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:04/01/2025

  Type:Billing 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.

  I joined this Club 10/19/23 to participate in a ********************* wine tasting and making. Wine and travel are my passion. The event was fun, I proceeded in paying the monthly $42.00 fee which I felt was a little high but incl wine tasting and wine choice of certain price point. I attended various functions incl bringing a guest. For a winery outing at *********, despite attending -I left at very end and did not receive said bottle-which has been mentioned on more than one Occassion. I genuinely participated in events-we did a Sonoma trip, some issues-had to pay via *** ***-husbands account. A trip to *************** was to occur-ultimately expressed interest-bill for email ********************************************** did not process. Trip to ******** via pp I paid 12/27/23 $4479. With $500 bonus given for early payment. Ask to transfer to another pp account 12/29/23; manually; didn't seem to go thru again 1/25/24 pd again and 1/27/24. For 6/26. Noted the later would be refunded within 2 business days. Didn't happen. I contacted pp and dispute was initiated- 2 payments rescinded-which froze the wine club account angered ** *****. No communication after. A trip was announced I was interested in claimed filled other events I was left off of- dates changed on events sporadically, I cancelled wine club. 3/23 I don't find LLC standing and trips are part of *********** she is an advisor as *****, **********. Whom I also contacted ****** ******* founder and a ***** responded referring to ** ***** whose main concern was $500. Paying early why was I having to return the bonus? I feel Feb should be refunded as well. 3 business days was quoted for $3,979 - $500; plus ad noted above a 4th amount was on my ******** coming from ***. Also not received. The $500 was sent using email in Va trip which apparently did not go thru. Why use an incorrect email? $380. I feel smoke and mirrors- when she wants payment she promises the World. Why did I have to pay 12/23 for a 6/26 Italy trip?!

  Business Response

  Date: 04/02/2025

  This consumer joined a membership group which has very clear terms and conditions outlined here - ***********************************************************

  We bill both for our subscription service and events through ******* ******* is the only one that can complete a charge or modify her subscription and had the ability to do so at any time if she was not satisified. At her request her membership was cancelled on the same day of her request to do so.

  Regarding her annual trip, she was refunded via ****** from her initial dispute for a duplicate charge (she did so before the money could even be transferred back and issued to her). She now has filed another dispute to avoid having to return the $500 incentive credit that she received (upon cancelling her trip) - as outlined as a condition of the credit on both the trip details page and as note she received in her invoice. we advised that she could return it or gave a deadline in which she could have it deducted from her refund. The day before the deadline and refund processing, she initiated another dispute.  She confirmed that she previously tried to send the $500 back but sent to an invalid email address instead of just sending BACK To the Frederick Wine Club address. ****** let her know (attached was the "proof" she sent) that the payment was reversed due to it being sent to an invalid address. She later confirmed that it was returned to her but now claims i owe her money (a bonus) for paying for a trip that she requested to cancel and before we hit the refund deadline she disputed. So we should give her $500 To attend a trip that she's not going on? Trip details are here - including the statement regarding requirement to return the incentive credit upon cancellation of the trip attendance. I did as a courtesy waive the cancellation fee itself, but this incentive credit must be returned because it needs to go to someone who will attend. what decent person would want to keep money for something they are not going to and then not let someone else take advantage of that? - ************************************************************************************************

  She was not excluded from events. We are a social group. Because I work multiple jobs and because I was dealing with paying for events out of pocket while waiting for her initial disputes to process ( and honestly because i had gone to her home to help her clean up and be there for her when her bathroom flooded and was hurt that instead of just speaking to me, or hopping on a call with me, she initiated this tirade of harrassment) i did stop reaching out to her personally, but she, at that time was still part of all of our social media groups and newsletter and received the exact same information everyone else did. Both members and non-members invite people to meet them at vineyards or other places. ******* became angered because she did not respond to an open invitation to join a reservation (which the vineyard limited to six people). When she saw a social media post she indicated she was intentionally excluded. The invitation to join the reservation was posted on the same ******** page. The people who went saw it there and responded. She never responded and indicated she wanted to go to ************ OR sent the money for her tasting for the reservation and was therefore not able to join the reservation. We provided her with the details for the reservation and how she could book her own table to join us. She did not. Another member hosted a private St. ********* Day party at her home and invited friends (some of which are also members) to join her neighbors and family. ******* saw photos of this and again said she was excluded. 

