This letter is going out today: Scott Barber
General Manager Of Harrah's Entertaintment
Atlantic City, New Jersey
Lawyers welcome...
Hello Scott Barber,
My name is Joseph A card # 15xxxxxx6. The purpose of
this letter is inform you of problems and other related issues I've had at your properties.
I must tell you, I should have not waited so long to do this, but now things have really gotten out of hand. First, I would like you to know I've been gambling for some 30 years as far back as May 26Th 1978. I've played frequently at just about every casino in AC. I played
for some 23 years at the Tropicana that was until Aztar Corporation sold their property. You know the rest of the story what happened there. I decided to make Harrah's my new home starting around 2003.
Last year I became a Seven Star member so that was exciting. I found a company called "Jackpot Express" based in Long Island. I now flew in, got my perks, (based on my play), and things seemed great. I frequented your casino's every week from Thursday - Sun and this for the better part of 2008.
I want you to understand, I am no more than a player, meaning, I will not always take what I'm entitled to, nor will I ask for anything I don't deserve. Things seem to go pretty good and then I started to notice problems. Problems that were getting worse by way of in my opinion "poor management."
I will explain these problems and issues as you read on, and because it's been over a year, the old and new did in fact exist. I ask you to be patient and understanding throughout this letter. It's the emotional stress I can't share with you because it happened to me and not you. The anxiety, anger, time wasted and frustration has made me very sick. I kept hearing I'm sorry but the same things where still happening.
I will summarize some issues below and give a better picture as I move on.
No laundry bag. 95% of the time
Cold shower 2 times
No ash trays in a smoking room 30% of the time
No shower curtain 2 times
Having to call the beverage manager for a waitress 80% of the time
Dealer attitude problems 40% of the time
Room service multiple times
Call the operator to connect to specific ext 90% of the time
Personnel that don't listen when you talk 80%
Kids running up and down the hall between 3am and 5 am in the Atrium (having to call security) 70% of the time
Room service wrong order 4 times in the same night (brought the wrong order 4 times)
Playing a machine at Caesars last Sept (had witness) 26 hours straight. I'll get to that latter.
If I think of the rest and there is more I'll mention it as I move along. Like I said I've put this on the back burner for over a year now because I thought things would change or get better and they just stayed the same and became worse.
Let me start first with "Jackpot Express. "They would always say while on route to the casino whether it be in the large shuttle or the limo, " if there is anything anyone needs please don't hesitate to call. Well, there was a two times I did need to call them because they left me stranded at Caesars once, then again at Bally's, and I had to take a cab to the airport. I know you have nothing to do with the junket people but they represent your interest to bring people to your properties to gamble.
I would like to start with Caesars, which I mentioned earlier I would explain. I played a machine the first night for about 3 hours before hitting a jackpot for $11,215.00. The same night I played a machine next to that one for a total of 26 hours. I want to say this, during those hours I had all to do to get a waitress. Mind you, despite the waitress headquarters which was located not even 10 feet away I could not get a drink. I remember even asking the few that did pass me by if they could please get me something? Their response was, " I'm not your waitress" while running by swiftly. How about, "Sir, I'm not your waitress but I'll get her for you." I found this to be very rude. I started to become a little hungry but did not want to PD the machine, continue playing, and just grab a quick sandwich and come back to play.
I asked a slot attendant if he could watch the chair for a moment so I could grab a sandwich real quick. His response was, "No, I can't lock the machine down it's company policy. "First of all I did not ask to PD the machine, this is something I've done for years at other casinos.
I find that people don't listen. I asked him to please get a supervisor. My friend was present
as a witness through this whole episode. The supervisor asked me "what's the problem. "I told him there is no problem I just wanted someone to watch the seat for a few minutes to get a a sandwich. He said they are not allowed to do that along with the Sunday ritual.
I found out later on months down the road, As a Seven Star member they are suppose to bring food to you if you ask, something they should have known. I asked him, "is how you treat Seven Star players and he said, " Sir, I don't care if you have a 7 star or 30 star. I remember running up the escalator to the total rewards desk and this is now almost 4am. I asked a girl to please give me the number to the management that could help
me with this issue. I don't remember his name but I could tell you this he was not very happy with the way I was talked to and treated. I do remember his exact word, " THIS IS WHY WE ARE LOOSING ALL OF OR BIG PLAYERS! He was a gentleman I must say and apologized for what happened and gave me an opened comp to a beautiful restaurant. I did not need the comp believe me but as aggravated as I was I could not eat, my friend ate instead. How am I supposed to eat after they made me spit blood. Now, after all that you know what they did?
