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Central Virginia Rental Reviews (2)

Central Virginia Rental sincerely regrets the experience that [redacted] went through. One of the frustrations within the Special Event Industry- is each event is significant memory for all that are involved and when situations arise that take away from that memory... it is...

impossible to return to that moment and correct it in time. What CVR has done is sought to attempt to rectify such occurrences through compensation to the Rental Party and subsequent training to CVR  Staff in order to avoid such issues in the future. With respect to this particular instance and the elements of the complaint, what CVR has done will do is detailed below. This response is not to suggest in any way to take away from the frustrations that were incurred by [redacted]. It is intended to be an explanation of policies and procedures as addressed within her complaint. CVR has already and will take steps to compensate our Customers in an effort to provide the on-going World Class Customer Service that has characterized our company for over 40 years.
1) Concerning Virginia State Code Licensure. CVR indicates to its Customer's verbally and in written form the Virginia State Code concerning Temporary Structures. Our position is to advise the Customer of what State Law requires and then encourage the Customer to contact the Locality in which the event is being held to determine what permits are required and what Code is enforced. [redacted] was informed of this on February 7, 2014- as she indicates in her complaint stating that they would provide and handle their own Fire Extinguisher.
2) Concerning the set-up of tents- CVR will provide general delivery windows, as many factors beyond our control affect this and as such we do not want to give an expectation that we are not able to realistically meet. I am not sure where the reference to 6 AM came from as we typically begin our day at 7:30 AM. It is our policy to set tents furthest away from our location first. The contract indicates that Delivery was to occur on Friday, June 13th- no indication of a 6 AM delivery. CVR does admit that we were unable to reach anyone the morning of June 13 prior to arrival and for this we apologize, this was a failure to communicate on our part. 
3) With respect to Screen delivery- this was brought later due to availability. With multiple locations and a shared inventory, we must move equipment from one location to another as it becomes available from the returning customer. In some cases, this requires multiple trips to a customer's location- as a company we choose to do so in order to ensure that all the equipment is received as quickly as possible. We delivery what is immediately available and the balance as quickly as possible. Were we not to approach our rentals in this way, it would have been necessary to deny the rental due to availability.
4) With respect to the Side Walls- CVR did fail to bring one side wall to the job. We did bring 9 side walls and the customer was credited for the side wall that was not delivered. The walls were hung correctly according to Manufacture's Specifications. The flap that is being referenced is could be the "Lap and Snap" Horizontal Area of the Side Wall or the Skirting of the Tent Top in relationship to the Vertical area of the Side Wall. The gapping referenced is because the Customer instructed our Installers to just hang the sidewalls as they were unsure if they would even use the walls. As such- the "Lap and Snap" methodology was not employed per the Customer's request. Gapping can also occur and be indicative of tents that are being blown  by wind. Tents and their walls are temporary structures and are not designed  to be completely preventive of all weather conditions, they provide a temporary barrier. 
5) Concerning hole within the tent top- as [redacted] indicates, these holes were repaired. CVR rents Tents and tops, over time, will develop pin holes within the canvas. These holes are patched as they appear. As a rental company, it would be cost prohibiting to replace tops every time a pin hole were to appear. CVR does replace Tops as the wear becomes significant and / or detrimental for rental purposes. 
6) Concerning the weather in the area- Middletown experienced weather conditions of 15- 20 MPH Wind Gusts with areas having heavy rain, as indicated by [redacted] in her complaint. CVR's policy is that Customers should not be in/ under tents during inclement weather due to the risk of injury. CVR makes every effort to erect tents according to Manufacture's Recommended Installation Instructions- still, these are temporary structures that are not designed to withstand considerable inclement weather. When wind storms occur, standard procedure is to open the walls to allow wind to pass through the structure. Inclement weather can adjust the positioning of poles and/ or stakes. While this potential is acknowledged, this does not necessarily equate to an unsafe tent structure. Again, in cases of escalating inclement weather, it is not good to remain in/ under a temporary structure. 
7) With respect to the staking- Stakes are intended to be driven at angle in order to withstand the proper downward pressure applied. This method is practiced. At times, stakes can shift due to such factors as ground density. If weather conditions are such that the ground becomes soft, then yes it is possible that stakes can shift. However, concerning Corner Supports- where the greatest pressures are incurred... multiple straps and skating methods are utilized to protect the integrity of the rent structure.
8) With respect to communications- [redacted] contacted our Harrisonburg location on 6/13/14 at 8:06 AM and spoke with our counter personnel. [redacted] indicated that the tent had been set incorrectly. [redacted] was asked if this was resulting from the inclement weather the night before. [redacted] indicated that it was not- however, the counter person speaking with [redacted] was the individual who took the Screen to the jobsite on the afternoon previous and witnessed that the tent was erected correctly. The counter person indicated this to [redacted] and asked if the tent was still erect and/ or in danger of falling down. [redacted] indicated that it was in the air and was not falling down, however he wanted to speak to a Manager. The counter person indicated the Location Manager was off and referred him to our Waynesboro location to speak with our Regional Manager. [redacted] contacted our Waynesboro location at 8:32 AM regarding the issue and asked to speak with the Regional Manager. The Regional Manager was contacted regarding the issue. Upon receiving notice, the Regional Manager went to the Waynesboro location and contacted [redacted] at 11:51 AM. It was determined that the tent was structurally sound and that the resulting issues were a direct cause of the inclement weather. When asked  what [redacted] would like to have occur to remedy the situation, [redacted] indicated it was to late and he did not want to discuss anything else at that point. The Regional Manager asked if he could contact [redacted] on Monday to discuss this matter and was told that they would be gone and would contact CVR upon return. On Thursday, June 26th, ** and [redacted] went to our Harrisonburg location and shared their frustrations with the Location Manager. The Location Manager indicated his sincere apologies and that he would advise the Regional Manager that the couple had come in. The Regional Manager contacted [redacted] on Friday, June 27th, at 9:53 AM and communicated CVR's apologies for the frustrations that while not all factors were within the control, CVR still offered its sincere apologies for the issues that were incurred- we did want to offer considerations in light of the frustrations they incurred. CVR, further, indicated that those areas where additional training was needed with Counter Personnel and Tent Crew Staffing had already been addressed. When asked what compensation they were expecting, [redacted] indicated they wanted compensation for the Sidewall not received, compensation for the delivery costs, and partial compensation for the tent rental. The Regional Manager indicated that CVR would provide this to [redacted], as CVR wanted to make every reasonable effort to appease the Customer. The Regional Manager further apologized again for the frustrations had- whether caused directly by CVR or by factors beyond CVR's control. [redacted] indicated that he appreciated the call and the considerations.
9) Concerning Compensation- CVR refunded ** and [redacted] $30 for the missing Sidewall, $100 for the perceived frustrations concerning Communication, and an additional $200 for the perceived frustrations concerning the Tent Structure. CVR issued a check to ** and [redacted]. We did not hear anything further from them until receiving this correspondence/ complaint from the Revdex.com issued by [redacted].
10) Concerning the Desired Settlement- CVR is willing to refund the remaining balance to ** and [redacted] as a good will gesture in keeping with our commitment to providing World Class Customer Service. As indicated above, policies and procedures were followed and at times situations such as inclement Weather causes effects beyond the control of CVR. That being said, there were two specific issues, where CVR did not rise to the expectations that CVR is known for and that our Customers deserve, so we will further compensate the balance of their rental in order to both meet the request of [redacted] and as an indication of our commitment to World Class Customer Service. Concerning, the request for information specifically indicating Virginia State Code and the applicable procedures for localities- this information was already and is already provided to our customers (as indicated above).
Central Virginia Rental, again, acknowledges its sincere apologies for the frustrations incurred during the Rehearsal Dinner and Wedding Event. As indicated earlier, Central Virginia Rental further admits that with the best of intentions and procedures followed, there are factors that are beyond our control that affect such rentals. As our reputation for over 40 years of rentals indicates- we are committed to providing equipment that is above industry standards, at competitive pricing, and combined with a commitment to World Class Customer Service. We sincerely hope his explanation helps ** and [redacted] and the compensation provided helps, in some way, to make their memories more pleasing.

