Start Skydiving, LLC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I very clearly entered the coupon code prior to paymentI had faith in the business that the code would work so I paid Immediately after, I called the office and was promised a refund of $I will not be pushed around by a dishonest company that cannot even honor its own promise to refund me $I will accept no less than an $refund and if my demands are not met, I will pursue legal action to receive the full amount in refundI've never had a company be more disrespectful to me simply because of my ageExpect a letter from my lawyer if this is not resolved Regards, [redacted]

Mr [redacted] called our office a few days ago and I spoke with him over the phone for the second timeI explained everything that has been stated here and in our previous conversation againThen Mr [redacted] proceeded to become very hostile by cursing us profanely and using vulgar and foul language that we found to be very offensive and aggressiveWe refuse to be spoken to in such a mannerNo one should ever use such language toward another personOur response to his profanity was simply, "Have a great day sir," to which he responded with more obscenities and hung up the phone.We will repeat ourselves as many times as necessary to make it as clear as possible for Mr [redacted] to understandAs is clearly stated and agreed to on our website prior to paying, any payments made prior to the original reservation date are nonrefundable for any reason whatsoeverIt is also clearly stated that the only way to receive any discounts is by applying the discount code online when booking the reservation through our websiteWe do not retroactively apply any discounts onsite by issuing refundsAssuming that the code was entered correctly and did not function for the first time ever for whatever unknown reason and the customer did not agree to pay any other amount, then the customer should have contacted us as our main office was open at the time the reservation was createdHad we been contacted prior to the customer's payment, we may have been able to further diagnose any issues that may have been occurring and assist Mr [redacted] .However, instead of contacting us, Mr [redacted] intentionally chose to:Select the $payment option over the default $deposit optionAgree to its nonrefundable nature by clicking the very first checkbox of the mandatory terms and conditions page prior to proceeding to the checkout and payment pagePrepay the total amount displayed on the screen prior to checkout in full when booking the reservation online through our website by submitting his payment informationAll three of these actions made by Mr [redacted] indicate that he physically selected the $payment option, then proceeded to agree with its nonrefundable nature, and then agreed that the amount displayed on the screen was indeed correct by submitting his payment informationThese are the known facts.As we have already said multiple times, the amount that was paid is still completely valid and will remain on the customer's account with us until it is used on any available day of operation during our skydiving seasonWe are not charging any fees or additional costs for this, even if our prices changeThis has always been our policy.As for the customer's new complaint regarding his age, we have no idea what he is referring to and believe it to be completely unfounded and a flat out lieI have been the only one that has corresponded with Mr [redacted] since this complaint was originally filed and I do not even know his ageNor do we even care as long as he is at least years old, which permits him to legally skydive with usBeyond this, we have zero interest in knowing a customer's ageOur policies and procedures do not, and will not, ever change based on a customer's ageThat would be highly unethical and, not to mention, very illegalWe operate our business with the highest integrity by being safe, truthful, honest, transparent, consistent, fair, ethical, kind, polite, respectful, and professionalWhile adhering strictly to these principles, we strive to make every customer as happy as possible by offering high-quality products and services at competitive prices in our continual effort to provide the best experience possibleWe cannot, and will not, compromise any of these principles, even in the attempt to satisfy a customerUnfortunately, however, we realistically know that we will never be able to truly achieve 100% customer satisfaction while adhering to our all of our principlesDespite our best efforts, there will always be some people that will only be satisfied if they are made to feel special or accomplished by forcing a business to violate its own policies and make exceptions for the customerOur policies are in place to protect ourselves and our customersWhen a business begins to make exceptions or go against its own policies, this is a slippery slope that can lead to unrealistic expectations and possibly even more dissatisfaction amongst customers later down the road when these expectations cannot be metThe best we can do is continue to consistently adhere to our principles and provide the best experience that we can for as many people as possible

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I very clearly entered the coupon code prior to paymentI had faith in the business that the code would work so I paid Immediately after, I called the office and was promised a refund of $I will not be pushed around by a dishonest company that cannot even honor its own promise to refund me $I will accept no less than an $refund and if my demands are not met, I will pursue legal action to receive the full amount in refundI've never had a company be more disrespectful to me simply because of my ageExpect a letter from my lawyer if this is not resolved Regards, [redacted]

