Ruddy's Rental & U-Haul

Case ID: [redacted] We are sorry for what happened The lights worked when the customer left What happened afterward I am sorry but I cannot say The only way for the dolly to shift is if the vehicle in tow was put on incorrectly WE have never in years experienced this Our mechanic took the time to go through and check, test, and found no problems According to our notes on our conversation, the customer was bothered by the swivel pin This is a manufacturing design As for "blowing me off" this is not true, we replied to the customer email We are sorry again for what happened but we are glad you got your job done Sincerely, Ruddy's Rental, Inc [redacted] Forest Lake, MN

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.Being short staffed is not a reason to treat your customers rudely, which they wereWe will not be using this company again and will advise any of our friends or family to do the samethank you for your time in this unpleasant matter, [redacted]

Mr***, The customer states several times that employees were rude. We were not rude, but instead incredibly busy that morning, as Monday mornings usually are. In addition, we had staff that did not come to work that day, so it was a situation that was not ideal for us or
our customers. We are sorry the customer felt that way. The customer did not wait 25, then an additional minutes. Based on the other customers and their wait time it was approximately minutes total. We do help customers in order and there were many customers there at opening on Monday, September 18. This particular customer was fourth in line. Mr*** decided to drop our equipment anywhere in our lot while we were helping these other customers. We must check in our equipment to verify its there and in good condition, as the customer is responsible for the items, and for loss or damage to them, until we have a person actually check it in. In this case since he put them in the lot we needed to move them out of the way so they do not get damaged or other such things as damage occurring(this has happened before). This is where the $fee is assessed for customers who do this. We did call to work with them and let them know we would give them the benefit of the doubt and left a message saying we refunded half the charge, $15.00. We did not hear back from this customer but the $was refunded. Again, we apologize for making the customer wait. It was an unusual morning at our store, being very busy and short handed at the same time. Sincerely, Ruddy's Rental, Inc

First of all, the customer states that he came in "about noon", and his contract indicates that he was sent out at 11:AM It is important to note that this is a rental company, so customers rent equipment, but also time Our cameras indicate he was at the store asking about the
equipment at approximately 11:AM. Secondly, our equipment is commercial , not home made If the customer was concerned and it was "against his better judgement", then why did he rent it? The customer also states he was briefly showed the equipment which is not the case We took him outside, started it, went over it, and had him try it The machine is great when used properly He mentioned that the edger is unsafe and worn out It is safe It is a used piece of equipment that works fine when used properly. The customer states that we were very hostile This is not true and our cameras have footage that can verify this When the customer returned he had a confrontational attitude and very loudly told staff that our equipment is a piece of junk (He used another term) We asked if he would like the time applied to a future rental, as he does live in the area and it sounds like he's rented from us before He said no, I want all my money back He would not accept anything else We said no we would not refund the money but could give him more time- even with something else. The customer states that he felt scammed That's funny because that's how we feel He had the equipment for over hours, as it shows on his completed contract, and we got no phone calls or questions on it As far as we knew everything was fine with the equipment Once again, he was renting time and equipment. We have respect for the customer although the way he acted and talked to staff makes it difficult The customer states he wants all his money back, so we will do that for him We will try to better on our end as a business We are sorry he had such a bad experience Sincerely, *** Ruddy Ruddy's Rental, Inc###-###-####

Case ID: *** We are sorry for what happened The lights worked when the customer left What happened afterward I am sorry but I cannot say The only way for the dolly to shift is if the vehicle in tow was put on incorrectly WE have never in years experienced
this Our mechanic took the time to go through and check, test, and found no problems. According to our notes on our conversation, the customer was bothered by the swivel pin This is a manufacturing design As for "blowing me off" this is not true, we replied to the customer email We are sorry again for what happened but we are glad you got your job done. Sincerely, Ruddy's Rental, Inc*** *** *** Forest Lake, MN

I am rejecting this response because:
(The lights worked when the customer left.)"they were not working when I left and the attendant in the yard and the young man both know this." (The only way for the dolly to shift is if the vehicle in tow was put on incorrectly.) "I have driven tow trucks and semi trucks and am a Class A certified driver and have encountered trailers with more complicated dolly systems and being put on incorrectlywould cause it to come offthe tires were straight straps were tight and steering wheel was locked in position both mechanically and manuallythe trailer kept swiveling off to one side while in tow." (WE have never in years experienced this.) "There are many google reviews of people having similar problems." (Our mechanic took the time to go through and check, test, and found no problems.) "while in the yard the attendant saw a busted wire and rusted ground wire and said it would be taken care of and apologized for my hassles." As for "blowing me off" this is not true, we replied to the customer email"NEVER REPLIED TO MY EMAIL!"

