R Adventure Park

From: [redacted] Sent: Saturday, July 23, 2:PMTo: Revdex.comCc: [redacted] Subject: RE: Revdex.com complaint # [redacted] .Importance: HighI have tried to reply on your website times I'm not sure if it's going through and want to make sure I've responded I've decided to email the response also.In response to claim [redacted] :When any customer comes in, we have them read and sign personal liability waivers(Attached) Also when ATV's are rented one customer of the party reads and signs a vehicle damage acceptance form and we hold their credit card while they are on the activity(Attached) This tour started at 10:a.mas stated on the vehicle damage check off form (Attached) that the customer signs off on(Attached) At approximately 11:40, [redacted] entered the office The manager on duty greeted him the same way as all customers, inquiring if they had fun Albert's response was "Yeah, until I turned around and she wasn't there When I got back to her, she said she 'jacked' her knee." They then offered ice and to call the EMS He declined saying he was going to take her to the hospital to be safe, but he didn't think it was that bad He then proceeded to pull out cash to pay for the second ATV This was at 11:a.m(All receipts attached) The guide checked the ATV's and noted additional damage to the front end The front rack had a dent (Attached) and the front cover was bent (attached.) It was obvious that she had hit something high [redacted] even inquired if it was on the top The guide was instructed to have the mechanic assess the ATV At this time, [redacted] did ask if he could leave a phone number to discuss damages afterward Tina agreed that he could and they could just pick back up the credit card and ID after the hospital trip The mechanic said both pieces would have to be changed In our Cheap Cycle Parts price book, we located the cost of these and added an hour for labor Upon further investigation (after the customer left) we could see what it looks like she hit the back of his ATV with hers.) We never charged them for anything on his ATV We purchased new ATVs in August The ATV in question is a Kawasaki Brute Force that had only one prior damage report We have those records on file if needed During this time, ice was retrieved for the wife The husband never left the lobby to check on his wife or take her the ice and no screaming was ever heard by anyone on the property from the truck The wife did honk the horn about or times in a row only minutes before we finished [redacted] called back in at p.mon the day in question and asked to talk about the charges for the ATV Tina explained that she was involved in the process and felt that it was unfair to make him discuss it with her, so she put the General Manager on the phone Michelle listened to [redacted] then explained that she wasn't there when the incident happened and she'd just gotten back on the property She wanted to talk to the guide and mechanic and she would call him back She also said that it would be awhile before she did because it was late in the day and she'd probably wouldn't be able to return the call that day Within minutes of that phone call he started posting horrible reviews on our Facebook page(attached) We've not called the customer back because they said they were contacting their lawyers and threatening suits already At this point we've asked for the lawyer contact information so we can assist with this These customers haven't even given us a chance to do a proper review before deciding we were wrong They are slandering us on Facebook and Google reviews (attached) We've been busy with customers and it has taken about 5-hours of research to get all the information together for this case Please review all the attached documents This should make sense to you then If you have any more questions, please call [redacted] or email us Thank you

When you rent a car, the rental agency goes over all the damage on the vehicle (makes notes of current damages) and has the customer sign off on the damages. The customer agrees to return the vehicle in the same condition they received it in. The same goes for renting ATV's. We went over all the current damages and the customers signed off on what was there. If you returned a rental car with additional damage to it (than what was there when you started) you'd expect to pay for the damages. Renting any vehicle is the same. It is our policy to inform the customers that there is very little cell reception in the area. We always advise the customer that if they choose to take their phones, it is only for the purpose of taking photos. No one tells the customer to not take the phone with them. We advise to make sure it's in a secure pocket. The customer is always welcome to take pictures of their ATV's before they ride them. We order our parts from the local Kawasaki dealer, but they do not offer the price list online. After research, we've found that Cheap Cycle Parts is the closest to match to what we pay for parts. This also gives our guides and customers a visual of what each piece costs. Any mechanic would charge $per hour for labor, we only charge the labor rate at $per hour. We state the mechanic rate and rollover fee at the beginning of every tour. These customers didn't roll the ATV, but the ATV did sustain damage while under the customers care. We never indicated that the husband rear ended the wife. We indicated that we found additional damage on the husbands ATV after they left. The placement of the damage on these two ATV's never indicated that the husband ran into the wife. We did not charge for the damage that was missed during the post rental inspection. We've requested for the Lapina's lawyers contact information from them multiple times without a response. Without a subpeona, we are not required to release the receipts of the parts we've purchased for the ATV damage. When you decide on an activity, you agree to pay to do your activity. We explain to all customers that if your ATV is wrecked, your time is over. The Lapina's were out for nearly the whole hour of the tour they signed up for. Damage was done to the vehicle they rented. They were charged for their tour and the damage that was incurred during the rental time

