Hi,
On the 18th of September we hired a JCB mini digger. I attended the store to provide the paperwork needed and provide payment. I was told not to worry about the deposit or payment at that point and that we would get a call.
After chasing several times we finally received the digger at 17:30, with no paperwork and asked to provide a cheque for £1000 to be held as the deposit. We were assured this would not be cashed as long as there was no damage etc.
On Saturday the 19th a track came off the digger and as the store was closed we could not get this resolved until 21st.
On the 21st xxxxxxxx store called to say the cheque would not be honoured by the bank which we explained it would not as the funds were in a separate account and as far as we were concerned the cheque was not to be presented. We again offered to pay by card and were told this would be dealt with until the digger was fixed.
The digger was fixed and while the gentleman was here we tried to make contact with the branch but as it was past 5pm we could not get an answer from the store.
My wife was informed today when she tried to again pay the deposit that the card was declined. Upon contacting the bank we have been told the card was declined and blocked since the store had tried to process the transaction incorrectly and this had raised a security check at the bank which rather than deal with the store had simply cancelled the transaction. After this the store called and told my wife that a chap called "Tony" was going to call to the house but they could not explain the reason for this visit. My wife explained that there was no point as, as we have explained several times we are not home during the week. Upon returning home we have found the digger bucket has been removed rendering us unable to use the item. Currently we cannot return the digger until a skip is filed and collected and we cannot have the skip collected until we have filled it using the digger. As an aside to this we have had nothing confirming to us (which we have requested several times) that the cost to us will be one weekends hire of £120 plus VAT and that as agreed verbally the digger can be collected on the 28th of September (due to the digger being inoperable last weekend and us being out during the week) In addition to this we have asked to speak to the store manager several times and been told that he is new and there is no point as he cant help us. I would also like to point out that the gentleman that arranged the hire and delivered/fixed the digger, I feel delivered above the level of service we should expect. It is the rest of the store that is letting your company down.
In summary:
The store have told us lies in respect of processing payments
Caused our card to be blocked by trying to circumvent the PDQ machine in store
Called my wife and told her to "expect a visit" but could provide no explanation
Despite us making every effort to resolve the situation we are now in a situation of the process taking all of us longer by someone removing the digger bucket.
I would appreciate your reply to our situation and your suggestions as to how best we resolve this as the store are consistently no help at all.
Kind regards
So, what reply would you expect to get of find acceptable?