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:02/21/2024

  Type:Order Issues
  Status:

  ResolvedMore 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 tents through Tents R Us over 6 months ago for an event on May 18th. We paid in full for tent rentals. We had to cancel this event since the AirBnb host lied about the property itself. When we told the tent company we were canceling, they were understanding and said theyd send the refund. According to the contract we signed from them, they are required to give us back 75% of payment, as they keep 25% deposit no matter what. Ive called over 8 times, emailed multiple times, from December until now and still havent gotten our money back. Ive spoken to a man twice. Once he said the financial lady was on vacation, and another time saying he forgot to tell her but would make sure to do that. Its now been over a month since I last heard from him, and now every time I call they send it straight to voicemail. They are trying to keep our money and are now being non compliant. We signed a contract and they are breaking the terms of their own contract.

  Business Response

  Date: 03/02/2024

  Hi, I have spoken to my customer and told him that I will refund his event purchase even though the signed agreement says no refund . I am having trouble with Quickbooks on the Credit Card information. They do not save it in there system . This was paid for months ago so no info is available through Quickbooks so they say. We have not given refunds very often in the 19 years in Business and its a new computer run system now. I am planning on just sending a check to the customer minus the 25% deposit even though they paid the total invoice instead of the 25% asked on the contract.  thanks ****

  Customer Answer

  Date: 03/27/2024

  We still have not received this refund. They are now blocking my phone number and refusing to send our money. 
  

  The contract we signed states the 25% deposit is non refundable, not the entire deposit. Plus, we sent the whole payment as a courtesy to not have to pay in the future, as good customers of a business do. 
  

  They lied about sending us the refund. They told us on 2/27 they would be sending it out the following morning, but its been a month and still no refund check. 
  

  After multiple calls and texts, I still hadnt gotten a response about the refund. And now today, they have fully blocked my number and no longer contacting me. They are basically keeping the $1,300 for themselves and refusing to follow their written contract. 
  

  We have done everything correct and they are still illegally holding our money from us. 

  Business Response

  Date: 03/27/2024

  Hi I have sent you my answer at your last request . I told ***** and **** I am going to refund the amount minus the 25% that I agreed to. . Our contract says no refunds at all and because there deposit was the full amount the system considered that there deposit. the minimum is 25% deposit.  I am sending out a check to them today. I cannot even tell you how many phone calls a day I have received from **** . Our business is seasonal and the phone is not always answered during the winter months . We check emails once a week this time of year. Deposits needed to come in to pay out a refund as we use all deposit money to buy new inventory and update current .  thanks ****

  Customer Answer

  Date: 04/02/2024

  Hello. 
  

  After months of requests and empty promises from this extremely sketchy company, we finally received the refund check. A couple things to ***** incredibly rude statements. 
  

  1. For the hundredth time, we understand the deposit is only 25%. But as we told you hundreds of times, your website did not allow for us to only put down 25%. The only option we had was to put down 100%. ****** and **** both said that they got a new website and were both confused on how it worked. Thats not my fault they dont understand their own payment portal, and trying to blame it on their customers is extremely unfair. 
  

  2. I have multiple texts from **** and ****** that they promised to send out this check at least two times prior. Even on the first BBB response, he stated he would send it out the following day, yet again lied about doing so. I really dont care if they say we never gave an actual date on the refund when we were told multiple times we would receive it, and sometimes told it would be sent out the following day. 
  

  3. **** is wildly understating his response times with my calls. The first time I called, he answered right away and told me his sister was in ****** and would not be able to refund until she is back. I waited 2 weeks to contact again, to which he told me he forgot (awful thing for a business owner to do) and told me he would tell her once he was done with plowing. Another month goes by, no check. I called once a day on Monday, Tuesday, and Wednesday that week, and didnt receive a response until I was texted sorry, we had all calls forwarded to the company phone which hasnt been checked in over a week (again, extremely unprofessional). I waited another 3 weeks before texting him again, with no response. I was now fed up with the empty promises and no answers, so I called multiple times on Monday and Tuesday, only to discover they blocked my number Wednesday. That is not my fault you guys did not issue my refund as promised multiple times. And to block a customer because you spent their money they are entitled to per the signed contract is extremely unprofessional. 
  

  4. To find out you werent issuing our money because you already spent it was probably the most disrespectful thing Ive heard you guys do. Our wedding wasnt scheduled until May 2024, and again, we were only able to submit 100% of our deposit. Maybe you shouldve only spent the 25% you guys were actually allotted, and then spend the remaining 75% once the May 2024 wedding actually happened. But why would you take advice from someone else when your business is already thriving?

  We are just ecstatic we finally got our money returned to us, and we never have to deal with **** and ****** again. Theres a reason all of their reviews are below 2 stars. 
  

  Thanks,

  Kent

  Customer Answer

  Date: 04/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  After months of requests and empty promises from this extremely sketchy company, we finally received the refund check. A couple things to ***** incredibly rude statements. 
  
  1. For the hundredth time, we understand the deposit is only 25%. But as we told you hundreds of times, your website did not allow for us to only put down 25%. The only option we had was to put down 100%. ****** and **** both said that they got a new website and were both confused on how it worked. Thats not my fault they dont understand their own payment portal, and trying to blame it on their customers is extremely unfair. 
  
  2. I have multiple texts from **** and ****** that they promised to send out this check at least two times prior. Even on the first BBB response, he stated he would send it out the following day, yet again lied about doing so. I really dont care if they say we never gave an actual date on the refund when we were told multiple times we would receive it, and sometimes told it would be sent out the following day. 
  
  3. **** is wildly understating his response times with my calls. The first time I called, he answered right away and told me his sister was in ****** and would not be able to refund until she is back. I waited 2 weeks to contact again, to which he told me he forgot (awful thing for a business owner to do) and told me he would tell her once he was done with plowing. Another month goes by, no check. I called once a day on Monday, Tuesday, and Wednesday that week, and didnt receive a response until I was texted sorry, we had all calls forwarded to the company phone which hasnt been checked in over a week (again, extremely unprofessional). I waited another 3 weeks before texting him again, with no response. I was now fed up with the empty promises and no answers, so I called multiple times on Monday and Tuesday, only to discover they blocked my number Wednesday. That is not my fault you guys did not issue my refund as promised multiple times. And to block a customer because you spent their money they are entitled to per the signed contract is extremely unprofessional. 
  
  4. To find out you werent issuing our money because you already spent it was probably the most disrespectful thing Ive heard you guys do. Our wedding wasnt scheduled until May 2024, and again, we were only able to submit 100% of our deposit. Maybe you shouldve only spent the 25% you guys were actually allotted, and then spend the remaining 75% once the May 2024 wedding actually happened. But why would you take advice from someone else when your business is already thriving?
  We are just ecstatic we finally got our money returned to us, and we never have to deal with **** and ****** again. Theres a reason all of their reviews are below 2 stars. 
  
  Thanks,
  *************************