Schlitterbahn Riverpark & Resort Corpus Christi

Complaint: [redacted] I am rejecting this response because:Wow, where do I begin I knew that Schlitterbaun had deceptive practices, but I thought more of Mrs [redacted] in relaying fact instead of embellishment.To begin, by the time we had left the area, the only parts of the park that were open were the two pools As per the the Boogie Bahn and the Sky Blaster and Krystal River were not there Believe me My children would have LOVED to have been able to utilize this in the summer time before school beganAs per canceling membership, there is NOTHING in writing that clearly states or even addressed this at the time of sign up (There may be one now, however according to Mrs***, they were having to discuss what to do because there was nothing clearly in place for those members who first signed in the beginning I do not recollect speaking to Daniel Vasquez at any time prior to moving As per the discussion with Ms***, I had gone to Schlitterbaun and the membership person was not there I went home and sent an inquiry which went unanswered I then went to the park to ask Mrs [redacted] if she might have an idea of this type of situation because she was as a personal friend of my Mother, would have answered or inquired in truth Once again, I heard nothing for the next few days so I sent another inquiry expecting at SOME point in time someone would answer my question! I did NOT send inquiries based on expecting a different answerI just wanted SOMEONE to at least to call me back! When Mrs [redacted] saw my inquiry sent by email, she did call me back and said that she did not have an answer yet but would contact me once she had an answer I then received an email from her basically stating that since I cancelled my membership that I would have to pay the initiation all over despite the fact that I never received the services paid for the first time! Mrs [redacted] states that I had been informed by MsDonna Healey- who I have NO idea who this person is I have never spoken to this person The only person that I have spoken to regarding this issue has been Mrs [redacted] up to this pointThe email sent, once again, as stated was intercepted by Mrs [redacted] and never reached anyone else I do not know why Mrs [redacted] is saying otherwise Second, I will attach the email sent in response by Mrs [redacted] which shows that I NEVER was offered a hug discount on passes since I was unhappy? This is and I will attach the email which is her true response She sent a link to the website and said that I could PURCHASE a season pass(not at a discount, not in resolution, not because I was unhappy).She states that club members who joined while the park was under construction clearly understood this This also is untrue The sales person, told us that the park would be open and functional within the year This is clearly untrue and the park STILL remains unfinished and it is 2017! Three years past and the statements and promises made have remained untrue.My complaint is not due to not liking her answer, the complaint is that Schlitterbahn sold memberships under pretenses I am only asking to receive the membership services that were promised from the beginning when I first signed up believing what was promised Otherwise I would not have spent such a substantial amount for the use of two pools We had a pool at home Why would I spend $to use a pool? Makes no sense You know, I am not asking to have a free membership I am not even asking to receive a discount I am asking to waive the initiation fee just as they did up to a month prior to my ability to contact Schlitterbahn and to PAY the monthly membership fee To be clear, I WANT TO BE A PAYING underline paying member When visiting the complaints section of the Revdex.com, I found that there was a person who paid for a season pass when Schlitterbahn first opened, and was unable to use because all that was opened was the two pools! Believe me, my claims can be substantiated in the media (news) and in print, (newspaper) that Schlitterbahn has had MANY issues here in Corpus Christi Attached you will find the real response from Mrs[redacted] which SHE sent You will find that she did NOT offer what she said she did in a "HUGE DISCOUNT" Regards, [redacted]

ID # ***Good Afternoon,My name Is *** *** and I’m the Director of Marketing at Schlitterbahn Riverpark & Resort Corpus Christi. I am responding to a complaint filed against us by *** ** ***, a former Schlitterbahn Corpus Christi Club Member.Ms*** joined the club
membership in when our waterpark and resort were both still under constructionAt that time, the only water experience in our park was a large pool and a kiddie areaMs*** purchased a family membership June 28, She paid $1,up front (months of membership dues)Our records do not indicate during the month period from 06/28/to 06/28/we received any notice from Ms*** as to her disappointment in her club membership and she completed her month financial obligation to usAt the time Ms***’s contact expired with our club membership the following rides were open to the public and our club members: Bob/s Cabana Bay Pool, Little Skippers Cover (Kiddie Area), Boogie Bahn (surf rider simulator), the SkyBlaster (foot uphill water coaster) and the Krystal River (Lazy River) Ms*** could have taken advantage of her club membership to enjoy our waterpark before her contract expired on 