Complaints

• Initial Complaint

  08/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid in full for 4 people to skydive March 19, 2022 for the morning of March 20th. When we arrived the place was closed and when I called they explained that the booking system was supposed to have locked out the weekend because of high winds and they’d given the crew the weekend off. He said he’d try and see if he could figure something out but the pilot reminded him the weather just made it too unsafe. At the time he offered rebooking for the following weekend and I explained that we worked most weekends and the people in our party were leaving. He explained to just call back and they’d reschedule. I contacted them to reschedule trying to work it in our schedule but I again explained our work situation. I was in contact with them a month later about just receiving a refund as I was set to have knee surgery and half of my group left the state. At that point I just asked for a refund and they said they’d refund it but not the $200 worth of deposit and after hours we agreed to put the reservation on hold. I then months later was told I’d be leaving the state with the other person set to skydive and I reached out again explaining I’d just take the refund with the deposit removed and as this point they just responded they’d give me extra time to use it or let me transfer it to other people but refused to refund me ANY money and just started responding to refer to their return policy which doesn’t account for when the entire reason I had an issue was their software making the mistake. So now I’ve NOT been refunded my money NOR have I received the service. If this had been me simply changing dates continuously I’d understand but this was started by their software error and they offered the refund without deposit and did NOT express that I wouldn’t have the option in the future. This business is taking advantage of people especially when it’s their error and make no attempts to refund money unless forced to.

  Business response

  08/18/2022

  I was notified by ****** that she had done a reservation March 19th, 2022. That day we had rescheduled everyone and everyone had gone home because of wind conditions which dictates when we can actually jump. I notified her that we could do a change of reservation which she agreed to. After that I was contacted again by her and she said she wanted to change her reservation again. I waived all the reservation fees that are stated clearly on the website that after the first reservation fee change it’s $50 but due to her stating medical issues, I felt compelled to give a good customer service and to give her leeway on the matter. I didn’t hear anything from her for months and she finally contacted me saying I want my money back. Keep in mind that each tandem scheduled is $219, multiply that by four and you have $876. Taking a total of eight reservation spots and not utilizing them makes me lose a potential $1752 worth of revenue. She was very aggressive and texting the phone well after the hours the drop zone was closed. I felt that it was necessary to try and get to an understanding with her but she was not willing to do anything. I offered that she could sell her slots or possibly give them to others that she knew in the area and I would be more than happy to honor them and she wasn’t having anything that I had to say. I then directed her to the clearly stated return policy at the very bottom of our pricing website which you have to go to in order to schedule your reservation in the first place. I will still honor the reservations she made even though I am within every right to not and will allow other people to come in her place if she so desires.

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