Real Rentors Ltd.

Initial Business Response /* (1000, 5, 2015/08/12) */
***
To whom it may concern,
In regards to the complaint of *** I do regret that sometimes rock being loaded onto vehicles bounces around and spills over the sides of the vehiclesThe tractor that we load with has a 5'
wide bucket to try to keep product contained but as gravity takes effect the product spills out as it will
We endeavor to train and our staff to be as careful as possible when loading vehicles but there are limits to what we are able to do as operatorsWe have a full routine training program for all of our loader operators starting with full tractor familiarization going to loading our own trucks until both myself and the staff member are comfortable and able to load safely and competentlyWe even keep an
old pitruck to use for staff training purpose in approaching and loading vehiclesThe staff member loading this vehicle has been with us for*** and has been loading with no complaints or issues for the past ***
***We do have signage posted regarding loading at your own riskSome people upon seeing our loader and product have opted to not use their own vehicles and have gone for delivery or have picked up tarps to contain the product and cover the sides and back of their vehicles*** ***
In regards to this customer I feel my staff handled it appropriately and when he dropped of an
estimate for damages he informed the staff in the office that he would be in touch in two days to connect with meMy schedule is varied and I'm not in the office very often so I asked *** let me know when he contacted the office when he planned to stop in again so I could be hereI would have reiterated what he was told at the office -- we handle rough product that spills out as gravity dictatesUnfortunately no matter how much we try the product can bounce around and hit your vehicleInstead of contacting the office as he had stated he opted to contact your office
Initial Consumer Rebuttal /* (3000, 7, 2015/08/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is understandable some rock can "bounces around and spills over the sides of the vehicles"The amount spilled here was excessive causing a pile of inchs wide or more of rock between the cabin and truck bedA pile, not some rock which bounces off
Several issues are noted throughout this incident:
#*** visit *** made no attempt to look at the damage or acknowledge it then stated nothing would be done
#2*** visit -note this was recorded*** advises she does not have the authority (which she exercised ***) to make any decisions in regards to the incident*** also stated "rocks coming out of a bucket, we cannot control where they go"Now you state "staff member are comfortable and able to load safely and competently"Note conflicting statements and the fact that a company with *** experience originally stated they cannot control where the rock goes out of a bucket
In regards to your statement "he informed the staff in the office that he would be in touch in two days to connect with me" During this conversation with *** in which I provided the quote of damage, I pointed to my telephone number stating if I did not hear back from the owner in a couple days (as he is busy) I would go my own route and she acknowledged, thus I was clearly waiting for contact after the two personal visits which were not very receiving
#Sign placement, wording and risk
Placement: After being advised there was a sign I had to go look for itOne sign was located coming in the entrance approximately at deg angle, almost North West away from the Main office which would be around deg around North North EastOnce at the main office if you go to the bulk loading this sign is not visible or facing the proper direction as you are now over ft behind it
Wording and Risk: Sign reads "CAUTION Loading at Your Own Risk" and in small print "any damages to vehicle is owners responsibility." The issue here remains I did not load, therefore not at my riskThe sign should state "We load at your risk" or similarAssume the sign was correct and at own riskThe amount of damage caused is not a foreseeable risk by a trained and experienced operator
Final Business Response /* (4000, 9, 2015/08/24) */
***
In regards to the continued *** communication I stay with my original commentsHe advised my staff (two were present in the office) of his intent to contact our office in two days' time of dropping of his body work estimateI had advised \both *** and *** in the office to let me know of a time so I could meet himHe opted to go to the Revdex.com insteadIf he had stopped in I would have repeated what I have included in my last letterIf he would like to contact us to set up an appointment for me to repeat the notes in person he is welcome to do so
Final Consumer Response /* (4200, 11, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Despite all effort and going against fact (audio), Wetmores which is a family run business continues to deny any wrong doing and will not take any ownership for the damages (w/ pictures and damage estimate) caused by them despite reasonable efforts made