Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 3, 2023, my husband and I got married and we hired *********** Bartenders for our wedding reception. *********** failed to provide the service we paid for. The owner showed up 2 hours late and alone when she was supposed to arrive with 2 people helping her due to her arm being in a cast. The 2 people helping her did eventually arrive, but the bar was not fully set up to serve guests on time. When confronted about her lateness, the owner said she started serving on time but only beer and wine for cocktail hour and tried to claim I agreed to that when it clearly states in the questioniere I filled out for her prior to the event that we wanted a full bar during cocktail hour. She also tried to blame her being late and unprepared on the 2 steps she had to walk down. Bottom line was she arrived on the property 2 hours late and failed to serve guests the drinks they wanted. We paid extra for a custom drink package and guests told us they were told by the bartender that they couldnt make them for one reason or another. Again when confronted after the event, the owner denied this. We also had guests coming up to us saying the bartender was complaining about us that they didnt get paid to not have a tip jar at the bar and I had to give a family member my phone with the paid invoice to give to the owner which was embarrassing and stressing me out. When confronted about this, the owner said she cant remember these things on the day of the event. Other complaints from guests were that she was seen hiding. Also, it took a while to get a drink because there were times when she was behind the bar working while injured and the line for the bar was piled up halfway across the room which we clearly see on our wedding video footage. She also asked a guest to help fix the bar sign she brought, another thing we have on video. We feel we paid way too much money for unprofessional service that wasnt fully functioning for a good portion of our event.

  Business Response

  Date: 01/05/2024

  This clients anger is misdirected.Facts have been twisted and, in some cases, are completely inaccurate. When this client contacted me after her event I shared some of what transpired, in broad strokes, so as not to be excessively negative about her wedding coordinator.  We discussed some of the items she mentioned in her complaint and when the call was complete I believed her questions resolved,Unfortunately, for whatever reason, she chooses to be completely closed-minded regarding the facts of the day. Therefore, Ill address each comment in excessive detail.
  
  As an event vendor, who has been in the industry for years, with thousands of events under our belt, this was one of the worst coordinated events weve ever done. I guess Ill start at the top.
  
  We review a very detailed checklist with our clients to ensure we are properly prepared for every event.We base our pull sheet and bar setup plan on this information. This client stated the wedding ceremony was offsite and guests werent expected to arrive at the reception location until 4pm. At which time the bar was scheduled to open. At some point, plans changed, and the ceremony was now being held onsite.Unfortunately, neither the coordinator nor client informed us of this change, and it affected our entire setup process and start of bar service. A simple phone call or text would have allowed us to adjust our plans for setup. The wedding coordinator and/or client made a major change to the event which created a number of challenging issues and delays which were completely out of our control.
  
  First - the bar staff arrived all together, on time, in one truck with a 14 trailer. We parked in the only space available in what essentially was a 3-car wide driveway. The crew opened the trailer to start unloading when a venue staff member told us we would have to move. There were a number of personal vehicles, of guests etc, who were mistakenly allowed to park in the vendors loading area. The owners had to located and the vehicles moved before we were finally able to park and start unloading. This took well over 30 minutes.
  
  Next, the venue was to be vendors only until the reception started. Guests were continuously arriving during setup, and gathering in groups, in what was a limited pathway from the loading area to the reception room. We were forced to move very slowly through these areas, many times coming to a complete stop to wait for guests to move out of the way. We also had two areas of steps to contend with. Our bar setup consists of hundreds of pounds of equipment and supplies which are loaded on carts. Normally,if we encounter steps, we bridge them with ramps. Unfortunately, due to safety concerns,we were unable to utilize our ramps since guests were onsite. Product had to be unloaded and moved by hand. This slowed setup and was a complete back breaker for the bartenders.
  
  Then, they set up the wedding ceremony location outside adjoining the reception room. There was no way to avoid this area as it was directly between where we were unloading and where we needed to enter the reception hall. Understandably, we were asked to stop working prior to the ceremony starting so they could get guests settled and in their seats. We were not able to resume setup until after the ceremony ended, which caused an additional 40 minute delay, at which time all the guests were again in our pathway and now throughout the reception room as well.
  
