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Business Profile

Rental Service Stores & Yards

Merit Rentals Hardware & Equip

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Rental Service Stores & Yards.

Complaints

Customer Complaints Summary

  • 21 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/07/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    Terrible service! I ordered an engine from this company in November 2023 and get a call from Merit Hardware that the ****** is on back order and will be delivered in January at a 1700 plus 100 delivery price. January comes and goes so I inquire and he said he would look into it. Two more weeks go by without a response so I asked again when I will get my engine. He then tells me that the new 2024 SALE price is 2199.00 plus100 delivery. So since he forgot to place my order and ship my engine in 2023 I have to pay 500 dollars more… He ran my credit and I got approved so I’m not sure where or how this even happened other than poor business management skills. Now he has blocked me on FB so I can’t even communicate with him. This guy was very unprofessional and immature.

    Business Response

    Date: 02/21/2024

    Prices go up. He was still offered our sales price below retail price. By him saying im immature i will never sell him anything 

    Business Response

    Date: 02/29/2024

    Prices have gone up and unfortunately the customer doesn't want to pay.

  • Initial Complaint

    Date:01/03/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    My name is **** ******** and I have disabilities that
    prevent me from accomplishing everyday tasks. I was looking to purchase a side
    by side utility vehicle (UTV) to aid me in getting around and completing these
    tasks. On 9/13/2023 I called Jeff M****** of Merit Hardware & Equipment
    located at ** ********** ********* *********** ** ***** ********************.
    During this call I had inquired if he had UTVs, specifically the Bad Boy Bandit
    750cc, for sale. During this call Mr. M****** identified that the UTV was still
    available at his store and we set up a time to meet at the store address
    identified above. After test driving the vehicle we opted to purchase the UTV
    for a price of $12,000.00. In addition to the UTV, a gas powered backpack
    blower was added to our purchase at a cost of $650.00 bringing our total to $13,881.56
    (with tax and a $100.00 delivery fee for the UTV itself). A payment of
    $3,000.00 was put towards the total purchase (via debit cards), bringing the
    remaining balance to $10,881.56. We then opted to finance the remaining balance
    and paid an additional one-time $125.00 fee to participate in a 0% interest
    (for 60 months) promotion. This brought the total finance amount to $11,006.56
    with no interest for 5 years. We scheduled delivery of the UTV for 9/28/2023
    and returned home with the backpack blower. On 9/28 the delivery of the UTV was
    not completed, I contacted Mr. M****** who identified he needed additional time
    and rescheduled delivery for 10/7/2023. On 10/7 the UTV was failed to be
    delivered again and this time Mr. M****** identified it was not shipped as the
    unit had a scratch, damaged mirror and was being replaced with an entirely new
    unit. Several calls have been placed since this time and the date for delivery
    of the UTV keeps getting moved out.
    Since this time I have made 3 monthly payments of $200.00
    towards the total financed balanced (10/16, 11/16 and 12/16). Since the UTV had
    not been delivered I contacted the bank (TD Bank Yard Card), and they informed
    that I would be required to continue making payments, but an investigation
    would be opened on our behalf.
    I have also since filed a claim with our bank, ** ********* **** for the $3000.00 payment.

  • Initial Complaint

    Date:11/01/2023

    Type:Product Issues
    Status:
    Unresolved
    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.
    To put it simple: On Octobe 2, 2023 I ordered a new ******** ****** motor from Jeffrey at Merit Rentals.I paid $1595.23 for the motor with shipping. The motor arrived on 10/16/2023 he motor was on my front porch in a damaged box from *****. I contacted Merit Rental on 10/16/2023 and informed Jeffrey the motor and box was damaged. His response was for me to pay shipping to return it and he will credit my oney back. I should not have to pay for return shipping for a damaged product. I contacted ***** to file a claim. ***** requires the shipper ( Merit Tool Rental in this case) to file claims for damages ect. The recipient can not do this without a “Claim Filing Waiver” from the shipper. So I can not even go that route to try to get my money back. I have asked Jeffrey Mullins to supply a return shipping label so it can be shipped back to him and then h can file his claim with ***** but he has denied these requests. The tracking Number is ************.

