On Saturday, 23 January 2016, Mr. [redacted] rented a walk-behind stump grinder for twenty-eight (28) days (ie. four weeks). At that time, he informed me he would be using it for several months. In fact, he used it for more than six (6) months or more than twenty-six (26) weeks. He did not... return it until Monday, 25 July 2016. In his complaint, Mr. [redacted] stated, "I rented a stump grinder for 28 day which started on the 23 of Jon which my bill should have came out on the ast but I was never informed that they subtract 2 days each month for how every long you had it." It is obvious that he is mistaking a 28 day rent for a one month rent. Some months have 28 days, some 30, some 31, and February in a Leap Year has 29 days. To remove any confusion for our customers, our rental period is 28 days. From January to mid-July, Mr. [redacted] never called and expressed an issue with his billing. It was, in fact, almost six months before he raised an issue. One of my employees, Mr. [redacted] , spoke with Mr. [redacted] on 11 July 2016 and again on 18 July 2016 to explain the duration of each invoice (ie. the difference between a month rental and a 28 day rental). Then on 25 July 2016, I spoke to Mr. [redacted] and walked him through it again. Both [redacted] and I asked Mr. [redacted] to come into our office, so we could go through it in person. He declined the invitation. Please see the second page of the attachment, where Mr. [redacted] signed the first 28 day contract (Inv # [redacted] . Forewarned that he would be keeping the equipment for several months, we automatically generated a new invoice every 28 days, and charged his credit card. I have also attached each of the credit card receipts directly behind their corresponding invoices. 1. (28 Days) Saturday, 23 January 16 at 8:00 am to Saturday, 20 February 16 at 8:00 am. 2. (28 Days) Saturday, 20 February 16 at 8:00 am to Saturday, 19 March 16 at 8:00 am.3. (28 Days) Saturday, 19 March 16 at 8:00 am to Saturday, 16 April 16 at 8:00 am.4. (28 Days) Saturday, 16 April 16 at 8:00 am to Saturday, 14 May 16 at 8:00 am.5. (28 Days) Saturday, 14 May 16 at 8:00 am to Saturday, 11 June 16 at 8:00 am.6. (28 Days) Saturday, 11 June 16 at 8:00 am to Saturday, 9 July 16 at 8:00 am.7. (14 Days) Saturday, 9 July 16 at 8:00 am to Saturday, 23 July 16 at 8:00 am.For easy visual reference, I have attached a color highlighted calendar showing the start and stop dates of each of the seven (7) attached invoices. As you will note, they always start and stop on a Saturday. You may notice a discrepancy in favor of Mr. [redacted] on Item # 5 listed above (Inv # [redacted] ). We mistakenly started that rental date on Monday, 16 May 2016, instead of on Saturday, 14 May 2016. This mistake actually gave Mr. [redacted] two free days.Mr. [redacted] also stated in his complaint, ". . . lied to me and said I was paying different then any one else which was bull***." For Disabled American Veterans, Mathis Rentals offers a 25% discount. If you look at the invoices, the 28 day rental rate should be $800.00. However, after his 25% discount, he is only charged $600.00 before taxes, etc. Therefore, he is paying a lower amount than our standard customer. We offer this discount to show our Disabled Veterans that they are appreciated for their service and sacrifice.I expect our explanation and documentation definitively clears our name of any wrongdoing. If you have any questions regarding the above or attached, please feel free to contact me at [redacted] . [redacted] Vice President
April 30,
In response to complaint number
***:
Our rental agreement clearly states just above the customer's signature line that "Equipment piis not pre-arrangedPLEASE CALL FOR PIWHEN FINISHED WITH EQUIPMENT." The customer signed this line when they took delivery of the machine, acknowledging their acceptance of the terms of the contractA copy of the contract is attached for your reviewThe delivery driver also notified the person who took delivery of the machine that he/she would need to call the office for pionce finishedAs a courtesy, I called the customer repeatedly on the day the machine was due back to see if she was ready to have the machine picked up but no one answered or returned my calls, and there was no answering machine on which to leave a messageIn