We hired Monti's Smokehouse BBQ for a joint birthday party for our two children, ages 10 and 8,…read morewith approximately 110 guests. Unfortunately, we received notice that they were canceling the food truck service only about 20 minutes before the party started.
This was especially disappointing because we had used Monti's about four years ago for a company event and had a good experience with the food. That positive experience was the reason we chose to hire them again.
Unfortunately, this time there were warning signs from the beginning. It took about two weeks and multiple follow-ups before I received an estimate from Ryan, the owner. Several times he told me he would send something and did not follow through. At different points, he explained the delays by saying he had just returned from vacation and that he had been dealing with employee issues.
We initially received an estimate for 90 guests. When I asked how additional guests would be charged because there was no per-person price listed, Ryan responded, "You are one of those very analytical people. If you want to get to that detail with me, I guarantee you will pay more." I found the response unprofessional, but because of our previous positive experience with Monti's, I still decided to move forward.
Once our final headcount reached approximately 110 guests, I contacted Ryan several times asking for an updated invoice so I could pay the correct amount in advance. He repeatedly told me he would send it and apologized for the delay, saying he had been busy with a large social media event. He assured me our event was on his calendar and that I did not need to worry.
The day before the party, I texted Ryan again specifically to confirm that everything was set before sending a reminder to our 110 guests. He confirmed that they were ready.
Our party was scheduled to begin at 11:00 a.m. At approximately 10:40 a.m., while we were preparing to greet guests, we received a text from someone identifying herself as Ryan's mother saying that Ryan had been in a car accident and that they had to cancel the food truck.
The last-minute cancellation had a major impact on our party. My husband had to leave the event preparations and urgently find enough food for approximately 110 people. Lunch, which was supposed to be served around 11:00 a.m., was not available until approximately 1:00 p.m. We also had to pay extra for last-minute food arrangements.
While everyone was waiting for food, guests ate the Bundt cakes and donuts we had prepared for the birthday celebration. By the time lunch arrived, we no longer had enough birthday treats left for the celebration we had planned for our children.
This party meant a lot to our family. Our children had not had a birthday party in several years, and we had been unable to hold one the previous year because of a serious family medical situation. They had been incredibly excited about this day.
We also understand that accidents and emergencies happen. Because the cancellation happened only 20 minutes before an event for 110 people, however, we asked Ryan several times for reasonable documentation confirming the circumstances that prevented Monti's from providing the contracted service. We explained that this could be an accident report, insurance documentation, towing record, repair documentation, or something similar.
We never received any supporting documentation besides the refund. It has now been about a month since the event.
What made this experience especially frustrating was that we hired four vendors for the party. The shaved ice truck, water slide company, and table and chair rental company were all organized, responsive, and dependable. I did not have to chase any of them for information, and all three showed up and provided excellent service.
Based on our experience this time, I would not hire Monti's Smokehouse BBQ again for an important event. The combination of poor communication leading up to the party and a cancellation only 20 minutes before 110 guests arrived caused significant stress and disruption to a very important family celebration.
