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:08/27/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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 came to ** from ******* to stay with a friend but unfortunately it did not work out and I ended up homeless in **. My first three nights of homelessness I spent in this hotel at the end of June. The hotel staff was aware of my homeless status as every morning it was questionable whether my card would hold a charge or not as my bank account was severely overdrawn but I had nowhere else to go. I had a very detailed conversation with manager ***** about it because he doublecharged my card at one point locking up money that could have afforded me one more night but unfortunately the refund never hit my card in time. During my stay I utilized the laundry room to wash mine and my sons dirty clothes and hung them in my room closet. On the final morning, the refund still had not processed and my card would not take another charge so I left very quickly as it was already past checkout time. Within a couple hours I realized that I had left all the clothes hanging in the closet and called ***** to let him know and he said no problem, I could come whenever to get them. Unfortunately it took me a couple weeks to get back there given my homeless situation and lack of transportation but I know most hotels will hold things for 30days and I had already spoken to the hotel who said whenever so I was not concerned as there did not seem to be any sense of urgency. When I arrived all of my belongings were gone. At least $1000 of designer clothes from my pre-homeless days. I was not given any apologies or explanation, just no theyre not here. When I asked if there was other staff I could speak to or a manager above ************ was told that his manager would have been the one to make the decision about where my clothes would have gone but she was on vacation and wouldnt give me her contact information. I contacted corporate several times and was told it had to go through the hotel but they were passing on the information, I also sent emails to this manager but she refuses to respond

  Business Response

  Date: 09/12/2023

  Dear BBB,

  Thank you for forwarding guest's complaint to my attention. 

  As per our hotel's policy, all the Lost and Found items will be kept in our property for up to 2 weeks. We are sorry for the miscommunication between the guests and our employee. Please understand that it's the guest's responsibility to keep their belongs with them. However, we will process a refund to the guest equal to her last night's stay in amount of $112.33 as a courtesy. 

  Please feel free to contact me if you have any questions or concerns.

  Best regards,

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

  General Manager

  Quality Inn Edison

   

  Customer Answer

  Date: 09/12/2023

  
  Complaint: 20528383
  
  I am rejecting this response because:
  
  I would like to know where over $1000 of clothing on velvet hangers disappeared to and why it would take months to get a response. There is no way I can replace everything I lost for $112, not too mention I do not believe that my clothes were held for two weeks, as that is about the same timeline it took for me to return. Im ready to inquire into criminal theft charges if my items are not returned or reimbursed in full.
  
  Regards,
  
  *************************************