ComplaintsforRock Springs Center

• Initial Complaint

  02/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My wedding was cancelled by my venue due to COVID19 and the executive order set in place. I wanted to reach out in hopes of further expressing my concerns related to a refund from *************** (********, NC) and Rock Springs Center (**********, NC). Our wedding venue was set to be at *************** with Rock Springs to be the caterer. All expenses were paid ($5,770 to ***************s and $2,230 to Rock Springs), and the wedding was to be held on April 4, 2020. On March 23, 2020, I was contacted by ****** ******* (the employee we spoke to each time when planning the wedding with Rock Springs) and was informed that due to COVID19 our wedding was no longer able to be held on April 4, 2020. Upon many emails, phone calls, and meetings, *************** and Rock Springs stand firm in their 50% refund and the remaining money going towards vouchers to their business. We have never used this venue or vender in the past and do not see a need for use of their services in the future, therefor the vouchers would be of no use to us. I believe that due to the unforeseen circumstances, and no services being rendered, a full refund less a small handling fee would be more appropriate (please see attachment). I have attached a document with more details if needed. Thanks in advance.

  Business response

  03/03/2022

  Business Response /* (1000, 5, 2022/02/17) */ To Whom It May Concern: Rock Springs and *************** did not cancel the Clients Wedding and Wedding Reception scheduled for Saturday, April 4th, 2020. It was our businesses responsibility, based on the current restrictions of Covid-19 to notify the Client that their wedding would have to be postponed to a future date. At the time, the Client understood the current unprecedented circumstances and was in agreement with rescheduling. In July, the Client spoke to our assistant general manager and expressed they did not wish to move forward with rescheduling their wedding date or any type of celebratory event. This was unfortunate news to hear, but this was their choice and we respected their decision. Our company policy states all deposits are non-refundable. However, due to the circumstances our company approved a one time refund for half of the deposits paid. In addition, the client could use the remaining deposits paid toward a future event and/or catering service (including our weekly Take & Bakes). Our company has offered the Client a flexible and fair resolution based on the circumstances. Thank you, Rock Springs & *************** Management Consumer Response /* (3000, 7, 2022/02/21) */ In regard to (*****) Rock Springs and *************** Management's response on February 17, 2022: ***** stated, in error, that in July 2020 the client no longer wished to reschedule. However, on August 6, 2020, ***** spoke with ****** (the assistant general manager) to confirm that the previously discussed substitute wedding date of August 29, 2020 would also not be possible due to the extended restrictions of COVID19 and we would wait until all parties came to an agreement on what to do moving forward. Moving forward, due to government mandates in place, the clients and ***** were unable to reschedule a date. On February 24, 2021, Executive Order #195 lifted larger gatherings to 25 and then on March 23, 2021 large gatherings were lifted to 50. Our wedding party had been cut to 60, but still unable to move forward. Since the April 4th, 2021 date would not be feasible for an anniversary celebration, there was no need for the services to be rendered. Due to the fact that no contracts were signed with ***** and that there were no actual losses for the businesses resulting from this, a refund is requested. Rock Springs was not our choice in catering, but *************** informed us that the caterer would have to be Rock Springs since it was their sister company. We had wished to use Carryout By ********'s and had already spoken to her about catering the event. Therefore, any credits towards future services with Rock Springs would be of no use since this is not a business we had considered in the past and would not consider for the future. Any credits towards *************** would also be of no use since there is not a need for such a venue. *************** does not have any amenities that can be utilized by either family. In summary, we believe the following refund would be fair and ***** would still receive compensation for their time: ***************- 10% for handling fee $577 (amount paid by costumer $5,770) Rock Springs Center- 15% for taste testing and revision of menu $334.50 (amount paid by costumer $2,230) The ***** family is requesting a refund of- $7,088.50 (amount costumer paid minus compensation to *****) We appreciate the time Rock Springs and *************** Management has spent working with us, but we simply do not feel being pressured into accepting vouchers to their businesses would make for a fair refund. We await your conclusion, ***** Family

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