To whom it may concern, This response is in reference to the complaint ID number [redacted] In the rental industry, there are many instances where we deal with customers reserving product for a relative, friend or an acquaintance to pick up. And when the relative, friend or...
acquaintance comes in to pick up the equipment, we ask that they verify the information from the reservation (ie. reserving customers name and/or reservation number) to show proof that they know about the appropriate reservation for pick up. This was exactly what happened in this case. A reservation was completed online, and when pick up time came around a customer came in. This customer knew not only the name on the reservation, but also the reservation number AND the fact that the online quick check in service was used to make the check out easier. So from what we gathered, this customer had known about this reservation from the reserving party. Due to this complaint, we are retraining all representatives to go even further to ensure that the picking up party is actually associated with the reserving party going forward, especially if there name differs from the reserving party. Being that our location is just a representative for the rental company, when the complaint was put in to us, we had to forward it to the rental company's corporate division to gain a resolution. We were told by them to no longer have contact with the complaint customer as they will handle the complaint and gain the resolution going forward. For the resolution, the rental company gave the customer a refund and took the name off of our "E-Alert" program and can rent from our rental company again going forward. We do ask that the affected reserving customer that placed the reservation and placed the complaint look into stronger security protection for their devices. This is due to the rental company's tech division that looked into this complaint found that the information was hacked by someone from a source outside of the rental company's or licensed dealers' devices. We do apologize that you were affected by this situation, and as previously stated are trying to add in extra measures through training going forward to prevent situations like this do not happen again. If you need anymore information regarding this complaint number, please email me back or call the office at the contact information below. Thanks and have a great day.
To whom it may concern, This response is in reference to the complaint ID number [redacted] In the rental industry, there are many instances where we deal with customers reserving product for a relative, friend or an acquaintance to pick up. And when the relative, friend or...
acquaintance comes in to pick up the equipment, we ask that they verify the information from the reservation (ie. reserving customers name and/or reservation number) to show proof that they know about the appropriate reservation for pick up. This was exactly what happened in this case. A reservation was completed online, and when pick up time came around a customer came in. This customer knew not only the name on the reservation, but also the reservation number AND the fact that the online quick check in service was used to make the check out easier. So from what we gathered, this customer had known about this reservation from the reserving party. Due to this complaint, we are retraining all representatives to go even further to ensure that the picking up party is actually associated with the reserving party going forward, especially if there name differs from the reserving party. Being that our location is just a representative for the rental company, when the complaint was put in to us, we had to forward it to the rental company's corporate division to gain a resolution. We were told by them to no longer have contact with the complaint customer as they will handle the complaint and gain the resolution going forward. For the resolution, the rental company gave the customer a refund and took the name off of our "E-Alert" program and can rent from our rental company again going forward. We do ask that the affected reserving customer that placed the reservation and placed the complaint look into stronger security protection for their devices. This is due to the rental company's tech division that looked into this complaint found that the information was hacked by someone from a source outside of the rental company's or licensed dealers' devices. We do apologize that you were affected by this situation, and as previously stated are trying to add in extra measures through training going forward to prevent situations like this do not happen again. If you need anymore information regarding this complaint number, please email me back or call the office at the contact information below. Thanks and have a great day.
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The situation was transferred to a manager. The complainant made the mistake on the check date. We sent it back to him yesterday.