Bounce Right Inflatables

I would first like to start by saying Bounce Right Inflatables does hundreds of rentals every year, and is highly recommended primarily for our customer service. We have a very fair cancellation and weather policy clearly stated on our website. This customer reserved several units for July 4th 2011, many weeks in advance. His event was scheduled from 1pm-9pm on Monday July 4th. On Saturday July 2nd he called at 8pm, most companies would not even answer their phone on a Saturday at 8pm but we like to be available for our customers. His wife called to cancel one of the 4 items they had reserved for Monday; I asked why and was told their plans had changed. I explained to her that we require 48 hour notice as is posted on our website, I was sorry to hear that their plans had changed but that she would be charged for the items she had reserved. Less than 5 minutes later her husband (the reviewer) called to cancel the whole event, he was very unreasonable on the phone, yelling and carrying on. At no time did he ever mention a family emergency as he has stated in his review. After nearly 10 minutes of being yelled at on the phone the conversation ended with “fine just bring out the units.” The following day I called the customer and offered him the option of paying for the units but picking a date in the future that would work better for him, he said “no it’s ok we have rearranged our plans to move forward with the party.” He was very cordial on the phone and even stated he understood our policy and why we have to hold people to their reservations. On the day of the event, we showed up about 11:30 am to set up, the customer was not home, we spoke with his wife, mother, and brother all of whom were very nice to work with. There was a slight chance of rain in the forecast for that evening, but their party plans were moving forward. We set up and left without ever meeting the husband. About 5pm I got a phone call with a question about the cotton candy machine, I answered it and asked how the party was going; she told me it was great. So at that point they had power and no rain, and had the equipment for over 4 hours. I understand it rained at some point later in the evening, but we cannot control the weather and if the rain knocked out the power we cannot control that either. When we showed up at 9pm the units were inflated, the power was on and the party was hopping with what looked to be like more than 50 people. We picked up the units, spoke with several people, including the brother that said things went great and apologized for everything getting wet. We left that night without meeting the husband and no comments that would lead us to believe that things were not good. On Tuesday I get an email asking what kind of compensation he would be getting for the rain. I referred him to the website that states that equipment is rented for time out and not time used, and if he’d wished to cancel for weather he could have done that, but once the equipment is delivered, we cannot compensate for weather. While this was not the answer he was looking for, it is in line with our policy and the policies of 95% of other inflatable party rental companies. Chris Robel Bounce Right LLC