Main Events Party Rental

I told them to change my credit card information and I should not have to deal with a run around it was not that the bank was taking long is was that when I brought the items back they said they would put it back on my card that day an they did not put it on there tI'll Thursdaywhen I had to call them to see if they put it back on my card and they told me they had to check the grill they should have done that when I returned the item an she told me it would be the next day before she got to itSo I called back talk to the manager and he told me that he would make sure it was put back ony cardWhen I paid for it with a different credit card the card should have been changed in the system like I told them to doSo who do I speak with when the managers mess up and are very rood I should be able to speak with the owner if they care about their customers

The following is a response to complaint
ID ***. As with all rental items,
all customers have the ability to view the rental items on our website, or come
to our warehouse to view the items before rental. The customers also have the ability to refuse
the rental before leaving
our facility with the unit. As for the disputed item, it is sold from a
very popular grill manufacturer, where they classify it as a hog roaster. It doubles as either a grill, or if the
roaster pan is installed, the manufacturer states that up to a pound hog
can be cooked in the unit, to which other customers have stated they have
cooked. The unit has been rented 30+
times a year, for the past eight years as a hog roaster, to which no other
customers have ever had a problem. It
was the customer’s perception that was skewed as far as what she expected. As for the readiness and cleanliness of the
items, the roaster did have to have freshly filled propane tanks installed
before it could be loaded, as it does before every pickup. The customer waited for approximately
minutes while the order was loaded and fulfilled. The roaster was also power washed out, before
customer arrived. Upon receipt, the
grill was in the same condition as when received by the customer. Some items may not be checked immediately
upon return, due to how busy the office is on return days, however, we do
review items returned within a couple of days back, and refund accordingly. This is stated in the rental agreement that
it may take up to days to receive refunds on deposits, etc.Upon placing the order,
we ask for credit card on file, to which we hold until the event is over, and
final adjustments are made, if needed.
The customer then paid with a different credit card upon pickup;
however, we do not adjust the card used for reservations in our system. Upon receiving a complaint from the customer
about her hog not fitting on the grill, as a curtesy, we decided to refund her
50% of the grill rental, as well as credit back the cleanup deposit. We ran the credit on the card that we had on
file, which was given at the time of reservation, and mailed it to the address
that the customer gave us at the time of placing the order. The customer also stated that this was not a
good address for her, as the mail is rarely checked.Customer was referred to
our lawyer, as she stated to have problems with the rental contract, and also
the timeframe for which the banks apply credits back to accounts. After sending this information to our lawyer,
and briefing him on the situation, he too agrees that the compensation is
justifiable.In reference to the
owner, he is hands off with the business, and daily operations are managed by
the two managers on site at the facility, to which both spoke with the customer
on different occasions.All this information is
outlined in our rental contract, which is on the back of all customer invoices,
and to which the customer is responsible for reading and understanding at the
time of rental. It can also be found on
our website to review before the customer’s event. At the bottom of our copy of invoice, we have
customer sign, to acknowledge that they have read and understand rental agreement,
to which this customer did.Since the customer’s
rental of the grill, our roaster was rented the following weekend for a hog
roast, to which the customer reported no problems with the unit

Order/quote was placed on May 15, 2015 @ 1:03 pm at which time, an email was sent with the rental contract.  A follow up email was then sent on June 26, 2015, two weeks prior to event date, asking if the customer was still wanting items for their event, if so, we stated that we needed a...

CC# on file in order to confirm the order.  Without a card number on file, rental orders are not delivered.  This email was sent asking if the customer still wanted the items, customer could have stated that she did not want the order, and cancelled at this point without penalty, as is reflected in our rental contract.  On July 7, 2015 @ 9:42 am, the customer called into the office, and placed a credit card was on file, confirming the order.  Again, an email was sent with the rental contract to confirm. On July 8, 2015 contract was resent in email with the 5th revision in which items were removed (50% charge as stated in rental contract), and additional items were added. As it was a late change, the linen order was already packed, and the additional linens were added to the top shipping tote, along with the original order.  Customer was instructed to only use the linen that she changed to, and to leave the remaining in the bottom of the tote.  Upon return, all linens were unpacked and unfolded, to which they were all sent to laundry. The credit card on file was ran on July 8, 2015 in the amount of 923.96.  When linens were returned, there was a 90x156 white missing from the order; at which customer was billed for.  However was later deleted when linen was returned at a later date. All linens that were sent to customer were used and sent to laundry service for cleaning at which customer is being billed for. A statement has been mailed to the customer every month since for balance and was then turned over to collections for non-payment.  Customer is being charged due to using all linen, not just the 90" rounds that she changed the order to.Emails to customer have been attached.  Regarding phone calls, no messages were ever received, only a mailed letter.