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Viejas Enterprises

Phone: (800) 847-6537 View Additional Phone Numbers 5000 Willows Rd, Alpine, CA 91901 http://www.viejas.com

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Description

This company offers coin slot machines, poker, blackjack, pai gow, bingo, satellite wagering, dinning, cocktails, entertainment, lodging and outlet stores.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Viejas Enterprises meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Viejas Enterprises include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 3 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

3 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 2
Total Closed Complaints 3

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Viejas Enterprises
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: December 30, 1997 Business started: 01/01/1991 in CA
Type of Entity

Sole Proprietorship

Business Management
Mr. Robert Scheid, VP Community & Public Relations
Contact Information
Customer Contact: Mr. Robert Scheid, VP Community & Public Relations
Number of Employees

1,600

Business Category

Casinos Outlets - Stores, Factory, Mills

Alternate Business Names
Ma-Tar-Awa RV Park Viejas Casino & Resort Viejas Outlet Center

Additional Locations

  • 5000 Willows Rd

    Alpine, CA 91901 (800) 847-6537 (619) 445-5400

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

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Additional Phone Numbers

  • (619) 445-5400(Phone)
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Complaint Detail(s)

11/6/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In September of 2012 I was banned for three days due to accepting Players' Card Program points from a friend. This is referred to as "Players' Club Panhandling". The level of reprimand stems from other reprimand unrelated to this offense. I'm requesting the complete dismissal of all prior offenses from my record on file with Viejas Casino and Viejas Enterprises from future consideration in future matters. I feel that the "offenses" in previous matters were extremely minor in serverity and should NOT be held against me for ANY length of time. Contrary to the pre-written rules, my actions did NOT result in any substantial damage or loss to the Casino's property or assets, and their reprimands were not proportionate to the offenses in question. I acknowledge that I was subject to tribal law in these matters, but wish to file this dispute anyway in an attempt to clear my record given the petty nature of these matters.

Desired Settlement: I am seeking the complete erasure of all previous offenses listed on the player profile bearing the name "***** *****" in the records possessed by Viejas Enterprises and Viejas Casino.

Business Response:

Dear Mr. *****,

 

This e-mail is intended to respond to your letter dated 10/12/2012 to ***** ****** of Viejas Enterprises (“Viejas”).  In your letter, you communicate that a complaint (ID # *******) was submitted by a Viejas guest to the Better Business Bureau (“BBB”).

 

After speaking with the head of Viejas Tribal Security Department (“Viejas Security”) and also reviewing all of the evidence gathered, it was learned that this guest has a history of inappropriate conduct at Viejas Casino.  This history includes the following:

 

·         A warning from Viejas Security on July 1, 2012 for activities in violation of Viejas Tribal Gaming Commission Regulations;

·         An exclusion from Viejas Casino on July 12, 2012 for activities in violation of Viejas Tribal Gaming Commission Regulations; and

·         A warning from Viejas Security on September 16, 2012 for activities in violation of Viejas Tribal Gaming Commission Regulations.

 

In his BBB complaint, this guest claims that on September 24, 2012, he was “banned for three days due to accepting Players’ Card Program points from a friend”.  Viejas does not dispute these facts which gave rise to a violation of the Viejas Gaming Regulations and which  may immediately result in the guest being excluded from Viejas Casino.  The guest in this case has been warned numerous times for similar conduct as evidenced by his history noted above.  He was also  excluded for similar conduct on July 12, 2012.  The guest requests that his previous violations related to his conduct at Viejas Casino be erased.  Viejas Casino will not grant the guest’s request as Viejas’ Gaming Commission policies and procedures mandate that records of incidents such as these be memorialized and retained for internal and external reasons. 

 

Please provide us with  your proposed disposition of this guest’s BBB complaint.  If you have any questions or I can be of any assistance, please feel free to contact me.

 

Viejas appreciates your attention to this matter.

 

Thanks, ****

 

********* ** *******

Viejas Casino

5000 Willows Rd.

Alpine, CA  91901

V: 619-659-2575

M: 619-565-0297

Fax: 619-659-1746

Email: ********@viejas.com

Consumer Response:

Better Business Bureau:

I have reviewed the response 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 the offer I reviewed appear below.

