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:08/13/2022

  Type:Service or Repair 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.

  On August 6th, my brother got married at your venue. I was a bridesmaid/wedding officiant. The bridal party arrived early with large bags of personal property. The venue coordinator (an employee) told us to leave all of our belongings in the Bridal Suite. She said everything would be safe multiple times because some people were hesitant to leave their things behind. We had to take golf carts from the bridal suite to the ceremony area, and they didn't permit us to bring our bags with us. I left my bag in the Bridal Suite as instructed. I did not pick my bag up that night. I went back for my bag the following day, and it was no-longer in the bridal suite. It was sitting inside the venue, right by the front door of the establishment. It was next to other leftover wedding decorations like framed photos and vases. The venue manager told me that her staff moved my bag by the door with everything else, and said that they aren't responsible for my personal property. I realized immediately that most of my personal belongings had been stolen from my purse because it was much less full than when I last saw my bag. I am not sure whether the theft occurred while it was in the locked room, or after an employee moved it from the locked room to an un-secure spot by the front door. The total value of my stolen items is $2041. I am missing makeup, jewelry, and clothes. The thief spent time rifling through my purse - they cherry picked what they stole based on monetary value. For example, they took my Lululemon brand shorts, but not my shirt. I filed a police report and called multiple times, but the venue hasn't responded to me or the police.I should be fully compensated by the venue for the value my missing items. The venue said my belongings would be safe, and they weren't.

  Business Response

  Date: 08/31/2022

  We have spoken to the police many times and have also met with them and  sent them video footage showing that none of our staff went into the room or touched her items other than the cleaning lady who moved it out of the room because you are not supposed to leave personal belongings overnight and all other the rest of the wedding party took theirs at the end of the night. When the cleaning lady came in she moved the bag left in the room with with the bridal stuff for the mob to pick up. this is on camera and nothing was taken out.  We do not tell guests they cannot bring bags but the bags are left in a room that has an access code lock for the bridal party.  Many members of the bridal party and guests went in and out of the room that night but because it is a room people dress we are unable to have cameras in there to see who took anything if someone did.  Our staff did not enter that room only wedding party with code.  We have also spoken to *****'s dad many times about this but we will not speak to ***** directly as she untruthfully claimed it must be our staff.  We will continue to cooperate with the police in their investigation but our contract for the event claims we are not responsible for guests of the events items or personal belongings.