Complaints

• Initial Complaint

  06/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Upon check in at the Mountain View Lodge and Cabins on Sunday, June 11th we were told by the owner, ****, that the door to Cabin #15 was not working properly and the lever handle would only open if pulling up and not down and that it sticks. By the next day the portion of the door that sticks to the frame cracked and the latch mechanism fell apart. When we informed the owners the morning of Tuesday, June 13th that the door needed attention my family was accused of damaging the door and demanded we pay $200 for a replacement. My husband and I explained we should not be charged as the owners knew full well that the door was deteriorating prior to our arrival and it happened to break completely during our stay due to where it had been hitting the frame over a long period of time and no fault of ours as the handle did not work properly to begin with. We came to a verbal agreement that we would contribute $100, simply to move on, which the owners accepted. I received and emailed receipt on Tuesday, June 13th stating that $200 was billed to our card and during checkout the the morning of the 14th the female owner, *******, said she had issued a $100 refund to correct the billed amount per our agreement. Once we arrived at our next destination of our trip I emailed to request an updated receipt reflecting the refunded amount to have for our records and her response was that we were billed $200 and no $100 refund will be provided. On top of this blatant dishonesty I question their morals and integrity as the male owner barged into the cabin to look at the door while I was changing and walked in on me with no pants on. It was a complete violation of my privacy and completely inappropriate as he knew the cabin was occupied. He did not knock or announce his presence whatsoever and there was no apology or acknowledgment of his behavior. Due to this embarrassment and poor treatment of my family I believe we are entitled to a refund of at least $100 based on our verbal agreement.

  Business response

  07/01/2023

  At the close of our 2022 season we installed to brand new door to Cabin #15.  We shut down all our cabins for the winter and don't open them until May 1st so they are not being used for about 7 months out of the year.  It was a fire door, made of solid wood and has only been used by a few guests this 2023 season.  Cabin #15 was occupied by other guest for 7 days prior to the ***** arrival on June 11, 2023 with NO mention of any problems whatsoever.

  On June 11, 2023 there was a quick turnover for this cabin.  We had just finished cleaning the cabin and we closed the door.  At that time we noticed that the door handle had a little stiffness to it.  Not being aware of any prior complaints about the door handle, it was mentioned to the **** party upon their check-in on June 11th at 3:24pm.  We told them that we had just noticed a slight stiffness to the door handle and that if it was pulled up rather than pushing down on it, it would open easily.  We asked them to please let us know right away if they had any problems with it.

  It wasn't until the morning of June 13th that Mr. **** came into lobby for breakfast and mentioned the door handle to us.  Mr **** said, "the door handle is still sticking and the door doesn't look pretty anymore!"  We then asked him what he meant by saying "the door doesn't look pretty anymore?" He then continued to say "I didn't kick the door or anything and I'm not a bad guy but it just doesn't look pretty anymore!"  We told Mr. **** we would be right up to check it out.  He then left the lobby.  At this time we were concerned so **** went up right away to Cabin #15 to see if we could resolve the problem.  When **** got to the cabin Mr. **** was outside ****ing sausage and getting his fishing poles ready for the day.  Mr. **** walked **** to the cabin door and show him the damage. **** immediately noticed there was extensive damage to the door itself and not just the door handle.  **** then asked Mr. **** what happened, it looks like the door was kicked in!  **** also asked Mr. **** why didn't you come and get me right away if you were having problems, I would've replaced the door handle.  **** then told Mr. **** he was going to be right back.  **** came back to the office where I (*******) was talking to our maintenance / handyman **** about the door.  **** is the one who does all our repairs and also the one who installed the new door to cabin #15 last year at the end of the season.  The 3 of us (****, ******* and ****) then went back up to the cabin together to look at the damaged door.  When we arrived back at the cabin Mr. **** was still outside.  **** told Mr. **** he brought his wife and handyman **** up to take a look at it.  **** then asked Mr. **** if it was OK to look at it again and Mr. **** gave us all prermission.  **** started to crack the door open when he heard something and saw a shadow dart into the other room.  **** assumed he must of startled someone by accident and quickly apologized and shut the door.  All 3 of us were alI standing out on the deck together at this time.  **** took a closer look at the damaged door and agreed that it needed to be replaced and that something had to have hit the door REALLY HARD to have caused that kind of damage.  As we started to walk back to our truck Mr. **** said he had a $100 dollars in his pocket and that he would give it to us.  **** then told him it was going to more then $100 dollars in damage and he would be back to discuss it.  The 3 of us (****, ******* and ****) left and went down to the office.   I (*******) began to get on my computer to look for a new door and how much it would cost at our local *******.  I found a new door on sale for $299.  At this time, much to our surprise Mr. **** came into our office by himself.  Mr. **** was very calm and respectfully started to apologize to all of us for what happened and said he wanted to make things right and that he was not a bad guy.  I (*******) then showed Mr. **** my computer screen and told him a new door would cost $299. plus labor to install, so the total would $400. That's when Mr. **** offered to pay $200. and meet us half way for the damaged door.  We agreed and Mr. **** shook hands with ****.  **** and I thanked Mr. **** for his willingness to work with us and to resolve the issue.  We asked Mr. **** how he wanted to pay for the damages and he told us to use the credit card on file.  That's when I charged the credit card $200. and sent a receipt to the ***** via email (6-13-23 @9:40am)

