Chiu Lisa

Review of Vans Equipment Co

We rent their excavator for a week and expecting t...

We rent their excavator for a week and expecting to pay the amount as listed on their website and delivery. We asked carefully about how the one week time count in the phone and got the reservation done. The sales Lance sent an confirmation email attached with a page listing the equipment, fees, and some general regulations when using. The credit card was charged at that time.
After a week when the machine was brought back, we received another invoice which showing $200+ extra cost we need to pay, as we were charged by 45 hours of machine running. We called and the sales said the listed rental is for 40h a week & 8h a day machine running time which was not mentioned on the phone nor in the email. The sales claim it is at the back of contract that customer signed when they deliver....
The way Lance the sales told me the fee charging rules is like this is the industry common rules, how would you don t know about it? , and it s customers responsibility to read through the contract at the delivery .
I really disagree about the way they (or just this sales) do business for two points:
1) what s so difficulty to mention to the customer about how the fee would be charged on the phone and/or email if differ from standard rate listed?
2) how would a business expects their customers to read through the contract and decide if agree or reject it at the time when a huge machine already delivered to the site standing in front?
I hope this is not the company s attitude, but only the sales s!