Taylor Rental

We have went above and beyond the service guidelines that [redacted] sets as part of the warranty agreement for dealer responsibilityTaylor Rental has also covered items out of our pocket as a service of good will to satisfy the customer on multiple occasions since the date of purchase.We have listed a timeline of events in response to the customer's complaint about our service.First I would like to mention that the date of purchase of this machine is 4/30/14, not 12/31/The first issue was noted on 1/20/All copies of [redacted] claim documents have been attached.The tires are a verbal agreement the customer and our sales person had at the time of sale (/30/)I was not involved with the original conversations, nor do I know if this was ever noted to [redacted] My understanding is that the agreement was to have the rear tires replaced at the customer's convenience, no timeline had been madeThe first time the customer had requested the tire replacement was in Sept of 2015, previous to this they had spoke with service staff that is no longer employed at our dealership, so I can not speak for what had happened in that timeTo satisfy the original agreement, we ordered and installed the new rear tires on the tractor (Reference highlighted section on page in the attached copy of [redacted] 's warranty policy that explains tire coverage)It is explained that tires are covered from the original manufacturer and that warranty is for months, at this time the customer was in the 17th month of ownershipThe repair was done as our goodwill to the customer at Taylor Rental's expenseAs a result of the goodwill tire installation there is no warranty provided for the new tiresI have attached a copy of the customer signed work order where they agreed to these limitations.The glow plugs have been an issue in the past, and have been repaired under warranty on occasionsThe first three times that the glow plugs were replaced are in the beginning of 2015, we went to the customer's home for repairsThe service calls were not covered under [redacted] 's warranty, (Reference highlighted section onpage of [redacted] 's warranty policy line's D and E) but Taylor Rental covered the expenseas a goodwill, at no charge to customerIt is apparent that the tractor was not being started correctly when it is cold thus causing the glow plugs to fail(Reference highlighted section of [redacted] 's warranty on page )We explained the correct procedure to the customer and told him that installing a block heater would prevent the starting issues during cold temperaturesHe declined having one installed on multiple occasions and continues to start the tractor improperly in extreme cold temperatures causing failure of the glow plugsAfter speaking with technical service at [redacted] it was explained that this would be the last time glow plugs would be covered under the warranty due to the improper starting of the tractorWe have attached the customer signed work order agreeing that he understands the limitations of the warrantyAlso attached is a copy of the latest quote given to the customer for the block heater installation.As for the solenoid, the only issue in our service history is from the last time it was here (1/18/16)We found that solenoid harness was icing up, we had to thaw it, clean and put dielectric grease in itA solenoid has not been replaced on the tractorAgain you will find the notes on the attached signed customer work order, this was at no expense to the customer and covered under [redacted] 's warranty.The customer's battery tested bad and would not take or hold a chargeIt was replaced but this is not warranty as itis beyond the month coverage period(Reference attached [redacted] warranty policy highlighted on page where it states the warranty on the battery) The customer was called and made aware of the issue with the batteryand agreed to the charges for battery and installationAgain the notes are on the signed customer work order.Lastly, the customer complains of a $fee for the pick up of the tractorThe customer was made aware of the charge for this when the issues were originally noted and understood what the fee wasWe had an agreement topick up the tractor if we did not hear back from the customer and that is what we did(Reference page 3, line G of [redacted] ·s warranty policy it states that warranty does not cover transportation at this point of ownership)There were no complaints made to our dealership when the customer picked up the tractor on 1/22/or since the customer has has the tractor back in their possessionThe issue with the headlights had not been reported to us.but we would be happy to address any issues that may be under the warranty before it's expiration on 4/30/16.Best regards,Kahla [redacted] Service Manager, Taylor Rental

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Regards, [redacted] The [redacted] tech rep said that this is an ongoing issues and [redacted] will take care of this issues at no cost no matter if the warranty is up or not on April in spite of what Taylor rental says