Review: On February 7, 2014 my husband and I went into a contract agreement with Central Virginia Rental (CVR) for a 40x60 tent with 10 side walls for our wedding rehearsal and reception taking place June 13 and 14, 2014. We also rented a projector screen. At that [redacted]e, [redacted] stated we would need to have a 20lb ABC fire extinguisher present the day the tent was set up. She also stated that venues that are the furthest away are the first to have tents set up on the contracted day. At that [redacted]e, she stated CVR would likely start setting up at 0600 on 7/13. On 7/12 we spoke to the manager of the Harrisonburg CVR who stated we would get a call the following morning from the crew setting up the tent when they were on their way. On 7/13 at 0900 we had yet to hear from CVR. When we contacted CVR of Harrisonburg we were informed the crew had already left but no one could tell us how long they had been gone. At 1030 the CVR crew arrived to our venue. The crew was delayed in putting up the tent at that [redacted]e due to rain; which is understandable but could have been avoided had they arrived at 0600 like we had orginially been told. The crew did not arrive with the projector screen we rented. The manager of the Harrisonburg CVR had to bring the screen to the venue himself. No one from the crew inquired about the required fire extinguisher; which we did have. The tent was finally set up by 1430 which was several hours later than we expected and only 2 1/2 hrs before our rehearsal dinner. We only received 9 of the 10 side walls and those side walls were hung incorrectly. The walls were hung with the flap hanging down from the tent edge inside the tent rather than outside the wall. The walls had large gaps between the polls and the walls that would have allowed rain in. Not to mention the multiple multiple holes in the ceiling of the tent that had been patched but because there were so many patches it made the tent look terrible. While the rehearsal was taking place family members were at the tent attempting to set up and prepare the evening meal. Meanwhile, a wind storm passed through without subsequent rain. This wind storm caused sections of the tent to literally come out of the ground. The side walls of the tent had to be removed quickly in order to allow wind to pass through or the entire tent would have completely blown away. Rehearsal dinner guests were left holding the tent to prevent it from coming out of the ground further while other guests were frantically trying to hammer the tent pegs back into the ground. It was at this [redacted]e that the pegs were hammered into the ground at an angle which is not how the CVR crew hammered the pegs. The CVR crew hammered the pegs straight into the ground not at an angle. We feel this was the main cause of the tent coming out of the ground. During this [redacted]e our florist arrived to begin setting up floral decorations. Once she saw how unsafe and unsecure the tent was she deemed it unsuitable to leave $2,600 worth of floral decorations under the tent. Not to mention, it was so unsecure she even had to help hold the tent. Thus our rehearsal dinner was delayed because the people who were preparing the meal had to stop to hold the tent as well as the individuals decorating tables. At 0800 on 6/14 (our wedding day) my husband called CVR of Harrisonburg and informed them of what had happend the evening before. He requested that someone from CVR come to the venue and finish properly securing the tent. He was informed by CVR that as long as the tent was still standing there was nothing they could do. He requested to speak with a manager at that [redacted]e and was given a number for [redacted] who is the manager of the Waynesboro CVR. A voicmail message was left for [redacted] notifying him of what happened and our strong desire to have someone make sure the tent was safe and secure before over 100 guests sit under the tent. A return call was not received from [redacted] until right before our 4pm wedding, which was then too late.

