Holiday Inn Express

April 29, 2015Revdex.comJefferson St NE Ste AAlbuquerque, NM 87109We received a complaint of Bed Bugs from a guest on the evening of April 8th 2015.As is policy the room was immediately put out of order as well as the rooms next doorThe room was inspected by [redacted] pest control on the 9thth of April and one bug was found in the roomNo other signs of bugs were found anywhere else or in any of the surrounding roomsThis included the ones above and below the roomLater that same day I was in an automobile accident and I was out of the office until the 16thI was told the issue had been handled but when I got back to work I realized it had notI contacted the Insurance Company and immediately wrote Mr [redacted] a letter of apologyThe insurance company has been handling the claim sinceOn a personal note we have never had bed bugs in our hotel prior to this incident and we have been here since We have a regularly scheduled pest control program and are very diligent when it comes to bed bug education and training among our staffWe make a concerted effort to respond to each and every issue no matter what the nature in a timely mannerHowever, because of my accident contact with Mr [redacted] was delayed and I completely understand his outrage [redacted] General Manager Holiday Inn Express N MainRoswell, NM

I tried to make a reservation, put in all my info and then the page was just turning. Instead of getting a confirmation number the webpage just said I need to remake my selection because that room isn't available. Just to make sure the reservation didn't actually go through I called the hotel, the front desk said I don't have any reservation. I did not get any email nor did the reservation show up in my [redacted] account. A week later I see a charge on my credit card from the hotel. I called [redacted] spoke with Wendy (case manager) who connected me with the hotel. The manager of the hotel, Kaitlyn, was rude and obnoxious. She said I don't know what happened on website you had a reservation here!! II said I was completely unaware of the reservation and I even call on Feb 9, 2017 at 10:38 pm and spoke with the hotel front desk. She said something about if I don't know the name of the guy who I spoke to that night she cant do anything!! I called the main customer service number for [redacted] back, told

The complaint in question was investigated and found that as followsFirst; the reservations was cancelled due to the guest not arriving on the said date, they arrived on the following night when the Hotel was sold out (No rooms open) the staff members did try to find the Guest another hotelThe guest was very agitated and was insistent they were staying at our hotel and was intimating the staff to give them a room that was not availableThe General Manager at the time did contact the guest and discuss their complaint, The GM was empathic and gave complainant many apologizes and again explained That the guest had reservations for the previous day before they arrived, not the day they, came to hotelGM explained the hotel had been sold out for that monthstaff members were retrained on how to handle guest complaints and aggressive guestTheir reservation was made thru a third party and the hotel is not liable for the wrong dates that were applied

Although I was not forwarded the pictures of the toilet, after investigating the issues with housekeeping and finding no lapse in procedures there, I met with the part-time maintenance man about the toilet and came to find that the problem was a little more serious than I was originally led to believeApparently, he tried a "quick fix" with an epoxy which did not have sufficient time to dry since the room was rentedThe room should have been put Out of OrderTherefore, I am refunding this guest for his stay and apologize for the inconvenience I believe this may also account for an unusual smell in the room.As for the rest of this guest's comments, I stand behind our procedures for ensuring that the room is clean, inspected, and ready for each guestI would be happy to explain what we do to any guest that is leery of staying with us due to these postings.Phyllis J S [redacted] General Manager

Spoke with Mrs [redacted] today explained that we did try and reach out to her by phone and email but she claims she never received anything.I explained to her that we had our pest control services out and they did full inspection on the room and found nothing.She said I was lying and that she has a doctor note to prove she was bitten by bed bugs and this was the only hotel she was at.She asked if I can have the pest control company send he a message saying they have inspected the room.I collected her email and contacted our supplier and they will be sending me something along those guidelines, I will scan and email to her open completion

