Complaint: ***I am rejecting this response because: I agree that the co-manager of the Dancing Bears Inn refunded my money outside of the reservation policy, but this was also due to the fact that I had informed them in my reservation that my brother had surgery and needed a knee cart and required accessibilityWhen I arrived there was feet of snow and the motel had not notified me prior to my arrival that they had not cleared the snow The co-manager assisted me in finding a room at the nearby *** *** who has plowed thier propertyHe told me that it would be to business days before I would receive my refund After buisness days, I filed a complaint with Revdex.com as I had not received a refund by October 21, In checking with *** ** ***, the manager had not entered a refund until October 25, 2016, and I received the notice of refund that day I believe the manager finally entered my refund because I filed a complaint with the Revdex.com Unfortunately, John T***, the co-manager felt it necessary to call me on October 22, after I had filed my complaint to berate me verbally ovder the phone I finally had to hang up as he was not interested in my version of the story, just wanted to rake me over the coals He also originally charged me a 6% "reservation fee" which was not included in my original quote This is not a good place to stay and a business that does not understand customer service or engage good business practices
Sincerely,*** ***
Hello -
Dancing Bears Inn has a hour no refund cancellation policy as well as a 15% penalty if you cancel outside of the hours. The customer was not charged either of these due to the fact that East Glacier received over inches of snow and his brother would not be able to
get around effectively in East Glacier. The customer was told that it takes 5-business days for the refund to process. However, since the 10th was a holiday, I informed the customer that it would be a couple of days before the refund was submitted. This would put the refund to the customer's card sometime the week of 10/24/
There is also a 6% Reservation Bed Tax that the customer didn't take into account in his/her complaint. I spoke with the customer when I received this complaint to express the frustration that they would take this measure in such a short amount of time. I would appreciate this case being resolved and closed as quickly as possible. I will send the documentation to the Revdex.com of the full refund given to the customer
This is a disappointing result of going around our cancellation policy to assist someone after a nasty winter storm blew through our town. It is unfortunate that our kindness was repaid in this manner when we are within our rights per policy to not provide a refund
Thanks for all you do
John
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]
Revdex.com,
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I will not accept this statement as truth nor accept it as resolved until the check if I receive it is cashed. His comments in the response are false. First of all I never received a computer generated email that I was refunded in full...the only email I received is attached to this message which states "You should expect a full refund based on your bank's refund policy." The second lie is that he told me "a few days after my cancellation he conveyed to me " that the previous owner would send out the refund. I heard nothing from him until I sent an email on 7/8/15 when I phoned him to talk to him. I asked him where my refund was. He informed me that the ownership changed hands and the previous owner (I would like to see paperwork to verify this as I believe nothing his says) is responsible for refunding me the money. He supposedly called this previous owner named [redacted], who said he would mail me a check. I never received anything not an email or a check. I sent an email on 7/20/15 (attached) asking where my refund was as it has been nearly 2 weeks. I never received a response for nearly 2 days to that email so I called and spoke to [redacted] from dancing bears on 7/21 who seemed appalled that I was getting impatient with his run around. I asked how long does it take to write a check and mail it? He said he would call the previous owner and get back to me in 15 min...I never heard from him for well over an hour...but he did reach me ....as opposed to his response in this complaint that he was unable to reach me...(this man is a liar and can't keep his stories straight)...he claimed the previous owner said he mailed me the check but had no tracking number etc. I told him I have received nothing or else I wouldn't be making such a fuss over it. [redacted] from dancing bears stated since the previous owner wasn't going to make good on it...so he himself would mail me a check tomorrow and send me an email with that tracking number tomorrow.....well tomorrow and the next day came and I had no email on tracking number or no call from him. So I sent him an email asking about it (it is attached). I received no response from him. Until of course he responded on here. I have also found reviews online where this business has had similar problems with not refunding cancellations (see attached comment) there are more on trip advisor as well as other bad complaints about this business. [redacted] can be aware that if I do not receive my refund I will contact the attorney general and go through proper channels to reclaim it. If this previous owner was to send me the check then why wouldn't he notify me/leave a message. I have had no calls or any communications with him since he told me he himself would send me a check and send me an email with the tracking number. The actions are thievery and contradict their cancellation policy (attached) So if he is telling the truth...and the check was mailed on the 23rd of July, 2015...then I should receive the check by Monday or Tuesday. At the latest Wednesday 7/29/15. We shall see.
