Ango Rentals Inc

Initial Business Response /* (1000, 7, 2016/03/02) */
Ango Kernan Rentals received a letter from the Revdex.com on March 1, regarding a complaint issued against us, which was issued in errorThe complaint should have been issued against Budget Truck, which allows customers to pick up and drop off
Budget trucks at our locationThis particular customer was a Budget customer, picking up and dropping off a Budget truckThey did no business on the Ango Kernan Rentals side
A customer is given an estimated total rental cost at the time the reservation is set upWhen the customer came in and picked up the truck, if they would have asked about a final cost should they be be told that the Budget system prorates their time accordingly
The customer returned the truck hours late, therefore causeing additional fees to be added on their final agreement totalThe customer signed the contract upon the return of the truck and never mentioned anything with regard to their disapproval of the final cost
The customer claims that they received disrespectful service while doing business with us, in my opinion is percent accusationDuring the customer's visit to our store they never mentioned feeling disrespected, never asked to speak with a manager due to their feelings of disrespect nor did they mention anything regarding their displeasure with the final amount due
We are very sorry the customer felt disrespected and that they should not have had to pay for their additional hours of truck rental time, however we feel as though this customer was treated with the utmost respect from beginning to end and would have been happy to talk these issues over with the customer at the time of their rental to resolve these issues

Initial Business Response /* (1000, 5, 2015/08/07) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@angokernan.com
On July 11, this customer rented our 50' liftThe lift was returned at 7am on July 13th with extensive damageThe customer explained to
our employees in the yard that a tree had fallen on the liftAfter our mechanics had a chance to inspect the lift, it was determined that the hydraulic cylinder for the left rear outrigger was crushed when the tree fell on it
The cost for the part to repair the cylinder is $Due to this damage and the time it will take to receive parts and make repairs, we are missing out on the rental income we would normally be receiving as well
Damage to our equipment due to neglect on the customers part is not covered by the damage waiver insurance
We have tried contacting the customer and working out a payment plan, however, customer has not responded to our attempts
Customers are responsible when they damage the equipment

I have also attached a copy of the back of our contract that Mr*** has signed along with a copy of our actual website where it explains the damage waiver to our customers

Complaint: [redacted]
I am rejecting this response because:There were no...

communication from Ango till 6th October, at that time [redacted] called me and said they have cherged my CC for $364.95 for the damages. I am not sure during 3 weeks how many times the equipment was rented to other people. the other CC receipt fpr 260.00 is not signed by me. The time it took them to contact me is because Mr. [redacted] was on vacation and they waited for his return. This is not valid reason for 18 days waiting and then charging my cc and then informing. As per their website it clearly says all equipments are automatically insured, and they have charged me $19.20. It is very misleading and was not explained by [redacted] at the time of renting.   
Sincerely,
[redacted]

See attached response

To whom it may concern: This letter is in response to a complaint that you all recently received under complaint #[redacted].  On Monday, April 4, 2016 at approximately 9am, an Ango Kernan Rentals employee delivered a 34’ track driven lift to the complainant at a residential address with which...

they provided to us.  Our delivery driver dropped off the lift and a safety harness, explained proper operating procedures and answered any and all questions the customer had, then left the premises.  At approximately 11:30am on the 4th of April the complainant called the store stating that something had happened to the lift and they needed service.  Please note that on a previous day when the customer had come into our store to look at the lift, he clearly had not used a lift of this kind prior and needed much instruction as to the use of the machine. One of our service techs took the call and responded immediately.  Upon arrival he noticed the lift was in the backyard of a residence positioned under a tree.  The customer explained to our service tech that the boom had cracked while attempting to raise it.  The service tech immediately called the store and spoke with a manager and the manager and a mechanic immediately headed to the location. When the mechanic and manager arrived at the location, they noticed that the lift was positioned almost directly next to a tree and that it was evident that the lift had hit a tree trunk causing the Trunking Unit to crack in half.  The manager explained to the customer that he would be taking the lift back at that time and that after the mechanic is able to do a comprehensive inspection on the machine and we have a better understanding of any and all issues, we will contact the customer.  Until that time their account would be placed on hold, as per our company policy.  Often this can take several days depending on mechanic’s hours, off days, amount of damage, determining parts needed, cost of those parts, etc. The customer told the manager that he was going to drive to the store to discuss what had happened with the lift in greater detail, however, never showed. The equipment was rented on a Monday, therefore it was too late in the day once the machine was returned to our store, to have determined what happened with the equipment, what was damaged, and any and all costs associated with the damage.  On Wednesday the 6th of April our mechanic was off, as well as the manager who was handling this situation, therefore when they came into the store that day, there was no one available to give the customer any answer on the outcome of the machine damage.  The following day, on the 7th of April when Joey returned to work, he contacted the customer explaining what the mechanic had found and what the costs involved would be. In response to the customers claim that we did not offer to send another lift to the them, we only have one track driven lift which is the only style lift that would have been useful to the customer in the particular location with which they were using it, as the area was very narrow. We are absolutely trying to work with the customer, as we are only charging the minimum rental fee of $161.00 for the use of the lift, only charging our cost on the purchase of the new trunking unit, as noted in the attached invoice and charging a minimal labor fee of $43.74, plus taxes and damage waiver for a total of $475.00.

