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:08/12/2024

  Type:Product 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.

  My friend and I reserved and paid to rent the 1901 Cabin at Bird and Butterfly Bed and Breakfast. No Locks on the interior doors. The owners Barged into our room without knocking. After we checked in, at 7:30 pm, we freshened up, then went to eat around 8:00 pm. We were there less than one hour total. While gone, the owner went into our cabin, rummaged through our things, stole my New large Yankee Banana Nut Bread Candle, which cost $30.We got lost in the darkness of the Big Thicket, when the restaurant the owner sent us to was a bar/dance hall. Still no food. We finally made it back to our cabin at 10:30.Then the owners accused us of smoking in the cabin and threw us out. We did Not smoke at any time, inside or outside the property. The owner said she would refund my money, then later sent a message saying we smoked and would not get our money back. We told the owners, we never smoked. But, the owners yelled at us, that we have 15 minutes to get out!We are two elderly ladies, 66 yrs old, who wanted a nice weekend in the country. We were thrown out at night in pitch black darkness of the Big Thicket near ******************************************, **. We we lost for hours driving in the darkness. We did NOT Smoke. We did NOTHING wrong. The owners owe me half of $350.30 the total bill for that night, which would be $175.15. The owners also owe me $30 for the candle they stole. The owners owe me $205.15

  Business Response

  Date: 08/15/2024

  According to ****************************, Cyberbullying is bullying that takes place over digital devices like cell phones, computers,and tablets. Cyberbullying can occur through SMS, Text, and apps, or online in social media, forums, or gaming where people can view, participate in, or share content. Cyberbullying includes sending, posting, or sharing negative, harmful,false, or mean content about someone else. 
  
  During the week immediately following her departure, **************** made false claims about our business on her ******** page and limited who could comment on them.  If you werent one of her hundreds of friends on ********, you couldnt see it and couldnt comment on it.  But her friends all did, and she encouraged them all to share her lies.  And they did,dozens of times.  This is literally the definition of cyber-bullying. 
  
  Lets take on her complaint.  There are Ms. ******* outrageous lies, and then theres the truth. Keep in mind these are lies she spent a week posting all over ******** (on her own page and on many of our posts), and that now materially differ with the complaint she has filed with the BBB. 
  
  THE TRUTH is that **************** and her companion were asked to vacate our property at midnight,as she claimed many times on ******** (though she claims here it was 10:30 pm).  Her statement that we have no locks on the interior doors is a lie. Her statement that we barged into their room is a lie.  Her statement that they checked in at 7:30 pm and were off the property by 8:00 pm is a lie.  Her statement that we rummaged throughtheir things is a lie.  Her statement that they were off the property from 8:00 pm to 10:30 pm is a lie.  If the condition of the property is a lie,her interactions with us are a lie, the timeline is wrong, and other statements in her complaint are also lies, whats the likelihood shes also lying about not smoking?  Because based on the above,its hard to tell if shes even capable of telling the truth.
  
  THE TRUTH is that Sat Aug 3, 2024, **************** and her companion checked in for a stay at our 1901 ***** and were asked to leave at midnight for violating two of our written policies, smoking and burning candles. Our policies are automatically emailed to guests by our system when they book (and the system also sends us the email at the same time, so we know its been delivered).  Of note is that after smelling marijuana, we texted them and talked to them in person about the no smoking policy.  **************** stated she was aware of the no smoking policy, having read, in her words, all your policies.  After clearly violating the no smoking policy, and then leaving a candle burning unattended in our +120-year old cabin to attempt to cover the marijuana smell, they had violated two policies.  It was clear they could not follow rules they said they understood, and we did ask them to leave.
  
  Lets address her timeline problem.  She asserts they arrived at 7:30 pm and left for dinner at 8:00 pm.  Sorry ****************, more lies.  When you resort to telling lies that can so easily be disproved, it doesnt make people think youre the victim.  It makes people see that the truth doesnt support you, and it makes you look weak.
  
