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:07/22/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Valet curbed two of my rims on two separate occasions. *** contacted MGM several times and have either been told no report has been filed or they are investigating. Nobody seems to know whats going on. Each rim costs $250 to have redone, so Im looking for at least $500 for the rims, plus my time and suffering compensated.

  Business Response

  Date: 08/11/2023

  August 30, 2023 
  
  Dear ********: 

  This letter is in response to the notification submitted to Universal Health Services in July 2023. I can share the below response. Complaint ID (s) ******** and Complaint ID ********. 
  Due to Universal Health Services' HIPAA obligations to protect patient privacy, we cannot discuss specific individuals or their care, treatment, or billing. However, please be assured that our Corporate Office has investigated the issues raised in this complaint. We are in contact with the individual who wrote the complaint and can confirm that we have fully resolved the concerns to their satisfaction. Please be further assured that our Corporate Office has standard procedures for communications with parents/guardians and loved ones regarding billing questions. Our company is committed to providing outstanding service to our patients and we welcome feedback. 
  Thank you for bringing this concern to our attention. We appreciate the opportunity to address the concerns. 
  

  Sincerely, 
  
  SVP, Strategic Services Universal Health Services 

• Initial Complaint

  Date:06/11/2023

  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.

  MGM Rewards Platinum Account #********. A friend and I arrived at the MGM National Harbor 101 MGM National Ave National Harbor, MD 20745 on 5/31/2023 @ 6:00pm. Approximately, 15hrs later on 6/1/2023 @ 9:40am on slot machine 23-13, a MGM security guard by the name of ******** ********* (security guard) approached the left side of me with a smirk on his face saying, "You have to put your vapes up.” I had a pink disposable vape charging by slot machine USB port and the purple vape standing on side of it dead. I reached for both vapes. The purple vape was in my right hand & the charging cord connected to the Pink vape in my mouth. I pulled the Pink Vape off the charge cord; now I have both vapes in my left and right hand with a motion to store the items in a bag sitting to the right of me. While placing the vapes in the bag, two (2) minutes afterward the security guard approached me on my right-side yelling, degrading and disrespecting me in front of other casino member stating, “I told you; you can’t vape in the casino you're disobeying a warning." The vapes were in the bag, I corrected *** ********* by replying, “You informed me to put my vapes up, NOT I can’t vape in the casino.” He said, “OK, I'm calling Management”. *** ****** *********(female) and *** ****** ****** (Manager (Temp) arrived in the area. The security guard would not let me speak, hence me communicating with *** ****** about the situation. He continued to address me as “SIR”. I informed him 3 times I am a female. He replied, “I caught myself” on the 3rd attempt. I asked Mgt to check the cameras you'll see me pulling the charge cord from the slot machine, both vapes was in motion to land in the bag as instructed. *** ****** ********* asked to see my ID and I handed it over and asked why? She stated, “I can’t return to MGM or its property anymore.

  Business Response

  Date: 07/12/2023

  BY *****
  Better Business Bureau
  1411 K Street, N.W., 10th Floor
  Washington, D.C. 20005
  
                          Re:       Complaint ID ********; ***********************************
  
  Dear Sir/Madam:
  
  This correspondence responds to your letter dated June 21, 2023, regarding the above-referenced complaint.  I have enclosed for your ease of reference a copy of your letters.
  
  *********************** was informed via telephone by Security at MGM National Harbor that she can visit MGM National harbor as of July 5th, 2023 after further review. The guest was advised to reach out to our team directly if she should have any additional questions or concerns.
  
  Thank you.
  
  Sincerely,

  *****************************
  Director of Contracts and Legal Affairs 

  Customer Answer

  Date: 07/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  Their decision to ban me from allegely vaporing was harshed,   discriminative (calling me a man on mulitple occassion), unsupportive and cause me to loose a month of free play, gifts, ruin my reputation and embarrassment.  The resolution is satisfactory to me with an apology from the business with reimbursment of my comps, status and all losses.
  
  Regards,
  
  ***********************************
  

• Initial Complaint

  Date:03/01/2023

  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 have two issues. I have been getting quite a few free room offers and each and every time I try to book a room, there is always a problem and when I call I have never been able to be helped. This is false advertising and its been numerous occasions. The other issue is I was there for the second time with my snake and I was approached by a security officer while walking through the outside area of the casino near the food court around 9:00 pm 0n 2/28/2023. I was told to leave the property because of my snake. I advised the security officer that there is no signs at all concerning pets and I would like to speak to a supervisor. The security officer was not able to show me any area where there was a no pet regulation and continue to escort me to the exit. No supervisor came to address the situation and no restriction documentation was presented. This was an abuse of authority and discretion and I need to address my issue.

