Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used Vision Events Studios to plan a proposal event and booked a photographer (Golden Hour Photography) through Vision Events for $650. I ended up needing to reschedule the date and the photographer wasn't available on this date and agreed to provide a refund of the amount. I've yet to receive the refund and the company hasn't responded to my communications on when the amount will be refunded. It has now over two months and I still have yet to receive the refund.

  Business Response

  Date: 02/17/2023

  This issue has been resolved I have attached the email from the client confirming the refund has been received. 
  
  
  I also attached an email from my employee that outlines how this unfortunately has occurred. 
  
  
  As the owner I was hospitalized for potential mini strokes and she had no access to our financials.
  
  
  This was not something we were aware was in any way seen as non-communicative as my employee has been in communication the client up until the point of my health issues. 
  
  
  As I said this is not typical,  this was a reschedule situation where the client rescheduled and the vendor was not available as the client stated. 
  
  
  We had to wait from the vendor and then issued a refund which the client never received, it wasn't until 1/5 that we received an email from the client stating he had not received the refund. 
  
  
  When we received the email correspondence through the BBB I forwarded it onto my employee as I was still out of work.
  
  Within 24 hours of receiving the complaint we issued the refund.
  
  
  I emailed the client and he confirmed that he has received the refund. 

  Customer Answer

  Date: 02/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/14/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *************************** contacted VISIONS Event Studio with the intent of obtaining proposal services. In the initial lengthy discussion, ******************** explained his vision and his budget in great detail. They agreed to meet his vision at a budget of $1500. They also indicated that I needed a $500 deposit to continue the discussion.***** promptly and in good faith sent you a $500 deposit. When ***** received the quote, he was surprised to see that the cost for his stated vision was double what was agreed upon by the two parties in the initial call. They then stated that if he wanted to get to his budget, you would have to significantly reduce the proposal structure. When ***** explained to them that the reduced budget would not allow him to realize the mutually agreed upon vision, their response was that the deposit was non-refundable.If Visions Event Studio is not able to provide the promised services at the budget previously agreed upon, ***** has no issue with walking away in good faith. Paring the proposal back did not solve the problem, but only left the proposal with substantially less than was originally agreed-upon. This has certain, if not all, of the characteristics of a bait and switch and, as it played out, was deceptive.There was no language about a cancellation policy leading ***** to believe that he could get the $500 back since the $500 was to be put towards the scope of the proposal. Since there was no proposal then the money should be refunded. Visions claimed they were owed the money anyway for the work they did in putting together the proposal. My argument is that is just the cost of doing business when trying to obtain a new client. At no point was the non-refundable $500 ever mentioned to be for just putting the proposal together before we even entered a contract.This is a deceitful business practice and I ask that my $500 be returned to me.

  Business Response

  Date: 09/25/2022

  To Whom It May Concern,
  
  
  I've never had a complaint against me with the BBB so I apologize in advance in my response is not exactly what you are looking for.  Please let me know if you need further information and I will get it to you as soon as possible.
  
  
  I have to say that I'm really disappointed that we have arrived here, I have tried my absolute best to resolve any concerns that ***** has brought to my attention in a professional and prompt manner with the hopes that we would be able to move forward with servicing him as a client.  One of my email correspondents expressed that desire very clearly.  To serve him to the best of my ability. 
  I have attached the response email to *****' lawyers letter that goes into detail into all that we did to serve ***********
  
  
  Unfortunately, our communication between us did not resolve the concerns he has and I can only imagine how frustrating that can be for him. 
  
  
  We have a non-refundable deposit, which is an industry standard in dealing with design elements. This was communicated multiple times during our first hour-long consultation to see if we were a good fit for what ***** was looking to do for his proposal.
  
  
  The invoice clearly states the non-refundable deposit which I have included for your review. There is no place where this was refuted or objected to and he agreed to the terms and paid the invoice. 
  
  
  We are very clear with our process with our clients and as with all of our clients, we understand that budget is a big factor in making a decision to hire a professional to help plan their proposal. We work with all our clients within their budget, guiding them through the process to allocate funds to get the most impact. 
  
  
  We had served ***** in many ways over several weeks for his proposal design service with multiple phone calls, multiple emails as well as an in-person site visit in which upon arrival ***** was discussing options that more than doubled the vision we had originally discussed weeks before. 
  
  
  Upon returning to the office I sent ***** over a quote for the exact requests that he made in the in-person visit as well as created a screencast for his review so that he could see where I thought he might want to cut some items as I was concerned that the cost was more than he wanted.  
  
  
  Upon receiving the quote he emailed me and we immediately jumped on a call to discuss the quote that was not the original vision we discussed.  I walked him through all the things that he had added and why it was double in cost and again gave my expert opinion on where I thought we could cut to fit the budget or go back to the original design concept itself. 
  
  
  He asked me to send a revised quote that was still over the original budget, this was with all of his revisions that we verbally went over, and said he would think about it and get back to me. 
  
  
  Shortly after I received an email asking if he could provide 6 floral arrangements and lanterns himself.  
  
  
  We have a very strict policy that we do not allow clients to bring their own inventory, this has been established to protect our own inventory as well as to keep the entire process streamlined and cohesive the day of. 
  
  
  I explained that would not be possible and again gave more options of how we could achieve the new vision for less. 
  
  
  It wasn't just the phone calls, email correspondence, and site visit that was allocated to *****' project but I put my very best efforts into serving him along the way to ensure he got what he wanted even with doubling the vision.
  
