On 04/21/16 Mr. [redacted], on behalf of [redacted] booked a booth for the 2016 Greater Niagara Region Home and Garden Show. Mr. [redacted] has been a regular attendee at our shows and is very familiar with the process. On 04/27/16 we were made aware that our show dates...
conflicted with another Home and Garden Consumer Event in the same region that many of our customer base were already scheduled to attend. We quickly secured new dates from the facility to better accommodate all of our customers and immediately sent notifications to all currently booked businesses, including Mr. [redacted], on 04/29/15. These letters were mailed regular mail (as the new date was almost a year away) and we did receive quite a few calls as the letters were received.As a backup procedure we also email blasted all booked customers the same letter that was mailed. Additionally, we sent out updated insurance reminders with the new dates, exhibitor kits with the new dates, decorator kits with the new dates and utility kits with the new dates. Overall, at least seven different methods of conveying the date change. 120 Exhibitors received the new date information and only Mr. [redacted] did not seem to know about the date change.When the show occurred, Mr. [redacted]’s business did not attend. This is not completely unusual in this business as often exhibitors book early and then have conflicts and make a decision, for whatever reason, not to attend. Mr. [redacted] did make contact with his sales representative a week after the show occurred to let her know he was not aware of the date change and requesting a refund. The sales representative was travelling at the time and did make Mr. [redacted] aware of the fact that she would be on the road with shows and that she would get to the corporate office as soon as she was off the road to see if anything could be done. However, Mr. [redacted] was fully aware (by his signature) of the terms and conditions of the contract that failure to attend the event, for whatever reason would result in the loss of all monies paid. Mr. [redacted]’s refund request was sent to the Corporate Sales Director who was also on the road on the show circuit. Upon her return, Show Technology did our due diligence and took the time to investigate all aspects of the situation to determine if there was something we missed that could have contributed in some way to Mr. [redacted]’s failure to participate including pulling all correspondence for the 11 months prior to confirm all dates and all manners of contact, to provide a copy of the materials etc. I recognize that Mr. [redacted] was not satisfied with the turnaround time of a response, but the nature of our business as a small shop requires many of our staff to be on the road for extended periods of time (of which he was advised) without access to the information that was needed to provide an appropriate resolution to this matter.In short, Mr. [redacted] was contacted in some way, either mail or email at least 6-7 times with the new dates and each time at least 45 days prior to the new date. In his complaint, he acknowledges finding references to the show date change in the insurance reminder but after the fact. It was, in fact, in each and every correspondence. Moreover, Mr. [redacted] quotes that we should have used the subject heading “Important- Home Show Date Change” and he would have read it. Ironically, the subject heading for the email that was sent read “IMPORTANT: SHOW DATE CHANGE INFORMATION” as did the header of the letter that was mailed (see attached).All that being said, Mr. [redacted] has been a valued customer for many years. We are happy to roll his entire balance to the 2017 Spring Greater Niagara Home and Garden Show taking place on March 29-April 2, 2017. We will apply the entire amount to that show and place Mr. [redacted] in the same exhibit space as he had in 2016.
October
28, 2015Dear Revdex.com:Mr. [redacted] representing the company Spa’s Unlimited
of Houston signed a contract for $5850 for a booth space to exhibit at our 29th annual San Antonio Fall Home and Garden show at the Alamodome held on September
18th through 20th, 2015. ...
