ComplaintsforAmerican Party Rental

• Initial Complaint

  09/20/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was renting equipment for my wedding on Saturday. I had paid a deposit and on Saturday we had situations arise that had us running late however the lady called me several times to get updates on arrival time. I explained that because we were coming from out of town we would be coming after they close. She said she would take the rest of my payment over the phone and would leave my arches and paper work with my name on it right outside the door. Because they would be gone I said ok and agreed based off of that promise to still get the equipment for her to run my card for the remaining balance. However, when we got there the equipment was gone. I tried to call to get my money back they said they couldn't leav equipment outside and just consider my ****** a donation. I did not receive a call saying she was pitting the equipment back inside and given the option to cancel.. this is not okay..

  

  Business response

  09/20/2021

  Customer reserved equipment for her wedding. We walk the customer through the reservation with all specifics and details covered. After deposit is paid we email a full copy of the reservation that has all details and our business hours. The morning customer was to pick up she called the store to let our sales associate **** know that she was sending someone else in to pick up her order around 10:00 am. **** let customer know everything was ready at our warehouse dock. customer called again to let **** know that now someone else would be coming later, as the first person fell through. At that time **** reminded the customer we close at 3:00 pm. She said she knew our store hours. Somewhere around 2:45 pm they spoke again and the customer told **** the *** put them at the store at 3:05 pm-we close at 3:00 pm. **** asked our warehouse person to bring the 5 piece order through the showroom and place it just outside the front doors. At 3:25 pm no one had come for the order. **** had to move the heavy order back into our building alone. She did not leave our store until 3:40 pm. No one pulled in out parking lot or knocked on our glass entry doors. She was 12' away from the door finishing the close out of our store before she left. We will not issue a refund when WE did everything we were suppose to do. **** went over and above in waiting that extra time. 

  Customer response

  09/20/2021

  Complaint: 15883871
  
  I am rejecting this response because:
  

  I was not told that the equipment would be put back in the store and I was in constant contact with the employee, the employee never once explained to me that if we did not get there by 3:05 she would be putting the equipment back up inside. We were communicating back and forth so when she went to put the equipment away, why was a call not made then. Also, if she had told me that she was going to put the equipment away at a certain time that would of gave me the option at that time to cancel the order, however, that was not what was communicated to me at all. I am requesting the other part of my money they can keep my 60 deposit, however, the money they ran that day should be returned. Because it was not communicated to me that the equipment would be put back into the building after a certain time and I did not receive a call.
  Regards,
  
  Ladreeta *****

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