Complaints

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• Initial Complaint

  Date:12/11/2023

  Type:Order 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.

  Claim: Breach of Contract This complaint is against Dallas Oasis, the General Manager, and the Lead Event Host. The General Manager's decisions and acts are in breach of contract for arbitrarily deciding that my contract is "no longer active" when 1) an event never occurred on Dallas Oasis premises, and 2) the conclusion of our event contract was never triggered through either a) a refund, or b) return of the security deposit ($750). Today, the General Manager has stopped corresponding to our wedding coordinator and myself. Backstory: A. D.O. Postpones --> B. We Postpone --> C. Negotiate New Date --> ********* of Contract A: My wife and I had a wedding reception date for Sun., May 16, 2021, (party of 200). When Dallas Oasis was unable to complete construction of their new venue, we were offered in Feb. (3 mos. pre-event) to either take a full refund or opt for a no-cost postponement of our event date. We chose to trust Dallas Oasis and switch to Sat., Jun 11, 2022, (party of 300) and agreed to a cost increase.B: On May 2, 2022, my mother died when struck by a motorist during her daily morning walk. Our wedding planner came to the funeral and then asked our Event Host to postpone our event. Dallas Oasis sympathized with our loss and waived the contract rules to offer a free postponement.C: Under stress, I proposed to switch our date to Sun., Sept. 11, 2022, but when the new contract was drafted, I could not sign. The Event Host demanded selection of a new date before then. I asked to pick any date in **** so we would not block dates until we could decide. The date passed without an agreement and the Event Host stopped responding. In Spring of 2023, our wedding planner reached out with options, but the General Manager ordered a decision be made within 5 business days. D: Aug-Oct 2023, I tried direct discussion with the General Manager and was finally told that there was nothing to offer as the contract was "no longer active" and ~$14,000 was gone.

  Business Response

  Date: 12/11/2023

  Per the couple's contract, no refund or compensation was/is due. The client willingly chose to cancel their date. The Dallas Oasis on separate occasions offered ***** to try and work with the couple due to their situation but the couple did not respond or was not willing to work within the parameters of what was offered. We tried many times even though we were not contractually obligated to do so. Contract and email communication is attached of reference.

  Customer Answer

  Date: 12/11/2023

  I am rejecting this response because:   there is no specification in the contract that postponements need to be decided within 5 business days.

  As will be seen from the emails uploaded, both our wedding planner and myself had last messages requesting for a meeting or conversation this year. Both of these email chains ended with outreach from our side and silence from Dallas Oasis. To make matters worse, the timeframe when our wedding planner was communicating our needs from the venue in terms of dates coincides with the passing of my wife's father. The same compassion and consideration was not expressed to her. At least half of the claims and statements made by Dallas Oasis in the email chain either contain misleading statements (i.e. third postponement) or explicitly false language (i.e. unable to finalize details due to the couple's responses or lack thereof.) Ultimately, I want to clarify that my request to have a **** date entered as a place holder in the Brite Venue software was never addressed as the option would remove us from blocking any dates until we had clarity on when we could reschedule the wedding reception or if we would need to repurpose the theme of the event for any other family function. Dallas Oasis prioritized the functionality of their software system over the needs of my family following the death of my mother. When I offered a way to remove the software system from our ability to arrive at a new decision, it was a lack of response on their end that deteriorated into full breach of contract per section 6. For this reason, I am requesting a full refund given that full payment is in their possession, no date has been agreed to by their arbitrary black out of available options on their part, and unilateral determination of cancellation was claimed on their part as a consequence of not responding in 5 business days.

  Business Response

  Date: 12/11/2023

  The client, per the emails, willingly chose not to host their event on the contracted date. Per the contract, Dallas Oasis is ONLY obligated to honor the contracted date. Please see below for the cancellation policy listed in their contract:

  "14 Days or less notice: If renter cancels contract with less than 14 days notice, the renter forfeits the full amount paid, and only the $750 damage deposit will be returned. 
  In the event of a cancellation, renter shall also be liable to owner for any legal fees, court costs, and other expenses associated with collection of the Rental Fee.
  Postponement Policy: ?
  With 12 months or more notice, the date can be changed to any other available date for a $1,200.00 fee plus the difference in price if changing to a higher value day. 
  With less than 12 months, refer to the standard cancellation policy."

  The date was willingly cancelled which results in a loss of all funds paid. Again, Dallas Oasis was not obligated to offer free postponement (on two separate occasions) but did as we were trying to work with the couple during their time. We are sorry it did not work out but as you can see in the email communication we did very much try and extended help that we have never offered to any other couple. 

