Watauga Lakeshore Resort and Marina

Sorry for the misunderstanding. Our 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 .

There are multiple steps that are made absolutely clear what customer is doing and paying for. The claim that it automatically took payment is false.

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], [redacted], and vendor delays which we have no control over. As far as the $447 charge I only see it once . If customer can provide proof it has been paid twice we will certainly refund him. We feel we have gone above and beyond with customer service both in processing and helping with the missing key .

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 .

Contacted customer by phone and sent email to the address associated with his account 1-23-18.

The customer ID given does not match the name [redacted] . We require only one bid pass to bid on unlimited vehicles for on entire year. We communicate with the auction as far as bidding goes so it is possible he could have been notified of being outbid right away. Isn'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 do not always have or claim to have the reserve price on a vehicle and it is made clear we are a proxy bidding system per the terms of use the customer agreed to . Our proxy system is no different in most respects as it bids the vehicles in $100 increments to win the vehicle for the lowest...

possible cost only going up to the bid limit set . In this respect it is better than a regular auction as customers can crunch their numbers to set bid limit without getting wrapped up in the moment  of  an auction and overpay for a vehicle. Our customer should contact one of our agents to discuss his bidding strategy as it appears many of his bids were very low . We have already provided  and will continue to service the customer so we will not offer any kind of refund . We also take accusations like this very seriously. We work hard to try to do the best we can to win vehicles for our customers and have been doing so for many years. I feel this customer is completely out of line .  Sincerely ,  [redacted] CEO

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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:
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[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 $199 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 1 year account not asked for closed after my 2 complaints. complaints and never used when the  199 dollars owed to me money returns this will meet my satisfaction .