Red Gate Farms

erience. Thank you for bringing these issues to our attention. We wish you a long and happy marriage!

ow lots of love and happiness on the faces of everyone that attended your wedding. In most instances, Red Gate Farms works with our clients for one full year or more for wedding preparations which was true in your situation as well since you booked in January 2018 for The Grainery at Red Gate Farms and your wedding was to be held in March 2019. During the more than one year of wedding preparation, Red Gate Farms did experience some changes but worked diligently to handle them professionally, efficiently, and always with your best interest in mind. Red Gate Farms employees many amazing staff members and works closely with outside vendors. The staff and vendors have a proven track record and phenomenal reputation so we sometimes refer to them as our “Dream Team” as you referenced. Except for one employee discussed below, the “Dream Tream” was promised and delivered! All staff and vendors that were promised in your initial booking process were indeed vendors at your wedding. Such vendors included the following: Delightful Catering, Azalea Ann’s Florist and Top Shelf Entertainment. These vendors were all present at your wedding and worked to ensure your day was as special as you envisioned. In May 2018 (10 months prior to your wedding day), Red Gate Farms did terminate one of it’s employees (however, it is not our policy to discuss employee terminations with clients or the public so we will not comment on speculation regarding the reasons. However, we can ensure no client’s money was stolen.) Once the employee was terminated, Red Gate Farms promptly contacted all clients to let them know they would have a new point of contact. We were open and honest with our clients our goal was to ensure their events continued to be exactly as they envisioned. In regards to the employee hacking the system and charging five times the original price, this is simply not the case. Red Gate Farms uses an online system that discloses pricing for all items included in the contract. All pricing is discussed and clearly displayed prior to payment. If and when an issue arose, Red Gate Farms worked closely with you to ensure you understood the terms and pricing. Only after you understood all items and agreed, were any payments made. Red Gate Farms recognizes any change during the wedding planning process can cause stress for our clients. In a display of good faith and to relieve any potential stress caused by the termination of an employee you previously worked with, Red Gate Farms made several accommodations to alleviate any concern. The Package you initially purchased included the following: 1 hour on-site wedding rehearsal Private grooms room Ceremony Site White Padded Folding Chairs Bride’s Bouquet Matching grooms Boutonniere Reception Venue for 3 ½ hours Tasting of caterer Signature Buffet Menu Glassware, silverware, and china 6 hour photography package 3 ½ hour beer and wine bar Round guest tables and white linen for tables Lantern centerpieces (you added custom designed floral accents) 3 tier buttercream wedding cake Reception DJ + MC Event Client Manager Day of wedding coordination Two event hosts on the day of your wedding Your original package was for 125 guests. During the planning process you made decisions to upgrade several options which did increase your initial package price. The upgrades you chose are listed below. Full Bar instead of Beer and Wine only Floral for ceremony, 6 bridesmaids’ bouquets, 6 groomsmen boutonnieres, 4 family member corsages and 2 boutonnieres, 9 floral crowns, 1 ring bearer boutonniere, Arbor Arrangement, 10 Aisle Chair Markers, cake flowers, and 50 gold mercury votives Minister Sparkler Send Off Increased guest count to 150 – this was dropped to 135 once we received final head count These selections are an upgrade from the your original package and do have an additional charge associated with them. At your planning session, we discussed all of these upgrades. We broke down your bill to show what each item cost. Red Gate Farms prefers regular communication from our client. Unfortunately, there was a lack of communication from you as the client as well particularly in regard to having so many points of contact for your wedding. At one point, we were instructed not to communicate with the bride and to only communicate with the parents which we were happy to accommodate. However, we had many emails and phone calls that we never received a response from up until the last month of planning. Red Gate Farms made many efforts to keep a constant contact with all points of contacts that we were given throughout the planning process. We even accommodated to two unscheduled appointments in which the father and groom showed up at Red Gate Farms without an appointment but we made accommodations to meet with them. In early December at an in-person meeting, your Red Gate Farms planning manager who was almost nine months pregnant made you aware that her maternity leave would begin in late December 2018. She