Since the guest has supplied more documentation, including her purchase receipt, and attached emails and names of employees she spoke with, which we did not have in the beginning, the concern is being looked at by the Ride Operations manager at the present. A response will be provided within a few days. *** *** AdministratorGuest CommunicationsKnott's Berry Farm
Good Morning,
I've emailed on 3/10/and have gotten no response, me and my family drove across the state for my sons birthdayOn March we went to knots berry farms with the intention that we would be riding ridesI'm a single parent so $ isn't cheap or easy to just through away, I know and understand when purchasing the tickets online it does state no refunds but once again I'm thinking I would be able to enjoy the park it stated nothing of the rides stopping due to weather , I would have never purchased if that was the caseWe didn't drive for hours to walk the park we went for the ridesAfter paying for our tickets we got in line for a ride after waiting minutes people started to leave the line, yes it was sprinkling a little bit but nothing majorOne of the employees came down shortly and explained that the rides will be closed due to the rainThere was no point in the day where it didn't sprinkle and if rain was the issue why was the park still open t
Our Ride Operations Area Manager contacted the guest shortly after his visit. All of the seatbelts on the Bigfoot Rapid boats were then checked for proper usage. Many of the seatbelts were replaced due to natural wear
This complaint was sent to our manager of Guest Services for further review It was determined we have no record of this guest's initial complaint, nor does any employee recall interacting with herGuest's complaint is very vague with no names of employees whom she spoke to A member of
supervision contacted the guest regarding her complaint, pursuant to this Revdex.com filing Guest indicated her daughter was discriminated against, but guest could not elaborate on how, where, by whom and date.The guest could not provide a name of the employee whom "promised" her full refunds.Guest and her family have already used their three passes, different times in the theme park The amount of their visits surpasses the value/amount they paid for their season passes, so we are unable to provide any refund. Thank you
On 5/29/we went to Knots Berry Farm on Memorial Day weekendIt was about 8:pm and the park closed at 11pm I realized that we have gone on less than rides the entire day because of the long linesSo I decided to purchase fast pass tickets to try getting onto more roller coasters but was denied on some rides that the fast pass was not available for every ride or roller coaster
Extremely disappointed with the level of service I have received since my visit to your park on 10-13-i have called numerous times sent out an email to your [email protected] and yet no once has called me backI am seeking a full refund and will never be visiting your park again My family and I attended your Knott's Scary Farm on Friday 10-13-and we were very unsatisfied with our visit to your parkFirst, no one who works in your park cares that it is unacceptable for others to cut in linewe raised concern and addressed this issue on various occasions only to be told there was nothing they could do and they are busy at the momentAdditionally, one of our family members was hurt in one of your maze “Red Barn” as your cast was rushing us through and there is a part where its required to bend down to pass and was hit on the headThe operators of the maze seen the incident but turned away as if they didn’t see anythingFinally, and to top it off, after waiting over
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The reply from Knotts Berry Farm stated I did not provide my receipt during this situationThat is a statementI did provide my receipt to both the clerk working at the information desk and the lead customer service agent.When I was at the food stand and asked to speak with a supervisor about my refund I was not given direction to save the receipt of the correct transactionShe simply told me to get a refund I could not speak to a supervisor right there but must go to the information booth which was 1/a mile away from our location. The mistake by the Knotts Berry Farm employee was made at that locationThe situation should have been handled at that location so all parties were presentWhen I was sent over a 1/a mile away to correct an error made by Knotts Berry Farm the employee should have informed me to not only keep the receipt with the incorrect charge but also the one where I was charged correctlyThirdly, the employee could have called to the information desk to inform them she made a mistake and that I was being sent to get the money she overcharged me. Why am I having to go the extra mile for money that was taken by Knotts Berry Farm?
