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:09/27/2023

  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.

  To whom it may concern,I hope this message finds you in good health. I wanted to take a moment to address an unfortunate issue that arose during the recent weekend event. We sincerely apologize for the challenges we faced in dealing with the substandard and unhygienic condition of the portable toilet we rented out from FLUSH. It pains me to inform you that the services provided in terms of cleanliness and hygiene fell far below acceptable standards. I have engaged in communication with the company responsible for the highly unsanitary and repulsive portable toilets that were provided. Despite my explicit request for transparent communication and a direct appeal to ensure the portable toilets are securely locked upon delivery to prevent a recurrence of the unacceptable incident over the weekend, the company has opted to deflect blame onto our side. It's important to highlight that they assert their operational availability seven days a week. However, the responsibility for delivering the portable toilet rested with them, and they do not conduct deliveries during weekends.. It is disheartening that such a crucial aspect of our event, which should have been handled with professionalism, was marred by negligence and a lack of responsiveness. Not only were the portable toilets devoid of essential amenities like toilet paper, or handicap portable toilets, but also the receipts provided lacked any disclaimers on the receipt. The representative never bothered to offer any additional services over the phone nor emails. I myself have to send several emails to ensure that our order was timely received only to receive a reply from her that she was on vacation. Regrettably, the manager called to scream at me upon receiving an attendee 's email complaint in addition to mine. Sadly he never issued an apology or a solution for this misfortune. I have bcc all the **** list servers to take actions On behalf of the African Festival of ****** Committee

  Business Response

  Date: 10/10/2023

  This customer called on August 14th requesting a quote for two toilets for a weekend event. After requesting more information, our customer service representative recommended eight toilets. At that time they were asked if they would require the toilets to be serviced before the removal date and provided with the cost. The customer declined. Because of the delivery location, our customer service representative asked if they would like locks and what the cost would be, the customer declined.
  
  On Sunday an ***** was sent to our customer service rep complaining about the condition of the toilets. Our rep's ***** was set to auto-response that she was away and to call our main telephone number. This is the same number that is on every toilet we have.
  
  Our main number is forwarded to an answering service during off hours (24/7). All messages are forwarded to *****, our VP. He would then forward the message to me. I would then reach out to the caller and take whatever action would be necessary.
  
  We take emergency calls seriously. The Vice President of the company and the General Manager are directly involved with these calls to ensure that they are addressed promptly and appropriately.
  
  There is no record of a telephone call on Saturday or Sunday regarding the condition of these toilets.
  
  On Monday, August 21st, our customer service rep forwarded the complaint ***** from the customer to our ******************** Manager, ****** and myself.
  
  ****** called the primary contact for this event in an effort to resolve the situation. My understanding is that the individual was aggressive and disrespectful, raising her voice and using inflammatory language. She then accused ****** of doing the same and abruptly ended the conversation by hanging up.
  
  The condition of the toilets described in the complaint that the BBB has received is the result of poor planning, refusal to follow our recommendations and a lack of common sense on the part of the event planners.
  
  Feel free to contact me if you need any further information.
  
  Thanks-***
  

  
  

  Customer Answer

  Date: 10/11/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  
  I am writing to express my deep disappointment regarding the business in question''s response. It is disheartening to witness a clear misrepresentation of events and a lack of accountability on their part.
  
  On August 8th, I reached out to request a quote for a total of 8 toilets for an upcoming weekend event, as evidenced by the attached documents. It is crucial to note that this initial request for a quote occurred on August 8th, not on August 14th, as they claimed. The representative, ******, failed to provide any additional services as mentioned in her email and did not specify any associated costs, which should have been included in the proposal. The business representatives are untruthful in stating that they offered extra services such as locks. In reality, I specifically inquired about the availability of locks upon delivery on that Friday, and the assigned driver was unable to provide an answer.
  
  What is especially disheartening is the business's refusal to acknowledge their mistakes or offer any form of apology for their subpar customer service. In their response, they made inappropriate assumptions about me based on my accent and minority background. They alleged that I was aggressive, disrespectful, and used inflammatory language during our interactions, which is entirely false. Furthermore, they accused me of abruptly ending a conversation by hanging up. The truth is, I had clearly explained my situationI was at the hospital with my mother, who had been diagnosed with pancreatic cancer and was undergoing surgery at that very moment. Given the circumstances, I was in no position to raise my voice or engage in any inappropriate behavior. I implored ******, the representative, to listen to my explanation, but he remained insensitive and unresponsive, which led me to end the call. I ended the call to prioritize my mom who has diabetes, leukemia, tachycardia, and who was undergoing pancreatic cancer surgery --Do you think I had the time and energy to even argue with an insensitive person?????
  
  I must emphasize that, as experienced event planners with over 13 years of history, we have never requested only 2 toilets. We consistently receive excellent services, including the provision of keys. The service providers have frequently informed us of key locations. Thus, it is puzzling why we would decline such services when, in fact, I explicitly asked for the toilets to be locked, and this request was disregarded. It is evident that their representatives need to improve their communication skills, and I would recommend recording their conversations with customers to avoid misunderstandings and false accusations in the future.
  
  Attached, you will find documents supporting our claim that we have never requested only 2 portable toilets and that our past requests have always included the provision of locked toilets, as indicated by the email referencing "Key."
  
  In conclusion, we simply wish to have our money refunded. We intend to take our business to more inclusive and respectful companies, as we will not tolerate stereotyping or mistreatment. I am a proud, educated Black African woman, and I have reached my limit when it comes to such unjust stereotyping.
  
  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Mireille

   

   

  Business Response

  Date: 10/12/2023

  Based on our internal investigation, we stand by our previous statement.

  Customer Answer

  Date: 10/16/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I'm a bit perplexed by the business's response and their apparent lack of accountability. To clarify, my communication with the business was not impolite; it was their demeanor that lacked courtesy. Their claims appear to be inaccurate, with evident discrepancies in their statements. Additionally, I've noticed a comment box on the invoices, but I can't find any acknowledgment of our refusal of offers that were never extended in the first place. Our primary goal is simply to secure a refund.
  
  Furthermore, I've reached out to other festival organizers and their representatives have asserted that they weren't presented with any options regarding locking the toilets, and the portable toilets were delivered in an unlocked state. As I continue to gather reviews, it seems that my findings are limited to wedding-related experiences. It's possible that this particular business may not be equipped to cater to the needs of festivals.
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Mireille