I called Coqui Party rentals and told the woman I had sent an email via their website but had not receieved a response from them. She told me she was so busy she did not have time to check their email. I proceeded to tell her over the phone I was really interested in renting the toddler bouncehouse that was on their website. She told me it was available for May 1, 2011 without a problem. After listening to the prices I told her I would call her back and did so the following day. I placed the order and told her I wanted toddler bounchouse number 43 with the flowers and palm trees.
She told me that was not a problem and told me I would need to leave a deposit and pay cash the day of the party. I told her I preferred paying the service in full to avoid having cash on me that day. She took my Chase check card payment for $193 which posted 4/14/11. I asked her if I needed to go in person to sign anything. She told me there was nothing else to do. Right before we hung up she told me I could buy plastic balls for a part of the bouncehouse for the kids to play with. A few days later I looked at the site again and noticed the bouncehouse she was talking about was not what I was looking at.
I called her April 30th, the day before the party and told her I wanted to confirm my reservation. She told me they would be there Sunday, May 1, 2011 at 12PM. Wanting of course to have a perfect party I wanted to double check that she had the correct bouncehouse. I asked her if it was the toddler one, she said yes, and I asked where the little plastic balls go because I couldn't see it. Based on her description it was clear she was talking about one with a helicopter. I told her that was not what I had ordered and she began raising her voice and said it was. She then said started describing the one I wanted and then said, yes we no longer have that one.
I asked but why do you have it on the site then?? She said the man who does their website work never had time to work on it (funny suddenly the bouncehouse is no longer there). I insisted I would never order a helicopter for my DAUGHTER'S birthday, it just didn't make sense. Trying to convince me to stay with the reservation she explained the one that was going to be sent had more activities on it. I told her to cancel it and refund my money, she agreed. Again, wanting to double check, I asked will you refund me the full $193? She said yes, the full amount. When I called a few days ago (Mon 5/9/11) I spoke to the same girl and she said the refund was not ready because the owners had not shown up yet and she would call me the next day once they came in.
She did not call me and two days later (Wed) I called her back and asked what was going on. She began yelling saying I was going to get my refund but the owners were not there and she was just an employee. She then told me only a percentage would be refunded. I told her I needed to speak to the owner myself and this wasnt fair. She said it was out of her hands and she could not do anything about it, she did not know when the owners were going to show up. She also mentioned no company would ever refund you the full amount if you cancelled on them. I reminded her she was the one who made it clear I would get the full refund.
She said my contract clearly said there were no refunds and no cancellations, however I NEVER received a contract via mail or in person even though I had asked if I needed to go in person. I told her again it was not fair she misunderstood when I said 43 in English and that it didn't make sense to fight for my own money as if I had to get a lawyer. She blew up and said I should get a lawyer because they have a good one too and hung up. I was trembling and had to pulling over, I have never been so upset.I just want my refund. I had to rent another bouncehouse from another company so I have spent twice as much as I needed to.