Complaints

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• Initial Complaint

  Date:03/18/2024

  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.

  Date 03/03/2024 125.00 deposit paid.Text 03/04/2024 then again on 03/05/2024. Text 03/05/2024 to inquire about refund of deposit.I was told that my refund wad non refundable. I reminded the owners that they told me when I toured the I would get my deopsit back st the end of the night.This is where the confusion started the deposit is either non refundable or refundable I also never signed the contract to solitify the venue whic I brought to the owners attention ,who told me because I sent the deposit that I agreed to terms but that is not what her invoice/contract reads.The business practice of this venue are not above board to say the least.I paid deposit and had to cancel with in 24 to 48 at the very least half the deposit back if not the whole deposit.The event was scheduled for 05/18/2024 at the venue I valled to cancel 03/04/2024 whec gave them ample time to rebook the venue.I have submitted screen shots of text messages where she sent me copies of two different invoices one says you have to sign the other states that by sending in deposit it solitifies the venue which makes no sense how can you agree to terms if you have not read invoice.Also it appears that the terms on website are different then invoice

  Business Response

  Date: 03/20/2024

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

  To whom it
  may concern,

  This
  letter is in response to the complaint made by Ms. Robin ******** regarding the
  cancellation fee associated with her booking at Top Tier Venues and the
  non-refundable cancellation deposit she submitted to Top Tier Venues on
  February 24, 2024.

  As
  outlined in the policy provided for Ms. ********, the deposit was clearly
  designated as non-refundable, with specific criteria for its return after the
  event. Additionally,
  the policy states that in the event of cancellation, the deposit would not be
  refunded.  In addition, we did offer Ms. ******** another day, without requiring an additional deposit. Which is typically
  not an option we offer when a client cancels with us.  However, we did give her that option, since
  we do understand that situations may arise at times.  In which, she rudely declined.  Ms.
  ******** proceeded to cancel her event via text message (see attached) on
  February 26, 2024. Despite being informed of the non-refundable nature of the
  deposit and the option to reschedule without providing an additional deposit,
  she still chose not to pursue an alternate date. As a result, her invoice was
  canceled, and Ms. ******** was informed that her deposit would not be returned as per
  the policy. 

  It is
  important to emphasize that our policies were clearly communicated to Ms.
  ******** on multiple occasions, both in writing and verbally. She acknowledged
  her understanding of the policies, which is why she sent the deposit. 

  My
  question to Ms. ******** is “if you weren’t in agreement with our cancellation
  policies” why would you send the deposit??? We require a NON-Refundable deposit
  from all our clients, to secure their booking and to ensure that no one else can book that date and time.
  For Ms. ******** nothing was done differently. 
  She sent the deposit to secure a date and time. Ms. ********
  was also informed on numerous occasions through text messages exchanged with my
  co-owner about the cancellation policy. So she was very much aware of our
  cancelation agreement policy. Otherwise, Ms. ******** could have easily declined
  and not sent a deposit. 

  At Top
  Tier Venues, we strive to maintain open communication and transparency with our
  clients, ensuring that they are aware of and understand our policies. While we
  regret any inconvenience caused, we must uphold our policies consistently for
  all customers.

  We
  appreciate the support and respect of every individual who chooses to book our
  venue, and we remain committed to providing exceptional service while upholding
  the terms and conditions agreed upon by both parties.  If you would like to see our cancelation policies and terms of agreement.  Please let me know and will be happy to forward them over to you.

  Thank you
  for your attention to this matter.  If
  you should have any questions.  We can be
  reached at ***** *********

  Sincerely,
  Kay
  S****** & Shawnea H*******
  Top Tier
  Venues