Duo Housing

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] ? Complaint: [redacted] I am rejecting this response because: Duo Housing is saying that taking money for services they have no intention of providing is an acceptable business practice, and that if I'd only have read the fine print, there would be no problemI reject the notion that the consumer is responsible for keeping up with their business rulesI know, because I work in "eCommerce", that it's possible to build this functionality into the reservation system, but the business has to be willing or otherwise compelled to do the work.I'm sure that this singular complaint will not change things as Duo Housing is clearly uninterested in correcting this situationNevertheless, having been stranded in DC by this silly nonsense, it was worth the time to voice the complaint.? Regards, [redacted] ?

Thank you for contacting us in regards to this.I have included a screenshot of our booking page on [redacted] .com where our booking policies are CLEARLY listedOn our page, it's stated "If you are a resident of Washington DC, Virginia, or Maryland, you are restricted to a total of day in any day period", at the bottom of the booking pageIf the guest read these policies, he would be aware of them before he even booked his reservation.? He made his reservations, and a booking service fee was charged by [redacted] .com, as well as Duo Housing charged the entire balance, per our posted policyThe remaining nights were refunded to the guest on August 1, The guest made a SECOND reservation, and his credit card was declined so no payment was taken.These policies are posted in plain view, and they will not be changedWe are sorry the guest encountered his difficulties during this, but if he read the policies and followed those guidelines, this wouldn't have been an issue

? Thank you for contacting us in regards to this complaintThis guest made a reservation with us, beginning December 9, for nights.When it was discovered that the guest was DMV (Washington local) resident, his reservation was reduced to nights, in accordance with our booking policy, which states that NO DMV local may stay at Duo Housing longer than days, within any day period.After the guest left, we attempted to issue their refund, however the card information they provided to us was invalid.When the refund did not arrive to the guest, instead of contacting us, they had a person who claimed they were a lawyer contact us, and threaten to sue us over the refundThis was the first time we were made aware that the refund had not arrived to the guest.]From then, we have attempted to contact the guest multiple times, either by phone or by emailWe have even attempted to call back the person who claimed they were a lawyer, but we have yet to have any response from anyoneI have included a screenshot of our last email, sent on January 15, 2016, where we attempted to ask the guest to help us rectify the situation.At this point, ALL we require is for the guest to contact us either by phone or email (both of which I will provide below), and we can issue the guests refund once we've received valid card information to issue the refund to.Additionally, I have included a link to our website, which the guest claims does not exist: http://duohousing.com/If the guest could either email us, or call us and provide this information, we can finally issue his refund, as we have been trying to do.Please let us know if there is anything further we need to provide.Alex W***[email protected] or [email protected]###-###-####

Thank you for contacting us in regards to this complaintThis guest made a reservation with us, beginning December 9, for nights.When it was discovered that the guest was DMV (Washington local) resident, his reservation was reduced to nights, in accordance with our
booking policy, which states that NO DMV local may stay at Duo Housing longer than days, within any day period.After the guest left, we attempted to issue their refund, however the card information they provided to us was invalid.When the refund did not arrive to the guest, instead of contacting us, they had a person who claimed they were a lawyer contact us, and threaten to sue us over the refundThis was the first time we were made aware that the refund had not arrived to the guest.]From then, we have attempted to contact the guest multiple times, either by phone or by emailWe have even attempted to call back the person who claimed they were a lawyer, but we have yet to have any response from anyoneI have included a screenshot of our last email, sent on January 15, 2016, where we attempted to ask the guest to help us rectify the situation.At this point, ALL we require is for the guest to contact us either by phone or email (both of which I will provide below), and we can issue the guests refund once we've received valid card information to issue the refund to.Additionally, I have included a link to our website, which the guest claims does not exist: http://duohousing.com/If the guest could either email us, or call us and provide this information, we can finally issue his refund, as we have been trying to do.Please let us know if there is anything further we need to provide.Alex W***[email protected] or [email protected]###-###-####

