Six Flags St. Louis

Complaint: ***
I am rejecting this response because:I went back to my online bank statements and it only allows me to view all transactions from 11/28/to the present.I purchased those bottles in October when I signed up for my season passes for the remaining of and for all of 2017. If you look at my account, you will see that I did not purchase any season passes until October when your company was giving good offers to rejoinI know that I purchased my 2016-season passes online with our credit card, but I can't for sure say that I purchased the bottles with the credit card only and/or used cash also.So where do we go from here? Can your company lomy transactions in your system for October for Six Flags StLouis?
I am accepting your offer of giving the correct drink bottles to us for our purchases considering that is what we were told that we were purchasing in the beginning and I can bring in those bottles, but I am also asking your company to help lomy receipts in October in your files Thank you.
Sincerely,
*** ***

Our Season Passes include access to all of our rides, shows, special events and Hurricane HarborThe cost of the Season Pass is not tied to a specific event and our product offering is subject to change from year to yearWe continue to change the experiences that we offer to our guests by adding
new rides, special events and food offerings, which sometimes means that we will discontinue something elseFor that reason, we do not offer refunds on our Season Passes based on a specific ride or event. While we have hosted Christian concerts for many years and are disappointed that cost increases for artists, along with higher production and promotional fees, made it no longer feasible for us to offer them, we are developing other events for the Christian community including movie nights, a speaker series and a youth group exclusive night which we will be announcing soon

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 5/16/16 - GSR # [redacted]: Guest purchased four dining passes at a restaurant and...

did not realizing what she was purchasing. She thought she was buying a special offer for all four passes for $89.99 and not $89.99 per pass. She does not want the dining passes because she only visits the park once or twice a year. She 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 8/31/2016 and [redacted] placed the following note in her order at 10:10 AM- General: Guest called upset, because she purchased the ASDP here at the park.  She states, she thought it was 90 for all four people, not one.  I told her the price is per person.   She is welcome to visit still through 1/1/2017 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 any. It is now several months down the road and the dining passes have been active the entire time.  This is much like a Gym Membership. It 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 it. If 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.

Complaint: [redacted]
I am rejecting this response because: Six Flags did not tell me it is a reoccurring membership. I have done passes numerous times, and that has never happened before until last year's membership. If they want to sell their memberships like that, they need to let guests know that it is a reoccurring membership boldly. Instead, Six Flags must sneak that in under fine print. I was never told or made aware that I was signing up for a reoccurring membership. If 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 year. Now that I finally was able to cancel June, they still charge for 2 more months because they "need 45 days notice." With that being said, I will have paid for an entire season and never been able to visit the park once. I 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 2 more months from their 45 day policy. I had zero ability to cancel the reoccurring membership that was not sold me to as reoccurring. Their poor customer service continues to disappoint me until they own up and offer a refund for the sneaky charges. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 10, 2015/07/17) */
I certainly apologize if anyone at our park was rude to Mr. [redacted]. Even if we cannot give the guest the result that they want, we strive to provide good guest service. Each park has its own offers with specific discounts and valid dates...

for their Season Pass holders. While Season Passes are valid at all Six Flags Parks, the special offers are only valid at their home park. The website states this and encourages guests that to review their full benefits bu visiting the coupon portal to see what coupons are available to be used at our park.
If Mr. [redacted] called and asked about the discount ticket or free ticket the person may not have realized or understood that he had a pass from SFFT. Or if he did mention SFFT, they may have thought he just wanted to be sure his pass is valid at this park. Without knowing who he spoke with, we cannot verify what was discussed or that he was told he could use the coupon with his SFFT pass. However, coupons for one park are not valid at anther park and this information is available to our Season Pass holders on the website where it lists their benefits. IF Mr. [redacted] has the name of the person he spoke with at our park we would very much like to have it as they would be giving out incorrect information.

The deposits were refunded to Mr. Emrick's account on 8/3/15. A 13th payment was never made and all members were removed with the exception of one prior to 14th payment. I am attaching the payment history. The pass was deactivated more than a few times due to declined payments and the Guest was...

aware of this.

Initial Business Response /* (1000, 7, 2015/07/30) */
This is a case of a missed payment. Once the payment is missed guests get an email indicating this. I am attaching a document that shows we contacted Mr. [redacted] regarding the missed payments and that the emails were read. We do not have access...

to guests accounts, their logins or passwords to change anything in their accounts. This is to protect their accounts and information. Once an account is 30 days over it will be automatically sent to collections and suspended. The payments must be made to the collection agency at this time.