  Upon her request to cancel, we immediately issued refunds and processed her cancellation. I have attached those documents. Additionally, the remaining open item is currently being addressed through ******'s resolution center because ******* opted to dispute to avoid having to return her incentive credit so that we can give it so someone who will actually attend the trip.

  In addition, this is completely a Frederick Wine Club business matter. But ******* has begun a campaign of harassment against myself and my family and friends. She was invited to a personal birthday party via group text (but she claims she was excluded from everything and that I was mad at her right - doesn't really make sense). She began texting that group chat with accusations and when i asked to call ****** to resolve (details in the attachments i provided) she refused to respond to that request, but instead just continued to send messages to the people on that chat. Then she began contacting my job (****). They responded to her 50th email and advised that this had nothing to do with them, but that they could see i was trying to work with her. Then she began sending them DMs on *** ***.  She has done so much more than jsut that and this is another form of harrassment.

  Her outstanding item is being addressed formally through the buyer/seller protections through ******. I've attached the history and emails and as much as I can, but there is no validity to her request that we now just need to randomly pay her $5800. This is insane and just complete harrassment at this point. 

  I have so many more emails and **** has also provided me with harrassment information on their end. I also have several complaint emails from several members who she has began harassing via group chats and that have asked her to stop contacting them.

  Customer Answer

  Date: 04/02/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  Again Smoke and Mirrors and unprofessional. I will succinctly show what I have already stated however ** ***** ignores the facts.

  1) I cancelled the wine club membership based on the fact goods not received and over paid monies not refunded, as noted: Charges on my ******** which made my score go down from 800+ to 700 From Frederick wine club via *** ***. ******** shows paid:

  12/27/24 $4469: with $500 bonus. asked advised didn't go thru 12/29/24 ******** shows entered manually from Frederick wine club. Asked to re-submit 1/25/25 as not gone thru and again 1/27/25.  4x on ******** confirmed with them. Refund did not occur as promised 2-3 business days I ADVISED. Weeks went by- called ******** who advised go thru *** *** who initiated inquiry. 2 of the charges were found in my favor 1/27 and 1/25. ** ***** was obviously irate saying account was frozen she would think of something and to return the $500. Which I did using personal email given. Did not go thru, pp advised could not use friends and family had to use pp credit which check I just received yesterday however, the $3979 (-500) has not been received; nor manually inputed amount $4479. And $42 non receipt of wine at ********** tasting. I was NOT included in events February, ******* lane - would have gone, and other events- given I was dealing with not one but 2 leak situations, I could not make **** celebration and responded to said text. I did reach out to ****, to founder who referred me to someone else. A ***** responded I had questions such as assuming I was still going to *****. Why was I having to return the $500. (In February)? The email for the Charlottesville trip $380. I copied from that bill ********* email with dash) and for $500 which as noted was re- credited. I spoke to ***** another member, who advised the many concepts ** ***** Dealt with- I agreed. But I still have not received money refunded as noted and I am cruelly accused of harassment which is simply not true. I did continue to reach out to **** and another person agreed I should write BBB and it is not customary to pay so far in advance. As long as I paid money, I was promised things- email in BBB initial correspondence even said, thank you for all you do a little something extra for you never know what that was.
  There was no communication from ** ***** after she felt I went over her head, contacting pp. Times when she impromptu wanted to do a conference call with pp, I was either with a elderly client or getting facts straight. Rather than be professional/apologetic I am out 3 trips, a bottle of wine and accusations. Another question I had for **** was in regard to training as it seems sorely lacking. The club had a nice premise, wine and travel- and I did ALL that was asked and gave ideas and suggestions- however there was mis management, changes at last minute, and lack of respect to client. 

