COTTINGHAM TRUE VALUE HARDWARE

Friday morning I scheduled a rental for and excavator + trailer, over the phone. I arrived when asked to do so (Friday at 5:30 pm) to find that the excavator was not ready for pick up and there was no trailer available. I spoke with the owner to try and work something out. They still had the excavator on the delivery truck and I live less than 2 miles from their store. I suggested that if they drop it off at my house and waive the delivery fee that I would gladly come and rent the trailer when it comes back in and also rent a compactor if I could get enough done before hand. But I could only get to that point if I had the equipment. He told me he had no one to drive the truck. I asked him if he could drive the truck and he wouldn't give me a straight answer. I explained that I had chosen them over chain rental companies (to which I had also quoted and passed on) because I support local businesses, even though their rates were higher and they provided less time for the rental. I also explained that now all other rental shops were closed and I now I had a job lined up and no equipment. I buy from them at least once a month. I've bought tools, paint, stain, plumbing supplies. I rent a tiller from them twice a year ($50 each time).I've also bought 2 firearms, for combined total of $900. I gladly pay their higher prices to help them stay in business. I'm not saying I'm their biggest customer but I know I spend around 1k a year with them. That has been the fact for at least the last 10 yrs. I am 30 yrs old and plan on living in Alexandria the rest of my life. I have other projects lined up, including sealing a basement. This would have been over $1,200 alone, in their pocket. This incident has cost them a lot of my future dollars. There is a Home Depot only 5 miles from them, but I chose them because typically you equate small business with a higher level of customer service. That is what failed me. Not the fact that there was a mix up with the rental, but the indifference in helping come to a solution and ultimately service the customer. I walked out disappointed. I'm not saying I'll never step foot in there again, but it will definitely be a while. I certainly will be finding somewhere else to rent equipment from.