I provided the receipt with the incorrect charge twice that night to an employee and team lead and will do nothing further to prove the oncorrect charge unless I am compensated for that error and the further hardships I have endured as a result of this situationThis will include all the money I spent to pay for printing, computer usage and time to fix the error Knotts Berry Farm made
Regards,
*** ***
Knott's Berry Farm has thoroughly searched our records for the concerns of *** *** and we do not find anything received by her in our [email protected] site or any other form of communication. In addition, none of our management who were working Knott's Scary Farm was aware of
any concern from *** *** as well.We are certainly sorry for Ms***'s experience at Knott's Scary Farm, but as stated on her ticket purchase, we do not provide refunds. IfMs*** can provide us with proof of her ticket purchase, either copies of her ticket stubs or a confirmation number for an online purchase with Knott's, we would be happy to offer her complimentary tickets for regular Knott's Berry Farm theme park, valid one day through December 31, 2018. Ms*** may forward her proof of purchase to me in as an attachment to my email address at ***@knotts.com. Thank you for bringing this matter to our attention
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The response that Knotts made is completely for several reasons:They reference "Fast Pass" several timesThey should know that Fast Pass is a term used at Disneyland, and not their own parkWe are talking about a Fast Lane Pass hereKnotts response says that I got to "bypass the regular line", and this is completely falseThe definition of the word "bypass", according to Meriam Webster is:
: to go around or avoid (a place or area)
: to avoid or ignore (someone or something) especially to get something done quicker
I did not get to "bypass the regular line" when I was at KnottsI got to skip part of the regular line, and then simply JOINED the regular line to wait for a long time. Since I did not get to "bypass the regular line" (I, in fact, had to wait in much of it), the website is completely misleadingIf I had bypassed the regular line and then waited with the rest of the Fast Lane people, that would have been acceptableBut that was not the caseI had to join the regular line.This is frustrating because Knotts seems to think that skipping *part* of a regular line is the same thing as "bypassing" the regular lineIt's not the sameTheir website says "bypass the regular line"...it does not say "bypass a part of the regular line and then join it to wait with the rest of the people who didn't pay for a pass".So, I again request a refund since Knotts did not provide the services they advertised on their website
Regards,
*** ***
I attended Knotts Scary Farm on Sat sept I got there brefore rope dropI only got in two mazes and two shows that night and no ridesPark has gooten way too crowded and is selling double or more the tickets it should beIF I hadnt splurged on fright lane on the previous visist and gotten the scary farm psas, there is no way I could have gotten all or a majority of mazes and haunt attractions with a dollar online one day ticket or dollars at the gate one night admission ticket.In my opinion it is not worth that price to do only two mazes and two shows and no rides You guCrowds take away from scare experience both in scar zones and mazesI am paying for knotss Scary farm and this event was not scaryNo monster came after me in the streets or in mazesThere are no where for monsters to hide in scare zones out in the open when there are people everywhereYou guys are overselling tickets to the eventI know saturdays are busy but not everyone can go on non peak nig
This concern was reviewed by our Guest Services Management, *** ***. It was determined that the first order of season passes by the guest was not cancelled and refunded, per the guest's request, when he upgraded and repurchased new passes. The concern was handled on
9/11/by processing a full refund in the amount of *** for the first passes purchased. This concern is now closed
Ms*** spoke to our Guest Services supervision on October 24, 2017. She was given the Platinum Season Pass (an upgrade) at no additional fee or cost to her. I believe Ms*** was happy with this resolution
A representative of our Ride Operations Department has attempted phone contact with the guest twice in the past weeks with no answer A message was left for the guest to contact us If this guest will contact *** Urquides at *** *** or by email at
***[email protected] arrangements will be made for the guest to receive a full refund on the Fast Passes.
Revdex.com:
I have
reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Myself and my two kids ages and visited the park on 3/We drove miles to get thereWe were super excited to have a good time, but were quickly disappointedWe purchased the day pass for all three of us, and the fast tickets for each of us that's advertised to get you on rides quickerMy first issue is the fast ride bracelets we boughtI paid extra for the three of us to get them and on a few rides our friends at the park without the bracelets were getting on rides faster than us by about 15-minutes depending on the rideAs I'm sure you would understand how upset we were that we paid extra for no shortage of line waiting but waiting longer than if in the ride lineMy second complaint is the rides that were closedAs we moved around the park there were multiple line closures often after waiting minutes in line only to be sent on our way and no return pass if they repopenedWe had this happen in four ride lines and one ride was closed all togetherThis
On the date of visit by Mr*** ***, at approximately hours a storm cell passed over the theme park causing a light rain and lightning around the perimeter of the park For safety reasons, our rides were shut down during the lightening Our records indicate that the total downtime
