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:03/12/2025

  Type:Service or Repair 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.

  These people are literally mailing stacks of mailers to my home on a weekly basis. I received THREE last week alone. THREE!!!! I have been contacting them for two years to stop mailing these mailers to my home. They stopped for a while but now they're back with a vengeance. The woman that they are mailing them to DOES NOT LIVE HERE ANYMORE and has not for years. I got a nasty woman in their administrative offices who told me the woman needs to request the mailings stop herself. This is utter stupidity. If she still is coming to your establishment, she needs to update her mailing address because she does not live here. I am not bound to receive gobs of someone else's junk mail on a technicality. Leave me and my mailbox alone. Send a request to the USPS for a mail trace on Miss ***** if mailing her is that important to you but I want this mail to stop or I'm going to reach out to the Ohio AG, the DMA, and MGM corporate offices and the postmaster for help. This woman's name is ******* *****. My address that this junk is coming to is **** ********* **** ** ********* ** *****. STOP mailing my address stacks of this garbage every week. I see another complaint on this site of someone begging you to STOP mailing them. Why don't you stop when asked? If someone doesn't want contact with your company then leave them alone. Send your customer an email and ask them to update their mailing address. This is a form of harassment to have to throw out stacks of letters and thick cardboard mailers which are a complete waste of paper and trees every week. LEAVE ME ALONE AND STOP MAILING ME THESE THINGS.

  Business Response

  Date: 03/18/2025

  We have opted ******* ***** out of ALL direct mail. 
  
  Mrs. ***** will likely still receive most of April
  mailers/postcards as they have already been deployed but by mid-end April,
  there should be no more mailers being sent to Mrs. ******* home.
  
  I did try to contact the guest, but she did not answer. Let me
  know if I can do anything else to assist.
  
  Thanks!
  
  ****** ****** *********
  ******** * ****** **** ******* * ********** ****
  *** ********** ****
  ***** ********** ****
  *********** ** *****

  Customer Answer

  Date: 03/19/2025

  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.

   

  Thank you for your assistance. 

• Initial Complaint

  Date:12/03/2024

  Type:Customer Service 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 have requested for my wife and I to be removed from this companies mailing marketing list. I dont know how many times I have to ask or demand but we keep getting put back on it. The mailing will stop for a short time but then they start back up. I have tried over and over to get this resolved and we dont get a response.

  Business Response

  Date: 12/16/2024

  [[BBB transcription via email]]

   

  Thank you for bringing this complaint to my attention. 
  
   
  
  ***** wrote a comment on an MGM social media post about wanting to be removed from mailing. We saw the comment and took action. 
  
   
  
  I requested that ***** be opted out of all mail on 12/5/24, see attached email. The response came back stating that he was already opted out and shouldn't be receiving mail. Once receiving the BBB complaint, I followed back up to verify that the guest is opted out of mail. It has been verified for the second time that the guest is marked N/N (no for direct mail and no for email). 
  
   
  
  The below shows that he is opted out for January core mailer, same case for November and December core mailer.
  
   
  
   
  
  Also, ***** can only request for himself, his wife must make her own request to be removed.

  Customer Answer

  Date: 12/16/2024

   I am rejecting this response because: My wife just received more mailings on Dec 3,2024.   I have both pieces of mailings siting on my desk.
  
  
  
  

• Initial Complaint

  Date:07/10/2024

  Type:Customer Service 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.

  Entered by BBB staff LO
  Consumer states she want to the casino on 7/6/24. She went to sit down at a machine and a couple came over and told her she was in their seat, she let them know no one was sitting there when she got there and told them they could get security. The couple told her she needed to get up and she told them they needed to get security. Security came over and told her if the seat was empty she is okay to sit there. Another security guard named ******* came over and said he was going to watch the cameras and let her know if her story adds up. He came back and told her everything she said was true but once she plays her 8 free games she needs to get up because the seat does belong to the other person. The consumer did not understand what was going on because the seat was empty. The security guard told her she needed to cash out and leave the seat and if she doesn't he is going to make her leave. The consumer got up and let the security guard know she felt like she was being discriminated against. She went back the next day and made a complaint.

