Let me start off by saying I rented equipment from One Stop Tool Rental because they are a small business in my community (West Chester) with an additional location in Fairfield Township. The equipment rental is more expensive at One Stop Tool Rental than at (((REDACTED))) and some of the other rental companies, but I always try and support small businesses in my community. Something I shouldn't have done with this company and please don't make the same mistake that I have by renting anything from them.
I own a construction company that specializes in large loss insurance restoration (house fires, etc.) and we have done business with One Stop for years. I hate to say I have given them years of business, but I have. We never had an issue before this incident, but I just wish it would have happened when we first started using them so I wouldn't have given them all the business that I have.
I rented a bobcat and trailer, just as I had before, and they attached it to one of our vans. When we returned the bobcat one employee was disconnecting the trailer while another employee was driving the bobcat off. While he was driving the bobcat off the trailer, the trailer rolled forward into the van destroying both back doors and the bumper. The manager came out to assess the damage and told me to take the van to Lakota Auto Body for an estimate because that was who they used and they would take care of the repairs.
I was angry, but I didn't make a big issue out of it because accidents happen and I didn't want the employee to lose his job. Plus, they immediately appologized and told me they would pay for the repairs.
A little bit of time went by before we could take the van for an estimate. It is hard taking one of our vehicles off the road as we stay extremely busy. When our work load lightened up I took the van to the body shop and got an estimate. The estimate was for $2200 to replace one door, repair one door, etc. The biggest issue for us is that when it rains water comes in the back doors. I went to One Stop and they remembered me and the incident. I had also just rented additional equipment from them the week before. I got the run around from the manager on duty and he informed me if it were up to him he wouldn't give me sh*t (he actually said that) because people always try to get money from them for rocks being thrown from the road and stuff. I wanted to reach across the desk and choke this young punk, but I just kept my calm as he continued to cuss and inform me to talk to Fred because Fred was the one who said they would cover the repairs and Fred's management position was higher than his. Fred wouldn't be in until the next day, but he assured me he would email him and let him know his stance. What an A**!
I knew at that moment I wouldn't be doing any more business with One Stop because of the way I was treated, but I wasn't worried about them covering the repairs. I came in the next day and talked to Fred and gave him a copy of the estimate (remember this was where they wanted me to go). Fred started to give me the run around and said he needed to speak to the owner because they have it written on their rental forms they are not responsible for damage when loading and unloading equipment. I told him they explained that to me before, but do to the incompetence of their employees they were going to cover the repairs as this was not normal damage and they were completely at fault. I told him I own a business and if we damage a customers property, especially from doing something as stupid as they did, we cover the repairs. That's just business!
I left and he told me he would give me a call after he talked to the owner. At that point I assumed they were not going to cover the repairs even after telling me they would. I left laughing thinking these guys are idiots! They had to know that not covering the repairs would result in losing my business. I was thinking, I spend thousands of dollars over the course of a year at this company and they are willing to lose that for $2200. He called, guess what, "we are not going to cover the damage because it's written we are not responsible for damage on the rental agreement."
Fortunately, we don't need the money to repair the van, but it is the principle of the situation that leads me to my actions. Customer service and the satisfaction of your customers is something that so many companies seem not to care about anymore. They will lose way more money not having my business than correcting there mistake. I informed him on the phone they obviously lost my business, but I would also make it a point to take every avenue available to inform people how they do business. I also informed him that a verbal agreement in Ohio is binding and legal and that we would be filing a civil suit against One Stop. I will spend the money to make sure they do as well. Even if we lose it will cost them the cost of the repairs PLUS! We all need to stand up and make companies operate the way they used to. I do that in my business what makes all these other companies different.
Please, support this cause and do not rent anything from this company. If you do and they destroy your property, even from something as stupid as they did to me, they will not try and fix it. They will tell you to F*CK OFF just like they did to me!
Moral of the story...DON'T RENT FROM ONE STOP TOOL RENTAL you can get better service and cheaper rates from xxx's Tool Rental! (((REDACTED))) sorry, allowing you to give a competitors name would instigate others to just file against their competition, to only come back later to suggest their company your comments on this policy are welcome! CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.