Carmine's Italian Restaurant

Initial Business Response /* (1000, 5, 2016/06/30) */
[redacted]
Please understand that as with all modes of booked transportation, we too, must have refund policies to protect us and in...

essence, the customer. We operate on a booked reservation system to best help us manage capacity. If we are sold out on a route and we have passengers who do not show up, which happens many times, we are losing valuable operating revenue by not being able to re-sell the seat right away. By having a refund/credit policy which includes a 15% non-refundable fee customers are more likely to try a bit harder to show up as the changing of their ticket will cost them a bit more.
Most times when we decide to provide good customer service and allow a refund we provided the customer with a travel credit which they could use at any time they deemed convenient. I am not sure why the customer would be told we were changing routes which caused uncertain travel options but I certainly will get to the bottom of it.
Here is a copy of our refund policy.
All Maritime Bus tickets are non-refundable and can be changed up to the original purchased departure time. A service fee of 15% will be charged for any changes or cancellations which is payable at the time. Changes can be made at all Maritime Bus Terminals and Agencies or by contacting our Maritime Bus Customer Call Center and speaking to one of our Customer Service Agents. Please remember if you make changes by phone a credit card will be required!
Initial Consumer Rebuttal /* (3000, 7, 2016/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have received the response provided by Maritime Bus, however, it is irrelevant in my situation. I do no accept this response and I continue to seek a refund for my purchase.
The response from Maritime Bus reads, that the no-refund policy is in place to protect the company from passengers who do not show up for their travel. Simply because, no-show passengers who request refunds cut into the company operating revenue. (Presumably because the unoccupied seat could have be sold to someone else)
Although fairly simple to understand, the response provided to me is completely irrelevant to my situation and has not addressed my complaint. I do not accept this response and I continue to seek a refund for my purchase.
To review my past complaint, I canceled my ticket several weeks in advance. The departure date was originally set for December 20th, 2015.[redacted]
[redacted]. As per the Maritime Bus response, I am not subject to the terms of their no-refund policy and therefore entitled to having the credit amount returned to my credit card. [redacted]
I called Maritime Bus this week and tried to use my travel credit for upcoming travel plans in December 2016. I was told that bus tickets can only be sold up to 3 months in advance and I should try again in September. Since my holiday travel plans include a connecting flight, I can not wait until September to purchase a bus ticket since flight tickets will have nearly doubled in price by then.
To make matters even more frustrating, I was told that Maritime Bus is in the process of changing their departure and route schedules. They were not able to confirm that the same departure times/routes operating now will continue in December.
Since it seems to me that I will never have the opportunity to use the travel credit I was given, I am requesting the credit amount be returned to my credit card. I would like Maritime Bus to respond directly to my complaint this time, and not ignore the issue again. I have made my complaint very clear, and as much as I appreciate their last response, it was simply lip service.

I'm not sure if I have the main office for Carmine's. I've attempted to reach the Revdex.com for the restaurant located @ [redacted] in [redacted] which was not located in the NV selection.

My husband and I dined in your restaurant on Monday, July [redacted] at approximately 1245 your time. We sat at the bar. We ordered Fried Zucchini, (1) diet coke and (1) Margarita.

The service was great, food was great. Upon checkout my husband presented our bank debit card. The total receipt was for $29.62 with us leaving a $6 tip. This closed our receipt out for $35.62. The restaurant ticket number was #30013. On the morning of July 24th after reviewing my bank stmt online it was noticed that a charge of $948.08 was pending on my account with the drawer being Carmine's. I immediately pulled my receipt to see if I had made an error.

We contacted your manager Willie G[redacted] immediately to dispute the charge. He amidly told us that it was our bank. My husband explained and forwarded him a copy via email. He said he would check this information and get back to us. Mr. G[redacted] responded to the email (see attached). Mr. G[redacted] NEVER apologized for the inconvenience only asking that we be patient as it takes time to clear this matter.

On Monday, July [redacted] @ 9 am I went to my bank with all documents pertaining to this matter. My bank informed me that it was in fact the restaurants gross negliance and I would need to dispute this with them.

My husband then emailed Mr G[redacted] again regarding the information we obtained from the bank. With no answer via phone nor email my husband called back and was told the "managers were in a meeting" a message was taken again. In the email my husband also CC a copy to the General Manager Mr. E[redacted]. The day went on with no feedback until 330 pm CST. I myself phoned and requested to speak to a manager. Mr. Jesse H[redacted] answered the phone. He apologized for the event and stated he was going to contact his bank merchant and get this transaction turned around.

I'm deeply saddened that it took time from my job, extreme stress because we were treated as if we had committed the crime. I have never been a victim of such disrespect by Mr G[redacted] and the lack of response by management. I am attaching documents to verify my complaint. I would hope that a proper investigation be taken to ensure tourist that this doesn't happen again.

Respectfully,

[redacted] & [redacted]