Complaints

• Initial Complaint

  02/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They charge my credit card 5 times in the 1 minute interval. After contacting **************** charges what credited back to my account. Next time when I visit the business I ask to charge separate for all transaction the owner refuse and he told me you keep you card open and if you close and no longer service you. After I ask why owner explained me he is not looking to pay credit card fee, also I advice him the week ago he charge me 5 times for the same order he escorted me by his bar security.

  Business response

  02/22/2023

  Dear Better Business Bureau,

  Thank you for bringing this matter to our attention. We take all customer complaints seriously and strive to provide excellent customer service at all times.

  We understand that there has been an accusation that a patron was removed from our establishment due to requesting that their drinks be rang up separately. We want to clarify that this is not the reason for the patron's removal. In reality, the patron was removed because they were bothering other customers.

  Additionally, we would like to provide more context to this situation. The patron in question is known to order one Stella ****** or one glass of wine and pays for one drink at a time. We have never received an **************** chargeback or inquiry regarding this complaint.

  However, during his last visit, the patron was going from patron to patron, harassing them, and making other customers uncomfortable. Despite our attempts to address his behavior, he persisted in bothering other customers, and we were left with no choice but to remove him from the premises following multiple complaints.

  We take great care to ensure that all customers feel safe and comfortable in our establishment, and we have a zero-tolerance policy for behavior that disrupts the experience of others. We have a responsibility to our customers to maintain a pleasant atmosphere, and we took action to ensure that this was the case for all customers present.

  Additionally, we would like to emphasize that we are a family-run establishment that has been in business for 35 years. During that time, we have built a reputation for running a professional and ethical establishment that provides exceptional service to our customers. We make every effort to ensure that all orders are correctly entered into our system.

  We want to assure you that we value all of our customers and strive to provide exceptional service to everyone who visits our establishment. We apologize for any inconvenience or misunderstanding that *** have occurred, and we hope that we can continue to serve our community in a positive and welcoming way.

  Thank you for allowing us the opportunity to clarify this matter.

  Sincerely,

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

  Spectrum Bar and Grill

  233 *******************************. *******, ** 60660

  Customer response

  02/22/2023

   
  Complaint: 19387554
  
  I am rejecting this response because:
  
  Sincerely,
  
  **********************

   

  Again, the reason they remove me from ***************** because I ask to close my tab because in the past they charge me 4 times for the same transaction (See attachment) I requested credit directly from **************** and **************** confirm all 4 charges were made in 1 minute 3 by tabbing and 1 by chip. The next time when I visited the bar I requested to close my tab after I purchase a drink. The bartender/ bar owner who serves me (according to the bar staff he was the owner of the bar) inform me if I close a tab he will not serve me another drink and I explained to him my experience in the past with his bar however he removes me from the bar when I order another drink and he told me I told I will not serve you because you close your tab) I ask him just process another transaction however he refuses to do. His response is false saying I was harassing other guests. I live in the neighborhood and I am not the first customer removed from the bar due to asking to charge separately for each drink.Is just a difference between me and other I reported his business to you.

  Business response

  03/07/2023

  Thank you for bringing this matter to our attention. We take all customer complaints seriously and strive to provide excellent customer service at all times.
  
  Charges made for any drinks are drinks that this patron had ordered. The reason that this individual was removed from our establishment is because of multiple complaints received from other patrons who he persisted on bothering. He was traveling from customer to customer at the bar and moving to those seated at tables as well. The owner is not the bartender and if this patron had any doubts about charges why would he return to patronize this establishment? He should not continue to patronize our business if he has any doubts about charges. We have been in business for 35 years and would not be there if we treated our customers disrespectfully and had dishonest business practices.
  
  Sincerely,
  *************************
  Spectrum Bar and Grill
  233 ************************************************************************

  Customer response

  03/07/2023

   
  Complaint: 19387554
  
  I am rejecting this response because:
  
  Sincerely,
  
  **********************

   

  You can see on the **************** statement that credit was issued for all incorrect multiple same charges by ****************, not Spectrum Bar. So clearly they charge multiple times, not for drinks that I ordered. Yes, I return to the bar however I was stopped by security and not allowed to enter the bar so they treated me disrespectfully after 35 years in business. I felt uncomfortable and discriminated. In the Spectrum Bar response, they clearly remember  me traveling between tables but can't acknowledge about extra charges (Again you can see this on the Amex statement) and about refusing to serve and charge the different credit card.
  I am not a crazy person, I am an educated professional, and I am not traveling from customer to customer seated at the tables. The other question I have is if the customers travel between tables and bother other guests maybe Spectrum overserves alcohol and put customers/guests in danger. 35 years in business does mean you provide excellent service and serve people with respect.

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