Initial Business Response /* (1000, 7, 2015/08/07) */
This customer rented our 4 1/2 ton dump truck and had it out on rental for 4 hours on July 13, 2015. During that time, customer drove the truck with the PTO engaged, which is the hydraulics for the dump truck. The over rev engine light...

indicator was on upon the return of the truck indicating this as well. Due to this, the following damage occurred to the vehicle:
- PTO Drive Rod Damaged
- Parking Brake Linkage
- Parking Brake Lever was Bent
- Parking Brake Actuator Rod
- Peter/Paul Control Valve and Bracket
- Electric Fuel Pump -Due to Over revving caused fuel pump to burn out
Customers are responsible for any and all damage to rental equipment due to neglect or misuse.
We have explained this to the customer on several occasions and have offered to work with the customer on making payments, etc., however, customer has made no attempt to work with us on reconciling this issue. Due to this vehicle being out for service since this incident occurred on July 13, 2015, we have missed multiple rentals during this time and have dedicated one of our mechanics solely to fix the damage done to this vehicle.

This is in response to the customers rebuttal.Mr. [redacted] claims there was no communication until October 6th.  When Mr. [redacted] returned this equipment and it was damaged, we informed him at the time of drop off that his contract would have to be placed on a hold until we are able to determine the cost of damages.  Once the damage cost is determined, we would notify him.  We had to reach out to the company with whom we purchase the coating removal tool and get a price from them on the purchase plus shipping it to us.  We unfortunately had to wait to hear back from the company which took approximately a week.  Once the cost was received, we had to wait for owner to get a final cost to charge the customer, as we pride ourselves on working with the customers and being as fair as we possibly can.  The owner isn't at the business everyday and it this particular time, he was out of town due to return in a few days.With regard to Mr. [redacted] saying we had to have rented this machine out several times during the time period we were waiting to determine a fair price, that is correct.  The machine it self didn't have any issues, it was an attachment on the machine that was damaged by Mr. [redacted]'s employee.  We lost rentals on that attachment because we only have one of those attachments in our rental fleet.  Whether or not the machine is rented out, has no effect on Mr. [redacted]'s contract and how it was handled. I have attached copies of all transactions taken on Mr. [redacted]'s card.  The receipt for $260.00 that Mr. [redacted] is claiming he never signed for was immediately refunded to his account, as per copies attached.Mr. [redacted] has also claimed that our website says that all equipment is insured.  I have attached a copy from our website with the exact wording, as well as, a copy of the back of our contract that discusses the insurance.  Mr. [redacted] signed a copy of the contract when he originally rented it, that clearing lists the damage waiver amount that he would be responsible for paying.Mr. [redacted] claims that no one was in contact with him.  We contacted him on or about October 6th just as soon as we had a final figure on the cost of the damaged equipment along with his total rental amount.  [redacted] had to leave a message for him.  Mr. [redacted] called back and said that he didn't understand what we were talking about and asked us to call his employee and explain everything to him.  [redacted] called the number given to him by Mr. [redacted] and the number was disconnected.  [redacted] then tried calling Mr. [redacted] back and had to leave another message explaining that he was unable to reach his employee.Mr. [redacted] gave us a $260.00 initial deposit amount on his credit card.  The total amount of Mr. [redacted]'s rental, along with the cost incurred due to the damaged equipment, was a total of $556.68.  Another charge in the amount of $364.95 was charged to pay the additional amount of this invoice.  That charge was in error by an overage of $68.27, as we took care of all shipping and labor costs incurred.  So we refunded $68.27 back to the credit card on October 6th as well.  After all is said and done, the total amount charged to Mr. [redacted]'s card was $556.68 which is the total amount of his invoice, which includes the rental, sales items purchased and the cost for the damaged equipment, which was discounted greatly.We feel as though we have tried doing everything possible to work with Mr. [redacted] and be as fair as possible with him throughout this process.Thank you!