ComplaintsforThis And That Here And There LLC Tennessee

• Initial Complaint

  08/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I hired this company to come on August 20,2022 and set up (and allow us to rent) an inflatable water slide. We have used them 3 times in the past and had good service, but we've noticed a trend of them picking up earlier and earlier. The first 2 times, we had the inflatable for around 12 hours. Last year, they picked up early, but I figured it was a fluke. We used them again this year. They showed up at the promised time, but did not have the appropriate equipment to set up at 7am, so they told us they'd be back. They finally came at 11:15, so they set up and it was ready around 12. We asked the man if he could leave it later since it came late. He said he would come after 6. My husband called at 5 and asked to have it longer since they were late and we'd had some rain. He said they had a pick up at 7, and they would come before that. We figured 6:30. They showed at 5:50. I went to the owner and told him they'd been late and that we were told it'd be later. His response was that we should have told them they needed sand bags... which is not our job. We didn't know that. He refused to even wait 15 minutes. So the party started late, ended early, and the owner began yelling at me when I asked for more time IN FRONT OF OUR GUESTS AND THE KIDS! He actually made the comment that I could call another company for more money and shorter time. But the problem is we weren't given the 11 hours we were promised for the price.

  Business response

  09/19/2022

  Business Response /* (1000, 5, 2022/09/01) */ Mrs ****** made a reservation with us on Aug 5th for our Caustic waterslide for Aug 20, 2022. Last year when she rented, she reminded me that the inflatable would be set up on her driveway so we needed to bring sandbags. This is on our website. We use sandbags to safely secure our units when we cannot stake the unit. This was not mentioned during our conversation on August 5th or on Aug 18th. I called on August 18th to confirm the delivery and also inform Ms. ****** that there was a chance of bad weather. At that time, she asked if we could make her the first delivery. (We start delivering at 7 am and try to be finished by 11am. This is on our website.). I made her the first stop Saturday morning at 6:56am. When I realizing where this very large unit was going to be setup, I told Mr. ****** that I could not setup the unit safely with the number of sandbags we had in our trailer. Informing him that we would be back after other necessary scheduled deliveries Mr. ****** stated, "Not a problem. It will give me a chance to clean this area up." Per our GPS we came back at 10:44am and left at 11:39am. The party was scheduled for after 12pm. I went over the contract with Mr. ****** and asked what time I should pick up the Caustic. He shrugged and I asked if 6pm would be ok? (Last year I was told their party ended a 4 and I showed up at 4:30 to pickup) He said OK and signed the contract. Mr. ****** called a little after 5pm asking if we could come around 7pm instead of 6pm. We have hourly workers that I schedule to come in. If I was informed around 3pm before my workers arrived, I could have possibly rearranged 7pm. However; I told him due to being in route we couldn't change our time and that I would be around 6pm. We arrived at 5:53pm and we were sitting in our truck waiting till 6pm on the road leading to their home. Around 3 minutes later, I heard someone yell "they are here and it is time to get off." At this point, I started to get out of my truck and walk up to our inflatable. Mrs ****** approached me and stated that she would never rent from us again and would be giving us a bad review. I attempted to calmly explain how our routes work and the early deliveries before the party time is a perk, not a requirement in our contract. Mrs. ****** stated that she was going to rent from someone else. I replied that she has the option of renting from other companies; however I know that companies out of Nashville charge more than us, have a time restriction, and have a delivery fee to come to Springfield. Mrs. ****** just continued expressing herself in a loud voice that she was going to blast us on F*******, tell her friends, and finally to just get our stuff and get off their property. We quickly and quietly pickup our inflatable and equipment. Consumer Response /* (3000, 8, 2022/09/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from this company is totally false. First off, it is not my job as a customer to tell them how to do their job. It was his responsibility to find out where and how the inflatable would be set up. It is the company's job to be sure they know what equipment to bring for the job. Nowhere on their website does it state that it is the customer's job to inform them of where it will be set up. The only thing the site states is they prefer grass, but can do concrete. Last year, he ASKED me where it would be set up while on the phone. I am not an expert in his business and therefore was not aware of what materials he would need. Also, he never called me to confirm. Actually, he called a friend of mine who had originally inquired about the rental, but was not the one who actually agreed to rent it. When I made the