We refunded the amount in full and I sent the e-mail below to Ms***:Ms***Thank you for the additional information and the pictures
This was a tough situation as the only way you could have gotten the mini
excavator into your backyard was to remove your gate and chain link fenceI
can appreciate that you didn’t want to do thatRather than drag this out
further, management has agreed to refund
the $that you paid for the rentalThe amount was refunded a few minutes
ago to the original credit card usedYou should have received an e-mail from
our merchant services with the receipt attachedYou now have received 100% of
the amounts you paid to BigRentz.com.Depending on your credit card company or bank, it may take
to days to have this amount credited to the cardFeel free to contact your
credit card company or bank if it isn’t on your card account within days.Please feel free to contact me directly if you have any
additional questionsWe would also appreciate you contacting the Revdex.com to
indicate that this is now resolved.*** ***, RTRP, CRTP Senior AccountantOUR MISSION: ALWAYS DELIVER A GREAT EXPERIENCE.*** *** *** *** ** *** *** Direct Line ***
We called our customer this morning to discuss the specifics
of his complaint and, if possible, to remedy the situation. At BigRentz.com it is our mission to always
deliver a great experience. Because of
this we provided him with restitution, gave him a dedicated contact and gave
him
additional incentives to keep him as a customer
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[I called approximately 30 minutes after the unit was delivered. The unit could not have been on for 2.5 hours, but it was driven off the delivery truck to my yard. The delivery truck was too large to fit down my street, so he parked on the corner, and drove the unit to my front yard. He spoke to me, and to my neighbor about the size of the unit compared to the size of my fence and suggested that I take off the fence and perhaps it could fit. I drove the unit to my fence line and saw that it would not fit, and called BigRentz. When the driver came to pick up the unit he even told my neighbor (the same one that was present for the delivery) that he knew it wouldn't fit. I can't imagine how that would show 2.5 hours of use, but I needed the excavator to dig out my sewer line. I am no expert, but I am pretty sure it would take even a professional longer than that. I ended up having to hire a plumber to do the job since I have not been able to resolve this issue with your company. I would be happy to provide you their receipt as proof. You are also welcome to come out and measure my fence, roof overhang, and power lines and compare it to the unit. I would have had to remove the neighbor's fence as well as my own, which understandably, the neighbor did not want to do. As for the spent gas, I looked at the unit when it was delivered and it showed full. It was still full when I left it for pickup. Since I was not there for pick-up of the unit I can't say exactly what happened, but I would imagine since the delivery driver had to park on the corner and drive the unit to my house, the driver who picked it up would have also had to drive it to put it on the truck. ]
Regards,
[redacted]
Dear Mr. [redacted], We sincerely apologize that you did not find your rental experience with us to be satisfactory. Our ultimate goal is the happiness of our customers, but we recognize that occasionally the rental of a piece of large equipment does not go as planned. Upon...
receiving this complaint, we had our Customer Care team review your order and all of its notes, which includes contact with you, our supplier, and any order processes (i.e. confirmation, termination, etc.). Based on this review, this is what we found: Unfortunately, we cannot refund you for the first day of your rental due to the machine being down. It is typically our practice to offer a partial refund or a down day if a piece of equipment is not functional at some point in a rental, as long as it is due to outside circumstances and not operator error. However, we never received a call on that day about an issue with the articulating boom lift. Furthermore, our supplier had no record of receiving any call or sending a service technician to the site. While we recognize you may have had an issue on the first day with your equipment (reported as a hydraulic leak in later calls), it was not called into us or our supplier until after the fact. You may have had an third party technician service the equipment or may have serviced the equipment yourself, but we expressly request all of our customers do not do this and instead call us to service their equipment due to the fact that the previously listed alternatives are a liability as well as processes that we cannot track. In the case of receiving a refund being issued for the termination of the rental, we do have record of this. A refund request was submitted on behalf of you in the amount of $123.90 on 9/21/2015. Your rental was quoted at being $995 for the week and $2,110 for the month. As you had the rental from the morning 9/8/2015 to the early evening of 9/21/2015, you had this rental in your possession for two weeks. Since you terminated the rental at two weeks instead of the originally requested month, we refunded the difference of what you paid for one month ($2,110) and the price of the equipment for two weeks ($1,990), resulting in an approximate refund amount of $120. While you requested $500 to be requested, the submitted refund for $123.90 is compatible with this information. As long as there are no fuel charges or damages, you will receive this amount in full. We hope this summary has been sufficient in alleviating the concerns you had with your rental. However, if you would like to discuss this matter with us further, we would love to hear from you directly. Please feel free to contact us at [email protected] or [redacted]. We thank you again for your business and hope we can work with you again in the future.Thank you,BigRentz
Attached is a copy of the e-mail that I just sent to [redacted]. Please let me know if you need anything else.[redacted] April 28, 2015 [redacted]Daytime Phone [redacted]E-mail: [redacted] Revdex.com ID#...
