Harrawood Equipment Company LLC

Initial Business Response / [redacted] (1000, 5, 2016/02/19) */ Contact Name and Title: [redacted] -Owner Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @aol.com Unit did brake down mid day as can happen with and thing mechanicalCustomer call the shop at 3:as statedShe wanted it fixed, she wanted a discount and was very lived about the situationBy 4:she was contacted and told that a replacement machine would be delivered free of charge and heading there way a 5:and the first machine would be picked upShe stated that they had completed the project and that they just needed the first machine picked upThe unit was picked up at 5:Discussed issue with husband he stated that the project was completed and the unit was not needed any moreCustomer returned to the shop to pay the ticket the ticket still stated one day rental with a ten percent discountWhen I was called by the customer and told of this mistake I asked if she could go back into the office and the ticket would be corrected and she would be reimbursed the full amount of the difference between a one day rental and a half day rental plus the discountShe refused stating "you can keep it"Yes I say again she was offered full reimbursement of the difference and she refusedWe strive to make every visit to our shop a positive one but no matter what is done sometimes customers can not be satisfiedWe are still offering full reimbursement of the difference to the customer Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from me to Harrwood was not that I was completed with the job, Is what was told to Harrwood was because when I called back I told him that might as well pick up the (broke down) machine that now he can't finish the job with the machine because he had to work on another job the next day and could not use the machine if he brought a new oneThat is why I left the check blank until we come in to pay the ticket because we were planning on returning before cause of the reason my husband had to workThere was nothing said about the job being complete in my conversation it was said I would use our tractor to finish, and when Harrwood got there he could see the job job was not complete and explained to them the job was almost done before machine broke down, never was ever said that I completed the job, and I know what I said is true with the four other people around me when I called Harrwood back to let him know not to bring the other machineThere should have been better communication between his workers and himself on what the price was suppose to beAlso when I asked for the lady to call him she told me no and that's just the way it was, when I told he he said if I have a problem with the ticket and was told I am not doing that, also was asked by the Mechanic in a rude way (well did you call when it first broke down, and my response was (yes my dad came and told me and I immediately called you guys.) So we feel from the first phone call when the machine broke down and was told my hands are tied, that we was being treated rudelyAnd I'm not saying my attitude was any better but it wouldn't have been doing this if we felt we were treated fairlyWe have rented from Harrwood a handful of times in the past and never had the problems with them as I had that dayWe always pay in good standing, We do want Harrwood to refund the difference on percent of a half day rental not percent of full day rental

Initial Business Response /* (1000, 5, 2016/02/19) */
Contact Name and Title: [redacted] -Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aol.com
Unit did brake down mid day as can happen with and thing mechanical. Customer call the shop at 3:30 as stated. She wanted it fixed,...

she wanted a discount and was very lived about the situation. By 4:30 she was contacted and told that a replacement machine would be delivered free of charge and heading there way a 5:00 and the first machine would be picked up. She stated that they had completed the project and that they just needed the first machine picked up. The unit was picked up at 5:30. Discussed issue with husband he stated that the project was completed and the unit was not needed any more. Customer returned to the shop to pay the ticket the ticket still stated one day rental with a ten percent discount. When I was called by the customer and told of this mistake I asked if she could go back into the office and the ticket would be corrected and she would be reimbursed the full amount of the difference between a one day rental and a half day rental plus the discount. She refused stating "you can keep it". Yes I say again she was offered full reimbursement of the difference and she refused. We strive to make every visit to our shop a positive one but no matter what is done sometimes customers can not be satisfied. We are still offering full reimbursement of the difference to the customer.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from me to Harrwood was not that I was completed with the job, Is what was told to Harrwood was because when I called back I told him that might as well pick up the (broke down) machine that now he can't finish the job with the machine because he had to work on another job the next day and could not use the machine if he brought a new one. That is why I left the check blank until we come in to pay the ticket because we were planning on returning before 5 cause of the reason my husband had to work. There was nothing said about the job being complete in my conversation it was said I would use our tractor to finish, and when Harrwood got there he could see the job job was not complete and explained to them the job was almost done before machine broke down, never was ever said that I completed the job, and I know what I said is true with the four other people around me when I called Harrwood back to let him know not to bring the other machine. There should have been better communication between his workers and himself on what the price was suppose to be. Also when I asked for the lady to call him she told me no and that's just the way it was, when I told he he said if I have a problem with the ticket and was told I am not doing that, also was asked by the Mechanic in a rude way (well did you call when it first broke down, and my response was (yes my dad came and told me and I immediately called you guys.) So we feel from the first phone call when the machine broke down and was told my hands are tied, that we was being treated rudely. And I'm not saying my attitude was any better but it wouldn't have been doing this if we felt we were treated fairly. We have rented from Harrwood a handful of times in the past and never had the problems with them as I had that day. We always pay in good standing, We do want Harrwood to refund the difference on 10 percent of a half day rental not 10 percent of full day rental.