  Customer Answer

  Date: 12/12/2023

  I am rejecting this response because:   you have conveniently neglected to address the facts I am raising and your claims below are not truthful

  1) Sept. 11, 2022 was a strong candidate date for postponement that never became official. The "updated" contract that you uploaded clearly shows that I neither signed nor initialed next to the specific terms of the proposed date. I clearly explained why I could not go forward with the date as a viable postponement as it would be viewed as disrespectful to everyone grieving my mother's death within our family. You may wish to revisit the attached email correspondence with the Event Host for clarity on how I articulated this. As I stated previously, the offer for postponement came with demands to pick a date ASAP and that began exactly one week from the day my mother died as a pedestrian when struck by an SUV during her morning walk. This treatment persisted in August 2022 and the requirements of a software program were treated as a greater priority than our family's challenge to schedule a wedding reception following the death of the groom's mother.

  2) Your quotation of contract terms for cancellation within 14 days of the event have no relevance to the realities of my case because, a) the correspondence, regarding later postponement into 2023, between our wedding planner and your event host came ~50 days prior to Sept. 11 in an email dated Sunday, July 24, 2022, and b) I wrote the last message to our event host (Sept. 8, 2022) who failed to respond thereafter. The sum of these two facts show that an active correspondence was ended by the event host and that any change from the idea of an event on Sept. 11, 2022 was initiated well before any possible interpretation of a 14 day window. As stated above, Sept. 11 itself was never established contractually, and I am once again restating that the stoppage of communication came from Dallas Oasis by the event host in September. If this is when the event host left Dallas Oasis, than it is neglect of the organization to reassign clients to available event hosts.

  3) Your claim that the clients decided to cancel is completely false. I was ignored in September 2022, then our wedding planner was given the cold shoulder in April 2023 (incl. a third instance of imposing a rapid deadline to respond when my wife's father passed away), and I have once again been neglected in Oct. 2023. Of special note here is that the General Manager informs our wedding planner that we have to respond within 5 business days (Apr. 12, 2023) or else Dallas Oasis will consider the contract cancelled. The General Manager dictated this on Wed., Apr. 5th to the wedding planner instead of to my wife and I (the clients of Dallas Oasis). On Monday, Apr. 10th (the third business day), I was on a flight to my wife in ********** to announce that her father had passed away, and she was on a flight to ******** the next morning. The status of cancellation was UNILATERALLY assigned by the General Manager of Dallas Oasis, and this was not expressed as the decision, much less the desire, of the clients.
  
  To properly conclude this case, you would either need to 1) claim that you no longer wish to provide us your services and process your least punitive version of a cancellation to the contract, or 2) honor your word to properly postpone our June 11, 2022 date into **** or beyond (i.e., Oct. 2, ****). This is because we never arrived at an officially new and enforceable event date following the June 11, 2022 event contract, and that is the point of postponement where you kindly offered a change of date at no cost. If you are opting to ignore the structure of your event contract and the facts above which negate your claims of cancellation initiated by your clients, then I am not aware of other options for unbiased or non-negligent treatment apart from bringing forward a case to small claims court citing breach of contact and requesting a full refund. Please offer a path to proper resolution as I have suggested here or an equivalent offer as a refund or replacement. This may be an appropriate time to schedule the meeting I had requested on Oct. 9, 2023.

• Initial Complaint

  Date:03/30/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 got married at the Dallas Oasis on May 30, 2022. That day was actually a Dallas Oasis manufactured nightmare. The weather forecasts predicted an unbearable heat index for that day. Since we had planned to have our cocktail hour on the grounds outside, we thought it would be prudent to invest in a few canopy tents and evaporation coolers. The vendor was informed that stakes couldn't be driven into the ground, so the tents would have to be anchored by water barrels. ***** (of Dallas Oasis) assured ** that water hoses would be provided and set up prior to the vendor's arrival. They were not!!! It took over an hour the get the hoses set up for the vendor. We purchased a stage to say our vows on. We weren't informed until the day of the wedding that they didn't have the proper steps to get up on the stage. Their maintenance staff had to fashion makeshift steps that were actually a safety hazard. The best man had to help me get my wife down the steps after we said our vows. Finally, our contract included bartenders to serve drinks during our cocktail hour. They were NOT there. I have been asking for a refund (for the bartenders) since we got back from our honeymoon in June 2022. They kept telling me that they would get back to me on the matter. Finally about a week ago, one of their representatives told me that the bartenders had actually been provided for our event and if we disputed that, WE would have to prove that they weren't there. That's not a problem since we hired professional photographers and a videographer. It just irks me that knowing they failed to provide a service, they would attempt to make it OUR responsibility to prove the bartenders weren't there. Even if they WERE there, they DID NOT provide the service that we paid them for. Hopefully we can get them to take accountability here and give ** the refund that has been long overdue. That person as of yet still has NOT gotten back to ** to resolve this issue.