The Glass Mansion Estate

Hello Miriam, We appreciate you reaching out to us in regards to this matterUnfortunately in this situation the customer complaint is not exposing the entire issue correctlyI hope by sharing our experience that it will help to resolve this matter promptlyBelow I will list a brief timeline of events and will follow up with detailed explanations We contacted [redacted] and [redacted] to discuss the weather forecast that was proposed for the day of their eventIt was not favorable or safe to be having an outdoor event We had offered an additional nights stay ($2,charge waived, this was complimentary) as well as allowing them to move the event to the following dayMost venues would just cancel the event and have the guest choose another dateLooking back that's exactly what The Glass Mansion should have doneThey acknowledged our offer and chose to proceed forward with the event regardless of the weather(Please see attachment for text from [redacted] on this matter) Our corporate office had then declined their request due to the safety of the guestsThey were extremely persistant that the event must happen on that day regardless of the weather Corporate then proceeded to allow [redacted] and [redacted] to use the interior of the estate, since the outdoors were deemed unsafe (We have never allowed this type of setup due to space limitations and the liability involvedWe were trying to make the best of the situation due to the couples requests Our staff members followed their instruction and carried on with an event that had to be completely reconstructed within less than hours notice They had hundreds of guests within the mansion and naturally had caused damage They called the following day requesting a complimentary nights stayWe agreed to have to have them as our guests for an additional evening at no cost [redacted] and [redacted] checked out the following dayOur janitorial team took notes, photos and detailed descriptions of all damages We then sent a detailed invoice for the damages They still have not taken care of the balance owed to usWe then sent a formal demand letter, requesting that they pay the balanceWe then set up a meeting to go over the details of how we can settle this debt for May 9th That meeting has yet to take place, The main issue is that [redacted] and [redacted] feel as though they do not need to be held responsible to pay for the damages done at their event by their guestsWe respect their individual feelings and opinions with this issue but, remain confident with our decision to continue with the process of collecting a debt owed to The Glass MansionThey mention that the contract they signed is "one sided"We have rules and contracts in place to protect the estate and the well being of everyone involvedNobody is ever forced to sign any contract that they do not agree withWe feel this comment holds no solid ground, due to the fact that each guest has the right to agree or not agree with our rules and regulations of our contract [redacted] and [redacted] also claim that the damages reported had been pre-existingThat is not a true statement, if a guest sees significant damages, they would naturally report the finding to us as soon as possible, so that they would not be held responsibleWe never received any calls, emails or texts to report any damages during any portion of their stayWe keep a very detailed log book for each and every guest that checks in and outThey have referred to our invoice as "ridiculous"There is nothing ridiculous about it, this is a very serious matter for our venue and we are not taking it lightlyWe want what is fair and dueWe have been extremely patient with [redacted] and [redacted] and wish to have this matter resolved without the consequences of dealing with defamation of character due to a past guest who is not willing to pay their debtsIn the original complaint to Revdex.com, [redacted] and [redacted] had stated in their desired settlement that they would like to receive their $1,deposit backSince contacting [redacted] and [redacted] in regards to their Revdex.com complaint, they have now changed their minds and have offered us their $1,deposit as compensation for a portion of the damagesWhile that is a small positive step in the direction of paying down the debt owed, we are still not close to having [redacted] and [redacted] agree to pay what they oweConsidering the inconsistencies coming from their end regarding their complaintWe kindly request that you deny the complaintAll items of evidence to support our experience can be viewed in the attachments Sincerely, TGM Concierge

I am rejecting this response because: There are inconsistencies in the story they providedAccording to our contract there was a mandatory cleaning fee which should cover cleaning costsAs for the alleged damages, we had purchased a certificate of insurance for the day of our eventwhich should cover those costs as wellI have contacted the insurance company and filed a claim and they will be contacting their company soon

