Complaints

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• Initial Complaint

  Date:12/10/2024

  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.

  On October 11th I went to A&A Rentals to pickup a riding aerator (with grass seeder) that I had reserved the week before. When I got there shortly after 7am i was told the aerator was still out on rental. The agent asked if I wanted him to call me if the rental came in later that day, stating that if I did, then I could keep the aerator for the weekend for a daily rental fee. I agreed. I no more than got home and I received a call from the agent that the aerator had been returned. I then returned to A&A Rentals but was assisted by another agent.The rental was for @275.00 plus tax but when the agent told me $338.03 I stated the math doesn't add up. he explained I was being charged a service fee, a fee that covered about everything should something happen to the machine short of rolling it down a hill. I was upset about this fee but didn't have a choice (I later learned I think he was speaking of the Damage Wavier portion to the Rental Agreement, I have every type of full insurance on my vehicle (even tow insurance) and homeowners, this should not be a charge I need to pay)). After dropping off the machine I went in to get my checkout receipt and spoke to the first agent again. I asked if I could get consideration on the fee I was charged today? Reminding him I made two trips in today to get the machine, the first trip because my reservation wasn’t honored, as there was no machine to pick up. That I was not informed of any extra service fee when I made the reservation, just told the rental fee plus tax when I specifically asked about costs. And that I was only twenty minutes over a half-day rental, when you told me earlier this morning I could have it until Monday morning. He just stuttered and turned red with embarrassment. I told him not to worry, I would take it up with management. On October 11th, I wrote a letter to Blair *******, Business Manager of A&A Rentals. There has been no response.

  Business Response

  Date: 12/18/2024

  Please see the attachment for the  response as well as information regarding this complaint.

  Customer Answer

  Date: 12/19/2024

  
  
  Complaint: ********
  
  
  I am rejecting this response because:
  
  
  If Ms ******* has taken the time to respond to my letter it likely would not have gotten to the BBB. Ms ******* indicated a grey area, she can state I knew of the caveats of tenting all she wants.. Heck, her own employee stated the extra charge was a "service fee" when in fact it's a damage waiver, he doesn't even understand the caveats. If I knew the caveats of the rental, why would I ask about the extra fee? I know the BBB has no authority to change the outcome, I thought business management would take me making two trips in for the rental if nothing else into consideration. I certainly wasn't aware I needed to call in to be sure what I had reserved would be available. 
  
  
  Sincerely,
  
  
  
  John ****