Complaints

• Initial Complaint

  12/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 26th my fiance and I booked a tour to see Nostrano Vineyards as a possibility for our wedding venue. We liked Nostrano a lot but it was our first tour and we wanted to look at other options before making a final decision. Seventeen days later on March 15th Nostrano emailed us telling us another couple wanted our date and we needed to let them know otherwise they will make the date available for others to book. We felt extremely rushed and stressed but did not want to lose our date at this venue incase we didn't like the other venues we were planning to look at. On March 16, 2023 we put down a $2,187 deposit to hold our date for our wedding at Nostrano Vineyards. After we met with Nostrano's preferred caterer for our tasting on May 23, 2023 we found out about all the hidden costs: rentals, food, and beverage costs were extremely high and way over our budget. We unfortunately had to cancel our wedding date with Nostrano and find a new venue. We cancelled on July 1, 2023 giving them 1 year and 2 months notice. Nostrano told us if they re-book our date they will give us our deposit back. We found out that Nostrano was able to re-book our date for a wedding on August 31, **** and when we reached out to ask if our deposit could be returned they told us it is not feasible because business is down 50% Although we understand the business may be slow, our cancellation does not affect them financially as they were able to re-book this date. At this time they have doubled their profit and refuse to be amicable and refund us after they agreed this would be the case as long as the date was re-booked. We are hoping to find a resolution as we also have financial obligations. We are a young couple who work very hard and are paying for our own wedding and planning to buy our first home together. We would appreciate your assistance in this matter. Thank you in advance.

  Business response

  12/21/2023

  Hello,

  Would be interested in speaking with a representative who may be provided with the clients countersigned contract and full correspondence between our business and our catering partner. 
  

  please call me at **********. 
  

  best,

  *************;

  Customer response

  12/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  We have not been refunded our security deposit while they have re-booked our wedding date and received a new payment for their services. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** 
  
  
  
  
   
  

  Business response

  12/22/2023

  In reference to the above subject line Complaint Number we are providing additional information in response to the Complaint regarding a fully executed Client Agreement stating former clients non-refundable deposit.

  
  The former Wedding Clients visited our Vineyard & Farm Venue for a tour on February 26, 2023. They had a conference call with our Catering Partner on March 5, 2023 and on March 15, ********************************************************************************************************* the same date (their contracted wedding date fell on Labor Day Weekend). We provide a first right of refusal. Thereafter ********************* & *********************** requested a Client Agreement to contract their desired wedding date of August 31, 2024.

  Two+ weeks after they visited the venue. 

  
  The following attachments are also included

  he following attachments are also included:

  1-Client Contract Agreement countersigned stating a 25% non-refundable deposit which cannot be used towards any other product or services.

  2-IMG_1323 Correspondence with Catering Partner to review initial information and costs associated with contracting their catering services on February 28, 2023.

  3-IMG_1326 Correspondence with Catering Partner and former Client regarding the Venue scheduling a phone conference to review all costs and details associated with the menu, offerings and rental costs. February 28, 2023

  4-IMG_1327 Correspondence with Catering Partner and former client providing the full breakdown of food & beverage menu with associated costs. March 8, 2023. One week prior to signing the Client Agreement with our Vineyard & Farm venue.

  5-IMG_3057_March 15, 2023 Former Client Requesting to contract their specified wedding date.

  5-IMG_3055 ********************* & Bleron Pjeca RSVP to an Open House at the Venue where they met with our Catering Partner on May 7, 2023

  6-IMG_1325 Further information provided after the Open House regarding costs based on the former client's requests. Email correspondence on May 31, 2023.

  7-IMG_3059_Confirmation of requested date stating the off-peak venue fee (30% less than the peak venue fee and a 10% off).

  8-IMG_3061_Former Clients cancelling their wedding date on July 1, 2023.

  9-IMG_3063_Reponse stating the contract terms and that we would consider refunding the deposit also stating that we would apply the deposit paid  to another service provided by Nostrano Vineyards in the form of hosting a separate event at the venue (bridal shower, baby shower, rehearsal dinner). Correspondence took place on July 5, 2023.

  10-IMG_3065_Response provided to former client on December 17, 2023 re-stating the contract terms and reconsideration of a refund as not feasible to the business.

  
  It was never stated that as long as the date was re-booked Nostrano Vineyards would refund the deposit. It was stated that it would be considered. Not only have we been amicable by providing a first right of refusal and losing the other prospective clients interested in their contracted date, we have been amicable in offering to use the deposit for another event at the Venue. Nostrano Vineyards made this offer on two occasions. In the email on July 5, 2023 and again in an email on December 17, 2023.

  
  The basic principle of a non-refundable deposit in any contract is to obtain payment in advance to avoid a future loss if the client simply changes their mind and as a small-agritourism business Nostrano Vineyards is no different in requiring this in a contractual agreement. As suggested in the Compliant; Nostrano Vineyards did not "double their profit" as revenue is not considered profit firstly and secondly Nostrano Vineyards was contracted for a wedding date and provided the time and resources for venue tours, appointments and email communication with paid employees of Nostrano Vineyards which are billable hours for services provided. 

  
  Nostrano Vineyards stated that in addition to having considered refunding the former clients deposit it is not feasible to the business for several reasons including but not limited to decrease in venue bookings, lesser retail sales and visitation due to heavy rainy season for agritourism.

  Yes, it was considered and unfortunately Nostrano Vineyards is not in a position to provide a refund for the non-refundable deposit; as stated in the fully executed Client Agreement.
  
  Nostrano Vineyards is happy to apply the deposit paid towards another event at the venue and we look forward to resolving this matter.

  
  Thank you for your time and please use the below number to reach me personally by phone.

  
  ********* 

   

  Customer response

  12/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  We understand what the contract reads, we are more concerned about your business practices and how we felt cheated as customers. Answering emails during business hours is a stretch, that's how a business operates. The open house was available to the public, which by the way, was underwhelming and gave us no sense of how a wedding would look there. No arrangements were set up, besides a few vendor tables, and everything was left to the imagination. 

  
  What we didn't know coming in was how little Nostrano offers for weddings. Everything from the silverware, to chairs, to high chairs, plates, tent, everything is out of pocket rentals and upon realizing how little a wedding venue provides for a wedding, forced us to reconsider. We loved the property, and everyone who helped us, but all of this needs to be made more clear. 

  
  We have since reached out to other wedding vendors who have been amazing and transparent with all costs and what to be expected for the special day. You want to take our money, fine, but just understand how much this day is supposed to mean for us and offer your future clients more transparency.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

*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. ↩