Crestone Farm

Initial Business Response /* (1000, 10, 2015/08/09) */
We were booked from 3:30 to 5. At 3:39 I called as I was having difficulty finding the address. There were two different streets with the same name in the area (5 minutes apart) which I have my GPS records to prove at what time I put in the...

address, and what time I arrived at clients house. I have GPS records of when I arrived, and texts to my husband when I was making the horns, and in the trailer putting them on at 4:01, and actually when we were leaving. We did not leave until 5:47. I have records from my GPS when I entered the address to get home. At 5:35 client began client began her photo session with the mermaid and pony, as I took the first photo at 5:35 (time stamped on my phone), then all the photos with the families began.
Before we started the photos, client had asked if we could do a photo session before we left (indicating that she knew the time was coming to a close). She also stated to our employee we could leave when she went in to do presents. Us leaving had nothing to do with rain, as there was no rain in the area, nor lightning. Us leaving had to do with the contracted time being over. I tried to client's attention, she ignored me. We said good by to the guests that were outside, and to client's mother, and client's husband. Everyone said thank you and that the kids had a great time.
Customer got over her contracted hour and a half of pony ride time. The unicorn theme was a $35 add on. I am sorry for the miscommunication regarding the theme. I offered to refund the theme fee of $35.
I will not give a refund for the party as we gave pony rides, per our contract for an hour an a half, and made the trip there. We make no claim that our ponies are 'unicorns', nor look realistic. In fact, I told client at the time of booking that they do not look 'realistic' they look like ponies with home made unicorn horns on them.
I did not call a child fat. I told two adults and a mermaid they were over the weight limit to ride the ponies, when they requested to ride ponies. I let one child who was over the weight limit ride one of the ponies.
Safety rules are provided for all parties, and clients are supposed to go over them with the children and parents, and abide by those rules (per contract) . There was no one to help with the children. They were kicking balls at the ponies, and popping balloons around them which created a safety issue for our animals. I repeatedly asked for help with organizing children and no one would help. I did not yell at them. I asked them to stop doing the behavior that caused the risk.
In email's from client she states that our staff was very nice, in a review she posted online, she states she was rude. Her timelines of our lateness and starting times in incorrect, and the times she state we left is incorrect.
We tried to be accommodating to client and made horns per your request. The ponies were beautifully decorated rainbow, which matched perfectly with her theme. We made the horns, per her request, we stayed over an hour and a half. The kids enjoyed the ponies and the party.
Initial Consumer Rebuttal /* (3000, 17, 2015/09/01) */
[redacted]Document Attached[redacted]
My apologies for the late response. We were dealing with the unexpected death of my cousin.
This person/business did not provide the services requested. I have attached a photo of what was expected per our conversation and contract (the photo of the costume worn by the horses) and then the photo of what was provided (a fabric sign rolled up, wrapped with ribbon that I provided and packaging tape). She arrived late and left early. I have attached a photo of my phone showing her phone call which took place after her arranged start time of 330 (call made at 3:39). The phone call took 2 minutes and she arrived approximately 5 minutes after the phone call ended. Then per her own admittance she left before 6. I, nor anyone at the party, gave her permission to leave early and despite her stating she could not find us, she also stated she knew we were in the house opening presents. What she also did not know is that my daughter opted to stop opening presents to come back outside to say good-bye and ride the unicorn one last time. She came out to an empty yard because the owner of this business chose to leave early without informing me.
She spent approximately 45 minutes making the horn photoed in the attachment putting her start time significantly after the arranged time. She then left early. The start time was 330, she did not start until 430. She did not provide 90 minutes worth of service and she did not bring the costume agreed upon and paid for. All of these combined (and even individually) make me believe there is reason for a full refund.
I have yet to receive any sort of refund despite her offering a partial refund after I filed this complaint.
Please inform as to whether or not I need to file a new complaint or follow any other protocol to get this re-opened and resolved. Thank you for your time. Again, my apologies for the late response.
Final Business Response /* (4000, 19, 2015/09/22) */
[redacted]'s husband, mother and father all told the pony ride staff that we could go. we had gone overtime at no additional charge. Time spend making horns was not 40 minutes, picture provided by customer as what she expected horns to look like had NOTHING to do with our company. image is not owned by us, not used by us in any way. I made horns per customer request. pony rides were given for 1.5 hours
I can not continue to go back and forth regarding this subject. $50 refund is being sent to customer. I request this case to be closed.
Final Consumer Response /* (4200, 21, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This owner has changed her story multiple times. We obviously disagree. I was not provided the service I paid for. She stated she orders her unicorn costumes online. The picture provided is what unicorn costumes look like online. If she would like to send a photo of what her set-up looks like, I would be interested. I did NOT pay her to show up late and leave early (which I, nor my husband or mother or father said she could). My father wasn't even in attendance at the party. I also paid for professional pony rides at a birthday party with an additional unicorn theme. She was rude to me and my guests, unprofessional and did not bring the items required for the theme. She has offered me the $50 via email. As stated in my response, if she sends a half refund.... I will agree to closing the case. Again, that amount would be $204.50 based on the fact that I paid $409 total. I feel this is generous given how little I got for my $409. I have dealt with multiple vendors in my line of work and this is the absolute worst experience I have had to date.