Complaints

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started paying to get my skydiving license at this facility. The operations manager ******* is the one who leads all scheduling . From the start whenever I ***l the business phone number for even the first course. No one ever answered. When I paid $560 for the first course they told me to email for scheduling. Ultimately they were cancellation from the business and whenever I email to schedule during the week. ******* would put me on different date. I tried to *** and text the cellphone she had in signature block. She asked me not to do so as I have work commitment to get notification and confirm her last minute changes. When I submitted ****** review she sent me an email describing me as disgruntled and asking me to go to another jump site as she failed to do her job to communicate and provide clear procedures. Not being able to ***l a business or returning a ***l , it just shows how this business operates and facing retaliation if I expressed customer dissatisfaction due to her mismanagement and communication failure.

  Business response

  09/04/2024

  We regret that Ms. Allen has had a frustrating experience with her skydive training at Skydive Orange. Our goal is to provide a positive and organized experience for all of our students.
  
  Our phones are routinely answered by our staff daily, and we welcome all calls to address any questions or concerns. However, for scheduling, we ask that all students in the learn to skydive (AFF) program use email to ensure a systematic approach. This process is unique to our AFF students and allows us to handle scheduling on a first-come, first-served basis, while coordinating instructor availability and accounting for weather conditions. This is outlined in the student materials, including a QR code to simplify the scheduling process. 
  
  Skydiving, by its nature, often requires rescheduling due to weather, an uncontrollable variable that affects all skydiving centers. Safety is our top priority, and we understand the frustration that delays can cause. However, patience with rescheduling is an inherent part of the sport, especially for students.
  
  We believe the frustration Ms. Allen experienced stems from the need to reschedule due to weather and from following our process of scheduling via email rather than by phone. This process is not intended to cause inconvenience but is a result of over 45 years of experience in the industry. We have found that having a single point of contact for scheduling, who manages both staffing and weather considerations, is the most effective way to keep everyone safe and organized. 

  Customer response

  09/04/2024

  Dear Better Business Bureau,
  Upon thorough review of Skydive Orange's response to complaint ID 22228816, I find their proposed resolution inadequate and inaccurate. I respectfully submit the following evidence of systematic business incompetencies and potential legal infractions:

  A. Operational Mismanagement and Potential Contractual Breaches:
    - Skydive Orange repeatedly failed to honor scheduled appointments without justifiable cause or proper notice, even on days with suitable weather conditions. When I would request a day where weather conditions are permitted for the jump, the operation manager would inform that it was fully booked and would not offer waitlist or any alternatives.
    - The company has exhibited a consistent pattern of administrative negligence and potentially discriminatory scheduling practices. Specifically:
         - Erroneous Scheduling: The company has demonstrated repeated instances of incorrectly scheduling appointments due to unorganized business process for communication, indicating a systemic failure in their booking processes.
         - Failure to Provide Alternatives: In instances of cancellation or scheduling conflicts, the company has not offered alternative options to affected customers, potentially breaching its duty of good faith and fair dealing , as documented on August 31 and September 1, 2024.
  
  B. Discriminatory Practices and Retaliatory Behavior:
   - Operations Manager Whitney Stotts labeled me "disgruntled" in writing for exercising my right to post an online review, potentially violating the Consumer Review Fairness Act of 2016   
  -  The termination of my scheduled appointments on September 4, 2024, as communicated by the President of Skydive Orange, subsequent to my filing a complaint with the Better Business Bureau (BBB), strongly suggests retaliatory action. Such conduct potentially contravenes 15 U.S. Code § 45b, which provides protection for consumer reviews. This apparent retaliatory behavior raises significant concerns regarding the company's ethical standards and its adherence to consumer rights. Skydive Orange presents itself as a business open to the general public rather than a private membership-based club. As such, it would be expected to publicly disclose any strict scheduling policies, including the absence of waitlist options or alternative scheduling methods prior to accepting students. Furthermore, the company's failure to clearly communicate on their website the potential adverse impact on Accelerated Free Fall (AFF) students' ability to meet United States Parachute Association (USPA) licensing standards—particularly given their restrictive email-only scheduling policy—may constitute a material omission of information crucial to consumers' informed decision-making process. These practices, when considered collectively, may potentially violate consumer protection laws and industry standards for transparent business operations and fair treatment of customers in the skydiving instruction sector.
  
  C. Systemic Communication Failures:
  Despite the President's assertion of a fully staffed personnel to answer the calls, the business consistently failed to return calls over a period of several months, impeding access to inquire about their services.
  This systemic breakdown in communication suggests severe organizational dysfunction and a disregard for basic customer service principles.
  
  D. Lack of Transparency and Potentially Deceptive Practices:
   - The maintenance of a public phone number listed on their website despite chronic unresponsiveness raises questions about the authenticity of their public-facing business operations.
   - Lack of Transparent Waitlist Procedures: The company has consistently failed to explain or implement a clear and equitable waitlist process, raising concerns about fair access to services.
  
  E. Potential Violations of Consumer Protection Laws:
  The cumulative actions of Skydive Orange - including service cancellations, requests to seek alternative providers, and apparent retaliation for raising concerns to BBB or posting online reviews - may constitute violations of consumer protection statutes.
  

  These actions demonstrate a troubling pattern of behavior that undermines consumer confidence and potentially infringes upon established consumer rights.
  In light of the extensive and serious nature of these issues, which encompass more than isolated customer service failures, I respectfully request that the Better Business Bureau undertake a thorough examination of Skydive Orange's business practices. Their response to my complaint does not adequately address the systemic problems at hand nor provide a satisfactory resolution. Instead, it appears to have led to further retaliatory actions against me, compelling me to seek an alternative service provider merely for voicing concerns.
  I appreciate your attention to this matter and look forward to your thorough evaluation.
  Respectfully submitted,
   Kate Dribki

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