LEGOLAND California LLC

Dear Revdex.com, Thank you for making us aware of Ms [redacted] 's concerns with her membership and visitWe are taking this opportunity to investigate her claims and will respond to her directly once we have completed our investigation.Best regards, [redacted] | Product Excellence Manager LEGOLAND® California Resort One LEGOLAND Drive | Carlsbad | CA | | USA Office: | E-Mail: [redacted] [redacted] @LEGOLAND.com

7/15/16Dear Revdex.com,Thank you for the email regarding a complaint you had received from [redacted] on 7/11/16; ID# [redacted] We appreciate this opportunity to hear from this Guest and investigate the concerns.After investigating, we do not show a record of Finance speaking with this MemberWe do show that both transactions that were referenced have signed receipts, which is the reason why a bank dispute was declined.We can understand the situation however and based on this, we are happy to refund [redacted] in the amount of $back onto the credit card used for the transactionAs we do not have access to the full credit card number, we ask that [redacted] call my management team at [redacted] and reference Case # [redacted] to then provide the full credit card information for a refundMy team is available from 9am-5pm (PST), seven days a week.We are sorry for any misinformation or miscommunication that took place and we hope that [redacted] will enjoy her visits to the Resort.Sincerely, [redacted] | Guest Experience and Communications Manager

June 29, Dear Revdex.com Representative, Thank you for the additional informationI have read Ms [redacted] ’s response and here are my findings Ms [redacted] ’s pass was not deactivated prior to her end of her month commitment, which would have ended on October 27, The phone number she provided, and is still showing as valid here on her complaint, when she signed her contract was used to make contact with her October 17, with no return call made back to us after a message was leftThe address that she provided on her contract was one that was used to have a postcard sent out, again letting her know that her credit card was not able to be billedNo contact was made back to us from Ms [redacted] regarding her accountFor those reasons, her account was sent to collections, which is the company Escallate On 10/27/2013, Ms [redacted] signed a contractual agreement whereas she committed to a Merlin Annual Pass monthly contract for her, [redacted] (adult) and [redacted] (child)As part of her contract that she is fully responsible for, she agreed to pay for months of payments, with an option to cancel after the month period As we have received no payments from her from February 2014-September 2014, Ms [redacted] is responsible for completing her contract in the amount of $At that time, we will contact Escallate to withdraw the collections account If Ms [redacted] is unable to pay the full amount in one payment, as a gesture of goodwill, we will accept one payment of $by July 3rd, and the other $by August 3rd, She is welcome to contact me at 760-918-to make these payments, or my team at [redacted] Thank you for contacting us Best regards, [redacted] | Guest Communications & VIP Experience Manager LEGOLAND® California Resort One LEGOLAND Drive | Carlsbad | CA | | USA Office: [redacted] | Fax: [redacted]

Thank you for reaching out to usOn March 22nd, the Guest was refunded the charges based on another chargeback from his bank
*** *** Guest Communications & VIP Manager
LEGOLAND
California Resort
One
LEGOLAND Drive
Carlsbad,
CA

July 27, Revdex.com ** ***
*** *** ***
* Dear Revdex.com, Thank you for making us aware of Ms***’ concerns regarding her monthly membership contract with us, which she started on 4/17/ We do show that Ms*** phoned our office and spoke
with *** on 7/18/During this conversation, *** explained that the contract she signed would continue on a month to month basis after her initial month commitment Ms*** did request a copy of her contract she signed, and *** emailed her a copy of the signed contract and confirmation of her monthly contract now being cancelled per her request on this day at 3:48PMThat email is attached for reference and is the same email address that is being used by Ms*** in this complaint, ***@yahoo.comThe email was not returned as undeliverable I have also attached another copy of her signed contract for reference and have placed stars in the two areas that reference the terms of her contract, whereas she would continue to be billed after the initial month commitment until she calls to cancel As it does state in the contract as well that it can take days to cancel once we receive the request, Ms*** and the two others on her contract, *** *** and *** ***, will be able to visit up till August 17, 2017. As the contract was cancelled on 7/18/17, no further payments will be taken on this monthly account as it was closed As Ms*** entered into a contract with us on 4/17/to pay for her monthly membership account, no refunds are being offered I hope that Ms*** will have an opportunity to visit the Park with her family in the future Best regards, *** *** Product Excellence Manager

July 17, 2015
 
Dear Revdex.com Representative,
 
Thank you for contacting us
about this complaint, # [redacted], for Ms. [redacted]. It is important for us
to hear from our patrons and we are glad that this member has reached out to
you, so that I may investigate the...

matter.
 
My findings show that Ms.
[redacted] signed up for a monthly account on 3/30/2014. At that time, she signed a
contract that required her to commit to a minimum of 12 months whereas her pass
would then continue after the 12 months on a month to month basis until she
called to cancel.
 
