When I first toured The Summerlin House at Thornton Park I felt as if I had hit the jackpot in finding our wedding venue. The venue itself is beautiful and the outdoor space was exactly what we were looking for. It appeared to be the perfect package: the venue, day of coordinator (Joyce herself), and floral (also by Joyce/Creative Designs).
Joyce Hensley Adams (the only coordinator/employee at the venue) was enthusiastic, attentive, friendly, and extremely helpful in answering all my questions before we signed the contract. When I met with Joyce to pay our $1,000 deposit she talked about sending me a bridal information packet to include information on her required caterers and preferred vendors. When Joyce cashed my deposit check in less than 2 hours I said to myself if she has time to cash my
check, doesnt she have time to send me an email with the bridal information packet attached? Three emails to Joyce and 13 days later I received the information packet email. Although I was excited to get started with booking the caterer and my other vendors, I was willing to overlook this small incident.
Next, Joyce verbally agreed to change our rental time block (to move entire block 30 minutes earlier than scheduled). I asked for a revised contract to show this in writing. It took over 2 months for Joyce to forward this document.
Joyce then offered all inclusive vendor packages for brides on a budget to us. Joyce was quick to
respond with a quote for the vendors I was interested in. She also asked for payment in full (cash or check only) at the time of purchase. I had many questions for her on the vendor package. Joyce answered many of my questions but could not/would not answer others. After emailing back and forth several times she asked me to call her to further discuss the details. After calling her
twice and emailing, she emailed me that she was on a conference call and would call me in 15 minutes6 days later I was still waiting for the phone to ring. When we finally spoke she said
that the vendor package probably was not for me in that the package was meant to be a turn key discount for a bride who did not want to research and book vendors on her own. Joyce laughed and called me a researcher.
After Joyce said the package was not the best option for me, she emailed asking me to come in that night along with a few other brides to book my vendor package. I was confused and reluctant, but decided to go ahead and book the items I classified as needs and wait on the items that were wants on my list. I gave Joyce a $600 check for several services and she promised verbally and via email that she would forward the revised contract/all paperwork the following morning. I did not get hear from Joyce for 3 weeks. During this time I emailed at least once a week. Her response was that she had been on summer vacation and an out of office response should have been
on her email. At this point I had an apology for the delay but no revised contract/paperwork showing the booked vendor package. When it had been five weeks and still no receipt/confirmation of payment/description of services paid for/revised contract/anything in writing at all, we decided to cancel our wedding with The Summerlin House. I did not want the stress of the venue not communicating and lack of professionalism and courtesy. At this point we were 8 months away from the wedding and I could not imagine dealing with this any longer.
When we cancelled with Joyce, she responded back within minutes and said she was not our wedding planner, that there was nothing pending that needed to be addressed this far out, and that she simply could not understand what we needed that she was not providing. She completely ignored the fact that we had been asking for a receipt for 5 weeks now. She also said this was an extremely busy time of year for her (June-July) and she was doing over 20 destination weddings a month. This was slightly contradictory to her excuse for no contact for 3 weeks due to being on summer vacation.
We asked for our vendor package payment to be returned since no contract was ever signed for these services, let alone no paperwork whatsoever was ever provided. She attempted to keep the money for the list of vendors she had already booked and only offered to refund a portion of our money. I contacted the vendors myself and found cancellation policies stating no fees would be incurred if cancelled within 14 days of the event. At just over 7 months until our wedding date we were well within the time limit. With this information Joyce agreed to refund the full amount of the vendor package within 14 business days. She had us sign paperwork showing she agreed to the refund and cancellation of our wedding date. We would not however receive a refund for our initial deposit on the venue.
The 14 business days passed and we did not receive a refund check. It took 3 attempts to receive a response from Joyce in which she stated she did not understand why we had not received
the check and she would stop payment and issue another check. After another week had passed, Joyce still did not understand why we had not received the second check, provided us with the check number, but could not provide any type of tracking number for the piece of mail. At this point we have lost contact with Joyce and no check has been received.
I would not recommend The Summerlin House or any services from Joyce Hensley Adams to anyone. Joyces lack of courtesy and lack of response are unacceptable. I am completely disgusted by this entire experience. We now have $1,600 less for our wedding. Joyce Hensley Adams has multiple negative reviews with great similarity to my story. Please see for yourself on usacomplaints.com, Google, BBB, WeddingWire, Wedding Channel, etc.
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