Jiant Jumpers Inc.

Initial Business Response /* (1000, 8, 2015/07/06) */
We have received the complaint Case # XXXXXXX on Friday July 3, 2015. We are aware of this client and would like to take time to go over our options with our legal counsel. Unfortunately, we will be out of the country for a family vacation. We...

ask that we may have an extension to respond to this matter thoughtfully and with legal guidance.
We are aware that we are in a business of customer service and word of mouth is extremely important. We take our customer relationships very seriously and the transaction with the client is no exception.
Please allow me to give a brief summary of how we conduct our business. We do not take damage deposits for our rentals so if a client chooses to cancel an apt due to weather conditions etc. they are not charged. We call our clients the day before their rental to discuss delivery time, payment expectations and weather conditions. If there is a concern with the weather and the client is unsure if they would like to proceed we contact them again in the morning to confirm the delivery. Once a client accepts a rental the transaction is complete. We do not refund once a unit has been delivered. In some cases we have extended good will and offered a free or discounted rental if the party was unable to proceed due to weather conditions. We do this at our own discretion we are not contractually obligated to offer this to a client.
If you have any questions and wish to speak with someone feel free to call [redacted] at XXX XXX XXXX.

Regards,
[redacted]
Jiant Jumpers
[redacted] XXX XXX XXXX
[redacted] XXX XXX XXXX
[redacted]
jiantjumpers.com
Initial Consumer Rebuttal /* (3000, 10, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
One would have assumed that one years time after receiving two registered letters outlining our concerns would have been sufficient time for a "thoughtful response". If "customer service and word of mouth" is truly important to this business, we would have thought a response before this more public stage would have occurred.
In response to how JIANT JUMPERS has stated they conduct their business, we booked with them after speaking with both owners, and thoroughly reviewing their entire website. The explanation of how they conduct their business given by JIANT JUMPERS, does not accurately represent what actually took place in this case.
What this really comes down to is the information given during the pre-sale stage is not followed through with in the event of a make-up date being necessary due to inclement weather. This is what is most damaging to their customer service model, and unfortunately a little girls birthday party was ruined, as well as a subsequent party the following year.
We believe two weeks should be sufficient to respond to this dated matter!