Ms. [redacted] at the time of her
June 27th visit had not paid for her monthly membership since
January 2015, leaving her to owe payments for January, February, March, April
and May.  It does appear that the staff
member she spoke with on the 27th of June only made her pay for her
delinquent payments for January and February, however the balance of the
additional months that were delinquent, in addition to the June 30th
payment that would have been needed after her visit, were still owed on her
membership contract.
 
While I do apologize that the
staff member did not charge her for all of her delinquent payments when she
arrived, I am concerned too to know that Ms. [redacted] was unaware she was not
being billed as her credit card was declining all attempts.
 
Once Ms. [redacted] provided a
valid credit card on June 27th, the system she contractually agreed
to allow payments to be taken out billed her daily to get her account up to
date. Here is a breakdown of those charges:
 
07/01/2015 system charged the 03/30/2015 balance
 
07/02/2015 system charged the 04/30/2015 balance
 
07/03/2015 charged the 05/30/2015 balance
 
07/04/2015 charged the 06/30/2015 balance
 
If the staff member did not relay this information above to
Ms. [redacted], then I sincerely apologize for that as I can understand how this
would be upsetting.
 
While we are not offering Ms. [redacted] a refund for her costs
as those were part of her contractual agreement, we certainly do wish to keep
her as an annual pass member. Therefore, simply as a gesture of goodwill, I am
happy to provide Ms. [redacted] with two complimentary Resort Hopper tickets. This
offer would replace the one made by [redacted] on 7/5/2015.
 
If Ms. [redacted] would like to accept the offer, she may
contact me at [redacted] and I would be happy to mail these out to her.
 
  Best regards,
[redacted] | [redacted]
LEGOLAND® California Resort
One LEGOLAND Drive | Carlsbad | CA | 92008 | USA
Office: [redacted] | Fax: [redacted]
E-Mail: [redacted]
www.LEGOLAND.com

7/15/16Dear Revdex.com,Thank you for the email regarding a complaint you had received from [redacted] on 7/11/16; ID# [redacted]. We appreciate this opportunity to hear from this Guest and investigate the concerns.After investigating, we do not show a record of Finance speaking with this Member. We...

do show that both transactions that were referenced have signed receipts, which is the reason why a bank dispute was declined.We can understand the situation however and based on this, we are happy to refund [redacted] in the amount of $860.80 back onto the credit card used for the transaction. As we do not have access to the full credit card number, we ask that [redacted] call my management team at [redacted] and reference Case #[redacted] to then provide the full credit card information for a refund. My team is available from 9am-5pm (PST), seven days a week.We are sorry for any misinformation or miscommunication that took place and we hope that [redacted] will enjoy her visits to the Resort.Sincerely,[redacted] | Guest Experience and Communications Manager

Dear Revdex.com,Thank you for your sharing this complaint with us. Myself, along with our Product Excellence Manager, [redacted] have since spoken directly with Mr. [redacted], aka [redacted], on August 7th. At that time, he made mention that he had contacted the Revdex.com to make this complaint.[redacted] has...

since contacted him by email on August 7th with the following responses, to which Mr. [redacted] has acknowledged the changes that have been made based on his suggestions:Hello Mr. [redacted],This is [redacted] who you spoke with yesterday at the park. It would appear from your attachment that you are not adding in the child's ticket that you need as well. You will need to enter the adult ticket and the child's ticket in to your cart and upon checkout, you will enter the promotional code to have the child's price change to "free". The website will not automatically give a free child's ticket with each adult ticket purchase because some people just need to purchase an adult ticket by itself. At the last page of the purchase you will then enter in [redacted] in the promotional code area and the child's ticket will then show "free". If you would like me to walk you through this, please give me a call at [redacted].[redacted] will be responding to the Revdex.com complaint from [redacted] but without the correct information in the Revdex.com, you will most likely not be receiving a response from them. Also, I would suggest using your own name on the ticket purchase instead of mine because you will need to add in your own information to have the print at home tickets sent to you, not me. We did test the website and the promotional code is working as normal.Thanks,[redacted] Hello Mr. [redacted],We are currently in the process of changing the verbiage on the website to specify that the membership upgrade must be done at the Resort. We are also going to change the information to inform guests during the purchase process of online tickets that they must add both the adult and child ticket in the cart when making a promotional purchase. These will most likely not be in place until the 10th of August.As for the smoking section, we will continue to work on this one. There is no easy fix unless we eliminate it all together. Moving the location may put it closer to a building or make it even more obvious during our guest's arrival experience. I will take this one up with our operational team and look for a better location.Thank you for your feedback and I appreciate the opportunity to improve our guest's experience at the Resort.Thank you,[redacted]       In addition, Mr. [redacted] has upgraded his one-day use tickets to annual passes for him and his family that will begin on August 31st, which was an exception that I made for him based on our conversation. Once again, thank you for contacting us about this complaint, as we appreciated the opportunity to address the matter with the Guest.     Sincerely,
[redacted] | [redacted]

Dear Revdex.com, Thank you for sharing a letter of complaint from Gennady [redacted] with us here at LEGOLAND California Resort. I have taken this opportunity to speak with our Hotel General Manager, [redacted], who has assured me he will be contacting this Guest as soon as possible. My hope is that they...

will be able to find a solution and provide Gennady with a more positive experience. Best regards,[redacted]Product Excellence ManagerLEGOLAND California Resort

Dear Revdex.com, Thank you for making us aware of Ms. [redacted]'s concerns with her membership and visit. We are taking this opportunity to investigate her claims and will respond to her directly once we have completed our investigation.Best regards,[redacted] | Product Excellence Manager LEGOLAND®...

