America's Best Value Inn

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
In reviewing the response from Haley Buick GMC I found a couple of errors on the part of the repair department.  First, [redacted] never explained anything about the timing chain needing to be repaired first before they would know if the cylinder head was damaged.  I didn't know they had not concluded my diagnostic until Friday, March 13, 2014 when the ** rep informed me that [redacted] was waiting on permission from me to finish the diagnostic.  
I would have towed my car to my home and repaired it when it was affordable to me as I stated to the ** rep.  He alluded to the fact that he would assist me, but he needed to know the bottom line before he could tell me anything.
Second, I called [redacted] at Haley and gave him the ok to see if the cylinder head was damaged.  My understanding was once Haley assessed the cylinder head they would contact the ** rep and myself to disclose their findings.
I repeat, I never told [redacted] to fix my car.  Not in anyway possible!  
Thirdly, I don't know anything about [redacted] telling me that "right now the car does not need cylinder heads and the fact that they never know after a car runs what else can go wrong once everything is working properly."  That sounds crazy!  What professional repairman would go through the trouble of taking a car apart and putting it back together before they could know if something is wrong?
The only reason I told [redacted] I would call him the next day after the car was repaired was because I couldn't believe that the ** rep told him at a breakfast they both attended that morning and that he never intended to help me with any financial assistance. I didn't have the reps telephone number so I couldn't call him.  I had to wait for his call.  The next day the ** Rep called and confirmed what [redacted] previously stated.  That is why I understand that they did a number on me.
Finally, I did not authorize my car to be repaired.  Therefore, I am willing to pay half of the bill because I made the decision to take my car to Haley, I did authorize a complete diagnostic and that's all.  Their error was not calling me when they discovered the cylinder heads were not damaged.  You will not find anyone there who attempted to call me before the repair was completed.
Regards,
[redacted]

When we got a room for the kids, they walked in to find a man already sleeping in the bed. Our room had no shower curtain, the coffee pot didn't work. My kids new room TV didn't work the bedside lamps, microwave, and refrigerator nor the blow dryer also didn't work, plus toilet seat was broken. When we called to ask if they would send my therapeutic pillow back to us by mail, they refused even after we agreed to pay shipping.

[redacted]  My name is Steven L[redacted], and I am the owner and Dealer Manager of Autosport Honda. I greatly apologize for the inconvenience regarding the sending of your title. I saw the social media comments yesterday and immediately spoke to Adam K[redacted] our General Sales Manager. he...

advised me that he spoke with you and provided you with [redacted] tracking number of the envelope that contains the title to your daughter's car. As to why it was not mailed last week, I will look into that but my initial inquiry leads me to believe that one of our office clerks was on vacation last week and some mail for which they were responsible did not make it out. That is no excuse at all, it's just the truth. Please advise me if there are any issues with receiving the [redacted] package today, and once again I offer sincere apologies on the delay.  Best Regards,  Steven L[redacted]

Took time and effort to box and ship the pillow. Will say neither of us acted very adultlike on the phone. The cost for Fed-ex shipping plus 7.00 handling fee did equal 48.00. Ido have the receipt for pillow if needed. I did reverse her credit card charge not sure howthis works If she...

canceled her card. But after talking with her, I told her I will send checkIf credit didn't go thru. Body pillow and credit should be there soon. All good deeds don'tgo unpunished. [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, assuming the repairs are made correctly and the cost of $275 is covered by the Dealership as promised.
Regards,
[redacted]

I am sorry you feel the way you do about your experience with the Haley Buick GMC team. [redacted] reviewed the repair order we have for your visit with me. We diagnosed a few items and charged you one...

