Don's Johns, Inc.

Customer originally requested standard restrooms to be delivered on Sunday, 9/8am-5pm near the *** *** for a $weekend delivery fee plus rental feesAfter several changes to the order during the week leading up to the event it was finally agreed upon that there would be standard
restroom and delivery would take place Sunday 9/8am-5pm as originally quoted at $for a weekend delivery plus the rental fee of the restroom
On Sunday, 9/our delivery driver called the point of contact number that was provided by the customer, calls were made at 11:28am and again at 11:29am, both phones calls were not answeredOur driver proceeded to the area of the delivery and was told by Park Police that he was not permitted in that areaIt was later discovered on Monday 9/that an email with a permit for access was sent on Saturday 9/12, which would have granted access for our truckUnfortunately our office is not open on the weekends so we did not have access to this email with the much needed truck pass.(Email attached) Our weekend dispatcher called a personal contact with ** *** in an attempt to get access through those channels, but the officers would still only allow our driver to a certain point and then no furtherThe delivery driver tried to call a third time at 12:47pm and again the phone was not answered nor were any of the attempted calls returned (delivery driver cell phone record attached)
The map provided is in fact upside down (see attached) and the instructions provided in an email from the customer said we have permission to use the 17th St entrance to the sidewalk along reflection poolOur delivery driver took a picture of where the restroom was placed(picture is attached) and it matches the location on the upside down map
The customer states that the emergency line was called to inform Don’s Johns that there was no restroom deliveredWe have software that will record every call that comes into our main number and emergency line 24/There is no call from the customer at all from their cell phone on 9/(record is attached)The customer was informed of this on Monday and when asked on two separate occasions if it was possible that another phone number was used to call the emergency line; we were told that the customer was too busy and did not have time for that
The customer’s credit card was only charged for restroom plus the $weekend delivery charge for a total of $The customer agreed to this charge by signing the original quote for restrooms and then verbally agreed by phone on 9/when the quantity was reduced from restrooms to restroomThe customer also signed a credit card authorization form granting us permission to charge the credit card and again verbally granted permission to charge the card on the 9/phone call when the number of restrooms was reduced
Don’s Johns has recorded calls and the email exchanges between the customer and our representative as well as the driver’s cell phone call log, the log showing the calls made to the emergency line on 9/13, the upside down map and pictures of where the restrooms were placed to corroborate our informationI have attached several of these items to the complaint responseIf other information is required I will be glad to provide that information
It is very unfortunate that this happened, yet Don’s Johns firmly believes that we provided the restroom as requested to the best of our ability given the circumstancesPerhaps if a second contact number had been provided or the truck pass was provided during business hours prior to the event this could have been avoided