Thank you for contacting us in regards to this.I have included a screenshot of our booking page on ***.com where our booking policies are CLEARLY listedOn our page, it's stated "If you are a resident of Washington DC, Virginia, or Maryland, you are restricted to a total of day in any
day period", at the bottom of the booking pageIf the guest read these policies, he would be aware of them before he even booked his reservation. He made his reservations, and a booking service fee was charged by ***.com, as well as Duo Housing charged the entire balance, per our posted policyThe remaining nights were refunded to the guest on August 1, The guest made a SECOND reservation, and his credit card was declined so no payment was taken.These policies are posted in plain view, and they will not be changedWe are sorry the guest encountered his difficulties during this, but if he read the policies and followed those guidelines, this wouldn't have been an issue

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
As I said earlier in my letter, duo housing incorporated
told me that they had made the refund to me before I left the hostelI called
my bank to find out how long it will take before any refund made is posted
They told me that it will take three to five business daysAfter waiting for
about five days, I call them and ask them about the refundThe representative
that answered the telephone told me that she does not have the receipt for the refund
that, she would allow me to speak with one of their managersThe manager told
me that they had made the refund, that if I did not receive it that I have to
send to them a copy of my bank statement and if no refund has been made, they
will issue a refund to me for the four nights that I did not stay at their
hostelHence I contacted them about the refund and it is not the first time as
duo housing incorporated claim in their statement that they heard that the
refund had not arrived to the guest from a lawyerSecondly, I did not contact
a lawyer, I contacted the washington dc consumer protection agencyShe called
me and told me that she is working with duo housing incorporated to get my
refund back to meHence, I did not
contact a lawyer that threatens to sue them like they said in their letterI got an email from duo housing telling me
that the card information I gave to them is not correct to send to them my card
informationDuo housing has my bank card information that is what they use to
charge me for the night I spend at their hostelI gave them my card and the
charge me for the hostel stay and also wrote down my card information, in case
there is an infraction of any of their rule they can charge it to my card as
contained in duo housing incorporated refund and regulation which I did sent to
you, therefore, it is easy to refund the money owed to the customerI still
need duo housing to give a copy of the refund receipt since they claimed that
they had made a refund and I did not receive it
Regards,
*** ***

I'm happy we have been able to at least get somewhere here.Firstly, let me apologize for any miscommunication that has occurred within this interaction.Secondly, when we received a phone call from the person assisting the guest, and THEY had informed the staff that they were a lawyer acting upon the guests wishesWe do not mean to accuse, we are only relaying the information that was given to us.But here's where the matter truly lies: the guests card information that we have on file was improperly entered into our system by the staff member that checked the guest inTHAT is why the refund never reached him, and that is why we have been attempting to get the updated (accurate) card informationThat is why no receipt was printed, as the transaction never went throughThe guests card was manually run through our card machine, however the staff member needs to write the exact card info into the system we check the guests in on, in case we have need to refund the guest (like in this case)The numbers on the card were incorrectly entered into the system by the staff member, and that is where the issue isWhen we attempted to issue the refund, it went no where, as the card information we have on file is wrong.ALL we need is for the guest to contact us, provide us with valid card information, and we can issue his refundWe are eager to help end this situation as fast as possible, and we hope to hear from the guest soon.The guest may contact us via email ([email protected], dh.reservations@***.com), or call us by phone at ###-###-####

