ComplaintsforCrew

• Initial Complaint

  09/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My fiance paid a $50 deposit ***** ending in ****) to reserve a table for two at Grand Banks for lunch reservations on July 30th, 2022. We arrived for our reservation and ate lunch. We ordered two mocktails, a dozen oysters, an appetizer, and two entrees. The total amount for these items was $149.20 including tip.However, it was not this simple. When the server (*************************) presented the bill, I gave him my **** ending **** to charge for the items we ordered. When the server presented the bill for my signature, it was nearly triple the amount -- $313.37 When I brought this to his attention, he immediately apologized and realized he made a mistake. He stepped away for a moment and said he was going to tell his manager to void it. When he returned, he said he needed to swipe my card for a second time to charge the correct amount but their restaurant would not double charge my card and his manager was going to void the incorrect pending amount. After we left Grand Banks, my fiance sent a message to their management team via email, as they do not have a direct phone line, confirming that the $313.37 was a mistake and they needed to make sure it did not post. They confirmed that the correct amount was $149.20 and the $313.37 charge was an error.I called my bank to tell them to not process the amount and they issued a temporary credit because the charge was already pending. Last week, my card was charged again for $313.37 from Grand Banks and I had to reopen a claim against the merchant. My bank informed me that Grand Banks provided receipts to them that included a "split check" from a party of 10 and line items including bourbon. Their alleged receipts are lies, because as you can see from the photos provided, we were a party of two. We were celebrating our engagement and neither of us drink alcohol.I am filing this complaint to receive my $313.37 issued as a refund to my **** ending in **** and to report fraudulent business practices and theft of funds.

  Business response

  10/17/2022

  The guest dined at Grand Banks and an error occurred when processing the payment for the check. The incorrect amount, $313.37 was not voided as intended, and the payment was processed.The payment was disputed through the guest's credit card company without notice to the venue, and the venue challenged the dispute without knowing the source of the error as the payment processor takes measures to protect sensitive banking information. The venue at present is waiting to issue a refund of the incorrect amount, but is presently unable as the funds are in dispute.

  Customer response

  10/21/2022

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  
  There is not a dispute with my bank. That is incorrect and outdated information. I have been attempting to communicate with the *** but he did not call me back. My bank closed the dispute, labeled it as denied and sent the letter of proof which is attached. I told this to Grand Banks but they keep saying that they cant issue me a refund because its in dispute. No its not. The letter shows its not. And we had a three way phone conference with *********** myself and the director at the restaurant who was instructed to refund me directly per Chase.
  
  Grand Banks submitted FALSE receipts to my bank based off of a random party of 12 which was a flat out lie and honestly shocking. We were a party of two enjoying our engagement lunch and we have already submitted the correct receipt and photo proof of our meal. I have no idea who *********************** is and why this company thinks it would be ethical to submit a random receipt to get out of refunding a customer. This is supposed to be the best restaurant in ************* and it has been nearly three months of this ridiculous lack of action.
  
  This is simple. Grand Banks owes me the $336.17 refund and chase is no longer involved. The reason they are not involved is because Grand Banks lied to them and they denied my claim. This should be an easy no brainer for the restaurant: refund me the wrongful money you falsely charged me for!

   

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

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

  Business response

  12/06/2022

  Hello,

  Mr. ****** dispute was in a challenged state through our Point of Sale system and we were therefore unable to access the funds in question until the dispute was settled. Upon settlement between Mr. ****** bank and the payment network, ************** was refunded and informed of the refund, evidenced in the attached.

  Thank you,
  ****

*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. ↩