[redacted] created a reservation through our website on Friday, November 25th, at 2:PMDespite the poor weather forecast, this reservation was booked for AM on the next day, Saturday, November 26th, 2016, which was the last available Saturday of the seasonHad we been contacted, we would have recommended him to book his reservation on Sunday, November 27th, when the forecast looked much betterThis is a risky decision for a customer who decides to choose our non-refundable prepay in full online discount optionSometimes the weather is better than the forecast and we are able to jump, but we can't control thatOur website clearly states on multiple pages, "Any amount of payment made prior to the original scheduled reservation, including, but not limited to, any online payments, second tandem jumps, and gift cards, may never be refunded for any reason whatsoever, including, but not limited to, not being able to jump due to unsafe weather conditionsHowever, the amount that was prepaid in full will remain on the jumpers’ account until they use it or transfer it to another jumper."This reservation was created less than hours prior to the scheduled chetime selected, despite multiple statements in various places on our website that state, "Any and all reservations must be made with notice given at least hours prior to the scheduled reservation time." Regardless, we accepted his reservation because we strive to provide excellent customer service.It is true that we offer a special tandem discount price for Indiana residents that brings the total price down to $for a single tandem skydive on any available day of operation during our skydiving seasonHowever, this discount may only be redeemed online when booking the reservationIt cannot and will not be applied onsiteThis is stated very clearly on the tandem pricing page of our website under the $Indiana tandem special discount where it is explained how to redeem the discount codeYou can find the verbiage below:"To redeem this discounted price, you must click the "I have a coupon" button and enter INDY as the discount code, and then prepay the $Indiana Special price in full upfront when booking your reservation online for a tandem skydive through the reservations page of our website here: http://startskydiving.com/reservations/""The jumper must enter the corresponding discount coupon code and prepay in full upfront when booking the reservation for a tandem skydive online through our website in order to receive this discounted priceThis is the only way to receive this discounted priceThe discounted price cannot and will not be issued or applied on site upon arrivalThis offer may not be combined with any other discount."The reason for this stipulation is so customers can't take advantage of the offer after having already prepaid in full when booking their reservation online through our websiteLet's say for example that a customer purchases a discounted service that is clearly non-refundableThen the customer finds a better discount or coupon that they didn't see or have when they originally purchased the already discounted service, possibly because the coupon or discount was not even available at the time of the original purchaseThis customer cannot be allowed to apply this discount in exchange for a refundIt would not be fair to those that paid the lesser discounted price and did not know about or have access to such a discount.Also, our records indicate that Mr [redacted] listed [redacted] , Ohio near [redacted] as his residency on his legal waiverThis means he is not an Indiana residentThis is the only eligibility requirement necessary to receive the Indiana resident special as is clearly stated under the same section of our website as the above: "In order to receive the Indiana resident discount, the jumper must be an Indiana resident and must currently reside in Indiana and present a legally valid Indiana state-issued photo ID or driver's license with name, address, and date of birth as proof of age, identity, and residency upon cheon the date of his or her scheduled skydiveIf this cannot be provided upon arrival, then this discount will no longer apply and any remaining price difference must be paid in full prior to being permitted to jump." This alone would mean he is not eligible to receive the Prior to paying for his reservation, Mr [redacted] says he entered the coupon codeIt is possible that he simply typed in the discount code without actually ever clicking the "Apply Discount Code" buttonPerhaps this was simply a mistake on his part for overlooking the "Apply Discount Code" buttonIf this occurred, then the discount would not have been applied because the "Apply Discount Code" button must be clicked in order to apply any discount code at checkoutIf the discount code was not typed correctly, then it would have displayed an error message after typing the code and clicking the "Apply" buttonIf the code was not entered at all, it would have just shown the standard priceAt this point, the customer should not have proceeded to pay the nonrefundable prepay in full discount price if there was indeed an errorInstead, the customer should have contacted our main office, which is open every day from AM to PMHad we been contacted prior to payment, we may have been able to further assist him at the time the reservation was being bookedHowever, we have had over customers use the Indiana discount code this year without any issues.Regardless, he must not have confirmed that the discount had been applied prior to payingBut yet again, perhaps this was simply another mistake on his part for assuming that the discount had been appliedWhat actually occurred is unknown to usWhat is known is that he