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Complaint Details
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Initial Complaint
07/05/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
After one hour we were made to exit pool due to weather, one more hour of waiting and park closed. We were given a rain check for tickets, but they refused to give a rain check for the $31.05 cooler fee. This is not acceptable! Please help me resolve this as I was treated rude by park staff. Thank you very much. FYI I did not try to argue in any way shape or form. They claim to be Christian based and give a Christian family experience in their advertisements…this is false!!!
Business response
08/30/2023
Good Morning,
Guest was rainchecked their General Admission tickets in accordance with our policies that are posted at the park and online. We do not issue refunds or rainchecks for items that are not admission related in the event of the park closing due to uncontrollable circumstances. Cooler Pass FAQ from our website is attached. The guest purchased a cooler pass and brought in the cooler, the pass was used. According to our records the facility closed at 3:00 pm, this guest purchased tickets and the cooler pass and entered the park at 11:47 am per their attachment. We are not issuing rainchecks for cooler passes that are used. We strive to treat each guest that enters our facility fairly and upholding what we said we would do (raincheck the general admission). Not rainchecking or refunding an item that is not refundable has nothing to do with our Christian Faith and throwing that in our face is inappropriate and inconsiderate.
We are happy to serve this guest this last weekend if they have not already returned and look forward to doing so.
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.