They closed the machine down. Something I did not even fight for they did after all that aggravation. I remember after my friend ate I went to the room (that I never slept in) I packed my bags and left.
Do you know how humiliating this was for me and having a guest made it worse. I remember he said he would never gamble after what he seen me go through.
Getting back to the people that run the junket. I told Jackie Dee what happened, and he just said nonchalantly, " Joe, if you have problems at Caesars just don't play there anymore." That makes a lot of sense, don't play there meaning play at the other properties that Harrah's just happens to own. I must say there is something he was right about, I should have done one better and not played at any of Harrah's properties after that episode anymore.
The final episode with my dealings with them happened in Feb heading back to the airport. They became cheaper and cheaper as time went on by getting fewer limos and cramming more people in less cars. Most players I know of stopped playing at your casino for this reason itself. Anyhow, I always like to wait, have a cigarette, then get in the car.
This particular time it was a shuttle bus. I remember boarding and looking at two ladies sitting on their husbands laps and they laughed and the woman said, "there are no other seats I guess you'll have to sit on the floor. That's just what I did. I sat on a wet floor on steps all the way back to the airport that my whole pants where soaked ass and balls included. When people found out that I was a Seven Star player who played $500 and $100 machines they could not believe I sat on a wet floor.
I want to make one thing clear, I know the job of these people is to fly me to your casino and that's it. However, this does also reflect on Harrah's Entertainment. You get the players, they make the juice.
It was then that I decided to stop using them as my host although it was a double edge sword, if they are not my host I don't get the plane. This is a bad reflection on you. I decided to just drive, not be obligated to anyone and just play.
I have friends that demand things, but I was the opposite. I'll tell you what I do demand, and that is give me what I'm entitled to, I want to relax, gamble and have a good time without having to do everyone else's job. Calling to book a flight with kids yelling and screaming in the back round and chewing food while smacking is not my idea of what I would deem to be professional host's.
I always had (real gentlemen for host's) at Sam Boyd's, Hilton, Resorts and Donald Trump's properties, that would take care of problems to make their clients feel like someone special and make their stay a memorable experience. That's what keeps people coming back to a casino not this nonsense.in 30 years only at your property I was treated like shit. I've had hosts at other casinos that would say, "Joe if you need something he or she is here to help and if it's something you need they can't get call my home or cell phone no matter what hour of the night it is. "This is how you run a casino business.
The laundry bag situation may seem like no big deal, but it in fact is and here's why. When I check into a room the first thing I do is call house keeping, sometimes I have to be put on hold, and I find this a waste of my time and it's very annoying especially when it's been almost all the time. It's even worse when you're there every week and it's the same thing over and over. This is clearly a management problem. If they can't do their job right, Fire them! This is the cheap labor you hire.
Next, cold shower... Look, I know things can happen and they do but this one is the best yet.
I came up to my room to relax and take a shower. I realize the water did not get hot despite letting it run for quite some time. I pick up the phone and called maintenance. I waited 10 Min's, 20 Min's 30 Min's. I decided I have to take the clod shower because I can't be waiting for people all night.
After the cold shower I called maintainers yet again. I asked the women if anyone is coming up to check this problem out it's been over an hour? She said he went to the wrong room and because they had a do not disturb sign he left. The point here is that was not my room in the first place. How stupid can your employee's be? Finally after about 10 minutes later he shows up. I told him I had no choice because it was getting late and I got tired of waiting so I decided to take a cold shower. Right after that! Is asked me, " did you let in run for a while?" What did I just say? This is a moron! He then tells me the problem is probably down stairs in the boiler room and proceeds to leave. I asked him, "how will I know if the problem is fixed?" He said" well, you're going to take a shower tomorrow right? Common sense would dictate if he is going down to try to fix the problem in the boiler room wouldn't it
make more sense to call my room and ask me to run the water and see if it's hot so when tomorrow comes I don't have to get on the phone again and waste my time? He did finally call and the problem was resolved only after I walked him through it. These are very
incompetent people you have working for you.
The shower curtain... I guess someone stole it no big deal right? Well it turns out to me it was a big deal because the housekeeper that cleaned the room I think should have noticed it? Back on the phone yet again! When I spoke to the house keeping manager she was not to happy to here this. So, yet again I wait around for some one to bring a shower curtain now. And again it's an inconvenience and waste of my time waiting around
.
