Watauga Lakeshore Resort and Marina

It is unfortunate that the auction made a mistake and this unit was placed on the wrong carrierWithin minutes of Mr [redacted] calling we identified the problem and offered to have the vehicle shipped directly to his home at no additional cost He called back shortly thereafter and said he would just like to cancel sale and get his money back Although having the vehicle sent at no additional cost right to his home would have been a reasonable solution , as an effort to provide excellent customer service we offered to refund Mr [redacted] in full as well as refund his bid pass and all feesI have called Mr [redacted] and explained that we had agreed to refund him on the first day he called and that this complaint is uncalled for We have issued a check that will be sent out FedEx today with the understanding that Mr [redacted] will no longer be doing business with us Sincerely, [redacted]

The process of setting up a billing agreement takes more than just clicking a button When doing this customer would have been informed what the billing agreement is used for If the customer did not expect any charges then why was the billing agreement put in place? We are a good company that takes these allegations very seriously I suggest customer call our office ###-###-#### to see if there is a way we can get her back on track or resolve this matter If this cannot be resolved with an agent I would be glad to discuss with customer directly Sincerely , [redacted] CEO

Sorry for the misunderstandingOur initial response was meant for a customer wishing for an account to remain idle .Your account has been cancelled and confirmation has been sent by email

We do not guaranty keys will come with the vehicles as they can be lost or stolen( This is made clear in our terms of use )As a courtesy we paid for a key even though we were not required to do so We also make it clear we do not know the timeline on title processing Although we do our best to process the title as quickly as possible there are factors such as ***, [redacted] ***, and vendor delays which we have no control overAs far as the $charge I only see it once If customer can provide proof it has been paid twice we will certainly refund himWe feel we have gone above and beyond with customer service both in processing and helping with the missing key

The customer ID given does not match the name [redacted] We require only one bid pass to bid on unlimited vehicles for on entire yearWe communicate with the auction as far as bidding goes so it is possible he could have been notified of being outbid right awayIsn't that better ? We have delivered the service that was purchased by customer and feel no refund is due He may want to contact his assigned agent to discuss his bidding strategy

We have contacted the customer and resolved this issue There was an error in the pickup date listed We covered extra storage fees and customer has picked up vehicle

[A default letter is provided here which indicates your rejection of the business's response Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of why I am rejecting this response appear below: [You must provide details of why you are not satisfied with this resolutionPlease type details here:] Regards, [redacted] Brown This is a lie there was a request to update profile when credit information was entered on profile ,site asked if information was correct entered yes that was it I was it,not asked if I wanted to change account or told about the $charge I found out by charge on my pay pal account, Monday was the first day I could and did contact these people via telephone they were told I wanted return of funds and cancellation of accounts I was told when pay pal requested they would return funds and they would r cancel accounts right then ,did not happen Tuesday r asked why account was not closed on Facebook they then closed account.this was a year account not asked for closed after my complaintscomplaints and never used when the dollars owed to me money returns this will meet my satisfaction

Won notification was sent to the email associated with customers account which is the same one they have listed on this complaint on 3-1-along with instructions on next steps Customer has agreed to terms of use which clearly explain how we workAs far as we can see we have not heard back from then until nowIf the customer contacts us we can determine what the costs associated with the vehicle we purchased on their behalf and try to negotiate something to get them in good standing ###-###-####

Mr***, Just to make clear the cost of our service is $You have listed $I am sure it is just a typo.The bid pass is not refundable There are costs associated with running our businessEven know we are not required to do so we have offered a half refund of $and even
allow you to give us a fair shot and continue using our service so we can try to gain your businessI suggest you speak to one of our agents to see what is keeping you from moving forward to win a vehicleWe win many vehicles each day and have been doing this over years .If you are just having second thoughts about winning a vehicle I suggest you accept our offer of half a refundWe understand it is your hard earned money , but we are working hard as well . Sincerely, *** ***

Check will be sent out today USPS priority mail Sorry for the delay We will also email you a tracking number

Mrs*** ,There was only one call on file from you We do not have any message on file I listened to the minute call where you were rude to our representative the entire time You were given all the information you requested in a respectful and professional manner At no time were you
yelled at or told that you " could never bid again "You bid on vehicles and simply lost Most of your bids were $on vehicles that sold for thousands As far as in person inspections we confirm those on a case by case basis as not all facilities allow itYour complaint and treatment of our rep is completely out of line and I am denying your request for refund I suggest that you get serious with your bids if you intend to win, consider the impact your statements have made about our company , and be nice.Sincerely,*** ***CEO