While on our honeymoon we did some investigating and found that it is not only a county requirement but also a state code to have a building permit for tents greater than 900 sq. feet plus an inspection by the fire marshall prior to tent use. We were never informed of this by CVR when we signed our contract. Had we known this we would have followed the proper protocols and made sure the tent was properly secured and safe for use. We felt that since we were paying over $1,000 to rent a tent if would be properly installed and if there were permits that needed to be obtained we would be made aware of such. We feel had we had an inspection by the Fire Marshall the tent would not have passed inspection and the CVR crew would have had to fix their mistakes before leaving the venue. Or they would have installed it properly the first time because they would have known it was getting inspected by the Fire Marshall.

Upon our return from our honeymoon we went to CVR of Harrisonburg and personally spoke to the manager who apologized for our inconvience and disatisfaction and stated he would pass it along to [redacted] the Waynesboro manager. He stated he would take care of crediting us for the 1 side wall we were shorted. The following day we received a call from [redacted] who informed us that one of the individuals putting up the tent was new to the job and the supervising foreman did not go behind any of the workers to make sure the tent was properly installed. [redacted] was willing to refund us "$347.49 for compensation for frustrations associated with lack of communication concerning licensure and tent structure". This price included the $30.00 for the missing side wall.Desired Settlement: We feel $317 is a slap in the face when compared to the $2,067.59 that was paid to CVR for everything that we rented. This was a once in a lifetime event and we feel our rehearsal dinner was completely ruined by the lack of craftsmenship and supervision in putting up the tent. Not to mention, the state code that was completely violated that could have led to our entire wedding being shut down. The day of June 13 was complete chaos because of CVR. The crew did not arrive at the time we were told thus, we were behind all day in getting everything set up. Then the catastrophe of the tent coming out of the ground occured and we became even more behind beause the preparation of our meal had to be stopped to keep the tent from blowing away. Because the tent was so poorly installed our rehearsal dinner guests thought that our family was who put up the tent. We looked like complete fools when we sadly informed them that we paid a lot of money for such a poorly erected structure. We were at our venue until 2:30am trying to get everything done that should have been done during daylight hours but couldn't be because the tent wasn't up until 1430. There was a lot we couldn't get done that night that had to be postponed until the morning of our wedding; when we already had other things planned to be done at that time. Ultimately, CVR caused our wedding rehearsal and wedding day to be complete chaos. There were things that didn't get properly done for our wedding and things that had to be left out of our reception due to the lack of time. We feel that a complete reimbursement of the remaining $1,192 which includes the tent, 9 side walls, and delivery is sufficient compensation for the heartache we have gone through and the sheer disappointment we currently have and will have for the rest of our lives when we think about or wedding day. We would also like a section of the CVR contract to specifically state the need for a building permit and fire marshall inspection prior to tent use with a place for the rentee to sign acknowledging this.

