• Report: #782678
Complaint Review:

Xperience Days

  • Submitted: Wed, September 28, 2011
  • Updated: Fri, October 14, 2011

  • Reported By: Jivey — Conyers Georgia United States of America
Xperience Days
Internet United States of America

Xperience Days 3rd party company flight was booked through is "Prestige" **GA, do your research before you purchase** Internet

*REBUTTAL Owner of company: Customer Missed Their Scheduled Appointment

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**GA read the reviews before you purchase** Our experience was a nightmare. $165 later & all we have is a piece of paper in a cute envelope.  Our pilot  lied stating we arrived 30 mins late when in all actuality our appt was at 7 and we arrived at 6:56. It was a  Saturday night and the pilot wanted to go home early and HE left us high and dry! When we went to complain to xperience days they proceeded to say it's our word against the pilots word and they had already paid the 3rd party (pilot) so it was now out of there hands. No consideration for the fact that we paid them not the pilot. They apparently got there money & not willing to help fix the fact that we didn't get our service! Now we have a call in to the actual company (Prestige)  but 4 days later havent received a return call from management at the 3rd party company or xperience days. This bday surprise for me ended up being a bust...I will follow up here as to any changes (if my post does not get erased) but something tells me this is one long road to nowhere!

This report was posted on Ripoff Report on 09/28/2011 08:27 PM and is a permanent record located here: http://www.ripoffreport.com/reports/xperience-days/internet/xperience-days-3rd-party-company-flight-was-booked-through-is-prestige-ga-do-your-res-782678. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 REBUTTAL Owner of company

Customer Missed Their Scheduled Appointment

AUTHOR: Michelle - (U.S.A.)

Mr. Ivey missed his scheduled reservation. The Pilot and Prestige Helicopters and Xperience Days all attempted to accommodate Mr. Ivey as best they could.

Xperience Days is the country's leading Unique Gifts, Adventure Gift and Experience Gift Company. It offers thousands of unique gift experiences nationwide in the form of Gift Certificates. The Company works with approximately 1,000 small businesses across the Country who provide the activities offered on the Xperience Days website.
On Thursday, August 25, 2011 at 8:00:00 PM Domonick Ivey placed an order on www.XperienceDays.com from IP Address| for an Xperience Days Gift Certificate valid for the Buckhead Helicopter Tour. The order was processed and shipped as requested.
On Friday, August 26, 2011 at 12:29 PM Mr. Ivey contacted Xperience Days and requested a reservation for the Buckhead Helicopter Tour for the evening of Saturday, September 24th.
On August 30, 2011 at 10:03 AM the Reservation Confirmation for the Buckhead Helicopter Tour was sent to Mr Ivey at nick76lowe@yahoo.com The Confirmation stated the arrival time as 6:45 PM for a tour scheduled at 7:00 PM.
Both the Reservation Confirmation and the email sent with the Confirmation stated the following:
                Cancellation Policy: 7 Days Advance Notice is Required to Make Changes to This Reservation. All changes to your reservation must be made with Xperience Days Inc. Unattended reservations cannot be rebooked and the value of the original certificate will be forfeited. Xperience Certificates cannot be exchanged or refunded once a reservation has been made.
On 9/27/2011at 11:30:08 AM Mr. Ivey called Xperience Days upset over this experience. He stated the following:
I called the pilot (Harry) around 630 to tell him he was stuck in traffic but was on his way. Pilot "gave me an attitude" and told him me he wasn't going to be able to fly with them or wait for them because he had another flight right after. I arrived at the meeting location at 6:56 as opposed to 6:45pm but the Pilot was no longer there. A lady at the customer service desk told me that Prestige used their facilities but they didn't actually operate business at that location and said the pilot was gone for the day. A different pilot from a different company got in contact with the Pilot. The pilot said the appt he had had afterwards had cancelled so he decided to cancel both appts.
Customer stated that he felt he was rudely treated and wanted to know what his options were, but did not want to reschedule. The Customer Service Manager spoke to Ken at Prestige, the operator of the flight, who told her to call back around 2pm to speak to Jan to discuss the issue.
On 9/28/2011 at 11:58:12 AM the Customer Service Manage spoke to Jan at Prestige who said that Mr Ivey only arrived for the appointment at 7:30pm according to Harry, not at 6:56. Additionally the Pilot stated that he did not cancel his appt scheduled after this appt which is why he could Mr. Ivey when he arrived.
Following the above conversation with the Manager at Prestige, the Customer Service Manager contacted Mr. Ivey and explained that we would have to take the word of Prestige in this situation, and unfortunately would not be able to reschedule the reservation or offer the ability to exchange the Gift Certificate as Xperience Days was responsible for paying for the reservation regardless of whether or not it is attended.
Mr. Ivey stated that he has witnesses from Prestige that saw him at the Airport before 7pm but he does not know their names. He said he was going to find out who he spoke with and would be calling us back.
On 9/28/2011 at 12:20:11 PM Mr. Iveys girlfriend called in to reiterate everything that happened. Explained again that it is impossible to say that they were there at 7:30pm because they had already left at that point. She said this has become an extremely difficult process and is very upset that we are not siding with her
On  9/28/2011 at 2:11:22 PM an email was sent to Mr. Ivey which stated the following:
Hello Domonick, As discussed over the phone, we have been in contact with Prestige Helicopters who stated the reservation was unattended as you arrived 30 minutes after the scheduled flight time. Unfortunately, as a third party booking agent Xperience Days is responsible for paying for your reservation regardless of attendance. If you have additional information that contradicts what the flight school is telling us, please feel free to forward it over to us so that we may investigate it further. Until that time, we cannot reschedule this reservation or process a refund. Please feel free to contact us with any additional questions.
On 9/29/2011 at 2:00:42 PM the Customer Service Manager Spoke with Jan at Prestige who stated that she was going to contact Mr Ivey directly to reschedule. They will however need to pay the $50 for the cancellation fee as they missed the original appointment.
Additionally, the following email was set to Mr. Levy:
Hello Nick, We have spoken to Prestige Helicopters and they are willing to reschedule your experience. As mentioned in our previous email, without verification that you were on time to your scheduled appointment, your reservation still reflects as unattended due to you and your guest arriving past the designated time. Due to this, you will be charged a $50 cancellation fee upon reservation by Prestige Helicopters. As stated in your original booking confirmation: Xperience Certificates cannot be exchanged or refunded once a reservation for the experience has been made. All Xperience Certificate redemptions and reservations are subject to the Terms and Conditions listed on http://www.xperiencedays.com/terms.asp Please feel free to contact Prestige Helicopters at (770) 458-6047 to reschedule or for any additional questions. 
On 9/29/2011 at 2:02:25 PM Jan from Prestige Helicopters contacted Xperience Days to inform us that Mr. Ivey did not want to reschedule and thinks that everyone is lying to him. She explained to him that it doesn't benefit the Pilot not to have flown with him as the Pilot only gets paid once the flight is complete. Mr. Ivey insisted that he is being scammed despite the fact that he was the one that arrived late for the scheduled appointment.
Mr. Ivey missed his scheduled reservation. Both the Pilot and Prestige Helicopters attempted to accommodate Mr. Ivey as best they could. If Mr. Ivey wishes to reschedule the missed appointment he would be responsible for the cancellation fee of $50. As stated in the Terms & Conditions agreed to PRIOR to purchase, unattended reservations for experiences held cannot be rescheduled and the value of the original Xperience Certificate(s) will be forfeited. Xperience Certificates cannot be exchanged or refunded once a reservation for the experience has been made.
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