reference to her statement about the owner, he was unavailable at that moment and asked me to handle the callam the General Manager, so handling customer complaints or concerns is one of my job dutiesI only hung up on the customer when she began to verbally abuse and curse meI am truly sorry that she was unhappy with the circumstances, but I personally made every effort to contact her for pickup before charging her for an extra dayOur customers regularly extend their contracts; this is why we require customers to call in when they are finished using their machine.I ask that this complaint be stricken from our record in wholeWe are sending Ms*** a demand letter to retract her statement, and we will be filing a libel suit for damagesIf you have any other questions or concerns regarding this or any other complaint, please do not hesitate to give me a callSincerely,*** ***General Manager Mathis Rentals
On Saturday, January 2016, Mr*** *** rented a walk-behind stump grinder for twenty-eight (28) days (iefour weeks)At that time, he informed me he would be using it for several monthsIn fact, he used it for more than six (6) months
or more than twenty-six (26) weeksHe did not return it until Monday, July In his complaint, Mr*** stated, "I rented a stump grinder for day which started on the of Jon which my bill should have came out on the ast but I was never informed that they subtract days each month for how every long you had it." It is obvious that he is mistaking a day rent for a one month rentSome months have days, some 30, some 31, and February in a Leap Year has daysTo remove any confusion for our customers, our rental period is daysFrom January to mid-July, Mr*** never called and expressed an issue with his billingIt was, in fact, almost six months before he raised an issueOne of my employees, Mr*** ***, spoke with Mr*** on July and again on July to explain the duration of each invoice (iethe difference between a month rental and a day rental)Then on July 2016, I spoke to Mr*** and walked him through it againBoth *** and I asked Mr*** to come into our office, so we could go through it in personHe declined the invitationPlease see the second page of the attachment, where Mr*** signed the first day contract (Inv #***Forewarned that he would be keeping the equipment for several months, we automatically generated a new invoice every days, and charged his credit cardI have also attached each of the credit card receipts directly behind their corresponding invoices(Days) Saturday, January at 8:am to Saturday, February at 8:am(Days) Saturday, February at 8:am to Saturday, March at 8:am.3. (Days) Saturday, March at 8:am to Saturday, April at 8:am.4. (Days) Saturday, April at 8:am to Saturday, May at 8:am.5. (Days) Saturday, May at 8:am to Saturday, June at 8:am.6. (Days) Saturday, June at 8:am to Saturday, July at 8:am.7. (Days) Saturday, July at 8:am to Saturday, July at 8:am.For easy visual reference, I have attached a color highlighted calendar showing the start and stop dates of each of the seven (7) attached invoicesAs you will note, they always start and stop on a SaturdayYou may notice a discrepancy in favor of Mr*** on Item # listed above (Inv #***)We mistakenly started that rental date on Monday, May 2016, instead of on Saturday, May This mistake actually gave Mr*** two free days.Mr*** also stated in his complaint, "lied to me and said I was paying different then any one else which was bull***." For Disabled American Veterans, Mathis Rentals offers a 25% discountIf you look at the invoices, the day rental rate should be $However, after his 25% discount, he is only charged $before taxes, etcTherefore, he is paying a lower amount than our standard customerWe offer this discount to show our Disabled Veterans that they are appreciated for their service and sacrifice.I expect our explanation and documentation definitively clears our name of any wrongdoingIf you have any questions regarding the above or attached, please feel free to contact me at ***. *** *** Vice President
On Saturday, 23 January 2016, Mr. [redacted] rented a walk-behind stump grinder for twenty-eight (28) days (ie. four weeks). At that time, he informed me he would be using it for several months. In fact, he used it for more than six (6) months or more than twenty-six (26) weeks. He did not...
