Initial Business Response / [redacted] (1000, 8, 2015/07/06) */ We have received the complaint Case # XXXXXXX on Friday July 3, We are aware of this client and would like to take time to go over our options with our legal counselUnfortunately, we will be out of the country for a family vacationWe 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 importantWe 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 businessWe do not take damage deposits for our rentals so if a client chooses to cancel an apt due to weather conditions etcthey are not chargedWe call our clients the day before their rental to discuss delivery time, payment expectations and weather conditionsIf 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 deliveryOnce a client accepts a rental the transaction is completeWe do not refund once a unit has been deliveredIn some cases we have extended good will and offered a free or discounted rental if the party was unable to proceed due to weather conditionsWe 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 / [redacted] (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 websiteThe 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 madate being necessary due to inclement weatherThis 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!
Initial Business Response / [redacted] (1000, 8, 2015/07/06) */ We have received the complaint Case # XXXXXXX on Friday July 3, We are aware of this client and would like to take time to go over our options with our legal counselUnfortunately, we will be out of the country for a family vacationWe 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 importantWe 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 businessWe do not take damage deposits for our rentals so if a client chooses to cancel an apt due to weather conditions etcthey are not chargedWe call our clients the day before their rental to discuss delivery time, payment expectations and weather conditionsIf 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 deliveryOnce a client accepts a rental the transaction is completeWe do not refund once a unit has been deliveredIn some cases we have extended good will and offered a free or discounted rental if the party was unable to proceed due to weather conditionsWe 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 / [redacted] (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 websiteThe 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 madate being necessary due to inclement weatherThis 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!