for the rides was only minutes Our park was open until p.mthat daySo if Mr*** arrived just before the lightening, causing rides down for minutes, he would still have over hours to enjoy the park before closing.All of our tickets state, "no rain checks, no refunds, non-transferable."In the interest of guest service, I would be happy to send Mr*** a valuable discount coupon offering $off of our full priced admission of $ The coupon is valid for up to four persons at this price, and has no expiration date It can be used for regular park operations If Mr*** is interested in this courtesy being offered to him, he may contact me at *** and provide me his mailing address I would be happy to send this offer to him at that time.I will watch for Mr***'s email to me at the above address.Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Hello, I have reached out personally by phone, and in person to settle something that I was told would have been taken care of immediatelyI purchased my annual pass from you, and when I met up with my friends I realized I had got the wrong oneI went straight into the office and asked if I could exchange it for a different and more expensive one, I was told yes, and that my other one would be canceled and refundedThat never happenedSo now I'm lying for two passes instead of one, and I have called multiple times and been told that it would be fixedAnd it hasn'tAll I want is the other pass to be canceled and refunded
Mrs*** concern was shared with our Ride Operations Manager for review and he has relayed the following: Our GhostRider roller coaster had not been officially reopened after complete refurbishment Our Grand Opening day was Saturday, June as stated in all of our advertising
They did a "soft opening" at p.m., but it was not officially open as our own in-house maintenance was taking place on the ride. Pony Express was down for scheduled maintenance and this downtime was posted on our website all week, along with GhostRider. Sierra Sidewinder experienced two intermittent down times, one for minutes at 2:p.mand another at 8:p.m Down times are a usually occurrence on any mechanical rides that are equipped with safety sensors. State Safety inspectors do not work on the weekends, thus we had no "safety inspections" going on Saturday, June In the interest of guest service, if Mrs*** can present to me a copy of her ticket purchase or ticket stubs, I would be happy to send her complimentary tickets to return another time, before December 31, She can email me directly at ***.***@knotts.com to attach her proof of admission purchase. We will not reimburse for travelling expenses, parking or food It is up to our visitors to check our website and know what rides will be down for an extended period of time prior to their visit Intermittent down time is something that no theme park can avoid, being the safety measures that are equipped on all mechanical/electrical rides. We appreciate the *** family's interest in Knott's Berry Farm and certainly hope their next visit will be much more enjoyable. I look forward to further assisting Mrs***. *** ***, Administrator, Guest Communications, Knott's Berry Farm
On 9/28/our Guest Services management processed a refund for the guest in the amount of $234.99. The credit would have appeared on her credit card ending in ...***. Our management will reach out to the guest today to verify if that refund was received. Thank you
Since the guest has supplied more documentation, including her purchase receipt, and attached emails and names of employees she spoke with, which we did not have in the beginning, the concern is being looked at by the Ride Operations manager at the present. A response will be provided within a few days. *** *** AdministratorGuest CommunicationsKnott's Berry Farm
Good Morning,
I've emailed on 3/10/and have gotten no response, me and my family drove across the state for my sons birthdayOn March we went to knots berry farms with the intention that we would be riding ridesI'm a single parent so $ isn't cheap or easy to just through away, I know and understand when purchasing the tickets online it does state no refunds but once again I'm thinking I would be able to enjoy the park it stated nothing of the rides stopping due to weather , I would have never purchased if that was the caseWe didn't drive for hours to walk the park we went for the ridesAfter paying for our tickets we got in line for a ride after waiting minutes people started to leave the line, yes it was sprinkling a little bit but nothing majorOne of the employees came down shortly and explained that the rides will be closed due to the rainThere was no point in the day where it didn't sprinkle and if rain was the issue why was the park still open t
Our Ride Operations Area Manager contacted the guest shortly after his visit. All of the seatbelts on the Bigfoot Rapid boats were then checked for proper usage. Many of the seatbelts were replaced due to natural wear
This complaint was sent to our manager of Guest Services for further review It was determined we have no record of this guest's initial complaint, nor does any employee recall interacting with herGuest's complaint is very vague with no names of employees whom she spoke to A member of
supervision contacted the guest regarding her complaint, pursuant to this Revdex.com filing Guest indicated her daughter was discriminated against, but guest could not elaborate on how, where, by whom and date.The guest could not provide a name of the employee whom "promised" her full refunds.Guest and her family have already used their three passes, different times in the theme park The amount of their visits surpasses the value/amount they paid for their season passes, so we are unable to provide any refund. Thank you
On 5/29/we went to Knots Berry Farm on Memorial Day weekendIt was about 8:pm and the park closed at 11pm I realized that we have gone on less than rides the entire day because of the long linesSo I decided to purchase fast pass tickets to try getting onto more roller coasters but was denied on some rides that the fast pass was not available for every ride or roller coaster