Dear Complaint Handler,Customer originally noted the issue with the tractor not going into gear on 5/9/At that time we sent a tech out tothe customer's home to look at the issue,We had to order a new shifter lever and plastic casingWe have been back forth from the customer's home severaltimes and there were further issues that required the tractor to come here for repairs.The tractor was picked up and brought to our facility, the rest of the parts needed were ordered and installedThecustomer was made aware of what was going on and came here several times to get status update on the machine.Tractor was delivered back to the customer on 6/6/and there have been no further reports of issues with it at thistime.Best regards,Kahla F [redacted] Service Manager, Taylor Rental

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 and the matter has been resolved
Sincerely,
*** ***

On March 15th our *** certified technician went to the customers home with ***'s service manager and installed a block heater at no charge to the customerThis is a goodwill installation from*** to satisfy the customer's complaint of the tractor not starting in cold weatherWe also looked atthe headlights that the customer stated were not working on the original letter to the Revdex.comThere was not any issue with the headlights, they were working as designed.We have a glow timer on order for the customer, the issue was found by our technician when installing the block heater on the tractorThe service call and installation of this part will be covered under warranty,customer will not pay for anything out of pocket.After this repair is completed the customer will have a fully functioning tractor that has no issuesBoth Taylor Rental and *** have went above and beyond to satisfy the customer on multiple occasions.We do not see need for any further action to be taken at this time.Again, if any warranty issues arise we would be happy to address them before it's expiration on 4/30/16.Please note that the customer will continue to have a power train warranty that is good until 4/30/or 3000hoursA copy of ***'s policies and specific coverage can be seen with the attached documentation sent with our original response on March 7th,2016.If you have any questions or concerns regarding this please do not hesitate to contact us.Best regards,Kahla *** Service Manager, Taylor Rental

Dear [redacted],Thank you for contacting our Budget Truck Executive Office by way of your local Revdex.com. We do appreciate you taking the time to bring your attempted rental experience to our attention; reports such as yours are most appreciated, since they help us target and...

correct areas of our service which might be improved.“A reservation only guarantees the rate once confirmed with a credit card deposit, and shows a customer’s preferences for a pick-up location, drop-off location, time of rental, and date of rental and equipment type. Our customers control our inventory; sometimes, however, a previous renter’s plans change for myriad reasons and that causes a delay in returning the truck. When this occurs, it impacts the truck availability for others. All truck rental companies face this same situation. BTR does make every attempt to have the confirmed truck available when where each customer has reserved it, and our Inventory Team do their best to match your needs and accommodate your specific request. Unfortunately, on occasion, this is not possible.We recognize that you were caused an inconvenience. In the spirit of customer service and because we were unable to rectify the situation, we would like to offer you the differences if you had to rent with an competitor. Please provide us with a copy of your receipt; you can fax it to ###-###-#### or via Email us at btr-[redacted], so we may proceed with your refund no later than September 30, 2016. The reimbursement would be the base rate of the truck only, not including accessories, optional coverage’s or taxes. Once again, we apologize for your inconveniences and were waiting your response.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Regards,[redacted] The [redacted] tech rep said that this is an ongoing issues and [redacted] will take care of this issues at no cost no matter if the warranty is up or not  on April 30 2016. in spite of  what Taylor rental says.

Good Morning,We have come to a resolution with Mr. [redacted]. We replaced his chain at no charge and did not charge him labor for his saw repair. Let me know if we need to do anything additional to have this matter removed from our review online. [redacted]BookkeeperTaylor Rental Center6...

