Herco, Inc.

Hello!Thank you for the follow up on the request of a refund for the duplicate ticket orderWe processed a refund of $on 9/24/to *** card ending in ***, The order number was #***-***This refund was issued as a result of guest correspondence dated 9/03/We confirmed the
tickets were not utilized, voided the tickets and worked directly with our financial team processed the refund on 9/24/Typically, once generated, refunds take 3-business days to appear on the customer accounts/statements which may be contributing to the delayed visibility of the completed transaction.For your review, I have included a screen shot of the query via the bank portal showing the processed refund to *** card ending in xIf we can provide addition documentation, including the email request and original ticket order, please let us know and we will be happy to provide the screen shots/documents to Support our efforts to complete the refund per the customer request

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I would just like to know how I will receive the new voucher that is effective until September 2017? Also, is this voucher valid during the Halloween activities in October?
 
 
Regards,
[redacted]

Review: On June 15th, I purchased 5 tickets online. I tried the first time to submit my order for 5 tickets (total of $191.55), but I did not get a confirmation email. I then submitted it a second time and did received a confirmation email with my 5 tickets attached. I was charged $191.55 twice (each time for 5 tickets), although I only received one confirmation email and one set of 5 tickets.. We only used the tickets that came with the confirmation email. We only went to the park once.

I filed a claim with [redacted] but was told that I needed to contact Hershey Park. I have contacted Hershey via phone and email. I was told I had to send an email to [email protected]. I have emailed 3 times with no response.Desired Settlement: I would like to be refunded the erroneous charge of $191.55 or provided the tickets I was charged for so we can enter the park again at a later date.

Business

Response:

Hello!Thank you for the follow up on the request of a refund for the duplicate ticket order. We processed a refund of $191.55 on 9/24/14 to [redacted] card ending in [redacted], The order number was #[redacted]. This refund was issued as a result of guest correspondence dated 9/03/14. We confirmed the tickets were not utilized, voided the tickets and worked directly with our financial team processed the refund on 9/24/14. Typically, once generated, refunds take 3-5 business days to appear on the customer accounts/statements which may be contributing to the delayed visibility of the completed transaction.For your review, I have included a screen shot of the query via the bank portal showing the processed refund to [redacted] card ending in x1003. If we can provide addition documentation, including the email request and original ticket order, please let us know and we will be happy to provide the screen shots/documents to Support our efforts to complete the refund per the customer request.

Review: In spring of 2012, our church, [redacted]ade an agreement with [redacted], manager of Hershey Park Sales Group, to purchase a large amount of tickets for our youth group. This agreement was contingent upon the fact that we could return any unused tickets. After our event in June of 2012, we had 112 tickets leftover. I talked to [redacted] about getting refundeded for these tickets, and he informed me that he could not refund us, but would instead allow us to use the tickets for the next year's event. I reluctantly agreed, even though this was not part of our agreement. [redacted] informed us that we needed to send in the leftover tickets that we had in January of 2013 to be exchanged for renewed tickets that would be valid for the upcoming year. We did this January and as promised, Hershey Park sent us 112 new tickets. On June 13, 2013, we bought an additional 65 tickets. These 65 tickets, together with the 112 renewed tickets from last year, was enough to cover our event. After our event, we had 26 tickets leftover. Again, we contacted [redacted] to make arrangements to either return these tickets or make sure that we can exchange them the following January for valid tickets. At this point, [redacted] totally backed out on our agreement. He has told us in several phone conversations that he will not refund us these tickets. [redacted]'s claim for refusing to refund us the tickets is that our leftover tickets are the 'comped' returned tickets from January, and not the new tickets we bought in June. He said it was company policy not to exchange 'comped' tickets.

The arrangement that we made with [redacted] was supposed to be for a refund. We agreed to a ticket exchange instead, but we were never told specifics as to which ones we should use first. We believe that Hershey Park should honor our initial agreement and either refund us for the tickets or exchange them for next year. We don't understand why Hershey Park would be interested in breaking our agreement as well as profiting from a non-profit organization.Desired Settlement: Refund for the tickets.

Business

Response:

While we acknowledge that there was communication between us and our customer in regards to the 112 tickets, there was never any written signed agreements stating that the 112 tickets would be refunded. Only as a courtesy to our guest did we graciously agree to exchange the 112 tickets from 2012 to then be used for 2013. All of our Hersheypark tickets are non-refundable/non-returnable tickets.

After the tickets were upgraded for 2013, there was very clear communication in writing both via a letter dated June 19, 2013 and by email on June 19, 2013 stating, "Please make note these tickets are valid for the 2013 Hersheypark season only. These tickets will become invalid after 2013." We did receive a response to that email that it was received and understood at 3:24PM on June 19, 2013.

While we acknowledge the conversation with our guest, at no time was there any formal agreement in writing, as referenced in the guests complaint, for any refunds on these tickets. We consider this matter closed after the exchange of the tickets at no charge in an effort to assist our guest for the 2013 season.

We also feel our written and email communication was very clear to state that "These tickets will become invalid after 2013"

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: There was a very clear verbal agreement with [redacted]. It was the condition by which we bought the tickets. Proof that this agreement existed is the fact that your company refunded us the first group of tickets, even though as you say it's against your policy.

Regards,

Business

Response:

Hello [redacted]:

Thank you again for speaking with me regarding a response to the customer decline of resolution for issue # [redacted]. Upon receipt of the review, I forwarded the customer response to our Sales Team. The team has attempted to offer another resolution directly to the customer. We are contacting the guest via written acknowledgement as we have not received a verbal response to date. Thank you for working with us as we continue to strive to provide excellent customer service. The Sales Team response is below:

As previously mentioned in our response dated 10/4/13, we exchanged, not refunded, the 112 regular season admission tickets. We feel it is important to clarify that no monies were given back for the 112 tickets that have been in question throughout this process. We never refunded any tickets as mentioned by **. [redacted] since all tickets are non-refundable.

To provide further clarity, the 2012 tickets that were purchased were simply exchanged for 2013 at no charge and with no refund. This meant that we extended a one time courtesy so that the 2012 purchased tickets could be used for 2013 but they no longer had any monetary value after 12/31/12.

Upon final review of this situation and circumstance, and also considering **. [redacted]'s feedback and responses, Hersheypark has reached a resolution for **. [redacted] on this matter. We believe this resolution to be more than fair and equitable based on the very clear and documented emails and letters explaining that, "...these tickets are valid for the 2013 Hersheypark season only. These tickets will become invalid after 2013."

Hersheypark has made both email and telephone attempts to reach out live and provide the details of the resolution with no response from **. [redacted].

At this point since there has been no acknowledgement or response to those attempts, this good faith resolution will be mailed to **. [redacted] at the address we have on file beginning with [redacted].

Upon receipt of the resolution to this address, we will consider this matter closed.

Please let me know if I can answer any additional questions.

Thank you.

Mgr, Park Guest Services

Hershey Entertainment

100 W. Hersheypark Drive | Hershey, PA 17033