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Business Profile

Wineries

South Coast Winery

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:07/27/2023

    Type:Product Issues
    Status:
    Answered
    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.
    During 2020 my wife decided to take a trip to Temecula CA to celebrate our anniversary and stay at the South Coast Winery, a resort which we had previously enjoyed. Upon arrival, we entered our room only to find a disgusting room which included a filthy bathroom and used condom wrappers on the couch. Needless to say, my wife was extremely disappointed and staying in the room was not an option. Due to covid, the main hotel was closed and there were no other bungalows available so we opted to leave and try to find other accommodations in the area. The desk manager at the time, Ms. Cindy ****y, was very apologetic and offered us a comp visit to be scheduled in the future. There was no voucher presented or a time limit for the visit placed on the offer. We opened communication via a phone call and then via email for which the offer and chain were presented to the current desk manager. Multiple requests for the use of the offer were not possible due to an extreme back log on availability. Needless to say, time went by and I finally decided to again look into making the trip to Temecula and use our comped visit. As I had many times, I checked online for room availability on a day I was available to make the drive and was surprised to find 5 room available on the exact day. I quickly contacted Ms. ****y only to find she was no longer an employee at the spa. I asked for the new desk manager and was told by the attendant that took my call to forward him the email chain containing the offer. I few minutes later, I received a call and to my surprise was told that the vouchers expire after 12 months. Since this was not a voucher or some type of prize I had won at a raffle and all the Covid related lack of availability, I would have expected that the spa would have honored their offered, especially after ruining my anniversary weekend. I expect South Coast to honor their offer and accommodate my wife and I as they had offered for a weekend

    Business Response

    Date: 08/02/2023

    Dear D*** *******z,

    Thank you for your inquiry and for the detailed explanation on your experience with us back in 2020 and We are very sorry to hear your less than satisfactory experience.

    Unfortunately, it has been 3 years since the offer was extended thus the offer is no longer applicable. Our complimentary one-night stays have a year expiration and even if we wanted to make an exception, 3 years is way past that time.

    We are more than happy to offer you a very discounted rate and please reach out to our Reservations Department if you wish to revisit us. 

    Customer Answer

    Date: 08/03/2023

     I am rejecting this response because: I was never given a voucher or a time frame which can be clearly seen in the email chain I submitted. This wasn't a trip I won in a raffle. Plus, I can't take a vacation on their schedule. I tried to schedule and they weren't able to accommodate us and to then say the offer expired is bad business and customer relations. If the year time frame would have been disclosed to me from the beginning, then I would have no issue and wouldn't even be here but since it wasn't disclosed the offer should be honored



South Coast Winery is NOT a BBB Accredited Business.

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