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Business Profile

Wedding Venue

The Villa at Cielo Vista

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wedding Venue.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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Submit a Complaint

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.

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Complaint type

  • Initial Complaint

    Date:10/16/2023

    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.
    I had my wedding at this venue on 10/7/23. The biggest issue was that the workers were drinking my Alcoholic beverages while working. I paid a 30% service fee and it was very unprofessional that the workers were drinking alcohol that we paid for. I paid $2, 608.00 for food that the venue and I had agreed upon for 109 adults and 10 children. Children's plates were not served. The food was misrepresented. I went to a food tasting on 9/24 and the food was nothing like what was served at the wedding. The portions were very small and the food was very ***** at the wedding. I had also asked for 10 chicken b****** without sauce for the kids in which we're not served. There were people ordering ********** for their kids at my wedding because they didn't eat. I adressed these issues with the venue afterwards and they did nothing about it. Not even a partial refund. Especially that their employees were drinking on the job. There were also some airpods that went missing that mysteriously showed up when my mother in law told them that the airpods could be tracked. We were told that they threw everything away that was left, but we feel like the venue stayed with the items. This was also never investigated. I am seeing a refund for at LEAST the food and service charge. I have various witnesses and complaints about the food and the workers drinking.

    Business Response

    Date: 10/24/2023







    10/23/23
    Better Business Bureau 
    1805 *************************. Ste 100
    ******, ** 78754
    RE: Complaint ID: ********


    To whom it may concern; 

    We are writing in regard to the complaint filed against our business on Oct. 15, 2023. As outlined in the complaint there were several issues that arose from this clients event at our venue. We have outlined the concerns below. 
    Concerns: 

    Employees consuming alcohol while on duty. 
    Our venue has security cameras installed in all high traffic areas of the bar. We have reviewed the footage and didnt find the evidence to corroborate ********************' claim. However, as a business owner, the claim was very concerning, and we have elected not to rehire this contractor. 

    Service Fee: 
    This is not a hidden fee. The service charge was 25%, (not the 30% she claimed) which is in line with industry standards for event catering and venues. These and all fees are outlined in our contracts and discussed with each client prior to signing the contract and accepting payment. 

    Childrens Plates
    This client elected to not have kids meals made for the guests that were between the ages of 4 and 8 years old. Our team was never instructed that the chicken b****** made without sauce were specifically for the children. When serving buffet style at a wedding, the guest must tell the server if there is a specific dietary need. We were not given any direction to only serve un-sauced chicken breast as the kids' meal. It is impossible to know who gets a specific plate in this instance unless the guest is given a card to hand over to the server indicating that there is a dietary need. 

    Food Quality and misrepresentation of the menu:
    We host menu tastings regularly for clients. These tastings are specific to our menu and do not include any special requests. In this instance ******************** tasted a herb breaded chicken breast at the tasting. She then requested that the chef remove the breading from the meat. When making this kind of change to a menu item you have, for all intents and purposes, completely changed the meal. Breaded chicken breast is a completely different entre from un-breaded chicken. We agreed to make the change for ********************. We cannot misrepresent what was never presented. 

    Missing personal effects: 
    Our venue staff cannot be responsible for personal effects that are left over after a wedding. We do our best to make sure that these items are returned to the party post event if we happen to come across them. We have gone as far as digging through our dumpster post event to find an apple watch. The air pods that ******************** states went missing were found in our mens dressing room the day after the event. Our staff went to the venue specifically to open up so that the Mother of the Groom could search for them. See attached picture of ******************** Mother in Law holding said Airpods.
    Settlement: 

    We have been in the wedding business for 25+ years. Our goal is to make every event memorable. While we understand that ******************** is upset with the outcome of her event, we feel that the public shaming she has done to our business is more than enough compensation. Our company, our integrity as a business and our ownership have been personally attacked over social media and in various industry groups. While we believe that everyone has a right to an opinion, we do not believe that personally attacking someones age and ability to conduct business is the way these situations should be handled. 
    Complaint ID: ******** is a complete misrepresentation of the situation and I am sad to see that this has come this far. We ask that the BBB review the attached evidence and make their decision based on the facts. 



    Sincerely, 


    ***************************;
    President
    The Villa at Cielo Vista & ******************************* 


    Customer Answer

    Date: 10/25/2023

     

    Complaint: 20736510

    I am rejecting this response because:
    Please review my response in the word document attached along with screen shots. 
    Regards,

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

    Business Response

    Date: 11/06/2023

    We have mailed a formal response.

    Thank you,

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

    Business Response

    Date: 11/10/2023

    See attached.

    Customer Answer

    Date: 11/10/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Regards,

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

    Customer Answer

    Date: 12/07/2023

    Complaint: 20736510

    I am rejecting this response because:


    I have not received it. I reached out to let her know the address was wrong, but no resolution yet.


    Regards,

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

    Business Response

    Date: 12/12/2023

    Hello, 

    We sent a certified letter with her  reimbursement check to the address we had on file. We are currently working with the post office and are waiting for them to locate the check and why we haven't received it as undeliverable mail or return to sender. As soon as we get any confirmation that the check/mail is on our way back to us we can send out another check to the new address the client has just given us. They have notified us that this process may take longer because of the holiday season. I will keep you posted on any new developments.

     

    Thank you,

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

     

    Customer Answer

    Date: 12/12/2023

    Complaint: 20736510

    I am rejecting this response because I have not received a check. 

    Regards,

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

    Business Response

    Date: 12/28/2023

    Hello, 
    I'm writing in response to my December 12th reply about the US ************** attempted deliver to ******************************* old address. They have not given me any updates about a possible forwarding address that she may have provided to receive her current mail. Therefore, we have done a stop payment on the original check and reissued a new one with her current address that was only supplied to us earlier this month. 
    I'm attaching a copy of the Certified return receipt with tracking number for your reference. 
    Sincerely, 
    *******************************

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