Complaints

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• Initial Complaint

  Date:08/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a plate compactor from BV Equipment Rental on 7/30/22. It worked for about 5 minutes and then would not start again. They were closed over the weekend, so I called them on 8/1/22 at 8:48am, within an hour of their 8am opening time, to let them know the machine did not work and to see what my options were. ****, one of the employees, was very short and argumentative. I immediately took the machine their location. **** attempted to start the machine and could not. He went inside and came out to tell me that I did not contact them in a timely manner and refused to refund me my money ($89.54) for an inoperative machine. Again, they were closed over the weekend so there was no one to call, and I contacted them within an hour of their opening.

  Business Response

  Date: 08/09/2022

  Hi Aja'Dae,

   

  Please see below for my response to the customer's complaint as well as the attached signed contract from the customer that shows the terms and conditions that stipulate that unless we are notified immediately of equipment failure Customer may be charged for all time out.  Please let me know if there's anything else I need to do.

   

  Thank you,

  ********

   

  Response:

   

  The customer rented the plate compactor at ******* on Saturday July 30, 2022.  The machine started normally at the shop.  We close at noon on Saturdays but always tell customers to call with any issues.  We check our messages over the weekend and do respond to cases of equipment failure even when we are closed.  We opened at 7:30am on Monday, the customer was due to return the machine at ****** on Monday August 1, 2022 for his one day rental over the weekend.  We did not receive any notification of any issues until Monday at 8:49am, 49 minutes after the machine should have been returned and over an hour after opening.  On the phone the customer was very difficult to deal with and nearly refused to go to the machine to try and trouble shoot the issue over the phone.  Our method of resolving equipment failure is to check proper operations over the phone as much as possible, if that fails we try to replace the machine with another if available.  Unfortunately the issue could not be resolved over the phone.  The customer did not return the machine until ******.  The machine still would not start.  When asked why the customer didn't call when he had the issue he got upset and said he called this morning.  The customer was yelling and swearing and acting belligerently.  He never asked to swap machines so he could finish his job. We could have changed out machines over the weekend or swapped them on Monday to get the customer to finish his job.  However because the customer was belligerent and because we didn't get notification until well after the machine was supposed to be returned we exercised our right to not refund the machine per our terms and conditions.  Our terms and conditions on the back of the contract that he signed states: "EQUIPMENT FAILURE: In the event any of the Equipment fails to start, breaks, malfunctions, becomes unsafe or is in need of maintenance or repair, Customer agrees to immediately discontinue use, notify Dealer, and if directed to do so return the Equipment to the Dealer. [...] Failure to timely notify Dealer will result in Customer being charged for all Time Out." Additionally, after the customer left and we had time to address the machine he had, we drained the fuel out and replaced the fuel in the machine and it operated normally.  We ran the machine at our site for over 30 minutes without any issues.  Because the machine started properly here before it left, and it operated properly after draining fuel and putting new fuel in it, we are left with the conclusion that the customer used it, put bad fuel or improper fuel in it, and that is why it quit working.  We cannot be responsible when customers either put bad fuel or the incorrect fuel in a machine.

   

  *********** Tool & Equipment Rental

  ************

  30070 *******************

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