Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** All statements that were made on my part are truthful, and they know it If not, they would not have agreed to repay the money that I lost, due to their inability to follow through with their end of the contract Nevertheless, I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Dear Mr***, We are sorry to hear that you did not have a great experience using ***While we look into your rental and call our supplier, I invite you to call Laura in our accounting department at 949-471-This quickest was to resolve this issue is via a phone call. Look
forward to hearing from you, Your *** Team
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Hello Mr***, BigRentz apologizes again that you did not find your rental experience with us to be satisfactoryUpon receiving this additional complaint, we had our Customer Care reassess your order and the record BigRentz kept on itThe information below is what was
discovered. The condition report of the equipment upon drop off and pick up is attached to this responseAs indicated within the report, the mechanic was not able to find any issues with the equipment at either the drop off or the pick up of the equipment. In regards to the alarm going off, the alarm is a safety feature that is activated when the equipment is in a position that is unsafe to operate The equipment may have been on too much of an incline, or the arm could have been at an unsafe angle; unfortunately as our personnel was not on site nor sent images, that information is unknown to BigRentz Had BigRentz been sent an image or video showing the malfunction of the equipment, we would be able to have an argument to present to the supplier of the equipmentHowever, we received no such evidence and thus could not back up this claim. In the matter of the powered and self-leveling basket, BigRentz must emphasize that a powered and self-leveling basket are features that must be requested when ordering the equipment, as neither are standard features on boom liftsThese specifications were not requested during your call to BigRentzThe Rental Expert on this order did not ask about these features, so BigRentz does acknowledge that is an area where we could improve upon to prevent this kind of issue before it happensHowever, it is ultimately the responsibility of the customer to know what equipment is required for the job that they are intending to perform and convey this information to BigRentzUltimately, as we did not have access to this information, BigRentz was unable to inform our supplier of the request of these additional features. As far as the hour work day clause, you were informed of this time constraint upon your first phone call to BigRentz when initially inquiring about the equipmentThe Rental Expert, *** ***, quoted the day price and said that a rental "day" constituted hours of useThis was agreed upon although it was noted that this price and duration had to be ran by your customer, as they would be covering the costs of the equipmentThe hour work day was not mentioned again after that first phone call. With the compilation of this information, BigRentz finds that it cannot provide compensation backWe apologize again for the issues you faced during your rentalWe hope to earn your business and work with you again in the future. Thank you, The BigRentz Team
Thank you for the opportunity to service your construction equipment rental needsWe strive to create the best possible rental experience for our customersWe understand how frustrating a bad experience can be and we go to great lengths to satisfy every customer requestThe details of your review
are overstated which tends to go along with a bad experienceOur detailed records are as follows:Customer's rental was from 8/08- 8/for a 40' STR BoomCustomer called in on 8/to request for compensation due to customer issuesCustomer did not call into BigRentz prior to 8/to report any issues, this was his first callPer Supplier the customer contacted them directly for service issuesThe 1st service call was due to the customer exceeding the weight capacity of the boom liftThe 2nd service call was due to the boom lift not swinging in a certain directionThis took the supplier hours (Including travel time) to fix Per Supplier, no compensation would be provided because the first issue was user error, and the second issue was resolved fairly quickly Customer was called and offered a Customer Loyalty credit of $but customer declinedWe would like to highlight that the customer did not contact BigRentz until days after the rental, the first issue was a user error, the second issue was fixed in a timely matter, and the customer declined a credit of $150. Again, we understand the frustration but BigRentz resolved this issue accordingly
Revdex.com, We have already reached a resolution with our customer on this issue, resulting in a full refund for this orderThe customer has agreed to remove the negative review, contingent upon receiving the refund amount in their bank account, which will take approximately 3-
days. Thank you,BigRentz
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
***'s statements we have refunded the $she requested. We’ve also requested the customer to remove
this complaint as we
have satisfied what she requested