06/28/ Our records indicate no further payments were made by Ms*** once her membership expired on 06/28/ Typically, those members wishing to remain so pay our club membership on a ‘month to month’ basis once they have completed the duration of their initial month contractOur records indicate we were notified of Ms***’s relocation to Houston, Texas on December 22, This does not mean she contacted us to officially resign but due to inactivity on her account past 06/28/we contacted Ms*** and received confirmation they had relocatedThis means her membership was officially closedShe spoke with a Daniel Vasquez in membership services on December 22, as the notes in her account indicate. Club members who joined in and who remain active members (they pay their monthly fees) are not obligated to pay the $1,initiation fee as they are ‘grandfathered’ in if you willIf a member account was closed due to lack of payment or as in Ms***’s case a relocation then they are not ‘grandfathered’ in as their club membership has been ‘closed.’ As of June 2017, we did implement the above-mentioned fees for ‘new members.’ Here’s where Ms*** comes into playShe approached me at Schlitterbahn Riverpark & Resort Corpus Christi about joining our membershipShe explained she was former member who had moved back to North Padre Island and she had been told by our membership services personnel an up-front initiation fee would now be required in order to join our clubShe asked me since they were former club members if the initiation fee could be ‘waived.’ I explained that only current members in good standing were ‘grandfathered’ and exempt from this new feeI could tell immediately she was not happy with my answer. Several days later, I received a website inquiry asking whether former club members were required to pay the newly implemented initiation fees and immediately recognized Ms***’s contact information including her email addressI suppose she felt by asking someone else via a web inquiry she would get the answer she was looking forPlease keep in mind by this time she had been told the same information by MsDonna Healey in membership services and by meTherefore her website inquiry would make it the third time Ms*** was asking the same question no doubt hoping for a different answer.I responded to Ms***’s website inquiry with the same information she had been provided on two separate occasions and by two different peopleI even offered her a huge discount on season passes since she was unhappyQuite frankly, Ms***’s lack of account activity from 06/28/to 06/28/clearly indicate she is probably more inclined to be a season pass holderOnce I made this offer via an email I never heard from Ms*** again. Club members who joined in clearly understood the park and resort were under constructionBy the time Ms***’s contract expired we had a variety of rides/attractions open for use by the public and by membersIt was Ms***’s choice not to utilize our waterpark when we first opened these particular rides in May I am not sure when Ms*** moved from North Padre Island but it clearly states in the membership contract she is responsible for notifying us of her desire to resign’ either due to relocation, unhappiness with the membership, etcOur records indicate we received no such request by mail or email or by phoneIn fact, it was our staff who had to contact Ms*** who had already relocated to Houston by that time. Quite frankly, Ms*** just didn’t like the answer she was getting despite the multiple ways she was asking it and the multiple people she asked I felt offering her season passes as a deep discount was a good compromise and would have allowed her family to enjoy the waterpark for the remainder of theseasonI am sorry she felt it necessary to file a complaint with the Revdex.comMy offer of discounted season passes still stands though I know she has two boys and they would have a ‘blast’ at our bahn. I hope this helps explain the situation a little better in the event you have additional questions for me don’t hesitate to reach out.Best Wishes,*** ***, MPADirector of MarketingSchlitterbahn Riverpark & Resort Corpus Christi

Complaint: [redacted]
I am rejecting this response because:Wow,  where do I begin.  I knew that Schlitterbaun had deceptive practices,  but I thought more of Mrs. [redacted] in relaying fact instead of embellishment.To begin,  by the time we had left the area, the only parts of the park that were open were the two pools.  As per the the Boogie Bahn and the Sky Blaster and Krystal River were not there.  Believe me… My children would have LOVED to have been able to utilize this in the summer time before school began. As per canceling membership,  there is NOTHING in writing that clearly states or even addressed this at the time of sign up.  (There may be one now,  however according to Mrs. [redacted],  they were having to discuss what to do because there was nothing clearly in place for those members who first signed in the beginning.  I do not recollect speaking to Daniel Vasquez at any time prior to moving.  As per the discussion with Ms. [redacted],  I had gone to Schlitterbaun and the membership person was not there.  I went  home and sent an inquiry which went unanswered.  I then went to the park to ask Mrs. [redacted] if she might have an idea of this type of situation because she was as a personal friend of my Mother, would have answered or inquired in truth.  