Complaints

This profile includes complaints for Tents R Us, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Tents R Us, LLC

  4810 Hibiscus Ln Blacksburg, VA 24060-0814

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  Tents R Us, LLC

  216 Upland Rd # 2 Blacksburg, VA 24060-5351

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:03/20/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 hired them for a wedding. When the tent was set up the roof had holes everywhere. 3 of the 4 corners had large holes one corner had a fist size hole and when I called the owner to tell him about the corner holes and the holes all over the ceiling he told me they were pinprick holes yet I could fit my fist through some of them. I told him my concerns for leaks and he brushed me off. When the rain started water ran down all sides and from all holes. The chairs that arrived were all rusted and filthy looking like they had been stored outside with no cover. I sent pictures of the tent and the chairs to the owner. Even after reviewing the tent pictures he still told me the holes did not matter. All he told me was that he took pride in his equipment and he has done 600 events this past year and never had another complaint so mine is so odd that he could not do much of a discount. Even with pictures he acted like our equipment was in peak condition. He said it was rental equipment so deal with it basically yet said they took pride in having clean products for customers to use. I spoke with him about a discount on the order. I told him I wanted a 50% discount for all of the trouble. Originally the order was $1561.26. He would only take off $100 and that is pathetic and not worth the trouble. I was called a liar even with photos of their product and poor equipment. After the adjustment we paid $1461.26. The date of service was 03/18/2023. Our wedding equipment looked like it has been stored outside with no cover. Ever.

  Customer Answer

  Date: 03/20/2023

  Yes, my husband, **** *******, originally made the invoice with them so his name is listed on the invoice but as far as dealing with them when all of these issues occurred on 03/17/2023 the day before our event I dealt with **** the owner of the business. After the initial invoice I dealt with everything regarding them. I am CC’d in on all of the emails and the banking account that paid them is a joint checking account with my husband and I. 

  Business Response

  Date: 04/17/2023

  I am responding to complaint: ********. We did not have an order or contract with the person making this customer complaint. However, we recognize that the person making the complaint may feel entitled to issue their grievances given the proximity of their relationship to the actual client. We did field complaints from the person in question. This person issued one, singular request regarding the listed complaints; they requested a 50% refund of the client’s total order. We countered by offering the client a $100 refund. We always aim to perform satisfactorily. We’re sorry that this person did not feel that way about our services and/or products. I personally and sincerely wish them all the best.

  Customer Answer

  Date: 04/17/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Everything Tents R Us stated in their “resolution” were things I had listed in my complaint they just rewrote everything I said. However, they failed to address the fact I was called a liar on the phone while speaking to **** even though I had sent him photos of his poorly maintained equipment. And they do not address the fact that their equipment was in very poor shape with the tent being full of holes and the chairs being filthy and rusted. Whether **** can see what I attached or not I did submit all the pictures. $100 off of a $1500 invoice is ridiculous and laughable, especially when being told repeatedly how **** has serviced 600 events in the past and none of them had a complaint like mine. All I am asking is for a further discount. The equipment we got was filthy and faulty, and the customer service was horrible. Pictures of beautifully set up tents are used and then when it’s delivered it looks like something out of someones backyard they dug up and charged $1500 for. 
  
  Regards,
  
  **** *******