Complaints

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• Initial Complaint

  Date:03/26/2024

  Type:Product 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.

  Reservation was made for Inn Cahoots on 12/17/23, on 12/17 reservation cancelled, cancelation policy allowed cancelations until 1/3/24.Seller charged my account 2x charges of ******** on 12/18. Seller refunded one of those ******** charges. Seller has not refunded the rest of the charge and is not honoring their cancelation policy.

  Business Response

  Date: 03/26/2024

  This guest booked a nonrefundable booking in December. Despite being nonrefundable, we decided to refund in January, and refunded him 100%. He had made 2 payments, one of which was a full refund (screenshot attached), and the other was a dispute he initiated by his bank that we accepted (thereby giving him a full refund). We have attached all of the refund screenshots and receipts to this email.

  Despite giving a full refund in January, ******* continues to say that he did not receive the refund. We sent screenshots not only of the refund, but also of all of our credit card transactions in December/January to him to show that we did not charge again after the refunds.
  
  We have offered to have our accountant call his bank to figure out where his money is, but at this point - it is not with us. We refunded it 100% in January. He declined to let us talk with him and his bank to see what is going on - perhaps he changed credit cards, or his bank hasn't credited the money back for some reason? 
  
  We can't do anything more than to show we refunded the amounts 100% in January, but despite our proof, he has threatened us to review all over the internet (and subsequently has executed his threat). At this point, we are involving a lawyer. 

  Customer Answer

  Date: 03/26/2024

  Complaint: 21485376
  
  I am rejecting this response because: 
  

  1) I am including two documents, one showing the cancelation policy.  Inn Cahoots is claiming that there was no cancelation policy the document that I am attaching shows that there was a cancelation policy that allowed for a full refund if the  reservation was cancelled prior to 1/3/24 (bottom of 2nd page) .  The reservation was cancelled on 12/17/23.

  2) Second, I am sending a bank statement showing all of the charges on my account from 12/18 to today for amounts betweend $***** and $1,034.  They are as follows going from oldest to most recent.  1) Initial 2 charges made by Inn Cahoots for ***** each 2) 1 refund of 1 charge by Inn Cahoots. 3) 1 refund of 1 charge by ***** 4) Reversal of Chase refund as Inn Cahoots disputed it 5) A second refund issued by chase 6) A second return of the chase refund as seller disputed it again.  In total there are 4 debits to my account for ***** and three refunds of ***** leaving my account still short ***** from what was charged by Inn Cahoots. In total Inn Cahoots charged my account ***** twice and only refunded that charge once.  They are also sending bank statements showing a chase refund and not showing that the refund was disputed by them and returned to their account.

  
  Thank you for your time and consideration,
  
  ***********************

  Business Response

  Date: 04/05/2024

  Dear ***************************,
  
  In response to the Complaint's rebuttal, we assert the following: 
  
  1) Inn Cahoots refunded one of the $1,033.53 payments and accepted Complainant's dispute of the other $1,033.53 without challenge, and has already provided thorough documentation of these refunds that were deducted from our account by our payment processor, Stripe. Please see the Stripe payout itemizations attached (confidential info redacted) as further proof that both these payments were debited from our account. Also attached is the search result from our Stripe account indicating no further transactions in the amount of $1,033.53 occurred after the refund and chargeback were processed. Inn Cahoots honored the cancellation with the return of these funds and is not withholding funds on the grounds of any policy, therefore we don't understand how this remains a factor in complainant's ultimate issue that $1,033.53 is missing from his bank account which we do not dispute. 
  
  2) What we do strongly contest is that the $1,033.53 deficit is the result of any dispute (or challenge to Complainant's dispute) initiated by Inn Cahoots. You can plainly see from the All Chase charges attachment provided by Complainant that the reversals alleged by Complainant to be initiated by us were in fact processed by ******************* Chase. This was confirmed in a 1.5 hour 3-party call with ***** and the Complainant, wherein the Chase supervisor admitted to Chase confusing our refund of the same amount with the separate transaction that Complainant disputed. Over a month after we issued a full refund, the ****************** *****, took money out of Complainants account. This was neither initiated by Inn Cahoots, nor did the money go to Inn Cahoots. In fact, we werent even notified. On the call with ***** and Complainant, ***** noted that they still had the money in their possession. Since the call, we have yet to receive the money, which our bank confirms in the attached written statement. If we receive it, we would send it to the Complainant; in the meantime, the problem is with the ****************** Further, Complainant himself acknowledges that Inn Cahoots does not have his money, reiterating in his email (attached) ******* assertion that they had the funds and any return of said funds is forthcoming.
  