fee not one for each item. The situation with the radio is that you have an aftermarket radio. We saw with our technician a code and or a situation that they recommend replacing one part and that is not the ignition. We suggested you take it back to the radio installer.  We are not trying to sell you something you do not need and that is why we would say go back to that shop. The car has many miles and many parts can be worn. If the radio person did not agree please get the work done elsewhere if they are saying something different than our technicians. We understand that you may find it fixes the situation and or you may still need the other part we put on your repair order. I hope the ignition does fix your situation. You also see on the repair order a few other items were diagnosed.
I will tell you I called you myself yesterday. I called the number [redacted] gave me and the phone rang and went to a voice message that said phone was not set up and hung up on me? Is that the case and or did I call the wrong number?  I am sorry you had to contact Revdex.com instead of calling us back if I did not call you and I would have confirmed the message and number with you right then.
What our team is saying to you if a customer brings their own diagnosis for a repair they sign off that we are not responsible for the repair if it does not fix the problem.  I have been told you said you would just stop payment if we did the work and it did not correct the situation. With that being said I believe our manager said the right response and that is we cannot work on your car. Again I was not there to hear the conversation.
We wish you well with the repair and hope that the ignition fixes the situation. Maybe that is what is causing the code and or failure the technician saw but you may find that both the ignition and tis module needs to be repaired. I hope I have used all the right language as I am not a technician but I have read off the repair order. We do expect full payment for the diagnoses you refer to because we provided the services you asked us to perform and did a very clear explanation for each of the issues.
Thank you
[redacted]
General Manager
[redacted]

Okay, so I'm writing this review and haven't even stayed at this hotel yet... that's how bad this is. I also wrote a complaint to their corporate who also apparently aren't sensible and just as [redacted], and numb to customer service as everyone I have talked to in regards to this [redacted] hotel reservation. I made a reservation via expedia for this hotel at approximately 8 pm or so on Wednesday evening. Less than 24 hours later, I wake up terribly sick and I tried to cancel less than 12 hours after the reservation was made. So I call the hotel to see if there is a fee, etc. I figure there can't be a fee, they have over 24 hours to book the room again, and it's been less than 24 hours since I reserved the room online. So I call and call and call and no answer. I can't get anyone there to talk to so that I can even cancel. So I call and talk to their reservation (booking dept, not at this location) And they tell me they don't normally charge fees so they can't see why I would be charged with this much time left, so they told me to contact expedia and see if they charged a fee. Well I did, and they don't. Their typical procedure is to call the business and talk with them to make sure no fee is assessed. Well they call and call and can't get anyone. So I contact corporate telling them I thought they should know that one of their franchises hasn't answered a phone in HOURS. Their reply is oh yea we know they have been having problems with their phone line all week this week. SOOOOOOO why hasn't this been fixed? Or why was another phone, cell, etc not made assessable so that customers can contact them. It's kind of essential for a hotel to have a phone line. There is no excuse to allow this all week long. So he tells me now that it's past 6pm 48 hours before check. So basically no, it's too late, even given the terrible customer service circumstances and the fact that I could reach nobody at this horrific hotel. So I'm stuck paying a fee for this, it's completely unethical how they did this, and then refuse to go without charging me a fee, even though THEY don't even have a functioning phone that I could have cancelled it on!

Thank you for contacting me directly and allowing me this opportunity to apologize for the inconvenience you experienced during your stay at our motel on March 28, 2015. I appreciate you taking the time to tell us about your...

dissatisfaction.  There is never an excuse for providing a valued guest, such as you, with anything less than a perfect experience.
 
We credit our success in the lodging industry to providing good service and quality accommodations at affordable prices.  We appreciate your willingness to take the time to let us know where improvement is needed so that we may continue to maintain our high standards. I apologize for the inconvenience this has caused you and have taken corrective action to ensure that this incident will not occur in the future. 
 
               Mrs. [redacted] you checked inn on 03/28/15 at 9:20 pm and checked out next day at 11:00 am. You should mention any issue right after you checked inn by simply dialing 0 OR come to office, not after checked out. Because that time we have option to overcome all factors that dissatisfy you. That time we might move you to different new room, that of your choice. If you still don't satisfy with new room, you have an option to cancel your reservation. We happily give you
 
fully 100% refund in that case. But since you didn't mention any of that and now after 60 days of checkout you mentioned all this.
 