[This does not resolve the complaint. The Business, hereafter referred to as Viejas Enterprises, exaggerates its claim that said guest was warned "numerous times" about conduct. Referencing the reason Viejas Enterprises banned said guest for three days, only the previous warning, which occurred on September 16th, applies as it was regarding the "Players' Club Panhandling" offense listed in the Casino's published Terms and Conditions document. The September 16th warning therefore constitutes ONE instance of being warned for that particular "violation" and not "numerous" instances as exaggerated by Viejas Enterprises. The first two occasions listed in the response Viejas provided the BBB representative, dated July 1st and July 12th, were regarding belongings said guest had temporarily placed at various parts of the Casino (and had done so for years prior to being disciplined in July 2012, without consequence), and were removed without prior notification provided to Guest. It is the hope of the Guest that the records of these very minor disputes be erased as the reasons, both internal and external, that Viejas Enterprises failed to cite in their BBB response lack legitimacy and can therefore be perceived as groundless and baseless. It is the position of this Guest that if these extremely minor and negligible "violations" on said Guest's profile cannot be dismissed from the Guest's otherwise favorable record of conduct within the Casino, the Guest may pursue further action which may involve taking this matter to the Gaming Commission or a Court of law, whichever happens to be the more favorable course of action.]

Regards,

* *****

Business Response:

Ms. *****,

This email is intended to respond to your letter dated 10/24/12 which was delivered to ***** ****** of Viejas Enterprises (“Viejas”).   We have reviewed the guest’s response to Viejas response of October 22, 2012 which accompanied your letter.  The guest’s response once again does not deny that on September 24, 2012 he violated Viejas Gaming Commission Regulations (“Regulations”) by “accepting Players Card Program points from a friend”.  Viejas therefore acted reasonably and in conformance of the Regulations by imposing a three (3) day exclusion on this guest.

The guest claims that his previous violations of the Regulations are “minor and negligible”.  Viejas must respectfully disagree with the guest’s opinion regarding his violation of these offenses.  Viejas treats all violations of the Regulations as serious.  The Regulations were enacted to ensure and maintain “fair and honest” operation of Viejas Casino.  Discounting the importance in maintaining compliance with these Regulations would compromise the Casino’s integrity with its guests, the general public and could result in Viejas failing to maintain compliance with its obligations as set forth in its Tribal-State Compact with the State of California. 

If you have any questions or if I can be of any assistance, please feel free to contact me at ************.

Sincerely, 

********* ** *******
Viejas Casino
5000 Willows Rd.
Alpine, CA  91901
V: ************
M: ************
Fax: ************
Email: *******************

Consumer Response:

Better Business Bureau:

I have reviewed the response 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 the offer I reviewed appear below.

[In response to Mr. ********* *******'s respectful explanation of why they cannot approve the Guest's request to expunge records of previous offenses, the Guest emphasizes that there are numerous occurrences of players sharing points with each other without INCIDENT, let alone banning penalties and consequences. Viejas Casino is the first and, to date, only casino (including several Las Vegas casinos this particular Guest has visited) to penalize activity condoned at every other casino with a Ban, and it is believed that Viejas Enterprises has lost untold amounts of dollars in business due to this Draconian approach to this matter. Many other players, who have been regular longtime players at Viejas, no longer play there because of overzealous and damaging vigilance in enforcing Viejas Gaming Commission Regulations. Being that this is a business that loses more in revenue to, say, food disposal than matters involving "Players' Card Panhandling" one would assume--as had friends of the Guest who formerly played there--that Viejas Enterprises would not even acknowledge the relatively negligible financial impact such activities would have on the Enterprises's overall financial situation, which is still favorable according to Viejas Enterprises documents on file with the Franchise Tax Board. That said, the Guest agreed to cease accepting points for his Players’ Card following the aforementioned September 24th incident.

Additionally, the Guest maintains the penalties imposed by Viejas Enterprises are not proportional to the nature of the violations. If a Court of Law can recognize the need to “fit the punishment to the crime”, so to speak and as all the other Gaming Enterprises do, surely Viejas Enterprises cannot do accordingly? The Guest recognizes Viejas’s approach in treating all violations as “serious”, yet there is a need for balance and fairness in that process. Viejas Enterprises’s Tribal-State Compact with the State of California does not explicitly obligate the Casino to maintain records of minor violations on each Player for an extended period of time. Attempting to associate such “violations” (in terms of seriousness) like accepting points from friends or leaving belongings on certain sections of the Casino’s property (for duration of the Guest's visit) to more serious violations such as the sale of controlled substances, physical altercations or  solicitation (prostitution)—all past matters which were dealt with by Viejas security—are gross exaggerations of the highest order and must be viewed as such. Additionally, nearly any action the Guest does while on property managed by Viejas Enterprises personnel and security, regardless of its nature, can be interpreted as a “violation” punishable with a 30-day exclusion. To call that unfair would be an understatement.

To reiterate, Viejas Enterprises’s Tribal-State Compact with the State of California does not explicitly obligate the Casino to maintain records of minor violations on each Player for an extended period of time. Therefore, the Guest maintains his reasonable request for the vacation (removal) of all prior violations from his record, as that would be the only acceptable offer to resolve this complaint.] 

Regards,

***** *****

BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

10/12/2012 Problems with Product/Service | Complaint Details Unavailable
12/12/2011 Advertising/Sales Issues