  Inn Cahoots has made all reasonable efforts to cooperate with Complainant and resolve this matter. Complainant's original complaint that "Seller has not refunded the rest of the charge and is not honoring their cancelation policy," stating "Refund None Provided", is simply false. Complainant continues to reject all conclusive evidence as well as admission by his own bank that Inn Cahoots did not dispute any return of funds, is not holding any funds, and has not yet received any payment resulting from ******* claim reversals. We are at this point at a loss for how to satisfy Complainant with any equitable resolution, and appreciate BBB's intervention in this matter.
  
  Thank you.

  Customer Answer

  Date: 04/07/2024

  Complaint: 21485376
  
  Dear ***************************,

  Here is a response to the two claims made by Inn Cahoots. 
  
  1) Inn Cahoots has only issued a single refund of *******. Two charges of ******* were made on 12/17 only one was refunded. If you look at the Stripe Payout Itemization provided by Inn Cahoots you will see a single refund charge of $1,033.53 from their account.  The second charge was not and has not been refunded.
  Further Inn Cahoots did not nor did they ever have an intention of fulfilling their return policy.  I am including a conversation I had with Inn Cahoots from mid January, a month after the reservation was cancelled when no refund had been issued.  Inn Cahoots said they would refund the charges IF the days in question were booked by someone else in violation of their refund policy.
  
  2) There are a few errors in their explanation and some bad faith action on behalf of Inn Cahoots.
  When a dispute is opened on a Chase account Chase issues a credit on the account of the bank holder and then passes the investigation to ***** ***** has no power to initiate a bank transaction because an account holder asked them to.  The Credit is issued on behalf of ***** and does not represent a hold placed on anyones account. Further, ***** does not perform the investigation this is handled between **** and in this case Stripe. As such, the Chase manager on the call does not know what happened to funds that were disputed and also had zero first hand knowledge of the dispute.
  A note on this call with my bank.  A person by the name of ****** was represented to me as the accountant for Inn Cahoots. I was then called by this person pretending to be an accountant in the middle of a work day and told that it was imperative to get on a call with my bank.  As mentioned in Inn Cahoots statement, this call went on for 1.5 hours.  My personal bank details were discussed on this phone call, something I only did because they represented ****** as an accountant.  By ******* questions I could tell that she was in fact not an accountant, I have confronted Inn Cahoots about this twice and they have not responded.  What transpired was a bizarre conversation where their fake accountant told the Chase teller that the dispute was their fault in the search for some Gotcha! statement when the teller doesnt know what transpired, and as the investigation is not done by ***** has no knowledge what went on in the investigation or the location of funds connecting to a **** investigation.  It was a 1.5 hour waste of my time during working hours that would have been avoided if their accountant knew how a bank disputed charges.
  
  3) Lastly, Inn Cahoots had a responsibility to refund the full amount of the transaction as is stated in their refund policyan express contract agreed upon by me and Inn Cahoots by virtue of the stipulations in the Vrbo Listing.  After canceling the reservation they were given a month to refund the charges which they did not do.  When they were told of this breach of contract they said they would refund the amount IF the property was booked on the days in question. Because we entered into a contract with a refund policy it is the responsibility of Inn Cahoots to refund the transaction, it is not my responsibility to reconcile their bank account, challenge charges on my account, and monitor if **** or Stripe is currently holding whos funds.  Once the reservation was cancelled on ***** two and a half weeks before the cancelation window closed it became Inn Cahootss responsibility to return those funds to me, not my responsibility to reconcile the Inn Cahoots bank account, and this is something they still have not done.
  

  
  Regards,
  
  ***********************