ComplaintsforMartin's, Inc.

• 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.
  

• Initial Complaint

  06/30/2021

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  My wedding day May 22, 2021 was not what I was expected by Martins West, when I arrived to Martins West I had to look for my Bridal Host once I found her she was not helping to me very unprofessional her name is Donna she was standing around looking not offering assistance or making sure that everything was running smoothly. Donna allowed my guest to walk outside with the photographer while he was attempting to take pictures. I insisted on reminding Donna to please make sure that the guest is seated. My steak was extremely salty I was only given water and a coke to drink. Martins West has really gone downhill and should be closed down I was not happy at all with the service. I was informed by Cindy that my D.J would receive assistance from the Manager, this did not happen my first dance was not played on time, the wrong song was played, which was so embarrassing to my husband and I. We need a full refund the price and quality did not match up. We had to look for staff for help all day.

  Business response

  09/30/2021

  Business Response /* (1000, 5, 2021/07/08) */ The customer never mentioned any issues the day of the event, regards to service or food quality. The only food item she mentions in this complaint is HER steak, no other food items served to her 50 guests was an issue. If she would have mentioned her steak was salty we would have gladly prepared her another steak. The DJ was contracted directly through the customer therefore any issues with the DJ playing wrong songs is not the responsibility of Martins. The Banquet Manager did coordinate with the DJ during the entire event. The Hostess (Donna) was at her side the entire evening. Our staff cannot "police" the guests and instruct them to not walk out of the ballrooms and/or outside. We would be happy to discuss any issues directly with the customer. Again, we were never contacted by the customer the day of the event or afterwards. We ask the customer to contact Wayne R******* Executive VP if she would like to discuss her issues Consumer Response /* (3000, 7, 2021/07/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Martins West response should have been an apology, or at least acknowledging the customer experience there. By the time I located Donna to inform her about my steak my other food was cold and it was time for the bouquet toss. Donna was not with me the entire time. Do not challenge my integrity I wouldn't lie about this. Cindy informed myself and my Aunt several times that the manager would assist the DJ as a host. Is this not true? If I knew that Cindy was not telling the truth about this I would have also hired a host. It was my understanding that the manager would also seat guest and ensure guest were being seated I guess it was a free for all. Martins West was short of staff this evening and it clearly showed. The fact that you guys are not taking ownership is making my stomach turn. The bridal room was dirty, the staff were not easy to locate, unprofessional, disorganized etc. I am not going back and forth with this we are requested a refund the check can be sent to the address on the contract. Business Response /* (4000, 12, 2021/07/27) */ Martin's was not short on staff; we had 6 staff for an event with 50 guests Video tapes were reviewed; the staff executed what they were supposed to do DJ was informed by the Manager of procedures - customer hired the DJ I called the customer and spoke to her twice, she did not want to speak to me. She did not like my response to your inquiry Customer never informed anyone about steak the day of her event, she told me all dinners were terrible when I called her Our Manager went to every table after dinner was served and he did not receive any complaints from her guests We do not police guests if they are not seated, want to go to the lobby or if they want to go outside Copy of her signed contract is attached Consumer Response /* (4200, 18, 2021/08/13) */ Hi I would like to dispute this and go forth with the next level. Thanks

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