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ComplaintsforR.T.O Sullivans
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/31/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
This bar double charged me ****** which they did not inform me of, resulting in me overdrafting my account and will ultimately cost me about 100 dollars in overdraft fees. They refused to make this situation right, telling me I need to take it up with my bank. This happened in Friday night (12/29). They informed me that they charge was taken off but will take time to process. My bank is not going to take care of these charges.Business response
01/11/2024
We apologize for the negative experience you had because of a payment issue that occurred at our establishment. We strive to make all our customers happy and ensure that they have a pleasant experience.
As my manager ***** explained on the phone, your credit card was not charged twice. It was erroneously authorized once for $167.00 and then charged for $167.00. The authorization would have shown on your bank account as a pending transaction. *********************** does not automatically release the authorized funds when they are voided.
We do understand that this situation is frustrating, and we do understand that our server incorrectly authorized the $167.00 on your account, and therefore, your bank would not allow you to use these funds. Again, we apologize for the servers error and have since held additional training.
My district manager reached out to you by email the following day to apologize for the employee mistake and offered to reimburse all and any fees incurred because of this mistake. In addition, he offered you a gift card to use because of the inconvenience this has caused you. To date, you have not responded to the email or our offer to reimburse you for all fees associated with this error.
Please reach out to us so we can make it right. We are in the hospitality business and want all our customers to be happy.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.