Complaints

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• Initial Complaint

  Date:06/20/2023

  Type:Customer Service 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 rented Buffalo Hall in Las Vegas NM for my daughter’s sweet 16 party and made most of the arrangements via text with ******** ***** and two in person verbal interactions with ****** *****; both are co-owners of the establishment. I have the text messages confirming I would rent the entire bottom hall area for $1,500.00 on Saturday-4/29/23 from 7pm to 1am as approved by ****** *****. However, on the date of my party the hall was double booked with another party and neither owner notified me of this prior to or on the date of the party. Without being so much as consulted, ****** ***** shut down my party at 12:15am by telling my DJ the party was over and that he needed to stop his music. I paid for the hall through 1am and I also paid my DJ from 7pm-1am. On 5/12/23, I mailed a letter to Buffalo Hall in care of ******** and ****** ***** and a copy of the letter to their co-partners, ****** and ******* ******, to a separate address. In the letter I listed all of my complaints and requested a refund for half the amount ($750.00) I paid since the hall was double booked as that wasn’t part of our agreement and because my party was cut short by 30-45 minutes. Since then, I have not received a phone call, text or letter responding to my complaints. I would like help resolving my issue and help in obtaining my refund. Phone numbers for ****** ***** is *********** and ******** ***** is *************

  Business Response

  Date: 06/30/2023

  Ms. *****,
  We are in receipt of your letter and concerns of what
  transpired during your event.  First and foremost,
  we are sorry you are not satisfied with how the event went.  Here at Buffalo Hall, we strive to work with
  the public with their events and try to ensure their success.  We opened the Hall in hopes to provide
  entertainment to the public through live music and “private” events.  The Hall is an open venue and bathrooms are
  shared.  The Pit area of the restaurant
  is always used by our patrons up until 7 or 8 o’clock when the restaurant
  closes.  This brings up the issue of
  double booking.  We did not double book
  your event but had Patrons celebrating a birthday in the pit area that
  night.  We didn’t charge them for the
  space because they were eating at the restaurant and chose to sit down in that
  area.  You were aware that that
  designated area does not close until the restaurant closes and you were ok with
  that.  Approximately at 7:00-7:30 we moved
  the party to the top area and closed the gate to the bottom area for your
  event.  Again, we are an open venue and
  sometimes patrons events bleeds into a “private” event that we may have that
  evening.  Your party started and
  everything seems to be in order and your family was having a good time.  Then, I was presented with the issue of your
  cousins from Colorado not having proper ID’s accepted by our
  establishment.  Digital ID’s are not a
  New Mexico accepted form of identification. 
  We refused to continue serving your cousins from Colorado and that is
  where you started getting disgruntled. 
  Your cousins were then very belligerent and irate and were almost asked
  to leave.  I didn’t ask them to leave but
  rather diffused the situation by asking the DJ to stop the music at
  midnight.  Your event ended at midnight
  as agreed but it was evident you wanted to continue past that time because your
  party was still having fun.  My decision
  to end the event at midnight was both within what we agreed and in the best interest
  of the Hall because of how your cousins were acting and the tense environment
  they were causing. 
  You are requesting a refund for this event.  We will not be issuing a refund because we
  complied with our agreement and feel that you are disgruntled because of the ID
  situation and how we handled it. We had the right to refuse the additional time
  for music by stopping the DJ and had every right not to serve your cousins for
  not presenting proper identification.  We
  are sorry that you feel compelled to go to this extent to express your
  grievance.    
  Buffalo Hall