[redacted] Ms. [redacted], I am in receipt of your complaint filed with the Revdex.com. I wanted to make sure I had all of the facts before I responded to you. I've reviewed the documents and listened to the calls regarding your order. We rented you a 3/5 mini excavator on March 9, 2015 for delivery on Friday, march 20, 2015. You indicated the use would take place the next day on Saturday. We charged your credit card $448.00 on March 9, 2015 for a smaller excavator. This is the one day charge for a mini excavator and includes a maximum of 8 hours of use. When we were unable to find one the size you originally requested and the rental expert called you and recommended the 3.5 mini excavator. You did express concern but based on the measurements you gave us that this size should have suited your needs. The rental expert then charged you an additional $65.00 for the larger unit. This is the unit agreed to and we delivered it was on Friday, March 20, 2015 in the afternoon. According to our supplier the driver doesn't remember discussing the size of the unit with you when it was delivered. This is neither here nor there. you called late that afternoon indicating that the unit was too large to do the job in your backyard. However it was too late on Friday to pick up the unit and you were told the unit would be picked up on Monday. The unit was then picked up on Monday, March 23, 2015. The real problem in all of this is that the supplier charged us for the rental because the meter on the unit showed the mini-excavator was used for 2.4 hours between the delivery on Friday and it being picked up on Monday. Because of this we feel the unit was used. we haven't refunded the original $448.00 because of the meter usage. As a courtesy to you, we didn't charge you for the fuel used (which wasn't replaced) and refunded the extra $65.00 to your credit card on April 14, 2015. We believe this matter is closed at this point. Please feel free to contact me if you have any questions or comments. Respectfully, [redacted], RTRP, CRTP Senior AccountantOUR MISSION: ALWAYS DELIVER A GREAT EXPERIENCE.[redacted] Direct Line [redacted]
At
BigRentz.com, it is our hope that the customer always experiences the best
service possible. Although we don't necessarily agree with all of Ms.
[redacted]'s statements we have refunded the $580.00 she requested. We’ve also requested the customer to remove
this complaint as we...
We refunded the amount in full and I sent the e-mail below to Ms***:Ms***Thank you for the additional information and the pictures
This was a tough situation as the only way you could have gotten the mini
excavator into your backyard was to remove your gate and chain link fenceI
can appreciate that you didn’t want to do thatRather than drag this out
further, management has agreed to refund
the $that you paid for the rentalThe amount was refunded a few minutes
ago to the original credit card usedYou should have received an e-mail from
our merchant services with the receipt attachedYou now have received 100% of
the amounts you paid to BigRentz.com.Depending on your credit card company or bank, it may take
to days to have this amount credited to the cardFeel free to contact your
credit card company or bank if it isn’t on your card account within days.Please feel free to contact me directly if you have any
additional questionsWe would also appreciate you contacting the Revdex.com to
indicate that this is now resolved.*** ***, RTRP, CRTP Senior AccountantOUR MISSION: ALWAYS DELIVER A GREAT EXPERIENCE.*** *** *** *** ** *** *** Direct Line ***
We called our customer this morning to discuss the specifics
of his complaint and, if possible, to remedy the situation. At BigRentz.com it is our mission to always
deliver a great experience. Because of
this we provided him with restitution, gave him a dedicated contact and gave
him
additional incentives to keep him as a customer
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[I called approximately 30 minutes after the unit was delivered. The unit could not have been on for 2.5 hours, but it was driven off the delivery truck to my yard. The delivery truck was too large to fit down my street, so he parked on the corner, and drove the unit to my front yard. He spoke to me, and to my neighbor about the size of the unit compared to the size of my fence and suggested that I take off the fence and perhaps it could fit. I drove the unit to my fence line and saw that it would not fit, and called BigRentz. When the driver came to pick up the unit he even told my neighbor (the same one that was present for the delivery) that he knew it wouldn't fit. I can't imagine how that would show 2.5 hours of use, but I needed the excavator to dig out my sewer line. I am no expert, but I am pretty sure it would take even a professional longer than that. I ended up having to hire a plumber to do the job since I have not been able to resolve this issue with your company. I would be happy to provide you their receipt as proof. You are also welcome to come out and measure my fence, roof overhang, and power lines and compare it to the unit. I would have had to remove the neighbor's fence as well as my own, which understandably, the neighbor did not want to do. As for the spent gas, I looked at the unit when it was delivered and it showed full. It was still full when I left it for pickup. Since I was not there for pick-up of the unit I can't say exactly what happened, but I would imagine since the delivery driver had to park on the corner and drive the unit to my house, the driver who picked it up would have also had to drive it to put it on the truck. ]
Regards,
[redacted]
Dear Mr. [redacted], We sincerely apologize that you did not find your rental experience with us to be satisfactory. Our ultimate goal is the happiness of our customers, but we recognize that occasionally the rental of a piece of large equipment does not go as planned. Upon...
