ComplaintsforTaylor Rental Center, Inc.

• Initial Complaint

  12/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was promised a refund from Taylor Rental as I was unhappy with the way staff treated me and for items that they were supposed to set up and did not.. some of the items being 3 tent side walls they put up one side only and it was set on the wrong side of the tent when I asked them to move it I was told I can do it myself. One of their chairs broke with an 80lb child sitting on it.. the heater I was up-charged on wasn't needed because it was in the 70s that day and the men refused to hook it up knowing we wouldn't use it yet I was still charged.. I called the owner she promised to refund the 3 side walls they didn't want to set up and the unused heater.. one month later still no check and no word from them so I call and inquire to which I was hung up on mid sentence because they would not give me a reason when I called the owner Charlene today she stated she wasn't going to listen to me and that she was not refunding me because there was supposed damage to the Bluetooth speaker which remained exactly where her crew left it until it was picked up and apparently a wheel fell off and that cost them more than the 400$ refund she promised to fix.. I did pay a 10% damage waiver on my purchase and do not see how that would have been broken as I had a DJ overseeing it Charlene claims it was broken due to being dragged. They are rude, do not provide services you pay for, I could have been injured moving the sidewall myself and she had no intention of telling me that I wasn't being refunded or why until I was able to finally get ahold of her. This is disgusting business practice and luckily the child who's chair broke the night before the event was not injured. Her only concern about that was if any of the other chairs had issues because she had "just bought them" out of the over 3000 I spent I am only asking the 400 refund I was promised for the items that were not set up or used. Instead I was screamed at on the phone by the owner and told she's not gonna listen to me.

  Customer response

  12/13/2023

  Woman said she would send me a check of $190 less than the amount of $342 the 7 unused sidewalls, propane, and heater cost alone she did ask what I wanted when I told her the refund I was promised on top of $100 for the run around she sent an invoice for $190 and said too late check is already in the mail.. that was Friday it is Wednesday and the check she supposedly sent is still not on my informed delivery account. Mail from *********** takes one day to get to my home... it is the Christmas season so I waited a few days longer but no she did not even send the $190 not that I would accept it at this point but just the fact she offered to "make good" and lied yet again.. not even one full side is covered and I paid for the entire tent to be covered.. it ruined my wedding night my guests dressed for the weather knowing I had a tent and heater unfortunately unable to utilize either resulted in another $360 going to waste because most guests left when it started getting cold right after dinner before we cut the cake I think 3 people total had some.. it was supposed to be the best day of my life and turned into a total nightmare.. I will be filing small claims for the full amount of the tent I have already sent my demand letter the business has not responded as of yet.

  Business response

  12/29/2023

  I was the lead setup person on this job. Upon arriving on the job site I confirmed the placement of the 30'x75' tent & dance floor. Once the tent was up I discussed placement of the sidewalls & heater. The initial setup plan was to completely sidewall the tent to retain heat. A gentleman, who I believe was the groom, said that because of the weather they wouldn't need the heater & most of the sides. He requested that I only wall off the back side of the tent facing the woods. Walls come in 20' increments. We installed 80' of wall along that side as instructed, with the extra 5' wrapping around the far end.  Afterwards, the same gentleman said they had decided to keep the heater just in case. I asked if he wanted me to leave additional sides as well, since the tent was too open to circulate heat. He agreed, I showed him how to put them up, & left 4 additional 20' walls to install at his discretion. I set up the heater in the corner nearest to their power source & wired the thermostat along with their lighting.

  After the job was complete the bride did a walk around. She said that if the tent wasn't going to be completely sided, she would have preferred the 80' on the other side of the tent. She asked if it could be moved. I explained that I couldn't take it down & start over at that point because it incurred too much extra labor. I asked if she would instead like me to install the additional 80' I was going to leave with them instead. It would enclose the tent enough to properly use the heater if needed. And if they decided it was to warm, they could remove any sections they felt weren't needed. She agreed, & we installed the additional 80' of wall mirroring the other side. This left a 20' opening on the far end & 30' opening near the entrance from the barn.

  When I arrive back at the store I was told she had called with a complaint. The customer claimed I had refused to put up 80' of wall where she wanted it. I responded that it wasn't the case. That I simply couldn't move the first 80', because placement had been confirmed & it had already been installed. She also said that the heater wasn't hooked up, which it was.  I did feel sorry that the customer wasn't completely satisfied. So along with the 2 sides she didn't receive, I agreed we could credit the heater, provided the propane wasn't used. However, that I couldn't justify crediting any sidewalls that we were instructed to install. The total of this refund was $192.00

  Upon picking up their order I saw that they had taken down the majority of the walls. They were neatly folded on the dance floor, which I appreciated. Everything was broken down as expected. But when loading the Bluetooth speaker, it was discovered the bottom of the case had significant damage. The wheels were completely missing, the wheel brackets were worn to nubs, & drag marks had worn into the speaker case itself. I'm not sure how this kind of damage could occur unless it was dragged behind a vehicle.
  