  **** went to Rapid City to buy the new door and installed it later that day.  When **** was installing the new door Mr. **** was there helping and being friendly to **** while he was working on the door.  We gave the **** family a new key to the cabin because we also installed a new door handle.  Everything was good again!  

  We did not see the **** Family until the next morning, when Mr. **** came into the office by himself to hand me the key because it was check-out day.  Mr. **** again was very respectful and said he was sorry for everything that happened.  I (*******) thanked him for the way he handled the situation because not everybody does that, and I wished him and his family safe travels to their next stop where they planned to go fishing.  Mr. **** then left.

  During the entire stay of the **** family  which was June 11-14, 2023, The ONLY time we spoke and saw Mrs. ******** **** was at check-in when she signed our policy form, which clearly states, "You will be charged for any stolen or damaged property of Mountain View Lodge & Cabins."  Neither **** or I (*******) NEVER discussed the damage, the replacement cost of the door or refund to Mrs. ******** ****.  Nor did she ever try to discuss any issues with us regarding anything during their entire stay with us at Mountain View Lodge & Cabins.  I would think if she had any problems with the agreement that was made between us and Mr. **** she would've come into the office and respectfully discussed the problem just as her husband did.  

  If Mrs. **** would like a copy of the policy form that she signed on June 11th, I'll be more than happy to give her a copy of it.

  There was NEVER at any time a mention of a $100. refund.

  Later that day after the **** family had checked-out on June 14th I received an email from Mrs. ******** ****.  Which I will paste below along with my reply to Mrs. ****....

   

  "Good morning,
  
  
  Per the agreement made with **** yesterday, we would like to request an updated receipt reflecting the $100.00 refund for our records. As you are aware, we are traveling and would like to put this behind us to enjoy the rest of our trip. We appreciate your swift response to this request. 
  
  
  Kind regards, 
  The ****s

   

  Hi ********,
  
  Yesterday after we evaluated the extensive damage that was done to the cabin door your husband came down into our office to discuss the situation and to respectfully come to an agreement.  When he came in, **** and I were in the middle of talking to our construction / handyman **** about buying a new door and how much would it cost.  I got on the computer and found one at our local ******* which I showed to your husband and it was on sale for $299.  At that time your husband said he's not a bad guy and he wanted to make it right so he agreed to meet us half way and pay $200 in damages. He asked if we could please just charge it the the credit card on file.  He then shook ****'s hand and everything was settled and good again.  
  
  The total cost of the new door and installing it was $400.
  
  We hope you have safe travels on the rest of your trip.
  
  Thanks,
  
  **** & *******

  *************  

  Don't know what else to say but we feel that we have been more then fair by not charing the ***** for the complete cost of the door plus labor.  I don't know what was discussed between Mrs. **** and Mr. **** and where the miss information is coming from but thats between them. 

  Mr. **** handled the problem with respect and we appreciate that!

  Thank You!

  ******* and ****

   

   

   

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