ComplaintsforMidwest Rental Company

• Initial Complaint

  10/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  On 7/7/22 I prepaid 4 hour rentals for 4 devices to be used on 7/17/22. ($172.16)On 7/17 we used only 2 hours on the devices. They claimed they would refund the other 2 hour rental ( $84.00).On 7/17 they also billed my credit card for the 2 hour rentals on 4 devices ($89.55).The total owed to me is now $173.55 I have contacted ***********************, *******************, and ************************* by both phone and email in attempt to resolve this matter. Their response is that they do not owe any refund, or that they have double charged me. ****** did mention that they had a new rental system and there had been issues with duplicate billing.I did notice that the original reservation and billing was by simply book.meAnd the refund and duplicate billing were processed by ***** RentalsI have requested an In Person meeting to show what has happened with copies of all the documents that I have received, with there is nothing owed and a copy of their system form as the only response.Please help.

  Business response

  11/02/2022

  I havent talked to this guy before, however I did talk to the people who did work with him.

  
  

  Our website clearly states no same day cancellations, he booked our 4 kayaks on a Sunday so no one else could use them, showed up in person with one other guest, we have a 24 hour free cancellation and now wants his money back because he only used two? We would have been happy to refund him if we could have resented them. 

  
  

  Looks like the day he was in they had a miss communication when he explained fo an employee they only wanted two and we charged him again for the 2 kayaks, however we have record of that being refunded. 

  
  

  We have online ordering and waivers when you come in explaining the rules, very transparent small business, but just because his party didnt show up he wants to penalize us. Example, he cant go to a restaurant order 4 meals, eat two, then only pay for two. Just silly.

  
  

  Im happy to look into it further, and if I need to pay for him trying to hurt our business just let me know. I do have proof we refunded the first $80. 

  
  

  Thank you,

  ****

  Customer response

  11/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have the following response to the Midwest Rental Message from ***********************:
  I have email copies of messages with *********************** on 9/27/22, 8/122 (2 messages) and 10/3/22.  Each of my emails state that my Credit Card has not been credited for the $84.00 refund from my 7/8/22 payment that Midwest Rentals has indicated I should receive.  Citibank Mastercard has not received a credit and requires that the issuing Merchant prove transmission of the transaction from a valid financial institution.  The only proof Midwest Rental has shown is a screen print from their ***** rental system.  I have also requested in these emails that the erroneous charge dated 7/17/22 for $89.55 be reversed since I had prepaid these rentals on 7/8/22 in their Simply Book Me online system.  I have also left messages several times and have spoken to *************************** and ******************************* about this matter, both indicated that they would need to get back to me,neither have done so.  In my conversation with ******, he indicated that they had a new system and were having some billing issues with the automated billing.
  

  To clarify, I had rented and prepaid $172.16 for 2 SUP paddleboards and 2 Kayaks for 4 hours each.  I showed up with 3 other people and we were on the water for about 1.5 hours.  Since the weather was not conducive to a pleasant afternoon I asked if we could change our reservation to 2 hours for each item and receive a refund for the difference.  The woman that I spoke with said that was possible and she would change the reservation and issue a refund.  I received a refund confirmation for a $84.00 refund from the Midwest Rental system, which has not been received by Citibank.  In addition, I was charged an additional $89.55 on 7/17/22 at 7:15AM that I did not request the prepaid rental was for 11:00AM on 7/17.   It appears that the charge was automatic from the ***** system, not from the woman I spoke to on that afternoon.
  

  In my email to *********************** on 10/3/22 I offered to meet in person and go over the information I have and try to resolve this matter.  His response was the same as the others I had received a screen print from the ***** rental system that they now use showing a $84.00 refund from the 7/8/22 payment.  The $89.55 charge from 7/17/22 was not referenced.
  
  I am not trying to penalize or hurt this business.  I am only trying to get this matter resolved.  I have previously indicated that I am willing to discuss a solution that is acceptable to both parties.  I do not feel that my concerns are being addressed.  Put simply, I have been charged $261.71 for rentals that should have been only $172.16, (89.55 if the rental changed to 2 hours).
  
  Regards,
  
  *******************************

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