***
I would like to apologize for your disappointment
with our upgrade policy, but unfortunately we are not able to upgrade any pass that is currently in the process of being paid off via the monthly payment plan However, as soon as your passes are paid off, then we will be able to assist you with the upgrade. I realize this may not be the answer you are looking for, but there really is nothing we can do about this. For a little more detail, the payment plan program is administered by a 3rd party and this is one of their policies
I truly hope you might be able to pay these off sooner than later and then upgrade
Thanks for you feedback
*** ***
Director, Park Operations
Kings Dominion
A Kings Dominion representative has spoken with the guest and offered tickets to the guest to return again on another day of guests choiceThe guest will communicate separately with Kings Dominion once the date has been determined for a future visit to the parkGuest was also offered a
free caricature drawing with free matting and frame on the next visit
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***
Revdex.com:
I have reviewed the offer 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.
Their operator told me they grey out the day of and you are required to purchase the day before. Here is the copy from their website (which I can send you a screen grab to verify)
EVERYONE PAYS KIDS PRICE
Pick a Date and Save!
Scream like a kid again and pay like one too! Everyone pays the price when you buy online. Pick a date any operating day through June 15.
Where does it say the day before?? No where so I stand by my "Bait & Switch" which is against the law. Do I need to quote that law too. Kings Dominion knows this copy is wrong and anyone would know is marketing this is no-no number 1. I worked at [redacted] for over 12 years, I know that you have to be very careful with misleading copy. This is misleading copy.
[Provide details of why you are not satisfied with this resolution.] I am not happy because she is trying to sweep it under the rug when in fact they are wrong.
Regards,
[redacted]
Ms. [redacted], My name is Jacob and I am writing to you regarding a complaint that you registered with the Revdex.com regarding a situation that you found concerning during your visit to the park. In order for me to investigate the circumstances...
surrounding the experience you describe in your complaint and determine the appropriate resolution, I need some additional information from you. Please provide as much information as possible regarding how you purchased your admission tickets such as a confirmation email if purchased online or receipt number if purchased at the park, ticket numbers/barcodes, etc. In addition, please confirm the date that you visited the park. As soon as I receive the above information, I will respond as quickly as possible with a resolution. Thank you for your help as I truly want to resolve this incident to your satisfaction if at all possible. Kind Regards, Jacob R[redacted] Kings Dominion
Dear [redacted]:
We received correspondence from The Revdex.com regarding a concern you raised following a recent visit to the park.
You indicated the concern relates to the policy requiring guests age 3 and over to purchase a ticket...
to the park. In your email to Revdex.com, you stated that at the time your family’s passes were purchased, you had a 2 year old who has since had a birthday. The policy requiring admission tickets is for the age of the guest on the day of visit, not their age at the beginning of the season or the date in which passes were purchased for other members of the party when visiting. On the day of your son’s birthday, when he turned 3, a ticket should have been purchased for each visit. You indicated your son visited for free after turning 3, which simply indicates we failed to inquire of your son’s age on those previous visits.
Given the age group, we generally rely on honesty and good faith by every guest to purchase tickets in accordance with park policy. Unfortunately this does not always happen, which leads our associates to monitor attendees to ensure everyone who should have a ticket for admission does. We do our best to address this as consistently as possible, but it is not always obvious when a 2 year old turns 3. It is often when children are 3 years and a few months before the difference in appearance is enough for our associates to inquire about a guest’s age.
While it may seem frivolous, admission to Kings Dominion is the primary revenue source for the park and helps to fund improvements and expansion of the park like the multi-million dollar expansion of WaterWorks for the 2015 season.
Your correspondence also addressed the change to seat belts on several attractions that must be released by the operator. This change was made strategically for the sole intent of improving safety of all guests.
While this may add wait time for some guests, the enhancement to guest safety simply outweighed the slightly longer time spent in line. We evaluated this extensively, as we want every guest to ride as many rides during every visit, but came to the
conclusion that the change was the right change for guest safety. This is quickly becoming the standard across most companies in the amusement business.
We hope these explanations help you to understand that our intention is to provide a consistent and safe experience for our guests that allows everyone to have the best day. We hope you will reconsider coming back to the park and should you have any
further questions or concerns, please feel free to contact Kings Dominion directly through our website [redacted] by clicking on Contact Us and completing the Guest Comment Form.
