Revolution Entertainment

My company had a contract with Revolution Entertainment for their open air photobooth for 2 hours for our Christmas party in November of 2015. They were scheduled to arrive at 6pm for set up with service to run from 8−10pm.
No one arrived at 6pm. 7pm rolled around and still no one had arrived, I left a voicemail with my contact at Revolution Entertainment but I never heard back from anyone.
Someone finally showed up at our venue a little after 7:30pm…more than an hour and half late!!! He started setting up and then realized when he was almost finished set up that he did not have a key that he needed to get the booth functioning. He offered to drive back to the shop to grab the key and come back to our venue but that it would take some time since the shop is all the way in NE Calgary and he needed to drive there and back to our venue downtown. By this time it was already passed 8pm which was supposed to be our START time. There was no way he would be able to return until 9:30pm earliest and 10pm was our scheduled END time and also the time people started leaving the event. So we asked him if we could get our money back since clearly we were not going to get a 8−10pm photobooth service as outlined in our contract! He stepped away for a few minutes to make a call to someone (I assumed it was a manager), and when he returned he said that a refund would be provided. NO mention of a cancelation fee. Since we didn’t have a functioning photobooth and were offered a full refund we agreed that he could leave. So he packed up his things and left. It was very diappointing for both myelf (as the event planner) and our guests. For the remainder of the weekend I never once received a phone call from anyone providing an apology or an explanation.
The following Monday at work, I emailed my point of contact at Revolution Entertainment to inquire about how to get our refund. I received an email back saying that since we canceled the service, we would have to pay a cancelation fee and they would refund us our deposit minus the cancelation fee. This was quite annoying since we DID NOT cancel! First of all, they showed up LATE and did not show up with a functioning photobooth. How could we cancel a service that never could’ve happened?! And to top it all, they had the nerve to say we were going to get charged a cancelation fee! The guy who showed up at our venue never once mentioned a cancelation fee. He just told us we would get a full refund.
I emailed back and told them that our company should not be on the hook for paying a cancelation fee and that we were told we would be given a full refund. The email response I received was telling me that you could drive to Airdrie and back in less than an hour and that at no time were they unable to fulfill their contract and that there was a photo booth sitting in our venue, a key on-​route, and another sitting in the office not 10 minutes away. I found this response to be very RUDE and inaccurate… they were NOT able to fulfill their contract because they DID NOT have a funcitoning photobooth at our venue! And never once did the guy who showed up at our venue that night mention anything about another key being on route! If we would’ve known that another key was on-​route, we would’ve been able to possibly get the booth up and running for at least 45 mins to an hour or so (but still not the agreed upon 2 hours outlined in our contract).
After some emails back and forth, we were finally able to get a full refund. It should NOT have taken that much negotiating because we were told that night we would get a refund!
Although we are thankful we received a refund, we would never, ever book with Revolution Entertainment again and would never recommend them to anyone else.
First they show up late, they didn’t have a functioning photobooth when they finally arrived, no one returned my call, they somehow made it seem like it was OUR fault the contract wasn’t fulfilled and also tried to slap us with a cancelation fee.