I am responding on behalf of Staunton Health & Fitness as we are not affiliated with [redacted] *** On 4/9/14, [redacted] purchased our Basic Plus membership which is a month to month open agreement (Membership agreement attached) She paid the $enrollment fee and $prorated for her first month She checked into the club on 4/10/14, 4/16/14, and 4/17/ She signed her son into the kids club as well on those dates (sisheet and waiver of liability attached)There was never any mention from [redacted] that her son had been injured while under our care nor was there an incident report filedI have also attached all email documentation from our billing office, contact history from our software system, and email trail from Mr [redacted] I will break this down in date order to help with understanding how the events occurred 4/9/- [redacted] Joined club 4/10/- [redacted] and son checked into club 4/16/- [redacted] and son checked into club 4/17/- [redacted] and son checked into club 5/20/- Invoice for dues declined and service charge added 5/20/- Email sent to member stating her payment had declined from billing office 5/21/- Billing office spoke with members husband who stated his credit card was replaced due to a bank merger He stated he wanted to update this at the gym and would do so as soon as he was back in town 6/4/- Email sent from billing office to member requesting her to call their office Member responded stating she did not renew her membership as her little one doesn't like being away from her 6/5/- Email received from member stating she no longer wanted to use the gymBilling office replied asking if she had filled out a cancellation form and advised her of the day notice and the cancellation policy which included past due balances must be paid in order to cancel Member responded stating "How could she give days notice as she paid for the first month and then decided to quit because her son doesn't like it" The billing office replied again stating the account must be up to date and days notice given in order to cancel The member was also advised at that time that written notice at the gym is required and management must approve the cancellation based on the cancellation policy 6/5/- Member emailed again saying they do not owe June and that her husband informed the billing office in May that she was cancelling Billing office responded stating that cancelling was never discussed as he would have been advised at that time of the cancellation policyBilling office did explain that if they refused to pay the past due the account would be sent to our collection agency The billing office did offer at that time to waive the service fee as the card declined due to the bank mergerThe member stated that her son hates going to the gym and they decided not to be selfish and quit going 6/12/- The billing office sent an email to the member stating we still do not have updated billing information and have not received a cancellation notice 6/18/- The billing office sent an email stating the account is past due and billing information is needed 6/20/- Invoice for dues declined and service charge added 6/20/- Email sent to member regarding declined payment 6/20/- Email received by billing office from member stating she had requested to cancel her membership months ago but will have her husband take care of making sure this is cancelled next week 6/30/- The billing office sent an email to the member stating we have not received the cancellation notice and there is a past due balance 6/30/- Member's husband called and spoke to the front desk staff stating they cancelled several months ago via the billing officeThe front desk staff member explained the cancellation policy and he stated he will not fill out a cancellation form and that his son injured himself months ago in our care He stated he will go to the paper, hire a lawyer, and call the Revdex.com to shut us down He refused to pay and changed the credit card number 6/30/- Member's husband called back and spoke with the front desk staff again and said he spoke with his lawyer and will fill out the cancellation form and take the rest to court He stated his wife sent an email to the billing office regarding his son's injury several months ago which we have no record of He stated he would be in later that day to fill out the cancellation form 6/30/- I received an email cc'd to myself from the member's husband to the General Manager stating the following [redacted] , Per our conversation today and the enterprising conversations I had with [redacted] and lack of care toward my child falling in April I plan to move forward with legal action against your organization My wife ( [redacted] ) talked me out of this back in April when she left your center with a swollen knot on our child's head at that time that he was month Old's He has numerous medical bills and was unattended I asked my wife at that time to plan for action if she wanted and left the decision to her It turned out to be more than a lump on our child's head My wife has always known when to forgive and forget She decided at that time to contact your organization and to terminate her membership (April) Today we