ComplaintsforSlingshotME of Music City

• Initial Complaint

  09/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I booked a rental with slingshot rentals the day prior to my pickup. I told the the owner I wanted only 4 hours of rental service on two different phone conversations that day. Instead of him telling me what all is required to rent and be fully covered he was too busy trying to up sale me on the hours of rental to make more money. I had just rented in another state and the hours was not what I was going for. It was just something to do with my son and for his experience was what I was going for as we had other things planned for the day. After I booked on the second call I made that day, he immediately after told me that I needed to get insurance as his didn't come packaged. It was like he had a hidden agenda to get me booked first then tell me two sentences later about the insurance. I didn't run into this issue before when I rented in Orlando Florida. I was told upfront everything I needed to do to enjoy my experience and I paid for it and enjoyed it. Insurance WAS included when I booked in Florida so I assumed it would be the same thing definitely since it was NOT disclosed prior to my booking with SlingshotMe in Nashville. I made a joke about that fee possibly being covered but the owner got irate and proceeded to tell me about what he owned so I decided to cancel my booking 20 minutes later and booked with another company in Nashville that treated me like a customer and like they wanted my business. Even after I booked I was thanked for booking several times and after I returned the rental I was thanked again Here they disclosed everything to me and insurance WAS also included again like it was in Florida when I booked. There were no secrets or side motives present. Just a vendor providing a service to a customer and a fun time for me and my son. SlingshotMe has disputed my refund even though I never received there services and I would like for my funds to be refund. I hope you can help with this experience.

  Business response

  09/29/2022

  *usiness Response /* (1000, 5, 2022/09/15) */ ***** called and inquired about booking just as 90% of my previous 400 other clients have in the past. The package he inquired about was my most cost effective rate of $199 for 4hrs. As a direct result of previous customers requesting more time while on a 4hr rental, I suggested the next package of twice the time for half the price of what he was inquiring about. It is simply the better value. The customer informed he preferred the 4hr so we proceeded to move forward with the booking. After completing his reservation for a 4hr rental in which it is stated prior to processing his payment that "bookings made within 24hrs of pickup are non refundable and can only be rescheduled if inclement weather is forcasted". (Also stated on our website) He approved authorization of his booking. Immediately after booking I thanked him for his reservation and proceeded to say I would now send him the link to get his $15 insurance coverage, which is required for rental (also clearly stated on our website). ***** immediately became noticeably irritable and asked why it was not included in the price and I politely explained that our customers are not required to get insurance until 48hrs before their reservation, which works best in case an emergency comes up or inclement weather keeps you from making your reservation. It was like he assumed I was personally "keeping his $15". I stated to him that this process is the way we complete all bookings and that the $15 does not go to SlingshotME of Music City, but directly to our insurance carrier. There is a absolutely no financial gain at all to our company for client insurance purchase. I once again informed him that all of this is stated on our website and asked if he had taken the time to look over the "requirements for rental tab" on the site and he answered "No". We ended the call by me thinking him for his business and saying we look forward to "Slinging you around Music City tomorrow". He said "ok... thanks" The next day we sent ***** a "pre-checkin text" as we do with all customers the day of their bookings just to make sure everything is still a go on their end and that no emergencies or unexpected delays has come up. (This entire text thread with date and time stamps is still in our possession). Text thread: SM - Good morning, just confirming that you'll still be arriving by 12pm? * - No. I appreciate it SM - Oh ok... so your not picking up your rental at all? * - No sir SM - Ok... you have a great weekend * - You do the same ***** never requested a refund or let alone even suggested one. We never thought anything of it other than he could not make his appointment. Unfortunately, life happens and we stated on the call that his booking would be final because it was within 24hrs (as previously stated) it was also sent in his confirmation email and as mentioned previously it is clearly stated on our website. We have had over 400 rentals and have 115+ ALL 5 star reviews from our customers and pride ourselves on giving our customers an elite customer service experience and an unforgettable time while in our Slingshots. ***** seemed to be under an impression that all Slingshot Rental companies should function and operate the same and that's just not the case. It is so unfortunate that ***** did not complete his reservation over a standard $15 a day required insurance fee that is required for his protection and peace of mind and it is also unfortunate that he decided not to shop up for his self approved reservation that unfortunately did not qualify for a refund nor was one requested. (Text thread can be made available upon request) We would love to still give ***** the 4hr reservation he booked if he still wanted it, even though we were not the cause of him missing his original booking. Consumer Response /* (3000, 7, 2022/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The owner told me there was no cancellation on the phone since it was within 24 hours. He made sure he did point that out but not the other services needed to book the rental. He made sure he said that multiple times on the phone especially when I mentioned the extra insurance needed that I was unaware of before booking. The conversation was rather hostile definitely for a few dollars. At the end of the day as a business owner you listen to your clients needs, my 4 hour rental (there was no need to up sale), you point out the services you provide and how the customer receives those services, ( the insurance should've been mentioned before I booked not after, you also carry yourself in a professional manner, ( not pointing out how many slingshots you own or what have you ). My financial institution *********** submitted him a claim that day so he knows a refund was requested. I can get those records if needed. All in all their service was terrible and I spent the same amount of money with a company that cares about there customers ( the most important part ) and if I want to book a slingshot again or refer someone it will definitely be to them. As you can see the services were not used at slingshotme as he pointed out in text so he still had his car available to book with whomever he chose to book with. If the conversation was handled professionally I would've went ahead with my booking but I did not feel safe going to his establishment. There was nothing about the conversation that made me feel safe about going to his business. *usiness Response /* (4000, 9, 2022/09/15) */ Once again, Everything I said in my original statement is still valid and our procedures and processes have been the same before and after Mr. *'s scheduled rental. The notice that he said came from his bank, I did not see, I'm assuming just as he did not see any of the information on our booking process stated clearly on our website. I was clearly unaware and unexpecting of it as his text message conversation (listed and attached above) did not reference a cancelation or refund, but rather just a "No sir" when asked if he was still coming. As stated previously, our policy states that after 24hrs of booking or bookings made within 48hrs of your reservation are nonrefundable, but could be rescheduled if inclement weather was the cause. Mr. * made an appointment within 24hrs of his reservation and failed to show up. That is not a refundable transaction.

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