Truly outrageous customer treatment--this review is worth the read.
I sent an email to the President and Founder after posting the review below to be sure he was aware and hoping he would address the situation in a more positive way. See his response to me in the photos below.
We held my wife's 60th birthday party at Cold Harbor last Saturday. At the end of the event, I was presented with a bill that seemed way off, but I was leaving with my guests, so I decided to sign it and check it when I got home.
Upon inspection, according to the bill we received for $6,377 (including a 20% -- $1,004 gratuity that was automatically added to the bill that I had never agreed to in advance), a group of 44 people with an average age of 55 attending a 60th birthday party on a Saturday afternoon somehow managed to consume the following:
Twelve bottles of wine (60 five oz. glasses of wine)
57 pain killers
31 speedway lagers
24 juicy freak beers; and
4 Titos vodkas.
For a total of 176 drinks or an average of 4 drinks per person.
In addition, according to the bill (other than the water which was observed) they drank:
a massive container of water
8 pineapple juices
6 diet cokes
5 coffees
4 club sodas; and,
3 cokes.
In reality, five people did not drink at all and the group self-reported that they only drank 65 alcoholic beverages, a number that makes sense given the age of the group and the fact that most people who drank had the painkiller specialty cocktail where just one was usually enough.
The total charge for the alcohol including tax and tip was $2,520 or $57 per person. The charge for the 111 drinks (using the average price per drink that was charged) that nobody says they drank was $1,589.
Oh, and for the $53 per-person food charged on the bill, the 44 people actually in attendance magically became 55 resulting in an extra $740 on the bill.
So, the total extra charges were approximately $2,329. They did miss including extra charges for premium food that brought the overcharge below $2,000.
Since Cold Harbor has a minimum food and beverage spend of $5,250 for such events (and provides gift cards for the amount of underspend), had the correct charges been billed, we would have paid about the same but walked away with $1,200 in gift cards instead of nothing.
Coincidentally, $1,200 is the level that constitutes grand larceny in the Commonwealth of Massachusetts.
After going back to meet with the event coordinator to point out the overcharge, and writing an email doing a detailed accounting and asking that the overcharge be returned in cash, what did Cold Harbor offer? To charge the minimum including a 15% tip and only give us $1,000 in gift cards. Less than we were entitled to if the correct charges were billed. Truly unbelievable. Do you know how embarrassing it is to have to poll your guests on what they drank? Thankfully, they are all good friends.
In my last email to them, I asked that they skip the gift cards (as we will never go back), eliminate the gratuity (as I am not feeling any gratitude) and just charge us the minimum of $5,250 plus tax ($5,617.50 or $759.50 less than they actually charged). Needless to say, I will remain an unhappy customer if they do so, but will put the matter behind me.
I am waiting for a response. read more