Complaints

This profile includes complaints for Las Vegas Party Rentals's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Las Vegas Party Rentals

  4214 Bertsos Dr STE 3 Las Vegas, NV 89103-3790

• 

  Las Vegas Party Rentals

  2111 Western Ave Las Vegas, NV 89102-4621

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:02/19/2024

  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 was providing a service for a client and hired this supplier to provide me with certain equipment in order for me to do this event. When they showed up, they did not have some of the items that were really important to being successful with this program, they promised me that they would have them delivered first thing the next morning. They never showed up. I called, I text, I emailed and even had one of my suppliers that was their setting up. Call the owner of the company to let him know this is an SOS and that my event depended on him, delivering what was contracted and paid for . This was on February ************************************************************** with either an acknowledgment or an apology and the refund since I paid everything in full if it wasnt for last-minute company to step in and provide the tables this event wouldve been failure .

  Business Response

  Date: 02/19/2024

  Customer received everything that sent. She made modifications on January 8th and January 11th from her original order that that was placed in December. Email confirmations were sent on those days to her showing the changes. The customer admitted on previous emails that she was very busy and hadn't read the order. We have already discounted her over $893 in discounts , and we will not be offering anything further. 

• Initial Complaint

  Date:08/18/2023

  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.

  8/14 Terrible customer service, rude and showed lack of care after the horrible, extremely dirty and uneven tents were dropped off at our event! The drivers only gave us 15 mins to arrive and the owner attempted to extort us for standby time! I would never rent from these people again! Furthermore he refused to give me a refund for missing items! ****** is refusing to refund for missing chair covers and tents that are in horrible condition.

  Business Response

  Date: 08/18/2023

  The customer signed the contract for a delivery window of 7am to 7pm on the day of delivery and the day of return. On Friday our team called the customer 30 mins prior to their arrival, Once they arrived on site, they were informed that the parking spots would not be available for us to set-up the tents until 5pm that afternoon. The customer *********************** called us at our office and said that she wanted us to return at 5pm to install the tents. We informed that customer that her contract had an open window delivery of 7am-7pm which means we would route the orders according to our business needs. We informed her that since our day was scheduled to finish at 1pm and that we would have to keep our crews an additional 4 hours that there would be standby time charged for her order. When we arrived on site to set up the tents, When we arrived on site we were notified that the tenants of the building had not given permission to our customer to install the tents. We informed them that we had a contract with *********************** that stated the tents were to be installed here. That we would have to install them, and we would provide them with the information to reach out to our customer.Due to having to move our orders around we had to change one of the tents that **************** received to a different style.  At 4:30pm we received a call from the owner of the building *************************, informing us that he and his tenant did not authorize anyone to put up tents on their property while they were closed. We informed him that our client requested the tents and informed us to install them there. We provided him with the customer's information and she did not return his phone calls. The owner continued to call us over the weekend to discuss when the tents would come down. 

  **************** reached out to our employee via text on Friday and stated that she was not happy with the condition of the tents. On Thursday the 17th once our owner was able to access the picture and get the update he responded to **************** informing her that the tents are a used item, they are not brand new and explained that the tear in the side handing piece of the fabric, is wear and tear and does not impact the use for which the tent is used for, and also informed her that what she thought was a ripped corners is the velcro of the corner that came undone. We informed her via email that we would remove the charge for the chair covers that she did not receive, and would wipe out the charges for standby time and the issues of dealing with a property owner due to her using their property without their permission. I have attached the emails that we sent to **************** which was not presented in a rude manner. 

  Customer Answer

  Date: 08/18/2023

   
  Complaint: 20487766
  
  I am rejecting this response because:
  The contract was not fulfilled as agreed. There were missing items and the tents pictured were not the tents we received. Although a delivery window was given I was only given ***** mins notice to arrive on site. That does not give the customer enough time to arrive. Furthermore the person that contacted them was not the actually owner it was an employee of the building who had no authority to make any decisions. The tents were placed in the incorrect area and my husband adjust the tents. The workers he sent were subpar and one of which was inebriated. Our event required black chair covers and those were missing. Once I seen the condition of the mix matched tents I immediately sent photos to Las Vegas party rentals. I then asked for the tents to be picked up at 830am on Monday and they showed up around 11am. ****** is attempting to not refund me any money and fabricate stories of standby time. As soon as they arrived Friday at the end of their route they immediately set up the tents and departed! The customer service is horrible. Based on the reviews Ive seen on yelp this is not the first time a customer has received items in terrible condition.
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/18/2023

  The contract was fulfilled to the best of our abilities. The only missing items were chair covers that the client states were not received, however, our driver states they were left with her and she sent a picture of the package that contained the chair covers with the label stating them they were on there. Although a delivery window was given to her, our office called her directly (after our driver tried several times) twenty four minutes prior to the delivery that they were enroute. Our team arrived, and waited over thirty minutes to only find out the parking lot where the tents were going to be used was still filled with cars, and that the cars would not be moved until closer to 7pm. We finally returned at 4:30pm (the client was present) to set up the tents. The client directed our staff to where the tents needed to be placed. There were no issues or complaints given to our delivery staff of where the tents were located. Photos of her dissatisfaction were not sent until after business hours and because of darkness as well as since the crew was already on overtime due to the clients negligence, our team was unable to stay. . The crew was onsite at by 9:30am within the pickup window that the client had agreed to and the tents removed shortly after arrival. 

  Secondly, the owner of the property is *********************. He has extremely threatening because the setup was not approved by the property owner, and has threatened legal action. We have referred this to our legal team. 
  

  The accusation that are drivers was inebriated is ludicrous. Our team is regularly drug and alcohol tested. Again, this accusation was not made until six days after the delivery making it impossible to investigate or respond. 

  I have offered to not charge her for standby time as a sign of good customer service, but this offer has been rescinded based on the behavior and actions of our client, and we will not be providing any refunds. 

• Initial Complaint

  Date:06/15/2023

  Type:Order 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.

  In March of 2023 I sign a contract for equipment on a party on June 3rd. The contract included setup of Lights and clearly states that the light stands will be filled with sand to hold them up. The setup was not done I had to do the set of myself and there was no sand provided so we had to use water to keep the lights up. Also no chords were provided and no lights were provided so all of that had to be purchased.

  Business Response

  Date: 07/17/2023

  Customer called in 5 days after the event and told us about the issues of his event. We told him that since it was 5 days after we would have to talk with our teams and find out what occurred so we could get back with him to go over the details. We have conducted our interviews and follow through with our team. Our crew grabbed the wrong chairs for the delivery, once it was brought to our attention we had our crew pick up the wrong chairs and deliver the correct ones. We were not notified about the lights and stands not being corrected, so we did not have an opportunity to fix those items. We deliver the day before the customers event so we have time to correct any issues they may have. Due to the customer's issue wit the bistro lights we have refunded the full total of the bistro lights back to the customer and we refunded half of the cost of the bistro lights stands back to the customer. We have not heard from the customer.