Complaints

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• Initial Complaint

  Date:10/12/2022

  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.

  We booked a ** through this Company for our wedding event dated on Saturday October 1, 2022. The wedding was to take place on **** ***** Island. The Island was shut down under mandatory evacuation on Wednesday 9/28/2022. The Island did not have power on the event date of 10/01. The contract with the ** states that "all reasonable efforts will be made by Graingertainment to find a replacement entertainment at the agreed upon fees. Should company be unable to procure a replacement or ** is unable to perform for any reason, Client shall receive a full refund." *********** knew ******* was under a State of Emergency due to the storm. *********** is located in the same city we live in, ********, **, which we were all without power from Wednesday when the storm hit until later in the weekend. *********** does not want to refund any money to us as they stated the ** was still able to perform, however, where would he perform when no one had power..? *********** requested we reschedule, however, our wedding venue was cancelled, so how would we reschedule. They just simply do not want to refund any money!

  Business Response

  Date: 10/13/2022

  Customer booked ** for ** Services Janaury 27th, 2022 for their wedding October 1, 2022. They asked for a specific ** for their wedding and we had him assigned for their event. Client paid their retainer to book the ** and they paid the remaining balance on September 06, 2022. On Tuesday, September 27th, 2022. Customer texted our ** and stated he will have to cancle their Saturday since their wedding venue is not able to host them anymore because of the hurricane. Our ** responded back with his condolences and told him please let us know when you would like to reschedule your wedding with us and we will be more than happy to ** it.
  
  Hurricane hit on September 29th, 2022. We still had other weddings on October 1st, 2022 and was still able to perform for our other clients weddings on October 1st, 2022. We had power, at all our weddings. We have generators as well and would've gladly came out to fulfill our contract if they didn't have power. Though client stated to our **, via text that their wedding was cancled. We did not cancle with them. ** texted back and said please let us know when you want to reschedule and we will gladly ** for you. :
  
  Our contract states:
  
  "Should Company be unable to procure a replacement or ** is unable to perform for any reason, Client shall receive a full refund, less any retainer paid, regardless of the amount. Client agrees that in all circumstances, ************** liability shall be exclusively limited to an amount equal to the performance fee, and that ************** shall not be liable for indirect or consequential damages arising from any breach of contract.
  
  
  
  All retainers are nonrefundable if the engagement is cancelled for any reason, unless the Company or ** cancels the engagement. However, if the Company or ** cancels the event due to any accidents, riots, strikes, epidemics, acts of God, or any other legitimate conditions beyond the Company or ** control, the Company shall keep the retainer.
  
  The client and Company agree that this contract is not subject to cancellation unless both parties have agreed to such cancellation in writing. In the event the Client breaches the contract, he or she shall pay the Company the full contract value. "
  
  Customer wife called us October 11th, 2022 asking for a refund. I explained how we would be more than happy to ** for her a new date, one year from the original date. ******** told us they already got married and just want to cancle and she doesn't want to do that, she wants a refund.
  See Attachment/File: 311004709_901248694595317_9170116605389996681_n