received a bill for past due notice going to collection Coming from a person who has a six figure income I can assure you that I will do everything in my power to prove that what happened in your facility was lackadaisical, negligent, and irresponsible I'm a man of word and intend to follow through with what I say I will do My plans are to open a claim against your organization with the Revdex.com, contact the local Editor, and file action against you by hiring [redacted] *** if they will take the case, if not I'm sure they know someone who will This has gone beyond your peril of sending a bill to collection It is a matter of principle and after two ungoverned and resolute conversations with [redacted] I know I'm making the correct decision It is a matter of a mother cancelling her membership back in April because her child was injured and wasn't comfortable with him being out of her site I hope this finds you well, someone will be in contact Thank you for your time and effort, [redacted] 7/1/- I replied with the following email Mr [redacted] - I am in receipt of your email regarding your son's injury and your wife's balance Please address any legal correspondence to my corporate attorney, [redacted] I would also appreciate you send a copy of any correspondence to my corporate office, Staunton Health & Fitness, Attn: [redacted] [redacted] , my General Manager, has informed me that she is in receipt of your written cancellation of your wife's agreement and has supplied you with a copy of the agreement your wife signed when she joined the club which clearly states the cancellation policy This policy states there is a day notice as well as your account must be in good standing Since her account in not in good standing, we are unable to cancel the agreement If you would like to clear this up to avoid additional monthly charges, please contact our billing office at [redacted] Regards, [redacted] 7/5/- That was the last correspondence I have had with Mr [redacted] only to be followed by the following from him*** [redacted] Jul (day ago) to me Not a problem at all Since you have sent smart [redacted] emails to me I will forward them to the editor of the paper I am working now with the B.B.Band using you as the problem contact for the claim with the Reno Address to file a claim since we have been told TWO times now that this contract has been closed, once in April and again the other day I don't understand how hard this is for your organization and yourself to process but I'll work to handle the problem And yes my lawyers are contacting your team in Culpeper This is quite the scheme you are running here and as the Mall has a new owner I will also let him understand this direct refusal to end this contract which my wife was told was a trial period to start with Also a word of advice: I would have paid the dollar charge if it weren't for all of the smart *** comments from your receptionist [redacted] when I called in Maybe you could get an adult to answer the phone I had to leave work early to close the account face to face and three of my co-workers said "that place is horrible and I'm trying to get away from it as well, you are going to have to go there in person because it's ran by children" and they were spot on [redacted] Jul (day ago) to me, [redacted] Oh my Gosh your organization's B.B.Brating is an "F" no big surprise We really need to start checking on all of these rip off schemes [redacted] to [redacted] , me I'll just pay them but Ill never stop fighting this To say your cancelled in April and call in July and say you have a bill is whats called a "Bait and Switch" according to the B.B.B I have sent in my letter to the editor...look for it! Hopefully everyone in Staunton and Augusta can be informed to be careful and not trust what they're told either once it gets published! Yes, we do! Didn't think to do that In conclusion, I feel that we have gone to the fullest extent to explain verbally, by email, and by the signed agreement between the member and Staunton Health & Fitness the cancellation policy of our club Regarding Mr [redacted] 's request, we will not clear his account per our cancellation policy which states days written notice Mr [redacted] has filled out the cancellation form but cancellations will not be accepted on accounts that are not current and in good standing Unfortunately, due to the account not being in good standing, the 30-day notice has not been accepted IF Mr [redacted] were to update the account today, the July dues would be due as well as the $enhancement fee also due July 20th The longer this goes on, the more service and late fees accumulate As you can see from the documentation above and attached, there has been an abundance of communication between all parties involvedI have provided Mr [redacted] with the information to our corporate attorney in Virginia I have never provided him with any information in any other state regarding legal mattersMr [redacted] has access to our billing office, the health club, my attorney, as well as my corporate office in Reno Please don't hesitate to contact me with any additional questions or concerns [redacted] Staunton Health & Fitness

