Art Work Masonry

OCT - 4 2017Dear, Revdex.com:This response is in regards to complaint [redacted]. Included in this envelope are copies of both the Ace Tool Rental Contract and Rental Agreement signed by the customer, a signed credit authorization, a credit receipt for the rental and damage charges, the...

invoice listing the charges accrued by the customer, two letters from the customer, and a picture of the tool that was returned damaged by the customer.The customer has accused this company of several things. They have alleged that Ace Tool Rental charged them $150. This was a misunderstanding on their part about what a credit authorization is. We never take hold of the amount listed in the authorization. When an authorization is done by us the customer's bank holds that amount until we, the merchant, run a settlement on that authorization. This can take several days after we release that hold before the customer can see that money return to their account depending on which bank the transaction is processed by. We have received a letter from this customer apologizing for this misunderstanding. This sort of thing happens a lot. No worries.As to the condition of the equipment in question it was rented to the customer with only minor wear and tear. The item was returned with a sizable Crack in the handle. The customer was told by our people that some research would need to be done on what repairs might cost. The customer left without signing the return invoice and a credit charge was not generated at the time. Once the tool was examined further and it was determined that a replacement handle could not be obtained due to the tool being out of production a cost of $25 was arrived at. The customer was notified by phone, an invoice, and credit receipt was mailed to their residence.The customer has accused Ace Tool rental of taking the returned item, switching it with an already damaged tool, and maliciously charging them with a fee for repair. This tool is a total loss. The crack in the handle, which can be seen in the included photo, renders the tool a danger to future renters. A serial number engraved by Ace Tool Rental can also be seen in the photo. This is the number on the outgoing rental contract. It is also the number on the incoming and damaged tool. Our people do not receive a bonus, or commission, for charging customers with repairs. It does not benefit our business to have a tool damaged as it renders them unfit for rental. The rate on this tool is $20 a day. As this tool cannot be rented again it will sit on a shelf until it can be cannibalized for parts when another one is broken. The customer was charged what that part would have cost were it still available for purchase.All of this has been explained to the customer. We do not seek out confrontation with customers. Many professionals and amateurs alike over the years have damaged tools and equipment and we try to be reasonable and work with them to rectify any disputes. That is the nature of our business, and the fate of all tools. When a customer is unreasonable and seeks to damage our reputation we feel it. We are a small business and deeply rely on customers being satisfied and returning for help with their projects.Since receiving this complaint we have not contacted the customer as we do not wish to antagonize them further. It is our hope that this matter can be rectified. At the same time we do not wish to be bullied into a refund.Thank you for your consideration in the matter. If there is any more information that you may need to clarify this dispute please do not hesitate to contact me.Aaron M[redacted]CFO, VP