My complaint is really two fold. First with the delivery and secondly with the customer service after.
We hired the company for our wedding to bring in Chivari chairs. We had to change the delivery date due to the heat not allowing the newly laid blacktop to set. The weather was very hot that week so I called to re-schedule the delivery. No one picked up so I left a message stating for them not to deliver. This was the day before delivery was scheduled so there was ample time to make the change. Instead I never received a call back and then the next day I received a call at work saying that the delivery people were there. I had to leave work, drive to the house, help come up with a solution, get a pick up, drive to a secondary location, help load, and then go back to work over 2 hours later covered in sweat. The delivery drivers were helpful.
I called to speak with someone to express my frustrations and was able to speak with *****. ***** said that she would look into and in the mean time send us a gift card for dinner for my new wife and I. Never heard back and never received anything. After my honeymoon I continued almost weekly trying to reach anyone to talk through my frustrations. I still have yet to receive a call from anyone. I even called the owner **** and left a voicemail with him.
This is quickly turning into the worst customer service experience ever. I truly feel like that once they received our money that they no longer had any care about us as customers. Would never do business with them again and would certainly never recommend them to anyone in Columbus to use. I find it unacceptable that they won't even call me to let me explain to them my frustrations, only causing more frustration. Keep in mind the time period covers from August 26 to current day and I still have yet to hear from anyone. Thanks!
I feel that for the situation there should be some sort of resolve. Not only did I have to leave work for hours to fix and error on the companies behalf, but the poor customer service and the time that I have spent trying to talk to anyone who ACTUALLY CARES.
Contact Name and Title: ******** ******* Marketin
Contact Phone: XXXXXXXXXX
Contact Email: *******@primetimepartyrental.com
Prime Time has built a 17 year long standing with the community based on the care and concern for our customers. As for this particular event, let me detail for you the exact notes from our contract as well as explanation on the company's behalf. Here are the notes directly from the contract during the time of confirmation which took place between Prime Time's Confirmation Associate and Mr. ******
5.5 EMAILED TO ADJUST QUOTE. **
7.17 EMAILED TO ADJUST COUNTS. **
8.19 EMAILED TO ADD HOT DOG ROLLER. **
8/19 **** CALLED TO PAY REST OF BALANCE - **
8/25 CONFIRMED. ***
DELIVER WED, THURS ANYTIME - SETTING UP FRI - CALL **** WHEN ON WAY XXX-XXX-XXXX
HAVING DRIVEWAY SEALED. WILL NEED CALL WHEN ON WAY - TO TELL YOU BEST WAY TO DELIVER
DRIVEWAY HAS A LARGE BRICK ENTRANCE. SINGLE RED REFLECTOR IN GRASS. ROAD BENDS AT ENTRANCE AND BECOMES SHULL ROAD.
WILL BE DELIVERING TO BARN.
IF ANY ISSUES WITH WED OR THURS - CALL **** IN ADVANCE.
PU TUES OR WED FROM BARN - THEY WILL BE ON HONEYMOON - BUT SHOULD HAVE ACCESS - XXX-XXX-XXXX HOMEOWNER'S (***** OR ****) IF ANY ISSUES.
DELIVERED BY ***** A AND ***** - LEFT 6 CHIVARI CARTS
HAD TO DELIVER TO SECONDARY LOCATION: **** ****** - CUSTOMER TO CALL SHOP REGARDING ISSUE
PICKED UP BY *** AND *****
Just based on the logistics alone of loading and routing deliveries for the following day, we would not have been able to adjust the delivery schedule and loaded truck to accommodate the request to change the delivery. Each week we are making over 300 deliveries and pickups and it isn't as easy as a phone call to change when all routes scheduled.
During the phone call from the client, our manager spoke with him regarding his frustration and explained to him our policy as well as accommodating the last minute change request. During the phone call, the manager asked what else could be done while our drivers were still in Columbus at which point the customer said there wasn't anything else that could be done. He did ask why he didn't receive a phone call which the manager was unable to answer but again reiterated there would not have been an option to change the delivery even the day before. Trucks are loaded the previous day with numerous orders for the following days deliveries. Our manager asked what restaurant he and his wife would like to go to because he was truly was upset that he had to return to work sweaty after the delivery. The customer responded that he didn't know where he and his wife liked to dine and mentioned he would let us know at a later time. Unfortunately, we don't have control over the weather nor how long the driveway took to seal. It is unfortunate that the client was unable to reach the appropriate staff member as we do receive hundreds of phone calls each day. We are certainly willing to send Mr ****** and his wife a gift card for any inconvenience that again we didn't feel we had any control over.
(The consumer indicated he/she DID NOT accept the response from the business.)
