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:02/02/2025

  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.

  Hello! I noticed a recurring charge of $24.99 on my credit card from Mr. **** I challenged the charge through my credit card, but was told it was for a subscription. I investigated more deeply, and apparently these is a hidden chat app within Mr. **** It states I signed up for this service on January 2024. I never knowingly signed up for this service nor utilized it. I feel this is a deceiving practice and does not represent respect of the customer. I have cancelled the subscription but feel you should be aware of this poor practice.

  Business Response

  Date: 02/04/2025

  We are sorry to hear about your experience with our service. We have addressed your request and confirmed that the subscription was cancelled. Although the refund had not yet been processed at the time of the claim, we have already issued a full refund for all related transactions (six in total). We apologize for any inconvenience this may have caused you. The amount should be reflected in your account in the next few days, depending on your bank's processing time. In our subscription process, we provide detailed information about the terms of service, including billing and cancellation details. You may have overlooked this information at the time of subscription. However, we remain committed to clarity and transparency in our communications, so we are always available to address any additional questions or concerns.

• Initial Complaint

  Date:11/19/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  I recently noticed credit card transaction for $24.99 and several past charges of $19 that i do not recognize. The only thing is I never signed up for this feature. This is an unfair practice. I rarely ever use the site and was shocked to know I was being charged for a feature I did not sign up for.

  Business Response

  Date: 11/21/2024

  Hello

  We are genuinely sorry to hear about your disappointment and any inconvenience you have encountered with the subscription service added during your booking process. 

  This subscription may have occurred unintentionally, and you may have overlooked or missed several emails regarding the service, its benefits, renewal notifications, and straightforward instructions on how to opt out at any time, aiming to keep our customers fully informed and in control.

  The subscription is cancelled to ensure no further charges would occur. Additionally, we processed a refund for all the charges. We are committed to providing transparent and fair services to all our customers, and we deeply regret that this situation has caused you distress. If there are any further concerns or if you need additional assistance, please do not hesitate to contact us directly.
  
  We thank you for your understanding.

  Kind regards

  Customer Answer

  Date: 11/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:07/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I recently cancelled a credit card and got an email from misterb&b indicating that I need to pay a $19 fee for charges for their Weere feature. The only thing is I never signed up for this feature. I looked back at my credit card bills and noticed that I have been charged at least 5 payments of $19. This is an unfair practice. I rarely ever use the site and was shocked to know I was being charged for a feature I did not sign up For. I attached the first credit statement with the charge and there are four others that came after until I cancelled my card.

  Business Response

  Date: 07/16/2024

  Dear *****,
  Thank you for bringing the matter to our attention. On Thursday, July 11th, you contacted us regarding an outstanding balance of $19. On the same day, we responded to your inquiry and provided detailed information about the subscription you had enrolled in last year.
  This subscription may have occurred unintentionally, and you may have overlooked or missed several emails regarding the service, its benefits, renewal notifications, and straightforward instructions on how to opt out at any time, aiming to keep our customers fully informed and in control. Therefore, after careful consideration, we decided to take action. We canceled your subscription on Friday, July 12th, to ensure no further charges would occur. Additionally, we processed a refund for all the charges and sent you proof of the refund on the same day.
  We are committed to providing transparent and fair services to all our customers, and we deeply regret that this situation has caused you distress. If there are any further concerns or if you need additional assistance, please do not hesitate to contact us directly. We thank you for your understanding.
  

  
  

  Customer Answer

  Date: 07/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/14/2024

  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.

  5/15/2024 Had to abandon prepaid reservation due to COVID. Host cancelled the reservation with MisterB&B but since we were in the hospital and did not have access to a computer we could not cancel within their required 48 hours and so they would not refund any of the reservation.We made several attempts to have them resolve the issue and they kept quoting their policy.

  Business Response

  Date: 06/20/2024

  Dear *******,

  We appreciate you bringing this matter to our attention and allowing us to address your concerns. We are truly sorry to hear about the unfortunate circumstances surrounding your reservation and the difficulties you experienced. Our records show that the host contacted us the day after your check-in, indicating issues with your stay. We understand how challenging unexpected events can be and empathize with your situation. However, it's important to note that the host's cancellation policy is "strict," requiring cancellation at least 48 hours in advance for a full refund. It also appears that you did not cancel the reservation through our system, and therefore, we paid the host per our terms and conditions. We always recommend that travelers take out cancellation insurance to protect themselves against any inconvenience caused by unforeseen events such as this. Unfortunately, we could not provide a refund since insurance was opted out. As a gesture of goodwill and to acknowledge the inconvenience, we have issued a voucher worth $165, equivalent to the service fees. We hope this can partially alleviate the discomfort you faced. Thank you for your understanding and for choosing our service.
  
