Date of Incident: Thu. Jan. 18, 2007
Today I arrived home and in my mail was an envelope from one of my credit card companies. Inside was a check for $10.00. I always hate when I get these kind of offers as you know there is a catch. But as I always do with these offers, I read them.
The front had no catches other than "cash or deposit by 02/13/07". On the back, it is a 2% cash back offer up to a maximum of $5,000 of new purchases. Oh and the big thing, it costs $109.99 for an annual membership fee.
So basically, there is nothing in this for me.
So who thought up this one?
Thursday, January 18, 2007
No Lower Rate for you
Date of Incident: Thu. Jan. 18, 2007.
Place of Incident: The phone
I have a credit card with a major credit card company in the U.S. Last year, I started my financial health and called them to get a lower rate as I was doing other companies.
They told me as they've done before, "No." I asked as I've asked before, why not. They said, well your account is closed. I politely asked why and they said they don't know, but its been closed since 2004. I was quite puzzled as the statment I was looking at did not indicate that and it actually showed an available credit line.
I asked some more and they said that if your account is closed they cannot lower the interest rate. I was a little angry as the inerest rate is 29.99%. So any lowering would save me money.
Annoyed I asked for the customer service contact information, which I was given. I was too upset, so I did nothing with it.
Today, I called again and of course was told the same thing, except this time around the really pleasant agent had me hold and went and researched the whole thing. Apparently back in 2004, I had called and asked to get on a payment plan with them, this action subsequently closed my account and I was sent a letter to that effect. No memory of the letter here.
She did give me a fax number to file my written complaint after I requested it. She was also very pleasant and apologized for not being able to adjust the rate.
My faxed letter will go out tomorrow. Let's see how that goes.
Place of Incident: The phone
I have a credit card with a major credit card company in the U.S. Last year, I started my financial health and called them to get a lower rate as I was doing other companies.
They told me as they've done before, "No." I asked as I've asked before, why not. They said, well your account is closed. I politely asked why and they said they don't know, but its been closed since 2004. I was quite puzzled as the statment I was looking at did not indicate that and it actually showed an available credit line.
I asked some more and they said that if your account is closed they cannot lower the interest rate. I was a little angry as the inerest rate is 29.99%. So any lowering would save me money.
Annoyed I asked for the customer service contact information, which I was given. I was too upset, so I did nothing with it.
Today, I called again and of course was told the same thing, except this time around the really pleasant agent had me hold and went and researched the whole thing. Apparently back in 2004, I had called and asked to get on a payment plan with them, this action subsequently closed my account and I was sent a letter to that effect. No memory of the letter here.
She did give me a fax number to file my written complaint after I requested it. She was also very pleasant and apologized for not being able to adjust the rate.
My faxed letter will go out tomorrow. Let's see how that goes.
Sunday, January 14, 2007
Membership does not always have its priveleges
Date of Incident: Sat. Jan. 13, 2007 at 4:20p.
Place of Incident: A full service hotel chain in Washington, D.C. USA
It is funny how people always complain about airlines having high fares, but when you call a hotel, the first rate they quote is not always the lowest rate; you usually have to ask for the lowest rate. And why do full service hotels charge for Internet access, while the small chains don’t? But I digress...
I was trying to find a room in Washington D.C. this past weekend; after searching for a while, I found one at a chain for which I am a top member of their Frequent Stayer program.
When I arrived at the hotel, I was not greeted as a member of the program (I should have been) and the check-in experience was crap. The agent never looked me in the face the whole time. I even had to wait quite a while for the check-in as the check-in agent was playing Concierge. It was odd as I did notice a camera pointing at the check-in area so there was someone watching to see how long that line was. Eventually when the line got longer he came out and helped someone else.
I overheard the check-in experience for the couple next to me (the guy was loud) and all the things I did not get, but should have, they were getting; I am not even sure if they were a member of the Frequent Stayer program.
I had to even ask the agent for the upgrade for which I was due. She did give me an upgrade, but that was about it.
