ComplaintsforRaging Rivers Waterpark

• Initial Complaint

  08/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My niece asked to be taken to Raging Rivers for her 16th birthday. We came with great expectations. The lemonade was out. The nacho hut was closed. We stood in line for 30 mins only to be told that the card machine was not working. The *** machines weren't working. We purchased a cabanna and weren't given any service. When I asked about the service I was told we would receive water and it never came. Then I asked again about service and the manager told me we didn't reserve the cabanna and will not receive service. I showed him on the website that we were supposed to receive service and he then showed me a piece of paper taped to the counter that came day does not receive service. I told him had we known we wouldn't have purchased the cabanna. He was very ***** and seemed to be irritated. All I asked for was my money back from the cabanna he declined. I will never visit this place again. I would like the refund from the cabanna. We had a party of 8. This is ridiculous

  Business response

  08/21/2023

  Due to staffing Cabana servers the day before, same day rentals do not receive ************** as the sign at the group sales window shows. Online rentals can not be done same day, there fore they are booked in advance to receive service.   It was checked and *************** did not purchase the Cabana online and there fore did not receive service.   We did have Credit Card reader issues that was resolved same day.  We do not stock the *** and it ran out of cash.  We are truly sorry that ******************* visit did not meet her expectations. 

  Customer response

  08/23/2023

  Complaint: 20495353
  
  I am rejecting this response because: I spoke with the manager and he spoke on the website on could not show me on the website that same day didn't receive the same service. Also, the machines may have been fixed but that was temporary. The *** was out of service and no one has to take blame. All I want is my money back for the cabanna.  
  
  
  
  Sincerely,
  
  ***************************

  Business response

  08/23/2023

  Please call our office at ************ so we can process a refund.

  Customer response

  08/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A ***************** Serviceman and I visited Raging Rivers in *******, ******** on June 18th., 2023. Approaching the Daily Admission Pricing, I noticedMilitary ( Whole Party), which consisted of just ourselves. What has angered me is the deception of their sign. I assumed that this meant whole party, a price of $26.99. Not only did I assume, but the military behind us assumed as well. The two workers were dumbfounded by my statement that this was deceptive wording; which held the crowd for thirty minutes. They still were stumped so they called their supervisor, who took another 10 minutes to arrive. He could not figure the problem of the wording, therefore I requested that the Park Manager come down to settle this Hook and Bait fraud. He agreed with me that the sign was misleading but he still would not resolve the misconception of their sign for paying customers. I am so irate and especially angered that this had happened to a disabled veteran. I wanted Raging Rivers to honor the sign, but they would not. I only want what is fair! A Refund..I also would like the sign corrected. ********************************* *****************************************. ***** St. Louis County

  Business response

  06/20/2023

  I called ******** and had a discussion with her.  Unfortunately, there are two sides to a story.  My GM offered multiple times to give her a refund, plus communicated rationally the sign states the individual price per person in a party.  We as a company chose to add additional information to assure no one further trys not to take advantage us again at the park.

   

  Since ******** and friend did not come into the park to enjoy the day. We are refunding her tickets. 

  Customer response

  06/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  07/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  While visiting Raging Rivers, my family, more predominately my nephew, suffered a traumatizing incident. We booked a cabana for my nephews 6th birthday. The cabana was at the top of a hill. The birthday party had several small children that attended. The cabana had a small rope that separated the the cabana from the hill. This cabana was extremely unsafe, specifically for small children and even adults. The unexpected occurred while inside the cabana. My nephew, fell from the cabana and rolled down the hill. We sprinted into action to rescue him. A life guard witnessed the incident occurring but did absolutely nothing. After picking him up, the life guard turned back around. To my knowledge, the life guards have walkie talkies. He did not request anyone to come over and check on the child. No first aid was offered, nor was any supervisor advised after witnessing the incident. A formal incident/complaint was filed before leaving the the establishment. In no way, should those cabanas be offered to parties having small children. More importantly, the cabanas are not properly secured to keep such an incident from occurring. IT IS NOT SAFE. One simple rope, is not an adequate enough barrier. The hill that he fell down is extremely rigid and rocky. If he would have fallen on one of the metal pole sticking out of the grass of hit his head on on elf the mouton rocks it would have been worst than what it was. The manager Jessie was beyond dismissive and and showed any real concern for what occurred. Jeremy, however handled the incident with more empathy.

  Business response

  07/25/2022

  Raging Rivers Waterpark team investigated the situation. The incident did occur at the park.  The park does provide proper protection barriers, ropes and vegetation to avoid customers playing in areas where they are not supposed to be. We always advise parents that they keep kids with in arms reach at all times.  The barriers are their to keep guests on the proper side and not into our gardens for hills.  We also have large grass to keep guest from playing in the specific area.
  
  The young child was playing on the ropes while parents were not paying attention to them. The child flipped on to the hills side and slide 5’-7’ max.  We have grass on the specific location that stop the child from further sliding.  The staff did treat the child for minor abrasions. 
  
  We interviewed lifeguards whom could have seen or heard the guests situation. None reported witnessing or hearing anything.  Management team and safety team did respond appropriately.  Management team offered additional customer service. The family stayed at the park and enjoyed their day at the park.  No further communication about the situation was addressed to us as well.  We are very surprised to be receiving this complaint. Our Cabana server and management staff did check in with the family throughout the day. 
  
  Raging Rivers Waterpark considers this situation closed. ****** ****** is welcome to always reach out to Raging Rivers Waterpark if you she has any other questions, concerns and comments.  We strive to provide the best customer service.
  
  *** *******
  

  
  

  Customer response

  07/25/2022

  Complaint: ********
  
  I am rejecting this response because:

  it is a complete LIE! Its sad when a young child is hurt and there is not an ounce of remorse from the business. At no point was the child playing on the ropes. It is only one single rope. He had just been given a slice of pizza and stepped back and fell. BECAUSE HE IS A SMALL child, he went underneath the rope. He did not flip over it. The so called rope that is up, can't even stop an adult from falling let alone a small child. It's pathetic that this company chooses to place blame on the the child's supervision, instead of implementing change so that this won't happen to another child. And you soulnd't be suspired that the complaint was made. Your staff didn't care then, and its clear that you don't either. You all were extremely dismissive and showed no real concern. Im just thankful that it wasn't as bad as it could of been. And furthermore, I can show a picture of the life guard that witnessed the event and FAILED to act. It is clear that this company is falling to take any responsibility, and lie even if necessary. This establishment is beyond dishonest and unsafe.
  
  
  
  Sincerely,
  
  ****** *****

  Business response

  07/27/2022

  “I wish you the best of luck.  Our team works very hard to providing a safe and family fun waterpark for all ages. “
  

  
  

  Best Regards,

  
  

  *** *******

  Raging Rivers Waterpark

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