Regards,
[redacted]
Hi there,I just wanted to let you know that I did receive a check today for $100.00 from the previous owner of Dancing Bears/East Glacier Motel and Cabins. It has been deposited and as long as it doesn't bounce everything will be settled however I do not feel I should have had to fight for my refund...in my opinion it was never going to be sent out. Thank you so much for your help! If the check bounces you will be hearing from me!Thank you![redacted]
Hello -We received a request from a [redacted] to cancel her reservation (#[redacted]) at East Glacier Motel and Cabins electronically. We cancelled her reservation through our system. When we cancelled this reservation a computer generated letter was emailed to Ms [redacted]...
saying that she was refunded in full.We were not able to refund her credit card as Glacier Properties just recently acquired East Glacier Motel and Cabins (March 2015) and we did not have access to any previous reservation payment information.I contacted the appropriate people and they stated they would send out a refund. I conveyed this message to Ms [redacted] a few days after her cancellation.Ms. [redacted] called back later and stated that she had not received her refund. I apologized and stated that I would contact the previous owner on her behalf. I contacted the previous owner and he stated that he would send her a check. I conveyed Ms [redacted]'s information to the previous owner. I called Ms [redacted] and relayed this information to her.A couple of days ago Ms [redacted] made several phone calls to front desk clerks at Dancing Bears Inn and East Glacier Motel/Cabins demanding her refund. I contacted Ms [redacted] and reiterated what I had previously told her but stated that I would talk to the former owner again. I attempted to call Ms [redacted] back but was unable to reach her.I was prepared to send out a money order to Ms [redacted] but had to ensure that the previous owner had not already sent out a refund.The previous owner returned my call and apologized for his oversight as he is in process of opening a new resort. He stated that he would send out a $100 check to Ms [redacted] on 7/23/2015 for her cancelled reservation. This is $9.05 above her room fee.Sincerely,[redacted]East Glacier Motel and Cabins###-###-####
Complaint: ***I am rejecting this response because: I agree that the co-manager of the Dancing Bears Inn refunded my money outside of the reservation policy, but this was also due to the fact that I had informed them in my reservation that my brother had surgery and needed a knee cart and required accessibilityWhen I arrived there was feet of snow and the motel had not notified me prior to my arrival that they had not cleared the snow The co-manager assisted me in finding a room at the nearby *** *** who has plowed thier propertyHe told me that it would be to business days before I would receive my refund After buisness days, I filed a complaint with Revdex.com as I had not received a refund by October 21, In checking with *** ** ***, the manager had not entered a refund until October 25, 2016, and I received the notice of refund that day I believe the manager finally entered my refund because I filed a complaint with the Revdex.com Unfortunately, John T***, the co-manager felt it necessary to call me on October 22, after I had filed my complaint to berate me verbally ovder the phone I finally had to hang up as he was not interested in my version of the story, just wanted to rake me over the coals He also originally charged me a 6% "reservation fee" which was not included in my original quote This is not a good place to stay and a business that does not understand customer service or engage good business practices
Sincerely,*** ***
Hello -
Dancing Bears Inn has a hour no refund cancellation policy as well as a 15% penalty if you cancel outside of the hours. The customer was not charged either of these due to the fact that East Glacier received over inches of snow and his brother would not be able to
get around effectively in East Glacier. The customer was told that it takes 5-business days for the refund to process. However, since the 10th was a holiday, I informed the customer that it would be a couple of days before the refund was submitted. This would put the refund to the customer's card sometime the week of 10/24/
There is also a 6% Reservation Bed Tax that the customer didn't take into account in his/her complaint. I spoke with the customer when I received this complaint to express the frustration that they would take this measure in such a short amount of time. I would appreciate this case being resolved and closed as quickly as possible. I will send the documentation to the Revdex.com of the full refund given to the customer
This is a disappointing result of going around our cancellation policy to assist someone after a nasty winter storm blew through our town. It is unfortunate that our kindness was repaid in this manner when we are within our rights per policy to not provide a refund
Thanks for all you do
John
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]
Revdex.com,
