I will NEVER use this business AGAIN. USE LAZY DAY RAFTS INSTEAD. Seriously.
It all started when my group arrived on time at Shouldice Park Jul 31. We waited in line for over 30 minutes before we got our boat. They were apologetic and stated that their truck and trailer were delayed but we would be on a boat soon. Fine and dandy. Things happen right?
As we were waiting in line, I saw two other ladies having customer service issues as well (this should have been my first sign). I don't know the full story, but as they were turned away and they were also voicing their concerns of "bad business" and "poor customer service" about this company.
We FINALLY get on our raft at 4:40pm (ish). The lady at the starting point said kayaks would take 1.5-2.5 hours on the river and the rafts should be taking about 2-3 hours. And according to their FAQ's, the raft folk will give you a time (which they stated that day was 2-3 hrs), and that they want you there 15-30 minutes of that time frame (as stated in FAQ's). Cool. Our float was MAX 3h 20m. As we arrived to the end point, Marty was down there to guide us in. We cleaned our boat and carried it up the hill to the truck/trailer. As we approached, the staff was immediately on us saying we were late, that they had been calling us (which I didn't bring my phone on a wet raft). We had to explain to them that our boat NEVER actually left at 4pm (as scheduled) and that their truck and trailer was delayed. (They had no idea about the delay and apparently this was never relayed from the start point to the ending point).We dropped the boat and left. And I thought that was the end. Which would have been fine and I probably would have been content.
The next day, I see a $63 charge on my card. I immediately call and I speak to a young man on the phone. I explained this whole situation again (as we followed their rules and all their FAQs), explained the delays from their end, and this man assured me that I would be getting the refund either that night or the next day.
Fast forward to this week. I still hadn't received my refund, so I emailed them. To which I received no response (even now). So I decided to call and follow up. I talked to a lady on the phone yesterday, which she looked up my booking and what not, saw the notes, and stated to me, that I would be getting a refund, and to expect it back on my card that evening.
I check my voicemail today, and I hear that I have a message from the Paddle Station. Turns out the guy that offered my refund is no longer working for them and that they WILL NOT be honoring what he told me and that they would NOT be refunding me the late fee.
So I call back again, I explain that I followed their rules. They said the float would take 3 hours (that day). And in their FAQs that you have 15-30 minutes time period to get back. WHICH WE DID. I asked for clarification as to why I got the late fee when I followed their rules. She explained the 3 hrs INCLUDES the 15-30 minute extra, so I explained that their wording on their FAQs was clearly misleading. I explained to her that I shouldn't be penalized for their wording, as I did EXACTLY what the FAQS said. I kept my composure on the phone and I attempted to work collaboratively with the lady on the phone, but essentially they are not willing to work with me. They accused ME of writing bad reviews and abusing the staff, to which, I replied, well I guess I'll have to put a bad review now.
So that's why I'm here. To warn others about this company. I was OFFERED REFUNDS TWICE THEN THEY TOOK BACK WHAT THEY SAID. BAD BUSINESS. read more