I made my way up to the floor, only to find out that it was a smoking floor. Geez, do you think she could have checked to see that my initial reservation was for a non-smoking room? When I tried the key, the green light came on, but the door did not open. Annoyed, I went back downstairs to the front desk.
Once there, the other nice agent who was now free explained that I needed to pull the handle upwards (how weird). I also said that the floor was a smoking floor, and the agent who checked me in started to argue with me that it was not. The good agent then told her that that floor is a smoking floor this weekend (which I though was weird that they alternate a smoking floor).
The initial agent then gave me a room on the fourth floor of the 12 floor hotel. That initial room was on the 7th floor. I wanted to ask for higher floor as my reservation had requested, but by this time I had had enough.
Once I got up to the room, I was a little annoyed as the room had a view of the roof of the conference rooms and another building. It is a good thing that I am at the top of their tier; otherwise I would have had a picture of a window!
I called down and spoke to the manager; who at first was great. She checked my profile and found out my tier level and said that I was already upgraded; I had thought that my upgrade should have been to the Executive floor, but I was mistaken apparently.
I repeatedly said that I was not happy with the experience. Funny that the recording while I was on hold, said that if you are not happy with anything you should call. I wish they would live up to their own standards.
She then said that there was nothing she could do to make me feel more "loved." I asked for a complimentary breakfast; she said "no," I asked for complimentary Internet access and she said "no" as well. Citing that that is the one thing she cannot do. I was quite taken aback as all she had to do was decrement my room rate the amount that the external company charged for the Internet. Dejected, I told her goodbye and that I was not happy at all and I'd write a letter about my experience. I must give her credit as she was pleasant all the time.
Later that night I wanted some water and saw a bottle on the desk, it was $2.95! Good Lord!
This morning, I asked for a late check out; the guy without looking at my profile said no. So I calmly said, I thought that members of the program got late check out as a courtesy. He said you have to be at the top tier (which is not true, all members do). I said, “I am.” He paused and offered 12:30p, I said 2p, then he said 1p. So we settled on that. By the way, their policy is to give until 2p. which is what the couple got who was checking in next to me the day before.
I filled out the comment card when I left, this morning, but I am sure nothing will come of it. I will also send a letter to Corporate and see where that goes.
Place of Incident: A full service hotel chain in Washington, D.C. USA
It is funny how people always complain about airlines having high fares, but when you call a hotel, the first rate they quote is not always the lowest rate; you usually have to ask for the lowest rate. And why do full service hotels charge for Internet access, while the small chains don’t? But I digress...
I was trying to find a room in Washington D.C. this past weekend; after searching for a while, I found one at a chain for which I am a top member of their Frequent Stayer program.
When I arrived at the hotel, I was not greeted as a member of the program (I should have been) and the check-in experience was crap. The agent never looked me in the face the whole time. I even had to wait quite a while for the check-in as the check-in agent was playing Concierge. It was odd as I did notice a camera pointing at the check-in area so there was someone watching to see how long that line was. Eventually when the line got longer he came out and helped someone else.
I overheard the check-in experience for the couple next to me (the guy was loud) and all the things I did not get, but should have, they were getting; I am not even sure if they were a member of the Frequent Stayer program.
I had to even ask the agent for the upgrade for which I was due. She did give me an upgrade, but that was about it.
I made my way up to the floor, only to find out that it was a smoking floor. Geez, do you think she could have checked to see that my initial reservation was for a non-smoking room? When I tried the key, the green light came on, but the door did not open. Annoyed, I went back downstairs to the front desk.
Once there, the other nice agent who was now free explained that I needed to pull the handle upwards (how weird). I also said that the floor was a smoking floor, and the agent who checked me in started to argue with me that it was not. The good agent then told her that that floor is a smoking floor this weekend (which I though was weird that they alternate a smoking floor).
The initial agent then gave me a room on the fourth floor of the 12 floor hotel. That initial room was on the 7th floor. I wanted to ask for higher floor as my reservation had requested, but by this time I had had enough.
