Worth losing $118 if this helps people to look elsewhere for their event rentals. Wedding planning is a stressful time as a bride and groom. You want a vendor who has good customer service and will have your back in case anything goes wrong. Th...
is is not Elite Rentals. I advise you all to stay away.
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I'll preface my review with this: I take ownership of the fact that I did not review the final contract closely enough and missed that our order was set up as a pick-up and not a delivery. However I do not believe we are fully responsible for the miscommunication and even more so, there should at least a little bit of willingness to work with us.
So here's what happened. My fiancé inquired about renting a few things and in the initial inquiry she said no delivery. Well we get an initial breakdown and some time passes and I call to finalize things for the rental. I spoke through the process with their salesperson, Shannon. I told her we actually do need to have the items delivered. We talked though that process and I gave them the event address and she sent over the final contract. We signed it and paid the for the rentals.
We get to the day before the wedding when we thought our rentals were to be dropped off. Nothing arrives and our day of co-ordinator calls them at 1 to check in and we discover that our contract was for pick up not delivery. Upon looking at it again this was true but I was still surprised as I talked through the delivery process on the phone with the salesperson.
According to our coordinator, whoever she spoke with at Elite Rentals did say there must have been a miscommunication because they did have a delivery address on file for us it just never made it to the contract as a delivery. Anyways, they still told our coordinator that we needed to pick it up by 4. No option to get it early in the morning on our wedding day. We could not make that work as we were all on our way to the welcome party. I called to try and work out some sort of refund but did not get through and left a message. Thankfully we were able to secure a last minute wedding arbor that our awesome coordinator owned.
6 days later (post-honeymoon) I still got no response so I called again to work something out with them as we did not get any of the rentals we paid for. I spoke with Shannon and she gave nothing but defensive responses. They pointed out how our contract was not for delivery. That is correct. I own that. However, I pointed out that we talked about the delivery process and she refuted and told me that we did not. She also mentioned how we had all day to pick up our items. I told her we did not hear from them that day. She told me that isn't true as their policy is to always call their clients the day of to check in with them. So I repeated: we got no phone calls from them. Period. It was a frustrating conversation as Elite Events kept avoiding the topic of a refund (which we never got). I could tell it was going nowhere and said have a nice day.
So I write this novel of a review in hopes that it helps people make a more informed decision about where they do event rentals. Until they fix their customer service issues, I'd stay away for the time being. There are two sides to every story and I do admit to not closely looking at the contract. However, there's no excuse for not trying to work with your client on any level. Over $118 to boot...