ComplaintsforTurfway Park, LLC

• Initial Complaint

  11/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was at the ATM closest to the front men’s restroom on Sat 11/19 at approximately 145-150 pm. I withdrew $140 plus was charged $5.98 convenience fee. No money nor receipt was dispensed and screen reset. I spoke with the cage shift supervisor and he claimed no transaction took place with a printout. I showed him my bank app that showed the withdraw. I called my bank which verified the withdrawal was processed. I again spoke to the cage shift supervisor who compared this to a credit card “hold”at a gas station. He said it would come off on the “next update cycle.” He refused to process the refund and claimed no one of higher authority was there to speak with. The next thing I knew, two security men were there questioning me. My voice was raised, but I used no profanity nor made threats. The security person with the red beard did all the talking and told me I had to wait 1-2 days and if it was not credited back to my bank because “it was never processed “ then I should return. I felt as though I was being treated like a liar. The other security person stood behind the red bearded person with his arms folded and appeared ready to “pounce” on me. I showed my id, but I refused to give my phone number as I felt like I was already being harassed. I told them if I had to drive back there to be refunded, they would need to compensate me in cash for the additional drive from Batavia. Both the cage supervisor and security person admitted this has happened several times and is a known problem. All I want is what is might withdrawl and the fee returned to me. This was utterly ridiculous and embarrassing to be treated like a common thief.

  Business response

  11/28/2022

  The alleged actions are inconsistent with both our training and policy.  We will identify the issue through our surveillence team and respond back to the guest.

  Customer response

  12/01/2022

  Better Business Bureau:
  
  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, reasons for rejection are included below.
  
  Regards,
  
  ******* ******

  i had a voice mail from the cage manager, Aaron S*******, stating that I needed to file a dispute with me bank.  I did that.  He claimed they have no record of the transaction, but it was withdrawn from my account and never “fell off” like they said it would.  They also did not address my treatment.  I honestly don’t believe they have no record of the transaction.

  Business response

  03/15/2023

  To whom it may concern,

  While we understand how frustrating this must be to the guest, the steps that the guest was given were the correct steps to resolve the issue. As mentioned in the formal complaint Mr. Aaron S*******, our Cage Manager, called and left a message to which the guest did not reply. Our ATMs/Cash Machines are owned and operated by a third party company - ********. If there are further questions, we are happy to provide the steps again to this guest.

  Customer response

  03/16/2023

  Better Business Bureau:
  
  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, reasons for rejection are included below.
  
  Regards,
  
  ******* ******

  The cage manager left a voicemail and sent me an email.  I was working and couldn’t answer the phone.  I responded to his email and never got another response.  My treatment was never addressed.  They never told me they didn’t own the ATMs.  This response is not truthful.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