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:10/21/2024

  Type:Product 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.

  On October 9th 2024, I was told that there would be $100 deposit on the room returned to me within one business day. I have yet to receive the deposit return, and upon calling Red Rock resort, a manager informed me that I would only be paid $89 as there was a $10.84 room charge. I explained that the charge was paid at the time of room checkout, which is provided in the receipt attached. The manager stated that he does not believe I am being charged twice, although I did pay the additional charge at checkout, and now being told I will be charged again through a lesser amount on the deposit. I would like to see that money returned to me as agreed upon at check in.

  Business Response

  Date: 10/30/2024

  Mr. ******** complaint has been rectified and his bill has been updated with the credit of $10.84 being credited to his **** card on file. He was disputing the incidental deposit hold and minibar items he claims he did not consume. The Hotel team credited these as goodwill and refunded the guest. 

  Customer Answer

  Date: 10/30/2024

   
  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:10/14/2024

  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.

  We stayed at the hotel for 3 days and left all our valuables in the in-room safe. When we checked out we forgot to pull items, including (1) firearm. We immediately called that evening as soon as we needed our drivers licenses and notified them of EVERYTHING left in the safe. From there we were told to come the following morning to pick up our items. When I called the next morning the security team told me they had called the police and they had come to pick the gun and all our valuables. . We called the police and they said that all they had picked up was the gun and drivers license as that was all they had been given. For the next ) hours I called and spoke with multiple security supervisors, the investigator at the police station and the metro evidence vault trying to figure out where all our items were. I also confirmed with the police that we had NOT broke. Any laws. The security supervisor as well told me we had not broken any laws and the room was rented and thereby an extension of our home. We have heard multiple stories from the security team including the fact that they all seem to say someone else did something wrong. Once we called and let them know that we had spoken to the police officer (wearing a body cam) and there was now an investigation opened into this even our valuable magically were turned into lost and found and/or supposedly had been there the whole time. Now we are just trying to get our firearm back which normally would just mean providing proof of ownership but because the story with the security team kept changing there is a full investigation into the firearm to make sure it wasnt fired, and the head of security **** **** told me he doesnt care cause we eventually got everything back anyways. No help from ******** security team! I firmly believe the only reason our wallets and CCs showed back up is because we let them know we were filing a criminal complaint with ********* Area Command and there was body cam footage proving lies.

  Business Response

  Date: 10/14/2024

  Red Rock Security Dispatch was contacted by claimant on Tuesday October 8, 2024 at approximately 10:40pm who advised the Security Dispatch Officer that she had recently checked out of her Hotel Room (******) and was off property and out of state. The claimant advised Security Dispatch that she left multiple items inside the safe (including a Firearm). Per Stations Policy, the ********************** responded to the Hotel Front Desk to confirm the room registration with (Room ******) and then proceeded to the ********** to collect all property left behind from the claimant (including the firearm). Once inside the Hotel Room (******) Security Supervisor along with an additional ***************r (while wearing latex gloves) collected the firearm from the safe along with two wallets, multiple credit cards, and two Driver licenses issued by the State of Georgia (Driver licenses assigned to a ****** ******** and ****** ********). The firearm was identified as a North American .22 Caliber magnum pistol with a 7 digit serial number. All belongings collected from the Hotel Room Safe were taken from the Hotel Room to the *************** by Red Rock Security Team to be logged into the Chargerback Lost and Found database system. 

  Per Stations Policy, the **************************************** was contacted by ************************** in reference to a firearm being found on property and left unattended without the owner of the firearm being present. Station Casinos/******** is not a State or ************** to where resources from the *** can be used to identify the owner of a firearm if left unattended on property. Per Stations Policy, it is also not permitted for individuals to bring firearms onto property unless authorized, which is posted throughout the property. 

  Las *********** Police Officer ***** (P#*****) arrived on property at the ************************ shortly afterwards under Metro Event #****** and took possession of the firearm and the Georgia Driver Licenses found next to the firearm. Las *********** Officer ***** advised the ********************** that he would bring the firearm (accompanied by the two driver licenses) back to his station for further investigation into who the owner of the firearm was. 

  Claimant was contacted via telephone later that evening by ******************* with no response. Later that morning, the claimant contacted Red Rock Security Dispatch in regards to her left property and was advised by the Red Rock Security Dispatch Officer that all items left in the safe were taken downstairs to the *************** to be logged into the chargerback lost and found database system. The claimant was also advised that her firearm (that she neglectfully left inside the hotel room) was turned over to the Last ************************************ and given the information of the Metro Officer and Metro Event Number. The claimant persisted that she should have had the firearm shipped back to her residence from ********, along with her driver licenses to which the Red Rock Security Dispatch Officer advised her that was not going to happen as her firearm and driver licenses were already given over to ***************. Claimant contacted Red Rock ******************* demanding to know why her firearm was given to Metro and why she could not have her firearm shipped back to her residence. **************************** advised claimant that it was against FEDERAL LAW to ship a firearm back to any individual and only an FFL (FEDERAL FIREARMS LICENSE) can ship firearms, to which the claimant verbalized her anger by stating that now Metro was investigating her firearm and that she would have to pay the processing fee to have her firearm shipped back to her. **************************** advised her that ******** is not responsible for Policies and Procedures of the Las *********** Police regarding firearm inspections and that it was her responsibility as a gun owner to have possession of her firearm at all times. Claimant requested that ******** pay for her shipping fees of her firearm to which **************************** advised her that she would be responsible for her shipping fees and process of retrieving her firearm from the *********************************. Claimant needs to understand that providing proof of gun ownership cannot be completed by a non-law enforcement agency and is also against federal law. 

