Rivers Casino

Re: Complaint ID [redacted] Dear Ms [redacted] Rivers Casino has received the letter from your office dated July 21, regarding Complaint ID [redacted] A copy of the letter received is enclosed with this letter for referenceThe Complainant’s Statement of the Problem is as follows:“I am receiving direct mail advertisements from Rivers Casino for a person who does not, nor ever has, lived at my addressI have never been, nor ever plan to go to Rivers CasinoThese mailings are a nuisance and a waste of paper for someone who doesn’t even live at my addressI called Rivers Casino to try to stop the mailings but they said the only way to discuss the matter is to come in person to the casinoAfter explaining that I have an month old baby and don’t have the time to go down to the casino, they still refused to discuss the matter.”Rivers Casino offers direct mailings to its customers via third party printing and mail housesIn the event an address is incorrect, the mail houses and/or the United States Postal Service ‘fix’ the addresses to match what it believes is the correct USPS address (including changes to zip codes)The Complainant’s actual address of “ [redacted] ***” is not found anywhere in our system though similar addresses areRivers Casino believes that it has identified the Rivers Casino customer whose address on our mailing list was changed by the USPS which created the problem resulting in the above referenced complaintRivers Casino has marked the other known customer’s account as “bad address” and any mailings not already in progress through the printer and mail houses will be preventedPlease note that this process may take a few weeks before the mailings completely stopRivers Casino apologizes for any delay in determining the cause of the problem and rectifying the issue.Sincerely, [redacted] General Manage

Re: Complaint ID [redacted] Dear Ms [redacted] :Rivers Casino has received the letter from your office dated December 15, regarding Complaint ID [redacted] A copy of the letter received is enclosed with this letter for referenceThe Complainant’s Statement of the Problem is as follows:“I paid $for parking under the Pitt Panther football parking program for gamesThe casino lot admitted vehicles on August 30th, October 16th, November 1st, and November 22nd prior to game time without charging themThus, I was overcharged $for parking for the seasonAn employee told me that the lot is free starting minutes before game time and was totally free the last two gamesThis policy was never publicizedI was offered a $refund by [redacted] ***, the General Manager even though I was overcharged $120.”Rivers Casino offered guaranteed parking spaces for sale for Pitt Panther football games as shown on the attached correspondence (“Parking Letter”) which was mailed to certain Pitt Panther season ticket holdersThe Parking Letter is clear that the purchaser is buying "a guaranteed parking space at Rivers Casino garage for each of the season’s home games”The Complainant purchased one (1) guaranteed parking space per this offer (see attached Parking Request Form)The Parking Letter does not state that other patrons will be charged for parking.The offer shown on the Parking Letter does not guarantee anything other than a parking space for the Pitt Panther football gamesIt does not guarantee that Rivers Casino will charge other patrons for parking on the football game daysIt does not guarantee a certain timeframe or number of hours that Rivers Casino will charge for parking, It does not state that the purchaser receives a “discounted rate” for event parking for Pitt Panther football gamesThe purchaser is paying only for a guaranteed parking space so as to be protected in the case of sold out parking lots in the areaThe only time a purchaser would be refunded for a portion of their parking pass fee would be if Rivers Casino did not have a parking space for them and the parking pass holder was denied entry due to a full parking garage.Rivers Casino representatives have spoken with the Complainant on multiple occasions regarding this matter, including the General Manager, The Complainant continues to deny that Rivers Casino charged for parking for certain hours on August 30th and October 16th even though Rivers Casino can prove it paid parking taxes to the City of Pittsburgh for parking charges from those two (2) Pittfootball game daysThe General Manager of Rivers Casino mailed a check for $to the Complainant as a guest appeasement even though no payment was owed.Please direct any further correspondence or questions in this matter to the undersigned at Rivers Casino, [redacted] ***, Attention: Legal Department or ###-###-####Sincerely, [redacted] Senior Counsel

