Rentskis.com

We are very dissatisfied that this guest feels they did not receive the level of customer service and acumen that our company prides itself on We have reached out to the store in question and made sure that all the employees are aware of our service standards and guidelines on how to process the policy of a guest misplacing or losing their equipmentGuests are responsible for the equipment they rent from our locations in the unfortunate circumstance of the equipment being lost, broken or stolen Every piece of equipment that leaves one of our stores has the guest name written on it to help protect against these mishaps and our technicians are required to explain this policy Upon return we can issue a receipt that shows the tracking or equipment Unfortunately in this instance the representative who worked with the customer seems to have not explained or satisfied the guest in this respect Lost or stolen skis get marked with a tag in our system so that when they return we can notify the guest and offer a refund as soon as possible- We understand that timeliness in this regard is very important to our guests and we try to act as swiftly as possibleThe guest was given a full refund upon their return to our store and the confirmation that the ski had been returned.The store manager has reached out to this guest to apologize for the unprofessional way they feel the situation was handled He explained that we want all of our guests to leave feeling their needs, wants and expectations were met or exceeded and that we would love to make up for any dissatisfaction in any way we can His patronage is extremely important to us as well as his feedback to help better our process and understand the guest experience The guest seemed happy with the outcome and was very happy we took the time to follow up He thanked us for our commitment to resolving this issue with customer service and will reach out when he returns to our area so we can provide him with the service level we strive for on his next visit Customer service and guest experience are very important to us and our main goal is to provide the highest level of service possibleThank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

We are very dissatisfied that this guest feels they did not receive the level of customer service and acumen that our company prides itself on.  We have reached out to the store in question and made sure that all the employees are aware of our service standards and guidelines on how to process...

the policy of a guest misplacing or losing their equipment. Guests are responsible for the equipment they rent from our locations in the unfortunate circumstance of the equipment being lost, broken or stolen.  Every piece of equipment that leaves one of our stores has the guest name written on it to help protect against these mishaps and our technicians are required to explain this policy.  Upon return we can issue a receipt that shows the tracking or equipment.  Unfortunately in this instance the representative who worked with the customer seems to have not explained or satisfied the guest in this respect.  Lost or stolen skis get marked with a tag in our system so that when they return we can notify the guest and offer a refund as soon as possible- We understand that timeliness in this regard is very important to our guests and we try to act as swiftly as possible. The guest was given a full refund upon their return to our store and the confirmation that the ski had been returned.The store manager has reached out to this guest to apologize for the unprofessional way they feel the situation was handled.  He explained that we want all of our guests to leave feeling their needs, wants and expectations were met or exceeded and that we would love to make up for any dissatisfaction in any way we can.  His patronage is extremely important to us as well as his feedback to help better our process and understand the guest experience.  The guest seemed happy with the outcome and was very happy we took the time to follow up.  He thanked us for our commitment to resolving this issue with customer service and will reach out when he returns to our area so we can provide him with the service level we strive for on his next visit.  Customer service and guest experience are very important to us and our main goal is to provide the highest level of service possible. Thank you.