Initial Business Response /* (1000, 5, 2015/09/28) */
September 28, 2015
RE: Case # [redacted]
Regarding the complaint:
The staff's response to the initial complaint was both prompt and detailed. Explanations were provided thoroughly highlighting and addressing each issue brought forth per...
guidelines and regulations of the property. Our video footage of the pool area, along with corroborating staff accounts (from those at the facility during the event), allowed us to assess the situation in an objective, factual, and professional manner.
Continued correspondence from the complaining party has been promptly addressed despite their badgering, threatening, and bullying tone and their attempts to tarnish our reputation within the local community where we offer a great deal of support.
Regarding the claim that no response was provided to a September 2, 2015 email:
As stated above, we have been available and professional each time we were contacted, and there have been responses to each attempt at communication. After an in person meeting the day after the event, a response -and subsequent conversation- to the email sent on September 2, 2015 was provided, as well as another email based conversation (that included threats against and to defame our company) on September 22, 2015 (the day this complaint was filed). Furthermore, on September 22, a meeting was arranged between the complaining party and our Director of Operations for September 28, via phone call.
Regarding a $150 refund for the party:
Despite our ongoing conversations, this is the first time we have been asked for a refund for the event. The request for a $150.00 refund will not be granted. However, to appease the situation for all parties, we have already provided them with a penalty free cancellation of their membership (valued at $937.50) despite the terms of their contract.
Regarding immediate cancellation of membership:
Their resignation request was received and approved on September 19, 2015, but remains pending as we are, per policy, waiting on a signature from the complaining party to finalize the resignation.
Initial Consumer Rebuttal /* (3000, 8, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business continues to falsify their position. The 'in person' meeting the day after the event did NOT occur as they state in their reply. They emailing began AFTER they did not return calls in a timely manner.
As a consumer I have shared this situation with exactly to parties outside of those in attendance who haven't asked for further details as they were witness.
If they indeed have surveillance they would further see that our account of fulfilling their role as gate keepers were factual.
As for the meeting on the 28th... [redacted] who set up the meeting with the directed of operations failed to notify us that the director was unavailable. Today is the 28th and we AGAIN had to call to find out what was happening.
We again request the full $150 refund as their account is erroneous and the cancellation request was dismissed by the staff at the resort when we attempted to cancel before this complaint to the Revdex.com with [redacted]fer being 'unavailable' time and time again.
Final Consumer Response /* (3000, 11, 2015/09/30) */
We received this email AFTER we called to ask about the meeting with their director of operations:
[redacted],
Our Director of Operations has elected to rescind his offer to meet with you. This will be my last correspondence with you, per management.
Initial Business Response /* (1000, 5, 2015/09/28) */
September 28, 2015
RE: Case # [redacted]
Regarding the complaint:
The staff's response to the initial complaint was both prompt and detailed. Explanations were provided thoroughly highlighting and addressing each issue brought forth per...
guidelines and regulations of the property. Our video footage of the pool area, along with corroborating staff accounts (from those at the facility during the event), allowed us to assess the situation in an objective, factual, and professional manner.
Continued correspondence from the complaining party has been promptly addressed despite their badgering, threatening, and bullying tone and their attempts to tarnish our reputation within the local community where we offer a great deal of support.
Regarding the claim that no response was provided to a September 2, 2015 email:
As stated above, we have been available and professional each time we were contacted, and there have been responses to each attempt at communication. After an in person meeting the day after the event, a response -and subsequent conversation- to the email sent on September 2, 2015 was provided, as well as another email based conversation (that included threats against and to defame our company) on September 22, 2015 (the day this complaint was filed). Furthermore, on September 22, a meeting was arranged between the complaining party and our Director of Operations for September 28, via phone call.
Regarding a $150 refund for the party:
Despite our ongoing conversations, this is the first time we have been asked for a refund for the event. The request for a $150.00 refund will not be granted. However, to appease the situation for all parties, we have already provided them with a penalty free cancellation of their membership (valued at $937.50) despite the terms of their contract.
Regarding immediate cancellation of membership:
Their resignation request was received and approved on September 19, 2015, but remains pending as we are, per policy, waiting on a signature from the complaining party to finalize the resignation.
Initial Consumer Rebuttal /* (3000, 8, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business continues to falsify their position. The 'in person' meeting the day after the event did NOT occur as they state in their reply. They emailing began AFTER they did not return calls in a timely manner.
As a consumer I have shared this situation with exactly to parties outside of those in attendance who haven't asked for further details as they were witness.
If they indeed have surveillance they would further see that our account of fulfilling their role as gate keepers were factual.
As for the meeting on the 28th... [redacted] who set up the meeting with the directed of operations failed to notify us that the director was unavailable. Today is the 28th and we AGAIN had to call to find out what was happening.
We again request the full $150 refund as their account is erroneous and the cancellation request was dismissed by the staff at the resort when we attempted to cancel before this complaint to the Revdex.com with [redacted]fer being 'unavailable' time and time again.
Final Consumer Response /* (3000, 11, 2015/09/30) */
We received this email AFTER we called to ask about the meeting with their director of operations:
[redacted],
Our Director of Operations has elected to rescind his offer to meet with you. This will be my last correspondence with you, per management.
We wish you the best in the future.