Complaints

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• Initial Complaint

  Date:02/08/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  We rented a 30 foot by 60 foot tent with 11 tables, 100 chairs and a dance floor for $4539.78 to use at my daughters wedding. Two days before the wedding this company came to install it but said there was not enough room and left with the tent plus dance floor only leaving the table with chairs. They never even came out before the arrival time to ensure things would move forward as planned. We measured the width and length there was enough room. This company did nothing to work with us to resolve the issue causing us to spend an additional $1600.00 to rent two 20ft by 40ft tents off another company and install them ourselves two days before the wedding. This company is refusing to refund our money and caused us so much stress and extra work. This has been the worst company I have ever worked with not even trying to resolve the issues. Even after we had backup tents installed they even refused to deliver the dance floor so our guests couldn't dance at the wedding. This company ruined our daughters wedding and is refusing to refund our money. I attached picture showing there was more room on both sides. We should at least be refunded the tent, tent walls and dance floor cost which was $3100.00.

  Business Response

  Date: 03/08/2022

  This entire rental that went bad started this way. 
  
  His parents showed up at my shop in April. Wanted the biggest tent we had available at the time. Tables and chairs for 90 People. Yes, and a 12 X 24 dance floor installed in the tent.  I let her know she was responsible for calling for locates and making sure the tent would fit staked in the ground. She assured me that her son had acres and acres of property behind Markstay and there would be no issues with everything fitting.
  Over the past three months not only did she confirm the size but also added more tables and chairs for up to 100 people. Even up to July 22 when she asked when we would setup the tent. I confirmed again with her to look at the contract to make sure once again that she new a 30 x 60 Pole tent was coming. Because she had referred to a different size.  She again confirmed all was good. Her mistake referring to a 20 x 30 Tent.
  
  The day of setup. We showed up with 6 guys, 2 trucks and a trailer. We pulled up on the bush lot covered in trees to find a clearing only 20 x 40 Max with marsh on one side with trees and big rock on the other. No way at all to fit a 30 x60 Tent any where.
  When I let here son know what Mom had ordered he wouldn’t believe me. He said it was always to be a 20 x 40 Tent. So he made a call……..then his phone went flying. Very upset that she had changed his request on tent size.
  
  Mom let us know when we where on the property that she got a hold of a 20 x 40 "do it yourself tent and sorry for have wasted our time". I left what I could under a tarp. 100 white chairs, 7- 8’ Rectangle Tables and 11- 60” Round tables. Dance floors need to be installed under a tent installed by us. So that was not going to happen either.
  Now for our policies. Ours are the same as any other party and tent rental companies. Non-refundable deposits and payment in full when we show up to install.  I could have rented that tent to at least 4 other couples that called looking for tents for weddings on this weekend. I did not cancel or over book my equipment. I honoured the reservation and booking.

   

  The Tent is a 30 X 60 Pole Tent that needs stakes all around placed 3 feet apart from the tent. As you can see in there pictures. They could not even tension a 20 x 40 Pole tent properly in that space.

  Customer Answer

  Date: 03/08/2022

  * ********** ********
  
  I am rejecting this response because: This company did not even try to work with us they asked for 30 feet by 60 feet and that is what we gave them they did not ask for 40 feet by 60. They called us twice before the wedding and asked us if we still wanted the tent they had already made up their minds to use it for someone else who probably gave them more money. They showed up and did not even try to setup the tent they just dropped off the table and chairs and took the dance floor with them along with the tent. As for the 20x40 tents that were there and they were not taught enough well you have a bunch of people who do not know anything about putting these tents up and you think it was supposed to be perfect. I use a professional footage counter and there was 30 feet there, you would not even bring back the dance floor when we had the other tents installed so no one could even dance. We even had to spend another $1600 dollars because of this company plus all the labour trying to install them. I am asking for a refund of $3200 for the tent and the dance floor if not we will see you in court and I might just go after a lot more money for the heart ship and stress this company put on our family. This company did nothing to work with us I could have even installed eyebolts into the rock for them to tie off to I had the tools there. As for it being a swamp it is not its just tall grass you wouldn't know because you never even walked over there. I have video footage there is 30 feet of room!!!!!
  
  Sincerely,
  ***** *******