LTC Associates

The slushy machine that we provided was not an old machineThe button on the cotton candy machine does not control the speed but rather temperatureIt is removed because the correct setting is made prior to delivery and there is no reason to alter itWhen altered the machine will not work properly so it is pre-set and removed so that the customer does not make the mistake of changing the settingThe pretzel machine is a display/warmer box and is not intended to cook the pretzelsAll machines are tested before delivery and upon returnOur records indicate that all machines were working properly both when delivered and also upon their returnWe called the customer and after discussing the issues we felt that there was a possible a problem with the electric at their home which could have contributed to the problems they were experiencingNone the less we have made arrangements with the customer to provide credit on their next order as an act of good customer relations as they claimed that there were unable to use some of the machines they rentedWe do not feel that there was any problem with any of the machines but rather with the electric system at the location of useWhich is most likely why several of the machines did not work at the site and continued to function fully upon their returnThe customer seemed to be happy with our resolution

Tell us why here... We understand that the customer was unhappy with the pickup time for their rentalHowever, the contract signed by the person (see attached) who rented the slide clearly specifies that it would be picked up at 7:PMOur records indicate that the start time of the party
was 2PM and that a second blower was delivered by 1:PMThe second blower was needed due to lower than expected voltage supplied by the customers electrical outletsWe require all persons signing our contracts to initial that they understand pick up of bouncers are at 7:00PM on the day of rentalThis policy was also explained to the person who rented the slide at the time the unit was dropped off and set upIf there were any problems with this policy, it should have been addressed when the contract was signed rather than when the crew arrived for the pickupIn many cases we are able to accommodate special requests for pickup times but they must be worked out in advance and agreed to in writing and cannot be negotiated after the fact when our crew has arrived to pick up the equipment. In this case, our crew arrived a 7:PM and were met with physical resistanceWe checked our time keeping records and the employees that picked up the slide did not punch in until 7pm in Shirley, making it impossible for them to be at the house any earlier. Once they arrived I had phone conversations with several people attending the party explaining that Long Island Party Guys could not leave the slide overnight because we had to clean and prepare the slide for a party rental the next morningAgain I checked my phone logs and these calls were received starting at 7:PMObviously, there was some sort of misunderstanding along the wayIf the slide had not already been promised to another customer’s party first thing in the morning, I would have just left it there for the customer to use, that would have been much easier then arguing for what was clearly specified in the rental contract. Finally, around 7:PM and after three different phone calls with three different people who all threatened me, my workers, and my company reputation, I was able to talk to a very nice lady who finally looked at the terms of the contract and agreed that we indeed had the pickup time specified as PM in writingThat person cleared the children from the slide and we then picked up the unit 45-minutes after the agreed upon time that was specified in the rental contract. We at Long Island Party Guys are always concerned about doing what we can to please our customersWe do not feel that a refund is in order in this case however we offered a discount on a future rental as a courtesy to show our commitment to making customers happy regardless of the circumstancesInstead the customer decided to sully the reputation of Long Island Party Guys on social mediaI am sorry that the customer will no longer be renting with us; I apologize for not being able to meet their full expectations above what we agreed to in the contract. Randy H*** PresidentLong Island Party Guys

The slushy machine that we provided was not an old machine. The button on the cotton candy machine does not control the speed but rather temperature. It is removed because the correct setting is made prior to delivery and there is no reason to alter it. When altered the machine will not work...

properly so it is pre-set and removed so that the customer does not make the mistake of changing the setting. The pretzel machine is a display/warmer box and is not intended to cook the pretzels. All machines are tested before delivery and upon return. Our records indicate that all machines were working properly both when delivered and also upon their return. We called the customer and after discussing the issues we felt that there was a possible a problem with the electric at their home which could have contributed to the problems they were experiencing. None the less we have made arrangements with the customer to provide credit on their next order as an act of good customer relations as they claimed that there were unable to use some of the machines they rented. We do not feel that there was any problem with any of the machines but rather with the electric system at the location of use. Which is most likely why several of the machines did not work at the site and continued to function fully upon their return. The customer seemed to be happy with our resolution.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]