Complaints

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• Initial Complaint

  Date:10/31/2022

  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 am reaching out pertaining to an appointment that my wife and I have scheduled with Board and Brush in the ******** ******** ** location. I want to say first of all the staff at that location is very difficult to work with and very rude. My wife and I scheduled an appointment to do a project together which we were told it would be $78 and we could both do it together so we scheduled it for 9-23. We spoke to Cameron about this issue who is the store manager. As the time approached we saw that it was scheduled for 3 hours so we called and asked why that was (figuring we would get done and leave earlier) and she said we had to stay there the whole time. With that being said we could not attend because of our child care situation so we tried to cancel. They said they could not cancel but we could reschedule, so we did for 11-11. On 10-27 they reached out to my wife and sent her updated policies saying that we couldn’t attend together now unless we paid an additional $73. After talking with Cameron at that location and getting nowhere I wanted to reach out and cancel my appointment now because of how we have been treated. She said that because someone (which was her) didn’t know what they were doing and told us the wrong information that yes that is how it goes. Now this is completely unfair to do someone like this. We were really looking forward to this time together but now we are very frustrated and upset of how this is turning out. My name is ******* ***** and my wife is ****** ***** and I am now requesting a refund of $78 and cancellation of our appointment. Thank you.

  Business Response

  Date: 12/07/2022

  Hi!  Below I have included the booking confirmation that was submitted by ******* and *******.  It also has the link to the policies. and procedures that they were to agree to.  I have also copied and pasted that in the information below.  I have also included the conversation that ******* had with our corporate office showing that they now understand the policies and were refunded for the workshop.  I also have included my original email to our corporate office indicating what happened when ******* and his wife had initially called.
  
  Please let me know if you have any questions or need additional information.\
  
  Tameryn
  
  
  Crestview Hills Board & Brush <[email protected]>
  Thu, Oct 27, 9:17 AM
  
  to ***** *****
  
  Good Morning!  This individual has called twice this morning about wanting to reschedule their workshop.  Upon letting them know her know that was fine , it was discovered that she had planned on bringing her husband in with her to work on the same project.  I let her know that we are not allowed to do that per policy.  After talking with her I agreed to let them come in for a mini sign workshop and to pay the couple of dollars that it would be over so that they could both do a project.  SHe said that was fine and would look at the calendar and get back to me with a date and what projects they would like to make.
  
  Her husband then called and proceeded to rip me a new one and informed me he will be contacting corporate to demand a refund and to complain about my incompetency.  I did send them their reservation showing them the policy and also copied and pasted the link.
  
  Just wanted to give you a heads up that a call may be coming in.  Should I do something different or should I have handled the situation differently?
  
  Tameryn
  
  Every participant in a workshop must be registered with a project of their own in order to follow along with the steps of instruction. During the checkout process, they are required to read and acknowledge our policies. Seats are not set aside for unregistered guests or observers. Anyone not registered with an individual project will be asked to leave or, if a seat and project materials are available, they can register and pay for the workshop prior to the beginning of instruction.
  
  
  *****, I appreciate your time and efforts in resolving this situation for me. Although we are disappointed that we will not be attending, we still look forward to booking an event in the future now having a clear understanding of how these appointments typically work. I will let you know if I do not see any emails or refunds. Again, thank you ***** and have a great weekend. 
  Hello *******,
  You have successfully reserved 1 seat at the Board & Brush Crestview Hills, KY Studio!
  
  IMPORTANT:
  If your sign selection and personalized information below is not correct or missing, we cannot prep your materials for the workshop. Please contact us ASAP with your information if you have not done so at time of booking. Board & Brush Policies.
  
  Summary
  BOOKING ID:121-H8GAL5
  ******* *****
  ******************** | ###-###-####
  
  Pick Your Project Workshop
  09-23-2022 | 6PM–9PM
  
  Crestview Hills, KY
  2875 Town Center Blvd, Crestview Hills, KY 41017
  
  Amount Paid: $78
  
  Split Monogram Tray
  12x24x2
  c o s t
  
  $73
  ****** *****
  ********************
  Last Name ***** Monogram Letter *
  sit by ******* *****
  
  --
  Tameryn B****, Owner
  Board & Brush Creative Studio