Wet 'N' Wild Phoenix

We apologize for the confusion on the coupons offered your employees and appreciate you bringing the concern forward. As is typical with many amusement and waterparks, we do offer guests discounts for purchasing tickets online.One of our “Online Only” discounts is the Twilight...

admission for $19.99 after 5 p.m. as shown on our website: [redacted]://[redacted].[redacted]/#The coupon was a way to extend a similar opportunity for those that do not purchase tickets online, but purchase them at the gate.  The back of the coupon clearly states that the $20 off offer may not be combined with “Twilight Discounts” even though it is impossible for guests to redeem paper coupons (no promo codes included) while making an online purchase. Similarly, guests that pay at the gate do not receive any online discounts.Again we apologize for the confusion between any “online” discounts and tickets purchased at the gate, and hope this has clarified your concerns.Thank you for your support, we hope to see you and your employees enjoying the park in the future.

Review: Wet N' Wild's Phoenix website list season passe's as $59.99 each plus tax when four or more are purchased. In addition to this, their IVR at 623-201-2000 also states the same pricing information. I spoke with someone by the name of Arianna who stated that the website price ended the first part of June and I did go back to the website and confirm that the website did indicate that. However, the IVR at 623-201-2000 does not indicate any deadline for this price. I called Arianna back and advised her of this. She advised me that she was not permitted to make the adjustment to honor the advertisement on their phone line and that they had not gotten around to updating the price. I advised her that this was false advertising and that I would contact the Revdex.com to report. Her only response was OK.Desired Settlement: I purchased 6 tickets and would like a refund of $5 per each ticket purchased for a grand total of $30 due to what is currently advertised as a season pass of $59.99 each for the purchase of 4 or more tickets.

Business

Response:

From: Chris Hicks <[email protected]>

Date: Mon, Jul 2, 2012 at 10:04 AM

Subject: Complaint

To: [email protected]

Hi,

I'm writing to respond to complaint. The customer contacted me directly via phone in the days following the initial interaction. The issue was resolved over the phone and we honored the pricing that the customer had requested. The customer expressed her satisfaction to the way that the situation was handled. The issue that caused the issue in the first place has since been corrected.

Thanks,

Chris Hicks | Admissions Manager | T: 623.201.2000 ext. 16 | F: 623.201.2010|

On leave from Active Duty I visited with my family. They lied on the phone about the charges and fees(double what they claimed on the phone) they lied about military discounts, furthermore when I went back on Active Duty they stated charging me their entrance fee once a month on my debit card. absolutely terrible business practices. The people working there had no concern for customer satisfaction.

Review: As the human resources manager at a large [redacted] - [redacted] I received via mail a sheet of discount coupons to share with my employees. The coupons indicate that someone "Presenting this coupon" would receive a $20 discount toward admission for use after 5pm on Thur, Fri, and Sat. Their website indicates the price for admission during that time was $19.99, so I called Wet n Wild since it appeared the admission was free ($19.99 - $20 discount from coupon = free). I was told that the "coupons" are merely an advertisement that the price is $20 less than the normal General Admission" price (which is all day, any day) of $39.99 ($39.99-$20 = $19.99). I told her that is misleading as the price on their website is $19.99 for after 5p (Thur, Fri, & Sat). I believe this is false advertising as it is clearly meant to mislead the public.Desired Settlement: Wet N Wild Phoenix should curtail it's misleading advertisements

Business

Response:

We apologize for the confusion on the coupons offered your employees and appreciate you bringing the concern forward. As is typical with many amusement and waterparks, we do offer guests discounts for purchasing tickets online.One of our “Online Only” discounts is the Twilight admission for $19.99 after 5 p.m. as shown on our website: [redacted]://[redacted]/#The coupon was a way to extend a similar opportunity for those that do not purchase tickets online, but purchase them at the gate. The back of the coupon clearly states that the $20 off offer may not be combined with “Twilight Discounts” even though it is impossible for guests to redeem paper coupons (no promo codes included) while making an online purchase. Similarly, guests that pay at the gate do not receive any online discounts.Again we apologize for the confusion between any “online” discounts and tickets purchased at the gate, and hope this has clarified your concerns.Thank you for your support, we hope to see you and your employees enjoying the park in the future.

Review: I have only been there 1 time back in June 2013. I had purchased tickets online and paid for parking day I was there with my credit card. all 4 transactions totaled $233.12 and was paid in full from my account on 6/13/13. On August 9,2013. They ran my card again for $233.12. Because of this unauthorized transaction my mortgage payment is now late and I will have a late fee of $25.00 that I have to pay as well. I filed a complaint with them online on 8/10/13 as you can never speak with anyone, system is automated. I left a voicemail but unsure if anyone will get it. I did file a fraud charge dispute with my bank but it can take up to 10 business days. So now accounts and bills are suffering.Desired Settlement: I would like my credit card refunded and would like reimbursed for my late charge I know have to pay also would like refund for June date due to this hassle. This is very poor business for a company that deals with numerous people on a daily basis. Because of this I could not even get groceries for my family.

