Such a fabulous place with Absolutely TERRIBLE customer service!
We were planning to go and have an awesome family adventure! Of course we did our homework! Read the websites policies and height requirements, call the toll free line, TWICE, to clarify the regulations. We were told all children over eleven who can stand flat foot and reach 5'11" with the tips of the fingers could participate. I called and asked if there was any other specific requirements such as being able to grip at something at 5'11". Was told no , just reach 5'11" on flat foot. No problem our youngest reached over 5'11. So we are on our way an hour an a half drive to awesome family fun!
However, when we arrived it does happen to be more specific requirements. The child must be flat footed against a wall reaching both hands above the head. This way with both hands over the head against a wall actually reduces the reach by over an inch resulting in 5'10 and 3/4! Of course we did not want our child to do a course that could be potential dangerous! That is why we did the homework and called Twice before heading out. We were told by staff (many) that this is a common problem. Another parent who had attended numerous times said this happens frequently, including to her the previous year.
As parents we simply did not want to arrive and have to disappoint our son who was so exited! Two, we would not have made the hour and a half drive that eat up $100 in gas! We called the toll free number to express our disappointed and to suggest a more accurate description on the website and over the phone. We were switched to the owner who was extremely impolite! He would not let me finish speaking and kept interrupting with a repetitive answer of "well ma'am we have height restrictions in place for the safety of your child" I tried to give him the benefit of the doubt, perhaps he has had 3 calls already today and was just armed and defensive. So a patiently attempted to explain that the height restriction was not the issue, of course safety is extremely important, the issue is that the description on the website should be more accurate and that staff should be able to give a clear example of the actual measuring requirements.
The man was quite angry and continued to give the same rehearsed answer and started to go a little past impolite. Very surprising and sad because this is such a wonderful adventure otherwise! I finished the conversation with stating, he could easily have ended the call quickly and politely by saying he understood the frustration and that they would look into having a more accurate description in the future! Simple answer with courteous customer service! Works wonders!
That being said the staff at the Moncton location were kind, polite and knowledgeable! The women at the front desk, Marylynn was very empathetic and did say she would make the suggestion of more detailed description to alleviate disappointed as it was not the first time! Another thing I really like about the staff, although many of them were pretty young, they were attentive with the kids and really seemed to be interested in what they were doing and were clearly knowledgeable!
So to wrap it up, Treego is a wonderfully fun adventure in a fabulous water park area with a variety of family activities, Great staff! Mediocre when it comes to website information and HORRIBLE customer service from the owner!
...on a side note, we called the toll free number on the way and spoke to the owners wife to get the address and directions form the highway (as my phone with the details had died). She said she didn't know, asked if we had gps or knew someone we could call. I laughed and pulled into a service station instead! read more
