VIP Pool Service, LLC

Date: Wed, Aug 19, at 9:AMSubject: Fwd: # [redacted] update to claimTo: [redacted] < [redacted] @myRevdex.com.org>---------- Forwarded message ----------From: [redacted] Date: Tue, Aug 18, at 2:PMSubject: # [redacted] update to claimTo: [email protected] received a call from Six Flags and wanted to update someone of a possible resolutionI imagine the business will list the resolution as well:To cancel memberships, one must go to the website and search for any and all accounts by providing your last name is email addresshttps://feedback.sixflags.com/membersupport/ This membership webpage listed only one account under my name and email address, when after I was billed, I realized upon calling account services that I actually have accounts for which I was continued to be billedTheir membership site has a technical glitch in that you won't be able to find all of your accountsCustomer service did not care and would not give me any contact information aside from "Isaiah from Customer Services." They refused to refund my membership fees and in fact stated I would owe more months of membership feesAfter being on a short hold, Isaiah's supervisor said she would call backWhich she didn'tUPDATE! on 18AUG2015: [redacted] called back at about and left a message that months of membership fees were refundedI *think [redacted] that means that they won't charge us the typical days of payments and not refund the previous $chargeI'm not sureI'd consider this matter closed, personallyI'm sorry to say that my family won't be back to another flags park togetherI was planning on purchasing fun passes for next summer through our military MWR officeWe might still do that, however, Kings Dominion is not much further which my children preferThe reason we won't visit Six Flags again is more do to with just feeling awful about this entire experienceIt wasn't worth the $to fight over

Revdex.com: I have discussed my complaint with Justin and am satisfied with the resolution that we have reached Regards, [redacted] ***

Guest contact the park through the Membership Portal on 4/In which we explained to the guest why they were still being charged after months and that they could cancel through the membership portalGuest wanted it canceled immediately and we granted the cancellation

I apologize for the miscommunication in our emails.I pulled up your thread and see where our team did promise to cancel your account early but then later was giving you different informationI will bring this to our teams attention and address the issues involved.I did cancel your membership and issued the refund for the payments made beyond the original agreement with our teamI sent an email receipt showing the refund at the bottom.Thank you for letting us know of our challenges so we may address and prevent in the future.Justin L***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:It took way too much on my end as the consumer to get this matter resolvedSix Flags needs to do more for its customersThe phone lines, emails and voicemails go u answered for weeks and that is totally unacceptable! Regards, [redacted] ***

We have made contact with the guest and have resolved their cancellation concerns as well as any credits for the months that they were trying to cancel

We have made attempts to contact guest and no reply have been received from guestThis issue is still under review and guest is still within her Membership contract termsWill continue to make contact with guest

I apologize we did not meet our original goal to resolve your concern but am glad to hear that our Manager was able to upload your pictures and allow you to store your memories fromour park.Thank you for your patience and giving us the opportunity to resolve your concernCreating Memories is one of keys to success and it is vital for our success and the enjoyment of guest.Again thank you for giving us the opporutinity to assit.Justin L***

Apologized and will be issuing a refund.Our marathon started at 6am and it was tied it to the roller coaster race itself in which all participants would arrive by 7amThis is the first we are hearing of this issue or we would have fixed on site, day ofAgain I apologize and wish we could have resolved the matter sooner

For safety of our guest we require all Safety Vest to be US Coast Guard approved and only Life Vest are allowed to be used.I do apologize for the confusion but we state that "only" life vest are allowed and "only" US Coast Guard approved life vest are allowed.Again I am truly sorry for the experience you had entering our park but we do have to enforce our policies to enjoy our park safely.- Justin L***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
The complaint wasn't about what you should or shouldn't enforceYes the safety of the customer should be enforcedThe purpose of the complaint is that it was not advertised or listed on your site as to what you're enforcingAnd now all your employee and you can say I'm sorry? Part of the complain also addresses the break in training and communication between your security team and managers as to what is even posted on yalls websiteHow can you support something when you don't even know what you're supportingYou can't argue on something that's not listed in your own policies and procedures to argue for

Contact was made with guest and Membership terms was explained to her regarding her delinquent account

We have contacted guestIssued refund of payments beyond the 12month minimum agreement that ended 5/25/Account is closed and will no longer take paymentsAlso informed guest of Membership Portal where our guest have control of their accounts