Initial Business Response /* (1000, 5, 2015/06/20) */
We are very sorry for these issuesBefore we respond it needs to be noted that the complaint was sent to the wrong storeThe store should be our Forest Lake location: ***, Forest Lake, MN
The photos show new
clean itemsYou have to remember we are a rental shop so everything is new at one timeThe items we delivered were clean and ready for our customersAs for the chill table, yes customers have the option of putting a skirt on it but it does not come with the skirting
We have never in years delivered on SaturdaysSorry, I do not know what to sayAll staff are aware of this! We put stakes in asphalt all the time it is nothing new as for Gopher State call it is the law
Our delivery person dropped off and got everything set up and Ms*** came out screamingOur driver listened and offered to take it away with no fees and Ms*** said no, that she would call the rental shop and "lay into that bh"In addition, Ms*** did call and talk to our manager and so she again offered to pick up everything again with no fees and she said "if you do I'll sue your as." The manager felt that nothing we were trying to do would satisfy Ms***
There was no laughing at Ms***We did try to resolve this situationAs for the tables and table cloths most people get tablecloths to put on the tables, some do notShe was so angry at the fact that they were wood and not plastic we offered her 15% off the tablecloths we sell, which would have been cheaper and closer to her home to get than going to Party City, but she did not accept this offerShe also stated that our website showed plastic tables and we checked that out immediately and our website shows wood tables
As for the x canopy we do not know what happened here but this is why we gave Ms*** two x canopies at the x priceWe are very sorry for the misunderstanding but we do feel like we fixed this issue
The contract states June 6, because that's the way the computer shows if they wanted it for the weekend
The fees on the contract say x which is the fee for the set up for canopies that range from x size through x (the set up is a different fee from the actual rental)
We are sorry this was a negative experience but feel we tried several things to please this customer and it wasn't helping
*** Ruddy
Ruddy's Rental, Inc
***
Forest Lake, MN
***
Initial Consumer Rebuttal /* (3000, 7, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In MrRuddys response is the first apology I've receivedThe company owns a few stores, and that's correct, my issues were with the Forest Lake storeAll stores owned/operated by the same family
The initial reservation was made with a female in March She said the items we requested would be delivered on 6/6/( as shown in the attached contract)She asked if the tent was to be set up on grass or asphaltI said "asphalt"She said, "ok, then we don't need it marked"I paid my half of the cost and left it at thatMy ex husband called in June to pay the 2nd half of the rental fee
We planned the party to be on the driveway and in the garageWe hosted people (our daughters graduation party)We needed to items delivered 6/6/as because once the delivery people set the items up, we would not be able to move our vehicles or park in the garagesWe were charged $"set up/take down" feeThat is relevant because they did not set up or take down any tables or chairs
I received a call June 4th from a male at Ruddys asking me if the driveway had been marked, he also wanted to confirm the June 5th delivery dateI told him the delivery date was June 6th and didn't understand what he meant by "marked the driveway"He said that to deliver the 15xtent we paid for, they would need to drill stakes into the driveway
I told him when I made the reservation in March, I was told the items would be delivered June 6th (Saturday) and that no staking was necessary as it was being placed on asphalt
He said "she doesn't work here anymore"I said, well, those were the agreed upon termsHe said "I don't know what to tell you, we don't deliver on Saturdays and if you want this tent we're drilling holes." He then told me at 2:in the afternoon Thursday June 4th that if the driveway wasn't marked by the next morning they refused to deliver the tent because he said it was the customers responsibility to contact gopher state
I was beside myself as this was days before a large graduation party
I told them I would call backI started to panic (I have PTSD from an injury sustained while working as a police office, and suffer from panic attacks)I called Gopher state and was told it is absolutely the vendors responsibility if anything is to be markedThe woman at a Gopher state was very kind as I was in a great deal of distress, crying, and panicking
I called the store and spoke to an old woman who identified herself as "the manager"I told her by state statute it was their responsibility to have utilities, etc markedShe said she didn't care, that their policy was that the customer do it
I tried to explain to her that the woman I'd made the reservation with said no staking was required and the delivery date was set for Saturday June 6, not Friday June 5thI asked her if Ruddys was going to make any concessions as this was causing a hardship and a great deal of stressRight after I said that she laughed at me (the 1st time) and said "absolutely not"
I was unable to handle the stress, so I handed the phone to my husbandHe spoke with her and she agreed to deliver 10Xtents instead of the 15Xwe paid forThe next morning two men delivered two old, dirty, weathered, yellow tinged (supposed to be white) tents and left it in our yardNothing was set up for the party (we were still charged the $set up fee)
I came outside and saw the condition of the tables, which was terrible (as shown in the attached photos)I was not screamingI did raise my voiceThe delivery man looked surprised, I asked if he owned the business, he said "no"I apologized for complaining to him and told him I'd call the store
I called the store and the same old woman, who never identified herself, answered the phoneI told her I was shocked and appalled at the poor quality of the items that were deliveredI told her that for $547.00, I expected clean, undamaged itemsI told her the tables had so many gouges, holes, bent edging that I had to cover them, which was not in our budgetI asked if she would provide free table covers, thus is the 2nd time she laughed at me saying she would "absolutely not give me anything for free but would give 15% off on table covers"
