ComplaintsforPrime Time Party Rental, Inc.

• Initial Complaint

  11/03/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I contacted Prime Time in August regarding renting tables, chairs, & a dance floor for my wedding. When setting up the rental, I stressed that the venue had a packed dirt floor & was assured they would provide a subfloor & that they were experienced with this sort of job. When they arrived, 2 days before the wedding, they had only the floor panels, no subfloor. They left, saying they would sort it out, but hours later, we still hadn't heard back, & I had to repeatedly reach out to the company for follow up. Someone finally came out the next day to "fix" it, but instead of bringing an actual subfloor, they tossed down a few misshapen sheets of plywood & put the dance floor on top. They didn't even follow a simple request regarding the placement, so the floor they placed was off-center, oddly angled, with panels that weren't locked, & several of the rubber trip panels along the sides were 1-2 inches from the ground, causing a tripping hazard. Just our rehearsal run through, with 8 people walking slowly over the floor, led to the panels shifting & coming apart (since they weren't actually locked in place) & the trip guards falling off. Not only did it look terrible, it wasn't functional & was a safety hazard. I contacted the company's emergency line & was told someone would be out "first thing in the morning". They didn't arrive until *noon*, & did not have any sort of solution to the issue. We called & spoke with the owner who was dismissive & abrasive, insisting they had never used anything except these warped sheets of plywood in "30 years of business". He also tried to claim that the associate whom I had been in contact with for over 2 months didn't work for his company. We insisted they remove the floor, as it posed a safety hazard & they had made it clear they couldn't install it safely or properly. The owner agreed on the phone to provide a full refund for the cost of the floor, & I have reached out about the refund, but the company isn't responding to me.

  Business response

  11/10/2021

  Business Response /* (1000, 5, 2021/11/08) */ Contact Name and Title: *********************** Contact Phone: ********** Contact Email: ********************************* Thank you for taking the time to let us know about your experience wit us. I apologize for the troubles you had before, during, and after the event knowing that it is already a stressful time and it is never our goal to add to the stress. Unfortunately we have a lot of new staff members who are not knowledgeable on all of our items yet. This is no excuse but we have addressed these issues with all of the personnel involved and I have processed the refund for you as 11/05/2021. If there is anything else I can do for you please call me directly at ************ or *********************************. Consumer Response /* (2000, 7, 2021/11/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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