FREQUENTLY ASKED QUESTIONS
What is the best way to contact you?
Pony Express and Smoke Signals might not get it but Email, Phone and Fax sure will. You can reach us by Email: firstname.lastname@example.org, phone at 615-298-5252 or Fax 615-298-3835. We are always available via email but please allow us until the next business day to respond if your email arrives after hours. In an emergency, call our main phone number and follow the voice prompts. We welcome personal interaction with our clients, please just give us a call and let us know you are coming by so we may set a side ample time to discuss your project and show you around.
Where are you located?
To find us give us a call at 615-298-5252 or use Google Maps, Citation Support, Inc. 6737 Centennial Blvd. Nashville, TN 37209. MAP
What are your office hours?
We are open from 8:30am until 5pm Monday thru Friday. We are closed on weekends and major holidays. By prior arrangement, we will do our very best to accommodate you outside of our normal business hours.
What do you require from me to be able to rent gear?
Please reach out to us as soon as possible so we can work with you as a team to fulfill your creative and budget goals. Early communications will certainly benefit us both. There are several business items that you will need to attend to prior to the release of any gear. Please check out our “Resources” section and review, complete and fax or email the appropriate forms. First and foremost, is our “New Customer Info Sheet”. This provides us with your critical information and is a great place to start to get the ball rolling. Our “Rental Agreement, Terms and Conditions” form is very important. This agreement will be the sole basis on which we do business together. You will agree to our business terms by your signature. Please review our “Insurance Requirements” and a sample “Certificate of Insurance”. We find it best to forward both of these pages to your insurance agency and let them review our requirements and have them fax or email evidence of your coverage directly to us for our review. You will also find our “Credit Card Authorization” form. This authorization form states our credit card acceptance terms. All first time, VIP renters as well as clients with open accounts are requested to keep this form up to date. We have posted our Federal W9 form for your year-end accounting use. Citation Support, Inc. is a registered “C” corporation with the State of Tennessee.
Who is the client?
Funny question but one that needs to be reviewed. In order for us to have clear knowledge of the responsible parties’ name, we request from your very first contact with us who will be ultimately providing insurance coverage and payment for your project. You should note that the name on our “Rental Agreement / Terms and Conditions” and the name of the insured on the “Certificate of Insurance” must absolutely match. This information must track the same from the very start to the wrap and final payment of your job. Without exception, we will not be able to switch account or insurance information once you have signed our Rental Agreement / Terms and Conditions. Any late change in the “Responsible” party will certainly cause delays in fulfilling your equipment needs as we will have to restart the clock on the account, insurance review and approval process. It is in both yours and our best interest that this requirement is strictly adhered to.
What form of payment do you accept?
Bitcoin is out for now! All First Time= VIP customers are COD. We accept cash, company check and every form of plastic under the sun…..ok, ok maybe not every one, just the big 4 (No Dairy Queen cards please). We do charge a 4% convenience fee on credit card payments. We have established a super easy and extremely secure ACH funds transfer option through the Intuit Payment Network for your use as well. We are not members of the FDIC nor are your deposits Federally insured. In other words, we are not a bank and in order for us to provide the level of service you deserve, we respectfully request all of our business terms are met. To establish an open account with us please complete our credit application found in our resources section and allow time for us to process your request.
Can I rent from you if I do not have insurance?
Hopefully Maybe, but maybe not. We can help you navigate the production equipment insurance oceans as we have many years of experience in this confusing area. There are several short term, reasonably priced policies offered by agencies out there that provide limited coverage. We will be happy to provide you with a list of these agencies. If you are interested in a limited amount of equipment with a replacement dollar cost we are comfortable with, we may at our option, be able to add a noninsured fee to your quote. This fee is 17% of your rental invoice total. This charge is to cover our cost of higher premiums with our insurance company for non-insured clients. This fee does not provide access to any insurance we carry, nor does it provide any replacement cost or liability coverage to you. You remain 100% liable for any damage or loss of equipment while the rental agreement is in force. We will not be able to rent any vehicles without our full insurance requirement being met. We strongly urge all clients to possess a comprehensive producers insurance policy from an A+ rated carrier for their own protection, that of their crew as well as our interests.