I was just disgustedI don't remember the conversation word for word, but the gist of it was, how could they sleep at night charging these ridiculous prices for products that were absolute garbage
She threatened to send her men back to pick everything upWe'd already spent $on their rental items, and I was hosting people fir a graduation party in less than hoursShe was absolutely unapologetic, was very snotty, sarcastic, and belittlingI explained to her I was having a hard time dealing with thus due to my anxiety disorder, this was the 3rd time she laughed at me, she said some more things and hung up on me
Other than giving me 15% off table covers, the company did absolutely nothing, nor did they offer any ways to rectify the numerous issuesSo, we had to buy another tent ($100), table covers, and a skirt for the chill table ($75)I was absolutely not going to give Ruddy's one more dime
The pictures attached show the contract stating a June delivery date, and close up pictures of the worst of the damageThere were huge gouges, exposed wood (that was very sharp) that could've injured someone, along with bent, uneven metal edging that had to be dealt with so the sharp edges didn't injure anyone
I have more than photos, but am only able to upload a handfulIn two of the photos, you can see the contrast between the dirty, yellowed tents vsthe new tent we boughtThere is a picture of several tables so you can see they do not match, and close ups of just some of the damage
Ruddys advertising is misleadingIf you look on their website, ruddyspartrental.com, they advertise clean tables, clean tents, and a chill table with a skirtNo where on the site does it indicate the tables are old, mismatched and damaged
In summary, the excuse they use that the contract shows a June delivery because we "had it on the weekend" is absurdThe woman, who a man told me no longer works there, agreed upon the June deliveryThe gopher state one notification is the law, like he said, but per the statute it's the vendors responsibility
The company claims to have tried "several ways" to "make me happy"The one and only thing this incredibly rude woman offered was 15% off table covers to hide their damaged, mismatched tablesI have never made a Revdex.com complaint in my life, I have never had an experience this bad with a companyThey are misleading, they are in breach of contract, they advertise falsely, and they treat their customers like garbage
I have names and telephone numbers of other people who had similar experiences with this companyI'd be happy to provide them if you'd like them
I would still like a full refund due to the costs incurred to hide their damaged property, the cost to buy another tent to accommodate our guests, the $set up fee they charged but did not set up or take down any tables or chairs, for the insurmountable stress they caused, and their incredibly unprofessional, horrid customer serviceI have never had anyone laugh at me, multiple times, and hang up on meThis entire experience is just bizarreI have no idea how these people are in business
Thank you
Final Business Response /* (4000, 9, 2015/07/03) */
Again we do apologize for your experience with Ruddy's Rental
Yes, whenever putting up a canopy with stakes Gopher State needs to be calledThis applies to everything at Ruddy's Rental that goes into the soilThis is stated on the contract
As for setting up tables and chairs, the customers usually do thisWe can do it but we do charge more for this serviceThe $is to set up the canopies that Mr*** told us where to put them
Putting up the canopy on Friday was not refused, we could notIf we put stakes in the ground Gopher state needs to be notified in advance
As far as the statement made about the manager not caringWe do care and I did get a different explanation/story from our managerWe also do not laugh at a distressed customerWe are sorry if the customer got that impressionMs*** was very angry as we've stated in previous correspondence, yelling at several different employees and repeating "you gotta be *** me!" At that point the driver did offer to taka away the items at no cost but again the customer said absolutely not
There was no threatWe do not threaten peopleThis is incorrect informationIt was obvious Ms*** was very upset and we were trying to resolve the situation by voiding the whole thing at no cost to herThis was an honest offer of 100% of her money because it was obvious she was unhappyThis customer refused that
At this point we are willing to refund $to Ms*** in an attempt to compromise
Thank you
*** Ruddy
Ruddy's Rental
***
Forest Lake, MN
Final Consumer Response /* (3000, 11, 2015/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You put me in a position where I had people coming in hoursI had to take the junk your employees deliveredIf you go back to the complaint, that was part of the problem (having to cover the ugly, damaged, unmatching tablesDid you see the pictures? Do you find those acceptable?
Your manager most certainly laughed at me, several timesShe was an older woman who sounded like she was enjoying the fact that she was causing so much anxietyI asked for the manager as I did not want to talk to her, she said she was the manager, there was no one else to talk toWhen I asked for table covers to cover the damaged tables, she laughed and said "NO WAY"She offered a 15% discount on table coversA $refund is insulting
I agreed to pay the $set up fee as the items were supposed to be delivered on June 6th (like the contract says)If the items had been delivered on the correct day, the men could have set everything upTables, chairs, etc
I still would have taken issue with the terrible quality of the itemsI am just shocked that you are comfortable charging almost $dollars for this (lack of) customer service and such shoddy productsIt's just unbelievable

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.Being short staffed is not a reason to treat your customers rudely, which they wereWe will not be using this company again and will advise any of our friends or family to do the same. thank you for your time in this unpleasant matter,*** ***