RetroPop

Documentation from *** *** **ont Desk ManagerOn November 21, I was working the front desk with a member of my staff *** While working on some filing I overheard *** explaining to someone the difference between our Daily pass punch cards and our Guest pass punch cards in regards
to applying the cost of them toward an annual membershipDaily pass punch cards may be used as credit toward an annual membership when the membership is purchased and paid in full within months of purchasing the Daily pass punch cardsWhen I heard the frustration in the customer’s voice I decided to listen closer and decided to chime in to help *** *** understand what our policies areThe customer (*** ***) explained that she had purchased five visit Guest pass punch cards (totaling $40) for use by her daughter’s friends to gain access to the facility for her daughter’s birthday on November 2, *** *** said that the person who sold her the punch cards said we would apply the cost of the punch cards to her next renewalI informed *** *** of misunderstanding that must have taken place and apologized for the confusionShe then said she understood and continued her transaction with *** and left with an annual family membership sold at the Massillon Taxpayer rate, unbeknownst to meAfter reviewing the situation with my staff member I noticed *** *** had been given the Massillon Taxpayer rate for her membership when she, nor her husband paid Massillon City taxesI advised *** to notify *** *** she owed the difference between what she paid and what should have been paid and that we would have to expire the membership until the difference was made upI was not aware of what was said between *** and *** *** on the phone because I had left for the day after that point.A few days later I called *** *** to follow up with her about the status of her membershipI left her a voicemail as she was unavailableShe returned my phone call a few days after that and we discussed further her Taxpayer status and the cards she was soldI told her the very thing I said to her that day at our deskShe argued that she did occasionally do work in the City of Massillon and did pay Massillon taxes that wayI informed her that all we would need in that case was a paystub or tax document that reflected that.(Which we ask of all of our members who sign up for a membership at the Massillon Taxpayer rate) She argued with that as well saying it was a busy time of year and that she did not know where her documentation was located and finding it would be too stressfulI expressed my sympathies to her situation and let her know that without the proper documentation my hands were tied.(This was the consecutive time she has been given the Massillon Taxpayer discount)She then asked if there was another supervisor she could speak withI then transferred her call to the Office Manage (A*** ***)Documentation from *** ***, Office ManagerIn my conversation with the Client, I simply explained that in order to receive taxpayer rate for her Recreation Center membership, she needs to bring in proof that she paid taxes in the City of MassillonShe said she paid taxes but had to look for the documentation to prove it.Documentation from *** ***l, Director of Parks and RecreationI contacted the client and explained our policy of proof of documentation to receive the taxpayer rate.The client said she was not comfortable contacting her employer to get proof of documentationI explained to her that is our policy and I apologized for our front desk letting this membership though without asking for proper documentationI said I wouldgive her a full refund which I did in the amount of $that dayShe was still not pleased with the outcome as she claimed that she purchased $worth of guest passes, that could be used toward her membershipThe Client only purchased -visit Guest Passes per our records which we are willing to supply upon request, along with every financial transaction of this patronThis pass is NOT valid toward a membershipThe client was issued a full refund lieuof the situationThe client has no proof of residency nor has provided proof to us that she works in the city to receive a taxpayer rateThe is no recorded transaction of $worth of Guest Passes.Please let me know if you will need any further information. Thank you.*** ** *** CPRPDirector of Parks and Recreation

I had talked to you last week and this is my response to the letter that the Massillon Rec sent you. As explained in my initial complaint. When I purchased the cards I was told I could use them toward my next membership as long as I saved all my cards and presented them at the time of purchase. I did so and when I came in to do so they told me I purchased the wrong cards. ( I just purchased what they told me and how was I suppose to know that they sold me the wrong cards, or how would I even have known about the program if I wasn't told. It is posted no where in the building and not in their pamphlets anywhere) I did what I was told and didn't hear otherwise until it was time to get my next renewal. At that time they told me I couldn't be applied the money towards my renewed membership. I bought the membership because I wanted to start using it and told them I would call in and talk to upper management about the situation when they was available for reimbursement. The desk gal took all but one card because I still have punches available to use on it As far as what *** is saying in this document is a lie. I had proof with me of $and she told me I couldn't get anything of any off my membership at that time. She is now stating in this that she told me I could use $towards my membership. Well then why didn't she take that off then? Because she never said it! I believe I am due back more because I purchased them with the intent on using those funds toward my membership like I was told. They need to implement better customer service and policies. As far as talking to the director. She is taking her employees word for what happened and I get that but in the end when I told her I was still unhappy and that I was going to contact the Revdex.com she hung up on me. I find that very unprofessional The whole thing is bad business and customer service all around. Thank you for addressing my concerns and helping as much as possible in getting this resolved!*** ***