Five Star Aquatics received a complaint from [redacted] for refusing to refund a depositOn July 15, she paid the $deposit required to book a pool party for August 21, On August 7, [redacted] called Five Star Aquatics explaining that she would like to cancel the party and have the $deposit refundedFive Star Aquatics has a strict no-refund policy that is clearly stated on all of our paperwork and receiptsWe explained to her that, as stated in the Pool Party Registration From she filled out and signed, we do not offer refunds for any reasonWe also explained that while we could not offer her a refund for the deposit, we could give her a $credit in the form of a gift certificate that could be used for anything in our facilityShe accepted the gift certificate and on August 9, came to our facility and used her $credit on open swim and items from our swim shop
[redacted] I am writing you in response of your Revdex.com complaint filed on December 13th 2016. In your letter you acknowledge, you organized a pool birthday party in our Eatontown facility on 12/11/2016. As you further state, you were not happy with your experience mainly because you...
felt rushed out of the premises and charged an extra $50 for extending the party for 30 extra minutes. You mention four times in your complaint that your wife is disabled and that was the reason you left our facility half an hour later. Unfortunately during the whole party our team was not aware of your wife’s disability as it wasn’t apparent. We are always more than happy to assist disabled guests – helping their wheelchair up the handicapped ramp, or just assist them if they’re using a walker or cane. Your wife did not use either and thus we were not aware she needs assistance. Now the real reason why your party was delayed, and you and your wife acknowledged it several times during the party, is that the attending girls took a long time to shower and dry their hair. As per several witnesses you were inquiring ‘when are they going to get ready’ and decided to postpone the due course of the birthday party, until everyone is done showering. Now this sometimes happens and from our part is hard to foresee. The birthday party is scheduled to run for two hours. If we encounter an unexpected delay like this we try our best to recover the time, even giving a 15 minute grace period for the party to finish. Your party was extended by 30 minutes and that is why the manager charged you the extra $50 which is standard procedure. We are willing to refund the $50 as to make amends, but you did organize and host a $435 pool birthday party in our facility and thus will not be refunded that amount, no matter how many times you mention your wife’s disability, because we both know that has nothing to do with it. We fulfilled our side of the pool party contract, we expect you to do the same. And as far as your complaint about ‘a bunch of 9/10 year olds throwing water bottles at each other and standing on furniture’, we strongly believe that attending a birthday party is not an absolution from parenting responsibilities. Therefore as much as our staff is trying, it is ultimately up to the parents to discipline and take control of their children. Sincerely, Boris L[redacted] Owner of Five Star Aquatics
Five Star Aquatics received a complaint from [redacted] for refusing to refund a deposit. On July 15, 2015 she paid the $100 deposit required to book a pool party for August 21, 2015. On August 7, 2015 [redacted] called Five Star Aquatics explaining that she would like to cancel the party...
and have the $100 deposit refunded. Five Star Aquatics has a strict no-refund policy that is clearly stated on all of our paperwork and receipts. We explained to her that, as stated in the Pool Party Registration From she filled out and signed, we do not offer refunds for any reason. We also explained that while we could not offer her a refund for the deposit, we could give her a $100 credit in the form of a gift certificate that could be used for anything in our facility. She accepted the gift certificate and on August 9, 2015 came to our facility and used her $100 credit on open swim and items from our swim shop.
Five Star Aquatics received a complaint from [redacted] for refusing to refund a depositOn July 15, she paid the $deposit required to book a pool party for August 21, On August 7, [redacted] called Five Star Aquatics explaining that she would like to cancel the party and have the $deposit refundedFive Star Aquatics has a strict no-refund policy that is clearly stated on all of our paperwork and receiptsWe explained to her that, as stated in the Pool Party Registration From she filled out and signed, we do not offer refunds for any reasonWe also explained that while we could not offer her a refund for the deposit, we could give her a $credit in the form of a gift certificate that could be used for anything in our facilityShe accepted the gift certificate and on August 9, came to our facility and used her $credit on open swim and items from our swim shop
[redacted] I am writing you in response of your Revdex.com complaint filed on December 13th 2016. In your letter you acknowledge, you organized a pool birthday party in our Eatontown facility on 12/11/2016. As you further state, you were not happy with your experience mainly because you...
felt rushed out of the premises and charged an extra $50 for extending the party for 30 extra minutes. You mention four times in your complaint that your wife is disabled and that was the reason you left our facility half an hour later. Unfortunately during the whole party our team was not aware of your wife’s disability as it wasn’t apparent. We are always more than happy to assist disabled guests – helping their wheelchair up the handicapped ramp, or just assist them if they’re using a walker or cane. Your wife did not use either and thus we were not aware she needs assistance. Now the real reason why your party was delayed, and you and your wife acknowledged it several times during the party, is that the attending girls took a long time to shower and dry their hair. As per several witnesses you were inquiring ‘when are they going to get ready’ and decided to postpone the due course of the birthday party, until everyone is done showering. Now this sometimes happens and from our part is hard to foresee. The birthday party is scheduled to run for two hours. If we encounter an unexpected delay like this we try our best to recover the time, even giving a 15 minute grace period for the party to finish. Your party was extended by 30 minutes and that is why the manager charged you the extra $50 which is standard procedure. We are willing to refund the $50 as to make amends, but you did organize and host a $435 pool birthday party in our facility and thus will not be refunded that amount, no matter how many times you mention your wife’s disability, because we both know that has nothing to do with it. We fulfilled our side of the pool party contract, we expect you to do the same. And as far as your complaint about ‘a bunch of 9/10 year olds throwing water bottles at each other and standing on furniture’, we strongly believe that attending a birthday party is not an absolution from parenting responsibilities. Therefore as much as our staff is trying, it is ultimately up to the parents to discipline and take control of their children. Sincerely, Boris L[redacted] Owner of Five Star Aquatics
Five Star Aquatics received a complaint from [redacted] for refusing to refund a deposit. On July 15, 2015 she paid the $100 deposit required to book a pool party for August 21, 2015. On August 7, 2015 [redacted] called Five Star Aquatics explaining that she would like to cancel the party...
and have the $100 deposit refunded. Five Star Aquatics has a strict no-refund policy that is clearly stated on all of our paperwork and receipts. We explained to her that, as stated in the Pool Party Registration From she filled out and signed, we do not offer refunds for any reason. We also explained that while we could not offer her a refund for the deposit, we could give her a $100 credit in the form of a gift certificate that could be used for anything in our facility. She accepted the gift certificate and on August 9, 2015 came to our facility and used her $100 credit on open swim and items from our swim shop.