Pollock Pines True Value Hardware

Thank you for the opportunity to respond give our position on the events that transpired regarding the following events. On April 8 2015, Mr. [redacted] held a conversation with our rental employee Paul inquiring about the utilization of our Bobcat S-185 for some earth moving. As Mr. [redacted] stated, we had...

indeed experienced some weather locally and Paul advised that he could reschedule depending upon his conditions as we would have no way of knowing his particular circumstances. On April 9th, Mr. [redacted] decided to move forward with his project. He rented the Bobcat with the assistance of another rental employee Josh. As is standard procedure with all rental transactions, Josh went over safety and operational procedures. Mr. [redacted] was informed that should he encounter any issues to contact us for remediation. Mr. [redacted] did call once as he got home as he wasn't able to get the Bobcat to move and was reminded of the parking brake switch that he was informed about upon the original operating instructions. The next we heard from Mr. [redacted], he had gotten the Bobcat stuck. As per the terms of the contract at no time did he contact us relative to any tire issues. Paul, who was off the day the Bobcat was rented, offered to head over to Mr. [redacted]'s since he lived nearby. Paul was unable to retrieve the unit and had in fact gotten the Bobcat in a more precarious position. Josh also went to the location in an effort to extract the Bobcat from its location with the usage of our truck and chains to no avail. The decision was made to leave to Bobcat until the conditions were better for traction. Before we were to revisit the location, Mr. [redacted] had gotten the tractor out of its location. He returned the Bobcat the afternoon of April 10th, cleaned and with only a couple of hours of usage on the meter. This was most likely time used to extract the Bobcat. After holding lengthy conversations with both Paul and Josh, it was decided that we more than lived up to our terms of the rental contract. We have been renting the Bobcat S-185 since 2003 and this is the first such incident we have encountered. Because we live and serve in a small community, the decision was made to remunerate Mr. [redacted] his rental costs as a show of good will. This credit transaction was completed on or about April 16, 2015.

Review: Needed to rent some equipment for a project at home. I explained to rental company what I was doing and asked if they had anything that would work for me. They said yes and I rented the Bobcat 185 they recommended. Prior to picking up Bobcat, we had a few days of rain and I expressed my concern about too much mud on the ground. I was told that I would not have a problem. After getting it home, within 2 minutes of using the Bobcat, one of the tires had come off the rim. I was told by the rental company this could happen due to the extreme traction when you're unloading the tractor, so I inflated it in hopes of fixing the problem, only to find out that there was a hole in the tire, which I went ahead and patched. I also checked the other 3 tires for proper inflation as well. Maximum tire pressure was 70 lbs. One of the tires had 19 lbs in it. The other 2 were 20 lbs under maximum recommendation. This probably explains the problem they had been having with tires popping off the rims. After fixing the flat and inflating the low tires to a proper inflation, I started with my project. I went around the back, scooped up a pile of dirt and then tried to knock down the high spots in the dirt road. It did not seem to be working well at all. After 10 minutes, I decided to drive around to a different part of the road that I was working on only to lose traction, so I turned around to return back up to where the Bobcat trailer was as this was not working at all. I slid one side to the other trying to make it to the front of the house. Eventually, I slid down to a lower plateau area and could not get it out. I was not stuck; but I could not find a spot to drive up the hill to get out. I called the rental company. They sent out an employee to proceeded to help, but only got it stuck worse (his words). There's more, but not enough room. Bottom line is wrong equipment was recommended, defective equipment was given, and I'm very dissatisfied with the service.Desired Settlement: Only a total refund will be acceptable.

Business

Response:

Thank you for the opportunity to respond give our position on the events that transpired regarding the following events. On April 8 2015, Mr. [redacted] held a conversation with our rental employee Paul inquiring about the utilization of our Bobcat S-185 for some earth moving. As Mr. [redacted] stated, we had indeed experienced some weather locally and Paul advised that he could reschedule depending upon his conditions as we would have no way of knowing his particular circumstances. On April 9th, Mr. [redacted] decided to move forward with his project. He rented the Bobcat with the assistance of another rental employee Josh. As is standard procedure with all rental transactions, Josh went over safety and operational procedures. Mr. [redacted] was informed that should he encounter any issues to contact us for remediation. Mr. [redacted] did call once as he got home as he wasn't able to get the Bobcat to move and was reminded of the parking brake switch that he was informed about upon the original operating instructions. The next we heard from Mr. [redacted], he had gotten the Bobcat stuck. As per the terms of the contract at no time did he contact us relative to any tire issues. Paul, who was off the day the Bobcat was rented, offered to head over to Mr. [redacted]'s since he lived nearby. Paul was unable to retrieve the unit and had in fact gotten the Bobcat in a more precarious position. Josh also went to the location in an effort to extract the Bobcat from its location with the usage of our truck and chains to no avail. The decision was made to leave to Bobcat until the conditions were better for traction. Before we were to revisit the location, Mr. [redacted] had gotten the tractor out of its location. He returned the Bobcat the afternoon of April 10th, cleaned and with only a couple of hours of usage on the meter. This was most likely time used to extract the Bobcat. After holding lengthy conversations with both Paul and Josh, it was decided that we more than lived up to our terms of the rental contract. We have been renting the Bobcat S-185 since 2003 and this is the first such incident we have encountered. Because we live and serve in a small community, the decision was made to remunerate Mr. [redacted] his rental costs as a show of good will. This credit transaction was completed on or about April 16, 2015.