Complaints

• Initial Complaint

  06/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Rented a stump grinder, after four hours of use one of the tracks came off. I was on flat, dry ground. I did not abuse the equipment. I called Art’s and told them the track came off. They said they would send their mechanic to reinstall the track. They also told me that if I had caused the track to come off, I would be charged. I stated that I had done nothing to cause the track to come off. They charged me $100.00 for putting the track back on. There was no damage to the track or the machine. They couldn’t and didn’t provide any proof of what I had done to cause the track to come off. The mechanic reinstalled the track in about fifteen minutes. He knew exactly what to do. I asked him if the tracks came off frequently. He said the calls for this equipment were for hydraulics or the tread coming off.

  Business response

  07/06/2023

  *** **** ********* rented a stump grinder on Wednesday 6/28/23 at 4:15pm. On Thursday 6/29/23 at 1:48pm Andy called and spoke with the store manager Timmy and stated that the track had come off of the machine. Timmy explained that he could send someone out there to put the track back on but it would cost $300 for labor due to the 1 hour and 40 minute drive time along with 20 - 30 minutes to place the track back on. The customer agreed to have the mechanic come out to place the track back on the machine. The mechanic arrived to replace the track on 6/29/23 shortly after 4pm. Timmy granted the customer an extra full day rental for free to finish his work with the machine. (Total value $420.00). The customer then returned the machine on Friday 6/30/23 at 7:04am. The customer then complained to Timmy that he shouldn't be charged the $300 and so Timmy stated that he would take half instead ($150) to meet him in the middle. The custmer was still not happy so Timmy offered to just drop it down to keeping the customer's $100 deposit in order to work with him. The customer was still unhappy with that arrangement so Timmy offered to not charge him this time for the replacement but informed him that the next time it happens he will be charged. The customer then stated no he didn't need the $100 back, he understand the mechanic's time is worth something and refused his $100 deposit. In the end the customer was only charged a 1 day rental for 2 days of use and $100 deposit for labor. The manager Tim had tried negotiating with the customer many times, the negotiating concluded in Art's Rental keeping the $100 deposit for labor instead of the $300 owed and the customer receiving a whole free day rental ($420 value). Therefore, this arrangement was already negotiated and settled. 

  Customer response

  07/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  **** *********
  

• Initial Complaint

  05/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Rented an excavator for one day for $614. Track came off the excavator in the first 2 hours of rental. Art's brought a replacement excavator several days later. They charged me $1600 to repair the excavator without my consent. They stole the money out of my account with the debit card they had on file. The replacment excavator was out of addjustment on it's tracks so I assume the first one was also. I never agreed to pay for any damages and they never suggested that the machine wqas not insured. In fact they never asked if I wanted to purchase insurance. While removing the broken machine they made a huge mess on my neigbors property and have never made any attempt to fix the damage. Don Ryan is the contact who stole the money from my account. there was other damage to the excavator which musty have occurred when their people extracted the excavator. They charged me for that damage also.

  Business response

  05/10/2023

  Original unit ****** ****** **** was delivered around noon on Saturday 04/08/2023. Customer called and left a voicemail on Sunday 04/09/2023 at 8am stating that a track had come off / was broken. (Sunday Art's Rental is not open for business.) On Monday 04/10/2023 two employees went to check on the broken track and replace the machine. Upon arrival it was discovered that the original unit J-1616 was submerged in a creek past the tracks up to the frame. It took Art's Rental employees 10 hours to recover the unit. They then left another uni* ****** with the customer. On 04/12/2023 the customer called the 2nd unit (******) off rent and Art's used Smith's towing to go pick up the unit. When Smith's towing arrived, they could not find the unit and after speaking to the customer they were told that he needed a few more hours because it was stuck, therefore Smith's towing left without the unit. Art's Rental went back out on 04/19/2023 to pick up the 2nd unit (******) which was heavily covered in mud. Our store manager (Don Ryan) worked with the customer extensively throughout this process regarding the cost of rental & damage. Ultimately the customer was charged $1,582.65 which included the rental for additional machine, replacement charge for broken track (prorated for wear), labor to clean the machine & replace the track, delivery & pickup, and fuel (16 gallons) for the machine + tax. Our rental contract clearly states that the customer is responsible for damages and will be charged accordingly. 