I would say that upon review of the response that the vendor gave, I'm in agreement with most of the statements made. Something that I would like to point out is that although the vendor cannot control the situations that come with being a provider of rental equipment, I cannot control whether or not the vendor has ample staffing to check voicemail throughout the day. It is not my responsibility as a customer to staff an office to the proper staffing to meet the growing demand of the business climate. If you as a vendor know that you are receiving hundreds of calls a day then it is the vendors responsibility to correctly project the needs of the business to properly meet the demands of the business. Here is a quote from the response by the vendor that outlines their inability to properly staff their office.
"It is unfortunate that the client was unable to reach the appropriate staff member as we do receive hundreds of phone calls each day."
I find it 100% unacceptable that the vendor is trying to push this back on me, the customer. If you as a business know that you have that many calls then it is that businesses responsibility to deal with the demands. Furthermore, I find it additionally challenging because I left the voicemail with the Logistics Coordinator. Is the vendor saying that the business in whole gets hundreds of calls or is she saying the Logistics Coordinator gets hundreds of calls? It seems a little confusing on what the vendor is saying. Either way, its the vendors issue, not mine.
Second point that I would like to make is inaccuracy and lack of follow up on behalf of the vendor. Please see below quote from the vendors response in which I'm referencing.
"Our manager asked what restaurant he and his wife would like to go to because he was truly was upset that he had to return to work sweaty after the delivery. The customer responded that he didn't know where he and his wife liked to dine and mentioned he would let us know at a later time."
Parts of this are true, however parts are not. When speaking with ***** about the situation I said that ******* ******** ****** were fine. She then stated that she would like to purchase a gift card for us in the mean time while they dug into the situation. She was supposed to e-mail me that way I had her e-mail to communicate the specifics of the call that took place to her. No gift card was ever received nor was any e-mail of follow up to my issue.
I'd also like to point out that this version is actually comical to me. At the same time truly upsetting and very frustrating. ***** makes me sound like a prissy jerk who doesn't want to get dirty or sweaty. In my complaint to her I stated several different issues, one of which was that it was 92 outside and I was unloading chairs. The bigger point that needs to be understood by the vendor is that was my last day of work for almost two weeks. I really didn't have the time to leave work for over two hours to help figure out a game plan. Not only was I out of work, but I was doing part of the job that the vendor was paid to do. I also had to unload the chairs the day before the wedding as well, once again a job that was for the vendor to complete as it was part of the delivery fee. The fact that I had to go back to work soaked in sweat almost three hours later was just icing on the cake. The fact that I smelled and was sitting miserably for hours still wet with sweat was more icing on the cake. And now the one part of the complaint that the vendor got out of our conversation, was that I was upset because I was sweaty is just another layer of that figurative icing on the cake that I'm talking about. This might be the most upsetting piece of the entire complaint. One piece of advice I would have for their customer service people would be to take detailed notes. Don't paraphrase or summarize. This will only make matters much much worse.
As far as the lack of follow up goes, the complaint was started the week of my wedding which was August 30, 2014. That was 8 weeks ago. Had I just not followed up, this issue would be a closed deal. The vendor would have never returned my e-mails (2) and phone calls (4). It is my opinion that the complaint stopped with ***** and never made it anywhere. I am in no way attacking ***** or the vendor, even though in their report they make me sound like a prissy jerk. Upon research of the vendor they have quite the proven track record of quality service all around. I am however saying that the vendor failed miserably at digging into the this particular issue and closing it for good. Instead, I am even more challenged with the lack of customer service and the overall attitude that the vendor and it's customer service representative have taken. The one bright spot in the whole ordeal has been speaking with ****, who is the owner of the company. Before speaking with him I filed the complaint with the BBB, however I think had I spoken with him prior to the filing I would have been able to work something out. He seemed to care, asked me what I would like, and seemed generally more pleasant. I really wish that we would have spoken prior to me filing the complaint. The other bright spot of the company was the delivery drivers were flexible and pleasant to work with. Even though they were challenged, they moved on with a smile on their face.
In summary, it is not the customers responsibility to staff the vendor to properly fill the needs of the business. If you know that you receive hundreds of calls a day I would certainly want to make sure that I had the staffing to keep up with the demand. The vendors customer service lacked the follow up needed to deal with this fairly simple matter. At this point I would like the case to be closed as quickly as possible. When speaking with the owner, he had asked me what I wanted and at the time I didn't really know. At the time I just wanted someone to let me voice my frustrations. At this point I would like the delivery fee refunded in full. The original issue revolves around the delivery issues so I think it's fair. This would amount to a 10% refund of the total bill. Thank you for your help in this matter.
Final Business Response
We do fully understand Mr. ******'s concerns regarding this issue. It is unfortunate that a multitude of factors, on both parts, brought us both to this point. It is always our intention to provide the best service possible as well as a timely and accurate delivery of product. We have issued Mr. ****** a refund as requested, and will look into our processes so that we can avoid such matters in the future.
Prime Time Party Rental