Complaints

This profile includes complaints for Vows With Views's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Vows With Views

  Lihue, HI 96766

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  Vows With Views

  1261 N Highway 191 # A Moab, UT 84532-2046

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:02/24/2023

  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.

  As much as my daughter and now son-in-law were looking forward to getting married by Vows With Views and ********* incredible team in ******** in August 2023, plans changed drastically after sending $5800.00 worth of deposits. My husband and I gave them a lot of money to have their dream elopement and I was actively planning to fly out to be there. My daughter became pregnant after being told she may never have children due to high-risk medical issues. With this miracle, she received a doctors note stating she could not travel farther than 2 hours for the remainder of this pregnancy so we all scrambled to have a small family wedding close by. This medical letter was provider to ******* and she is refusing to return any of their deposit and refuses to even call them back. As small business owners ourselves, we were stunned to find out that ******* refuses to refund any of this money due to circumstances out of our control. We would have never sent that much money had we known there may be even a slight possibility that the trip would not work out. I agree that perhaps a small fee should be incurred as ******* has employees to pay, however, the trip was being planned 8 months out and no one has rendered any services besides a few emails and texts to account for almost $6000.00. This is unscrupulous, mean, and downright stealing. ******* also told them that this happens often which shows that she relishes other couples putting down a deposit and keeping their money as well if they cannot make other plans with her company. Nothing pains me more than giving a small business a bad review and I really hate that it has come to this, however, we have tried to no avail and she refuses to contact us to discuss.

  Business Response

  Date: 03/01/2023

  I do want to address this complaint from my perspective as it does seem mother of bride has not been made fully aware of much that was communicated between her daughter and my company regarding their cancellation of our services. The first thing I would like to address is that I do make sure each couple I have a consultation call with knows that the retainer they put down to book with is us is non refundable. I say this to them on the phone and make sure they understand that 40% will not be returned if they decide not to work with us after accepting, signing and placing their retainer fee. This policy was placed into effect after the pandemic, when I lost every booking for the entire year and nearly had to close the business I have poured all of my adulthood into. It is there and is binding to protect myself and my employees from this ever happening again. Our budget is made based on on our booking schedule.

  This policy is standard for event services across the board.

  I am human, and I do understand life happens all the time to people. This why I clearly explain to every couple on the phone before sending a quote to them that if life circumstances do change and prevent the date and location we have set for their elopement trip from happening, we are happy to accomodate the change and work with them to reschedule. We do not charge a rescheduling fee as most companies do.  

  When ****** first reached out letting me know she was pregnant and the due date was the same month of the elopement my first response was to jump on the phone and come up with a new elopement plan that would work for them. I suggested doing it after the suprise baby was born since travel was restricted for her during the pregnancy. I also even offered to fly across the country TO them since she could not come to us for the elopement.

  When I said this happens a lot, very hurtful false accusations were made towards me. What I meant when I said this happens all the time, was that life happens to people-my couples all the time and I go WAY above and beyond for them to find a new solution that will work for their new circumstances, what ever those may be. I have been doing this for nearly 10 years and this couple is the very first one who has refused to find a new solution that would work for their elopement since our original plans could not take place due to this pregnancy. 

   

  It is not my fault or any of my employees faults that their curcumstances have changed and that they have refused to work with us on finding a new solution. Instead of hoping on a call and coming up with a new plan for their elopement with our company, they have only sent hate mail. Having an elopement with us after the baby is born would have be possible. Having an elopement where they are from with us would have also been possible.  I offered both of these solutions and was totally open to discuss others. 

   

  Just like everybody else in our industry, the initial money collected is not refundable because retainers are not payments toward services. I do explain this on to the phone to them during the consultation and it is in the beginning of our contract that they agree and sign to before placing any money down.

  
  The retainer payment we collect at the time of booking is compensation for the potential loss caused by a client cancellation. It is payment for us as a company to reserve the dates requested for your elopement.
  For this reason, in the event such as this, all monies paid shall be retained by Vows with Views to offset our loss of business.
  

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 19490108
  
  I am rejecting this response because: ** services were rendered for $5800.00.  My husband and I indirectly paid for no services rendered.  It is not our fault that ******* lost all her bookings during the pandemic.  And to insult us further was to suggest they get married AFTER the baby was born.  We do not believe in this.  My daughter is married now.  It had to be quick based on our beliefs and in no way did we want her to come to us to marry them when we were here and it was a very private matter.  **thing is more negligent & unscrupulous & MEAN than stealing for no services when this couple needs that money more than you will ever know.  My daughter is in a very high-risk pregnancy and cannot travel much less will she travel out to ********************* with a newborn.  They were even told that they may not be able to have children.  I have sat in hospitals rooms and several surgeries with my daughter that have caused this high-risk pregnancy and then to be told there is no refund whatsoever?  That is STEALING regardless and this is NOT a retainer 8 months out.  Retaining for what? We were able to recoup all of our deposits from other vendors we had booked and paid deposits to because they had a heart and clearly understood their situation.  As well, this falls into the Force Majeure law. I am very disappointed and this is unfair on so many levels.  My daughter and son-in-law deserve to get a refund for a situation that is clearly out of their control whether I know the whole story or not.
  
  Sincerely,
  
  *************************