Six Flags St. Louis

There are several complaints listed so I will try to address them individuallyDaughters name on the membership: The daughter's name has to be on the membership pass itself in order for her to use it, however it is not on the actual account itselfThe name on the pass cannot be changed as they are non-transferable.Late Fee: The $fee was charged because a payment was declined (I am attaching documentation) Per the contract agreement, a late fee will be charged if a payment is not made Credit Card Accounts: Six Flags does not set up the payment source (i.e credit card, bank account, etc.) that is charged for the membership paymentsAny payment information is provided by the guest and we cannot in anyway alter that personal account informationThe credit card or bank account associated with a membership can be changed at any time by the person on the membership account by going through the portalChange of payment is accepted as long as the billing name and address match that of the individual on the credit cardTherefore, if there is an issue with the payment source, it is the guest's responsibility to change it And our GR representative explained that and gave the needed directions to do so.We do not feel that park was in error in this complaint I am not showing any additional charges past the time of this complaintHowever, if any additional charges were incurred, that should not have been, due to the length of time it has taken us to respond; please forward them to me and I will review them for a refund

Complaint: [redacted] I am rejecting this response because: Six Flags did not tell me it is a reoccurring membershipI have done passes numerous times, and that has never happened before until last year's membershipIf they want to sell their memberships like that, they need to let guests know that it is a reoccurring membership boldlyInstead, Six Flags must sneak that in under fine printI was never told or made aware that I was signing up for a reoccurring membershipIf I had known this, I would have either cancelled during the appropriate timeframe, or have wanted to be made aware that I have a pass and could have been enjoying the park this yearNow that I finally was able to cancel June, they still charge for more months because they "need days notice." With that being said, I will have paid for an entire season and never been able to visit the park onceI wish I would have noticed the sneaky charges on my card earlier, but even if I had, Six Flags will not refund any unauthorized charges and I would have still been charged for more months from their day policyI had zero ability to cancel the reoccurring membership that was not sold me to as reoccurringTheir poor customer service continues to disappoint me until they own up and offer a refund for the sneaky charges Sincerely, [redacted]

Our Guest Relations Staff spoke with the guest in May and again in August As you can see, the reason she gave our staff for wanting a refund was different than the reason given in the Revdex.com Complaint.Communication on 5/16/- GSR # [redacted] : Guest purchased four dining passes at a restaurant and did not realizing what she was purchasingShe thought she was buying a special offer for all four passes for $and not $per passShe does not want the dining passes because she only visits the park once or twice a yearShe wants a refund on all four dining passes but we are waiting on an original receipt from guest so we can we can proceed any further to resolve the issue We would make an exception and do a partial refund but must have receipts We did not hear back from the guest or receive any receipts, however the guest called the park on 8/31/and [redacted] placed the following note in her order at 10:AM- General: Guest called upset, because she purchased the ASDP here at the park She states, she thought it was for all four people, not one I told her the price is per person She is welcome to visit still through 1/1/and use her dining She then stated, it does not work (she had issues that day) I explained, we were able to get the pass to work and that should have resolved any issues, she should not have any further issues She said I will see you in court! I asked if I could be of further assistance and ended the call.These are our only two communications with the guest and her main reason for wanting a refund was that she she misunderstood the cost and way the program worked and was too far away for it to be a benefit We were willing to make an exception and do a partial refund with receipts in May since it was right after the purchase, however we did not receive anyIt is now several months down the road and the dining passes have been active the entire time This is much like a Gym MembershipIt is purchased for you to use as much as you want, but it is not fair to ask a business to refund it later if you chose not to use itIf she would like to submit the original receipts we will reconsider a partial refund once we have received them They can be sent to my attention

The deposits were refunded to MrEmrick's account on 8/3/A 13th payment was never made and all members were removed with the exception of one prior to 14th paymentI am attaching the payment historyThe pass was deactivated more than a few times due to declined payments and the Guest was aware of this

We do offer a one day dining deal which is $that comes with a lunch, dinner, snack and a red sports bottle that is sold in parkIt is possible that this is what the employee purchasedWe will try to find the transaction if the guest can give us more information about the purchase What restaurant, the day, etc If that was the case, we will certainly extend a complimentary one-day meal pass on her next visit to the park But we did not offer our premium, all-season dinning pass at that price There is a reference regarding the refund of an activation fee, however, there are no details related to that I would need more information to address this point ell us why here

We do not have any record of Mr [redacted] visiting Guest Relations or filing a complaint with us on the day of his visitFeedback from our guests is very important to us as it helps us address situations as they occur so our guests can enjoy their visitWhile I am very sorry that Mr [redacted] and his family are unhappy with their visit, it is very difficult for us to follow up on various things that happen during a visit after the fact unless it is a widespread situationWe always encourage guests to go to Guest Relations so we can have a Supervisor look into the situation at that time Normally, we would not be able to offer anything in this situation as it was not brought to our attention as it was occurringHowever, one of our Guest Relations Supervisors does remember receiving the letter regarding Mr [redacted] ' visit and because I can find no record that anyone responded to him we will set up complimentary tickets at Guest Relations for the seasonEach guest concern should receive a response and I apologize that Mr [redacted] did not get a reply from usI will provide GR with Mr [redacted] 's information and he can pick them up with an ID on his next visit On a side note, all of our shows and scare zones are included with theme park admission during Fright FestHowever our haunted mazes have been an additional fee for some 20+ years and we list them as such on our website and communications that we send out Please let me know if you anything else from me for his case

