Hilbrich Cunningham Schwerd Dobosz & Vinovich LLP

When customer called inquiring for our services, that individual was given a quote along with our requirements when booking our servicesPer conversation, she s advised that our deposits were non refundableShe proceeded to make a reservation after accepting our termsOn Friday, March 20th, I called her and advised her that the weather channel was predicting 100% chance of rain, and asked her if she would like to reschedule for SundayHer response was that she knew there was a 100% chance of rain and she wanted to wait till tomorrowI did advise her that I do not take the train out in the rain because it is all woodShe still wanted to wait till the day of the party to make that callSaturday, March 21st it was raining and up until pm that afternoon the rain had not stoppedI called her and she said it was not raining in her area that she still wanted the trainI explained to her that it was raining in Seguin and explained to her again that our equipment is all wood and I was not going to take it out in the rainShe asked if she would get her deposit back and I said no, as I explained in our initial conversation that the deposits are non refundable, she was very arguementive and I was trying to offer her the other train that is non wood and she did not want to continue the conversation and hung upWe had other parties scheduled for Saturday and they chose to reschedule for Sunday due to the weather and the customers did not lose their depositsIt is very rude of this customer to assume we cancelled on our customers and kept their depositsIf necessary, we can provide customer names and phone numbers to verify that cancellations due to rain were rescheduled for Sunday and everyone was very happy with our servicesNo deposit monies were kept from any of our customers and everyone on our schedule were very understanding of the rain situation and were very considerate to our equipmentOur goal is to make every customer happy and satisfied with our servicesWe did try to accomodate by offering an alternative option but the customer did not want to reason with usTherefore, the decision was made to not refund depositThank you, [redacted]

Complaint: ***
I am rejecting this response because: on there response it not true she didnt explain to me there terms of non refundable deposits I did not cancel , she did not offer me another train I will take this further with a lawyer I still paid dollars for services I didnt get the weather was not our fault and if anyone was rude she was, I hung up because she was getting loud and rude with me ,and if they take care of customers and make them happy then I should of should have gotten a refund, I think that would have been good customer service
Regards,
*** *** ***

When customer called inquiring for our services, that individual was given a quote along with our requirements
font-family: 'Lucida Console'; letter-spacing: -0.1pt;">when booking our services. Per conversation, she  s advised that our deposits were non refundable. She proceeded to make a reservation after accepting our terms. On Friday, March 20th, I called her and advised her that the weather channel was predicting 100% chance of rain, and asked her if she would like to reschedule for Sunday. Her response was that she knew there was a 100% chance of rain and she wanted to wait till tomorrow. I did advise her that I do not take the train out in the rain because it is all wood. She still wanted to wait till the day of the party to make that call. Saturday, March 21st it was raining and up until 1 pm that afternoon the rain had not stopped. I called her and she said it was not raining in her area that she still wanted the train. I explained to her that it was raining in Seguin and explained to her again that our equipment is all wood and I was not going to take it out in the rain. She asked if she would get her deposit back and I said no, as I explained in our initial conversation that the deposits are non refundable, she was very arguementive and I was trying to offer her the other train that is non wood and she did not want to continue the conversation and hung up. We had other parties scheduled for Saturday and they chose to reschedule for Sunday due to the weather and the customers did not lose their deposits. It is very rude of this customer to assume we cancelled on our customers and kept their deposits. If necessary, we can provide customer names and phone numbers to verify that cancellations due to rain were rescheduled for Sunday and everyone was very happy with our services. No deposit monies were kept from any of our customers and everyone on our schedule were very understanding of the rain situation and were very considerate to our equipment. Our goal is to make every customer happy and satisfied with our services. We did try to accomodate by offering an alternative option but the customer did not want to reason with us. Therefore, the decision was made to not refund deposit.
Thank you,
[redacted]