Melbourne Equipment Rentals Reviews

Submitted by Graham Woodland on 05/30/2024

3 Star Review by Graham Woodland

Update:

The company responded only after I left the review below. They refunded the additional amount that would have been due in the circumstances.

I'm happy with the outcome so I've come back to edit my review and increase the rating. It does seem like a long winded way to get an outcome though, so there's a lesson in customer service here somewhere.

Thankyou to Andrew from MER for finally getting things sorted.

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Original review follows
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I hired a scissor left from them on a weekly (5 day) hire rate. It broke down and was unusable for 1 of the 5 days.

I understand that breakdowns happen and they sent someone out to fix it the following day. My issue is with their customer service after the fact.

For illustration purposes let's say the weekly rate was $100 per day for 5 days, or a total of $500. For a shorter hire the daily rate would have been $120 per day.

I contacted them after the hire about getting a refund for the period where the machine was broken down. Since the machine was out of action for 1/5 of the rental period I paid for, common sense would dictate that the refund should be 1/5 of the hire amount charged, being $100.

But no, they would only refund the difference between the amount I paid and what they would have charged if I had hired the machine for 4 days at the higher rate, that amount being $20.

When I questioned the fact that they wouldn't refund me for the proportional amount their response was "but we've only charged you for 4 days, which would have cost you $480"

Despite the nice lady I spoke to on the phone saying she would check with some manager and get back to me, there was no followup.

This seemed pretty scummy to me and I wouldn't hire from them again on that basis.