Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/19/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sat, 9/10/22 I called perrysburg true rest and made an appt for me and my daughter ******* for Sun. 9/11/22 @ 2pm. I told the person that I used have a membership and that I have a lot gift certificates and I thought it would nice to bring my daughter. They looked up my acct and said it was a flag on my cc from Aug 2021 for new cc. I told them that I had canceled my membership because I could not afford the monthly bill. They said no problem we can sort that out when you come tomorrow. I said ok. On Sun morning I was paying bills and one of my payments did not go through. I looked at my bank and saw that I had 2 transactions from True Rest Float. One for $70..04 and one for $69.71. I call immediately explaining that I was really upset because I gave no one my cc number or authorization to debit my acct for any amount. And I canceled my appt because I was paying with gift certificates and I was very angry that I had almost $140 taken out of my acct for no reason. They told me they would let the manager ******* know. Call two days later nothing, just saying that they would let him know but he was very busy opening up a true rest in ******. 3 days later still nothing. Called on 9/17/22 and perrysburg said call the ****** because he was there. I call ****** they say he’s not there he has been in perrysburg since Thursday. I call perrysburg back and told them they said they didn’t know maybe I should email him that way he could have a paper trail. They gave me his email. This is not a large company or a big town. He could have called me days ago to handle what is an urgency to me. A $140 is a lot to me that could have paid 2 of my bills that now did not get paid. I am beyond anger that I can not get any answers or resolution for this situation in a prompt and timely manner. That is not good customer service. After filing this complaint I plan on emailing the owner. However, him not contacting me for over 7 days tells me he is not interested in taking care of this

  

  Business Response

  Date: 10/14/2022

  On Sept 17th a saturday while out of town I recieved an email from **** ***** with a photo of the above message that was sent to the BBB. This was the very first contact I had personally had with **** indicating that there could be a potential billing issue. She decided to send a claim over to the BBB before I was made aware of any issue and before there was any type of contact between her and I. I immediately responded to Mrs. ***** acknowledging I recieved her email within 10 min of her sendingit to me and that when I got back in town I would look into this further as I did not have access to her account at the time. Once I was back in town I looked into her claim of an unauthorized payment being deducted and she was infact correct she was charged incorrectly for 2 charges. I located those incorrectly charged transactions and issued a refund back to her card. She states that there was a third transaction that I still owed her for in I did not see with out credit card merchant report. At this time I contacted our corporate head quarters and hed them look into this matter deeper than I was able, they also found there was not a third transaction charged and therefore would not need a reimbusment as there was nothing there to reimburse for. I continued to keep communication to Mrs. ***** thoughout this process even offering to let her keep the services that were associated with the reimbursed payment as an attempt to make up for the inconvience with this situation. Mrs ***** was taken care of and refunded for the charges that should not have been deducted as soon as I  had access to do so within 2 days from the initial contact. 

   

  Below is a copied and paste of our initial 

   

   

  Unauthorized Debit
  External
  Cancellation
  
  
  
  
  
  **** ***** <********************> Sep 17, 2022, 4:06 PM
  
  
  to me
  
  
  
  
  
  
  
  I am sending you a copy of my complaint made with the BBB. I have called and repeated this scenario over 3 times with numerous people. And no one seems to feel my urgency that I had an unauthorized debit from my account  with out my permission for $70.04 and $69.71 for a total of 140.75. I find it ridiculous that you have not contacted me as if I and my situation is not important enough to be addressed in a timely manner. This happened over 7 days ago and no customer service has been given to me about this. I am not rich and $140 is 2 bill payments. This has caused me anguished mentally and financially. And I don’t appreciate it at all! 
  **** *****
  ************
  
  
  BBB COMPLAINT
  
  
  Edit
  Description of Complaint:
  On Sat, 9/10/22 I called perrysburg true rest and made an appt for me and my daughter ******* for Sun. 9/11/22 @ 2pm. I told the person that I used have a membership and that I have a lot gift certificates and I thought it would nice to bring my daughter. They looked up my acct and said it was a flag on my cc from Aug 2021 for new cc. I told them that I had canceled my membership because I could not afford the monthly bill. They said no problem we can sort that out when you come tomorrow. I said ok. On Sun morning I was paying bills and one of my payments did not go through. I looked at my bank and saw that I had 2 transactions from True Rest Float. One for $70..04 and one for $69.71. I call immediately explaining that I was really upset because I gave no one my cc number or authorization to debit my acct for any amount. And I canceled my appt because I was paying with gift certificates and I was very angry that I had almost $140 taken out of my acct for no reason. They told me they would let the manager ******* know. Call two days later nothing, just saying that they would let him know but he was very busy opening up a true rest in Dayton. 3 days later still nothing. Called on 9/17/22 and perrysburg said call the Dayton because he was there. I call Dayton they say he’s not there he has been in perrysburg since Thursday. I call perrysburg back and told them they said they didn’t know maybe I should email him that way he could have a paper trail. They gave me his email. This is not a large company or a big town. He could have called me days ago to handle what is an urgency to me. A $140 is a lot to me that could have paid 2 of my bills that now did not get paid. I am beyond anger that I can not get any answers or resolution for this situation in a prompt and timely manner. That is not good customer service. After filing this complaint I plan on emailing the owner. However, him not contacting me for over 7 days tells me he is not interested in taking care of this
  Desired Settlement:
  Refund
  (Love*Laugh & Pray Often/sent from ****'s iPhone13 ProMax)
  
  
  
  
  
  True REST Perrysburg <***********************> Sep 17, 2022, 4:37 PM
  
  
  to ****
  
  
  ****,
  
  I'm am very sorry to hear this. My name is ******* and I am the owner of True REST. Iv been out of town at another location and currently with my family for my son's college weekend. Iv been checking all my emails regularly and responding accordingly as email is the form of communication we use to ensure nothing is missed and so I can make sure our clients are able to recieve a promptly response. I'm terribly sorry if I have missed a prior email feel free to resend and I'm more than happy to take a look at it. 
      What has happened that you feel a charge was incorrectly made and I can look to see what's it is exactly that is going on.