Upon booking my reservation on their website I choose government rate at$The site asked to present government id only which we didAt the front desk they had a sign up that if you choose government id you must also pay with a government credit card which we do not have and w as not disclosed to me at the time of my bookingI was told at checkin that they would not honor that rate and I was forced to pay $nite or cancel my reservationI told the manager that this was unfair and I was not going to take my family and search for another hotel They did adjust the first nite but would not adjust the second nite I feel that them having this sign up at checkin but not on their website is a form of bait and switch that leaves the consumer no alternative but to pay the higher rateI feel that their website should disclose these terms so this confusion is not encounteredPlease help me get my $plus taxes and fees credited

Initial Business Response / [redacted] (1000, 10, 2015/07/29) */ The hotel renovations were disclosed numerous times to the hotel lodging association that booked the rooms for this teamThis is a contractual legal issue between us and the booking agentI have spoke with both the team manager and the housing agent in regards to thisThe hotel is not offering compensation on these rooms since we DID disclose this to the booking agentWe have paid full rebates and commissions to booking agent on these rooms alreadyNO COMMENT FURTHER

Good afternoonI was very startled when I read this complaint as it is unlike our staff membersWe have a staff service score of over 95% for the yearAnd that's when I noticed that this complaint is from August of A year and a half ago...I regret that Mr [redacted] had a less than perfect stay a year and a half ago with usUnfortunately, I was not the manager at the time and we in fact had completely different ownership as wellI will not be able to honor Mr [redacted] ' request of complementary nights for the trouble he experienced a year and a half agoBut he is welcome to stay with us next time he is in town and experience our new upgrades and fantastic staffHe can find a number of excellent rates and packages on our website.Thank you for your time,Management - Holiday Inn Express Ridgeland MS

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Attached is a picture of the toilet in the room Anyone can see this is not a hold the handle issue We had turned on the a/c unit hoping to air the odor out of the room when we first got there due to the odor This is embarrassing, but relevant I had to use the bathroom and did When I finished is when I found that the toilet would not flush and I removed the back cover to see why I spent about minutes trying to get the tank to fill up so it could be flushed Up to and including this point, we still hadn't decided leave We may have just taken another room, but my wife had sat on the bed to watch tv and wait for me and she noticed the smell of the bed and pillows When she pulled the covers down it was obvious that the sheets hadn't been changed We don't care what their housekeeping report says, they didn't clean the room properly That is the point we decided to leave After we left the lobby, we sat in our car for a bit trying to find another place After being frustrated by our phones, we just decided to drive around to get something to eat and see what we found on the way We ended up on a back road because we didn't know where we were We ended up in [redacted] where we found a restaurant and another Holiday Inn We had planned on visiting the Laurel Caverns area on Sunday 9/13, that was our reason for staying in the MtPleasant area My WIFE and I would like to thank the Holiday Inn Express for ruining our 17th anniversary weekend trip We will continue to "blast" the hotel management and staff until the issue is resolved They truly have earned it Regards, [redacted] ***

Hello, This reservation was booked on September 29, for arrival October 23, for two nights departing on October 25, the reservation was for two nights each roomThe IHG reservation was for the rate of $ plus taxesHotel had a Special event requirements set on the system since December 01, the requirements were that every reservation arriving Thursday October 22, through Sunday October 25, required full payment, day prior the arrival date All reservations required payment before the check in dateThe IHG Employee reservation has different rules and Restrictions, added to the Special requirements that we had for the eventOn Wednesday October 14, Hotel tried to charge the guest credit card for the amount of $USD the guest credit was declined, hotel contacted the guest to informed the guest of the situation with the credit card, we gave the guest the availability to contact the hotel with an a certain time to update the information before the reservation got cancelThis procedure was not only on her reservation but all the reservations that Credit cards declined, as a business we have to re-sell all the declined reservationsGuest called us after the reservation was cancelledI represented myself to the gest as the [redacted] Mthe Assistant General Manager for the hotelThe General Manager is the Owner of this hotel, therefore he does not take care of this situations, the General Manager has been aware of this situation since Wednesday October 14, The first time guest called the hotel I explained the situation, guest got upset and wanted us to reinstated her reservation, I informed her that I was not able to do that, then I continued to inform her that she could still go online and rebook her reservation under the employee rateAfter a while Mrs [redacted] called back for the second time she was a little aggravated because of the cancellation, and on the system the employee rate was not available anymore, another guest booked the employee rate for the same dates (our System only let us book rooms per night) Hotel is not responsible if the guest does not meet the requirements for the reservationThe second time I talked to Mrs [redacted] she kept insisting for us to reinstate her reservation since I stood by the policies, guest demanded to speak to the General Manager I explained that I was the person that makes the decisions for this hotelThen she got really upset and started to yelling at me and then she threat me with calling IHG corporate to make a complaint against the hotel, I offered to transferred her to the IHG number, so I transferred her to Guest RelationsOnce she made her complaint, Guest Relations created a case for the hotel, a guest relations contacted me to resolve the issue, I continued to explain the situation to the Agent, the guest relations representative agreed with the Hotel’s decision for the cancellation, and they continued to inform the guest of the situationThen guest contacted the Hotel again and this time she was very upset and demanded for me to reinstate her reservation at once at that point guest was rudeI told her once again that I could not do that and then she hung upLater on she kept calling the hotel to see if one of the agents could reinstate the reservations, I was at home at the time and I kept getting calls from the front desk agents about this cancellation, so I decided to make an internal message on the system regarding the cancellationGuest continued calling the hotel for that day and the next dayMrs [redacted] is claiming a purchase price of $ but nothing was charged to the guest Hotel does not agree with the dispute amount of $ since the guest received a notification of the cancellation, and she had days to re-book her reservationGuest is asking for $USD more than what the total of the two rooms for two nights and taxes