agreed that the amount displayed on his screen was correct by physically entering his payment information and clicking the "Confirm Payment" button All of our records indicate that Mr [redacted] never applied any discount codes when booking the reservationInstead, our records show that he must have physically selected the $online prepay in full discount price for a weekend tandem reservationBecause when no other payment form is selected and no discount code is applied, the default payment option is our $deposit only priceSo if he simply typed a coupon code without clicking the "Apply" button and then did not change the default payment option, he would have only paid $per tandem skydive when booking the reservationInstead, he paid $per tandem, indicating he must have physically selected the $online prepay in full discount price for a weekend tandem reservation rather than keeping the default $deposit payment option.I was not present when Mr [redacted] arrived for his reservation on Saturday, November 26th, 2016, so I cannot say if he arrived on time for his scheduled reservation (we require this for all of our reservations) or if he had a valid Indiana ID, or whether he even brought this up with anyone while onsiteRegardless, the weather was not permissible for skydiving legally or safely, so he was not able to jumpSince this was our last Saturday of the season, the option remained to return to jump on the next day, Sunday, November 26th, when the weather was forecast to be much betterHe did not choose to take advantage of this optionAs such, the amount paid will remain on his account until he is able to jump next seasonThere are no fees or additional costs involved with thisAll he has to do is call our main office phone number next season and tell us he was unable to jump due to the weather and provide us with an available date and time so we can reschedule his reservationThis is our standard policy that is agreed to when the customer books a reservation.The only correspondence that I have had with Mr [redacted] was when he called our main office on Thursday, December 1st, 2016, at 4:PM just before our office closed for the dayHe said someone said he would be refunded to get the larger discounted priceThis goes against our policy that is agreed to when the reservation is booked onlineI spent about ten minutes on the phone explaining the same information that I have explained hereWhen I asked for names or descriptions, he could not provide any descriptions or names of any employees that he says he spoke with, despite all of our main office personnel always wearing name tags when behind the front desk and introducing our names when we answer every phone callWe have our policies and procedures in place for a reasonThat reason is to protect ourselves and our customers so we can continue to provide our customers with the best services at the best pricesWe do not deviate from these policies and procedures which is why I find it very unlikely that any of these policies or procedures were not adhered to by our staffIf any policies or procedures were not followed by our staff, I find it concerning, but it still does not change our policies that are agreed to when booking the reservationOur consistency and adherence to our policies and procedures will occasionally upset a customer when the customer made a mistake or overlooked something or did not read what they were agreeing to when clicking a checkboxWe have thousands of satisfied customers do their first skydive with us every yearWe are bound to have a customer complaint every now and thenNonetheless, these rare complaints should never be overlooked and must be taken very seriouslyThese customers tend to be more upset with their own mistakes and expect us to rectify them by going against our policies that were agreed to when booking the reservationIf we were to go against our policies, then where do we stop? What is to stop us from just giving refunds and discounts to every customer that makes a mistake or didn't read what they agreed to? This is a slippery slope that we will not go down.We are not in business to scam people or rip people offWe do not lie or deceive our customersWe believe that truth, honesty, transparency, and consistency are vital to our customers' satisfactionThis is how we have become the number one rated skydiving center in the world based on thousands of five star customer reviewsAs I mentioned, the $amount paid for each tandem will remain on their corresponding accounts until they are able to use it next seasonThere are no fees or additional charges involved with thisWe look forward to jumping with [redacted] and his other two friends next season and providing them with an experience of a lifetime

*** *** created a reservation through our website on Friday, November 25th, at 2:PMDespite the poor weather forecast, this reservation was booked for AM on the next day, Saturday, November 26th, 2016, which was the last available Saturday of the seasonHad we been
contacted, we would have recommended him to book his reservation on Sunday, November 27th, when the forecast looked much betterThis is a risky decision for a customer who decides to choose our non-refundable prepay in full online discount optionSometimes the weather is better than the forecast and we are able to jump, but we can't control thatOur website clearly states on multiple pages, "Any amount of payment made prior to the original scheduled reservation, including, but not limited to, any online payments, second tandem jumps, and gift cards, may never be refunded for any reason whatsoever, including, but not limited to, not being able to jump due to unsafe weather conditionsHowever, the amount that was prepaid in full will remain on the jumpers’ account until they