H2O Sprinkler Systems

Initial Business Response /* (1000, 5, 2015/11/06) */
You are correct that we do a monthly drawing for a free, "no strings attached" GRAND PRIZE winner receiving a day and night stay here in Branson, along with show ticketsThat drawing is held and the GRAND PRIZE winner given a 100% free
trip, no money of any kind required to use the packageWe have given away many of these trips over the yearsIn addition, the sign states, "...also register for a discounted vacation!" The entry form states clearly on the front, "By entering, I understand that I will be notified by phone if I winOtherwise, I give consent to be contacted with discounted vacation packages..."
We are sorry that you were not this month's grand prize winnerWe do have different kinds of discounted packagesWe apologize if you were confused by the sign or by the person you spoke with regarding an alternate package to the GRAND PRIZE, free packageHowever only the GRAND PRIZE is 100% freePerhaps you may win next monthGOOD LUCK! We hope to see you in Branson
Initial Consumer Rebuttal /* (3000, 7, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The paper slip that I filled out DID NOT have ANY INFORMATION that you are statingAll the slip said was name, address, phone number, age, and if I was married that is allNo where did if explain any of thisNeedless to say this is why I reported the business to the Revdex.com
Final Business Response /* (4000, 9, 2015/11/13) */
My assistant replied the first time, but now I am seeing this and as the owner, I would like to personally respondI am wondering if it is possible that you filled out an entry form for another company, alsoThe reason being is what you described for the entry form for my company is not what is on my company's entry formsNo where on our form, do we ask if you are marriedPlus our form has more on it that what you are describingIt does state "...I give consent to be contacted with discounted vacation packages"I know this because I am looking at one nowAlso, I personally designed these, had them printed and approved by the Attorney General's officePlus on our big signs at the mall, it does state ..."register for a discounted vacation"I designed these signs and personally set up the displays myselfIf you don't remember seeing this on our signs, nor on the entry form, it makes me wonder if you possibly also saw another company's advertisementI know this happens where guests see different advertisements for different companies so I do understand there can be confusion at timesI do have the original form that you filled out with my company, plus a picture of the display at the mall and will be glad to get you copies if you would likeI encourage you to call our company and ask for the owner and I will be glad to speak with you on this matter and answer any other questions you may haveAlso, if you would like our assistance in helping you get a discounted vacation, I would be glad to personally assist youJust call and ask for the owner and I can give you my personal discountsI want to apologize for any misunderstandings and hope we can move forward and help your family make some fun memories vacationing in our area
Final Consumer Response /* (2000, 11, 2015/11/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 13, 2016/07/14) */
Generally, [redacted] or my office manager would have responded to you, but I chose to respond myself. I am the owner of Terina Marketing and I wanted to give you my time and let you know that I understand you are definitely upset. I want to...

sincerely apologize for any wrong doing that you feel my employees and my company may have done. I truly do care and am asking you to please help me understand better where you feel we failed you. So that you know that I do care and want some clarification, it is 3:30 in the morning, yet I am up at my office. I have spent quite a bit of time and energy personally researching all the notes on you, the recording and surveillance camera and even your own words. In my research, I see you were a previous guest. We helped you with reservations to a show that you wanted to see, last year. From what I can see, all employees of mine that served you, seem to help make your vacation experience a happy one and things ran smooth with you. Then this year, when you chose to do business again with my company, from what I can see, all employees that helped you were polite and courteous. You even described them in your own words as being "sweet, gracious and very kind". You describe one of the staff helping you with your reservation by saying, "she did all she could to get the dates I asked for". You also stated you were very happy with the accommodations that we set up for you and spoke highly of the lodging and the staff there. At the end of your letter, you say that you "know that [redacted] was at fault". So this is where I am asking you to please clarify what caused you to be so upset with my company. Is it possible with you feeling [redacted] is at fault as you stated, including saying their employee was "snotty" to you, that this caused you to take it out on us? If so, I can understand this. Because on that day, we didn't know what happened to you nor where you went. We thought you were what is referred to as a "No show" at first. The notes in the computer even state this. You didn't come back as instructed to let us know what happened nor inquire about your 100 credits towards . You even stated in your letter that "I had to pay full price for because I did not receive my 100 points" Your 100 points are still here. If you would have come to us as you were instructed, then we could have gotten to the bottom of this and helped you. We do try to help our customers, but we can't if you don't give us the opportunity. [redacted] tried to call you a couple times to try to understand what had happened and did not get an answer. I can't speak on behalf of [redacted] Travel on whatever happened out there that day nor why you feel their employee was "snotty" as you put it. I can say that their marketing director has always been respectful to me. Also, I do know the owner of the travel part of that company and he is a very good man. According to your letter, you didn't call us until you arrived home which would have been a couple days later. You state that my employee, [redacted] gave you quite a bit of