Extremely disappointed with the level of service I have received since my visit to your park on 10-13-i have called numerous times sent out an email to your [email protected] and yet no once has called me backI am seeking a full refund and will never be visiting your park again My family and I attended your Knott's Scary Farm on Friday 10-13-and we were very unsatisfied with our visit to your parkFirst, no one who works in your park cares that it is unacceptable for others to cut in linewe raised concern and addressed this issue on various occasions only to be told there was nothing they could do and they are busy at the momentAdditionally, one of our family members was hurt in one of your maze “Red Barn” as your cast was rushing us through and there is a part where its required to bend down to pass and was hit on the headThe operators of the maze seen the incident but turned away as if they didn’t see anythingFinally, and to top it off, after waiting over
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The reply from Knotts Berry Farm stated I did not provide my receipt during this situationThat is a statementI did provide my receipt to both the clerk working at the information desk and the lead customer service agent.When I was at the food stand and asked to speak with a supervisor about my refund I was not given direction to save the receipt of the correct transactionShe simply told me to get a refund I could not speak to a supervisor right there but must go to the information booth which was 1/a mile away from our location. The mistake by the Knotts Berry Farm employee was made at that locationThe situation should have been handled at that location so all parties were presentWhen I was sent over a 1/a mile away to correct an error made by Knotts Berry Farm the employee should have informed me to not only keep the receipt with the incorrect charge but also the one where I was charged correctlyThirdly, the employee could have called to the information desk to inform them she made a mistake and that I was being sent to get the money she overcharged me. Why am I having to go the extra mile for money that was taken by Knotts Berry Farm?
I provided the receipt with the incorrect charge twice that night to an employee and team lead and will do nothing further to prove the oncorrect charge unless I am compensated for that error and the further hardships I have endured as a result of this situationThis will include all the money I spent to pay for printing, computer usage and time to fix the error Knotts Berry Farm made
Regards,
*** ***
Knott's Berry Farm has thoroughly searched our records for the concerns of *** *** and we do not find anything received by her in our [email protected] site or any other form of communication. In addition, none of our management who were working Knott's Scary Farm was aware of
any concern from *** *** as well.We are certainly sorry for Ms***'s experience at Knott's Scary Farm, but as stated on her ticket purchase, we do not provide refunds. IfMs*** can provide us with proof of her ticket purchase, either copies of her ticket stubs or a confirmation number for an online purchase with Knott's, we would be happy to offer her complimentary tickets for regular Knott's Berry Farm theme park, valid one day through December 31, 2018. Ms*** may forward her proof of purchase to me in as an attachment to my email address at ***@knotts.com. Thank you for bringing this matter to our attention
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The response that Knotts made is completely for several reasons:They reference "Fast Pass" several timesThey should know that Fast Pass is a term used at Disneyland, and not their own parkWe are talking about a Fast Lane Pass hereKnotts response says that I got to "bypass the regular line", and this is completely falseThe definition of the word "bypass", according to Meriam Webster is:
: to go around or avoid (a place or area)
: to avoid or ignore (someone or something) especially to get something done quicker
I did not get to "bypass the regular line" when I was at KnottsI got to skip part of the regular line, and then simply JOINED the regular line to wait for a long time. Since I did not get to "bypass the regular line" (I, in fact, had to wait in much of it), the website is completely misleadingIf I had bypassed the regular line and then waited with the rest of the Fast Lane people, that would have been acceptableBut that was not the caseI had to join the regular line.This is frustrating because Knotts seems to think that skipping *part* of a regular line is the same thing as "bypassing" the regular lineIt's not the sameTheir website says "bypass the regular line"...it does not say "bypass a part of the regular line and then join it to wait with the rest of the people who didn't pay for a pass".So, I again request a refund since Knotts did not provide the services they advertised on their website
Regards,
*** ***
I attended Knotts Scary Farm on Sat sept I got there brefore rope dropI only got in two mazes and two shows that night and no ridesPark has gooten way too crowded and is selling double or more the tickets it should beIF I hadnt splurged on fright lane on the previous visist and gotten the scary farm psas, there is no way I could have gotten all or a majority of mazes and haunt attractions with a dollar online one day ticket or dollars at the gate one night admission ticket.In my opinion it is not worth that price to do only two mazes and two shows and no rides You guCrowds take away from scare experience both in scar zones and mazesI am paying for knotss Scary farm and this event was not scaryNo monster came after me in the streets or in mazesThere are no where for monsters to hide in scare zones out in the open when there are people everywhereYou guys are overselling tickets to the eventI know saturdays are busy but not everyone can go on non peak nig
This concern was reviewed by our Guest Services Management, *** ***. It was determined that the first order of season passes by the guest was not cancelled and refunded, per the guest's request, when he upgraded and repurchased new passes. The concern was handled on
9/11/by processing a full refund in the amount of *** for the first passes purchased. This concern is now closed
Ms*** spoke to our Guest Services supervision on October 24, 2017. She was given the Platinum Season Pass (an upgrade) at no additional fee or cost to her. I believe Ms*** was happy with this resolution
A representative of our Ride Operations Department has attempted phone contact with the guest twice in the past weeks with no answer A message was left for the guest to contact us If this guest will contact *** Urquides at *** *** or by email at
