Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/02/2023

  Type:Service or Repair 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.

  This business was very racist. They would not let my friend in who was ****** but would let me in who was white. They told us to go to the back of the line so we did. We went to the back of the line and came back up to the front and they once again would not let us in. This happened three times. I asked if it was because they were racist of my friend and they got very defense and began yelling. I do have a video of this. I attached a picture of who did it but do also have a video of his audio that I would like to send.

  Business Response

  Date: 04/27/2023

  See attached

  Customer Answer

  Date: 04/27/2023

  That is not what happened at all. We waited in the line, from the back from the very first time. My friend should be able to be seen on cameras waiting with us. She left something at Mellow Mushroom and went to grab it and came back. We were told she was not in line ever, so she was cutting the line, which is not true. This is when we were “hostile” and asked if it was because she was Indian. They told us to get back in line, so we did. We once again were not let in. So we went to the back AGAIN. During this time, a girl did actually cut us near the front and they asked her if she was with us. She said no. Mind you, she was white and blonde. And they let her in and once again said we could not come in. His story is completely false

• Initial Complaint

  Date:11/07/2022

  Type:Service or Repair 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 October 1st and friend and I stopped in ************** for a couple drinks. On the second round of drinks the waitress told us the benefit of spending more for a "bucket" drink, benefit being you take the bucket with you, and bring it back next time for a discounted price, similar to a loyalty cup. Upon exiting the bar, C.A.S.A.'s security guard stopped me, and refused to let me leave with the bucket cup. He admitted that I paid more and purchased the cup, however he refused to let me leave with it. I let him know this is illegal, as the company can not charge me for something then decide to take it, at this point it's theft. He got more aggressive blocked my path to leave and took the cup out of my hands. I decided to follow up with the General Manager a couple days later, as this is theft. I left a message and someone from "marketing" called me back. They told me it was a misunderstanding, I wasn't charged more for the bucket, and they were running low on them. I provided proof that I was indeed charged more. I also let him know that if they were running low on the cups, simply stop selling them, rather than charging people more for them and then taking/ stealing them from the customer that literally just paid for it. He said he would pass along the info to the ** and have him call me back. I advised I will never visit this place of business again and asked for a refund based on principal due to the fact that the business is stealing from their customers. I left 2-3 more messages over the next few weeks, ** never once called. The "marketing" employee texted me asking for my name and last 4 of the credit card used to make the purchase. Provided the info, waited a week, asked what is happening as I did not see a refund, and he replied "talked to **, will not be issuing refunds" ** never once contacted me directly. This company is practicing unlawful business practices and stealing, not to mention the aggressive use of security to commit the thefts.

  Business Response

  Date: 11/30/2022

  To Whom It May ******************* letter is to serve as a formal response to the complaint listed above.
  CASA ***** received a complaint via mail on November 22, 2022. The complaint alleged
  that a patron had purchased a "bucket" drink from our establishment and claims the
  bucket was sold as a loyalty type benefit along with added discounts with the use and
  purchase of this "bucket".

  CASA does sell buckets, however, these buckets are not advertised as loyalty items nor
  are they marketed as an item in which an added discount is sold. CASA, at this time,
  does not sell or market any such item. Buckets are are sold for the drink within the cup
  not the drink along with the cup. It is not policy to allow patrons to leave with the
  buckets as these items are CASA property. Similar to any other glassware, utencils or
  plates.

  We apologize for any misunderstanding as the infractions listed within the complaint
  are not our company policy.
  
  Sincerely,

  CASA Sunba