Yosemite Weddings

Initial Business Response /* (1000, 9, 2015/06/15) */
Thank you for the opportunity to respond to the concerns of our above referenced client
We have celebrated weddings and other very special occasions with literally thousands of people in and around Yosemite for the past yearsOur efforts
are always to provide high quality services for all of our clients
In the information that we send to all of our clients PRIOR to their choosing to enlist our services (including to the above client), we tell them that our "Event Packages include our services and products onlyThey do not include other items such as...any park entrance fees or permits...." AND that"A wedding permit issued by the Park Service (usually $150) is handled by the Park Service directly with the couple...."
While we can offer guidance to our clients relative to the permit, the client makes arrangements directly with the Park Service for their permit, per our initial information(In an unusual situation, like with the above client's last minute concern, we can provide further help in their obtaining the permit.)
When the above client made their reservation with us, they acknowledged that they had read our initial information, including our cancellation arrangements, and that it was all acceptable to them
Unfortunately, it was not until a week before their scheduled wedding that the client reviewed our information and attempted to call the Park Service office to obtain a permit ~ which they tried to do on a WEEKEND when that office is closedThe client called us and then emailed us, stating: "Looking over the process and paperwork, I see that we missed the piece about coordinating directly with the park for the wedding use permit."
Someone was at our office all day to receive phone calls, and we did receive four (4) calls from the couple that Saturday(NOTE: We see on the Revdex.com Revdex.com form that the client has listed an INCORRECT phone number for us, (XXX) XXX-XXXX, which is NOT our phone number, nor is it one that we ever gave to the clientPerhaps that is the reason no one answered some of their calls.) In our correspondence with clients, we provide our office number (which has an answering machine and also rings at our home), as well as our home phone number, so that we can be available to our clients as much as possible
In the client's call that day ~ Saturday, May 30th (the week before their wedding) ~ his INITIAL phone request was for information regarding both a "wilderness" and a wedding permitOf course, he did NOT need a wilderness permit, only a wedding permit (per our initial information)
In the same above referenced email from the client that Saturday, the client also noted with regard to the permit office, "The park number associated with that form does not have anyone answering the line at current hoursPlease call me back soonest." We are typically available to talk with clients on the weekend (when the Park Service office is closed)A message was conveyed to our staff person who could best assist them relative to the permit; that staff person then called the client between weddings that VERY SAME DAY, telling him that we could help them with their permit on Monday when the Park Service office was open
The client told us that they didn't want our help with the permit, that they were not going to have their wedding in Yosemite, and that instead they were going to have their wedding at Tahoe, and had booked it thereThey said they wanted a full refund of the fee paid for our services
The next morning, Sunday, we called them again, per their request, and left a message for themThe bride called back later that day, declining our offer to help in obtaining their permit, and wanting a full refundWe see on the complaint received from the Revdex.com that the client would now like a full refund "or at least half of our payment." Our cancellation policy (given in our initial information to the client), to which they had agreed, is that, "If a cancellation is received less than days before the scheduled date, none of the fee is refundable."
Thank you again for the opportunity to respond to the client's complaint