Complaints

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• Initial Complaint

  Date:05/31/2024

  Type:Billing 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.

  My deposit was refused!Completely unprofessional crooks!!!!The owner is a liar and does not care about her customers.Before I rented my items I had a conversation with the two employees stating that I would not be available until after 2pm on the day of return due to work.They stated that is fine as long as the merchandise was returned by close of business that day, which it was returned at 2:30pm. I was denied the return of my deposit even though when I returned the items they confirmed I would receive my deposit within 3-5 business days!!!I called to speak with someone and my call was returned by the owner who says my employees never told you this and refused the return of ny deposit!Rude and unprofessional to say the least. I will be following up with the courts.I would strongly suggest other rental options before renting from these crooks!!!

  Business Response

  Date: 06/11/2024

  On May 25th at 9:25am, Ms. ******** contracted with ABC Rental for the rental of eleven (11) gray folding chairs as well as a snowball machine. Ms. ******** also purchased two (2) snowball flavors, marshmallow topping, and 2 pumps. 

  Pursuant to our contract, weekend items are due back on the Monday following the weekend by 12:00 noon. We open at 7am. Due to the Memorial Day holiday, that return time was automatically pushed back until Tuesday, May 28th at noon (see attached under "agreed return date"). Ms. ******** was further advised that anyone could return the items on her behalf between 7am and noon, in order to avoid any late charges. Ms. ******** was given this information and still knowingly and voluntarily entered into this contract. Our policy further indicates that any returns made after 12:00 noon would be charged for an additional full days rent. An additional day for the eleven (11) gray folding chairs and snowball machine would actually be $114.46. Rather than charge Ms. ******** for an additional full day, we gave her a discount of $14.46 as a one-time courtesy. 

  Further, Ms. ******** called our store and spoke to the owner, who reiterated our policy as stated on the signed contract. Ms. ******** proceeded to call our store representative a " nasty bitch" and advised that she would see us in court. 

   

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21785397
  
  I am rejecting this response because:

  The business owner lied in the response, I most certainly did not use that language or call anyone names!

  I also asked the clerks at the time of rental if it would be a problem if my husband returned the items between 2-2:30 that Tuesday due to work and they stated that would be fine.
  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 06/13/2024

  We have previously forwarded the contract that was signed (voluntarily) by the complainant. Both employees that were working the counter that day were asked (independently) about the situation, and both provided the same story. It is not our policy to offer some customers the opportunity to brings items back past our contracted due back time and not others. Ms. ******** was advised by both employees that anyone could return the rental items on her behalf, they simply needed to be returned by noon on Tuesday (due to the holiday on Monday). 

  Ms. ******** certainly did use that language with the woman she spoke to on the phone, as the call was taken in our office area and was overheard by the co-owner. She further posted a ****** review calling us "crooks." Our policy is verbally told to our customers at the time of **********************, it is in the contract that is signed by the customer (which they receive a hard copy of), and there are several postings in our showroom reiterating our policy. Ms. ******** was afforded the opportunity to have ANYONE return the items for her at ANYTIME between 7am and 12pm. We are certainly not crooks, and rather than charging Ms. ******** an entire days rent (as per our policy) we extended a one time courtesy of keeping her deposit rather than charging the full day.