Mr. [redacted]’s contract was received on 8/6/2015 and the payment was charged
on 08/10/5015. Mr. [redacted] did contact
us regarding cancelling the show and we explained to him that we do not refund
cancellations and told him to please refer back to the contract signed. When Show Technology receives a signed
executed contract we then reserve and hold the space for the customer. We do sympathize with his situation but we
can not afford to treat him any differently than we do all of the other
exhibitors. Please note we had to move many
already booked exhibitors to new locations to meet the size requirements for
Spas Unlimited of Houston. This was not an easy process for a sold out show.The contract clearly states in the paragraph above the
customer’s signature “I understand that Show Technology holds the right for
whatever reason to cancel this contract at no obligation, to change show date
(s)/venue as needed within a market, and that
all monies paid are non-refundable.” I am also attaching the signed contract Mr. [redacted] signed
and the reverse side of the contract which is the “Conditions of
Application/Contract.” I have marked
some the points on our conditions of application that will confirm the
contractually obligating aspects of Mr. [redacted]’s signed agreement.We have offered Mr [redacted] the option to use the funds to be
applied to a booth at our Spring San Antonio show February 26-28,2016. Sincerely, [redacted] ...⇄ Please not contract was added as an attachment for review.
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. Please send details to me for the next show so we can ensure we are thereI hope to repair this business relationship as we do like coming to your shows but I have felt with the response and the emails in the past that your company does not believe me and thinks that we purposely skipped the show which we would never do
Stating
the following in your response "When the
show occurred, Mr[redacted]'s business did not attend. This is not
completely unusual in this business as often exhibitors book early and then
have conflicts and make a decision, for whatever reason, not to attend.
Mr[redacted] did make contact with his sales representative a week after the
show occurred to let her know he was not aware of the date change and
requesting a refund." This seems to me an accusation that I may have
purposely skipped the show which we have never done with any show we
book. The reason we book our shows year in advance is to ensure that we
know our schedule well in advance and we can plan everything out. I also
did make contact with the sales representative but it was not a week after the
show as you are stating. It was month after the show was held, on the
day I sent my staff to go setup our booth as we were not aware of any date
change and thought the show still had the original date. My staff
contacted me saying there was no home show happening so we looked into it and
then I found that the date was changed to one month prior without my
knowledge. Once we realized the show was no longer happening that weekend
I immediately called the Kitchener Home Show and a representative there was
able to get us a last minute booth for us so that my workers could still get
the hours they expected to work that weekendOur business is a fairly large
business and we would expect from any home show company to at least call and
let us know that a date change was made, as my cell phone number was on
file. There is nothing more important than to at least call about a date
change or at least confirm that we are aware of the date change. I
understand you are stating that you sent out the info in the home show kits etc
stating the date change. But when we are doing 25+ home shows a season we
do not read every single page in a home show kitI understand I maybe should
have read every page to ensure that we confirmed the dates but I have never
done a home show in the last years in which the date was changed so it was
not expected. I will take some of the blame here but it is very
upsetting knowing that no one at your company was or is willing to take any
blame for the situation. The one time one of my staff was a little late
to setup a home show booth at another home show company they called to let me
know right away. Your company did not even make a single phone call to
confirm the date change. Your company also did not even attempt to
contact me in any way when you noticed an empty booth at the home show for our
company. If we were contacted we could have at least came for the last
days of the show. The only email I found after searching everywhere was
the one I received about the Insurance reminder. I did not receive any
email as far as I can find with a subject line "IMPORTANT: SHOW
DATE CHANGE INFORMATION" as you have
stated. Maybe it went in my junk mail but I doubt that as I check my Junk
mail daily, as well as save all emails I receive without deleting themAlso, I
understand many of your representatives are on the road although I called the
corporate office initially and talked to someone there and they could not help
me either. Also to not respond to a customer for many weeks when you tell
me it will be within a few days or one week is not professional at allThis
was done a few times and I had to repeatedly send reminders days after the day
I was told I would get a response by. Even being on the road calls could
have been made to let me know I haven't been forgotten and/or calls could have
been made by your representatives to your corporate office to get an answer for
me. No company regardless of how small or big should take 3-weeks to
respond to a customer issue while the customer send 2-reminders weekly with
no answer to those as well.Thank You for now and I do appreciate the offer and will be there for the show next spring
[redacted]l
table.Mso[redacted]lTable
{
line-height:107%,sans-serif}
Regards,
[redacted]
On 04/21/16 Mr. [redacted], on behalf of [redacted] booked a booth for the 2016 Greater Niagara Region Home and Garden Show. Mr. [redacted] has been a regular attendee at our shows and is very familiar with the process. On 04/27/16 we were made aware that our show dates...
