Originally Posted By sjhym333 A little less than a year ago we gave our daughter and fiance a pair of AP's for Universal. Their passes are going to expire during the first week of Sept and to cancel them you have to write them 30 days out. My son and I have had Universal passes for five years and are also on the flex payment plan. We knew that our passes will also expire in Sept and have decided not to renew, so being the A type personality I am, I decided to put all four passes in one letter to Universal expecting that my daughters two passes would expire in early Sept and my son and mine will expire not too long after that. Surprise!!! Once you are on the Flex payment plan and you complete your one year with them, your pass goes month to month and can be cancelled at anytime. OK, I now get that...but not only are you month to month but the day they receive your cancellation, they cancel the pass immediately. Meaning that even though I made a payment less than a month ago, Universal cancelled my pass with 15 days remaining. When I spoke to their AP department about the fact that I had 15 days that I paid for remaining, they told me that their policy was to cancel the pass immediately. Can they turn the pass on for 15 days? Nope. Can I not cancel my pass? Nope. I can however put down another deposit and sign another one year contract with them. I chuckled and said...so you want me to put a deposit down and sign a one year contract when you just shorted me 15 days from my current pass? No thanks I pass this on in case anyone else is in the same boat.
Originally Posted By Mickeymouseclub Don't you know you were supposed to read the fine print and all legal terms applying to your purchase? It is a topsy turvy world and common sense loses every time. Sorry, you must laugh at this customer service special care or else you will have a headache or something else... but in my opinion that just does not make any sense.
Originally Posted By sjhym333 Considering the contract is four pages of mice type I should have known...or course I signed it 5 years ago. It doesn't make sense to me either. I paid for the month, so I should at least get my full months worth of days.
Originally Posted By Terminus Or they should prorate the month and give you 15 days worth of the monthly fee back... One or the other.
Originally Posted By sjhym333 They offered neither, I suggested both. I said to the AP employee that we had been AP holders for 5 years. It doesn't matter. Well it actually does to me. I wont be buying a Universal AP or day ticket again.
Originally Posted By dshyates That really is simply not right. I would take it over the head of the front line CM. a well written letter may get you satisfaction. Seriously, you aren't getting what you paid for. It's that simple.
Originally Posted By 999HAUNTS Kind of the same thing happens with the Disneyland APs - if your pass expires, for example, on July 15th, and you decide to renew early, say on July 1st, they immediately take your first payment. Although your pass will still say it expires on July 15th, you are making an extra payment pretty much.
Originally Posted By sjhym333 At the end of the day, it is only 15 days. Though it is surely short sighted on their part. The experience has made us not want to do the Universal Resort again.
Originally Posted By sjhym333 I have made several calls recently about my AP situation and wanted to update you all. Spoke to a manager last week in the AP dept and though understanding and agreeable told me that only the Flex Pay dept could do anything to help. She gave me a direct email address and said someone would respond in 24 hours. We are now at over 100 hours and counting with no response. Customer service at its best....not.
Originally Posted By Mickeymouseclub I can certainly understand your frustration. We are expected to follow all the rules and "super fine print in customer agreements" and are penalized for having common sense. On a positive note I just read online that the Universal Hollywood Passholders can "invite" a friend as a birthday gift during your birthday month if you register as a pass holder: <a href="http://www.UniversalAnnualPass.com/flyer" target="_blank">http://www.UniversalAnnualPass.com/flyer</a> Not sure if Uni-Orlando offers this also. My pass is about to expire and I lost it. Hope I get better customer service!
Originally Posted By sjhym333 One last update. I finally heard back from Universal after I sent them a second email and they reinstated my pass until the end of what would be my 12 month since my last renewal. Why it took several phone calls and two emails to take of this is beyond me but happy with the end result. My original post was to give a heads up to anyone in a similar situation. Be sure that when you cancel your pass when on Flexpay that you are clear about when you wish that to happen since after the initial contract you are basically month to month.
Originally Posted By Mickeymouseclub Happy to hear you got the basic treatment. Lately it seems sorry as in we were wrong can never be spoken or written.
