Complaints

This profile includes complaints for Kelly Rentals's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Kelly Rentals

  3301 Conflans Rd STE 302 Irving, TX 75061-6355

• 

  Kelly Rentals

  10312 Bickham Rd Irving, TX 75061

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Kelly Rentals, doing business as THE Kelly and ******* Group, concerning my recent experience with their venue, ***** Stables in **********. I rented the venue for my wedding on June 24, paying $1250 for rental from 7:00 am to 2:00 am the next day. Regrettably, my special day was marred by a series of inconveniences and unprofessional conduct that I believe warrant immediate attention and action.To begin with, the troubles started when the linens I had requested were significantly delayed, arriving only at around 3:00 pm. Additionally, the microphone provided for the event did not function properly, causing disruption during crucial moments of the ceremony. However, the most appalling issue was the complete failure of the air conditioning system on what was a scorching summer day. This malfunction made the indoor environment unbearable, leading to the cancellation of scheduled activities and an early departure of guests. Watch the following video: ************************************************************************************* When I contacted *********************** to address these problems, he informed me that he was occupied with another event until 9:00 pm. Although a technician arrived at 8:00 pm, they made no attempt to rectify the situation, resulting in most of the attendees leaving due to the unbearable heat. No alternative cooling measures were provided, such as fans or temporary AC units. The lack of prompt action and disregard for our well-being turned our wedding into a distressing and chaotic affair. (Screenshots attached).Communication with Kelly Rentals after the event was equally frustrating. When I reached out to express my concerns on Wednesday, June 28th, I received no response at all. Even more concerning was the fact that my security deposit of $250, which should have been returned within 7 days as per the contract, was not refunded until after it was already overdue. Eventually, they informed me that the deposit would not be returned due to alleged cleaning issues, a decision made without any evidence or substantiation.Upon leaving a candid ****** review detailing my unfortunate experience, I was contacted by a person named "******" who proposed a dubious arrangement. She offered to return my security deposit if I signed a disclosure and deleted my review. This attempt to manipulate and suppress negative feedback was entirely unethical and unacceptable.Adding to my suspicion, after several guests and I reviewed the venue on ******, expressing our discontent and lowering their ratings, a string of suspiciously positive reviews, many mentioning the last name "*******," appeared almost immediately within the few following days. This development raised concerns about the authenticity of the reviews and further indicates an attempt to deceive potential customers. (Screenshots attached). After numerous attempts to resolve the situation, my security deposit was finally returned, well beyond the stipulated 7-day timeframe. However, I subsequently requested a partial refund due to the appalling conditions and disruptions caused by the non-functional AC system, only to receive a belated response on July 19th, denying my request.For these reasons, I have decided to approach the Better Business Bureau to address this matter and seek appropriate compensation and corrective action. The contract clearly states a charge of $75 per hour for inconveniences, and based on the 14 hours of discomfort and distress from 7:00 am to 9:00 pm, I am *********** a refund of $1050.I urge the Better Business Bureau to investigate this incident thoroughly and take appropriate actions to prevent such situations from recurring. Kelly Rentals DBA THE Kelly and ******* Group has displayed a pattern of mediocre customer service, poor communication, and dishonest behavior, which needs to be rectified to protect future consumers. Thank you for your attention to this matter. I eagerly await your response and hope that appropriate measures are taken to ensure a fair resolution.Sincerely,*******************************

  Business Response

  Date: 08/24/2023

  This is in response to the BBB complaint filed by *********************************: 

  
  ******************** rented the venue last June 24, 2023, since then he keeps on spamming all of our social media reviews and demanding a refund according to his own computation. 

  
  On ********************** To begin with, the troubles started when the linens I had requested were significantly delayed, arriving only at around 3:00 pm
  
  Based on our records the linens were delivered on time, it was delivered before 3PM, June 24, 2023. Annex 1 Attached is the proof of delivery.
  
  Microphone provided for the event did not function properly, causing disruption during crucial moments of the ceremony
  
  The microphone concerns were never raised on the day of the event, they only complained about the microphone when they started demanding a refund from our company. With this, we understood that this claim was maliciously raised against us, in order for us to look bad and for the customer to squeeze the amount they wanted us to refund.  
  
  Air conditioning system failed on a scorching summer day, they made no attempt to rectify the situation, resulting in most of the attendees leaving due to the unbearable heat.
  
  We received ********************** complaint at 7:04 PM on June 24, 2023, and around 7:20 PM ******************** sent the photo of the thermostat. We sent an aircon technician at 8:00Pm to rectify the situation and fix the conditioning unit. This kind of event was unexpected and we have no control over due to the heatwave all over the country which may affect any air conditioning unit. (Annex 2 : News Article stating heat wave affects air conditioner unit ******************************************************************************************************). Given that it was public knowledge that there was an ongoing heatwave problem it is perceived that people are aware of the effects and consequences of the said heatwave in their plans and events. See Annex 2 for the news headline.
  
  As a business we did our diligence by sending someone to check the air conditioning unit within the hour from the moment we received the report.
  
