Lake Shore Hardware & Tool Rental By Artie

We have received a copy of the complaint made against us in regards to a rental at our businessWe appreciate your willingness to hear both sides of the dispute.The customer and a partner arrived to Lakeshore Hardware & Tool Rental (LSHTR) on 9/7/at 4pm torent a power dolly that was reserved
earlier in the dayThe unit was put on charge once the phone call came into LSHTR to be rentedLSHTR representative showed the customer and partner the unit and the customer immediately stated the unit would not work for the equipment being movedLSHTR attempted to determine what was being moved to assist in cla rifying if this was a good match for the rentalThe LSHTR representative was essentially ignored and the conversation moved the customer and partner discussing how the unit would work or not work for themThe partner asked how it worked and LSHTR representative demonstrated operation of equipment and how the unit has stair climbing capabilitiesThe unit is battery powered, and operations were working at the time of demonstration.The customer was ready to leave without the equipment because he thought it would be unable to be a correct fit for the job, even though it met the weight requirements and such descriptions of what theLSHTR representative was able to retrieve from the customer and partner.The partner convinced the customer to rent the unit and that it would work for what they wanted to do.The customer provided a Driver License and Credit Card per LSHTR requirementsThe address on the Driver License is from a town in the upper eastern NYS range and is not localThe LSHTR representative asked if the customer's address was current and was told yes, the phone number provided was a local phone number as wellCustomer took the unit and charger on 9/7/for a hr rental period per contractThe customer was hoping to have the equipment for a 4hr minimum rental, and have back by 6pm close timeThe customer and partner were told to call with any questions, problems or concerns with the equipment and was also provided the charger, because the unit had not been fully charged.The partner was more engaging with the LSHTR representative than the customer was and gave off the impression that he was wasting his time being at LSHTR and hearing about the equipmentLSHTR representative thought about not allowing the customer to rent the unit based on his actions in the store and towards the representative in terms of lack of respect and poor treatment, but thought maybe the customer was having a bad day and was doubtful of the equipment, so proceeded with the rental.Upon return of the equipment, days later on 9/9/16, the LSHTR representative asked the customer how the rental experience was and the customer proceeded to explain that the rental equipment did not work as well as anticipated but did get the job doneThe customer stated the unit had died, so the LSHTR representative only charged the customer for a day rental, instead of a day rentalAlso, at time of return the cord was damaged in places by the customer, which the customer was not charged for eitherThe customer did not ask for any discounts, nor did he call when the said equipment "failed"as he was instructed to do soThere was no correspondence of a problem with the rental equipment until the unit was returnedThe customer did not ask to speak with the manager or the owner about his rental experience and therefore feels justified in only charging the customer for a day rental LSHTR has no ill will towards the customer that rented this piece of equipment and feels justified in their decision to compensate the customer in the manner stated above as every effort was made by LSHTR to have a positive experience as a first time renting customerLSHTR would also like to state that this is the first communication from the customer about their experience, and LSHTR looks forward to working toward a reasonable resolution.Best Regards,Christine ** ***Manager Lakeshore Hardware & Tool Rental by Artie *** *** *** ** *** *** *** ** ***