Kind Regards,
Kings Dominion
Dear Guest,
We have received your complaint from...
Revdex.com and after researching your complaint found the following:
We have two online purchases under the name [redacted]
Purchase 1 – made at 8:46 am on 10-16-16 which included 2 regular admission tickets for $55 each, 1 Jr/Sr Ticket for $45, 1 Parking for $15, and $7.99 fee for processing for a total of $177.99.
Purchase 2 - made at 12:23 pm on 10-22-16 which included 1all night Saturday night HAUNT admission for $40 plus $5.99 for processing for a total of $45.99.
All tickets purchased in both transactions were used here at the park.
The prices charged for the purchases above were correct. The $55 tickets were valid all day and the $40 ticket was only valid after 4:00 pm.
Concerning your attempts to contact the park regarding the difference in pricing, we show the following correspondence in our system and no response after the email was sent.
Ticket Opened: 10/28/2016 4:37:43 PM On October 16, 2016 my family and I attended the park. I noticed that I was overcharged for the tickets. I've already emailed on the 16th someone contacted me informing that their supervisor will contact me back and I still have yet received any phone call. As of now I would never attend another Kings Dominion ever again with my family. Not only was I overcharged I also was misinformed on getting a phone call back this is how your company runs their business I do not need to do business with you guys.Emailed Guest : 10/28/2016 5:19:23 PM TO: [redacted] From: [email protected] CC: [email protected] Subject: Kings Dominion Hello Francisco- Thank you for your email and our apologies for our missed response. Based on our system, we see an order for general admission tickets for Saturday but do not see any overcharges or duplicate orders. Please provide a little more detail on how you were overcharged and our team will further research. We look forward to your response! Sincerely, Kings Dominion Sales and Service Center
Based on the information in our system and the usage of the tickets, it appears that you were not overcharged. Different tickets were purchased at different price points and the reason for the lower priced ticket is due to the time the ticket was valid (after 4:00 pm only).
We regret that you may not have received our correspondence from the 28th and hope that this email explains the differences in the ticket prices and charges.
Sincerely,
Kings Dominion Guest Services
I would like to apologize for your disappointing experience at the park on April 12. Unfortunately, rides are machines and as such do break down or require repairs just like a car and therefore, we cannot guarantee that any ride will be fully operational the entire day. When we...
are aware that a ride will not be open for an extended period of time we note that on our website which is currently the case for [redacted] - both of which are scheduled to open in May.
Additionally the park has a policy that we do not issues refunds for issues like ride downtime or weather so I am not able to honor your request for a refund of 8 admissions. I am however more than willing to offer you and your group a chance to return to the park in the hopes that you have a better experience. In order to do that though, I will need some proof that you purchased the 8 tickets for your April 12 visit.
Please let us know if you would like to pursue getting [redacted].
Thank you for your feedback.
would like to apologize for any disappointing experiences you may have encountered when you visited the park on October 11th & 12th and would like to offer some explanation to your concerns. You mentioned that half of the rides were broken or shutdown, but our records do not, in any way, show that we had half of our rides closed. There were a couple of rides closed for the day for maintenance reasons but with almost 50 rides in the park we still offered plenty for guests to experience. Specifically you indicated that the[redacted], a ride that rises and spins (I’m guessing [redacted]), [redacted] (I’m guessing you mean [redacted]), and Alien Ride (again, I’m guessing you mean [redacted]) were closed. While each of those rides had short downtimes throughout the day, except for the [redacted] each of those rides were open the majority of the day.
Additionally, you mentioned that you should not have had to pay full price when we do not have full product available. Technically the $35 ticket that you purchased is a very discounted ticket as our full ticket price is $65.
I am curious about the interaction you had with the employee working at the window where you purchased your passes. What was he laughing about? What did he do that was rude? It’s difficult to attempt to address this concern without having a little more information. Any additional information related to this interaction would be appreciated.
Unfortunately, I am not inclined to refund your tickets or passes as your claim in not valid (as I explained above). I would however, like to refund your parking fees ($30) to make up for your disappointment.