    Business Response

    Date: 11/01/2023

    The customer is more than happy to ship the motor back at his expense for a full refund.

    Customer Answer

    Date: 11/01/2023



    Complaint: ********



    I am rejecting this response because:

    As stated multiple times prior, The SHIPPER, which is Jeffrey at MERIT Rentals, is responsible for filing a claim with ***** to get reimbursed for the damaged motor, the original shipping charge, and any other expenses. I ordered a new motor, I recieved a broken motor. I'm not responsible for paying a return shipping charge on a broken product.



    Sincerely,



    ***** *****

  • Initial Complaint

    Date:10/24/2023

    Type:Product Issues
    Status:
    Unresolved
    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.
    Purchased a ******** ***** engine (in June 2023).not only was it the wrong engine it was damaged. I returned it and it was lost by *****. Owner would not file a claim, so I finally got his permission to file a claim after (Sept 2023). ***** approved the claim but only awarded me $364.03. I was blamed for not taking out insurance, when I was shipped the wrong motor. I would just appreciate the difference owed

    Business Response

    Date: 11/08/2023

    The lack of negligence for not insuring it for the proper amount when he shipped it back to us is not our responsibility.

    Customer Answer

    Date: 11/08/2023



    Complaint: ********



    I am rejecting this response because: once again...I should not have been responsible for shipping it back in the first place, because you sent the wrong engine and it was damaged.  Plus this was a return to sender and was on the shippers insurance and it is not my fault for negligence on the part of the shipper for not taking out insurance.



    Sincerely,



    **** ******

  • Initial Complaint

    Date:06/26/2023

    Type:Delivery Issues
    Status:
    Resolved
    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.
    Ordered a ***** ****** engine from merit on May 5th 2023. ( order # *****) in the amount of $1069.98. I've called no less than a dozen times to get updates on shipping. Every time I call it's one excuse or another. First was they were waiting on another motor so they could ship them both together.then it was the guy who does internet sales is out of the state and they weren't sure if he was still sleeping (3 pm in the afternoon) most of the time they just put me on hold for 15-20 minutes until I just hang up. They haven't provided me with the motor I ordered and seems they don't want to refund me my money. My patience is gone and just want a refund now. A complaint with the federal consumer protection agency will be my next step.

    Business Response

    Date: 06/26/2023

    We have been in contact with the customer regarding this order several times letting them know its on backorder. The customer advised he would wait for it to arrive back in stock because he could not locate it any where else online. The customer reached out to on us 6/24/23 stating he would like to cancel at which point we cancelled the order and processed a full refund.

    Customer Answer

    Date: 06/26/2023



    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.




    Sincerely,



    ***** ******

  • Initial Complaint

    Date:05/04/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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 ordered 3 accessories for my *** *** Mower on 4/12/2023 through Merit Rentals Hardware & Equip (MRHE) 3 weeks ago (4/12/2023). On my order (#*****) it said in stock & 2-day standard shipping. A week and half out I called MRHE, because I had not heard from MRHE letting me know my items shipped like they said they would, and I finally received 1 out 3 items. So, I called again & was on hold for over a half hour and finally hung up, because I had a meeting I needed to get to. I Received my second item finally on4/27/2023. I emailed MRHE asking about my stuff only for Jeff to respond in all caps stating the items are coming from *** *** & there is a backlog. I am still waiting on my third item. Thanks, thought you should know MRHE has bad follow through and communication and leads the customer to believe that they have the items there at their location on hand and ready to be shipped not through a third party.

  • Initial Complaint

    Date:04/12/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 have paid $347.78 for servicing my snow blower and lawn mower January 2023.
    The servicing was not done correctly. Both equipments not working and I reach to them in January 2023.
    They pick up my lawn mower and Chris asking me to pay an additional $158.00
    He would not release my lawn mower. Hey ask me to leave the shop.
    I called the cops and they told me to leave and I left.
    They do not give quotes before start servicing when you go to pick up your equipment they will rip you off. They do a lot of verbals . He was extremely aggressive towards me infront my son. They currently has my lawn mower and refused to return until I paid $158.00. The

  • Initial Complaint

    Date:01/09/2023

    Type:Delivery Issues
    Status:
    Unresolved
    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.
    On 08/25/2022, I placed an order Electric Start Engine "******** *************" and order # *****.
    I already paid the total is $2,225.98. Now it is almost 5 months I never received this product. I called Merit Hardware, Inc. # ###-###-#### three times on the same day. First call, they picked up the phone and asked for order number then put me on hold for one hour. I called again, somebody said they couldn't hear me clear. I used another phone to call them the third time, and they didn't pick up my phone.
    I want my money back as soon as possible.

