ComplaintsforComfort Inn New Castle

• Initial Complaint

  11/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We were staying at the hotel because Red cross put us up there because of our home burning down. When the Red Cross money ran out Catholic Charities helped pay for a few days. Then Salvation Army was paying per both the hotel management, and Salvation Army. I was told by both organizations that hotel couldnt even charge the Salvation Army card until I was refunded. I was assured for 4 plus weeks that I was refunded, to please be patient, and check with my bank. On their end I was refunded.....that I needed to check with the bank.......now........... the story has changed......it is Salvation Armys fault, they didn't foot the full amount, and I need to call them so I can get thw hotel paid, and my money back! How....do you have a management team running a business that doesnt know what is going on financially, and trear fire victim customers this way? This is in no way my fault, they told me I was refunded. Plain and simple. Now they are telling me it's my remaining balance. If they are such number people, how did they not know I had a balance? How come I didnt know this from the beginning? How is it they are just now figuring this out 6 weeks after the fact? Poor management, poor customer service, and they owe me 579.60!

  Business response

  11/16/2022

   

  See Attachment

  Customer response

  11/18/2022

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

   

  If the business had the breakdown of what was charged on what credit card......................then why didn't they tell me then at checkout that Salvation Army didn't pay the full amount? Why did they consistently (verbally tell myself and my husband that we were going to be getting a full refund? Why did they tell me that was refunded and that my card was NOT to be charged at all? They verbally told me this at least 6 times! It is unacceptable to not know how to manage a business and lie to the customer. 

   

  Them providing a discounted rate because a family of 5 lost everything in a home fire, while it was much appreciated, that is NOT the issue.

   

  The issue is they verbally told me, reassured me multiple time that my card was refunded fully! That is why I am so angry! They told me at check out we were fully refunded. They told me before checkout that I was fully refunded, and that I could even stay an extra day for free if I wanted too. 

  How does any of that make sense? How do I owe anything if they knew what they were doing? I demanded to speak their boss, the owner of the hotel, and they refused to tell me that information. They refuse to fix this! They should have known what the amount was before we even checked out.

   

  They should have known then and had Salvation Army fix it with them. 

  They told Salvation Army rep as well that I had been fully refunded!  Because again that was the only way Salvation Army was able to help me was that they were reassured by the hotel management that I was fully refunded!

   

  So NOT only did they tell myself I had been refunded, they told my husband and the Salvation Army rep Harriet B******

   

  I would like to add that my family of 5 is my husband, myself, and our 3 children. Both my husband and I are US Army Veterans that served our great country.

   

  We did NOT asked to be treated this way. We did NOT ask for our home to burn down. We did NOT ask them to lie to us, or treat us this way.

   

  Them stating excuses is not a resolution, and I do NOT accept their excuses. 

  I want this complaint filed publicly so that everyone can see how they treated a veteran family that lost everything! They won't refund me, that is obvious at this point. Not without me hiring a lawyer to sue them.

   

   

   

  
  
  Regards,
  
  ******** ******

*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. ↩