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I will not accept this statement as truth nor accept it as resolved until the check if I receive it is cashed. His comments in the response are false. First of all I never received a computer generated email that I was refunded in full...the only email I received is attached to this message which states "You should expect a full refund based on your bank's refund policy." The second lie is that he told me "a few days after my cancellation he conveyed to me " that the previous owner would send out the refund. I heard nothing from him until I sent an email on 7/8/15 when I phoned him to talk to him. I asked him where my refund was. He informed me that the ownership changed hands and the previous owner (I would like to see paperwork to verify this as I believe nothing his says) is responsible for refunding me the money. He supposedly called this previous owner named [redacted], who said he would mail me a check. I never received anything not an email or a check. I sent an email on 7/20/15 (attached) asking where my refund was as it has been nearly 2 weeks. I never received a response for nearly 2 days to that email so I called and spoke to [redacted] from dancing bears on 7/21 who seemed appalled that I was getting impatient with his run around. I asked how long does it take to write a check and mail it? He said he would call the previous owner and get back to me in 15 min...I never heard from him for well over an hour...but he did reach me ....as opposed to his response in this complaint that he was unable to reach me...(this man is a liar and can't keep his stories straight)...he claimed the previous owner said he mailed me the check but had no tracking number etc. I told him I have received nothing or else I wouldn't be making such a fuss over it. [redacted] from dancing bears stated since the previous owner wasn't going to make good on it...so he himself would mail me a check tomorrow and send me an email with that tracking number tomorrow.....well tomorrow and the next day came and I had no email on tracking number or no call from him. So I sent him an email asking about it (it is attached). I received no response from him. Until of course he responded on here. I have also found reviews online where this business has had similar problems with not refunding cancellations (see attached comment) there are more on trip advisor as well as other bad complaints about this business. [redacted] can be aware that if I do not receive my refund I will contact the attorney general and go through proper channels to reclaim it. If this previous owner was to send me the check then why wouldn't he notify me/leave a message. I have had no calls or any communications with him since he told me he himself would send me a check and send me an email with the tracking number. The actions are thievery and contradict their cancellation policy (attached) So if he is telling the truth...and the check was mailed on the 23rd of July, 2015...then I should receive the check by Monday or Tuesday. At the latest Wednesday 7/29/15. We shall see.
Regards,
[redacted]
Hi there,I just wanted to let you know that I did receive a check today for $100.00 from the previous owner of Dancing Bears/East Glacier Motel and Cabins. It has been deposited and as long as it doesn't bounce everything will be settled however I do not feel I should have had to fight for my refund...in my opinion it was never going to be sent out. Thank you so much for your help! If the check bounces you will be hearing from me!Thank you![redacted]
Hello -We received a request from a [redacted] to cancel her reservation (#[redacted]) at East Glacier Motel and Cabins electronically. We cancelled her reservation through our system. When we cancelled this reservation a computer generated letter was emailed to Ms [redacted]...
saying that she was refunded in full.We were not able to refund her credit card as Glacier Properties just recently acquired East Glacier Motel and Cabins (March 2015) and we did not have access to any previous reservation payment information.I contacted the appropriate people and they stated they would send out a refund. I conveyed this message to Ms [redacted] a few days after her cancellation.Ms. [redacted] called back later and stated that she had not received her refund. I apologized and stated that I would contact the previous owner on her behalf. I contacted the previous owner and he stated that he would send her a check. I conveyed Ms [redacted]'s information to the previous owner. I called Ms [redacted] and relayed this information to her.A couple of days ago Ms [redacted] made several phone calls to front desk clerks at Dancing Bears Inn and East Glacier Motel/Cabins demanding her refund. I contacted Ms [redacted] and reiterated what I had previously told her but stated that I would talk to the former owner again. I attempted to call Ms [redacted] back but was unable to reach her.I was prepared to send out a money order to Ms [redacted] but had to ensure that the previous owner had not already sent out a refund.The previous owner returned my call and apologized for his oversight as he is in process of opening a new resort. He stated that he would send out a $100 check to Ms [redacted] on 7/23/2015 for her cancelled reservation. This is $9.05 above her room fee.Sincerely,[redacted]East Glacier Motel and Cabins###-###-####