Initial Business Response / [redacted] (1000, 6, 2015/10/27) */ Hometown Rental & Feed Inc S Division St Guthrie, OK XXXXX Phone: XXX-XXX-XXXX Fax: XXX-XXX-XXXX Email: [redacted] @hometownrental.net On October 16, at 12:p.m [redacted] called wanting to make a reservation on a piece of rental equipment for Saturday October 17thWe already had an existing reservation for that dayI told him that we had a Sunday opening at 7:a.mor a Monday morning at 8:a.mI explained to him at that time that he would have to make a paid reservation for Sunday because we were only open till 7:am to take equipment in and send it out and that we are closed the rest of the dayHe said he would talk with his wife and have his wife call back with the credit card information for the Sunday rental About 3:p.m [redacted] called with the credit card information for the equipment rental for Sunday at 7:a.mShe was listed as the contact on the rental agreement with the memo that [redacted] would be picking the equipment upAt that time I went over the rental agreement with her including the pickup time of 7:a.mand also the return time of 8:a.mMonday morningI 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:a.mat the phone number she listed for the rental to let her know that we would be leaving in 10-minutes and that no one had showed up to pick up the equipmentWe left the store at 8:a.mafter 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:a.mSunday the 18th and no one was thereI told him that we were there till 8:a.m., and that I had called and left a message at the number on the rental agreement at 8:a.mbut no one answeredAt that time he informed that, that was his daughter's number and she was sleepingI explained that he had a paid reservation at that time and that he was responsible for the rental even though it was a no showWhen I checked the call logs he called the store Sunday morning at 8:am He called me back later Monday morning and asked if the equipment was available to rent for MondayHe made another reservation for the day and picked the equipment up at 9:a.mfor a day rate to be returned Tuesday morning at 8:amHe called back several times during his rental period that dayOne of those calls being that the project wouldn't take as long as he thought could he bring it back early at a discounted rateAn early return was agreed to for the hours he had the equipment in his possessionI explained the hour minimum and the hourly charge after hoursHe had the equipment for a four hour period and the customer was only charged the 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 itI 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 showAt that time he said he would have his attorney call meHis 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 cardA stop payment was placed on the transaction by the customer and the chargeback was withdrawn from our account in the amount of $for the rental on 10/23/ 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 bookingA paid reservation was made for Sunday October 18th at 7:a.mwith the customer providing the credit card information over the phone to be charged for that rental agreement time frameThe equipment was serviced, fueled and loaded on a trailer ready for the customer to pick up per their request for their booked reservationWe made an attempt to contact the customer on the number that was given for the reservation and we waited an additional 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 reservationWe 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 / [redacted] (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 outStating that the equipment would not be ready at 7:and that arriving after 7:was acceptable [redacted] was not asked to sign a receipt or agreement for the charge on Sunday when he picked up the equipment on MondayThe fact that we had been charged the full amount was not discussedHometown rental had two phone numbers to contactThey 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:a.mbut there was no one thereHe waited for a period of time for them to arrive and then tried to call owner and there was no answer Final Business Response / [redacted] (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/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 applesI hope that the [redacted] 's will find renting in Edmond and Oklahoma city to their satisfaction Thank you!
Initial Business Response / [redacted] (1000, 6, 2015/10/27) */ Hometown Rental & Feed Inc S Division St Guthrie, OK XXXXX Phone: XXX-XXX-XXXX Fax: XXX-XXX-XXXX Email: [redacted] @hometownrental.net On October 16, at 12:p.m [redacted] called wanting to make a reservation on a piece of rental equipment for Saturday October 17thWe already had an existing reservation for that dayI told him that we had a Sunday opening at 7:a.mor a Monday morning at 8:a.mI explained to him at that time that he would have to make a paid reservation for Sunday because we were only open till 7:am to take equipment in and send it out and that we are closed the rest of the dayHe said he would talk with his wife and have his wife call back with the credit card information for the Sunday rental About 3:p.m [redacted] called with the credit card information for the equipment rental for Sunday at 7:a.mShe was listed as the contact on the rental agreement with the memo that [redacted] would be picking the equipment upAt that time I went over the rental agreement with her including the pickup time of 7:a.mand also the return time of 8:a.mMonday morningI 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:a.mat the phone number she listed for the rental to let her know that we would be leaving in 10-minutes and that no one had showed up to pick up the equipmentWe left the store at 8:a.mafter 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:a.mSunday the 18th and no one was thereI told him that we were there till 8:a.m., and that I had called and left a message at the number on the rental agreement at 8:a.mbut no one answeredAt that time he informed that, that was his daughter's number and she was sleepingI explained that he had a paid reservation at that time and that he was responsible for the rental even though it was a no showWhen I checked the call logs he called the store Sunday morning at 8:am He called me back later Monday morning and asked if the equipment was available to rent for MondayHe made another reservation for the day and picked the equipment up at 9:a.mfor a day rate to be returned Tuesday morning at 8:amHe called back several times during his rental period that dayOne of those calls being that the project wouldn't take as long as he thought could he bring it back early at a discounted rateAn early return was agreed to for the hours he had the equipment in his possessionI explained the hour minimum and the hourly charge after hoursHe had the equipment for a four hour period and the customer was only charged the 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 itI 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 showAt that time he said he would have his attorney call meHis 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 cardA stop payment was placed on the transaction by the customer and the chargeback was withdrawn from our account in the amount of $for the rental on 10/23/ 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 bookingA paid reservation was made for Sunday October 18th at 7:a.mwith the customer providing the credit card information over the phone to be charged for that rental agreement time frameThe equipment was serviced, fueled and loaded on a trailer ready for the customer to pick up per their request for their booked reservationWe made an attempt to contact the customer on the number that was given for the reservation and we waited an additional 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 reservationWe 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 / [redacted] (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 outStating that the equipment would not be ready at 7:and that arriving after 7:was acceptable [redacted] was not asked to sign a receipt or agreement for the charge on Sunday when he picked up the equipment on MondayThe fact that we had been charged the full amount was not discussedHometown rental had two phone numbers to contactThey 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:a.mbut there was no one thereHe waited for a period of time for them to arrive and then tried to call owner and there was no answer Final Business Response / [redacted] (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/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 applesI hope that the [redacted] 's will find renting in Edmond and Oklahoma city to their satisfaction Thank you!