Please respond to my direct email with any additional information about the employee interaction as well as an address and name to send the $30 to. My email address i[redacted]
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]
Revdex.com:
I have reviewed the offer 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.
Kings Dominion ?can ?give me what I won, rightfully and fairly. They just choose not to, because they would have to admit they did anything wrong. Surely we can come to some sort of resolution.
Regards,
[redacted]
[redacted] -
In most cases, our policy against allowing articles on some rides is for the safety of riders and other guests. We do not want for something to be dropped from a moving ride which could then fall onto another rider or guests under the ride. We do have lockers...
available at the Front Gate, Safari Village Restroom, and in WaterWorks, but we will continue to evaluate the need to add additional locker locations. Another option could be to leave your articles with someone who is not riding.
Thanks for your feedback,
[redacted]
Director, Park Operations
Kings Dominion
The following response was sent to the guest from the park.
Emailed Guest : 6/14/2016 3:46:27 PM By: [redacted] TO: [redacted]From: [redacted]CC: [redacted]Subject: Kings Dominion Guest InquiryHello [redacted]...
-Thank you for your email! We are sorry about your experience Saturday night and thank you for your patience as we work to communicate with all of our guests. It seems like you were not presented with the correct options in providing admission for your niece. If she is a 2016 season pass holder, we should provide her with a walk-through or allow her to purchase a replacement pass in the event she left her pass at home or is unable to find it. If you can provide us with her name and a receipt for the purchase of the Bring A Friend ticket, we can look into a possible refund of her purchased ticket. While we will not be able to issue any credits to your season pass, please let us know about a week ahead of your next visit so we can secure some ride exit passes for your family. These passes will allow each passholder in your group to enter using the exit line at 2 of each of their favorite attractions. Please reply back to this email with the name of each family member and who will be picking the passes up. Once we receive your email, we'll make these passes available for pickup at the Guest Services window at the front of the park.We thank you for your understanding and look forward to seeing you again soon!Kings Dominion Sales and Service Center[redacted]The park is not prepared to offer additional compensation.
Mrs. [redacted],
We have reviewed your complaint and found the following regarding
the season passes you purchased as part of the Easy Pay Program. Four passes were purchases, three Silver Season Passes and one
Gold Season Pass. The Gold Season Pass is assigned to [redacted], with the...
Silver
Passes being assigned to Derek, Tamia and Nakia. The payment on Friday (10/24) was for the remaining Easy Pay
balance for the four passes, which totaled $75.00. Those two payments
were originally scheduled for July and August 27th, but attempts to process the
payments were unsuccessful with the information on file for your account. The payment on Friday did reactivate your account, but
unfortunately, the three Silver Season Passes expired on Labor Day (September
7, 2015). So even though the account balance was satisfied, it was already past
the expiration date of the pass your son attempted to use. The Gold Pass,
assigned to [redacted], is still valid for the remainder of the 2015 season, which
ends on this Sunday November 1, 2015.Please provide the ticket number from the ticket that was
purchased for your son at the park on Friday and we will be happy to review the
situation further. If you are able to provide any information regarding
the non-activated passes, we will review the status of your account as a whole.
Specifically why the passes were not activated. On Friday when you called the park, you were connected to a third
party organization that [redacted] uses to manage ecommerce, and it appears
they either did not fully review the type of pass on the account or may have
been unfamiliar with how Silver Season Passes work.
Please provide the information requested herein at your
convenience and we will be in contact as soon as possible after receiving your
information.
Regards,Guest ServicesKings Dominion
Revdex.com spoke with [redacted] from the business. The arcades are run by a business partner of Kings Dominion. After research of equipment, staff, and inventory there is nothing that indicates a prize was won during the time the customer described. The customer asked for park tickets but tickets are not able to be given by the business partner since he is not employed by Kings Dominion. They are not able to give the customer the prize or compensation.
[redacted] -
I would like to apologize for your disappointing experience at [redacted] on the 9th. Like all machines, our rides do shut down from time to time which happened a couple of times at [redacted] [redacted] on May 9th. In both...
instances, management and maintenance immediately responded to the ride and the decision to evacuate was made without hesitation. In situations like this, our standard response is to issue riders an "Exit Pass". There are a couple of reasons for the exit pass. One reason is for the guest to be able to return to the ride that they did not get to ride, due to the evacuation, but not wait in line since they had already done that. Or guests can use the pass to go to any other ride as a way to make up for any lost time while waiting to be evacuated.
