Complaints

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• Initial Complaint

  Date:06/24/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The last communication I’d had with Great Lakes, I was told that the video would be reviewed like I had requested. Great Lakes never followed up with me on what they observed on the video. I got a phone call from my mom claiming they blamed her for the accident which she was not responsible for. The fault lies with the employee trying to improperly load it from the front. So I filed a complaint. She also denies saying “it’s not a big deal”
  
  Sincerely,
  
  
  
  ******* *********

  

  Business Response

  Date: 07/01/2024

  Mr *********'s mother rented a 2 n 1 pressure washer.  Mr ********* refused to help her load it in the vehicle so one of our employees attempted to help her grip slipped.  I dont know if it touched the vehicle.  He left the property then called later that and said that it had left a mark on his vehicle and would be in to talk to the manager.  His mother returned the equipment, I explained to her that we watched the video and asked if he was coming in and she said "it's not a big deal".  There has been no addtional communication.

  

  Business Response

  Date: 07/09/2024

  To Whom It May Concern,
  I have attempted to attach a copy of the front and back of the signed contract and it has rejected twice. A signed copy of the contract is available upon request. 
  In the terms of the signed contract, under "LIABILITY", the contract states the lessor(Great Lakes Rental) is to be held harmless for any cost claims etc. related to the use, handling or delivery of the items.
  Under "LESSOR NOT RESPONSIBLE", the contracts again states the lessor (Great Lakes Rental) is not responsible for any damage caused during the transportation.
  That being said, we have in the past helped customers make repairs to vehicles on a case by case basis.
  In this case:
  1- Mr. ********* is not our customer, the item was rented by ***** *********
  2- Mr. ********* stood back with hands in pocket and let ***** with the assistance of our team member load the item. Mr. ********* offered no physical assistance or guidance as to how he wanted the item loaded. 
  3-Mr ********* called our 24-hour emergency number to ask who was going to pay for the repair of his car. Our associate told him that we would take a look at the car when Ms. ********* returned the item. Ms. ********* returned the item in another vehicle and Mr. ********* has never returned to show us the scratch. We typically do not review video and get back to people when it comes to assessing damage.
  4- While reviewing the video we see nothing that suggests negligence on the part of our team member and nothing that supports Mr. *********s assertion of a drop of the item.
  For these reasons we will not offer any assistance to Mr. ********* in the repair of his vehicle.
  
  *** ******** 
  Owner, Great Lakes Rental & Equipment Service

  Customer Answer

  Date: 07/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  1. Whether I was the person handing you money or not, I was involved in the rental. As a business your goal should be the satisfaction of everyone involved.

  2. Your depiction of me having my hands in my pockets is completely irrelevant and silly. As ***** would be the one helping me unload the machine, it was prudent to see if she could help load it to begin with. Also it goes without saying that it be loaded in a way that is comfortable for those involved and without damaging any vehicles. Something the employee should have been well aware of.
  

  3. I was told the footage would be reviewed and that’s how the call was ended. At to ***e did we discuss me returning with the machine. I was not contacted after the footage was reviewed. 
  

  4. I’m sure you don’t see something you clearly don’t want to see

  
  
  Sincerely,
  
  
  
  ******* *********