Initial Business Response /* (1000, 5, 2015/05/15) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted].us
Residential Commercial Insulation, Inc. did order 2 lifts from us. They were quoted our normal rental rates, delivery and pickup...
charges,insurance, and misc. charges. Our rates were $150.00 per lift, delivery and pickup of $95 for each per lift, plus epa fee, fuel surcharge fee, and insurance per lift.
One of there employee's came to our office to discuss the rental. It was discussed that the lifts could be left outside at delivery and they would move them in. We received a call after delivery outside and somehow these instructions changed to wanting us to put them inside so we went back at our own cost and moved them inside.
The cost for the 2 lifts was $795.30 which we ran the credit card for by thier signed permission and because this was the only way we would rent to them because of past experiences. Why now they believe the charges should have been only $600 does not even make sense. The $795.30 would have been the only cost if they would have moved the machines outside where we intially dropped them but they did not and they were blocked in as the 2 exits that are being talked about were all mud and our truck would have gotten stuck. The only way we could get them out was to lift them over the wall with a telehandler.
To minimize the extra costs credit was given for a pickup and deliver charge plus insurance charges.
The additional cost to us was $406.60 and of this $161.28 was charged on thier card per the person authorized to do so's permission with Us over the phone. This is when it was also said they would contact the Revdex.com.
This is the second time we have tried to do business with this company and they always seem to have problems about paying their invoices and demanding concessions.
There will be no more credits and we will no longer do business with them.
OFFER:
None!
Initial Consumer Rebuttal /* (3000, 7, 2015/05/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Our superintendent went to their facility only to pay for the rental. The rental arrangements were already secured prior to his arrival. Kropp failed to inform us while making these arrangements that the $95 delivery fee was for each machine to and from. We simply assumed there would be an additional $95 for the pick up of both. At the end of the arrangement conversation with their sales rep, full cost was ball parked at $500 to $600 for the days rental and confirmed by their rep. Our superintendent told them they could drop the lifts outside the building after the site opened at 7am, not off the project site where they did drop them. That is why they were requested to come back and move them inside the fenced in project.
As for the mud at the other accesses, there were ramps and coverings placed over the mud by the general contractor so the accesses were usable for all trades working there. No other trades had difficulty using these accesses.
Had they arrived as promised on Wednesday 05/06/15 between the hours of 10am & noon to pick the lifts up, our crews made themselves available to bring the lifts outside the building for loading. Our Superintendent contacted Kropp on Wednesday, 05/06/15 when they failed to arrive as scheduled and was informed by Kropp they would be there that afternoon to pick them up. They never arrived. Our crews were available to bring the lifts out of the building through Friday 05/08/15 at noon before the glass wall had been erected. Kropp never arrived. The lifts were left inside the building to prevent damage or theft of their equipment. Kropp arrived to pick up a week later without notifying us that there was a delay in pick up. Instead, of using the accesses provided, they took it upon themselves to use a telehandler to lift the equipment over a glass wall, jeopardizing it's safety.
Regarding our past experience with Kropp, the credits issued previously on our account were not issued by our demand, but by their observation of a billing error. The bills were paid to them as we received progress payments on the project. They were acceptable of these terms. Yes, payment was delayed, but made in full per agreement of both parties. Had we any issues with their service, we certainly would not have called to use their service again.
It was recommended by other trades on this project not to use Kropp Equipment because of their reputation but to use another supplier. We should have heeded their warnings. It is obvious that we will not receive a refund from this company for their overcharges and negligence. We will however make it our mission to keep the public informed of our dealings with them to insure no other consumer will face this type of theft.
Final Business Response /* (4000, 9, 2015/05/19) */
Contact Name and Title: [redacted]
This customer had rented from us before so therefore knew the fees for delivery and pick up are charged on each machine not just one amount for both. As is stated in the response, rental would be around 500 to 600. The total invoices were $600.95 for each less the credits issued of $122.66 on each making the rentals only 478.29 each. This is even less than what they say was confirmed.
There was no promised pick up time and they never stated or called to make it a priority to pick them up at a certain time or day. We also would not have sent someone in the afternoon as that would have put our drivers on overtime and we would have charged Residential Commercial Insulation for the overtime pick up.
If the ramps were there evidently they would not accomadate our units or we would have used them. The only safe way without getting stuck or taking the chance to damage our units or the wall was to bring a telehandler and lift them out.
The previous time we tried to work with this company we almost had to file a lien to get payment of invoices and it had nothing to do with progress payments.
We will make it our mission to inform the public that obtaining payment without problems with this company is standard practice. This is the second time we have tried to work with them and it has turned into them throwing out threats and just to try to get out of paying what they owe.
I will no longer respond to this issue as it is done as far as I am concerned.
Thank you for trying to resolve this but I am sure nothing will do that based on what has been said by Residential Commercial Insulation as they will always want something for nothing.
OFFER:
Final Consumer Response /* (4200, 11, 2015/05/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate your efforts to help resolve this issue. We found it quite entertaining to see Kropp's version of events keep changing with each response. We now completely understand why local trades do not support their business and encouraged us to find service elsewhere. It is unfortunately apparent that Kropp Equipment will be allowed to continue to lie and steal from consumers.