  June 28th, I received no response at all. Even more concerning was the fact that my security deposit of $250, which should have been returned within 7 days as per the contract, was not refunded until after it was already overdue. Eventually, they informed me that the deposit would not be returned due to alleged cleaning issues,
  
  ********************** statements were quite inaccurate, when he reached out to ************************* on June 25, 2023 the day after his event, he was able to receive a response from ************************* promptly that someone  from the team would reach out to him. (Annex 3: FB Response from *************************). Also, attached marked as Annex 4 (Multiple Attempts to call)  the proof that we tried to contact ******************** on multiple occasions and it was him who we cannot reach. 
  
  About the security deposit which would not be returned due to ********************** claim of Alleged cleaning issues, we have attached here photos on how they left the venue marked as Annex 5. Despite the condition of the White ****** as a form of doing good business we still chose to refund the security deposit amounting $250.00 to ******************** last July 11, 2023, kindly see attached Annex 6 (Security Deposit Refund). 
  
  I was contacted by a person named "******" who proposed a dubious arrangement. She offered to return my security deposit if I signed a disclosure and deleted my review. After several guests and I reviewed the venue on ******* expressing our discontent and lowering their ratings, a string of suspiciously positive reviews, many mentioning the last name "*******," appeared almost immediately within the few following days.Development raised concerns about the authenticity of the reviews and further indicates an attempt to deceive potential customers.
  
  The so-called offer that ******************** was talking about, was an act of pacifying his concerns, since he was threatening the company that most of his guests will leave negative reviews on our ************ page. In fact they spammed our review sections with their negative reviews coming from different person pertaining the Jun 24, 2023 event, normally we only receive 1 review per event but in this case we received 4-5 negative reviews to discredit our business. This clearly shows their intent to sabotage our ************ page for us to be compelled to provide the refund they were demanding amounting to $1050.00. 
  
  It appears to our page that they were fishing for negative reviews to ruin the business we worked hard to establish.  Annex 7: ********************** Friends Reviews 
  
  Even, in one of our businesses which they have no ties/order ******************** provided a negative review with an obvious intent to sabotage our business for us to give in with his demands. Annex 8: Kelly Rentals Review
  
  About ********************** claim of fraudulent positive feedback from ******* both ******************************* and *************************** used Whitestable in their events. For **************** it was her Christmas Party and for *************************** it was her Quinceaera, however, for their privacy reasons we cannot share or attach the photos here as we were unable to get their consent to use their photos. Having the same last name with ************************* will not bar these customers from using and patronizing White ****** which a scrupulous person will think and should not accuse fraudulent acts without any proof of the same. This clearly shows his intention to discredit our business.
  
  The contract clearly states a charge of $75 per hour for inconveniences, and based on the 14 hours of discomfort and distress from 7:00 am to 9:00 pm, I am *********** a refund of $1050
  
  Lastly, the White ****** contract clearly states that : Adtl Event Hours $ ***** is to be paid by the customer who will extend with their stay in the Venue. ********************, claimed that it was written on our contract that we will be charged $75 per hour for inconveniences was incorrect. In fact it was not expressly provided in any part of our contract. I hope this counter dispute from BBB will help us stop *********************************** from harassing our business and from posting malicious reviews on allA of our social media platforms. 
  

  
  

  Customer Answer

  Date: 09/05/2023

  Here is my position about Kelly Rentals response:

  I rejected all the arguments responded by Kelly Rentals, due to the following statements: 

  
  1. The linens were delivered late, causing delays in the setup. According to the contract, the venue was rented starting at 7:00 am on June 24th, and Kelly Rentals admitted that the linens were delivered before 3:00 pm that same day. This shows a lack of punctuality on their part.
  
  2. The microphone concern was raised after the event, which can be considered a minor problem compared to the major issue of the air conditioning not working. Since the microphone did not work during the ceremony, it was not necessary to focus on it when there was a more significant problem of no air conditioning, which caused guests to leave early. The screenshot submitted by the company is not sufficient proof that the linens were delivered on time.
  
  3. Kelly Rentals claimed that they received ************************ complaint at 7:04 PM on June 24, 2023, and sent an air conditioning technician at 8:00 PM to "'rectify' the situation. However, this is a lie, actually conversations about the air conditioning issue started at 4:33 pm on that day. In this sense, I attached a clear screenshot that shows that conversation started at that point (4:33 pm) and not how Kelly Rentals responding. Acting maliciously, lying to *** in order to maintain the lack of accountability and responsibility. Business' with this practice deserve an severe observation and intervention on to limit this practices. 

  
  4. Regarding the security deposit, Kelly Rentals refunded the amount of $250.00 to ******************** on July 11, 2023, which is after the 7-day period stated in the contract. This delay in refunding the deposit, along with the offer to return the money in exchange for deleting bad reviews, raises suspicions about their procedures. Their proof  submitted by Kelly Rentals shows deposit back on July, 11th. However the deadline according to the contract was on July 1st. Showing again Kelly Rentals is not accountable of their actions and bad practices.
  