Re: Complaint # ***Dear Ms*** ***:Rivers Casino has received the letter from your office dated August 24,regarding Complaint ID ***A copy of the letter received is enclosed with this letter for referenceThe Complainant’s Statement of the Problem is as follows:“On Sunday,
August 20, 2017, my son self-parked at the Rivers Casino parking garageHe was surprised to be charged $60, but was reassured by two separate employees that he would get his money back when he leftAfter spending approximately two hours in the casino, he was not given his Sback; but instead was issued Sin “Rivers Table Games Match Play”Where usually you park free at the casino, apparently this was the first day of a “new policy” where guests who pay the event parking rate (Steeler Football Game) will receive their payment returned in full as either Free Slot Play or Match PlayThe offer then must be used that same dayAnd, you must spend another $to use the $voucherWhile I understand the casino’s reasoning behind the new parking policy, the casino parking employees were negligent in explaining it to my son, as well as other patrons, as he was not the only one confused and upset that they were not refunded their moneyHe then re-entered the casino and tried to talk to three different employees about his dilemma, all were understandably occupied and unable to help himThe next day (Monday, August 21, 2017) I tried to phone the casino to resolve the issueAfter repeatedly being transferred from one department to another, I asked to speak with a manager who then transferred my call to a “higher-up” who also was not availableI left a detailed description of my problem along with my phone number and asked that he return my call as soon as possibleI have not received a return phone call.”Rivers Casino charges for parking on days where sporting events, concerts or other large scale events occur on the North Shore of Pittsburgh, Pennsylvania (“Event Days”)Rivers Casino is located a block away from Heinz Field where the Pittsburgh Steelers and University of Pittsburgh Panthers play footballRivers Casino has the largest parking garage on the North Shore and Rivers Casino attempts to maintain available parking for casino guests during these large scale eventsRivers Casino Rush Rewards Players Card Preferred and Signature members receive free parking on Event DaysOther Rush Rewards Players Card members may receive free coupons for parking for Event DaysBanquets being held on Event Days are provided withfree parking coupons as wellRivers Casino offers a promotional offer for the parking fees it charges to other patrons of Rivers Casino, which is likely something no other parking lot or garage does on Event DaysRivers Casino charges the applicable event rate and offers the equivalent amount in Free Slot Play or Match Play (the customer’s choice) to customersFor Free Slot Play, there is a requirement to put $in a slot machine to use fee Free Slot Play.Match Play requires an equal bet on table gamesThe policy does not provide cash reimbursements for Event Days parking feesThe information related to the Event Parking is available by calling Rivers Casino at ###-###-#### or athttps://*** Enclosed with this letter is a copy of actual parking tickets issued to paying parking guests on August 20, The information regarding the offer is shown on the ticket as well.Specifically regarding the Complainant’s statements, Rivers Casino has no knowledge of anyone being told that they would receive a cash reimbursement and such statement is wholly inconsistent with the published policy, the actual ticket and the training Rivers Casino Team Members received regarding event parkingRivers Casino also posts large Event Parking banners prior to the entrances to the parking garage.The Complainant, while not the actual Rivers Casino guest with the complaint, did call and left a voicemail for the Guest Services Manager on August 21,The Complainant then filed the Revdex.com Complaint ID #*** on August 22,on behalf of her adult sonThe Guest Services Manager reviewed the voicemail complaint and returned the call on August 25,2017, prior to receiving the Revdex.com ComplaintDuring the approximately twelve (12) minute call with the Complainant, the Guest Services Manager told her multiple times that it was highly unusual for him to be discussing someone else’s complaint.The Guest Services Manager listened to her recount what her son had told herThe Guest Services Manager explained to her that the parking policy had changed since and it has been available on the Rivers Casino website, the actual parking ticket and at Rivers Casino’s main telephone numberThe Complainant stated that her son did not like the policy and she wanted the Guest Services Manager to refund his moneyShe then threatened that if her son was not given his money back, she would go to the news to get them to cover the storyAt the end of the conversation, the Guest Services Manager summarized that he was unable to refund her son’s money, but if the son would call him, the Guest Services Manager would consider offering him Free Slot Play once Rivers Casino could confirm that he did not already use the parking promotional offer on August 20,Rivers Casino will continue to uphold its published policy and will not be offering a cash reimbursement for Event Day parking for the Complainant’s son.Sincerely,Craig C***General Manager

Re: Complaint ID ***Dear Ms*** ***Rivers Casino has received the letter from your office dated July 21, regarding Complaint ID ***A copy of the letter received is enclosed with this letter for referenceThe Complainant’s Statement of the Problem is as follows:“I am
receiving direct mail advertisements from Rivers Casino for a person who does not, nor ever has, lived at my addressI have never been, nor ever plan to go to Rivers CasinoThese mailings are a nuisance and a waste of paper for someone who doesn’t even live at my addressI called Rivers Casino to try to stop the mailings but they said the only way to discuss the matter is to come in person to the casinoAfter explaining that I have an month old baby and don’t have the time to go down to the casino, they still refused to discuss the matter.”Rivers Casino offers direct mailings to its customers via third party printing and mail housesIn the event an address is incorrect, the mail houses and/or the United States Postal Service ‘fix’ the addresses to match what it believes is the correct USPS address (including changes to zip codes)The Complainant’s actual address of “*** *** *** *** ** ***” is not found anywhere in our system though similar addresses areRivers Casino believes that it has identified the Rivers Casino customer whose address on our mailing list was changed by the USPS which created the problem resulting in the above referenced complaintRivers Casino has marked the other known customer’s account as “bad address” and any mailings not already in progress through the printer and mail houses will be preventedPlease note that this process may take a few weeks before the mailings completely stopRivers Casino apologizes for any delay in determining the cause of the problem and rectifying the issue.Sincerely,*** *** General Manage

