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Complaint Details
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Initial Complaint
12/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been a member of the San Diego Zoo Wildlife Alliance for approximately 15 years. I had the Wildlife Support membership, which was a higher level than the basic membership. It included one accompanying guest on each visit. I called today because I was going to be visiting the zoo and wanted to check on my membership status, as I did not receive any renewal information. When I called the membership number the representative told me that my membership was expired and since it is not current, I can no longer renew my membership, as that level no longer exists. She said new tiers were introduced this year. If my membership was current, I could renew at the same level. I explained that I did not get a renewal letter (which is normally sent multiple times prior to membership expiration). On a second call, I asked to speak to a manager and I explained that I had not received any information about renewal. She said that I should have received mail and email notifications. I went through and checked all emails, and the only emails I have are donation requests. In order to get a membership with the accompanying guest, I would now have to pay $400. In the past there has also been a grace ****** for renewing memberships, which apparently no longer exists. It seems like the zoo just doesn't want anyone to have this pre-existing membership status, and therefore did not send the multiple renewal notices that they typically send. It is frustrating as a longtime member that I cannot renew at my previous member status.
Business response
12/20/2022
****************** and her daughter called in on 12/19/22 at around 10:20am and were elevated to a senior representative after speaking to a call center rep. *** Senior rep let them know that due to the lapse in their membership they are no longer able to renew as the Wildlife Supporter membership and would have to chose one of our new membership levels. The senior representative gave them all the proper info on how to renew as a new membership level.
The Wildlife supporter membership is a soon to be retired level and will no longer exist in the future. With our rebrand back in 2021 we have all new levels of membership that better suit our consumers and our organization. We have allowed grandfathered levels of membership back into the Wildlife supporter level however that is coming to an end now since it has been over a year with our rebranded levels of membership. We are sorry to hear that ****************** doesn't agree with our new levels of membership but its what is best for our members and our Organization.
Customer response
12/20/2022
It is unfortunate that the San Diego Zoo Wildlife Alliance does not value its long term members. For many years of my membership I was only able to visit once or twice, but always kept my membership to support the zoo. It seems like higher cost memberships have become more of a priority than customer service.Business response
12/20/2022
On second look at ********************** membership file she has renewed her membership today as a Wildlife Protector Premium 65+. We are happy that ****************** has chosen to renew with us at one of the levels we do currently offer. We hope ****************** enjoys her membership and is able to create life long memories at the San Diego Zoo and Safari Park.
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.
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