These passes are not and have never been good for an entire season so I'm not quite sure how you came to understand that but I apologize for any confusion. If you are interested, I would be willing to issue your group of [redacted] which can be used on your next visit. This would allow you to ride TWO rides without waiting in line. Again the intent is to make up for any time you lost during your last visit.
I appreciate your feedback and please feel free to email me directly at my work address - [redacted].
Regards,
[redacted]
Kings Dominion
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]
We have recently reviewed your comments related to your previous 4 visits and are disheartened to hear that your favorite game is one that is currently malfunctioning in the [redacted]. Unfortunately the equipment does have its moments where it malfunctions, similar to that of an...
automobile that needs to be taken into the shop for repairs. With so many pieces of equipment park-wide to maintain, it can be difficult for management to oversee every repair or maintenance request, and we certainly would like to extend our apology on behalf of the arcade team for not addressing this sooner.
We will be removing the ticket bonus feature from the [redacted] machines until a repair can be completed and also removing the sign that indicates that a ticket bonus is available for beating the high score. One of our managers has attempted to contact you and we will be more than happy to [redacted] from your visit where you posted the high score and did not receive them.
If our attempt to connect with you fails, please feel free to also reach out to us by emailing our Guest Services team via the comment form on our website: [redacted], or by dialing [redacted] and asking to speak with a member of management from our Games Department.
Revdex.com:
I have reviewed the offer 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted] has been in contact with me regarding a complaint I made about the prize machines at the arcade. [redacted] hinted that I was a liar and that nobody at the park makes a mistake. All I wanted was my prize that I rightfully won, but all that happened was me being belittled and lied to. I don't feel like a valued customer of King's Dominion and I feel this should be addressed.I would like the prize I won or something comparable to make up for the loss I incurred at King's Dominion in September.
***
I would like to apologize for your disappointment
with our upgrade policy, but unfortunately we are not able to upgrade any pass that is currently in the process of being paid off via the monthly payment plan However, as soon as your passes are paid off, then we will be able to assist you with the upgrade. I realize this may not be the answer you are looking for, but there really is nothing we can do about this. For a little more detail, the payment plan program is administered by a 3rd party and this is one of their policies
I truly hope you might be able to pay these off sooner than later and then upgrade
Thanks for you feedback
*** ***
Director, Park Operations
Kings Dominion
A Kings Dominion representative has spoken with the guest and offered tickets to the guest to return again on another day of guests choiceThe guest will communicate separately with Kings Dominion once the date has been determined for a future visit to the parkGuest was also offered a
free caricature drawing with free matting and frame on the next visit
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***
Revdex.com:
I have reviewed the offer 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.
Their operator told me they grey out the day of and you are required to purchase the day before. Here is the copy from their website (which I can send you a screen grab to verify)
EVERYONE PAYS KIDS PRICE
Pick a Date and Save!
Scream like a kid again and pay like one too! Everyone pays the price when you buy online. Pick a date any operating day through June 15.
Where does it say the day before?? No where so I stand by my "Bait & Switch" which is against the law. Do I need to quote that law too. Kings Dominion knows this copy is wrong and anyone would know is marketing this is no-no number 1. I worked at [redacted] for over 12 years, I know that you have to be very careful with misleading copy. This is misleading copy.
[Provide details of why you are not satisfied with this resolution.] I am not happy because she is trying to sweep it under the rug when in fact they are wrong.
Regards,
[redacted]
Revdex.com spoke with [redacted] he is going to have the game manager contact the customer concerning this matter directly.
Ms. [redacted], My name is Jacob and I am writing to you regarding a complaint that you registered with the Revdex.com regarding a situation that you found concerning during your visit to the park. In order for me to investigate the circumstances...
surrounding the experience you describe in your complaint and determine the appropriate resolution, I need some additional information from you. Please provide as much information as possible regarding how you purchased your admission tickets such as a confirmation email if purchased online or receipt number if purchased at the park, ticket numbers/barcodes, etc. In addition, please confirm the date that you visited the park. As soon as I receive the above information, I will respond as quickly as possible with a resolution. Thank you for your help as I truly want to resolve this incident to your satisfaction if at all possible. Kind Regards, Jacob R[redacted] Kings Dominion
Dear [redacted]:
We received correspondence from The Revdex.com regarding a concern you raised following a recent visit to the park.