Business

Response:

Central Virginia Rental sincerely regrets the experience that [redacted] went through. One of the frustrations within the Special Event Industry- is each event is significant memory for all that are involved and when situations arise that take away from that memory... it is impossible to return to that moment and correct it in time. What CVR has done is sought to attempt to rectify such occurrences through compensation to the Rental Party and subsequent training to CVR Staff in order to avoid such issues in the future. With respect to this particular instance and the elements of the complaint, what CVR has done will do is detailed below. This response is not to suggest in any way to take away from the frustrations that were incurred by [redacted]. It is intended to be an explanation of policies and procedures as addressed within her complaint. CVR has already and will take steps to compensate our Customers in an effort to provide the on-going World Class Customer Service that has characterized our company for over 40 years.

1) Concerning Virginia State Code Licensure. CVR indicates to its Customer's verbally and in written form the Virginia State Code concerning Temporary Structures. Our position is to advise the Customer of what State Law requires and then encourage the Customer to contact the Locality in which the event is being held to determine what permits are required and what Code is enforced. [redacted] was informed of this on February 7, 2014- as she indicates in her complaint stating that they would provide and handle their own Fire Extinguisher.

2) Concerning the set-up of tents- CVR will provide general delivery windows, as many factors beyond our control affect this and as such we do not want to give an expectation that we are not able to realistically meet. I am not sure where the reference to 6 AM came from as we typically begin our day at 7:30 AM. It is our policy to set tents furthest away from our location first. The contract indicates that Delivery was to occur on Friday, June 13th- no indication of a 6 AM delivery. CVR does admit that we were unable to reach anyone the morning of June 13 prior to arrival and for this we apologize, this was a failure to communicate on our part.

3) With respect to Screen delivery- this was brought later due to availability. With multiple locations and a shared inventory, we must move equipment from one location to another as it becomes available from the returning customer. In some cases, this requires multiple trips to a customer's location- as a company we choose to do so in order to ensure that all the equipment is received as quickly as possible. We delivery what is immediately available and the balance as quickly as possible. Were we not to approach our rentals in this way, it would have been necessary to deny the rental due to availability.

4) With respect to the Side Walls- CVR did fail to bring one side wall to the job. We did bring 9 side walls and the customer was credited for the side wall that was not delivered. The walls were hung correctly according to Manufacture's Specifications. The flap that is being referenced is could be the "Lap and Snap" Horizontal Area of the Side Wall or the Skirting of the Tent Top in relationship to the Vertical area of the Side Wall. The gapping referenced is because the Customer instructed our Installers to just hang the sidewalls as they were unsure if they would even use the walls. As such- the "Lap and Snap" methodology was not employed per the Customer's request. Gapping can also occur and be indicative of tents that are being blown by wind. Tents and their walls are temporary structures and are not designed to be completely preventive of all weather conditions, they provide a temporary barrier.

5) Concerning hole within the tent top- as [redacted] indicates, these holes were repaired. CVR rents Tents and tops, over time, will develop pin holes within the canvas. These holes are patched as they appear. As a rental company, it would be cost prohibiting to replace tops every time a pin hole were to appear. CVR does replace Tops as the wear becomes significant and / or detrimental for rental purposes.

6) Concerning the weather in the area- Middletown experienced weather conditions of 15- 20 MPH Wind Gusts with areas having heavy rain, as indicated by [redacted] in her complaint. CVR's policy is that Customers should not be in/ under tents during inclement weather due to the risk of injury. CVR makes every effort to erect tents according to Manufacture's Recommended Installation Instructions- still, these are temporary structures that are not designed to withstand considerable inclement weather. When wind storms occur, standard procedure is to open the walls to allow wind to pass through the structure. Inclement weather can adjust the positioning of poles and/ or stakes. While this potential is acknowledged, this does not necessarily equate to an unsafe tent structure. Again, in cases of escalating inclement weather, it is not good to remain in/ under a temporary structure.

