ComplaintsforA to Z Rental Center

• Initial Complaint

  06/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had rented a strump grinder from A to Z Rental on 05/26/23 for the amount of $347.48. As I was using it on 05/27/23, the machine became damaged from going over a rock. I did call A to Z Rental to let them know and they stated that it happens all of the time. They told me I could get a replacement. I did bring the damaged machine back and they gave me a replacement. When the replacement machine was returned at the end of the day, A to Z Rental told me that I owed an additional $497.66 for the damaged parts! I requested all of the parts to take a look at them. In looking, I noticed that there were some parts that were not damaged. I did questions that, and they did agree with me but would not move on the owed price. I am not disagreeing that the machine was damaged and even offered to pay half. I believe that A to Z is taking advantage of consumers and would like someone to investigate. Thank you

  Business response

  06/24/2023

  **** *** **** *** *** ** ****** **** ********* ** ***** ****** ************ **** ************ *** ********* ** ******** ******** ************ **** ****** ** ****** ** ***** ****** ** ***** ******* ****** ***** ******** ******* **************** ********* ********* ******* ** ********** ******  **** ****** ********* ***** *****  
  
  Thank you for taking the time to communicate your concerns regarding final billing on your recent rental of a stump grinder (see attached “Rental Contract # ******). Please consider this A to Z Rental’s formal response to the above referenced complaint.
  
  Upon your report over the phone of the damage incurred to the machine, we did indicate that the type of damage described as being common, amongst both novice and professional users, due to the varying material composition of tree stumps, preparation thereof and numerous other factors. However, upon receiving and inspecting the returned unit we determined that the severity of the damage incurred to the cutter wheel components is highly uncommon.
  
  Due to the extent of the damage, and to provide you with the best customer service (to allow you to continue your job as soon as possible) we opted to provide you with a replacement machine, instead of having you wait as we performed the repairs.
  
  Based upon our mechanic’s visual inspection of the damaged components, as per the manufacturer’s (******* ************** ***.) explicit instructions quoted below, we replaced the damaged or compromised components (teeth, pockets, and bolts) as necessary to prepare the machine for safe operation. The components removed were discarded, only to be later retrieved and provided to you upon your request.
  
  The following Baretto Manufacturing’s recommendations on stump grinder tooth, bolt and pocket replacement as can be found online at: ********************************************************************** *
  
  “If you see missing teeth or broken pockets, immediately replace these parts. As this can cause premature wear to bearings and other essential parts.”
  “Due to the wear these parts are subjected to, we recommend replacing both LoPro bolts and pockets together.”
  Here is our mechanic’s summary of the damage and circumstances in which it occurred:
  “When cutter components on the stump grinder in question are damaged to the point that they are ripped-off of the 250 mph rotating head, the head becomes unbalanced and produces a severe vibration throughout the entire machine, which can be felt quite noticeably at the operator's station. The cutter wheel is comprised of 8 cutting stations. Each station has 6 separate components: 2 cutter teeth, 2 cutter teeth holders and 2 tooth holder mounting bolts. Every cutter station was damaged when the unit was returned.  The damage to each station varied from complete loss of components on some stations, to simple tooth damage on others.”
  
  Due to the hard cost of the cutter wheel components and our inability to forecast damage on stump grinder rentals, our policy is that the damage waiver we offer does not cover damage/replacement of said components. This is expressly stated on the original signed copy of the abovementioned rental contract. Due to this carefully thought-out policy, we cannot offer a billing adjustment in this instance.
  
              Sincerely,
  
                John R*****

  ***** ********

  A to Z Rental

  *** ********** ***  ***** ****** ** *****  
  
  

  
  

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