  THE TRUTH is,**************** and her companion were in the cabin after 8:00 pm.  This is a fact because  (1) we have a no smoking text message sent to her at 8:10 pm and (2) we spoke with her in person on the front porch of the cabin mere minutes later.  And we assert they were in the cabin until pretty close to 10:00 pm, so more like two hours and not the 30 minutes she indicates.  We can say that with some certainty because (3) when we shut down the property for the night between 9:15-9:30 pm, their car was still at the cabin - we saw it when we went to turn off the front deck lights - and (4) at 11:00 pm, *************** woke us up with a frantic call because they were lost.  She stated the place theyd gone to dinner had stopped serving at 10 pm, they then went to go find food, were now lost, and needed help getting back to the property. 
  
  She has persistently said they didnt smoke.  Can we prove they did?  We cannot.  We didnt find paraphernalia or physical evidence of the activity.  But what I can say is that the cabin did not smell like marijuana when they checked in, but it sure did when they checked out.  And if they werent smoking, why did they leave a candle burning when they left for dinner at 10:00 pm, after two hours in the cabin?  Have we mentioned the empty wine bottle?  Yep, it was right next to the burning candle so impossible to miss.  I even took a picture of them both, and its date stamped at 11:12 pm on Saturday Aug 3.
  
  THE TRUTH is,we found them, notified them they were leaving that night and we all returned to the property at 11:45 pm.  While they packed, I made them a reservation at the *********** in **********, texted them the map pin and phone number, and we all departed, with them following us about 20 minutes to Highway 190 from which point it was a straight shot for them to ********** and the reservation waiting for them.  ****, the Holiday Inn desk clerk said he would hold it for them until 2:00 am. They left, we returned to the property at 12:45 am and began airing out the cabin.  I have photo evidence date stamped at 12:59 am Sunday Aug 4, showing the fans hard at work.
  
  THE IRONY is,had they not awakened us at 11pm with a frantic phone call because they were lost, we wouldnt have left the property, wouldnt have seen the flickering candle through the window, wouldnt have entered the cabin, and wouldnt have asked them to depart.  We would have been fast asleep in bed!
  
  On Mon Aug ******, we notified **************** via email that we were successful in airing out the cabin ahead of the Sunday afternoon check-in and would not be charging the $500 smoking violation and cleaning fee (which we were entitled to via the policies they acknowledged) but that we were also not issuing a refund.  Ms. ******* response to this was to harass us with emails and text messages for the next four days, stalk us on ******** and cyber-bully our business, making outrageously false claims about our property that she has also repeated here.  These have been proven to be lies, with video documentation we have provided and shared on social media.  She also asserts we rummaged through their things.  What a preposterous claim!  We had no reason to do that, and we did NOT do that.  If we had, we probably would have found physical evidence of the marijuana smoking!
  
  There are considerable inconsistencies in her various accounts, and ** remind **************** that I have text messages, phone calls and time-stamped photos that support the timeline I have reported in this response, and that contradict the timeline she states in her complaint.  What I can assure readers is that if even a fraction of her lies were even remotely true,there is no way we could achieve the exceptionally high rating we have earned on ****** and TripAdvisor, nor could we continue to consistently receive 5-star ratings from our guests, nor get return guests, which we also continue to do. 
  
  Regarding the refund she requests.  Weve already saved her $500 by not charging for the smoking violation and cleaning fee.  Im not even speaking on the idiotic candle issue.  And while we did ask them to vacate at midnight, we did attempt to make the best of a very bad situation by taking the time to make another hotel reservation for them so they were leaving with a confirmed place to go, and we texted them a map pin and the phone number.  Since they couldnt manage the 6 miles back to our property, we even had them follow us to the main highway,about 20 minutes away, delaying our return to address the marijuana smell in the cabin until 12:45 am.  If they were unable to follow the ****** map and drove around lost for hours in the darkness, I suggest **************** find a companion more qualified to drive from point A to point B.
  
  If you made it this far, there are two questions that remain. The first is, do you believe the many lies of ****************, a cyber-bully who resorted to harassment, threats, and attempted extortion when she didnt get a refund she wasnt entitled to (and who apparently cant keep her story straight), or do believe the hundreds of amazing 5-star reviews from guests whove had a great experience at this beautiful property, reopened by us in Nov 2022?  You can read reviews for yourself and come to your own conclusion about whos telling the truth, and whos just outright lying. 
  
