Scandia

Initial Business Response /* (1000, 10, 2016/04/12) */
Contact Name and Title: [redacted], Pubic Relations
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@scandiafun.com
We will concede that on the date in question the go-karts and bumper boats were the only rides open between 12 pm to 3 pm, our...

website and phone recording listed it as such, but we will not concede that customer deserves a refund because there were tricked into purchasing something they couldn't use. If the customer purchased our Unlimited Passport [redacted] would give them unlimited use of the rides, go-karts, bumper boats, and mini golf. The customer would be able to utilize both of our golf courses, both 18 holes each, and they would be granted unlimited use of the go-karts and bumper boats all day, and on Friday, March 18th we closed at 11 pm. Golf usually takes 30 minutes, and we have two courses so between 1 pm and 3 pm we had attractions available to ensure they had fun. They would also be able to enjoy unlimited rides like our giant Scandia Screamer coaster, our 140 foot drop Tower, Cliff Jumper, our seven kiddie rides, and the other five rides on that side of the park from 3 pm to 10 pm.
The customer's outrage could be understood if they didn't do a little homework before visiting the park. Guests will call or check our website to plan their day more often than not, but a minority just show up because they saw us off the freeway and they are free spirits that love rivers because you can't step in the same river twice, so if they are the latter then it was probably a harsh bend in the river to learn the first three hours offered them go-karts, bumper boats, and mini-golf, but they would have to wait for the rest of the rides. The customer does indicate in her post she understood waiting would be involved, and she still made the purchase.
We didn't swindle or mislead the customer, but in the interest of putting a nasty experience behind us we would like to offer the customer a chance to visit the park again, and the only string attached is they must have a receipt so we know how many Unlimited Passport [redacted] to issue to them. The customer can make arrangements with me, the Public Relations manager. The customers story indicates they have my business card already, but if they chose to throw the card away I can be reached at XXX-XXX-XXXX.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2016/04/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from the Scandia public relations manager. If the P.R manager would have read my statement carefully he/she would have read that I stated absolutely nothing about the wait time. I knew that only 2 attractions were open, and that was fine. What they failed to inform me of was that they only had ONE employee working both attractions and that would result in long wait times. On the Scandia website it states nothing about having ONE employee working multiple rides , which would result in 20-30 minute wait times, if their website stated this information my family and I would have probably gone elsewhere, as we were trying to enjoy one day during our children's spring break as a family. So, with the fact that the supervisor failed to inform me that we would have to wait 20-30 minutes each time we wanted to get on one of the two open attractions , because they didn't have the man power to work, and selling me non-refundable tickets , I do consider that being swindled. Like I stated before if I had been informed of the long wait times before being sold non refundable tickets, I would have NOT purchased them in the first place. The P.R manager should of read through my complaint carefully, to avoid falsely adding a statement in his /her response that I did not state. Also, my husband did call the P.R manager and it went to voicemail, he left a message and we never got a return call!! We could have most likely resolved this situation had the P.R manager returned our call! That is 3 employees in management positions that failed to do their job and resolve this issue!!