Undercover Tent & Party

I was organizing a family reunion for immediate family and friends, most of whom were from out of state or country and we rented a large house in Osterville for this event. I had met with the owner of the house a few months prior to the event in July and described that about 20 folks would be staying at the house for the week and about 40 folks (incl. the 20 house guests) would be present for an afternoon cookout on the Sunday we were staying there. I wanted to rent a tent from UCTP in case it rained and rented one of the sailcloth tents. The day before the event, UCTP went to the property to stake out the tent location. The owner was there and told them they couldn’t put a tent on the property. This was surprising to me as the owner never said a tent was not allowed on the property, nor was it stated in the rental agreement I signed, and I never mentioned to the owner that I was taking this precaution (an obvious oversight on my end). In her exchange with Tony, the owner claimed to not remember our face to face conversation a few months back about the reunion/​cookout plans. The owner asked UCTP to leave. Tony then called me and explained the situation, understandably confused, which is an acceptable reaction, but he was very rude about it. He immediately started yelling at me (the paying customer) and telling both myself and my husband how unprofessional the situation was. During his rant, he even went so far as to say, «your check better not bounce!». I was appalled. I can understand his confusion (I was also confused and caught off guard by this situation!), but could not believe I was being spoken to by someone like this, especially the owner of a business I chose to work with. Talk about unprofessionalism! If he is speaking this way to customers, I can only imagine how the rest of the organization treats customers. A better approach would have been to empathize with the customer, to try and understand that someone not giving them (the paying customer) accurate and fair information has perhaps put them in a tough position ALSO. Working with them to resolve and minimize the miscommunication rather than adding to it by yelling and accusing would have been a more constructive and effective form of customer service. I would not recommend this company to anyone. There are plenty of tent & party rental companies on the Cape, and I’m just sorry my dollars went to this one. Oh, and my check did NOT bounce.

We used Undercover Tent for our outdoor wedding in Truro in August and they were great! They were very professional and a huge help. They did a site visit before we got there, met us a few days before the event and had a great staff that put the tent up and set up the chairs. They also were very flexible with us changing some things in our order last minute. I also overheard the owner say, «this is what it’s all about, the customer» while my dad was going back and forth on where to put the tent. GREAT customer service.