* signed the rental contract which very clearly states what the rental rates are at $150.00 per day for this unit. I have attached both signed rental contracts here for your review. When ******* called in to complain about the price he was charge vs what he saw on our website, we realized then that our IT web designer had mistakenly uploaded the 2023 rental rate guide, and not the 2024 rental rate guide. The rental rate guide you uploaded to this complaint says 2023 right on the front page, this was an honest mistake, and we clearly explained this to the customer. We immediately got with our IT lady and got the correct rental rates fixed on the website, I am also attaching that guide here.This was an honest mistake on the part of our IT team. We dont at all feel that we have wronged Mr. ********* in any way. He had a contract on both occasions, the price for the rental is on those contracts, both of them are the exact same, and he signed them both.
  
  ******* ******
  Office/Accounting Manager
  Totem Equipment &Supply, Inc.
  Totem Rentals, Inc.
  ************

  Customer response

  10/28/2024

   
  Complaint: 22304633
  
  I am rejecting this response because:

  Totem **** is still not accepting responsibility for their mistake of posting one price and charging another which they admitted to doing.

  Instead of being honest about their mistake that resulted in false advertising they try to justify it by saying you signed the contract so it is OK that we advertised a lower price than we gave you. 

  This is a shameful dishonest business practice and stains the reputation the former management build in this company.

  A better solution would be to say we are sorry for our mistake and we will split the difference with you.

  That would have been good customer service and shown good management skills and integrity.  Their response is more like a 3 year old getting caught stealing candy trying to deny responsibility. 

   The one thing they have achieved is some word of mouth advertising, probably not they kind they should have strived for.

  This is not about the money as much as it is about the priciple of the matter. It is about being honest and having integrity.

  Shame on you TOTEM,

  
  Sincerely,
  
  ******* ********

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