4 Customer Reviews
- Date
- Highest Rating
- Lowest Rating
Review from Shawna C
1 star03/27/2024
Auto-renews and makes it very difficult to cancel. They have no working phone number, their chat and text option both tell you to email them. I am awaiting a response but have disputed charges with my bank in the meantime.Review from Suz V
1 star01/21/2024
They make it impossible to communicate appropriately. Scam in my opinion. I know I made sure there was no renewal I checked the box to say no renewal!!! How did it get taken out!!!!!!!! Plus my little girl was sick didnt get to use pogo not once so I asked several times if there was anything they could do??? And they are very cold hearted! With that said they need to o investigate this company,,, because how I repeat how did my preference of not renewing get changed furthermore it should be against the law for companies like this to g if ave auto renew unless you are prompted to o recheck gor the next year!!!!!!
Pogo Pass Response
01/23/2024
***************************** has had an account since 2019 and weve never had an issue before this. It looks like this year, she cancelled all but one of her subscriptions for auto renewal so that is why one pass did auto renew. Renewals only will happen if the auto renewal isnt turned off or canceled in the customers account and we always send a reminder email two weeks prior to any renewal in case a pass holder forgets about the auto renewal and decides they would like to cancel. She obviously is claiming that she tried to turn the auto renewal off or in her words did turn it off. We didnt show the auto renewal being turned off so the pass did auto renew. She later let us know that it auto renewed and that she didnt want to the pass anymore so we happily refunded the order without any issue or run-around. We never make it difficult for pass holders to get a refund when requested in the first 30 days of the order. We unfortunately cant add additional time to unused passes due to venue contracts. We do provide a loyalty discount to previous members and were willing to provide that same discount to *****.Review from Jared B
1 star07/16/2023
DO NOT DO IT!!!! The Pogo Pass is only valid for weekdays (for the most part), which is fine for Summer break and that's why we bought it. But we found that two venues did not accept it (even though no blackout days were listed on the websites of the establishments). We shrugged off the first one, but the second one was troubling. We asked for help from customer service they were absolutely unhelpful and obstinate.Pogo Pass Response
07/17/2023
This is an inaccurate review. I would like to attach the chat history with this customer, but I don't see how to attach that. To summarize, here was the correspondence:
Customer chatted just after midnight on June 13th at 12:16 am stating he had gone to a venue and was not allowed entry. Our system informed him that we were currently closed and would respond as soon as we opened and the CS agent chatted back at 8:49 am saying "Hi *****- Sorry you had an issue. Can you give us more information about this? When did you go, what did the say, etc. We will look into it. Thanks." We receive NO RESPONSE from customer....
Then he chatted in again on June 19th at 1:36 pm stating he was turned away from a venue for a second time...The agent responded within 3 minutes at 1:39 asking which location the customer had gone to and customer responded at 1:42 with the location. Agent texted management asking if they knew if Juneteenth was considered a holiday (as stated on the venue's page as being excluded) and asked the customer to email management directly at ********************************** about the holiday exclusion. We have searched for the customer's name through our **************** email and the customer never emailed them for an explanation. (Or, if he did, did not use this name, ***********************).
Because of capacity limitations, some venues do have black out times/dates, and ALL of those are clearly listed on each venue's page on our website as well as in the customer's App with their passes. We regret having this issue, but always list these so everyone knows available days and times for use. His pass is valid at all the venues listed at the times listed for each one. I am happy to attach screen shots of the venue page showing available times for use, as well as the actual chat conversation I referenced above if you would like that. Thank you!
Review from Tracey F
1 star07/05/2022
They can change terms at any time and they do! They can drop number of visits, venues, etc at any time during your pass. Do not buy unless you are planning to use everything immediately. If you would like to spread your entertainment out, you will be out of luck when they drop it AFTER you give them your money.Pogo Pass Response
07/07/2022
We're sorry you didn't understand how the venue agreements work. As we told you on the chat correspondence, because everyone buys the pass at different times throughout the year, no one is guaranteed that a venue will be available during the year that an individual has their pass. (Venue contracts expire at different times as well). This is stated up-front in the terms when people buy so they know that. But it also works the other way- You also get any new venues added during your one-year membership which weren't on the pass when you bought it. So, it always works out to be fair (and almost always in favor of new venues being added) in the end. We don't like changes with the venues either, but always work to keep the value great in order to continue to sell lots of passes. We've been in business for over 10 years and have a 92% retention rate over that time with all our venue partners and a 117% addition rate during memberships. (Meaning we have added more venues during someone's membership than have been lost). That is an amazing number and we will continue to work hard to keep the value of the pass strong! Thanks.
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