Complaints

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• Initial Complaint

  Date:08/13/2024

  Type:Service or Repair 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.

  I hired AAYE for our wedding on 7/27/24. We had a few meetings before the wedding and the services provided by the company were horrible. I have MANY people who said Eddie (DJ) was the absolute worst DJ ever. I've reached out to the company (by email) and told them our reasons as to why we wanted a refund or atleast 75% refund. They did research, and won't share any phone recordings, and are going to refund $100.00.
  
  DJ vaped at my wedding, when we asked him not to.
  He didn't participate with the crowd and get them involved.
  He wore jeans when we asked him to be in nice dress slacks. Told him that the guys in the wedding were wearing dress pants and button ups.
  I asked for him to play soft music while guest were arriving and I had a certain song to be played when I walked down the aisle with my father. When I arrived at the hall, the song had already been playing. Many people said that song had just been on repeat for more than 30 minutes.
  He didn't play any songs from our must play list.
  He rushed EVERYTHING. I know we moved the timeline up by 15 minutes but that doesn't mean to rush everything. Go with the flow is what I personally spoke with him about.
  Canceled final meetings before the wedding.
  
  I've got the emails from the company with their responses but I'm not sure how to attach them to this complaint. I've asked for the company to tell me first/last names and how they spoke with the guests from our wedding and they are refusing. Business claims the privacy policy is why they can't release this information.
  
  from contract At all AAYE, we value your privacy. Any and all information that you provide to AAYE becomes the property of AAYE. Such information will not be sold and/or given to any outside party at any time unless required by court order. I'm not considered a third party so this information should be released to me. I've reached out to 15 people so far and NO ONE has heard from this company. I'm asking for a full refund and know who they spoke with.

  

  Business Response

  Date: 08/14/2024

  Hello
  AAYE Did provide services on 7/27/2024 although client say
  that the services were horrible, We did reach out to the Officer on duty that
  day, he had nothing bad to say about the service and even complimented the DJ,
  and that there was really no difference from any other DJ that he had seen
  there before! The DJ also told us that he was getting compliments at the event!
  The Client did send us an email with 8 complaints, so we did reach out to the
  venue, Officer, and the DJ at the event. (I NEVER said that I reached out to
  any guests of the event! We also found pictures on facebook of people having a
  good time! (All have since been deleted or blocked)
  We will not send any phone conversations with other people to
  her, as those are AAYE conversations and NOT with the client!
  We did offer the Client $100 refund for the hour that they
  did not use, after the officer confirmed that it was the Brides idea to end the
  event early!
  The DJ did say that he vaped outside in the smoking section as
  he is legally allowed to by Ohio Law! The police officer on site also confirmed
  that the DJ was not vaping around the equipment or inside the building! The
  venue also confirmed where he was allowed to vape and or smoke.
  The DJ did wear a nice pair of jeans as the client told the
  DJ in a message to AAYE that he could dress casual, This message did not mention
  anything about having to be a dress paints. (This conversation is documented)
  As for the song of the bride walking down the isle, We looked
  into the Playlist History report of the PC used for the ceremony, and did see
  the song played 1 time. The DJ stated that there was no direction of the
  ceremony, and one of the people in the audience told him that the bride was
  there and he started the song! According to the Playlist History report, the DJ
  did NOT play the same song on repeat for 30 minutes as she claimed in the BBB
  Complaint.
  According to the timeline that the client submitted to AAYE,
  they wanted all the formalities to happen back to back, (With one time submitted
  for all) and that is what the DJ did, having the Formalities back to back as
  per the timeline that the client submitted!
  We also matched the Playlist History report from the
  reception PC, to the Must Play list and song suggestion list, He played over
  25% of the must play list and would have played more if the wedding was not cut
  1.5 hours short!
  Yes the DJ did have to cancel the final meeting because of a
  personal matter, but he set up a meeting for the next day, and had that meeting
  with the client! There was a final meeting to go over everything!
  Yes we value everybody’s pricy, and will not give out any
  names or contact information of anyone that AAYE contacted in this matter! Again,
  nothing was said about AAYE reaching out to any of the guests at the wedding,
  that is not something that we do.
  A full refund is absurd, in the regards that the DJ did
  nothing wrong, outside of what the bride set forth for the event. We have
  already discounted this event by more than $197.50 and did not charge for
  add-on that client did not want to pay for. These additional costs were told to
  the client by email way before the event. Sometimes people just do not dance at
  weddings, it is something we see every now and then, or they wait until the
  late hours of the night! We do the best we can to provide the best services tailored
  to every event for our clients! With hundreds of events every year since 2007
  and very little complaints!
  We are offering $100 refund for the last hour that they did not receive services! 

  Customer Answer

  Date: 08/14/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Hello

  I've contacted the officer and he claims this is not the conversation he had with AAYE. He told us the complete opposite. If this is different and it is recorded then it needs to be shared. I have EVERY right to listen to the phone conversations as I am NOT a third party. Plus the officer was outside 90% of the time and wasn't even in the facility other than a few pictures / getting food / using restroom. 

  Why was the venue contacted? No one from the venue was at the wedding so they don't get a say in this. Again, I want to hear this recording. Again, I'm not a third party. These are services in regards to MY own wedding. You stated in your email that "we talked to people at the venue" that would be guest, officer and the bar tender. 

  The DJ was not getting compliments by my guests. I can have you call every person that was there AND they will tell you how horrible it was. My family was very disappointed in these services. 
  

  My husband nor I have posted ANY pictures on facebook. We do NOT even have our wedding photo's back yet. I can't help what people post/unpost on facebook. 

