Complaints

• Initial Complaint

  04/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  Rented 2 box truck from this business on 3/28/24 at 1pm. Was told the daily fee was 175 plus mileage .35/mile. I was told the deposit was 1200 for each truck. I returned both trucks on 3/29/24 around 1pm. I was charge a total of 2450 for both trucks. Which included the deposit amount for 2 box trucks (2400), a cleaning fee (25/each truck, that I was never told about), the mileage. Was only refunded *******, they deducted the charge amount from the deposit. I was charge for 2 days a total of ****** including all the fees mentioned about for each truck! When it should have been 175 plus the mileage fee only, which would have been ******. Also the contract states that the deposit should have been 500 not 1200. When going back to speak with the staff, they said that I rented the truck on the 28th and returned it on the 29th, hence for them it was 2 days. However anywhere else you rent a vehicle, the daily norm is if you rent it on 3/28 @ 1pm the daily fee covers you until 3/29 @ 1pm, anything after that is pro rated. Also the business name is not very clear on the phone when first speaking with them they said DTI Trucks, paperwork says RMT Rentals, agreement states RMT Leasing. I would just like to be refunded ****** for each box truck. This is business does not inform the customer upfront of ANY additional fees.

  Business response

  04/02/2024

  The customer was informed that a deposit of $1,225 per truck would be collected at the time of picking up the truck. We charged the customer a total of $2,450 for a deposit. When the truck was returned, we charged the customer two days of rent per truck for the term of 3/28 to 3/29 as stated on the contract plus miles charged at $0.35/mi. The contract was written as a daily rental and not an hourly rental, as stated on page 6 of the agreement. We do not prorate contracts by the hour; therefore, the customer was charged for two calendar days. The customer did not mention or discuss any daily or hourly prorations of the rate prior to renting the truck, nor did he express any concern when the trucks were returned. The concern was not brought to our attention until four days after they were returned. The customer was charged an additional $25 per truck for a cleaning fee. Cleaning fees are disclosed on the last page of the agreement and signed by the customer. The customer was not charged for any additional fees that were not disclosed to them upfront. State sales tax and the mandatory state daily rental fee was collected on the invoice as required by law. The customer was made aware that the deposit would be used as a credit to the final invoice and would be refunded the balance. 

  RMT Rentals is a DBA of RMT Equipment Leasing, which is why the contract names both. The rental operations are based out of our DTI Trucks location and the rental operations was just rebranded two weeks ago, which may have caused slight confusion for the customer. 

  Customer response

  04/03/2024

   
  Complaint: 21515449
  
  I am rejecting this response because: This business cannot state an amount for the deposit over the phone and than their agreement states a different amount. Their agreement should match what they verbally say to the client. We were charged more that what we had agreed upon. Also, we use the truck for 1 day rental, when we spoke on the phone and when we booked the 2 trucks we spoke about a day rental. Renting out the truck at 1pm on one day does NOT constitute an entire day. The daily fee should cover 24hrs from 3/28/24 @1pm to 3/29/24 @ 1pm, like everyone else on the same market, that is the standard across any business that rents vehicles.  This business should not be allowed to change their rental terms to fit whatever they want. 
  
  Sincerely,
  
  *************************

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