Complaints

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• Initial Complaint

  Date:08/21/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  The issue with Saddlebrooke Golf Club began when we were charged an incorrect amount. After I swiped my debit card to pay, we realized the error. My boyfriend, who made the reservation, showed the confirmation to the staff member and explained that the charge should have been $55 per person. The total of $142.33 did not add up, even with taxes. Despite this, the staff member initially insisted that the charge was correct and attempted to explain the breakdown. However, after my boyfriend provided proof that he had already paid $30 to reserve the tee time, the staff member reluctantly agreed to void the $142.33 charge and process the correct amount of $112.45. After our round of golf, I checked my account and discovered that both charges had already posted, rather than appearing as pending transactions. Upon returning home, we called the pro shop to inquire about resolving the issue. The staff member provided us with an email address and instructed us to contact the manager directly. Since then, obtaining a refund for the incorrect charge has proven to be an ongoing challenge. I have attached all related emails, phone records, and notes from verbal conversations for your reference.

  Business Response

  Date: 08/22/2024

  Good afternoon,

   

  I'm going to answer the "complaint", however, on technicality, we are not Saddlebrooke Golf Club.

  Ms. WIlhelm did play and the charge of $142 was put on her DEBIT card.  When the error was recognized, our staff voided the transaction.  So much so that when  I reviewed for the transaction on our Point-of-Sale system, it was not there.  

  I reached out to our Accounting Team and explained the situation - and neither one of us could find the transaction (as mentioned above).  I did state that we would like to wait to make sure that the posting of the $142 didn't fall off (similar to a Credit Card) where it could take as many as 10 business days depending on the banking institution.  I understand the importance of wanting the money back, but we have to protect our operation as well.  

  The accounting team and I found out that the processing company that we use didn't process voided checks (which was a big surprise to the accounting team and myself).  The minute that it happened, I called and explained the situation and said that she could call us, and we could process the card over the phone and it would post the credit immediately.  She said that she didn't feel comfortable with that (and thats understandable - we were trying to offer a quick solution) and her boyfriend, Joe Moreno, would be there the next day with her card and that he had to do it because we are closed on the weekends (they played on a Sunday).  Joe called demanding to speak with me and was very rude to a couple of staff members on phone calls.

  We ask our staff to ask for ID when a card is presented, to make sure that names on ID's match the card.  Now, I can't promise that we do it every time, but in this case - if Joe came in with Tiffany's card - it would have thrown a red flag to the staff and potentially upset him even more.  

  I'm happy to say that the refund was issue when she came into the Golf Shop on 17 August and that Mr. Moreno purchased merchandise from us as well. 

  My goal was to make sure that the business wasn't taken advantage of while also making sure that the customer was refunded appropriately.  Both of those items took place.

  Customer Answer

  Date: 08/22/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22134959, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Tiffany Wilhelm