ComplaintsforAdventure Coast Rentals LLC

• Initial Complaint

  10/27/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  This company was hired to provide trailers for a commercial shoot on October 4th in ************. Adventure Coast Rentals demanded payment up front with a $3000 security deposit to be returned once all the trailers were returned clean and undamaged. They all were.Adventure Coast proceeded to concoct egregious charges with the sole purpose of retaining the $3000 deposit, with no intention of returning any portion to Canyon Road Films (the company I work for). They falsely claimed transportation time, mileage, fuel charges - several things in excess of what was agreed upon. Their billing practices were/are deceitful. They do not outline their location, where the trailer drivers starting portal is, etc. They do not give proper estimates and assured us the deposit would be returned.According to others in the Nashville film community, this company has a history and reputation for taking advantage of productions in a very similar manner. Unfortunately, I am new to town and was unaware of their dubious business practices until it was too late. I'm asking for a refund of the deposit and for Adventure Coast to engage in transparent business and billing practices.

  Business response

  11/13/2023

  I hope this message finds you well. I wanted to take a moment to clearly address the recent challenges and concerns regarding our involvement in the Enterprize commercial project. I fully understand that the client has been dealing with a difficult situation, and I appreciate them patience in providing us with this opportunity to discuss it.
  
  Our engagement on this project began on 09/27/23 ON 09/27/23 we received the request for equipment. We replied within minuets. Asked what the rates for drivers were. when we received the equipment request. Immediately, we initiated communication to gain clarity on the specifics, such as driver rates and equipment details. Throughout this initial phase, we engaged in several phone calls with , trying to ensure that all requirements were met efficiently.
  
  However, as the communication progressed, it became extremely apparent that there was some uncertainty, lack of experience on the production team with larger scale transpo equipment rentals or misalignment within production regarding the project's needs. To address this, approximately 6 to 7 days before the shoot, I provided an estimated cost range of $15,000 to $18,000. This estimate aimed to ensure that the project budget was feasible, considering the scale of the request, and to clarify if the project qualified for such expenses. Additionally, I offered alternative, more budget*friendly equipment options to see if those were of interest in an effort to further qualify the  budget range.
  
  Despite our best efforts to gain clarity, we received no responses to our inquiries on September 29th and did not hear back until nearly two days later. I told production what the numbers were in advance and I told everybody that we were quoting numbers with NO details or communication from production. We never got the phone call promised in the AM until much later... further compounding the issues behind the scenes.  ***** texted me asking if he could call to cover details, and we were expecting a phone call but did not receive one, even after multiple attempts to reach out. It wasn't until later in the afternoon on Monday that we finally received a call, which conveyed all expenses initially estimated was not an issue. We were told that the $15,000 to $18,000 estimate was acceptable, and this figure was used as a budget reference. It was communicated that the security deposit (etc) was to cover the ** if it came to that. But ***** expressed that they shouldnt shoot a long day.   See correspondence regarding texts and calls not returned in the attached document(s). 
  
  It was communicated that we really needed to get approval on this as we had 3 trucks to prep, trailers to prep and 3 drivers to hire. ***** asked if we could get the job done for $15,000 all in, and I told him that were already doing it for $15,000 as long as we dont have to pull money from the security deposit for **, Cleaning, Etc   See correspondence  in the attached document(s). 
  
  ***** approved the final estimate, and the payment was processed promptly. The signed estimate was signed very late on 10/03/23 and on the estimate it notes any time delays or rental extensions will be taken from the deposit Despite the late notice we still made the project happen. 
  
  At 6pm on 10/3/23 we got a final call sheet * this is a document productions send out so the crew and vendors know what time they should report to set. Around 7pm (cst) the night before the shoot I reached out to ***** and wanted to check on the accuracy of call times See correspondence  in the attached document(s). 
  
  As a note. Client mentioned that they didnt know we were in **********, ** 
  But if you ****** Adventure Coast *********, our address is noted in **********, **. 
  
  Its a 1.5 hour drive from **********, ** to location driving a 40 long 15,000lb trailer at 65mph, witch is also the state statute for commercial vehicles. 
  By FEDERAL LAW (FMCSA) drivers are required to do a mandated 15min pre*trip inspection and post trip inspection and then they have to set up the trailers, witch takes at least 15 to 20min.

  So at a minimum, thats a 2hr precall. Witch the producers approved and acknowledged the night before. Was communicated over the phone and in a text. 
  