Hello Miriam, We are extremely disappointed in how the opposing party has repliedThis is definitely the unfortunate part of allowing use of your estate to a guestThey are claiming that the "story" we provided is not consistentWe are very precise with our paperwork, check in and check out process and the condition of the estateWe are beyond saddened that this couple is trying to find a loop hole out of the damage that they causedWe are simply requesting that they take care of the damages caused during their stayThere is in fact a mandatory cleaning fee as they pointed outThat fee is to cover general cleaning after an eventThey had blood/vomit and an excessive amount of cleaning that needed to be taken care ofWe were charged accordingly for the excess damages they had causedBodily fluids and blood are considered biohazardous to most cleaning companiesThere was nothing about how they left the estateWe were in utter shock to be honestWe have never had anything of this magnitudeIt was absolutely filthy, the smell and stench alone in some of the rooms had made us gag upon walking inThey had offered us to take their deposit for the damages but, unfortunately the damages amount to more than just the 1,depositThis is a luxury estate, the cost in repairs is significantAfter everything we did as a company to help them, we are shocked that they have come back as denying our statementsWe honored all of her requests and even put our estate on the line to accommodate their last minute demands of proceeding with the wedding indoors (even though we were advised to cancel due to the dangerous weather, we felt the urgency and distraught demands from the bride to go forth)We are an outdoor venue...we do not allow that many guests indoors and we trusted them with this requestWe trusted that they would care for the interior and clean up properlyInstead we had come back to a mansion full of vomit, blood, glass, garbage, and broken itemsThere were packs of superglue in the drawers that matched the broken items that were all super glued back togetherWe wish they would have been honest and told us about the damages so we could have repaired it the right wayInstead we are dealing with the botched superglued items and trying our best to make it look as it did prior to their stayThey admitted to the damages and have offered their deposit and have made a claim with the event insurance that we purchasedThis should be sufficient evidence to dismiss this claim with your officeWe have been hosting guests in the past and have had absolutely no issuesWe are very understanding and try to accommodate our guests the best we canUnfortunately these particular guests have been extremely difficult to work withWe are an honest, caring and understanding group and wish nothing more than for [redacted] and [redacted] to understand our position and where it has weakened usThey need to do what is rightWe are not here to judge or point fingers, we simply want what is fairThank you for your timeFrom all of here at The Glass Mansion The Glass Mansion Estate Monroe Ave Los Banos, Ca USA

Dear Ms. [redacted] rented the estate on 8/26/17 for her wedding. We are a private estate and are not open to the public. We run much like an Air BNB. Our contract states that the host who is renting the estate, will be responsible for all of her guests and overall event. ...

[redacted] is claiming that the mansion neglected to properly fumigate the property prior to her event. We have records with the Merced County Abatement that show services were completed on 8/25/17, the evening prior to her event. We also have our vendors come to fog the grounds the day of each event as an extra safety precaution. [redacted] is also claiming that the mansion had no running hot water or Air Conditioning, this is a false claim. There are several separate AC units that keep the house cool. All units were checked during [redacted]’s stay, by our maintenance vendor and were in working order. The estate had hot running water as well, this is another false statement. We have a check in and check out list that our cleaning/maintenance vendors go through in detail prior to any arrival or departure. We believe that the character and moral of [redacted] is not in good standing. Etuajei has been the ringleader for an online harassment campaign against the mansion on several review sites and has stated that she will have everyone she knows leave negative reviews against The Glass Mansion (which is defamation), we have sent her cease and desist demands with no response and will be moving forward to take necessary legal action against her. we believe [redacted] is not a truthful, good intentioned person. We had a handful of her vendors come to us expressing their frustrations during their time with [redacted] (actually every single vendor that worked with her, not just a few), many of these individuals felt taken advantage of. She disputed her payments with these hardworking individuals, requested free services and items from companies/vendors etc. It was apparent from the beginning that she would be a client that would do anything to get around making her due payments. She would be late for every payment there after and the mansion had to send a demand letter the day prior to her event to pay the remaining balance of her event, or we would not be renting the estate to her (all events must be paid 120 days in advance, she did not comply). One of our own coordinators actually donated over $600 of her own money towards [redacted]s event, just to ensure that the vendors hired were able to be paid. This is a classic scam and we will not be her victim. [redacted] is claiming that she suffered damages due to mosquitos. We are an outdoor space and she is the host of her event, we did our due diligence in having our grounds treating prior to her arrival. Anything related to her guests would be the hosts responsibility. It is no secret that she is very dramatic with her descriptions of her “experience”. The Mansion has zero control of nature. She claims her event was ruined and guests left early. According to our surveillance and the vendors present, her guests stayed way past 11:00 pm (events and the music are to end at 11:00 pm). Every table was full and guests were enjoying themselves. [redacted] also claims that [redacted]t fogged the interior of the hall/bar area, that is false as well. We’ve never brought the industrial fogger into a closed off room like that, ever. They actually requested that [redacted]t (our maintenance vendor) fog the bar and he had refused. [redacted] is coming up with new false information almost daily, this particular topic has ever been brought up until now. The civil codes listed by [redacted] are a pointless addition due to the fact that the mansion was fit for occupancy, and was absolutely not inhabitable. The Mansion has solid evidence of the precautions taken to control outdoor pests with the Merced County Abatement (which is shown in the attachments). This is an obvious attempt at gaining some sort of monetary compensation from this other party. Unfortunately we are in the middle of a scam and would like your help with this matter. Sincerely,   The Glass Mansion