  Yes, after 80% of my wedding left (early) I told the DJ to cut it and go home. I was not going to sit there for 1.5 hours with someone who ran off my wedding guests. 
  

  Yes, I did tell the DJ to wear casual clothes. His attire, per YOUR website, stated suite/tie. I sent a message letting you know that he could wear something a little more casual and that the men of my wedding are wearing button ups/dress slacks. I didn't know I needed to tell a grown man to not wear jeans to a wedding. 
  

  The song was playing BEFORE I even arrived at the venue. Would you like names/phone numbers of guests to contact about this? I have a lot to support my complaints. 
  
  I am asking for a refund and I even asked for a 75% refund. Yes, you offered a $100 refund but now won't honor that because of this going to BBB. Which is complete bull because you offered this refund BEFORE i filed with BBB. 

  Yes, you adjusted the price by $197.50 because you wanted to charge me 2-3 days BEFORE my wedding. I had been telling you all that there was a chance we would get married outside. You even said it was a miscommunication, on your end, and would waive the additional charge. That has nothing to do with what I am asking for. 

  Yes he canceled the meeting because of his primary job. You were upset about that. He did NOT want to reschedule until Friday, 7/26/24. I declined that and I had to push to have it moved to Wednesday. He did not reschedule the following day.

  I want a refund for my services. I have a lot to support what happened and how horrible the services were. I'm willing to provide 3 way calls with guests from the wedding and there complaints about the DJ. I want to hear the recordings from your conversations. I already know you spoke with the officer because I am the one who told him to contact you. That has NOTHING to do with privacy. Again, not a third party. 

  
  
  Regards,
  
  
  
  **** ****** ********
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 08/15/2024

  Hello again,
  we are sorry that you still feel this way, I went over the
  Officers call again, and found the same information. When it comes to the conversation
  with others about this situation, The Police officer’s conversation with **** is Third Party! (Oxford Definition below)
  “noun
  a
  person or group besides the two primarily involved in a situation,
  especially a dispute.”
  He also stated that he was by the DJ for a little bit of
  time.
  The venue was contacted to ask about the vaping and smoking
  sections/policy, If the venue had someone there, and if the venue was cleaned
  up and such.  We did not get much
  information from them as you can see in our original response to your
  complaint.
  Again, we were told that he was getting complimented. That is
  all we can really go off!
  We did see pictures on ********, and that’s all we can
  really get from that! Not sure why people would take them down, but yes we know
  you can not control that! However the face of the matter is the we saw them and
  you obviously know about the pictures too.
  We get people were leaving, some people just come to watch
  the ceremony and eat dinner, some people choose to stay the whole time, we can
  not force nor do we promise people will stay/dance. Looking at the Playlist
  history report, it was all upbeat music, (Very Danceable) So to say that the DJ
  Ran off your guests is a bit of a fetch (As it was not in your original complaint)
  The time not used here is what we are offering back to you.
  As for the Casual wear, By this article (Article Below) Casual
  does include Jeans and Denim. We have many weddings where the client wants us
  in casual clothing and nice jeans is suitable for that! Now if you would of
  said “Business Casual” That would of included dress slacks or khakis like you described
  in you complaint that you wanted (But never asked for).
  *******************************************************************************************************************************.
  
  We are very sorry that you still feel this way about the song
  being played before your entrance, however, Our PCs are set up so that every
  song gets logged with a time stamp when it is played! These History report come
  right from the programs that we use call Virtual DJ. Please see attached user
  manual for information!
  ***************************************************************************
  
  Back in an email to *******, in October of 2023 you
  mentioned “***** mentioned that my quote may change because it was all being
  complete in one location and some equipment wouldn’t be needed.” He responded
  with “He had the right ceremony cost for the same location” The ceremony was
  NOT the same location and it was outside! When you FIRST met Eddie at the
  Bridal Expo in Cleveland, you were given the difference from a ceremony fee
  (Same Location) and a Ceremony System Different location! Of which in that Email
  in October, you knew about the extra equipment as you stated in your email to
  Brandon! It is also on the original invoice and quote. “As Ceremony fee” and
  Ceremony system has an additional system because it is not the same location as
  the reception! (Outside vs Inside / Different locations) We found this
  information after this complaint was made. ******* was setting up another show,
  and was trying to ease your mind, so that you could try and have a nice day!
  The fact of the matter is that you DID have a final meeting,
  This is really not part of the complaint and has no bearing on what is being said
  here.
  As for the refund, a full refund will not happen, as the DJ
  did show up and provided services as you confirmed in this complaint, He was able
  to get Electricity working outside from a broken outlet, with the help of your
  best man. (Against our contract) He set up two systems for the price of one. He
  had music going the whole time, confirmed by the police officer and never
  disputed by you. He was able to get all your formalities in according to the
  timeline that you set forth despite being moved up by 15 minutes! He did play dance
  music and tried to get people out on the dance floor, although you said he did
  not. The party lights were up and working according to Video posted on social
  media. You made the call to send him home 1.5 hours early, as that would be a
  breach of contract, as in the contract states 10:00pm. However we are offering
  $100 back for that last hour that you did not use!
  As far as not refunding because of the open BBB complaint,
  We stated in that email that “However, since there is an open complaint with
  the Cleveland BBB all refunds are on hold until that is resolved.”
  This $100 is still available after the BBB Complaint is
  resolved! This is something that we set in place in case we ever need to do
  more, and or less. So again, as soon as this is resolved, we will make that
  refund.