The manager CHRIS provided one of the worst customer service I experienced. We rented a sliding hammer in Bensenville for a project. Before I paid, I asked at least four times to make sure we can return anytime. The manager there said doesn't matter. We have your number on the system so you can return whenever including a few years if you needed it for that long. I thought that was great! So we tried to return it yesterday, which is a few months later, to the location by our house in Elgin. My boyfriend spoke to the manager and he pulled up all his information. The manager already looked disgusted. He told my boyfriend to not touch anything else, said now we need to clean it, don't go there, etc. When he saw the profile, he said no you can only rent for two weeks, after that you bought it so you can't return it. Then my boyfriend explained my conversation with the Bensenville manager. He then said no we don't but you can go back to them which was 40 minutes away. That was ridiculous since the other manager said you can return anytime to any location. My boyfriend left and told me that the manager was not wanting to deal with anyone and was very rude. At this point, I was really upset because that's not what I understood from Bensenville. I called the other Elgin location, Bensenville, and two others. They all told me that the manager was too lazy to process it and lied to you, but you can come here and we can take care of you. It took two minutes for Bensenville to return it! And at the point we asked him what's going on with this location and he said we're all corporate so that's a lie. I called and spoke to the manager Chris today and he said maybe it was me at first and that that was what HIS BOSS taught him! He then said I wasn't sure so I contacted my boss. So why didn't you tell us that?! Instead he has a disgusted face and just told my boyfriend no. He then went on and said it's not my fault I've only been here for TWO YEARS. What?! Two years and You don't know how your rental program works?!? Then he should not be a manager!!! At the end of the call he continued to say it's not his fault, He's only been there for two years, and that's what his boss taught him. Seems like his boss needs a demotion at this point too because other managers seem to know more if Chris is speaking the truth. If employees are that scared of customers right now, they should not be working or you should not be open for business. That entire interaction was very offensive. It wasn't like my boyfriend was coughing or sneezing and showing signs of illness. I'm surprised that that's how one of your managers behaved. Now I'm waiting on corporate's call for the complaint submitted. read more
