ComplaintsforFalconhead Golf Club
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Complaint Details
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Initial Complaint
06/24/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 6/20/24 my brother and I visited the golf course. My brother, decided to play for the first time ever (instead of riding along w/ me per usual) He spent over $170 to rent a set of clubs and pay the course fees for the round. By my assessment the Callaway Rogue clubs he rented were 2-4 years old and 1-2 generations removed from the newest releases from Callaway (this would affect the retail value of any club in the set)When he rented the clubs no one mentioned to him a policy under which the renter would be held accountable should any club fail or become damaged. In my experience the course would likely have its property insured and would be able to easily ***air/***lace equipment through its pro shops partnerships with golf manufacturers.At the 17th tee, my brothers attempt at driving the ball resulted in the drivers shaft breaking. At the time the club broke I evaluated it and observed that the driver had two streams of different colored tape around the lower shaft, indicating possible preexisting dis***air. We returned the clubs to the same staffer who provided the rental. He assessed the damage routinely, made no mention of a policy by which my brother would be held financially responsible for the damaged club and bid us good evening. On the morning of the 21st my brother awoke to $540 withdrawn from his account. He never authorized the charge or was made aware FH intended to charge him. When he called the course to inquire, they cited policy as the justification. It was the first hed heard of the policy. In addition they were rude and dismissive. The *** stated that the club was only 3 mos old. I believe that is an outright lie. Either the club is owed my brother or the charge for the retail price of a new club (which this club was not) should be refunded. I also cant help but to wonder if his inexperience as a golfer or that he is an ethnic minority has more to do with the response he received when he reached out to the course.Business response
08/23/2024
To Whom It May Concern:
*********************** and his brother (listed as ***************** on the ************ Agreement" attached), did play on 6-20-24 and used a rental set. When it was returned, the ************* was broken to a point where myself, the General Manager, charged due to the policies in the ************ Agreement From". As listed in this form provided " We ask that the renter be financially responsible for any loss or damage to the equipment while in their possession." With this club coming break completely broken, we charged for the Market Price listed on our rental set agreement form that is listed as "Driver - $499.00". The Club that was broken, and all the other clubs in the bag, are one Generation removed from the current 2024 models (2023 Callaway ***************** 2023 Callaway Rogue ST *****************) and also at the time of play, the rental sets were only 4 months old as we received them in house and put them into use on February 19th.
As you can see on this agreement, ******'s brother who rented the clubs signed of on the fact that he would be financially responsible for the clubs that he was using for any lost clubs or club damage. When he returned the clubs with damage we informed him that he would be charged for the club. We took payment the next day for a total of $540.17 in relation with the $499.99 + tax Market Price listed on the agreed upon form with the credit card from the damaged club transaction matching the credit card on the rental club agreement liability from.
Please reach out if you have any more questions.
Thank you,
*******************
General Manager
Falconhead Golf Club
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.