Urban Cowboy

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] Company states we came to an agreement on refund but it ha been two months and I have seen nothingLast we spoke I waS gaurenteed a check would be sent in the mailI asked for confirmation that it was actually sent as well as trackingThere has been no response or refundIt's this same lack of communication and customer service that lead to me trying to figure out why I had not been charged and try to cancel my reservationYou state clearly your inability to respond to me in the beginning of this me s but even after making me feel as tho it's all my fault and my loss to deal with we came to terms with half refund and I have received nothingNot even a response to my last messageThis matter is still unresolved In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

The refund was sent overnight by *** on February **, Customer was notified via email of the shipmentCustomer emailed today march *** saying it was never receivedShipping confirmation was sent in response and the customer has been asked to contact the shipping service to retrieve

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
Company states we came to an agreement on refund but it ha been two months and I have seen nothing. Last we spoke I waS gaurenteed a check would be sent in the mail. I asked for confirmation that it was actually sent as well as tracking. There has been no response or refund. It's this same lack of communication and customer service that lead to me trying to figure out why I had not been charged and try to cancel my reservation. You state clearly your inability to respond to me in the beginning of this me s but even after making me feel as tho it's all my fault and my loss to deal with we came to terms with half refund and I have received nothing. Not even a response to my last message. This matter is still unresolved  
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Customer made a reservation for the peace pipe room for August **- **, 2014 at our establishment over the phone on 7.**.2014. We only confirm reservations with payment details over the phone. At the...

time our system was not able to charge the deposit to finalize the reservation, but we took payment details to keep on file should we have had to charge the customer manually at a later date. [redacted] was sent a confirmation email on that date and as well given a verbal confirmation at time payment details were taken over the phone. our cancelation policy had changed since but read: Cancellation Policy A 50% deposit is required to guarantee your reservation, and will be collected at the time of your reservation. Urban Cowboy B&B is a small business with only a few rooms, so we must adhere to a strict cancellation policy. You can cancel your reservation up to two weeks before your arrival date and your deposit will be refunded. Customer responded to the confirmation email on 7.**.14 "[redacted]" ( this is the complete email) -This email was not responded too. customer sent the same email above again on 8.*.14 -The response to this email was: Hey [redacted], The charge will not come out until you check in. We are transferring over our system at the moment so deposits are on hold for the time being. ( complete email) There is no more Response from Customer. On the date of the arrival 8.**.14, the customer was contacted to confirm arrival time, to which we got no response, and he never showed up to check-in. the customer was then contacted again on the 8.**.14 to ask if he ment to cancel his reservation, to which we got no response. At the end of the year we batched all pending transaction in the system. his reservation was pending as a no-show, with payment details on file. he was charged accordingly. [redacted] then contacted us, to dispute the charge. we came to an agreement to refund 50% of the charge. That refund has been in process since before this complaint.

Review: I tried to book a room almost two months in advance. Never received confirmation that I actually had a reservation even tho all of my card info was taken I was never charged. Which worried me because their policy stated at the time that a %50 deposit is required during booking for it to go thru. After writing them emails for a month with no response I decided to find other accommodations. I eventually received an email from [redacted] stating that my card would not be charged. This was in August 2014. January 2015 my account was charged for the reservation. I called them and was told that they just switched over computer systems and still had my card info so went ahead and charged me and couldn't/wouldn't refund all of my money because it would end up costing their company. She tried everything to make me seem like I was wrong and had no power or say in the matter. She then said thy would refund half of my money. But have since stopped responding to my emails and have began to forward my calls.Desired Settlement: I would like to get my refund.

Business

Response:

Customer made a reservation for the peace pipe room for August **- **, 2014 at our establishment over the phone on 7.**.2014. We only confirm reservations with payment details over the phone. At the time our system was not able to charge the deposit to finalize the reservation, but we took payment details to keep on file should we have had to charge the customer manually at a later date. [redacted] was sent a confirmation email on that date and as well given a verbal confirmation at time payment details were taken over the phone. our cancelation policy had changed since but read: Cancellation Policy A 50% deposit is required to guarantee your reservation, and will be collected at the time of your reservation. Urban Cowboy B&B is a small business with only a few rooms, so we must adhere to a strict cancellation policy. You can cancel your reservation up to two weeks before your arrival date and your deposit will be refunded. Customer responded to the confirmation email on 7.**.14 "[redacted]" ( this is the complete email) -This email was not responded too. customer sent the same email above again on 8.*.14 -The response to this email was: Hey [redacted], The charge will not come out until you check in. We are transferring over our system at the moment so deposits are on hold for the time being. ( complete email) There is no more Response from Customer. On the date of the arrival 8.**.14, the customer was contacted to confirm arrival time, to which we got no response, and he never showed up to check-in. the customer was then contacted again on the 8.**.14 to ask if he ment to cancel his reservation, to which we got no response. At the end of the year we batched all pending transaction in the system. his reservation was pending as a no-show, with payment details on file. he was charged accordingly. [redacted] then contacted us, to dispute the charge. we came to an agreement to refund 50% of the charge. That refund has been in process since before this complaint.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Company states we came to an agreement on refund but it ha been two months and I have seen nothing. Last we spoke I waS gaurenteed a check would be sent in the mail. I asked for confirmation that it was actually sent as well as tracking. There has been no response or refund. It's this same lack of communication and customer service that lead to me trying to figure out why I had not been charged and try to cancel my reservation. You state clearly your inability to respond to me in the beginning of this me s but even after making me feel as tho it's all my fault and my loss to deal with we came to terms with half refund and I have received nothing. Not even a response to my last message. This matter is still unresolved

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The refund was sent overnight by [redacted] on February **, 2015. Customer was notified via email of the shipment. Customer emailed today march [redacted] 2015 saying it was never received. Shipping confirmation was sent in response and the customer has been asked to contact the shipping service to retrieve.