ComplaintsforNebo Rentals, LLC

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had rented an excavator from the rental company. When I was finished I parked the equipment and rolled the bucket out as to not fill with rain. The equipment was not moved again until the company representative came to pick it up. Later that evening I received a phone call from **** at Nebo rentals stating that I had broken the linkage bracket that connects the bucket to the boom. Had this bracket actually been broken when I parked the machine, I would not have been able to roll the bucket out. I checked cameras at my home and it clearly shows the bucket rolled back in on their trailer. When we requested proof, pictures of the damages, they responded that they indeed had pictures, but would file papers and see us in court and made no further effort to work out the issue. They also want us to pay $1876 to replace the part. Upon contacting the manufacturer of the part, I find that the part only costs $900. I feel that I am being scammed, not only in the cost, but the fact that I even broke the machine to begin with. I in theory believe that their driver may have broken the equipment in transport and the company is trying to pin it on me. The equipment they delivered to me was poorly maintained, drive tracks barely useable, and the bucket was loose to begin with, which I discounted due to it being a rental and knowing they brought it directly to me from another client.

  Business response

  07/30/2022

  The customer rented 2 machines for a 24 hr period in which they may incur 8 hrs of use each. After 8 hrs its a rate of $100 per hour over. The excavator in question was just serviced and as can be seen in the first 2 images attached, was in good condition when dropped off. Our drivers record the condition, hrs, and fuel level on delivery and pickup. When the driver arrived to pick up the excavator he noticed that the dozer blade pin of the excavator was bent up out of position as seen in one of the attached images circled in red. On pick-up, the driver also noticed that the weld from the buck to the h-arm on the same excavator was broken (images attached). Also, referring back to the rental agreement, the 2 machines showed approx 15 hrs of use each which is 7hrs over per machine. 7 hrs over for 2 machines is 1400$ in overage fees alone. The customer was contacted about the damages and overage fees wherein he expressed surprise then stated his friend had been running that machine so he could not attest how the damages occurred and could not afford to pay the amount at that time. A settlement offer was made by the shop to have the customer just to fix the damages incurred during their rental and the overage would be forgiven. The customer asked about a payment plan option and it was offered to take half now and half in a week in which the customer replied they would contact the shop later after they had some time to get things together. The customer never got back in contact but his wife did respond to say they werent paying anything and began to set her own retroactive standards on what it would take for the company to get reimbursement for the damages incurred. Our policy clearly states the customer is liable for damages incurred by the machine while rented to them. The machine is currently being repaired at the expense of the shop and the shop is also losing revenue with the machine being down. All repair receipts can be provided once completed.
  

  Customer response

  08/01/2022

   
  Complaint: 17588347
  
  I am rejecting this response because:

  At no time did the business notify me of overage charges, or a broken pin on the dozer blade. They only called to inquire as to how the damages occurred to the h-arm. At no time was a payment plan offered. At no time was I notified of starting hours, I signed no paperwork on delivery,  At no time was I offered a clear, concise explanation of the situation, other than "we'll see you in court". The company refused to provide evidence of the damage, and I don't even see the "attached" images in their response. These damages could have occurred upon transport back to their business. Unless they are able to provide me unaltered, photographic proof of that equipment sitting in my driveway broken, then I would say their employee may have broken the parts in question when chaining the equipment down to their trailer and is trying to pin it on me. Provide me proof, and I will pay.

  
  Sincerely,
  
  *************************

  Business response

  08/15/2022

  Apologies, I uploaded the images but I guess they didnt take the first time. Ive re-uploaded them in hope it works now. 
  

  The after photos are first and the before are last. Please note the image numbers at the top. 
  

  The equipment was fully function when it was dropped off and it was broken when it was picked up. The customer is responsible for damages incurred while using the machine. It was fully functional or it would not have incurred the overage hours that it did. It was not capable of basic operations when it was picked up due to the damages incurred during the rental. The machine could not have incurred the number of hours it did unless it was working properly during the incurred hours. It is not possible for the machine to do basic operations in the state it was returned. It was possible for the machine to do basic operations when it was delivered. Our policies are clearly stated on the signed billing statement and throughout the shop. If you are in need of translations please let our customer service know and we will be happy to accommodate.

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