7) With respect to the staking- Stakes are intended to be driven at angle in order to withstand the proper downward pressure applied. This method is practiced. At times, stakes can shift due to such factors as ground density. If weather conditions are such that the ground becomes soft, then yes it is possible that stakes can shift. However, concerning Corner Supports- where the greatest pressures are incurred... multiple straps and skating methods are utilized to protect the integrity of the rent structure.

8) With respect to communications- [redacted] contacted our Harrisonburg location on 6/13/14 at 8:06 AM and spoke with our counter personnel. [redacted] indicated that the tent had been set incorrectly. [redacted] was asked if this was resulting from the inclement weather the night before. [redacted] indicated that it was not- however, the counter person speaking with [redacted] was the individual who took the Screen to the jobsite on the afternoon previous and witnessed that the tent was erected correctly. The counter person indicated this to [redacted] and asked if the tent was still erect and/ or in danger of falling down. [redacted] indicated that it was in the air and was not falling down, however he wanted to speak to a Manager. The counter person indicated the Location Manager was off and referred him to our Waynesboro location to speak with our Regional Manager. [redacted] contacted our Waynesboro location at 8:32 AM regarding the issue and asked to speak with the Regional Manager. The Regional Manager was contacted regarding the issue. Upon receiving notice, the Regional Manager went to the Waynesboro location and contacted [redacted] at 11:51 AM. It was determined that the tent was structurally sound and that the resulting issues were a direct cause of the inclement weather. When asked what [redacted] would like to have occur to remedy the situation, [redacted] indicated it was to late and he did not want to discuss anything else at that point. The Regional Manager asked if he could contact [redacted] on Monday to discuss this matter and was told that they would be gone and would contact CVR upon return. On Thursday, June 26th, ** and [redacted] went to our Harrisonburg location and shared their frustrations with the Location Manager. The Location Manager indicated his sincere apologies and that he would advise the Regional Manager that the couple had come in. The Regional Manager contacted [redacted] on Friday, June 27th, at 9:53 AM and communicated CVR's apologies for the frustrations that while not all factors were within the control, CVR still offered its sincere apologies for the issues that were incurred- we did want to offer considerations in light of the frustrations they incurred. CVR, further, indicated that those areas where additional training was needed with Counter Personnel and Tent Crew Staffing had already been addressed. When asked what compensation they were expecting, [redacted] indicated they wanted compensation for the Sidewall not received, compensation for the delivery costs, and partial compensation for the tent rental. The Regional Manager indicated that CVR would provide this to [redacted], as CVR wanted to make every reasonable effort to appease the Customer. The Regional Manager further apologized again for the frustrations had- whether caused directly by CVR or by factors beyond CVR's control. [redacted] indicated that he appreciated the call and the considerations.

9) Concerning Compensation- CVR refunded ** and [redacted] $30 for the missing Sidewall, $100 for the perceived frustrations concerning Communication, and an additional $200 for the perceived frustrations concerning the Tent Structure. CVR issued a check to ** and [redacted]. We did not hear anything further from them until receiving this correspondence/ complaint from the Revdex.com issued by [redacted].

10) Concerning the Desired Settlement- CVR is willing to refund the remaining balance to ** and [redacted] as a good will gesture in keeping with our commitment to providing World Class Customer Service. As indicated above, policies and procedures were followed and at times situations such as inclement Weather causes effects beyond the control of CVR. That being said, there were two specific issues, where CVR did not rise to the expectations that CVR is known for and that our Customers deserve, so we will further compensate the balance of their rental in order to both meet the request of [redacted] and as an indication of our commitment to World Class Customer Service. Concerning, the request for information specifically indicating Virginia State Code and the applicable procedures for localities- this information was already and is already provided to our customers (as indicated above).

Central Virginia Rental, again, acknowledges its sincere apologies for the frustrations incurred during the Rehearsal Dinner and Wedding Event. As indicated earlier, Central Virginia Rental further admits that with the best of intentions and procedures followed, there are factors that are beyond our control that affect such rentals. As our reputation for over 40 years of rentals indicates- we are committed to providing equipment that is above industry standards, at competitive pricing, and combined with a commitment to World Class Customer Service. We sincerely hope his explanation helps ** and [redacted] and the compensation provided helps, in some way, to make their memories more pleasing.

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Description: Rental Service Stores & Yards

Address: 1141 River Road, Charlottesville, Virginia, United States, 22901

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