We do offer a one day dining deal which is $34.99 that comes with a lunch, dinner, snack and a red sports bottle that is sold in park. It is possible that this is what the employee purchased. We 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...

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 2017 Sports Bottle that she was charged for. Occasionally someone will hand out the wrong sports bottle and we simply exchange ti based on what...

the receipt shows. I ma not sure why this was not done and I do apologize that it was not. Mrs. [redacted]'s name is in our Guest Services system at Guest Relations so that anyone can look this up and help her with it.

There are multiple account tied to Mr. [redacted]'s account. We show that he called on 12/17 to cancel account #[redacted].  Per the membership agreement, there is a 45 day processing period and depending on where it is in they cycle, one more payment may come out. The Membership Agreement allows...

for guests to call 45 days prior to the date they want to end the membership to avoid this. If Mr. [redacted] has the email he referred to with our representative that states he would not be charged after his call on 12/17/2017, and he could forward it to me I can see if I can secure a refund of the $8.32.  However, without that email, the $8.32 charge falls within the 45 day window. I am also including back up information on the calls.      Order 242285718- $11.01 for [redacted] (active) Order 243861175- $14.65 for [redacted] (active) Order [redacted]- $8.32 for [redacted] (cancelled on 01/03/18- see notes below for additional information) Order 247304884- $30.36 for 2 Membership ASDP Notes from order [redacted]:   12/17/17 14:07 (TM at accesso/membership support) General: 12/17/2017 2:02 PM by [redacted], [redacted]: Guest is requesting no further payments with cancellation of [redacted]   01/03/18 15:01 (from [redacted] @ SFSL) General: guest called upset that the account was drafted for a January payment.  He states that a representative told him and emailed him stating that he would not be charged.  I explained that the account was canceled per the T & C of the agreement.  And that no further payments would be drafted, I advised him that I immediately canceled the account today to ensure this.  I told him that he was welcome to forward to us the email that he received by submitting it through the membership website.  He stated he would forward to us, the Revdex.com and the corporate office.  He ended the call.   01/04/18 07:09 (TM at Accesso/membership support) Guest called yesterday and I asked for an order number and the guest would not provide the information. He stated right away that he was mad that at an agent he talked to previously. He was using foul language and I let him know that if he continued to use that type a language that I would have to disconnect the call. This continued so I told him I would be ending the call and then I disconnected the call.  Mr. [redacted] then called back a second time and I got his call. He asked why I hung up and I told him it was because of the language that was used. He then stated that he was recording the call, I also informed him the calls were recorded as well, he then asked to speak to a manager which is when he was given the TSM number, I then informed another supervisor of this issue and she listened to the call and informed me that I handled the calls by proper procedure, and she would let the other supervisor know of the issue.   01/04/18 08:27 (supervisor at accesso/membership support) General: Left VM

Initial Business Response /* (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.

I received the following feedback from our Guest Relations Supervisor:     Looking over the information the Guest gave, there several part of what she said that I don’t understand or know how it happened the way she is describing.  ...

1)            Guest purchased one basic ASDP and one red sports bottle. 2)            The order was not used the vouchers are still active 3)            The Guest was in contact on 8/21, with [redacted] who emailed her a copy of her receipt, but there are no notes about the issue. 4)            There is nothing in GSR for the issue. 5)            The daughters season pass was used on 8/20/17, which was the first time this season.   There are a couple possibilities of what happened: 1)            They could have brought the season pass voucher and not the dining voucher 2)            They didn’t know information on the order and it couldn’t be found. 3)            They didn’t have anything to present other than the pass itself and asked about the dining and cup.   However, none of this corrects the issue for our guest. Since neither of the vouchers were used I think that we should refund the order. There isn’t any reason that we can’t or shouldn’t especially since we can see that it was not used. However, as far as what happened at GR, that is unknown at this point and I find it very strange that they would not have processed the dining pass as that was the majority of what we were doing at that time of the year.   Please let me know how you want to handle it and I can process the refund.   The refund was processed to the guest credit card on 9/23/2017

Our research shows that Mr. [redacted] submitted a Freshdesk ticket on 08/22/16, and received a vague response with no directions on how to cancel from the person in the membership support center, this is not a person located at our park.    In light of this we will be happy to refund any...

payments from 08/22/16 until now as Mr. [redacted] did reach out for assistance, but did not receive correct assistance. This refund amount is $238.80, which are the 10 payments that have been made since we have record that he contacted us for assistance. We would normally process the refund the same way as the original payment but he has stated that he closed the paypal account. Therefore we will issue a check request for the amount.  Please note that this will take 2-3 business weeks to be processed. Please confirm that the address on the complaint is the correct address to mail the refund check. Thank you,

