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ComplaintsforBoston Ski & Sports Club
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Complaint Details
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Initial Complaint
02/16/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I booked a ticket on 01/26/22 for a bus ride/ski pass to ************ departing 1/29/22. My bus ride/ski pass was cancelled by BSSC (Boston Ski and Sports Club) due to weather and I was notified of cancellation on 1/28/22 via email. The email said I need to choose and respond to 1 out of 3 options: 1 - Choose a credit for another trip at a later date 2 - Choose another date to book now 3 - Choose full refund. Then the email states "reply back confirming you have received this e-mail and what option you would like to choose. If I have not heard from you by 5:00 PM tomorrow, I will give you a call."I replied back requesting a refund. I never got a refund nor received a call.Mistakes happen. Maybe they just missed my email. Honest mistake, it happens.But here is my main point/complaint - Let's just say they made an honest mistake and didn't see my response to their email with me opting for the refund or, for that matter, didn't see any response from me at all... At the end of the day, shouldn't they just default to refunding the customer ? I think so. But instead, they choose to send an email with multiple options and if they don't get a response, they opt to just keep your money. I could have not seen their email and if I didn't keep a close enough eye on my CC statements - I would be unknowingly charged for a trip THEY cancelled and did not refund me for. Just seems like shifty and unethical business practice to me.Business response
02/17/2022
Hi ************************** very sorry that your experience left you feeling that we were acting in an unethical way. When we cancel a trip, our procedure is to email all participants and provide options for a credit/transfer/refund to serve a couple of purposes. First, we want a reply from customers because it helps us to confirm that all received the important message of the cancellation and wont show up at a bus stop at 5am. Second, we have found that over half of our ski customers wish to re-book, so this helps them do that immediately. For the few customers whom we havent heard back from by 5pm on the day before a trip, to ensure they got the cancellation message, we reach out by phone, usually leaving voicemail messages. We then give folks a couple of weeks to make the refund/rebook decisions. Our records show an email from you to our ski program manager yesterday requesting the refund, which he immediately processed. I can provide you with the date, transaction number and other refund details if you would like, but will not include here for privacy purposes. If you contacted us sooner than that, I apologize that we missed it. That trip had over 50 customers whom we were trying to reach, and it is possible that we inadvertently missed someone.
With all that said, I appreciate the feedback and can understand how our procedure may have come across negatively. As a business in good standing for ************************************************ service, I assure you that it is never our intention to withhold refunds, and we will revise our emails to explicitly state that if we havent heard their refund/rebook decision by a certain date, that we will automatically process a refund.
Again, were sorry for your experience, and we hope that you will consider joining us on another trip.
***************************CEO
Boston Ski and Sports Club
*********************
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.