    Business Response

    Date: 01/11/2023

    Motors have finally been received off of backorder from manufacturer and will be delivered in the next few days

    Customer Answer

    Date: 01/11/2023



    Complaint: ********



    I am rejecting this response because: they always replied that way but never mail the product and I don't need that product anymore.

    I would like my money back. Attached is the amount they should refund to me.

    Thank you, BBB, for your quick help. I really appreciate for your wonderful service.



    Sincerely,



    *** ***

  • Initial Complaint

    Date:11/11/2022

    Type:Billing Issues
    Status:
    Answered
    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 purchased a lawnmower engine from merit rentals. It was in our agreement and in their advertising they would ship engine anywhere in USA for 100 dollars. I paid for the engine plus 100$ shipping in full. After receiving engine I started receiving bills in the mail from *** ** for the cost of shipping the motor. After reaching out to Jeff the owner of Merit rentals he assured me it was his responsibility to pay shipping and he would get it resolved. He did not. I reached out to ***** and they explained to me they needed a letter of authorization from Merit rentals . Asked Jeff to please forward. He claimed to have in fact sent the letter. But nonetheless I'm still receiving bills from *** **, and now starting to accrue penalties.

    Business Response

    Date: 11/11/2022

    We have reached out to ***** on three specific times trying to resolve this issue with the customer and for them to bill our ***** shipper account so we can receive our discounted shipping rate. 

  • Initial Complaint

    Date:10/20/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    In august I dropped my lawn mower off for a repair and to install a bagger. They had the mower for over a month. Once the mower was ready I picked it up and the same day I arrived home I went to cut the grass and the mower was not functional. They said they tested both the mower and the leaf bagger however the bagger was clogged so I don’t know how they tested it.

    The belt was torn on the mower deck and the blades do not spin. I called and they said they will pick it up. It has not been months later. No one has picked up or fixed my mower. I have not been able to cut my grass or bag leaves since august. I have called about 7 times and they keep saying they will be out tomorrow to pick it up and they never show. They did send someone to look at it and when he arrived he said it needs to be picked up. He said he will be back tomorrow and he never showed. I then caught him urinating in the middle of the driveway when he was leaving. I am very frustrated at this whole situation. I want my money back so I can get this fixed somewhere else. I need to cut my lawn and bag up the leaves.

    Business Response

    Date: 10/20/2022

    We will gladly correct the issue for the customer free of charge if the customer brings the mower in for a diagnosis. He can wait while we repair it to save him a trip back.

    Customer Answer

    Date: 10/20/2022



    Complaint: ********



    I am rejecting this response because:

    I still have to drive over an hour to drop it off when it was agreed the mower would be picked up. At this point I’ve been waiting months I’d like a partial refund so I can get it fixed elsewhere 

    Sincerely,



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

    Business Response

    Date: 10/21/2022

    As previously stated please bring your mower down and we will be happy for correct the issue

    Customer Answer

    Date: 10/23/2022



    Complaint: :

    So as previously stated you won’t pick it up like you said? Thanks 



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

    Business Response

    Date: 10/25/2022

    WE ARE SHORT ON DRIVERS. AS I SAID IN MY PREVIOUS TWO MESSAGES BRING THE MOWER DONE AND WE WILL BE HAPPY TO WORK ON IT

     

    Customer Answer

    Date: 10/26/2022



    Better Business Bureau:


    Ok we’ll I don’t have a trailer so I will have to have a friend bring it down tomorrow. If he is available I will have him drive it down in the morning  

     





    Sincerely,



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

Merit Rentals Hardware & Equip is NOT a BBB Accredited Business.

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