Last week my daughter who is in college had the same problems that many others are having with Ramada Plaza Resorts. She spent several hours on the phone with different people-Kevin Taylor, who is alledgely a Sr. Manager, And several different customer service reps. All she wanted was to cancel what she originally thought was a good deal, but also one that she never authorized. She listened to their entire spiel, and said no. But later she found out that they had already charged her bank account almost $700.00.
Of course she immediately called them, and after being treated rudely, being yelled at, and being hung up on, she some how got hold of Mr. Kevin Taylor who told her that he would take care of it right away and that her account would not be charged! He also told her that he would talk to the employee involved and that "it would be handled". He told her how sorry he was that this had happened, and that it should never have been processed.
When she called me the following day (she wasn't sure what to do now) they had charged her account and she was worried that her rent payments and other things would bounce. Then she filled me in on what had happened, the name of the company and all the phone numbers that she had. And also that she had already cancelled it, so why was it showing up on her account? Granted it was just showing as pending... But still it shouldn't have been doing that!
I was surprised at how rude these people could be! When I called trying to help her out I was told that Mr Taylor had nothing to do with the sales and that there was no way she could have talked to him. Then the young woman in his office told me that I could call the customer service number 1-800-203-9783 and talk to someone there, but that it wasn't her problem. When I tried to ask a question, she told me to "shut up and listen or else I'll just hang up on you" (Rude to the extreme)
Next I called the customer service number, the first guy hung up on me after telling me that it wasn't his department, and besides if my daughter was that dumb she got what she deserved. Calling back, and trying again, I was told that it was none of my business, that they didn't do refunds/cancellations and just to deal with it.
Third call on Friday July 6th went some what better when the young man I got on the phone tried to help me (or at least it seems that way) After explaining what had happened, and that this had already been cancelled, wanting to know why it was charged to the account, he told me that there was nothing there to show that it had cancelled. So he told me that he would take care of it and I could call back later. I told him no, that he could do this now while I was on the phone and then he could give me the cancellation confirmation number right away. That way time would not be wasted.
After about 10 minutes of arguing he finally did do it my way. Gave me the needed number and said that it would be back in her account in 3-5 days. Well that was today, and instead the money had come OUT of her account, not gone IN!
So today before I called them back, I decided to do some more checking, and wow, I found a ton of stuff. People like her, and with the same problem! After reading all the reports on this site and a couple of others, I made my plans to call. But this time slightly better prepared. Knowing what the law said, what statutes Florida has in place, the times that this company has been sued (and lost), and what other people have tried and found to work.
I was assured that the money would be credited back to her account. I don't know when she will get her money back, but I do know that she will. So, now we just wait and see what happens. And regardless, she will take the next step and file the complaints, and hopefully the State of Florida will do something serious about his company!
So for others in the same position, take heed. Be prepared when you call back, get names, ID numbers, keep a written log everytime, of what you talk about and to whom you are talking to. Have the information on the laws both in Florida and your state. And file a complaint with every state office that you can. Tell your friends about it, so that word gets passed around about this company and their way of doing business. When you do call them, be firm, direct, and tell them "this is what I want NOW" not down the line. And "NO" works real well also!
MLB
somewhere
U.S.A.
0 comments