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:04/18/2023

  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.

  My wife and I put a deposit down June 7, 2022, in the amount of 2000 for the venue. Within 2 weeks we contacted our sales person, ******, and advised that we were no longer interested in having our wedding at the venue. She advised us if the venue was rebooked for our wedding date, June 2, 2023 we would receive our deposit back. I recently discovered the venue did rebook our date. They are refusing to give us our deposit back and of course, ****** no longer works there. The venue said the new party is not of equal or greater value to our party. However, we never advised the venue of how large our party was. Additionally, when i asked to see a copy of our contract to show our party size vs. the rebooked party size, the venue stopped answering. I have sent numerous emails and made several phone calls in order to get this situated. They rebooked our date, refuse to give us any additional details, and are refusing to let us know about the party size. I have a contract signed that if a new party books our date of June 2, 2023, we would receive a refund. When I initially called, i was met with an aggressive and rude manager that refused to let me speak. This is beside the point.

  Business Response

  Date: 05/11/2023

  We appreciate the opportunity to address concerns and provide clarity on the situation.

  After reviewing the details of ******************** contract and the circumstances surrounding the rebooking of his date, it is clear that our policy does not allow for a refund of the deposit. The terms of the contract specified a minimum guest count of 100 people at a set rate of $185 per person, resulting in a total event cost of $18,500. The new client's event has a minimum guest count of 75 people at a set rate of $65 per person, resulting in a total event cost of $4,875. As such, the new event does not meet the criteria of "equal or greater value" as outlined in ******************** contract.

  Additionally, we have reviewed the email correspondence and the ******** paper sent on July 12th, 2022, formally releasing the date for the venue. The paper clearly states that if the date is rebooked at equal or greater value to the contracted total, he would receive a refund of $2,000, otherwise any previously paid deposits up to that point are non-refundable.

  We apologize for any confusion or miscommunication that may have occurred during the interactions with our staff. However, based on the information available and our policy, we are not able to provide a refund of the deposit.

  Customer Answer

  Date: 05/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  We never provided a final number. Additionally, we were told that 100 person is the minimum for booking at your venue. Why was that other party able to book at a lower number? Were we not provided with accurate information when visiting your venue? Seems as if your company was not able to rebook the date or you're not providing accurate details about the rebooked date. Did the venue purposefully book a lower number in order to keep our deposit? Or were we not provided with accurate information while visiting? Was the minimum actually 100? Additionally, id like to see paperwork providing your claim of the new contract. Arts has not been too honest lately, its hard to take your word for it. 

  Regards,
  
  ***************************