Complaints

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.

• Initial Complaint

  Date:08/28/2023

  Type:Sales and Advertising 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.

  On 8/3/23 I purchased a used weight distribution hitch for $481.50. It was missing some pins required for usage, but the employee assured me that they would find some to complete the kit and I could come get them at a later date. I had called before ever stepping foot in this establishment and informed the employee that I needed a specific hitch that would accommodate the weight of the ** I intended on towing. Rentz was aware of this number and sold me a set-up that is not rated for the amount of pounds my ** is. When I arrived at the ** dealership to pick it up, they pointed out that the hitch was not the proper weight rating and that they legally could not permit me to remove the ** off their property. I called Rentz to update them and they assured me they would make it right, but also that I shouldn't have any problems towing the ** with that hitch. I called back days later to see if there was any update on the situation and they said they found a brand new hitch for me, but it would be an additional $500.00. I told them no, I wanted a used hitch set up because I would only be towing this a couple times a year. The employee told me I bought the current hitch because I was in a hurry, which is false as I legally couldn't even acquire my ** from the dealer without arriving with the legally required tow weight hitch, which they do inspect upon releasing the ** to a customer. On 8/25 I finally told them I was sick of getting the run-around and poor customer service paired with them throwing accusations at me, and I wanted a refund and would bring the hitch by today. They said they weren't going to give me a refund and I can either keep what I have (which has no use to me since it's not legally usable for my **) or I can pay the additional $500.00 and get a new one and then proceeded to hang up on me.

  Business Response

  Date: 08/29/2023

  On 8/3/2023 *************************** came into our store and wanted a USED Weight distribution hitch to pull his **. He was told that we only had ****** Gross capacity used weight distribution hitches in stock. He was definitely told the weight capacity of this weight distribution hitch, and that there were pins missing from it that we could get them in next day for him. As promised the pins were in the next day for him. We even added items to this order that were not needed at the time to meet the minimum amount to ship the pins since he was in a hurry to get his ** picked up. He came in about 3 days later to get the pins for the weight distribution, and went on his way. Before he came to our store he was offered a NEW weight distribution from the place he got the ** but did not want to spend the $1,200.00 he was quoted.  He bought the used weight distribution knowing what capacity it was and what the weight of the ** was.  These were the choices he made, with full knowledge of the situation. He also told us he did pick up his ** with the weight distribution he purchased. ***** later was when he called and said he wanted to return the weight distribution. He was told we do not return used inventory, but we were happy to trade it on a new weight distribution with the higher weight capacity for only $50.00 more NOT $500.00 as stated by ***************************. He was in a hurry to get the weight distribution on a very low budget. He did not want to wait for us to order a new one in his price range initially. When he called in weeks later he spoke to the person that sold the product to him originally, he tried to say he was told many different things that were not true. He has also lied in his complaint to the BBB. It kinda seems like he wanted to rent this weight distribution, get his ** to where he needed it to go, and then return the used weight distribution for a full refund. We are not a rental company, and any used merchandise is sold As Is Where Is. It is customers like *************************** that ruin small businesses, by lying and being shady to try to get their way. We tried to accommodate *************************** as we do with all of our customers by spending a lot of time with him when he came in initially explaining the product to him, and giving him full disclosure of what he was purchasing. The person that sold him the weight distribution has over 30 years of experience in this industry, and spent at least 20 minutes with him going over everything.  We are not willing to give him a full refund, but if he wants to return the weight distribution hitch we would be happy to return it as long as it is in the same condition as it was when we sold it to him. However there will be a 50% restocking fee. We have been in business for over 30 years and have always strive for customer satisfaction,and honesty. This is why we have such a great rating on ******* and on the BBB.It s a shame when you have customers make false accusations against you.

