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:11/13/2023

  Type:Sales and Advertising 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 booked a tent, chairs, tables, stage, lights, tablecloths, and stairs from Everest Party Rentals. I signed the tent contract after I had already booked the venue for 9/23/2023 for the tent location. On September 11, 2023 the tent company sent me an email. I reviewed the email and it had them setting up 2 days prior than discussed. When I reached out to the company, they advised they told me this over the phone. They did not tell me this over the phone because I would have advised that the park would need to be booked for 2 extra days. I have multiple emails from *********************** about this issue. He advised that he had a lot of tents to set up and would only be able to set ours up on Wednesday. In two weeks it was impossible to find a new tent company that would be able to assist. We had no option but to continue with the same company. It was incredibly stressful having to figure out the fix for the rental companies issue. The tent company advised I had given the wrong date. The attached photos show the correct date for the event and the setup being Friday is also the correct date. The tent company was aware of the service they were suppose to offer but changed it last minute and we had no other option but to bite the cost at the time and proceed. We had to pay an additional $597.66 to the parks department to rent the area the additional days for the party rental to set up. We would like for them to take ownership in their mistake and reimburse us for this cost.

  Business Response

  Date: 11/25/2023

  First of all, The complainant selected "advertising issues" when the complaint was filled out which isn't remotely what happened here. 

  The client submitted the wrong date on our website when she sent in her order. This was approved on our end and sent back to her for review at which point the client paid for her order and signed the rental agreement. She failed to ensure the right date was on her order. 2 months ahead of her wedding she realized her mistake, and notified us....we were able to move things around and fulfill her order but it had to be setup early because of other commitments we had already made for her new date. 

   

  We will not be issuing a refund as it was our clients responsibility to review the order for accuracy prior to signing. I have all the documentation to prove she sent the wrong date, plus a signed contract and a string of emails on this matter explaining all of this to her. I don't feel I need to prove that all again. We consider this matter closed and will not be engaging in further discussion on this issue. 

  Customer Answer

  Date: 11/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The response from the company showed that he continues to be aggressive and unwilling to admit that he was not organized and changed/ notified us the setup date the month of the wedding. I have all the emails that show his faults. It is sad to see that a company centered around events and celebrations has no empathy for the people they are serving. 
  
  

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

  Business Response

  Date: 11/28/2023

  *******, Respectfully.....you have taken 0 responsibility on your part for signing a document with the incorrect date on it (a date given to us by you on your quote form which we have a copy of) and then realizing the mistakes you made a month before your wedding date. We build our schedules off of the information we have at the time a new order rolls in, thus when your date changed a month ahead of time....we had to fit you in where we could. I apologize this happened but perhaps you need to do a better job of ensuring documents are correct before they are signed.  I take a great deal of offense to your comment about not being organized. We are managing anywhere from ***** different events per week. How do you suppose we manage that without a great deal of organization? It wouldn't happen.  It's you that wasn't organized.

  If you would like to get way into the weeds with this, we can. When we showed up to tear your event down, There were 2 broken chairs, chairs not stacked properly, or put in bags, linens not ready to go, etc.....All of this is documented and billable per the contract you signed. In the spirit of trying to smooth this issue over, we bit the bullet on all of those things and handled it on our end, yet here we are AGAIN. 

  It's become clear to me that it doesn't matter what is Said here, nothing is going to make you happy, So enough is enough. Have a great holiday seaason!

  Customer Answer

  Date: 12/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  There was an issue with one chair which was left out and can be seen in photo. 

  The Issue is that when the dates were updated in July I was not advised of the additional days you needed to set up. The email sent still had set up on Friday. 
  

  **************** put their issue of over booking on the customer. The venue had to be booked for two additional days otherwise no tent would have been set up for the correct dates. 
  

   

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

  Business Response

  Date: 12/05/2023

  As I've told you for probably the 14th time now, this wouldn't have happened had you gotten us the correct date in the first place and verified the date was correct when you signed the contract. 

  Respectfully, your lack of attention to detail and disorganization is not our problem. There will be no refund given for an issue that was caused by you.