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 $for the damagesI am not sure during weeks how many times the equipment was rented to other peoplethe other CC receipt fpr is not signed by meThe time it took them to contact me is because Mr [redacted] was on vacation and they waited for his returnThis is not valid reason for days waiting and then charging my cc and then informingAs per their website it clearly says all equipments are automatically insured, and they have charged me $It is very misleading and was not explained by [redacted] at the time of renting Sincerely, [redacted] ***
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, 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 machineOne 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 locationWhen 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, etcThe 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 showedThe 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 beIn 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 narrowWe are absolutely trying to work with the customer, as we are only charging the minimum rental fee of $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 $
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 $for the damagesI am not sure during weeks how many times the equipment was rented to other peoplethe other CC receipt fpr is not signed by meThe time it took them to contact me is because Mr [redacted] was on vacation and they waited for his returnThis is not valid reason for days waiting and then charging my cc and then informingAs per their website it clearly says all equipments are automatically insured, and they have charged me $It is very misleading and was not explained by [redacted] at the time of renting Sincerely, [redacted] ***
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, 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 machineOne 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 locationWhen 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, etcThe 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 showedThe 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 beIn 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 narrowWe are absolutely trying to work with the customer, as we are only charging the minimum rental fee of $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 $