use it or transfer it to another jumper."This reservation was created less than hours prior to the scheduled chetime selected, despite multiple statements in various places on our website that state, "Any and all reservations must be made with notice given at least hours prior to the scheduled reservation time." Regardless, we accepted his reservation because we strive to provide excellent customer service.It is true that we offer a special tandem discount price for Indiana residents that brings the total price down to $for a single tandem skydive on any available day of operation during our skydiving seasonHowever, this discount may only be redeemed online when booking the reservationIt cannot and will not be applied onsiteThis is stated very clearly on the tandem pricing page of our website under the $Indiana tandem special discount where it is explained how to redeem the discount codeYou can find the verbiage below:"To redeem this discounted price, you must click the "I have a coupon" button and enter INDY as the discount code, and then prepay the $Indiana Special price in full upfront when booking your reservation online for a tandem skydive through the reservations page of our website here: http://startskydiving.com/reservations/""The jumper must enter the corresponding discount coupon code and prepay in full upfront when booking the reservation for a tandem skydive online through our website in order to receive this discounted priceThis is the only way to receive this discounted priceThe discounted price cannot and will not be issued or applied on site upon arrivalThis offer may not be combined with any other discount."The reason for this stipulation is so customers can't take advantage of the offer after having already prepaid in full when booking their reservation online through our websiteLet's say for example that a customer purchases a discounted service that is clearly non-refundableThen the customer finds a better discount or coupon that they didn't see or have when they originally purchased the already discounted service, possibly because the coupon or discount was not even available at the time of the original purchaseThis customer cannot be allowed to apply this discount in exchange for a refundIt would not be fair to those that paid the lesser discounted price and did not know about or have access to such a discount.Also, our records indicate that Mr*** listed ***, Ohio near *** as his residency on his legal waiverThis means he is not an Indiana residentThis is the only eligibility requirement necessary to receive the Indiana resident special as is clearly stated under the same section of our website as the above: "In order to receive the Indiana resident discount, the jumper must be an Indiana resident and must currently reside in Indiana and present a legally valid Indiana state-issued photo ID or driver's license with name, address, and date of birth as proof of age, identity, and residency upon cheon the date of his or her scheduled skydiveIf this cannot be provided upon arrival, then this discount will no longer apply and any remaining price difference must be paid in full prior to being permitted to jump." This alone would mean he is not eligible to receive the Prior to paying for his reservation, Mr*** says he entered the coupon codeIt is possible that he simply typed in the discount code without actually ever clicking the "Apply Discount Code" buttonPerhaps this was simply a mistake on his part for overlooking the "Apply Discount Code" buttonIf this occurred, then the discount would not have been applied because the "Apply Discount Code" button must be clicked in order to apply any discount code at checkoutIf the discount code was not typed correctly, then it would have displayed an error message after typing the code and clicking the "Apply" buttonIf the code was not entered at all, it would have just shown the standard priceAt this point, the customer should not have proceeded to pay the nonrefundable prepay in full discount price if there was indeed an errorInstead, the customer should have contacted our main office, which is open every day from AM to PMHad we been contacted prior to payment, we may have been able to further assist him at the time the reservation was being bookedHowever, we have had over customers use the Indiana discount code this year without any issues.Regardless, he must not have confirmed that the discount had been applied prior to payingBut yet again, perhaps this was simply another mistake on his part for assuming that the discount had been appliedWhat actually occurred is unknown to usWhat is known is that he agreed that the amount displayed on his screen was correct by physically entering his payment information and clicking the "Confirm Payment" button All of our records indicate that Mr*** never applied any discount codes when booking the reservationInstead, our records show that he must have physically selected the $online prepay in full discount price for a weekend tandem reservationBecause when no other payment form is selected and no discount code is applied, the default payment option is our $deposit only priceSo if he simply typed a coupon code without clicking the "Apply" button and then did not change the default payment option, he would have only paid $per tandem skydive when booking the reservationInstead, he paid $per tandem, indicating he must have physically selected the $online prepay in full discount price for a weekend tandem reservation rather than keeping the default $deposit payment option.I was not present when Mr*** arrived for his reservation on Saturday, November 26th, 2016, so I cannot say if he arrived on time for his scheduled reservation (we require this for all of our reservations) or if he had a valid