The Barn at Silver Oaks Estate

The Barn at Silver Oaks Estate thanks you for bringing this issue to our attentionWe strive to exceed our customer’s expectations at all levels of service and will take every step possible to ensure that in the future, our terms and conditions will be more prominent for our customers to review,
prior to placing a non-refundable deposit It appears that verbal confirmation with the customer and the clear and straightforward statements on our web site regarding our refund policy were not enough in this case and for that we are sorryWe will be sure to include our policy regarding refunds on all documentation, immediatelyI believe the issue here was a simple miscommunication and we would like a chance to clarify the situation in an effort to protect our stellar reputation for honesty, integrity and tolerance towards even the harshest criticismIn this industry, events are booked well in advance, occasionally more than years priorWhen a client books a date with a deposit, we label the date as unavailable on our website calendarOnce this occurs, any future potential clients for that date will often move on to another venueIt is for this reason that it is very well known that, in the event industry, standard operating procedure is that deposits, given to secure a future date are non-refundableThis is and was communicated clearly to this and all clients that we enter into an agreement withWe have had several successful refunds after re-booking a dateWhen contacted by this client, we first and foremost expressed remorse and empathy for her situationWe offered, graciously, to make an exception to our policy and go to great lengths to advertise her date via our many social media channels, re-book her date and give her a refund, minus any charges that we incurred as a business for processing the original booking as well as the refundWe feel that it is important for clients and other businesses to see the actual transcript of what occurred with this customerIt may turn out that this will serve as a learning experience for all parties who could learn how to be more tolerant and kind to one another, especially when faced with stressful circumstancesHere is the total and complete series of communications that took place with this client from start to finishStartI am in tears reading your amenities section of your website! Everything listed is EXACTLY what I wantThe barn looks incredible I am just so in love with your locationI do have a couple questions and would also love to come check it out, we are probably not getting married until next fall we haven't planned very muchOn the site, dinner area is mentioned do you cater or should we find a caterer? Also- the package doesn't mention a price what am I looking for budget wise? *** Good morning! I was wondering if I could be booked for September + for After looking at the barn I knew from the beginning this is where we wanted to get married and have decided this is a good date for usWe are short on money right now especially with it being two years away we need more time to save but I know you book fast and am afraid by the time we come up with the money the date will be gone, is it possible to be put down as "tentative" for right now? when is the first half required? The Barn at Silver Oaks Estate Hi *** We can certainly put you down as tentativeHere's what tentative means Simply stated, if another girl gets interested in your date, the first thing I do is call youWhen I call you, I ask you if you're ready to commit to the date with a 50% deposit If yes, then great, you own the date, if no, then the other bride can book the date The first half is required to book the date*** perfect that is exactly what we wantwe have the 50% available right now but we'd like to hold onto it a little longer to save moreif it were to come up that someone else would like the date we will send you the 50% deposit right away! if no one else requests that date by the end of the year we'll finalize with the deposit is that ok? The Barn at Silver Oaks Estate sure thing! *** wonderful! I am shaking I am so excited lolwhere do we send the check to when we are ready? The Barn at Silver Oaks Estate just call me and I can either give you the address, (it's also on the website), or we can invoice you and do it by emailOK? at that time! *** excellentwe look forward to doing business with you for the greatest day of ur lives!! 11/17/1:22PM *** Hi *** As I am trying to budget our wedding, $6,is becoming really hard for me to fit in our budgetBefore looking for another venue, I am wondering if you are flexible at all with the priceThe Barn at Silver Oaks Estate Let me talk to my wife and let you know ok? *** Yes thank you for your consideration 11/18/8:12PM The Barn at Silver Oaks Estate haven't forgotten youWe are away until Sunday nightWe will let you know on Monday am, ok? sorry for the delay...*** 11/19/9:26AM *** That's ok, not a problemThank you so much for your time The Barn at Silver Oaks Estate Ok great 11/21/11:06AM The Barn at Silver Oaks Estate Hi ***! I have what I hope is good news for you this amThe Barn at Silver Oaks Estate I spoke to *** over the weekendWe talked a lot about thisAs you may or may not know, our price for has gone to $7,dollars and we're booking dates almost weeklyWe think the fair thing to do for you two is to offer you a discounted rate as you were interested in us and the barn right away and you shared how excited you were so wellThe Barn at Silver Oaks Estate We can offer you a $5,cost, which is $1,off the original quote of $6,This is a great offerLet us know your thoughtsThe issue has now become availabilityWe have another couple interested in Sept8th, 2018, just like youThey are ready to pay today, so If you want this date, you'll need to place the deposit of $2,right immediately to secure itPlease let us know, ok? Thanks and talk soon! *** The Barn at Silver Oaks Estate PS< send me your email address*** We will take it for $5,My email is @aol.com Do you take credit cards? I can give you card or I can send a check out today The Barn at Silver Oaks Estate that's awesome, ***!!!! Congrats!!!! we take credit cards, let me send an email with the invoice, ok? *** ExcellentCan't waitI am at work so I will respond to your email in an hour or soThank you so much for giving us a break on the price I appreciate that so so much The Barn at Silver Oaks Estate securing the venue is such a big deal! *** We love it so much The Barn at Silver Oaks Estate Happy to assist you guys, you're both very real people and we like that 11/29/4:40PM *** Hi *** I don't want to be a pain in the butt and this is my last request - is there any way possible I can change my date to June 2018? Instead of September 2018? The Barn at Silver Oaks *** The Barn at Silver Oaks Estate Let me check when I get home,driving now ok? The Barn at Silver Oaks Estate Done! The date was available and now it's yours! Happy to help*** That's wonderful thank u The Barn at Silver Oaks Estate Of course! 12/09/4:32PM *** Hi ***! I am beginning to plan out our wedding for 6/30/When we met for the tour did you say you had tables and chairs for up to a set amount of people? Or would you know someone reasonably priced to rent from? The Barn at Silver Oaks Estate Hi *** We have an agreement with X that gives you a credit for base chairs and tablesAbout a $credit off your orderWe most likely will be purchasing our own chairs and tablesI'll keep you in the loop, ok? *** That would be greatYou have been amazing I appreciate it so much The Barn at Silver Oaks Estate Happy to help! Merry Christmas *** You too! The Barn at Silver Oaks Estate 12/15/8:25PM *** Hi *** - I am embarrassed to report that the wedding has been called offThings were looking up for us and we had money set aside for the wedding but everything is crashing downWe're struggling to pay bills and it's taking a toll on our relationshipI'm sorry to waste your time and appreciate your efforts to work with meYou have been amazing and I will spread but good word of the barn 12/15/9:27PM The Barn at Silver Oaks Estate Oh no I am so sorry for you twoI think you are such a nice coupleThe Barn at Silver Oaks Estate We'll pray for the two of you that things will work outSometimes stress presents itself in horrible waysSo sorry ***12/16/7:25AM *** Thank you ???? The Barn at Silver Oaks Estate You're welcome 12/16/9:33AM *** Is the 50% deposit refundable? The Barn at Silver Oaks Estate Hi ***, I'm already working on itOur policy is that deposits are non refundableHowever, if we re-book the date, we give you your deposit back I am tweeting, ** posting and preparing a ** boost to let all the girls interested in June weddings to contact usMy wife is also preparing *** & *** posts, advertising your old date We will do everything we can to re-book and get that deposit back to youOur Policy on our web page is clearly posted here: *** The Barn at Silver Oaks Estate Deposits for securing your event date are non-refundable, however if we re-book your originally locked in date, we will refund your deposit minus a 10% service feeWe will aggressively market your date via the use of our social media outlets to assist you with recapturing your deposit(***, ***, ***, ***, etc.) SAT 5:09PM *** Hi ***- I am wondering if you had interest in the date we cancelledWe are needing this refund back as soon as possibleI don't find your policy fair being that we cancelled well over a year in advanceI will have to contact my lawyer to get the funds back if we cannot get this resolvedI understand your policy is posted on the site but it is not like we changed our mind a week before the weddingIt's a year and a half awayThe Barn at Silver Oaks Estate We are making attempts to book your original date as best we canWe are receiving lots of calls about your date however the weather is restricting tours right nowI'm sure this will re-book and you're going to get your money back, minus percentWe are doing the best we canPlease don't threaten usOur policy is clearWe are going above and beyond to get this back to you*** I don't see how a 10% service fee is appropriate being that we cancelled a year and a half in advance and you'll be getting more from the next person than the price we agreed onI am threatening you at allI would like to keep this on a positive note but I will have my lawyer reach out to youIf making a scene is what a takes I will have to go thereI'm sorry but this is my money and is impacting me negatively being without the money and losing 10%This is just going to benefit you keeping my money until you rebook which means you lose nothing, and then taking 10% for no reasonThe Barn at Silver Oaks Estate I paid 6% fees to process your credit card*** Sorry I did not read your website up and down with your "policy" there before I bookedIt wasn't on the invoice that the 50% is no refundable and you charge a 10% fee to refund meIt's unfortunate that this is a poor experience and we will let those around us knowThe Barn at Silver Oaks Estate I will wait to have my attorney discuss this with yours*** Sounds good thanks The Barn at Silver Oaks Estate I understand you are hurting and I am sorry for youThis is not our faultWe will do the best we can to help you recover your depositSeen by *** at Saturday 5:26pm *** I will wait it out a little longer before taking legal action because I understand your view from a business stand pointAlthough I find it unfairEnd

