Louisville Mega Cavern

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 belowThey're policy is unfair to consumersI waited till I knew that we were going to Louisville to make the reservationI did so the day before at about 10amWhen I got home, I found my husband sick with flu-like symptomsMy husband and I have respect for the wellbeing of people around us, and opted not to fight the weather to attend while he was sickI find it disappointing that the facility is willing to endanger their patrons by exposing them to the flu and any other range of diseasesOn facebook, when I tried to reason with them they suggested that in the future we call that dayBut, we had to do it early because their tours fill up quicklyI called them to cancel my reservation on friday night only a few hours after making the reservationIf they fill up quickly why would it be so difficult for them to fill the spots after they had been given notice that we were unable to attendI understand that they have those policies to "protect" themselves but what about the protection of tourismIt is my belief that this policy is preditory and takes advantanage of potential touristIf a company is not going to offer some way for a person to back-oor return a service or product it should not be made availableIf this company is so poorly ran that they are unable to make changes to their system in less than a week then they should only take reservations a week in advance or same day walk-insThey should not make reservations available to be made within the time period that they will not return money or change datesI contacted the Kentucky State Tourism Board as well regarding this issueThey stated that they recieve this complaint frequentlyIn the interest of future potential park goers I would also like the Revdex.com to consider changing the company's rating from an A to a C based on the difficulty I have had with my experience, the vast number of complaints that have been recieved by the tourism board and the pure disrepect that the company has for consumers and touristDue to the behaviour of this company I have decided that instead of rescheduling our visit to KY we will be looking for somewhere else to spend out hard earned money that Kentucky does not respectRegards, [redacted]  %

During the week of February 16th, the Louisville Metro Area has had some unfortunate weather that we do not normally experienceIn considering the safety of our employees and guests we did make the decision to close on the date of Monday, February 16th and Saturday, February 21stWe based those decisions on the local weatherWe contacted everyone with working numbers who had made advanced reservations with us on the previous mentioned dateWe notified everyone of the closure and that we would be issuing rain checks for them all to come back at a later dateAs per our standard policy we do not issue any refunds, of which our customers agree to upon making advanced reservationsWe do not currently have a policy in place in the case that we close due to inclement weather but we are in the processing of creating one as a result of our closures due to local weather Our poor weather policy will solely be based on local weather even though we do server people nationally and internationally [redacted] Co-Manager Louisville Mega Cavern

[redacted] , thank you for submitting your concernPlease contact me directly at [redacted] and I would be happy to place you on another tour

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 owner/management paints a great picture of themselves when it comes to costumer service If that was the case, I would not have have taken the effort/action of filing a complaint The business response are and very misleading I just wanted the public to be aware!!Regards, [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 [Provide details of why you are not satisfied with this resolutionPlease respond here ONLY]I am not satisfied with the resolution as the business has made no attempt to resolve the issueI asked for a full refund, and instead they state their refund policy and make claims that the website indicates that all times are EasternTheir response that their "..website's purchasing page clearly indicates in big bold red letters that we are on eastern time as do the individual tickets that you purchase..." is simply not trueI went to the website to go through the actions one would take in order to purchase tickets and took screenshots of every screenUnfortunately I was only able to provide four of the screenshots taken, but will be happy to provide more if need beAt no point during my time on the website did I see any "big bold red letters" that would indicate the times were for Eastern timeI look forward to a reply from the business, and hope that they will attempt to resolve this issue Respectfully, [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 belowRegards, [redacted] I am dissatisfied with the Mega Caverns' response to my complaintI will make an effort to contact the owners again to resolve this situation- [redacted] stated that: "As per our standard policy we do not issue any refunds, of which our customers agree to upon making advanced reservations." -Mega Cavern also has a policy "We are open year-round regardless of the outside weather." I find it interesting that they chose to disregard their policy that kept them open but still choose to abide by their policy that allows them to steal my $Furthermore, I see that there is a previous case of this happeningIt is logged on the Revdex.com websitewebsitehttp://www.Revdex.com.org/louisville/business-reviews/services-gen...⇄ This link is proof of the Mega Cavern offering a refund on 1/31/It is obvious that the Mega Cavern has the ability to refund our money just not the motivation- [redacted] stated that: "We do not currently have a policy in place in the case that we close due to inclement weather but we are in the processing of creating one as a result of last week's weather." -Instead of wasting time on creating a policy to allow people to get their refund, how about they just refund the money- [redacted] stated that: "we did understand their situation and did make an attempt to accommodate them by calling in some staff to take them out on tourThis offer was declined" - The offer was not declinedAfter they cancelled on our group, it was not possible for us to un-cancel the tripMega Cavern did that for the sole reason to not offer rain checks or refunds- [redacted] also stated that there are phone records of the interactions that day I would appreciate a copy of these phone recordsThe only phone record I have is the message that Group Sales left for me stating that the Mega Cavern was closed and that our trip had been cancelled by the Mega Cavern- I also find it interesting that the Mega Cavern was closed in consideration of their employee' safety until it came to offering a refund? The only logical, rational solution to this situation is a full refundI refuse to pay for services that I did not receive [redacted] ***

