Splish Splash Water Park

Hello,Our systems are PCI compliant. We do not have access nor do we store credit card information in our system. It is for the safety of the customers. We also are unable to take credit card information over the phone or manually put credit card information in our system. Furthermore we do not have...

a way to prove that it was an actual double charge. The only option at this point is to dispute the charge with your credit card company unfortunately. Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:I have my ticket stub which I can mail to you but Alan's was in his wallet, and it may have gotten lost when everything else that was inside it went missing.  Are you able to access the transaction if I send you my ticket stub in the mail?  Otherwise, would Alan's bank statement suffice?  Also any refund would need to be made to his new card, which he should receive in the mail by Saturday.  Please let me know.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I'm sorry, but restating the same negligent response time and time again will not make me let this matter drop. Customer service is about going out of your way to put right customer problems. You have failed to do so given many, many opportunities. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:I showed up at splish splash today and was offered 2 complimentary tickets. My issue has now been resolved in reference to complaint ID [redacted].Thank you. 
Sincerely,
[redacted]...

Hi [redacted]Sorry to hear about your day in the park. Our records do show that a refund was processed on Sunday 7.**.15. It can take 3 - 5 business days to show on your account. If you do not see this on your account by Friday July [redacted] 2015 please give us a call at the park ###-###-####....

Thank you for your patienceSincerely,Angela C.Guest Services Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I have my ticket stub which I can mail to you but Alan's was in his wallet, and it may have gotten lost when everything else that was inside it went missing.  Are you able to access the transaction if I send you my ticket stub in the mail?  Otherwise, would Alan's bank statement suffice?  Also any refund would need to be made to his new card, which he should receive in the mail by Saturday.  Please let me know.

Sincerely,
[redacted]

We apologize for any inconvenience the late posting ofcredit card charges for purchases at the [redacted] location at SplishSplash Waterpark may have caused guests that had used their credit card for purchaseson June **.A declined credit card transaction held up the...

processing ofthe log and once the technician removed that declined transaction, the logprocessed. Since the logs contain only masked credit card information and no contactinformation for the cardholder, it was not possible to contact the guest and informthem of the late posting of the transactions. These were all legitimate credit card transactions made on June [redacted]and we have the signed credit card receipts to support the transactions posted.We have made several calls to the complainant to inform themof the reason for the delayed processing of their transaction but have notreceived any returned call.Once again, we apologize for any inconvenience this may havecaused the cardholder.

Review: My bank account was charged $19.31 on 5/**/2105. My bank also informed me that Splish Splash posted a transaction of the $19.31 from June **, 2014 and that the charge was manually forced through.

When I called first thing this morning, I spoke with a [redacted], who claimed to be a [redacted] who did not even ask for my name told me to contact my banking facility of which I had already done, obviously.

She also refused to give me the name of the person who is in charge of the facility. Nice right? So here I am , making a formal complaint.Desired Settlement: I want a refund, preferably cash or check, since I have now cancelled the card that they charged a year later! They would no longer be able to credit that debit card.

I would also like for the person who runs the facility, who shall remain nameless at the moment to call me with an explanation on how this can actually happen a year later. Why did they still have my debit card information? If they consider this to be a legitimate charge, why was I not contacted, via [redacted], via email or via telephone.

Business

Response:

We apologize for any inconvenience the late posting ofcredit card charges for purchases at the [redacted] location at SplishSplash Waterpark may have caused guests that had used their credit card for purchaseson June **.A declined credit card transaction held up the processing ofthe log and once the technician removed that declined transaction, the logprocessed. Since the logs contain only masked credit card information and no contactinformation for the cardholder, it was not possible to contact the guest and informthem of the late posting of the transactions. These were all legitimate credit card transactions made on June [redacted]and we have the signed credit card receipts to support the transactions posted.We have made several calls to the complainant to inform themof the reason for the delayed processing of their transaction but have notreceived any returned call.Once again, we apologize for any inconvenience this may havecaused the cardholder.

