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:08/04/2023

  Type:Billing 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 the Program Director for a Worcester based non-profit. Our youth program is planning an end of season block party and a member of our seasonal adult staff contacted Taylor Rental to rent a dunk tank and a few other smaller pieces of party equipment on 7/21. She was told over the phone that she needed to pay for the dunk tank in full and provided payment over the phone. She was not told this was non-refundable and was not provided with a contract, information about cancellation, or a receipt of any kind. On 8/4 we called to cancel the reservation because we did not have the capacity to pick the equipment up and the delivery cost ($300) was beyond our budget. The staff informed me the payment was non-refundable according to their contract. When I asked if we had signed the contract, they admitted we had not. I said it was unusual for a rental of this type to not allow for cancellations within this time period (we do many of these rentals for other events.) They reiterated that it was their contract that this was not refundable. I said that I would be making a complaint about this business practice and requested a copy of the contract via email and they refused to provide it. We are a nonprofit serving underprivileged youth and have a very modest budget for this end of the year summer celebration. We would appreciate support in having this business process a refund as soon as possible. We can provide a credit card statement at the end of the month but have no other supporting documentation as nothing was provided to us by the business.

  Business Response

  Date: 08/21/2023

  We have been in business for 46yrs  at taylor rental our policy has always been nonrefundable on party items it is on our web site also the girl that reserved these items called several times talk to our manager of 35yrs was told of our rules we do alot of reservations on the phone and when they pick up they get therir contract then or if they ssk send one to them. Also she stated she wanted to cancel because it was not in there buget i would think before calling and reseving you would know your buget is.we are telling other customers it is no longer a ailable for that date as soon as its paid thank you for listening

  Customer Answer

  Date: 08/21/2023

   
  Complaint: ********
  
  I am rejecting this response because the description of their website policy is inaccurate (see ********************************************************************************). Their website states that a deposit may be required for larger items, but we were charged the full price. The definition of a deposit is a sum payable as a first installment on the purchase of something or as a pledge for a contract, the balance being payable later. Our employee maintains that the non-refundable nature of this payment was not discussed over the phone and since no receipt or contract was provided, there is no record to dispute this. Accepting full payment for a rental with no option for deposit is not the industry standard and does not match the description on the website provided.

  Furthermore, providing a receipt and copy of contract is standard business practice and not only was that not done at the time of payment, but the employee I spoke with on the phone refused to provide any of these records to me. For all of these reasons, we do not accept this response to our complaint and reiterate our request for our purchase to be refunded. 

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

  Business Response

  Date: 08/29/2023

  No refund  that is our policy  this is our last respone

  Customer Answer

  Date: 08/30/2023

   
  Complaint: ********
  
  I am rejecting this response because the business has not responded to my complaint with any meaningful action. 
  
  **************************************************