This place could be great, except for one employee. I didn't even catch his name because he refused to listen to my question for even 5 seconds. First, let me say that there's a guy named Chuck there who's great. He's an excellent customer service professional and I really really wish he'd been the one to assist me instead of the other person, whoever he is. I rented a sod cutter from Chuck on a Friday. Chuck was great and it was an excellent experience. Used the machine all day and called them to pick up. Chuck answered again and said they didn't have time that evening, but would pick it up Sat am. He told me I'd already paid and just needed to have it ready in the morning, no problem. Sat am they picked up and everyone was happy.
I WAS a happy customer and ready to keep renting from Aztec. THEN...I saw an additional $9 charge on my credit card from Aztec. I wasn't overly concerned about it, but did want to know what it was, so called Aztec the following week to inquire. Again, this was NOT a big deal at all. I was not contesting the charge or complaining in any way, I was just going to ask what the $9 was for.
UNFORTUNATELY, Chuck did not answer this time, some idiot did. Before I could even ask my question, this guy immediately stated he did not have time to address any billing questions and to call back. Oookkaayy, I can call back. I do understand that people get busy, I myself an very busy. Anyway, I called the next day and again got the same guy, same BS. As soon as I tried asking him the question he cut me off to say he's too busy to look into a billing issue and that he'd call me back. I told him I'm also busy and really didn't have time to keep wasting. I'm also not contactable due to where I work, but he was too busy to listen for even a few seconds and just kept telling me how busy he was. This, of course, was really starting to piss me off so I told him I'd just contest all their charges with the credit card and be done with it. Again, all I was going to ask, had he let me, was what the $9 was for! That's literally all I wanted! This guy was a total failure of customer service in every way!
Anyway, Chuck ended up calling me later that day and told me the $9 was for an equipment protection plan. I did not know that, but it was fine with me. AGAIN, it was NEVER a big deal, I just wanted to know what the $9 was for. Had the other guy given me the time of day to ask, he probably could have simply answered the question and everyone wound have remained happy. Instead his ineptitude lost a customer, over $9! Chuck tried apologizing, but he didn't quite seem to understand the problem. The charge was NEVER the problem, it was the guy on the phone.
Aztec, you're a great place, but this guy, I'm sure you know who he is since him and Chuck are the only ones answering the phone, lost a repeat customer because he's apparently too busy to let a customer get a word in edgewise. I'm a manager and would fire someone who's losing me business. Chuck can't do it all by himself.
A properly trained customer service pro would have fielded the question; then, if too busy to provide an immediate answer, simply ask for the best means of shooting and answer later. Then, of course, actually following through. It's not hard, some people just aren't trained I guess. read more