Business Response to a ComplaintComplaint ID#: [redacted] Company Name:Louisville Mega CavernCompany Contact: [redacted] ***Company Phone:###-###-####Company Email:[email protected] Who Sent the Complaint: [redacted] Staff Member:Response:Thank you for addressing your concern with our policy and websiteHowever, our website's purchasing page clearly indicates in big bold red letters that we are on eastern time as do the individual tickets that you purchasePlease let us know if you have any other concernsYou can contact us directly at ###-###-####.Sent on: 8/31/8:30:AM

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 belowMega Cavern, I find it perplexing that in spite of all of the negative press, the Cavern has decided to ignore all logic, reason and morality to abide by their NO REFUNDS policyRather than fix the problem in a professional manner, the Cavern has decided to steal my $I have taken this matter to the Revdex.com, Chamber of Commerce, Tripadvisor, Yelp, facebook, Ripoff Report and ultimately the Attorney Generals' officeThe Attorney General Office of Kentucky has sent the Cavern a letter stating that a refund is the right thing to do given the circumstances The Cavern cares more about keeping my $than they do about their reputation with the Attorney Generals' OfficeAll of the major successful companies in a first world economy have seen the benefits of a favorable refund policyMega Cavern has chosen to neglect modern business practices and prefer to rip off their customersRegards, [redacted] [redacted] The Mega Cavern saga is over.My credit card called me today to let me know that they credited my account the full $1313.34.I don't know if the Mega Cavern actually approved the transaction or if MasterCard just made it happen, but either way it's all done and over!!!Thanks, [redacted] ***? &nb

Guests did participate in the zip line tour but were too afraid to complete itAt that time, we did issue rain checks per our policyOur rain check policy is listed on our websiteIf you arrive for the tour and you cannot complete the course due to fear, we will give you a six month rain check We encourage you to try againThe rain check is specifically for you and cannot be transferred to another person

We are very sorry for the circumstances of this family, however we do have a very strict policy in which we do not allow for any reschedules, cancellations or refunds within a seven day windowThis policy is agreed to when either making a reservation online or over the phone prior to completing the purchase

During the week of February 16th, the Louisville Metro Area has had some unfortunate weather that we do not normally experienceIn considering the safety of our employees and guests we did make the decision to close on the date of Monday, February 16th and Saturday, February 21stWe based those
decisions on the local weatherWe contacted everyone with working numbers who had made advanced reservations with us on the previous mentioned dateWe notified everyone of the closure and that we would be issuing rain checks for them all to come back at a later dateAs per our standard policy we do not issue any refunds, of which our customers agree to upon making advanced reservationsWe do not currently have a policy in place in the case that we close due to inclement weather but we are in the processing of creating one as a result of our closures due to local weather Our poor weather policy will solely be based on local weather even though we do server people nationally and internationally
*** ***
***
Louisville Mega Cavern
###-###-####%

During the week of February 16th, the Louisville Metro Area has had some unfortunate weather that we do not normally experienceIn considering the safety of our employees and guests we did make the decision to close on the date of Monday, February 16th and Saturday, February 21stWe based those
decisions on the local weatherWe contacted everyone with working numbers who had made advanced reservations with us on the previous mentioned dateWe notified everyone of the closure and that we would be issuing rain checks for them all to come back at a later dateAs per our standard policy we do not issue any refunds, of which our customers agree to upon making advanced reservationsWe do not currently have a policy in place in the case that we close due to inclement weather but we are in the processing of creating one as a result of our closures due to local weather Our poor weather policy will solely be based on local weather even though we do server people nationally and internationally
Jeremiah Heath
Co-Manager
Louisville Mega Cavern
(877) 614-6342%

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
Regards,
*** ***

Our bikes are mechanical and do have maintenance issues from time to timeWe do have a mechanic on staff that performs regular maintenance on our rental fleetWe did respond to this cus***ers' concerns with an offer of a refund and to switch out bikes for themBoth offers were declined

During the week of February 16th, the Louisville Metro Area has had some unfortunate weather that we do not normally experience. In considering the safety of our employees and guests we did make the decision to close on the date of Monday, February 16th and Saturday, February 21st. We based those...