  **********************************************************************************************************************************;
  
  The second question is, should cyber-bullies like **************** be allowed to spread lies with impunity about a small business?  We say no, and we are working on draft language for legislation that empowers small business owners to get nasty posts like hers taken down until they are reviewed and the claims verified.  No verification,it stays down; but if the claims are true, the post goes back up for all to see.  Simple as that.  If that process had been in place two weeks ago, this complaint would be moot because every single one of her claims is a lie and has already proven so.

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22117271
  
  I am rejecting this response because:
  
  

  My message is in response to the remarks made by ************************************, hereinafter called Perpetrator representative of Bird and Buttterfly Bed & Breakfast, hereinafter referred to as B&B. 

   

  If someone is really telling the truth, theres no need to start each sentence in bold letters with the words, the truth. 

   

  TO SHORTEN THIS RANTING, THREATENING of the Perpetrator, skip to Para 9. 

  This Perpetrator CONFESSES THAT SHE CANNOT PROVE HER CLAIM THAT WE WERE SMOKING. 

   

  Nonsense the whole time. This Perpetrator kicked my friend and I out for NO REASON. 

   

  I am very happy the Perpetrator started with a definition of ***** BULLY because it fits her perfectly. 

   

  The Perpetrator THREATENS to have me arrested for practicing my FIRST AMENDMENT RIGHT, FREEDOM OF SPEECH. 

   

  The Perpetrator has MAILED PAGES OF ************* TO MY HOME!!! MY HOME!

  The Perpetrator MAILED THREATENING MESSAGES TO HAVE ME ARRESTED, TO MY HOME, if I dont quit writing reviews and filing BBB Complaint. 

   

  But, the Perpetrator will Not scare or intimidate me. 

  It is my Duty to Warn others of what my friend and I were forced to endure. 

  And I WILL practice my FIRST AMENDMENT RIGHT to the end. 

   

  I am of the Opinion that the Perpetrator is the ***** BULLY. The Facts prove it. 

   

  I have already stated the facts and those will not change. 

  It appears the Perpetrator wants to continue her Rage, Taunts, Threats, Arguing, trying to make me look bad on Social Media. 

   

  I will just state facts pertinent to this complaint. 

   

  Now, I will respond to the UNtruths. 

   

  Paragraph 1: Definition of Cyber Bully. Perfect Description of the Perpetrator as the evidence shows. 

   

  Para 2: First Amendment, no law against posting factual reviews.

   

  Para 3: My facts never changed.

   

  Para 4: My facts stay just as I stated originally. I will state again that we NEVER SMOKED INSIDE, OUTSIDE, DOWN THE ***** ANYWHERE ON THERE PROPERTY.

   

  But, I will add, because the Perpetrator brought it up. When my friend and I first entered the 1901 cabin, there was a mildew smell. I sprayed ***** all over the cabin. I Always carry a can with me.

   

  I was starving and the Perpetrator knew it. The Perpetrator sent us to a bar that stopped serving food at 8:00 pm. We left the cabin to go eat at 8:00 pm. 

   

  I guess the Perpetrator doesnt take the time to read. 

  We left the cabin at 8:00 to go eat, many miles away, where the Perpetrator sent us, where it turned out to be a Bar! 

  We returned to the cabin, the Perpetrator kicked my friend and I out. My friend and I were only in the cabin from 7:30 pm when we checked in to 8:00 pm when we left to go eat. We got lost. We returned to the cabin around 11:00, following the Perpetrator and her husband, they immediately kicked us out. So, we were there approximately 30 minutes, if that even matters. 

   

  Para 5: Ridiculous as already explained in #4. 

   

  Para 6: More Ranting and Rage. Repeat of above. 

   

  Para 7: Calling me a Liar. B&B owners should treat their guest with respect. I Never Lie. I have no reason to lie. 

   

  Para 8: More ranting. I Never received her text.? Anyway, irrelevant. 

