On Fire Barbeques

Complaint: [redacted] I am rejecting this response because:I would like to stick to the facts and the lack of fulfillment of the contract In our e-mail conversations you had promised to be on site roughly 5-hours prior to prepare to ensure the meal would be on timeHere is the quote from [redacted] on May 16th "Serving tables are set up when we get on site and we are probably not sure exact time but will be there 5-hours prior to event." You can see why we would be unsatisfied and alarmed when our wedding party showed up to our hall at 6pm and there was no sight of our caterer anywhere As for the price breakdown that you explained, I am confused as to how the preparation time does not decrease with less steaks to prepare? From to does the preparation time stay the same? As for the extra sauteed onions and dinner buns that you supplied, which we were completely un aware of and did not ask for, making them irrelevant, did this also add to the preparation time that we are paying for? If so, I would hate to be charged for something we did not know we were getting or even asked for We did hold up our end of the agreement as we did pay on time and supplied you with everything necessary to fulfill your end of the agreement, we are upset over the timeliness and cost of the meal and how it did not coincide with what was promised As for your claim of the meal being served minutes late, I would like to bring to your attention that our last table was served at 8:30pm, that is hours after our agreed upon start time of 6:30pm As for you sticking around and bussing tables, yes that is appreciated but we had our own bussers to take care of clearing tables so that argument is irrelevant as well We never once have complained about the quality of the foodWe are unsatisfied with the timeliness and cost hence your failure to fulfill the contract Your argument that no one complained about the food is irrelevant as well, as none of our guests would have complained to you directly and would not make a scene at a wedding they are attending and getting a free mealAny of our guests that we have seen since the wedding asked us what happened with the food and wondered if we had received a refund because the meal was noticeably late As the business owner I would be more concerned about the satisfaction of the paying customerHence why we are expecting a refund Overall we are very disappointed with how everything has been handled, and how unprofessional it has been on behalf of On Fire BBQ, we expected things to be as they were promised in our conversations and agreement, that did not happen Sincerely, [redacted] ***

After quoting the job last summer a price was agreed upon for guestsThe price being $per plateDo to the price increase for steaks and other supplies for cater the price per plate increased to $per plate.The customer then changed her number of guests weeks prior to caterIn
lessoning the numbers of guests does not work in direct relations to cost per plateAs factors such as number of staff and hours of preparation time does not changeWith the customers decreasing number of steaks required increases the price of steaks from suppliersLess steaks cost more per poundThe prices for groceries across the board has been on a drastic increase for the past eight monthsWith the increase being well above inflation rate.A new quote was completed for guests which reflected the change in price per steaks and other suppliesThe customer phoned the office and yelled and ranted and basically bullied my office staff until she felt she was satisfied at $per plate.The quoting process did not go as smoothly as I would have liked, so added a couple extra menu options (sautéed onions, and dinner buns) at no extra cost.My policy is that caters be paid in full weeks prior to cater, some companies require payment in full months prior to cater.The customer paid the bill weeks prior to cater, inferred customer was satisfied with the price of caterThis was all done weeks prior giving the customer enough time to choose a different cater if she felt our prices were that out of line.Now to address the issue of the late serving time at said caterIn preparing for this cater everything just worked against us in the way of timeThis meant we served minutes lateThere were minor hold ups well fresh steaks were coming off the grill at to at a timeI don't cook steaks in advance and pile them in a pan as then they are not fresh and hot. After supper had been served I bussed some tables once again at no extra cost to the customerAs I bussed tables I apologized to guests for serving late to which none of them seemed to mind, and received many compliments on the mealThe only complaint I did receive from an older gentlemen was that his steak was too big.After all said and was done the customer phoned the office to make the complaint that she was not happy with how things all went and when my office staff tried to explain and try to come to a compromise she then bullied my staff again to the point she refused to answer any calls from the customer.I believe we have done our very best in business and dealing with this customer.Thank you for your time*** *** OwnerON FIRE BARBEQUES LTD

Complaint: [redacted]
I am rejecting this response because:I would like to stick to the facts and the lack of fulfillment of the contract.  In our e-mail conversations you had promised to be on site roughly 5-6 hours prior to prepare to ensure the meal would be on time. Here is the quote from [redacted] on May 16th "Serving tables are set up when we get on site and we are probably not sure exact time but will be there 5-6 hours prior to event."  You can see why we would be unsatisfied and alarmed when our wedding party showed up to our hall at 6pm and there was no sight of our caterer anywhere.  As for the price breakdown that you explained, I am confused as to how the preparation time does not decrease with less steaks to prepare? From 250 to 211 does the preparation time stay the same?  As for the extra sauteed onions and dinner buns that you supplied, which we were completely un aware of and did not ask for, making them irrelevant, did this also add to the preparation time that we are paying for?  If so, I would hate to be charged for something we did not know we were getting or even asked for.  We did hold up our end of the agreement as we did pay on time and supplied you with everything necessary to fulfill your end of the agreement, we are upset over the timeliness and cost of the meal and how it did not coincide with what was promised.  As for your claim of the meal being served 45 minutes late, I would like to bring to your attention that our last table was served at 8:30pm, that is 2 hours after our agreed upon start time of 6:30pm.  As for you sticking around and bussing tables, yes that is appreciated but we had our own bussers to take care of clearing tables so that argument is irrelevant as well.  We never once have complained about the quality of the food. We are unsatisfied with the timeliness and cost hence your failure to fulfill the contract.  Your argument that no one complained about the food is irrelevant as well, as none of our guests would have complained to you directly and would not make a scene at a wedding they are attending and getting a free meal. Any of our guests that we have seen since the wedding asked us what happened with the food and wondered if we had received a refund because the meal was noticeably late.  As the business owner I would be more concerned about the satisfaction of the paying customer. Hence why we are expecting a refund.  Overall we are very disappointed with how everything has been handled, and how unprofessional it has been on behalf of On Fire BBQ, we expected things to be as they were promised in our conversations and agreement, that did not happen.
Sincerely,
[redacted]