Once I got up to the room, I was a little annoyed as the room had a view of the roof of the conference rooms and another building. It is a good thing that I am at the top of their tier; otherwise I would have had a picture of a window!
I called down and spoke to the manager; who at first was great. She checked my profile and found out my tier level and said that I was already upgraded; I had thought that my upgrade should have been to the Executive floor, but I was mistaken apparently.
I repeatedly said that I was not happy with the experience. Funny that the recording while I was on hold, said that if you are not happy with anything you should call. I wish they would live up to their own standards.
She then said that there was nothing she could do to make me feel more "loved." I asked for a complimentary breakfast; she said "no," I asked for complimentary Internet access and she said "no" as well. Citing that that is the one thing she cannot do. I was quite taken aback as all she had to do was decrement my room rate the amount that the external company charged for the Internet. Dejected, I told her goodbye and that I was not happy at all and I'd write a letter about my experience. I must give her credit as she was pleasant all the time.
Later that night I wanted some water and saw a bottle on the desk, it was $2.95! Good Lord!
This morning, I asked for a late check out; the guy without looking at my profile said no. So I calmly said, I thought that members of the program got late check out as a courtesy. He said you have to be at the top tier (which is not true, all members do). I said, “I am.” He paused and offered 12:30p, I said 2p, then he said 1p. So we settled on that. By the way, their policy is to give until 2p. which is what the couple got who was checking in next to me the day before.
I filled out the comment card when I left, this morning, but I am sure nothing will come of it. I will also send a letter to Corporate and see where that goes.
Monday, January 1, 2007
I don't believe you
Date of Incident: Mon. Jan. 1, 2007 at 1:50p.
Place of Incident: A parking facility in Houston Intercontinental Airport, Houston, TX
On Jan. 1, 2007, I returned from a trip to Japan with a friend of mine. It was a six-day trip which involved us visiting three major Japanese cities.
Once we arrived at the airport and cleared Immigration and Customs, we realized that we were missing the parking ticket. We did have the ticket for the location of the car though. We knew we were in for an interesting time, but then we remembered the exact time we arrived at the parking lot as we were actually late for our flight. We should not have a problem we thought.
We waited for the parking shuttle for about fifteen minutes, I saw one coming abou two lanes over. I signalled to the guy thinking that he saw us, but alas, he drove away without even stopping. Of course we were furious as we had already waited fifteen minutes. I called and asked them to have the driver turn around and come back; the lady said she would, but actually another bus showed up in about 7 minutes.
The driver, a lady was very pleasant and greeted us well. We told her what happened and she apologized on the driver's behalf. She also took the time to wish us both a Happy New Year which we reciprocated and tipped her on our departure from the bus.
We got into the car and searched some more for the parking ticket. Still no sign of it. We got to the gate and told the agent there that we do not have our ticket, but we knew that we arrived on Wed. Dec. 27, 2006 at about 9:45a, it was now about 1:50p.
She then asked us for our itinerary, I said we did not have it, as we did not. So I said, I guess you don't believe me when I told you we arrived last Wednesday, do you? She said, "Sir, i need your itinerary." I then took out my passport and showed her the stamp that said Tokyp, Japan Dec. 28, 2006. She still did not get it. I said our flight was at 10:45a on Dec. 27, 2006 and we arrived into Tokyo on Dec. 28, 2006. She still insisted to see the itinerary. I insisted that the passport stamp was sufficient as I did not have the itinerary. Thank God this was an international trip.
As we talked to her, there was another agent with her who walked off to the line of cars behind us. We thought it rude that she did not mention that she was leaving. Her body language showed that she was disgusted with us.
She then began to tell me about her procedures, for which I did not care to listen, but listened anyway. She then finally took the passport and asked me for an ID. I said, the passport you are holding is an ID. She then said I need an ID. So I said, you have it in your hand. She then said she needed another piece of ID; good grief, I guess my passport is a fake! I then gave her my driver's licence. [Their policy is to get two pieces of ID, I wonder what would happen if I did not have another piece of ID]
They took the paperwork and copied them and then returned them to me. I asked if one does not have their itinerary, what would happen; they said they would look at the video tapes. I wondered how long do they keep the video tapes?
