Complaints

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Me and my fiancé (now husband) secured a date for our at the time engagement, at the previously named Falls Event Center, changed to Elite Event Center, now owned by Golden Palace. We paid all of our balance and signed all contracts. ($2,675.00) Our engagement was suppose to be held on April 5, 2020, but covid hit for the first time. Everything got shut down, we kindly rescheduled our date to June 2020 even with the uncertainty of covid, however indoor events were still not allowed even a year after. I contracted both the event planner, owner, co-owner MULTIPLE times and never got my money back, till this day. the owner was extremely rude and stated that I can reschedule at their other venue that they made an outdoor venue in a parking lot, never did I agree to that, nor wanted it. I have all my emails and receipts still, contracts and all to prove that they are to give me money back. At such a difficult time for everyone I tried to work with this hall, however it was nearly impossible. I will be also filing a small claim against them if they refuse to give me my money back.

  Business response

  12/10/2022

  Dear BBB, 

  
  

      This complaint is related to our other venue Elite Event Venue not direct to Golden Palace.  Golden Palace administration don't all the document to submit right now. On Monday we will get all documentation related to this case from Elite Event Venue and submit it.

  As this is Covid related event problem, Our team worked in all way to help this client. Kindly  give us  2 more days till Tuesday Dec 13, 2022 to reply this issue.

  
  

  
  

  Thank you, 

  K. ****

  Business response

  12/14/2022

  Dear Miriam,

  
  

     This complaint is from Elite Event Venue, not directly from the Golden Palace client.

  Please see the attached Document related to this complaint.

  
  

  As you can see there are two files one on the date moving and the second pdf file is scan of all emails conversation with our main contact person ******* *******.

  
  

  Our team was always there to answer or help any question.

  
  

  On March 17, 2020 they requested to change the date to June 24, 2020 which we did, but when the pandemic was still there they requested to reschedule it to April 11, 2021 on Aug 2020. And Our team moved it. There were some calls from family members also, we gave our best to work with this event. I have attached all emails from the main account ******* *******.One of their family members called and asked us if they can move this event to the pre wedding function in June 2021 and they can do it in Golden Palace, a new outdoor venue. Even though they were elite event venue clients, just to help them Golden Palace said yes.  You can see the reference in emails. In March 2021 we were told that they wanted to cancel as they got another venue deal. 

  
  

  Our team was always there. Venue did all whatever we could do to help our client under that suitution, gave them time to move the date till Dec 2022, already moved for them 2 times. 

  
  

  If you need any other documents from us please let us know we will provide it. 

  Venues are the ones that suffered worst from this pandemic and are still suffering. But we always took care of our clients, 98% of our couples rescheduled their dates with us and we kept the same price for them. We didn't change it even after the pandemic, inflation was crazy. We kept the same price for our old client just to help, as we knew that pandemic was not their fault and they worked with us as they understood that pandemic was not venue fault either. Venue got shut down, but the venue had to pay property tax, P & G bills, all payments from that period of time. 

  
  

    The Elite Event Venue team did their best to help this client.

  Thank you,

  
  

  
  

  Customer response

  12/17/2022

   I am rejecting this response because:
  
  Good morning, 

  I do agree that we moved the date to April, that was also in our contract, however I, nor anyone, could expect that covid would still be around years later. it was a trying time for all of us, I do understand. that you might have lucked out on income at that time, however still did we also along with most of everyone.. Every other vendor I was working with at that time, had no problem giving me my money back, it was not a back and forth situation for now years. I also tried to do my best to change dates and it did not work out at the end of it. I feel like we have been having the same conversation for years now, and I am the only one suffering as I do not have my refund back, and you have been continuing on with your business and holding our money. At this point, I do not agree on going back and forth, as it's the same conversation with no resolution.  I reached out via BBB to see if we can resolve this outside of courts, and peacefully for both parties. If we can not, I will move forward. This is where I'm at at this point. 

  
  

  Please let me know your thoughts. 

  ******* *******. 

*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. ↩