Indiana ID, or whether he even brought this up with anyone while onsiteRegardless, the weather was not permissible for skydiving legally or safely, so he was not able to jumpSince this was our last Saturday of the season, the option remained to return to jump on the next day, Sunday, November 26th, when the weather was forecast to be much betterHe did not choose to take advantage of this optionAs such, the amount paid will remain on his account until he is able to jump next seasonThere are no fees or additional costs involved with thisAll he has to do is call our main office phone number next season and tell us he was unable to jump due to the weather and provide us with an available date and time so we can reschedule his reservationThis is our standard policy that is agreed to when the customer books a reservation.The only correspondence that I have had with Mr*** was when he called our main office on Thursday, December 1st, 2016, at 4:PM just before our office closed for the dayHe said someone said he would be refunded to get the larger discounted priceThis goes against our policy that is agreed to when the reservation is booked onlineI spent about ten minutes on the phone explaining the same information that I have explained hereWhen I asked for names or descriptions, he could not provide any descriptions or names of any employees that he says he spoke with, despite all of our main office personnel always wearing name tags when behind the front desk and introducing our names when we answer every phone call. We have our policies and procedures in place for a reasonThat reason is to protect ourselves and our customers so we can continue to provide our customers with the best services at the best pricesWe do not deviate from these policies and procedures which is why I find it very unlikely that any of these policies or procedures were not adhered to by our staffIf any policies or procedures were not followed by our staff, I find it concerning, but it still does not change our policies that are agreed to when booking the reservationOur consistency and adherence to our policies and procedures will occasionally upset a customer when the customer made a mistake or overlooked something or did not read what they were agreeing to when clicking a checkboxWe have thousands of satisfied customers do their first skydive with us every yearWe are bound to have a customer complaint every now and thenNonetheless, these rare complaints should never be overlooked and must be taken very seriouslyThese customers tend to be more upset with their own mistakes and expect us to rectify them by going against our policies that were agreed to when booking the reservationIf we were to go against our policies, then where do we stop? What is to stop us from just giving refunds and discounts to every customer that makes a mistake or didn't read what they agreed to? This is a slippery slope that we will not go down.We are not in business to scam people or rip people offWe do not lie or deceive our customersWe believe that truth, honesty, transparency, and consistency are vital to our customers' satisfactionThis is how we have become the number one rated skydiving center in the world based on thousands of five star customer reviewsAs I mentioned, the $amount paid for each tandem will remain on their corresponding accounts until they are able to use it next seasonThere are no fees or additional charges involved with this. We look forward to jumping with *** and his other two friends next season and providing them with an experience of a lifetime

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.This is highly unacceptable While speaking on the phone with Mr***, I was repeatedly told that I either did not enter the code correctly or I did not enter it at all Mr*** continually insinuates that I am being deceptive and and, as stated in his correspondence, tell "flat-out lies" Mr*** runs a highly unethical business where his coupons do not work, his employees attempted to pressure me in to buying additional add-ons, his employees promised a refund and weeks later I still do not have one, and Mr*** himself has been repeatedly rude to me over the phone and attempted to push me around After being told that I am being dishonest and that his company would not refund my money, I became profane; but tell me, what is worse? -- being profane or being unethical and disrespectful to your customers?I expect either an $refund for the coupons I properly used or a full refund, so I never have to deal with this unethical business.Please assist me in getting what is rightfully mine, Revdex.com -- otherwise, I will be forced to take legal action with my lawyer.Regards,
*** ***

My Complaint ID # is ***
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My name is *** *** and I am sending this communication to update the Revdex.com on the status of my filed complaintAs of 10/21/the jump institute has refunded the full amount asked for the disputeMe and my party are satisfied and have no further issues with the institute
I would like to thank the Revdex.com for all its help in finding a resolution to this matter
Thank you,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I very clearly entered the coupon code prior to payment. I had faith in the business that the code would work so I paid.  Immediately after, I called the office and was promised a refund of $80. I will not be pushed around by a dishonest company that cannot even honor its own promise to refund me $80. I will accept no less than an $80 refund and if my demands are not met, I will pursue legal action to receive the full amount in refund. I've never had a company be more disrespectful to me simply because of my age. Expect a letter from my lawyer if this is not resolved. 
