Recently I purchased a gift certificate for one of the guys in the office, they were to mail it to my home. After a week I called and had to leave a message, no call, no follow up. I waited a few days and again, no response to the message, no call back. Today I drove an hour out to the Club so I could get this sorted out because once again no one was answering the phone. I couldn't locate anyone onsite so I proceeded to call the number until finally Andrew answered. He wouldn't tell me how I could meet anyone on staff inside, he would meet me in the parking lot. He was aware that they hadn't mailed out the gift cretificate and then proceeded to lie and tell me it was sent a few days ago. While standing in the parking lot I called home and had the mailbox checked, surprise no gift certificate. I explained I would like a refund, he said he couldn't help me. I asked to speak to anyone who could help me and he said there was no one. What a joke
Update: Response to the GM requesting I email him:
Matt
I saw the response to my Google review to email you, not sure why Dove Mountain does not have operable phones either way here we are using the least form of personable communication in existence.
Per Andrews direction I reported it to the Credit Card company as undelivered product / theft. So let's be clear, there is nothing I want from you, you wanted an email and you can have an email. Also let's be honest if you cared a phone call would have happened, at least you didn't ask me to text you, it's the little things in customer service.
My buddy at the office loves Dove Mountain. You would think that is his heaven, the only place in the world to play golf and the opportunity to provide him with the gift certificate in a timely fashion was long gone before I had to drive out there just to be told that it wasn't Andrew's problem and there's no one else to talk to. In the parking lot, in the afternoon as if I was bothering him, again.
Mistakes happen, I make them often and so do the people that work for me so the first few times I tried to solve this problem I had a " Solutions Based mindset. Frankly I was still trying to figure out a way to make it work the day I drove out there.
A few items really stood out about my experience with Dove Mountain. Andrew knew who I was when I kept calling from the parking lot, he was well aware the gift certificate hadn't been mailed. He couldn't even be bothered to meet me inside and told me to just wait in the parking lot. His level of indifference to the situation was just below his dismissal to me as a person who had already paid for a service. I don't know who runs the " pro-shop " from my experience, the word " pro" does not apply.
Requesting that I email you just tells me you give zero consideration to how poorly you as a General Manager run whatever department you are responsible for, you have set the tone and it clearly shows with simple tasks like mailing a gift certificate, returning calls, customer service and setting examples for employees.
When the Credit Card company "back bills" or reverses the charge, please just accept it and don't fight it. I don't have the time and clearly you don't. I never did get the Gift Certificate which tells me Andrew really was lying that day.
I sent a more coherent and formal letter to Phil Cotton at Nicklaus Companies the week after my visit, obviously it may not reach him and even if it does there's nothing that will come of it. Perhaps Dove Mountain will be known as the place in Tucson where some guy sent Phil a Fed Ex complaining about a lousy $150 gift Certificate. Maybe he will remember Andrew's name, either way in the back of someone's mind Dove Mountain will be remembered for something negative.
Clearly from the reviews and people I have asked about Golfers love you, to me your...
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