Rockland Tool Rental, Inc.

Review: The rate offered .59/mile for a uhaul van was written up as .99/mile. I caught the error immediately at the pickup. The clerk said he would make the change and email me the corrected rate write-up. At drop-off 13 days later the rate was still .99/mile and the clerk again showed me he was on music on hold with uhaul customer service and unable to correct the rate. The rate was adjusted, after I started a complaint about the equipment. However, the uhaul had a foul odor in the cab and the side double door had a bent lower hinge, that the clerk did not respond to when I pointed out the defect. I received a review from u-haul and provided this same information and a request for $100 for my inconveniences. However the small writing stated that this was a public review. I put my full name and telephone number in the request. I chatted with u-haul and gave the request to have the review removed from public view with my personnel information. I was told that she, [redacted], could not do it. She said to call customer service at 800-789-3638. CASE #[redacted] was opened with regional office after calling customer care and relating problem withe eta [redacted].Desired Settlement: $100.00 for inconvenience of waiting for billing corrections after being advised it would be corrected, defective rental equipment and to have my PERSONAL INFORMATION , i.e. full name and telephone number REMOVED from the public view from UHAUL'S REQUESTED REVIEW that misguided me to provide information without WARNING me before the comment section that this was a public review , NOT A UHAUL REVIEW.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I have more than one complaint but the main one is as follows: On [redacted] the business delivered two bounce houses to my home for a party we were having on the [redacted]. In the process of backing into our driveway his driver hit our Mammoth in group basketball hoop with his truck for which we have the license plate. The driver bent the hoop and backboard making it unusable both for the party and on-going. We immediately called the owner of the Company [redacted] to discuss the problem. We let him know the original cost of the hoop was approximately $1,600 installed and offered to send the original receipts for him to review. He said he would replace the hoop as he already knew his driver hit it and he would settle the cost with the driver himself. This conversation was recorded. He appoligized and said he was getting someone to come out and look at it so he could replace it. We followed up several times to see when he would send someone out to replace the hoop. He is no longer returning our calls. It has now been over two weeks and we have received no response. In addition, everything about their pricing was unethical. In dealing with [redacted] when I first called to order the Bounce house she said that it was basically theri policy to offer 5% discount if the client asked. I asked if I rented two inflatables would they offer a 10% discount? She said she would check with [redacted] but didn't think he would have a problem with it. We started to write up the order and she told me she was giving me 10% off. She said she would offer 5% off the first bounce house and 5% off the second bounce house. I tried to explain to [redacted] that 5% off each item does not equal 10%. She insisted that she was giving me 10% because 5% off of the first house plus 5% off the second house was 10%. Ultimately, when we rented the houses she informed me that [redacted] had told her now she could offer me no discount because I had questioned her. Even though it was basically their policy to put thru a 5% discount "on their own" now that she had to speak to the owner, she could offer me nothing! Reluctantly, I agreed as this was the inflatable my 8 year old really wanted for his party. [redacted] his worker quoted me $568 for the service for the day and even made a special call to me to tell me the final cost. Ultimatly, they charged me $612. In the process they also delivered the wrong bounce house. I had requested a combo sports bounce house and they delivered a Gladiator. They did come back and remove the Gladiator and deliver a sports combo bounce house but that did not function properly either. I suspect after they deliverd the wrong inflatable, they had to scrounge up a defective one just to keep us happy as all else had already gone so wrong. Nothing about this process went well and his driver upon picking up the bounce houses the next day even said to me everything about "this one" was a disaster for you wasn't it.Desired Settlement: I want my basketball hoop replaced as promised.

Business

Response:

To whom it may concern: