ComplaintsforCaptain Anderson's Event Center

• Initial Complaint

  08/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked Captain Anderson's Event Center to hold my wedding reception on July 21, 2023. Upon signing the contract, I had been in contact with the Marketing Manager/Event Center Manager, Chelsea *** via email and phone. She and I coordinated arrival time and other ideas to make my wedding day special. On wedding day, she and I had a conversation about my security deposit. Because my reception started later than expected, I only had an hour with my guests, so I asked if I can stay to midnight which the agreement was 11pm. Chelsea advised me that if I do that, I would not get a refund of $350. I told her no, we are ending it on time. We did just that. We said our goodbyes and she reassured me everything was good to go when I left. It has been 3 weeks and I have not received my refundable deposit. I had not heard anything from Chelsea, so I reached out via email and phone but was able to get a response via email. Chelsea responded stating my refund wasn't approved because of my decorator leaving later and other untrue things. I talked with my decorator and she told me that was not true and that she asked Chelsea if she can put her decor on the porch so they can lock the doors so it won't be an issue with my refund. Chelsea told her that was fine and she did just that. I responded to Chelsea's email and then she added additional reasons to the second email that was irrelevant to the agreement. She then copied her boss on the email to clear things up and the boss has not responded to resolve the issue since filing this complaint. I am so upset because I traveled to Panama City Beach for my wedding and paid a lot of money for their facility and now they won't refund my deposit. It really bothers me the most because I had communicated with Chelsea throughout the entire process and also they were not going to notify me that they were going to TRY to not refund me the deposit until I reached. This is so unprofessional and dissatisfying. Please help me get my deposit back.

  Business response

  08/21/2023

  Hey ********,
  Unfortunately, the $350 security deposit refund was not approved due to a breach of contract. Please refer to the agreement attached. The first page has a timeline of 10 hours total for a wedding planner rate. I'm pretty lenient when it comes to arrival for hair, makeup and decor in the morning however the midnight rule is in place because the staff have events the following day and need to have time off in between the two. With that being said, we weren't able to lock and leave the venue until 2:30am, due to your vendors still occupying the venue. After our boss checked the cameras the following day, they were still here loading the truck until almost 4am. You can refer to page 3 number 7 where it explains the midnight rule in further detail. We gave the decorator 2 hours the day before to unload, met you here at 9am the day of and stayed until 2:30am totaling almost 20 hours for an event that was only contracted for 10hrs.

  I can only upload 5 screenshots here however you can see the time stamped screenshot from my security camera, where your vendors are still packing up after 2am in the morning on the day of your event.

  2 hours Thursday (2)
  9am-2:30am Friday (17.5)

  1.) The first attachment- A screenshot of the text from your decorator on July 20th (day before) stating that she's on her way to the venue. I was not here after hours and had my maintenance guy kindly allow her in the day before to unload. 
  
  2.) The second screenshot is a text between you and me the night of the reception when you asked to stay late and I reminded you that all vendors including decor are required to be out by midnight or you would lose your security deposit. As a fair alternative, my boss made the offer for you to forfeit the security deposit for the bar to remain open till midnight in an effort for the bartenders to make some money. With the outside alcohol that was snuck in the bartenders hadn't made any money and she was trying to find a compromise. I understand you declined that offer and assumed that with the bar closing at 11pm, your vendors would be out by midnight, however, that wasn't the case. 
  The building did not lock until 2:30am. 
  
  3.) The third screenshot is an email chain between you and me, where I stated twice that you have 10 hours total on the day of your event.
  
  4.) The last attachment is your signed agreement. The first page states 10 hours total on the day of and locks at midnight. 
              page 3, #7 states that all vendors must be out and the building must lock at midnight.
  
              page 3, under safety states that no outside alcohol is allowed.
  
              lastly, page 4, explains that extra hours are available for purchase and must be pre-paid.
  
  I'm sorry that you feel we're unfairly keeping your security deposit however your vendors utilized the facility significantly over the allotted 10 hours and we have overhead to consider.

  Customer response

  08/21/2023

  
  Complaint: 20455236
  
  I am rejecting this response because:
  The allegations about outside alcohol is not true. You (Chelsea) negotiated extra hour to drop off decorations and also for makeup. If it was “negotiable” obviously the contract obligations weren’t set in stone. So I am due a refund. Also, the decorator insisted on sitting her stuff in the porch to load so you can lock up and she did just that. Please refund my $350 as I have held my part of the deal and spent thousands of dollars with you guys. There’s no reason to refuse to release my deposit.
  Sincerely,
  
  ******** **********s

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