              You booked thru booking.com, by providing your credit card. If you check your credit card slip, you can see that credit card charged on same day of your reservation. In case of guest not staying, we will fully refund (100%) same credit card. We don’t hold single penny of that credit card. Very simple policy “NO STAY, NO CHARGE”
               We tell every customer at the time of their check inn that "CHECK YOUR ROOM, IF ANY ISUUE, QUESTION OR CONCERN,  PLEASE FEEL FREE TO LET US KNOW BY DIAL “0” FROM ROOM OR STOP BY TO OFFICE". The desk clerk who checked you inn also told you that.
 
Unfortunately I am able to do something during your stay, but you mentioned all this after you checked out. I am sorry to say you that at this point I am unable to do anything. I hope you will give us an opportunity to service your future lodging needs.

We have some paperwork issues to resolve with [redacted] and need him to bring his vehicle in so we can redo the MV paperwork and get him a corrected title. I have reached out to him by phone and received a message he returned my call.

[redacted]
[redacted]
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Hi.  I am exhausted in dealing with America's Best Value Inn.  Even the response which they gave was in poor customer service.  He did, in fact, offer the tow service.  However, he offered the possibility of it when I was on a conference call, NOT when I was in Wyoming.  Even if he would have offered that when I was in Wyoming, I wouldn't have taken it.  Yes, I was in Gillette, but why on Earth would I leave my car in a state 1000 miles from home and go to my hotel? I would not have felt comfortable leaving my car on the road in a strange state for who knows how long until a tow truck showed up.  His employee, [redacted], said that she would take care of it.  She may not have told him that to save her job, but she said it.  I also called back in the morning, and when I said that, [redacted] had said that they had had a problem with her doing that in the past.  I can definitely handle the truth, too.  I just know that if I was told the cancellation policy, I may have stayed elsewhere.  Besides that, I didn't foresee a car breaking down.  I guess this dispute will be, and I will be talked about like a child by the company.  I just wish that they practiced better customer service.  I'm sorry that I "made up" the vacancy sign line.  I just know that that's what I was told; I guess they were mistaken.  I thought that contacting Revdex.com was my next move because you all usually get things taken care of and make sure that businesses live up to high, if not, at least good standards.  In this case, he did not "work with guests to provide a great experience."  I will not stay at any of their locations again.  In fact, I haven't ever stayed there (even at this point) and that won't change.  I don't know if I should thank you for help.  Thank you for your time though.
Regards,
[redacted]

[redacted]
[redacted]
[redacted]
[redacted]
To whom it may concern,
Mr. [redacted] did in fact make a reservation at our hotel at 6 pm the same day, and called back within 20 minutes to...

cancel it. But according to the hotel policy, cancellation time was past and the reservation was going to get charged. I did make the kind gesture of cancelling the reservation without charge if the room was sold to a walk in guest. We couldn't cancel the reservation to make it available online because if it was cancelled we couldn't charge for the room. The guest did acknowledge to myself and his banker on a three way conference that he in fact was in town just down the road so I couldn't see why he couldn't make it. As for his car being broke down beside the road, I offered to have the car towed to a mechanic and the guest to be brought to the property but the guest didn't want to do that. As for the charge on his card, the room price was $149.99 plus tax which equals out to $161.99. I am the manager of the property and nothing is done unless authorized by me. My employees did not make any claims of cancelling the reservation without charge. As for a vacancy sign being turned off, the property doesn't and never has had a vacancy sign so I don't know where the guest got that we had a vacancy sign. No one called the guest a liar and no one lied to the guest, it's just the hotel policy and the truth was too much to be handled by the guest. I work with guests to provide a great experience but I don't take it kindly when my employees are accused of lying. There are always two sides to a story, so this is the management's side.

