Complaint Review: RSC Equipment Rental

Timelineof events Futile Attempt to rent equipment from RSC United Equipment Rental, Fort Myers, Florida 2012

Reserved/confirmed two EU 2000 Honda generators prior to my event on February 25th and 26th 2012.Called RSC two days before my event to confirm that the generators would be ready for pickup.

I was advised by the person answering the phone in the Fort Myers office that they had been trying to contact me due to the fact that they had given the generators that I had reserved/rented to Disney World for an Orlando event.  I eventually spoke with Danny at this office who informed me that I was, not a big enough customer for them to worry about.

I voiced my disgust with the local office and phoned the RSC regional office to lodge a complaint.  I also posted on the companys website during this time.

Received a phone call from John Wacker, who advised that this is not the way that RSC does business. 

He further related that he was planning on purchasing two brand new Honda generators to meet my needs.  He stated that he would contact me that evening or early the next morning to confirm this.  I never received any return phone call. 

Late in the morning, on the day of my event, I phoned John Wacker to advise him that I had never received the phone call from him that I had been waiting on.  He related that He spoke with Danny at the Fort Myers RSC office who advised him that all my needs had been met.  It appears that this employee has again outright lied to Mr. John Wacker because the conversation he described NEVER took place. 

Mr. John Wacker again apologizes for the deplorable customer service and stated that his employees only get one chance to lie to him and that this individual had used up that opportunity. 

I called the Fort Myers RSC office immediately following this conversation with Mr. John Wacker and asked to speak with Danny.  Danny advised me that he was on the other line with Mr. Wacker and that together they were coming up with a solution to again attempt to fulfill their contract with me.  I waited 3-4 hrs before again phoning the Fort Myers RSC office at such time Danny advised me that he had no intention of helping me.

I left a voice mail for Mr. John Wacker again voicing my disappointment and that his attempt to assist me, while admirable, had only served to worsen the situation. 

If I owned and managed a rental company, I would attempt to hire and retain people that could do more than answer the phone and promise people equipment.  I would imagine that the key to running a successful equipment rental company is to actually be capable of renting the equipment to the customer as promisednot just take the reservation.  I was able to successfully navigate my scheduled event, in spite of the repeated pitfalls and roadblocks created by RSC United Rental!