   

  Para 9: Again Ranting. Again, we NEVER SMOKED. My friend and I had a glass of wine when we first arrived, before we left to eat. Who cares?! There is NO LAW against drinking a glass of wine. 

   

  SEE PARAGRAPH 9:

  The PERPETRATOR even CONFESSES to NOT BEING ABLE TO PROVE HER CLAIM THAT MY FRIEND AND I SMOKED!!!

   

  Thats because, the Perpetrator Knows we didnt!

  The Perpetrator also knows she was SO WRONG to kick us out. 

   

  Para 10: The Perpetrator kicked my friend and I out of the 1901 cabin we rented and paid $350.30 for, then alleges she made us reservations at another hotel. We already paid for the cabin. We dont have money to go anywhere else. 

   

  Plus, after this Perpetrator did this to us, we did NOT TRUST HER. The Perpetrator wanted us to park next to them in a parking lot, in the middle of nowhere in pitch blackness of night. No Way! We do NOT trust these people. 

   

  Para 11: More ranting to the end. 

   

  There are many ****** Reviews citing similar instances like mine, inflicted on other innocent guests of this Perpetrator. 

  I can certainly reference them, but I dont think they would be relevant to my complaint. 

   

  In Conclusion: 

   

  I did not give this Perpetrator a good Review so, the Perpetrator becomes a ***** BULLY and THREATENS TO HAVE ME ARRESTED, MAILS PAGES OF THREATENING LETTERS TO MY HOME, PUTS OUT VIDEOS TRYING TO DEFAME MY NAME. 

   

  My husband is a very important business man in *******, with connections there, in ***** and the US. AND, I have many friends through various charitable organizations I belong to. 

   

  The Perpetrator could have had much more business from my reviews, word of mouth from my husband and me, if she had treated my friend and I right. 

   

  Now, because of the Perpetrators terroristic tactics to her guest, shes loosing business. 

   

  I have done nothing wrong. 

  I have No reason to lie. 

  It is my Duty to warn others of the abuse we suffered from this Perpetrator at this B&B. 

  Business Response

  Date: 09/03/2024

  The complainant continues to be incapable of telling the truth. She desperately wants to be a victim in all of this but based on her communications with us, shes the aggressor and when she didnt get her way, turned into a cyber-bully.  As is typical with the complainant, everything in her rebuttal is a lie.  And she has every reason to lie, especially with the campaign shes made against us she has to keep telling the lies to maintain her (false) victimhood.

  
  Upon being notified she would not receive a refund, she sent a text calling us evil.  She also emailed us to outline a 5-point plan for destroying our business if we didnt refund her by the Friday she identified in her extortion attempt, and then texts, ** really looking forward to Friday.  Ive never played a game where I already won!  So I have NOTHING to lose. YOU DO THOUGH. Haha  Nightie night.  A complete stranger can make or break you. Get smart DUMMY!  The next day, ***** and I are sitting at dinner when we received the following text:  Hi ****. You eating?  Guess what.  Scumbag thieves like you and ***** just ran out of time.  Your Friday is going to happen Wednesday tomorrow.  I really do feel sorry for you both, because someone like you will never learn.  No, YOU just keep making the WRONG CHOICES.  I am really going to ENJOY this.

  
  All of this nonsense takes away from the fact that it has been proven that the complainant was vacated for violating two of our written policies and when she did not get her way (didnt receive a refund) resorted to threats, extortion and cyber-bullying.  When that didnt work, she commenced a 4-week long temper tantrum in which she persists in peddling her lies, and doing it in a forum where we have no recourse, which she very well knows, and which is the definition of a cyber-bully. 

  
  Aside from filing a complaint with the BBB, has she done anything else?  Has she written a review on Google?  No. Has she written a review on TripAdvisor? No.  Has she written a review on our ******** page?  No.  Shes only posted on her ******** page, and limited who can comment on it.  That sure sounds like the actions of a cyber-bully tell lies and make outrageous claims in a place where you prevent it from being challenged.  And why hasnt she taken any other measures?  Because we have proof of her lies.  Want to see? Go to our ******** page and look at posts from Aug 8, Aug 10, Aug 11,Aug 12 and Aug 26 you can see screenshots of her emails, the nasty texts has sent, and proof that we have no cameras, and that we DO have locks on the doors.  And we prove they were installed before Jan 2023, not as soon as they drove off the property, as the complainant asserts.  We also have text messages that prove we made a reservation for them, which the complainant says we didnt.

