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Brandywine Picnic Park/Hickory House Catering

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Reviews Brandywine Picnic Park/Hickory House Catering

Brandywine Picnic Park/Hickory House Catering Reviews (3)

[redacted] and his guests were greeted at the main entrance to our facility (they arrived late for their event)He made final payment and received his wristbands for the event at that timeI went over his seating area and where it was located within the parkWhile his guests were unloading their coach bus and gathering for a family picture our staff got wheel chairs and transport carts out for some of their guests and took them over to themThose guests were also told where the seating area was located within the parkAll food was ready to serve at 11:20am (minutes earlier than contracted)Our facility lost power due to a car accident a few miles up the road from our locationDuring that time we could not run the of rides contracted for the eventThe tornado ride can seriously malfunction if operated on a generator therefore the operator informed the guests of the power outageWhen power was restored we informed guests from the [redacted] Family Reunion and instructed them that the Tornado ride was re-openedWe then continued operation of the tornado ride minutes passed the contracted time because of the power outage and time it was downThey still had the Tornado ride for their hours just not within the exact time framesThe guests used the ride until 2:45pmWhen guests asked if the music could be changed the catering staff informed them they would check if they could because to their knowledge the station that was playing is the only approved station for the eventsWhen management made the decision to change the station it was changed immediately [redacted] never once complained while at our facilityHis family members asked for brochures on their way out and almost every single person said they had an amazing time and wanted to come backThey also praised us and said the food was amazingA family member from VA even asked if we could deliver food that far away.We greeted the [redacted] Family Reunion like we do every event; at our main entrance to the park.We rendered all menu selections and services contracted for this event.Email correspondences and copy of contract have been attached

[redacted] and his guests were greeted at the main entrance to our facility (they arrived late for their event). He made final payment and received his wristbands for the event at that time. I went over his seating area and where it was located within the park. While his guests were unloading their...

coach bus and gathering for a family picture our staff got wheel chairs and transport carts out for some of their guests and took them over to them. Those guests were also told where the seating area was located within the park. All food was ready to serve at 11:20am (10 minutes earlier than contracted). Our facility lost power due to a car accident a few miles up the road from our location. During that time we could not run the 1 of 3 rides contracted for the event. The tornado ride can seriously malfunction if operated on a generator therefore the operator informed the guests of the power outage. When power was restored we informed 3 guests from the [redacted] Family Reunion and instructed them that the Tornado ride was re-opened. We then continued operation of the tornado ride 45 minutes passed the contracted time because of the power outage and time it was down. They still had the Tornado ride for their 2 hours just not within the exact time frames. The guests used the ride until 2:45pmWhen guests asked if the music could be changed the catering staff informed them they would check if they could because to their knowledge the station that was playing is the only approved station for the events. When management made the decision to change the station it was changed immediately. [redacted] never once complained while at our facility. His family members asked for brochures on their way out and almost every single person said they had an amazing time and wanted to come back. They also praised us and said the food was amazing. A family member from VA even asked if we could deliver food that far away.We greeted the [redacted] Family Reunion like we do every event; at our main entrance to the park.We rendered all menu selections and services contracted for this event.Email correspondences and copy of contract have been attached.

Review: Brandywine Picnic Park took my deposit of $1,020 with the promise that the remainder could be paid when I arrived. I called several times to get the balance,but was always put off and asked to call back later. I talked to a [redacted], who told me my balance was $1651.10. I asked her to repeat the total I owed and that was the amount she told me. When we arrived at the gate, I am given a total a thousand dollars more than what was told to me. I asked why and it was told to me that labor and staffing charges were figured into the balance. That was never explained to me from the beginning, nor had it ever been told to me during the duration of my transaction with them over the phone. Had I known of the extra seven hundred dollars in hidden costs, I would not had agreed to pay half the balance from the beginning. When the tickets for the ice cream were recounted, instead of being given eighty as we were told we had received, we only received sixty.Also, the heatwave we experienced caused us not to be able to eat as much as we desired, ride the rides that were available, climb the Rock Wall or the Giant Slide because they were too hot to touch or sit. Asthmatic and elderly members of my family, as well as those who suffer from [redacted], became extremely overheated and had to be rushed to the air-conditioned bus. Our four hour planned stay was cut to just two hours and 45 minutes because at 2:45 pm it became too hot to be outside. There was an excessive heat index warning going on at the time. We paid under duress just so we could leave the park. The owner verbally abused my event planner by calling her out of her name. Her manner from the time we met was curt and overtly impersonal. I was appalled by the way she addressed me, as though I was a disobedient student. I felt penalized by the hostile manner my event planner and I was handled by her male assistant and by the owner of the park. The negligence of not telling me of the hidden costs is dishonest. My family wasn't pleased. I WILL NOT be returning.Desired Settlement: I want half of my bill returned to me($1,479.70)to cover the fact we never used all the time, equipment, food or grounds we contacted for due to the excessive heat index. I ask this amount to cover the hidden fees I was purposely not told about, from the time we first sat down and negotiated and throughout the transaction.Lastly, I need this amount to compensate my event planner for the abusive language she endured and the disrespectful and curt manner we experienced from the owner of the park.