Mr***, BigRentz apologizes for the fact that you do not agree with the resolution on this issueUpon your reference to your call on 7/16/2015, we looked into the details of that callThat call was transferred to our Accounts Receivable to check on a credit limit; we have no record of a customer initiated rental terminationOur dispatch did try to confirm a termination with you via phone call and email on 7/17/and was unable to reach you While we always prefer to have our customers confirm via voice or email, these attempts do serve as valid notification of rental terminationFurthermore, even in the possibility that you terminated the rental on 7/16/2015, our suppliers attempted to pick up the unit on 7/18/(they were unable to due to the fact that the equipment was already missing its batteries)A difference of days between termination and pickup is standard in the equipment rental industry If this expectation was not adequately set when you placed your order, we apologizeHowever, as referenced in our previous response, the rental agreement signed by our customers mentions that rented equipment is the responsibility of the customer until the time the supplier retrieves the unitWhile we wish we could provide you with the resolution you seek, BigRentz understands that not every issue may have the customer's desired outcomeBigRentz hopes we can work past this issue and that you work with us again in the future.Thank you, The BigRentz Team
To Whom it May Concern, At BigRentz, we pride ourselves at putting the happiness of our customers first and never like to hear when one of our repeat customers is not satisfied with their rental experienceUpon receipt of the filing of this complaint, the Customer Care Team at
BigRentz made sure to investigate the issues that Mr*** brought forwardOur analysis of the issue returned the following assessment. The equipment that Mr*** had rented from BigRentz was called off rent on 7/17/at 3:pm per no response from the customerThe supplier of the equipment went out the next day on 7/18/to retrieve the equipmentBy this time, the equipment had already had the bat***es stolen and subsequently the supplier could not remove the equipment from the job siteBigRentz was notified on 7/19/of the reported damages, and the supplier went the next day (7/20/2015) to retrieve the equipment, days following terminationThe equipment would have been picked up at an earlier time, but the supplier was unable to move the equipment initiallyAll claim information as composed by BigRentz was sent back to the supplier and Bigrentz, in turn, received an invoice on 7/27/for the necessary repairs; this information was sent to Mr*** by our Claims DepartmentThe customer called BigRentz on 7/28/to terminate their second order to make sure this order would not experience similar issues. The situation the customer experienced was unfortunate and BigRentz sincerely apologizes for the dissatisfaction that resulted from itHowever, it is included in the rental agreement that every BigRentz customer signs that they are responsible for the equipment they have rented until the time that the supplier retrieves it from their possessionFor this reason, we always make a point to request that our customers keep all rented equipment in a location that they know to be secure until that timeFor this reason, BigRentz must hold the customer responsible for the damages incurred. BigRentz hopes that this response alleviates the concerns that Mr*** has had with this orderIf further resolution is required, we would love to hear from you at *** or ***Thank you for your patronage, and we look forward to working with you again.-The BigRentz Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
We feel we should not be responsible for any charges for we were never notified the lifts were not going to be picked up when we called them off on 7/Like I stated in the complaint if we would have been notified this would have been avoided
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Your account of the circumstances is completely falseI find
it hard to understand why our company would call to check on a credit limit
when all of our rentals are prepaid with a credit cardSo there is no reason
for us to call for a credit limit inquiryIn regards to an email sent to me
7/there is no such email, I am always able to be reachedLike I have
mentioned before if we would have been notified like other suppliers do that
the lifts would not be picked up when they were called off we would have been
put them awayThis confirms are lack of trust and confidence with Bigrentz and
confirms why we are no longer conducting business with a company like this
Regards,
*** ***
Dear Mr***, 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 plannedUpon
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.econfirmation, 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 downIt 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 errorHowever, we never received a call on that day about an issue with the articulating boom liftFurthermore, our supplier had no record of receiving any call or sending a service technician to the siteWhile 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 factYou 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 thisA refund request was submitted on behalf of you in the amount of $on 9/21/Your rental was quoted at being $for the week and $2,for the monthAs you had the rental from the morning 9/8/to the early evening of 9/21/2015, you had this rental in your possession for two weeksSince 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 $While you requested $to be requested, the submitted refund for $is compatible with this informationAs 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 rentalHowever, if you would like to discuss this matter with us further, we would love to hear from you directlyPlease feel free to contact us at [email protected] or *** ***We thank you again for your business and hope we can work with you again in the future.Thank you,BigRentz
