Knott's Berry Farm

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

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,
*** ***

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,
*** ***

This is the verbiage that was sent in an email to all of our season pass holders:Opening This Weekend!Splash into Summer at Knott’s Soak City Waterpark when it opens for the season this Saturday, May 20th, and debuts its 2-acre expansion with new slides.While it does indicate that the waterpark
opens on Saturday, May 20th, we do not list further operating days or hours? It is the responsibility of our season pass holders to check our website at www.knotts.com for the park operating days and hours, just as you would any theme park or entertainment venue, prior to visiting.Historically, our water park opens mid-May and is only open for Saturday/Sunday until Memorial Day, then we are open days a week through late August, when we go back to a Saturday/Sunday only opening through mid-September.While we certainly understand Mr***'s disappointment in visiting the park, only to find it closed, we would like to offer him three (3) complimentary meals at the Soak City Longboard Grill? Mr*** may contact me at [email protected] to collect the complimentary meals.? ? ? ?

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 business really did not provide any closure to my issueThe manager that called me after the incident gave the impression that it really was not their problem and that what happened with the entire situation was completely ACCEPTABLEBased on the phone conversation, it was clear to me that this was a joke to the management at Knotts Berry Farm.?
Regards,
*** ***

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,
*** ***

Our Ride Operations management has made contact with the guest asking for more information as to where/how she purchased her items, and to provide us with a receipt of her purchases? We will gladly provide her with a refund, but we need the proof of purchase to do thatThe guest has on
responded with vague information and has provided no receipts

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,
*** ***

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 resolvedI did hear from them yesterday and the resolution was they refunded the fast passes and entry ticketsI provided my credit card statement which showed the chargeI was not given a receipt at the park for the fast passes
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.? ? ? ?

This concern was reviewed by our Guest Services Management, [redacted].  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...

9/11/17 by processing a full refund in the amount of [redacted] for the first passes purchased.  This concern is now closed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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 provided by Knotts completely contradicts all the facts. I called guest services on 10/13/2017 and was advised to send a request to guest services for a refund. I've attached the email dated 10/13/2017. I called guest services for a follow up on 11/06 and spoke to someone in guest services who transferred me to [redacted] in rides. She advised that she would escalate and I should receive a call within 5 days. I later called on 11/20 and spoke to [redacted] in guest services who was able to locate my email and also a history of my calls, she also informed me that she would have someone follow up with me. Again no call back or follow through. The final person I spoke to was [redacted] with rides. She too was able to locate my information and advised there was nothing she could do, but would have a supervisor call me back. At this point, frustration set in due to the lack of follow through from everyone I spoke to in both guest services and in rides. I am expecting a full refund as I was  informed on various occasions. This is a major corporation and should have recordings of my calls. ]
Regards,
[redacted]

Knott's Berry Farm has thoroughly searched our records for the concerns of [redacted] 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 [redacted] as well.We are certainly sorry for Ms. [redacted]'s experience at Knott's Scary Farm, but as stated on her ticket purchase, we do not provide refunds.  If. Ms. [redacted] 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. [redacted] may forward her proof of purchase to me in as an attachment to my email address at [redacted]@knotts.com. Thank you for bringing this matter to our attention.

Our Guest Services Manager, has attempted to get in contact with customer [redacted] at the referenced phone number.  Two messages have been left, but no phone call has been returned to [redacted], Manager of Guest Services. 
A refund for the one unused season pass for...

[redacted] has been refunded through the ordering website.  A refund should appear on the purchaser's bank statement within 5-10 days of submittal.  If the customer feels the concern is still not handled, they should contact [redacted], Manager of Guest Services at ###-###-####.

Mrs. [redacted] 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 11 as stated in all of our advertising....

 They did a "soft opening" at 3 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 17 minutes at 2:45 p.m. and another at 8:53 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 4.   In the interest of guest service, if Mrs. [redacted] 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, 2016.   She can email me directly at [redacted].[redacted]@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 [redacted] 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. [redacted], Administrator, Guest Communications, Knott's Berry Farm

Our Park Foods management responded to the Information Center in regards to Ms. [redacted]'s situation.  Because Ms. [redacted] could not provide receipts for the referenced transactions, our policy does not allow for a refund without proof of purchase due to in-house accounting measures.If Ms....

[redacted] can provide us with a bank statement showing the two back to back transactions from her debit card, I would be happy to seek further approval for a refund.  She may send the proof to me at [redacted] and then I would be happy to seek authorization for a refund to be processed.

In purchasing a Fast Pass a guest gets to "bypass the regular line."  However, depending on how many guests have purchased a Fast Pass, or how many guests have handicapped access passes, would...

determine the wait time in the Fast Pass lane.  On the day of [redacted] visit, the "regular" line exceeded 90 minutes.  Lisa only waited 20 minutes to board attractions  with the Fast Pass.  Our verbiage on the website does not state, "front of the line," but rather "bypass the regular line," which is exactly what she did.  Therefore, our verbiage is not misleading or false.The Fast Pass program was executed as designed on the day of this guest's visit, by her wait in line being very reduced, compared to the regular lines of up to an hour and a half wait.  Therefore, her request for a refund is denied.

A representative of our Ride Operations Department has attempted phone contact with the guest twice in the past 2 weeks with no answer.  A message was left for the guest to contact us.  If this guest will contact  [redacted] Urquides at [redacted] or by email at...

[redacted][email protected] arrangements will be made for the guest to receive a full refund on the Fast Passes.

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. [redacted] AdministratorGuest CommunicationsKnott's Berry Farm

Revdex.com:
I have...

reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]