conflicted with another Home and Garden Consumer Event in the same region that many of our customer base were already scheduled to attend. We quickly secured new dates from the facility to better accommodate all of our customers and immediately sent notifications to all currently booked businesses, including Mr. [redacted], on 04/29/15. These letters were mailed regular mail (as the new date was almost a year away) and we did receive quite a few calls as the letters were received.As a backup procedure we also email blasted all booked customers the same letter that was mailed. Additionally, we sent out updated insurance reminders with the new dates, exhibitor kits with the new dates, decorator kits with the new dates and utility kits with the new dates. Overall, at least seven different methods of conveying the date change. 120 Exhibitors received the new date information and only Mr. [redacted] did not seem to know about the date change.When the show occurred, Mr. [redacted]’s business did not attend. This is not completely unusual in this business as often exhibitors book early and then have conflicts and make a decision, for whatever reason, not to attend. Mr. [redacted] did make contact with his sales representative a week after the show occurred to let her know he was not aware of the date change and requesting a refund. The sales representative was travelling at the time and did make Mr. [redacted] aware of the fact that she would be on the road with shows and that she would get to the corporate office as soon as she was off the road to see if anything could be done. However, Mr. [redacted] was fully aware (by his signature) of the terms and conditions of the contract that failure to attend the event, for whatever reason would result in the loss of all monies paid. Mr. [redacted]’s refund request was sent to the Corporate Sales Director who was also on the road on the show circuit. Upon her return, Show Technology did our due diligence and took the time to investigate all aspects of the situation to determine if there was something we missed that could have contributed in some way to Mr. [redacted]’s failure to participate including pulling all correspondence for the 11 months prior to confirm all dates and all manners of contact, to provide a copy of the materials etc. I recognize that Mr. [redacted] was not satisfied with the turnaround time of a response, but the nature of our business as a small shop requires many of our staff to be on the road for extended periods of time (of which he was advised) without access to the information that was needed to provide an appropriate resolution to this matter.In short, Mr. [redacted] was contacted in some way, either mail or email at least 6-7 times with the new dates and each time at least 45 days prior to the new date. In his complaint, he acknowledges finding references to the show date change in the insurance reminder but after the fact. It was, in fact, in each and every correspondence. Moreover, Mr. [redacted] quotes that we should have used the subject heading “Important- Home Show Date Change” and he would have read it. Ironically, the subject heading for the email that was sent read “IMPORTANT: SHOW DATE CHANGE INFORMATION” as did the header of the letter that was mailed (see attached).All that being said, Mr. [redacted] has been a valued customer for many years. We are happy to roll his entire balance to the 2017 Spring Greater Niagara Home and Garden Show taking place on March 29-April 2, 2017. We will apply the entire amount to that show and place Mr. [redacted] in the same exhibit space as he had in 2016.
October
28, 2015Dear Revdex.com:Mr. [redacted] representing the company Spa’s Unlimited
of Houston signed a contract for $5850 for a booth space to exhibit at our 29th annual San Antonio Fall Home and Garden show at the Alamodome held on September
18th through 20th, 2015. ...
