Initial Business Response /* (1000, 6, 2015/10/27) */
Hometown Rental & Feed Inc.
2302 S Division St
Guthrie, OK XXXXX
Phone: XXX-XXX-XXXX
Fax: XXX-XXX-XXXX
Email: [redacted]@hometownrental.net
On October 16, 2015 at 12:40 p.m. [redacted] called wanting to make a reservation on a piece...
of rental equipment for Saturday October 17th. We already had an existing reservation for that day. I told him that we had a Sunday opening at 7:30 a.m. or a Monday morning at 8:00 a.m. I explained to him at that time that he would have to make a paid reservation for Sunday because we were only open till 7:30 am to take equipment in and send it out and that we are closed the rest of the day. He said he would talk with his wife and have his wife call back with the credit card information for the Sunday rental.
About 3:45 p.m [redacted] called with the credit card information for the equipment rental for Sunday at 7:30 a.m. She was listed as the contact on the rental agreement with the memo that [redacted] would be picking the equipment up. At that time I went over the rental agreement with her including the pickup time of 7:30 a.m. and also the return time of 8:00 a.m. Monday morning. I explained to her that the rental equipment would have to be cleaned and refueled when returned.
On Sunday October 18th, I called [redacted] at 8:00 a.m. at the phone number she listed for the rental to let her know that we would be leaving in 10-15 minutes and that no one had showed up to pick up the equipment. We left the store at 8:15 a.m. after no return phone call and no one showed up to pick up the rental equipment.
Monday morning October 19th, Mr.l [redacted] called and said that he was at the store at 8:00 a.m. Sunday the 18th and no one was there. I told him that we were there till 8:15 a.m., and that I had called and left a message at the number on the rental agreement at 8:00 a.m. but no one answered. At that time he informed that, that was his daughter's number and she was sleeping. I explained that he had a paid reservation at that time and that he was responsible for the rental even though it was a no show. When I checked the call logs he called the store Sunday morning at 8:30 am.
He called me back later Monday morning and asked if the equipment was available to rent for Monday. He made another reservation for the day and picked the equipment up at 9:45 a.m. for a day rate to be returned Tuesday morning at 8:00 am. He called back several times during his rental period that day. One of those calls being that the project wouldn't take as long as he thought could he bring it back early at a discounted rate. An early return was agreed to for the hours he had the equipment in his possession. I explained the 3 hour minimum and the hourly charge after 3 hours. He had the equipment for a four hour period and the customer was only charged the 3 hour minimum with no additional hourly charges or fees.
Mr. [redacted] called me on Tuesday October 20th and said that he had a pending charge for the Sunday rental would I remove it. I had already been over the charges with him on Monday that it was a paid reservation and that they would be charged for the rental even though it was a no show. At that time he said he would have his attorney call me. His wife [redacted] later called, which I had never spoken to over the duration of the rental reservation, saying no one explained the policies to them and that if we didn't have it in writing she would dispute the charges with her Capitol One card. A stop payment was placed on the transaction by the customer and the chargeback was withdrawn from our account in the amount of $221.92 for the rental on 10/23/2015.
All charges and policies were explained to the both [redacted] multiple times on the phone and also to [redacted] on the phone at the time of booking. A paid reservation was made for Sunday October 18th at 7:30 a.m. with the customer providing the credit card information over the phone to be charged for that rental agreement time frame. The equipment was serviced, fueled and loaded on a trailer ready for the customer to pick up per their request for their booked reservation. We made an attempt to contact the customer on the number that was given for the reservation and we waited an additional 45 minutes past pick up time for them to show or call.
We held up our agreement with the customer by providing rental equipment for a specific date and time with their paid reservation. We expect payment regardless of the customer over sleeping, just like they would expect the equipment to be here when they arrived to pick it up for their paid reservation.
Thank you,
[redacted]
Hometown Rental & Feed Inc.
Initial Consumer Rebuttal /* (3000, 8, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] and [redacted] state that they were never told that failure to show up at a specific time or within a certain timeframe would result in a charge for a full days rental. [redacted] responded that there was no mention of this policy. [redacted] responded that there was no mention of this policy and that the individual indicated that there would be a wait time Sunday morning as the buckets on the equipment would have to be changed out. Stating that the equipment would not be ready at 7:30 and that arriving after 7:30 was acceptable. [redacted] was not asked to sign a receipt or agreement for the charge on Sunday when he picked up the equipment on Monday. The fact that we had been charged the full amount was not discussed. Hometown rental had two phone numbers to contact. They did not try to contact [redacted] on Sunday morning which would have made the most sense as he was the individual picking up the equipment. [redacted] states he was at the business by 8:15 a.m. but there was no one there. He waited for a period of time for them to arrive and then tried to call owner and there was no answer.
Final Business Response /* (4000, 15, 2015/12/11) */
The no show rental for Sunday October 18th was credited back on Mrs [redacted]'s credit card on 10/23/2015 for the full amount of the rental. [redacted] rented the equipment again on Monday October 19th at a discounted rate.
All policies were discussed via the phone to [redacted] and [redacted]. If [redacted] does not have faith in her husband or daughter to handle a reservation she should have made the reservation herself.
We have implemented policy changes to over the phone reservations and no show rentals because of a couple of bad apples. I hope that the [redacted]'s will find renting in Edmond and Oklahoma city to their satisfaction.
Thank you!