Initial Business Response / [redacted] (1000, 10, 2016/01/27) */ Mr. [redacted] made 5 pre-paid -non-refundable reservations on November 9th for February 5th for two nights. Hotel charged his CC on November 10th.2015 for the entire stay 5 rooms. Based on the agreed terms and conditions (Agreed Three times during... the booking process)on all prepaid reservation are not refundable if changed or cancelled. On December 29th, Mr. [redacted] was given an option to use the reservation in a time period of 90 days thru March 31st 2016 The hotel is not in a position to refund the funds due to the legal biding contract agreed by Mr. [redacted] . Reservations still open wating for the rooms to be used on Feb 5th, 2016. Mr. Cnor has not reply to our offer instead he threaten to post negative reviews on the Internet. Thanks General Manager Initial Consumer Rebuttal / [redacted] (3000, 12, 2016/01/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The general manager states that I made a 'pre-paid, non-refundable reservation'. That is incorrect. The exact verbiage used on the holiday inn reservation website is 'deposit' not reservation and is as follows: Cancellation Policy: Must purchase at least 7 days in advance. A deposit for the entire stay is due at time of booking.Canceling your reservation or failing to arrive will result in forfeiture of your deposit. Taxes may apply. A 'deposit' is defined, per Webster, as, to give as security or in part payment. This was not a 'deposit' but a 'non-refundable room reservation'. Holiday Inn should state this exactly this way. A 'deposit' is PART PAYMENT. Further to the point, I have contacted Holiday Inn corporate and they stated that the hotel GM was within his authority to refund my money. He has been totally unwilling to do so. As for my 'threat', as the GM put it, I did post numerous bad reviews of this Holiday Inn on travel websites. But, only with regards to this atrocious reservation policy. My verbiage on these websites is virtually identical to what I posted to the BBB.

Response from the business taken over the phone on 11/3/at 1:48PM by Revdex.com staff (**) Spoke with Jerrod from the business and was advised the consumer will have to contact him directly at 216-443-ext [redacted] to confirm proprietary informationBusiness agreed to then forward a copy of the receipt to the consumer

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.I never got a refund as stated Regards, [redacted]

I have reviewed the response 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 They are stating that I needed to give a day notice with my account paid I DID That when I went in The Gym in August they told me I would have to pay the august bill I did that my payment was due on the 10th of the month I went in around the 3rd or 4thSo that would of been days for the Septpayment and paid in Full even though when I signed up as I stated before The guy [redacted] I take it told us all a bunch of stuff he never mention then a day notice but I still did do that given the time frame I was inand regarding calls the messages I received are the ones I returnedand emails Did I receive all the ones they Claim they sent no There for a while I didn't have a Computer my hard drive went out in which time frame not sure I never though to keep track of thatI just want my contact to be canceled like it should of been in AugustI feel like I'm being pulled around and Once again is not that I'm the only one who had trouble with this but he others just paid itBut I don't feel this is rightTo settle this I will the for the last months with out all the other fees they try to add on but I will go in and pay Cash with a receipt so they don't have my banking infono longer I have had to change it Twice for someone stealing my Info

I made a reservation on line, at the Holiday Inn Express in Stroudsburg, PA I tried to cancel the reservation, a month and a half prior to the arrival date and found that Holiday Inn had by this time, taken $from my accountI have to cancel the reservation due to the fact that I am to have surgery on my spine, hopefully prior to the arrival date, and wouldn't be able to attend the event for which I made the reservation, anywayAfter speaking with several people, including at the hotel itself, and others at the Holiday Inn corporate office, I have totally been denied a refund, of any sort!! I being a Registered Nurse and working with the public regularly, feel that this very poor customer relations and honestly, unacceptable! Thank you!