California Resort One LEGOLAND Drive | Carlsbad | CA | 92008 | USA Office: 00.1.760.786.0049 | E-Mail: [redacted].[redacted]@LEGOLAND.com

Better...

Business Bureau:
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]

June 29, 2015
 
Dear Revdex.com Representative,
 
Thank you for the additional information. I have read Ms.
[redacted]’s response and here are my findings.
 
Ms. [redacted]’s pass was not deactivated prior to her end
of her 12 month commitment, which would have ended on October 27, 2014. The
phone number she provided, and is still showing as valid here on her complaint,
when she signed her contract was used to make contact with her October 17, 2014
with no return call made back to us after a message was left. The address that
she provided on her contract was one that was used to have a postcard sent out,
again letting her know that her credit card was not able to be billed. No
contact was made back to us from Ms. [redacted] regarding her account. For those
reasons, her account was sent to collections, which is the company Escallate.
 
On 10/27/2013, Ms. [redacted] signed a contractual agreement
whereas she committed to a Merlin Annual Pass monthly contract for her, [redacted] (adult) and [redacted] (child). As part of her contract that she is fully
responsible for, she agreed to pay for 12 months of payments, with an option to
cancel after the 12 month period.
 
As we have received no payments from her from February
2014-September 2014, Ms. [redacted] is responsible for completing her contract in
the amount of $303.28. At that time, we will contact Escallate to withdraw the
collections account.
 
If Ms. [redacted] is unable to pay the full amount in one
payment, as a gesture of goodwill, we will accept one payment of $151.64 by
July 3rd, 2015 and the other $151.64 by August 3rd, 2015.
She is welcome to contact me at 760-918-5364 to make these payments, or my team
at [redacted].
 
Thank you for contacting us.
 
Best regards,
 
  
[redacted] | Guest Communications
& VIP Experience Manager
LEGOLAND® California Resort
One LEGOLAND Drive | Carlsbad | CA | 92008 | USA
Office: [redacted] | Fax: [redacted]

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.
If Lego land better educated the staff member in customer service non of this would of been an issue. when I walked in to express mt dissatisfaction with event that took place at the park the rep did inform me I could cancel my membership and I did.  i find it appalling that Lego land feel they did due dillyby not contacting me EVER by phone. I have my phone records pulled from [redacted] and I got no call to Voice mail from Lego land and those records can be forwarded if needed. I thought all was well had Lego Land contacted me and let me know about this mis communication I would of continued paying at t least used the free passes (that I still have in my possession) when I called and spoke with customer service they first said they couldn't call me as they didn't have a phone number for me. it funny after escalating to magnet all the sudden they had record of a call. What are the standard collection processes of Lego land? Ignore declined payments wait until the last minute don't try and help the customer will courtesy phone calls so you can screw them and send them to collections? If I had to continue to pay for this pass all year no matter what then why was my pass deactivated in FEB and not able to be used to enter the park? how am I expected to pay for something I was not even being allowed to use? This by far is not the end of this battle I know I am right and was misinformed by park staff and stuck paying the price. I would like the balance removed from my credit. If Lego land would like to work something out on this I am will to take come of the blame and pay 50% of the balance they feel they are owed. Guess the lesson to any one who goes to the park don't buy a season pass because if your not happy your stuck no matter what. no other parks operate this way its very sad you guys would at a park aim to family with small children. way to steal from kids! 
Regards,
[redacted]

October 11, 2016   Dear Revdex.com,   Thank you for sharing a concern you received from [redacted], #[redacted], regarding his online ticket purchase. We appreciate the chance to hear from our future Guests.   The online offer of $35 admission to the Brick or Treat event did expire on...

October 5th. We can however understand that perhaps the site may have had a glitch whereas the offer may have shown the lower price during this particular purchase.  Therefore, we are happy to accept as a benefit of the doubt and offer a refund, as a gesture of goodwill, of the $5 per ticket for the order that has since been purchased by Mr. [redacted].   Mr. [redacted] may contact us at [redacted] and provide us with the order number of the purchase, or call us at [redacted] to speak with a representative. Please advise as well to reference #[redacted] when contacting us, so that we can ensure his refund is processed.   Once again, thank you for contacting us.  Guest experience is very important to us and we appreciate this opportunity to make it right. Best regards, [redacted] | Product Excellence Manager LEGOLAND® California Resort [redacted] Office: [redacted] | E-Mail: [redacted] www.LEGOLAND.com