ComplaintsforBEi Supply and Rental

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited this business, which advertises open to the public, to see if a concrete buggy would work for spreading mulch, specifically would it be able to climb a hill in my backyard. I showed a worker a picture of the hill. We've talked about how I would have to be careful in the right way to climb it. Not straight up in. Not in the direction where the equipment May roll over. So I went to pick up the equipment, brought it home and before loading it with anything. I took it into my backyard to see how it worked and to make sure it would work. The vehicle had trouble traveling over flat ground mulch. It kept getting stuck. So I backed up. Went around the mulch bed and it slipped on the grass. That is the tires were slipping so it didn't get traction. I positioned it to go up the hill and it couldn't even come close so it was slipping on the flat ground and there's no way it was going to make it up the hill. So I loaded the equipment back up on the trailer and took it back. I expected a full refund. I didn't use the product. I told him exactly what I needed it for and it didn't work. They're the professionals. I'm a consumer not a landscaper. So the boss who I guess needed to approve the refund just laughed at me and told me how this is how they do it in a rental business as if that had any relevance. He said well look all this money I'm going to give back to you. This is what we'll do to make it right. Of course they're giving me back my deposit, nothing else. I returned it within an hour of taking it. I never used it. Why would they not give a full refund on something like this when they recommended that it would work for the specific purpose? I told them what I needed it for. He said that's how it's done in the rental business and he laughed at me. I said well I'm going to make sure to leave you a Google review and he laughed at me and said how he loves to get feedback.

  Business response

  05/09/2024

  Mr ***** contacted our company and inquired about renting a power concrete buggy and a trailer.  He was quoted the cost and details by ***** ******** - an employee of 12 years and a very experienced rental clerk.  He then explained to her that he was not using the concrete buggy for concrete, but he wanted to move mulch in his yard. She told him that while a few people have used concrete buggies for moving mulch, that is not what that machine is intended for.  She suggested he visit our location in person, speak with our rental manager and take a look at the various items we have available for rent.

  He did pay us a visit and spoke with our rental manager, ***** ******** - who has many years of equipment use, specifically in landscaping.  ***** showed Mr ***** the power buggy as well as a mini track skidsteer - and while ***** agreed that he could use a power buggy for moving mulch, he never guaranteed success or completion of a job.  That is something we have never done, and we never will. 

  Mr ***** then showed our rental manager pictures, and it should be added that ***** noticed in his photos that he had hills to climb.   ***** told him that if he was taking mulch up a hill - he would need to walk the power buggy up the hill (not stand on it) and then spread the mulch.   ***** also offered him the option of a Mini track - which is probably the better option for the job he wanted to accomplish, but Mr ***** said he did not want to spend the money on that item (it is more expensive).   ***** then allowed him to turn on the power buggy and showed him how to operate it at our location.  

  Mr ***** is able to rent any equipment he wants, as all our customers have to decide for themselves on what equipment they need to accomplish their own home projects.  With that in mind, Mr ***** was looking for the cheapest option and we have no way of knowing if Mr ***** followed the instruction of walking the power buggy up the hill with the mulch or not.  As for suggesting what to rent, ***** could only go on what information Mr ***** provided, how much money he wanted to invest in the project, and offer suggestions.  ***** at no time or point - ever guaranteed or told him that his job would be a success - as we are in the business of renting equipment - we are not in the business of confirming job completion.  
  

  Mr ***** returned on Monday, the 6th and rented a trailer and the Power buggy for his job.  He checked it out at 7:35 am  and returned the item at 9.36 am.  Upon returning the item to us - he complained that it did not work for the job he intended to accomplish. He was rude and he demanded his money returned from the rental staff.  ***** asked him at that time if the machine was operation correctly, he said yes, but it could not climb up his hill.  

  He approached front counter and demanded a "full refund".  Our cashier also asked if there was a problem with the machine.  He said the machine works fine but  "it didnt do what I wanted it to do, therefore, I demand all my money back".  She explained that job completion is not grounds for a refund.  He then walked into the owners office without consent or announcement and demanded that the owner refund his money in full.  At that time, *** ******* stood up, and escorted Mr ***** out of his private office and up to the front counter.  *** explained that the machine was clean and in good working order when Mr ***** rented it and that he would only charge him the minimum.  Mr ***** continued to argue with Mr ******* that BEi owed him money simply because he could'nt do his job.  *** told him he would not refund his money as he took our equipment off the property for two hours and therefore he would be charged the minimum rate.       

  His total charge for the two rental items was initially $251.56 - This charge includes everything - the two items, deposit, damage waiver and tax. 
  

