Complaints

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• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  9/23/24 transaction. Contract to provide hibachi services in the amount of $622.20. The vender and business claimed they would show up between 5-7 pm. Text evidence proves her statement of proposed arrival at 5 pm. Vender never arrived. Multiple phones calls made to the vender and they were all ignored, vender called back at 9:08 very obviously faking a bad connection claiming they were “stuck in traffic”,m. At this point they were already over 2 hours late. No contact at all for this techical 4 hour delay. This excuse was laughable because there was no traffic and the place of business was less than a 30 minutes drive. Regardless someone that is trying to run a business and provide a service should follow through and show up at the right time. Not disappearing and dodging calls till 4 hours following prosed time. Vendor refused refund with the explanation of “I’ll see you in court”. This person is a scammer and should be treated as such, we are not expecting any resolution with this but want to warn other people from making the same mistake. We will be contacting a lawyer and taking them to small claims should a resolution not be found.

  Business Response

  Date: 10/11/2024

  I am writing to formally express my deep concern regarding a recent incident that occurred during a scheduled catering event. I would like to extend my sincerest apologies to the client, as unforeseen circumstances hindered my ability to provide the full service as originally agreed upon.
  
  One day prior to the event, a severe storm/hurricane hit the area, leaving many homes, businesses, and streetlights without power. This significantly disrupted travel, turning what is typically a 30-minute commute into an extended 1 hour and 25-minute journey. Upon arriving in the area, I had no cell service due to the storm’s aftermath, which also affected the clients. Despite this, I made several attempts to contact the client but was unsuccessful.
  
  All communication during this time was conducted via phone and text messages. Unfortunately, I was met with aggressive behavior and profanity in response to my attempts to explain the situation. Recognizing that the situation had escalated and was beyond reconciliation, I offered a partial refund in good faith, taking into account that I had already spent money purchasing food for the event. This offer was rejected by someone named ******, who I later realized was not the person I had contracted with.
  
  I attempted to contact *******, who had booked the event, but she also responded with rudeness and profanity. With no further resolution possible, I ended the conversation, though I continued to receive messages from the clients via text and Instagram.
  
  I would like to emphasize that I made every effort to fulfill my obligations under extremely challenging circumstances and offered a partial refund to reflect the costs already incurred. I deeply regret the inconvenience caused, but the situation was largely out of my control due to the storm and the interactions that followed.
  
  Thank you for taking the time to review this matter. I appreciate your understanding of the difficult circumstances involved.
  
  Sincerely,
  ******* *****
  Owner and Operator, 211 West Eatery and Catering

  Customer Answer

  Date: 10/16/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  This response does not justify anything as a refund of any kind including a partial refund was not offered. I have bank statements showing a full payment of $622 and no refund has been issued to this date. The only way this will be accepted is with a refund (full or partial). We did not receive services nor was weather/traffic/power a concern as it was dealt with the day before. 
  

  The whole city had power that day. We traveled her commute the night before with no issues. On the phone when she called at 9:08 she  justified her lateness from a 5 pm scheduled event to the fact she was stuck in traffic. With her commute only being 25 minutes away in no way did it take her 4 hrs (event was scheduled at 5) to arrive. We took pictures of the property with her still not on site at 9:08. This is not truthful and therefore this should be acknowledged by the vendor.
  

  In reference to social media that was not myself or account. However ******* thought it was appropriate to taunt me by posting her cooking the food on social media at 11 pm that very night with supplies presumably purchased for our event.  I also have screenshots and video recording of this.  She took full payment for an event she did not attend and did not abide by her contract by 5 pm. She completely ignored all communication attempts and is making excuses to bypass her responsibilities. 

  Regards,

  ******* ****