Re: Complaint # ***Dear Ms*** ***Rivers Casino has received the letter from your office dated September 18, regarding Complaint ID ***A copy of the letter received is enclosed with this letter for referenceThe Complainant’s Statement of the Problem is as follows:“I get
cards & letters from the Rivers Casino in Pittsburgh, PA almost on a daily basisI got several cards in the mail to get a ‘free’ gift and was stopped at the beginning of the parking lot & told I had to pay $I would also get $in free playI didn’t have that on me (there are ATM’s inside)I was told I couldn’t park there where it’s always been freeI was told that if I had looked on the website I would have known that parking is different during NFL gamesFor thing I don’t go to casino websites before I go to gamble, 2, why didn’t the casino send me a notice about the parking change? they sent me several notices that I could get the gift for that exact same dayI expect them to send me the ‘free’ giftI also expect that if they are giving something away they also need to state parking charges when they occurI go there once a month or so and I have never had to pay to park.”Rivers Casino charges for parking on days where sporting events, concerts or other large scale events occur on the North Shore of Pittsburgh, Pennsylvania (“Event Days”) and has done so for yearsRivers Casino is located a block away from Heinz Field where the Pittsburgh Steelers and University of Pittsburgh Panthers play footballRivers Casino has the largest parking garage on the North Shore and Rivers Casino attempts to maintain available parking for casino guests during these large scale eventsRivers Casino Rush Rewards Players Card Preferred and Signature members receive free parking on Event DaysOther Rush Rewards Players Card members may receive free coupons for parking for Event DaysSpecifically, the Complainant received free parking coupons in her monthly core mailer booklet, including free parking for September 17, Enclosed with this letter is a sample of what the Complainant’s mailer looked like.The information related to the Event Parking is available by calling Rivers Casino at ###-###-#### or at https:/***Rivers Casino also posts large Event Parking banners prior to the entrances to the parking garageIn addition, RushRewards Players Card members can view their offers (including the free parking coupons) on the Rivers Casino My Rush Rewards mobile app.The Complainant also filed a complaint with the Pennsylvania Gaming Control Board (the “PGCB”)The PGCB asked us to contact the ComplainantRivers Casino’s Vice President of Marketing spoke with the Complainant on September 25, at lengthDuring the conversation, the Vice President of Marketing informed her multiple times that she had -free parking but failed to comply with the rules (i.edid not present the coupon)The Complainant then asked what type of compensation Rivers Casino was going to give her for her inconvenience.Rivers Casino will continue to uphold its published policies, including Event Day parking, parking coupon requirements and the requirement that guests must be present to win or collect a prize/giftBecause the Complainant did not comply with the policies and rules, Rivers Casino will not mail the gift giveaway to the Complainant or provide any other type of compensation that she has requested in this instance.Sincerely,Craig Clark General ManagerEnclosures

Re: Complaint ID [redacted]Dear Ms. [redacted]Rivers Casino has received the letter from your office dated July 21, 2015 regarding Complaint ID [redacted]. A copy of the...

letter received is enclosed with this letter for reference. The Complainant’s Statement of the Problem is as follows:“I am receiving direct mail advertisements from Rivers Casino for a person who does not, nor ever has, lived at my address. I have never been, nor ever plan to go to Rivers Casino. These mailings are a nuisance and a waste of paper for someone who doesn’t even live at my address. I called Rivers Casino to try to stop the mailings but they said the only way to discuss the matter is to come in person to the casino. After explaining that I have an 8 month old baby and don’t have the time to go down to the casino, they still refused to discuss the matter.”Rivers Casino offers direct mailings to its customers via third party printing and mail houses. In the event an address is incorrect, the mail houses and/or the United States Postal Service ‘fix’ the addresses to match what it believes is the correct USPS address (including changes to zip codes). The Complainant’s actual address of “[redacted]” is not found anywhere in our system though similar addresses are. Rivers Casino believes that it has identified the Rivers Casino customer whose address on our mailing list was changed by the USPS which created the problem resulting in the above referenced complaint. Rivers Casino has marked the other known customer’s account as “bad address” and any mailings not already in progress through the printer and mail houses will be prevented. Please note that this process may take a few weeks before the mailings completely stop. Rivers Casino apologizes for any delay in determining the cause of the problem and rectifying the issue.Sincerely,[redacted] General Manage

Re: Complaint ID [redacted]
Dear Ms. [redacted]:Rivers Casino has received the letter from your office dated December 15, 2014 regarding Complaint ID [redacted]. A copy of the letter received is enclosed with this letter for reference. The...