Next, room service... Again, I do understand clearly especially with food, something may be missing, something can get cold or they may be very busy. I ordered room service quite often especially if I played all night and just wanted to relax, watch TV and eat privately. I ordered my meal they said it would be between 30 Min's to an hour. I said that's fine I'm not impatient. It turned out to be longer then guesstimated more like an hour and a half but no big deal I'm very easy with area. The cart comes in the lid comes off. It's not the right order. The sever said, (and he could not speak a word of English) I'm sorry I have your order down the hall just only 1 min. I'm holding the door 1 min 2 Min's 5 Min's my arm is getting tired. The liar never had the order down the hall, I seen him bring the only cart he brought to my room onto the freight elevator. He screwed up the order that was the truth here.
Again, I'm easy, to a point that is. Here it 2am, and I originally ordered room service at 12:30am. He comes back opens the cover, the order is wrong again. The first time was steak, second time chicken wings and I ordered 3 eggs with bacon and sausage with a short stack, coffee, orange juice. Takes this cart back to the elevator and again I wait but now I'm getting a little annoyed not to mention it's now 2:45am.
Back with the cart back now I think it's time to call the room service manager but all the lines are busy so I have to be on a phone again with yet another issue because people don't know what they are doing here. Back with the cart, this is the third time. The cover comes off the eggs are here but no bacon, no coffee, no orange juice.
This time it started to look like the right order, but 80% of what he was suppose to bring is missing. I was so aggravated so back on the phone again, I had to wait 15 Min's for them to answer then finally I get the manager on the phone.
Let's get to the roulette issue... I always opened the single zero roulette located in the high limit room each trip I mentioned. I would spend hours there all just about everyone got to know me. I remember after one dealer in particular by the name of Larry came over after the dealer Bill clapped out. If you know of this guy, he has a very loud and big mouth and never stops talking. I asked him very politely, "do you think you could please keep it down I have a bad headache?" I did have a bad headache by the way. He looked to me and said, "some people like me and some don't I don't know what to tell you pal."
First of all I never said anything other then what I just told you here. I was so mad, I just sat there and tried to wait it out until he would leave. I could see Bill was on his way back from break so I started placing my bets because I knew Bill would spin now. This idiot Larry said, "I thought you weren't going to play? Mocking me and making a fool out of me. Again, you have low life's, incompetent, none inconsiderate, sarcastic people working for you.
I have seen the whole casino industry change for the worst. This was my get away to relax get away from it all maybe try to win some money and that's it. The way I see it (and I have many friends who share the same thought) the corporate giants have become so big and so independent you people really don't give two shits how you treat people.
I've been around a very long time and I have seen it all. I know there are no winners in the casinos it's only entertainment. Your job is to go try to get into peoples pockets in the most painless way.
Next problem loud music and drunks: Ever since you introduced the young crowd into the casino world it has been a nightmare for your regular older players. The new pool located across from the new reflections is not made for a peaceful combination. The police are there every weekend because the drunk punks get into fist fights. The combination of that and the loud constant banging of the BOOM, BOOM, BOOM has many people upset including myself.
They don't gamble, they just come to get drunk, act like tough guys, curse, fight and look to get laid. You people have created a monster to most, but to casinos you are looking to market to the younger group the so called, "gamblers of tomorrow." I know you have lost many players already because of this. I don't think you would notice them leaving because unlike myself they just don't come back and go elsewhere.
Kids in the casino and hotel: Kids do not belong in a casino end of story. When you are trying to sleep and you have children running up and down the hallways in the atrium at 2,3, 4am screaming this is also not acceptable. Do you know how many times I had to call security or had to change my room? Did you notice I said, "I had to call?" I wish I had a dollar for the countless hours I've had to spend on the phone making phone calls. If you don't think you have a management problem you are undoubtedly in denial.
VIP check in: I 'I've been to casinos that have VIP check in available 7 days a week. Only your casino has a sign that said, " sorry for the inconvenience, closed." I realized just recently that has changed and it'd now open 7 days. Gee, I wonder how that happened? Do you think some people may have complained? I 'll include this later when I get to "Tina Browne."
The Seven Star lounge: This is closed Mon -Wed. To better sum these issues up in short, if you gamble during 12am to 6am (like I do) you're more likely not to get or see a waitress or have to resort to calling the beverage manager to get one. If you decide to check in VIP Mon-Wed you could just forget that, just go to the line that may have 3 people checking in but only one person at the desk. If you want to eat in the Seven Star lounge with your wife, girlfriend or friends forget that too, try getting a sandwich or the good old reliable room service.