Hello Miriam, We are extremely disappointed in how the opposing party has replied. This is definitely the unfortunate part of allowing use of your estate to a guest. They are claiming that the "story" we provided is not consistent. We are very precise with our paperwork, check in and check out process and the condition of the estate. We are beyond saddened that this couple is trying to find a loop hole out of the damage that they caused. We are simply requesting that they take care of the damages caused during their stay. There is in fact a mandatory cleaning fee as they pointed out. That fee is to cover general cleaning after an event. They had blood/vomit and an excessive amount of cleaning that needed to be taken care of. We were charged accordingly for the excess damages they had caused. Bodily fluids and blood are considered biohazardous to most cleaning companies. There was nothing normal about how they left the estate. We were in utter shock to be honest. We have never had anything of this magnitude. It was absolutely filthy, the smell and stench alone in some of the rooms had made us gag upon walking in. They had offered us to take their deposit for the damages but, unfortunately the damages amount to more than just the 1,000 deposit. This is a luxury estate, the cost in repairs is significant. After everything we did as a company to help them, we are shocked that they have come back as denying our statements. We honored all of her requests and even put our estate on the line to accommodate their last minute demands of proceeding with the wedding indoors (even though we were advised to cancel due to the dangerous weather, we felt the urgency and distraught demands from the bride to go forth). We are an outdoor venue...we do not allow that many guests indoors and we trusted them with this request. We trusted that they would care for the interior and clean up properly. Instead we had come back to a mansion full of vomit, blood, glass, garbage, and broken items. There were packs of superglue in the drawers that matched the broken items that were all super glued back together. We wish they would have been honest and told us about the damages so we could have repaired it the right way. Instead we are dealing with the botched superglued items and trying our best to make it look as it did prior to their stay. They admitted to the damages and have offered their deposit and have made a claim with the event insurance that we purchased. This should be sufficient evidence to dismiss this claim with your office. We have been hosting guests in the past and have had absolutely no issues. We are very understanding and try to accommodate our guests the best we can. Unfortunately these particular guests have been extremely difficult to work with. We are an honest, caring and understanding group and wish nothing more than for [redacted] and [redacted] to understand our position and where it has weakened us. They need to do what is right. We are not here to judge or point fingers, we simply want what is fair. Thank you for your time. From all of here at The Glass Mansion   The Glass Mansion Estate 12956 Monroe Ave  Los Banos, Ca 93635 USA

I am rejecting this response because: There are inconsistencies in the story they provided. According to our contract there was a mandatory cleaning fee which should cover cleaning costs. As for the alleged damages, we had purchased a certificate of insurance for the day of our eventwhich should cover those costs as well. I have contacted the insurance company and filed a claim and they will be contacting their company soon.

Hello Miriam, We appreciate you reaching out to us in regards to this matter. Unfortunately in this situation the customer complaint is not exposing the entire issue correctly. I hope by sharing our experience that it will help to resolve this matter promptly. Below I will list a brief timeline of...

events and will follow up with detailed explanations.  1. We contacted [redacted] and [redacted] to discuss the weather forecast that was proposed for the day of their event. It was not favorable or safe to be having an outdoor event.  2. We had offered an additional nights stay ($2,500 charge waived, this was complimentary) as well as allowing them to move the event to the following day. Most venues would just cancel the event and have the guest choose another date. Looking back that's exactly what The Glass Mansion should have done. 3. They acknowledged our offer and chose to proceed forward with the event regardless of the weather. (Please see attachment for text from [redacted] on this matter) 4. Our corporate office had then declined their request due to the safety of the guests. 5. They were extremely persistant that the event must happen on that day regardless of the weather.  6. Corporate then proceeded to allow [redacted] and [redacted] to use the interior of the estate, since the outdoors were deemed unsafe (We have never allowed this type of setup due to space limitations and the liability involved. We were trying to make the best of the situation due to the couples requests.  7. Our staff members followed their instruction and carried on with an event that had to be completely reconstructed within less than 12 hours notice.  8. They had hundreds of guests within the mansion and naturally had caused damage.  9. They called the following day requesting a complimentary nights stay. We agreed to have to have them as our guests for an additional evening at no cost. 10. [redacted] and [redacted] checked out the following day. Our janitorial team took notes, photos and detailed descriptions of all damages.  11. We then sent a detailed invoice for the damages.  12. They still have not taken care of the balance owed to us. 13. We then sent a formal demand letter, requesting that they pay the balance. We then set up a meeting to go over the details of how we can settle this debt for May 9th 2017. That meeting has yet to take place,   The main issue is that [redacted] and [redacted] feel as though they do not need to be held responsible to pay for the damages done at their event by their guests. We respect their individual feelings and opinions with this issue but, remain confident with our decision to continue with the process of collecting a debt owed to The Glass Mansion. They mention that the contract they signed is "one sided". We have rules and contracts in place to protect the estate and the well being of everyone involved. Nobody is ever forced to sign any contract that they do not agree with. We feel this comment holds no solid ground, due to the fact that each guest has the right to agree or not agree with our rules and regulations of our contract. [redacted] and [redacted] also claim that the damages reported had been pre-existing. That is not a true statement, if a guest sees significant damages, they would naturally report the finding to us as soon as possible, so that they would not be held responsible. We never received any calls, emails or texts to report any damages during any portion of their stay. We keep a very detailed log book for each and every guest that checks in and out. They have referred to our invoice as "ridiculous". There is nothing ridiculous about it, this is a very serious matter for our venue and we are not taking it lightly. We want what is fair and due. We have been extremely patient with [redacted] and [redacted] and wish to have this matter resolved without the consequences of dealing with defamation of character due to a past guest who is not willing to pay their debts. In the original complaint to Revdex.com, [redacted] and [redacted] had stated in their desired settlement that they would like to receive their $1,000 deposit back. Since contacting [redacted] and [redacted] in regards to their Revdex.com complaint, they have now changed their minds and have offered us their $1,000 deposit as compensation for a portion of the damages. While that is a small positive step in the direction of paying down the debt owed, we are still not close to having [redacted] and [redacted] agree to pay what they owe. Considering the inconsistencies coming from their end regarding their complaint. We kindly request that you deny the complaint. All items of evidence to support our experience can be viewed in the attachments.   Sincerely,  TGM Concierge

