ComplaintsforMonteverde's Catering

• Initial Complaint

  09/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son and daughter in law hired Monteverde's to caterer their wedding. The issue is not with the catering per say. The issue is what I was told, in the presence of my son and daughter in law, at a meeting at the venue, approx. 4 weeks ago by the caterer. There originally was no agreement for appetizers. My son and DIL decided they wanted a cocktail hour to keep our guests busy while the family and wedding party were being photographed. This part I paid for. We spoke in great detail about the cookie table. The cookie table is big in Pgh. My DIL and her family are not from the Pittsburgh area so the cookie table was extremely important to me. I was told that setting the cookie table up and plating/refilling the cookies were a complimentary service when I asked if I had to provide my own help. When I arrived at the venue, there was no-one from the catering company there. There were linens on the table with risers but there weren't any trays or platters to put them on. I brought an extra box of platters just in case and thankfully I did. They did not keep up with refilling the platters. My best friend went into the kitchen when she saw empty and near empty platters and brought the cookies out herself and kept the cookie table going. They also threw leftover cookies into a plastic Walmart bag without being in a container and I had no choice but to throw tens of dozens of cookies away. In addition to that, we were promised that the female bridal party would have appetizers placed in the bridal suite for them and that never happened. I had a potential mess on my hands with a diabetic bridesmaid because they didn't have the food they were promised. I tried talking to the owner and I got nowhere. She spoke over top of me and manipulated the conversation. She kept making excuses and changing the subject to something not related to my complaint. This is poor business practice, and the saddest part is I was told by many that the food was good. Unfortunately the service was not.

  Customer response

  09/29/2022

     I will enclose the photos as an attachment to this email. I would like to respond to some of the business’ statements since I could not do so on the initial response. 
  

  The business is making reference to the fact that I am not the client. I do believe that she cashed my check, hence why she was paid; to perform an additional service. 
  

     She accused me of providing you with false information regarding cocktail hour. Maybe my wording was off. The veggie tray and cheese, pepperoni and crackers were included in the bride and groom’s choices. The additional, more “formal” for lack of a better word, appetizers is what I am referring to. The items she mentioned is accurate. 
  

   She accused me of not requesting appetizers in the bridal suite. She is correct. I didn’t request BECAUSE she offered that to us. SHE offered that. We did not ask for it. At that point,  it was then expected. There would be no need for reporting health conditions to her. Some appetizers were supposed to be in the bridal suite and they were not. 
  

     I don’t understand why she is bringing up things that have nothing to do with my complaint. No one is debating the quality of the food, the taste of the food, or the fact that she boxed up cake. My issue is she didn’t do what she offered to do and that was provide the bridal suite with appetizers, package the left over food properly, and attend to the cookie table. Another issue I have is the way the leftover cookies were handled as evidenced by the pictures attached. You will see that they were obviously not packaged in their original containers the way they were brought to the venue. 
  

     The shrimp was not in the refrigerator. It was in a ziplock bag inside a cardboard box next to the containers of green beans, mashed potatoes, and beef tips. That box of food was in a stack with other boxes of cookies. It was not labeled. It looked like some of the other boxes of cookies. We have no way of knowing if that food EVER made it into the refrigerator as it was not when we took possession of it. She told me on the phone yesterday that she had to leave at 9:30pm to put her kids to bed so she wasn’t there at the end to see how everything was sitting out and we did not do that. 
  

   Lastly, it was always intended that my friend was putting the larger “props”, lighting, etc on the cookies tables that the business is referring to. I have an email asking her if she could do the small props or should I provide my own and she said she didn’t mind doing it. The bridges she is referring to are cookie holders. They are not props. 
  

     Again, this complaint has nothing to do with her food. It is her service that we have specific issues with in which i attempted to resolve with her which was impossible. 
  

  See attached:

  Business response

  09/29/2022

  Monteverde Catering is family owned and operated business.  The owners personally meet with the clientele and work through the wedding planning process to ensure each and every event is planned and executed to the letter.  Furthermore, the owners attend the events, oversee the service and personally sample the food.  When we met with the Bride and Groom on June 18, 2019, the person whom filed the complaint was NOT present.  She did not share in any of the details, food sampling, or answered questions that the bride and groom were privy to.  The claim that appetizers were not included is incorrect. The Clients, which were the bride and groom, paid for a menu that included basic appetizers, assorted cheese and pepperoni tray and vegetable tray.  The MOTHER OF THE GROOM added her own appetizers later at the final meeting in 2022.  These appetizers included shrimp cocktail, mac n cheese bites, fried raviolis, stuffed mushrooms, and shrimp and crab dip.  At no point during this meeting did the Mother of the groom indicate that the appetizers were also to be placed in the bridal suite. All of the appetizers were placed out in the OAK ROOM at the appetizer station at 5:00 pm and left out until 6:00 pm.  All of the food had been eaten.  The only item purchased that was not consumed by the guests was the shrimp cocktail.  Just as we have for every event, we packaged the shrimp and placed them in the refrigerator.    All of the food was available for the guests and bridal party.  At no point did anyone come to me and ask for additional stations to be set up in the bridal suite; hence, we had no idea there was an issue.  We would have been happy to accommodate her needs, if we were aware of the problem.

  At the end of the evening, when the event had concluded all of the leftover food, packaged cookies, and cake were placed on a cart for the couple to take with them. This is a common practice. The wedding party must clean up all of their materials, liquor, and leftover perishables.  What happens to the food AFTER it has left our kitchen and our possession is not our responsibility.  In our contract, line 9 indicates this information. 