I want to make one thing clear. There are people who make unrealistic demands, who complain about stupid things to either get something for nothing, or because they lose money. My only concern is with bad service.
Lets move to Caesars total rewards desk in March: I had seen on my on line offers showing a $100 cash for March 16TH. I have been receiving $100 for the whole month and generally another $200 "Maxima Cash" a particular day out of the month. I went to the desk by the Seven Stars area located on the left. I do remember being a little annoyed because there where 4 employees directly in front of where I was standing an nobody even acknowledged me. Anyhow, I asked a guy if the March 16TH offer of $100 was in addition to my other offers.
This was a very simple question and nobody was around to distract him and I do speak good english. He said"well, you have $200 cash back for April. "This is not what I asked him (remember I said people don't listen well?) This is also leading to the crux of what's now happening to me explained as I move along. Because he did not understand what I said he got this attitude with me talking over me constantly and not letting me get a word in edgewise. As he talking I'm saying Sir! Sir! But he just kept rambling. If he would have listened to me I was just going to tell him to just forget about it. I remember I'm trying to take my car and he's grabbing it.
It was at this time I got frustrated (especially what Caesar's had done to me previously I stated with the bullshit playing that machine for all those hours) I told him THIS IS WHY I DON'T PLAY IN THIS FxxxING PLACE ANYMORE! I not condoning my behavior was correct but enough with the talking down to me in light of the the old wounds which never healed. I remember he said" would you like for to call security and have you escorted out?" It was at this time because I can't believe what he just said that I left with my mouth open in disbelief.
I began to say to symbolize how I'm treated, I LOST $60 THOUSAND DOLLARS HERE IN ONE NIGHT! And before I could finish my sentence, It hit me so hard with what's happening here I said to him, I would make a complaint against him and this part really pissed me off. He said with this smile on his face and with total conviction, " go ahead I don't care, I'm in charge here anyway." I don't need a challenge from some low life casino worker you employ.
Next we have a "Tina Browne" who stopped my mail offers without my consent. During the course of this crap, I have sent countless e-mails to customer service. I remember this Tina e-mailed me and stated that a supervise or manager would like to talk to me at my convenience. I e-mailed back several times that I would be on your property and wish to do this in person. I did visit Harrah's and yet no response.
I again e-mailed with the same request and still no reply. All this time I thought the complaint I make from the incident at Caesar's was in my favor and that was the reason why they wanted to talk to me. I still had no answer from them so I just continued to deal with whatever and still was playing at your casinos. I do remember the offers on the web page seem to be getting less and less despite my play.
My tier score in Feb was approx 20,000 and here it is August and it's almost 57,000. The offers I was to get sometimes would have to be accompanied by the post card in the mail. Again, not sure what's wrong I decided to go to the Post Office and question what is going on. Here I am going crazy running around to the Post Office, waiting for mail thinking it was lost? I also had cash coming back from the casino kiosk that was never there. Again, running from Harrah's (NOTHING) and then to Bally's (NOTHING) then to Showboat (NOTHING) Around the second week of August, I decided to call (Tina Brown the host that was appointed to me by (Tina Browne from customer relations.)
It was only after all this aggravation I decided to call Tina brown, the host I never met or answered me with all those e-mails. She answered in a very monotoned voice, "didn't you talk to Tina?" I said, " No! She does not answer my e-mails!" She said, " she flagged your sister (who I requested her companion card be revoked since Feb) and she flagged you."
I asked her what she meant by that? She told me to call, and so I did. Tina told me 3) different reasons why she stopped my mail offers. 1), was because of my outburst at Ceasers, 2) because of the e-mail I hastily sent her where I stated, "I lost my hole life savings of $120,000 and they way they treat me (this was despite me trying to straighten out what I wrote in a haste and correcting it, that it was through the year of frustration and get someones attention) 3, she said, "I spoke to management and we had a meeting and decided if (YOU) have all these problems we thought it be best not to play at any Harrah's casinos.
Wait a minute! I have a problem at your casinos? I spent all year giving input and feedback to better help myself, other patrons and your casino and now it's my fault? The best is nobody made me aware of this and I continued playing at your casino and all my money offers were taken, including any gifts and other things that are part of what I'm entitled to based on my play? How do you think my tier score went from 20,000 in Feb to 56,000 plus, by not playing or playing penny machines? During that time3 I played $5, $25 and $100 machines.
