I am seeking a refund of rental fees for a "jumpy" that was delivered after the contract time and was defective and unsanitary.
I had reserved a jumpy from the company Comic Jumps who we had used in the past with success. This jumpy was reserved using a groupon discount code. It was to be delivered on the morning of Thursday June 18th 2015 at 9:30 but before 10:00 a.m. On the morning of the 18th the jumpy did not arrive at the promised time but was over an hour late. Both my husband and I called the company Comic jumps to inquire when it would arrive. We both left messages and did not hear back. When the driver did arrive he delivered a different jumpy than what was reserved and was a cheeper model. Once unpacked and inflated it was found to be full of moisture and mildew. It had an odor that my children could not stand and I had to clean the interior surfaces in order for them to begin to use it. Once my children began to play in it the jumpy was found to have large holes with failed patches that allowed too much air to escape so that the blower could not keep up with the air loss and the unit would begin to collapse with any play time.
Following is text I sent to Groupon after realizing that the company did not apply our coupon as confirmed at time of order. My credit card was charged the full amount, no Groupon discount applied. As I stated in my earlier email, the jumpy was over one hour late, it was the wrong jumpy (a cheaper jumpy than I booked), it was moldy (the five 8-year-olds kids got out saying it was too gross to play in) so we cleaned it as best we could & let it air out, it also had holes & torn seams so it collapsed several times - I called six times throughout the day, left messages, and my husband called & left a message. We did not receive any call back.
I called my credit card company at 1:15 pm to find out about disputing charges.
A different gentleman arrived to pick up jumpy, we politely explained the situation, showed him the holes & ripped seams as well as showed him where mold was worst so he could show Comic Jumps upon return.
I called the company a last time to say that the jumpy was being picked up, and at this point I didn't need a return call, but I did expect a full refund or my bank would be contacting him. After this message, I finally received a call from a man who claimed to be owner, and he accused us of lying!! Said he was in the office all day (then changed it to since noon), he claimed his phone log showed no calls from us, no messages. He stated he personally knew the jumpy was clean when it went out (but since I didn't get the jumpy I ordered, how could he know it was clean?? He never asked which jumpy we did receive!). He was unbelievably unpleasant to me, so I handed phone to my husband. My husband was very polite, told owner how happy we've been in past with Comic Jumps but clearly something had gone wrong this time on their end. The owner also accused my husband of lying about calls, jumpy & its condition. He would never discuss the Groupon, and said he would not refund our money. I have contacted my bank and they have begun the dispute process.
I would like my Groupon credited back since Comic Jumps would not apply it.
Groupon did refund the coupon purchase (less a processing charge), and we did contact our bank to try and dispute the overall rental fee as Comic Jumps would not refund our card. Wells Fargo has been unable to collect our rental fee from Comic Jumps and suggested that we contact the BBB. We are amazed that a company can remain in business while treating repeat customers in this way.
I would like Comic Jumps to acknowledge this gross misconduct and refund our rental fee of $250.00. The rental charge was supposed to be $150.00 with the applied groupon coupon but Comic Jumps would not even honor this agreement and charged our account $250.00. My husband communicated this desire while the unit was being packed up by their driver and further stated that in doing so our relationship with Comic Jumps would remain in good standing and we would continue to use them in the future.
Received business response via email 9/2/15:
( Customer requested delivery between 9 AM and 10 AM, Our driver arrived a few minutes past 10 AM. As far as the charges, customer ordered through our online system and agreed to pay the price of the bounce house listed online. The Groupon voucher instructs customer to call in orders so we can adjust pricing and apply voucher. Also customer kept all rental items for the duration of the rental and used all the items. Our driver return to the rental location and took care of all the issue the customer had with the bounce house ligament or not. Driver asked the customer before he left if they were satisfied with everything and the agreed that it was all taking care of. Customer also initiated a chargeback through the credit card company and we are going through that process now.)
(The consumer indicated he/she DID NOT accept the response from the business.)
The business' owner's response is NOT CORRECT. I did follow the Groupon instructions (Groupon asked for proof of this, and when I provided it, they refunded our purchase). The business never answered their phone but I did leave messages as well as put Groupon info on contract. We have booked a jumpy in the past in THIS EXACT WAY with a Groupon, and had no problems. The business owner states we accepted item & used it for allotted time. The delivery driver WOULD NOT ADDRESS any of the issues including would not accept my Groupon Voucher, and INSTRUCTED I HAD TO DEAL WITH OFFICE TO GET ISSUES RESOLVED. Since our past experiences with company were positive, I did not expect complete uncooperative behavior this time. We called repeatedly, left messages (and have phone logs to prove this) but did not receive a call until my final message asking for refund. At which time, business owner became irate & accused us of lying about all issues. This business owner also states "Our driver return to the rental location and took care of all the issue the customer had with the bounce house ligament or not. Driver asked the customer before he left if they were satisfied with everything and the agreed that it was all taking care of." THIS IS COMPLETELY FALSE. We politely discussed all problems with pickup driver (different gentleman than delivery driver), he said he understood our frustration AS HE HAD HEARD IT FROM OTHER CUSTOMERS AS WELL, he apologized but AT NO TIME DID WE SAY WE WERE SATISFIED about anything. We told driver we understood it was not his fault & we would not take out our frustration on him, but we would continue to try to deal with office, Groupon, and our credit card company.
Interestingly, this is not the same response the business owner gave our credit card company. He stated he would have resolved any issues we had BUT WE NEVER CALLED HIS BUSINESS that day until jumpy had been picked up. WE were able TO DISPROVE his allegation with phone logs showing times & duration of calls made that day as well as day I booked jumpy. The business' response DOES NOT RESOLVE OUR COMPLAINT, just more lies from him. As far as BBB's request that I offer a "middle ground offer" ... I don't know what that would be other than he ABSOLUTELY needs to refund our $250.
Final Business Response
The customer stated that they received a refund from Groupon for the value of their voucher, and we are following the chargeback guide lines with the bank. We apologized for any wrong doing, even though at the time of our driver leaving the customers house everything was OK. Customer held on to the items form the time we dropped off to the time we picked up, and used the items. We will continue to work with the back on the chargeback. I can't offer any discounts or refunds at this time due to the chargeback.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
This business owner continues to tell lies. HE states he apologized which is COMPLETELY FALSE, he CALLED BOTH MY HUSBAND & I LIARS! He has given several different responses to the BBB, our credit card company, and as far as we have been told, never bothered to respond to Groupon. We have been able to DISPROVE ALL HIS ALLEGATIONS, PROVE WE HAVE BEEN TELLING THE TRUTH SINCE THE BEGINNING. We have received refunds from Groupon & our credit company BUT THE BUSINESS OWNER has not apologized or reached out to us in anyway. I do not think he should retain his BBB rating due to his unprofessional, dishonest behavior.