Total Rental Inc

Review: see Attached documentDesired Settlement: see Attached document

Business

Response:

This letter is in regards to Mr. [redacted] complaint of a chainsaw. I would like to first mention that the employee who helped Mr. [redacted] has been with this company for almost 5 years. We have a process that is done every contract that allows the customer to know if there is a problem to call, and how to use the equipment. On Mr. [redacted]'s signed contract you will see a big box on the bottom that states "RENTER MUST CALL WITHIN 30 MINUTES OF EQUIPMENT FAILURE." There was nothing wrong with the saw that Mr. [redacted] rented. He was fully explained the equipment before he left, and being able to operate a 35 ft. boomlift should prove that. He metioned he did not want the boomlift to sit idle - it is battery operated and only takes a minute to make a call if there is a problem with a piece of equipment. It was an electric chainsaw that was plugged in upon Mr. [redacted] return and cut a log we keep in the back to test our saws with. We can not control the fact customers do not always listen to our directions or instructions. If Mr. [redacted] never pulled the safety break on the saw, that is out of our control because he was explained the saw. We are a family owned business who has been operating for over 25 years. If we were in the business of ripping people off we would not still have our doors open.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9535900, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Business

Response:

This letter is in regards to Mr. [redacted]'s complaint. I find this very offensive the accusations Mr. [redacted]'s is making. First off, every customer provides an ID upon renting anything. This is for THEIR OWN protection as well as ours. Anyone knowing Mr. [redacted]'s (or any of our customers )address and phone phone number could rent under someone elses name. Our customers simply provide an ID for us to SCAN in our system to provide a picture with the account. My dentist and my doctor have my picture attached to my accout! We are not our of line in anyway by protecting our customers. We NEVER keep the drivers license. Now Mr. [redacted]'s wants to slander us for protecting our customers! Second off, Mr. [redacted]s had no problem running the lift. The lift consist of many buttons, keys, etc. It would be IMPOSSIBLE to operate if not explained how to use it. Our customers are FULLY explained how to operate the equipment they are renting. Third, why is Mr. [redacted]'s renting our chainsaw when he has one of his own (that he states did the job)? As on the contract Mr. [redacted]'s signed it clearly states "RENTER MUST CALL WITHIN 30 MINUTES OF EQUIPMENT FAILURE". Mr. [redacted]'s stated there was 3 of them working. There was one chainsaw and one boomlift (which only holds 440 pounds) and is operated in a basket. Out of the 3 not one of them could pick up the phone if they had problems. We do not refund for working equipment. Our policy is to leave an imprint of a credit card at time of rental. If that is not provided and they are using a check they leave the amount open until returning the equipment. Mr. [redacted]'s thinks he can leave here with $19,500 worth of equipment without a deposit? Many companies require a credit check before even renting to customers. As I stated before we have been in business for over 20 years. If we were "petty and had bad business practice" we would NOT be in business. I would appreciated Mr. [redacted]'s to stop these false accusations, except the fact of the signed contract, and understand how a professional business operates. I feel much of my valuable time has been used up on this situation and would appreciate the real facts to be seen and this case closed. Thank you!