My finance and I were in Las Vegas for a business conference, so we thought it would be nice to take a helicopter ride which we asked our limo driver who gave us a magazine to choose from. We selected a company called Serenity Helicopters, so we called to make the reservation on a Friday for a Saturday ride. The only slot they had was for first thing in the morning, so we booked it. That evening we both got very ill due to food poisoning which kept us in bed literally for the entire trip and even had us feeling ill once we got back to the east coast, so when Sat 6:00am came around we were actually out cold from being up most the night.
When we booked the ride the day before, my fiancee got an email on her phone with the details about the trip. We did not think anything of it, other then how we could not wait to get home and feel better but a few weeks later we got our credit card statement from Bank Of America which showed a $772.00 charge for a Helicopter Ride with Serenity Helicopters in Las Vegas.
We then called the Bank which did a three way call with Serenity whom could not find any record of us whatsoever in their system, so the bank employee did a charge back after hearing our side of the story then hearing that Serenity Helicopters had no record of us, yet they charged us almost $800.00 for something we never used! We had to fill out some papers that BOA required in order to complete the charge back process, but we did not realize we forgot to sign the signature area which ironically the time expired so BOA issued a credit back to Serenity Helicopters even though they had no record and knowingly charged us for something we never used.
At this point we were very frustrated because we I personally called in the reservation using my finances credit card which I found out through this process is not even legal for Serenity Helicopters to do but they did anyway. So after months of going back and forth with Bank Of America we decided to call Serenity Helicopters only to be talked to like a piece of trash by not just one but multiple employees. I first spoke to the girl who originally booked the trip, but after hearing her for twenty minutes tell me about their 24 hr cancellation policy and how they have the right to do what they did I asked for a manager.
I explained to the manager that we were inside of 24 hrs therefor the 24 hr policy was not even legal and the credit card they used was never authorized by the owner of the card! They never spoke to my fiancee, yet they charged $772.00? More importantly I did my best to explain our situation with getting violently ill which was unexpected, so I could hopefully have them sympathize with us based on the facts rather then some policy they tried to hold over our heads, but the manager was like a robot reading over her 24 hr policy and why they were right.... So the manger assured me that the operations manger (her boss) would be calling me on the following Monday to see what she could do to help me.
I waited until that Wednesday for a call from the Serenity Helicopters operations manager,but again no call. I then called there to request to speak to this operations manager, which I was placed on a 15 min hold only to speak to one of the most unethical, unprofessional people I have ever had to deal with in my life. Her name was Trina and she was downright rude, overtaking me telling me that her manager said I was cursing when I spoke to her and blah blah blah which never happened.
There are a ton of Helicopter companies in Las Vegas, so I strongly recommend that you consider all other companies and avoid Serenity Helicopters at all cost unless you want to get treated like I did!!! I know I will be letting my limo driver know how this company treated me and my host at the Venetian so they hopefully never refer anyone to Serenity Helicopters, because they do not deserve to get your business!!