Complaint Charged twice for a meal on 18 October 2014. Attempts to rectify the issue with the manager failed. I had lunch at Pickles Pub on 18 October where I paid for my lunch with my debit card. The bill (with tip) was $37.40. This posted on 20 October 2014, no issues. Then on 22 October, I see where I have a pending transaction for $32.40. I tried calling twice to reach somebody at Pickles Pub during their business hours wihtout sucees. I then sent an email explaining this issue and get a response that it has something to do with my bank and to have them resolve the issue (even though in my email I clearly state its not the bank's fault for this issue). So, I then call the bank again and to see if I missed something and told them of the response that I received from Pickles Pub and was told yet again that the bank didnt just create this second transaction against me.
Desired Settlement I would like for at least my $32.40 to be refunded as its clearly a mistake on behalf of the business.
Since this issue has wasted over an hour of my vacation time before depolying overseas It'll be great to get my original (correct) charge removed as well.
Business Response I read the complaint and I am currently looking for record of Mr. ***** charge complaint in our files.
At Pickles Pub our pos system (and merchant processors) require a pre-authorization amount. In our system we have it set up for .01$; however, authorizing banks have the ability to pre-auth for any amount they choose, in which we have no control. 99% of these calls, like Mr. Cooks the 'second' charge is a pending charge put on the card by the bank, and falls off the account anywhere from 72 hours to 5 business days (depending on the bank). If Mr. ***** is the rare example of a double charge we will rectify it.
Case in point, I have used my debit card at Pickles- did a one time charge for $10 and immediately closed it out. My bank charged a pre-auth for an additional $12 that stayed pending in my account for 5 days. On the following day of doing the transaction I called my bank and said I am showing two charges from Pickles. They told me to call Pickles and see why they double charged me. I told them I called Pickles and they said it was the bank. My bank assured me they didn't do the pre-auth charge.
Points to understand- I called our merchant processor and pos provider to make sure I was doing everything correctly prior to my little 'experiment'. I had my pos provider show me that our pre-auth amount is only one penny. I talked with hotel managers, and bar owners after my experiment and every one of them told me they go through the same hassle all the time.
I can assure you that the customer service reps at banks do not have the knowledge or understanding that I have put into pre-auth charges. When I find a way to make them no longer exist in our system , I will do so regardless of any potential risk it may create.
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 Greater Maryland. 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
BBB found that business adequately addressed the disputed issues and made a good faith effort to resolve them; however, customer has informed BBB that he/she is not satisfied with the outcome. In some cases, business may have agreed to mediate or arbitrate the complaint but customer declined to participate in mediation/arbitration.
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
This includes situations where BBB cannot locate business, business is no longer in business, or business is in bankruptcy and complaints must be submitted through bankruptcy trustee.
Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
BBB began including complaint response text in BBB Business Reviews on December 1, 2012. BBB reports the complaint response text for all reportable complaints against a business that are received electronically.
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
Some Better Business Bureaus offer additional content and services in BBB Business Reviews. The additional content and services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release. Not all enhanced content and services are available at all Better Business Bureaus.
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
Customer Review Experience
5 points per review
3 points per review
1 point per review
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business. Details
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.