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Complaint Details
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Initial Complaint
08/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
- Date Jul/29/2023 - Amount pay $178,16 - The main attraction was closed due to construction. The website does not inform it at the park entrance, nor does it inform it. For a family of 5 people it is a very big expense and not receiving the full service is a lie.- I try to make the claim with a lady who is the manager of the ticket office, and she had a rude and discriminatory attitude, probably because we have Latino roots and our English is our second language.
Business response
12/13/2023
Hi there,
Because I am picking up this aged complaint, I wanted the BBB to have reference that our website does state which attractions were closed for construction and has all season. ***************************************************************;
Further, regarding our Operations Manager being accused of being discriminatory, I can assure you this is not the case and we value the ****************** here at our Park. Our policy, as stated on our website and tickets is no refunds. However, in the case of this guest I will get back to them and offer them complimentary tickets for the **** season to return on the day of their choice due to the delay in response from our admin staff.
Business response
12/13/2023
We apologize that the customer was not aware of the construction in Rapids at the time of their visit, this was advertised on our website and is still visible on the attractions pages **********************************************************. I have also followed up directly with our admissions staff and can assure you that the no refund policy is enforced across the board, regardless of ethnicity. However, due to the disappointment and our team's delay in follow up, I'd like to offer 5 complimentary tickets for the family to return for the **** season, which opens on March 9, ****. This way they can enjoy the new attraction Mega Mayhem, which was under construction at the time of their visit, and the lazy river and tubin tornados, which were impacted by the new construction. If that offer is accepted we will mail the tickets to the address provided.Business response
03/22/2024
I apologize for the delay. We received no reply from the guest that they would accept the tickets and the BBB case was marked closed. I will mail the tickets on Monday.Customer response
03/25/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Please tell Water Rapids contact me for receive the 5 free tickets.
Sincerely,
*******************************************
**************
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
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