ComplaintsforWild Hearts on Whidbey LLC

• Initial Complaint

  10/04/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We paid for the wedding venue for September 29th, 2023.What we got during the wedding didn't reflect the invoice.We paid for "all day" access, we didn't get all day access. Their clean up crew started to clear plates and clean up before guest could even finish their food. The access to rental equipment(speaker system for music, failed when it came time for the bride and ****** first dance.) They claimed that they didn't put out the smores bar because of a fire ban, when the fire ban was lifted on September 26th according to island county website.The string lights was set up around the dance floor but they weren't turned on until clean up was complete and most of our guest went home.I reached out via text and email and I got every excuse besides an apology or offered compensation for this miserable event. We paid for package B(see attachment) with add-ons. All I'm looking for is compensation for all the failures, and we did not receive some of the things listed on both the contract and the invoice for the sum of: $1,393

  Business response

  10/05/2023

  clients entered property as it opened at 9 am and left the next day at 11am at check out. all day was access was granted and provided. we are ************ and not in charge of sound systems or coordinating. we supply the venue and decor. a DJ would need to be hired for any equipment. our county burn ban had just been lifted hours before event. we still have strict guidelines we have to adhere to keep everyone safe. we provided our staff, all flowers & extra hours with no extra charge for clean up, trash was also not removed by guests, removal was done by wild hearts. we provided everything stated on contract.  (which also was not signed or initialed by client)

  Customer response

  10/05/2023

   
  Complaint: 20694350
  
  I am rejecting this response because: 

  There was no time on the contract or invoice of when it started and when clean up was supposed to start. clean up started way early before people could eat, No smores bar was available, and yet again, the burn ban was lifted several days before the event.(**************************************************) Plus, your staff lit the fire pit. So please go into detail on that. We paid for all day as well as other items. There is no information about what "all day" entitles.  You offered to let us use your speakers that you owned. Those speakers failed. Among all other things listed, this wedding, your venue, your services was a disaster. And yet, not even one single apology for the issues me, my wife, and my family had to go through.
  
  Sincerely,
  
  *******************

  Customer response

  10/14/2023

  Hello,

  I would just like to follow up and check on the status of this case. Please let me know

   

  - *****

  Business response

  10/14/2023

  Tuesday afternoon during walk-through your wife had stated that guest arrival and start time was at 2 PM. Event starts at 2 PM. 2+4 = 6. Event ends at 6 PM.our package hours are clearly marked.  The additional $250 was for the overnight fee in the private rental with all day access to it. $150 for overnight +100 cleaning fee.  It does not include any staff hours or cover any staff fees. You and your wife decided to leave the premises at 3:50 to go take pictures and start really late. That affects our staff costs and venue costs why we have sent you the remaining bill to cover their staffing fees. That is also a lie not knowing about the fire van. On Tuesday afternoon when performing your walk-through, you were notified of the high burn van when I asked if you could light off fire paper bags into the sky. The answer was no you cannot. We are in a high burn ban. The burn ban had NOT been lifted with island county on Tuesday. We have requested that you pay your remaining bill to cover extra staff hours, all your garbage you left in my driveway to be removed and properly disposed of, over 20 flower arrangements, and canceled last minute officiant with no proper or prior notice. All late fees will be applied.

  Customer response

  10/17/2023

   
  Complaint: 20694350
  
  I am rejecting this response because:

  On the invoice,

  It states that we chose four hours on site. We paid for "All day" which doesn't specify when the event needed to be over. All day isnt defined in any sort of way given the fact on the invoice it shows an itemized description of Day and night of the private "breathing room". Again, the inquiry on Tuesday about the lanterns was just an inquiry. we had no knowledge of the burn ban until it was brought to our attention. But that still doesn't excuse the smores bar, which is always available ( see attachment) according to you, because the burn ban was lifted a day or two before our event, plus your staff lit the bon fire. even if this doesn't get settled, you still can't even APOLOGIZE for any wrongdoing of the one chance we get to make our wedding enjoyable. Again, nothing states where to take our garbage or how to dispose of it. If you didnt lack communication when I knocked on your door because you were "with family" none of that would have happened. We took initiative, we wanted to make things right, but you neglected your customers. So we did what we thought was best. 
  
  
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