Valley Forge Casino Resort

Due to carelessness, I left a backpack at the hotel grounds as I boarded an Uber heading to the airport. The bag was found and brought to Security that evening. Personnel at Security (who all were very concerned and nice) took my information late on Thursday night. It included my name, address, and credit card number. When it became clear to me that my bag was not being shipped, I called again and found out that 1) nothing was sent on Friday, as promised, 2) the manager was "on vacation," and they could not do a thing until he came back on Monday. The bag included medications and the keys to my apartment. I explained they were critical to me (and no one else!). I will have to wait till next Thursday (almost a whole week) to get this delivered. What horrible treatment by the shipping department. I was part of the bridge players who had booked the place for almost a week-long
bridge tournament. Does VFC want to lose that business? Why should I get such poor treatment by a department which does nothing but receive and ship items? Security took it upon themselves to send the bag because shipping seemed not to care at all. Consider who you employ in that department.
Michael Ranis

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I finally did get the information I was looking for but there is still no reason why no one answers the phone and you are on hold for an inordinate amount of time I had to go through at least or people before I did get what I needed One should not have to make so many phone calls and be on hold for so long for any reputable businessAgain, I did get the information I needed but certainly not immediately as Valley Forge is stating Regards, [redacted]

This letter serves as a response to the complaint that was submitted to the Revdex.com on 7/17/at 9:04am and was assigned to an ID of [redacted] The requested information that the complainant was looking for was provided in an expedited manner which satisfied the complainantThe information requested was sent via mail and our company followed up with a phone call to the complainant.I have included with this letter, the original complaint filed by the complainant and the email chain from our employees rectifying the complaintPlease let me know if there is anything else you need from usRegards, Janeen Z [redacted] Valley Forge Casino Resort Executive Assistant Janeen Z [redacted] From: Janet M [redacted] Sent: Thursday, July 23, 7:AMTo: Janeen Z [redacted] Subject: FW: Win LOSS Statement for a Guest Here is the email string I have received about [redacted] I forwarded this on to Megan in Valley Services as Compliance is unable to generate win/loss statementsI did follow up and called [redacted] (either Mon or Tues of this week) and she did receive her win/loss and again spoke about not being able to reach a person when she calls; She also mentioned that she reported it to the Revdex.comThe only thing I didn't ask [redacted] for was the phone number that she was calling; not sure if that information would be helpful or notLet me know if you need anything elseThanks!Janet M [redacted] Compliance ManagerValley Forge Casino Resort [redacted] King of Prussia PA Phone: ###-###-####Janet.M [redacted] @ [redacted] From: Janet M [redacted] Sent: Friday, July 17, 1:PM To: Megan Ansuini Subject: FW: Win Loss Statement for a GuestWhile you're at it...!!!Janet M [redacted] Compliance ManagerValley Forge Casino Resort [redacted] King of Prussia PA Phone###-###-####Janet.M [redacted] @ [redacted] From: [redacted] coins Sent: Friday, July 17, 12:PMTo: Janet M [redacted] Subject: FW: Win Loss Statement for a GuestFrom: Julia D [redacted] Sent: Friday, July 17, 11:AM To: [redacted] Subject: Win Loss Statement for a GuestHi ***, I work down in the sales officeI am just emailing you about a woman who called and wanted to know who should get in contact withCan I give you her information to follow up with her(just a heads up, she was upset because of not getting a response from the property, not meaning you) Thank you [redacted] ###-###-#### [redacted] Thank You,Julia D [redacted] Sales Coordinator Valley Forge Casino Resort [redacted] King of Prussia PA

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I finally did get the information I was looking for but there is still no reason why no one answers the phone and you are on hold for an inordinate amount of time I had to go through at least or people before I did get what I needed One should not have to make so many phone calls and be on hold for so long for any reputable business.Again, I did get the information I needed but certainly not immediately as Valley Forge is stating Regards, [redacted]

Shea B*** 2:PM (minutes ago)to me, *** Hello ***, It was a pleasure speaking with you on the phoneI discussed I personally reached out to MrJohn S*** at the telephone number provided ###-###-#### and have
received no answerAs I explained to you earlier, although Valley Forge Casino Resort maintains that we fully satisfied our responsibility during the purchase of a Valley Forge Casino Resort Gift Card, as a courtesy to the guest listed in the complaint we are willing to extend a refundThe refund is contingent upon Valley Forge Casino Resort receiving the $gift card (with funds intact) that was purchase when the guest visited our property 12/27/2014. For future reference, access to our casino floor is granted as a result of patronizing our resort by making a $or more purchase, but is not guaranteedCertain factors may determine your eligibility to access the casino floor even after you have made a purchase of $or more at our resort. The gift card can be sent directly to me at the following address: Shea B***Marketing Operation Manager*** *** ***King of Prussia, PA 19406 Thank you for your time, Shea B*** | Marketing Operations ManagerValley Forge Casino Resort*** *** ***King of Prussia PA 19406O ###-###-####C ###-###-####***.com