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12783424, and find that this resolution would be satisfactory to me. I
will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12603518, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
Because this business decided to cancel me because this service was not what I expected and we both must of misunderstood each other what else is there left to do but refund the customer or else that is punishment and just being a bully!
Regards,
*** ***

[A default letter is provided here which indicates your rejection of the business's offer.
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this offer appear below:
[You must provide details of why you are not satisfied with this resolutionPlease type details here:] I contacted the former Owner on the title and was provided documentation showing the title transferAs of 8/13/15, I still have not received the requested documentation from the company showing that they had legal title to the vehicle and the authority to reassign to meMy storage fees are a result of required paperwork not being processedAfter paying for the vehicle that I purchased from ERepairables they had no paperwork showing that they had legal title to the vehicle and as a result were unable to provide me the documentation needed to give authorization for shippingAs the current undocumented owner of the vehicle I had to go back to the company that ERepairables purchased the vehicle from *** to obtain their paperwork showing that the vehicle was legally transferred to *** *** *** on 7/28/I'm still unclear if this is the same company as ERepairables and if that is the reason for the delayIf the former owners *** were able to provide documentation showing the transfer of title why was ERepairables not able to provide me the the sameI researched the requirements and called almost daily requested documentation that I never receivedIt makes since that I need to show proof of ownership to transport a vehicle. It's unclear to me why I was never provided with proof that *** *** *** legally owned the vehicle I purchasedWith this proof there would have been no delay in moving the vehicle and I would not have incurred storage fees
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID
12614952, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:***I have not received a cancellation email as stated by this company.***
Regards,
*** ***

Won notification was sent to the email associated with customers account which is the same one they have listed on this complaint on 3-1-2017 along with instructions on next steps . Customer has agreed to terms of use which clearly explain how we work. As far as we can see we have not heard back...

from then until now. If the customer contacts us we can determine what the costs associated with the vehicle we purchased on their behalf and try to negotiate something to get them in good standing ###-###-####

A bill of sale was provided to Mrs. [redacted] upon purchase . Typically this is used to have the vehicle picked up from the auction facility ( Vehicle could have been picked up and other arrangements been made by Mrs [redacted] for storage until proper documents were created for her shipping company )....

  A notarized bill of sale was provided to Mrs. [redacted] but it is not a normal document provided and is something that has to be created , signed, notarized, and sent to person requesting. We are glad to do whatever we can to help but it is not our responsibility to cover fees because of Mrs.[redacted] had not  researched ahead of time to confirm which documents were needed to transport the vehicle From [redacted] to [redacted]. We went above and beyond our normal procedure which Mrs. [redacted] agreed to in our terms of use and feel Mrs. [redacted] is responsible for the fees incurred .

It is unfortunate that the auction made a mistake and this unit was placed on the wrong carrier. Within minutes of Mr. [redacted] calling we identified the problem and offered to have the vehicle shipped directly to his home at no additional cost . He called back shortly thereafter and said he...

would just like to cancel sale and get his money back . Although having the vehicle sent at no additional cost right to his home would have been a reasonable  solution , as an effort to provide excellent customer service we offered to refund Mr. [redacted] in full as well as refund his bid pass and all fees. I have called Mr. [redacted] and explained that we had agreed to refund him on the first day he called and that this complaint is uncalled for . We have issued a check that will be sent out FedEx today with the understanding that Mr. [redacted] will no longer be doing business with us . Sincerely, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  The CEO, who responded to the complaint, offered a number for me to call and resolve this issue.  I did as instructed, called the number and spoke with a woman who was far more helpful and courteous than my previous experience.  They have offered a partial refund which I find fair and acceptable.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Thank you for mediating this interaction to force a reasonable compromise.
Regards,
[redacted]

The process of setting up a billing agreement takes more than just clicking a button . When doing this customer would have been informed what the billing agreement is used for . If the customer did not expect any charges then why was the billing agreement put in place?  We are a good company...

that takes these allegations very seriously . I suggest customer call our office ###-###-#### to see if there is a way we can get her back on track or resolve this matter . If this cannot be resolved with an agent I would be glad to discuss with customer directly . Sincerely ,  [redacted] CEO