[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 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: [redacted] Regards, [redacted]
The following response was sent to the guest from the parkEmailed Guest : 6/14/3:46:PM By: [redacted] TO: [redacted] From: [redacted] CC: [redacted] Subject: Kings Dominion Guest InquiryHello *** -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 guestsIt seems like you were not presented with the correct options in providing admission for your nieceIf she is a 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 itIf 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 ticketWhile 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 familyThese passes will allow each passholder in your group to enter using the exit line at of each of their favorite attractionsPlease reply back to this email with the name of each family member and who will be picking the passes upOnce 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
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 fairlyThey just choose not to, because they would have to admit they did anything wrongSurely we can come to some sort of resolution Regards, [redacted]
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 – made at 8:am on 10-16-which included regular admission tickets for $each, Jr/Sr Ticket for $45, Parking for $15, and $fee for processing for a total of $Purchase - made at 12:pm on 10-22-which included 1all night Saturday night HAUNT admission for $plus $for processing for a total of $All tickets purchased in both transactions were used here at the parkThe prices charged for the purchases above were correct The $tickets were valid all day and the $ticket was only valid after 4:pmConcerning 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 sentTicket Opened: 10/28/4:37:PM On October 16, my family and I attended the parkI noticed that I was overcharged for the ticketsI'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 callAs of now I would never attend another Kings Dominion ever again with my familyNot 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 : 10/28/5:19: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 responseBased on our system, we see an order for general admission tickets for Saturday but do not see any overcharges or duplicate ordersPlease provide a little more detail on how you were overcharged and our team will further researchWe 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: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 chargesSincerely, Kings Dominion Guest Services
We have recently reviewed your comments related to your previous 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 repairsWith 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 scoreOne 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 spoke with [redacted] from the businessThe arcades are run by a business partner of Kings DominionAfter 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 DominionThey are not able to give the customer the prize or compensation
[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 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 $ticket that you purchased is a very discounted ticket as our full ticket price is $ 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 $to My email address I [redacted] Thank you very much for your feedback 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 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 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 number I worked at [redacted] for over 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: 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 mistakeAll I wanted was my prize that I rightfully won, but all that happened was me being belittled and lied toI 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
Mrs***, We have reviewed your complaint and found the following regarding the season passes you purchased as part of the Easy Pay ProgramFour passes were purchases, three Silver Season Passes and one Gold Season PassThe Gold Season Pass is assigned to [redacted] ***, with the Silver Passes being assigned to Derek, Tamia and NakiaThe payment on Friday (10/24) was for the remaining Easy Pay balance for the four passes, which totaled $ 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 accountThe 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 useThe Gold Pass, assigned to ***, is still valid for the remainder of the 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 activatedOn 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 workPlease provide the information requested herein at your convenience and we will be in contact as soon as possible after receiving your informationRegards,Guest ServicesKings Dominion
[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
[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 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: [redacted] Regards, [redacted]
The following response was sent to the guest from the parkEmailed Guest : 6/14/3:46:PM By: [redacted] TO: [redacted] From: [redacted] CC: [redacted] Subject: Kings Dominion Guest InquiryHello *** -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 guestsIt seems like you were not presented with the correct options in providing admission for your nieceIf she is a 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 itIf 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 ticketWhile 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 familyThese passes will allow each passholder in your group to enter using the exit line at of each of their favorite attractionsPlease reply back to this email with the name of each family member and who will be picking the passes upOnce 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
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 fairlyThey just choose not to, because they would have to admit they did anything wrongSurely we can come to some sort of resolution Regards, [redacted]
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 – made at 8:am on 10-16-which included regular admission tickets for $each, Jr/Sr Ticket for $45, Parking for $15, and $fee for processing for a total of $Purchase - made at 12:pm on 10-22-which included 1all night Saturday night HAUNT admission for $plus $for processing for a total of $All tickets purchased in both transactions were used here at the parkThe prices charged for the purchases above were correct The $tickets were valid all day and the $ticket was only valid after 4:pmConcerning 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 sentTicket Opened: 10/28/4:37:PM On October 16, my family and I attended the parkI noticed that I was overcharged for the ticketsI'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 callAs of now I would never attend another Kings Dominion ever again with my familyNot 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 : 10/28/5:19: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 responseBased on our system, we see an order for general admission tickets for Saturday but do not see any overcharges or duplicate ordersPlease provide a little more detail on how you were overcharged and our team will further researchWe 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: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 chargesSincerely, Kings Dominion Guest Services
We have recently reviewed your comments related to your previous 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 repairsWith 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 scoreOne 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 spoke with [redacted] from the businessThe arcades are run by a business partner of Kings DominionAfter 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 DominionThey are not able to give the customer the prize or compensation
[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 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 $ticket that you purchased is a very discounted ticket as our full ticket price is $ 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 $to My email address I [redacted] Thank you very much for your feedback 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 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 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 number I worked at [redacted] for over 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: 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 mistakeAll I wanted was my prize that I rightfully won, but all that happened was me being belittled and lied toI 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
Mrs***, We have reviewed your complaint and found the following regarding the season passes you purchased as part of the Easy Pay ProgramFour passes were purchases, three Silver Season Passes and one Gold Season PassThe Gold Season Pass is assigned to [redacted] ***, with the Silver Passes being assigned to Derek, Tamia and NakiaThe payment on Friday (10/24) was for the remaining Easy Pay balance for the four passes, which totaled $ 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 accountThe 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 useThe Gold Pass, assigned to ***, is still valid for the remainder of the 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 activatedOn 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 workPlease provide the information requested herein at your convenience and we will be in contact as soon as possible after receiving your informationRegards,Guest ServicesKings Dominion
[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