When can I pick up and return rental equipment?
Equipment is usually available to be picked up after 3pm and before 4:30pm weekdays the day prior to your rental. All equipment is to be returned between 8:30am and 10am the day following your rental. Equipment not returned within this time frame will be assessed a late return fee. All rentals are based upon calendar days not 24 hour periods. In other words, even if you pick up your gear at 1pm the first day of your rental it is due back no later than 10am the day following your rental. Our normal business hours are 8:30am to 5pm Monday thru Friday. We strive to have the equipment you have on reserve available for you when you need it and request you help all others with a timely return. There are instances when a late night, early morning or weekend pick up or return is needed by us to accommodate another customer and we will do our best to give you as much notice as possible. Helping with this request is like paying it forward as it could benefit you in the future. Please advise anyone who is picking up or returning on your behalf of these deadlines policies and late fees.
What about after hours or weekend pick-ups or returns of gear?
While we will do our best to accommodate your request, please keep a few things in mind. Your specific need is outside of our normal business hours and one of our staff has committed their personal time to assist you. Please be considerate of their offer to help by being at our shop at the agreed to time. We will not leave you hanging so please do not make us hang out at the office when we could be home with our families. It is going to cost you if we miss the first quarter of the game because you were running late.
Do you deliver and pickup?
We may not quite be FedEx but we are certainly happy to deliver and pick up the finest production gear in the Mid South. The more advance notice of your needs allows us to best serve you in a timely manner. Our fees are based upon your specific request. If we can deliver or pickup within our normal business day, our charges are based upon the time, man power and transportation required. If you gotta have it like yesterday, drop everything right now…rush charges may apply. If we wait while you get a Starbucks or delay the delivery or pick up in any way, there could be a wait time charge. Never fear, we stand by 24/7 anywhere in the region to help when, where and how we can.
What about weekend rentals?
If you are shooting both weekend days, there is a 2 day charge. As we are not normally open on weekends for pickups or returns, we have a minimum of 1.5 day charge for weekend rentals. There are certain high demand items in our inventory that do not qualify for this discount.
Do you have emergency, after hours contacts?
We have been in the production game for a long time and realize things don’t always happen between 8 and 5 Monday thru Friday. Please call us at 615-298-5252 and follow the voice prompts and one of our multi-talented staff folks will return your call faster than a speeding bullet to get your production back on track.
Do you offer student or non-profit discounts?
You bet we do! Present a valid student ID or 501 (c) (3) letter from the IRS and we’ll be happy to chat.
Do you provide crew?
While we do not directly provide crew, we will be more than happy to make referrals for the highest caliber crew you will find anywhere. Get in touch and we will do our best to “hook you up”
What if my shoot cancels or postpones?
Darn, don’t we both hate that? Please give us a CALL ASAP to let us know. If you should cancel within 24 hours of the start of your rental there will be a cancellation charge. If we have gotten in touch with you, regardless of lead time, and have another production needing your gear or studio space and you have solidly confirmed your commitment to rent and we have solidly committed the availability of our inventory to you, we will need to charge a cancellation fee. As this opportunity has passed for both of us we will do our best to make the charge as reasonable as possible.
Will the equipment fit in my car?
Please consider the size of your vehicle and the quantity and size of your equipment package. As an example, a Fisher 10 Dolly with track will not fit in a Mini Cooper. Same with a 4’x4’ solid. It will not fit in a Smart Car. Give us a call and we will be happy to sort this out with you. Please review your insurance policy as to any exclusions associated with the transportation of your equipment. We reserve the right to deny release of our equipment if it is to be transported in an unsafe manner.
Is there a cleaning or wrap fee charged for returned equipment?
It is totally up to you. We require our equipment be returned in the same condition as you received it. If it is not, expect cleaning, rewrap, repair or replacement fees to be charged. We do our level best to provide you with the finest equipment available and request you honor our commitment to you by respecting our gear.
What are the 3 P’s of production?
Preparation, Preparation and more Preparation.
What is the 11th commandment?
Drive as if you own the truck not the road.