Meanwhile, my friend had to fill out a "lost ticket" form that included his life story plus his insurance and registration information.
After all the documentation, we were charged from Wed. to Mon. as we should have. Now that I think about it, it sounded like we were overcharged, as it was about $30 or so and I thought the daily rate was $3.50, there must be a boat load of taxes...
During all this I asked to speak to the manager and guess what the lady who was being nasty is the Assistant Manager! She did give me her name and the business card of the manager though. She was at least polite about that part.
The thing that ticked us both off is that she thought we were lying and she kept talking instead of listening to what we had to say. I think if I wanted to lie, I would have said I arrived the day before, I would not have said 6 days ago.
A complaint letter is on the way to the Manager of that sad operation.
Place of Incident: A parking facility in Houston Intercontinental Airport, Houston, TX
On Jan. 1, 2007, I returned from a trip to Japan with a friend of mine. It was a six-day trip which involved us visiting three major Japanese cities.
Once we arrived at the airport and cleared Immigration and Customs, we realized that we were missing the parking ticket. We did have the ticket for the location of the car though. We knew we were in for an interesting time, but then we remembered the exact time we arrived at the parking lot as we were actually late for our flight. We should not have a problem we thought.
We waited for the parking shuttle for about fifteen minutes, I saw one coming abou two lanes over. I signalled to the guy thinking that he saw us, but alas, he drove away without even stopping. Of course we were furious as we had already waited fifteen minutes. I called and asked them to have the driver turn around and come back; the lady said she would, but actually another bus showed up in about 7 minutes.
The driver, a lady was very pleasant and greeted us well. We told her what happened and she apologized on the driver's behalf. She also took the time to wish us both a Happy New Year which we reciprocated and tipped her on our departure from the bus.
We got into the car and searched some more for the parking ticket. Still no sign of it. We got to the gate and told the agent there that we do not have our ticket, but we knew that we arrived on Wed. Dec. 27, 2006 at about 9:45a, it was now about 1:50p.
She then asked us for our itinerary, I said we did not have it, as we did not. So I said, I guess you don't believe me when I told you we arrived last Wednesday, do you? She said, "Sir, i need your itinerary." I then took out my passport and showed her the stamp that said Tokyp, Japan Dec. 28, 2006. She still did not get it. I said our flight was at 10:45a on Dec. 27, 2006 and we arrived into Tokyo on Dec. 28, 2006. She still insisted to see the itinerary. I insisted that the passport stamp was sufficient as I did not have the itinerary. Thank God this was an international trip.
As we talked to her, there was another agent with her who walked off to the line of cars behind us. We thought it rude that she did not mention that she was leaving. Her body language showed that she was disgusted with us.
She then began to tell me about her procedures, for which I did not care to listen, but listened anyway. She then finally took the passport and asked me for an ID. I said, the passport you are holding is an ID. She then said I need an ID. So I said, you have it in your hand. She then said she needed another piece of ID; good grief, I guess my passport is a fake! I then gave her my driver's licence. [Their policy is to get two pieces of ID, I wonder what would happen if I did not have another piece of ID]
They took the paperwork and copied them and then returned them to me. I asked if one does not have their itinerary, what would happen; they said they would look at the video tapes. I wondered how long do they keep the video tapes?
Meanwhile, my friend had to fill out a "lost ticket" form that included his life story plus his insurance and registration information.
After all the documentation, we were charged from Wed. to Mon. as we should have. Now that I think about it, it sounded like we were overcharged, as it was about $30 or so and I thought the daily rate was $3.50, there must be a boat load of taxes...
During all this I asked to speak to the manager and guess what the lady who was being nasty is the Assistant Manager! She did give me her name and the business card of the manager though. She was at least polite about that part.
The thing that ticked us both off is that she thought we were lying and she kept talking instead of listening to what we had to say. I think if I wanted to lie, I would have said I arrived the day before, I would not have said 6 days ago.
A complaint letter is on the way to the Manager of that sad operation.
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