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:11/08/2024

  Type:Billing 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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ***** *** **********
  
  
  
  
  
  The picture she provided was snap shoted to reflex the date. The equipment was new and has wireless and GPS and would accurately update time and dates.  As for a public Facebook quote I was requesting a referral for another company to use.  The fact that the business found my complaint humourous publicly and continued to lie on a public forum is at the discretion and transparency of the management or lack there of.  I would like to be reimbursed for my fuel charges.  It's in the best interest for myself and the company to do so.  If I want to tarnish the company's name I could easily do so through the 10000+ community members that I am friends with throughout the area through Target, being in real estate and politics.  But I am simply attempting to get reimbursed for the false gas charges and walk away. Ty
  
  
  

  Business Response

  Date: 11/21/2024

  To Whom It May Concern,

  All customers who rent heavy equipment and small tools from us are required to sign our Rental Policy. In this rental policy (see attached) the first line states: "Equipment is rented clean and full of fuel. It is required that the equipment be returned in the same condition, or a cleaning and refueling charge will be added." The customer signed this rental policy upon receipt of the 259D Skid Steer. Further down on the policy it also states, "By signing this agreement, the renter gives Supply Wagon Rentals the right to charge the credit card number retained in the customer's file, for any and all additional charges such as refueling, damage, cleaning fees, etc." Although the machine was left clean by the customer, the tank was not full and therefore he was charged $50.00 refueling fee. Please see the photo attached of the machine that shows it's 7/8ths full. The customer claimed in his statement that, "When I looked at the picture the date on the machine stated 7/5/2024." Yes, the date on the machine reads "07/05/2024," however our heavy equipment is not programed to today's date. To show that this photo was taken in November 2024, I attached a screenshot of the photo's time/date stamp in the attachments as well to see. This photo was in fact taken Tuesday, November 5th after we picked up the machine. The customer also stated we, "When they picked it up several days later." The skid steer was not picked up on Sunday because our CDL driver does not work the weekend and when we arrived to the address on Monday, we couldn't find the key to the machine and unfortunately returned to our shop empty handed (please see the notes on the contract itself that show the remarks about pick-up). Once we were able to get a hold of the customer, he informed us where he left the key to the machine and we were able to successfully pick-up on Tuesday. The customer called the next day to confirm if the machine was picked up or not, and that is when he was informed of the refueling fee because the tank did not read full.
  We would also like to address the comments the customer made toward our business on Facebook. This was a public posting that anyone could see, calling our company "crooks," and suggesting the members from the community rent somewhere else (see screenshot attached).

  Business Response

  Date: 12/11/2024

  To Whom It May Concern,
  
  We are willing to cooperate with a refund of the fuel charge if need be, even though it is a legitimate charge. However, the response we received back from the customer feels like a personal threat to our small business. Our intent in our original response was to provide the facts from the rental, with proof of the signed agreement, machine gas range, and equipment rental policy. We did not find the Facebook post to be humorous, instead it was concerning to us to be called "crooks" when we were following company policy; the policy the customer signed. 

  The machine is not a brand new 2023-2024 machine. If the customer would like to view the title and purchase information, he is more than welcome to. The photo we provided was taken on the day we received the machine from the customer.