  
  5. Kelly Rentals claimed that ******************** threatened the company with negative reviews on their social media page, and as a result, they received multiple negative reviews from different people related to the June 24, 2023 event. They believe this was an attempt to sabotage their business and force them to provide a refund of $1050.00. However, it is important for Kelly Rentals to be accountable for their actions and understand that all individuals affected by their poor service have the right to express their experiences through reviews including not only the couple in the wedding, also, workers, bartenders, planners. They all suffered due the intense heat and unbearable air conditions 
  
  
  6. Kelly Rentals responded to ************************ claim of fraudulent positive feedback from "*******" by stating that both ******************************* and *************************** used Whitestable for their events. They mentioned that they were unable to share or attach photos due to privacy reasons. They argued that having the same last name as ************************* does not prevent these customers from using and patronizing White ******* and accused ******************** of making baseless accusations without proof. This response contradicts their earlier statement that they usually receive only one review per event, as they now claim to have received numerous positive feedback right after the issues occurred. This raises doubts about the credibility of Kelly Rentals' claims and of course of this "positive' reviews'" 'originated just in a few days. BBB should investigated these reviews in order of giving a real picture of what this venue is actually is. 

  
  Considering these facts, I urge you to take severe action against Kelly Rentals to ensure accountability and prevent further incidents of poor service. Thank you for your attention to this matter.
  
  
  Sincerely,
  

  ******************************** 

  Business Response

  Date: 09/12/2023

  This is in response to the BBB complaint filed by *********************************: 
  The linens were at the venue and there was only missing 2 linens which was delivered before their event starts. Those were just two linens and would not take more than 5 minutes to set up. We asked ******************** what time his event would start to ensure that the 2 linens will be there before it starts. ******************** did not complain and agreed for the 2 linens to be delivered before 3 PM. Annex 1 attached is their conversation with our customer representative.
  As for the air conditioning issue, we did our best to send an A/C technician as soon as we could and therefor their claim that we did no attempt to rectify the situation is completely false.
  About the security deposit which would not be returned due to the condition of the venue after their event, we have attached here photos on how they left the venue marked as Annex 2. Despite the condition of the White ****** as a form of doing good business we still chose to refund the security deposit amounting $250.00 to ******************** which is why it was refunded after the 7-day period.
  I hope this counter dispute from BBB answers ********************** concerns. Thank you for looking into this matter. 

• Initial Complaint

  Date:08/24/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked this company for my August 20th wedding. They not only tried to charge me a $50 reschedule fee that is not mentioned in their contract but their delivery driver also texted me prior to the delivery time to deliver to my venue. Then again 3 hours before the item was set to be picked up in the middle of my wedding. Then instead of calling and communicate the so called manager sends me another text message to say that they apologize but they fulfilled their contract.

  Business Response

  Date: 10/14/2022

  Business Response /* (1000, 5, 2022/08/26) */ This is in response to the complaint we received on the rental order of Ms. ******* ******. We apologize if Ms. ******* ****** felt that we failed to meet her expectations from the company, however, we would like to take this on record that we never collected the $50.00 for the rescheduling fee on her delivery. The said penalty was due to her last minute rescheduling of the delivery for August 20, 2022, from 8:00AM-2:00 PM to 12:30PM- 4PM which would greatly affect the delivery time frame we have for our other clients but since we were able to deliver the items at 1:10:44 PM which is within the agreed timeframe and pick up at 10:39:45 PM we did not charged her any penalty (Kindly see attached order reference). As part of the standard delivery notification process of the company, Drivers are required to notify our customers either thru call or sms, to set their expectations about the delivery and pick-up timeframe of the rented items. Though we see opportunity in how our Driver sent his pick-up notification in this incident, we see no violation in the contract by doing such. We had coached the driver involved to better improve on how he sent out his reminder notifications. We appreciate Ms. ******* ****** feedback to our business, however, we would like to emphasize that the Contract she entered to Kelly Rentals was a "Rental Service '' and this complaint has nothing to do with rented items she availed last August 20, 2022. The duties and responsibilities of Kelly Rentals to deliver the subject of the contract were fully completed and there was no breach of contract on the complaint, to justify the customer claim of "Full Refund" on the contract that she entered with us. Lastly, any act of slander against the company to any social media channels will be treated according to the law governing Texas.

• Initial Complaint

  Date:06/06/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to rent some chairs for a party this weekend. I spoke with Clem. After I spoke with Clem, I reviewed the charges and I was dissatisfied with the delivery fee, so I called back 20 minutes after we spoke and I asked to cancel the order. Clem told me that they would not refund my money and he offered store credit. I told him that I have no use for store credit, and I asked again for Kelly Rentals to reverse the charge to my credit card in the amount of $144.02. Clem said no, and in fact he informed me that he and his supervisor had already listened to my original phone conversation from 20 minutes ago to make sure he told me that he had sent me the terms of sale including the no-refund policy. I never consented to being recorded and this is a blatant violation of my privacy rights. I'm not using the rental service and I simply want a refund. I was not aware of the no-refund policy when my credit card was charged. Kelly Rentals acted inappropriately in refusing to honor my request and by recording and listening to my conversation without consent.