amandahoerauf wrote on 06-04-2012

Appalling Customer Servicve

When we began finalizing plans I started emailing Cass with questions, he was less then helpful with short responses. When we gave him the time for our ceremony/reception he responded saying we were wrong and should do it at a different time which was inappropriate when no suggested times were given.When we started planning our rehearsal/rehearsal dinner (which is traditionally done the day before the wedding) we were told that another couple may possibly be reserving that day. After some waiting, nothing had been finalized and so we began to pursue it further. This was crunch time and as we booked our event with them in July the year before we felt we should have been given first choice and better treatment, not the couple trying to book an event less than a month away. I was told we would have yet another coordinator for the event and was irritated that our event was being thrown to someone else again, I asked for this person’s contact information and was told that it wouldn’t be available until the week of the wedding. That’d throw any sane person into stress overload. After being denied we went to the office and received the information from a VERY helpful man, Grant, whose wonderful customer service truly saved this business transaction. After more silence, I contacted the onsite coordinator, John, who also told me that there was a possible event pending. At this point we took our problems to the CEO Gordie. We left him a very frustrated message explaining our aggravation with Cass’ poor customer service and our desperation at the impending deadline for the rehearsal (Final plans wer waiting on this). We never received a call back so went back to the office to try and resolve the issue. Cass was the only one in the building and we told him we needed the day reserved and suggested they tell the other couple that time was up as they had someone else waiting. We expressed again our frustrations and he got incredibly aggressive. He threatened us saying we had no right to call Gordie and complain, our opinions didn’t matter as they’ve been in service 31 years and one customer’s complaint wouldn’t affect them. He snidely asked why we picked them if we’re so displeased and we explained we were forced to use them since their contracted with Stony. He said ‘if you’re not happy, there’s the door’. There was no way we could cancel a couple weeks before our wedding and not drown trying to find other available vendors. So we stuck it out, went up to Stony and paid yet another $600 rental fee and fixed the issue ourselves with absolutely no help from Kosch. From this point they did give us the Bridal Lounge and fabric lining in the tent for free as an attempt at consolation but it was made clear it was only because they were using our event as a sales pitch. We have now found that they took pictures of our decorations and are using them for promotional causes on their website without our consent, they did not provide the decorations. Once we were able to work with John and Tom the week of the wedding, things went more smoothly and the event went great. The food was delicious and the service was good. It was hardly enough to make up for the offensive customer service experience but enough to ease us the day of. The stress this situation caused was unnecessary and their lack of appropriate solutions was not acceptable for an important event such as a wedding. We will never recommend this business to anyone and have been advising our friends and family to avoid them at all costs. They made it clear they just want your money and could care less about your event and how you want it, their prices alone accurately support that. Should you use them, I wish you luck, tread lightly and stay strong!