Complaints

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• Initial Complaint

  Date:08/15/2024

  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.

  August 2023 I booked a reservation for August 2025 giving my **** **** ****** credit card info to hold, was told I’d get an email confirmation. Never got email so called 8/5/24 (I know, a year later, too much on my plate) to verify my reservation. They found no ****** reservation, there was a *********, but nothing for me so I rebooked. I wasn’t at home so didn’t have credit card info for this new reservation, they said okay. Got confirming email with $451.87 deposit requested. 8/12/24 I received a $540.21 charge to my card, thinking they found my card number from that reservation they couldn’t find on 8/5. I called to inquire the difference, they said it was for my 8/8 to 8/10/2024 visit. I wasn’t there, but manager ******* ***** said I checked in with my ID and credit card so I’m lying or someone has those credentials, so I’m responsible for the stay. I called my card company who verified my card was manually entered, not physically presented. No one has my ID. This hotel is a fraud. They never sent a 2024 reservation confirmation to me, they couldn’t find a ****** reservation under **** **** (legal name), **** (called name), or **** when I called 8/5/2024. But they did have my card and reservation to manually enter a charge 8/8 to 8/10/24. Fraud!

  Business Response

  Date: 09/06/2024

  Ms. **** **** ***** is a very confused guest. Initially she stated that the front desk agent could not find her reservation. She said the name that the reservation was under the name of **** *****...There was no reservation under that name. Then she gets irritated and said that she made the reservation weeks ago and she could not understand why we could not find it. Then she gave the name **** ****e *****. The front desk agent heard ******* *****...again no reservation. When I got involved, she stated that she made a reservation weeks ago and never received confirmation. I asked for the name on the reservation and she stated, " it is either under ****-***** *****, **** ***** or **** ***** since she goes by all three names. When I found the reservations, I saw that it was in fact not made "a few weeks ago," but a year ago....8/16/2023 to be exact. So she claims that the reservation that was made in 2023 was in fact for 2025! Two years in advance! She called to confirm a 2025 reservation a couple of days before the 2024 booking was set for. She demanded a credit. I denied it. She wanted more information, I told her all the information I had. She said it was fraud...I said CONTACT YOUR CREDIT C ARD COMPANY AND FILE FOR  A REFUND. She used the rooms for the intended reservation and now wants her money back. She stated that she, "NEVER' leaves Wisconsin...She then makes a reservation for 2025. Still NOT corresponding to the Twins block, which she claims she wants. I believe she or someone is scamming a stay and I am not willing to reimburse $500.  i believe she is trying to extort the Bertram and is seeking money for a room that she or someone she knows, used!

  She kept asking questions and at one point it seemed as though she was not, "Fact-Finding"...but instead gathering information to further her extortion.  Her Bank has yet to contact us.  

  1.  she could not remember the name she made for the reservation

  2.  She waited 1 FULL Year to seek a confirmation number, which she claims she never got

  3.  She has contacted everyone but her bank about these charges in an effort to besmirch the Bertram name and Reputation.  We have been operating for 24 Years and NEVER have we been accused of taking anyones money!

  We will not be Extorted....perhaps she is used refunds from other hotels...Perhaps that is why she hasn't contacted her bank???  But We will not just hand over $500 so this person can do this again in the future!!

  
  
  

  
  

  Customer Answer

  Date: 09/09/2024

   I am rejecting this response because:
  I was not confused on my name when I called 8/5/24 to verify 2025 reservation. I clearly informed the reservation desk I never received a confirmation for **** ******, **** ******, or **** **** ****** (***********************). They only found a reservation under *********, without **** or **** first name. Yes, I mention for all transactions since my legal and financial name is **** but have always been called ****. Standard procedure. And clearly stated ******, reservationist and I were on the phone for a while. I never said the original reservation was placed recently, but months ago.

  Regardless, calling to verify on 8/5/24 Bertram should have seen ****** in their system on the 8/8 - 8/10/24 charge they show. Per ** **** my card was not physically presented but manually keyed. I’ve sent a message to *** ************ ****** ****** where my husband resides to see if they have retained August sign in logs to verify my physical location during that timeframe. I will send those logs as soon as I receive them.  In the meantime I’ll attach my ring doorbell video of me cutting the grass and checking the mail on the dates in dispute. I was not in ****.

  Customer Answer

  Date: 09/11/2024

  [[BBB transcription via email; see attachments]]

   

  Let me throw in some back yard video too. I did t get to New Perspectives until 5 pm, will check with administrators for logs tomorrow.

  Customer Answer

  Date: 09/16/2024

  [[BBB transcription via email, see attachments]]

  
  
  Attached are *** ************ visitor logs for dates in question. I take Thursdays off for housekeeping/mental health. My husband is in room **. Can’t believe I’ve had to go this far to prove I’m a homebody caring for severely disabled husband. Bertram manager called me a liar from the get go, said he needed to review footage and verify if my card was physically presented. I can verify through visa my card was manually keyed, never physically in ****. Bertram has never confirmed a reservation, never scanned card, never provided room number, and no video footage of me checking in.