Complaints

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• Initial Complaint

  Date:05/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 07/11/2023 I issued check #***** for the $1400 deposit to reserve the venue for our 5/18/2024 school prom. We have held our prom at this venue in 2019, 2022 and 2023 with no issue. However, this year we were notified in January 2024 that someone else received our 5/18/24 slot and we needed to choose another date. None of the available dates worked for our school and we were forced to find another venue with little notice.
  
  Both our prom sponsor and I have tried to make contact to have our deposit refunded. Our phone calls have not been returned. My emails have not been returned. I even submitted an online form through their website to be contacted, to no avail.

  Business Response

  Date: 06/05/2024

  Dear ***** *******

  I spoke to you on the phone this morning asking for help as to how to respond to this complaint as I have never had one in the past and was not familiar with the process. I was instructed by you to send my response via email. This email is my response.
  

  Last year a contract was signed and a deposit was made to hold a prom on May 18th, 2024 at my venue. However, a conversation was held (over the phone) with one of the three school representatives planning the prom and there was a discussion to change the date to May 11th. I agreed to move the date because we had worked with this school for several years and I wanted to help them.
  

  In a future conversation with the principal, she indicated she did not approve the change and wanted me to honor the contract that stated the original date. However, by this time I booked the original date for another client.
  

  I had a couple of conversations with the person who was involved with the May 11th discussion. She remembered the phone conversation and that the May 11th date was discussed. I had another discussion with two of the prom planners as well as a few conversations with the principal. I offered to go to the school to meet with all involved to try to get a better understanding of how the misunderstanding happened and to see if it could be resolved. They declined that meeting, however, we did have a phone call with all parties involved. I told them that all though I could not give them the May 18th date, due to the sincere misunderstanding that had occurred, and the fact that they were a repeat customer I would in fact give them a refund. I should not have changed the date without redoing the contract. I was trying to be accommodating.
  

  My intention was to wait until after they had their prom to see if they were happy with that Venue or if they would be returning to mine. If they were, going to return to my venue I was simply going to offer them to use that for the deposit for the 2025 prom. It seemed like an easier option then for me to return the money and then them turn around and pay it again.
  

  I did call them on May 20th (the Monday after their prom) to offer that to them. They told me they just wanted to get their refund. I told them I would issue the check and mail it to them on June 1st.
  

   

  It was mentioned that I did not respond to an email or a phone call. I did not think it was necessary to respond to yet another person as I has already told the principal and the two others who planned the prom I would issue the refund and I apologized for the misunderstanding and hoped they would return in the future.

  Again, when I called on Monday May 20th, I was not allowed to speak to the principal and this representative of the school agreed to our plan to resolve. In the future, I will only be speaking to one representative from the school to avoid errors in communication.
  

  The school involved has always been a pleasure to work with and I hope they will return for future events.
  

   

  Feel free to call with any questions or concerns.

   

  **** *****
  
  
  

  ***** *****

   

  ************

   

   

  Customer Answer

  Date: 06/05/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******** 

  
  

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