A Grand Event Party Rentals

From: Michael L [redacted] < [redacted] @ [redacted] .com>Date: Tue, Jun 6, at 12:PMSubject: Correspondence between [redacted] and A Grand EventTo: Hello [redacted] , Please find all correspondence between [redacted] and A Grand Event, below.Thank you,Michael L [redacted] ###-###-####From: [redacted] [mailto:***@ [redacted] .com]Sent: Tuesday, November 1, 07:PMTo: 'Michael L [redacted] 'Cc: ' [redacted] 'Subject: Re: tent rental problemsMichael,I wanted to follow up regarding thisI see that you credited our account for the power cablesThank you.I also left you a voicemail last week so we could discuss the tent and refund I'm hoping we can discuss this and get it resolved this week***On Mon, Oct 17, at 2:PM, [redacted] wrote:Michael,Its disappointing that in your email you do not acknowledge the problems with the service or product that A Grand Events delivered.Instead of acknowledging that your team was unprepared with the a basic print out of the CAD drawing and a tape measure, you have told me that could have charged me for minutes of time to correct an error that your team made in the first placeI specifically showed the team the CAD drawing which had the floor centered between the poles in the tent, and off centered in the other directionThe team however insisted on centering it in all directionsThis was their mistake, not mineAll I asked for was some professionalism from them to correct it quickly, instead of a long negotiationThe tent was categorically the wrong tentYou know thatYou had the website updated moments after our callStating that I could refuse delivery is disingenuousI could have also demanded the correct tent as per our contract, too, but you could not deliver that Providing the wrong product is called a bait-and-switch When we spoke during tent setup, because the team was setting up the incorrect tent, you had said "no bride/groom had ever complained about a different design before", completely dismissing our concern for the aestheticAs for noticing the problem with the tent setup, by the time we had realized the scope of the problem the ground was already soggyI am not a tent expert, I should not be the one discovering the tent was not tensioned properlyYour team should have gotten it right the first time, they are the expertsThey have the responsibility for setting it up Thats why we hired your company The damage to the ground was already doneSending out one of your crew could not have fixed anything To claim,that given the chance they could have fixed it, is not credibleThe tent also should not have had a leakAs for giving you a chance to fix it, I am giving you a chance to fix it now.I know its not easy to hear from a customer that has had a bad experienceI understand that your crew did not deliver the type of service that you would like A Grand Events to provideUnfortunately, this is where we areNot every product or service always works or is delivered as planned and I acknowledge thatHowever, for a business not to make some kind of effort to rectify it, is not something that I can accept.I understand what its like to be a small business owner, and thats why I thought you would appreciate a customer trying to resolve the issue with you directly before escalating it to the Revdex.com or posting negative online reviews If you do not wish to resolve this between us, I am happy to seek other means/outlets to resolve the issueWith that being said, regardless of how you wish to resolve the previously discussed issues, there should be a negative balance of $on the account for two 'EXTENSION CORD 50' MULTI-OUTLET - WHITE' that were not rentedThis should be documented on the delivery receiptIf you could please credit our account for those cables***On Fri, Oct 14, at 11:AM, Michael L [redacted] wrote: Good morning ***, Sorry about the delay in answering your email, I was out of the office all week As far as the dance floor is concerned:Our employees were asked to sthe dance floor in a certain area under the tent and after it was completely installed, they were asked to change the location of the dance floor in which they had to break it down and set it up in a new locationWe could have charged you for this service (in concordance with our contract) and have not at this time.As far as the collection of water in the corner of the tent: We were made aware of the collection of the water almost a week after the removal of our tent from your site If we had been contacted when you noticed a potential problem, we would have sent a man to address any concerns you may have had You did not contact us and therefore we were not afforded the opportunity to address any concerns.As far as our tent is concerned: I spoke with you after the install of our tent and at that time you had the opportunity to decline the delivery of our tent in which we would have had our employees remove it from your siteIf we would have removed it, I would have been more than happy to give you a full refund for that portion of the equipment rental You accepted the delivery and used all our equipment for your event, and for that reason, we can't give you a refund on the rental of our equipment.During my site visit, we did discuss placing sub-floor with carpeting under the tent and it was never ordered If this would have been ordered, you would have not had a soggy floor.Thank you, and congratulations on you marriage.Michael L [redacted] CEO A Grand Event -----Original Message-----From: A Grand Event Party Rentals [mailto:[email protected]]Sent: Friday, October 14, 10:AMTo: ml [redacted] @4AGrandEvent.comSubject: Fwd: tent rental problems -----Original Message-----From: [redacted] [mailto:***@ [redacted] .com]Sent: Wednesday, October 12, 04:PMTo: ' [redacted] 'Cc: ' [redacted] 'Subject: Re: tent rental problems***,We wanted to check in on this.