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:09/03/2022

  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.

  Monday, August 29, 2022 thru Saturday, September 3, 2022
  $700 lost to Jefferson Hills Motel and then some and got discriminated against about my service dog NOT being a service dog....and get blamed for a damaged carpet that was not even damaged and was already stained from other tenants.
  And the owner won't even come into the room in order to check it....... they just blame and believe lies......

  Business Response

  Date: 09/22/2022

  Our guest checked into the motel on 8/29 and never informed us that they had a pet. We are pet friendly but any pets must be declared at check-in and there are fees for pets staying at the motel. On 8/31 our housekeeping staff entered the room for service and saw that the guest had a dog. They also discovered Pee pads laid out on the carpet as well as wet spots from dog urine near the door. We informed the guests that there was a pet fee for the dog and that the dog would need to be taken out to the bathroom and not allowed to use the room as its restroom. The guest said that the dog is a service dog but only had ESA (Emotional Support Animal) documentation for the dog. We do allow registered service animals to stay free of charge but ESA animals do not qualify and the $20.00 pet fee applies. 2 days later, on 9/2 we mentioned that we had not seen the dog being taken out and if they wanted to continue to stay the guests would need to pay a $200.00 cleaning fee due to the urine in the carpets. The fee only covers our costs on steaming the carpets. The guest came over and paid the fee and stayed another night. On the morning of 9/3 the guests screamed at my staff that they were being discriminated against and proceeded to call the police on our staff. They then caused a scene in our public areas demand all their money back for the 5 night stay as well as the cleaning fee they were charged. It was at this point that we stopped any communication with the guest and the officers on the scene informed the guest that they would not be refunded for the stay and that the would be better off finding alternate accommodations. 

  Customer Answer

  Date: 09/22/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

   

   
  
  Regards,
  
  
  ***** **********

   

  I have showed the business the ADA registration paperwork for both my dog being a service dog and also an esa dog that i have uploaded onto the bbb website and they have continued to  state that my dog is not a service dog and I want my money back as they made me feel uncomfortable, unhappy, uneasy, very sick and I feel like I was a victim to ongoing abuse from the company......never again will we stay at this motel as we kept getting told that we would have to pay $1,000 for the dog damaging the carpet by staff there......

  We want what is owed to us and will be looking to take further action against this company........