Complaints

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• Initial Complaint

  Date:10/07/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Reserved 2 rooms for july 9 to july 11, and had to pay in full in advance (which is a rare policy I think). We were NOT notified of a health unit posting currently at the hotel that notifies customers that the levels of nitrites in their tap water are OVER the MAXIMUM acceptable limit standards in ontario. We did not feel safe or comfortable with this as we have a young child who has health issues, and my parents are elderly and have health issues as well that are a concern for high nitrites in water. We right away checked out and they did not refund our money. They claimed the sign on the restaurant told customers what they needed to know to make a decision that was best for them, however we were not given that same RIGHT when we did not get to read the sign before booking and paying to make OUR own choice for the safety of our family. We should have been told on the phone then we would have decided not to come and none of this would have happened. We booked under misleading information. And were not given the right to read the sign they have to post for the public to see before they enter the business. I have called several time and emailed with no response from the manager. We want full refund for both rooms. In addition to the water issue the rooms were dirty and not cleaned. I have pictures of hair all over bathroom floor. Popcorn and chips on the ground. A random water bottle left on the staircase. A bug on bed. Sand or some substance all over the made bed. Another reason we should get our money back. There was no other equivalent room for them to change us to either. 4 beaches houses. Most expensive rooms there. We were in 2 dirty ones. The others were booked. We each paid 1050 for 2 nights.

  Business Response

  Date: 01/08/2023

  ******* ******* emailed me her complaint on July 9th to which I responded within 24 hours on July 10th.  Our local public health unit also responded to her and closed the case. 
  
  On July 27th she emailed me again stating she had spoken to a lawyer therefore I will not be corresponding with her any further.  Her lawyer can contact me directly and I will pass it to our legal representation.  See attached document
  
  Thank you,
  ***** ******
  ******* *******
  isaiah tubbs resort & banquet centre
  

  
  

  Customer Answer

  Date: 08/08/2023

  Complaint: 20299803

  
  I am rejecting this response because:

  
  -I asked for a phone call return and never received one

  -no one ever responded about the complaint of the dirty rooms and pictures attached to prove that

  -a health unit agreed it would be best business to offer refund when customers saw the sign and felt unsafe, also confirmed that there is a growing body of literature of other dangers and health concerns with high nitrate

  -we paid for a room before having access to public health imformation that affected our health, the health unit agreed there were risks, this was a breach of our contract when we paid for the room and we deserve a refund 

  Sincerely,
  
  ******* *******