Party Time Plus

Review: I called and reserved a tent and canopy. I asked if they would have them available on the 26th of April. He said most likely but the only way to gaurantee they would be available was to put a deposit down. We discussed Insurance for the items and I was informed the canopy was an uninsurable item but if it was damaged it would cost $1500.00 to replace. I was also informed the canopy was not very stable and any sign of wind we would need to take it down immediately to prevent damage. I asked if I could reserve both and then call him back after I spoke with my step-mom to see if she still wanted the canopy. The deposit of $78.00 was was 25% for both items. She did not want the canopy so when I called back he took it off the order and we agreed to put the additional deposit amount to the rental at the time of pick up instead of voiding and reissuing the credit card transaction. At no time did he mention the deposit was nonrefundable and nowhere on their web site did I see it posted. If it is posted it is not easily visable. The tent is $185 and the canopy is $110 for a total of $295, insurance for tent was $18.50. My original deposit was $78.00 for 2 rental items at $295, the deposit for just the tent would be $46.25. (At 25% I can not get the numbers to match-295x.25=73.75 even if you add insurance 73.75+18.50=92.25 I still can't get 78). The reservation is two weeks out so when I got the call from my step-mom she did not need the tent I got my receipt out that I still had not looked at to call and cancel the reservation that is when I noticed NON REFUNDABLE DEPOSIT. I called and asked if this was correct and there was anyway to get my deposit back. No I'm sorry and I was extremely upset and told him this can't be legal again I got sorry. I hung up and now am complaining. If taking a reservation over the phone it should be a law they have to verbally tell you of the nonrefundable policy. I was unaware.Desired Settlement: I want my deposit of $78.00 back and should at least get the difference between the tent and canopy rental of $295 and just the tent of $185. 25% of 185 = 46.25, (amount charged $78) minus (25% deposit for tent $46.25) = $31.75 difference. Also a company should be legally bound to stat the policy when ordering over the phone or I would have taken my chances and not reserved. I was not given that option. I don't want to but I will dispute the CC charge if that is the only way to resolve this.

Business

Response:

April 16,2013

[redacted], Resolution Moderator

Revdex.com Eastern Washington, North Idaho, & Montana

FAX: ###-###-####

RE: Case ID: 9499548

Customer [redacted]

Issue Presented: Customer unhappy with our non-refundable deposit policy. Claims that it wasn’t told to her nor visible on our website or paperwork.

Company’s Rebuttal of Customers Statement: Employee who helped said customer claims he told her the 25% deposit was non-refundable during their phone conversations. The policy is also states on the paper receipt that was mailed to her the day she made her payment. That has been the company policy for over 10 years. Payment details are NOT listed on our website as orders cannot be placed online. Customers must contact sales representatives by phone to place orders, that way all necessary information and policies can be explained to the customer.

We are unaware if the customer asked to speak to a supervisor or company owner, but if she had gotten to we could have explained our policy and offered a solution without her formal complaint. That is our preferred path to resolving issues.

Settlement Offer: Because we cannot verify exactly what was said between the 2 people involved in this miscommunication, we are refunding the customers $78 by check, mailed on 4/16/13. We have been unable to reach [redacted] by telephone today.

Should the Revdex.com have additional questions or need to speak to a company representative, please contact myself at ###-###-####. Thank you.

[redacted] • ###-###-#### * Fax [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I received the attached letter dated 4/11/13. I'm assuming they sent this prior to receiving my complaint. It made it obvious whether or not I spoke with a supervisor they still would not have resolved this issue.

Under Issue Presented in their response to you I never claimed it was not on paperwork. I only claimed it was not visible on website and not verbally communicated to me at the time of order and did not have prior knowledge of this policy. I became aware of their policy only after I opened my mailed receipt to cancel order.

After telling me and then mailing me (DEPOSIT RETAINED) they obviously received my complaint and mailed a check to me (received 4/17/13) refunding the deposit amount.

I have reviewed the response made by the business in reference to complaint ID 9499548, and find that this resolution is satisfactory to me as long as the check clears.

Regards,