  Best regards,
  misterb&b

  Customer Answer

  Date: 06/22/2024

   
  Complaint: 21850716
  
  I am rejecting this response because even if there were no compassion for our health and confinement situation and impossibility of communication their website shows a 48 hour full refund policy so we are due at least a 60% refund.  Notification was made by the host and acknowledged by MisterB&B, they are trying to holding us to impossible standards to avoid returning our fees.  They have suffered nothing from our cancellation, we have.  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/25/2024

  Dear *******,
  
  We understand your frustration and sincerely apologize for any inconvenience you have experienced. We appreciate the opportunity to further clarify our cancellation process and policies to ensure there is no misunderstanding:
  
  Cancellation Process: The hosts notification to us about your situation was not an official cancellation. For a reservation to be formally canceled, the guest must trigger the cancellation through our system. This procedure is essential to ensure accurate and fair handling of cancellations and refunds.
  
  Cancellation Policy: The strict cancellation policy chosen by the host requires cancellations to be made at least 24 hours before the check-in date for any partial refund. Since the cancellation was not processed through our system and occurred on the check-in date, our policy does not allow for a refund. This policy is clearly stated and is designed to set transparent expectations for both guests and hosts.
  
  Hosts Role: While the host informed us of the situation, they did not indicate a willingness to waive their payout or provide a refund. They emphasized the difficulty in rebooking the property on such short notice. As per our policy, only the host can decide to waive their payout in such cases.
  
  Despite these circumstances, we strive to provide the best possible customer service. As a gesture of goodwill and to acknowledge the inconvenience you faced, we have offered a voucher worth $165 USD, which is equivalent to our service fees. This offer remains available to you. We regret that we are unable to provide a full or partial refund due to the cancellation policy and the timing of the cancellation. We hope the voucher can assist you in future travel plans and demonstrate our commitment to supporting our customers.
  
  Thank you for your understanding and for choosing our service. 

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21850716
  
  I am rejecting this response because they are not considering that it was impossible for me to contact them according to their requirements.  They have been intransigent and uncaring of our circumstances from the beginning.  I will never use their lousy services again so a voucher for future use is a slap in the face!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/10/2024

  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.

  As the other people are complaining, mrb&b is stealing my money as well. I never signed up for a subscription ever. Now I've been billed 3 times without my consent or knowledge. Pure theft. They belong in prison.

  Business Response

  Date: 05/20/2024

  Hello *****, 
  
  Thank you for bringing the issue regarding the continued charging of your Weere subscription to our attention. We sincerely apologize for this discrepancy and have proceeded to refund you all charges related to the subscription. If there is anything else we can assist with, please let us know.
  
  Kind regards,
  misterb&b

• Initial Complaint

  Date:05/07/2024

  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.

  I booked a trip using this company in Jan of 2024. Unfortunately, they added some subscription and charged my credit card $19.00 every three months. I did not sign up for this service and have been fraudulently charged $39.00. I tried to reach the company via phone but was on hold for 30 minutes then the line hung up. See fraudulent charges below: Jan 6 , 2024 $1.00 Paid Weere PRO, Jan 9, 2024 $19.00, Apr 9, 2024 $19.00

  Business Response

  Date: 05/10/2024

  We apologize for any frustration caused by the subscription service added during your booking process this year. We understand that the subscription may have been added unintentionally, and it's possible that you may have missed our emails outlining the service, its benefits, renewal notifications, and clear instructions on how to opt out at any time. It's important to us that our customers feel fully informed and in control of their experience. Upon reviewing your account, we understand the oversight may have led to unintentional charges. To address this, we've processed a full refund for the subscription charges. Rest assured, we have sent you a confirmation of this refund along with documentation of the transaction.

• Initial Complaint

  Date:03/19/2024

  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.

  BE AWARE!!! I booked a trip using this company last year in March of 2023. Unfortunately, they added some subscription and charged my credit card $19.00 every three months. I did not sign up for this service and have been fraudulently charged $95.00. I tried to reach the company via phone but was on hold for 30 minutes then the line hung up. See fraudulent charges below: Mar 17, 2024 $19.00 Paid Weere PRO Dec 17, 2023 $19.00 Paid Weere PRO Sep 17, 2023 $19.00 Paid Weere PRO Jun 17, 2023 $19.00 Paid Weere PRO Mar 17, 2023 $19.00 Paid Weere PRO

  Customer Answer

  Date: 03/19/2024

  Last name is *******

  Business Response

  Date: 03/20/2024

  We are genuinely sorry to hear about your disappointment and any inconvenience you've encountered with the subscription service added during your booking process last year. This subscription may have occurred unintentionally, and you may have overlooked or missed several emails regarding the service, its benefits, renewal notifications, and straightforward instructions on how to opt out at any time, aiming to keep our customers fully informed and in control. After reviewing your account, we have decided to fully refund the subscription charges. We've sent you a confirmation of this refund and proof of the transaction.

• Initial Complaint

  Date:09/09/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Mister *** doesn't pay hosts

  Business Response

  Date: 09/12/2023

  Dear ***,
  Please know that your payout for booking ******* was sent to the bank account ending in **** (Park National Bank),  which you added as your preferred method.
  It seems that this bank account was inactive or closed, as we have received a notification that the payout process has failed. Take into consideration that normally, we have to wait 3 business days to get this notification from the bank, stating that a payout has failed.We saw that you updated your bank account information to one ending in **** (PNC Bank), and we have already reprocessed your payout to this account. According to our payment processor, the funds should arrive in your bank account by September ************ are sorry if there was a lack of communication that caused this confusion, we hope the situation is clear after this detailed response.