Initial Business Response / [redacted] (1000, 12, 2015/10/28) */ > > One account (under [redacted] XXXXXXXXX) has made one payment in the amount of $15.66. This was the initial payment for the account, so it includes the processing fee. > > The other account (under [redacted] XXXXXXXXX)... has made two payments in the amount of $22.37. First payment (initial payment) was for $15.68, the second was $6.69. > The account for [redacted] is diligent at this time and in collections. The account for [redacted] is current. To date, there have been two visits to the park, one on each account, and only approximately $38 paid, which does not even total a one-day ticket. The reason the first pass did not work on the second visit was because the guest failed to make any additional payments after the first one. Rather than bring the account current, the guest purchased a new membership under a different name. Had they used the same name the purchase would not have gone through since the other was in default. At this time we feel the guest is responsible for both accounts as they chose to purchase a new one, under a different name, rather than make the first one current and continue using it.

Mrs [redacted] can bring her receipt and blue Sports Bottles to Guest Relations on her next visit and they will ensure that she is given the correct Sports Bottle that she was charged forOccasionally someone will hand out the wrong sports bottle and we simply exchange ti based on what the receipt showsI ma not sure why this was not done and I do apologize that it was notMrs [redacted] 's name is in our Guest Services system at Guest Relations so that anyone can look this up and help her with it

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
They had already located my purchase previouslyThey have all of the information needed and they are still playing the "We don't know what you mean" cardI have now spent months on thisRunning to my bank and getting the proofTalking to different agents because they just stop respondingI'm aware I am just person (if you can't my family) and losing our business won't hurt you one bit, but this is just wrongI have many people who have advised Six Flags had the all season dining pass and not just people I know. In regards to the late charges, You people can't figure out how to take money out of my accountI can pay you with my card, I can order with my card, but you can't take a ACH from my account? Everyone else in the world canMy bank has confirmed it is not an issue on their end, it's you.
Sincerely,
*** ***

The person who's name the account is under would need to contact us to look this up or give us permissionWe do not know what credit card or bank account is assigned to an account as payment so we must go by the account holderThe account holder can go into their membership account and look all of
the information up as well as change the payment source at any timeI can tell you that all memberships require monthly payments and after that time a membership can be continued with monthly payments or cancelled All of this information would have been given to the account holder when they signed up for the membership

In reviewing our records, the guest has one account that has a membership All Season Dining PassHe has made payments and the system indicates that it will cancel in June based on the date he submitted for cancellation plus day cancellation periodThe cancellation, as explained in the
original agreement, could have been submitted earlier to coincide with the end of the month contract, he wouldn’t have made payments past the contractual minimumWe will make an exception and reimburse him for the thirteenth payment as well as waive the days which would result in a 14th payment. However, we cannot reimburse any payments prior to the contractual payments If a 14th payment is collected during this process it will be credited as well

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

The out record show that the first attempt to cancel was made by the Guest online on 09/14/when she actually completed the processShe submitted an online FreshDesk ticket on the same date, which was responded to with the directions to cancel online the next day (09/15/15)
This is the only
record of her logging into the cancellation portal was on this one dateThere is no other activity with her logging into the cancellation portal
We can resend the directions, however the account holder needs to do the cancellation themselvesIf the Guest would like us to resend the directions to cancel we would be happy to do so

Initial Business Response /* (1000, 11, 2015/11/18) */
I have received the following information from our Guest Relations Supervisor: *** spoke with the guest on 10/18/2015, because the first account did cancel after she accepted the special offerShe asked for compensation and *** told her
we would not be able to make any compensation as this is just the time frame the refund process takes On 10/31/*** canceled the account and refunded the one payment that was deducted from her account after the special offer was accepted
Comment from the guest In Fresh Desk (XXXXXX), " have attempted to contact you regarding this issue several timesI HATE THAT THERE IS NO PHONE NUMBER TO EASILY ACCESS AND ANSWER QUESTIONS!!!
I would like to know if I am paying on multiple accounts as there are more than the four members of my family listed on my accountI would also like to cancel at end of this season and need to know when to do that...."
I did respond to her and let her know how to cancel the membership
This was the only correspondence from her in Fresh Desk, so we do not have any other records of her trying to contact us prior to this date, unless it was via the phone
*** (XXXXXX)- On 10/there is a note from *** stating that the guest contacted corporate about compensation; At that time *** communicated with the guest that we would not be able to provide additional compensation other than the refund that was being processedThis concludes the response from Guest Relations
We do allow guests to switch to special offers as in this caseHowever, depending on the date a payment may already be in the process which was also the case hereWe did refund that payment and cancel the first accountUnfortunately that is a process we have to initiate which takes longer that the automated payments that are set up when the membership is acceptedWe do apologize for the frustration but I hope this information helps clarify the process

