I am a longer term and loyal customer of Menards who has spent thousands of dollars purchasing supplies from your location at 2601 North Clybourn AVe., Chicago, Illinois 60614 over the past several years.
Today, Sunday, March 27, 2008, I went to that store location and purchased merchandise and supplies for further improvements I'm doing on my home. Because of the load, I went to the customer service desk and rented a truck. This isn't the first time I've rented a truck from Menards. The salesperson who rented the truck w to me was identified as Victor. Victor went over the rental contract with him explaining the time frames for fees and said that I should make sure that upon return of truck , it's filled to the level of when it was rented. I took the truck, made my home deliveries, and put two gallons of gas in the truck to replace what I used - I live about 10 miles round trip from the store. When I returned the truck, Victor inspected it, recorded the gas level and then asked me for gas receipts. I told Victor that I didn't have receipts but to please check the gas level on the truck. He said he did check and yes it was at the level of what it was when I rented it, but that I needed to produce receipts to prove that I had purchased the gas. I asked Victor was this a new policy as I've rented rucks from Menards for years and never had any trouble upon "proving" that I refilled the truck to the level it was when I checked it out. Victor ignored my concerns and said that unless I produced the receipts, he would have to charge me. I reminded him that when I rented the truck from him, his instruction was to make sure the gas tank was at the same level as it was when I rented it or I would be charged $4.00 a gallon. At no time did he inform me that I had to produce any receipts upon return of the truck. When I brought this to his attention, he told me to read the contract and demanded payment. He went on to say I had no proof that I replaced the gas used, even though I pointed out that when I returned the truck it was exactly at the gas level of when I rented it. This made no difference to Victor. He might as well called me a lier. I went ahead and paid the $2.97 under protest, but the money wasn't the issue. He alledged that I was lying.
I asked to speak to the general manager and Mr. Brummond Sanchez appeared and said he was the general store manager. I asked him if he was the general manager just to confirm and he said he was. When he heard my concern, he reinterated what Victor had said and furher added this was a new company policy. When I asked for futher clarrification as to how the mileage rate was cocomputed, I was told the vehicle gets about 15 miles to a gallon and although not said this way, alledged they prorated the fee based on actual mileage. The fact that I returned the truck with the same gas level I left with made no difference to him as well. Before I left the store, I asked Mr. Sanchez for his business card and when he gave it to me, it revealed that he wasn' t the general manager but an assistant general manager. When I asked him why he represted himself as the "general manager" he said "I am a general manager at which time I corrected him and told him that that wasn't what his card read and that I wanted to speak to the general manager of the store to register my complaint. It was then that I learned Mr. Bruce Cooley was the general manager. I later called Mr. Cooley and expressed my dissatisaction with how this situation was handled:
> mislead as to terms of gas refueling of truck
> misldead as to who the actual general manager of the store was
> was basically accused on not being honest and attempting to cheat the company out of $2.97.
>embarrased in front of my family and other customers
I like to think this was aboration, as to the poor customer service but I'm not sure. I asked that you please advise your customer service reps that not all customers are liars or attempting to cheat the company out of what's due. In this case, the company's policy changed as to gas mileage.
Product or Service Mentioned: Menards Manager.