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:06/27/2023

  Type:Product 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.

  5/11/2023 We lunched at O'Caine's Irish Pub. Our bill should've been $55.76. Waitress **** brought a bill for only $33.40. My husband *** pointed out the mistake. **** brought a corrected bill. *** added $15.00 tip for a total of $70.76, and paid by Visa. **** gave us a Void Authorization slip for the $33.40 error and said it wouldn't be charged to our Visa. 5/15 I checked our Visa account online and the $33.40 was still charged. I phoned O'Caine's and spoke to ***** who said it takes several days for voids to be credited, and that at first it would look like a second charge but then it would change to a credit. 5/19 still no credit to our Visa so I phoned the manager ******** who said she'd ask the night manager to look in the envelope of void slips. She phoned back to inform that our void slip wasn't there but she did verify that our Visa was correctly charged for $70.76 the second time, and that the $33.40 error charge was for another diner who paid in cash. ******** said the night manager was leery of crediting our account because there seemed to be something wrong with it and a credit might be somehow misdirected. ******** said we could come back to O'Caine's for a cash refund which I declined because the pub is located in the next city away from our home, plus I don't drive. I suggested that O'Caine's could mail us a $33.30 check. ******** said the owner ****** has a strict policy that no checks shall be written for less than $100.00. I said that's ridiculous, that an exception should be allowed, or they should credit our Visa. As of today 6/23 neither has been done.

  Business Response

  Date: 07/06/2023

  Ms. ******** did contact us regarding the extra charge that appeared on her bill ($33.40).  It is true, we asked her to wait at least 48 hours to see if the charge would be deleted from her account.  In the meantime, we pulled the close day report for 5/11/23 and the servers tickets but found no charge anywhere for this amount so we were confused, as well, how this charge could have gone through.   She contacted us again to inform us the charge of $33.40 was still on her statement and we explained to her we could not figure it out ourselves but we would be glad to credit her card or issue her a gift card.

  Ms. ******** said she wanted us to credit her card but refused to bring her card to us in order to issue the credit.  We then suggested she give us her credit card information over the phone so that we might manually credit her card....she refused to give us her card information.  We explained that it was impossible to issue her a credit without her card or the information and suggested, again, she may want to consider a gift card.  She refused the gift card and said she wanted a check sent to her in the amount of $33.40.  The manager did, at this point, explain that we do not issue business or personal checks to cus***ers.  She also told Ms. ******** we would be glad to mail her a gift card in the amount of $33.40 if she did not want to bring her credit card to us to issue the credit.  She refused.

  Our intention was to make things right for her, especially since we were unable to successfully determine how this charge got put on her card in the first place.  But Ms. ******** would not accept any other restitution but a check.

  If Ms. ******** would have someone bring her the 4.6 miles from her home to the pub, believe me, I would gladly give her $33.40 in cash from my own wallet just to resolve this issue.....I don't know what else to do for this lady.

  Business Response

  Date: 08/01/2023

  July 17. 2023

  **** ********

  ***** ****** *** **** ******* ** *****

   

  Dear Ms. ********:

  I attempted to contact you one day the week of 7/10. I do not recall the day because I made no note of it, but the number I called was: ************, since the voice mail recording said very clearly that I had reached "****," I assume it was you.

  However, since you chose not to return my call but rather contact the Better Business Bureau instead, I had no way to communicate with you further until now. 

  I am in receipt of your original "Cus***er's Statement of the Problem" and your follow up  "Rejection of Response" with the BBB and I must say that all of this drama could have been avoided had you:

  1) Given us your credit card so we could have credited the amount of $33.40, or 

  2) Had returned my call so I could make an arrangement to reimburse you. 

   

  Therefore, it gives me great pleasure to end this ridiculous matter by enclosing $35.00.

   

  It is our goal at O'Caine's to create a unique atmosphere, serve great food and attempt to make every guest happy. It is also our right to refuse service to whomever we choose or deem necessary. Therefore, I feel very strongly that you will be happier and so will my staff if, in the future, you choose other establishments in the valley in which to dine. 

   

  Sincerely, 

  ****** *******

  Owner

  Customer Answer

  Date: 08/01/2023

   I am rejecting this response because: The owner, ****** *******, wrote "It is our right to refuse service to whomever we choose." ****** additionally wrote that she and her staff prefer that I not return. And this is because I turned to the BBB for help in reversing an erroneous Visa charge. An O'Caine's Irish Pub employee made a simple correctable mistake. Several other employees I spoke with effectively cheated me out of a refund. ****** wouldn't return my request for a phone call directly with her. ****** reluctantly did refund two months later, after BBB stepped in. And for this I am the one banned. This is not an acceptable response to a cus***er with a legitimate complaint. ****** should've apologized to me, not banned me.