Merit Rentals Hardware & Equip

Review: Called and explained that needed a grass catcher bag for a Brute lawn mower. Gave the model number number and told that product could be ordered with a credit card number. Picked up product and when asked for the box was told no. They needed to keep it. When I tried to attached to lawn mower I realize that there was no clips to attach to mover. Returned to the store for more information and was told that there as a separate part to make attachment work. This information I was not told about during the transaction. Cost of product was $89. I asked to return the product and was told they do not except returns.Contacted another company and was told they could not even find assesories for this model of lawn mower. There are no markings on the bag to indicate product name or order number. Therefore, I am not sure if this the desired product. This lawn mower bag cost almost the amount it would cost to buy a new mower.Would not shop there again. Just wanted to give small establishment some business.

Product_Or_Service: Brute lawn mower grass catcher bag

Desired Settlement: DesiredSettlementID: Refund

I would like to be able to return the product (perfect condition as given to me) and receive a credit on my charge card immediately.Also,to inform the clerks that it would benefit all parties ordering replacement parts to make the proper inquires of which is needed exactly.

Business

Response:

Business Response /* (1000, 5, 2013/07/24) */

Customer ordered a bag for her lawnmower. We ordered correct bag for her machine. Customer calls and asks where the frame is for the bag we explain to the customer that the frame is a separate part and would be additional money. Customer makes a demand to return bag which we tell her there is no return on special order items . This is also clearly noted on display at our store.

Consumer Response /* (2110, 7, 2013/07/25) */

(The consumer indicated he/she ACCEPTED the partial settlement response from the business.)

When ordering the bag I was not questioned weather I needed or required additional parts. I explained that the lawn mower was recently purchased. A sign of a good service is to question the customer to get a clear understanding of their needs.

There were signs hanging near the counter(cost of repairs, for equipment, knives sharpening,etc). There were not signs concerning special order and no refunds. I was not even given a receipt. If there is sign stating a policy now, it was recently posted.I am still requesting a refund. I am also going to contact Brute.com to file a complaint regarding this dealership.

Review: I was scheduled to pick up a piece of equipment for rental (a stump grinder) from this retailer on Saturday, 7/11/15. When I went at my scheduled time to pick up this equipment, I and the person who was helping me pick up the equipment realized that it was not in good working order. The person I was with has experience with this type of machinery and he noticed that the grinder itself has teeth on the grinding wheel and all of them were loose and we were told to "not worry about it" by the salesperson.

The trailer which carried the grinder was not in working order either, the hook on the trailer was faulty to the point where the salesperson was using a large rock to try to slam the hook on our trailer ball to force it onto our truck. One of the wheels on the trailer was also bald and dry-rotted. The worst part was that the brake lights on the trailer were not working at all. When I pointed this out to the person who was assisting us, we were told "don't worry about it, the last person who took this out had no problem". I know from hitching boats that it is absolutely illegal to drive a trailer with no brake lights, and the salesperson refused to address our concerns about this, so that is when I refused to take the trailer out of the lot.

When we refused to take the trailer out of our concern for the product itself working, and the actual trailer not being ready to drive on the road, we were told that we would not get a refund because we had to give them 48 hours notice for cancellations. I completely understand this but if we are being offered a piece of faulty equipment AND a faulty trailer, both of which that are a hazard on the road and a hazard to myself when I'm using it, I think a refund is more than fair, but I have called back several times and they absolutely refuse to refund my money.

I have accompanying pictures of the trailer and grinder in question if needed.Desired Settlement: I would just like my $300 back for the equipment.

Business

Response:

Customer came to pickup his reserved stump grinder and made the claim that the grinder was older and it won't do the job. I assured the customer the machine was in good working order as it just came back from a rental earlier in the day. Customer stated he would did not want the equipment I stated to him and well as showed him the posted policy in the store that any rental reservations needed to be cancelled 48 hours in advance. While the equipment was in working order I did advise the customer I would transfer his rental to another day of his choice in which he could use our other grinder. Customer was not willing to come to a mutual agreement. Unfortunately we can't be held responsible for last minute changes to a customers plans and loose income on a machine that couldn't be rented to another customer when the unit was in working order. My offer to transfer the rental to another date still stands.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The grinder itself may have been "working", it was in very poor condition. All of the teeth on the grinder were loose. Saying that it was rented out earlier that day and there were no issues is not an accepable response to our concern. Another big issue which the owner hasn't addressed is the fact that the trailer was in no way acceptable or legal for use on the road. There were no brake lights on the trailer, how exactly am I expected to drive with no brake lights? With regards to using it on another day, I had made arrangements for assistance with this project and the grinder was only of use to me on that particular day, so renting it on another day was not an option. I in no way changed my plans as the owner stated, The agreement between the business and myself was for the business to rent me a grinder on a trailer on 7/11, both of which I assumed would be in good working order on that day, and I was not provided with that. The owner has even admitted that it was not in proper order, and would fix it and let us rent on another day as indicated in his email sent earlier today. I'm just asking for what is fair, I just want my money back. As stated in my previous communication, I can provide pictures of the faulty equipment if needed.

Sincerely,

Business

Response:

As clearly posted and the signed receipt states no refunds. If customer would like a credit towards something else that's fine.

Business

Response:

The credit is for rental equipment and not for the purchase of equipment.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I no longer need rental equipment.

Sincerely,