  Best regards,

  
  

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20579973
  
  I am rejecting this response because:

  it's a disappointment i had to report this in order too get paid. Let it be known i will no longer use your business and will inform others of my disappointment. 

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

• Initial Complaint

  Date:08/17/2023

  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.

  On Wednesday, August 16, 2023 I paid for 3 nights (8-19-822/23) to stay at Vinnys place in Downtown ******* off of MisterBandB with the intention of hanging out with a friend in *******. Within HOURS of booking, I realized my friends plans had changed and that I needed to cancel that same day. I am also a Type 1 diabetic, with a continuous glucose monitor and insulin pump, and my pump stopped working this morning (Thursday 8/17) and my supplies wont even get here until next week Monday! I am absolutely in no shape to travel! I reached out to ***** the host several hours after I booked, via MisterB&B messenger. It was shortly after 9 pm and he did not respond. When I called him this morning (Thurs 8/17) he told me he was in bed by 9 pm and doesnt look at his messages in the morning. I cancelled my reservation on the MisterB&B site and it was revealed to me that I owe $242 out of the $407 total!! This is absolute robbery. I am a Registered Nurse in *******, ******** who doesnt have a lot of money, and works hard for the money I do have. I have never dealt with a cancellation policy like this. I attempted to email *********** several times, and they told me they could do nothing for me since this was the hosts cancellation fee. The host (*****) told me that he will ask to get the cancellation fee reduced to 25% instead of 50%. I do not think this is fair. I owe 25% after reaching out to cancel just a few hours after I booked my stay? He told me he is a businessman and this is the best he can do. It is hard for me to believe that by booking his place for a few hours (for the dates of Sat 8/19 Sun 8/20 and Mon 8/21) that I prevented other people from renting out his space. There is still an opportunity for that to happen. I am kindly requesting a full refund of $407. Thank you

  Business Response

  Date: 08/24/2023

  Dear ****,
  Please know that when you cancel a reservation, it abides by the cancellation policy set by the host in their listing. We refunded you according to the information that was provided to you at the time of booking. However, as a commercial gesture, we have proceeded to refund you in full. Our customer service department will reach back out  to you regarding your request.
  Best regards,
  
  

• Initial Complaint

  Date:08/17/2023

  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.

  I was staying at one of MisterB&B hosts on 10th of August, 2023, in ******, and I want to report major violations of my privacy and my security.My host invited me to his living room what was a common area, he offered me refreshments.From starters he informed me this place has CCTV. I was so surprised, didnt know how to react, although I was very disturbed by it as a possible violation of GDPR.Second, in the middle of the night, around midnight, while I watching TV, the host asked me to leave the living room immediately because he has to work. As it later turned out, the work was a massage for an older male. Just before leaving the room, the host grabbed me by my private parts, kissed me with a tongue and rubbed his backside to the front part of my body.I went to my room all shocked and heard presumably *** noises the entire night. At around 3 AM a shower started and lasted for a very long time, maybe half an hour or longer.After the guest left, the host apparently was standing next to my doors, probably attempting to enter. Since its a digital key and the host programmed it for me, I was really worried.After not being able to sleep the entire night, I moved to Airbnb for good. The host was not pleased and asked me NOT to report his behaviour to MisterB&B. The host confessed the evening before that he was banned from Airbnb after the guest complained of late night apparently 'sex noise' in the apartment. I kindly requested to return the money. The host refused.I request to issue me a full refund. I also expect a compensation for staying against my knowledge in a *** facility.

  Business Response

  Date: 08/29/2023

  Dear ***,

  First, your review contains very serious allegations. We invite you to report any illegal activity/behavior you have been subjected to/witness of to the authorities. If you do, please share with us such a report for our review. We will take appropriate actions accordingly. Then we would like to emphasize that we are only an intermediation/payment facilitation platform. The behavior of the Hosts you booked with, and the state of the accommodations you stay at, is not under the control of our company. Our role is to facilitate the booking process only - as well indicated in our Terms and Conditions. Regarding the ***** Hosts are owners and/or residents of the properties they rent out. It is not unusual for owners/residents to put in place CCTV in their properties/residences. We understand your concern for your privacy, but the fact that a Host may use CCTV is not under our control. Please note that you booked a private room, not the full property. By booking a private room at someones place, you undertake that you will have to share this space with the owner(s)/resident(s), and potentially other guests. By sharing someones space, you may have to deal with the lifestyle, habits, space use and home rules of other persons, which can be different from yours. Regarding the refund of the amount you paid, the payment was automatically sent to the Host since you did not cancel your stay. Once a payment is completed, we do not have the means to take it back. If you believe the rental agreement you had for the Host has not been respected by the latter, you should cancel the reservation/stay on our platform to stop the payment. You may seek any remedies to obtain a refund directly from the Host, as we do not have your payment. Nonetheless, as a commercial gesture, we would like to offer you a voucher of 529. Please believe in our good-faith and will to offer the best experience possible.

  Best regards,