Complainant’s Statement of the Problem is as follows:“I paid $210 for parking under the Pitt Panther football parking program for 7 games. The casino lot admitted vehicles on August 30th, October 16th, November 1st, and November 22nd prior to game time without charging them. Thus, I was overcharged $120 for parking for the season. An employee told me that the lot is free starting 30 minutes before game time and was totally free the last two games. This policy was never publicized. I was offered a $60 refund by [redacted], the General Manager even though I was overcharged $120.”Rivers Casino offered guaranteed parking spaces for sale for Pitt Panther football games as shown on the attached correspondence (“Parking Letter”) which was mailed to certain Pitt Panther season ticket holders. The Parking Letter is clear that the purchaser is buying "a guaranteed parking space at Rivers Casino garage for each of the season’s home games”. The Complainant purchased one (1) guaranteed parking space per this offer (see attached Parking Request Form). The Parking Letter does not state that other patrons will be charged for parking.The offer shown on the Parking Letter does not guarantee anything other than a parking space for the Pitt Panther football games. It does not guarantee that Rivers Casino will charge other patrons for parking on the football game days. It does not guarantee a certain timeframe or number of hours that Rivers Casino will charge for parking, It does not state that the purchaser receives a “discounted rate” for event parking for Pitt Panther football games. The purchaser is paying only for a guaranteed parking space so as to be protected in the case of sold out parking lots in the area. The only time a purchaser would be refunded for a portion of their parking pass fee would be if Rivers Casino did not have a parking space for them and the parking pass holder was denied entry due to a full parking garage.Rivers Casino representatives have spoken with the Complainant on multiple occasions regarding this matter, including the General Manager, The Complainant continues to deny that Rivers Casino charged for parking for certain hours on August 30th and October 16th even though Rivers Casino can prove it paid parking taxes to the City of Pittsburgh for parking charges from those two (2) Pittfootball game days. The General Manager of Rivers Casino mailed a check for $60 to the Complainant as a guest appeasement even though no payment was owed.Please direct any further correspondence or questions in this matter to the undersigned at Rivers Casino, [redacted], Attention: Legal Department or ###-###-####.
Sincerely,
[redacted] [redacted]
Senior Counsel

Review: I am receiving direct mail advertisements from Rivers Casino for a person who does not, nor ever has, lived at my address. I have never been, nor ever plan to go to Rivers Casino. These mailings are a nuisance and a waste of paper for someone who doesn't even live at my address. I called Rivers Casino to try and stop the mailings but they said the only way to discuss the matter is to come in person to the casino. After explaining that I have an 8 month old baby and don't have the time to go down to the casino, they still refused to discuss the matter.Desired Settlement: Take my address off of the Rivers Casino direct mailing list.

Business

Response:

Re: Complaint ID [redacted]Dear Ms. [redacted]Rivers Casino has received the letter from your office dated July 21, 2015 regarding Complaint ID [redacted]. A copy of the letter received is enclosed with this letter for reference. The Complainant’s Statement of the Problem is as follows:“I am receiving direct mail advertisements from Rivers Casino for a person who does not, nor ever has, lived at my address. I have never been, nor ever plan to go to Rivers Casino. These mailings are a nuisance and a waste of paper for someone who doesn’t even live at my address. I called Rivers Casino to try to stop the mailings but they said the only way to discuss the matter is to come in person to the casino. After explaining that I have an 8 month old baby and don’t have the time to go down to the casino, they still refused to discuss the matter.”Rivers Casino offers direct mailings to its customers via third party printing and mail houses. In the event an address is incorrect, the mail houses and/or the United States Postal Service ‘fix’ the addresses to match what it believes is the correct USPS address (including changes to zip codes). The Complainant’s actual address of “[redacted]” is not found anywhere in our system though similar addresses are. Rivers Casino believes that it has identified the Rivers Casino customer whose address on our mailing list was changed by the USPS which created the problem resulting in the above referenced complaint. Rivers Casino has marked the other known customer’s account as “bad address” and any mailings not already in progress through the printer and mail houses will be prevented. Please note that this process may take a few weeks before the mailings completely stop. Rivers Casino apologizes for any delay in determining the cause of the problem and rectifying the issue.Sincerely,[redacted] General Manage

Review: I paid $210 for parking under the Pitt Panther football parking program for 7 games. The casino lot admitted vehicles on August 30th, October 16th, November 1st and November 22nd prior to game time without charging them. Thus, I was overcharged $120 for parking for the season. An employee told me that the lot is free starting 30 minutes before game time and was totally free the last two games. This policy was never publicized. I was offered a $60 refund by [redacted], the General Manager even though I was overcharged $120.Desired Settlement: Payment by check of $120.

