Bounce-A-Roo Reviews (1)
On Monday (July 1, 2013) at approximately 11:00a, I reserved two drum fans and a generator through the online website to be picked up on Friday (July 5, 2013). The website notes that no orders are guaranteed until full payment has been made or there is a credit card on file to hold the order.
At 6:41pm on 07/01/13, I had a lengthy conversation with Bounce-a-Roo representative "[redacted]," regarding my order. I provided [redacted] with my credit card number in order to hold the equipment. I asked [redacted] if my credit card would be charged if I decided to cancel the order. He stated "no;" as long as I called to cancel before the equipment was removed from the warehouse. He also advised that no monies would be refunded if I picked up the equipment and then returned the products after deciding I no longer wanted them. [redacted] advised that there is a also a 3% processing fee charged to all credit card orders. I explained to [redacted] that I was simply using the credit card to hold the order and that I would pay in cash, on-site, when I retrieved the equipment. Before ending the call, I once again was re-assured by [redacted] that as long as I called by Wednesday (07/03/13) to cancel the order, my card would not be charged any fees.
On Wednesday (07/03/13) at 12:14pm, I contacted Bounce-a-Roo at 601-[redacted]. I spoke with a [redacted] (possibly spelled [redacted]). I asked to speak with [redacted] regarding my reservation. [redacted] informed me that [redacted] was currently unavailable; helping another customer. I proceeded to explain to [redacted] that I was calling to cancel my order due to an anticipated 70% chance of inclement weather. Before informing me or asking for my permission, [redacted] told me that my card had been charged $84.30. I advised [redacted] that I had not authorized the charges on my card and I recounted the conversation that I had with [redacted] on Monday. [redacted] stated that there was nothing he could do and recommended that I email the owner, [redacted] at [email protected]
At 12:23pm on 07/03/13, I called back to Bounce-a-Roo in order to clarify what credit card had been charged and to confirm the exact amount. I spoke with [redacted] who identified himself as the business manager. I told Mr. [redacted] that I would like to speak with either [redacted] or [redacted]. He instructed me that they both were busy at the moment helping other customers. I advised Mr. [redacted] that I would hold the line because I preferred not to speak with multiple people at the company. I told Mr. [redacted] that I had already spoken with [redacted] and [redacted] prior and they were familiar with the reason for the call. Mr. [redacted] stated that he could not speak with me and instructed me to email the company. I advised Mr. [redacted] that I only needed to know the amount I was being charged and the last four digits of the card. He stated $84.30 and card number ending in 4386. The call was disconnected.
After receiving legal advice, I contacted Bounce-a-Roo at 12:33pm and spoke with [redacted]. During the call, [redacted] acknowledged our phone call on the 07/01/13 and remembered speaking with myself. I explained to [redacted] that when I called to cancel due to anticipated inclement weather, I was instructed by [redacted] that my card was already charged. I explained to [redacted] that nearly all reports are forecasting a 70% chance of rain on the day of my scheduled event. [redacted] stated that they are "busy" and do not have time to keep up with the weather forecast. He also stated that due to the terms of the agreement policy, no refund could be issued. When asked to speak with manager, [redacted] stated that no managers were available because they all were during deliveries or either in the warehouse. [redacted] stated that many people are authorized to charge credit cards but that there was no available (at the moment) to issue a refund. [redacted] proceeded to say that "if applicable" refunds could be issued. [redacted] was advised that that the reason for the cancellation does fall within the "if applicable" premise; being that there is inclement weather was forecast on the day of the event. [redacted] requested that a written complaint be emailed; detailing the scenario. [redacted] then stated that the owner had instructed him to get off the phone. It was requested that I speak with the owner since he was now back in the office. [redacted] declined to put the owner on the line, stating that he was not available to speak with customers. [redacted] stated that he could no longer continue to the conversation and disconnected the phone call.
As predicted, there were several thunderstorms on the day of the event. Despite Bounce-a-Roo's policy (as it relates to inclement weather), they have failed to refund my bank card.