Complaints

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 17, I rented a trenching machine the rental machine broke down because the drive belts broke. On June 24, I was able to pick up the repaired machine and finish the job. When the job was done, I returned it to the store and was charged for the rental as if I was there for the first time to rent it. In total, I was charged $45.00 with $2.48 tax on June 17 and then on June 24, I was charged $44.00 with $2,48 tax and I guess they gave me a dollar credit because of the mechanical failure. I might add that the rental and store manager were very vulgar with my complaint about the charges. My argument was that the rental for that machine was $45 for 4 hours, $60 for 8 hours and $80 dollars for 24 hours. Since their machine broke down and I was unable to finish the job the first day, I should have been charged $60 in total instead of $89 plus tax for a job that took just over 5 hours to complete even with the mechanical set backs.

  Business response

  08/29/2024

  Tell us why here...Customer did rent machine and it did break toward the end of his contracted period of 4hrs. Customer expressed he did not complete his trenching needs. ***** offered to contact him when repaired and let, at time of customers choosing, him retake out for the remainder of period left on contract, 1.5 hrs.Customer agreed. On 6/24 customer re-rented trencher at no charge for the additional 1.5hrs remaining.  ******** returned the machine ********** later, ~45mins past contract due in time. (Please note store practice is to note customers start time ***** mins later then actual time of contract. This gives every customer a built in ***** period to load and start travel.)  It is store policy that if a customer is not to be back by their due time they must call and notify store. Failure to do so will result in a late fee ($10) as well as additional rental fee. This policy is stated on the Wall behind cashier. As well as on a reminder stapled to the top of every customer copy of contract handed to them at time of pickup.  This customer failed to call and inform us so customer was charged for extra time.  The clerk did chose not to charge him a late fee as a courtesy.  Since no call was given customer was charged for shortest rental rate.  Per store policy contract extensions to extended rate times are only granted to customers who call to extend.  Customer did not like our store policies or rental rules and adamantly and aggressively expressed that in the store at time of return. When he didnt get what he wanted he came back to aggressively argue his case again this time to me. I tried explaining our policies and rules and repoint them out on wall but he refused to listen. Customer demanded I rent my small equipment as he used to rent big equipment in his business some years ago. Customer refused to listen to my side. At no point was any vulgarity used by me or my staff. Unfortunely the aggressiveness and rudeness were all on his side each a time he visited including his initial rent pickup.
  Note: we had to have him sign a new contract on 6/24 because it was a different day and because some time had passed before he could schedule it use again.  This also means I had to have some form of deposit on the machine and per policy a $1 credit card deposit is charged at time of pickup and then refunded at time of return. Hence the $1 credit he was referring to.
  Due to his behavior we chose to have no more contact with this customer and have closed the matter. 

  Customer response

  09/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  On June 17, I rented a trenching machine and the rate was $45 for 4 hrs., $60 for 8 hrs. and $80 for 24 hrs.  Note, when I picked up the machine and was shown how to use it, a large chunk of hard **** fell out of the machine which indicated that it was not checked out before I picked it up.  When I had about two thirds of the trench dug and the wire placed, the two drive belts broke. I called the store and was told that they did not have the belts needed and that it would take about 4 days to get them and that I should return the trencher to the store.  I had to cut the wire that the trencher was placing to free it from the machine and drag the machine back to my vehicle, load and secure it and drive back to the store.   I handed them the two broken drive belts and mentioned that the belts looked worn with many surface cracks and should have been replaced prior to my rental.  
  
  
  After being notified that the machine was repaired, I picked it up on June 24 and returned to complete the trench.  I had to drag the machine back to where it broke, about 140 feet, thread the wire into the machine and splice it with special caps that were required to mend it.  When finished, I returned the machine to the store where I was informed that they did not have a rental fee for an hour and that I was to be charged for a separate 4 hour charge of $45 plus tax.  I asked why I am being charged for a separate 4 hour charge as I was unable to finish the trench the first day because of the breakage and that I should be charged for the 8 hour fee instead of two 4 hour fees.  An 8 hour rental would amount to $60 plus tax and not the $90 that I was charged.
  
  
  On the back of the rental agreement, item 7 of 14 items with very small letters states " TIME OF RETURN:  ******'s right to possession terminates on the expiration of the rental period and retention or possession after this time constitutes a material breach of this contract.  Time is of the essence of this contract. Any extension must be mutually agreed upon in writing."  None of this information was mentioned to me when I rented the equipment.  
  
  
  I am 80 years old and have been in construction for most of my life, a ********* and general contractor for a number of years, started out on a shoe string renting everything from concrete clamps (with option to buy) to bulldozers and have never run into this type of problem.  Approximate time frames were given to the rental place and if I went over that time, the next time frame would apply, in this case the total rental fee should have cost me $60 not $90 charged. According to their fees, I could have rented this machine for $80 and had it for 24 hours.  I might add that I had my brother-in-law help me on both occasions.  Also, when I picked up the repaired machine, it took approx. 45 minutes to drive from the store back to the site one way and then another 45 minutes to bring the rental unit back to the store again not to mention the set up time also required.  According to their receipt,  I was over their initial 4 hours by an hour and 20 minutes.   The additional drive times amounted to an hour and 30 minutes all because of equipment failure.  Being charged an additional $44 is nothing less than theft.  
  
  

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