decisions on the local weather. We contacted everyone with working numbers who had made advanced reservations with us on the previous mentioned date. We notified everyone of the closure and that we would be issuing rain checks for them all to come back at a later date. As per our standard policy we do not issue any refunds, of which our customers agree to upon making advanced reservations. We do not currently have a policy in place in the case that we close due to inclement weather but we are in the processing of creating one as a result of our closures due to local weather.  Our poor weather policy will solely be based on local weather even though we do server people nationally and internationally.
[redacted]
Co-Manager
Louisville Mega Cavern
###-###-####

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.
They're policy is unfair to consumers. I waited till I knew that we were going to Louisville to make the reservation. I did so the day before at about 10am. When I got home, I found my husband sick with flu-like symptoms. My husband and I have respect for the wellbeing of people around us, and opted not to fight the weather to attend while he was sick. I find it disappointing that the facility is willing to endanger their patrons by exposing them to the flu and any other range of diseases. On facebook, when I tried to reason with them they suggested that in the future we call that day. But, we had to do it early because their tours fill up quickly. I called them to cancel my reservation on friday night only a few hours after making the reservation. If they fill up quickly why would it be so difficult for them to fill the spots after they had been given notice that we were unable to attend. I understand that they have those policies to "protect" themselves but what about the protection of tourism. It is my belief that this policy is preditory and takes advantanage of potential tourist. If a company is not going to offer some way for a person to back-out-of or return a service or product it should not be made available. If this company is so poorly ran that they are unable to make changes to their system in less than a week then they should only take reservations a week in advance or same day walk-ins... They should not make reservations available to be made within the time period that they will not return money or change dates. I contacted the Kentucky State Tourism Board as well regarding this issue. They stated that they recieve this complaint frequently. In the interest of future potential park goers I would also like the Revdex.com to consider changing the company's rating from an A to a C based on the difficulty I have had with my experience, the vast number of complaints that have been recieved by the tourism board and the pure disrepect that the company has for consumers and tourist. Due to the behaviour of this company I have decided that instead of rescheduling our visit to KY we will be looking for somewhere else to spend out hard earned money that Kentucky does not respect.
Regards,
[redacted]
 
 
 
&nbsp%

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.
Regards,
[redacted]
 
I am dissatisfied with the Mega Caverns' response to my complaint. I will make an effort to contact the owners again to resolve this situation.
- [redacted] stated that:
"As per our standard policy we do not issue any refunds, of which our customers agree to upon making advanced reservations." 
-Mega Cavern also has a policy "We are open year-round regardless of the outside weather." I find it interesting that they chose to disregard their policy that kept them open but still choose to abide by their policy that allows them to steal my $1300. Furthermore, I see that there is a previous case of this happening. It is logged on the Revdex.com website.
website. http://www.Revdex.com.org/louisville/business-reviews/services-general...⇄ /> This link is proof of the Mega Cavern offering a refund on 1/31/2014. It is obvious that the Mega Cavern has the ability to refund our money just not the motivation.
- [redacted] stated that:
"We do not currently have a policy in place in the case that we close due to inclement weather but we are in the processing of creating one as a result of last week's weather."
-Instead of wasting time on creating a policy to allow people to get their refund, how about they just refund the money.
- [redacted] stated that:
"we did understand their situation and did make an attempt to accommodate them by calling in some staff to take them out on tour. This offer was declined"
- The offer was not declined. After they cancelled on our group, it was not possible for us to un-cancel the trip. Mega Cavern did that for the sole reason to not offer rain checks or refunds.
- [redacted] also stated that there are phone records of the interactions that day.  I would appreciate a copy of these phone records. The only phone record I have is the message that Group Sales left for me stating that the Mega Cavern was closed and that our trip had been cancelled by the Mega Cavern.
- I also find it interesting that the Mega Cavern was closed in consideration of their employee' safety until it came to offering a refund?
The only logical, rational solution to this situation is a full refund. I refuse to pay for services that I did not receive.
[redacted]

We are very sorry for the circumstances of this family, however we do have a very strict policy in which we do not allow for any reschedules, cancellations or refunds within a seven day window. This policy is agreed to when either making a reservation online or over the phone prior to completing the...

purchase.

Better...

Business Bureau: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.
A refund was not clearly offered, as the employees stated that there is a strict no refund policy. Upon my refund request with the owner I received condescending remarks and failure to listen to my full concern without being interrupted (at one point owner told me to " just shut up for a minute"). A bike mechanic was never called to look at the bikes while we were there, so I could not confidently accept renting a third bike from them without having safety concerns.
if the owner would like to honor his offer to provide a refund he can do so through my credit card, and I would gladly accept. 
Regards,[redacted]

Thank you again for your concern. We do enforce our policy. We have checked our website multiple times from multiple devices. It does clearly indicate that we are on Eastern Time.