then sent out an email 3 weeks before she went on maternity leave to remind everyone and to ask if they would like to meet before she went out. Red Gate Farms apologized for the change of client manager but both circumstances were beyond our control and are very rare instances in our company. Red Gate Farms hired an additional Planning Manger to cover for the current Planning Manager’s maternity leave. Red Gate Farms made sure you were always aware of who your contact was and promptly notified you. Additionally, all details of planning sessions are documented in your file and available online. The Planning Manager that was handling your wedding the last few months of planning, made many efforts to schedule a final planning session with the Bride but the Bride was never available. The Planning Manager even offered to do a phone meeting to accommodate the Bride but the Bride was still not available. The final planning session is handled solely by the Planning Manager; the vendors are not a part of the final planning session. The office hours did not change until February 2019. Saturdays were available for meetings up until that point. The Planning Manager made accommodations for you and met with you on a Sunday off-site to have a final planning session, because that was the only time you were available. The draft timeline was given to you on February 17th, a full 3 weeks before the wedding day. This was supposed to be edited by you for final approval. Then the final timeline gets sent to all vendors a week before the wedding. The day of your wedding your coordinator checked in with you many times throughout the day. There were many changes by the wedding party that happened on wedding day without the coordinator being made aware. For example, the bridal party line up was changed at ceremony time, because a bridesmaid did not have a dress that matched, and then changed again at introduction to reception. These were all discussions and decisions that were made without informing the Day of Coordinator who was working the entire wedding. At the time of booking your wedding, you were made aware that the weekend of your wedding was daylight savings time change and that you needed to choose a ceremony time that revolved around sunset. The most common start time chosen by couples for weddings at Red Gate Farms is 5:30pm, but you are not required to have that time slot. Red Gate Farms includes a 4 hour event. On September 27th 2018 the planning manager emailed the clients in regards to ceremony start time. This email was not responded to until October 27th 2018. Once all realized that sunset was at 6:28pm, the client manager suggested a 4:00pm or 4:30pm start time. This email was never responded to. Red Gate Farms can make every suggestion to our clients, but we cannot force you to do as we suggest. This lack of communication and attention to detail is the reason for you and your husband choosing to do a first-look on your wedding day so that you would have proper light for photographs. The decision to do a first look was not made until the day of your wedding, and the Day of Coordinator was never made aware of this change until after the first look was executed. On November 17th 2018, we received an email that you decided to your change your wedding venue from the Barn to the Grainery. There are many differences between the two venues. The Barn included a bridal suite and groom’s room and a one-night complimentary night stay in the loft apartment above. The Grainery included The Belle Tower with a bridal suite and groom’s room to get ready in and no overnight accommodations. You were not satisfied with the accommodations at the Belle Tower so Red Gate Farms offered you the Belle Tower or the Barn accommodations, not both areas. There were many misunderstandings with this, but Red Gate Farms honored the complimentary night stay and the bridal suites at the barn. After the wedding day, the father of the bride made a special trip out to Red Gate Farms just to let the staff know how amazing it was. He also called the Day of Coordinator to thank her for her great service. We then spoke to the father on the phone later that week, and he had nothing but kind words to say. He did suggest we improve communication processes so we welcomed and appreciated his suggestion. Red Gate Farms strives to provide the best possible experience for our clients so we are always appreciative of any feedback or suggestions a client may have. Red Gate Farms’ goal is to make every wedding day perfect for our clients. In this situation where a client feels we did not succeed, we are always appreciative of feedback and suggestions. It is our sincere hope that you and your family can focus on all the things wonderful about your special day. The music, food, decor, cake, and facility were all executed flawlessly. The pictures and video of this day all suggest is was a delightful day for your friends and family so we hope you are able to have positive thoughts going forward. We wish you and your family the best and hope you have a long and happy marriage!

