Jason S. on Insider Pages
9 years ago
01/18/2012, 17:37 PM
Confederacy of disorganized knuckleheads
The worst rental experience I have ever had. We rented snowboards and gear for our family of four and bought extras like goggles, sunscreen, hats etc. Out of all the equipment we rented we had one pair of boots that were just too worn. As soon as we got up to Sugar Mountain and started, which meant driving up to the parking area and taking a bus the rest of the way up, my son tightened the metal sinch on his boot and it popped. Rather than have him board on broken equipment all day or busing it back to parking then driving back to the store, we rented a pair of boots at Sugar Mountain. I noticed that the boots we rented at Sugar were much newer and in much better shape.
Later in the afternoon when I returned the equipment and requested a refund for the failed boots. I was told that they did not offer refunds. I informed the clerk that this was failure because the boot was very worn and that I lost a good bit of time getting my son set up with new boots at the resort. I figured I had simply lost the valuable time going through the rental process all over again because Extreme had failed to replace a worn part but the least they would do is refund the money for the boots we couldn't use. I asked to speak to the manager. Soon, multiple employees were coming out to confront me. I was amazed that these people were going to fight me over $14 rather that apologize for the inconvenience. I had shown up in a small town to spend a good deal of money on a day trip and was just surprised that I was not afforded a little more respect. As I grew impatient, I was confronted by a confederacy of disorganized knuckleheads who could not fathom that I would not bite the bullet and go ahead and pay for their failed boots. These kids working this store were all born at least 10 years after I rented my first skis but were focused on their policy that "the customer is wrong".
One said that I should have brought the boots back down the mountain to them when it happened, a teenager named Cruz was gracious enough to inform me that their equipment doesn't wear out and that my son must have broken it. This obnoxious kid actually had the audacity to tell me that I should have been charged for the boots and that he was doing us a favor by not doing so. Another said that if I had called they would have delivered a boot to us on the mountain. I was informed that the manger (I believe it may have been a Ms. McGraw) had been contacted by phone. She would not authorize a refund and they had called the police. I can't imagine any of the people being pleased if they were in my position and being charged for something that they were unable to use and then being blamed.
As a business owner who serves the public daily, and treats customers like gold and I am just disgusted and amazed by this place. Ironically, we had a meeting with our employees the week prior and customer appreciation was the topic.
It was the principle of the matter. This was obviously not something we had abused or broken. This was a worn part that had needed replacing prior to our renting it, a worn out metal cable that popped from a lots of use. The right thing to do was to refund the money we paid for the boots that failed. When they refused again I told them that I would inform the hotel staff where we were staying that they should not recommend their store. This is when the young bearded buffoon got ugly. He loudly stated: "Your word aint s**t in this town, we know all the hotels and they love us!" I was stunned at how ugly things had gotten over $14!
I took out my camera to catch what I could of the circus we were in. I realized of course that these were poorly trained employees in a badly managed store and that they simply did not get it. They had been trained to rent the equipment until it wore out and then blame the poor people it gave out on and charge them for it!. I later receive a call from the GM who was arrogant and just wanted to divert to my camera use. She said that I had broken the law filming in her store and could care less about the real issue. Ironically she informed me that the I had been filmed on security camera during this exchange. I pointed out that it was a bit ironic that she had called to tell me that I was breaking the law by turning my camera on while I was being filmed but she was incapable of comprehending this.