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Missed service due to a locked gate: Who covers the extra fee?

Marcus B.asked 0 viewsDelivery, Placement & ServicingMissed serviceTruck accessService visitPlacementMonthly rental

I have two standard units and one ADA-compliant unit on a six-week residential rehab in Chicago. The site is fenced, and the units are on level gravel inside the fence. The vacuum truck needs to pull right up to the gate. We forgot to unlock the gate for the service day, so the driver couldn't get in. The invoice now has an extra charge for the missed service. I always thought that was on the rental company, but they're saying it's my responsibility since the access was blocked. Who is supposed to cover that fee when the gate is locked? Does it depend on the contract?

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Luis A.Bozeman, MT

The customer covers the missed service fee when a locked gate blocks access. The rental company requires unobstructed truck access on the scheduled service day to perform pumping and cleaning. A blocked unit results in a missed service, and the trip is billed because the driver and equipment were dispatched.

Your contract likely specifies that you must provide clear access. Review it for clauses about gate codes, locked entries, or site readiness. Most agreements place this responsibility on the customer since the rental company cannot control site security.

For future service, ensure the gate is unlocked or provide a code if required. Communicate any access changes to the rental company in advance to avoid extra charges. Weekly service is standard for construction sites, but blocked access disrupts the schedule and incurs costs for the wasted trip.

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