***On Sun, Oct 9, at 1:PM, [redacted] wrote:Hi *** - We want to follow up regarding our tent rental for our weddingWhile we very much appreciate the sales support from A Grand Event, we were hugely disappointed with the delivery and final product.We rented a tent for two key reasons, both of which A Grand Event failed to satisfyThe first reason was we wanted an elegant pole tent, that your website describes as "more elegant look with their higher peaks and dips."The tent that we got lacked these featuresThe top did not have those dips and the scalloped edges lacked the elegance of the photos that were displayed on your site prior to Thursday when we informed you of the outdated photos I've attached a copy of the historical webpage showing exactly what we were sold.We specifically chose A Grand Event because we liked the aesthetics of the tents that were photographed on the siteOther tent companies had similar tents to what we got, and we did not rent from them because we wanted the peak and dips of the tents We were misledThe next problem we had revolved around the installationThe setup team came unprepared with a tape measure and the CAD drawing that was createdBecause of this, they setup the dance floor centered in the tent, not where it needed to beWhen I asked them to move it to the proper location, a minute negotiation ensued and they insisted that it was better in the center of the tentWe then had to make several phone calls to the office to get them to move itThey complained it would take a long time to move, when in fact it took one person only minutesThe team was completely dismissive to the idea that the dance floor in the location they put it would not allow us to seat everyone in the tentInstead they kept insisting to leave itFortunately, we persisted otherwise we would not have had room for everyone in the tentThe second reason we rented the tent was to provide weather protectionThe lack of weather protection, we discovered on Friday, after it had rained moreThe tent was not tensioned properlyWe had 10-gallons of water collected on top of the tent in one of the cornersI've attached a photo of the tent showing the tent dipping from the pooled waterWe had to manually remove the water with buckets from the top of the tent The following evening it rained again and Saturday morning we had at least or gallons of water on the tent, which we used a shop vac to removeBecause the water pooled on the tent, a small hole in the tent began to let substantial water into the tent, making the inside of the tent soggy and muddyThe tent failed to protect from the weather and the weight on the tent could have posed a serious safety hazard as wellOn Sunday, the pick up crew got the tentThey also came unprepared, asking us for a ladder in order to take down the tentThe also left all the trash from the zip ties throughout the yard.A Grand Event failed to deliver what we had contracted forWe are incredibly disappointed with the product/service we gotWe would like to request a refund for the tent rental and tent charges***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because this response does not address our issue at all and was just a forward of the previous correspondence that we already had with the business.The business has offered no resolution. 
Regards,
[redacted]

From: Michael L[redacted] <[redacted]@[redacted].com>Date: Tue, Jun 6, 2017 at 12:02 PMSubject: Correspondence between [redacted] and A Grand EventTo: Hello [redacted],  Please find all correspondence between [redacted] and A Grand Event, below.Thank you,Michael...

L[redacted]###-###-####From: [redacted] [mailto:[redacted]@[redacted].com]Sent: Tuesday, November 1, 2016 07:45 PMTo: 'Michael L[redacted]'Cc: '[redacted]'Subject: Re: tent rental problemsMichael,I wanted to follow up regarding this. I see that you credited our account for the power cables. Thank you.I also left you a voicemail last week so we could discuss the tent and refund.  I'm hoping we can discuss this and get it resolved this week. [redacted]On Mon, Oct 17, 2016 at 2:04 PM, [redacted] <[redacted]@[redacted].com> wrote:Michael,Its disappointing that in your email you do not acknowledge the problems with the service or product that A Grand Events delivered.Instead of acknowledging that your team was unprepared with the a basic print out of the CAD drawing and a tape measure, you have told me that could have charged me for 30 minutes of time to correct an error that your team made in the first place. I specifically showed the team the CAD drawing which had the floor centered between the poles in the tent, and off centered in the other direction. The team however insisted on centering it in all directions. This was their mistake, not mine. All I asked for was some professionalism from them to correct it quickly, instead of a long negotiation. The tent was categorically the wrong tent. You know that. You had the website updated moments after our call. Stating that I could refuse delivery is disingenuous. I could have also demanded the correct tent as per our contract, too, but you could not deliver that.  Providing the wrong product is called a bait-and-switch.  When we spoke during tent setup, because the team was setting up the incorrect tent, you had said "no bride/groom had ever complained about a different design before", completely dismissing our concern for the aesthetic. As for noticing the problem with the tent setup, by the time we had realized the scope of the problem the ground was already soggy. I am not a tent expert, I should not be the one discovering the tent was not tensioned properly. Your team should have gotten it right the first time, they are the experts. They have the responsibility for setting it up.  Thats why we hired your company.  The damage to the ground was already done. Sending out one of your crew could not have fixed anything.  To claim,that given the chance they could have fixed it, is not credible. The tent also should not have had a leak. As for giving you a chance to fix it, I am giving you a chance to fix it now.I know its not easy to hear from a customer that has had a bad experience. I understand that your crew did not deliver the type of service that you would like A Grand Events to provide. Unfortunately, this is where we are. Not every product or service always works or is delivered as planned and I acknowledge that. However, for a business not to make some kind of effort to rectify it, is not something that I can accept.I understand what its like to be a small business owner, and thats why  I thought you would appreciate a customer trying to resolve the issue with you directly before escalating it to the Revdex.com or posting negative online reviews.   