  We do offer a damage waiver option that protects the customer against accidental damage. But this contract did not have a damage waiver charge. There was no doubt that the repair cost for parts & labor would more than offset the price of the credit. But we decided to close the contract at no additional cost.
  Later the customer called asking about their refund. Initially there wasn't an employee available that was familiar with the contract. When I was available I saw that she had emailed us, & I responded explaining the situation. She was very upset, stating that the people she talked to on the phone had been rude to her. She later talked to another representative who explained the situation further. I was present for the conversation & thought it was handled professionally. But the customer insisted that she wasn't being treated fairly. It was ultimately decided to issue the previously mentioned refund for the sides & heater. The customer responded by saying she deserved a greater refund for the 4 sidewalls we initially installed. We explained that we couldn't refund her for any more items received or services rendered.

  Customer response

  12/29/2023

  Complaint: *********
  
  I am rejecting this response because: I was not spoken too by any of the employees the day of set up in fact they ignored me entirely I was there the entire time and the moment he started setting up a side wall on that side I asked him to put it on the other side to which he responded that's too much work move them later if you want and continued to put it up I was also charged for 10 side walls in which 3 were used I have pictures which I explained to the owner and she said she didn't care about my pictures. As far as the speaker goes it remained in the same spot the entire night I messaged the DJ to ask him if it happened to be moved which is in the provided screenshot. No sidewalls were left they were the ones who insisted it was too hot and that they leave the heater just to make it easier on them although they said we wouldn't need to use it so they didn't hook it up they did not explain anything and left there were several men there however I was the consumer I paid for the service I was the one on the billing statement. I was promised a refund and my statement also says on it which I already provided a 10% damage waiver was charged. I was promised by the owner $341 they did not call to explain any damage or anything about the refund the employee I spoke with laughed and said he was in charge the day I had called inquiring about the refund and said he had heard something about it which I asked him to pull up the account and he refused. I am asking for the amount of $441 for the labor I paid to have done and had to do myself without a clue I have several witnesses pictures videos etc to prove the setup and how rude the crew was and the promised refund over the phone as I had it on speaker next to my father in law and I have an email that contradicts what this statement says.. why on earth would anyone drag a speaker behind a vehicle unless they intentionally caused damage when it was picked up because the owner did not want to refund me and they have other reviews as well that are pretty much the same complaint I had.. no extra sidewalls were left behind the entire tent was supposed to be covered and the crew said no it would be too hot which it wasn't and half of my guests left right after dark because we did not have access to put more up or to use the heater because it was not even hooked to the propane tank. This is unacceptable business practice and to block me from emailing them about the issue that was on going is despicable I was trying to handle this outside of court and outside of involving BBB but unfortunately they did not want to give me my promised refund if there were any damages they would have called not made one up months later when I inquired about a promised refund. As you can see in the picture we took one of the walls off of the covered side to use on the back part of the tent but that is all we had access too however I was charged for 10 you can see how we left the tent as well I cleaned up all the chairs for them and everything to make it easier and my contract that says 10% for damage waiver. I intend to take this to small claims at this point if it is not resolved by the end of this week considering they did not get back to my letter either and there is way too much to send to you guys I would have to send well over 200 plus pictures.
  
  Sincerely,
  
  *************************

  Customer response

  12/29/2023

  There were never any sidewalls left behind nor was there another 80 feet set up. I never once said it was too hot because my wedding was right before dusk and it gets very cold up there at night. There were things I paid for for my wedding that I didn't even get a chance to put out or use my rehearsal had to be cancelled and we still barely made our deadline I was still in my pajamas setting up while my guests were arriving and reconfiguring these side walls that they actually put up which was a total of 3 the 30ft wall and two 20 ft walls after we moved them with what we had this is the set up.. There were no extra to be taken down there weren't even enough to cover a full side besides the 30ft back wall which is how I know only 70 feet total out of a 75 30 was covered because I had to do it myself.. my guests were arriving before I even had the chance to get dressed I had many other vendors and not a single issue.. the dj even stated the speaker wasn't moved the entire night.. this is just an excuse and gives weight to the few bad reviews they had that regretfully I did not listen too because they had the best price. The speaker was set up with the dance floor originally I was told by the owner a wheel had popped off and he would not have been made aware of my complaint because the owner was not in when I originally called the 27th and our conversation transpired on the 28th which I have screenshots to prove. I thought it was the 27th because I did call but I didn't actually get to put my complaint in until the morning of the 28th I again asked them if we can handle this outside of court and was told no. They've done all they're willing to do and that's that. So I don't feel BBB needs to go any further they have no intention of making good on this issue which was clear in their response. Why on earth would I hook a speaker I rented up to a vehicle and drag it? Their response makes no sense at all. Again I was the consumer it should have been what I asked for not anyone else if that was the case but I was there the entire time and as soon as he started putting the one side he was willing to put up using only 3 side walls he said no its too much work you can see it clearly says in the order I was charged a 10% damage waiver fee as well for him to say that isn't the case its there in black and white bold letters. The only thing left on the dance floor was the speaker that remained where it was the ENTIRE time it was in my possession and the bin with the linen. I have included pictures of the set up using what we had at our disposal for the set up of a tent that I asked and paid in full to be fully covered I believe we were just their last stop or close to it and they just wanted to be done and did not care. Resulting in ruining a good portion of what should have been the happiest day of my life. I also spoke with my husband and he never once told them to do any of that. So I don't know who they "spoke" with but it wasn't any one of the guys there.

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