Complaint Category: Failure to honor promised refunds, exchanges, or credit
Complaint: 03/02/13 spoke with cust support ***** who called motel and promised a refund to me for unacceptable room stay-unsafe, dirty and damaged the state patrol closed the road going home. I had sat 2 hrs in traffic and drove 90 mi west of Denver where the state patrol turned cars back. I stopped at every motel to find they had no vacancies from Grant to Conifer. I got on the internet and booked a room, they took my money and gave me directions to the motel. When I got to the motel the room I was promised was not the room I received, it was unsafe-the bathroom window would not close, there was dirt on the carpet, the wall had a hole in it and there was a hole in the bath tub and at the shower fixture. The room I actually got looked nothing like the pictures or the advertising on the internet. The motel said I had to call **********. I called 03/02/13 @ 6:19pm spoke with customer support ***** who called the motel, they did not have record of my stay and she promised a refund and told me it would be issued no later than Tuesday. I called and spoke with supervisor ****** @ 10:49am who stated he would have to call the motel before giving me a refund and it would be another 72 hrs, he called the motel twice and there was no answer. He refused to honor the promised refund, the case # is **********
Business' Initial Response We sincerely apologize for the inconvenience. Unfortunately due to circumstances beyond our control The Valli Hi Motel was limited on rooms on the evening in question. Customer satisfaction is our main priority and therefore would we would like to refund Ms. *******s money. Once again we apologize for the inconvenience.
Consumer's Final Response (The consumer indicated he/she ACCEPTED the response from the business.) due to the condition of the room a refund should have been honored when first promised. I don't feel expedia nor Valli Hi did their due diligence in trying to amicably resolve this prior to filing this complaint
Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.
The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Denver. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.
BBB records show the issues raised in the complaint have been resolved. Either customer confirmed the complaint has been resolved, or business confirmed the complaint has been resolved and customer did not respond to BBB correspondence informing customer that complaint will be considered resolved unless BBB hears otherwise from customer.
BBB found business made good faith effort to resolve complaint but customer not satisfied with business response
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Customer not satisfied with business response; BBB did not find business made good faith effort to resolve complaint
BBB did not find that business adequately addressed the disputed issues and made a good faith effort to resolve them, and customer has informed BBB that he/she is not satisfied with the outcome. In some cases, customer may have agreed to mediate or arbitrate the complaint but business declined to participate in mediation/arbitration.
BBB did not receive a response from business
BBB did not receive a response from business after two attempts to contact business, and BBB communications with customer do not show that business contacted customer to resolve the complaint.
BBB cannot process complaint
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