• Initial Complaint

  01/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Rented a sink auger on Wednesday so my son could run the drain on Thursday when we went to use it on Thursday the auger cable was tangled up in the drum so he was unable to use it. Contacted arts talked to Ian on Thursday about one o'clock when I found we could not use it, and was told I could go to ******* and switch it with another one and I would not be charged for the day I could not use it. Went to ******* got the new auger from Jeff told him I was not supposed to be charged for the previous day he said no problem he knew that and would take care of the paperwork. Got the other auger brought it home used it for 2 days although I was told I would not be charged but one day And I'm being charged for the 1st auger wich could not be used because it did not work it was non functional. I am totally disabled and my son was coming to use it for me. When talking to the employees since then I have been told since I had it even though it was broke I kept it overnight which is correct but I did not know it was non functional until my son tried to use it, I could not use it because I am disabled and when my son tried to use it I immediately contacted them and told them what the problem was. At that time I talked to Ian and he told me to take it to ******* and that I would not be charged for that day yet I'm being charged for all 3 days. It's not like it will break my bank but it's the fact that I was lied to repeatedly. I think it's pretty poor when employees can lie to customers and nothing is done about it. As I said it's not like it's going to break the bank but honesty I thought was the better part of business. The total cost is only 70$ but it is the principal of the thing.

  Business response

  01/30/2023

  As the customer states in their complaint, the auger was rented on a Wednesday at 2:45PM. Customer called 23 hours later, on Thursday at 1PM, complaining of issues with the auger. The original unit was replaced with a different unit by customer on Thursday at 2PM. The replacement unit was returned on Saturday at 2:45PM. Equipment rentals are charged based on the time the asset is out on rent and in the customer’s possession, not based on the time the equipment is being used. The first unit was in the customer’s possession for 24 hours and the second replacement unit was in the customer’s possession for 48 hours. We do understand the customer experienced hardship with the first unit they received. In compensation for this hardship, we will credit a day of rental to the customer’s original method of payment for a total of $24.38.

  Customer response

  02/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********** ******
  

• Initial Complaint

  11/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The week of October 2nd I rented a Bobcat from Arts rentals. Friday morning one of the tires came off the rim of the bobcat. They sent a tech to repair, which he did. A week later I get a call asking me how I wanted to pay for the flat tire the bobcat had while in my use. I explained that the tire was not flat but had come completely off. The contract states customer responsible for FLAT tires not tires coming off and I had no intention of paying as according to the tech the tire was faulty and had a bad bead. I explained that as far as I was concerned our contract wad satisfied and over. One month later I received a bill for FLAT TIRE repair at $575. According to Art's, the tire MUST have been flat to come off that that is the ONLY way it would have happened. I specifically inspected the tire for damage and asked the tech if it could have been flat and I just didn't notice, to which he responded, no Arts put a crappy tire on and he saw it all the time. Then showed me the bad bead and said it should have never been placed on the bobcat. The man at Arts, who was not there and never saw the tire told me I was wrong and that I misunderstood the tech. I would like for them to stop billing.me for a repair that was not my responsibility per the contract.

  Business response

  12/01/2022

  Mr. ***** we're sorry to hear that you have a complaint regarding your recent rental with Art's Rental Equipment. We have reviewed your complaint and determined the following. You recevied the unit on the morning of Saturday October 1st and ran the unit for 7 days before calling on Friday October 7th at 12:50pm stating that the tire came off the rim. A tire repair man was sent to the your jobsite on October 7th to repair the tire. After reviewing the maintenance record for this unit it was discovered that all four tires had been replaced with brand new tires within the last 3 months and the pre-rental pictures clearly show that all four tires look in brand new condition at the time of rental. With this information the charges for the tire repair will stand as they currently are under your account, however we will stop actively trying to collect the repair bill in the amount of $571.51 from you. Thank you. 

  Customer response

  12/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ****** *****
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