ComplaintsforHot Head Burritos

• Initial Complaint

  12/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When I visited the restaurant on 11/28/22, they were attempting to use my rewards and had difficulty doing so. In the process the charged me twice and has made me drive to the store to show proof, which I have, and still refuse to refund the money. I reached out to cooperate and they claim the charge is not located so therefore they never received the payment. When I asked to cancel the one charge they can locate so I am only charged once the manager refused saying it was a 45 dollar order which he cannot simply refund because of the amount however he excepts me to pay about twice that amount for one purchase.

  Business response

  12/23/2022

  This customer continues to accuse us of multiple charges on her account. I have personally investigated this with our credit card processor and can find no evidence of the multiple charges on the specified day with the specified credit card. We have requested multiple times to provide us evidence of the multiple charges so we can try to resolve this issue, but she has yet to provide anything. 
  
  I have copied our Area Supervisor on this email as well, ias he spoke to the store manager who tried to help this customer. 
  
  I am happy to forward all of our email correspondence and screenshots from our credit card processor showing there was only one charge on the card number she provided. 

  Customer response

  12/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  hotheads response is a complete lie. First, I actually drove personally to the store and spoke with one manager and showed him my credit card proof to which he stated, you were for sure double charged. As he spoke to his supervisor on the phone he informed him how he was looking at the proof personally. Second, I reached out to their cooperate office and via email, I sent them the proof again. I have included the charges. 
  Regards,
  ***** **********

  Business response

  01/04/2023

  Email #1:

  ********, I received another notification about this complaint. As the only way to "defend" ourselves is to provide information regarding the charges, I am emailing you for advice. I have attached a screenshot from our credit card processor that shows there was only one charge on the card number ending in **** on that date in our Hermitage location. Even though there is only one charge that I can find, the more expensive of the two she is complaining about, I went ahead and refunded that charge on 12/5. Typically it takes less than a week for the refund to show up in the customer's account. I have attached proof of the refund. 

  -----------------------------------------------------------------------------------------------

  Email #2:

  After looking into this further with our credit card processor, I found the other transaction the customer was referencing was an online transaction (see attached screenshot). The larger transaction, which I refunded on December 5, was an in-store transaction. 
  
  Based on the information provided by the customer (see email below), it was our understanding this was related to a duplicate in-store transaction (which is very rare), so I searched in-store transactions. Our e-commerce/online transactions are processed separately from our in-store transactions. Searching for both types of transactions requires running two different searches. I have been operating restaurants for over 10 years, and this is the first time I have had a customer complain about a "double charge" where one occurred online and one occurred in-store. In reality, this was not a "double charge" at all. It was two distinct transactions. One online and one in-store. My best guess is the customer placed an order online and an error occurred resulting in her card being charged and the order not being processed. She then went into the restaurant and placed another order in the restaurant. 
  
  Please advise if I need to respond to the complaint any further. If so, please let me know what information is and is not appropriate to post online. 

*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. ↩