Dear current or former American Rental Association Member. In most membership organizations, "ALL" members have the right to comment. It has been almost a year since an ARA Staff Vice President attacked our 60 years of ARA membership on the ARA-sponsored social media site.
Rob Leiser, I'm getting tired of your complaining. You should understand why this happened. You are no longer a full-time rental operator. That is what ARA insurance is designed to support, including small ones and well-thought-out and experienced start-ups. You know that it doesn't make sense for a member-owned insurance company to insure everything that calls itself a rental company. Part-time rental companies are incredibly high-risk. This equipment can and has killed people. Part-time rental companies are not worth the risk.
His researched comments about single-location, family-run general rental stores disparage a significant portion of the American Rental Association membership. His post was allowed to remain on the ARA social media site. When I commented on his rant, my access to ARA Social Media sites was blocked. For the last year, I have asked, 'Why?'
Why was I banished? It was to inform a new member that ARA insurance was specifically established to cover smaller renal stores. How do I know this? My Father assisted in the discussions. The history of ARA Insurance can be found in the book "American Rental Association 50 Years of Progress."
We have likely all had an employee act inappropriately towards a customer (member). If it happened in any of our stores, that staff member would be disciplined and likely walk to the parking lot. With a lifetime of experience in the American Rental Association and as a past member of the ARA of Pennsylvania Board, I knew the ARA would promptly handle this issue. I sent the social media director a message through the American Rental Association Website. I was surprised that no one responded for a few hours. A week later, I had forgotten about it. Three weeks later, I was disturbed about the lack of response.
On October 24, 2024, I emailed my ARA representative, the Region Two Director, Brian Richardson. He promised to investigate it; however, Mr. Richardson passed the buck and disappeared. Since then, I have been banging on the doors of ARA Board Members, paid Staff, and ARA CEO Tony Conant, and no one will answer that one Question.
I sent three letters to the CEO, and he didn't have the decency to respond to his Vice President's social media attack. A year ago, an ARA Insider posted disrespectful comments on social media. Today, Mr Conant, Mr Pederson, Mr. Richardson, and Mr. Showalter own that paragraph. The Board of Directors and the CEO decided that the best response was to ignore me, and that I would eventually give up.
My passion is fixing things. A broken trade group is just like a broken toaster. You figure out what's wrong, why it broke, and how to fix the problem, so it doesn't happen again. The issue I found with the American Rental Association is that, without open elections, they keep replacing the weak link with a weaker one.
This story was never about me. I have had a very successful career as a neighborhood general rental store owner. This is for the dreamers and back-alley rental operations, looking to become legitimate members of the rental community. I want to see these people succeed. I want them to have the same support as my Father found in the American Rental Association in 1960.
I have put the details of the last 12 months into a story. It is on my Blog. Over the past 60 years of my involvement with ARA, I have established numerous contacts. The story is now circulating.
Who am I?
My Father attended his first Rental Show in 1960. After returning, he opened Bethlehem Rental Service. The rental store located next to our Garden center was stocked with his camping gear and some old trucks. My first of over 40 rental shows was in 1970. Since then, I have attended dozens of local and regional events, served on several terms on the ARA of PA Board, and served a term as President of ARA of PA. I have attended the ARA leadership conference, and my wife was active in the ARA Caucus. The number of Rental Store visits I have made tops 100. The ARA once labeled my peers in the rental industry as the "Next Generation." We watched our parents turn a dream into reality, one tool at a time, and grew up in our parents' business.
What is on page 104 that so disturbs ARA leadership? ARA Insurance was founded during a similar insurance crisis in the 1970s. Many smaller rental stores were denied insurance coverage. The choice was to close or operate without Insurance. ARA Insurance is described as one of the most important projects ever completed by the ARA. For Decades, ARDI ARA Insurance served as a model for the rental industry.
A dozen years ago, the directors of ARA Insurance tried to prop up dwindling profits by eliminating competing companies. The ARA Board accomplished this by preventing outside insurance companies from accessing ARA membership lists. At ARA of Pennsylvania, we saw a lack of competition in the insurance industry as a future concern. We asked the ARA Board of Directors to reverse this decision, but they answered with "GO AWAY." In eliminating competition, ARA Insurance remained broken but became almost a Monopoly. Silencing me doesn't fix the problems with ARA Insurance; it just ends the bad press.
The ARA Clown Show Act I
Let's start the story in 2022, when the ARA Certified Service Technician program was introduced. I offered to review this product for the American Rental Association.
Why? My background in equipment service was well known at ARA headquarters; I have extensive education in equipment maintenance and repair. I have attended, taught, and hold several Master Service certifications. I have trained our mechanics for over 50 years.
Most companies buy educational service programs to avoid copyright and intellectual property infringement. My concern with the program ARA purchased was that it was not one of the worthless education programs designed for high school students.
