ComplaintsforTPC Harding Park

• Initial Complaint

  12/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a golf tee time online at tpc.com for play at Harding Park on December 4th, 2022. The rates offered were as follows:$95: Resident $138: ******** Resident $99: Non-Resident I booked the non-resident rate given it was an attractive rate given the last minute tee time I was booking.When I arrived at the course, I went to pay the $99 and was accused of clicking the wrong rate button. The person at the front desk stated that I chose the resident rate, when I clearly did not, and I then advised the gentleman that they are advertising fake prices and requested they honor the tee time rate that I chose online. I compared it to a Black Friday special where you go to pick up your merchandise and the store laughs you off and says that's not what we advertised online. If you post a price online, and have no signage to warn people of the errors on your website, then the price should be honored.I left the store without paying but was extremely inconvenienced given I had driven to the course to play and spent 2 hours of my morning preparing for this round at the price of $99.I then called the pro shop and spoke to another individual who gave me the general manager's number. I have left a message for ***************** with no resolution. The female individual confirmed that the website has been sharing incorrect pricing for some time and that this is a known issue that they are clearly not sharing with clients until they check in.I would like to request a free round of golf given they are clearly fraudulently advertising fake prices to play their golf course. If that is not possible, I would like $1,000 for time spent, gas, travel, and the accusations that the pro shop accused me of in saying I am lying about their pricing. I have not experienced such a miserable experience at any merchant in some time. I have played golf for 33 years and I NEVER experienced the change of a price from online to checking in. It just doesn't happen. Thank you.

  Business response

  12/13/2022

  Regarding the scenario around the complaint, the guest is correct in that our website displayed the incorrect pricing and staff did not honor that at time of check-in on Saturday, 12/3.  This created a very poor experience and the guest did not play.  The guest contacted me directly on 12/4 (Sunday) and left a voicemail.  I was off on that Sunday but responded to the guest on Monday, 12/5 with a phone call.  I apologized to the guest as he was correct and we were wrong.  The pricing shouldve been honored as it was our mistake.  As a proposed resolution, the guest was invited to play, at no charge, in a practice round for an upcoming tournament on 12/10 that he was scheduled to play in.  The guests schedule did not allow for him to take advantage of this offer.  In addition to this invitation for a practice round, we extended complimentary golf to be used in the future when his schedule permits.  This offer was emailed directly to the guest on 12/5 after our phone conversation.  The guests response on 12/7:

   

  Thanks again for the call.  I think Ill come up Friday but will probably just spend time at the practice green working on putting/chipping to get the green speeds down.  Will follow up with you on a later date in terms of actually playing.  Thanks.

   

  After learning of this scenario, and responding within 24hrs to the guest, we conducted an investigation into our website where a glitch was found in advertising the incorrect rate under certain criteria.  This was corrected.  Additionally, we conducted a training session with our golf shop staff on how to handle a scenario like this should it happen in the future.

   

  We feel our response time, resolution, investigation into the website and staff training was all appropriate for this scenario.

   

  Please feel free to contact me directly should you have any questions or concerns.

   

  Thanks,

  *****************, PGA
  General Manager
  
  TPC Harding Park
  99 Harding Rd.

  *************, ** 94132

  Office: ************
  ***********************

   Host of the 2020 PGA Championship

   

  Business response

  12/13/2022

  Regarding the scenario around the complaint, the guest is correct in that our website displayed the incorrect pricing and staff did not honor that at time of check-in on Saturday, 12/3.  This created a very poor experience and the guest did not play.  The guest contacted me directly on 12/4 (Sunday) and left a voicemail.  I was off on that Sunday but responded to the guest on Monday, 12/5 with a phone call.  I apologized to the guest as he was correct and we were wrong.  The pricing shouldve been honored as it was our mistake.  As a proposed resolution, the guest was invited to play, at no charge, in a practice round for an upcoming tournament on 12/10 that he was scheduled to play in.  The guests schedule did not allow for him to take advantage of this offer.  In addition to this invitation for a practice round, we extended complimentary golf to be used in the future when his schedule permits.  This offer was emailed directly to the guest on 12/5 after our phone conversation.  The guests response on 12/7:

   

  Thanks again for the call.  I think Ill come up Friday but will probably just spend time at the practice green working on putting/chipping to get the green speeds down.  Will follow up with you on a later date in terms of actually playing.  Thanks.

   

  After learning of this scenario, and responding within 24hrs to the guest, we conducted an investigation into our website where a glitch was found in advertising the incorrect rate under certain criteria.  This was corrected.  Additionally, we conducted a training session with our golf shop staff on how to handle a scenario like this should it happen in the future.

   

  We feel our response time, resolution, investigation into the website and staff training was all appropriate for this scenario.

   

  Please feel free to contact me directly should you have any questions or concerns.

   

  Thanks,

  *****************, PGA
  General Manager
  
  TPC Harding Park
  99 Harding Rd.

  *************, ** 94132

  Office: ************
  ***********************

   Host of the 2020 PGA Championship

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