Longtime customer, incomplete rental, lost time, no make-right
I rented a dual-head grinder to prep a 1,000 sq ft garage floor. Carmel didn't have the unit, so they sent me to Westfield. Staff told me the grinder covers about 500 sq ft per hour. On that advice, I planned for three hours.
Reality: eight hours of grinding produced 300 sq ft.
I checked whether we had the correct heads. Carmel said the heads were universal. While rewatching the training video, I noticed the demo unit carried add-on weights. Mine had none. I called Carmel. They had the weights. I drove back, picked them up, and was told they would take a little off the bill at return and that a weekend counted as one day if returned first thing Monday.
With the weights installed, we did 700 sq ft in two hours.
At return, a different employee said there would be no relief beyond the one-day weekend charge. No acknowledgment that the original rental went out incomplete. No follow-through on the offer to adjust.
This isn't about the money. It's about the lost hours created by sending out a grinder without required weights, and the refusal to honor a make-right that was offered. I've spent more than 10,000 dollars at this location over the years under the previous ownership and they consistently made things right when something went wrong.
Bottom line: the equipment was incomplete, I lost time I will not get back, and the store chose not to stand behind the customer. read more
