United Rentals, Inc.

June 22, 2017Revdex.com100 Bryant Woods SouthAmherst, NY 14228Attn: [redacted]Re: Complaint# [redacted] v. United Rentals, In c.Dear Ms. [redacted]We are in receipt of your notice of the above referenced Customer complaint regarding [redacted]. We at United...

Rentals take Customer complaints very seriously. I was not personally aware of the issue with this Customer until receiving your notice dated 5/31/17.Upon receipt of the notice, I immediately phoned the Customer to resolve the situation. In addition, I did not properly notice on your letter that a response to the Revdex.com was required- nor did I receive any email correspondence from the Revdex.com as indicated.The Customer's complaint centers on several incorrect facts. The Customer claims the unit was 'delivered with a broken clutch, broken a-arm, bent frame, electrical issues, four days late, and with 6 additional hours on the unit vs. the hours showing on the sale agreement' . None of these claims are true- other than the 6 extra hours on the unit- which is 100% inconsequential. The unit was purchased sight-unseen by the Customer- even though the Customer was given every opportunity to inspect and test the unit at our Williamsville, NY prior to purchasing. In addition, the unit was purchased used and as-is with no warranty expressed or implied. Upon delivery of the unit- which was delivered to Crogan, NY for no extra charge at the expense of United Rentals- the Customer did note on the paperwork that the emergency brake was not working properly, the engine was running rough, and the unit had no reverse in 4WD. None of the other claims made by the Customer above were noted. Although we are notstating that all of these issues/claims were accurate, we did agree to allow the Customer to bring the unit to our closest service center (Watertown, NY} to have these issues investigated and resolved. The Customer declined this offer. This offer was then made several additional times in the future, which were also all declined. Our Watertown, NY Operations Manager also offered to have a mechanic come out to the Customer's site to inspect I repair the unit but the Customer declined this offer- stating he could not stop using it long enough to allow the service technician to repair it and it was at a very inaccessible location. During my personal conversation with the Customer on 6/5/17 (same day I received the initial complaint from the Revdex.com), I again offered to pickup the unit (the Customer declined). I offered to allow him to bring the unit into our Watertown facility and again the Customer declined. I even offered to reimburse the Customer for some of the repairs he allegedly completed on the unit himself and asked for him to email copies of receipts. I never received anything. I have not heard from the Customer since that conversation. At this point, our position is we have gone over and above to assist the Customer in rectifying any issues he may have had. His complaints are not all valid and the ones that had any possib le truth to them are either inconsequential or were unable to be verified as the Customer was not at all receptive to working with us on a solution. The unit was purchased at a heavily discounted price as part of a day-long special spring sale that we conducted. It was 5 years old at the time of purchase and was never represented as something more than it was. It was purchased sight unseen with no warranty expressed or implied. It was trucked and delivered for free to the Customer. There is nothing further we could have- or should have done to rectify this situation and we are rescinding our offer to reimburse the Customer for some of his alleged repairs. We are closing our files on this matter. If I can be of any further assistance, or can answer any further questions, please do not hesitate to contact me at [redacted] or [redacted]Sincerely,Kevin T[redacted]General ManagerBuffalo / Rochester / Jamestown, NY

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.  The words "good operating order" were written in the sale contract implying all the gears would work and that it would go into reverse. The price of the unit and the delivery shall have no bearing on the operational condition of the machine. The company is still holding the tax money even though a tax exemption was faced in the day of the sale. Kevin was aggressive and condensending in his offer to pick up the machine and first offered I come get a trailer to haul back to them with a two week wait time to have the repairs done. I will accept a refund of 2,500 to my Visa card and will not purusue the matter further   Regards,
[redacted]