Complaints

• Initial Complaint

  08/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 8/9/24 at 5:30pm I completed an online form for a golf cart rental with this business, looking for a quick getaway with my family before my husband leaves on deployment. The site promised hourly rental available for $15/hour, and promised the business was open till 10pm. After completing the form which required a cc to "hold" the reservation, the confirmation page stated cancellations were accepted in writing. Upon arrival at 6:30pm, I stated I had made the reservation hold online, and that I wanted the hourly golf cart for the rest of the evening. I was told that my credit card had been charged for a full day rental of $87 (on that day), there were no refunds, and that they closed at 8pm. My cost should've been $15/hr for 1.5 hours (and even at that, I wasn't happy that the allotted time was shorter than promised). After asking repeatedly for the price adjustment, for a refund, and for a manager to speak to me regarding making this right, I was continued to be told by a smiling manager that she will not give me a refund. I left without using a golf cart at all, as the manager laughed with other guests that had been waiting in line behind me. I emailed the business later and requested to speak to the owner, who told me it was my fault for making the reservation online, and that I wasn't getting a refund. My email confirmation, which I did not receive until after the encounter with the business, did not include any mention of charges, or how much. But it included every piece of my contact information, cc number, etc. To summarize, I was charged unwillingly for services I did not receive. I did not receive a refund when requested repeatedly. My sensitive information was sent out via unsecure email.

  Business response

  09/16/2024

  [BBB Transcription via Phone]

  They made the reservation for the day. We don't accept any hourly reservations online. You have 24 hours to cancel. 

  Customer response

  09/16/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  #1 the business had 10 days to respond to BBB, and it has been 4 weeks. 

  #2 the response says "You have 24 hours to cancel". I canceled within 2 hours, therefore they should easily honor the refund.
  
  Sincerely,
  
  ******* *****

  Business response

  09/27/2024

  Our reservation system and website clearly state that reservations are for a minimum of a one day rental and hourly rentals are on a first come first serve basis that are not eligible for a reservation. Before the customer completed their reservation, they have to click to accept our terms and agreements. Attached, I have included a snapshot of what it looks like to make a reservation through our website.

  Customer response

  09/30/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  This response is stating they are determined to prove they are proud to keep money taken for services not rendered. Awful, terrible business practice and I want to warn all other potential customers of this. I am attaching screenshots as well, of the clear statements of price for hourly rental, easy cancellation policy, as well as hours listed for the day that I paid for, of which they closed 2 hours prior to that. None of these were honored - they are choosing which statements of the website they want to highlight as it benefits the business financially, and ignoring the statements on the website that protect the customer financially. They owe my family reimbursement in full. 

  I do not want to hear back from this business anymore. It has caused too much stress and negativity on my family. 
  
  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. ↩