I had emailed The Filling Station asking for pricing and advise on kegs and kegerators for our wedding. Tony Cross (the owner from what I'm told) responded right away and we were in contact throughout the three months leading up to my wedding. I thought everything was squared away and set up, I wasn't worried about it. I had confirmed with Tony that we could pick up the kegerator and our two kegs anytime after 11 am on Friday (the day before the wedding). I had already given him my payment information and filled out the rental paperwork which listed on it the exact items we were picking up.
When my now husband and my father arrived to pick up our equipment, the employees working had no idea we had an order in. They said Tony had specifically told them there weren't any pick ups for the day, and that nothing was set aside for us. Tony had gone out of town for the weekend and we were not able to contact him. Luckily the employees were able to find the kegs we needed. The kegerator they rent out was already gone, but they dug one out of a storage closet for us.
Once we got to the venue on Saturday we realized that the kegerator we had wasn't big enough to hold the kegs we had purchased. We called The Filling Station to ask for help. The employees felt really bad for us, so one of them came out with his friends (who are not employed for the company) to bring us a different kegerator and hook everything up. Luckily this worked and we were able to move on from this situation.
I am extremely grateful that the employees were so willing to help. This was not their mistake, but they felt bad so they did what they could. Getting friends to help out was above and beyond and I understand how much effort they put in. I see this as a nice gesture from person to person, as opposed to anything customer service related. That being said, Tony provided terrible service.
We ended up having to use a 'Redneck Kegerator' which is an ugly trashcan with a tap in the top of it. I appreciate that some people like that look, but we do not, if we did then we would've rented it in the first place. My husband and I were in Maui when Tony returned from his days off, so my father went in to speak to him in my place. My father approached the situation calmly but expressed our frustrations. Tony told us the mix up was our fault, meaning my fault, but was unable to provide his reasoning. I have all of the emails to back up our conversations, and I would be wiling to admit if I was at fault, but I assure you, I am not. I even reviewed the emails once we got home to make sure I didn't miss anything.
Tony said that his employees saved the day and was unwilling to admit any fault or take any money off the cost of the services. All he did was refund the price difference between the kegerator we had asked for and the trash can kegerator we had received. I ended up paying him almost $400 and he wouldn't give us any money off or gift certificates, or even just an apology. He even went on to insult our venue (which was beautiful) and state that he had "been out there, and the kegs are just sitting in the dirt". He has zero idea what he is talking about, and I'm disappointed that he turned to insults instead of just admitting his mistake.
I've worked with the public for years, and I never expect anyone to kiss up to me or do anything ridiculous in the name of customer service. I just want people to be honest and polite, that's all I ask for. I will say that I was blown away that Tony was acting like a child. The Filling Station will not receive another single cent of our hard-earned money. Since we just got married, I have a ton of people asking me what vendors I used for different things. I make sure to tell them this story and caution against any interaction with The Filling Station. read more