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:12/28/2023

  Type:Sales and Advertising 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.

  On Dec **** we stayed the night at Cameo Heights outside of Pasco. We did not pay to stay in a dirty room and to be treated in such a way. My husband was cut on the Tp holder edge that was sharp (he was bleeding), we found a dirty shirt behind the pillow/bed mattress (it wasnt ours), the owner came to get it but stated the bed was clean and wouldnt change the sheets (he said he thought a worker had slept there but had fired the housekeeper), then later we found holes in the sheets so large my husbands foot got caught in one and he couldve got hurt (I saw and took his foot out before he tripped), we had to sleep in a dirty bed and didnt sleep well, there was standing water in the bath tub (the owner said that the room hadnt even been used in two days), the breakfast food that shouldve been hot was served not lukewarm, but cold. We grabbed our luggage to leave and we told the owner how disappointed we were and asked for a refund but he said hed only do a complimentary stay (which we still havent received it and after being treated the way we were and continue to be treated we never will return). Upon leaving, his rude wife didnt even let my husband clear the door and loudly slammed the door in his back (he had muscle spasms that week with back problems). We paid extra for an extra 3 hours, but felt so dirty and had such a bad experience that we just left. Any ONE of these issues is awful and concerning but the amount of issues is beyond unacceptable! A complimentary stay doesnt and wont work. We need a full refund due to our treatment! I did a Yelp review with facts and was met with a rude response not accepting any ownership but blaming us. We never raised our voices, we used our words to state we were disappointed and continue to be met with hostility from the owners! Yet they go online and do a character attack on us (kind hard working people) and suggest we ruined the trip! My photos and owners response speak for themselves! Please investigate!

  Business Response

  Date: 01/10/2024

   

  The Complaint lists "Advertising Issues"  as the basis for complaint. The respondent contends there was no advertising issue and the complaint is without merit. As the complantent issued complaints to many or the various permitting and inspection departments, bases on the assertions in their complaint, these have also proven subsequently, their determination that they are "Unable to substantiate complaint", which further backs my contention that the complainant is maliciously defaming our establishment and the possibility that they are not getting a refund is the motivation. Let's address the complaint listed above just to be clear, as we don't dispute every item listed. 1.) Never in the history of the establishment has anyone ever had an issue with the toilet paper holder. We have many elderly and limited mobility guests. This item was inspected after the fact by the ***************** and community standards. Again, unable to substantiate how a toilet paper holder injury may occur. Again, we're sorry if the husband had trouble navigating safe usage.. 2.) the shirt:  It's true that the item was missed between the bed and the headboard. The sheets also had fraying apparantly and hwere torn on entry. This is unacceptable. Yes, remedial action was taken in that the housekeeper responsible was let go for not following protocol, which we take very seriously. The complainant states the bed was dirty...iit was NOT! Sheets are stripped by another individual prior to room make up...there would have been no sheets for the bed. In addition, sheets do fray, this is discovered either during the folding/ironing process, or in the bed making process. making the bed with a frayed sheet is grounds for dismissal...which is what occurred.  Had the complainant not made such an actionable offense out of the situation, I would have counseled them and they would have had a job at Christmas. The compainemt The goes on to say many things that were either taken out of context (cafe' morality?) or were not said at all. There was no standing water in the tub....when they checked in, I stated that if they used the tub, after the tub drained, if any water was left in the jets, the blower would come on for two minutes to clear it out so as not to allow standing water. They said nothing about standing water in the tub to me at all. The tub was clean and dry prior to their check in. I did not say the tub hadn't been used in 2 days, as a guest stayed in that room the night before, and I have the records to indicate that. I spoke to the previous guest who stated they were missing a dark grey ****** shirt. They retrieved their shirt and I told them about about the customers that a stayed after them (compainent). They too had left a comment card with a glowing review and stated their stay was magnificent!  I offered to put them in an upgraded Suite across the hall or down 2 doors. Told them they could keep their things in the room they had as to not be disruptive and offered them the next night free in another suite. They declined as they said they needed to get back. I told them I would issue them a gift certificate if they'd like for a free stay in the suite of their choice. The next morning, nothing was said of breakfast, for which we gladly would have given them whatever they wanted. Of course, they listed that on a *********** complaint, for which they had to come out and verify that proper protocol was adhered to...which they did while checking all food handling permits, etc.In conclusion, we have a large staff here to cater to individual needs. During the course of almost everyone's stay, one of them has a kind word about every guest...or nothing, but in the instance of the complainant they spoke amongst themselves and some voiced to me about these people. They availed themselves to every amenity they were afforded and were made to feel special. Had they been kind to the "honest, hard working" people who served and serviced their needs, and had been pleasant upon departure. I would have considered a refund. It is extremely rare that I reply to online reviews with defensive tactics, as there are instances where we fall short, but I felt defending the honor and legacy deserved a private response admonishing their behavior. I grew up earning my money through hard work, toil, physical labor and risk. My father told me to always beware of someone who says they are good, honest, hardworking anuything...as well as the statement "I'm the most honest person you'll ever meet". Those are codes to beware of in speech. Lastly...the complainant booked early check in/late check out...it's one or the other. They arrived at 1:00 pm (check in time is 3:00), and departed after 11:00 (check out time is 11:00)....nobody raised their voices. Every time we tried to resolve an issue, another one would pop out. I agree with the sheets and left over ****** shirt. I believe adequate remedy was issued and THAT is as far as we are going. They declined my offer of a remedial stay. they left the front door open to the elements when they left. My wife closed it abruptly. They booked a non-refundable special promotion rate which as about $150 off the regular price and I did wish them to have a good time until they became insulting. This is clearly not their type of environment. we wish them luck in the big chain hotels. 

