Complaints

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• Initial Complaint

  Date:09/09/2024

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 was in need a of crane in ***********. Called around to a half a dozen crane companies to get quotes and availability and this crane company was one of the companies I contacted. Due to price and availability I ended up using another company but was in fact told by this company they were available to do the job. Said they would have to email over the quote, w9, and an agreement if I wanted to move forward. I stated that they could email the information over but that I wasn’t ready to move forward yet and would get back with them. I never received an emailed quote, the w9, or an agreement which didn’t matter to me because I ended up using another company. The next day I received a bill from this company say they showed up at the job site and due to that I received a bill. I never seen anyone arrive other than the company I used to crane my equipment in and even if they had I never told them to move forward I only asked for a quote. I tried calling multiple times and then sent a response via email to them explaining I would not be paying the bill. I am filing this complaint simply because I have always and will always pay for the services provided to me but will not pay bills that are submitted under false pretenses.

  Business Response

  Date: 09/19/2024

  We are sorry to find there is a dispute over billing in this scheduled rental. We understand that this can be frustrating, and we are committed to resolving this matter. We appreciate the customers perspective; however, we have a differing recollection of the incident and verbally agreed upon rental arrangement.

  After reviewing the complaint, we are happy to clarify from our records and hope to resolve the situation. The billing in question is related to the second interaction we have had with this particular customer. The first time we heard from them, the customer reached out and requested a crane rental, but we were unfortunately unable to assist, due to scheduling conflicts. We provided them with the name and number of a different crane company in town to help them out.

  The customer then contacted us a second time on August 20, 2024, via a phone call, where he spoke to our office manager to request a crane to unload a barge. Three minutes later, he sent a text with two potential locations for unloading the barge, including the longitude/latitude and names of the two landings. Our office manager and field supervisor called the customer back on speaker phone after lunchtime that same day.

  During the conversation, the customer requested a quote, which we provided verbally over the phone. Our office manager also indicated that he could send over a Certificate of Insurance (COI) and a W-9. We discussed and confirmed which landing was best suited, and we asked for an estimated arrival time from the customer. The customer informed us that he was oversized and could not start travel until 30 minutes after daylight, estimating his arrival around 11:00 a.m. the following day (August 21, 2024). Our office manager and field supervisor agreed to arrive at 10:30 a.m. to set up in preparation for his arrival.

  Later that day, the customer asked via text for the name of our company, to which we responded promptly.

  The following morning, our field supervisor, who was assigned to this rental, left the shop and headed to the agreed landing location, arriving 10 minutes earlier than scheduled. Upon arrival, he discovered that a different crane company was already on site, having performed the lift, and they were in the process of packing up their crane. The customer was not present, aside from his truck and trailer. The operator from the other company informed our supervisor that the customer had called and scheduled with them the day prior for a 10:30 a.m. lift, and that on the morning of the lift, the customer had called around 9:00 a.m. to request an earlier arrival. The other operator also indicated that the customer left on the barge immediately after it was set in the water and was unaware of their whereabouts. This explains why the customer stated he did not see anyone else arrive; he had already left the landing prior to our scheduled time.

  At no time did we receive a phone call, message, email, or any other form of communication canceling the scheduled crane. We noted that the customer called us mid-morning on August 22, 2024, the date he received an invoice from us, but we were unavailable to answer at that time. Shortly after, we received an email from him stating, “This job was not performed why am I getting an invoice?” He then called again 2 minutes later, prompting us to respond via email. Our office manager clarified in an email about 20 minutes later that our non-cancellation fee is in place to help manage resources effectively, as the crane and operator had been reserved and dispatched on his behalf, making them unavailable to meet the needs of other customers who may require equipment on short notice.

  To ensure a positive resolution for both parties and to preserve resources and time, we will meet halfway by reducing the invoiced amount by 50%. We believe this compromise will allow us to finalize the transaction amicably, and we wish the customer the best in their future endeavors.
  

  
  

  Customer Answer

  Date: 09/19/2024

  Everything that the company said was true except we did not agree on the job they looked at locations and did say they could do it at the time needed but also said they would send over an agreement and the w9 when I didn’t receive that I did sign an agreement with another company that was looking at the job as well. I asked them via text their company name because I wanted to verify which company sent the agreement and quote over in writing. They hadn’t sent anything in writing so I went with the company that sent the quote and agreement in writing. I am unwilling to pay a reduced bill due to I never agreed until I did it in writing so if I’m willing to pay fifty percent their quote i’d also be liable 50% of all verbal quotes received. Which there was half a dozen verbal quotes received but only one formal received and it was not their company.