Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date: 2/5/23 Amount: $545.00 Order number: ******** Services: Summer **** Dispute: I clicked payment by mistake after realizing the dates were incorrect. Within minutes, I notified the vendor of my error. Proposed: MGP offered a camp credit but not a refund. The alternative dates provided did not meet our needs so refund is only option. After a month of back-and-forth pleading for special consideration, they continue to enforce their iron-clad no-refund policy despite my clarifying that my payment was made erroneously and not intentionally. Their no-refund policy states they will donate my money rather than return it. Today, Marin GreenPlay sent me a hand-drafted contract stating they would refund my money if I took full responsibility for harassment (me repeatedly asking for my money back) and agreed not to use social media or take further legal action as a consumer. As we have not spoken on the phone or in person, I have the month-long email chain for communication review alongside the homegrown contract they offered to silence me.

  Business Response

  Date: 03/14/2023

  Please see the attached document for our complete response to this complaint. Thank you.

  Customer Answer

  Date: 03/14/2023

   
  

  Complaint: 19553898

  
  

  I am rejecting this response because: 

  
  

  My purchase of their camp was in error, not a parent creating a place holder then attempting to claw back funds down the road. After a month of unnecessary back and forth and claiming harassment and untruths on my behalf for their business practices due to my persistence, MGP offered a full refund IF I signed a document claiming "absolute" wrongdoing on my behalf. I declined. As stated, I disputed charges via MC (******* *****) last month, which is currently "pending" on Apple Card.

  
  

  MGP stated they could issue a refund but chose not to because of my postings. I told them on Friday that I would remove all postings if they returned the funds. They have ignored my response. It appears that MGP would rather trench into a single frame of mind and continue unnecessary harmful exposure to their business over a simple purchasing mistake (immediately reported) than do the right thing, return funds, and quietly resolve.

  
  

  In their published response to the BBB, MGP appears to have no remorse or human sympathy and would rather keep ill-gotten money than return it. That is the main reason I submitted postings. Unsuspecting Marin parents and customers must be aware of a childcare company that maintains bad and personally-charged policies and refuses to act reasonably and responsibly.

  
  

  If MGP returned funds without contractual strings,  dialog, or further delay, I would remove the posting as soon as I received funds.

  
  

  That is my offer of resolution. 

  
  

  Sincerely,

  
  

  *****************

  Business Response

  Date: 03/15/2023

  Please see the attached document. Thank you.

  Customer Answer

  Date: 03/16/2023

   

  Complaint: 19553898

  
  

  I am rejecting this response because:

  
  

  MGP management requires that I sign a flimsy, one-sided, grass root legal document driven by ***** hostage-style negotiations. I decline to resolve this issue in such a manner and close the loop in that direction.

  
  

  MGP management does not know me personally, yet, they continue to publish fox-news style statements that I am posting lies and false information. This is irresponsible and reckless gaslighting on MGP's management's behalf. I have zero intention of spreading false claims, nor have I to date on any platform. From a very concerned Marin parent's perspective, my communications have been truthful and customer-facing. 

  
  

  Optically, MGP's management relentlessly continues to waste resources justifying poor business behavior based on emotions alongside a blurred sense of reality fueled by anger. This is not personal; this is business. Services Business 101: the customer is always right, regardless of written policy. A happy customer is a good customer. A stubborn purveyor is a poor purveyor.

  
  

  As stated, I will comply with their reasonable request to remove all postings (and not make new ones) based on good faith and blind trust (just like we do with them with our children). My effort will cease once MGP processes my $545.00 return. If that is not satisfactory, MGP's management will force me to continue escalating recovery efforts with the tools and platforms available as a consumer until MGP returns my money and makes me whole (without strings). 

  
  

  It's a simple break-fix for them. I eagerly await MGP's decision.

  
  

  Sincerely,

  
  

  *****************