ough your special day was absolutely beautiful! The pictures and video show lots of love and happiness on the faces of everyone that attended your wedding. In most instances, Red Gate Farms works with our clients for one full year or more for wedding preparations which was true in your situation as well since you booked in January 2018 for The Grainery at Red Gate Farms and your wedding was to be held in March 2019. During the more than one year of wedding preparation, Red Gate Farms did experience some changes but worked diligently to handle them professionally, efficiently, and always with your best interest in mind. Red Gate Farms employees many amazing staff members and works closely with outside vendors. The staff and vendors have a proven track record and phenomenal reputation so we sometimes refer to them as our “Dream Team” as you referenced. Except for one employee discussed below, the “Dream Tream” was promised and delivered! All staff and vendors that were promised in your initial booking process were indeed vendors at your wedding. Such vendors included the following: Delightful Catering, Azalea Ann’s Florist and Top Shelf Entertainment. These vendors were all present at your wedding and worked to ensure your day was as special as you envisioned. In May 2018 (10 months prior to your wedding day), Red Gate Farms did terminate one of it’s employees (however, it is not our policy to discuss employee terminations with clients or the public so we will not comment on speculation regarding the reasons. However, we can ensure no client’s money was stolen.) Once the employee was terminated, Red Gate Farms promptly contacted all clients to let them know they would have a new point of contact. We were open and honest with our clients our goal was to ensure their events continued to be exactly as they envisioned. In regards to the employee hacking the system and charging five times the original price, this is simply not the case. Red Gate Farms uses an online system that discloses pricing for all items included in the contract. All pricing is discussed and clearly displayed prior to payment. If and when an issue arose, Red Gate Farms worked closely with you to ensure you understood the terms and pricing. Only after you understood all items and agreed, were any payments made. Red Gate Farms recognizes any change during the wedding planning process can cause stress for our clients. In a display of good faith and to relieve any potential stress caused by the termination of an employee you previously worked with, Red Gate Farms made several accommodations to alleviate any concern. The Package you initially purchased included the following: 1 hour on-site wedding rehearsal Private grooms room Ceremony Site White Padded Folding Chairs Bride’s Bouquet Matching grooms Boutonniere Reception Venue for 3 ½ hours Tasting of caterer Signature Buffet Menu Glassware, silverware, and china 6 hour photography package 3 ½ hour beer and wine bar Round guest tables and white linen for tables Lantern centerpieces (you added custom designed floral accents) 3 tier buttercream wedding cake Reception DJ + MC Event Client Manager Day of wedding coordination Two event hosts on the day of your wedding Your original package was for 125 guests. During the planning process you made decisions to upgrade several options which did increase your initial package price. The upgrades you chose are listed below. Full Bar instead of Beer and Wine only Floral for ceremony, 6 bridesmaids’ bouquets, 6 groomsmen boutonnieres, 4 family member corsages and 2 boutonnieres, 9 floral crowns, 1 ring bearer boutonniere, Arbor Arrangement, 10 Aisle Chair Markers, cake flowers, and 50 gold mercury votives Minister Sparkler Send Off Increased guest count to 150 – this was dropped to 135 once we received final head count These selections are an upgrade from the your original package and do have an additional charge associated with them. At your planning session, we discussed all of these upgrades. We broke down your bill to show what each item cost. Red Gate Farms prefers regular communication from our client. Unfortunately, there was a lack of communication from you as the client as well particularly in regard to having so many points of contact for your wedding. At one point, we were instructed not to communicate with the bride and to only communicate with the parents which we were happy to accommodate. However, we had many emails and phone calls that we never received a response from up until the last month of planning. Red Gate Farms made many efforts to keep a constant contact with all points of contacts that we were given throughout the planning process. We even accommodated to two unscheduled appointments in which the father and groom showed up at Red Gate Farms without an appointment but we made accommodations to meet with them. In early December at an in-person meeting, your Red Gate Farms planning manager who was almost nine months pregnant made you aware that her maternity leave would begin in late December 2018. She then sent out an