Founders One • Nine

ence at Founders One | Nine. We appreciate your kind words about Catering Creations and our event staff. Our team also spoke very positively about your wedding and genuinely enjoyed working with your families and guests. When you initially contacted us, you explained that you had already prepared a negative public review but wanted to give management an opportunity to address your concerns first. You requested a full refund of your venue rental and gave us ten business days to respond. We took your concerns seriously, conducted a thorough review of staff accounts, correspondence, event records, and security footage, and provided a detailed written response. While our findings did not support a full refund, disagreeing with your requested financial resolution does not mean we dismissed your concerns. We also attempted to respond to your original Facebook review, but the group closed the thread to additional comments before our response could be published. We attempted to contact the administrators without success. We want readers to understand that the absence of a public response on that platform was not because we chose to ignore your experience. To clarify, Summer accepted another position and submitted her resignation. Our team then transitioned her events to other producers to maintain continuity. As previously discussed, the north parking lot was never owned or contracted by Founders One | Nine and was not included as a guaranteed amenity in our venue rental agreement. In previous years, the property owners had allowed our guests to use it as a courtesy, but the lot became unavailable when renovations on their property began. Our own parking lot, however, was made available to your wedding guests and vendors as promised. Security footage confirms that employee vehicles present early that morning, before your contracted rental time, were subsequently moved. We reviewed the arrival and departure times of vehicles and confirmed that all available spaces were ultimately occupied by vehicles associated with your wedding. A handicap-accessible space was specifically reserved for your family with a traffic cone, and footage shows our team putting it out and then members of your wedding party moving the cone to allow your family member to park in that final available space. We understand the frustration caused by downtown construction and transportation difficulties. We proactively notified you of newly added construction on October 7 and provided information about additional parking, including approximately 80 spaces at the nearby Children's Museum, directly northwest of our building. We have since arranged access to another parking lot as well. Unfortunately, we cannot control rideshare drivers, hotel shuttle services, or towing from clearly marked private property belonging to others. We would also like to clarify the additional charges mentioned in your review. The $290 amount referenced in your earlier comments was for a proposed hosted children's soda package, while other beverages would be available for cash purchase. When you clarified that you preferred children's sodas to be billed based on actual consumption, we apologized for the misunderstanding and revised your proposal to remove the $290 package. This adjustment occurred during planning and was not an unauthorized charge on your final invoice. Regarding the groomsmen's accommodations, our venue does not include a designated men's getting-ready suite, nor is there a room directly across from the bridal suite. Nevertheless, the groom and members of his wedding party used our conference room before the ceremony, where one of our managers even joined them for a celebratory toast. You mentioned that two event coordinators were present but unavailable when needed. To clarify, your event was staffed with Nick, your venue producer, and Jessica, your catering event manager. We reviewed with them their responsibilities and interactions throughout the evening, along with security camera footage, which confirmed their involvement in coordinating, managing, and assisting with your event. Their responsibilities included work both in the event space and behind the scenes, so they would not necessarily have been visible to guests at all times. Our review did not support the characterization that they were absent or simply standing around rather than assisting with your celebration. We acknowledge that a few toilets experienced a plumbing issue shortly before the ceremony, when approximately 30–40% of your guests had arrived. Our team responded immediately, cleaned and secured the affected stalls within approximately ten minutes, and maintained access to the remaining restroom facilities. We regret that this occurred. Your cake vendor arrived shortly after 9:00 a.m., approximately three hours before your contracted venue access time. As outlined in your agreement and event timeline, our venue staff were not scheduled to be present or assist with deliveries before that time. Fortunately, an employee arriving for a separate event encountered your husband in the parking lot and provided early access. A few minutes later, as your husband was leaving, the baker arrived. That same employee assisted them, directed them to the cake table, and turned on the venue lights. Although the delivery occurred well outside the scheduled access period, our employee accommodated both your husband and the baker. We believe this demonstrates our team's willingness to assist, even beyond the services and hours included in your rental. Our review of staff accounts and security footage also confirms that champagne was placed at the head table according to the event schedule and was available before the speeches and toasts began. The footage does not support the description of members of your party searching for champagne at the time of the toasts or a delay in that service. Regarding your parents' cake-serving set, Jessica explained that she had washed the utensils and placed them on the bridal suite's coffee table with your remaining belongings. Security footage confirms that she placed the serving set there at 10:59 p.m. on October 10. The serving pieces were not taken or mistakenly claimed as venue property. Regarding bridal suite access, we reviewed security footage to better understand how the door became locked. The suite has an interior lock for privacy and the security of personal belongings. The footage shows two members of your wedding party entering the unlocked suite and closing the door. At approximately 7:47 p.m., another member of your group encountered the locked door, knocked, and was admitted by those inside. After those individuals left the room, another member of your wedding party found the door locked. The footage does not show our staff locking the door during this sequence. While we cannot determine whether the interior lock was engaged intentionally or accidentally, our staff did not intentionally restrict access and promptly assisted with reopening the suite when notified. We recognize that your experience and recollections differ from our findings and that you disagree with our decision not to provide the full refund requested. We have made every effort to listen to your concerns, review the circumstances carefully, and provide an accurate and thoughtful response. We stand behind our team and the services provided for your wedding. We recognize that this is a lengthy response, but given the number and nature of the concerns raised, we felt it was important to address them individually and provide an accurate understanding. We regret that you experienced frustrations and that aspects of the evening did not meet your expectations. We wish you both a lifetime of happiness together. Jennifer Snow Owner, Founders One | Nine