  Business Response

  Date: 07/24/2024

  I have spoken with Ms. ****** and have agreed upon a resolution. Her complaint is being addressed and followed up on by our Management team.

• Initial Complaint

  Date:04/17/2023

  Type:Billing 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.

  Visited MGM Northfield on 4/16/2023. Upon sitting down, I inserted my players card. Immediately, I received a notice that my account is locked and that I needed to approach the players desk. I proceeded to the players desk to ask what was going on. I handed over my players card and id. Security member *************************** then asked me to go with him to the security desk area. As we are walking, he mentions I intentionally spilled tobacco chewing liquid on a machine causing it to malfunction. I was surprised by his comment and that I would never do such thing intentionally nor do I chew tobacco. ***** then goes in his office to look on the computer and prints out an invoice. He brings me the invoice and informs me that on Feb 20th 2023, I intentionally spilled some the liquid on the machine bill collector causing it to break. The invoice was to replace the collector for 700. ***** said I would need to pay or face charges. I immediately said no, I would never do such thing. The invoice is dated 4/7/2023. I asked for a more in depth review. #1- I was not at this facility on 2/20/2023 so this is a false accusation. If someone spilled tobacco juice and broke this machine, it 100% was not me. #2- I have over ***** in comp cash that I have no access to since my account is locked. I need this corrected and my account reestablished as soon as possible. Thank you!

  Business Response

  Date: 05/02/2023

  We reopened this investigation in good faith and determined our original findings were accurate, minus an error on the date. **** is in fact correct and was not here on property on 02/20/2023. The incident in question happened on 02/26/2023 which he was on property. The surveillance coverage shows **** going to a kiosk to retrieve money three times within a 30 minutes period prior to the incident. The video shows **** holding the cup in his left hand and playing/pressing the machine buttons with his right hand. At one point he switches hands with the cup but then holds the cup in his left hand. Then **** stands up and pours the fluid from the cup into the ** of the machine and walks away. After about ***** feet you can see **** look back at the machine. If a member of law enforcement would like to view the video footage, we can arrange a time to do so. However, at this time we will move forward with efforts to collect the damages. 

  Customer Answer

  Date: 05/03/2023

   I am rejecting this response because:
  I asked to view the footage, the member of security did not show it and simply said he will review and call me back. He never did. Don't care to hear from them anymore. As I previously explained, not intentional as I don't remember the dates I was there but can confirm I was not there on the date they originally said since I was in another state. I travel a lot. In case my accident malfunctioned a machine, take it out of the thousands I've wasted there. This is a ridiculous accusation, especially with the loyalty I've had to this business. I will make another complaint at the corporate level since this shows no resolve. I am simply looking to have my rewards reinstated, simple. Will no longer drink any soda around a machine nor set foot in this establishment. They are just trying to pin a tobacco or whatever other sticky substance which would malfunction a machine because soda sure would not as I see spilled drinks all the time. This is what the security guy said, it was tobacco juice that caused the damage. Very unprofessional and childish behavior on their part. 
  
  

  Business Response

  Date: 05/15/2023

  [BBB transcription via email]

   

  BBB response Part 2:

   

  As previously stated the surveillance footage clearly indicates a substance being poured into the bill validator. It is not our practice to allow surveillance footage to be viewed by guests. However, due to Mr. ******’s faithful patronage we are willing to allow this instance to be considered closed at this time and will not pursue collection efforts.

   

   

  Customer Answer

  Date: 05/16/2023

   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.

  Thank you MGM Northfield! I appreciate your consideration and would be great if you could reinstate my MLife rewards account. I've been a loyal customer and hope to remain as one.