return it until Monday, 25 July 2016. In his complaint, Mr. [redacted] stated, "I rented a stump grinder for 28 day which started on the 23 of Jon which my bill should have came out on the ast but I was never informed that they subtract 2 days each month for how every long you had it." It is obvious that he is mistaking a 28 day rent for a one month rent. Some months have 28 days, some 30, some 31, and February in a Leap Year has 29 days. To remove any confusion for our customers, our rental period is 28 days. From January to mid-July, Mr. [redacted] never called and expressed an issue with his billing. It was, in fact, almost six months before he raised an issue. One of my employees, Mr. [redacted], spoke with Mr. [redacted] on 11 July 2016 and again on 18 July 2016 to explain the duration of each invoice (ie. the difference between a month rental and a 28 day rental). Then on 25 July 2016, I spoke to Mr. [redacted] and walked him through it again. Both [redacted] and I asked Mr. [redacted] to come into our office, so we could go through it in person. He declined the invitation. Please see the second page of the attachment, where Mr. [redacted] signed the first 28 day contract (Inv #[redacted]. Forewarned that he would be keeping the equipment for several months, we automatically generated a new invoice every 28 days, and charged his credit card. I have also attached each of the credit card receipts directly behind their corresponding invoices. 1. (28 Days) Saturday, 23 January 16 at 8:00 am to Saturday, 20 February 16 at 8:00 am. 2. (28 Days) Saturday, 20 February 16 at 8:00 am to Saturday, 19 March 16 at 8:00 am.3. (28 Days) Saturday, 19 March 16 at 8:00 am to Saturday, 16 April 16 at 8:00 am.4. (28 Days) Saturday, 16 April 16 at 8:00 am to Saturday, 14 May 16 at 8:00 am.5. (28 Days) Saturday, 14 May 16 at 8:00 am to Saturday, 11 June 16 at 8:00 am.6. (28 Days) Saturday, 11 June 16 at 8:00 am to Saturday, 9 July 16 at 8:00 am.7. (14 Days) Saturday, 9 July 16 at 8:00 am to Saturday, 23 July 16 at 8:00 am.For easy visual reference, I have attached a color highlighted calendar showing the start and stop dates of each of the seven (7) attached invoices. As you will note, they always start and stop on a Saturday. You may notice a discrepancy in favor of Mr. [redacted] on Item # 5 listed above (Inv #[redacted]). We mistakenly started that rental date on Monday, 16 May 2016, instead of on Saturday, 14 May 2016. This mistake actually gave Mr. [redacted] two free days.Mr. [redacted] also stated in his complaint, ". . . lied to me and said I was paying different then any one else which was bull[redacted]." For Disabled American Veterans, Mathis Rentals offers a 25% discount. If you look at the invoices, the 28 day rental rate should be $800.00. However, after his 25% discount, he is only charged $600.00 before taxes, etc. Therefore, he is paying a lower amount than our standard customer. We offer this discount to show our Disabled Veterans that they are appreciated for their service and sacrifice.I expect our explanation and documentation definitively clears our name of any wrongdoing. If you have any questions regarding the above or attached, please feel free to contact me at [redacted] Vice President
On Saturday, 23 January 2016, Mr. [redacted] rented a walk-behind stump grinder for twenty-eight (28) days (ie. four weeks). At that time, he informed me he would be using it for several months. In fact, he used it for more than six (6) months or more than twenty-six (26) weeks. He did not... return it until Monday, 25 July 2016. In his complaint, Mr. [redacted] stated, "I rented a stump grinder for 28 day which started on the 23 of Jon which my bill should have came out on the ast but I was never informed that they subtract 2 days each month for how every long you had it." It is obvious that he is mistaking a 28 day rent for a one month rent. Some months have 28 days, some 30, some 31, and February in a Leap Year has 29 days. To remove any confusion for our customers, our rental period is 28 days. From January to mid-July, Mr. [redacted] never called and expressed an issue with his billing. It was, in fact, almost six months before he raised an issue. One of my employees, Mr. [redacted] , spoke with Mr. [redacted] on 11 July 2016 and again on 18 July 2016 to explain the duration of each invoice (ie. the difference between a month rental and a 28 day rental). Then on 25 July 2016, I spoke to Mr. [redacted] and walked him through it again. Both [redacted] and I asked Mr. [redacted] to come into our office, so we could go through it in person. He declined the invitation. Please see the second page of the attachment, where Mr. [redacted] signed the first 28 day contract (Inv # [redacted] . Forewarned that he would be keeping the equipment for several months, we automatically generated a new invoice every 28 days, and charged his credit card. I have also attached each of the credit card receipts directly behind their corresponding invoices. 1. (28 Days) Saturday, 23 January 16 at 8:00 am to Saturday, 20 February 16 at 8:00 am. 2. (28 Days) Saturday, 20 February 16 at 8:00 am to Saturday, 19 March 16 at 8:00 am.3. (28 Days) Saturday, 19 March 16 at 8:00 am to Saturday, 16 April 16 at 8:00 am.4. (28 Days) Saturday, 16 April 16 at 8:00 am to Saturday, 14 May 16 at 8:00 am.5. (28 Days) Saturday, 14 May 16 at 8:00 am to Saturday, 11 June 16 at 8:00 am.6. (28 Days) Saturday, 11 June 16 at 8:00 am to Saturday, 9 July 16 at 8:00 am.7. (14 Days) Saturday, 9 July 16 at 8:00 am to Saturday, 23 July 16 at 8:00 am.For easy visual reference, I have attached a color highlighted calendar showing the start and stop dates of each of the seven (7) attached invoices. As you will note, they always start and stop on a Saturday. You may notice a discrepancy in favor of Mr. [redacted] on Item # 5 listed above (Inv # [redacted] ). We mistakenly started that rental date on Monday, 16 May 2016, instead of on Saturday, 14 May 2016. This mistake actually gave Mr. [redacted] two free days.Mr. [redacted] also stated in his complaint, ". . . lied to me and said I was paying different then any one else which was bull***." For Disabled American Veterans, Mathis Rentals offers a 25% discount. If you look at the invoices, the 28 day rental rate should be $800.00. However, after his 25% discount, he is only charged $600.00 before taxes, etc. Therefore, he is paying a lower amount than our standard customer. We offer this discount to show our Disabled Veterans that they are appreciated for their service and sacrifice.I expect our explanation and documentation definitively clears our name of any wrongdoing. If you have any questions regarding the above or attached, please feel free to contact me at [redacted] . [redacted] Vice President