Correct me if I'm wrong, but your advertisement states, "the more you play the more you earn." I never gave consent of any kind to stop my mail offers unless I decide to. Why is it that " Tina", knew this and let me continue to waste money at your casino without my knowledge. This whole thing is now my possible punishment because of my "out burst" or is it, "because of what I wrote in that e-mail" or is it because, "I have too many problems with your casinos, like a chronic complainer?
Why is that I could get cash back based on my play but not cash.gifts, mailings or otherwise because of the above reasons? But yet I'm being discouraged from playing at your casinos? You can't have it both ways and you don't shoot the messenger! This was never about money that I'm losing here. It's simple math, you have a internal management problem where for over a year I'm hearing I'm sorry and the problems still exist.
I could remember back in the day when the dealers and other employees would recall your name, hand you an ass tray, get you a drink and treat you like royalty and respect. Today with the big Goliath run by huge corporate companies it's get them in, get their money
and who cares? Next!
With much explained, I demand you to reinstate what ever I'm entitled to and then I'll make the decision where to best spend my money. I'll never get what I lost and this makes me angry. The manner in which you do business with your high end players disgraceful, deceiving, discriminating, misleading and false advertising. I have shared my experience with many players so they think twice about gambling at your casinos. If it happened to me, it can happen to them.
With the price of fuel surging, an uncertain economy and the new smoking ban that's do to go in affect October 17 you should be thankful people would gamble at all. For what you people have done to me has been a nightmare.
Below is a copy of my win/loss statement to indicate the play I gave Harrah's in 2007.
Most of the numbers came from playing $500, $100, $25 for many hours. You wanted action right?
Aug 25
Here is your requested gaming history statement for the year ending December 31 One of the many benefits of using your Harrah's Total Rewards program card is the ability to obtain a summary of your rated play gaming history. Rated play is defined as total gaming play generated when using your Total Rewards card.
In other words, only play that occurred when your Total Rewards card was inserted into a slot machine or a manual
rating was created at a table game, keno, or sports and race book area is included in this statement.
This statement shows your Net win or (loss), including hand-paid jackpots, reflected in our player rating system for the period requested. A positive number reflects money you have won, whereas a number in parentheses () reflects a loss. The Total Rewards player rating system is not intended for tax reporting, therefore, we make no representations as to either the accuracy of this information or its effectiveness as a proof of losses.
This amount may not include all hand paid jackpots reportable to the IRS on form W2G. The IRS recommends keeping a diary of your gaming activity with
such pertinent information as dates, slot machine or table numbers, jackpots, and total wins and losses. For specific information on tax return preparation and IRS requirements, please consult a tax advisor or the IRS at www.irs. Gov.
Gaming information will not include complete information for 2006 and prior years for the following properties: Bally Atlantic City, Bally Las Vegas, Caesars Atlantic City, Caesars Palace Las Vegas, Caesars Indiana, Grand Tunica, Paris Las Vegas, and Sheraton Tunica. No information on W2G's will be included for Imperial Palace. Windsor gaming information
is listed in US Currency only. Please contact the Windsor property for Canadian dollar totals.
If you would like additional information or have any questions, please visit our website at www.harrahs.com or call
1-800-HARRAHS. Thank you for playing at Harrah's Entertainment, Inc.
GAMING HISTORY STATEMENT FOR THE YEAR 2007
Total Win / (Loss) TRNumber Total W2G
($50,050.00) 15701156116 $204,766.83
Location Slot Win / (Loss) Game Win / (Loss) Other Win / (Loss) Total Win / (Loss) Total W2G
Bally's/WWW/Claridge, Atl Cty, NJ ($1,832.00) ($2,010.00) $0.00 ($3,842.00) $9,300.00
Caesars, Atlantic City, NJ ($21,691.00) $295.00 $0.00 ($21,396.00) $12,716.83
Harrah's, Atlantic City, NJ ($15,237.00) ($9,175.00) $0.00 ($24,412.00) $182,750.00
Showboat, Atlantic City, NJ ($200.00) ($200.00) $0.00 ($400.00) $0.00
Summary ($50,050.00) $204,766.83
Gaming History Department
1023 Cherry Road
Memphis, TN 38117-5423
JOSEPH AMETRANO
PO BOX 147
LINDENHURST, NY 11757-0147
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