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:09/25/2023

  Type:Delivery 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 filed 2 lost item reports - Never got an update on ******** other than confirmation of report -Got a few updates on other lost item ******** (personal artwork) that it hasnt been found. -Have reached out to Chargerback to get update on lost item my laptop computer and no response . -I have updated lost report and no response no communication on My computer

  

  Business Response

  Date: 09/25/2023

  Hello, we are very sorry to hear of Ms. ***** below complaint. We do kindly ask that she understand our role in this process.
  
  Chargerback is a lost and found software used in the travel, entertainment, and hospitality industries, to help manage there lost and found. While our system takes lost item reports, sends notifications, and accepts payment for the shipment of found items, our staff is not on site, we do not ever physically handle the items, nor do we have a say in their status. Those duties belong to our great partners, such as American Airlines.
  
  According to our software,unfortunately Ms. ***** items were not located by our partner, AA.
  
  Specifically, to Ms. ***** claims that she was not sent updates in regard to her lost computer, our system indicates she should have received notifications on July 21st, July 24th, August 3rd, and on August 18th.Occasionally, these emails are accidently filtered into a spam or junk folder.
  
  Finally, we did check through our support records, based on the information provided, we do not see any messages or voicemails from Ms. ***** If she is able to provide a time stamped copy of those messages, we would be happy to take another look.
  
  We do apologize for any inconvenience, and that her items were not found. Unfortunately, some lost items are never found.

• Initial Complaint

  Date:07/23/2023

  Type:Service or Repair 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 went on your website *************** to try to put in our lost item which is keys and I put in CityWalk Orlando Florida there’s nothing to hit test there’s no submit button I’ve tried 12 times already this is no way in to complete the request finally keys that I lost at the x-ray machine leading in to the two parks which are universal studios and islands of adventure I didn’t lose it in the park so I lost it at the check in the x-ray machine in the round black Bucket but I can’t get anyone live at the park and I can’t complete anything on your site I need a call I need to speak to someone live at CityWalk Orlando that governs the x-ray checking areas at the parks the keys have two brass keys one of which has a square head and the other brass key is a mailbox key and then there are a couple of small very small silver keys that open very small locks

  

  Business Response

  Date: 07/24/2023

  Hello ******, we see in our system that you were able to file a lost report with our partner, Universal Orlando Resort, and as of 7/23 your item was found and shipping has been paid for. As I’m sure you noticed, you would first need to search for Universal Orlando Resort, then once on the form you will be able to select the location on property where the item was suspected to be lost.
  
  While it looks like your case has a happy ending, if you have any further questions, pleas reach out to us at ***********************
  
  Thank you

• Initial Complaint

  Date:04/12/2023

  Type:Service or Repair 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.

  Left laptop on ****** train Saturday, april 8 traveling form ****** and arriving in ******** at 4:40 p.m. Contacted ****** Lost and Found who informed me that items from trains were collected on Mondays and asked me to call back Tuesday., April 12 (today). I just did so and was unable to find anything out. They did not seem to have a record of my previous call.I would appreciate your help.Thank you

  

  Business Response

  Date: 04/13/2023

  Hello, we are sorry to hear of Mr. ******** complaint. We do kindly ask that he understand Chargerbacks role in this process.
  
  Chargerback is a lost and found software used by entities in the travel, hospitality and entertainment industries, as in this case, our partner, ******* While our software takes lost item reports, sends notifications, and accepts payment for the return of found items, our staff is not on site, we do not ever physically handle the items, or have a say in their status. Those duties belong to our partners. In the event your laptop is matched up with your report, you will receive an email (or text), with return options.
  
  We did take a moment to cross reference your email in the system and see that there are two lost item reports for ******* However Those are both for missing iPads and that might be where the disconnect is as below it is stated a laptop was left. Please find your lost item report confirmation email, and there will be a link to edit your report.
  
  You may also reach out to our staff at ********************************** for further assistance.

  ************************* CPA

  President

  Chargerback, Inc.
  

  Customer Answer

  Date: 04/14/2023

   
  Complaint: 19927088
  
  I am rejecting this response because:my lost item is indeed an Ipad -- not a laptop.

  What should I do next?
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/18/2023

  We see that ****************** was able to update his lost report to the appropriate type of item, an iPad. The next step is that our partner,Amtrak will need to confirm hey have a match in their inventory. Once they do,****************** will receive an email with return options.

• Initial Complaint

  Date:01/05/2023

  Type:Customer Service 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.