Business

Response:

August 20, 2013

Revdex.com of Metro Washington DC and Eastern Pennsylvania

Attention: **. [redacted]

1880 JFK Boulevard, Suite 1330 Philadelphia, PA 19103

Reference: Revdex.com Complaint ID # [redacted]) ([redacted])

Dear **. [redacted]:

Regarding the recent Revdex.com letter noted above, we would like to respond and address the complaint put forth in that letter we received.

Before addressing and responding to the specific issues the (named) customer listed in the letter, we would like to make the following statement. Hickory House Catering (and Brandywine Picnic Park) has been a family owned and operated business for over thirty years. We have successfully served and entertained many thousands of guests and customers in that time, and in fact, we believe this may be the first Revdex.com letter we have ever received! It is human nature that everyone may not always be satisfied with service or food they are provided at any random time or venue; however, it is our belief, through the vast number of customers served versus the almost rare number of complaints or concerns we have ever received, that this complaint is highly unusual, unfounded, and unexpected, based on our experience with this customer and group.

In the case of this complaint, e-mails, phone calls, proposals, menus, and notes were exchanged over a two month period, in addition to an office visit (with [redacted] and [redacted]) at which time **. [redacted] wrote a deposit check. Details and costs associated with this event were discussed and reviewed during this time, acknowledged by the coordinator we worked with, primarily [redacted] (**. [redacted] referred to her as an event planner in his letter). **. [redacted] (the complainant) was not directly involved with our business office until toward the end of the planning process, when he made one call and said he was making the final decision on what extra items to order for the picnic, and also he wrote the (2) checks.

Addressing the complaints noted in the letter:

Regarding costs quoted: Numerous proposals were prepared and revised. These were emailed back & forth with [redacted]. Many 'tentative' items had pricing quoted, some were ultimately retained for the event, some were not. Coordinator had asked for pricingon many different things to review the costs before making the final decision on what they wanted. Labor & staffing charges were clearly priced and listed separately on each proposal, and based on guest count, menu choices, options, etc.... It is impossible to have hidden costs when we prepare a proposal from a computer catering database which lists costs and items line by line. Costs may change as proposals are revised, which is common, sometimes numerous times for a single event, until everything is acceptable to the customer.

Ice Cream tickets - counted by two staff members and provided on a one-per-person basis for 87 guests, 2 less than the (increased) guest count confirmed by the coordinator upon arrival to the park that day.

Weather and summer heat are out of the control of the park; when booking an outdoor venue such as a picnic park, heat is an inherent possibility for an event held in July.

To our knowledge there was no verbal abuse at any point from any involved party.

An office staff person was present when the final balance check was written in the business office. [redacted], **. [redacted], and another woman, reviewed the paperwork and balance for some time (at the front gate, outside at their seating area, and in the office). When in the business office, **. [redacted] wrote the balance payment; they did reconfirm the balance due before writing the check. Everyone was cordial, uncomplaining, and in particular, **. [redacted] was very appreciative and thanked us for everything we did, and said she hoped we would be doing business together again in the future. When the event concluded and people began to leave, many family members thanked the staff on their way out of the front gate, and said they enjoyed themselves!

Certain activities are automatically included in the 'Picnic In The Park' package, and certain activities were added by the coordinator as extras. Whether or not guests use these activities is up to them - there were no weather or mechanical problems which would have prevented use of any activities scheduled on that day.

To summarize, we do not believe that there is any corrective action or resolution required in this matter. We provided an agreed upon service to the customer, accepted and paid for, and the entire process had open communication back and forth. There were no apparent problems or issues which were unexplained or unresolved, before, during or after event. [redacted] and two other women with them, reviewed the paperwork and costs meticulously during the event, in the presence of park owners and staff, the final payment was made, and the event concluded without incident or complaint that we were made aware of. We trust this letter will conclude the inquiry, answer any questions, and sufficiently explain our role and response to this complaint.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: There was no resolution given. The reason I brought the compliant was not at all addressed in the response.

Dear **. [redacted],

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Description: Caterers

Address: 690 South Creek Road, West Chester, Pennsylvania, United States, 19382

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