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** All statements that were made on my part are truthful, and they know it If not, they would not have agreed to repay the money that I lost, due to their inability to follow through with their end of the contract Nevertheless, I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Dear Mr***, We are sorry to hear that you did not have a great experience using ***While we look into your rental and call our supplier, I invite you to call Laura in our accounting department at 949-471-This quickest was to resolve this issue is via a phone call. Look
forward to hearing from you, Your *** Team
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Hello Mr***, BigRentz apologizes again that you did not find your rental experience with us to be satisfactoryUpon receiving this additional complaint, we had our Customer Care reassess your order and the record BigRentz kept on itThe information below is what was
discovered. The condition report of the equipment upon drop off and pick up is attached to this responseAs indicated within the report, the mechanic was not able to find any issues with the equipment at either the drop off or the pick up of the equipment. In regards to the alarm going off, the alarm is a safety feature that is activated when the equipment is in a position that is unsafe to operate The equipment may have been on too much of an incline, or the arm could have been at an unsafe angle; unfortunately as our personnel was not on site nor sent images, that information is unknown to BigRentz Had BigRentz been sent an image or video showing the malfunction of the equipment, we would be able to have an argument to present to the supplier of the equipmentHowever, we received no such evidence and thus could not back up this claim. In the matter of the powered and self-leveling basket, BigRentz must emphasize that a powered and self-leveling basket are features that must be requested when ordering the equipment, as neither are standard features on boom liftsThese specifications were not requested during your call to BigRentzThe Rental Expert on this order did not ask about these features, so BigRentz does acknowledge that is an area where we could improve upon to prevent this kind of issue before it happensHowever, it is ultimately the responsibility of the customer to know what equipment is required for the job that they are intending to perform and convey this information to BigRentzUltimately, as we did not have access to this information, BigRentz was unable to inform our supplier of the request of these additional features. As far as the hour work day clause, you were informed of this time constraint upon your first phone call to BigRentz when initially inquiring about the equipmentThe Rental Expert, *** ***, quoted the day price and said that a rental "day" constituted hours of useThis was agreed upon although it was noted that this price and duration had to be ran by your customer, as they would be covering the costs of the equipmentThe hour work day was not mentioned again after that first phone call. With the compilation of this information, BigRentz finds that it cannot provide compensation backWe apologize again for the issues you faced during your rentalWe hope to earn your business and work with you again in the future. Thank you, The BigRentz Team
Thank you for the opportunity to service your construction equipment rental needsWe strive to create the best possible rental experience for our customersWe understand how frustrating a bad experience can be and we go to great lengths to satisfy every customer requestThe details of your review
are overstated which tends to go along with a bad experienceOur detailed records are as follows:Customer's rental was from 8/08- 8/for a 40' STR BoomCustomer called in on 8/to request for compensation due to customer issuesCustomer did not call into BigRentz prior to 8/to report any issues, this was his first callPer Supplier the customer contacted them directly for service issuesThe 1st service call was due to the customer exceeding the weight capacity of the boom liftThe 2nd service call was due to the boom lift not swinging in a certain directionThis took the supplier hours (Including travel time) to fix Per Supplier, no compensation would be provided because the first issue was user error, and the second issue was resolved fairly quickly Customer was called and offered a Customer Loyalty credit of $but customer declinedWe would like to highlight that the customer did not contact BigRentz until days after the rental, the first issue was a user error, the second issue was fixed in a timely matter, and the customer declined a credit of $150. Again, we understand the frustration but BigRentz resolved this issue accordingly
Revdex.com, We have already reached a resolution with our customer on this issue, resulting in a full refund for this orderThe customer has agreed to remove the negative review, contingent upon receiving the refund amount in their bank account, which will take approximately 3-
days. Thank you,BigRentz
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
***'s statements we have refunded the $she requested. We’ve also requested the customer to remove
this complaint as we
have satisfied what she requested
