Complaints

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• Initial Complaint

  Date:08/15/2024

  Type:Facilities 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.

  My family attended the outdoor waterpark in mid July (we've attended no other pool since). My son came down a few days later with cryptosporidium and shortly after the rest of my family came down with it. We were out of work for 2+ weeks and my wife had a 2.5 hospital stay. My issue with Silverlake isn't that we got sick, but it's that when we called the health dept (which we only knew to do because another member told us that she and her family had also gotten sick with cryptosporidium and that was the only pool they had been to) the health dept stated there was a known issue and they had been out to the pool to treat. If it's a known issue why would Silverlake not let's its members know!?? This is a horrible infection that I wish on no one, yet Silverlake can't put out a simple notice so that immune compromised people understand the risks of swimming right now. We also requested reimbursement of my membership fee from July (the month we got sick from the pool) and August. Rick R****** told us this was all "alleged" and they refused to even refund our fee. We have hospital bills to pay now, but they can't reimburse the monthly fee? This business doesn't care at all about its members and is definitely not "the family place."

  Business Response

  Date: 08/21/2024

  Cryptosporidiosis is a diarrhea-causing disease that is spread through germs that live in the fecal matter of infected people and/or animals. When a person swallows Cryptosporidium (Crypto), the parasitic germ, they can become infected. It is impossible to confirm exactly where Crypto is contracted - as it can exist in any body of water, soil, food, and hard surfaces. The only way to detect a positive Crypto case is a fecal specimen test administered by a medical professional. This test will only confirm the Crypto parasite...and cannot identify the exact location where it was caught. It is accusatory for *** ***** to firmly state he caught Crypto at our facility...there are no confirmed facts to support his claim. 

  We were contacted by the Northern Kentucky Health Department (NKYHD) on August 9, 2024, at approximately 4:45 pm about a Crypto alert. The NKYHD informed us that 3 individuals had tested positive for Crypto and had also used our water park facilities at Silverlake. We immediately and voluntarily closed the water park to super chlorinate our bodies of water. The only known way to eliminate the Crypto parasite is to raise chlorine levels to 20 parts per million and then hold the chlorine level at 20 parts per million for a minimum of 13 hours. We chose to raise the chlorine level to 25 parts per million...and held this level for 15 hours. Chlorine levels are then reduced to normal levels prior to allowing bathers to use the facilities. Our water park was closed for 42 hours to treat for the parasite...and only reopened at 11 am on August 11th at the approval of the NKYHD. It is also important to note that other facilities in Northern Kentucky and Ohio had experienced Crypto alerts, as well.

  We did not alert members due to our POS member data we collect from member/guest/staff usage. Silverlake water park had experienced 29,648 participants between July 1 and August 9 - with only 3 cases of confirmed Crypto, at the writing of this email. *** ***** further claims his son contacted Crypto in mid-July and that his entire family came down with Crypto a few days later. The attachment shows *** ***** has confirmed visits to Silverlake water park as recent as July 27th. 

  *** ***** claims Silverlake refused to refund fees (see attached document) - which is not true. We did, as a courtesy, refund August as there are no confirmed check-ins by the ***** family. We also, as a courtesy, cancelled the ***** family membership immediately...allowing them out of their contractual agreement. I feel we went above and beyond with their requests - as there is no possible confirmation that they 100% contracted Crypto at the Silverlake water park. I ask if this sounds like this a business that doesn't care about its members?

  In closing, please feel free to contact me directly at ###-###-#### with any further information needed.

  Regards,

  Rick R******

  Executive Director

  Silverlake The Family Place