Aeronaut Adventures, Inc

Initial Business Response /* (1000, 12, 2016/04/18) */
On March 15,2016 Ms. [redacted] called Aeronaut Adventures to purchase and schedule a hot air balloon ride. She originally had viewed our web site (Exhibit E) and Groupon's web site (Exhibit F) prior to the call. During the scheduling and...

information gathering process, I verbally explained that the vouchers are being sold for 50% off of regular rates and explained the terms, conditions, and flight policies that are indicated on the web sites, including the refund policy. During the scheduling process, I also sent a confirmation email (Exhibit C) to her which also clearly explains our refund policy. The refund policy is clearly stated verbally at the time of booking, in the conformation email, on our web site, and on Groupon's web site. Please view our web site at: www.californiaballoonrides.com (exhibit E). The first credit card that Ms. [redacted] presented was declined and a call was returned to give her the opportunity to provide a valid credit card. Once she provided a valid credit card her documentation was processed and the confirmation email was sent on March 16,2016 at 9:51 am. (Exhibit C). On March 16, 2016 at approximately 10:00 am, she requested a refund. I explained to her the refund policy that she had previously agreed to and explained we do not issue refunds she became aggravated and began to raise her voice, I kindly asked her to please lower her voice and speak to me in a calm manner. She did not, I advised her that I was going to disconnect the call. She continued to call several times to yell at me to tell me that she was going to report me to the Revdex.com, Attorney General and began rattling off codes, I again asked her to please not yell at me and I advised of disconnection again. I disconnected. She called approximately 5 additional times that day to yell and persuade me to give her a refund because the person she wanted to go along with her didn't want to go along. I gave her options such as finding another friend to join her, selling the tickets to someone that may want to go for the price she paid and just advise me to whom she sold the tickets, she would not listen and began yelling once again. I disconnected the call. We base our refund policy on similar policy that the major airlines use. Because Ms. [redacted] was informed about the refund policy: 1)verbally, 2)by email, 3) on Groupon's web site, and 4)on our web site, we cannot grant an exception to Ms. [redacted], regarding a refund.
Thank you,
[redacted]
Operations Manager