  Customer Answer

  Date: 01/14/2024

   
  Complaint: 21068188
  
  I am rejecting this response because we deserve a full refund for the many issues we had at the facility. Not just one issue but MANY that are ALL unacceptable! Not only did we have a horrible stay, we were treated horribly, the owner is not telling the truth, his perspective of the situation is far from the truth, he continues to make excuses, and he attacks anyone who says anything about his business rather than facing the facts. Look at the bad ******* Yelp, or Trip Advisor reviews and my point is confirmed! Other guests have written about underwear or bugs found in their rooms and he attacks them too. Very unprofessional behaviors on his part. This man has no truth in him. We were kind to all workers and had no issue with them (only the owners). I have no idea where he is getting his info from but then again hes delusional and makes stuff up! If a service or product is not delivered or to the customers satisfaction then a refund is usually given. Most businesses apologize for a horrible experience, state they are fixing the issue, and ask the customer to call them if there are questions (thats the professional way to handle a situation). This owner just attacks guests physically (like at his property when we left), then online continues to attack our character and even went after our spiritual journey! Its back and forth with him with no resolve much like arguing with a two year old! The incidents I have pictures for occurred and just because the ***************** didnt find anything THIS time doesnt mean nothing happened. Like I said, another lady found underwear in her room not long prior! This tells me the rooms are not getting cleaned! The bed was most certainly dirty based on the condition of the sheets! No way would the sheets or bed have been clean or the bedding cleaned. Even though the cook and servers had food handlers cards, doesnt mean our food was served at temperature because no way was it. Also, there was standing water in the tub when we arrived! We were so grossed out that we didnt even use the tub or shower! This owner had and has no idea what he is talking about. No truth in him. No character and not a person of integrity! We will never go back to his facility and neither will our many  friends and families! Everyone who has asked us about our stay has been told the truth along along with our photos. ALL say how disgusting it was! All state that the sheets shouldve been changed regardless and they ALL agree the rooms are dirty based on the shirt and sheets a refund is necessary for what we endured. The owner has no empathy or understanding of how to treat customers or run a business and lives in his delusions which is partly why some staff left after he took over ownership from the former owners! I am 100 confident there will be no resolution because we are dealing with a narcissistic person who refuses to accept truth and lacks empathy! His words, pride,  and actions will be his downfall one day! No business can run this way very long! 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/08/2022

  Type:Order 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.

  We signed a contract for a wedding with the wedding coordinator that left later. I was very uneasy about moving forward but the owner ***** talked me into it. Some other shady stuff happened and I told ************ wanted my almost ****** back. She said we weren't going to get any of it back. She was very unprofessional yelling at me.

