Complaint Rented two pieces of equipment from All Star. Two contracts signed for a total of $736.48 but was charged $1574.46 I rented two pieces of equipment from All Star. Delivery was scheduled for the excavator on Friday and was supposed to be exchanged for a bobcat Saturday afternoon. The bobcat then was to stay until Monday 4pm. Bobcat was needed until Tuesday 4pm when it was called in and picked up Wednesday morning. Two contracts have been signed for a total of $736.48 but I have been charged $1574.46 instead. I called the store several times to dispute the charges but nobody picked up the phone. I then went to the store yesterday to resolve the issue but the only employee in there was clearly overwhelmed between the constantly ringing phone and customers in the store. After waiting for 20 minutes to speak to him and then watching him take phone calls for another 15 while I was standing there in front of him I was told that I'd have to wait longer because he needs to address all phone calls. I do not have time to spend an hour waiting for customer service so I left all contract paperwork as well as my contact information and was told that I'd be contacted once some research had been done. I have yet to receive a call. I would like a refund for the $837.98 I have been overcharged, minus the one day fee for keeping the bobcat until Tuesday.
Desired Settlement I would like a refund for the $837.98 I have been overcharged, minus the one day fee for keeping the bobcat until Tuesday.
Business Response Contact Name and Title: **** ******, CEO Contact Phone: XXX-XXX-XXXX Contact Email: *******@allstarrents.com Email sent to customer: Thank you for using the BBB portal to register your dissatisfaction for the resolution to your issues with All Star Rents. I appreciate the opportunity to clear up any misunderstandings in your dealings with All Star Rents. I apologize that we did not address them on the day you visited our location. I have spoken with the Branch Manager, ****** to get some clarification on the nuances of the transactions and have thoroughly reviewed the agreements you are referring to in your complaint. There are two separate agreements so I will address each one separately. I have also attached a breakdown for your reference. I have focused on our base charges and have not focused on the EPP or taxes which are a fixed percentage of the charges I have addressed below.
Excavator Agreement #XXXXXX The difference on this agreement versus the signed reservation is for the fuel charges. On all of our equipment rentals we charge for fuel used upon return of the equipment. Fuel is not included in the rental and is explained in the notation under the description of that product on the agreement. I do not see any grounds for a credit on this agreement. As a side note...there were 9.5 hours of use put on this machine. We allow up to 8 hours use in any 24 hour period while on rent. There were no extra charges for this additional time to compensate for some overheating problems this machine had.
Skidsteer Agreement #XXXXXX The difference in this agreement versus the signed reservation is in three main areas:
Rental charges: The signed reservation was for a period of 4pm Saturday until 8:30am Monday. This is a special offer we have since we are closed on Sundays - it allows to have the machine for greater than 24 hours without extra fees. This unit was called off rent Tuesday at 4:06pm. This resulted in two additional days being charged (Monday AM (when first day ended) to Tuesday AM and then Tuesday AM to Tuesday PM). There were 20.4 hours put on the machine which is commensurate with the time out and charged for.
Fuel: Same as the above contract...we filled up the unit and charged for fuel used.
Delivery: It is unclear why the delivery was increased from $50 to $100. I am willing to reduce this fee as there is no explanation why it was changed from the original reservation you signed.
I hope this explanation clears up any questions you have for the amount charged on the final agreements versus what you were charged as the time of reservation. I have logged this response into the BBB portal. If you have further questions please do not hesitate to call me directly.
**** ****** All Star Rents
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your response and detailed research.
I can certainly appreciate the fuel charges, thank you for the clarification.
As far as the additional two days equipment rent that you have been charging me for, I can unfortunately not agree with your assessment.
The agreement XXXXXX was as you correctly state, for a period of 4pm Saturday to 8:30am Monday.
As you can see on the contract, the rental agreement was not between me and AllStar but between a contractor and AllStar. All I did was provide my credit card to pay for the charges on the contract.
I as the homeowner have no control over whether or not the equipment was returned Monday afternoon or not, if anything this should be a discussion between AllStar and the contractor.
I have also been assured by said contractor that he had a conversation with your company and there were no additional charges for the additional time due to the time lost with the overheating excavator.
Lastly, even if your charges were applied correctly, at the very least you should have given me a call authorizing the additional funds.
As requested by the BBB, I am to offer a middle ground. My middle ground is to split the two days extra charge, so you refund me for one day plus the delivery charge you already offered above.
Final Business Response Thank you for your response and I appreciate your willingness to negotiate a fair settlement. I have processed your credit for $310.34. That is one day on the skidsteer plus the delivery plus the EPP and taxes. In the future, please do not hesitate to contact me directly. I do appreciate you giving All Star Rents the opportunity to make things right.
**** ****** All Star Rents
Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) Resolution offer is a fair compromise and the refund has already been processed. Thank you.
Complaint They continue to charge my bank for a saw that was returned! They are charging me $809 for a saw that was returned and when I called to find out what the charges were for the store manger yelled at me and called me a liar
Desired Settlement A refund for all monies taken from my account!
Business' Initial Response A Sunrise Grading employee rented a gas cut off saw on April 24th. After the saw had been out for a couple of weeks we started calling the customer to find out how much longer they would have it. Over the course of 3 1/2 months we made repeated calls without a returned call. The only reason we did not report the saw as stolen is because the customer had done business with us in the past and we did not feel this was the case. After we last billed them on their credit card on 7/31/2013(per our signed agreement with the customer) we received a feedback notification from their office manager stating she was unhappy with how our manager spoke to her during a conversation about the saw. I followed up on this feedback notification (done through our web site). Sylvia shared her displeasure with how our manager spoke to her and how we have charged their credit card for a saw that had been returned. I apologized for how our manager was insistent that the saw had not yet been returned. We have very specific procedures for returned equipment. Additionally, if the saw had been returned there would be evidence of subsequent rentals of the saw. These are very popular and if it was in the yard then we would have rented it. Our manager did credit back one month charge as a good faith effort to start the resolution of this dispute. We have made calls to the customer to continue with resolution with no calls returned as of today (8/7/2013). I am confident in saying the saw was never returned. I am open to further resolution but I cannot consider the issue without their involvement.
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