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:12/04/2024

  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.

  On 9/9/24, I placed a $3000 reservation deposit to Red Star Barn LLC for a wedding venue rental. Since then, I have to date received no receipt, confirmation, or rental contract/agreement of any kind. $3000 was one half of the $6,000 fee to rent the venue. On 11/19/24, due to family member illnesses, I inquired about cancelling our reservation and getting my deposit back. I was told "All fees paid to date are non-refundable." I disputed this and stated that at this time it is more than 7 months out from our rental date which should allow for ample time for them to re-book, as well as the fact that I was never made aware of any cancelation policies. I was told that on the website there is a footer at the bottom clearly stating this policy; however, at the time of booking this disclaimer did not exist. I have proof from screenshots and website pictures taken at the time of booking to support this. I am also certain that after my initial request for a refund that this disclaimer was added to their website that very day. I have explained my concerns and our situation with the venue manager, and she has told me that she would relay the information to the owners and is waiting for their response whether or not to issue a refund. On 11/21/24 I asked the manager for a response from the owners by the end of the day, Friday, 11/22/24. She acknowledged but I have not heard anything since. I believe this business' practices are unfair and unethical toward myself and any other future consumers. I paid over the phone, with my **** and at no time was any information mentioned about a cancellation policy.

  Business Response

  Date: 12/04/2024

  Please see owner's reply to the booking client below and sent to *. ******:  Mon, Nov 25, 2024 at 10:38?AM

  Dear ********,

  First, let me say how deeply sorry I am to hear about the challenges your family is facing. I can only imagine how difficult this must be, and my thoughts are with you during this time.
  Regarding your request for a refund of the deposit, I want to take a moment to explain our policy. When we receive deposits, they are immediately reinvested into ensuring Red Star Barn remains a beautiful and well-maintained venue for all our clients. This practice helps us prepare for upcoming seasons, and as such, the deposits are non-refundable as outlined in our agreement.
  That being said, I truly want to help in any way I can. While Im unable to issue a refund, Id like to offer the option of rescheduling your event to an alternate date at no additional charge. This way, youll have the flexibility to choose a time that works better for your familys circumstances.
  Please let ***** know how youd like to proceed, I wish there was more we could do for your family in this difficult time. 
  Warm regards,
  ********* Small
  Red Star Barn