ComplaintsforLakeline Lodge & Marina

• Initial Complaint

  14/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  July 2024 we placed our names jn the reservation book for cottage for two weeks in July 25. Never received confirmation letter in ****. Contacted LLM three times. Was told that ***** ******* didn't send them out. Received call in late February from ***** confirming two weeks in July and asked for down payment of $700. It was paid over the phone on credit card. Then on March 6th received a call from ***** that we can only have the cottage for one week because they have someone going into the cabin the second week. They have done this in the past to us. Last time was a one day notice as we were schedule to leave the next day for our vacation up there. We told them one week is not acceptable and wanted our $700 refunded. We have been calling everyday for refund. On March 11 we received a text message that they got moved the people fir the second week to a different cottage. On March 7th I made reservations at another place on the lake for two weeks and put a down payment of $800. We have been calling everyday and leaving messages that we want our refund as we made other arrangements since they told us on the 6th. ***** ******* doesn't not return our calls nor refunded our $700 deposit. We call and it goes right to voicemail. Terrible Business practice.

  Business response

  25/03/2024

  To whom this may concern;

  It is unfortunate we were unable to meet this customers needs despite our best efforts.

  We are unsettled to be reading this complaint as we had the issue resolved within 2 hours of it being brought to our attention. Wendy was quite upset during our phone call and perhaps did not understand that a resolution had been found. 

  Our records show no indication of a $700 deposit recorded on our machine from the customer. We have phoned our merchant 2 times now (with reference numbers) to ensure there was never a transaction of $700 from the customer with the card number given as well as checked our own records. After speaking with the card holder - he has confirmed that he has not received his statement to date but will contact us if he has any concerns.

  *******

   

  Customer response

  26/03/2024

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 21432327, and find that this resolution is satisfactory to me.  I was very upset but did NOT misunderstand them.  We will never patronize their business again. They have soured us with this and do not trust them.   They took the credit card numbers. When I told them we wanted refund, Kristen told us she needs the card number to credit us. Then never answering phones. Terrible customer service. 
  
  Sincerely,
  
  ***** ****

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