JACK Casino Cleveland

My name is [redacted] and I am a Security Investigator at the Horseshoe Casino I had called your office number today; however the office is currently closedI was contacting you regarding a current Revdex.com complaint by [redacted] The latest communication we had received via USPS was a letter with new complaints from Mr [redacted] The letter requested a response within days which would be by December 21, We are requesting an extra week of time to submit a response due to the holidays with increasing business volume We are looking further into Mr [redacted] ’s complaints but are in need of a small extension in time to ensure our fullest attention is given to this matterPlease accept this communication as a notice that Horseshoe Cleveland will be in contact by December 28, regarding Mr [redacted] ’s complaintsPlease feel free to contact me with questions or concerns Thank you for your time, [redacted] ***Security Investigator &Training OfficerHorseshoe Casino Cleveland Public SquareCleveland, Ohio

Better Business Bureau: 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[redacted] , the head of security called me within a day of my Revdex.com complaintHe said he would help me with my stolen wallet then passed me off to his new hire who now runs the security department, [redacted] ***I never heard from [redacted] again [redacted] was very short with me and seemed to care very little about my situationShe did however determine that her employees and employer shared in a major oversight in treating my compliant with no regardShe admitted her company screwed up big-time but made the excuse that the last manager was to blame [redacted] also cited video is only kept for days, then it is destroyed so she could neither view my tape or offer me any helpThis does not align with the most resent response from the horseshoe claiming the tape was reviewed and nothing can be doneHow is it possible to review tape that was destroyed? [redacted] and David offered me no solutionNo refund, no call back, no follow up, no help of any kindThis was the worst experience I have had with any company in years of lifeI have contacted several local media outlets and I will continue to do so until my story is reported on Regards, [redacted]

Company responded by phone 12/3/15-***Ms*** who works in security states that they want to apologize for not getting back to the consumer soonerShe states that after reviewing the security tapes, they were unable to determine what happened with the consumer's wallet

From: Gregory P*** Date:
Wed, Jun 8, at 12:PMSubject: Complaint ID # ***To: "[email protected]"
To Whom It May Concern,
Regarding complaint ID #***, the following resolution took place
On May 19, 2016, Greg P***, VP of Facilities/Operations contacted Mrs*** to discuss the nature of the complaint. It was explained to Greg that the *** family attended the JACK Cleveland Casino and at the end of their stay, they exited the parking garage and had to pay for their parking. Under *** ***, the company which operated the garage prior to JACK Entertainment operating the casino/garage, the ***’s were able to obtain free parking based on their player tier level. The ***’s had not obtain a level of tier status to obtain free parking and had to pay $40, as it was an event night. As such, the ***’s were upset that they did not receive free parking as they had done in the past. I explained to Mrs*** that they did not receive automatic free parking based on their current players club level, but that I would be happy to accommodate their parking at no charge for their next visit. They explained that their next visit was the very next day, which was during a Cavs game, so I explained to them that we will park their car for free during their stay and also provide up car service, giving them the ability to park their car on the wall at the exit, so they can easily leave the garage after the game without waiting. When they arrived the next day, our Valet Manager, Mike K***, greeted them and had their car parked on the wall. At the end of the night, the ***’s did not pay for parking, as per the agreement.
The parking player club levels and how to obtain free parking has been delivered to the ***’s, so they are aware on how to achieve free parking moving forward.
Regards,
Greg P***

Business response taken over the phone by BB staff (**)
Mike the manager for Valet is familiar with the consumer and will be more than happy to refund him the $Mike also agreed to reach out to the consumer personally as he is familiar with Mr***

My name is [redacted] and I am a Security Investigator at the Horseshoe Casino.  I had called your office number today; however the office is currently closed. I was contacting you regarding a current Revdex.com complaint by [redacted].  The latest communication we had received via USPS was a letter with new complaints from Mr. [redacted].  The letter requested a response within 7 days which would be by December 21, 2015.  We are requesting an extra week of time to submit a response due to the holidays with increasing business volume.  We are looking further into Mr. [redacted]’s complaints but are in need of a small extension in time to ensure our fullest attention is given to this matter. Please accept this communication as a notice that Horseshoe Cleveland will be in contact by December 28, 2015 regarding Mr. [redacted]’s complaints. Please feel free to contact me with questions or concerns.  Thank you for your time, [redacted]Security Investigator &Training OfficerHorseshoe Casino Cleveland 100 Public SquareCleveland, Ohio 44113

Better Business...

Bureau:
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.[redacted], the head of security called me within a day of my Revdex.com complaint. He said he would help me with my stolen wallet then passed me off to his new hire who now runs the security department, [redacted]. I never heard from [redacted] again. [redacted] was very short with me and seemed to care very little about my situation. She did however determine that her employees and employer shared in a major oversight in treating my compliant with no regard. She admitted her company screwed up big-time but made the excuse that the last manager was to blame. [redacted] also cited video is only kept for 30 days, then it is destroyed so she could neither view my tape or offer me any help. This does not align with the most resent response from the horseshoe claiming the tape was reviewed and nothing can be done. How is it possible to review tape that was destroyed?[redacted] and David offered me no solution. No refund, no call back, no follow up, no help of any kind. This was the worst experience I have had with any company in 34 years of life. I have contacted several local media outlets and I will continue to do so until my story is reported on.
Regards,
[redacted]

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.   Mike K[redacted] (Manager) has been excellent in taking care of us.  We agreed on accommodations and have been very please with the level of service from him and his staff.   
Regards,
[redacted]