email 3 weeks before she went on maternity leave to remind everyone and to ask if they would like to meet before she went out. Red Gate Farms apologized for the change of client manager but both circumstances were beyond our control and are very rare instances in our company. Red Gate Farms hired an additional Planning Manger to cover for the current Planning Manager’s maternity leave. Red Gate Farms made sure you were always aware of who your contact was and promptly notified you. Additionally, all details of planning sessions are documented in your file and available online. The Planning Manager that was handling your wedding the last few months of planning, made many efforts to schedule a final planning session with the Bride but the Bride was never available. The Planning Manager even offered to do a phone meeting to accommodate the Bride but the Bride was still not available. The final planning session is handled solely by the Planning Manager; the vendors are not a part of the final planning session. The office hours did not change until February 2019. Saturdays were available for meetings up until that point. The Planning Manager made accommodations for you and met with you on a Sunday off-site to have a final planning session, because that was the only time you were available. The draft timeline was given to you on February 17th, a full 3 weeks before the wedding day. This was supposed to be edited by you for final approval. Then the final timeline gets sent to all vendors a week before the wedding. The day of your wedding your coordinator checked in with you many times throughout the day. There were many changes by the wedding party that happened on wedding day without the coordinator being made aware. For example, the bridal party line up was changed at ceremony time, because a bridesmaid did not have a dress that matched, and then changed again at introduction to reception. These were all discussions and decisions that were made without informing the Day of Coordinator who was working the entire wedding. At the time of booking your wedding, you were made aware that the weekend of your wedding was daylight savings time change and that you needed to choose a ceremony time that revolved around sunset. The most common start time chosen by couples for weddings at Red Gate Farms is 5:30pm, but you are not required to have that time slot. Red Gate Farms includes a 4 hour event. On September 27th 2018 the planning manager emailed the clients in regards to ceremony start time. This email was not responded to until October 27th 2018. Once all realized that sunset was at 6:28pm, the client manager suggested a 4:00pm or 4:30pm start time. This email was never responded to. Red Gate Farms can make every suggestion to our clients, but we cannot force you to do as we suggest. This lack of communication and attention to detail is the reason for you and your husband choosing to do a first-look on your wedding day so that you would have proper light for photographs. The decision to do a first look was not made until the day of your wedding, and the Day of Coordinator was never made aware of this change until after the first look was executed. On November 17th 2018, we received an email that you decided to your change your wedding venue from the Barn to the Grainery. There are many differences between the two venues. The Barn included a bridal suite and groom’s room and a one-night complimentary night stay in the loft apartment above. The Grainery included The Belle Tower with a bridal suite and groom’s room to get ready in and no overnight accommodations. You were not satisfied with the accommodations at the Belle Tower so Red Gate Farms offered you the Belle Tower or the Barn accommodations, not both areas. There were many misunderstandings with this, but Red Gate Farms honored the complimentary night stay and the bridal suites at the barn. After the wedding day, the father of the bride made a special trip out to Red Gate Farms just to let the staff know how amazing it was. He also called the Day of Coordinator to thank her for her great service. We then spoke to the father on the phone later that week, and he had nothing but kind words to say. He did suggest we improve communication processes so we welcomed and appreciated his suggestion. Red Gate Farms strives to provide the best possible experience for our clients so we are always appreciative of any feedback or suggestions a client may have. Red Gate Farms’ goal is to make every wedding day perfect for our clients. In this situation where a client feels we did not succeed, we are always appreciative of feedback and suggestions. It is our sincere hope that you and your family can focus on all the things wonderful about your special day. The music, food, decor, cake, and facility were all executed flawlessly. The pictures and video of this day all suggest is was a delightful day for your friends and family so we hope you are able to have positive thoughts going forward. We wish you and your family the best and hope you have a long and happy marriage!