Complaints

• Initial Complaint

  15/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On October 4th I called Montana's in Prince George to place an order. They gave me a promo code for a discount so I went to the website instead. I tried ordering twice. Both times it said it didn't work and to call in. I called in and placed my order for a third time. On the way to the restaurant I looked at my bank account and saw I had been charged the first two times. When I arrived at the restaurant one of the staff members told me that this had been happening a lot lately. When I was brought to the supervisor he informed me I would have to pay a third time to receive the food and I would get the money back in 3-5 business days if I used a credit card. When I emailed their corporate I was told it could be thirty business days because I used my debit and to contact my bank to get my money back. I refused the food. I believe they are not doing their due diligence with their website if this had been a reoccurring problem. I want my money back and for them to fix the problem so this doesnt happen to other people. I have just over 160$ tied up in this which I can hardly afford.

  Business response

  08/11/2024

  To Whom It May Concern,

  
  We are writing in response to the recent complaint filed by a customer regarding an order placed with our establishment. We would like to clarify the events and provide an accurate account of the situation.
  The customer initially contacted us to place an order over the phone, citing issues with their payment card on our app. Given the circumstances, we proceeded with the order over the phone and confirmed that it would be ready for pick-up in approximately 25 minutes.

  
  When the customer arrived to retrieve their order, our manager approached with the food and a credit card machine to process payment. The customer immediately became verbally aggressive, questioning whether they were being charged for their food. Our manager was initially confused as no payment had been processed through the app or the phone order. As the customer had previously mentioned their card was not working on the app, no payment had been successfully made at that point. The customer stated in his complaint that a staff member had stated that this has been happening a lot which is not true. The customer had only spoken to the manager at the restaurant who never made this statement as our online system has not had any issues with payments failing prior to this customers experience.

  
  The manager informed the customer that payment was required, as no transaction had been completed. The customer became increasingly upset and insisted that they had already been charged twice. They proceeded to show the manager two pre-authorization holds from their bank, claiming these were actual charges. Our manager explained that pre-authorizations are temporary holds placed by banks (similar to those seen at gas stations) and assured the customer that these holds would be reversed in a few days.

  
  Despite this explanation, the customer continued to raise their voice, refusing to pay and ultimately leaving the restaurant in an agitated state without the food.
  Following the incident, the customer posted a review on ******, falsely stating that we attempted to charge them three times. To clarify, no payment was successfully processed, and the funds were never received by our restaurant. Our corporate team later contacted the customer to reiterate that the charges they saw on their account were pre-authorizations, not actual charges. We also informed the customer of the exact date these pre-authorizations would be reversed. Unfortunately, the customer remains dissatisfied and is now seeking compensation, despite the fact that no payment was ever made for the order.

  
  We take pride in providing excellent customer service and regret that this situation escalated. However, we believe the complaint misrepresents the facts, and we hope this explanation provides clarity regarding the events in question.

  
  Thank you for your attention to this matter.

  
  

  Customer response

  08/11/2024

   
  Complaint: 22411881
  
  I am rejecting this response because: I spoke to the front of house staff before being brought back to the manager. They were the ones who stated this had happened. I was not verbally aggressive nor made any aggressive but was upset with the attitude of the manager, the money removed from my account and the almost two weeks it took to get my money back. Whether you received the money or not. Your website ultimately caused this and then I was asked to pay for the food in the restaurant and wait 3-5 business days to get the pre authorized debits back if I used my credit card. When I emailed your corporate I was told it could take up to 30 business days to get my money back because I used my debit. You did not provide an help or provide good service for a business that allegedly prides themselves on those things. Ive talked to other former customers and have heard things along those lines as well about that location.
  
  Sincerely,
  
  ******* *******

*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. ↩