  Business Response

  Date: 08/23/2022

  Hello,

   

  The customer, as she admits, signed a contract for a wedding venue and services. The contract she signed stipulated that the deposit is "non'refundable". Wedding venues book out far in advance and the liklihood of us re-booking the venue for the period she booked is almost nil. We did part ways with her original coordinator and gave another coordinator the opportunity. The venue, staff and service providers remained intact during this transition. The stipulation for the new wedding coordinator was that we honor our original pricing, services and structure for the opportunity to work further with us. The coordinator propmtly called this customer and stated it would cost an additional $4-6k if she wanted to hold her event here. We found that hte new coordinator had done this with several outstanding contract holders and we fired her propmtly (the shady stuff mentioned). We were contacted regarding a rerfund of her deposit and cancellation. I respomded that I would work with her for satisfactory resolution of all parties but i needed to gather all the information to make an informed decision. She spoke to my wife and demanded her money back immediately. I awoke in the morning to this BB compalint. I believe this may require a legal opinion to resolve as the complaintant is relying on this compalint to resolve the issue only to her satisfaction. The contract was for $30k and the deposit was 1/3...this ties up the venue. As I stated before, the contract she signed states that the deposit was non-refundable. At no time did we change services  contracted, the venue she picked, her booking times or service staff outside of replacing the coordinator. I asked for review time for resolution and her stance is to "just give her all her deposit back" and has been non-resposive since.

   

  *******************. ameo Heights Mansion. ************** cellTell us why here...

  Customer Answer

  Date: 09/02/2022

   
  Complaint: 17688833
  
  I am rejecting this response because:

   

  I do not accept his response.  He lied about the cost of my wedding and the deposit.  Technically the contract I had should have been void anyway as it had the wedding planners name on it and she parted ways with them.  It also had the old owners name not the new owners ***** and *****. Also, he did not ask for time to decide what to do.  But as a business I asked for my money back and they should have returned it.  The wedding was 8 months out at that time. He still hasn't canceled our room reservations either.  Which I told him Aug 4th that I wanted my money back.  I also have text messages that he threatened to *** me for bringing this to your attention.  I can also give you the number of the wedding planner we signed the contract with. I have receipts as well and the contract if need be. I was on my honeymoon at the time you contacted me. We eloped to Vegas due to all the stress the Cameo put me through. 

   

  Thank you,

   

  *****

   

  Sent from my **************** Galaxy smartphone
  Get Outlook for Android

  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/09/2022

  The camplainats statents have some validity athough they are skewed. I DID ask her for time to sort through all the changes she instittuted during the planning stage. I have since found, as I gather the papertrail, that we cut her wedding price in half to accomodate her, she decided to use her own caterers and we subsequently adjusted the pricing down The fact remains that she had a contract with Cameo Heights Mnasion for the venue and the rooms. The day after she contacted me regarding the refund and I responded I needed to research the events, costs, etc in order to offer an equitable solution, she filed this complaint. I DID NOT threaten to ***** her at any time and certainly not for the complaint. I merely  replied that I was "disinclined" to deal directly with her further and that perhaps litigation would be the necessary recourse. She brings her demands to an arbitrator, We bring our resasoning for our position and someone else decides what is fair and equitable. Who she signed a contract with at the time was a dually representative of Cameo Heights Mansion. From her very reasoning her complaint should be with the planner and not Cameo Heights Mansion (we know that's not the way it works). Cameo Heights Mansion still contends that the deposit was an event/venue fee with room bookings. We contend that we cannot just fill venue space. We contend that she could use any planner of her choice as well as staffing and catering but that she contracted the venue and the rooms. We contend that this complaint is a bully action by the complaintant without the benefit of due process and that she has been uncooperative in resolution unless we just "give her all her money back". We would like the interpretation regarding the contract terms and stipulations examined by a thrid party for each of us. We contend that Cameo Heights Mansion has always stood ready to stand by the pricing and commitments included therin, therefore, the contract, as it is written, stands in full force and effect.Tell us why here...

  Customer Answer

  Date: 09/22/2022

  No, it hasn't been resolved.  But he continues to lie to you and it isn't getting anywhere.  He has no intention on giving my money back, never did plan on it. He still has our reservations on the website. Why? I canceled them August 4th.  So he must be trying to get the money for that as well. I have my contract and you are more than welcome to look at it. Thank you for your time.

  Customer Answer

  Date: 09/26/2022

  Don't worry about reopening the claim.  It obviously isn't doing any good. He isn't doing anything to fix it. Thank you for your time.