Complaints

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• Initial Complaint

  Date:19/12/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the second night (Dec 12th) I stayed at The Winsome Inn, I paid at during booking with my **** and my receipt showing $111.95 and noted the same amount "pending" on my online banking. Yesterday, I was checking my banking and noted that a charge from the hotel had changed to $128.74 with out any notice or explanation. I had dropped my keys off the morning of Dec 13 and the clerk did not say anything of any issue or notify of a change. When contacting the hotel; an explanation of they didn't charge me the tax so adjusted the charge on my **** and apologized; and again, I did not consent to this.

  Business Response

  Date: 19/12/2022

  I talked to the staff on shift on Dec 12 afternoon. As per my staff, she realized the charge mistake (without tax) and call to the customer for the tax issue. The customer said just use the card and that's why my staff voided the original charge of $111.96 and charged  $128.74.  The customer said she did not consent for the re-vised charge. 

  I believe, there should be some communication error between my staff and the customer.  Anyways, sorry for any trouble and this situation. 

  We will prepare $20 gift certificate for express our sincerity. The customer either can pick up from the motel or I can mail her, if she send me her address. 

  If any further question or concern, please let me know. 

  Thank you. 

   

  regards, 
  ***** / Owner of Winsome INN

  Business Response

  Date: 20/12/2022

  Sincere apology for our mistake not to charge you the tax at the first place and made correction later on. 

  Every business has same policy that without a customer's consent, we cannot fix, charge or void a payment; this is very clear and critical issue that everyone knows.

  As per my staff, she called to your room, not to your cell phone and said "come in to fix the payment" and the women told her to use the card.

   

   

  Customer Answer

  Date: 20/12/2022

   I am rejecting this response because: Unfortunately, I feel the concern at hand isn't being fixed and is becoming a he said/she said issue.  To my recollection, I do not remember a telephone in the room and did not take any phone calls regarding this, so not sure if the staff spoke to the wrong room.  I would have asked for a new receipt, as it is needed for medical files and do not have one to reflect the charge of 128.74 on Dec 12th.  I am asking for a refund of 16.79 to be credited to my ****; as at the time this is what I consented to when checking in.