If you do not wish to resolve this between us, I am happy to seek other means/outlets to resolve the issue. With that being said, regardless of how you wish to resolve the previously discussed issues, there should be a negative balance of $24 on the account for two 'EXTENSION CORD 50' MULTI-OUTLET - WHITE' that were not rented. This should be documented on the delivery receipt. If you could please credit our account for those cables. [redacted]On Fri, Oct 14, 2016 at 11:39 AM, Michael L[redacted] <ml[redacted]@4agrandevent.com> wrote:         Good morning [redacted],  Sorry about the delay in answering your email, I was out of the office all week.  As far as the dance floor is concerned:Our employees were asked to set-up the dance floor in a certain area under the tent and after it was completely installed, they were asked to change the location of the dance floor in which they had to break it down and set it up in a new location. We could have charged you for this service (in concordance with our contract) and have not at this time.As far as the collection of water in the corner of the tent:  We were made aware of the collection of the water almost a week after the removal of our tent from your site.  If we had been contacted when you noticed a potential problem, we would have sent a man to address any concerns you may have had.  You did not contact us and therefore we were not afforded the opportunity to address any concerns.As far as our tent is concerned: I spoke with you after the install of our tent and at that time you had the opportunity to decline the delivery of our tent in which we would have had our employees remove it from your site. If we would have removed it, I would have been more than happy to give you a full refund for that portion of the equipment rental.  You accepted the delivery and used all our equipment for your event, and for that reason, we can't give you a refund on the rental of our equipment.During my site visit, we did discuss placing sub-floor with carpeting under the tent and it was never ordered.  If this would have been ordered, you would have not had a soggy floor.Thank you, and congratulations on you marriage.Michael L[redacted]CEO A Grand Event -----Original Message-----From: A Grand Event Party Rentals [mailto:[email protected]]Sent: Friday, October 14, 2016 10:01 AMTo: ml[redacted]@4AGrandEvent.comSubject: Fwd: tent rental problems -----Original Message-----From: [redacted] [mailto:[redacted]@[redacted].com]Sent: Wednesday, October 12, 2016 04:09 PMTo: '[redacted]'Cc: '[redacted]'Subject: Re: tent rental problems[redacted],We wanted to check in on this.[redacted]On Sun, Oct 9, 2016 at 1:03 PM, [redacted] <[redacted]@[redacted].com> wrote:Hi [redacted] - We want to follow up regarding our tent rental for our wedding. While we very much appreciate the sales support from A Grand Event, we were hugely disappointed with the delivery and final product.We rented a tent for two key reasons, both of which A Grand Event failed to satisfy. The first reason was we wanted an elegant pole tent, that your website describes as "more elegant look ... with their higher peaks and dips.". The tent that we got lacked these features. The top did not have those dips and the scalloped edges lacked the elegance of the photos that were displayed on your site prior to Thursday when we informed you of the outdated photos.  I've attached a copy of the historical webpage showing exactly what we were sold.We specifically chose A Grand Event because we liked the aesthetics of the tents that were photographed on the site. Other tent companies had similar tents to what we got, and we did not rent from them because we wanted the peak and dips of the tents.  We were misled. The next problem we had revolved around the installation. The setup team came unprepared with a tape measure and the CAD drawing that was created. Because of this, they setup the dance floor centered in the tent, not where it needed to be. When I asked them to move it to the proper location, a 25 minute negotiation ensued and they insisted that it was better in the center of the tent. We then had to make several phone calls to the office to get them to move it. They complained it would take a long time to move, when in fact it took one person only 30 minutes. The team was completely dismissive to the idea that the dance floor in the location they put it would not allow us to seat everyone in the tent. Instead they kept insisting to leave it. Fortunately, we persisted otherwise we would not have had room for everyone in the tent. The second reason we rented the tent was to provide weather protection. The lack of weather protection, we discovered on Friday, after it had rained more. The tent was not tensioned properly. We had 10-15 gallons of water collected on top of the tent in one of the corners. I've attached a photo of the tent showing the tent dipping from the pooled water. We had to manually remove the water with buckets from the top of the tent.  The following evening it rained again and Saturday morning we had at least 20 or 30 gallons of water on the tent, which we used a shop vac to remove. Because the water pooled on the tent, a small hole in the tent began to let substantial water into the tent, making the inside of the tent soggy and muddy. The tent failed to protect from the weather and the weight on the tent could have posed a serious safety hazard as well. On Sunday, the pick up crew got the tent. They also came unprepared, asking us for a ladder in order to take down the tent. The also left all the trash from the zip ties throughout the yard.A Grand Event failed to deliver what we had contracted for. We are incredibly disappointed with the product/service we got. We would like to request a refund for the tent rental and tent charges. [redacted]