  Business Response

  Date: 04/27/2023

  March 30th, 2023

  Dear Sir/Madam:

  This correspondence responds to your letter dated March 9th, 2023 regarding the above-referenced complaint.  I have enclosed for your ease of reference a copy of your letter. 

  MGM National Harbor Guest Experience has reached out to *** ***** on the isolated issue regarding free room offers.  *** ***** was informed to forward the next promotion received in order for our team to look into it further.  MGM National Harbor has a strict pet policy on property.  The guest was advised to reach out to our team directly if he should have any additional questions or concerns. 

  Thank you,

  Director of Contracts and Legal Affairs

   

  April 11th, 2023

  Dear Sir/Madam:

  This corresponds to your letter dated April 5th, regarding the above-referenced complaint.  I have enclosed for your ease of reference a copy of your letter.  

  MGM National Harbor responded on March 30th, 2023; a courtesy copy is enclosed.  If any additional information is needed at this time, please let me know. 

  Thank you,

  Director of Contracts and Legal Affairs

• Initial Complaint

  Date:12/13/2022

  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.

  The cafe in the theater does not give out free cup of water. All other cafe I have seen in the country gave out free cup of water.

  Business Response

  Date: 02/14/2023

  January 18th, 2023 
  This correspondence responds to your letter dated December 29th, 2022, regarding the above-referenced complaint. I have enclosed for your ease of reference a copy of your December 29 letter. 
  MGM National Harbor offers free complimentary water bottles throughout the property. In the theater, we have bottled water for purchase as well as water fountains available for our guests. 
  If you should need additional information, please contact me directly. 
  Thank you. 
  Sincerely, 
  Megan H. 
  Director of Contracts and Legal Affairs

• Initial Complaint

  Date:11/28/2022

  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 visiting National Harbor on the night of 11/23/2022, morning of 11/24/2022 when a male suspect spied on me inside the woman's bathroom stall. His head was peering through the bottom of the stall. I screamed and ran out, as did the suspect. The suspect fled completely from the premises and surrounding area with no actions from casino security. I want to express severe disappointment and disgust at the way this incident was treated by the casino security. It took my friend going up to the gambling area entrance ID check personnel to even get any security to notice, while 100s of onlookers all saw what had happened. While we had pled for help with the security, it took another 20-30 minutes for anyone to even come down to us and speak to us about what had happened. There was 0 urgency to address this incident. The security did not attempt to even look for the victim afterwards. While I was not physically harmed, I am in severe emotional distress and unable to sleep. In addition, a lot worse could have happened to me that night and there would have been no security or help coming. This is appalling from a guest’s perspective. How can anyone expect to feel safe with such a lackadaisical response from a casino venue. To add insult to injury, we were given no way to contact the security or anyone from MGM afterwards for followup. I was given a Guest Experience corporate number. Is there anyone even addressing this issue? Is there anyone looking further into the suspect and/or issues with security protocols? I have emailed corporate MGM and National Harbor guest services, which has been ignored thus far.

  Business Response

  Date: 02/14/2023

  January 12th, 2023 
  
  Dear Sir/Madam: 
  

  This correspondence responds to your letter dated December 13th and December 29th regarding the above-referenced complaint. I have enclosed for your ease of reference a copy of your letters. I apologize for my delay; we want to ensure we have all information necessary before our response. 
  

  MGM received an email from ******* *** with no contact information included. MGM National Harbor attempted to reach ******* *** via email on December 13th by our Guest Experience team with no response. Our team provided a direct telephone number to our Guest Experience Manager requesting a time to connect to discuss the incident further in detail. 
  

  If possible, to obtain additional information from ******* ***, we would be happy to discuss further. 
  

  Thank you. 
  Sincerely, 
  Megan H. 
  Director of Contracts and Legal Affairs 

• Initial Complaint

  Date:10/12/2022

  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.

  On July 7th through the 10th i stayed at the MGM. I checked out of the hotel at 1028 and got a reciept upon check out then days later i see a charge for a resteraunt in the hotel osteria costa where someone charged thier meal to the room at 828 pm. I called the front desk and let them know that i had checked out and drove back home which is 2 hours away. The front desk said i had to call the restaurant but i could not get a response. Finally i got through and they took down my info and said a manager would call back but one never did. I have been trying to get a resolution through my bank and they sent them a reciept with the added charge but could not send a reciept where i signed for the purchase. The purchase was 110 dollars and some change and i just want my money back. It is now October and still no response back from the mgm or the restaurant. Please help because im at my last nerve for this situation.

