Initial Business Response / [redacted] (1000, 5, 2016/02/29) */ Our records do not show that Ms [redacted] contacted us for assistanceFrom her account we see that she made payments and missed the 12/22/payment, then the 01/22/payment was missedOn 02/05/2016, she reached the maximum number of delinquent days and was assessed the termination fee and was sent to collectionsPrior to this, it does not show any attempt by her to log into the payment portal to make a paymentAfter the emial was received saying her account was terminated and being sent to collections, there was an attempt to log into the payment portal but she was not able to as this is "locked out" when the account is deactivated Our Guest Relations Supervisor will contact Ms [redacted] and give her the phone number for collections but it is likely that she has received a letter already
Initial Business Response / [redacted] (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 serviceEach park has its own offers with specific discounts and valid dates for their Season Pass holdersWhile Season Passes are valid at all Six Flags Parks, the special offers are only valid at their home parkThe 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 SFFTOr if he did mention SFFT, they may have thought he just wanted to be sure his pass is valid at this parkWithout knowing who he spoke with, we cannot verify what was discussed or that he was told he could use the coupon with his SFFT passHowever, 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 benefitsIF 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
Initial Business Response / [redacted] (1000, 7, 2015/07/30) */ This is a case of a missed paymentOnce the payment is missed guests get an email indicating thisI am attaching a document that shows we contacted Mr [redacted] regarding the missed payments and that the emails were readWe do not have access to guests accounts, their logins or passwords to change anything in their accountsThis is to protect their accounts and informationOnce an account is days over it will be automatically sent to collections and suspendedThe payments must be made to the collection agency at this time
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/until now as Mr [redacted] did reach out for assistance, but did not receive correct assistanceThis refund amount is $238.80, which are the payments that have been made since we have record that he contacted us for assistanceWe would normally process the refund the same way as the original payment but he has stated that he closed the paypal accountTherefore we will issue a check request for the amount Please note that this will take 2-business weeks to be processedPlease confirm that the address on the complaint is the correct address to mail the refund checkThank you,
Initial Business Response / [redacted] (1000, 13, 2015/12/03) */ ***Document Attached [redacted] We have done some extra digging for information on this complaintIt appears this membership was purchased for a family member, however Ms [redacted] name is on the agreementThere is no way for us to tell if someones used her information without her consentI 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 itSomeone tried to cancel it in June but did not complete itIt appears that the park assisted with the cancellation on 10/30/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 accountAs the park did not charge Ms [redacted] or open her membership in error, I am asking that this case be removed
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 bottle2) 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 issue4) There is nothing in GSR for the issue5) 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 found3) 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 guestSince neither of the vouchers were used I think that we should refund the orderThere isn’t any reason that we can’t or shouldn’t especially since we can see that it was not usedHowever, 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/
Initial Business Response / [redacted] (1000, 5, 2016/02/29) */ Our records do not show that Ms [redacted] contacted us for assistanceFrom her account we see that she made payments and missed the 12/22/payment, then the 01/22/payment was missedOn 02/05/2016, she reached the maximum number of delinquent days and was assessed the termination fee and was sent to collectionsPrior to this, it does not show any attempt by her to log into the payment portal to make a paymentAfter the emial was received saying her account was terminated and being sent to collections, there was an attempt to log into the payment portal but she was not able to as this is "locked out" when the account is deactivated Our Guest Relations Supervisor will contact Ms [redacted] and give her the phone number for collections but it is likely that she has received a letter already
Initial Business Response / [redacted] (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 serviceEach park has its own offers with specific discounts and valid dates for their Season Pass holdersWhile Season Passes are valid at all Six Flags Parks, the special offers are only valid at their home parkThe 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 SFFTOr if he did mention SFFT, they may have thought he just wanted to be sure his pass is valid at this parkWithout knowing who he spoke with, we cannot verify what was discussed or that he was told he could use the coupon with his SFFT passHowever, 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 benefitsIF 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
Initial Business Response / [redacted] (1000, 7, 2015/07/30) */ This is a case of a missed paymentOnce the payment is missed guests get an email indicating thisI am attaching a document that shows we contacted Mr [redacted] regarding the missed payments and that the emails were readWe do not have access to guests accounts, their logins or passwords to change anything in their accountsThis is to protect their accounts and informationOnce an account is days over it will be automatically sent to collections and suspendedThe payments must be made to the collection agency at this time
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/until now as Mr [redacted] did reach out for assistance, but did not receive correct assistanceThis refund amount is $238.80, which are the payments that have been made since we have record that he contacted us for assistanceWe would normally process the refund the same way as the original payment but he has stated that he closed the paypal accountTherefore we will issue a check request for the amount Please note that this will take 2-business weeks to be processedPlease confirm that the address on the complaint is the correct address to mail the refund checkThank you,
Initial Business Response / [redacted] (1000, 13, 2015/12/03) */ ***Document Attached [redacted] We have done some extra digging for information on this complaintIt appears this membership was purchased for a family member, however Ms [redacted] name is on the agreementThere is no way for us to tell if someones used her information without her consentI 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 itSomeone tried to cancel it in June but did not complete itIt appears that the park assisted with the cancellation on 10/30/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 accountAs the park did not charge Ms [redacted] or open her membership in error, I am asking that this case be removed
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 bottle2) 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 issue4) There is nothing in GSR for the issue5) 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 found3) 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 guestSince neither of the vouchers were used I think that we should refund the orderThere isn’t any reason that we can’t or shouldn’t especially since we can see that it was not usedHowever, 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/