Initial Business Response /* (1000, 10, 2015/07/17) */
We don't know why the refund did not go into his account in April when it was first done, however, the refund was completed again on 6/2/The only email that had not been responded to at the time of the complaint was the one that was sent on
5/29/

Initial Business Response /* (1000, 5, 2016/02/04) */
We do not have any record of this communication thread or anyone contacting us about this issue in our files, but upon further research found that the guest was actually communicating with the Six Flags America park due to a glitch in the
systemWe will follow up with that park to figure out why this was not sent to our park to handle and why it was not taken care of after the January call, however, in the interest of taking care of the guests concern we have already processed the refund today, February 4, so it should show up on the guest's account within 5-business days
The membership cancellation process was not completed in November by the guest and Six Flags America was trying to help by cancelling for them, however, it does not appear that the cancellation by the park processed correctlySince we were not involved it is hard me to know what went wrong, however, we certainly apologize for the inconvenience and frustration
Initial Consumer Rebuttal /* (2000, 7, 2016/02/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

The operating calendar on our Website was updated on July to reflect the operating hours of 5:- 9:pm for Saturday, September In addition, when you purchase tickets online it gives you any restrictions on the screen prior to purchase and for tickets being bought that day it stated
that they were only valid from 5:- 9:p.mon that day and could not be used another dayWe made every possible effort to communicate the schedule and make it available to anyone checking hours or buying tickets All of that being said, our guest relations office had already spoken with someone about these two tickets and the fee to extend theme had already been waived before I received the initial complaintBecause our hours of operation were posted months in advance and we actually made an exception for this guests, I respectfully ask that this complaint be removed from our file completely

In general we do not transfer dining passes at all, but because it was only the second visit we are a bit more willing to do so at the Guests requestThe Guest that has the dining pass is always required to be present for a transfer to take place
Our system shows that the Guest, Kelsey, had
scanned into the park with Larry on July 5thWe have to assume that the Guest was present when the transfer was completed based on the scan and our transfer policy
The notes from our Guest Comments Log state that Kelsey contacted the park regarding her Dining PassWhen her pass was looked up, we saw that she added a Dining Pass on Saturday, July 4thWhen she visited the park Sunday, July 5th, her Dining Pass was transferred to Larry Abraham's passWe explained that Dining Passes can only be transferred once and that her cards had to be presented with his card in order to transfer the Dining and she verified that Larry was a member of her party
The Guest came to Guest Relations after talking to Cheryl asking if we could check our cameras to see if it was herWe explained that that wasn't something we were able to doKelsey then bought a Dining Pass for her card and indicated that she would just dispute the charge with her bank
If Kelsey believes that Larry or someone else had her Dinning Pass transferred without her permission and decides at some point to take legal action against them for that, a Police Report can be presented to us and we can have our Loss Prevention Manager take a look at the possibility of issuing a refund and cancelling the Dinning Pass

Initial Business Response /* (1000, 5, 2015/11/18) */
I am including the only ad that was sent out during our special sale on Season PassesIt does mention a free Sports Bottle, however it is only with the purchase of an All Season Dinning PassThey do not come free with the purchase of just a
Season Pass
Because it took Ms*** so long to be referred to Guest Relations and no one there was able to show her the email ad that was sent out as a reference, we will go ahead and send her the sports bottlesI will just need to verify the correct address to send it toOnce we have that we will get them in the mail
Initial Consumer Rebuttal /* (3000, 9, 2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was absolutely,definitely an email advertisement for the season pass/membership with the refillable sports bottle includedThe dining pass could be purchased separatelyI read through all of the fine print three times and compared the email ad with the web ad to make sure I understood what would be includedI did not hallucinate itThe advertisement was very, very clearThere was no min how I interpreted itThat is why I am dissatisfied with this answerI was told that many other customers had asked for the sports bottle with their pass/membership that they purchased that same weekWe cannot all be wrongI just want a refund and to stop automatic monthly paymentsYou cannot make mistakes with my membership and then say refunds aren't allowedIt's not that mistakes were made with the adIt's that they keep denying itI know that my email account keeps a copy of all sent emailsIf you check the email account that sent them, I'm sure you'll find it or the link to the ad that was sent out that weekIt was a better value than the ad deal online on their websiteI compared the twoThey were supposed to include a scannable bar code on the voucherI think someone made a mistake and forgot to include the bar code for the bottleMistakes happen but do I have to be made into an ie who can't read the adI am very frustrated dealing with this issue because I know what I sawI don't want to deal with six flags any moreIt's not fair to me how many times I tried to resolve itI just want a refund