Captain D's

January 4, 2017Dear [redacted],I apologize for the lateness of this response as I was out of the office over the holidays. From what understand, [redacted]s credit card would not authorize for the full amount of his stay, it is customary in the hotel industry to authorize the credit card and put a...

hold on funds of at least the anticipated hotel charge plus an additional amount for incidentals. His stay including tax was $170.39. We were initially able to authorize $165.39 (please see attached detail) and were subsequently able to authorize an additional $60.00. don't know how many times the front desk clerk tried to obtain authorization. Typically, if we can't obtain the full amount initially, we continue to try smaller amounts until the minimum is satisfied. If the clerk tried too many times, this could be a reason that the credit Card company shut down his account.Ross K[redacted], one of the owners of The Woodlands, spoke to [redacted] and reduced the amount owed by 70.39 in an effort to satisfy him. Ross was unable to remove the holds totaling 225.39 due to his bank being uncooperative. In my experience, any card issuer that I have ever requested a hold release has granted my request, 1 this case, his bank told Ross that they do not release holds so Ross was unable to comply with [redacted]s request. Ross then told [redacted] that he would comp his entire stay and refund the $100,00 that was charged to his card. Since [redacted] already submitted a dispute via his credit card company, Ross told him that when we received notice of the chargeback, we would not dispute it and allow it to be credited back to his card.From our standpoint, it appears that once he receives credit for the $100.00 this dispute has been resolved and [redacted]did not pay anything for his stay so there should be nothing else to refund.I sincerely apologize for the difficulty [redacted] has experienced with his credit card being shut down as this was never our intention and understand how frustrating that can be.If you have any questions or need additional information, I can be reached at [redacted]. Ext. [redacted].Sincerely,Michelle V.General Manager

Service Manager Matt R[redacted] spoke to our Client and resolved the issue

I went through the drive through and picked up the order and was then charged $4 more than quoted. I took the food to the family get together and there were no fries included and there was supposed to be 6 orders. I called the local store when I got home and they offered no resolution to the problem. I contacted the customer service on their website and after 3 weeks received a one line email (from ______)saying that I had already received a refund (which I have not). I have tried numerous times to email them again and have never received any response. I was overcharged by $4 and paid for 6 orders of fries that I never received. Their customer service is horrible. I either received no response or a rude response calling me a liar. I ask __________for her bosses email or phone number but never received that either.
Product_Or_Service: 3 Seafood Feast
Order_Number: XXXX