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What if the service driver shows up and our gate is locked?

Hector V.asked 4 viewsDelivery, Placement & ServicingMissed serviceService visitTruck accessStandard unitAda unit

We have a standard portable toilet and an ADA-compliant unit on a commercial site in Phoenix for 40 workers over 12 weeks. The gate is padlocked after hours and on weekends. Last Thursday, the service driver showed up at 7 AM but our foreman was running late. The driver couldn't get in, left a tag on the gate and drove off. The rental company says we still owe for the trip. Do we get charged for a missed service if the gate is locked? What's the standard practice here?

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Luis A.Bozeman, MT

Yes, you get charged for the missed service. The rental company bills for the driver's time and fuel for the trip. This is standard practice across the industry. The service contract typically states that you must provide clear truck access on the scheduled service day.

Your driver arrived at the agreed time. A locked gate prevents the service visit. The driver leaves a tag, and the company logs a missed service. You still owe for the trip because the driver performed the work of driving to your site. The cost of that trip is part of the service fee.

To avoid this, confirm the gate will be open at the service time. Give the rental company a code for a combination lock or arrange for a site contact to be present. For a 12-week project with 40 workers, you have the correct minimum setup according to OSHA 1926.51: one standard portable toilet and one ADA-compliant unit for the cluster. Just make sure they can be serviced.

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