ComplaintsforIce Castles, LLC
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Complaint Details
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Initial Complaint
01/28/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased tickets for 12/21/22, a weekday; I also entered the discount code to get the 20% discount. I noticed that I was charged the weekend rate; I showed the onsite office manager when we arrived, and he was just as perplexed. He asked me to reach out to customer service, he wasn't able to give onsite refunds. I have contacted the customer service people multiple times. First, they said they don't provide refunds, "what?" I was overcharged, then they said they would just be able to refund the amount for the discount code??? Finally, they said weeellll, the 21st falls under the holidays pricing? I took a screenshot with the holiday pricing, which did not show the 21st as a holiday pricing day. I disputed this with them for over a month, and now they are just ignoring me. The original weekday pricing was $16; I was charged $23 and purchased four tickets. I have screenshots of everything I need to prove that I was overcharged, and I would like a refund for the difference. ******************************Initial Complaint
12/29/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Bought tickets for our family group for 12/28/2022. The evening of 12/27, we received a text that it would be closed on the 28th. They gave us the option to reschedule or refund. We requested a reschedule for the following day & booked it through their site. They promised to email back a confirmation. 24 hr later they emailed back to deny the request. By then ALL other tickets were sold out. No phone number to call to straighten it out. We found an email, but they will take another 24 hr to deny us help or satisfaction. We came all the way from AZ to do this. This will not bode well for tourism here in UT!!!Initial Complaint
02/17/2022
- Complaint Type:
- Order Issues
- Status:
- Resolved
I drove out three hours to get to this place thats a total driving of six hours. They closed without sending any type of notification I want a refund but I cannot get in contact with anyone. All of the other reviews are very similar to my experience. I want a refund and that seems very unlikely to happen.Business response
02/18/2022
This customers order was refunded the morning of Friday, February 18 when we did a batch refund for all customers affected by the Ice Castles weather closure.
*************************
Director of Engagement
Ice Castles
Customer response
02/19/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************************Initial Complaint
01/11/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I placed an order using a voucher. The total reduced to $0. Then I needed a credit card to place the order. Ice Castles then charged me in error. The order # is F85DGD7D92735387.I e-mailed Ice Castles to ask them to cancel the order and I would just place a new one with the voucher.I received a response that they can't cancel orders. (Reference ID ************** system experienced a glitch and charged me in error. I need my order refunded for F85DGD7D92735387.I placed a new one now since the system is now working correctly.
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Customer Complaints Summary
6 total complaints in the last 3 years.
0 complaints closed in the last 12 months.