Topside Tent & Party Rentals

- Charging more than total on customer's card:
A contract was emailed to [redacted] on May 9, 2014. He was advised that we needed a signed contract and full payment before delivery. He signed off on the contract and emailed it back and called in with his credit card...

information for full payment. (on the contract it clearly- states that there will be a 3% convenience
fee for charge card payments)
- Not having the necessary equipment for the set-up:
On the contract it clearly states that we only wire the lights that were ordered to the corner of the tent. We do not supply the extension cords to run to the power source.
- Rain and weather:
On May 10, 2014 the tent was set-up and it was fine when we left. The bride called the office 05/20/2014, 10 days, after the event, to tell us about the problems they had experienced with the tent. [redacted] asked her if the job was fine at set-up and she said yes, it wasn't until later the next day she had the rain issues. The structure of the tent relies fully on the stakes that are put at least 2' into the ground. When it rains, depending on the dirt/soil, stakes can loosen which will loosen the tent and start to hold some water. All locations are different, all ground is different. We cannot control the weather or how the ground will react to the specific conditions. We do however make every attempt to insure that each and everyone of our customers have a very successful event, but we can't fix something we knew nothing about. When [redacted] spoke with [redacted] about the order, she explained to him if there was anything else needed to give the office a call and there would be an emergency number for them to call after hours. He was told that we could not deliver the tent until the rental contract was signed and payment was made. He signed the contract and called in with his credit card. The 3% convenience fee was added and it took the total to $2,007.51. When we attempted to charge the card, it was declined. [redacted] called [redacted] and he was at the rehearsal dinner. He explained that only $2,000.00 could be charged on the card at a time. I told him I would talk to [redacted] in an effort to just waive the difference, which was over the credit card limit.
I texted [redacted] at 5:30 on May 9, 2014 to let him know there would be no more money owed, good luck and have a great weekend. He responded, ty (thank you).
When we received a call from the Bride on May 20, 2014, 10 days after job completion, we asked why it took so long to call, since [redacted] was Provided on
May 9, 2014 information on how to get the emergency after 'hour number if there were any problems or if they needed anything else for there event. This is a
standard business practice as work crews are on call after hours in case problems arise to ensure successful events. She was very disgusted with that question. I tried to explain to her that if there was a problem that [redacted] knew to call the office for the emergency number. She was not happy and just said that the tent should have not had any problems and that we do not know how to set-up a tent.
I gave the call to my manager/owner [redacted]  to talk with her. She explained she wanted a full refund because tent was not usable, which we could not do, so she said that if we did not refund her money she was going to call the Revdex.com.
Please let us know if you need additional information from Topside Tent & Party Rentals we will be happy to help.
Thank you!!
[redacted]
Owner/President

Review: We rented a tent from Topside Tent & Party Rentals for an event on 5/10/14, as it was going to rain. Our trouble began when they attempted to charge our card more than the total amount listed on the contract because they added a 3% credit card fee they failed to make us aware of. Then on the day of the event, they came to set up the tent and did not have all the equipment needed for the lights in the tent and had to borrow an extension cord from us. As the day progressed it began to rain, which is why we rented the tent to begin with. The tent began to collect water, the stakes holding up the tent came out of the ground on one side and I had to have family members try to hold up the tent to keep it from coming down on other guests. While family were holding the tent, everyone else had to evacuate the tent and we moved what we could, from the tent, indoors. Everything under the tent was completely ruined. Dinner and decor were ruined, due to the tent not holding the way it should have. Every guests was soaking wet and the majority of them left because of this. If we would have known that the tent was not going to hold up during a rainfall, we would have moved the entire event. We contacted the company as soon as we got back in the country and they were not understanding. There first question to us was why we waited so long to contact them and why didn't we contact them, while it was occurring.Desired Settlement: We contacted the company ourselves and requested to be compensated for the trouble we went through that night. The employees were rude and not understanding. We feel that if the tent would have been staked properly it would not have started to lift up and the stakes would not have come completely out of the ground. We feel we should be refunded for all the damage that was done to the space. We would like to be refunded, amount negotiable.

Business

Response:

- Charging more than total on customer's card:

A contract was emailed to [redacted] on May 9, 2014. He was advised that we needed a signed contract and full payment before delivery. He signed off on the contract and emailed it back and called in with his credit card information for full payment. (on the contract it clearly- states that there will be a 3% convenience

fee for charge card payments)

- Not having the necessary equipment for the set-up:

On the contract it clearly states that we only wire the lights that were ordered to the corner of the tent. We do not supply the extension cords to run to the power source.

- Rain and weather:

On May 10, 2014 the tent was set-up and it was fine when we left. The bride called the office 05/20/2014, 10 days, after the event, to tell us about the problems they had experienced with the tent. [redacted] asked her if the job was fine at set-up and she said yes, it wasn't until later the next day she had the rain issues. The structure of the tent relies fully on the stakes that are put at least 2' into the ground. When it rains, depending on the dirt/soil, stakes can loosen which will loosen the tent and start to hold some water. All locations are different, all ground is different. We cannot control the weather or how the ground will react to the specific conditions. We do however make every attempt to insure that each and everyone of our customers have a very successful event, but we can't fix something we knew nothing about. When [redacted] spoke with [redacted] about the order, she explained to him if there was anything else needed to give the office a call and there would be an emergency number for them to call after hours. He was told that we could not deliver the tent until the rental contract was signed and payment was made. He signed the contract and called in with his credit card. The 3% convenience fee was added and it took the total to $2,007.51. When we attempted to charge the card, it was declined. [redacted] called [redacted] and he was at the rehearsal dinner. He explained that only $2,000.00 could be charged on the card at a time. I told him I would talk to [redacted] in an effort to just waive the difference, which was over the credit card limit.

I texted [redacted] at 5:30 on May 9, 2014 to let him know there would be no more money owed, good luck and have a great weekend. He responded, ty (thank you).

When we received a call from the Bride on May 20, 2014, 10 days after job completion, we asked why it took so long to call, since [redacted] was Provided on

May 9, 2014 information on how to get the emergency after 'hour number if there were any problems or if they needed anything else for there event. This is a

standard business practice as work crews are on call after hours in case problems arise to ensure successful events. She was very disgusted with that question. I tried to explain to her that if there was a problem that [redacted] knew to call the office for the emergency number. She was not happy and just said that the tent should have not had any problems and that we do not know how to set-up a tent.

I gave the call to my manager/owner [redacted] to talk with her. She explained she wanted a full refund because tent was not usable, which we could not do, so she said that if we did not refund her money she was going to call the Revdex.com.

Please let us know if you need additional information from Topside Tent & Party Rentals we will be happy to help.

Thank you!!

Owner/President