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:04/27/2023

  Type:Product 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.

  I am writing to address poor service and breach of agreements upon terms for which I was promised by Chug A Lug Pub and Grill, in ********, ******** on Saturday, April 15, 2023. I reserved half the rooftop with seating for 100 people. I was told that I would have 5 servers, due to the possibility that my party might overcrowd the bar area. On the day of my event I had no servers, until repeated requests were made, wherein 1 woman was put in the position to accommodate my entire party. Additionally, instead of the 100-person seating I paid for, I received a total of 68 seats to be exact, with prior knowledge that seating for 16 people would be taken away to accommodate the 360 photobooth. I was also told that my guests would be served family style. Instead, however, there was an extensively long buffet area for guests to service themselves, which further took away from my seating and the rooftop view. The food was also served lukewarm. Guests were asked to arrive at 7:00 p.m. and food was to be served at 8:15 p.m. However, up to 2 hours after arriving, my guests sat with no food until 9:00 p.m. In addition, the Bottomless Beverage Package I purchased was not honored, which I was compensated for that night. The 8:15 time was to accommodate my brother who was the guest of honor. Music and photography preparations were made without the expectation that he would be searched and allowed to come upstairs. However, after personally selecting this establishment for his 50th birthday, and paying thousands of dollars for the exclusive rooftop experience, he was made to stand in the long line with the other guests, which delayed his entrance significantly. I have attempted to resolve these issues with the establishment. Yet, despite my repeated attempts, I have not received a reply from anyone regarding my concerns. It is also my hope that no one else has to experience the poor service and experience that I had when choosing Chug A Lug Pub and Grill for a major event.

  Business Response

  Date: 05/08/2023

  Good Afternoon , Im replying back in regards of ************** complaint with Chug a Lug Bar & Grill. 
  Her reservations were set for the rooftop weather permitting which was bad weather so her party was accommodated for more than half of the basement for her party . We allow a hour before the party to set up any type of decorations, she came 7 hrs before her party to set up & we allowed her that. She also bought in a photo booth which took up space which wasnt on contract we allowed & had to shut down our pool area which in our end lost revenue just to accommodate her. The food she ordered was a buffet style , which in that meaning we bring out the food & they serve themselves, if they wanted to order food off the menu then a server brings out food to the table. We take security seriously to enhance the  safety for the patrons & staff , the security check and pat down everyone that comes into the building . Im sorry you felt your experience wasnt to your standards, but we did everything to accommodate you that evening 

  Sincerely, ****** (GM) 

   

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 19977532
  
  I am rejecting this response because:

  I am rejecting this response because: The claim that I was allowed in 7 hours before my event are untrue.  Attached is a zip file with screenshots of text message exchanges with *******, the person I booked the party through.  I was informed I would only be allowed in up to one hour early, which I honored.  The claim that the party was held in the basement due to inclement weather is also untrue.  The pictures attached will show the party was held outside with daylight well into the night.  Due to the size of my party I was told I would have 5 servers by ******, a person I spoke to when I went to see the venue.  This would cut down on going to the bar and ordering drinks as well as accommodating the unlimited beverage package that was purchased.  The unlimited beverage package was to include soda, having only a tab on alcoholic beverages. We had no servers and my guests had to go to the rooftop bar in order to place their alcoholic beverage order.  In addition, guests wanting soda were not allowed to place an order at the bar, they were told to go downstairs to order and they had to pay for it. I was made aware that there would ********** for 16 people taken out to accommodate the photo booth, which meant I should have had seating for about 84 people. I agreed to this setup.  However, I did not agree to the buffet style service.  I was told that it would be family style.  After my event and speaking with ******* in an effort to reconcile my discrepancies from that evening, he did make me aware that the buffet setup took away seating space.  This resulted in some of my guests being forced to stand up and eat, turning 4 tops to 5 and 6 tops.

  
  

  Sincerely,

  
  

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  Sincerely,
  
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