ComplaintsforThe Beach at Craig Ranch
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Complaint Details
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Initial Complaint
10/24/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I received the Volleyball Court reservation (Nov 6, 13, 20, 27 - 2022) confirmation on Sept 9th 2022 from 7-9 AM CST. However, after approximately 2 months later today Oct 24th suddenly received the cancellation notice email. When asked for reason, it was mentioned that there is another group playing regularly and she (Susan) cancel the reservation anytime. This is a very bad experience to us, which makes us feel rude and loses trust on this business. Now we have to find another court rental in very short notice. Request appropriate action by BBB on this matter to resolve, and reporting it so that no other customers faces similar bad experience.Business response
01/31/2023
Business Response /* (1000, 8, 2022/11/10) */ We do not want to cancel or reschedule bookings and if we have to do in very rare cases, we have been very fortunate that our customers usually work with us to reschedule. In this case, we had missed some bookings of our regular recurring customers and notified the customer as soon as we realized our mistake on or about October 24th. We advised that we had to cancel the four November dates he had booked and that 10 am to 12 pm was available on the same dates. He did not want that time and we immediately refunded the $110 payment he paid for one of the four dates. I have been very clear with the customer throughout the time he has been requesting courts that we are very busy on Sunday when he tried to book courts between 7 am to 9 am for December, January and February and have been consistent with advising that 10 am to 12:00 pm is the slot available. In fact, the customer booked that time for those 3 months at one point then came back and cancelled which we allowed. We have a fair cancellation policy allowing a customer to cancel up to 24 hours prior to a booking because we know with facility management, we also need customers who can be flexible when unexpected events happen.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.