San Diego Kids Party Rentals

To Whom It May Concern, This is in regard to the above complaint We are always very sorry to hear that any piece of equipment does not work properly at any event All equipment and especially food machines are machines and can break down from time to time It is protocol that anytime a customer has a complaint about any machine or piece of equipment that did not function properly; it is noted on their agreement by the delivery staff, brought back to our shop, and tested If the machine is broken or needs repairs it is tagged for repair and the customer is given a choice of refund, another machine, credit, etc There are many times that customers have told us that a machine does not work properly and we test it and it works fine This could be because of a number of reasons When this does happen we offer the customer a courtesy credit for the item This particular hot dog steamer that the customer is referring to is a fairly new machine Before writing this response I wanted to test it myself to make sure it was working and see exactly how long it took to get up to a full steam It started steaming in about minutes and was up to a full steam under an hour I don't know what the reason for the machine not working at their event, whether it the dial was not turned up, plugged in, etc I have attached a photo of the machine approx minutes after turning it on The photo is a little hard to see but you can see the steam and the water on the lid which is caused by the steam While I am sorry to hear that the customer did not have a good experience with Stuart, our delivery manager He did follow company protocol where he tested the machine, contacted the customer, and offered a credit We would still offer the credit to the customer If they have any questions I am available to be reached from 9-Monday-Friday If it is easier and they want to get a hold of me directly, I will give my cell (not sure if leaving cell is appropriate on this type of form, so please reply) Thanks [redacted] Owner San Diego Kids Party Rentals