This letter serves as a response to the complaint that was submitted to the Revdex.com on 7/17/at 9:04am and was assigned to an ID of ***.The requested information that the complainant was looking for was provided in an expedited manner which satisfied the complainantThe information requested
was sent via mail and our company followed up with a phone call to the complainant.I have included with this letter, the original complaint filed by the complainant and the email chain from our employees rectifying the complaint.Please let me know if there is anything else you need from us.Regards,Janeen Z*** Valley Forge Casino Resort Executive AssistantJaneen Z***From: Janet M***Sent: Thursday, July 23, 7:AMTo: Janeen Z***Subject: FW: Win LOSS Statement for a GuestHere is the email string I have received about *** ***I forwarded this on to Megan in Valley Services as Compliance is unable to generate win/loss statementsI did follow up and called *** (either Mon or Tues of this week) and she did receive her win/loss and again spoke about not being able to reach a person when she calls; She also mentioned that she reported it to the Revdex.comThe only thing I didn't ask *** for was the phone number that she was calling; not sure if that information would be helpful or notLet me know if you need anything elseThanks!Janet M*** Compliance ManagerValley Forge Casino Resort *** *** *** King of Prussia PA Phone: ###-###-####Janet.M***@***From: Janet M*** Sent: Friday, July 17, 1:PM To: Megan Ansuini Subject: FW: Win Loss Statement for a GuestWhile you're at it...!!!Janet M*** Compliance ManagerValley Forge Casino Resort *** *** *** King of Prussia PA Phone###-###-####Janet.M***@***From: *** coins Sent: Friday, July 17, 12:PMTo: Janet M*** Subject: FW: Win Loss Statement for a GuestFrom: Julia D*** Sent: Friday, July 17, 11:AM To: *** *** Subject: Win Loss Statement for a GuestHi ***, I work down in the sales officeI am just emailing you about a woman who called and wanted to know who should get in contact withCan I give you her information to follow up with her(just a heads up, she was upset because of not getting a response from the property, not meaning you) Thank you *** ***###-###-####***Thank You,Julia D*** Sales Coordinator Valley Forge Casino Resort *** *** *** King of Prussia PA

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I finally did get the information I was looking for but there is still no reason why no one answers the phone and you are on hold for an inordinate amount of time.  I had to go through at least 3 or 4 people before I did get what I needed.  One should not have to make so many phone calls and be on hold for so long for any reputable business.Again, I did get the information I needed but certainly not immediately as Valley Forge is stating.  
Regards,
[redacted]

This letter serves as a response to the complaint that was submitted to the Revdex.com on 7/17/2015 at 9:04am and was assigned to an ID of [redacted].
The requested information that the complainant was looking for was provided in an expedited manner...

which satisfied the complainant. The information requested was sent via mail and our company followed up with a phone call to the complainant.I have included with this letter, the original complaint filed by the complainant and the email chain from our employees rectifying the complaint.
Please let me know if there is anything else you need from us.
Regards,
Janeen Z[redacted] Valley Forge Casino Resort Executive Assistant
Janeen Z[redacted]From: Janet M[redacted]Sent: Thursday, July 23, 2015 7:45 AMTo: Janeen Z[redacted]
Subject: FW: Win LOSS Statement for a Guest
Here is the email string I have received about [redacted]. I forwarded this on to Megan in Valley Services as Compliance is unable to generate win/loss statements. I did follow up and called [redacted] (either Mon or Tues of this week) and she did receive her win/loss and again spoke about not being able to reach a person when she calls; She also mentioned that she reported it to the Revdex.com. The only thing I didn't ask [redacted] for was the phone number that she was calling; not sure if that information would be helpful or not. Let me know if you need anything else. Thanks!Janet M[redacted] Compliance ManagerValley Forge Casino Resort [redacted] King of Prussia PA 19406 Phone: ###-###-####Janet.M[redacted]From: Janet M[redacted] Sent: Friday, July 17, 2015 1:33 PM To: Megan Ansuini Subject: FW: Win Loss Statement for a GuestWhile you're at it...!!!Janet M[redacted] Compliance ManagerValley Forge Casino Resort [redacted] King of Prussia PA 19406 Phone. ###-###-####Janet.M[redacted]From: [redacted] coins Sent: Friday, July 17, 2015 12:02 PMTo: Janet M[redacted] Subject: FW: Win Loss Statement for a GuestFrom: Julia D[redacted] Sent: Friday, July 17, 2015 11:23 AM To: [redacted] Subject: Win Loss Statement for a GuestHi [redacted], I work down in the sales office. I am just emailing you about a woman who called and wanted to know who should get in contact with. Can I give you her information to follow up with her. (just a heads up, she was upset because of not getting a response from the property, not meaning you) Thank you [redacted]###-###-####[redacted]Thank You,Julia D[redacted] Sales Coordinator
Valley Forge Casino Resort
[redacted] King of Prussia PA 19406

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I finally did get the information I was looking for but there is still no reason why no one answers the phone and you are on hold for an inordinate amount of time.  I had to go through at least 3 or 4 people before I did get what I needed.  One should not have to make so many phone calls and be on hold for so long for any reputable business.
Again, I did get the information I needed but certainly not immediately as Valley Forge is stating.  
Regards,
[redacted]