April 30,
In response to complaint number
***:
Our rental agreement clearly states just above the customer's signature line that "Equipment piis not pre-arrangedPLEASE CALL FOR PIWHEN FINISHED WITH EQUIPMENT." The customer signed this line when they took delivery of the machine, acknowledging their acceptance of the terms of the contractA copy of the contract is attached for your reviewThe delivery driver also notified the person who took delivery of the machine that he/she would need to call the office for pionce finishedAs a courtesy, I called the customer repeatedly on the day the machine was due back to see if she was ready to have the machine picked up but no one answered or returned my calls, and there was no answering machine on which to leave a messageIn reference to her statement about the owner, he was unavailable at that moment and asked me to handle the callam the General Manager, so handling customer complaints or concerns is one of my job dutiesI only hung up on the customer when she began to verbally abuse and curse meI am truly sorry that she was unhappy with the circumstances, but I personally made every effort to contact her for pickup before charging her for an extra dayOur customers regularly extend their contracts; this is why we require customers to call in when they are finished using their machine.I ask that this complaint be stricken from our record in wholeWe are sending Ms*** a demand letter to retract her statement, and we will be filing a libel suit for damagesIf you have any other questions or concerns regarding this or any other complaint, please do not hesitate to give me a callSincerely,*** ***General Manager Mathis Rentals
On Saturday, January 2016, Mr*** *** rented a walk-behind stump grinder for twenty-eight (28) days (iefour weeks)At that time, he informed me he would be using it for several monthsIn fact, he used it for more than six (6) months
or more than twenty-six (26) weeksHe did not return it until Monday, July In his complaint, Mr*** stated, "I rented a stump grinder for day which started on the of Jon which my bill should have came out on the ast but I was never informed that they subtract days each month for how every long you had it." It is obvious that he is mistaking a day rent for a one month rentSome months have days, some 30, some 31, and February in a Leap Year has daysTo remove any confusion for our customers, our rental period is daysFrom January to mid-July, Mr*** never called and expressed an issue with his billingIt was, in fact, almost six months before he raised an issueOne of my employees, Mr*** ***, spoke with Mr*** on July and again on July to explain the duration of each invoice (iethe difference between a month rental and a day rental)Then on July 2016, I spoke to Mr*** and walked him through it againBoth *** and I asked Mr*** to come into our office, so we could go through it in personHe declined the invitationPlease see the second page of the attachment, where Mr*** signed the first day contract (Inv #***Forewarned that he would be keeping the equipment for several months, we automatically generated a new invoice every days, and charged his credit cardI have also attached each of the credit card receipts directly behind their corresponding invoices(Days) Saturday, January at 8:am to Saturday, February at 8:am(Days) Saturday, February at 8:am to Saturday, March at 8:am.3. (Days) Saturday, March at 8:am to Saturday, April at 8:am.4. (Days) Saturday, April at 8:am to Saturday, May at 8:am.5. (Days) Saturday, May at 8:am to Saturday, June at 8:am.6. (Days) Saturday, June at 8:am to Saturday, July at 8:am.7. (Days) Saturday, July at 8:am to Saturday, July at 8:am.For easy visual reference, I have attached a color highlighted calendar showing the start and stop dates of each of the seven (7) attached invoicesAs you will note, they always start and stop on a SaturdayYou may notice a discrepancy in favor of Mr*** on Item # listed above (Inv #***)We mistakenly started that rental date on Monday, May 2016, instead of on Saturday, May This mistake actually gave Mr*** two free days.Mr*** also stated in his complaint, "lied to me and said I was paying different then any one else which was bull***." For Disabled American Veterans, Mathis Rentals offers a 25% discountIf you look at the invoices, the day rental rate should be $However, after his 25% discount, he is only charged $before taxes, etcTherefore, he is paying a lower amount than our standard customerWe offer this discount to show our Disabled Veterans that they are appreciated for their service and sacrifice.I expect our explanation and documentation definitively clears our name of any wrongdoingIf you have any questions regarding the above or attached, please feel free to contact me at ***. *** *** Vice President
On Saturday, 23 January 2016, Mr. [redacted] rented a walk-behind stump grinder for twenty-eight (28) days (ie. four weeks). At that time, he informed me he would be using it for several months. In fact, he used it for more than six (6) months or more than twenty-six (26) weeks. He did not...