Regards,
[redacted]

Mr. [redacted] called our office a few days ago and I spoke with him over the phone for the second time. I explained everything that has been stated here and in our previous conversation again. Then Mr. [redacted] proceeded to become very hostile by cursing us profanely and using vulgar and foul language that we found to be very offensive and aggressive. We refuse to be spoken to in such a manner. No one should ever use such language toward another person. Our response to his profanity was simply, "Have a great day sir," to which he responded with more obscenities and hung up the phone.We will repeat ourselves as many times as necessary to make it as clear as possible for Mr. [redacted] to understand. As is clearly stated and agreed to on our website prior to paying, any payments made prior to the original reservation date are nonrefundable for any reason whatsoever. It is also clearly stated that the only way to receive any discounts is by applying the discount code online when booking the reservation through our website. We do not retroactively apply any discounts onsite by issuing refunds. Assuming that the code was entered correctly and did not function for the first time ever for whatever unknown reason and the customer did not agree to pay any other amount, then the customer should have contacted us as our main office was open at the time the reservation was created. Had we been contacted prior to the customer's payment, we may have been able to further diagnose any issues that may have been occurring and assist Mr. [redacted].However, instead of contacting us, Mr. [redacted] intentionally chose to:1. Select the $189 payment option over the default $25 deposit option2. Agree to its nonrefundable nature by clicking the very first checkbox of the mandatory terms and conditions page prior to proceeding to the checkout and payment page3. Prepay the total amount displayed on the screen prior to checkout in full when booking the reservation online through our website by submitting his payment informationAll three of these actions made by Mr. [redacted] indicate that he physically selected the $189 payment option, then proceeded to agree with its nonrefundable nature, and then agreed that the amount displayed on the screen was indeed correct by submitting his payment information. These are the known facts.As we have already said multiple times, the amount that was paid is still completely valid and will remain on the customer's account with us until it is used on any available day of operation during our 2017 skydiving season. We are not charging any fees or additional costs for this, even if our prices change. This has always been our policy.As for the customer's new complaint regarding his age, we have no idea what he is referring to and believe it to be completely unfounded and a flat out lie. I have been the only one that has corresponded with Mr. [redacted] since this complaint was originally filed and I do not even know his age. Nor do we even care as long as he is at least 18 years old, which permits him to legally skydive with us. Beyond this, we have zero interest in knowing a customer's age. Our policies and procedures do not, and will not, ever change based on a customer's age. That would be highly unethical and, not to mention, very illegal. We operate our business with the highest integrity by being safe, truthful, honest, transparent, consistent, fair, ethical, kind, polite, respectful, and professional. While adhering strictly to these principles, we strive to make every customer as happy as possible by offering high-quality products and services at competitive prices in our continual effort to provide the best experience possible. We cannot, and will not, compromise any of these principles, even in the attempt to satisfy a customer. Unfortunately, however, we realistically know that we will never be able to truly achieve 100% customer satisfaction while adhering to our all of our principles. Despite our best efforts, there will always be some people that will only be satisfied if they are made to feel special or accomplished by forcing a business to violate its own policies and make exceptions for the customer. Our policies are in place to protect ourselves and our customers. When a business begins to make exceptions or go against its own policies, this is a slippery slope that can lead to unrealistic expectations and possibly even more dissatisfaction amongst customers later down the road when these expectations cannot be met. The best we can do is continue to consistently adhere to our principles and provide the best experience that we can for as many people as possible.

[redacted] created a reservation through our website on Friday, November 25th, 2016 at 2:30 PM. Despite the poor weather forecast, this reservation was booked for 11 AM on the next day, Saturday, November 26th, 2016, which was the last available Saturday of the season. Had we been contacted,...

