Renback Barn, LLC

r husband! As far as our responsiveness, from email chains and phone records, the presence of Renback Barn, LLC Management for your initial tour, final-walk through, discussion regarding layout/floor-plan, rain plan, and for the pick-up of your rented linens to ensure the tables and arbors were placed to satisfaction, as well as had staff members (excluding the owners) day of at 2 PM EST to ensure you ceremony chairs were set up before your ceremony were in all hopes to be of support to you. We apologize that the owners were not present day-of, as the owners have full faith and trust in their staff members and thank them tremendously for help being the backbone of the business. We very much appreciate their efforts. We do apologize the chairs were not placed correctly based on the diagram submitted - we have communicated this feedback to our staff, take full responsibility, and greatly appreciate the feedback and would have loved to been notified they were set up incorrectly day of to resolve this issue. The unfortunate event of the refrigerator was out of our hands as our compressor went bad in the fridge. We appreciate the groom and father of the bride reaching out to us day-of to notify us of the problem and in efforts to resolve we had a technician arrive ~30 mins from when the issue was raised to diagnose the problem; our fridge will be replaced as will the ice-maker that 3 technicians have tried to fix but are unable to gain access to the power-chip for the control board due to COVID, as we have been told. We can't wait to get the ice-maker issue resolved and have an ice-maker back up and running to help support the ice on hand for all of our couples. In the interim of the issue regarding the ice and the technicians arrival, the owner notified the co-owner of the fridge immediately where numerous bags of ice were provided to help support keeping food cold; we were graciously thanked for the ice bought and there are 3 bags of ice still remaining if you would like to retrieve them today. As for the fire, our staff were not notified that the fire was to be lit prior to exiting the event. The timing of the fire pit lighting was never relayed nor present on the timeline provided to the owners of Renback to relay to their staff. We always recommend our couples to have a day of coordinator (but do not require) to help resolve gaps such as the above, we try to be accommodating to all circumstance by not requiring licensed or recommended vendors as we genuinely want our couples to choose whom they want present. We hope that our immediate attention to the issues raised day-of, the several communications via email and phone calls that are on record will help support our 5 star customer service review prior to this. We genuinely wish you the very best and send our sincere condolences on any reserved disappointment. Sincerely, Renback Barn, LLC Management Team and Staff