At the rental show, I would ask one of my ARA contacts about the program, and she would introduce me to another ARA staffer to answer my questions. I wanted to know how the program was developed and who was responsible for writing it. Within 30 seconds, I would learn that I was talking to an arrogant, condescending A-hole. He insulted my intelligence instead of answering my questions. He would say, "Pay us $500.00, and you can see what's inside". When my ARA contact saw that the conversation was degrading rapidly, she stepped in. I walked away, thinking that in decades of involvement with ARA, I had never been treated so rudely by my trade association.
From then on, this person, who appeared to be the ARA social media spokesman, would follow me online. He would skate the edge of social media civility with his negative comments on my posts.
End of Act I
Wow! In 2022, I didn't realize it, but I had my very own Troll.
Act II
Every week on social media, a question about insurance availability arises. The standard answer is ARA insurance. A typical response is, "I tried, but they won't insure small operations." I understand this because, after 25 years without a claim, we were canceled for falling below a revenue threshold on a spreadsheet.
At the end of September 2024, a new ARA member asked an insurance question on the ARA-sponsored equipment site. After he joined the ARA, he was denied access to ARA insurance because of the size of his business. My response quoted the reason ARA Insurance was founded, citing page 104 of ARA's 50 Years of Progress. My Troll went well outside the lines of decorum to post a personal attack on our 60-year involvement in the ARA. His attack leveled at us disparages all small, independent rental stores. My Troll had access to ARA insurance and membership records. He also utilized an unrelated website to research his attack.
Rob Leiser, I'm getting tired of your complaining. You should understand why this happened. You are no longer a full-time rental operator. That is what ARA insurance is designed to support, including small ones and well-thought-out and experienced start-ups. You know that it doesn't make sense for a member-owned insurance company to insure everything that calls itself a rental company. Part-time rental companies are incredibly high-risk. This equipment can and has killed people. Part-time rental companies are not worth the risk.
While my posts are always respectful, this is how American Rental Association leadership responds to criticism. My Trolls' post was allowed to remain on the ARA-sponsored site. It was on long enough for others who knew me to see it. I was surprised and disappointed that it wasn't taken down and that no apology was issued.
Not only did My Troll have me removed from the ARA site, but he also contacted the moderator of another site, and they restricted me at his request.
My only option for responding was to use the ARA website's contact page. In the past, ARA would respond within less than an hour. However, weeks later, I still hadn't received a response.
End of Act II
My Troll was comfortable knowing that ARA leadership would support his attack. Membership records should be confidential! Do ARA Staff members have access to credit card information? ARA members, do you believe this ARA employee used a civil social media response to my quote from the ARA History book? Do you allow your staff to address customer comments in a similar tone?
According to the current President of the ARA, the Board of Directors reviewed the above social media response and gave it a green light. I am going to take apart the ARA Staff Vice President's social media attack.
Rob Leiser, I'm getting tired of your complaining.
Dear Mr. Troll.
I have been criticizing the degradation of the insurance program for a dozen years. To the members who have been shut out of the program, I explain that it was founded for the smaller stores. I quote from ARA 50 years of progress, page 104.
You should understand why this happened. You are no longer a full-time rental operator. That is what ARA insurance is designed to support, including small ones and well-thought-out and experienced start-ups.
Dear Mr. Troll,
I have 60 years of rental experience. I have owned and operated my own store since 1985. Even with reduced hours, we still provided rental equipment and customer support 7 days a week. You should be ashamed of your characterization of our business.
(My Troll used an unrelated website in his research for his attack)
I don't know why my Insurance was canceled, but apparently, he does.
You know that it doesn't make sense for a member-owned insurance company to insure everything that calls itself a rental company.
Dear Mr. Troll.
After 65 years of membership, our family has earned the right to call itself a rental company.
Part-time rental companies are incredibly high-risk. This equipment can and has killed people. Part-time rental companies are not worth the risk.
Dear Mr. Troll
You sicken me!!!!
I have worked in the industry since I was 7, yet you keep using the word 'part-time.' As an owner, I work 60+-hour weeks. Compared to the mega rental yards, small general rental stores don't have numbers; we have customers. Our customers are our friends and neighbors. Over our 77 years in business, we have assisted three generations in completing projects safely. Our Insurance and safety record is spotless, with no claims in over 25 years.
This fiasco shows what happens when leaders forget they work for the members. The entrepreneurs who built the American Rental Association have been replaced by third- and fourth-generation silver spoons. They find it easier to shut down debate than to address it. What makes me so angry is that since 1955, the ARA has given thousands of dreamers the education and support they needed to turn a dream into a successful rental business.
Remember, my crime is quoting from the ARA history book.
A few things current and past American Rental Association members should contemplate. My comments have never been personal and have always been respectful. Will you challenge the CEO to prove otherwise?
