Reply from Rental Tools OnlineJul 19, 2023
Thank you for leaving your feedback and expressing your concerns. We take all of our reviews seriously. I looked into the circumstances surrounding this rental and reviewed all the emails, phone calls, and notes pertaining to your recent experience. Our customer service representatives reached out on July 5th, via email, in an effort to collect updated payment information to cover one week of unpaid rental. We received a response three days later on Saturday July 8th. The response did not address the expired credit card issue, but instead requested a quote to purchase the equipment on rent. It was also in this response that we were made aware that two of the four units on rent were damaged and the other two were "tied up". On Monday July 10th, our customer support representative responded to the request at 9:30am. She acknowledged the quote request had been received and forwarded to the appropriate department for processing and that while it was being processed she was still in need of an updated credit card. The customer received a buyout quote at 10:00am that included discounted pricing and a follow up email stating our willingness to apply the rental deposit towards the buyout price. No response was received from the customer until the following day around 1:30pm that included multiple email correspondence between our sales manager and the customer clarifying what we could and could not do for the buyout. We were still unsuccessful at collecting updated credit card info for the past due rental fees. On July 12th, at 10:00am, our sales manager attempted to contact the customer in order to settle an accrued 14 days of overdue rental fees, but was unsuccessful. A voicemail and follow up email were sent reiterating our need to collect payment on the accrued rental before the close of business in order to avoid the account being escalated to the next level. No response was received. The customer's account information was passed along to our operations manager the morning of July 13th. Our operations manager sent an email just before 8:00am explaining it would be our last day attempting to collect payment on the past due rental fees. The customer was advised that failure to contact us with payment would force us into a situation that involved contacting the authorities and submitting the customer's account information to our attorney. At this point we were entering a third week of unpaid rental fees on equipment that exceeded $6,000 in value. The customer made no contact with us and our operations manager made one last attempt to call just before closing with, but was still unsuccessful at reaching the customer. Even after receiving no response for two days, our operations manager left a voicemail and sent a follow up email stating he would voluntarily continue to monitor calls after hours, in an attempt to give our customer every possible opportunity. Our operations manager stopped monitoring the calls and emails at 8:00pm. No attempt was made up to this point. Our operations manager received two explicit email responses around 9:30pm from the customer where he expressed his disapproval of the situation and directed multiple personal insults towards our staff, but in the end the customer ultimately expressed willingness to resolve the situation the following day. We appreciate your follow through and are happy that the situation did not have to escalate any further than it did. The customer mentioned paying over $10,000 for shipping but upon review our records show total shipping costs were under $400. Due to the unique nature of our business and hard to find specialized equipment that we offer our business model is structured differently than what you would find at Home Depot. All rental guidelines, procedures, expectations, etc are outlined in our rental agreement that we require all customers to review and sign before we release.
