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Reliable Rentals complaints

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7104 Boydton Plank Road
Petersburg, VA 23803 | Get Directions

(804) 732-5533

http://www.reliablerentalsva.c...

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Total Amount in Dispute:
$0.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Reliable Rentals closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Reliable Rentals

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8/1/2021

RESPONSE: Agreed to make an adjustment Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

7/12/2021

The equipment that we rented was not made available to us on the day we had scheduled with them to pick it up so we were not able to get the work done. They made a verbal agreement that we could get the equipment at a later date and that we would be allowed to upgrade to a larger peace of equipment due to the inconvenience of their mistake. When the time came for us to get the equipment they said they would not allow us to rent anything form them and they where not honoring the verbal agreement that they had made with us. Resolution Sought Want them to be honest to their Customers and honor/keep their word and not put false information on customers in their computer that they can't even explain to the customer. They told me I could no longer rent from them they were verbally rude and acted as if I did something wrong but said they had no explanation as to why or what their reason for refusing to rent to me was, this how they handle Business.

Company Response

7/20/2021

I have spoken to my front counter people and believe I have a full understanding of what occurred with Mr.Stephens. Mr. Stephens paid and was supposed to pick up and Trencher on 7/16/2020 (over a year ago), we have it recorded here that he did no pick that machine up and that we owed him credit for the rental of the machine, which he said he would like to apply to a future rent, (quite common in our industry). Whether it was our mistake or his mistake regarding that rental of over a year ago I'm not sure and can't prove anything undisputed so therefore it's simply his word vs ours on this fact, of why he couldn't pick up the trencher. Regardless we told Mr. Stephens that we would apply his credit to any future rents, if he wanted the same machine it would be free or we would apply the rent amount to a larger machine we would subtract what was owed to him. Mr.Stephens claims that someone here told him he could rent a larger machine which cost more money for the same price that was owed to them (not something we would agree to). If Mr.Stephens had proof of this I would be happy to honor it but that is not something that we would agree to and Isn't common practice here at our business, so therefore we were skeptical of what he was claiming. Mr.Stephens did visit our store quite aggressively and was very rude to our front counter employees, who he had spoken to on the phone and was rude there as well. We told Mr. Stepens that based on what we had on our computer and his behavior and attitude toward us we would happily give him his money back but choose not to do business with him anymore. We did refund him his money from a sale that was over a year ago which I feel is correcting the situation, and quite gracious on our part.

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