her time, was sweet and gracious and apologized. You state that she told you that you should have called us after your "turndown"...that day. You said that maybe this is true, but you were too upset. Even after she tried to help you and you seemed happy with your conversation with her, you still took the time and energy to write the Revdex.com, the newspaper, etc. So now I am trying to understand what it is we still did that upset you. You mentioned in your letter that our phone system does not tell you when it is someone's day off. Yes, I do agree that the phone message does not let customer's know days off nor vacation time of my employees. But it does let you know to push #2 for reservations. In the recording of the initial phone conversation, when you purchased with [redacted], we let you know the phone number to call to make your reservations. Then we sent a certificate via email out to you on March 14th at 12:53 which also lets you know what number to call to set your dates and reservations. Once a customer calls that number, it instructs you to push option #2 for reservations. But instead you called [redacted] back. I am sorry about any confusion you had on calling [redacted] back, instead of reservations. He does not work in reservations, but I see that he did at least try to help you by looking up your file. This is why it took him 10 minutes to find your information. He truly wanted to be able to help you. I am glad that he went ahead and directed you to reservations. I am pleased that you were happy with [redacted] and [redacted], who do work in reservations. As far as being told that the "talk" was 45 minutes, in the initial recording, we state 90 minutes. Also in the email we sent you, we let you know to allow 90 minutes. Plus at our welcome center, on camera, we let you know it is 90 minutes. We do this several times to clear up any misunderstandings and to make sure our customers are properly informed. In your letter, I see where you were not pleased that the person checking you in was not able to quickly find places on the map. Please understand it does take time for a new person to learn where all the shows are because we have over 140 shows this year. Plus it does take them awhile to learn where all the hundreds of hotels, restaurants and attractions are. I'm sorry this annoyed you. I promise you that employee has a wonderful "heart" and really does care about our customers. As far as her not stating her name when you arrived in Branson, I have never made it a priority for my employees to state their own name when greeting guests that arrive in our welcome center. But instead to focus on the customer's name. However, I do appreciate suggestions and ideas because I am always looking for ways to improve and add value to our customer's experience. Now may I make a suggestion? That in the future, when you are upset with any company, please give them the opportunity to make right by you instead of contacting the Revdex.com and newspapers first. You started your complaint out with these words: "I am sending this to many people to inform them of a company in Branson" You contacted the Revdex.com with your letter, you contacted our local paper and had your letter published. God only knows who all you have gotten to publish your letter. Yet, you don't return our calls and therefore have not given us the opportunity to try to fix any of this. You stated in your letter that you feel that you should get your $143.96 refunded and add..."Of course I think you will probably say that paid for the room." No, I am not going to say that. Instead, I will say if you would answer our phone calls, then we could talk to you about your refund you are requesting. We don't keep customer's credit cards on file, so I need you to please answer our calls or call back. To save on any confusion, please only speak to [redacted] concerning your refund. I have already paid for your room and paid the employees that serviced you. You also stated that you "don't expect anything to happen" Well, you are hearing directly from me, the owner of this company. I am giving you my time and energy at 3:30 in the morning. You also managed to hurt my company that is composed of great employees who are dedicated to helping families. We have spent 13 years trying to help Branson and have brought thousands of families to this town I live in. We have tried to help these families enjoy themselves, enrich their lives and make special memories. We aren't perfect by no means and yes there are some folks we haven't been able to make happy, but we do try to help families and our community. I know there are many lives out there that we have impacted in a positive way and that's what keeps me going. I have been very hands on in my company, working long hours trying to help my employees and hoping we can do our part in helping families. I can humbly say, by the grace of God, we have maintained our A+ with the Revdex.com. As far as your 100 credits which are equivalent to $100 dollars that you never bothered to come by and get, I am donating it to a local non profit organization that helps homeless people. I wished you would have spent the time and energy it took you in contacting and writing the papers and Revdex.com, and used it instead, in trying to help a good organization. In closing, I have given you my time and have tried to answer you on things you pointed out that upset you about my company. Along with employees, I have also apologized. I will have [redacted] try to call you again. I am leaving her a note to call you about your $143.96. So there is no confusion, only speak with [redacted]. She is usually here Wed & Thurs: 9-4, Fri & Sat: 9-9. I hope in return, you will clarify what we did to cause you to take the actions you did. Perhaps you didn't mean to hurt us.
Initial Consumer Rebuttal /* (2000, 15, 2016/07/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I just now saw this letter from the owner of Terina.I accept her response and think a lot of this is just a problem of phone calls not being received or returned.'I would just like to drop this whole thing.
I did not plan for all this. If they had replied to me sooner or just as this letter I now have. I did send the letter to them at least a week or so before I sent it to you. Please just drop this. I will call [redacted] tomorrow and get this resolved.