Complaints

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

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  Monarch Event Rentals

  13427 Pond Springs Rd #101b Austin, TX 78729

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  Monarch Event Rentals

  13427 Pond Springs Rd. Ste 101b Austin, TX 78729

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:02/08/2023

  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.

  At the end of December I placed an order that was scheduled to be picked up 2/9/23. The 1st 50% was paid 1/6 via my credit card and taken from my bank. The other was taken 1/26/23 via ACH from my account. The order was paid in full at that time and I received an email them thanking me for the full payment and showing I had a $0.00 balance. Their cancellation policy is the 1st 50% is due at time of reservation and the other must be paid 10 days prior to the pickup date which it was otherwise you forfeit the payment you have already made if not paid in full by pickup date. This on my part was done, however on Monarchs part they called me on 2/6/23 at 7pm at night to let me know I had not made payment in full and they were going to refund me my initial payment and cancel my order. However I never canceled the order and paid for it in full. They went to tell me after I provided picture proof of not only the payments being taken from my bank but also the email they sent that they were just not going to rent to me and a refund for the 1sy payment had already been given (which it had not) and they just didnt want to rent to Glamour Event Rentals. I told them they were in breach of their contract and told me ******** the owner had made the decision because we were with a competition company. ******* said he didnt care about the proof I sent him and told me ******** and her Husband had already blocked me and were not going to answer after I told him I would call ********. Moral of this complaint/review is this is the type of shady business Monarch does. They use the excuse saying that I am with a competitor company, but were OK to send me a quote that I had requested and to take the full payment. Monarch is shady and the owner needs to be looked into by TX ******************** as well which is where Im going next for not paying employees on time and taking hours.

  Business Response

  Date: 04/12/2023

  How old is this?  This person (*******************) was an ex employee here who was fired from this company due to stealing.  We then told him he was no longer allowed to rent items from this company any longer as he is a thief and a liar.  Everything is proven on video, texts, and through reports through the Texas Workforce Comission.  The owner cut him off from ever ************ and refunded everything back in February, which is when he was cut off and which is documented on the invoice attached.  We have told him to never step foot on this property again or we will call the police.  He is no longer allowed to contact any of our employees here either and must go through me, the General Manager, if he has anything to say.   All of our employees had to block his phone number because he tried to keep contacting them.  What a narcissistic person to steal from a company and then say they are the victim of theft.  

  Customer Answer

  Date: 04/12/2023

  Complaint: 19345529
  
  I am rejecting this response because:

  when I left the company in October of 2022, the owner *************************** rented me items and took my money! It was just when her new employee ************************* who was fired from ******* contacted me 3 days before my event to say that because I was a competitor and because their clients were coming to our business they could not rent to me and canceled my order. This 3 days before my event which per their policy couldnt be done. Regarding the speaking to their employees, the owner thinks she can control what these people do in their spare time. She has threatened them saying they will be fired if they even talk to us on their own time causing some of the employees wanting to go file a lawsuit due to her wanting to control their time away from Monarch. Thats invasion of their personal time. Point is, she canceled my order without reason and Id like to see the proof of my stealing from them! Their clients do not belong to them therefore, being that I used my personal phone for that business for many years and the clients call me directly. That is why they have lost a lot of business.

  
  Regards,
  
  *******************