Review: My wife, son and I went to Splish Splash water park, we purchased one day tickets. At the end of our first day we paid the difference and got season passes (2 adults, 1 child). First visit to the park was OK. Second visit, we changed and got locker, 15 minutes later they close the park because of lightning. We waited for about 2 hours for park to reopen but that did not happen and decided to go home. We asked for full refund for lockers and parking total of $27 (we got back only $5 deposit for our locker key). They said no. We did not use and rides. Another day (3rd visit) after waiting in line for about 1 hour and 20 minutes for our first ride that day, (and another 30 minutes before our turn to ride) my 5 years old son had to go to bathroom, my wife took him and came back about 10 to 15 minutes later. Security told us that he can stay but my wife has to leave the line and can not go on that ride. We told him that my son had to go to bathroom, he did not care, he told us that my 5 year old son had to go alone to restroom without adult supervision. We asked for manager, they asked us to leave the line. While waiting in line many people left the line and came in front of us. Security let them do that and did not tell them anything. We asked for refund of our season passes. One manager said partial refund, we said OK, then another 2 managers came and said no. We left the park. I will never go back again and if I have to I will get my refund through Court System.Desired Settlement: We want refund for our season passes $ 117.49 (the difference we paid on first visit), parking $28(2 visits), locker rental $16 (2 rentals) plus gas we used to get there $15 (about 4 gallons). Total of $176.49. We do not want them to keep our money and do not provide service they promised.

Business

Response:

The initial and final response is to issue the customer a refund for the requested amount.

Review: I bought 4 tickets from AAA. Park would not honor them when we arrived as they were apparently supposed to come in the mail. Park employees and management used profanity with us and kept us outside of the park for 2 hours as we explained the AAA ticket situation. We bought 4 additional tickets at the ticket office to enter the park same day. After complaining to the park they would not send me 4 tickets because they apparently sent them out to the wrong person/address and would not correct the situation when I told them I never received the tickets. I contacted Palace Entertainment who is in charge of Splish Splash who told me they would take care of it and they never did. I followed up 2 times and Linda who picks up the phone at ###-###-#### told me each time I would hear from the park. She seemed to miss the point that I complained to corporate because the park was uncooperative. She then hung up the phone on me and said "This office will not take threats" when I told her I will turn it over to the New York State attorney generals office for further review if we could not resolve the problem today which has been going on for over a year. This company is a real winner!Desired Settlement: 4 tickets to be used in the 2015 season.

Consumer

Response:

I showed up at splish splash today and was offered 2 complimentary tickets. My issue has now been resolved in reference to complaint ID [redacted].Thank you.

Sincerely,

Review: I purchased a VIP Season Pass for $128.00 for Splish Splash Waterpark. I was entitled to one season pass, free parking, and a BFF pass. I made installment payments (automatic withdrawals) the first payment was done on 04/**/15, 05/**/15, and the last payment was done on 06/**/15. I received an email once they received the last payment stating that "Thank you for your recent payment You were successfully charged $42.55. All of the Season Passess in your order are now activated." Shortly afterwards, I received another email stating that I had purchased a VIP Season Pass and entitled to 1 season pass, BFF ticket, and free parking. On July **, 2015 I take my family to the park and ready to redeem my season pass. I showed the parking attendant my computer printout and he acknowledged my printout and let me in ( I have a receipt that shows the acknowledgment for the season pass. Upon arrival at the gate, I proceeded to the season pass window and the worker proceeded to process my season pass and took my picture and gave me my card. He then told me that I was not entitled to my BFF pass. He said that promotion expired on 6/**/15 and I would have known if I would have gotten my pass in June. No where on my print out did it say this or on the site at the time of my purchase. I spoke to 3 different managers and they said although my printout did not give an expiration date, they could not do anything for me. So after speaking to random managers for approximately 1 hour, I asked for a refund which I have not seen it returned to my account. The last manager also took the printout and said she could not return it but I have most of the emails sent to me. It was a terrible experience and embarrassing. I still am very upset as I had my son and his friend with me looking forward to enjoy the park.Desired Settlement: I feel that they should have abided by their contract. This should not have happened to us or to anyone in the future. Its hard for children to understand these matters. They should compensate my family and make things right.

Business

Response:

Hi [redacted]Sorry to hear about your day in the park. Our records do show that a refund was processed on Sunday 7.**.15. It can take 3 - 5 business days to show on your account. If you do not see this on your account by Friday July [redacted] 2015 please give us a call at the park ###-###-####. Thank you for your patienceSincerely,Angela C.Guest Services Manager