return it until Monday, 25 July 2016. In his complaint, Mr. [redacted] stated, "I rented a stump grinder for 28 day which started on the 23 of Jon which my bill should have came out on the ast but I was never informed that they subtract 2 days each month for how every long you had it." It is obvious that he is mistaking a 28 day rent for a one month rent. Some months have 28 days, some 30, some 31, and February in a Leap Year has 29 days. To remove any confusion for our customers, our rental period is 28 days. From January to mid-July, Mr. [redacted] never called and expressed an issue with his billing. It was, in fact, almost six months before he raised an issue. One of my employees, Mr. [redacted], spoke with Mr. [redacted] on 11 July 2016 and again on 18 July 2016 to explain the duration of each invoice (ie. the difference between a month rental and a 28 day rental). Then on 25 July 2016, I spoke to Mr. [redacted] and walked him through it again. Both [redacted] and I asked Mr. [redacted] to come into our office, so we could go through it in person. He declined the invitation. Please see the second page of the attachment, where Mr. [redacted] signed the first 28 day contract (Inv #[redacted]. Forewarned that he would be keeping the equipment for several months, we automatically generated a new invoice every 28 days, and charged his credit card. I have also attached each of the credit card receipts directly behind their corresponding invoices. 1. (28 Days) Saturday, 23 January 16 at 8:00 am to Saturday, 20 February 16 at 8:00 am. 2. (28 Days) Saturday, 20 February 16 at 8:00 am to Saturday, 19 March 16 at 8:00 am.3. (28 Days) Saturday, 19 March 16 at 8:00 am to Saturday, 16 April 16 at 8:00 am.4. (28 Days) Saturday, 16 April 16 at 8:00 am to Saturday, 14 May 16 at 8:00 am.5. (28 Days) Saturday, 14 May 16 at 8:00 am to Saturday, 11 June 16 at 8:00 am.6. (28 Days) Saturday, 11 June 16 at 8:00 am to Saturday, 9 July 16 at 8:00 am.7. (14 Days) Saturday, 9 July 16 at 8:00 am to Saturday, 23 July 16 at 8:00 am.For easy visual reference, I have attached a color highlighted calendar showing the start and stop dates of each of the seven (7) attached invoices. As you will note, they always start and stop on a Saturday. You may notice a discrepancy in favor of Mr. [redacted] on Item # 5 listed above (Inv #[redacted]). We mistakenly started that rental date on Monday, 16 May 2016, instead of on Saturday, 14 May 2016. This mistake actually gave Mr. [redacted] two free days.Mr. [redacted] also stated in his complaint, ". . . lied to me and said I was paying different then any one else which was bull[redacted]." For Disabled American Veterans, Mathis Rentals offers a 25% discount. If you look at the invoices, the 28 day rental rate should be $800.00. However, after his 25% discount, he is only charged $600.00 before taxes, etc. Therefore, he is paying a lower amount than our standard customer. We offer this discount to show our Disabled Veterans that they are appreciated for their service and sacrifice.I expect our explanation and documentation definitively clears our name of any wrongdoing. If you have any questions regarding the above or attached, please feel free to contact me at [redacted] Vice President