Complaints

• Initial Complaint

  12/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was charged for two nights on 11/23/2022.I made it clear I was only staying one night. I was then charged for one night which I authorized. I asked when I would be refunded for the $196.77 which I was charged for, for two nights, which I did not authorize or sign for. I was told I would be refunded by 11/30/2022. I have not been refunded yet. Today is 12/3/2022.

  Business response

  01/02/2023

  Hi!

  My name is ***** *** and I am a manager of Shiny Motel.  We received a payment claim from BBB yesterday. Our motel is small motel which have only 13 rooms.  As we are small local motel, we might not need your business rating.  However, we think that we have to clarify the misunderstanding 0f our guest.

   

  ******************************* used to stay in our motel a few times before the incident. He used to stay for 2 nights before.  When he checked in our motel on 11/23/22, our staff asked him whether he would stay for two nights as usual, and he answered Yes. 

   

  However, it was a misunderstanding. ************** wanted stay for one night only at that time, but he misheard the two nights as tonight.   It was mainly because of our staffs bad pronunciation. 

  We use Square when we process credit card payment, and so we tried to charge him the wrong amount through Square.  The amount was $ ******.

   

  Fortunately, before signing the transaction, ************** found that there was a mistake and he cleared that he is staying only one night.  So, our staff cancelled the transaction immediately and the transaction was voided. 

  If the transaction is cancelled before the signing, the money is not transferred. So, $******, the cancelled amount of the first transaction, was not transferred to our square account and we did not get the money. 

   

  After the cancellation, We charged him for 1 night and with the refundable $20 deposit.  There was no problem in the transaction.

  However, ************** called us after he checked out of our motel next day and made a complaint about the first transaction. He said that he did not receive the $****** back.  What he got was only $ 20 deposit from the 2^nd processing.  ************** claimed that his money $196 is disappeared. 

   

   We could not imagine that how the money could be transferred from ************** s account even though we cancelled the transaction immediately before the signature.  So, we asked ************** to wait a few more days as it could be in a pending situation.

   

  Also we called to Square but the Square customer service said that they could not find the money transaction except the cancellation. 

   

  Today we again contacted Square for the missing money, but they still said that they could not find the transaction completed.

  Square state that they did not take the cancelled amount but the ************** insist that somebody took the money from his account.  And he believed that it is us, the Shiny Motel.  Without any transfer from Square, we cannot receive any money.

  To prove our innocence, I am attaching 3 files with this letter. 

   

  First document is the paper which shows our Square credit card transaction on the day.

  The 2^nd one shows our voided transaction through Square on the day.

  Finally the 3^rd file is the recorded conversation with Square representative.

  They do not allow to record the conversation, so I only could record the initial contact with the Square.

   

  As we cancelled the transaction, we did not get the money.

  So we cannot return the money to **************. And, as we do not have his money, the responsibility goes to his credit card company or Square.

   

  In this situation, most of the people usually contact his credit card company and ask them to void the unauthorized transaction if the money was really transferred to somewhere. I hope ************** could find the right solution

   

  As the money $****** was not sent to us, we cannot do anything else now.

  If the money was stolen, it is the crime of Mr. ****** credit card bank or Square card processing.  You will know that it happens often as you see the case of ***** Fargo bank.  So I do not want to cover the crime of American financial institution with my money in vain.

   

   

  Thank You!

   

  Young Cho, Shiny Motel Management

  Customer response

  01/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  **************************************;
  
  ***************************

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