appointment, I told him it should be in my name. I never requested that I be the first stop. I didn't need the rental at 7am. Our party was set to start at 10 am. He never asked me when the party was starting. He told me 7am when I made the appointment. I never had any confirmation and didn't know he had called my friend until the delivery had been made. I didn't hear from him until 6:30 when they were on the way to my house. When they arrived, my husband met them outside. He said the lady was very stressed about not having sand bags, so he told her that was ok, they could bring it later. We were trying to be as kind about the mess up as we could. It was their fault, but we understand mistakes happen. When they finally dropped off, it was nearly 12. I'm sure his time of 11:40 is probably close. I was outside with my husband when the contract was signed. We asked how late they could leave it because they'd dropped it late, and last year it had been picked up early (I never told him to get it at 4 last year so I don't know where he got that from). The man said "It will be after 6" I said ok and my husband signed. After they left it rained for over an hour. Per their website, it does say rain is not their fault and there are no refunds BUT since they'd been so late after their mess up that morning, I had my husband call. I'm not sure of the time the call was made. We had postponed the party by 2 hours due to their mess up, and then it rained an hour. We thought they'd work with us. The man told my husband he had a pick up at 7, but we'd be the last before that one. It'd be after 6. They pulled down my driveway at 6:45. I looked at my clock and told my kids to exit the inflatable. I did that because last year, the teenage boy they brought began pulling down the ropes before he even checked to be sure nobody was on it and I didn't want that happening again. As the man was stepping up, he said "I guess I'm the party killer" I said "Yes you kind of are. You're early. It's not even 6." He said "It's 5:50 and I'll stand here until exactly 6 if that's what you want" in a hateful tone. His teen helper was already turning the machine off. I asked if he could give us until 6:15 since they were the ones who messed up. He said no he had another pick up. That's when I said (still calm) "Well I'm going to tell you, I won't be using you again. You give us less time every year. The first year we had it over 12 hours, second year it was still 10-11 hours. Last year you picked up early. This year you dropped off late and picked up early." He said "You should have told me I needed sand bags" I told him that's not my job. He should ask customers where they're setting up. He started to get loud about how we didn't tell him we were on concrete. I started to walk away (toward where my guests were) and he followed. I turned (thinking I didn't want a scene in front of my guests) and said next year I'll go with another company. He yelled "GOOD. You can call Nashville and pay twice as much for 4 hours" I'll add here I've since spoken with FIVE local companies who are in our county. They are all 5 cheaper and 3 of the 5 leave their inflatables for a guaranteed 12 hours. But I digress. I walked away at that point and sat down. My husband stepped up to the man and told him he was earlier than he'd said and the guy again got loud (I have him yelling at my husband on video). My husband told him that he works at people's homes and if he arrived at a job without the necessary equipment and had to delay the work, he would do whatever he could to fix things and make the customer happy. The man yelled in a hateful tone that we should have told him we were on concrete. My husband again said that's your job, not ours. We don't know what you need. The man said "You know what, you're right. I'll ask from now on" my husband said ok so if you admit you were wrong why are you not trying to make it right. The guy ignored him. My husband said "you just got yourself a bad review on Google". We never said we would tell all our friends. Never said we'd blast them on social media. The guy started yelling about our driveway and how it's rough to drive down and he didn't want to drive it in the dark. I said it doesn't even get dark in August until after 8:30 so that excuse was not even valid. At that point my husband told me to leave it be because the guy obviously had no intentions of making it right, no care that the service we got wasn't satisfactory, no care that he just hollered and was hateful in front of 4 families and about 15 kids ages 3-14. So we stopped. And we allowed them to gather their equipment. He did come ask us to move our vehicles so he could turn his truck around and I told him no. He had already interrupted our party. My kids were upset. The other adults were upset that he just behaved that way with children present. So I told him he could back up in the driveway. Which is what he did. The adults all sat at a table far from where he was. We spoke and talked amongst ourselves trying to decide how we could find something for the kids to do for fun so the party didn't have to end. We never spoke about or to them. Business Response /* (4000, 10, 2022/09/12) */ Here is a screen shot of my web page that asks to be informed and shots of my call log.

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