we would have recommended him to book his reservation on Sunday, November 27th, 2016 when the forecast looked much better. This is a risky decision for a customer who decides to choose our non-refundable prepay in full online discount option. Sometimes the weather is better than the forecast and we are able to jump, but we can't control that. Our website clearly states on multiple pages, "Any amount of payment made prior to the original scheduled reservation, including, but not limited to, any online payments, second tandem jumps, and gift cards, may never be refunded for any reason whatsoever, including, but not limited to, not being able to jump due to unsafe weather conditions. However, the amount that was prepaid in full will remain on the jumpers’ account until they use it or transfer it to another jumper."This reservation was created less than 24 hours prior to the scheduled check-in time selected, despite multiple statements in various places on our website that state, "Any and all reservations must be made with notice given at least 24 hours prior to the scheduled reservation time." Regardless, we accepted his reservation because we strive to provide excellent customer service.It is true that we offer a special tandem discount price for Indiana residents that brings the total price down to $129 for a single tandem skydive on any available day of operation during our skydiving season. However, this discount may only be redeemed online when booking the reservation. It cannot and will not be applied onsite. This is stated very clearly on the tandem pricing page of our website under the $129 Indiana tandem special discount where it is explained how to redeem the discount code. You can find the verbiage below:"To redeem this discounted price, you must click the "I have a coupon" button and enter INDY as the discount code, and then prepay the $129 Indiana Special price in full upfront when booking your reservation online for a tandem skydive through the reservations page of our website here: http://startskydiving.com/reservations/""The jumper must enter the corresponding discount coupon code and prepay in full upfront when booking the reservation for a tandem skydive online through our website in order to receive this discounted price. This is the only way to receive this discounted price. The discounted price cannot and will not be issued or applied on site upon arrival. This offer may not be combined with any other discount."The reason for this stipulation is so customers can't take advantage of the offer after having already prepaid in full when booking their reservation online through our website. Let's say for example that a customer purchases a discounted service that is clearly non-refundable. Then the customer finds a better discount or coupon that they didn't see or have when they originally purchased the already discounted service, possibly because the coupon or discount was not even available at the time of the original purchase. This customer cannot be allowed to apply this discount in exchange for a refund. It would not be fair to those that paid the lesser discounted price and did not know about or have access to such a discount.Also, our records indicate that Mr. [redacted] listed [redacted], Ohio near [redacted] as his residency on his legal waiver. This means he is not an Indiana resident. This is the only eligibility requirement necessary to receive the Indiana resident special as is clearly stated under the same section of our website as the above: "In order to receive the Indiana resident discount, the jumper must be an Indiana resident and must currently reside in Indiana and present a legally valid Indiana state-issued photo ID or driver's license with name, address, and date of birth as proof of age, identity, and residency upon check-in on the date of his or her scheduled skydive. If this cannot be provided upon arrival, then this discount will no longer apply and any remaining price difference must be paid in full prior to being permitted to jump." This alone would mean he is not eligible to receive the Prior to paying for his reservation, Mr. [redacted] says he entered the coupon code. It is possible that he simply typed in the discount code without actually ever clicking the "Apply Discount Code" button. Perhaps this was simply a mistake on his part for overlooking the "Apply Discount Code" button. If this occurred, then the discount would not have been applied because the "Apply Discount Code" button must be clicked in order to apply any discount code at checkout. If the discount code was not typed correctly, then it would have displayed an error message after typing the code and clicking the "Apply" button. If the code was not entered at all, it would have just shown the standard price. At this point, the customer should not have proceeded to pay the nonrefundable prepay in full discount price if there was indeed an error. Instead, the customer should have contacted our main office, which is open every day from 8 AM to 5 PM. Had we been contacted prior to payment, we may have been able to further assist him at the time the reservation was being booked. However, we have had over 800 customers use the Indiana discount code this year without any issues.Regardless, he must not have confirmed that the discount had been applied prior to paying. But yet again, perhaps this was simply another mistake on his part for assuming that the discount had been applied. What actually occurred is unknown to us. What is known is that he agreed that the amount displayed on his screen was correct by physically entering his payment information and clicking the "Confirm Payment" button.  