Complaints

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• Initial Complaint

  Date:07/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Due to weather the ride was unable to operate within the time frame while we were present. Together as a group we spent $75, per the company website refunds or rain checks are provided. We are unable to go back and wanted the refund, the President *** ****** refused to refund and threatened to call the cops. We were given a business card to seek legal action if we wanted. Issue happen 7/15/23 between 2pm-4pm. We also brought up how other patron continued to cut in line and ere told they allow family members to hold spots in line so if they end up getting to ride more than others then “it happens and we can’t enforce it.”

  Business Response

  Date: 08/28/2023

  We do offer rainchecks if there is inclement weather and customers choose not to wait it out. On the day referenced in the complaint we did have a storm that required us to go on a lightening hold for the mountain coaster for customer safety. We were on hold approximately 45 minutes. We did offer a raincheck per our policy and unfortunately the customer declined the offer. Our rainchecks are valid for either summer or winter use and have no expiration date which is not the industry standard but we feel that if a customer is unable to use the purchased tickets at the time of purchase, the customer has every right to use the tickets at any time in the future.

  When purchasing tickets there are abundant signs stating that tickets are non-refundable and all sales are final. We also verbally tell all guests this, especially if there is a chance of inclement weather.

  When the customer came to demand a refund he was very aggressive and loud, he was scaring our ticket seller which is why *** ****** (owner) was called to handle the situation. Mr. ****** only threatened to call the police when the customer approached him in a threatening way and refused to leave the property. We pride ourselves on customer service and would have been willing to work better with the customer if he had not been so irate and threatening. The customer demanded that we give him a business card so he could sue the park, we obliged and also gave the customer the rain check.

  Before the customer and his family left the park the mountain coaster was operating again.  We told the customer he and his family could ride the coaster right then (despite his behavior we still were happy to honor his tickets and let them experience the coaster) but he declined. At this point we made sure he knew he could come back in the future and ride the coaster, his response was still "just give me a refund, you don't want me back at the park".

  We are a family attraction and receive great compliments on our customer service and willingness to work with customers who have complaints. We take all complaints seriously and try our best to remedy all situations so customers are satisfied, however we do not tolerate mistreatment of our employees by customers.

   

  Customer Answer

  Date: 08/28/2023

  Complaint: ********
  
  I am rejecting this response because: as of 07/15/23 the business website clearly states a refund or rain check will be issued. We rejected the rain check as we are unable to return. I am also rejecting the claim of hostility on my part. The business has cameras and can provide evidence of the interaction showing the business owners attempt to be hostile and threatening towards me. That’s when he was asked three separate times to get out of my face. The third time he did and threatened to call the cops. The business has still failed to uphold its website policy based on the date we went to the park. If needed I can locate weather charts to confirm storms. As I said before we are unable to return to Rio Doso and no longer want to go the the park based off of the demeaning behavior of the staff and the owner. We want the full refund as per his website from 7/15/2023 as pictured in my attachments. To try and cover up and continue to extort money from patrons he has since had the website changed. We did not receive the service we paid for therefore we are legally obliged a refund of our money as services were not used.
  
  
  
  Regards,
  
  ****** ********   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]