Complaints

• Initial Complaint

  06/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Saturday, June 17, 2023 a 20x30 tent was delivered and installed by Taylor Rental for my event. Please see attached photos showing the improper installation. The stakes used to secure the tent were not completely hammered into the ground. The tent has six anchor points where stakes are placed and only five were used.   Sunday, June 18, 2023, the day of my event, there were heavy rains and due to the incorrect installation of the tent- it collapsed! These tents can withstand 35 mph winds, according to ***** who is an employee there. The storm's highest winds on Sunday were 9 mph. Following the company's automated instructions, I made several attempts to contact the company's emergency line to no avail. I emailed *******, the manager, what happened and received no reply. We contacted another tent company when we couldn't reach Taylor Rental in an attempt to fix/salvage the tent. Their professional opinion was the tent was too poorly installed and they couldn't help. I had a day-of delivery coming and that driver is the only reason I was able to connect with *****, who swapped out the collapsed tent. Upon *****'s arrival he confirmed the tent was poorly installed. This is an unacceptable hazard. Had the tent collapsed during my event, it could have injured as many as 40 senior guests. The absolute negligence for safety is my main focus and complaint. On Monday, June 19, 2023 I went to the warehouse to discuss the weekend's event. I was initially met with deflection from ******* who blamed the weather. When ***** joined, he confirmed he was in agreement with me and the tent was improperly secured. He added if he was aware that we'd be requesting a full refund for what happened he wouldn't have brought a replacement tent- an item I paid in full to use. A 50% refund was offered followed by a 56% refund to counter our full refund request. The lack of customer service in response to an egregious safety mistake is unbelievable so we are requesting a full refund.

  Business response

  07/14/2023

  Business response taken verbally by BBB:

  There was a significant weather event in the area that had high winds that removed the tent from where it was staked in the ground. We went back out there and reinstalled the tent and the customer was able to have their event without much delay. We have provided a goodwill offer to resolve as a partial refund however the customer disagreed and requested a full refund, even filing a credit dispute however the credit card company found the dispute in our favor and returned the funds to us. No refund is due at this time as the rental was carried out and we did rush over to reinstall the tent for their event to still occur.

  Customer response

  07/23/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  1) Their employee admitted that the 1st tent was improperly installed by his team.  He was not present for the first installation but assumed responsibility for the negligence of his crew.  That accountability has seemed to disappear once we began to pursue a refund for not only the major inconvenience but for the potential physical harm that could have occurred had individuals been inside the tent at the moment of collapse.  
  
  
  2) When we could not get in contact with Taylor Rental via their emergency line, we were able to speak with another vendor who came to look at the tent and confirmed the tent was not properly installed because the stakes were too high off the ground and there was a stake/anchor point missing.
  
  
  3) They initially offered a percentage refund, another admittance of fault, but our request continues to remain for a full refund.
  
  
  4) Statements like the collapsed tent did not cause "much delay" when the tent was delivered the day before our event to keep a schedule that was ruined by the tents collapsed is inappropriate.  If the job was done correctly initially, there would be no issue and there would be no complaint to resolve.
  
  
  5) The credit card company has not sided with Taylor Rental, that in incorrect.  American Express has provided a refund and closed the dispute.  There is a small remaining balance paid to Taylor Rental on June 16, 2023 on a different credit card.
  
  6) According to Taylor Rental their tents are made to withstand winds of up to 35mph.  I provided a screenshot of the weather that day, and the highest winds were 9mph.  In a state plagued by bad weather nearly year round, outside of severe weather occurrences that did not happen that day, rain should not make a tent fall.  Especially one that size.  The company should have the expertise and the professionalism to install a tent properly the first time.  After we received the replacement tent, it continued to rain throughout the day and that tent didn't fall because it was properly installed with all 6 stakes needed and each hammered into the ground.

• Initial Complaint

  02/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company charged more than they quoted They never provided a contract They ill advised about a 50' boom that would work on my property which ultimately damaged my patio. They never provided a receipt. They charged my AMEX $318.00 more than agreed to for the rental and place it on my charge 3 weeks before the job was scheduled.

  Business response

  03/22/2022

  Business Response /* (1000, 5, 2022/02/21) */ You were contacted by text on 1.18.22 and did everything by text messaging including the discussion of due diligence and the research as to whether this machine would work for you. You sent this info to the beekeeper for his input. Then you ordered the machine 8 days later. You never asked for a formal quote, you just booked it. A copy was left for you when we delivered however it would have been sent to you upon request. It is not uncommon anywhere you go that you pay for items ahead of time, including this one. If the price had bothered you so much, why did you wait until after the fact? Your credit card was charged in full on January 26 for a delivery on February 14. I am sorry you had your pavers cracked but it is the customers responsibility to make sure the machine you rent will do the job for you. We are not contractors and do not advertise as such. Your rude comments and threats via text messaging only show you to be irrational and a bully. Consumer Response /* (3000, 7, 2022/02/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is not true that the reservation of the Boom was strictly by text. Sid called me and we spoke at length about the rental of the Boom. I stated that I was planning to remove a very large been hive from a Poinciana tree and needed to know if the boom would work on my property. I said I had professional bee keepers, who were going to do the job and I needed a boom with an articulating platform for them to stand on. I said I needed a knowledgeable professional to come out to my property to assess and advise me whether or not a boom would work on my property and able to access the tree where the hive is. I stated that I saw the 40' boom on the website, then later changed to the 50' boom, both listed as $450.00 for 24 hrs. I stated on the phone that $450.00 was all I could afford so I definitely only wanted to rent the boom for 24 hours. Sid said that's fine. He said they would deliver it and we set a time. He never mentioned any other charges beyond the $450. which is stated on the Taylor rental website for 24 hr rental of the boom. I asked for a contract to be sent. I said I could come in person and Sid said that wasn't necessary and he sent me many texts with photos of the various booms. The contract was never sent. I never thought to look at my charge card to see that it was charged on the date I reserved the boom, because who does that? Also, who charges more than agreed to ahead of time, with no contract? Any number of things could have happened to change the date of the bee hive removal. The contract was not even given at the time the Boom was dropped off. Since the bee professionals were booked and hard to schedule, the operation took place within a 24 hour period anyway. The only thing that was accurate is that the boom reached 50' and had an articulating platform. The boom was VERY difficult to maneuver around the property and two small trees had to be taken out, as well as many back and forth movements repeatedly to steer the boom in and out of tight places. This is what cause the damage throughout the patio, which is thousands of dollars of repair and now dangerous to walk on in some places. Apparently, the person sent out to assess the job on my property, named Pedro, didn't know his job. He should have advised that the boom would be difficult to maneuver, too tight in places and that it would be too heavy for a paver patio. These are people in the business of renting booms and should have knowledge of where they will work and where they will not work. I did get incensed when I saw the inflated charge on my account, that was put on without a contract and of course very upset to see the damage caused by the boom on my patio. I became extra upset when Sid, the owner stated, in a text, that "I should have done my homework". I thought I was doing my homework, by consulting with "professionals" who are in the business of renting booms to homeowners. I also consulted with licensed, insured, experience bee keepers. Losing a banana tree and another tropical tree was not pleasant, either and not calculated by the person advising who came to my home. I do feel scammed by this company and feel they owe me for the repair of the patio, as well as need to credit my charge card for charges over $450.00. To think that it was actually the owner of the company that I was dealing with in this transaction is unbelievable. I've never had a less professional situation. I thought hiring a company with history in Naples was the think to do. But, apparently, they are not operating in integrity and perhaps are short on help, therefore sending inexperienced people out to make assessments.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