Once again,  I heard nothing for the next few days so I sent another inquiry expecting at SOME point in time someone would answer my question!  I did NOT send inquiries based on expecting a different answer. I just wanted SOMEONE to at least to call me back!  When Mrs. [redacted] saw my inquiry sent by email, she did call me back and said that she did not have an answer yet but would contact me once she had an answer.  I then received an email from her basically stating that since I cancelled my membership that I would have to pay the initiation all over despite the fact that I never received the services paid for the first time! Mrs. [redacted] states that I had been informed by Ms. Donna Healey- who I have NO idea who this person is.  I have never spoken to this person.  The only person that I have spoken to regarding this issue has been Mrs. [redacted] up to this point. The email sent, once again, as stated was intercepted by Mrs. [redacted] and never reached anyone else.  I do not know why Mrs. [redacted] is saying otherwise.  Second, I will attach the email sent in response by Mrs. [redacted] which shows that I NEVER was offered a hug discount on 2017 passes since I was unhappy?  This is false and I will attach the email which is her true response.  She sent a link to the website and said that I could PURCHASE a season pass. (not at a discount, not in resolution, not because I was unhappy).She states that club members who joined while the park was under construction clearly understood this.  This also is untrue.  The sales person, told us that the park would be open and functional within the year.  This is clearly untrue and the park STILL remains unfinished and it is 2017!  Three years past and the statements and promises made have remained untrue.My complaint is not due to not liking her answer,  the complaint is that Schlitterbahn sold memberships under false pretenses.  I am only asking to receive the membership services that were promised from the beginning when I first signed up believing what was promised.  Otherwise I would not have spent such a substantial amount for the use of two pools.  We had a pool at home.  Why would I spend $1500 to use a pool?  Makes no sense.  You know,  I am not asking to have a free membership… I am not even asking to receive a discount.  I am asking to waive the initiation fee just as they did up to a month prior to my ability to contact Schlitterbahn and to PAY the monthly membership fee.  To be clear,  I WANT TO BE A PAYING underline paying… member.  When visiting the complaints section of the Revdex.com,  I found that there was a person who paid for a season pass when Schlitterbahn first opened, and was unable to use because all that was opened was the two pools!  Believe me,  my claims can be substantiated in the media (news) and in print, (newspaper) that Schlitterbahn has had MANY issues here in Corpus Christi.  Attached you will find the real response from Mrs.[redacted] which SHE sent.  You will find that she did NOT offer what she said she did  in  a "HUGE DISCOUNT" .     
Regards,
[redacted]

Good Morning,My name is [redacted] and I’m the Director of Marketing at Schlitterbahn Riverpark & Resort Corpus Christi. I am responding to a complaint against our waterpark by [redacted] regarding our Schlitterbahn Riverpark & Resort Corpus Christi Club Membership. In reviewing...

Ms. [redacted]’s complaint, I can confirm a conversation between the two of us did indeed take place on June 7, 2017. She actually contacted our corporate offices in New Braunfels, Texas about her efforts to sign up for our membership after being ‘allegedly thwarted’ in her efforts to do so.During my conversation with Ms. [redacted],  I did indeed explain she was able to join the membership but that as per our existing membership contract we were implementing changes to the membership in which a $1,500 initiating fee would be required ‘up front’ in order to join. This initiation fee is something which has been waived for the last several years but it has been decided to implement the requirement for any new members joining in the 2017 waterpark season. I have copied a clause from our existing membership contract which clearly states a $1,500 initiation fee is required to join our membership. I would like to add the membership contract has been continually updated and reviewed by our corporate lawyer Mr. [redacted] in New Braunfels, Texas. Despite the fact the initiation fee is not something we have pursued in the last few years it has remained in the membership contract as an option and we do reserve the right to changes the membership contract at any time. This is clearly stated below.4.            FEES AND CHARGES.                Initiation Fees. In consideration for Corporate Membership, Member will pay a non-transferable, one-time initiation fee to the Club (“Initiation Fee”) of $1,500. The Initiation Fee is nonrefundable after the expiration of the applicable Initial Review Period for cancellation. If you cancel your membership and elect to rejoin the Club at a later date, you will be required to pay the Initiation Fee then in effect for your type of membership.  The Club reserves the absolute right at any time to change the amount, manner and time of payment of the Initiation Fee.  I informed Ms. [redacted] about the initiation fee and she stated to me she was upset that particular information was not stated on our Schlitterbahn Corpus Christi website at the time of her initial inquiry.  