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

  Business Response

  Date: 04/03/2025

  Because Miss ******* disputed the charge through ******, ****** is handling this. At this point, because she took that route we can no longer manually issue a refund. She is very well of that fact, as with all financial agencies, they communicate with the complainant regarding the process. That is the only reason she has not received her final refund. Additionally, it was her option to take the trip. Because we are traveling internationally, we choose to offer the option for anyone to book about a year and a half in advance. This allows us plenty of time to make plans And to try to get the best rates possible. Im sure that any person in ******* can agree that there is no such email as ************. I have never corresponded to ******* via that email address and I have never had a reason to send her my personal email address written out. She has received an email from me which means that she modified the email address that she sent to you. This could have easily been addressed if she had responded to one of my numerous request to get on a phone call with ****** to validate. She ignored each and everyone of those request and instead sent more than 30 emails to my employer and to other people. A simple phone call with ****** would have explained her error and wouldve confirmed the details in the email that she received from them that indicated she did not return the funds.
  to address everything else. All I can say is that when you go to our website and pay for something you are prompted to log into ******. I do not know ******** ****** information so common sense tells you that there may be some information supplied in her response May not be completely accurate. She is the only one that can log into ****** to complete transactions as well as to provide us evidence of anything that was sent over to us and she refused to do ***** this point, Miss ******** membership has been canceled at her request and because of the harassment that our members and myself have experienced, she has been blocked from all social media and all other correspondence with us outside of a formal form which she has also opted not to submit. Instead of accepting this, she created a fake account which Ive had to also block - Which evidences the level of harassment that she continues to take with us. There is no further business that we have with Miss ******* other than waiting for ****** to close out her remaining open item.  We would be fools to send her an additional payment when they will also be taking that payment from us Once that process is completed. I would encourage Miss ******* to wait for them to close out the process Because she chose not to wait until the third business day, Which is when we advised her, she needed to supply us with documentation or we would process her refund. Instead, she got up early that morning and filed a dispute, which is completely her right and her choice, but now, unfortunately, she will have to wait until that process complete before she receive her refund. Im not sure that any of the other continued concerns require a response. Any of our members are allowed to attend any wine club sponsored events at anytime. If she failed to respond to one or was not invited to a personal event, none of those are the responsibility of the wine club. Throughout her membership, she received every communication that everyone else received and additionally, I went to our home and personally helped her with a flood in her bathroom and went to dinner with her. We went above and beyond, but when she began to harass me, I then did exert my right to no longer communicate with her at a personal level. Having to continue to address this now with the Better Business Bureau is further harassment. I am not sure what ******* hopes to get out of any of this other than to attack us in our business. She is entitled to her opinion and that is fine, but as you can see evidence in the proof that Ive sent, there are no additional funds that we owe her outside of the dispute, which is currently open through ******. Once they complete their process, that matter will also be closed. 

  I would prefer to have this matter completed and closed out and to move on with my life, as I would hope that ******* would as well. We wish her the absolute best and hope that she finds people of a more similar mindset that she can engage with in a better and more positive way.

  Business Response

  Date: 04/03/2025

  I wanted to also provide additional evidence. When we realized she had a duplicate charge - in January, we immediately issued a refund. Before that could even process she filed a dispute at that time. Here is the initial refund request. This refund was then cancelled by the ****** dispute team and she was refunded via the dispute process. Attached was the original refund request that we initiated. - ***** states that we ignored her request and did not respond. As you can see, that is false.

  ***** states that we did not try to help her or resolve the return of the $500 incentive credit to us. Attached is correspondence discussing that and asking her to get on a call with us so we could help her locate the funds that she insisted she actually sent to us. SHe ignored these requests and did not respond.

  ***** states that she has not been harassing me. **** is my job - where I make money to support my family. Additionally, because we have partner vendors, the wine club benefits from great travel benefits. Not only did she begin to email them all of her wine club complaints which they have nothing to do with. She also then begin contacting them via TikTok DM after they let her know that this was not something they could assist with. See attached.  

  Better Business Bureau, if you are truly looking out for the business and consumer, I would be happy to participate ina  mediation session with ms ******* to figure out what she is actually hoping to get out of this. She has receive her funds (except for the open dispute item). Her membership and trip are cancelled at her request. I have ceased all communication and she will not receive any wine club information. What is the end gamer here? Let's figure it out so we can all move forward.

  Customer Answer

  Date: 04/03/2025

  To reiterate- I attended most activities as I was able, and ENCOURAGED. I paid accordingly. Things went downhill when NOT receiving refund in 2-3 business days, for trip To ***** January- I initiated an inquiry to ******** to verify non refunded and was referred to *** ***. The charges are: billing Frederick wine club for trip to ***** 2026

  12/27/24- with $500 bonus (not to tell anyone) $4479
  12/29/24 -manually submitted from Frederick wine club $4479 told didn't go thru

  Called~advised wanting to transfer to business ****** asked to resubmit

  1/25/25 $4479 Frederick wine club did not show up at first resubmitted 1/27/25Advised Pp

  ****** saw the duplicates and 1/25 and 1/27 were rescinded (given back) which froze ********* account-I did not know this would happen- asked to return $500

  I paid for *************** but the bill has incorrect email didn't go thru. 
  I used that email to return $500 per request (even tho still going on ***** trip)

  Apparently it did not go thru and paid via ****** credit putting funds on credit card which were only recently were refunded however, it was indicated $3979 was being processed - $500 which as of todays date not received. Despite claiming 3business days.

