Complaints

• Initial Complaint

  11/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In November 2019, we contracted for a celebration dinner in November 2020. We paid a deposit of $2000 to secure the venue. The Pandemic happened. We requested a refund in May 2020, when it was clear that the Pandemic would not be over by November 2020. Martin’s refused, noting they would hold our deposit in escrow for use after the Pandemic abated. We were disappointed but decided to wait. We were not comfortable scheduling this event until March 2023. When I reached out to Martin’s, I was told that the deposit had been forfeit. I showed them correspondence, reminding them of their promise to escrow the monies for our future use. I then began talking about the event with a Martin’s rep. She sent me the Proposal (attached). Some weeks later, she advised that an additional deposit would be required. Please note that the (original) $2000 deposit is showing on the proposal. No additional deposit requirement is noted. We are not paying them another dime. The demand for an additional $2000 is outrageous and violates the terms of our agreement.

  Business response

  11/10/2023

  We would like to address the allegations made by the customer in their complaint to the Better Business Bureau and provide the following factual information:

  1.) During the COVID-19 pandemic, Martin’s Caterers extended the option to clients with events scheduled during the pandemic to cancel their functions waiving the penalty specified in our contract terms and conditions.
  2.) In the case of the *** ********* ******* ******, their event was scheduled on 11/5/20 and was not within the time frame of mandated venue closures. Following the state of Maryland and CDC guidelines, in September 2020 when the client requested cancellation of their upcoming event, Martin’s was fully operational and hosting events. Our spacious ballrooms could provide adequate space for social distancing for *** ********* ********* contracted minimum guest count of 125 people.
  3.)  As a goodwill gesture, even though the client’s 9/10/20 request to cancel and 11/5/20 event dates were both outside the timeframe of mandated venue closures, we waived the standard cancellation policy as outlined in our signed contract terms and conditions and offered to hold the deposit in escrow for future use towards the final balance of a new event.
  4.) The client's claim that we refused to allow them to use the funds held in escrow is inaccurate. Our standard business practice requires clients to provide a new deposit when booking a new event. The funds held in escrow can be applied toward the final balance of the new event. This policy applies consistently to all clients. Furthermore, this policy ensures that the client does not lose their money despite the fact they canceled their original contract.
  5.) On 11/8/23, our Company President, Wayne *******, and our Executive Vice President of Operations, Chris *****, had a phone conversation with Mr. **** to explain these policies. Unfortunately, Mr. **** declined again to accept the explanation and ended the conversation abruptly.
  6.) The requirement for a new deposit when booking a new event is an integral part of our business model and is required of all customers. This practice safeguards our ability to reserve event dates and spaces. Without securing a new deposit, we risk holding event dates without the guarantee of recouping lost revenue in case of cancellations that are not due to catastrophic occurrences.
  7.) In the email dated 10/31/23 and attached to Mr. ****** complaint, it was claimed that the proposal indicated that no deposit was required. However, our proposals and contracts consistently include a line at the bottom indicating the minimum deposit of $2000. Furthermore, our contracts' terms are clearly stated on the back of proposals and contracts or as a separate attachment, explicitly stating that a deposit is required to book an event, and specifying the consequences if the event is canceled. Martin’s requires all contracts to be signed on the front and back to acknowledge acceptance of all contract terms and conditions along with the date, time, and pricing details of the event.
  8.) The Martin’s representative who has consistently worked with the client for their original event and for the proposed new event has provided an email from 8/7/23 where Mr. ****** **** was informed of our policy including the need for a new deposit to book their event.

  We hope this information clarifies the situation and demonstrates our commitment to fair and consistent business practices. We appreciate your attention to these facts. Please do not hesitate to contact me if you have any further questions or need any additional information.
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