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Business Profile

Motels

Pony Express Lodge

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:06/04/2024

    Type:Product Issues
    Status:
    Unresolved
    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.
    Subject: Formal Complaint - Unlivable Conditions, Theft, and Discrimination at pony express lodge **** ****** *** sparks nv 89431
    We paid $1000 for the month and 75 for the dog

    Dear BBB,

    I am writing to file a formal complaint against [pony express lodge on elrancho and prater ] regarding my recent stay from May 24th to present. Despite my efforts to address these issues with management, I have experienced unacceptable conditions, theft, and discriminatory treatment.

    Specifically:

    - The air conditioning vent was torn, and the room had a pre-existing bug infestation, including bed bugs.
    - My personal belongings, including $300 cash, glasses, and a PlayStation 5 controller, went missing from my room on May 29th.
    - Management, particularly Sandy, has been consistently disrespectful and used derogatory language towards me.
    - Despite requests, I was not provided with a WiFi password or adequate maintenance support.

    I believe I have been discriminated against due to my criminal record and current personal struggles. I have documented all incidents and conversations, including photos and videos.

    This situation is particularly dire for me as I am facing financial difficulties due to family members stealing from me. I am struggling to find employment because I cannot leave my dog unattended in the room due to the unlivable conditions. If I cannot resolve this situation, I risk losing my accommodation and being left homeless.

    While I am seeking a full refund of $1000 paid for the room, I also request that the BBB investigate this matter and inspect the hotel's conditions. I want to ensure that the hotel is held to a livable standard, regardless of my personal situation. I deserve a safe and respectable environment, and so do future guests.

    Please investigate this matter, and if possible, inspect the hotel's conditions. I appreciate your attention to this matter, and I look forward to your response.

    Sincerely,
    ****** ********* 

    Business Response

    Date: 06/05/2024

    Let me first respond by saying, this gentleman is not even the one who paid his rent. Second if you read his complaint he even states that his family had stole from him. I have attached copies from the text messages he sent to our property manager stating that "his friends are no longer allowed at his apartment, that if we see anyone going near his apartment to let him know." "That he apologizes he doesn't know why his friends stole from him" This gentleman has on several occasions verbally abused our property manager (an elderly woman), he put a large rock in his vent obviously to take pictures of it to make it appear as if he doesn't have cool air. We had (as seen in the attachment) pest control inspect his room, they found no bugs. He is trying to get money from us by making fraudulent accusations. And now he tells us, that if we evict him it is only a retaliatory action because he filed this false complaint.

    Customer Answer

    Date: 06/06/2024



    Complaint: ********



    I am rejecting this response because: of the way I’ve been treated yes I can admit that during the times I have tried to get help from theses people they just are very unprofessional and rude and no one has ever been like that towards me unless I was pushing buttons and making them do something about it witch they refuse and due to the way they act towards me has me believe that either they know who came into my room and took my stuff or they did it themselsves so I have put forth my best effort to resolve this issue without being rude or trying to get myself into trouble  I have reached out to people local in the sparks community and to the pd so one way or another we’re gonna figure this out or you could just give my people back there refund and I’ll go be homeless until I figure it out or we can make this a bigger deal I just wanted my stuff back my friends did not steal from me and the only people with keys besides myself would be said maintenance and management so why on earth would I hit a official website with some tweaked lies I can’t make this stuff up but I have voiced my concerns and when the supposed bed bug guy came there were no marking indicating that he was legit he didn’t even know what he was talking about I looked up what he said and none of it was true about Nats biting me no there’s some definitely weird stuff going down and I’m not cool with it so I believe the guy who came to do the bed bugs was not legit because when he sprayed he only sprayed one wall and the closet what type of professional does that this place ripped me off and I want justice I have been being a good member of the community and I’m reaching out to get help instead of taking matters into my own hands I hope that you will see that the discrimination and privacy abuse is really serious and affecting my well being I’m not okay and I don’t have any other opinions until I’m able to get a job or get to this program so this place isn’t worth nothing and when you do start digging I’m sure it won’t be a place much longer this is unacceptable and to think everyone here is twice my age and I have been more than respectful and I mind my own business until they touch my stuff and made me feel uncomfortable leaving my dog here by herself so I’m willing to be homeless and my friend who should get his money back is a outstanding member of the community and helps people like me I just want justice for this and will not stop until this lady is fired for the way she treated me I mean I still haven’t gotten new blankets and the guy came in and sprayed she refuses and I literally have to beg for the Wi-Fi password yeah I’m definitely not okay with this situation 



    Sincerely,



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

    Business Response

    Date: 06/06/2024

    At this time, I am not willing to humor this gentleman any further with his obnoxious, defamatory, fraudulent claims. He is wanting free rent or a refund which we are not willing to provide. I have already shown proof of his admittance that his friends are the ones that stole from him. We provided him with a very much legit pest control inspector as noted in the scans I provided. As seen in his replies he is concerned about being homeless, that is why he is doing all of this. He wants a hand-out. He can call whomever he wishes to complain, however, if he continues this path we will have no choice but to consult with legal counsel to file charges, as he continues to harass and verbally abuse my elderly property manager. No further correspondence will be submitted.

    Signed Deejay (Office Manager)

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