You indicated the concern relates to the policy requiring guests age 3 and over to purchase a ticket...
to the park. In your email to Revdex.com, you stated that at the time your family’s passes were purchased, you had a 2 year old who has since had a birthday. The policy requiring admission tickets is for the age of the guest on the day of visit, not their age at the beginning of the season or the date in which passes were purchased for other members of the party when visiting. On the day of your son’s birthday, when he turned 3, a ticket should have been purchased for each visit. You indicated your son visited for free after turning 3, which simply indicates we failed to inquire of your son’s age on those previous visits.
Given the age group, we generally rely on honesty and good faith by every guest to purchase tickets in accordance with park policy. Unfortunately this does not always happen, which leads our associates to monitor attendees to ensure everyone who should have a ticket for admission does. We do our best to address this as consistently as possible, but it is not always obvious when a 2 year old turns 3. It is often when children are 3 years and a few months before the difference in appearance is enough for our associates to inquire about a guest’s age.
While it may seem frivolous, admission to Kings Dominion is the primary revenue source for the park and helps to fund improvements and expansion of the park like the multi-million dollar expansion of WaterWorks for the 2015 season.
Your correspondence also addressed the change to seat belts on several attractions that must be released by the operator. This change was made strategically for the sole intent of improving safety of all guests.
While this may add wait time for some guests, the enhancement to guest safety simply outweighed the slightly longer time spent in line. We evaluated this extensively, as we want every guest to ride as many rides during every visit, but came to the
conclusion that the change was the right change for guest safety. This is quickly becoming the standard across most companies in the amusement business.
We hope these explanations help you to understand that our intention is to provide a consistent and safe experience for our guests that allows everyone to have the best day. We hope you will reconsider coming back to the park and should you have any
further questions or concerns, please feel free to contact Kings Dominion directly through our website [redacted] by clicking on Contact Us and completing the Guest Comment Form.
Kind Regards,
Kings Dominion
Dear Guest,
We have received your complaint from...
Revdex.com and after researching your complaint found the following:
We have two online purchases under the name [redacted]
Purchase 1 – made at 8:46 am on 10-16-16 which included 2 regular admission tickets for $55 each, 1 Jr/Sr Ticket for $45, 1 Parking for $15, and $7.99 fee for processing for a total of $177.99.
Purchase 2 - made at 12:23 pm on 10-22-16 which included 1all night Saturday night HAUNT admission for $40 plus $5.99 for processing for a total of $45.99.
All tickets purchased in both transactions were used here at the park.
The prices charged for the purchases above were correct. The $55 tickets were valid all day and the $40 ticket was only valid after 4:00 pm.
Concerning your attempts to contact the park regarding the difference in pricing, we show the following correspondence in our system and no response after the email was sent.
Ticket Opened: 10/28/2016 4:37:43 PM On October 16, 2016 my family and I attended the park. I noticed that I was overcharged for the tickets. I've already emailed on the 16th someone contacted me informing that their supervisor will contact me back and I still have yet received any phone call. As of now I would never attend another Kings Dominion ever again with my family. Not only was I overcharged I also was misinformed on getting a phone call back this is how your company runs their business I do not need to do business with you guys.Emailed Guest : 10/28/2016 5:19:23 PM TO: [redacted] From: [email protected] CC: [email protected] Subject: Kings Dominion Hello Francisco- Thank you for your email and our apologies for our missed response. Based on our system, we see an order for general admission tickets for Saturday but do not see any overcharges or duplicate orders. Please provide a little more detail on how you were overcharged and our team will further research. We look forward to your response! Sincerely, Kings Dominion Sales and Service Center
Based on the information in our system and the usage of the tickets, it appears that you were not overcharged. Different tickets were purchased at different price points and the reason for the lower priced ticket is due to the time the ticket was valid (after 4:00 pm only).