I assume I am not the only member to receive this treatment from the ARA directors and staff
Act III
My next step was to contact our regional representative in Region Two. I sent an email to Brian Richardson. Mr Richardson forwarded my concern to Member Services. It is now early November, and Jeff Rogan, the American Rental Association's Vice President of Member Experience, contacted me. On November 13, Jeff and I spent about an hour on the phone. Mr. Rogan seemed concerned and promised me an answer.
Below is that timeline.
From: Jeff Rogan <jeff.rogan@ararental.org>
Sent: Monday, November 11, 2024, 1:36 pm
Good Afternoon, Rob,
I was forwarded your email regarding social media. I would certainly welcome a call with you to discuss your concerns.
On November 13, 2024, I discussed this issue with Mr Rogan, who agreed to look into my questions.
December 9, No Response.
On December 10, I emailed Mr. Rogan to remind him of my questions.
December 15, No Response.
On December 16, I emailed Mr. Rogan to remind him of my questions.
For the next 3 weeks, No Response.
On January 6, I received the following email.
I apologize for the delay in my response. I know we chatted for about an hour in November regarding your concerns, and I felt we were in a good spot after that call. I take all member feedback seriously. Unfortunately, with staffing changes, I cannot speak to the events that took place then. I know this is not the response you were looking for, but as we move forward, if there are additional concerns, please let me know.
On January 16, 2025, I sent this response to Mr. Rogan, with Mr. Richardson copied.
Jeff,
Your response after your two-month investigation is unacceptable. The Milk Toast response is something I expect when the cable goes out. You want me to believe that the ARA can't restore my Facebook access because a former employee took the passwords when he quit. The ARA should be horrified that an employee was allowed to take a deep dive into a member's background and insurance files while drafting his public attack against our family's 60 years of membership. Why are you and the ARA staff protecting this loose cannon? By giving this person a pass for using made-up statistics, you blame me for quoting page 104 of the ARA history book. Pretending that this person is no longer part of ARA fails to explain his role as a moderator at this year's rental show.
On January 20, 2025, I received another "Apologize and Ignore" response.
Good Evening Rob
As I mentioned in my previous emails, I want us to focus on moving forward. To do this, I would appreciate it if you could share what you feel would be an appropriate way to address your concerns. I look forward to hearing from you and working toward resolving this in 2025.
Below is my response dated January 20, 2025.
Jeff,
I was blocked from the ARA equipment site because a former ARA employee criticized the safety practices of small rental stores. I will not proceed until my access is restored or you inform me of the rule I have allegedly violated. This should have been resolved months ago. Have you read page 104 of the Fifty Years of Progress? Rental dealers are struggling with the same issues we had in 1975. Do you understand that ARA staff shouldn't be attacking members? Under any circumstances!
January 28, 2025,
Good morning, Rob. I am at the show today and have spoken with our social media manager. She will help you reconnect with the ARA groups. Since she is also at the show, it might be after the show.
I will follow up with you early next week to ensure you are set up.
Since January 28, 2025, NOTHING!
End of Act III
Can you believe it took Mr. Rogan and Mr. Richardson four months to find the (still unknown to me) ARA social media manager?
Ignore, and lie is how the ARA's member-elected Board treats opposing opinions.
Act IV
While the American Rental Association has decided to "Move On," I haven't suspended my search for common sense in the wasteland of a once-great organization. Six months to handle something the old ARA could have done in an hour should be embarrassing to the American Rental Association leadership. However, it isn't! From past experiences, all big dumb corporations have a block like Mr Rogan. The unknown Social Media Director, Brian Richardson, and Jeff Rogan were all dead ends. Since a staff Vice President posted the rant, I will contact ARA CEO Tony Conant. Tony knows me from my days at ARA of Pennsylvania.
My concern is how to bypass Jeff Rogan to contact Mr. Conant. Letters get lost, emails get deleted, and the hold button hell can stop most communication. I have learned that boxes are hard to hide. Along with the story of my 6-month adventure, I included a chapter on the history of our business, some items from our 75th anniversary, and a 1953 advertising calendar we found during a move. I would know Mr. Conant got the package because the items should require a thank-you.
Package number one was sent in late February. After about three weeks without a response, I sent the identical package with tracking information. Package two, 9534 6264 9831 5076 6158 11, arrived at ARA headquarters on April 1, 2025. After a few more weeks without a response, package three was sent. I didn't include one of the few remaining 1953 calendars. I requested a signature on the delivery of package 9402111899560119360274.
"Your item was delivered to an individual at the address at 2:57 pm on April 21, 2025, in MOLINE, IL 61265. T CONANT signed for the item."
I reached OZ and found a spiteful little man hiding behind a curtain. Imagine three packages that contained some of the history of our business. Items included two of those 1953 business calendars, but he didn't have the decency to respond.
