McDonald Ranch Summer Day Camp

Initial Business Response /* (1000, 15, 2015/07/30) */
Dear Ms***
I am receipt of your letter dated July 21, regarding a complaint from *** ***Please make necessary changes so that I get any future correspondenceMy name is *** ***, not *** ***My address is
*** XXXXX not *** ***Because of these errors, I have not received any prior correspondenceNow that we have received your correspondence, we would like to respond to Ms***'s complaint
Our understanding of Ms***'s concern is that she has not received her refund and that our refund policy is "bogus"Our position on this is that we explained to Ms*** is that we are happy to process a refund for her but not until our camp is over August 15thThe reason for this is that we do all our final audits for the summer at that time and have to have a board meeting to discuss the exceptions to our refund policyWe need to be sure all credit charges have been processed, all checks have cleared and then, that our board approves the expenditureMs*** felt this policy was "bogus" and filed a complaint with the Revdex.comHowever, our policy is explained in our registration policy before payment is madeThe reason Ms*** wanted a refund was because no one returned her phone callThis is not a reason we generally give a refund especially when it comes a few days before campWe reserved and held a space for Ms***'s child turning down other campers who wanted to comeNot only do we lose the funding needed to run our camp but, more unfortunately, a child who could have come to camp has had to miss campIn Ms***'s case, I went above my position in promising to send her a refund but I did tell her it would not come until camp was finishedAs it is, my board of directors is not going to be happy with me for promising a refund without their approvalHowever, I am not willing to refund without their knowledge and final approval in AugustSince this matter is scheduled to be resolved in August, I feel it is unfair to give us a bad rating at this timeWe have been in business for over years and have an excellent reputation for both safety and as professional summer campThus, we are asking you to remove this rating until September 1, and then review the outcome at that time
*** ***
Initial Consumer Rebuttal /* (3000, 17, 2015/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Ms***,
This is regarding *** Ranch Summer Day CampI am responding to a written response from *** *** concerning my original complaintHer portrayal of my side does not accurately
represent what occurredAs I stated in my original complaint, I tried to contact the camp unsuccessfully before my child was set to begin camp to establish verbal contact with the camp and have some of my questions answeredI had received no printed material from the camp since enrolling my child via the internet; and wondered when I would receive confirmation of my child's enrollmentI emailed the camp and tried to phone the camp numerous times without luckI finally took myself to the camp, which was not well marked from the road, with no sign up outside the propertyMy child was due to start camp in a week and I had heard nothingI wondered where to bring my child for the shuttle pick up and drop off and what he should wear etcI did manage to speak with someone at the camp, the day I went out thereShe did not give her title and there was no recognizable office, She said I would receive a refund at that timeShe said very little else about it, except that it was not problem to fill the space, as they had a waiting list, This was after I had decided to discontinue my child's enrollment for the upcoming sessionI didn't like the feel of the campIt seemed disorganized and I saw some teenagers that I presumed were staffThe kids seemed to have known each other from before, since this was only a couple days into the first sessionI understand the camp runs an after school daycare, so I thought this might be why the kids seemed so familiar with one anotherI decided my child would not feel comfortable in that setting; and as I had signed him up for the one day of horseback riding, was concerned for his safetyAt that time, I was told I would receive a refund with no stipulationsMy son did not attend even one day of campI am not used to dealing with a business that takes three months to give a credit refund back to a debit cardi admit I had not read the lengthy email disclosure regarding the specifics of their refund policy; but having not read it in detail still feel I am due a refund out of common courtesy to the customer, as well as being told by *** *** in an email that I would receive one within one months timeI paid for something I did not receive; and in this feel I was misguided in several ways by this businessThank you for hearing my side of the complaint