  On 12/21/22 my family of 8, & I boarded the Princess ********* Cruiseship, San *****, ** for a 7-day Mexican Riviera Christmas cruise. Our luggage was to be delivered to our Cabins that day, the first of which for me was my computer Laptop, lying on my bed when I had returned to my Cabin from one of my outings.I am, just this moment, remembering...I had asked my ********************(?) to 'separate the King size **** making it into Twin Beds as my family members would have a place to lie down if/when they visited me in my Cabin. I am not certain that I saw my Laptop, having been delivered, on the 'King ***** or later, when it was separated, on top of the Twin bed closest to the balcony.My other larger luggage arrived later that evening.I was again going to leave the Cabin to join family members. I did not want to leave the Laptop in view of anyone coming in to service my Cabin, so I either placed the Black Laptop Holder 'Under' one of the beds, ...(King) **** ****** **** or...I may have stored it on top of the overhead Clothes shelf near the bathroom.As I must have been excited about the upcoming journey, I did not THINK about my Laptop the entire cruise. It was not until we arrived at my ***************in-law's home there in *********** (I had flown in from my home in ******* a few days prior to the cruise), that I realized I had left my Laptop on the Ship! I called immediately...and had asked the help of our Cruise Director, as I was advised by your ***** Services Dept.to do.Please check the status of your search...Claim#'s I was given are...26160944 and ********. My BOOKING#...3W4MDW.MY CABIN#...C512 Daughter's name in ***********...********************* -CABIN# WAS C510...************.THANK YOU!************************* ************ THANK YOU!

  

  Business Response

  Date: 01/06/2023

  We are sorry to hear of Ms. ******** complaint. We do ask that they please understand our role in this process.
  Chargerback is a lost and found software that is used in the travel, hospitality, and entertainment industries to help those business entities manage their lost and found, like out partner, Princess ****** Lines.While our software takes lost item reports, sends notifications, and accepts payment for the return of found items, our staff is not on site, we do not ever physically handle the items or have a say in their status. Those duties belong to our partners, in this case, Princess ****** Lines. In short, we are not directly involved in the search, recovery, or return of items. We will alert Princess ****** Lines of this BBB complaint for their attention.

  Customer Answer

  Date: 01/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/13/2022

  Type:Service or Repair 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 filed a report regarding my missing watch that walked out of my room without me I have ask for a replacement and they continue to give me reports on we are still looking , it was a polar brand watch I went to dinner and left in my room on counter when I returned it was gone I wear this watch everyday because I count my steps it is valued a 250 to replace but I ask for 200 because that is what it cost. I have gotten 4 emails from them saying the same thing over and over my claim number is ******** I am not able to upload emails

  

  Business Response

  Date: 12/14/2022

  We are sorry to hear of Ms. ******* complaint as well as her missing watch.
  
  We do ask that she please understand our role in this process. Celebrity Cruises uses the Chargerback software to help manage their lost and found process. While our software takes lost reporting forms, sends notifications and would accept payment for the shipment of found items, our staff is not on site, we do not ever physically handle the items or have a say in their status. Those duties belong to our great partners such as Celebrity Cruises.
  
  Because of our role, Chargerback would not ever replace items left behind by our partners customers. We have also not received any payment or compensation from **************** because her item was not found. As mentioned above, the only payment we would receive would be for the shipment of a found item.
  
  If **************** would like to email our support team at ********************************** we would be happy to pass along her message to the appropriate staff at Celebrity Cruises.

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18565405
  
  I am rejecting this response because: I Would like my watch replaced it was taken from my room one day before I was to do a back to back sailing I am sure they will not find something that was taken so I would like to know who I may contact for a replacement.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 12/16/2022

  We once again ask **************** to please understand our role in this process. Chargerback is a lost and found software company. Our software is used in the travel, hospitality, and entertainment industries to help manage their lost and found process. We are not on site or physically involved in the process.
  
  As **************** indicates she would like to be compensated for her watch or have it replaced all together. She would need to contact the entity where the watch was at.  We are not at liberty to provide that information.Chargerback has no involvement in her complaint regarding the missing watch and why it is missing, thus making an invalid complaint.

• Initial Complaint

  Date:08/03/2022

  Type:Service or Repair 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 ****** Airlines found my found after I reported it lost and filed a claim form through Chargerback. However, the ****** agent told me to go back to the claim form and pay for shipping. I could find no way to pay for shipping charger back still thinks my phone is missing. I cannot call chargerback and their website is not helpful. I could have my phone back tomorrow however I cant find a way to communicate to chargerback that the phone has been found. Please help me. Please! This is simply a communication problem. Someone needs to call ****** at the ************* airport and ask them to report the found item to chargerback!! I cant do what they are asking me to do (go to the claim form and pay for shipping).

  

  Business Response

  Date: 08/05/2022

  We are sorry to hear of ******************** complaint.
  
  We do first ask that she understand our role in this process.
  
  ****** Airlines, uses the Chargerback software to help manage their lost and found. While our software takes reports, sends notifications and accepts payment for the shipment of lost and found items, our staff is not on site, we do not ever physically handle the items or have a say in their status. Those duties belong to our partners such as ****** Airlines.
  
  We did notice that ******************** was sent an email with return options Thursday afternoon. That will allow her to pay for the shipment of her item. If she is having trouble she may reach out to our support staff via email at ********************************** or you she may call our support line at ************ ex 1.
  
  In that ******************** has been sent the return options email from our partner, ****** Airlines, we kindly request she consider the matter closed.