Initial Business Response /* (1000, 5, 2015/05/15) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted].us
Residential Commercial Insulation, Inc. did order 2 lifts from us. They were quoted our normal rental rates, delivery and pickup...
charges,insurance, and misc. charges. Our rates were $150.00 per lift, delivery and pickup of $95 for each per lift, plus epa fee, fuel surcharge fee, and insurance per lift.
One of there employee's came to our office to discuss the rental. It was discussed that the lifts could be left outside at delivery and they would move them in. We received a call after delivery outside and somehow these instructions changed to wanting us to put them inside so we went back at our own cost and moved them inside.
The cost for the 2 lifts was $795.30 which we ran the credit card for by thier signed permission and because this was the only way we would rent to them because of past experiences. Why now they believe the charges should have been only $600 does not even make sense. The $795.30 would have been the only cost if they would have moved the machines outside where we intially dropped them but they did not and they were blocked in as the 2 exits that are being talked about were all mud and our truck would have gotten stuck. The only way we could get them out was to lift them over the wall with a telehandler.
To minimize the extra costs credit was given for a pickup and deliver charge plus insurance charges.
The additional cost to us was $406.60 and of this $161.28 was charged on thier card per the person authorized to do so's permission with Us over the phone. This is when it was also said they would contact the Revdex.com.
This is the second time we have tried to do business with this company and they always seem to have problems about paying their invoices and demanding concessions.
There will be no more credits and we will no longer do business with them.
OFFER:
None!
Initial Consumer Rebuttal /* (3000, 7, 2015/05/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Our superintendent went to their facility only to pay for the rental. The rental arrangements were already secured prior to his arrival. Kropp failed to inform us while making these arrangements that the $95 delivery fee was for each machine to and from. We simply assumed there would be an additional $95 for the pick up of both. At the end of the arrangement conversation with their sales rep, full cost was ball parked at $500 to $600 for the days rental and confirmed by their rep. Our superintendent told them they could drop the lifts outside the building after the site opened at 7am, not off the project site where they did drop them. That is why they were requested to come back and move them inside the fenced in project.
As for the mud at the other accesses, there were ramps and coverings placed over the mud by the general contractor so the accesses were usable for all trades working there. No other trades had difficulty using these accesses.
Had they arrived as promised on Wednesday 05/06/15 between the hours of 10am & noon to pick the lifts up, our crews made themselves available to bring the lifts outside the building for loading. Our Superintendent contacted Kropp on Wednesday, 05/06/15 when they failed to arrive as scheduled and was informed by Kropp they would be there that afternoon to pick them up. They never arrived. Our crews were available to bring the lifts out of the building through Friday 05/08/15 at noon before the glass wall had been erected. Kropp never arrived. The lifts were left inside the building to prevent damage or theft of their equipment. Kropp arrived to pick up a week later without notifying us that there was a delay in pick up. Instead, of using the accesses provided, they took it upon themselves to use a telehandler to lift the equipment over a glass wall, jeopardizing it's safety.
Regarding our past experience with Kropp, the credits issued previously on our account were not issued by our demand, but by their observation of a billing error. The bills were paid to them as we received progress payments on the project. They were acceptable of these terms. Yes, payment was delayed, but made in full per agreement of both parties. Had we any issues with their service, we certainly would not have called to use their service again.
It was recommended by other trades on this project not to use Kropp Equipment because of their reputation but to use another supplier. We should have heeded their warnings. It is obvious that we will not receive a refund from this company for their overcharges and negligence. We will however make it our mission to keep the public informed of our dealings with them to insure no other consumer will face this type of theft.
Final Business Response /* (4000, 9, 2015/05/19) */
Contact Name and Title: [redacted]
This customer had rented from us before so therefore knew the fees for delivery and pick up are charged on each machine not just one amount for both. As is stated in the response, rental would be around 500 to 600. The total invoices were $600.95 for each less the credits issued of $122.66 on each making the rentals only 478.29 each. This is even less than what they say was confirmed.
There was no promised pick up time and they never stated or called to make it a priority to pick them up at a certain time or day. We also would not have sent someone in the afternoon as that would have put our drivers on overtime and we would have charged Residential Commercial Insulation for the overtime pick up.
If the ramps were there evidently they would not accomadate our units or we would have used them. The only safe way without getting stuck or taking the chance to damage our units or the wall was to bring a telehandler and lift them out.
The previous time we tried to work with this company we almost had to file a lien to get payment of invoices and it had nothing to do with progress payments.
We will make it our mission to inform the public that obtaining payment without problems with this company is standard practice. This is the second time we have tried to work with them and it has turned into them throwing out threats and just to try to get out of paying what they owe.
I will no longer respond to this issue as it is done as far as I am concerned.
Thank you for trying to resolve this but I am sure nothing will do that based on what has been said by Residential Commercial Insulation as they will always want something for nothing.
OFFER:
Final Consumer Response /* (4200, 11, 2015/05/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate your efforts to help resolve this issue. We found it quite entertaining to see Kropp's version of events keep changing with each response. We now completely understand why local trades do not support their business and encouraged us to find service elsewhere. It is unfortunately apparent that Kropp Equipment will be allowed to continue to lie and steal from consumers.