Louisville Mega Cavern

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

Guests did participate in the zip line tour but were too afraid to complete it. At that time, we did issue rain checks per our policy. Our rain check policy is listed on our website. If 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 again. The rain check is specifically for you and cannot be transferred to another person.

A refund was offered at the time of the issue and was denied. The refund is no longer an option.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update...

it before sending it.]
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]

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.
Mega 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 policy.
Rather than fix the problem in a professional manner, the Cavern has decided to steal my $1300. I have taken this matter to the Revdex.com, Chamber of Commerce, Tripadvisor, Yelp, facebook, Ripoff Report and ultimately the Attorney Generals' office. The 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 $1300 than they do about their reputation with the Attorney Generals' Office.
All of the major successful companies in a first world economy have seen the benefits of a favorable refund policy. Mega Cavern has chosen to neglect modern business practices and prefer to rip off their customers.
Regards,
[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

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 understand the policy, but when a member of our armed forces, a Vietnam Veteran, commits suicide and causes a need for a family member to attend an out of state Military Funeral, it seems unpatriotic as well as extremely in-human to not allow a simple schedule change. You grant Military discounts, so you must have some respect for our Armed Forces and Veterans, however, it appears that respect does not apply to those that are deceased. The person needing to attend the funeral was also ex-Marine, he has certainly let it be know how he was treated by your company.

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

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 website. However, 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 purchase. Please let us know if you have any other concerns. You can contact us directly at ###-###-####.Sent on: 8/31/2016 8:30:56 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 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 false 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 1[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 resolution. Please respond here ONLY]I am not satisfied with the resolution as the business has made no attempt to resolve the issue. I asked for a full refund, and instead they state their refund policy and make claims that the website indicates that all times are Eastern. Their 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 true. I went to the website to go through the actions one would take in order to purchase tickets and took screenshots of every screen. Unfortunately I was only able to provide four of the screenshots taken, but will be happy to provide more if need be. At no point during my time on the website did I see any "big bold red letters" that would indicate the times were for Eastern time. I look forward to a reply from the business, and hope that they will attempt to resolve this issue. 
Respectfully,
[redacted]

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. 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 last week's weather.  
For the mentioned group in Complaint ID [redacted] 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. Upon investigating the recorded phone calls of the calls made to and from the customer, nothing was said from the Mega Cavern staff of being able to negotiate a refund with the owners.
[redacted]
Co-Manager
Louisville Mega Cavern
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When customers make reservations with us they agree to our cancellation policy which indicates that we do not allow for any reschedules, cancellation or refunds for any reason including health and weather related incidents. Reservations become permanent within a one week window of the reservation...

date and time. This policy is spoken and agreed to if making a reservation over the phone or it is agreed to if making a reservation online. The reservation cannot be made unless this policy is agreed upon by the customer.
[redacted]
Co-Manager
Louisville Mega Cavern
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