Complaints

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• Initial Complaint

  Date:01/24/2023

  Type:Sales and Advertising 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.

  My wife and I were planning on using the Grand Canadian Theater for our wedding venue to get married on December 4, 2021. The plan was to get married after I came back from a rotation in ******** with the Army. My return date was pushed to the right and because of that we requested to change the date to June 4th 2022 so we could plan for the wedding when I got back. After returning back to the states I received orders in late february that I was to PCS to a different duty station. Because of this, we asked if the venue could make an acception and let us move our date 1 more time which they agreed to, given the circumstances. In mid September my unit was informed that we would be going to NTC in late february-early march. Because of this my wife and I decided to just cancel and get back some of our money so we could just elope and go on a trip when I had leave since planning a wedding around the Army wasn't working out. On september 29th I emailed the venue manager and informed her that due to the Army changing our situation again we were deciding to cancel our wedding. According to our contract we would get everything back except for our deposit since we canceled within more than 90 days of the date we were getting married in the venue. However on Octover 4th 2022 we got an email back saying that since we moved our date, we would not get anything back at all despite what the contract states. We paid $5600 in total, $1800 of which was a deposit which we do not expect back however the remaining $3800 should be refunded since we canceled within the alloted time. Since the email we received on October 4th, the venue manager has refused to answer calls or emails in regards to the situation, despite her email saying she wants to call and talk about the situation.

  Business Response

  Date: 02/17/2023

  Dear **************** ,

  I am so sorry that you feel that we are not working you on your cancellation.As a military member who served for over 20 years, I have always been the one who helps by offering military members to move their dates if needed with documentation knowing the circumstances. However, I think there maybe be a miscommunication on how the process works and how the contract states the cancelation. We accommodated your request to move the date and transferred the funds (which there is no venues that do that without charging a client) As a small business when we do that we lose the date to other couples because we are unable to rebook the date and then we have giving you 2 dates. If we just let couples move as many times as they wishes we would not survive as a business. I did give you options of having an reception or a return back party or even a or elopement  for you not to loose your payments. I never received a reply back from you or your fianc. In order to reach an agreement and release you of the contract you are to sign documentation to end your contract and since we didn't receive any communication the account is still open. I   have NOT received any emails or phone calls ( I noticed I have no messages and no texts trying to reach as well as not even on the contract/ invoice portal and we would NEVER block a couple. 

  IF you read on your contract it states if you change your date you can be charge and there is a chart that states what you owe when cancelling. This means you are to still pay a percentage of the package price.  

  Charges will accumulate as followed:

  180 days =20% of the package price
  90 days =Half of the package price
  30 days =Full payment of package price
  Retainer is NON REFUNDABLE
  
  Your are important to us and we be happy to go over your contract with you and your fianc, as well as try to reach an agreement. Please contact me at ********************************** to setup a phone or in-person  meeting.

  Best regards,

  ******