FireStone Roasting House

I am writing in response to complaint 10 [redacted] regarding a charge dispute at FireStone Roasting House. I am the General Manager of the operations and oversee the daily activities of the business.On April 4th, the complainant stated there was an extra charge to their account. This was simply caused...

by a server accidentally authorizing the wrong amount for a credit transaction.This did happen with multiple guests cards at this table. I have spoken with the server and explained the best way to correctly apply multiple payments to a bill. This simple error, unfortunately, does hold the funds on the account associated with the card used.This is based on the financial institution that issues the card. In this situation, all we can•ao is apologize and explain to the.guest that the authorization is not a charge and the amount of money will be returned to their account within 48-72 hours (as the complainant stated Patty did).  I have since spoken with guests from this party and they have confirmed (on April 15,2014) that all accounts have been properly refunded and charged as the guests expected. At this time I feel the matter Is resolved and all accounts have been properly charged. Feel free to reach out with any questions:

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: On Friday, April 4th around 11:00 p.m. myself and three family members and two friends went to FireStone Roasting House for food and drinks. We each had separate bills for our individual purchases. Two paid in cash while the remaining four of us paid with credit cards. The following day I received a text message from one of my friends saying to check my credit card activity because she was overcharged according to her online credit card statement. When I checked I had be charged twice by the restaurant. Once for the correct amount on my receipt $22.42 and again for another charge of $16.02. This charge had a different reference number than the correct charge. I immediately called the establishment to make a complaint on Saturday, April 5th at 11:21 a.m. The lady on the other end took my information and said she would look into it and call me back. I received a call back within the hour from a lady by the name of Patty saying the charge has been removed from my account and the change should be reflected in my online statement between 48 to 72 hours. As of right now the charge is still there. It has not been a full 72 hours yet, but I am still filing this complaint because this was not an honest mistake. Someone or multiple persons at the establishment think they can get away with this. They were especially dumb to think they could get away with it with every credit card purchase in one group of patrons.Desired Settlement: I want the amount that was unduly charged off of my credit card. I also want this establishment investigated for committing credit card fraud. There are obviously shady business practices occurring. I'm sure me and my family and friends who dined there that night are not the only ones this has happened too. Unfortunately, most people aren't diligent with checking their bank/credit card statements so it probably goes unnoticed.

Business

Response:

I am writing in response to complaint 10 [redacted] regarding a charge dispute at FireStone Roasting House. I am the General Manager of the operations and oversee the daily activities of the business.On April 4th, the complainant stated there was an extra charge to their account. This was simply caused by a server accidentally authorizing the wrong amount for a credit transaction.This did happen with multiple guests cards at this table. I have spoken with the server and explained the best way to correctly apply multiple payments to a bill. This simple error, unfortunately, does hold the funds on the account associated with the card used.This is based on the financial institution that issues the card. In this situation, all we can•ao is apologize and explain to the.guest that the authorization is not a charge and the amount of money will be returned to their account within 48-72 hours (as the complainant stated Patty did). I have since spoken with guests from this party and they have confirmed (on April 15,2014) that all accounts have been properly refunded and charged as the guests expected. At this time I feel the matter Is resolved and all accounts have been properly charged. Feel free to reach out with any questions:

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.