My wife and I played here in late July and while we liked the course we were very disapointed with the customer service. Then disapointment got a lot worse.
The good: The course...the setting (beside and inside the Indy 500 track)...the food in the restaurant
The bad: Played the back 9 in 3:05 due to logjam of groups in front of us...two groups behind us got fed up after hole 16 and didn't even finish (they just drove back to the clubhouse)...the GPS system on the cart shut the scorecard off when we were on the 18th fairway...no beverage cart sighting after the 9th hole...no marshall sighting on the back 9 to rectify the slooooowwwwww play...and best of all - the pro shop was closed when we finished at 7:30 pm!
The gentlemen (who informed us that they play Brickyard often) in the group ahead of us (who were equally delayed by group(s) in front of them) told us in the parking lot after the round that the pace of play on the back nine was totally unacceptable and they were surprised and upset by the same things we were annoyed with (no marshall...no beverage cart...locked-up pro shop)
An employee inside the clubhouse got a manager for us and we spoke with the executive chef who apologized for the problems. He took my business card and told me that he would have the golf manager call us.
Ten days later...no call
I called back and left another message for the exec chef.
Next day...no call, so I called and left another message.
Five days later, still no call.
When I called today I spoke with their Director of golf. for the next twenty minutes I politely attempted to express my concerns however their "manager" engaged in what can best be described as an argument. I was belittled and told that I should have been happy that I played the front 9 in 1:55...they often close the pro shop early...the executive chef and the restaurant have nothing to do with the golf course...why did I wait two weeks to call and complain...
The phone conversation was a textbook example of how not to do customer service.
I thought Ii was being reasonable in asking for a partial refund (only charge us a twilight rate for that day's round) but I was told flat out that there was no way they were going to give me any kind of a refund.
I was also told that this was the first complaint that he'd heard in five years. Hmmmm....
In my ten years of playing golf, this was the worst customer service experience ever.
My wife and I have played everything from 9 hole-munis to top-ranked courses including Bay Hill, Harbour Town and Emirates so we've seen a lot over the years but this experience at Brickyard Crossing was just goofy.
In summary, when I flipped a coin when deciding between Brickyard Crossing and the Fort...I wish we'd played The Fort.
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