  He was refunded $150.63 - in total, upon return.  This is the charge for renting equipment and returning it within 4 hours.  

  Bottom line is that Mr ***** was attempting to intimidate our staff with his rudeness and most likely he was not able to complete his job because he was probably not using the item as instructed by our staff.  We are also not able to determine conditions that are subjective, ie.. wet grass, incline etc.. 

  Lastly, it should be known that BEi has survell***ce video of both Mr ***** at the front counter being rude and attempting to intimidate our staff, as well as him in the yard operating the power buggy with *****.

  Ive attached the rental contract for review as well as his initial charge and his closing charges. 

  R/S

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

  Vice President - ******* Enterprises, Inc, dba BEi Supply and Rental 

   

   

   

   

   

   

  Customer response

  05/15/2024

  I appreciate the business taking the time to respond, and I cannot confirm the name of anyone – they do not wear name tags and I don’t recall anyone introducing themselves. I do find the response to be unsatisfactory and unacceptable. I think most businesses in this situation would refund the money as a matter of great customer service. Here are my corrections to what they have said, leaving out some extraneous information:
  
  Mr ***** ….. inquired about renting a power concrete buggy and a trailer… He then explained to her that he was not using the concrete buggy for concrete, but he wanted to move mulch in his yard. She told him that while a few people have used concrete buggies for moving mulch, that is not what that machine is intended for.
  
  Actually, I called to rent a power wheelbarrow if such a thing existed, explained what I wanted it for, moving mulch including up an incline, and it was suggested a concrete buggy would work and I could come in and check it out.
  
  He did pay us a visit….***** showed Mr ***** the power buggy as well as a mini track skidsteer - and while ***** agreed that he could use a power buggy for moving mulch, he never guaranteed success or completion of a job.  That is something we have never done, and we never will. Mr ***** then showed our rental manager pictures, and it should be added that ***** noticed in his photos that he had hills to climb.   ***** told him that if he was taking mulch up a hill - he would need to walk the power buggy up the hill (not stand on it) and then spread the mulch.   
  
  Actually, he showed me two power buggies – not a skidsteer, which I don’t even know what one looks like – and he showed me how the buggy worked and let me try it in the parking lot. I explained the only reason I was looking to rent one was to deliver the mulch to the top of a hill in my backyard and I tried to explain to him the incline – he asked if I had any pictures and I brought one up on my phone. He said it shouldn’t be a problem, but that I wanted to be careful not to go up at an angle where the machine might rollover – so not necessarily straight up, but not too sideways. That made sense to me.
  
  ***** also offered him the option of a Mini track - which is probably the better option for the job he wanted to accomplish, but Mr ***** said he did not want to spend the money on that item (it is more expensive).   ***** then allowed him to turn on the power buggy and showed him how to operate it at our location.  
  
  I don’t remember anything about a mini track – I don’t know what that is – he did mention there were other options that cost twice as much and I wouldn’t have to shovel the mulch in, and I said that I did not want to spend more than the $115 the buggy and trailer would cost, that that was probably more than I wanted to spend. I let him know that I wasn’t concerned about shoveling mulch. He was very professional and helpful.
  
  Mr ***** is able to rent any equipment he wants, as all our customers have to decide for themselves on what equipment they need to accomplish their own home projects. 
  
  Their sign plainly states open to the public – I found that inviting as I was not a professional landscaper, and I think that was apparent to everyone there. I came in for advice and to see if they had a solution that would fit my budget – I relied on their professional experience.
  
  With that in mind, Mr ***** was looking for the cheapest option and we have no way of knowing if Mr ***** followed the instruction of walking the power buggy up the hill with the mulch or not.
  
  I do not remember suggestion of walking the buggy up the hill – but that’s irrelevant – the buggy could not travel across a level mulch bed to get into the backyard, so I drove it around the bed onto the grass and the tires could not get enough traction to even make it to the bottom of the hill. It was obvious to me that this would not work for my project, so I loaded it back onto the trailer – took a long time to secure as the strap buckle seemed to be broken – but finally got it loaded and returned it.
  
