Kenora's Flooring Canada

Initial Business Response /* (1000, 5, 2015/09/02) */
Contact Name and Title: Jeremia [redacted], Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bransontraveloffice.com
Customer was very difficult to work with:
- She didn't want to give her address, then she did
- She then received...

her email confirmation and was upset that it had her address in it.
- She was upset that she had to come to our office to pick up tickets.
- She was upset that we faxed the vouchers to the theatre if she didn't want to come by our office.
- We ONLY EMAILED HER A CONFIRMATION OF THE ORDER SHE HAD PLACED, we didn't share it with cyberspace and compromise her security.
Told customer that we would cancel her order for her since we were unable to make her happy, which she declined several times.
She wanted money back then made several remarks along the lines of "Oh, it's that kind of place," "You are just a run around kind business," "Now I get it, that's what you're doing," "What kind of place is it there."
We then told [redacted] that we were cancelling her order because we could not make her happy, but she still did not want to cancel with us.
We then proceeded to give her the direct box office phone numbers to the shows she wanted to see. She didn't get them written down, so we gave them to her again. She then said she needed the phone numbers again, and if we would please give her the same numbers we gave her the first time (which we did... again.)
We then informed [redacted] that we could not assist her any further and she would have to look up the numbers herself.
Since we were unable to make the customer happy, we cancelled her order and voided the charge.
After her order was cancelled, she emailed us from her iPhone on September 1 requesting that we send her a copy of her cancellation - which we then emailed to her.
We believe we did everything in our power to assist [redacted], but feel that we were unable to make her happy.

Initial Business Response /* (1000, 6, 2015/07/29) */
Contact Name and Title: [redacted], Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bransontraveloffice.com
I spoke with [redacted] on the morning of July 16th regarding her tickets that she purchased through us.
She said that she...

believed she was charged almost twice the amount that she should have.
I called the theatre box office directly to double-check box office pricing and confirmed that seats at theatre directly are [redacted] However, if you live or work in the area that the rate was [redacted] per person.
I also verified with the box office at what price they sold their tickets and was informed that they sell their tickets for [redacted] - unless you live or work in the area, which they are then [redacted]
A "local" or "area appreciation" rate is common within the tourism industry in Branson, providing those who live or work here with discounted admission.
I attempted to explain this to Ms. [redacted] and that the customers in front of and/or behind her in line must have been locals or live or worked in the area - that she could not receive the same ticket price because she lived out of state and out of the area.
She kept trying to get me to give her the tickets she purchased for [redacted] but I informed her since she did not/does not live or work in the area that I would be unable to do so.
I told her that she could verify this herself with the theatre and that under no circumstances (outside of being a local or working in the area) that the box office would sell an adult ticket for [redacted]
She refused to call the box office and said that the people around her purchased the tickets for [redacted] said I should be ashamed of myself, and then hung up on me.
What Ms. [redacted] is/was asking for is the equivalent of asking for a [redacted] discount at a hotel when you aren't a member of [redacted] - but believe you are entitled to it because the person in front of you got that discount.
Ms. [redacted] actually received a couple dollars of a discount compared to the box office rate by booking through us.
We stand by our original decision and would encourage the customer verify for themselves (with the theatre directly as well) that adult tickets are sold at [redacted]
We will not be issuing a refund.

Initial Business Response /* (1000, 5, 2015/12/03) */
Contact Name and Title: [redacted], Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bransontraveloffice.com
We do apologize for everything that Mr. [redacted] experienced, and tried our best to accommodate him once we were...

made aware that the unit was having electrical issues.
Two days before their arrival we were notified by the management company that the unit was unfit to stay in during their stay because of electrical issues - something that was completely, totally out of our control. We have no control or involvement with maintenance issues at properties, shows, or attractions that we book.
Unfortunately, sometimes things happen and we attempted to resolve the situation the best we could.
We called Mr. [redacted] to explain the electrical issue and asked if moving to another unit was acceptable. While certainly not the ideal solution, it was the only course of action that we could take given the busy holiday weekend - there were no equal places to stay and no upgrades available that we could find anywhere.
He was pleasant on the phone and said that was fine - keep his reservation and just move him to a different unit and we said we would credit his card $152 for the difference in unit prices.
Yes, were closed on Thanksgiving - however, we also gave Mr. [redacted] an emergency contact number on Wednesday when we followed up with him again in case he should need to contact us on Thanksgiving.
Of course, we sincerely apologize for the inconvenience and offered to fully refund Mr. [redacted] if he was unhappy with the accommodations. Since we could not find another equal or better place to what he had booked, we offered that he could find another place on his own and we would refund the amount in full.
Mr. [redacted] believes that we were unconcerned and rude, which I don't believe was the case at all on our end.
Within minutes of receiving notice about the unit's electrical issues with the property management company that manages and books that particular unit, we had several staff members working frantically to find a similar unit that we could offer as an alternative to Mr. [redacted]. During the process of calling literally dozens of properties around Branson and coming up with nothing, another customer cancelled their stay for the unit that we evenutally moved Mr. [redacted] to.
We immediately booked the unit (even before hearing whether or not Mr. [redacted] wanted to stay there, because it's a terribly busy weekend and didn't want to lose it in the event he WAS ok with moving).
We immediately called Mr. [redacted] as I recounted earlier.
Mr. [redacted] was NOT bumped for another guest, there REALLY were electrical issues that we had no control over, of course it's terribly unfortunate that it had to happen and we sincerely apologize - but I believe we tried our very best to remedy the situation to our best abilities.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This was the response I expected. The wording they gave me at their office was if you can find another place we will let you out of your reservation. That burned me up. It was not my fault and they are saying we will let you out. Gee,thanks. As for the $152.00 they returned that was also a slap in the face. I had no idea what kind of place we were being put into until we arrived. There is no comparison in the place we had booked and the place they put us. To say there is only $50 a night difference is ridiculous. I guess I can just chalk it up as an unfortunate miserable experience. [redacted]
Final Business Response /* (4000, 9, 2015/12/11) */
We have provided all of the information in great detail in order to attempt to address Mr. [redacted]'s original complaint, and are unsure what additional resolution or apologies he is seeking beyond what we have already done.
Everything that transpired and the reasoning behind all of it was explained in the previous response, as well as extending our sincerest apologies and a credit of $150+ issued.
Final Consumer Response /* (4200, 11, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You ruined our vacation and way overcharged us for the place you put us. You have advertisements for Foxpointe Condos two bedroom for $99.00 a night which is all they are worth. Obviously you do not care about repeat business. And you overcharged us to make up for your having to move us.[redacted]