I apologize for your frustrations.Our Memberships are designed to allow our guest full access to their account allowing you to update payments and to view your account status by using your confirmation number and your email in which you setup.If you ever have trouble with the website there is a
contact us button to click and we will respond within 24-to assist you.As stated in your contract you received on 5/29/the agreement is for a monthly payment to utilize the dining passes.We never received payment on 6/28/so we deactivated the dining passes on 7/1/until payment is received.We made several attempts to contact you by email (6/28/16, 7/1/and 7/10/16) and our records show you opened the emails (7/5/16, 7/19/&7/20/16).We also have noted you were able to login to your account to update your payment information on 7/10/but nothing was updated and the only contact through the membership portal was not until 10/27/16.Below is a review of your account activityAgain what you signed up for was a Membership Dining requiring a minimum of monthly payments in which we only received payment.The only way to reactivate your dining pass is to contact our collection agency

Revdex.com:
I have discussed this matter with Justin and am very pleased that the company is resolving this error in communications
Regards,
*** ***

Date: Wed, Aug 19, at 9:AMSubject: Fwd: #*** update to claimTo: *** *** ---------- Forwarded message ----------From: *** *** Date: Tue, Aug 18, at 2:PMSubject: #*** update to claimTo: [email protected] received a call from Six Flags and wanted to update someone of a possible resolutionI imagine the business will list the resolution as well:To cancel memberships, one must go to the website and search for any and all accounts by providing your last name is email addresshttps://feedback.sixflags.com/membersupport/ This membership webpage listed only one account under my name and email address, when after I was billed, I realized upon calling account services that I actually have accounts for which I was continued to be billedTheir membership site has a technical glitch in that you won't be able to find all of your accountsCustomer service did not care and would not give me any contact information aside from "Isaiah from Customer Services." They refused to refund my membership fees and in fact stated I would owe more months of membership feesAfter being on a short hold, Isaiah's supervisor said she would call backWhich she didn'tUPDATE! on 18AUG2015: *** called back at about and left a message that months of membership fees were refundedI *think* that means that they won't charge us the typical days of payments and not refund the previous $chargeI'm not sureI'd consider this matter closed, personallyI'm sorry to say that my family won't be back to another flags park togetherI was planning on purchasing fun passes for next summer through our military MWR officeWe might still do that, however, Kings Dominion is not much further which my children preferThe reason we won't visit Six Flags again is more do to with just feeling awful about this entire experienceIt wasn't worth the $to fight over

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: I am rejecting this response because: the reply is simply not an accurate representation of how the events transpired I have submitted complaint and requested resolution nearly a year ago The supervisor was rude and if person read the prior submission it is clearly noted that a staff of Six Flags created this issue then the lady manger or supervisor told the lady at the counter to fix the error (reference number of passes) and each time she passed by (meaning walking) she would show the person how to correctly input the information into the system The response supplied almost a year later is simply inaccurate and further displays a complete and total disregard for the customer I am rejecting this response because: the reply is simply not an accurate representation of how the events transpired I have submitted complaint and requested resolution nearly a year ago The supervisor was rude and if person read the prior submission it is clearly noted that a staff of Six Flags created this issue then the lady manger or supervisor told the lady at the counter to fix the error (reference number of passes) and each time she passed by (meaning walking) she would show the person how to correctly input the information into the system The response supplied almost a year later is simply inaccurate and further displays a complete and total disregard for the customer
Regards,
*** ***

I terribly sorry to hear about the poor service our guest receivedWe pride our selves on world class service and that is not what our guest received.I apologize for the poor services and experience your received and thank you for bringing this situation to our attention and past it on to our
Culinary Team to review with the staff to ensure it does not repeat itself.Unfortunately we are not able to refund for the food in which you did receive but I offered meal vouchers on the next visit so you can see what you experienced is not the norm and we expect to hold ourselves to a higher standard.Again Thank you for letting us know of our challenges and we deeply apologize for your experienceJustin L***

We will be calling soon.I apologize for the incident and will look into the officers involvedWe train our teams to be services minded first including our Security TeamWe expect better from our staff as you come to expect better serviceAgain I apologize for the incident.Justin L***