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20522372
  
  I am rejecting this response because: 

  I informed the business that I wanted to buy a weight distribution hitch based off the specs that were given to me by the dealership I purchased my ** from, in which I legally needed to remove my rig off their property. The dealership will not / can not legally allow an under rated hitch to remove **'s. I made Rentz aware of this number, and they told me they would get something put together. It is true that I wanted to purchase used, I am not arguing this. What I am arguing is, the fact I presented a certain item needed and was told that what I was given would work. I am not a hitch expert, that is not my industry, I relied on Rentz having claimed their 30 years in business to provide me with what I needed and requested to buy. I have asked for a refund or to have the spec specific item replaced with the non spec specific item sold, and although Rentz was pleasant to me in ensuring me this error would be fixed, things quickly changed days later. This is when their attitude changed, I was told too bad, and they hung up on me while on the phone. Rentz claims people like me are the reason small businesses are ruined, but I have to disagree and say that it's people like the ones I dealt with ruining their own small business by making false promises, **************** without polite customer service as I have been peaceful and cooperative during this entire ordeal. Interestingly enough, Rentz also claims they have a great rating on ****** and the BBB, but if you go to their lower rated reviews, numerous accounts of being lied to, being argumentative and selling misleading products - including used products with missing pieces and improper sizes. All of this goes hand in hand with my experience and although it seems as if I would be in a better boat if I would have read those reviews before experiencing the same things on my own, I am still looking to bring the hitch back in exchange for what I thought I was originally buying or giving it back for a refund so I can go to a reputable business that won't twist the truth or sell me something I can't use. At the end of the day, I want a hitch properly rated for my **. I don't plan on just letting it sit, I plan on traveling with it. It just doesn't make any sense that I would know what I need, because it was presented to me by the dealership in the closing process and I would go out and buy something under rated that I can't use, essentially throwing my money away because it's just sitting in my garage unable to be utilized. If anything is a shame here, it's the fact that a business with 30 years experience would sell me something that they know I can't use and they know the damage that could occur if I was to try to haul the ** anyways... this could end in my truck being ruined at best, but a possible dangerous accident on the roadways, putting numerous people in danger and me being out on insurance because my hitch rating wasn't proper. This doesn't sit well with me and is not the way a business should operate. This actually needs to be reported to further agencies, such as the ******* ************************* and the ******* ********** of *************** along with the ************************ and local media outlets. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/25/2023

  I will keep this short and truthful. *************************** knew what he was purchasing. He knew the weight capacity if what he was buying. There was a lot of time spent with him explaining what he was purchasing. He was offered an exchange of the item when he called back for a brand new hitch with the weight capacity of what he was wanting for only $50.00 more. We tried to accommodate him, until he continually lied about the entire situation. At that point we were done conducting business with him, and still will not conduct business with him because of the lies he tells.

  Thank you

   

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20522372
  
  I am rejecting this response because: I originally conducted business with Rentz to purchase a weight distribution hitch to tow my new **. The required hitch weight was provided to me by the ** dealership during the closing process. I was told by the dealership that they legally require me to have the appropriate hitch set up before they will allow the ** to leave their premises and they inspect it upon the removal of the ** to ensure it is within that legal range. I went to Rentz to buy what I needed to leave the dealership with my new ** purchase. It just doesn't make sense to me that a business whom sells hitches, (Rentz) would sell me something I couldn't use, knowing that I had to have a certain weight limit in order to even obtain my new **. Rentz claims that I knew what I was purchasing when I purchased it, which is not the case. I purchased what was provided to me, by the employees at Rentz, and trusted it/them since they are the business operators, not me. As the customer, I took their word for what they sold me, and as mentioned numerous times, I informed them of what I intended on towing, and the weight requirements provided by the dealership. I just don't understand why Rentz is claiming I knowingly purchased an underrated weight distribution hitch, when I wouldn't even be able to use it. I am now 3 months into owning the new ** and still haven't been able to use it because of this situation, that I would not be in if Rentz had sold me what I went to them to buy in the first place. With the type of setting this business has, it's not a place you can walk in and grab easily identifiable products off a shelf with a barcode and label, knowing what you're taking to the check-out counter, it's the kind of place where you tell them what you're looking for and they grab it themselves from their pile and give it to the customer. I don't see how the situation isn't obvious to Rentz, that they made a mistake, (unknowingly or purposefully) and need to make it right.  At this point of back and forth and Rentz not taking ownership of their error, I can see this will need to be escalated to higher business conduction authorities. As mentioned in previous dealings with Rentz and the BBB complaint, I would like to return the hitch with a refund so I can take my business elsewhere that will sell me what I need and not try to pass off an underrated hitch for their profit and my loss.
  
  Sincerely,
  
  ***************************