ComplaintsforLudlow Mansion Events

• Initial Complaint

  05/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had booked a wedding with Ludlow Events in August of 2020. A deposit of around $3,000 was put down. Due to the pandemic, we had to cancel our event. Every vendor we used was able to give ** a full refund, with the exception of Ludlow Mansion. I have tried reaching out to the mansion and was told that we signed a contract. I do understand this but I also feel that when we signed the contract, no one could have predicted the difficulty that this country would face. There was simply not room to reschedule. We even got divorced due to the pandemic (after having a courthouse wedding) so now we know for sure that we will not be using the mansion.Recent phone calls and emails have been ignored and this type of service is unacceptable.

  Customer response

  05/18/2023

  The last contact attempt was today. The last time I spoke with them was a week ago. 

  Business response

  06/08/2023

  Thank you for the opportunity to reply to this former customer.  I provide the attached Agreement which outlines the credit provided for a date change.  We are a wedding venue that sells time blocks for brides and ****** to use our facility for a weekend event.  Our inventory is our facility and the number of weekends available during the year for wedding ceremonies (maximum the 52 weekends per year). 

  We worked diligently to coordinate with brides and ****** through the difficulties created by the pandemic.  When the pandemic arrived in March 2020, Ludlow Mansion Events worked with all of our brides in those early days to respond to their needs and allow date changes even within the time that, in non-pandemic times, a credit would not be available.  When **** reached out to ** in May (see attached email), we discussed other dates available at our facility past the August date that they booked.  They tentatively chose another date but subsequently said they had decided not to use that date.  They then stopped making payments under the Agreement.  We did not go after them for nonpayment, we did not submit them to a collection agency.  

  That was the last we heard from them until late last year (2022) when we reached out to past brides of our facility requesting that they provide us with a review.  ***************************** then, to our surprise, provided a very unfair review of our approach with them and our attempt to provide them with new dates and options for their celebration.  We were surprised but let it go as we have a ****** five-star reputation and we have made so many brides and ****** happy with the services we provide.

  Our agreement is very clear regarding the credit we provide to couples.  We even went above and beyond that to try to allow for maximum date flexibility for our couples to get their special day even after such a traumatic world event.  ******* and **** chose not to use the credit they were entitled to under the Agreement.  That is not our fault or responsibility.

  ******* and **** are now getting divorced.  That is unfortunate but also not our responsibility.  

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