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D & B Rental, Sales & Service

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D & B Rental, Sales & Service Reviews (1)

Review: I rented a piece of lawn equipment and returned it within the same day. I returned it at 4:15PM; the unit was due in at 5PM. I received a call several days later stating that I owed additional days on the rental. Apparently when I returned the unit I did not go back into the store. The individual collecting the equipment did not make that clear to me nor did the salesperson indicate that I had to return back to the office to close the transaction. I had paid a deposit equal to 2X the rental which D&B will not refund. I asked why he did not go check his inventory to see that the unit was, in fact, on his lot. He had no explanation. I tried to reason with the owner to no avail. He seemed more interested in keeping my money than listening to reason. I have rented from D&B in the past and have never had this experience. I was never told that it was my responsibility to inform then when I return something especially when it was unloaded by one of their staff. I will never rent from them again.Desired Settlement: I am willing to pay for the one day rental which I agreed to under my contract. I assume no responsibility for the additional rental period. I did not have the unit. I returned it on time time, in advance of the time it was due.

Business

Response:

Dear [redacted]:

This is an unfortunate situation for us and **. [redacted]. We made phone calls on Monday the 16th and Wednesday the 18th. He did not return our call until the 18th. We manage a rental inventory of several thousand items. It’s not possible for us to count every item every day, and paperwork is how we manage our inventory. We may have as many as 175 transactions a day with a mix of hourly, daily, weekly & monthly rentals. The item rented by **. [redacted] is our most popular item this time of year. Because he did not come in to close his paperwork we did not know it was here making it impossible to rent resulting in lost income.

There is a message on the front of our paperwork that tells the customer to close out paperwork after unloading. The text of this statement is written in the largest font on our contract (I have included a copy of the ticket with this letter). There is a 6’ tall red and white sign that tells customers to close out paperwork after unloading in the area designated to unload. In the beginning of July we started taking deposits on each rental. **. [redacted] is the only customer in 3 months who did not come in for his deposit. We believe this shows the issue is with **. [redacted] and not our system.

Many of our customers will rent for longer periods than a day, a large number of those rentals start as a day and move into a longer period of time. There is no way for us to know when the machine actually came back and if it really did come back Saturday as he stated. If we had malicious intentions we would have tried to charge **. [redacted] for more than a 2 day rental.

We also have a statement at the very bottom just above the customers signature stating that rental charges stop when you close out your paperwork. With that clause in our contract we could make an attempt for additional rental but we have not.

We work hard to instruct customers in many aspects of the goods and services we provide but at some point the customer has to take some responsibility. We turned down rentals for this while it was still out in our computer system. This is why we feel it’s fair for him to pay what he was charged.

Sincerely,

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Description: Disc Jockeys

Address: 2 Douglas Court, Sterling, Virginia, United States, 20166

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