Initial Business Response /* (1000, 6, 2015/10/27) */
Hometown Rental & Feed Inc.
2302 S Division St
Guthrie, OK XXXXX
Phone: XXX-XXX-XXXX
Fax: XXX-XXX-XXXX
Email: [redacted]@hometownrental.net
On October 16, 2015 at 12:40 p.m. [redacted] called wanting to make a reservation on a piece...
of rental equipment for Saturday October 17th. We already had an existing reservation for that day. I told him that we had a Sunday opening at 7:30 a.m. or a Monday morning at 8:00 a.m. I explained to him at that time that he would have to make a paid reservation for Sunday because we were only open till 7:30 am to take equipment in and send it out and that we are closed the rest of the day. He said he would talk with his wife and have his wife call back with the credit card information for the Sunday rental.
About 3:45 p.m [redacted] called with the credit card information for the equipment rental for Sunday at 7:30 a.m. She was listed as the contact on the rental agreement with the memo that [redacted] would be picking the equipment up. At that time I went over the rental agreement with her including the pickup time of 7:30 a.m. and also the return time of 8:00 a.m. Monday morning. I explained to her that the rental equipment would have to be cleaned and refueled when returned.
On Sunday October 18th, I called [redacted] at 8:00 a.m. at the phone number she listed for the rental to let her know that we would be leaving in 10-15 minutes and that no one had showed up to pick up the equipment. We left the store at 8:15 a.m. after no return phone call and no one showed up to pick up the rental equipment.
Monday morning October 19th, Mr.l [redacted] called and said that he was at the store at 8:00 a.m. Sunday the 18th and no one was there. I told him that we were there till 8:15 a.m., and that I had called and left a message at the number on the rental agreement at 8:00 a.m. but no one answered. At that time he informed that, that was his daughter's number and she was sleeping. I explained that he had a paid reservation at that time and that he was responsible for the rental even though it was a no show. When I checked the call logs he called the store Sunday morning at 8:30 am.
He called me back later Monday morning and asked if the equipment was available to rent for Monday. He made another reservation for the day and picked the equipment up at 9:45 a.m. for a day rate to be returned Tuesday morning at 8:00 am. He called back several times during his rental period that day. One of those calls being that the project wouldn't take as long as he thought could he bring it back early at a discounted rate. An early return was agreed to for the hours he had the equipment in his possession. I explained the 3 hour minimum and the hourly charge after 3 hours. He had the equipment for a four hour period and the customer was only charged the 3 hour minimum with no additional hourly charges or fees.
Mr. [redacted] called me on Tuesday October 20th and said that he had a pending charge for the Sunday rental would I remove it. I had already been over the charges with him on Monday that it was a paid reservation and that they would be charged for the rental even though it was a no show. At that time he said he would have his attorney call me. His wife [redacted] later called, which I had never spoken to over the duration of the rental reservation, saying no one explained the policies to them and that if we didn't have it in writing she would dispute the charges with her Capitol One card. A stop payment was placed on the transaction by the customer and the chargeback was withdrawn from our account in the amount of $221.92 for the rental on 10/23/2015.
All charges and policies were explained to the both [redacted] multiple times on the phone and also to [redacted] on the phone at the time of booking. A paid reservation was made for Sunday October 18th at 7:30 a.m. with the customer providing the credit card information over the phone to be charged for that rental agreement time frame. The equipment was serviced, fueled and loaded on a trailer ready for the customer to pick up per their request for their booked reservation. We made an attempt to contact the customer on the number that was given for the reservation and we waited an additional 45 minutes past pick up time for them to show or call.
We held up our agreement with the customer by providing rental equipment for a specific date and time with their paid reservation. We expect payment regardless of the customer over sleeping, just like they would expect the equipment to be here when they arrived to pick it up for their paid reservation.
Thank you,
[redacted]
Hometown Rental & Feed Inc.
Initial Consumer Rebuttal /* (3000, 8, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] and [redacted] state that they were never told that failure to show up at a specific time or within a certain timeframe would result in a charge for a full days rental. [redacted] responded that there was no mention of this policy. [redacted] responded that there was no mention of this policy and that the individual indicated that there would be a wait time Sunday morning as the buckets on the equipment would have to be changed out. Stating that the equipment would not be ready at 7:30 and that arriving after 7:30 was acceptable. [redacted] was not asked to sign a receipt or agreement for the charge on Sunday when he picked up the equipment on Monday. The fact that we had been charged the full amount was not discussed. Hometown rental had two phone numbers to contact. They did not try to contact [redacted] on Sunday morning which would have made the most sense as he was the individual picking up the equipment. [redacted] states he was at the business by 8:15 a.m. but there was no one there. He waited for a period of time for them to arrive and then tried to call owner and there was no answer.
Final Business Response /* (4000, 15, 2015/12/11) */
The no show rental for Sunday October 18th was credited back on Mrs [redacted]'s credit card on 10/23/2015 for the full amount of the rental. [redacted] rented the equipment again on Monday October 19th at a discounted rate.
All policies were discussed via the phone to [redacted] and [redacted]. If [redacted] does not have faith in her husband or daughter to handle a reservation she should have made the reservation herself.
We have implemented policy changes to over the phone reservations and no show rentals because of a couple of bad apples. I hope that the [redacted]'s will find renting in Edmond and Oklahoma city to their satisfaction.
Thank you!