Cordova Public Relations, Inc.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments belowI understand mistakes happenThe best course of action would be to admit and apologizeThat didn't happenThere were no apologies that I can't have it for another day, moreover, it turned out they booked it to another customer knowing I count on the rental to be extended, without even checking with meThe first day cost is $+ $delivery, the second day is $I think it's easy to see why they preferred to book it to somebody else instead of extending my rentalAs a result, I wasn't able to finish the job the lift was rented forThe course of action is to give the customer the cost and let them decide if they still want the serviceThat didn't happenI was let to know that I can keep it till 10:30AM (it was picked earlier than that) and there was no mentioning that that will be an extra charge. Instead, they proceeded with billing almost a full day amount without letting me have it another day or letting me know what the cost of extra hours will beWhen I called about this incident, *** was rude to me and laughed at me, saying :"What did you expect? That it will be free? Ha-ha". All in all, it doesn't seem to be an earnest mistake, as claimed in the business response
Regards,
*** ***

Mrs [redacted] reserved the lift for one day.  She did mention that she might need it longer, but she only reserved it for one day.  While she has the lift out she may call us to see if it's available for a 2nd day, and if it is then there's no problem.  In this case, I just discovered,...

that the lift had been booked by someone else for that second day before she even started her rental.  Now we told the 2nd guy that we couldn't get it to him early because we were busy and had to pick it up elsewhere first.  So when she called asking to extend we told her she could keep it until 10:30 am, at which point I picked it up and brought it directly to the next customer.  I manipulated my schedule to allow her as much extra time as I could.  It was originally delivered to her about 7:30 am.  The one day rate on that lift is $322, additional days are $161.  When the contract was first closed the clerk was very busy and just let the computer calculate how much extra to charge.  I admit that was a mistake.  And when Mrs [redacted] called about the extra charges the clerk reviewed it and agreed to lower the extra rent to $50.  We calculate extra charges based on an 8 hr work day, so that would be about $20 per hour using the already reduced 2nd day rate.  So 3 extra hours should be $60, so we're already lower than that.  I just read the complaint again, even using Mrs [redacted]'s figure of 2.5 hours extra, the $50 rate is exactly correct.  And yes we charged the next customer for a full day, but we gave them 24 hrs from when they got it, they weren't paying for the time Mrs [redacted] had it.  And as I stated, it was booked to the next customer before she even received it, not during her rental, so calling to see how her job was progressing wasn't an option.To close, I understand that the rental didn't go as she had hoped.  When she called asking for more time we gave her as much time as we could, while still honoring the next reservation.  If she had been the 2nd customer she would have been upset if we didn't honor her reservation.  We tried to make both customers happy.  We think that with the adjustment we already made that we gave her a fair price.

The amount of the original extra charge was computer driven and it was excessive, I do apologize for that.  As far as keeping it a second day, that would have been fine if it was available.  We try to book out our equipment for every day that we can.  We can't book it once then wait for the rental to come and go before we book it again just in case the customer needs it longer.  We couldn't stay in business that way.  I apologize if she was given the wrong impression of our policy from the start.  If the customer would like the lift again I'll charge her the 2nd day rate, less the $50 she already paid, and include free delivery.  We try to communicate well with our customers, but sometimes things aren't stated as clearly as they should be so the customer misunderstands.  That would seem to be the case here, so again I do apologize.