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
It is interesting that the business attempts to make this situation my fault for not reviewing their website to its entiretyThat does not take the place of a valid contractI am as kind as they come, but not when I am being screwed over like thisIt is rude that the business attempts to turn this around on me when they are at fault just as much as I may be for not reading their websiteHaving terms under FAQs on a website does not come off as a true policy to me and should have been disclosed properly before making the 50% depositThe "6% fee" they supposedly pay for for me to use a credit card should also be disclosedI should have the choice to pay the fee myself and was not made aware a refund would allow them to card 10%, meaning if they pay 6% of my charge to take a credit card, they keep 4% just causeI want a full refundFor not properly disclosing their policy, not making me aware of the fees and wait time that comes along with a refundI am very kind and do not need to tolerate my disgust with the business and policies not being disclosed as me not being kindI am very kind to all around meWhen $2,is being held from me for something I am receiving zero business from is inappropriateI get it's a policy on the website; but the policy is unfairKeeping someone out of two thousand dollars that is struggling with bills and not allowing a refund until rebooking and taking out 10% of the refund when I was not made aware of any of the above is a good reason to be upsetAnd I should not be put to shame that I am unhappy with the outcome of this businessI would like a full refund and then this can be a "good learning experience" for the business to make clients fully aware of what they're getting intoUnlike meWhich you can continue to blame me for not reading the website but that it not a reliable source to hold a strict policy like this.
Regards,
*** ***

The Barn at Silver Oaks Estate remains committed to its' original response regarding this issue.We have already implemented procedural guidelines that will be strictly adhered to regarding our non refundable deposit policy. All invoices and agreements will clearly state our policy, in writing.We will continue to make attempts to re-book this customer's event date and upon re-booking, will notify the customer immediately and refund their deposit promptly, minus any service charges and or fees that may apply.