  Business Response

  Date: 11/03/2022

  October 26th, 2022  
  

  Dear Sir/Madam: 
  

  This correspondence responds to your letter dated October 16, 2022, regarding the above- referenced complaint. I have enclosed for your ease of reference a copy of your October 16 letter. 
  The hotel initially charged *** **** the stated $110.11 in the suite that he had occupied. However, after further investigation, the hotel reversed the charges on October 26th. I have enclosed a copy of the hotel folio that shows that the $110.11 charge was refunded to *** ****. 
  If you should need additional information, please contact me directly. 
  Thank you. 
  

  Sincerely, 
  Megan H******** 
  Director of Contracts and Legal Affairs 

• Initial Complaint

  Date:10/02/2022

  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 stayed at MGM hotel for two nights September 21st & 22nd. I checked out Friday September 23rd. Upon checking charges to my credit card placed on file at the front desk I noticed an unauthorized charge for ($226.23). I immediately contacted the hotel to inform them of the unauthorized charge to my card. After a few days of back-and-forth trying to get resolution, I was eventually told that the charge was for dinner at one of the hotel restaurants and that it had been charged to my room. My first issue was why was my credit card still on file for that room (****) after I had checked out. I was able to get a receipt for the charges and it shows a credit for ($226.23) is to be refunded. As of this complaint I still have not received a refund. I contacted my bank to see if the refund was pending. As of the complaint it's been approximately 10days. Additionally, I've spoken to hotel management on at least three occasions and kept getting the same run around that they are waiting for the restaurant to ok the refund. I ONLY gave the hotel front desk my credit card not the restaurant which I did not visit. According to my bank Navy Federal the charges were made September 25th; the amount was charged to the room I stayed in two days after I checked. My credit card should have been removed from room when I checked out. The receipt is self-explanatory, but I need the funds credited back to my cc ASAP!

  Customer Answer

  Date: 10/06/2022

  ---------- Forwarded message ---------
  From: ********************* <*****************>
  Date: Thu, Oct 6, 2022 at 6:07 AM
  Subject: Complaint ID ********; MGM National Harbor
  To: <[email protected]>

  
  

  Please be advised the above reference complaint has been resolved. Received refund 10/06/22.

  
  

  Thanks,

• Initial Complaint

  Date:08/03/2022

  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 July 14, 2022, I received an email to claim my complimentary cruises. To go MGM National Harbor on July 24, 2022 to claim it. I went and received my two vouchers and offer codes. From July 24, 2022 I have been unable to claim my cruise as the offer code for ********* cruise line was invalid. I called the following ********* and MGM phone number:************** *******-**** ************ ************ (Rep name *****)************ (MGM Rewards)************ I emailed: *************************** and ************************** To no avail. I was on hold and transferred for 5 solid hours only to be told to travel BACK to MGM National Harbor.I travelled back and was held without resolution for 4 hours. I spoke to a very nasty ******* at the Rewards desk who directed me to the Events Center to speak to *******. When I arrived, ******* looked me in the eyes and said "I'm getting off, here is ******" and left. *************************** called her manager ************** who told me to call the numbers I already called. I called my counsel and they demanded I talk to the General Manager. Another manager *************** came out and said he would resolve. His phone number ************. After a few hours he resurfaced and told me "*****" the ********* cruise Director would call me the next day. I asked to speak to the General Manager (*************************) who was no where to be found.Long story short, MGM has published, offered and advertised an invalid promotion and I have lost time from work to no avail.

  Business Response

  Date: 11/03/2022

  October 27th, 2022

  Dear Sir/Madam: 

  This correspondence responds to your letters dated September 2, 2022, regarding the above-referenced complaint. I have enclosed for your ease of reference a copy of your letter. 
  Our guest services team as well as ********* Cruises interacted with *** *****. After investigation, ********* Cruises was able to accommodate *** *****'s requests. Please find communication attached. 
  

  I want to take this time to respond directly to your statement that you had attempted to contact us previously. In the future, to avoid any misunderstandings, going forward, please direct all complaints and correspondence to my attention to ensure a timely response. My email address is **********@mgmnationalharbor.com. 
  

  Thank you. 
  

  Sincerely, 
  

  Megan H******** 
  Director of Contracts and Legal Affairs