  At the end of the shoot day we asked what approx wrap time was going to be, and ***** let us know 7pm was anticipated. However the crew has to still load out of the trailers and that takes time before we can close down the trailers, hook them up to the trucks and get them back on the road again. Also advised production of **, several times. Here is one communication that was in text directly to ***** * we waited for nearly 45min in total for wardrobe to load out. And I don't blame the producers, it just takes time for their crew to wind down after a 12+ hour shooting day, and in the end, we dont have any say on load out of their crew or how long they take. 
  
  At the end of the project, the Client owed a total of $632 over their deposit amount We had a call with Canyon Road (***********************) for the very first time on the entire project from start to finish.. however she explained how the commercial shoot went way over budget, it flipped union on day one witch was a very unexpected expense they were not budgeted for (when a show flips union they are required to pay health and other benifits as well as larger rates, this can be a big issue on smaller budget shoots) so it made it a really frustrating shoot for them**  so in in effort to give them some relief of the overage they suffered on multiple departments we waived the $632 balance due on this invoice on 10/11/23 at 2:00PM
  
  On a call at another date later on, I told *********************** wed refund them an additional $500, but we never received the information to refund the $500. And I remided them of that offer in an email on 10/25/23 to ******, she said she did not recall that conversation, and I can understand, as there were many days between and I'm sure other emails that she received. It's worth noting at this point, we can no longer offer that as we now have legal and admin fees that are accumulating due to this correspondence. 
  
  In summary, the production team that ******'s company hired in to supervise the shoot, had visibility into these cost estimates for nearly six days. I communicated over the phone, in text in email and tried to get as much information as we could, we absolutely no paperwork or agreements signed until the day before the project. 
  
  It wasnt until after I got a phone call from ***********************, many days after the project was over, who we had not been introduced to, started explaining that the estimate never should have been approved, the project was way over budget. This was the first and only major indication there was a cost issue. 
  
  I told ***** in several comms that that $15k was the approx price, but didn't include **. I explained in detail the costs of travel and told them to get us off the clock as fast as possible to mitigate these costs ahead of time, and again on the day as noted in the above text communications. They did what they did and here we are. Its not our prerogative to hurt productions however its a very nuanced industry that requires allot of communication from both sides to be successful. And given the time constraints and lack of communication from Porduction, I felt we did the best we could given the situation. I will note however; it is not our purgative to dictate what time production asks us to arrive and what time they ask us to leave, witch has a direct result on their ** costs witch were approved.... Production directly controls the cost of labor in their entirety. Period. We arrive when were told, we leave when were told. 
  
  Throughout this time, there was no indication of any budget constraints or concerns, even when we proposed more cost*effective equipment options.

  And again, The signed estimate was signed very late on 10/03/23 and on the estimate it notes any time delays or rental extensions will be taken from the deposit
  
  If there are any specific issues or discrepancies that you would like to address or discuss further, please do not hesitate to reach out. We value your feedback and are committed to working collaboratively to achieve successful outcomes on all projects.
  
  For additional transparency please see the attached email communications and text communications mentioning budget concerns even from our end on the day of the shoot.
  
  Thank you for your time and consideration. I look forward to resolving any remaining concerns and ensuring the success of our future collaborations.

  Customer response

  11/20/2023

   
  Complaint: 20783845
  
  I am rejecting this response because:

  While the response is partially true in terms of the timeline, it does not address the lack of transparency with regards to Adventure Coast business practices and the additional charges ************************* incurred.  *************************/Adventure Coast indicated in writing that the $3,000.00 deposit was simply that.  It was to be returned/refunded.  NOWHERE in their paperwork do they state the details of the additional charges we incurred at the end of the project.   There is no mention of charging crew time from  "port to port" and/or where the port of origin is (in relation to mileage to set).  

  On 10/2/23 at 7:39pm ************************* sent a message to ***************************** (our Production Manager) stating that the invoice was "high" because it included a $3k deposit that would be returned "once the damage comes back undamaged, etc.".  See attached screen grab for this exchange.  The equipment was returned undamaged.  From that point, ************************* proceeded to create previously undisclosed charges, totaling approximately $3600.  Again, these charges range from "port to port" crew overtime and fuel that were all previously undisclosed, were not in the signed estimates and/or ANY subsequent written communication between ****** and *****.  The lack of transparency is what we take umbrage with and when this was brought up to ****************, it was met with defensiveness.

  I am filing this complaint in hopes that **************** and Adventure Coast will be encouraged to change their business practices so that in the future, producers and production companies, etc. are ******* clear on the deal they are signing, and that they understand a "deposit" to Adventure Coast under the auspices of it being returned if equipment is undamaged, means that they will likely never see those funds again.

  Sincerely,
  
  ***********************

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