  12/29/24 $4479. Is still outstanding, ******** had indicated if there was a problem I can initiate action on pp. I can either do that or small claims court. 
  I was giving the business the opportunity to rectify the situation she had to have known she had more money in her account than allocated. 
  I also did not receive bottle of wine on a monthly excursion which was brought up numerous times. 
  I was not aware of the ******* trip but advised it was already filled. That was the straw that broke the camels back. 
  I touched base with **** to verify standard business practices AND to see if other opportunities existed for ******** -***** as I definitely feel put out regarding these last (3) trips. 
  promises are made to acquire the money for things- given this attitude which is unprofessional and twisting facts to finger point-I made the right decision. As wine and travel are my passion, there are other groups who are not coning  to their clients. Mistakes happen. A savy business person listens to their clients, and rectifies the situation, not be defiant and blaming. I am definitely still owed $4479; $3979 (-500 she keeps harping on moot) and $42. No communication Feb and No wine on wine excursion. For future, communicant- but not last minute demanding calls with ****** when I am with clients and claiming non-compliance. I didn't want to be entrapped with more one sided allegations and responded by email with facts.

   

  Customer Answer

  Date: 04/04/2025

  
  Complaint: ********
  
  I am rejecting this response because:v

  To reiterate- I attended most activities as I was able, and ENCOURAGED. I paid accordingly. Things went downhill when NOT receiving refund in 2-3 business days, for trip To ***** January- I initiated an inquiry to ******** to verify non refunded and was referred to *** ***. The charges are: billing Frederick wine club for trip to ***** 2026

  12/27/24- with $500 bonus (not to tell anyone) $4479
  12/29/24 -manually submitted from Frederick wine club $4479 told didn't go thru

  Called~advised wanting to transfer to business ****** asked to resubmit

  1/25/25 $4479 Frederick wine club did not show up at first resubmitted 1/27/25Advised Pp

  ****** saw the duplicates and 1/25 and 1/27 were rescinded (given back) which froze ********* account-I did not know this would happen- asked to return $500

  I paid for Charlottesville but the bill has incorrect email didn't go thru. 
  I used that email to return $500 per request (even tho still going on ***** trip)

  Apparently it did not go thru and paid via ****** credit putting funds on credit card which were only recently were refunded however, it was indicated $3979 was being processed - $500 which as of todays date not received. Despite claiming 3business days.

  12/29/24 $4479. Is still outstanding, ******** had indicated if there was a problem I can initiate action on pp. I can either do that or small claims court. 
  I was giving the business the opportunity to rectify the situation she had to have known she had more money in her account than allocated. 
  I also did not receive bottle of wine on a monthly excursion which was brought up numerous times. 
  I was not aware of the ******* trip but advised it was already filled. That was the straw that broke the camels back. 
  I touched base with **** to verify standard business practices AND to see if other opportunities existed for ******** -***** as I definitely feel put out regarding these last (3) trips. 
  promises are made to acquire the money for things- given this attitude which is unprofessional and twisting facts to finger point-I made the right decision. As wine and travel are my passion, there are other groups who are not coning  to their clients. Mistakes happen. A savy business person listens to their clients, and rectifies the situation, not be defiant and blaming. I am definitely still owed $4479; $3979 (-500 she keeps harping on moot) and $42. No communication Feb and No wine on wine excursion. For future, communicant- but not last minute demanding calls with ****** when I am with clients and claiming non-compliance. I didn't want to be entrapped with more one sided allegations and responded by email with facts.