  
  The fact is that each and every one of her claims has been proven to be a lie, and it has consistently been proven that rather than the victim she wants everyone to see, shes been shown to be an attempted extortionist, and a cyber-bully who is a *****,pitiful, and delusional liar.

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22117271
  
  I am rejecting this response because:

  It is absolute Nonsense. 
  

  I have already stated exactly what happened. I stated that this Perpetrator kicked my friend and I out of the 1901 Cabin we rented and paid for.
  My friend and I checked in around 7:30pm, left to go eat at 8:00pm. The Bar the Perpetrator sent us to had NO food. We got lost trying to return to cabin and had to call Perpetrator for assistance. We finally arrived back at cabin around 10:30 - 11:00 pm. The Perpetrator immediately kicked us out for SMOKING.

  A LIE! 
  

  We were in the cabin 7:30 - 8:00. We NEVER SMOKED ! ANYWHERE! INSIDE OR OUTSIDE!
  

  This Perpetrator is Not only a Cyber Bully. Shes also just a MEAN BULLY. This Perpetrator intimated my friend so bad, that shes wants to put this horrible night behind her. My friend is in poor health. This mean Perpetrator put myself and my friend through unimaginable trauma. We are both 66 yrs old. I am recovering from brain cancer which left me having seizures and blind in my left eye. My friends health is poor and we should not have been kicked out in the  middle of the night, in the pitch black darkness, lost.

  The Perpetrator says she called a hotel and reserved us a room. Bully for the BIG BULLY. I dont know or care if she did or not. 
  Is that supposed to MAKE HER FEEL BETTER? EASE PERPETRATORS GUILTY CONSCIENCE? 
  
  IT MEANS NOTHING TO ME! I ALREADY PAID FOR AND HAD A PLACE TO STAY!
  

  THIS CYBER BULLY PERPETRATOR SENT HATE MAIL TO MY HOME!

  This Perpetrator is a scary person and should not have contact with the public.

  It is my FIRST AMENDMENT RIGHT, FREEDOM OF SPEECH, AND I WILL RIGHT ALL THE REVIEWS I DECIDE TO.

  This Perpetrator has THREATENED TO HAVE ME ARRESTED  MANY TIMES for writing reviews. 

  This Perpetrator is NOT better than me, or anyone. This Perpetrator has NO RIGHT TO TREAT PEOPLE THE WAY MY FRIEND AND I WERE TREATED. 

  MY FRIEND AND I WERE DISCRIMINATED AGAINST. 

  This Perpetrator says why havent I written more reviews, ******* trip adviser. 
  Number  1, I do NOT have to advise this Perpetrator of my actions and future actions

  Number 2, I did NOT book on Trip Advisor  

  Another thing, this Perpetrator has called me horrible names, called me liar  

  I DO NOT LIE.

  I HAVE NO REASON TO LIE.

  MY DUTY IS TO WARN OTHERS OF WHAT THIS HORRIBLE PERPETRATOR DID TO MY FRIEND AND I.

  AND, THAT IS WHAT I WILL CONTINUE TO DOFOREVER

  IF I DONT DO EVERYTHING IN MY POWER TO LET PEOPLE KNOW WHAT THIS PERPETRATOR DID TO MY FRIEND AND I,
  IT WOULD MAKE ME A HORRIBLE PERSON JUST LIKE THIS PERPETRATOR.

  AND, THAT WILL NEVER HAPPEN!

  SO, I WILL PRACTICE MY FIRST AMENDMENT RIGHTS TO WARN  OTHER INNOCENT PEOPLE OF HOW THEY WILL DEFINITELY BE TREATED BY ************************************ IF THEY STAY AT THE **** AND BUTTERFLY BED AND BREAKFAST. 

  Sincerely,

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