Originally this guest did have a reservation arriving October 13, At this location we have a hour cancellation policyThis means that in order to cancel without penalty this guest would have had to call no later than 6:00pm October 12, to cancelThis guest called at 9:00pm October
12, to cancel the reservationThe guest service agent on duty notified her that she would be penalized for cancelling this reservation after the cancellation deadlineAngry, she hung up mid-conversation with the agent.Later, at 9:22pm the guest calls the hotel back and asks to move the reservation to the arrival date of October 14, The agent on duty does this but notifies this guest that cancelling this reservation will still result in a penalty as moving the reservation to an advance date will not waive the policyThe guest said that she understood and would be coming in on October 14th for sureAt 9:57pm the guest calls back and cancels this reservationThe agent informed this guest of the policy once again and indicated that since her original reservation was past the cancellation policy she would be chargedThe guest told the agent that she simply "did not care" what we did and that she would just dispute the charge if we charge herThe agent notified this guest that she would in fact be charged as her card had already been authorized as she was past the cancellation deadline for the original reservationThe guest then hung up mid-conversation with the agent again.In January, months after the event, the guest calls the hotel to refute the charge and request a refundThe hotel's General Manager spoke to the guest and reiterated what happened with the reservation and that the hotel stands by the chargeThe guest then became irate threatening to escalate her issue, promising that the hotel will be reimbursing herThe manager told her that she would be happy to connect her to our corporate offices so she could voice her complaintMid transfer the guest hung up, claiming that this conversation never happened and that the manager hung up on herThere would be no reason for any member of our management team to hang up on this guest as it was our policy that was violated and a rightful charge assessed as a resultI agree with this guest, hanging up on people is no way to run a businessI apologize on behalf of my team if their was a misunderstanding as to the transfer of the call to our corporate offices. Later, this guest complained to our corporate offices, claiming that she cancelled this reservation well in advance and it was the hotel that had charged her card without reasonOur corporate offices did in fact verify in our system the changes that were timestamped and made on this reservation and sided with our decision to charge this guest for her cancellation as it was past the cancellation policyWhile we sympathize with this guest, she was informed in advance of our cancellation policiesOur system does not allow us to send out an e-mail verifying the cancellation (similar to all Holiday Inn Express's Nationwide) however, regardless of an email verification the charge would still stand as a result of how the cancellation went aboutTo respond to a few of the guest's other comments, we did not sell out that eveningQuarter horse congress is a huge event in Columbus and many guests plan well in advance for their hotel accommodationsWe have a hour cancellation policy in order to encourage guests to cancel in advance so we are able to sell that roomVery few people make reservations the day of arrival for that eventAs a result, we did not sell outOther guests that also may have cancelled after the hour period would have also been chargedWe are not in the business of making our guests unhappy by requiring them to work their way through tricky wording or hidden rules and regulationsAll of our policies are communicated at the time of booking. Thank you for bringing your concerns to our attention however the charge will not be reimbursed for the reasons listed above. Yours in Hospitality,K.CA,Owner/OperatorHoliday Inn Express- Columbus/Fairgrounds

Upon booking my reservation on their website I choose government rate at$The site asked to present government id only which we didAt the front desk they had a sign up that if you choose government id you must also pay with a government credit card which we do not have and w as not disclosed to me at the time of my bookingI was told at checkin that they would not honor that rate and I was forced to pay $nite or cancel my reservationI told the manager that this was unfair and I was not going to take my family and search for another hotel They did adjust the first nite but would not adjust the second nite I feel that them having this sign up at checkin but not on their website is a form of bait and switch that leaves the consumer no alternative but to pay the higher rateI feel that their website should disclose these terms so this confusion is not encounteredPlease help me get my $plus taxes and fees credited

I was charged for smoking cigarettes in side a room at this hotel which I do not smoke I was there for two days I have a lung disorder which causes me to be hospitalized if I smoke I called them and spoke with a manager he said the room was clean and it did not smell like cigarettes but it was ashes inside the window sill that could of been there is asked him he said whether it was there or not I was still paying and they charged my card I was in town for a bowling event their call are monitored he was very rude I would like a refund I am also a member of holiday inn express and hotels online I rent all over and never had this problem I plan events all year and I will never take my company or any of my group back to any holiday Inn if this is not resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
My issue is that we were charged, but neither one of us smoke, and I could prove this by submitting papers from my doctor or insurance paperwork***, I'm almost willing to drive the and a half hours just to let them see the inside of my car, which does not smell like smokeI just feel like this company has committed fraud, and like lining their pockets with people's hard earned money.
Regards,
*** ***