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Business Profile

Photography Equipment

Lensrentals

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Photography Equipment.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/24/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    June 6 2024 I rented a camera and lens from LensRentals. There was an issue receiving the item because ot showed delivered on 6/22 but it did not arrive and *** has zero proof of delivery. The package did show up on 6/25 and I do think that issue was a result of *** but lensrentals was very difficult to work with and refused to rent me supplemental gear during that window of time that the package was not delivered. ALL of the rented items were sent back via *** on 6/27. A month later on July 24 I got an email saying that a cable and charger were missing from what I returned. I found it odd that they just were communicating this a month after it was returned but let them know that 100% of what we received had been returned to them. We have several of the same cameras & had no use for the charger. We simply pulled out the body (with a battery in it) and the one lens to take to the shoot, then put it all back in their case and returned the items. I let them know this and didn't hear anything else UNTIL TODAY, Christmas Eve... they charged my card $89 and sent an email saying it was because I never returned those items. This is absurd!!! 6 months after I rented it and 5 months since I replied to them and they charge my card!!! I responded and told them how ridiculous this was and that I was reporting them to the BBB for theft! I'm also going to leave negative reviews about their business to ensure others stay away from this shady company as well! I've never left a bad review but feel like others need to be aware of their unethical practices and horrible customer service!

    Business Response

    Date: 12/26/2024

    This was a mistake on the part of normal process not followed by an Employee.  We have refunded the errant billing from 12/24 this morning, 12/26, and our VP of Customer Experience emailed the customer personally.  He also applied a $300 credit to Customers ******************** Account if they should ever forgive us and try renting again.  Our sincerest apologies.

  • Initial Complaint

    Date:08/31/2023

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
     
    Complaint: 20546694

    I am rejecting this response because: The agent that I spoke with on September 30, 2023 DID as me "are you black " ? . This reply from business lenrentals.com DOES NOT contain the *************** of what was said. There was a total of ONE answered call from the business where I was in fact discriminated against. 

    Sincerely,

    ***********************im I did. He then told me to email the link to my profile. I also informed him I had my University email address because Im also a Graduate Student. He replied yeah sure. Shortly after completing that request I got an email informing me that my information could not be verified and that my order was cancelled. This is 100% racial discrimination and profiling and I want and answer to why a company is doing this? I am a software engineer. I make more than enough money to rent and buy this equipment multiple times . I merely want to rent it for an African Safari that I am going on next week. I am disgusted, disappointed and hurt that this racist behavior took place with lensrental.com. DISGUSTING

    Business Response

    Date: 09/02/2023

    Alexa, 

    After reviewing every call recording for your phone number and the emails for your account, I'm unable to find any reference by our team to race or ethnicity. During the call you referenced in your complaint, you provided an instagram handle and then the agent read the public description listed on the private profile. This description "Alexa ******************* ****** Software Engineer" was being used to confirm the correct account. 

    I am sorry that we were unable to approve your order but internal processes were followed. 

    Business Response

    Date: 09/02/2023

    After reviewing call recordings for all records for the phone number on record for the order ***********), two records were found. One of which was with an agent. The other was with our automated system where the caller hung up before speaking to someone. 

    The agent based call does contain questions to confirm identify with the customer. According to company procedures, we attempt to confirm identity via a secondary source to limit loss and protect potential customers against identity misuse. Work or school emails, social media profiles, and other publicly available information are part of this confirmation process. However, at no point during the call does the agent reference race or ethnicity. ***** (the caller) provides an instagram handle and the agent confirms they pulled up the correct private profile. I've included an automatic transcript of the relevant portion of the call below. The closest reference to ethnicity is the agent verifying verbally the description listed on the profile provided to confirm the correct account was provided. (The description from ************************************ ****** Software Engineer ????????? #Futbol??, #cafe ??#travel??#art ??")

    After review by several members of management, the order was unable to meet our standards for approval and was canceled as a result. The complaint contains incorrect information regarding the comments made by Lensrentals staff. After reviewing all contact, including email and phone records, no discriminatory comments were made. 

    Call Transcript starting at 1min 41secs
    1:41And if you have anything else maybe like an Instagram or ******** or anything like that, that would be super helpful.
    1:48 I have an Instagram. I don't have a ******** but I have an Instagram if you want.
    1:55Yeah, that'd be great.
    1:57 Ok.
    1:57 My Instagram is Miss Miss, oh like ***** A Lexatc. I have a private page. So if you need to send me a request, I can approve it.
    2:28 Ok.
    2:29 So would you mind?
    2:31 I think so the one I've got pulled up is I'm not sure if it is to say it says like ******** ****** software engineer, correct?
    2:40 Ok.
    2:41Got you.
    2:44 So, and do you do like software engineering for ******* or something or position title?
    3:22Yes.
    3:23Ok.
    3:27Awesome.
    3:28Yes.
    3:28So if you wanted to reply to that email, we sent you with a any links that you might have that might be helpful.
    3:35That's great.
    3:36I'll go ahead and let you go for now and if we need anything else I'll be in touch.
    3:42Ok.
    3:43Thank you.
    3:44Right.
    3:44You're welcome.


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