ComplaintsforTreetop Quest Gwinnett, LLC

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Today was the last day of the camp at the Gwinnett ***************************** and we live over an hour away so I decided to pay for my daughter and I to go through the ropes course. After getting our harnesses on there was a peal of thunder and they closed down the course. When I asked for a refund they refused. I called the customer care line and was refused a refund; they offered me a rain check, but since we live so far away it is not feasible to go back. Now I am out over $100.00, which might not seem like a lot to many people, but it is to a high school teacher. I'm not sure if it was exactly $105.00 as they did not offer me a receipt.

• Initial Complaint

  11/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Treetop Quest advertised their Black Friday season passes availability - but nowhere on the site does it openly disclose that the business is shut down from November - March, thereby making the season passes unusable for a 5 month period. In fact, the marketing used is deliberately misleading, stating on their main page: 2022 Treetop Quest Season Passes BLACK FRIDAY SALE SAVE 35% ON 2023 SEASON PASSES No promo code is necessary, prices are already discounted.Season Passes allow you to enjoy the outdoor adventure from spring to fall. Escape to the trees and discover the excitement of an aerial adventure!With 4 locations in Gwinnett (**), ******** (**), ********** (**), and ****** (**), youll enjoy outdoor adventures from park to park! Season Passholders enjoy Unlimited Daily Admission during the 2022 season, 25% off when you bring a friend, and 25% off select merchandise. The wording led me to believe that these passes - purchased today - could be used for the 2022 season (as in right now). However it did not state that the season closed today for the rest of the winter.I am requesting a refund which the company is refusing to honor stating that they have clearly indicated no refunds are to be given, despite their misleading advertising on their website. There is no language stating that the operational season is closed November through March.

  Business response

  11/30/2022

  Treetop Quest Gwinnett is a seasonal business that operates March to November of each calendar year. Because of our activitys dependence on weather, we close each during the months of December, January, and February.Our off season is used to help guests avoid the cold weather, allows us to tackle large projects, training new operators, and performing detailed inspections and maintenance of our parks as required by our industrys governing body.
  
  Unlike other activities, because there is a part of the year where we are operationally closed, our membership passes are sold as season passes, meaning that they are limited to use during the season for which they are purchased for, not just a year from the date they are purchased. The only passes currently on sale on our website are for our 2023 Season, and when purchasing a pass of this type, there is a bounty of helpful information on the Season Pass information page that helps to allow consumers to make an informed purchase regarding their membership with us. Among that information on the webpage, it states that 2023 Season Passes of any age type are good for Unlimited visits to Treetop Quest's Dunwoody, Gwinnett, ******, and ********** parks during the 2023 season, when booked in advance and that Online sales are final. Season passes are non-transferrable and valid for the year purchased. Consumers also have the opportunity to read over the Season Pass Terms & Conditions prior to payment which state that The 2023 Treetop Quest Season Pass cannot be cancelled, refunded, or exchanged for cash,except as required by law and that Purchase or use of a Treetop Quest Season Pass and/or booking with Treetop Quest constitutes acceptance of the terms.
  
  While there was a prior Season Pass sale in October that did allow for use of the new 2023 Season Passes during the remainder of our 2022 Season, the Black Friday sale of 35% off on 2023 Season Passes that ran most recently did not include that option because the discounted price was even higher than the sale in October, and because we were mere days away from our winter closure. Upon the launch of the Black Friday sale, season passes purchased from then on were clearly specified that they were only valid during the 2023 Season, as specified on the Season Pass informational page aforementioned.
  
  Our 2022 Season just resolved on Sunday, November 27th,so prior to then, our Hours of Operation webpage did state that we were still open for the 2022 Season and directed consumers to our Tickets Operational Calendar to view current availability, for which it can be seen that no dates were being offered through our 3-month winter closure of December, January, and February.As of Monday, November 28th, after our last operational day of the 2022 Season had officially passed, the Hours of Operation page has been updated to show that we are closed for the season and makes note of our reopening in March of 2023.
  
  All 2023 Season Passes purchased for any age type are valid for the entirety of our 2023 Season when we reopen in March of the upcoming year.From then on, there is still a bounty of opportunity that year for the value of the pass to be utilized within operational hours. We are looking forward to our season reopening in March and towards seeing all our new 2023 Season Passholders out at the park in the new year. 

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