Mr***, BigRentz apologizes for the fact that you do not agree with the resolution on this issueUpon your reference to your call on 7/16/2015, we looked into the details of that callThat call was transferred to our Accounts Receivable to check on a credit limit; we have no record of a customer initiated rental terminationOur dispatch did try to confirm a termination with you via phone call and email on 7/17/and was unable to reach you While we always prefer to have our customers confirm via voice or email, these attempts do serve as valid notification of rental terminationFurthermore, even in the possibility that you terminated the rental on 7/16/2015, our suppliers attempted to pick up the unit on 7/18/(they were unable to due to the fact that the equipment was already missing its batteries)A difference of days between termination and pickup is standard in the equipment rental industry If this expectation was not adequately set when you placed your order, we apologizeHowever, as referenced in our previous response, the rental agreement signed by our customers mentions that rented equipment is the responsibility of the customer until the time the supplier retrieves the unitWhile we wish we could provide you with the resolution you seek, BigRentz understands that not every issue may have the customer's desired outcomeBigRentz hopes we can work past this issue and that you work with us again in the future.Thank you, The BigRentz Team
To Whom it May Concern, At BigRentz, we pride ourselves at putting the happiness of our customers first and never like to hear when one of our repeat customers is not satisfied with their rental experienceUpon receipt of the filing of this complaint, the Customer Care Team at
BigRentz made sure to investigate the issues that Mr*** brought forwardOur analysis of the issue returned the following assessment. The equipment that Mr*** had rented from BigRentz was called off rent on 7/17/at 3:pm per no response from the customerThe supplier of the equipment went out the next day on 7/18/to retrieve the equipmentBy this time, the equipment had already had the bat***es stolen and subsequently the supplier could not remove the equipment from the job siteBigRentz was notified on 7/19/of the reported damages, and the supplier went the next day (7/20/2015) to retrieve the equipment, days following terminationThe equipment would have been picked up at an earlier time, but the supplier was unable to move the equipment initiallyAll claim information as composed by BigRentz was sent back to the supplier and Bigrentz, in turn, received an invoice on 7/27/for the necessary repairs; this information was sent to Mr*** by our Claims DepartmentThe customer called BigRentz on 7/28/to terminate their second order to make sure this order would not experience similar issues. The situation the customer experienced was unfortunate and BigRentz sincerely apologizes for the dissatisfaction that resulted from itHowever, it is included in the rental agreement that every BigRentz customer signs that they are responsible for the equipment they have rented until the time that the supplier retrieves it from their possessionFor this reason, we always make a point to request that our customers keep all rented equipment in a location that they know to be secure until that timeFor this reason, BigRentz must hold the customer responsible for the damages incurred. BigRentz hopes that this response alleviates the concerns that Mr*** has had with this orderIf further resolution is required, we would love to hear from you at *** or ***Thank you for your patronage, and we look forward to working with you again.-The BigRentz Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
We feel we should not be responsible for any charges for we were never notified the lifts were not going to be picked up when we called them off on 7/Like I stated in the complaint if we would have been notified this would have been avoided
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Your account of the circumstances is completely falseI find
it hard to understand why our company would call to check on a credit limit
when all of our rentals are prepaid with a credit cardSo there is no reason
for us to call for a credit limit inquiryIn regards to an email sent to me
7/there is no such email, I am always able to be reachedLike I have
mentioned before if we would have been notified like other suppliers do that
the lifts would not be picked up when they were called off we would have been
put them awayThis confirms are lack of trust and confidence with Bigrentz and
confirms why we are no longer conducting business with a company like this
Regards,
*** ***
Dear Mr***, 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 plannedUpon
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.econfirmation, 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 downIt 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 errorHowever, we never received a call on that day about an issue with the articulating boom liftFurthermore, our supplier had no record of receiving any call or sending a service technician to the siteWhile 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 factYou 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 thisA refund request was submitted on behalf of you in the amount of $on 9/21/Your rental was quoted at being $for the week and $2,for the monthAs you had the rental from the morning 9/8/to the early evening of 9/21/2015, you had this rental in your possession for two weeksSince 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 $While you requested $to be requested, the submitted refund for $is compatible with this informationAs 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 rentalHowever, if you would like to discuss this matter with us further, we would love to hear from you directlyPlease feel free to contact us at [email protected] or *** ***We thank you again for your business and hope we can work with you again in the future.Thank you,BigRentz