Richard Petty Driving Experience was recently sold to NASCAR and BEWARE!!!!!! We were extremely loyal customers who have driven almost all of the tracks and spent tens of thousand of dollars with RPDE. We loved each and every experience - from the time you book the experience to the crew on site, it was a phenomenal experience. We got to know the folks in the main office so when we would call in, they knew our style and made recommendations. I cannot say enough great things about the former RPDE company and we sent dozens of customers their way.
Since being acquired, everything seems to have changed. I called late one afternoon and asked to speak to my main point of contact. I was told that "she wouldn't be back for a long time" and that this young lady could help. I said we were looking for an advanced experience at a new track.....we didnt understand the new website configuration and so could she put a custom day together for us - don't worry about price. She said she could do a $5000 day, we casually picked a date and time (I asked if we could change the time if my husband wanted to start earlier or later and she said yes) and she asked for my credit card. I gave it to her, remembering that in the past I could always change days or cancel if totally necessary. She NEVER told me it would be non-refundable! She ran my credit card and sent me the invoices which contain the T's and C's (should have been disclosed prior to charging the card but that is another issue). I hung up, my husband got home and said there was a conflict with that date. First thing the next morning I asked for a refund that we had a medical conflict and needed to postpone indefinitely. She then informed me that it was non-refundable and refer to the the Ts and Cs where it "was clearly stated". I told her she never informed me in advance but she was resolute that it was non-refundable.
I wrote a letter to the President and VP Marketing and sent them FedEx. I got a call from the Marketing VP who said that the program now probably would not be of interest to me, that it is geared towards the first timer who just wants to get out on the track. He apologized for the inappropriate behavior of his employee and acknowledged they have training that needs to be done. He then suggested a special day they were planning for experienced drivers. He said they normally charge $3500 per person for that day but he would see what he could do. A couple days later he called me and said that if I just pay an additional $2000 we could do that day. So, essentially he made no concessions in price or any attempt to satisfy a customer who his employee mishandled. We declined and said if you are standing firm that our funds are non-refundable and you are not willing to discount an experience to make up for your employee just send us 5 $1000 gift cards and we will do something with them. A week later, I received an envelope with 5 gift cards.
I know I rambled but the point is that the new company has NO CONCERN about customer satisfaction or customer delight and it clearly starts at the top of the company. There are other schools out there that I would try before ever driving with these guys. Even the Marketing VP says they cater to the novice. If that's their attitude, coupled with the F-you they gave us, a loyal customer, who needs to give them any revenue.
Sure miss the former RPDE guys - that company was first class......this new one is beyond reprehension. read more
