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:10/15/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  My name is ******* *****, Chair of ***** ******* *** Syracuse. I am filing a formal complaint against Party Rental Center (Able Smith Tent) for failure to fulfill contract obligations, which caused significant disruption to our event on **** *** ****. Despite full payment and confirmation, key equipment, including tents, water weights, and restrooms, were not delivered, and the setup crew arrived late, severely impacting the event for over 500 attendees.
  
  I have made several attempts to resolve the issue, but all communications have been ignored. I am requesting a refund of $1,982.80 for undelivered services and equipment, as outlined below:
  
  Six tent frames (10'x10') – $840.00
  Water weights – $569.80
  Two standard portable restrooms – $298.00
  Handicap-accessible portable restroom – $175.00
  Reduction in setup/takedown fee due to late and incomplete setup – $100.00
  Key Failures:
  
  Failure to deliver six tent frames, water weights, and restrooms.
  Late arrival (11:00 AM) despite confirmed 7:30 AM setup time.
  Poor communication and unprofessional conduct, with threats to cancel the reservation due to misplaced deposit.
  
  I will be providing the full complaint along with supporting documents to substantiate these claims. I seek BBB’s assistance in securing a refund for these undelivered services.
  
  Thank you,
  ******* *****

• Initial Complaint

  Date:04/23/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 May 2022, we booked a tent, tables, chairs, etc. with AST for our daughter’s July 2023 wedding. At this time AST was very helpful and accommodating. We did not sign a contract, but they sent me a invoice of everything that we ordered. We also gave them a $700 deposit.
  In August 2023, we contacted them as we wanted to rent coral color linen napkins also. I stepped into their show room to get samples and we found a coral we liked. Unfortunately they were no longer dealing with the company who had the sample. We spent the next four months playing phone tag with AST as we try to find a suitable color. Our phone calls were never returned when they said they would which required numerous follow up calls from us. We finally decided to order the napkins from another company. In March 2023 we began to hear horror stories about people who work in the catering profession about AST not delivering equipment on time or delivering equipment that was dirty and/or broken. At this time we decided we could not risk using their service for our daughters wedding, so we were able to fortunately find another company who is available for that date. We contacted AST and canceled everything we had rented from them, but the restroom trailer. We decided that we would use our deposit toward the restroom trailer and cut our losses. We spoke with Leah from a ST on March 30, 2023, and told her about a cancellation. She stated that she would get an updated quote to us by that afternoon. She also stated her boss would be calling us as he always follows up on cancellations. When we had yet to hear from anybody by late March 31, we called and was told that the boss would be calling me on Monday, April 3. When we had yet to hear from them we called AST on April 10 and spoke to Daryl. When I asked him about the updated quote, he said he would have it to me the next day. When I inquired if the restroom trailer was still available, he stated he wasn’t sure since I wouldn’t give him a reason for cancelling everything else. After our conversation, we decided we could not risk doing business with him so we booked another company. He finally sent me an updated quote on April 13, which is attached.

• Initial Complaint

  Date:09/07/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Booked in 2021 for a wedding on Sept 3, 2022 with delivery on Sept 2, 2022. When discussing delivery times they ignored emails, phone calls, and voicemails (until the voicemail box was full and remained full for days). My quote was for padded garden chairs, tables, a tent, string lights to wrap around the perimeter and across the middle of the tent, and free-standing lights to light up a large yard. I was promised a morning delivery on Sept 2, and was told I would be called on Sept 1 with a delivery time. I called them a few times on Sept 1 and was never called back. On Sept 2 we spent all day trying to get in touch with them, was told around 9:45AM that they would call me back with a delivery time but they never did so I called them back at 10:40AM. They did not answer but called back a few minutes later. They told me it would be an afternoon delivery, which the owner knew I was not able to do - but thankfully I had coordinators who said came out early to be there for the delivery. At 4:00PM we still did not have any contact from them, so my coordinator called again. They told her they would be there at 5:30PM. At 6:30PM I had dinner reservations and had to leave, and there still was no contact. At 7:20PM I received a call saying they would be there in 35 min - my coordinators were there to receive the delivery. On Sept 3, I arrived at the venue at 10AM and there were no chairs, the tables were dirty and broken, the tent was dirty, the free standing lights were not free standing, and the string lights were missing entire sections of bulbs. I left at 11:30AM and they still had not come. When I got back at 4:00PM, they had fixed the broken bulbs, but brought dirty crappy folding chairs. Didn't bring more lights or change out the standing lights. Suddenly their phones work and they are trying to charge me full price with a "discount" of removing the items I didn't receive. But nothing for the stress, lack of communication, 24 hr late delivery, and ruining my wedding.

• Initial Complaint

  Date:08/04/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Able Smith failed to deliver the rentals for the event I coordinated the weekend of June 29th & 30th 2022. All rentals were to be delivered on Thursday, June 28,2022. They delivered the tent, table and chairs after 7pm without the portable toilet we had reserved. The following day I called requesting a delivery time. No one called with an update. I had to call back several times. The wrong portable unit was delivered during the event meal on June 29th at 7pm in a broken down truck being towed by a flat bed truck. All rentals should have been picked up on Monday August 1, 2022. The rentals are still present at the home of my clients. The 40’x60’ tent was picked up late last night at the church on August 3rd. I demand full compensation for my clients. I have called several times a day requesting a manager or owner. Please read the reviews on the business. They should not be able to conduct business in our community.