I explained to Ms. [redacted] since the decision to begin requiring an initiation fee was new, our corporate graphics and website team had yet to update the website page but were in the process of doing so even at the time of our conversation. Ms. [redacted] views this as false advertisement but in reality nothing could be further from the truth. In fact, the website request to have the initiation fee uploaded to our website was made by me on June 3rd, 2017 and the new information ($1,500 initiation fee) went live on June 10, 2017. The 7 days it took to get the new information posted on our website is the standard amount of time it takes for website updates. Our corporate graphics and website team maintains not only our website but the sites for all of the 5 Schlitterbahn waterparks. I apologized to Ms. [redacted] if this caused any confusion but also assured her the updates to the website were in the process of being made. I would like to add we signed up two new Schlitterbahn Riverpark & Resort Club Members during the same time period Ms. [redacted] was inquiring about the program with no problems at all. They were informed of the new initiation fee requirement over the phone and were instructed to make an appointment with Ms. [redacted] in Membership Services to sign their contract and pay the fee. Currently, this is the information posted on our website regarding our club membership.Schlitterbahn Golf MembershipGolf Family Membership: $125 /monthBecome a member for access to even more exclusive features and benefits.$1,500.00 sign-up fee is required to join. A limited number of memberships are currently available. Join today! Membership Includes:Unlimited free green fees on 9-hole Golf CourseUnlimited use of Tennis CourtsTips and Instruction from Staff Golf ProYear-Round Access to Bob's PoolAdmission to Schlitterbahn Riverpark Corpus Christi included for qualifying family members during operating season.15% Discount on Gift Shop Retail Items20% Discount on Food and non-alcoholic Beverages at Veranda10% Discount on Resort RoomsDiscounts not applicable with other offers.Contact UsMembership Information: 361.589.4200Ms. [redacted] desired statement she be provided the opportunity to purchase the ‘Advertised Family Membership without any additional conditions being made up’ simply isn’t possible as it is our contention no ‘false advertisement’ took place. Merely, the timing of her initial inquiry and the timing of the website revisions did not correlate but were in the process of being rectified. Again, I explained to her the new requirements over the phone and apologized to her for any confusion this may have caused but I could certainly tell from her ‘tone of voice’ on the phone she was upset. She explained she has a daughter with special needs and also explained she wanted to take her daughter to our waterpark on that day (June 6, 2017-time of initial inquiry) and couldn’t do so because of the confusion in membership requirements. I actually offered Ms. [redacted] two complimentary tickets to come play at our waterpark so her daughter could enjoy our beautiful bahn. In fact, this is something which is done quite often as it is a great way to really show customers what their membership would entail. Ms. [redacted] declined my offer as she stated she was going to contact Ms. [redacted] in Membership Services in order to make an appointment with her and get the process started on joining our club membership. I truly felt at the conclusion of our conversation Ms. [redacted] understood there was ‘no attempt’ on our part to ‘falsely advertise’ anything via our website. Providing quality customer service via our website, social media sites and in person at our resort, waterpark and our Veranda Restaurant remains a top priority for our company. While I was not privy to Ms. [redacted]’s subsequent conversation with Ms. [redacted] I was told Ms. [redacted] reiterated the requirement of a $1,500 initiation fee was very new and the information was being uploaded to our website and was a priority with our corporate graphics and website team. According to Ms. [redacted], she offered Ms. [redacted] her apologies for any confusion this may have caused her and offered to set up a tour of the park which is standard for all potential membership inquiries. According to Ms. [redacted], Ms. [redacted] declined her offer.I hope this explanation helps clarify the situation with Ms. [redacted] and I do personally want to apologize once again for the problems this situation may have caused her. If it’s possible I would like to suggest Ms. [redacted] take advantage of our 2017 Season Passes which I would be happy to expedite for her. This will provide her a terrific waterpark experience and it wouldn’t require an initiation fee and monthly payments. Perhaps this is the best direction for Ms. [redacted] at this point in time. We do want her to enjoy everything we have to offer and we certainly want to be able to provide unique opportunities for her daughter to create some terrific summer memories.In the event you have any further questions for me please contact me directly at (361) 589-4225 which is my office number at Schlitterbahn Riverpark & Resort Corpus Christi. Best Wishes,[redacted], MPADirector of MarketingSchlitterbahn Riverpark & Resort Corpus Christi