All of our records indicate that Mr. [redacted] never applied any discount codes when booking the reservation. Instead, our records show that he must have physically selected the $189 online prepay in full discount price for a weekend tandem reservation. Because when no other payment form is selected and no discount code is applied, the default payment option is our $25 deposit only price. So if he simply typed a coupon code without clicking the "Apply" button and then did not change the default payment option, he would have only paid $25 per tandem skydive when booking the reservation. Instead, he paid $189 per tandem, indicating he must have physically selected the $189 online prepay in full discount price for a weekend tandem reservation rather than keeping the default $25 deposit payment option.I was not present when Mr. [redacted] arrived for his reservation on Saturday, November 26th, 2016, so I cannot say if he arrived on time for his scheduled reservation (we require this for all of our reservations) or if he had a valid Indiana ID, or whether he even brought this up with anyone while onsite. Regardless, the weather was not permissible for skydiving legally or safely, so he was not able to jump. Since this was our last Saturday of the season, the option remained to return to jump on the next day, Sunday, November 26th, 2016 when the weather was forecast to be much better. He did not choose to take advantage of this option. As such, the amount paid will remain on his account until he is able to jump next season. There are no fees or additional costs involved with this. All he has to do is call our main office phone number next season and tell us he was unable to jump due to the weather and provide us with an available date and time so we can reschedule his reservation. This is our standard policy that is agreed to when the customer books a reservation.The only correspondence that I have had with Mr. [redacted] was when he called our main office on Thursday, December 1st, 2016, at 4:58 PM just before our office closed for the day. He said someone said he would be refunded to get the larger discounted price. This goes against our policy that is agreed to when the reservation is booked online. I spent about ten minutes on the phone explaining the same information that I have explained here. When I asked for names or descriptions, he could not provide any descriptions or names of any employees that he says he spoke with, despite all of our main office personnel always wearing name tags when behind the front desk and introducing our names when we answer every phone call. We have our policies and procedures in place for a reason. That reason is to protect ourselves and our customers so we can continue to provide our customers with the best services at the best prices. We do not deviate from these policies and procedures which is why I find it very unlikely that any of these policies or procedures were not adhered to by our staff. If any policies or procedures were not followed by our staff, I find it concerning, but it still does not change our policies that are agreed to when booking the reservation. Our consistency and adherence to our policies and procedures will occasionally upset a customer when the customer made a mistake or overlooked something or did not read what they were agreeing to when clicking a checkbox. We have thousands of satisfied customers do their first skydive with us every year. We are bound to have a customer complaint every now and then. Nonetheless, these rare complaints should never be overlooked and must be taken very seriously. These customers tend to be more upset with their own mistakes and expect us to rectify them by going against our policies that were agreed to when booking the reservation. If we were to go against our policies, then where do we stop? What is to stop us from just giving refunds and discounts to every customer that makes a mistake or didn't read what they agreed to? This is a slippery slope that we will not go down.We are not in business to scam people or rip people off. We do not lie or deceive our customers. We believe that truth, honesty, transparency, and consistency are vital to our customers' satisfaction. This is how we have become the number one rated skydiving center in the world based on thousands of five star customer reviews. As I mentioned, the $189 amount paid for each tandem will remain on their corresponding accounts until they are able to use it next season. There are no fees or additional charges involved with this. We look forward to jumping with [redacted] and his other two friends next season and providing them with an experience of a lifetime.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This is highly unacceptable.  While speaking on the phone with Mr. [redacted], I was repeatedly told that I either did not enter the code correctly or I did not enter it at all.  Mr. [redacted] continually insinuates that I am being deceptive and and, as stated in his correspondence, tell "flat-out lies".  Mr. [redacted] runs a highly unethical business where his coupons do not work, his employees attempted to pressure me in to buying additional add-ons, his employees promised a refund and weeks later I still do not have one, and Mr. [redacted] himself has been repeatedly rude to me over the phone and attempted to push me around.  After being told that I am being dishonest and that his company would not refund my money, I became profane; but tell me, what is worse? -- being profane or being unethical and disrespectful to your customers?
I expect either an $80 refund for the coupons I properly used or a full refund, so I never have to deal with this unethical business.
Please assist me in getting what is rightfully mine, Revdex.com -- otherwise, I will be forced to take legal action with my lawyer.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I very clearly entered the coupon code prior to payment. I had faith in the business that the code would work so I paid.  Immediately after, I called the office and was promised a refund of $80. I will not be pushed around by a dishonest company that cannot even honor its own promise to refund me $80. I will accept no less than an $80 refund and if my demands are not met, I will pursue legal action to receive the full amount in refund. I've never had a company be more disrespectful to me simply because of my age. Expect a letter from my lawyer if this is not resolved. 
Regards,
[redacted]