Went to this place because they had the best prices around, had no trouble ordering the Bobcat. We asked for it to be delivered at 4pm, they said okay but they might be there a little earlier so please make sure someone is home earlier if needed. My husband left work early to be home for them, they called at 3:35 to say they were leaving for our house, didn't get there until 35 minutes later (only takes 10 minutes) and by the time he left it was 4:30.
It was a 24 hour rental, he used it until 8:30 that night and started again at 8am the next morning trying to finish the project by 4:30. At around noon we had to call them because the emergency brake was stuck and the tech gave my husband a hard time for even using the emergency brake - made a statement like "I wish people wouldn't touch it, it always gets stuck, why are you even using it" -- we were using it becasue we were on a hill and that's what it's there for.. to stop the machine from rolling down the hill.
My husband started the last part of the project around 2pm, knowing he only had about 2 hours to use the augur we rented to drill a bunch of deep holes. The guy came to pick the machine up while my husband was still working on a hole and he (Andy) offered to help my husband with that hole, which was nice of him, but we thought it was just because he wanted to speed the process up to take the machine. After the hole was done, he loaded the machine and left. My husband was disappointed becasue he still had at least 1 more hole to go, and now he was going to have to do it by hand.
When he got in the house, he realized it was only 3:30pm, he should have still had 45 minutes with the machine. We called right away to complain and was told we could either have the machine back a different day or get a partial refund by a manager (Shawn). We needed the hole done ASAP so said we'd just take the partial refund. A week later, no check in the mail so I call and they said they decided not to give us a refund because the guy who picked up the machine (Andy) said we were done, and didn't have any more holes to do (how he'd know this, I have no idea).
I said you decided to not issue the refund and not even bother calling me? Went into the story about how we were not done, he came 45 mins early etc. Shawn put me on hold and Andy picks up and starts yelling at me for complaining about him, how we told him we were done so he took the machine, he even helped my husband dig the hole he was on etc, swearing at me, being very rude and telling me the guy that offered the refund wasn't even qualified to do so, in which I replied well that's ridiculous please put him (Shawn) back on the phone.
Shawn picks up and pretends he doesn't even know that Andy was talking to me even though I can hear them talking about it in the background, making fun of the conversation. After re-hasing everything again, he says he'll issue the refund and I should get it by the end of the week, I thank him and hang up.
I call back 4 days later, still no refund. He says their boss decided that I wasn't to get the refund, again, and that they tried to call me. I assure them I had no missed calls or voicemails from them. He says their guy (Andy) is adamant that we were done and therefore don't deserve the refund that was promised twice before and tells me new information that their policy is that they pick them machine up 24 hours after the timstamp on the invoice. So the timestamp on the invoice is 3:22 even though the guy called and didn't even leave until after 3:35 and wasn't firmly in my driveway until 4:28 -- I asked how that works, what if he gets stuck in beach traffic for an hour, that's unfair and why is he just NOW, 3 phone calls later telling me about this "policy", and if this is their policy, he should have told me at our first conversation and we wouldn't have gotten this far, I would have had to accept it, but instead, he promised a refund, twice, and then "changed his mind". I told him I wanted to speak to his boss, who he said was Rich, and wouldn't be in until Monday.
Today is Monday, I called, explained to Rich the situation calmly, no swearing, asking him how he'd feel if he felt he was jipped and was promised a refund twice, and then they took it back he said he "completely understands how I feel because it happened to him before" -- which I have to doubt, but okay. And argued over and over that I didn't deserve any partial refund because we were done, I told him he wasn't there, why is he taking his employee's word over ours, an employee mind you that yells rudely at women for no reason, and why would I be fighting so hard if this were untrue? He became agitated and rude and hung up on me, though I was calm during the entire conversation, though I will admit with Shawn I did get extremely irritated a few times.
So now we sit, with no refund that was promised, and a company with at least 3 employees who think they can badger, harrass and berate their customers and don't stick by their word. I just feel that if his manager offered the refund - then they have to own that, and pay the refund, if he wasn't allowed or needed to check with his boss first, then he should have done that before he told me I was getting it, twice, but because he didn't, that is owed to us and at this point, we really feel as though we deserve it.