  Mr ***** returned on Monday, the 6th and rented a trailer and the Power buggy for his job.  He checked it out at 7:35 am  and returned the item at 9.36 am.  Upon returning the item to us - he complained that it did not work for the job he intended to accomplish. He was rude and he demanded his money returned from the rental staff.  ***** asked him at that time if the machine was operation correctly, he said yes, but it could not climb up his hill.  
  He approached front counter and demanded a "full refund".  Our cashier also asked if there was a problem with the machine.  He said the machine works fine but  "it didnt do what I wanted it to do, therefore, I demand all my money back".  She explained that job completion is not grounds for a refund.  He then walked into the owners office without consent or announcement and demanded that the owner refund his money in full.  At that time, *** ******* stood up, and escorted Mr ***** out of his private office and up to the front counter.  *** explained that the machine was clean and in good working order when Mr ***** rented it and that he would only charge him the minimum.  Mr ***** continued to argue with Mr ******* that BEi owed him money simply because he could'nt do his job.  *** told him he would not refund his money as he took our equipment off the property for two hours and therefore he would be charged the minimum rate.       
  
  I’m not sure who supplied the quotes here – but the description is off base and the quotes are inaccurate and misleading. I returned and let the front desk person know that it did not work for me and I requested a refund. I was told I would have to talk to the boss – and they told me where he was. I went where they guided me, the door was open so I stood in the entryway and asked who the boss was – the boss joked it was the lady sitting there and then I explained to him what the issue was. I let him know I would like a refund – he told me to park the trailer and come back up – which I did. When I returned to the front desk, he let me know what he was going to do for me – refund $100 or so and I would only be charged the minimum. In effect, he was charging me for the full 24 hours and refunding my deposit, keeping the damage waiver; I would note that the damage waiver was never mentioned before I went to pay for the rental – and may have dissuaded me from renting as it’s hard to justify spending that much money – ($153 instead of $115 as quoted) for what I was using it for – but it’s a great tactic not to mention it as many customers, me included, will at the point of paying just pay it instead of backing out – and of course the damage waiver is 100% profit.
  
  
  Bottom line is that Mr ***** was attempting to intimidate our staff with his rudeness and most likely he was not able to complete his job because he was probably not using the item as instructed by our staff.  We are also not able to determine conditions that are subjective, ie.. wet grass, incline etc.. 
  
  Yes, it was morning so the grass probably had dew on it. It was the boss trying to intimidate me – laughing at me and saying, when I explained why I thought I should get a full refund – that this is the way the rental business works. I was upset – and probably the only thing I said that could be considered rude was that I was planning on leaving a google review – which he found funny and said they love to get feedback. Ha ha.
  
  Lastly, it should be known that BEi has survell***ce video of both Mr ***** at the front counter being rude and attempting to intimidate our staff, as well as him in the yard operating the power buggy with *****.
  
  Great. So that would show how the boss treated his customer. Even better if they have audio – let’s hear it -- who was rude and who was trying to intimidate whom. Did I charge into his office unannounced, or did a staff member point me in that direction letting me know I need to talk to the boss?
  
  To summarize
  I need to deliver mulch around my yard, and my reason for renting equipment is to help get it up a hill in my backyard.
  We can rent you a concrete buggy that might work – it’s $115 w/ the trailer.
  Showed pictures of the hill just so we were all on the same page. Just be careful not to go up too sidways as the buggy could rollover.
  AT checkout $115 becomes $153.
  Buggy could not even make it across a flat mulch bed or flat grass in the backyard (this was done w/ it empty as I wanted to test before actually using it).
  Returned and asked for a refund – their suggestion of using the buggy did not work for me.
  Boss has attitude, laughs at me and tells me no, that’s not how the rental business works.
  
  Perhaps the Boss didn’t realize the full story, and now having it documented he would agree to refund the money. I would appreciate that.

  Business response

  05/23/2024

  ******* ***** rented our equipment - a power buggy and a trailer - he returned it in under 4 hours - so he was charged the minimum, so in his response that he was charged in full, is completely false.  That should state something about his character right there. 

  The minimum on that rental (under 4 hours)  is 85.00 for both the buggy and trailer, the DW is 10.20 and the tax is 5.74.  His total was $100.94.  We are NOT refunding him anything more, simply because he could not complete his job.  That has nothing to do with us. 

  I will state once again, we are not responsible for the job that he needs to complete or is attempting to complete.  We have no proof that he did NOT complete his job.  We have no proof the he even knows how to use the equipment that he rented from us.  We simply rented him equipment that he chose for a job he wanted to complete. 

  Nobody here laughed at him and he took up alot of time with our staff, asking questions, getting instruction on how to use the equipment, obtaining pricing etc.  We did not charge him for that - we charged him for the equipment he took off my property, under contract.  If he were to rent a car from a vehicle rental location and did not use it, they would charge him for the time that he had his car.  Its not rocket science. 

  This matter is closed.  I do not have time to entertain this man and his lack of skills with rental equipment 

  R/S

  *******

*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. ↩