Business

Response:

Re: Complaint ID [redacted]Dear Ms. [redacted]:Rivers Casino has received the letter from your office dated December 15, 2014 regarding Complaint ID [redacted]. A copy of the letter received is enclosed with this letter for reference. The Complainant’s Statement of the Problem is as follows:“I paid $210 for parking under the Pitt Panther football parking program for 7 games. The casino lot admitted vehicles on August 30th, October 16th, November 1st, and November 22nd prior to game time without charging them. Thus, I was overcharged $120 for parking for the season. An employee told me that the lot is free starting 30 minutes before game time and was totally free the last two games. This policy was never publicized. I was offered a $60 refund by [redacted], the General Manager even though I was overcharged $120.”Rivers Casino offered guaranteed parking spaces for sale for Pitt Panther football games as shown on the attached correspondence (“Parking Letter”) which was mailed to certain Pitt Panther season ticket holders. The Parking Letter is clear that the purchaser is buying "a guaranteed parking space at Rivers Casino garage for each of the season’s home games”. The Complainant purchased one (1) guaranteed parking space per this offer (see attached Parking Request Form). The Parking Letter does not state that other patrons will be charged for parking.The offer shown on the Parking Letter does not guarantee anything other than a parking space for the Pitt Panther football games. It does not guarantee that Rivers Casino will charge other patrons for parking on the football game days. It does not guarantee a certain timeframe or number of hours that Rivers Casino will charge for parking, It does not state that the purchaser receives a “discounted rate” for event parking for Pitt Panther football games. The purchaser is paying only for a guaranteed parking space so as to be protected in the case of sold out parking lots in the area. The only time a purchaser would be refunded for a portion of their parking pass fee would be if Rivers Casino did not have a parking space for them and the parking pass holder was denied entry due to a full parking garage.Rivers Casino representatives have spoken with the Complainant on multiple occasions regarding this matter, including the General Manager, The Complainant continues to deny that Rivers Casino charged for parking for certain hours on August 30th and October 16th even though Rivers Casino can prove it paid parking taxes to the City of Pittsburgh for parking charges from those two (2) Pittfootball game days. The General Manager of Rivers Casino mailed a check for $60 to the Complainant as a guest appeasement even though no payment was owed.Please direct any further correspondence or questions in this matter to the undersigned at Rivers Casino, [redacted], Attention: Legal Department or ###-###-####.Sincerely,[redacted]Senior Counsel

Review: My husband and I went on a charity casino bus trip on March 14, 2015 and arrived at Rivers Casino at approximately 10:30 a.m. We paid $30 each which was to include $15 in slot play. The money that was earned on the trip by playing games to win prizes went to [redacted]. My husband won a prize that was donated by the group leader which was $40 in slot play & $15 off food voucher. When we went to redeem our $15 slot play and our prize, the attendant (shorter, balding middle aged man wearing glasses in a green t-shirt) told us we were not allowed to have more than one voucher per person. I explained to him that we won it for a charity event on the bus. He then went and got a manager (taller, thinner, dark hair with small scar about his lip wearing a suit & tie). At that time my husband left to use the restroom. The manager spoke to our group leader and even though she said she had donated it for the charity cause, he said the same that we could only use one voucher.

I then met with my husband and explained the situation to him and several others that were on the bus. Everyone was in agreement that this was absolutely ridiculous that they would do that to us and we should redeem it anyway. Since I had to get a new players card, my husband took the voucher to the window, where the manager had been watching him and stepped in and demanded he give him the $15 voucher. A corporation such as Rivers Casino should not stoop to such a low that they take back $15 from a charity casino bus full of over 50 people that were frequenting the establishment that day and giving the casino their business. Also, as a side note this same charity casino bus trip makes at least 1 if not 2 trips to this casino per year to Rivers Casino. This was the 4th year. Many years of business from bus fulls of customers.

Those employees did not use good judgment and are definitely not people that should be representing any business. It left us, and several others, with a very bad feeling and experience. It’s not only the money that I am so concerned about, but the rudeness and the fact that this was for a charity event.Desired Settlement: The personnel should be spoken to about using better judgement and counseled on good customer relations especially for a casino that now competes with many newer casinos for bus trip business.