Business

Response:

We encountered an issue with our Credit Card processing center double-posting transactions that were conducted in June. As of Monday, August 12th, our processing company had assured us that they completed a reversal on all accounts that were affected. We have been working very closely with our processor to ensure that all accounts will received their credits as quickly as possible. We are more than willing to assist our customers with any bank fees associated with this error once credits appear within the affected accounts. We have been responding to all of our guests as quickly as possible, however due to the high volume of people affected, there have been slight delays in response time. I do have a list of all the people we've spoken with who have made mention of bank fees and we will be reaching out to those guests as soon as we hear that credits for the error have been posted. I strongly encourage our guests to leave a voice message or submit an email so that we have the ability to reach out to them to update with our latest information. Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

They have no regard for how their customers feel. They have not refunded me the fees I have incured from their error.

Regards,

Business

Response:

Spoke directly with [redacted] and was able to reach an agreement with her to resolve the fees she received from her bills. Awaiting a confirmation phone call from guest with final numbers. Matters will be resolved very quickly.

Review: Wet and Wild charged us $201.40 from my Debit Card on August 8, 2013 and we were not even in Arizona. The last time we were at the Wet and Wild in Arizona was June 5, 2013 where they charged us $201.40 at that time for tickets, which was fine. I don't know why or how they are charging my debit card again, 2 months later.

I tried to call Wet and Wild Saturday about ten times but all I got was voice mails, unable to get ahold of a live person. Wrote an email to them August 11, but still have not received a response.Desired Settlement: I also want them to remove my debit card information from their records. Apparently, they still have it in their files from June, 2013.

Business

Response:

We encountered an issue with our Credit Card processing center double-posting transactions that were conducted in June. As of Monday, August 12th, our processing company had assured us that they completed a reversal on all accounts that were affected. We have been working very closely with our processor to ensure that all accounts will receive their credits as quickly as possible. We are more than willing to assist our customers with any bank fees associated with this error once credits appear within the affected accounts. We have been responding to all of our guests as quickly as possible, however due to the high volume of people affected, there have been slight delays in response time. I do have a list of all the people we've spoken with who have made mention of bank fees and we will be reaching out to those guests as soon as we hear that credits for the error have been posted. I attempted to call [redacted], and left a voice message to resolve this matter.

Review: On August 9, 2013, Wet n Wild of Phoenix, Arizona ran an unauthorized debit card transaction of $324.87 against my checking account. On June 12th, 2013, I purchased season tickets to Wet n Wild via the internet and used my debit card to make the transaction. The original transaction of June 12th went through and tickets were issued to me. But for some reason another transaction for the same amount was withdrawn from my checking account on August 9th, 2013. I called the company and was unable to reach a live person, I was able to leave messages. Someone called me back on Saturday, August 10th and told me the charges were in error and they would be reversed on Monday, August 12th along with the [redacted] fees I incurred. Unfortunetly the reversal did not take place. They did not reverse the unauthorized debit nor was I re-imbursed for the [redacted] fees.Desired Settlement: Refund the $324.87 plus the additional $70.00 in NSF fees that I have incurred due to their error.

Business

Response:

We encountered an issue with our Credit Card processing center double-posting transactions that were conducted in June. As of Monday, August 12th, our processing company had assured us that they completed a reversal on all accounts that were affected. We have been working very closely with our processor to ensure that all accounts will received their credits as quickly as possible. We are more than willing to assist our customers with any bank fees associated with this error once credits appear within the affected accounts. We have been responding to all of our guests as quickly as possible, however due to the high volume of people affected, there have been slight delays in response time. I do have a list of all the people we've spoken with who have made mention of bank fees and we will be reaching out to those guests as soon as we hear that credits for the error have been posted. Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

We were first informed that the reversal of the unauthorized debit would take place on 08/12/13. That did not happen. Then we were told that the reversal would take place on 08/14/13, and that has not happened. As of today, 8/15/13, I still have not had a reversal of the $324.75 that was stolen from my account. I have not heard from anyone from Wet n Wild since Monday, 08/14/13. I fear that the money is gone for good. I worried and cannot think about it without crying.

Regards,

Business

Response:

I called and spoke with [redacted] on 8/30 at 10:10am. She had a conversation with the Controller here about her transactions on the 16th of August who gave her the phone number to our processing company. Upon getting in touch with First Data, they discovered that the refund had not yet been posted and conducted the transaction immediately. [redacted] has received her full transaction credits since then along with the reversal of the [redacted] Band Fees that were assumed from the double-charges.