Mr. [redacted]’s contract was received on 8/6/2015 and the payment was charged
on 08/10/5015. Mr. [redacted] did contact
us regarding cancelling the show and we explained to him that we do not refund
cancellations and told him to please refer back to the contract signed. When Show Technology receives a signed
executed contract we then reserve and hold the space for the customer. We do sympathize with his situation but we
can not afford to treat him any differently than we do all of the other
exhibitors. Please note we had to move many
already booked exhibitors to new locations to meet the size requirements for
Spas Unlimited of Houston. This was not an easy process for a sold out show.The contract clearly states in the paragraph above the
customer’s signature “I understand that Show Technology holds the right for
whatever reason to cancel this contract at no obligation, to change show date
(s)/venue as needed within a market, and that
all monies paid are non-refundable.” I am also attaching the signed contract Mr. [redacted] signed
and the reverse side of the contract which is the “Conditions of
Application/Contract.” I have marked
some the points on our conditions of application that will confirm the
contractually obligating aspects of Mr. [redacted]’s signed agreement.We have offered Mr [redacted] the option to use the funds to be
applied to a booth at our Spring San Antonio show February 26-28,2016. Sincerely, [redacted] ...⇄ Please not contract was added as an attachment for review.
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. Please send details to me for the next show so we can ensure we are thereI hope to repair this business relationship as we do like coming to your shows but I have felt with the response and the emails in the past that your company does not believe me and thinks that we purposely skipped the show which we would never do
Stating
the following in your response "When the
show occurred, Mr[redacted]'s business did not attend. This is not
completely unusual in this business as often exhibitors book early and then
have conflicts and make a decision, for whatever reason, not to attend.
Mr[redacted] did make contact with his sales representative a week after the
show occurred to let her know he was not aware of the date change and
requesting a refund." This seems to me an accusation that I may have
purposely skipped the show which we have never done with any show we
book. The reason we book our shows year in advance is to ensure that we
know our schedule well in advance and we can plan everything out. I also
did make contact with the sales representative but it was not a week after the
show as you are stating. It was month after the show was held, on the
day I sent my staff to go setup our booth as we were not aware of any date
change and thought the show still had the original date. My staff
contacted me saying there was no home show happening so we looked into it and
then I found that the date was changed to one month prior without my
knowledge. Once we realized the show was no longer happening that weekend
I immediately called the Kitchener Home Show and a representative there was
able to get us a last minute booth for us so that my workers could still get
the hours they expected to work that weekendOur business is a fairly large
business and we would expect from any home show company to at least call and
let us know that a date change was made, as my cell phone number was on
file. There is nothing more important than to at least call about a date
change or at least confirm that we are aware of the date change. I
understand you are stating that you sent out the info in the home show kits etc
stating the date change. But when we are doing 25+ home shows a season we
do not read every single page in a home show kitI understand I maybe should
have read every page to ensure that we confirmed the dates but I have never
done a home show in the last years in which the date was changed so it was
not expected. I will take some of the blame here but it is very
upsetting knowing that no one at your company was or is willing to take any
blame for the situation. The one time one of my staff was a little late
to setup a home show booth at another home show company they called to let me
know right away. Your company did not even make a single phone call to
confirm the date change. Your company also did not even attempt to
contact me in any way when you noticed an empty booth at the home show for our
company. If we were contacted we could have at least came for the last
days of the show. The only email I found after searching everywhere was
the one I received about the Insurance reminder. I did not receive any
email as far as I can find with a subject line "IMPORTANT: SHOW
DATE CHANGE INFORMATION" as you have
stated. Maybe it went in my junk mail but I doubt that as I check my Junk
mail daily, as well as save all emails I receive without deleting themAlso, I
understand many of your representatives are on the road although I called the
corporate office initially and talked to someone there and they could not help
me either. Also to not respond to a customer for many weeks when you tell
me it will be within a few days or one week is not professional at allThis
was done a few times and I had to repeatedly send reminders days after the day
I was told I would get a response by. Even being on the road calls could
have been made to let me know I haven't been forgotten and/or calls could have
been made by your representatives to your corporate office to get an answer for
me. No company regardless of how small or big should take 3-weeks to
respond to a customer issue while the customer send 2-reminders weekly with
no answer to those as well.Thank You for now and I do appreciate the offer and will be there for the show next spring
[redacted]l
table.Mso[redacted]lTable
{
line-height:107%,sans-serif}
Regards,
[redacted]