Commercial StreetBiddeford, ME 04005###-###-####

We have went above and beyond the normal service guidelines that [redacted] sets as part of the warranty agreement for dealer responsibility. Taylor Rental has also covered items out of our pocket as a service of good will to satisfy the customer on multiple occasions since the date of purchase.We...

have listed a timeline of events in response to the customer's complaint about our service.First I would like to mention that the date of purchase of this machine is 4/30/14, not 12/31/14. The first issue was noted on 1/20/16. All copies of [redacted] claim documents have been attached.The tires are a verbal agreement the customer and our sales person had at the time of sale (4 /30/14 ). I was not involved with the original conversations, nor do I know if this was ever noted to [redacted]. My understanding is that the agreement was to have the rear tires replaced at the customer's convenience, no timeline had been made. The first time the customer had requested the tire replacement was in Sept of 2015, previous to this they had spoke with service staff that is no longer employed at our dealership, so I can not speak for what had happened in that time. To satisfy the original agreement, we ordered and installed the new rear tires on the tractor (Reference highlighted section on page 5 in the attached copy of [redacted]'s warranty policy that explains tire coverage). It is explained that tires are covered from the original manufacturer and that warranty is for 12 months, at this time the customer was in the 17th month of ownership. The repair was done as our goodwill to the customer at Taylor Rental's expense. As a result of the goodwill tire installation there is no warranty provided for the new tires. I have attached a copy of the customer signed work order where they agreed to these limitations.The glow plugs have been an issue in the past, and have been repaired under warranty on 4 occasions. The first three times that the glow plugs were replaced are in the beginning of 2015, we went to the customer's home for repairs. The service calls were not covered under [redacted]'s warranty, (Reference highlighted section onpage 3 of [redacted]'s warranty policy line's D and E) but Taylor Rental covered the expense. as a goodwill, at no charge to customer. It is apparent that the tractor was not being started correctly when it is cold thus causing the glow plugs to fail. (Reference highlighted section of [redacted]'s warranty on page 4 ). We explained the correct procedure to the customer and told him that installing a block heater would prevent the starting issues during cold temperatures. He declined having one installed on multiple occasions and continues to start the tractor improperly in extreme cold temperatures causing failure of the glow plugs. After speaking with technical service at [redacted] it was explained that this would be the last time glow plugs would be covered under the warranty due to the improper starting of the tractor. We have attached the customer signed work order agreeing that he understands the limitations of the warranty. Also attached is a copy of the latest quote given to the customer for the block heater installation.As for the solenoid, the only issue in our service history is from the last time it was here (1/18/16). We found that solenoid harness was icing up, we had to thaw it, clean and put dielectric grease in it. A solenoid has not been replaced on the tractor. Again you will find the notes on the attached signed customer work order, this was at no expense to the customer and covered under [redacted]'s warranty.The customer's battery tested bad and would not take or hold a charge. It was replaced but this is not warranty as itis beyond the 12 month coverage period. (Reference attached [redacted] warranty policy highlighted on page 5 where it states the warranty on the battery) The customer was called and made aware of the issue with the batteryand agreed to the charges for battery and installation. Again the notes are on the signed customer work order.Lastly, the customer complains of a $50 fee for the pick up of the tractor. The customer was made aware of the charge for this when the issues were originally noted and understood what the fee was. We had an agreement topick up the tractor if we did not hear back from the customer and that is what we did. (Reference page 3, line G of[redacted]·s warranty policy it states that warranty does not cover transportation at this point of ownership)There were no complaints made to our dealership when the customer picked up the tractor on 1/22/16 or since the customer has has the tractor back in their possession. The issue with the headlights had not been reported to us.but we would be happy to address any issues that may be under the warranty before it's expiration on 4/30/16.Best regards,Kahla [redacted] Service Manager, Taylor Rental

Dear Complaint Handler,Customer originally noted the issue with the tractor not going into gear on 5/9/16. At that time we sent a tech out tothe customer's home to look at the issue,We had to order a new shifter lever and plastic casing. We have been back forth from the customer's home severaltimes...

and there were further issues that required the tractor to come here for repairs.The tractor was picked up and brought to our facility, the rest of the parts needed were ordered and installed. Thecustomer was made aware of what was going on and came here several times to get status update on the machine.Tractor was delivered back to the customer on 6/6/16 and there have been no further reports of issues with it at thistime.Best regards,Kahla F[redacted]Service Manager, Taylor Rental