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In Northeast California

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Encore Industries Unlimited, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Encore Industries Unlimited, Inc. include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 1 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Encore Industries Unlimited, Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: November 28, 2007 Business started: 06/30/2006 Business started locally: 06/30/2006 Business incorporated: 06/30/2006 in CA
Type of Entity

Corporation

Business Management
Mr. Chris Terry, President
Contact Information
Principal: Mr. Chris Terry, President
Business Category

Lighting Systems & Equipment Christmas Lights & Decorations Disc Jockeys Photo Booth Rentals

Alternate Business Names
Encore Entertainment Encore Photo Booths
Products & Services

This company offers disc jocky, lightening, and photobooth services.


Additional Locations

  • 6520 Lonetree Blvd, Suite 118

    Rocklin, CA 95765

  • P.O. Box 564

    Lincoln, CA 95648 (916) 248-8445

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Complaint Detail(s)

2/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Contract stated that we would have props at our event and they failed to provide us with props. I rented a photo booth from them for our company holiday party in Reno, NV on 12-14-13. I made sure that to specify that we had to have props for our booth. When I showed up and asked them where the props were the attended said that she had none and said that ***** did not tell her that we were suppose to have any. I asked her to get a hold of him because all of the guests were expecting to have props for the pics. I got the run around from the attended and the props never showed up. I used some gift bows and some ornaments from the *****tmas tree. When leaving the event I asked for the USB and the attended stated that it was going to take another half hour to have it ready and asked if instead she could mail it and I said that was fine. I contacted ***** the following Monday about the issue and he said that he would refund $95 to us. I also put a review on facebook stating that I was disappointed in the fact that they forgot our props. I did not slander the company in any way, I simply stated the disappointment. I received an email today 12-18 from ***** and this is what it said..."In the end I forgot to send props out with your booth & I'm sorry you were completely disappointed. As a result of that I was more than happy to offer a partial refund even though props were given to you free of charge when normally it's a $95 option. I do not appreciate the negative review you left us about this despite me going out of my way to accommodate you & willingness to offer you a refund. As such I will not be offering you a refund of any kind since technically props were not something you paid for. I will also not be making the photos available on our website or Facebook fan page. My attendant attempted to give you the usb flash drive of all the digital images at the end of your event but I understand you were heavily intoxicated, walking around barefoot, and just waived your hand at her and walked away." I take great offense to that because I do not drink. He responded again by telling me "I have removed your review from our page and your attorney is free to contact me but nothing will change. I hope you find whatever it is that makes you so unhappy about life. In the end what you put out returns to you ten fold." Again, I am very taken back at his lack of professionalism and customer service. I think it is import that he realizes that slandering me is not a way to resolve my complaint about his failure to comply with his contract.

Desired Settlement: I would like the $95 refund he agreed too and a written apology from him and his employee for the false comments about me being highly intoxicated.

Business Response: Our contract was with the Bender Group as a company and not ****** ***** as an individual.  In speaking with ****** *****'s supervisor, *** ******, they were not aware of Mrs. *****'s complaint nor was she acting on behalf of the company or have permission to do so.

On Tue, Feb 18, 2014 at 3:20 PM, ***** Terry <chris@go-encore.com> wrote:
Hi Rebecka,

Business Response:

My response to her complaint:

When the photo system was packed up and sent to the Bender Group event we forgot to include the props.  Despite the fact that they did not pay to have props at their event, Initially we offered Mrs. ***** a refund of $95, which is what a client normally pays for props.  After this offer was made Mrs. ***** went onto our Facebook page and wrote a negative review about our company, despite my apology and willingness to try and make things right by her.  
 
After that review was made we decided to not offer any kind of refund since it was clear to us we could not resolve this with her in a positive manor no matter what we did. Ultimately the client did not pay for props.  We offered her free props with her booking but since they were "free" there is no dollar value associated with them.  The client is not entitled to a monetary refund for something they did not pay for.
 
Issues that would warrant some kind of compensation are, a) late arrival or setup by our staff that impacts the operation time outlined in our contract by more than 15%; or b) a mechanical issue with the camera or printing system that results in more than 15% down time of the photo system.  System logs show the photo system was ready at 6:53pmand experienced zero down time during the event.  The last photo was taken at 11:05pm, 5 minutes after our contracted end time.
 
Regarding the issue that I made "slanderous statements," Mrs. ***** obviously doesn't know the definition of "slander."   A private email between me and her where I relay the impression she left on my staff is not "slander."   She did threaten me with her company attorney, but I'm sure she never sent him our email correspondence as it would only make her look bad for throwing around unfounded accusations.
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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