On 11-19-16 [redacted] came to my office with Chris F[redacted] our Service Manager. They told me about the situation of the [redacted] having water marks on the black exterior and also swirl marks. We talked and the more I listened I realized it had nothing to do with the product we put on car but the...

water marks were on vehicle before the sealant was added. We went outside to look at [redacted] and I can see the marks with [redacted]. He told me he has a place on Broad Street that told him what had to be done to make the paint look better. I have no idea when the marks got on the paint because I just saw the car. I told him on Monday I would show commodore company the paint to see if they could get marks out and make it look good. It is black and you see more than a light color but these marks need to come out or repaint the hood. I talked to [redacted] Detailing where [redacted] had talked to someone and they said they can detail the car and get water marks out as well as the swirls. Tyler H[redacted] and I delivered the [redacted] to his house and dropped off keys to Mrs. [redacted]. After Thanksgiving [redacted] will get [redacted] to [redacted] and [redacted]. Haley Buick GMC will pay $[redacted] to get the car detailed on exterior. If he needs a ride after dropping off or a rental car while in shop for 2 or 3 days we will also pay for that. Mr[redacted] has elected to cancel the interior and exterior protection package as I offered and we will refund the money Tuesday. If it was financed the check will go to bank to come off back end of loan and if paid cash will send check to customer. I am checking on this now. 
Mr and Mrs [redacted] had conversation with other employees so I will gather the comments and put in file. I was not told by Mr or Mrs that this claim had been opened. BAsed on experience I believe we are doing what is needed to be done to satisfy the customer with using another detail shop. I did explain to Mr [redacted] I do not have anyone on staff that can do the process needed to remove the water spots but commodore or [redacted] could do it and he selected [redacted].  These spots are on many paint finishes on anything that could be man made and because black it is showing up and we need to get process done for customer. It will be next week before vehicle is done and customer will have to decide to take down the complaint. I believe it will be acceptable and that we will have done what was needed to be done to satisfy the issue. Please let me know if I need to reply back after work has been complete

After speaking with my team after first hearing of the issue, it was apparent to me that I should reach out to [redacted]. I did and after speaking to her I asked that we receive full documentation of parts purchased to evaluate issuing a credit. To date I have not received any detailed invoices....

It is hard to issue credit based on bank account transaction snapshots of a cell phone screen (which was provided by [redacted]). As far as compensation for travel time, and emails, that is a ridiculous request, insulting as well, and forces me to question the validity of all previous claims. Thank you.

My name is Steven L[redacted], I am the VP of the Autosport Group, owner of Autosport Honda as well as its Dealer Manager. I have spoken with all parties mentioned but one. I will address the issues listed one at time. 1. My Finance Director at the dealership is processing a full refund of the GAP...

contract. 2. The phone number on [redacted]R  business card is the correct number, I am not sure what issue there is there. 3. Mr L[redacted] is not in today and will be spoken to and his lack of professionalism in addressing the concerns of a client and well as our own processes will be addressed swiftly.  I am very sorry for the frustration and offer sincere apologies.  Thank You, Steven L[redacted]Vice PresidentThe Autosport Group

[A default letter is provided here which indicates your acceptance of...

the business's response.  If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and would like to keep the complaint open/active until the issue is resolved. Regards, [redacted]

Hi there,We had pre-paid reservation from below and we had refunded the same to them, Also I had talked with their customer service and they were suppose to refund back to [redacted] We do not have bed bugs, customer bring in, as [redacted] complained, we found bugs only on sheet which means he brought...

from some other place, as a customer service we called him and told him we did find bugs on your bed and he needs to wash all his clothes and clean all his baggage. Adviced him to call the third party reservation web site and claim the refund, as we refunded to the.copy attached. IATA: [redacted]Name:HOTEL RESERVATION SERVICERobert G [redacted] GMAddress1[redacted]Phone[redacted]

Review: at the first day the toilet doesn't work and we moved to another room, also there is no water in the hotel from 11 am to 3pm for the last 4 days.Desired Settlement: give me my money back for the last 4 days.