   

   

• Initial Complaint

  Date:05/02/2024

  Type:Sales and Advertising 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.

  OUR ROOM FLOODED, DUE TO HOTEL DRAINAGE ISSUES, AND THEY KEPT OUR $500 DEPOSIT AND CHARGED US $159 FOR DAMAGES, TREATED LIKE WE WERE WORTHLESS & WE HAVE PHOTOS AND VIDEOS OF THE BATHTUB DRAINING AND GOING THROUGH THE ***** AND FILLING THE SINK- CAUSING THE FLOOD IN OUR ROOM! On April 21, we arrived at ******** Casino, *********, for a work convention and found major bathroom drainage issues in our room. The bathtub took four hours to drain, and on the third day, we found water all over the bathroom floor. We called the front desk, but their response was slow and unhelpful. After an hour and a quarter, maintenance arrived with only two towels, and the water had spread to the carpet. We were moved to a new room, but had to move all our belongings again. The hotel staff then informed us of ongoing drainage issues throughout the hotel. To our surprise, we found a charge on our credit card for damages. We spoke to a manager, but she showed no empathy or apology for our situation. The next night, fire alarms blared throughout the hotel due to a child pulling a fire extinguisher off the wall and setting it off on the 18th floor. The front desk did not show genuine concern or urgency in addressing the situation. During check-out, my fianc requested to speak to the on-duty manager about our issues and the fire alarm disruptions, but was dismissed as the manager informed us she was not going to discuss this matter with us. Also charging us for a candy bar that we never even ate. Ridiculous. We experienced major inconveniences during our stay at ******** Casino, including poor response to our bathroom drainage issues, unhelpful front desk staff, being charged for damages that were not our responsibility, and disruptions due to fire alarms. The hotel's lack of empathy and urgency in addressing these issues made our stay extremely unpleasant. OUR ROOM FLOODED, WOKEN UP IN THE MIDDLE OF THE ***** TO ALL THE **** ALARMS- KID RIPPED THE EXTINGUISHER OFF THE **** AND SPRAYED IT.

  Customer Answer

  Date: 05/16/2024

  This is insane that they havent responded about this. With how we were treated and how our whole vacation was ruined all because of them. This whole entire stay should be refunded due to everything we have been through. This is crazy! 

• Initial Complaint

  Date:01/04/2023

  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.

  On 1/3/2023, my two friends and I went to **************** to play 3 games each at $2.50 each. We are fairly regular customers to the bowling alley. My friend paid for her 3 games and mine, giving the cashier a $20 bill, which would make for $5 change. Since my other friend was also paying cash for her 3 games and had exact change, my friend with the $20 said she would just take the $5 from the other friend as her change. When we got to the lane assigned to us, she realized the cashier had only prepared for 2 players. She returned to the desk only to find that the cashier refused to place another person on the lane unless she gave back the $5 bill. So, she paid $20 instead of $15 for the six games. The bowling alley should at least return the $5 it owes or provide some other compensation such as certificates toward future games. Especially when someone is a very good customer and would never try to cheat a business, this makes for terrible customer service.

  Business Response

  Date: 01/05/2023

  I spoke to ****** at 2:40pm on 01/05/2023.  We discussed the transaction and agreed the way they tried to handle payment was confusing for both parties.  We decided that we shouldn't try combining the transactions in the future just to be sure I double checked over and shorts that day and our cashier was a zero for variances.  I apologized for the confusion on our side and agreed to send her a few games for her future visits.  Look forward to seeing ****** and her friends again next week. 

  Customer Answer

  Date: 01/06/2023

   
  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:10/25/2022

  Type:Product 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.

  - Transaction Date: 09/13/2022 - Amount Paid: $205.99 - Service: ATM withdrawal - Dispute: Merchant charged my checking account and did not disburse any funds. A second ATM withdrawal of the same amount was attempted from another machine within the same building and transaction was successful. Upon disputing the original transaction with my bank, ************** ****************** the merchant provided transaction history showing cash was disbursed for the second transaction. I had asked my bank to request transaction history for both transactions so they could see that only one of the transactions was successful, but my claim was denied and funds have been taken from my account.- ************** has supposedly attempted to resolve the problem, but the merchant provided incorrect evidence to support their claim that cash was disbursed and ******** did not diligently review the evidence and accepted the evidence, thus denying my dispute.

  Business Response

  Date: 11/08/2022

  Hello,

  We apologized that the dispute has not been resolved to **************** satisfaction.  It seemed that he has only contacted his bank and they were not able to assist him fully.  I contacted **************** via phone and email and provided him with our ATM merchant dispute number at Everi ***************).  Advised guest to call ***** as they should be able to assist him furhter and reach back out after if I could be of further assistance and provided **************** with my email and phone number.  

  Thank you.

   

   

  Customer Answer

  Date: 11/09/2022

   
  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:07/06/2022

  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.

  Tonight we had dinner at T-Bones steak house inside Red Rock Casino. We ordered a glass of "Blend, Paraduxx, Napa Valley, California" with our steak dinner that was listed on the menu as their Coravin wines. However, when the wine did not taste fresh, we asked the bartender to see the bottle after our meal. The bottle was already open and not Coravined. Upset, we asked to speak to a manager. When the manager Eddie came over, we asked if the wine was a Coravin glass and he initially said yes. We told him that the bartender just showed us an open bottle and he then said that it's recently a popular wine so it's no longer a Coravin by the glass. This is false advertisement as the only reason we ordered this exact wine was because it was a Coravin wine.

  Business Response

  Date: 08/27/2022

  Consumer Response /* (2000, 5, 2022/07/11) */ ************** to Better The business has removed the wine from the Coravin list, thus resolving my complaint. This complaint can now be closed as resolved. Thank you.