Complaint: [redacted]
I am rejecting this response because: I sent numerous emails requesting it be canceled and it was not. The dining pass is a waste of money. The few times I used it when I could had over cooked less then mc Donalds quality food. The value of this product is fraud in its self and no one should buy the product. I live no where near a six flags and have for over 6 months asked for this to be canceled 
It
Sincerely,
[redacted]

Initial Business Response /* (1000, 13, 2015/10/22) */
We do not have record of a complaint filed by Ms. [redacted] at the park on the day of her visit so it makes it very difficult for us to assess any of the situations after the fact. While we cannot always control lines and wait time if a location...

or ride is popular, it is always our goal to provide a quality product. Guests certainly have concerns or issues on occasion with their food and if it is brought to our attention we remedy the issue on the spot. If they do not feel the person at the restaurant is responsive, they can ask for a manager or they can always register a complaint at Guest Relations. By filing a complaint we can address the issue that day and find a solution for the guest during their visit. In addition we can use it as a teaching time for an employee if they are not providing the guest service we expect of them. This complaint has been passed on to our Culinary Services department. We certainly apologize for any inconvenience to Ms. [redacted] during her visit and upon her next visit, either this year or next year) she can go to Guest Relations and they will have 4 meal vouchers waiting for her to use during her visit. And on future visits, please take any concerns that you do not feel are addressed at the location to our Guest Relations Department at the front of the park so that we can address it at that time.

We do not have any record of Mr. [redacted] visiting Guest Relations or filing a complaint with us on the day of his visit. Feedback from our guests is very important to us as it helps us address situations as they occur so our guests can enjoy their visit. While 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 situation. We 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 occurring. However, 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 5 complimentary tickets at Guest Relations for the 2017 season. Each guest concern should receive a response and I apologize that Mr. [redacted] did not get a reply from us. I 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 Fest. However 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 /* (1000, 7, 2015/07/30) */
We have records to show we have spoken with this guest via the phone on several occasions regarding this issue.
Accesso's standard procedure is to let Guests know that there is a no refund policy and if they want any additional discussion...

that they need to contact the park.
During any initial call we direct guests to go online. She should have been able to change the payment information without a problem because all that is needed to change the information is the email address you used when you signed up and the confirmation number. You do not need to actually have access to the email to get into the payment portal, but only need to know the email address. Therefore she would have been able to change her payment information without any issues without the email. Not only do we send emails but we also call the Guests when a payment is missed. This is why we refer Guests to the payment portal.
A
Regarding late fees: [redacted] spoke with [redacted] and specifically told her that she declined the July payment because of the late fees. If the payment information had been corrected when she initially called the late fees could have been avoided. Unfortunately the late fees are there because the payment was late. Now, there will be a late fee for July as well.
We do not waive our late fees as we provide guests a way to change the payment information at any time and include information on how to change the information in several places. The team member directed her online to make the payment as well, however a payment was not received. It is customary for companies to charge late fees if a payment is late or missed.

Initial Business Response /* (1000, 11, 2015/09/15) */
The Guest missed a payment on 10/17/14 and a missed payment would have caused the passes to become inactive and not work when she visited the park. We can certainly refund payments made from November through April on the one account since she...

made a new purchase in October of last year. She needs to contact our Guest Relations Department and ask for [redacted] or [redacted]
*/

Initial Business Response /* (1000, 13, 2015/12/03) */
[redacted]Document Attached[redacted]
We have done some extra digging for information on this complaint. It appears this membership was purchased for a family member, however Ms. [redacted] name is on the agreement. There is no way for us to tell if someones...

used her information without her consent. I am attaching backup documents that show Ms. [redacted] contacted us in August stating that she did not sign up for a membership and we replied letting her know that we had located [redacted]'s membership and also how to cancel it. Someone tried to cancel it in June but did not complete it. It appears that the park assisted with the cancellation on 10/30/15. I am attaching two documents: One is the contract that Ms. [redacted] agreed to and the other is a log that shows communication and activity on the account. As the park did not charge Ms. [redacted] or open her membership in error, I am asking that this case be removed.

There are several complaints listed so I will try to address them individually. Daughters 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 itself. The name on the pass cannot be changed as they are...

non-transferable.Late Fee:  The $10 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 payments. Any payment information is provided by the guest and we cannot in anyway alter that personal account information. The 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 portal. Change of payment is accepted as long as the billing name and address match that of the individual on the credit card. Therefore, 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 complaint. However, 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.