We regret that you may not have received our correspondence from the 28th and hope that this email explains the differences in the ticket prices and charges.
Sincerely,
Kings Dominion Guest Services
I would like to apologize for your disappointing experience at the park on April 12. Unfortunately, rides are machines and as such do break down or require repairs just like a car and therefore, we cannot guarantee that any ride will be fully operational the entire day. When we...
are aware that a ride will not be open for an extended period of time we note that on our website which is currently the case for [redacted] - both of which are scheduled to open in May.
Additionally the park has a policy that we do not issues refunds for issues like ride downtime or weather so I am not able to honor your request for a refund of 8 admissions. I am however more than willing to offer you and your group a chance to return to the park in the hopes that you have a better experience. In order to do that though, I will need some proof that you purchased the 8 tickets for your April 12 visit.
Please let us know if you would like to pursue getting [redacted].
Thank you for your feedback.
[redacted] -
I...
would like to apologize for any disappointing experiences you may have encountered when you visited the park on October 11th & 12th and would like to offer some explanation to your concerns. You mentioned that half of the rides were broken or shutdown, but our records do not, in any way, show that we had half of our rides closed. There were a couple of rides closed for the day for maintenance reasons but with almost 50 rides in the park we still offered plenty for guests to experience. Specifically you indicated that the[redacted], a ride that rises and spins (I’m guessing [redacted]), [redacted] (I’m guessing you mean [redacted]), and Alien Ride (again, I’m guessing you mean [redacted]) were closed. While each of those rides had short downtimes throughout the day, except for the [redacted] each of those rides were open the majority of the day.
Additionally, you mentioned that you should not have had to pay full price when we do not have full product available. Technically the $35 ticket that you purchased is a very discounted ticket as our full ticket price is $65.
I am curious about the interaction you had with the employee working at the window where you purchased your passes. What was he laughing about? What did he do that was rude? It’s difficult to attempt to address this concern without having a little more information. Any additional information related to this interaction would be appreciated.
Unfortunately, I am not inclined to refund your tickets or passes as your claim in not valid (as I explained above). I would however, like to refund your parking fees ($30) to make up for your disappointment.
Please respond to my direct email with any additional information about the employee interaction as well as an address and name to send the $30 to. My email address i[redacted]
Thank you very much for your feedback.
Regards,
[redacted]
[redacted]
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]
Revdex.com:
I have reviewed the offer 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.
Kings Dominion ?can ?give me what I won, rightfully and fairly. They just choose not to, because they would have to admit they did anything wrong. Surely we can come to some sort of resolution.
Regards,
[redacted]
[redacted] -
In most cases, our policy against allowing articles on some rides is for the safety of riders and other guests. We do not want for something to be dropped from a moving ride which could then fall onto another rider or guests under the ride. We do have lockers...
available at the Front Gate, Safari Village Restroom, and in WaterWorks, but we will continue to evaluate the need to add additional locker locations. Another option could be to leave your articles with someone who is not riding.
Thanks for your feedback,
[redacted]
Director, Park Operations
Kings Dominion
The following response was sent to the guest from the park.
Emailed Guest : 6/14/2016 3:46:27 PM By: [redacted] TO: [redacted]From: [redacted]CC: [redacted]Subject: Kings Dominion Guest InquiryHello [redacted]...
-Thank you for your email! We are sorry about your experience Saturday night and thank you for your patience as we work to communicate with all of our guests. It seems like you were not presented with the correct options in providing admission for your niece. If she is a 2016 season pass holder, we should provide her with a walk-through or allow her to purchase a replacement pass in the event she left her pass at home or is unable to find it. If you can provide us with her name and a receipt for the purchase of the Bring A Friend ticket, we can look into a possible refund of her purchased ticket. While we will not be able to issue any credits to your season pass, please let us know about a week ahead of your next visit so we can secure some ride exit passes for your family. These passes will allow each passholder in your group to enter using the exit line at 2 of each of their favorite attractions. Please reply back to this email with the name of each family member and who will be picking the passes up. Once we receive your email, we'll make these passes available for pickup at the Guest Services window at the front of the park.We thank you for your understanding and look forward to seeing you again soon!Kings Dominion Sales and Service Center[redacted]The park is not prepared to offer additional compensation.
