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Preferred Cleaners

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Preferred Cleaners Reviews (4)

I am rejecting this response because: Dear ***,As I have stated repeatedly, my issue is this. While making the reservation, we were NEVER told about a cancellation service fee. Your continued assertion otherwise is and deeply dishonest. While I have stayed at your establishment many times in the past, I have not stayed there for a number of years and it is not my responsibility as a consumer to keep track of changes to your business policies. I asked your staff directly what the cancellation policy was and they failed to mention anything about a service fee. As such, it is my firm belief that you had no right to retain any portion of my reservation fee, regardless of whether you issued a gift certificate. However, in good faith, and in response to your offer to refund the remaining $in exchange for the return of the gift certificate, I have placed the gift certificate with Fedex. Barring any extenuating circumstances, such as inclement weather, the anticipated delivery date is Friday, January 27th, 2017. The tracking number is ***. The delivery will require the signature of a person over the age of 18. I expect a refund of the remaining $50, in full, within days of receipt of the gift certificate. I will consider this Revdex.com complaint to be active and unsatisfied until such time as the refund is processed by my bank. Respectfully,***

I am rejecting this response because:Dear Mr***:I appreciate the opportunity to resolve this dispute. Thank you for taking the time to respond. Before going further, I must make it clear that my primary concern is the way in which the Sorensen’s staff have responded to this issue, which has been to belligerently deny the possibility that we were not informed of the service fee component of your cancellation policy (i.e., call me a liar). To avoid similar confrontations in the future, I would respectfully submit the following recommendations: 1) Provide a clear statement of your full cancellation policy on your website.2) If possible, provide a full declaration of said policy to persons making reservations over the telephone. If that is not possible due to the demands on your staff’s time, you might consider directing them to your website.3) Make an effort to actually consider and respect the concerns of your customers, rather than dismissing them out of hand and/or inferring that your customers are simply lying. Doing the latter does no credit to your staff, your business, or your brand. It does little more than ensure that those involved will not become return customers.With that said, I must also respectfully correct several factual inaccuracies in your statement, which are outlined in the attachment. Also, I would like to pose the following solution1) Sorensen’s issues an additional refund in the amount of $50.2) Once the refund posts to the customer’s bank account, the customer will void the gift certificate and mail it back to Sorensen’s.3) If the gift certificate is not received by Sorensen’s, they can take note not to honor said certificate (which I believe is in their power).Again, I would like to thank you for taking the time to resolve this dispute. I also sincerely hope that you are faring well given the recent storm activity in the High Sierra.Sincerely,*** ***

Below is the response we posted on Yelp. With this we are submitting same response to Revdex.com.Mr*** is holding a certificate worth $at our resortWe cannot refund his cc until we receive his original Cancellation CardWe'll be happy to do so once it arrives in the mailPlease see last paragraph.Thank you.*** *** Dear ***,As you know Sorensen's Resort refunded your credit card charge of $for your canceled reservation in February, minus a $cancelation feeWe reiterated our cancelation policy with both you and your wife in various phone conversations and in response to your January email. The policy was also stated in writing in the Confirmation Letter you received by mailUpon your cancellation your credit card was refunded for the amount of $Plus, a $Cancelation Gift Card good for any purchase at the resort, including a future lodging reservation, was also in the refund mailing Since you say you are a long-time guest that returns often (and we appreciate that) we are unsure why all the fussThis policy has not changed in the years of owning our business. Just so you know, we charge this fee on all cancellations whether the deposit was made by credit card or by check. It is given back via our Cancelation Gift Card, as noted above, for future use on any purchase at the resort or lodging deposit We should also point out that our power and phones were out for days in our area when you tried to reach us due to winter stormsThus, making it impossible to respond to your callsWe did respond to your email as stated above. Finally, we will be happy to refund the $cancellation feeBut, because you are holding the Cancellation Gift Card, we cannot refund the $fee until you return the original document by mail. We'll look forward to receiving that, refunding the fee, and resolving this matter.Thank you, *** ***, Innkeeper

Thank you for the opportunity to respond.  Mr. [redacted] wife made a reservation at Sorensen’s Resort on January 3, 2017 for February 25 & 26, 2017. At this time, she was verbally told of our cancellation policy. They also received this policy in writing when they received our...

Confirmation Letter (which was mailed to them).Mr. [redacted] then called a few days later and the policy was explained again. It was also explained that his credit card refund receipt of $423 was already en route by mail along with a Cancellation Gift Care valued at $50. (Basically giving him a full refund). This certificate is good for any item purchased at our resort or even toward a deposit for a future visit.  (And, since he says they are long-time returning guests, this shouldn’t be a problem). This is what the card says: Should you cancel 2-weeks (14 days) prior to your arrival date, we will be happy to refund your deposit, minus a $50 service fee, per cabin reserved.  Mr. [redacted] also reached us by email on January 5, 2017 regarding his concern about our cancellation policy. We responded to him on January 6, the next day, reiterating our cancellation policy. He then posted his complaint on Yelp.It is unfortunate that after numerous phone calls with two different staff people, plus our response to his email that he still doesn't appreciate the time and effort we have spent with him and his wife explaining our policy and generously returning his deposit. In response to the Revdex.com inquiry, we reviewed his reservation, again, noting that his deposit was refunded, minus a $50 service charge within a day of his cancellation. We charge this fee on all credit card cancelations as it is costly in terms of staff time and credit card fees that are charged for every transaction. We should also point out that power and phones were out for 5 days in our area (South of Lake Tahoe) due to winter storms starting on January 8.  And, since he has already received a $50 Cancellation Gift Card we will not be able to return his $50 credit card fee in full until that original document is returned to us.If you have any questions, please fee free to give us a call at [redacted] or [redacted].Sincerely,[redacted], Innkeeper     Tell us why here...

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Address: 5622 Highway 153, #A, Hixson, Tennessee, United States, 37343

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www.bevstouch.com

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Shady, yet now dead: once upon a time this website was reported to be associated with Preferred Cleaners, but after several inspections we’ve come to the conclusion that this domain is no longer active.



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