Complaints

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• Initial Complaint

  Date:02/27/2023

  Type:Billing 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.

  I had my daughter’s 21st birthday party on Saturday, February 11,2023 at this venue and it was a complete **** ****! Yes, I tried to reach out to Wendy *** ***** before filing this complaint and there has been no communication to resolve my issue. One, I had an in person meeting to discuss the details of my expectations and I was told by Wendy not to worry “she’s going to hook it up”. Meaning she would decorate the hall to my expectations. Well need less to say, I was called two weeks before to ask me to push my party back by one hour because she misjudged the time of her first event schedule for the day. Even after invitations were sent out and rsvp’s were accepted, I did it because I wanted things to be right for the day. My vendors arrived at 8pm as instructed and the first event still was going on and my party was scheduled to begin at 9pm. The venue was trashed and I had to help clean up and set up. There was no decor except for what I brought, I’m sorry she did provide the chairs and tables. However, no balloons, marquee numbers, lighting or anything else’s that was discuss. Me and my family had to decorate and clean up from the prior event. The people that she had in place to “flip” the rooms as she would say looked exhausted and had no clue of the things she and I discussed. Never the less, we were extremely disappointed and you could never get back the moment or memories. Lastly, my party was suppose to be extended by an hour because of the push back and that didn’t happen even. I’m still waiting on a call that I’m sure I won’t receive. Lastly, she ran a special price on the venue for the month of February for $999 and I would like her to refund me $500 and honor that price as she did not uphold her end of the bargain for my event.

  Business Response

  Date: 02/28/2023

  I would like to start by apologizing for the lack of communication after your event. We did attempt to call the client Sunday, the morning after the party and did not get an answer. We did, however, fail to follow up with the client after that.  There was definitely a lot to discuss and I’m sorry that it has come to this to get a resolution. We did indeed run a $999 special for those who booked in the month of February, not prepaid events happening in February. Also, that special was specifically exclusive for Friday and Sunday events. This event did occur on a Saturday which would not have been applicable. Although, I do believe that a refund of $500 is fair and reasonable due to our mistakes in time calculations and verbal promises. The requested $500 refund on their $1,500 Black Friday Special order has already been sent to the client. They will receive the refund as soon as it is finished processing.
  That being said, here is our explanation of the events:
  We did need to push back the client’s event time, inconveniently after info was sent out for it. This was due to an internal mistake and we greatly appreciate their cooperation with our big mistake. That aside, we have a few more apologies. 
  We are working to eliminate verbal promises and ensure that everything that is desired is on the client’s invoice. We provide for such a large amount of events, that it is not at all possible to assure verbal promises are held for each client. We’re only human after all. Our system is meant to confirm each item the client requests. The client signs the contract to say “everything looks good” or “yep, that’s all”. Unfortunately, nothing the client named in their complaint was on the signed contract. After hearing recaps of the event from employees and reviewing the pictures from the event, we were able to see that everything that was on the signed contract was provided and set up. This includes tables, chairs, tablecloths, an acrylic table for the sweets, a curly willow skirt and a shot glass wall. We also provided multiple extra items to meet accommodations including a few food sternals, a champagne drink wall, cake stands, centerpieces, a lounge set [(2) hot pink chairs, a matching jumbo ottoman, a fur rug, and a Circle wall the client was able to hang their custom neon sign from]. We do apologize for chaos that may have occurred during the setup process. The vendors did show up at 8pm when the first event was being cleaned up and tables switched out. Our plans were derailed due to prioritizing the client’s current requests including the unexpected need to break down our stage and the unplanned hanging 3 life sized banners brought in by the client. Despite this, we were able to check off everything on the signed contract just after 9pm, when the DJ started and guests began arriving. Our team believed they were very accommodating and had a fairly smooth transition. Music stopped around 1:30am and there were people lingering until after 2am.  It seemed like the guests had a good time. There was quite a big mess after all the guests left. We were actually finding full uneaten chicken wings under curtains and on the employees only half of the building days after the event. It definitely did need a deep cleaning afterward. We also found that the shot glass wall that was in their package was broken during their event. Standardly, we resolve these issues with a replacement charge to the client. As far as cleanup, we ask clients to do a basic cleaning by just throwing their trash in the trash cans around the building and taking what they brought. We do not require any sweeping, mopping, or breakdown of any of our items. The party was set to begin from 9pm to 1am, which was allowed with an extra hour afterward to clear out.
  We do have a $2,500 package for our venue that includes the venue itself, (100) Black Chiavari Chairs (10) 60" round Tables for up to 100 guests, Champagne Wall, Floor Length Tablecloths, Backdrop, Up Lighting, Treat Table Setup, Bar,  (2) Marquee Numbers with 10ft Organic Balloon Garland, Happy Birthday Neon Sign, (2) 8ft Tables for food & beverage, & a decorated
  foyer. Again, I apologize for miscommunication that caused the contract and amount paid to not meet your expectations.