Complaints

• Initial Complaint

  07/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On July 5th I reserved a skydiving slot for my son's 21st birthday July 22nd. less than 24 hours before the jump, they emailed me saying they were closed for maintenance. They offered us a rescheduled jump, but we are not from the area and were briefly visiting relatives. I asked to have our $50 deposit refunded, but ****** very rudely referred to the non-refundable cancellation policy, as though we had been the ones cancelling, instead of them.

  Business response

  07/23/2024

   We are sorry your interactions with us left you with a negative impression. Your sons skydive was canceled due to unplanned maintenance needed on the airplane. As is our policy, we gave him the choice to put his reservation on hold or to reschedule to another day. He was not offered a refund of his $50 deposit as our $50 deposits are non-refundable. The $50 does not expire and it does not decrease in value. This policy is stated on our website on these pages skydivetwincities.com/training.htm and skydivetwincities.com/faqs.htm, it is listed as a required condition for making a reservation (you must put a check **** next to the condition to show your agreement) and it is included in the confirmation email that is sent to customers after they make a reservation.
  
  Your son was offered a refund in our response to your ****** review.We also gave the same offer in our response to your Yelp review. He has not called us to process the refund. That offer still stands, he can call us at ************. Please have the credit card used to place the deposit on hand for the refund.
  
  If you would like to discuss the matter further please call ***** or myself at ************.
  
  Thank you,
  ***************************
  Owner Skydive Twin Cities

  Customer response

  07/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  I was traveling home and unable to respond to their request immediately. when I checked the review i discovered their offer of a refund in reference to complaint ID ********, and have completed that transaction.
  
  Regards,
  
  ***********************
  

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