Mrs. [redacted],
We have reviewed your complaint and found the following regarding
the season passes you purchased as part of the Easy Pay Program. Four passes were purchases, three Silver Season Passes and one
Gold Season Pass. The Gold Season Pass is assigned to [redacted], with the...
Silver
Passes being assigned to Derek, Tamia and Nakia. The payment on Friday (10/24) was for the remaining Easy Pay
balance for the four passes, which totaled $75.00. Those two payments
were originally scheduled for July and August 27th, but attempts to process the
payments were unsuccessful with the information on file for your account. The payment on Friday did reactivate your account, but
unfortunately, the three Silver Season Passes expired on Labor Day (September
7, 2015). So even though the account balance was satisfied, it was already past
the expiration date of the pass your son attempted to use. The Gold Pass,
assigned to [redacted], is still valid for the remainder of the 2015 season, which
ends on this Sunday November 1, 2015.Please provide the ticket number from the ticket that was
purchased for your son at the park on Friday and we will be happy to review the
situation further. If you are able to provide any information regarding
the non-activated passes, we will review the status of your account as a whole.
Specifically why the passes were not activated. On Friday when you called the park, you were connected to a third
party organization that [redacted] uses to manage ecommerce, and it appears
they either did not fully review the type of pass on the account or may have
been unfamiliar with how Silver Season Passes work.
Please provide the information requested herein at your
convenience and we will be in contact as soon as possible after receiving your
information.
Regards,Guest ServicesKings Dominion
Revdex.com spoke with [redacted] from the business. The arcades are run by a business partner of Kings Dominion. After research of equipment, staff, and inventory there is nothing that indicates a prize was won during the time the customer described. The customer asked for park tickets but tickets are not able to be given by the business partner since he is not employed by Kings Dominion. They are not able to give the customer the prize or compensation.
[redacted] -
I would like to apologize for your disappointing experience at [redacted] on the 9th. Like all machines, our rides do shut down from time to time which happened a couple of times at [redacted] [redacted] on May 9th. In both...
instances, management and maintenance immediately responded to the ride and the decision to evacuate was made without hesitation. In situations like this, our standard response is to issue riders an "Exit Pass". There are a couple of reasons for the exit pass. One reason is for the guest to be able to return to the ride that they did not get to ride, due to the evacuation, but not wait in line since they had already done that. Or guests can use the pass to go to any other ride as a way to make up for any lost time while waiting to be evacuated.
These passes are not and have never been good for an entire season so I'm not quite sure how you came to understand that but I apologize for any confusion. If you are interested, I would be willing to issue your group of [redacted] which can be used on your next visit. This would allow you to ride TWO rides without waiting in line. Again the intent is to make up for any time you lost during your last visit.
I appreciate your feedback and please feel free to email me directly at my work address - [redacted].
Regards,
[redacted]
Kings Dominion
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]
We have recently reviewed your comments related to your previous 4 visits and are disheartened to hear that your favorite game is one that is currently malfunctioning in the [redacted]. Unfortunately the equipment does have its moments where it malfunctions, similar to that of an...
automobile that needs to be taken into the shop for repairs. With so many pieces of equipment park-wide to maintain, it can be difficult for management to oversee every repair or maintenance request, and we certainly would like to extend our apology on behalf of the arcade team for not addressing this sooner.
We will be removing the ticket bonus feature from the [redacted] machines until a repair can be completed and also removing the sign that indicates that a ticket bonus is available for beating the high score. One of our managers has attempted to contact you and we will be more than happy to [redacted] from your visit where you posted the high score and did not receive them.
If our attempt to connect with you fails, please feel free to also reach out to us by emailing our Guest Services team via the comment form on our website: [redacted], or by dialing [redacted] and asking to speak with a member of management from our Games Department.
Revdex.com:
I have reviewed the offer 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted] has been in contact with me regarding a complaint I made about the prize machines at the arcade. [redacted] hinted that I was a liar and that nobody at the park makes a mistake. All I wanted was my prize that I rightfully won, but all that happened was me being belittled and lied to. I don't feel like a valued customer of King's Dominion and I feel this should be addressed.I would like the prize I won or something comparable to make up for the loss I incurred at King's Dominion in September.