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
As I said earlier in my letter, duo housing incorporated
told me that they had made the refund to me before I left the hostelI called
my bank to find out how long it will take before any refund made is posted
They told me that it will take three to five business daysAfter waiting for
about five days, I call them and ask them about the refundThe representative
that answered the telephone told me that she does not have the receipt for the refund
that, she would allow me to speak with one of their managersThe manager told
me that they had made the refund, that if I did not receive it that I have to
send to them a copy of my bank statement and if no refund has been made, they
will issue a refund to me for the four nights that I did not stay at their
hostelHence I contacted them about the refund and it is not the first time as
duo housing incorporated claim in their statement that they heard that the
refund had not arrived to the guest from a lawyerSecondly, I did not contact
a lawyer, I contacted the washington dc consumer protection agencyShe called
me and told me that she is working with duo housing incorporated to get my
refund back to meHence, I did not
contact a lawyer that threatens to sue them like they said in their letterI got an email from duo housing telling me
that the card information I gave to them is not correct to send to them my card
informationDuo housing has my bank card information that is what they use to
charge me for the night I spend at their hostelI gave them my card and the
charge me for the hostel stay and also wrote down my card information, in case
there is an infraction of any of their rule they can charge it to my card as
contained in duo housing incorporated refund and regulation which I did sent to
you, therefore, it is easy to refund the money owed to the customerI still
need duo housing to give a copy of the refund receipt since they claimed that
they had made a refund and I did not receive it
Regards,
*** ***

We understand your complaint, and we've read it fully.The issue we're facing, is your complaint deals directly with our posted policiesThey are there for everyone to read, as long as you take the time to read through themThe policies are marked as "Things to Note", specifically so any guests booking know that it is pertinent information.We also understand you are not satisfied with the placement of these listed policies, even though they are sent to you twice (once on our booking page, and once in your confirmation email upon making your reservation), but we cannot change thatThat is information placed by the booking site ***.com, and if you are unhappy with the placement of the information, you would have to contact them.We are sorry this has affected you negatively, but at this point, we cannot help you any further

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: Duo Housing is saying that taking money for services they have no intention of providing is an acceptable business practice, and that if I'd only have read the fine print, there would be no problemI reject the notion that the consumer is responsible for keeping up with their business rulesI know, because I work in "eCommerce", that it's possible to build this functionality into the reservation system, but the business has to be willing or otherwise compelled to do the work.I'm sure that this singular complaint will not change things as Duo Housing is clearly uninterested in correcting this situationNevertheless, having been stranded in DC by this silly nonsense, it was worth the time to voice the complaint.
Regards,
*** * ***

We understand your complaint, and we've read it fully.The issue we're facing, is your complaint deals directly with our posted policiesThey are there for everyone to read, as long as you take the time to read through themThe policies are marked as "Things to Note", specifically so any guests booking know that it is pertinent information.We also understand you are not satisfied with the placement of these listed policies, even though they are sent to you twice (once on our booking page, and once in your confirmation email upon making your reservation), but we cannot change thatThat is information placed by the booking site ***.com, and if you are unhappy with the placement of the information, you would have to contact them.We are sorry this has affected you negatively, but at this point, we cannot help you any further

Thank you for contacting us in regards to this complaintThis guest made a reservation with us, beginning December 9, for nights.When it was discovered that the guest was DMV (Washington local) resident, his reservation was reduced to nights, in accordance with our booking policy,
which states that NO DMV local may stay at Duo Housing longer than days, within any day period.After the guest left, we attempted to issue their refund, however the card information they provided to us was invalid.When the refund did not arrive to the guest, instead of contacting us, they had a person who claimed they were a lawyer contact us, and threaten to sue us over the refundThis was the first time we were made aware that the refund had not arrived to the guest.]From then, we have attempted to contact the guest multiple times, either by phone or by emailWe have even attempted to call back the person who claimed they were a lawyer, but we have yet to have any response from anyoneI have included a screenshot of our last email, sent on January 15, 2016, where we attempted to ask the guest to help us rectify the situation.At this point, ALL we require is for the guest to contact us either by phone or email (both of which I will provide below), and we can issue the guests refund once we've received valid card information to issue the refund to.Additionally, I have included a link to our website, which the guest claims does not exist: http://duohousing.com/If the guest could either email us, or call us and provide this information, we can finally issue his refund, as we have been trying to do.Please let us know if there is anything further we need to provide.Alex W***[email protected] or [email protected]###-###-####