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

  Business Response

  Date: 04/04/2025

  This consumer initiated a dispute for a total of three charges to *****. If she paid a duplicate charge for Sonoma, which occurred over a year ago, and we were not made aware of. We are happy to resolve that with her, however she up until this moment in this Better Business Bureau complaint has never mentioned it, and she also did not mention it in any of her other correspondence. At this point if she would like to resolve these issues, she will need to reach out to us directly and submit her request to be at the form so that we can work with her. We cannot help her with issues that were not brought to our attention. She did attend the trip to ******, and we will need to look back in our records. If she feels she received a duplicate charge. We did not see a duplicate charge and those transactions occurred in The beginning of 2024. Again. This consumer is welcome to reach out to us directly and submit her request via the method that we have provided to her to prevent future harassment. But as she has falsified several documents and provided misleading information, we will also need to look at our account history to work with her, and we will work with her directly through our Payment servicer system, which is currently ******

  Business Response

  Date: 04/04/2025

  I also wanted to provide the form link that we have provided to Miss ************ for her correspondence. Because each time we attempt to transact with her or issue a refund for the amount due, she Immediately files a dispute instead of working with us as normal reasonable people do, she is welcome to submit any documentation and direct information regarding her request via this link - We will then use that to transact with her and issue anything that may be due to her or issue invoices for any money she owes us via ****** only. She is provided with this link automatically each time that she sends an email to Frederick wine club. But you may also provide her with the link again it is located here - ************************************************************************************************************************************;
  as of today, she has not submitted any of this information to us related to any additional payments other than ones that she provided in her original complaint. We definitely want to ensure that this is handled with integrity and in a timely manner, but to protect us because of the inappropriate way that she continues to harass us and instead of allowing us to process the transaction, filing a dispute when shes been made aware of the fact that we are processing a transaction, we must handle this in a more formal manner. 

  Business Response

  Date: 04/04/2025

  I am the one who proposed the offer to mediate, but I do accept. But I do want to be clear that I proposed mediation.

  Business Response

  Date: 04/04/2025

  I am the one who proposed the offer to mediate, but I do accept. But I do want to be clear that I proposed mediation.

  Customer Answer

  Date: 04/04/2025

  I have provided proof and evidence that I paid money to the Frederick wine club for a trip that will not occur until a year from now.. I was not provided a refund as was indicated within the time allotment SHE indicated. That was end of December, it is now April and still not refunded.

  I paid on demand and showed where in ******** money was paid, 4times with 2 refunds with ******-due to the fact I made a query. If I am not reimbursed, I will write Consumer affairs or  ******** States Attorney as FRAUD. I should not have to pay more money to have funds returned. 

  In the previous attachment I sent, a similar scenario occurred  with The Sonoma trip- debiting funds, switching funds. She keeps saying trust me but apparently cannot be. 
  

  iIt seems a good partner business would make things right vs condemning the client who in-her words was always supportive. 

   

  Customer Answer

  Date: 04/04/2025

  I cannot deal with someone who keeps changing the premise of trip specifics. There is no harassment. Clearly she is attempting to make me out the bad guy. 
  I don't even respond other clients I collaborated with given the drama she is trying to create.  
  I just want my money back that is owed. 
  I still dont have the $3979 she claims initiated.  I still have not received the bottle of wine from monthly outing.

  It appears $4469 is still outstanding- I will check with ********. 

  Customer Answer

  Date: 04/05/2025

  4/5/25 per ********, there is still no credit for the 12/29th charge of $4,479 or 12/27/24.

  we are waiting to see if $3,979 shows up (minus $500 claimed owed) shows up as it is after 10 days. 
  

  If this fails other courses of action will be implemented.

  Customer Answer

  Date: 04/09/2025

  Thank you for your response. The reason I consulted BBB with concerns regarding The Frederick wine club were NOT resolved. I submitted evidence in writing with emails, screen shots of being charged 4x on a trip to *****. Two were rescinded by my contacting *** *** as they were not refunded, as indicated 2-3 business days. *** ***, is the method which ** *****, owner asked and to return $500 bonus for early payment, paying 12/27/24; (why Im still not sure) which I attempted to do but given an incorrect email-did not go thru. After that, no communication and left off other activities. I resigned from *** and unable to retrieve remaining money owed. I reached out to **** the travel company, and shes claiming harassment, more smoke and mirrors. She says one thing and does another, doesnt follow thru on things... I missed out on trip to *************** and ************. I am still owed $4479 -$500. And didnt receive bottle of wine as part of $42. From monthly wine outing, with a Monthly fee that incorporates a bottle of wine. This is not a professionally run club and not LLC  I feel as if she is playing me and I chose not participate in mediation to hear more one sided excuses and justification based on misconstrued information. I just want my money back. Im out a trip to ********, *****, *************** and *******; there are other places to travel with.