08/23/2020
Hi, my name is Toni
This response might be a little long but it’s a must!
I’ve heard messages from friends that there was a dissatisfied customer posting harsh comments about this business. And then having friends post bad reviews as well.
Let me first apologize to this person that was unhappy & were not 💯% satisfied with our service.
Rafting the Flathead River!
We at Cloud 9 River Rentals truly do strive to make each customer feel welcomed, safe & satisfied with our services.
With that we have a list of procedures that must be followed to ensure the safety and well-being of EACH individual we serve.
In this particular case my customer did not return the rental as per agreed.
Prior to this, In kindness, I allowed them to keep the rental overnight “at no charge” but that it was scheduled right back out the following morning and MUST be returned before 8:15am.
They did not do this.
After multiple attempts by phone, I left the business, having to lock and leave. At 9:30am I head to their home to retrieve it.
Only it was not there, or in their possession.
The wife apologized and said she’d go get it, it was just down the street and that she’d go bring it right back. But, they did not.
In the meantime, while waiting I had to rent from another rafting company to cover for the loss of this one not being returned, “also not charging them for that one either”!!!
At 10:15 the trailer pulled in, only it was drug in with the trailer hitch down, causing significant damage to the trailer. I yelled for her to stop, she jumped out of the truck apologizing saying she didn’t know what she was doing.
No worries she said, my husband has the money and that they’d take care of it. She said she could not stay, she had to go to work. Just to call. I tried.
The raft also had been drug up by the D ring which tore, when latched to the trailer.
It was full of garbage, beer bottles, which are NEVER allowed, papers, popcorn, bottle caps & more!
So you can image cleaning fees,
D ring patch, repairs, shop rates @ $90hr, 2hr late fee, it came to $684, not 8 or 9 as some said. In fact, had I charged them for the loss of the rental, the raft I rented & the overnight fees it would have been over $1000 easily. But knowing the family had disabilities I tried to ease a portion of that burden. I feel I gave the best possible allowances to relieve some of that pressure.
After the totals, I called and called, but no answer.
I left a message and stated that we needed to talk, as there was significant costs.
No response from them at all that day. Shortly before closing I made the decision to charge their card which was also agreed upon by him in a signed contract.
He Was not and Did not take responsibility for this raft rental, that was sighed & agreed by him along with the care & protection of my equipment costing well over $5000
I did ONLY what was agreed upon and signed by J McDonald.
I just hope the lessons learned here will be a good reminder to do better & be better next time. Thank You for reading the rest of the story. Now you decide.
T~
