Complaints

• Initial Complaint

  11/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am filing this complaint regarding an unrefunded cleaning fee from Weco Rental Company related to a rental I made on October 8, 2024. I rented a ride-on roller and excavator from this company, and the owner assured me at the time of rental that I would receive a refund for the cleaning fee. However, despite more than one month passing, the cleaning fee has not been refunded to my credit card. (50 per machine 100 total) On multiple occasions, I have visited the rental location to speak with the owner and manager (****) and have shown them my bank statements as evidence that the cleaning fee has not been refunded. However, the owner and manager have consistently claimed that there was no charge for the cleaning fee on my account, even though the fee was clearly charged and is visible on my bank statement. When I raised this issue, the owner and manager referred to a $50 cleaning fee from a previous rental (prior to my second rental in October) and incorrectly stated that this was the charge in question. I have repeatedly explained that this cleaning fee was for a different rental and does not apply to the October 8th rental. Despite this, they continue to evade my questions and have provided no clear resolution. I am seeking an immediate refund of the cleaning fee that was promised to me, as I have already provided evidence that the refund has not been processed. I would appreciate the BBB’s assistance in resolving this matter and ensuring that the refund is issued.

  Business response

  12/04/2024

  The fee was applied to the repair cost to fix the damage to the machine. 

  Customer response

  12/04/2024

  Response to Business’s Proposed Resolution for Complaint ID ********Dear Better Business Bureau,I have reviewed the response offer made by Weco Rental Company regarding complaint ID ********, and I have determined that the proposed action does not resolve my complaint.The business has failed to acknowledge or address the core issue — that the cleaning fee for my rental on October 8, 2024, has not been refunded, despite multiple assurances from the owner at the time of the rental that the refund would be processed. I have presented my bank statements as evidence that no refund has been issued, but the business continues to deny the existence of the charge, instead referencing a separate fee for a prior rental. This response from the business does not address the specific cleaning fee from the October 8th rental, and the business has not taken any steps to resolve the issue.The business has not offered any concrete or actionable steps to refund the cleaning fee, nor have they provided any explanation as to why the refund has not been processed, even though I have provided documentation that the charge remains unpaid.Therefore, I respectfully request that the BBB continue to pursue this matter on my behalf and work toward a resolution where the promised refund for the October 8, 2024, cleaning fee is issued promptly. I expect a clear acknowledgment of this fee, along with a commitment to refund the amount as originally agreed upon.Thank you for your assistance. Regards, *** *** 

• Initial Complaint

  10/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Rental Date: 10-08-2024 We rented a ride-on roller from Weco Rental Company for compacting soil. We were unaware that it lacked proper brakes to prevent it from sliding down a slope; it only had a hand brake, which was ineffective. The company did not provide safety warnings. On the same day, my sister lost control of the roller, cracking the hood. I contacted the company, but they only stated I was responsible for returning the damaged roller and didn’t inquire about my sister's well-being, prioritizing their equipment over her safety. On 10-09-2024, I returned the roller and informed the company of the damage. They quoted approximately $1,200 for repairs and mentioned a $50 deposit refund. A driver picked up the roller and confirmed the repair quote. I agreed and awaited a follow-up. I later received a message stating I would be charged $3,000 without my consent. While I accept responsibility for the damage, this sudden increase is unacceptable. I spoke with the manager, ****, who asked me to visit for proof of costs. He provided an estimate for a Wacker Neuson RD12 but no official receipt. When I asked for the serial number to verify the repair part, he only gave a part number, raising my skepticism. The rental receipt did not include a serial number or model number, making it difficult to identify the rented machine or damages. The part number was estimated at $3,000 to $4,000. If this is the machine I rented, I would pay for the damage but need details on the actual machine. **** claimed they only use new parts for repairs, which I doubt based on the equipment's condition. their cushion was broken before rented. On 10-11-2024, I reiterated that I would pay the initially quoted $1,200. If they opt for a brand-new hood, the extra cost should be theirs. Despite this, the company refused my proposal and stated they could only refund $1,000. As of 10-13-2024, I have not received this refund or further communication about the $50 deposit.

  Business response

  10/29/2024

  We gave Mr. *** a perfectly operating machine. He damaged it. He asked an employee how much it would cost to fix, but that employee did not know off hand so he gave Mr. *** an idea of what it might cost. We only charged Mr. *** part of the cost to replace the part, not labor.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