***[email protected] arrangements will be made for the guest to receive a full refund on the Fast Passes.
Revdex.com:
I have
reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Myself and my two kids ages and visited the park on 3/We drove miles to get thereWe were super excited to have a good time, but were quickly disappointedWe purchased the day pass for all three of us, and the fast tickets for each of us that's advertised to get you on rides quickerMy first issue is the fast ride bracelets we boughtI paid extra for the three of us to get them and on a few rides our friends at the park without the bracelets were getting on rides faster than us by about 15-minutes depending on the rideAs I'm sure you would understand how upset we were that we paid extra for no shortage of line waiting but waiting longer than if in the ride lineMy second complaint is the rides that were closedAs we moved around the park there were multiple line closures often after waiting minutes in line only to be sent on our way and no return pass if they repopenedWe had this happen in four ride lines and one ride was closed all togetherThis
On the date of visit by Mr*** ***, at approximately hours a storm cell passed over the theme park causing a light rain and lightning around the perimeter of the park For safety reasons, our rides were shut down during the lightening Our records indicate that the total downtime
for the rides was only minutes Our park was open until p.mthat daySo if Mr*** arrived just before the lightening, causing rides down for minutes, he would still have over hours to enjoy the park before closing.All of our tickets state, "no rain checks, no refunds, non-transferable."In the interest of guest service, I would be happy to send Mr*** a valuable discount coupon offering $off of our full priced admission of $ The coupon is valid for up to four persons at this price, and has no expiration date It can be used for regular park operations If Mr*** is interested in this courtesy being offered to him, he may contact me at *** and provide me his mailing address I would be happy to send this offer to him at that time.I will watch for Mr***'s email to me at the above address.Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Hello, I have reached out personally by phone, and in person to settle something that I was told would have been taken care of immediatelyI purchased my annual pass from you, and when I met up with my friends I realized I had got the wrong oneI went straight into the office and asked if I could exchange it for a different and more expensive one, I was told yes, and that my other one would be canceled and refundedThat never happenedSo now I'm lying for two passes instead of one, and I have called multiple times and been told that it would be fixedAnd it hasn'tAll I want is the other pass to be canceled and refunded
Mrs*** concern was shared with our Ride Operations Manager for review and he has relayed the following: Our GhostRider roller coaster had not been officially reopened after complete refurbishment Our Grand Opening day was Saturday, June as stated in all of our advertising
They did a "soft opening" at p.m., but it was not officially open as our own in-house maintenance was taking place on the ride. Pony Express was down for scheduled maintenance and this downtime was posted on our website all week, along with GhostRider. Sierra Sidewinder experienced two intermittent down times, one for minutes at 2:p.mand another at 8:p.m Down times are a usually occurrence on any mechanical rides that are equipped with safety sensors. State Safety inspectors do not work on the weekends, thus we had no "safety inspections" going on Saturday, June In the interest of guest service, if Mrs*** can present to me a copy of her ticket purchase or ticket stubs, I would be happy to send her complimentary tickets to return another time, before December 31, She can email me directly at ***.***@knotts.com to attach her proof of admission purchase. We will not reimburse for travelling expenses, parking or food It is up to our visitors to check our website and know what rides will be down for an extended period of time prior to their visit Intermittent down time is something that no theme park can avoid, being the safety measures that are equipped on all mechanical/electrical rides. We appreciate the *** family's interest in Knott's Berry Farm and certainly hope their next visit will be much more enjoyable. I look forward to further assisting Mrs***. *** ***, Administrator, Guest Communications, Knott's Berry Farm
On 9/28/our Guest Services management processed a refund for the guest in the amount of $234.99. The credit would have appeared on her credit card ending in ...***. Our management will reach out to the guest today to verify if that refund was received. Thank you