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:04/25/2025

  Type:Billing 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.

  Scooter’s Coffee
  Location: Brookings, South Dakota
  
  Recurring billing discrepancies and unresponsiveness to refund requests.
  
  I am submitting this complaint due to multiple billing errors I’ve experienced at Scooter’s Coffee in Brookings, SD. I consistently purchase the same order, one small hot coffee and three mini donuts, for a total of $2.14.
  However, I have been charged incorrectly on several occasions:
  
  February 18, 2025: Duplicate charge of $2.14
  
  March 30, 2025: Overcharged $8.25 for the same $2.14 order
  
  These incidents have caused unnecessary financial strain, especially as I live on a limited income. I brought this to the attention of Scooter’s Coffee management on person and via email but received no resolution or refund.
  
  I requested the following:
  
  1. A full investigation of these discrepancies
  
  
  2. Refunds for all incorrect charges
  
  
  3. Confirmation that steps will be taken to prevent this in the future
  
  Despite my good faith attempt to resolve this directly, I have not received a response. I am requesting BBB’s assistance in securing a refund and ensuring this issue is addressed appropriately.
  
  Desired Outcome:
  
  A full refund for all overcharges
  
  Assurance from the business that they will improve their billing processes to prevent future errors
  
  A response from the business acknowledging the issue
  
  Sincerely, * ********

  Business Response

  Date: 05/19/2025

  Good afternoon,

   

  first of all I am so sorry for the delay in a response. Do you know what email you were sending the issue in to so I can look into why it didn't get to us?  Second of all, I'd like to get this looked into ASAP. First of all, can you let me know how you are paying so I can look into how these charges are occurring (cash, gift card, or credit card and last four digits of the credit card would be amazing). Do you know how many times you have been charged incorrectly? I see two dates referenced are those the only two? The easiest way for me to issue a refund is mailing a check. What is the address I can send that to?

   

  Thank you!
  Kristen 

  Customer Answer

  Date: 06/13/2025

  
  

  
  

  REJECT BUSINESS RESPONSE

  
  

  Dear BBB,

  
  

  Thank you for forwarding the business response. I am not satisfied with their reply for the following reasons:

  
  

  1. I already submitted the screenshots of the transactions in my original complaint, as clearly listed in the attachments (Screenshot_**************0.png, etc.). It is not accurate for the business to say they did not receive them.

  
  

  2. The business has not provided a timeline or resolution for the issue, only a vague statement that a ticket was submitted. I have not received any follow-up from the app support team, nor has a refund, credit, or estimate been issued.

  
  

  3. I expected a prompt and transparent resolution for the overcharges, not further delays or shifting the burden back onto me after I’ve already submitted documentation.

  
  

  At this point, I am requesting:

  
  

  A proper review of the screenshots already submitted.

  
  

  A timely and specific update on the app ticket’s status.

  
  

  A clear offer for refund or compensation based on the overages shown.

  
  

  I look forward to a real resolution and accountability from the business.

  
  

  Sincerely,

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

  
  

   

   

  Business Response

  Date: 06/13/2025

  Good morning **********

  Thank you for allowing us the opportunity to respond further to your concerns.

  We understand your frustration and desire for a timely resolution. However, after reviewing the attachments provided in the original complaint, we must clarify that the screenshot referenced (e.g., Screenshot_**************0.png) does not show the transaction summary (attached screenshot that was received on our end). It does reference two specific dates with a total refund needed of $10.39. I am happy to get that amount refunded to you. Can you provide me a mailing address for the check? 

  
  If there are further concerns over mis-charges, please, submit screenshots or documentation that directly show the disputed charges, including:

  - The date and amount of each transaction in question
  - The source or platform (e.g., bank statement or app transaction history) clearly identifying the charges
  - Any confirmation numbers or identifying information

  I have included a listing of all app related transactions in case that is helpful to reference to let me know which ones are incorrect. 

  We are committed to resolving this matter fairly and promptly and will gladly process a refund or credit once we can verify the overcharges.

   

  Thank you!

  Customer Answer

  Date: 06/17/2025

  Request to Reopen Complaint ID ********* – Unresolved Dispute with Scooter’s Coffee
  
  Dear BBB Dispute Resolution Team,
  
  I am writing to request that Complaint ID ********* regarding Scooter’s Coffee be reopened. I remain dissatisfied with the business’s response, and I believe the matter has not been fairly or fully addressed.
  
  While the business has offered a partial refund of $10.39, this amount does not cover all disputed charges, and their message characterizes the evidence I previously submitted. I provided multiple screenshots clearly showing discrepancies between what I was charged and what I ordered via their app. The business has not acknowledged the full scope of those charges nor taken adequate steps to investigate or remedy the situation beyond that single refund.
  
  I am in the process of compiling additional annotated documentation, as they requested, to further clarify the specific overcharges. However, I strongly object to the closure of the complaint while legitimate concerns remain pending and unaddressed.
  
  Please reopen this complaint so I may submit my response and attach the supplemental documentation. I would also like the BBB record to reflect that I did reply with dissatisfaction and that the issue remains unresolved.
  
  Thank you for your continued assistance.
  
  Sincerely,  
  * ********* ********