End of Act IV
For those defending Mr. Conant's actions, please explain why.
Act V
In May 2025, Region Two had a new Director. I sent an Email asking Danny Showalter for assistance. Danny responds that he will look into it.
Months later, there was no further response from Mr. Showalter
End of Act V
Act VI
June 24, 2025, A message from the ARA was left on our phone. The name Trent was new to me. I returned the phone call. I learned that the ARA hired Trent to lure disgruntled former members back by offering reduced membership rates. Trent is unlikely to forget our conversation. Unfortunately, he can't assist because he is below Mr. Rogan and the ARA corporate block.
I would explain one fundamental business fact to Trent. If you provide a high-quality product at a competitive price, you will not lose Customers (Members). In the case of ARA, members are leaving due to inadequate services.
The first Question Trent never asked is "Why did we drop our membership?" Trent had no answers for any of my questions. I don't think Trent knows what a rental store is.
End of Act VI
After the ARA staff wouldn't respond, my Question was directed to Region Two Director Brian Richardson. I assumed Mr. Richardson followed protocol and brought my complaint to the attention of the ARA Board of Directors. I also contacted Mr. Showalter, the new Region Two Director, who took office in February 2025. I should have no reason to believe that Mr. Richardson or Mr. Showalter didn't bring the social media attack to the attention of the ARA Board. However, as the Clown Show marches on, I wanted to draw the President of the American Rental Association's attention for my book.
Act VII
August 2, 2025, I sent the following letter to the President of the American Rental Association. Tracking Number 9505 5264 9831 5214 7000 59
8/2/2025
ARA President
Robert Pedersen
A Tool Shed
Santa Cruz, California.
Mr Pedersen,
I have been slogging through this wasteland of arrogance and incompetence for 9 months. I have found nothing that resembles the Organization I have been involved with since 1970.
I assume you are aware of the story.
As a hobby, I write stories about Big Corporate incompetence. Never did I think that the once-great ARA would become a subject. As I complete the story, I need to bring this to the attention of the American Rental Association's President.
With my involvement and commitment to sports and activity clubs, I am in leadership positions. Unlike the New ARA, I ensure that every member is given a voice. On the Boards I serve on, every correspondence is shared and discussed.
The second part of the letter to Mr. Pederson is a synopsis of what you have already read. I will post it as it was sent at the end of the story.
I only expected to collect another tracking number. However, on September 22, 2025, I got a call from Mr. Pederson.
During our conversation, Mr Pederson considered the words "Kill" and "Anything that calls itself a rental store" acceptable social media etiquette for the ARA-sponsored site. I asked Mr Pederson if he allows his rental store staff to engage customers in the same tone? His answer was no.
Mr. Pederson mentioned that he, Mr. Richardson, and Mr. Conant have been discussing my situation. Obviously, this ARA "Brain Trust" decided that the delete button was the best way to address a member's concern.
Mr. Pederson made the phone call, knowing he couldn't or wouldn't answer my Question.
Mr. Pederson had many excuses but no answers. Early in the conversation, Mr. Pederson asked, "Are you an ARA Member?"
This was the Question I have been waiting Months for.
This is the "Excuse" the American Rental Association CEO and Board of Directors would use to justify the social media attack? It didn't matter that we are one of the oldest family businesses in the ARA. Unfortunately, the ARA leadership overlooked the Retired Membership Program membership list. I am sure Mr Pederson was disappointed in my answer.
Act VII
December 8 2024
I posted a link to this page to my Facebook friends. The Troll, who is not a Facebook friend, posted the below response on my page. At this point, an apology is not enough. However, the ARA wants to double down.
“Rob, I'm happy to discuss any of this directly. My number hasn't changed.
To clarify, my previous comments were made as an individual, not in any official ARA capacity. Everything I referenced was information you've shared publicly many times. What concerns me is the pattern of misinformation in your posts. It doesn't move the industry forward, and it misleads the very people who are trying to grow their businesses.
My family has been part of this industry for three generations, and like every member, I care deeply about its future. That's why I'm calling this out directly: the ongoing rants aren't constructive, and they don't reflect the collaborative spirit that built this association.
If you'd like a real conversation, I'm available. But I won't engage in cycles of bad information or personal attacks online.”
Dear Troll, for 14 months, ARA leadership ignored my requests to explain your social media attack. Now you accuse me of passing bad information. The damage to the spirit has been done by you, Mr. Conant, and ARA leadership for ignoring a member's question.
The disturbing part of my Trolls December 9 rant is the big thumbs up he got from the CEO Executive Director, Mr. Conant. Mr Conant is taking sides on a subject he knows nothing about.
For Mr Conant's $700,000.00 salery, he should be mediating, not taking sides in an online pissing match he ignored for a year.
End of Act VIII
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