SuperFun with Cville Inflatables

This log and my own personal experience with the customer substantiate that she created a request to rent from us on 6/24 and deposited by credit card $100 to hold her order for her event. Based upon her request and signed contract 7/1 (copy to follow) we removed her attraction from available...

inventory to other customers. On 7/10 we were advised to charge the remainder balance due and this was accomplished on 7/10. The amount charged did not account for the $100 which had been prepaid and numerous attempts to contact the customer to personally deliver the refund of her deposit were ignored. We subsequently mailed her deposit refund of $100. The check was cashed and the customer called to cancel her order on 7/25 with my assistant. I personally referred her to the signed contract and stated our policy which is clearly stated on our website ([redacted]) and in our rental agreement that a full credit, without expiration would be honored, but that there would be no refund according to our policies.  The reason for the policy is to prevent customers from removing popular attractions from availability to other customers by reserving only to cancel the event.  This was explained to the customer. She has been refunded the accidental overcharge of $100, and is not entitled to a refund of any amount.
Her contract will follow under separate email.
[redacted],   [redacted]

Review: In planning for my son's 5th birthday party on July 26th, I contacted Cville inflatables to place an order for a waterslide. As a returning customer and a customer who has been a huge advocate with local friends, family and organizations for this company I expected exceptional service. When the rental was booked more than a month in advance I agreed to put down a $100 deposit. I was informed that the remainder amount could be paid on the day of the event or anything prior if I wanted to. A little over 2 weeks later, without my consent, the remaining amount plus an additional $100 was charged to my account. I called the [redacted], immediately with the concern. Tom acted as though he was very aware of the mistake and took full responsibility for the overcharge. He let me know that a credit was made right away. 12 complete/8 business days later my account still did not show the credit. After calling my bank to verify if there where any pending credits the financial advisor confirmed there was never a credit made to my account. Again, I called [redacted] to address the refund concern. This call took place on a Wednesday. He said "The credit would've taken 5-7 business days to reach your account. I didn't want you to wait that long so I went to the post office Monday and put a check in the mail for you. It should be in your mailbox today." At 1:50pm I checked my mail, no refund check. I called the post office in which [redacted] told me he went to 2 days prior. They informed me that the mail in which I was inquiring about was just dropped off about an hour ago at 12:50pm. Without realizing the information that I had acquired, [redacted] attempted to meet me that day to give me cash as a settlement. I emailed [redacted] with my location in which I would be for 2 hours I never saw him that day. It has now been a total of 13 days in which I have been wrongfully overcharged and not refunded a penny. I have since canceled my entire order and await a full refund.Desired Settlement: On June 25, 2014 Cville Inflatables charged my bank account with a deposit of $100. On July 11, 2014, without my consent, Cville Inflatables charged my account $457. In total, Cville Inflatables charged my account $557, which is $100 over the agreed amount stated in the contract prepared by Cville Inflatables and signed by myself. With a 48 hour notice, in writing, I have submitted a cancelation for the entire order. I am expecting a refund of $557.00 online contract:http://[redacted]

Business

Response:

This log and my own personal experience with the customer substantiate that she created a request to rent from us on 6/24 and deposited by credit card $100 to hold her order for her event. Based upon her request and signed contract 7/1 (copy to follow) we removed her attraction from available inventory to other customers. On 7/10 we were advised to charge the remainder balance due and this was accomplished on 7/10. The amount charged did not account for the $100 which had been prepaid and numerous attempts to contact the customer to personally deliver the refund of her deposit were ignored. We subsequently mailed her deposit refund of $100. The check was cashed and the customer called to cancel her order on 7/25 with my assistant. I personally referred her to the signed contract and stated our policy which is clearly stated on our website ([redacted]) and in our rental agreement that a full credit, without expiration would be honored, but that there would be no refund according to our policies. The reason for the policy is to prevent customers from removing popular attractions from availability to other customers by reserving only to cancel the event. This was explained to the customer. She has been refunded the accidental overcharge of $100, and is not entitled to a refund of any amount.

Her contract will follow under separate email.

[redacted]