CHARLOTTE, N.C. — The Ritz-Carlton in Charlotte will repay customers who paid hidden surcharge fees during the CIAA basketball tournament in February, Channel 9 learned Monday morning.
Attorney General Roy Cooper, The Ritz and the CIAA reached an agreement and in it, The Ritz will give refunds to impacted customers.
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Consumers who visited the Lobby Lounge at the Ritz in Charlotte during the CIAA Basketball Tournament in late February, 2015 complained that an extra service charge was unexpectedly added to their bills. Following those complaints, the Attorney General's Consumer Protection Division launched an investigation into the charge.
"Being upfront with consumers about fees is always the best way to do business," Cooper said.
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The Ritz is required to notify future customers about special service charges and the luxury hotel chain will also donate $75,000 to the CIAA.
It will also pay $5,000 to the North Carolina Department of Justice.
How to claim refunds
Eligible consumers have 90 days to apply to get their money back. Consumers who believe they are eligible for a refund should take the following steps:
- File a consumer complaint with the Consumer Protection Division online.
- Call 1-877-5-NO-SCAM toll-free within North Carolina to request a complaint form in the mail, or send a letter requesting a refund to:
Consumer Protection
Attorney General's Office
Mail Service Center 9001
Raleigh, NC 27699-9001
Include a copy of your bill, credit card or bank statement, or some other record that indicates the amount of service charge paid.
The Attorney General's Office will forward all requests for refunds to the Ritz. Consumers who have previously filed a complaint with the Attorney General about Ritz service charges do not need to file a new complaint.
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