Report: #1307181

Complaint Review: Casale Rent-All

  • Submitted: Mon, May 23, 2016
  • Updated: Mon, May 23, 2016
  • Reported By: C.P. — Ballston Spa New York USA
  • Casale Rent-All
    1641 Route 9
    Clifton Park, New York

Casale Rent-All Beware Casale Rent-All equipment eetering practices Clifton Park New York

*Author of original report: Casale Rent-All Beware Casale Rent-All equipment Metering practices Clifton Park New York

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I rented a stump grinder from Casale Rent-All.  I had the unit from ~11am on a Saturday to 8am on Monday morning.  This was considered a single day rental since they are closed on Sunday. Any time on the hour meter over 8 hours they will charge you for which is understandable. Imagine my surprise upon returning the unit and being told there were over 28 hours on it.  There was only 19 hours of daylight during the time I had the unit in my posession.  Without going into the horrible details of the entire return process(to be published on every social media avenue available), this resulted in them trying to charge me for an extra half day of rental. I tried to explain that the meter reading was incorrect and could not be accurate. They simply deduced that the key must have been left on and since they had no idea how long I really used the equipment they decided to charge me for an extra half day. I was honest and explained that I likely used the equipment for about 10 hours and would be willing to pay for the extra time(2 hours), but I was unwilling to pay for a half day just because their metering may be based on the time the key was on vs. actual Run-Time.  I tried to explain that it was silly for a company not to be utilizing a metering system that uses run current or oil pressure to accurately meter usage.  The salesperson then became aggressive and said that was their offer.  We argued considerably and was simply concerned about his position of how to explain away 28 hours on this piece of equipment.  He should have been concerned about wasting his customer's time, creating a scene in his store, losing repeat business and being fair to his customer.  I simply refused to pay for an extra half-day and so he made me wait another 10 minutes while he "looked at it again". He finally charged me 2 extra hours and then had the nerve to ask me not to return for future business.  No kidding. This was the worst customer experience in my 42 years, and I have observed it ALL being an Engineer in customer service for the last 20 years. This will cost them some business.  

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#1 Author of original report

Casale Rent-All Beware Casale Rent-All equipment Metering practices Clifton Park New York

AUTHOR: - ()

Owner was understanding of the situation and promptly replied to my concerns. Corrective steps were satisfactory.

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