ComplaintsforGrand Event Rentals

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last year I sign an agreement with Grand Event rental to set up and install two stages at hotel ********* in ******* for an event I am producing of the Radio Enthusiasts of Puget Sound. We agree on the price and I been working with this company for over 10 years setting up stages at this hotel. Now Grand event rental decidedto add another $500 as a new charge in carrying the stage in to the hotel. They have never done this in the past. Thus the $500 is out of my budeget and we are a nonprofit. Thus I ask for Grand event rental to refund the deposit becuase they are not going with the agreement. They refuse to return our deposit.

  Business response

  03/15/2024

  We understand the frustration regarding the long carry charge to transport 20 pieces of our 4x4stage sections, weighing 75lbs each, up and down 11 steps. Unfortunately, these circumstances, were not communicated transparently in advance and did not comply with section 5 of our Terms &Conditions: "DELIVERY/PICK UP. Delivery is made to the closest point a delivery truck can park. Deliveries made up or down stairs, by elevator, or to any point where extra time is involved (more than 50 from truck parking or on a non-cartable surface) will result in extra fees".
  In response to this situation, we presented an alternative solution wherein our team would not navigate the stairs with the stage sections to avoid the charge.
  Regrettably, refusal of either option resulted in a cancellation of the order. The 50% non-refundable deposit paid, is available to the client as a future credit. It is disheartening when agreements are not honored as expected, especially given our longstanding relationship with the company which was taken into consideration when calculating the long carry charge for the additional labor.

  Customer response

  03/15/2024

  Hello we been using the same hotel and and same location with Gran event rental for over 10 years.  We had a signagreement for this event.  We just want our money back.  The issues Grand event rental will not work becuase many of us are blind and handicap and are older and can not carrythe stages which was one of Grand event rental solution.   

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