Remliks Grille & Oyster Bar

On the guests making the complaint were part of a group of peopleThey askedtheir waitress to charge them for only their pol'tion of the bill (separate checks)My waitressaccidently authorized their card for the full amount (193.59) of the party instead ofseparating off just their itemsShe realized her mistake and then authorized and chargedtheir card for the accurate amount of $with a $tipThe card was charged for thecorrect amount of $27.76.Unfortunately when a credit card is authorized it cannot be deleted or voided in any way onthe restaurants endThe guests were not charged the $amount the card wasauthorized for the $The pending authorization will "withhold" that amount of moneyfrom the guest for 1-business d81YS depending on the bankThere is no way for us as thebusiness to remove this authorization.In this case I understood the frustration the guest was experiencing that her money wasbeing withheld from her account due to the pending authorizationI did several things toresolve the issue.lI showed the guest our credit card batch report, wblch showed her that her card wasgoing to be charged the $and not the $The guest was concerned that her rent check would bounce so I offered to call herlandlord to explain the situationShe would not let me call her landlordI offered to pay any bank fees she may have if she had any returned checks due to theinsufficient funds the pending authori:::;ation was causingI called our credit card processing company and asked them to remove theauthorization but they are not able to remove authorizationsI offered to give the guest $in cash so that she could deposit the money in heraccount to cover the pending authorization but because the restaurant did not chargeher card that amount of money she would have to return the money once theauthorization was no longer pending on her accountI also offered that instead of herneeding to come back to return the $I said I could charge her card in days toget the money returned.I spent over minutes trying to resolve this issue for the guestI was sympathetic andunderstood her frustrationI tried to explain that it was not possible for me to remove theauthorization from her accountI realize it was a terrible inconvenience and I dideverything possible to helpOffering her the $in cash was the very best I could doand it would have resolved the issue on her end but she refused to take the money.If you have any questions regarding this case please feel free to call me.E~w~~Kelley W [redacted] Remlik's Oyster Bar & Grille

On 10.12.2016 the guests making the complaint were part of a group of 8 people. They askedtheir waitress to charge them for only their pol'tion of the bill (separate checks). My waitressaccidently authorized their card for the full amount (193.59) of the party instead ofseparating off just their...

items. She realized her mistake and then authorized and chargedtheir card for the accurate amount of $23.76 with a $4.00 tip. The card was charged for thecorrect amount of $27.76.Unfortunately when a credit card is authorized it cannot be deleted or voided in any way onthe restaurants end. The guests were not charged the $193.59 amount the card wasauthorized for the $193.69. The pending authorization will "withhold" that amount of moneyfrom the guest for 1-6 business d81YS depending on the bank. There is no way for us as thebusiness to remove this authorization.In this case I understood the frustration the guest was experiencing that her money wasbeing withheld from her account due to the pending authorization. I did several things toresolve the issue.l. I showed the guest our credit card batch report, wblch showed her that her card wasgoing to be charged the $27.66 and not the $193.69.2. The guest was concerned that her rent check would bounce so I offered to call herlandlord to explain the situation. She would not let me call her landlord.3. I offered to pay any bank fees she may have if she had any returned checks due to theinsufficient funds the pending authori:::;ation was causing.4. I called our credit card processing company and asked them to remove theauthorization but they are not able to remove authorizations.5. I offered to give the guest $200.00 in cash so that she could deposit the money in heraccount to cover the pending authorization but because the restaurant did not charge. her card that amount of money she would have to return the money once theauthorization was no longer pending on her account. I also offered that instead of herneeding to come back to return the $200.00 I said I could charge her card in 5 days toget the money returned.I spent over 45 minutes trying to resolve this issue for the guest. I was sympathetic andunderstood her frustration. I tried to explain that it was not possible for me to remove theauthorization from her account. I realize it was a terrible inconvenience and I dideverything possible to help. Offering her the $200.00 in cash was the very best I could doand it would have resolved the issue on her end but she refused to take the money.If you have any questions regarding this case please feel free to call me.E~w~~Kelley W[redacted]Remlik's Oyster Bar & Grille