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:08/31/2022

  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.

  Date of transaction: 8/26-8/27 Amount paid: $4,000.00 ******** Services not rendered, refund requested and acknowledged but not responding to when or how it will be received by.I began working with ***************************** and *************************** in 2/22 in order to design, coordinate and rehearse for my wedding day. The evening before ******** reached out and advised of family emergency but she would still be able to come from Richmond to decorate, coordinate day of and rehearsal dinner. However, after attempting to check in there was no response until a person from my bridal party contacted her. She advised she was looking for a back up and would call back. She did not call. We had to reach out to her again and actually tried to coordinate in order to gather the decorations so that my bridal party and family can decorate the night before the wedding. She confirmed she will refund my money and kept saying they are locked in storage and wouldnt provide where. Nevertheless, ******** did not come the night before or day of wedding in order to provide services promised. However she did receive full payment in which I have been contacting while on honeymoon to refund back but there has been no response. This is the most unprofessional and inconsiderate person I ever worked with. I will not be referring the services and would like my $4,000.00 returned.

  Business Response

  Date: 09/08/2022

  Due to a family emergency services were not able to be provided.  The client has been fully refunded for the total amount paid of $3,872.00.  An email has been sent to the client advising of the refund status.

  Customer Answer

  Date: 09/14/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  The additional charges cannot go back to original method of payment because these are additional charges. 
  I am asking for a check so that I can deposit into my account to pay back the cards accordingly. 
  
  Holiday Inn Express Suites 
  $277.85 per night 
  Equals $555.70 
  
  We had to use three different companies to get the event completed in a short period of time. 
  Throne chairs and stage decorations $700
  Two ceremonies and reception 
  $3500 
  
  We are not requesting just the amount of money We paid you to help us bring our day together. It took months of coordination and team work to get the vision completed. We are asking for reimbursement for the inconvenience with no communication when trying to coordinate the event with less than 12 hours before the event. At 4pm that day she told me everything will be fine and at 8pm that night she told me she is trying to work everything out, giving us the impression she would still be there even after I asked her to just let me know so that I can start my own arrangements . After continuous texts with no response and her reading the text messages and not responding we had less than 10 hours to try and make things work with everyone closed overnight we had to start trying to get things together at 8 AM August 27, 2022. This caused so much anxiety stress disappointment no sleep on the day of our wedding. We trust it in this company after months over months planning to make this day complete.
  
  We reached out to ******** owner of Pure Phoenix Events  08/11/2022 letting her know we are starting to have a concern because her communication started to change. 
  ******** always told us that she has a team and a total of 5 people would be there to assist that day. As time goes on we were notified that half of the team was out of town or was not available to assist the day of the wedding. I have been in contact with this company since November 2021 with the set date of the ****************** to the day of the event I continued to keep contact. The agreement was to have the team in ********** ******** by 5:30pm. We spoke 10am everything was on track on 08/26/22. 
  At 3:14pm I received a message about her father but advised she would just be late getting in. At 6:38pm no response moving forward. She advised a friend of mine that she had the uhaul and a family that it was at, but never would give addresses . We reached out to members of her team and they informed us they were not working . Never was this communicated . There was no one in place when this was a wedding over 200 guest that needed more than one person to handle.
  The business has not refunded the money and also there are additional funds needed for the hotel room booked. The room was booked in hope to have a wedding planner but we were not able to be refunded. The total additional amount I am asking for is $4,755.70.
  
  Regards,
  
  ***********************