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MS Events, Inc

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RE:  [redacted]Revdex.com Case # [redacted]Dear Sirs:As a locally owned company, MS Events takes pride in their offerings and services.  We appreciate the opportunity to address the complaint that was sent to you by our client [redacted] and hope that we are able to...

satisfactorily respond.[redacted] contracted MS events for her event equipment rental and special event lighting needs totaling $[redacted].** for her wedding at [redacted] on September 10,2016. Our lighting installation team installed the bistro lighting of her contract on Thursday, September 8, 2016, they did not install the 8 lanterns that she had requested to be hung from the ceiling rafters of the barn over the dinning / reception area.Unfortunately, this oversight was not brought to our attention until 2:30 PM on Saturday, September 10, 2016 by [redacted] planner.When [redacted] planner contacted our office we explained that our installation team was at a job site over 45 mins away from her venue and we would not be able to install the 8 lanterns prior to the guests arriving and the event starting (Installation team would need to leave the site they were at, load needed supplies from warehouse and then head to her event location). At this time our management team apologized for the oversight and offered a full refund of the lanterns. A second call came in stating several strands of bistro lights were not working, we dispatched our lighting team right away to examine and fix the problem.  The lights were not working due to a circuit that had been overloaded by other items that were plugged in by other vendors – our team rerouted power and all was fixed.  When our lighting team left the event site, everyone was happy including the planner and venue manager.  MS Events strives to make all of our customers 100% happy with the services we provide.  We understand when [redacted] discovered the 8 lanterns were missing she was disappointed as well as us.  In our professional opinion we did not have time for our installation team to her venue and complete the job before her guest’s arrival. It is our understanding that both the bride and the planner had been on-site Friday and earlier in the day on Saturday however we were not notified until 2:30pm on Saturday. If we had been notified earlier, installing the lanterns would not have been an issue and we would have been more than happy to do so.MS Events has refunded [redacted]% of the lantern rental ($**), the safety wiring structure for the lanterns to be hung with ($[redacted]) and **% of the overall labor of the entire job ($[redacted]) totaling $[redacted].**.In regards to the cooling stations they are rated to last up to 8 hours per the manufacture on one tank of water.  MS Events does not manufacture the cooling stations and has no control of how long they will run on one tank of water. Her venue does not have running water so we agreed to deliver the 2 cooling stations holding tanks full of water at no additional charge. The cooling stations were delivered on Saturday Morning by our rental delivery team and we unsure when they were turned on. The cooling stations can run an unlimited amount of time when hooked to directly to a water source by a standard garden hose. The cooling stations did not malfunction and if they were able to secure another water source they would have ran for the entirety of her wedding.Our Sales Director Lisa S[redacted] called [redacted] on Monday with no response. Our Customer Service Manager, Arlene T[redacted] called [redacted] on Tuesday with no response.  [redacted] did not give us an opportunity to discuss and resolve directly with her. During the days after her wedding she left multiple bad reviews with statements that are inaccurate. She made statements that we were non responsive however, we were able to contact her planner and the venue coordinator who both felt our resolution was more than fair.  We continued to make multiple attempts to get in touch by phone and email with no response.  [redacted] did not respond to us or answer any calls until Monday September 19th stating that “she didn’t feel like dealing with it.”MS Events realizes this situation is unfortunate. We do not feel we are in breach of contract for the elements (8 Lanterns and safety wiring kit) that we refunded 100%. In addition, we refunded **% of the total event labor charges for the inconvenience.MS Events feels we have been more than fair in refunding Mrs. [redacted] for the services that were not received and that no additional refunds will be issued.

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Address: 1720 Allied St Ste 1B, Charlottesvle, Virginia, United States, 22903-5332

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