? Thank you for contacting us in regards to this complaintThis guest made a reservation with us, beginning December 9, for nights.When it was discovered that the guest was DMV (Washington local) resident, his reservation was reduced to nights, in accordance with our booking policy,
which states that NO DMV local may stay at Duo Housing longer than days, within any day period.After the guest left, we attempted to issue their refund, however the card information they provided to us was invalid.When the refund did not arrive to the guest, instead of contacting us, they had a person who claimed they were a lawyer contact us, and threaten to sue us over the refundThis was the first time we were made aware that the refund had not arrived to the guest.]From then, we have attempted to contact the guest multiple times, either by phone or by emailWe have even attempted to call back the person who claimed they were a lawyer, but we have yet to have any response from anyoneI have included a screenshot of our last email, sent on January 15, 2016, where we attempted to ask the guest to help us rectify the situation.At this point, ALL we require is for the guest to contact us either by phone or email (both of which I will provide below), and we can issue the guests refund once we've received valid card information to issue the refund to.Additionally, I have included a link to our website, which the guest claims does not exist: http://duohousing.com/If the guest could either email us, or call us and provide this information, we can finally issue his refund, as we have been trying to do.Please let us know if there is anything further we need to provide.Alex W***[email protected] or [email protected]###-###-####

Thank you for contacting us in regards to this.I have included a screenshot of our booking page on ***.com where our booking policies are CLEARLY listedOn our page, it's stated "If you are a resident of Washington DC, Virginia, or Maryland, you are restricted to a total of day in any
day period", at the bottom of the booking pageIf the guest read these policies, he would be aware of them before he even booked his reservation.? He made his reservations, and a booking service fee was charged by ***.com, as well as Duo Housing charged the entire balance, per our posted policyThe remaining nights were refunded to the guest on August 1, The guest made a SECOND reservation, and his credit card was declined so no payment was taken.These policies are posted in plain view, and they will not be changedWe are sorry the guest encountered his difficulties during this, but if he read the policies and followed those guidelines, this wouldn't have been an issue

[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]
 Complaint: [redacted]
I am rejecting this response because:
As I said earlier in my letter, duo housing incorporated
told me that they had made the refund to me before I left the hostel. I called
my bank to find out how long it will take before any refund made is posted.
They told me that it will take three to five business days. After waiting for
about five days, I call them and ask them about the refund. The representative
that answered the telephone told me that she does not have the receipt for the refund
that, she would allow me to speak with one of their managers. The manager told
me that they had made the refund, that if I did not receive it that I have to
send to them a copy of my bank statement and if no refund has been made, they
will issue a refund to me for the four nights that I did not stay at their
hostel. Hence I contacted them about the refund and it is not the first time as
duo housing incorporated claim in their statement that they heard that the
refund had not arrived to the guest from a lawyer. Secondly, I did not contact
a lawyer, I contacted the washington dc consumer protection agency. She called
me and told me that she is working with duo housing incorporated to get my
refund back to me. Hence, I did not
contact a lawyer that threatens to sue them like they said in their letter. I got an email from duo housing telling me
that the card information I gave to them is not correct to send to them my card
information. Duo housing has my bank card information that is what they use to
charge me for the night I spend at their hostel. I gave them my card and the
charge me for the hostel stay and also wrote down my card information, in case
there is an infraction of any of their rule they can charge it to my card as
contained in duo housing incorporated refund and regulation which I did sent to
you, therefore, it is easy to refund the money owed to the customer. I still
need duo housing to give a copy of the refund receipt since they claimed that
they had made a refund and I did not receive it.
Regards,
[redacted]

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because: Duo Housing is saying that taking money for services they have no intention of providing is an acceptable business practice, and that if I'd only have read the fine print, there would be no problem. I reject the notion that the consumer is responsible for keeping up with their business rules. I know, because I work in "eCommerce", that it's possible to build this functionality into the reservation system, but the business has to be willing or otherwise compelled to do the work.I'm sure that this singular complaint will not change things as Duo Housing is clearly uninterested in correcting this situation. Nevertheless, having been stranded in DC by this silly nonsense, it was worth the time to voice the complaint. 
Regards,
[redacted]