  The client paid for two bartenders, which she received. I accompanied them, only to drive, as it was almost 3 hours from our office. I didnt intend on bartending, or helping with setup, as I had major surgery on my left arm the week prior. I did, however,help with both as best I could because of the situation we were put in. As soon everything was unloaded at the bar, I started drink service myself while the bartenders returned all the empty crates etc to the trailer. I didnt want the guests to have to wait until they were done. Guests rushed to the bar all at once and to move thru the line as quickly as possible, I served mostly beer and wine with a few cocktails in between. The bartenders then took over with full bar service. I primarily stayed out of sight for the rest of bar service,jumping in a couple times while one of the bartenders was on break. I certainly wasnt hiding from doing work.  The bar paused service twice during the reception. Once when the wedding party was introduced and again during the toasts speech. This is customary so guests remain seated, focused on the wedding couple and there are no noise distractions.
  
  As for any lines during the evening our speed of service was excellent. There will always be a linewhen a rush of people go to the bar all at once. Some examples: When the bar opens, right before or after the toast, after a popular line dance ends, etc. Sometimes there will just appear to be a line, when its just guests congregating around the bar.
  
  While setting up the bar, a tip jar was placed on top, which is customary. Someone, I believe it was a bridesmaid and venue staff member, approached me and stated there wasnt supposed to be a tip jar out. I took the tip jar down and told them I dont remember them paying for that both my phone and the pull sheet are in the truck Ill check as soon as I can get out there.  The next, and only other time it was mentioned, was when the bridesmaid came back and showed me a copy of the clients bill on her phone. This was an honest mistake. We were frantically trying to work around all the changes and obstacles put in our way and didnt yet have the chance to double check everything on the jobs pull sheet yet.
  
  The client paid for a signature cocktail we actually provided three. The 2 extra cocktails, as well as a custom menu, at no additional charge. I also upgraded her gin for the brides drink, which would have been $180, at no change. Initially, the old fashioned was not smoked. Because of time constraints we hadnt yet set up the smoker but it was available shortly into service. Apparently, there was some confusion with the brides drink. If a guest ordered the brides drink or an empress dirty ******* the cocktail is made with empress ***, grenadine and sprite. If they simply ordered a dirty ******* that is made with vodka, grenadine and sprite. The third, ****** cocktail, was bourbon peach tea. This was available all evening and the guests drank nearly 4 gallons of it.
  
  Things get moved around on the bar top by guests as they are gathering and ordering. Im sure the signature cocktail sign was tipped off its tripod base, probably more than once and its very possible myself, or one of the bartenders, ask a guest who was standing right in front of it . To put it back into place.
  
  All in all, I believe my crew did an outstanding job especially given the obstacles that were put in their way.They certainly provided the service we were contracted for and went above and beyond to overcome the changes and challenges made by and on behalf of the client.I would think the client grateful for all the extra effort made on her behalf instead of lashing out with slanderous remarks.

• Initial Complaint

  Date:07/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My class reunion committee, booked beck and call bartenders, to service our upcoming class reunion on September 26,2023. We were told by Christina ***** that we could break up the total amount due of $2498.45 into multiple payments. We send an initial deposit of $400 on 3/17/2023, on 3/26/23 a payment of $425, and on 6/20/23 $425. Unfortunately, we had to cancel our reunion and notified Christina ***** concerning our cancellation. In response she canceled our contract in her files. We asked for a refund since no service was provided and she will not return contact. We don’t have $1,250 to just give away.

  Business Response

  Date: 08/10/2023

  Because this client was unable to meet the financial obligations under the contract, we divided their payments into smaller amounts and extended additional time. Client breached the contract by not making payment in the time allotted - even though we extended the due date for them. Instead, they cancellated their contract several days after the due date. We voided their contract as requested and released them from their remaining financial obligation. Client has provided you with a copy of the email we sent them at that time.

  Further, the deposit amount is non-refundable as per the contract. So, even if they hadn't breached the contact and completed their second payment on time - the deposit amount would still be non-refundable.

  Great customer service and providing an amazing guest experience is extremely important to us. We also have a company to run with overhead and staffing obligations to be met. Keeping our Calander filled with bookings enables us to do that. We book dates, many times years in advance. Once a date is booked it is closed out and further inquiries are turned away. Unfortunately, when a client cancels a date, it can be extremely difficult, many times near impossible to fill the void - especially if it's within a 90-day window.  This is why the deposit is non-refundable. This is clearly stated in the contract which the client reviewed and signed ... and even asked for a separate pdf of it to be emailed to them.

  This client has taken to attack us on social media with negative reviews, simply unacceptable behavior and unfortunate that they feel the need to retaliate when no wrong was done.  We have an exceptional reputation - it saddens me to have it soiled by a client that's upset by something of their own doing.