ComplaintsforMellwood Arts & Entertainment Center

• Initial Complaint

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 2-3-24 we used Mellwood Arts Studio as our venue for our wedding. During the reception in the Van Goh Room we experienced multiple mice during the reception. During which multiple guesses came to report the issue. They also were found to be eating desserts stored under the dessert table. Which had to be thrown away due to then food safety issues. Several other issues such as cleanliness of dressing rooms, what is believed to be puke on a chair in the bridal suite, kitchen refrigerator not working, and freezer cleanliness. After speaking with site management it was agreed upon for a refund of 1000 to cover the wasted food and embarrassment caused by the situation. After 2 weeks of waiting and no refund we contacted site management again. During which Mellwood management expressed they would only be refunding 700 dollars. And that we had not agreed on 1000 but only said they would "work" for trying to get 1000.

  Business response

  04/04/2024

  Dear **** - 

  As previously explained, there was a condemned property at the end of our block that was torn down. As the temperatures dropped, the mice ran to find warmth. Unfortunately, they decided to go into one of our event rooms. The event room that you rented. This was out of our control, as this has never been an issue. We are also very proactive in keeping pests away from our property. We take pride in our high standards of cleanliness and maintenance of our buildings. 

  Sadly, on the same day the cooler in your room malfunctioned. We tried to get it fixed, but there simply was not enough time. We remedied the situation, by offering other places to store your cold goods.

  As for the deep freezer, we purchased another freezer, as it had rusted in the bottom. I understand it may not look great, but it poses no hazard, as the cooler is meant for storing bagged ice - thanks for your help in identifying this issue.

  I cannot speak on the chair or the restroom, as none of these items were pointed out during the many check-ins that my staff provided during the day. Therefore, I'm not sure if those items were present before your event or not. 

  Finally, I tried my best to resolve the issue with a $1000 refund. However, I'm not the owner and I was authorized to refund the generous amount of 10% of the total amount that you paid to rent the space, which you denied.

  I apologize about the refrigeration and mice issue, but it was simply out of our hands, and we made every effort to remedy and apologize for the situation while it was happening. 

  Thank you for your understanding. 

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