Complaints

• Initial Complaint

  09/11/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Please see my attached 9/9/23 $14.80 initial receipt Alas proof, for the original house of pancakes located *******************************************************************. Bbb please assist because the above merchant tried to charge me $22.66 without my knowledge, and I never gave verbal or written permission to house of pancakes to charge me extra or a tip. And theres no merchant customer gratuity agreement either. I need house of pancakes to refund back to my bank card $7.80 because this is fraud and the theft by taking, for house of pancakes to try and overcharge/steal from customers. My next step if needed is to report house of pancakes to the ******** *********************** legal department.

  Business response

  09/21/2023

  In response to complaint #********, please accept the following response.

  
  The claimant alleges that Respondent improperly charged to this individual's "bank card" an unauthorized tip for a purchase made on 9/9/23 at Respondent's store.  Respondent has examined the receipt provided and verified same against its point of sale records.  Unfortunately, there seems to be a great deal of confusion on the claimant's part.: 1. The receipt provided is for a cash transaction, in which no tip was given to the server; 2. there is some bald reference to a PENDING charge on the claimant's  "bank card" last four of ****, upon which examining our records indicates a different transaction (Check #***); and 3. Checks *** and ******************************************************************************************** either instance. 

  On its face the BBB should dismiss this matter.  The claimant's receipt (Check #***) provided by claimant indicates a cash transaction and not a "bank card" transaction as alleged.  However, after a time consuming research into the bald referenced amount of $22.66, a check which matches the claimant's assertion of $22.66 does exist, which is Check *** from a ************************************, however, it is for a different food order and again no tip was reflected.

  As an aside, we can only surmise that the claimant was part of a larger table in which the checks were split; the claimant erroneously, possessed its friend's receipt for which the friend paid ****; then claimant attempted to erroneously assert that the charge to their **** last four **** was fraudulent (attaching the wrong check *** as proof) because it contained a tip, which the claimant apparently knows it does not do; and finally check *** illustrates that a ************************************ did eat at our store, paid for her food with a **** credit card last four ending in **** in the amount of $22.66 (same amount as claimed to be erroneously charged to their "bank card")and did not tip the server.  Accordingly, the claimant's assertions of an improper tip or any tip being charged to her **** last four **** are patently false.

  Accordingly, respondent prays this claim be dismissed in respondent's favor.

   

  Customer response

  09/27/2023

   
  Complaint: 20581275
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****************************, M.A

  disabled veteran

  BBB LOOK AT THE MY ORIGINAL ATTACHED 9/9/23 $14.66 RECEIPT FOR MY FOOD ORDER AT ORIGINAL HOUSE OF PANCAKE WHERE OHOP-SERVER **** TRIED TO CHARGE ME $22.66 WHICH IS THEFT AND FRAUD. I EVEN CALLED **** RECENTLY AND SPOKE TO MANAGER ***** WHO APOLOGIZED BUT DID NOT RESOLVE THEFT BY ONE OF THEIR EMPLOYEES ****. SINCE ORIGINAL HOUSE OF PANCAKE GAVE BBB DUB FALSE INFORMATION. I WILL NOW CONTACT THE ATTORNEY GENERAL OFFICE AND OHOP-CEO AND ASK FOR A $10 ORIGINAL HOUSE OF PANCAKE DISCOUNT COUPON/GIFT CARD BE MAILED TO MY ADDRESS ON FILE. AND BBB I'M GLAD THAT MY WRITTEN COMPLAINT VERBAIGE AGAINST OHOP WILL APPEAR ON THEIR BBB REVIEWS ETC.

   

   

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mother , daughter and I had breakfast at the pancake house . I ordered bacon eggs pancakes and hash browns. I found a hair embedded in my hash browns that were half way eaten. My waiter saw me pull the hair with hash browns stuck to it out the hash browns. He offered another one but I declined because I was disgusted. I expected the manger to come over to my table and apologize and offer a solution to the matter . She did not! The waiter gives me the bill with the just the hash browns comped. I ask for the manager. She was not apologetic , considerate or helpful. She was very rude and passive aggressive with terrible people and customer service skills. She explains that their policy is to only comp for the food that had hair in it. She also refused accountability for the hair and states she doesnt know where the hair came from. I am an African American women and the hair was from a different race. The hair was a fine, straight , light brown strand of hair. The fact that the hair was embedded in hash brown means it cooked within it. So it had to come from her kitchen. I explained to her I feel my meal should be comped because the hash browns were part of my meal and I ate all the food together! She disagreed and declined. She stated she couldnt simply comp my whole meal and its against policy. Which didnt make sense to me because she is the manager and she wanted to she could have. She could care less that one of her employees hair was in my hash browns eaten by my 2 year old and I .We were arguing and I told her I feel I shouldnt pay and thats when she threatened me with the police. The police were called and I was forced to pay for the entire meal or get a ticket for theft. I paid. I called the district manager explained what happen , he asked for my name and number and said he would call me back. Its been three days and no call back from the manager. They refuse to resolve the issue. I want a refund!

  Customer response

  08/03/2022

  I did not receive a receipt. I put the cash in the police **************

*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. ↩