  
  I was very shocked when on the same day within hours of meeting in person and him being very excited he emailed and stated that he would not be moving forward with us and that he would like his deposit returned.
  
  
  I unfortunately will not be refunding *****' non-fundable deposit as it's non-refundable and clearly stated he knew this before he agreed to work with us. 
  
  
  It's very disappointing that we were not able to come to an agreement to help with his proposal as we were very excited to help him with his vision but it was also disappointing that we had put in so much work and then some and to be called a bait and switch and all of the accusations it's just not true of how we do business. If you read our reviews on ****** you will see all of our clients saying the same thing that we go over and beyond for them.  Our goal is for our clients to have a sense of relief, feel no stress and enjoy the process of planning their proposal no matter if they have a $1000 budget such as ***** or a $10,000 budget.  How we serve our clients is the same for all, we love what we do and we feel honored to be apart of their special day.
  
  
  I hope you can find the truth within the words I have expressed as well as the attached reply to the demand letter.
  
  
  I patiently wait for your response.
  
  
  
  
  
  
  --
  Warm Regards,
  *****************************

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 18025209
  
  I am rejecting this response because there are so many inconsistencies and falsehoods in the company's response that I don't think it would be productive to even address each and everyone of them. The fact that this company posts fake 5-star reviews on ****** including one right after I submitted my BBB complaint that directly addresses the concerns that I have expressed on here epitomizes the type of company this is. It's a shame that they care more about $500 than their business reputation. I expect to be reimbursed for the bait and switch sales technique as I would rather not take this legal matter to court, but will do so if needed. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/10/2022

  I'm appalled by the continuous slander and lies that ***** claims not only against me as a person but my business as well.
  
  
  My request is that *************************** immediately removes the two reviews that were made by his girlfriend's account on our Visions Event Studio ****** account as he clearly just admitted are his own. 
  
  
  The fact that he used his girlfriend's account and not his own shows his intent to be deceptive. 
  
  
  I have replied to that review and never received a comment back. 
  
  
  As a business owner not only is ****** my number one source of how clients find me because I have never paid for one ad in the 12 years of business but as a small business, it is where all potential clients go to get a feel for what experience they would likely have if they book with us. 
  
  
  The slander and lies are affecting my business as we have had a steady decline in inquiries since his fake review.
  
  
  The lies and slander against my business not only on the review but within this complaint are absolutely untrue. 
  
  
  As I have said can prove that is is a non-refundable deposit and that he did not refute it but went ahead and paid the invoice.
  
  
  I have hours of work logged for this client and can prove this within my project management system. I have pictures that I took while at his property that prove the in person consultation.
  
  
  I have emails that proves that I was concerned about the budget and gave my professional advice on the budget and how what I think would be best to move forward with his new vision.
  
  
  I still have our original call log, the original texts that shows the ideas and concepts that we spoke on at first and then of course I have the updated vision that he gave in person with the quote I sent him hours later. I have the revised quote that he verbally went through with me and asked for me to send over.
  
  
  This is all the truth and I can back it up with concrete evidence. 
  
  
  I can prove that I never did any that he is accusing me of, he can not however prove his lies, malice or slander of bait and switch or any of the other lies.  
  
  
  I gave him exactly what he asked for in the in person meeting which he doubled the vision. I have my assistant who was present to testify to what was discussed. 
  
  
  Nothing I have claimed is false or not backed by evidence, everything that ***** has said is slander, lies and manipulative words to get his $500 back.
  
  
  I have included his girlfriend's account review that he has again admitted was his own, to show his deception. 
  
  
  The fact that ***** is accusing me of falsifying reviews is where I absolutely draw the line. I do not lie, and will not accept his defamation of character per se any longer.
  
  
  I have also included screenshots of my clients' review that is right after his that he is lying and accusing me with malice intent and ill will that it is in fact a fake review.
  
  
  To accuse something of such deception is beyond what I can comprehend.
  
  
  *********************** is a client of Visions Event Studio, I have included the screenshot of his review so you can read it, his contract as well as the screenshot from our project management system of when he signed the contract.  His emails where he asked us where he could leave a review as well as a link to his full gallery of images of the riverfront proposal we did for him.
  
  
  I'm sure ***** would be more than willing to give an account of his review as well as his service he received from Visions if you need to reach out to him.
  
  
  But again, this has to stop, ***** is affecting my reputation with lies and slander and deception and I am asking that he adheres to our agreement of a non-refundable deposit, removes all false reviews from his girlfriend's account. 
  
  
  That is my response and my clear request.

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18025209
  
  I am rejecting this response because at the risk of being redundant, I would like to simplify the situation. Visions and I had a detailed discussion of my vision and we agreed to a price point. When Visions came for the walk through to discuss my vision, they provided the very basic concept of flower and candle locations, but never informed me that the cost would double until they sent me the invoice. It was a classic bait and switch.

  Separately, I am not sure why the vendor is making the assumption that someone I know posted a comment, but here are the facts: I posted my terrible experience on ******* and Visions promptly had it removed. Another person posted a negative comment and the vendor falsely stated that they never had a client who had a bad experience. I think this simple example clearly shows how this company has decided to operate.

  My litigation attorney has indicated that the number of hours that this company has clearly spent trying to hold onto $500 speaks volumes. 

  So at this point, either they rightfully return my $500 and course correct their reputation management or we let the courts decide the fate of the situation because the $500 means that much to them.  

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