receiving this complaint, we had our Customer Care team review your order and all of its notes, which includes contact with you, our supplier, and any order processes (i.e. confirmation, termination, etc.). Based on this review, this is what we found: Unfortunately, we cannot refund you for the first day of your rental due to the machine being down. It is typically our practice to offer a partial refund or a down day if a piece of equipment is not functional at some point in a rental, as long as it is due to outside circumstances and not operator error. However, we never received a call on that day about an issue with the articulating boom lift. Furthermore, our supplier had no record of receiving any call or sending a service technician to the site. While we recognize you may have had an issue on the first day with your equipment (reported as a hydraulic leak in later calls), it was not called into us or our supplier until after the fact. You may have had an third party technician service the equipment or may have serviced the equipment yourself, but we expressly request all of our customers do not do this and instead call us to service their equipment due to the fact that the previously listed alternatives are a liability as well as processes that we cannot track. In the case of receiving a refund being issued for the termination of the rental, we do have record of this. A refund request was submitted on behalf of you in the amount of $123.90 on 9/21/2015. Your rental was quoted at being $995 for the week and $2,110 for the month. As you had the rental from the morning 9/8/2015 to the early evening of 9/21/2015, you had this rental in your possession for two weeks. Since you terminated the rental at two weeks instead of the originally requested month, we refunded the difference of what you paid for one month ($2,110) and the price of the equipment for two weeks ($1,990), resulting in an approximate refund amount of $120. While you requested $500 to be requested, the submitted refund for $123.90 is compatible with this information. As long as there are no fuel charges or damages, you will receive this amount in full. We hope this summary has been sufficient in alleviating the concerns you had with your rental. However, if you would like to discuss this matter with us further, we would love to hear from you directly. Please feel free to contact us at [email protected] or [redacted]. We thank you again for your business and hope we can work with you again in the future.Thank you,BigRentz
Attached is a copy of the e-mail that I just sent to [redacted]. Please let me know if you need anything else.[redacted] April 28, 2015 [redacted]Daytime Phone [redacted]E-mail: [redacted] Revdex.com ID#...
[redacted] Ms. [redacted], I am in receipt of your complaint filed with the Revdex.com. I wanted to make sure I had all of the facts before I responded to you. I've reviewed the documents and listened to the calls regarding your order. We rented you a 3/5 mini excavator on March 9, 2015 for delivery on Friday, march 20, 2015. You indicated the use would take place the next day on Saturday. We charged your credit card $448.00 on March 9, 2015 for a smaller excavator. This is the one day charge for a mini excavator and includes a maximum of 8 hours of use. When we were unable to find one the size you originally requested and the rental expert called you and recommended the 3.5 mini excavator. You did express concern but based on the measurements you gave us that this size should have suited your needs. The rental expert then charged you an additional $65.00 for the larger unit. This is the unit agreed to and we delivered it was on Friday, March 20, 2015 in the afternoon. According to our supplier the driver doesn't remember discussing the size of the unit with you when it was delivered. This is neither here nor there. you called late that afternoon indicating that the unit was too large to do the job in your backyard. However it was too late on Friday to pick up the unit and you were told the unit would be picked up on Monday. The unit was then picked up on Monday, March 23, 2015. The real problem in all of this is that the supplier charged us for the rental because the meter on the unit showed the mini-excavator was used for 2.4 hours between the delivery on Friday and it being picked up on Monday. Because of this we feel the unit was used. we haven't refunded the original $448.00 because of the meter usage. As a courtesy to you, we didn't charge you for the fuel used (which wasn't replaced) and refunded the extra $65.00 to your credit card on April 14, 2015. We believe this matter is closed at this point. Please feel free to contact me if you have any questions or comments. Respectfully, [redacted], RTRP, CRTP Senior AccountantOUR MISSION: ALWAYS DELIVER A GREAT EXPERIENCE.[redacted] Direct Line [redacted]
At
BigRentz.com, it is our hope that the customer always experiences the best
service possible. Although we don't necessarily agree with all of Ms.
[redacted]'s statements we have refunded the $580.00 she requested. We’ve also requested the customer to remove
this complaint as we...
have satisfied what she requested.