The Clown Show

The American Rental Association Clown Show.

After I explained the founding and history of the American Rental Association Insurance, my social media response was attacked by an American Rental Association Vice President. For the last almost two years, I have asked the American Rental Association Leadership and Staff to answer one question. "What did I say to deserve such a vicious attack?"

His attack was 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?' 

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 the ARA office manager, Tony Conant, and no one will answer that one Question.  

I sent three letters to Mr. Conant, and he didn't have the decency to respond to his Vice President's attack on social media. 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.

I have turned the timeline into a story. Over the past 60 years of my involvement with ARA, I have established numerous contacts. The story is now circulating.  

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.  

While most organizations purchase educational 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 American Rental Association employee, who appeared to be the ARA social media spokesman, would follow me online. He would skate the edge of 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 American Rental Association Troll.   

Act II 

Every week on social media, a question about insurance availability arises. The standard answer from members is American Rental Association Insurance. A typical response is, "I tried, but they won't insure small rental stores." 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 a few hours. 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.

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 calling it '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 leadership forgets they work for the members.  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 problems. 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. This is no longer the case. 

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 the 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. 

This is the response when the cable goes out. This is when I knew the ARA Staff and Board of Directors were screwing with me.

 

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 this person is no longer part of ARA fails to account for 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? 

 

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 his boss, the American Rental Association office managerTony 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 required a response

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 contain part of our business's history. 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 American Rental Association 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 American Rental Association 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 American Rental Association-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 Office Manager 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 2025

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.” 

Mr Troll, this is called a word salad!

 

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 ARA 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 Mr. Conant. Mr Conant is taking sides on a subject he knows nothing about. 

For Mr Conant's $700,000.00 salary, he shouldn't be meddling in an online pissing match he ignored for a year. 

End of Act VIII

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