Complaints

• Initial Complaint

  06/15/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Initial transaction was made 5/15/2023. Invoice is 17428-8492.They were going to provide rental of a dunk tank for $333.59. They charged me additional $200 because they try to pick up the dunk at a different time that the agreed time at 11pm on Saturday. We talked to them an agreed on a pickup on Sunday and no charge, but they still charge me claiming they went to pick it up at 9pm on Saturday (contract said 11pm-1am) as it was when festival was over.The dunk tank was low quality and did not work appropriately. Mechanism did not work.We tried talking to them, but they do not want to resolve it and threaten us if we take legal actions.We just want a refund and stop them to charging me any additional charges without authorization.

  Business response

  06/15/2023

  We have already informed the customer of why via emails
  Quick summary, client told our staff at the time of stop off to be back at a time, our driver came back at the customer requested time. we were not given access to retrieve our property, the event staff stood in front of the truck not letting us in, but did let another truck in our of spite. Customer will charge for our guys (2) to wait almost an hour, and wanted us to carry a several hundred lbs dunk tank over 1-1.2 to 2 blocks, this is something we will not do, after 12 phone calls to the clients over 2 numbers with no answer over a 1 hour period (call log below) our driver left, later that night the client called asking where we were, the client said they will call us back, after 30 min of waiting our 2nd driver did not hear back from them, as they wanted us to carry the tank again.

  *******************************************************************
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  Client signed contract knowing additional trip charges would occur, and our labor rate, also that the tank MUST BE truck access

  Customer will billed for 2 additional trip charges and 1 hour labor for 2 persons, as we wasted time caused by the client.
  
  Client should have been billed more based upon contract terms, client did sign contact knowing truck access, labor cost, and re-deliver/truck roll cost.
  

   

   

  Sat, Jun 10, 2023 7:58 PM **** ********** 39 00:00
  00:00 show
  Sat, Jun 10, 2023 7:20 PM **** ********** 32 00:00
  00:00 show
  Sat, Jun 10, 2023 7:17 PM **** ********** 35 00:00
  00:00 show
  Sat, Jun 10, 2023 7:16 PM **** ********** 76 00:00
  00:00 show
  Sat, Jun 10, 2023 7:15 PM **** ********** 34 00:00
  00:00 show
  Sat, Jun 10, 2023 7:13 PM **** ********** 35 00:00
  00:00 show
  Fri
  
  Sat, Jun 10, 2023 7:54 PM **** ********** 32 00:00
  00:00 show
  Sat, Jun 10, 2023 7:21 PM **** ********** 31 00:00
  00:00 show
  Sat, Jun 10, 2023 7:18 PM **** ********** 39 00:00
  00:00 show
  Sat, Jun 10, 2023 7:16 PM **** ********** 64 00:00
  00:00 show
  Sat, Jun 10, 2023 7:15 PM **** ********** 31 00:00
  00:00 show
  Sat, Jun 10, 2023 7:12 PM **** ********** 39 00:00
  00:00 show
  Fri
  
  
  here is the call logs for the 10th from 7pm to 8pm it was not 9 calls our error it was 12 calls between both numbers. They did refuse truck access we have it on body cam they refused access, no credit will be given as no access was provided and our drivers had to wait also, you should have been billing $80/hr x 2 drivers ($160.00) + 2 trip charges
  
  in addition you sis sign, and read, and initial the dunk tank policy
  *******************************************************************
  
  ..." Dunk Tank Setup
  **MUST BE ON GRASS** no asphalt or concrete if you need it onasphalt or concrete you MUST contact us prior.
  *MUST BE* TRUCK and/or TRAILER ACCESS
  *HAVE WATER READY WE WILL NOT WAIT*
  Setup is billed at fees customer is responsible to make sure water is accessible to us at time of drop-off and pickup, if water is NOT ready customer will be billed for drivers wait time automatically
  ".....
  
  *********************************************************
  
  Delivery / Re-Delivery
  This fee is CASH only Customer is responsible to be home for the delivery we will not call you unless you have picked the call before option,
  If you not home or if you are not ready for us, you will have to pay a $100.00 Re-Delivery fee for the item (s) as it is not our fault, and we do pre-tell you a time to be home/onsite
  
  Again to recap, our drivers WILL NOT carry a dunk tanks about 1-1/2 to 2 blocks, it must be truck accessible, if your venue did not allow it, then please take that up with the venue.

   

  Customer response

  06/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  -They are not accepting responsibility on faulty equipment and poor quality of dunk tank

  -They do not accept the contract established the pick up time after 11 pm, but are trying to hold the customer accountable for the rest of the contract

  -They do not accept responsibility they did not informed their employees the correct pick-up time

  -They so not mentioned they went back on their word when we talked to not charge us extra and pick up Sunday

  -They threatened the customer with more charges if we looked for help with BBB or legal help

  -They have been very offensive and disrespectful on phone since the start

   
  
  Regards,
  
  ***************************** ****** ********

  
  

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