Complaint Review: Flat Rock River YMCA Camp

Flat Rock River Camp totally failed to meet our expectations for our 14 year old daughter's week at summer camp. We registered her for Ranch camp which was to provide 1/2 day (everyday) of instruction on the caring, riding, and management of horses. This is the specific reason that we picked this camp and paid a premium over other traditional camps in the central Indiana area. While our registration documentation definitely identified the correct camp, somewhere along the way, the YMCA staff screwed up and enlisted her in the traditional camp activities, which did not include the days of horse activities. There was no indication to us at check-in that there had been a mistake and to our knowledge, she was still registered for the Ranch program.

When the campers were mustered by camper program on the first night, our daughter went to the Ranch group, but was told that she was not on the Ranch camper list, and was enrolled in the traditional camp program. Shortly afterwards, she again approached the Ranch group leader and requested that she double check the list because she was sure that she was in the Ranch program. Again she was turned away, and at this point, with no ability to contact me for help, accepted the fact that she would be in the standard camp program for the week, while her good friend and bunkmate, participated in the Ranch program without her. This has been a terrible disappointment for all of us, as she had been excited for months about this program.

I was not made aware of this issue until I pick our daughter up at the end of the week. Follow-up communication with the camp director and central Indiana YMCA executives resulted in about dozen we're sorry about the mistake responses while they counted my money all the way to the bank. I didn't overpay for the week, but we definitely did not received the service or product that we originally purchased. The only consolation offered by the YMCA is price on camp for 2009. The problem with that is one, there is a good chance our daughter will not be attending a summer camp next year due to other commitments, and two, even if she does attend a camp, I don't believe that we will give the YMCA any additional business (for any services) in the future. They took our money, failed to provide the services we signed on for, have been unwilling to hold themselves accountable for their mistake, and in the end, directly compensate the customer for unfulfilled services. They call themselves a Christian organization, but they sure don't act like one.

If your children attend any central Indiana YMCA camps in the future, I only hope that they (and you) receive a better product and overall customer service than we did.

JTM
Fishers, Indiana
U.S.A.