I am rejecting this response because: We have recently received word from other patrons that read our reviews and had the same issues with being charged for damages they did not do. The business said that they were going to use a certain repair parts company in there response. I've called this place along with the other patrons that responded to us, this company says that they have not done business with regard adventure park for several years.  This is odd. I want to request copies of invoices from r adventure showing purchases of parts for our "damage". My husband was not told that he could call later to discuss the damage,  he was told we couldn't have my ID or credit card back until he signed. I sat in the truck for 20 minutes in extreme pain crying screaming and honking the horn for him.  My  husband asked if the damage was on top because he wondered if I slid off of the machine he wanted to know exactly what was going on with said damages. He did not run into me at all. He was in front of me for the entire time we rode and he backed up and stopped about 5 feet or more away. I did not hit anything at all as I was in a large clearing. My husband has been writing for 20 years and he has a lot of experience and would not make such a stupid mistake. Based on our recent findings we now ask for a full refund for both of our rides and a full refund of the damages that will supposedly repaired. This is based off the fact that the company that they told you that they used hasn't even dealt with them in years.We did sign we did sign the waiver when we walked in and when they put us on our machines they had a little note card with what damages were on it but gave us no chance to look around the machine instead we took off with the guide on our test drive before we went out on our own I believe that this makes it very easy for them to say that we caused the damage to their machine when we have no proof. We were also told not to bring phones or cameras so we had no way of taking pictures of the machines that we were before we got on them to make sure that this didn't happen. I would I would like this matter resolved peacefully rather than through courts and our attorney, since we have had other parties contact us with the same issues with this business I think it is in their best interest to help solve this with us rather than having legal guidance step in. I love how they asked if the ice helped as the very first part of their response to our complaint. I have a torn ACL and a torn ICL also a large amount of fluid around my knee they had to take extra MRI at our local hospital just to see how extensive the damage is to my knee. I am awaiting a surgery date to fix my knee and these past few weeks since the accident have been absolutely horrible to do my job and take care of my children along with my husband.  I believe that this full refund of the ride and the damages that we did not cause is the least they can do in spite of the situation that I am now left in, considering we did not damage their machines. The reviews that were left by my husband and myself on the internet we're not slander as Google reviews and Facebook ask you to tell about your experience and we did warning others and now finding out from other patrons that they have had the same issue with this company. 
Regards,
Lisa Lapina

From: [redacted] Sent: Saturday, July 23, 2016 2:10 PMTo: Revdex.comCc: [redacted]Subject: RE: Revdex.com complaint #[redacted].Importance: HighI have tried to reply on your website 3 times.  I'm not sure if it's going...

through and want to make sure I've responded.  I've decided to email the response also.In response to claim [redacted]:When any customer comes in, we have them read and sign personal liability waivers. (Attached) Also when ATV's are rented one customer of the party reads and signs a vehicle damage acceptance form and we hold their credit card while they are on the activity. (Attached)  This tour started at 10:40 a.m. as stated on the vehicle damage check off form (Attached) that the customer signs off on. (Attached)  At approximately 11:40, [redacted] entered the office.  The manager on duty greeted him the same way as all customers, inquiring if they had fun.  Albert's response was "Yeah, until I turned around and she wasn't there.  When I got back to her, she said she 'jacked' her knee."  They then offered ice and to call the EMS.  He declined saying he was going to take her to the hospital to be safe, but he didn't think it was that bad.  He then proceeded to pull out cash to pay for the second ATV.  This was at 11:41 a.m. (All receipts attached) The guide checked the ATV's and noted additional damage to the front end.  The front rack had a dent (Attached) and the front cover was bent (attached.)  It was obvious that she had hit something high.  [redacted] even inquired if it was on the top.  The guide was instructed to have the mechanic assess the ATV.  At this time, [redacted] did ask if he could leave a phone number to discuss damages afterward.  Tina agreed that he could and they could just pick back up the credit card and ID after the hospital trip.  The mechanic said both pieces would have to be changed.  In our Cheap Cycle Parts price book, we located the cost of these and added an hour for labor.  Upon further investigation (after the customer left) we could see what it looks like she hit the back of his ATV with hers.)  We never charged them for anything on his ATV.  We purchased new ATVs in August 2015.  The ATV in question is a 2016 Kawasaki Brute Force that had only one prior damage report.  We have those records on file if needed.  During this time, ice was retrieved for the wife.  The husband never left the lobby to check on his wife or take her the ice and no screaming was ever heard by anyone on the property from the truck.  The wife did honk the horn about 3 or 4 times in a row only 5 minutes before we finished.  [redacted] called back in at 3 p.m. on the day in question and asked to talk about the charges for the ATV.  Tina explained that she was involved in the process and felt that it was unfair to make him discuss it with her, so she put the General Manager on the phone.  Michelle listened to [redacted] then explained that she wasn't there when the incident happened and she'd just gotten back on the property.  She wanted to talk to the guide and mechanic and she would call him back.  She also said that it would be awhile before she did because it was late in the day and she'd probably wouldn't be able to return the call that day.  Within 10 minutes of that phone call he started posting horrible reviews on our Facebook page. (attached)  We've not called the customer back because they said they were contacting their lawyers and threatening suits already.  At this point we've asked for the lawyer contact information so we can assist with this.  These customers haven't even given us a chance to do a proper review before deciding we were wrong.  They are slandering us on Facebook and Google reviews.  (attached)  We've been busy with customers and it has taken about 5-6 hours of research to get all the information together for this case.  Please review all the attached documents.  This should make sense to you then.  If you have any more questions, please call [redacted] or email us.  Thank you.