Complaint$90.30 for a 1 night stay in a filthy room that I had to clean myself. [redacted] United States of AmericaPhone: +XXXXXXXXXXXCheck-in Saturday, May 28, 2016Check-out Sunday, May 29, 2016I checked into the room 1st the wash rags and towels were filthy,not discolored. Then I pulled back the blanket and cover. Hair in the middle of the bed. Pillows and case's were extremely dirty. The night manager was a lot gave me clean linen from the pantry. I had to buy tub and toilet cleaner to shower and use the commode. In the morning I showed the owner the pictures and I was told "We had over 100 guests". I said that's no excuse he then said "Oh well". With that response my husband and I left and we decided to inform you guys. I paid using capital one master card, total price was $90.30 for a clean king size bed and roomDesired SettlementA partial refund would have been OK and apology for the inconvenience Business Response Dear [redacted]:Thank you for taking the time to tell us about your experience at the [redacted] on [redacted] I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies.At our place, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence.We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future.Sincerely,[redacted]General Manager[redacted]

Review: We stayed in this hotel for one night and left a pillow. The next day after check out a lady called to ask about the pillow left and I informed her it was not important as we only payed 12 for it at [redacted]. She also inquired about a candle left and I told her to just throw the items away or give them away. I thought that was the end of it until I received a charge on my credit card for $48 dollars from this company! When I called them to inquire I was told by [redacted] that he alreadyailed it and that I HAD to pay for it! I informed him that I had told his staff to THROW it away, not mail it and he got nasty and hung up on me . I called him back and asked him if that is how he treats his customers and that it was BAD business to act that way! He said his staff does not lie and all but said I was a liar! I said sir why would we want to have a $12 dollar pillow shipped to us at the expense of $48 dollars!!! He finally conceded after many insults and 2 days of trying to resolve this without having to cancel our credit card ( which we ultimately did do) so now he says he will refund us the money . I hope he does do what he claims he will do because

That is just the right thing to do.Desired Settlement: Full refund of the money that was taken off my credit card without our authorization!

Business

Response:

Took time and effort to box and ship the pillow. Will say neither of us acted very adultlike on the phone. The cost for Fed-ex shipping plus 7.00 handling fee did equal 48.00. Ido have the receipt for pillow if needed. I did reverse her credit card charge not sure howthis works If she canceled her card. But after talking with her, I told her I will send checkIf credit didn't go thru. Body pillow and credit should be there soon. All good deeds don'tgo unpunished. [redacted]

Review: When searching for a new home in the Weirton, WV area, my fiance and I searched for a moderately priced hotel with good internet reviews and came upon America's Best Value Inn - Pittsburgh Airport. We checked in with no problem, but oddly enough my fiance noticed that the entire trip had already been charged to her credit card within moments of arriving. It was late, so we went to bed and spent the next day searching for homes. We returned to the hotel around 3:00pm to take a nap and when we woke up around 6, I noticed 4 bed bugs on the headboard. I immediately killed them and pulled up the sheets to see if more were visible. Not only did I see 3 more bed bugs of various sizes and levels of maturity, but I noticed the mattress had what looked like blood all over it. We then realized that the sheets had tiny blood droplets as well and began to pack our things. I placed the four dead bugs and one live bug in a small bag and brought them to the night manager, Raj, when we checked out. I told him I would only give him the bag if he planned to refund our stay in full, which he agreed to do the next day without question. These event occurred Thursday, 04 June 2013, and we have yet to see our money returned. Additionally, I have placed countless calls to the hotel and have been told the message were given to Raj, but none have been returned. Desired Settlement: I would like the full amount of my stay (123.10) to be returned as promised by the night manager.