Special Event Rentals

As previously discussed with our customer service and management team the rental was reserved for June 3rd, as the emailed contract stated in numerous placesWe do request that our customers thoroughly review all contracts as some times errors may happenDue to this our reservation email states the following "Please review the contract thoroughly, checking the event date and items reservedIf your order is to be delivered, please review the delivery address, times and instructionsThis quick review will help us ensure your rental experience is a successWe assume all is correct unless you notify one of our representatives." Checking the contract for correct dates, times, rental items, and quantity of items is our customers responsibility as they know best what is required for their event As was discussed over the phone when making the reservation, providing payment ensures that the rental is reserved and by providing the 50% deposit our rental agreement takes effectOur customer service representative made every effort to get in contact when it was discovered the rental was not picked up but neither the email nor the call was returned As the rental items were fully booked, reserved and packed this is treated as a notice cancellation and full payment was collectedIf the reservation had been made for the assumed date, we were contacted a week prior to the 28th beyond the week cancellation window and 50% of the cost would still be collected as per our terms and policies, which were attached to the initial contract emailWe apologize for any issue that this may have caused but we are following the terms and conditions of our agreed upon rental contract

Complaint: [redacted]
I am rejecting this response because the statement
by Special Events in their response: "As the rental items were fully booked, reserved and packed
this is treated as a 0 notice cancellation and full payment was
collected."
The items should not have been packed for
the dates that Special Events had entered in their system. In addition, I had
not confirmed the reservation.  What is
the purpose of the confirmation email and signed contract; if Special Events is
going to proceed with the reservation without confirmation or signed contract anyway?
I believe this to be an unfair practice to charge customers the full amount for items that were not confirmed by the
customer.  We should not be charged the
full amount.
Sincerely,
[redacted]

As previously discussed with our customer service and management team the rental was reserved for June 3rd, as the emailed contract stated in numerous places. We do request that our customers thoroughly review all contracts as some times errors may happen. Due to this our reservation email states...

the following "Please review the contract thoroughly, checking the event date and items reserved. If your order is to be delivered, please review the delivery address, times and instructions. This quick review will help us ensure your rental experience is a success. We assume all is correct unless you notify one of our representatives." Checking the contract for correct dates, times, rental items, and quantity of items is our customers responsibility as they know best what is required for their event.  As was discussed over the phone when making the reservation, providing payment ensures that the rental is reserved and by providing the 50% deposit our rental agreement takes effect. Our customer service representative made every effort to get in contact when it was discovered the rental was not picked up but neither the email nor the call was returned.  As the rental items were fully booked, reserved and packed this is treated as a 0 notice cancellation and full payment was collected. If the reservation had been made for the assumed date, we were contacted a week prior to the 28th beyond the 2 week cancellation window and 50% of the cost would still be collected as per our terms and policies, which were attached to the initial contract email. We apologize for any issue that this may have caused but we are following the terms and conditions of our agreed upon rental contract.