Dear Ms [redacted]This particular couple has breached their contract with The Glass Mansion and therefore are reaching out in retaliation and anger to make false claims against The Mansion Unfortunately when dealing with many guests throughout the years, not each and every guest that rents the mansion...

will be 100% satisfied or will follow their signed agreements with TGM. This couple in particular was very aggressive and demanding from the very beginning and it did indeed cause a slight strain on the relationship between the coordinators and themselves. After their initial booking the following day they had called The Mansion and requested an unreasonable amount of items to be done in order for [redacted] to feel "better". We never like to be put in a position of having to explain a guests character in a negative light but due to the false complaints, we have no choice. It's truly key to understanding why this particular couple is making these false accusations. [redacted] has been extremely stressed, aggressive and highly dramatic from the very beginning and would often send lengthy emails weekly repeating the same questions that had previously been answered and demanding things that simply were not allowed, treating our coordinators as lower class individuals We deal with many brides and grooms of all levels and we can confidently confirm that the listed characteristic above were extremely difficult to deal with through the entire process. Treating our coordinators as slaves with constant verbal put downs and telling them to "do their job" and pushing threats to get back to them within certain time frames. We gave our all with this couple continuously and were unable to bring them to a positive satisfied state We had gone above and beyond to accommodate every request they had and more. She has even gone to the lengths of accusing the rental of the mansion as the culprit to her mental health issues with her Dr. visits and medications. We allowed her to bring in outside vendors (such as trapeze artists, ballroom dancers bubble girl who was located in the pool), all of these things are a huge liability, but due to her demands, we went ahead and allowed the activities We allowed multiple complimentary visits and even hosted her family for a secondary formal viewing. We gave them huge discounts and covered many costs ourselves, in order to keep [redacted] pleasant. Sometimes couples can over spend for their event and it can cause tension for everyone involved and they will take those frustrations out on the venue or vendors. At one point [redacted] had contacted us complaining of [redacted] overspending and extravagant plans, most of his calls/texts were based on stress due to their financial situation.We had no way to respond because it is an uncomfortable issue to be put in the middle of. Personal finances are a private matter and it's just simply not our place what they had decided to spend their money on. They would remind us constantly of the amount of money they were spending on outside vendors and would relay that stress upon our coordinators. Some of their complaints can easily be addressed. Their accusations of the flowers being from "Safeway" is impossible. All of our wedding floral is ordered from Fremont Flowers located in Fremont, CA. They are professional and in high demand within the Fremont area. We have never had complaints from any of our guests in regards to the floral they have provided in the past. It wouldn't make financial sense to go with the florist from Safeway, their prices are not wholesale. We only deal with professional wholesale vendors for our items ordered for weddings. On occasion our coordinators may bring in some fresh floral on their own to add some freshness to the kitchen and bathroom areas and in that case it's just a kind gesture and should not be a complaint. The linens she is referring to, these were specially ordered brand new just to avoid any issues or complaints from [redacted]. Any linen regardless of brand new or not, would have fold lines that release within hours of being set on the table. The tables they claim as "plastic" are wood. We don't have plastic tables, the tables for her event were brand new and specially ordered for their event. They are 66 inch round heavy weight wood tables, so as far as her complaint of "plastic" tables, this is simply impossible. The couple still has a balance due to the mansion, as far as her complaint in regards to the deposit, this would not be true. They had a separate event without our knowledge with approximately 100 guests and were charged for that event accordingly. We have photos/texts confirming this additional event. Overall we feel we have been victims of their manipulative practices and with to only receive what is due to us and for the false claims and defamatory comments to stop. Thank you for your time with this matter.Sincerely,The Glass Mansion[redacted]