  "The customer is entitled to take all meals which are billed for, but not consumed. The customer is not entitled to any amount of
  food that the caterer prepares over the customers guaranteed number. Said meals will be made
  available to the customer in containers at the conclusion of the event. Upon acceptance of the meals,
  the customer assumes full responsibility for the transportation and proper storage. The customer
  agrees that upon customer’s acceptance of said meals at the conclusion of the event, Monteverde’s
  Catering is released from all claims, damages, and causes of actions or liabilities which may arise as a
  result of the consumption of said meals."

  We were informed that the bride's brother had a severe nut allergy.  We were never informed about a diabetic bridesmaid and we would have been eager to accommodate her needs had we been informed.  

  We have provided complimentary traying service to cookie tables to brides for decades; NEVER have we not trayed, not provided platters, or not presented the cookies.  It is a complimentary service that we provide. However, we will not decor the table, set up specific props; unless the client has already prepared the area.  All cookies were packaged back in the original containers provided by the individual that prepared the cookies.  No items were carelessly thrown into plastic bags or other items.  In addition, we were happy to provide cake boxes for the couples cake as boxes were not provided by the client or paid for.  

    The mother of the groom did not eat at the wedding because as she indicated, she "was very busy mingling" Had she eaten, she would have agreed with her guests that the Food was very delicious. This was the service that we were hired to provide in which we executed to our best abilities.   We encourage our guests and clients to enjoy their evenings and to be stress free. The last thing that we always say is please let us know anything we can do to help make the day the best; her error was not requesting the bridal suite service or informing us of her additional props, lights, and bridges for the cookie table setup. While we appreciate feedback to aid in helping our business grow and develop, being accused of something we have not done is not acceptable. Furthermore, had we been given opportunities to help the mother of the groom with her needs, all efforts would have been given. We did not know that she was having a problem as she was enjoying the event and the bar service at the center.  

  Customer response

  09/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Regards,
  
  ****** ****

  The response from the business is unacceptable. She is accusing me of being untruthful when she in fact is being untruthful. You can also see how she over rise the conversation and try to divert your attention to something else instead of keeping on subject. My best friend kept that cookie table filled. That was not part of the deal

  Business response

  10/06/2022

  While we acknowledge the customer’s viewpoint, our rebuttal stands.  The appetizers that were purchased and provided for her guests were made available to her guests and consumed in the presentation in which was agreed. We did not offer to place appetizers in the bridal suite, if we had it would have been indicated on the contract as an additional service.  The cookie table service is complimentary.  We have been offering this complimentary service to weddings for decades.  We agree to tray and replenish cookies as a courtesy.  This task was completed and cookies were boxed and bagged up as courtesy to the customer at the end of the evening. The photos provided show cookies after they have left the ******** and travelled to the final destination. Cookies were condensed by variety in boxes to accommodate for what was consumed and so there were not so many boxes for the guests to pack home.  Both cookie and leftover food left our kitchen and were carted out to main room for the customer’s ease in gathering belongings. We are not responsible for who packs vehicle, handles boxes of perishables and how the guests choose to pack vehicles or transport goods.  It is our wish that all items arrive safely and undisturbed, but again we are not able to micromanage how guests handle the boxes or pack vehicles. 
  

  The owner of the catering company did indeed need to put her children to bed on a Sunday evening. However, responsible members of her team who have completed clean up and management of weddings and events were on site and oversaw the operations. 
  We did not present any accusations to Ms. **** or claim her to be untruthful. We are simply stating the facts as they are in regard to the services provided.  We are a catering company and offer quality food and service. The food and appetizers were presented as requested and the taste and quality of the food was on point.  The complimentary services provided were completed and our team packed up the leftover perishables for them and presented them to them in the main room of the center. 
  We are not interested in offering refunds on complimentary services or any results of packing vehicles at the end of the night by guests to clean up. 

  Customer response

  10/07/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Regards,
  
  ****** ****

  Customer response

  10/07/2022

  Thank you for sending me Monteverde’s response. It is beyond obvious that she has zero interest in resolving this issue. It’s astonishing to me how she continues to tell you wrong information. I believe she told you that all cookies were boxed up the way they were brought to the venue. Those pictures are how THEY packaged them. I did not send caramel tassies loose in a zip lock bag marked “snickerdoodles”. 

     The remark about appetizers never being offered to be put in the bridal suite is a downright lie. My daughter-in-law, my son, and I sat there and heard her say that. My daughter in law even complimented her on what a nice service that is. Had that offer not been made, we wouldn’t have expected it and somebody would have made plates to take back into the bridal suite. She said that had we discussed that, that service would have been included in a contract but I was given nothing that day. When I got my invoice regarding the appetizers that I purchased there was nothing in that invoice about the “complementary” cookie table set up, maintenance, etc nor any details about who what when where or why. Of course there was a trust that we felt. What I ordered, how many, and the cost is what was going to be was provided to me at the last minute. We had no reason to doubt her. We took her for her word that she was going to do as she stated she would. Obviously, that was ONE of many mistakes we made when deciding to deal with this company. 
  

     The fact that she continues to say that the cookies table set up/maintenance etc is a complimentary service is irrelevant. A complimentary service does give give them the right to destroy my personal belongings. 
  

     And the fact that they packaged the leftover food/appetizers without evidence that the food was ever refrigerated is very concerning. 
  

     She is basing her opinions on what SHOULD have happened instead of what ACTUALLY happened. She has changed multiple parts of her story in these communications alone let alone when we “talked” on the phone. At no time have I EVER asked for any type of compensation for ruining my cookies or for reimbursement for not doing what she said regarding the cookie tables. She continually says it’s a complementary service so it was a very expensive lesson for me to learn but shame on me for taking her at her word. But I do stand behind the fact that she did not perform the service that she offered to do and therefore I stand my ground with what I am requesting to be refunded, which I feel is more than fair
  

  ****** **** 

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