Complaints

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:09/12/2022

  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 rented a canopy from this business. The canopy was broken with multiple metal arms hanging down from the tented area causing one side to droop. I did not have time to return it for a different one, but I was able to make it work, although the canopy looked pretty shoddy. When I returned the canopy, the manager lied and said I did the damage and fraudulently charged my credit card $310 for damages.

  Business Response

  Date: 10/04/2022

  ******, 

  
  

  This will constitute my official response.

  
  

  The review left by ******* is completely false. We will have to agree to disagree. This is the 3rd differing version of the story he tells depending on if you see it on ******* this site, or by our recorded phone calls in which he and the receptionist talked as well as he and I. It is unfortunate that people will use reviews for personal attacks and slander. 

  The first call we received from *******, he is clear when he states it was missing bolts. Upon inspection, we found 1 broken strut, in which the BBB review he says several. 

  Truth of the matter, supported by photos, recorded calls and deduction, is that he rented it on one of the big monsoon weekends and it was damaged. Upon return, it was full of mud, and had a broken strut, which we have photo documentation . On ****** review he also complained about a dance floor that he said was advertised falsely on our website in regards to the occupancy accommodations.  I immediately directed him to the internet and Royalties numbers that are industry standard. I then emailed him and suggested he take down the post as it was slander. Then he said our dance floor was cracked and posted pictures where 1 tile did have a crack that is barely visible in the photo.

  ******* and his spouse mentioned multiple times that they had gone over budget .  I think this is where it fell into this chasm of untruthful slander. After being charged for the additional broken tent, which was authorized via contract, he could not afford it. I understand , and would always say to live within your means. 

  That being said I feel bad for ******** predicament and have counseled my sales staff to continually make sure that when placing an order , that they clearly explain terms and conditions of contract to the customer and ensure understanding of the cost liability of equipment in their possession. 
  
  Thank you,
  
  

  ***************************

  Royalty Rentals

  Customer Answer

  Date: 10/05/2022

  *****,

  I'm stunned at how ridiculously wrong your are. Most of what you replied with is inaccurate. Where you're getting anything about a dance floor I have no idea. I did not rent a dance floor, did not post anything about a dance floor, there was no dance floor involved at all in my case. You've clearly confused me with someone else who was also upset with you as you have confused the details of my case. You never talked to my spouse about anything and I never mentioned anything about a budget. You must have so many unhappy customers that you're starting to confuse us. Regardless, the fact remains that you rented me a broken canopy and now you're trying to get me to pay for it. You're also a liar. There was no mud on the canopy, I folded it up myself. The only option here is for you to refund the illegally charged fee as well as the charges for the canopy rental. Until that happens, I will continue to tell my truthful story all over the internet in hopes that you'll realize you can't rent broken equipment and then charge people to replace it. It doesn't matter how broke it is when you get it back, you rented a broken canopy to begin with which you fully admit in your response. I'm sure your contract states somewhere that the product is in good condition and not broken. You violated your own contract from the start by loading a broken canopy into my car.

   

  ******

  Business Response

  Date: 11/17/2022

  ******,
  
  I would like to formally pull my membership from BBB. This guy is a liar and pulling chains to receive funds for something he broke. His credit card company has denied the claim for him I believe and its all about character assignation now. Please let me know if you require anything else from me. Fyi , we sit at a 4.6 or 4.7 on ****** so that should tell you something.
  
  Thank you,
  
  ***************************
  Royalty Rentals
  ************