Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:26/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I visited the Haunted Halloween attractions at Mann Farms on September 24th. My time slot was at 8:00pm. During our first attraction, the Homestead, there was an incident during the final scene. At the very end, we were leaving and being chased out by one of the actors. One of the cast members got the drill stuck in my hair. It kept turning until it made contact with my scalp and the cast member realized what had happened.
  
  Thankfully, with the help of my friends she was able to remove the drill from my hair. However, it was not done without significant hair loss.

  Business Response

  Date: 28/06/2023

  Dear ***** ******,
  
  Thank you for bringing this complaint to our attention. We were already aware of the incident that Ms. ******** **** is referring to, and we take it very seriously. We deeply regret that one of our customers had an unfortunate experience at our Haunted Halloween attraction.
  
  Upon receiving *** ****** email in September, we launched an immediate internal investigation to understand what transpired. We discovered a clear deviation from our safety protocols, which we addressed with the involved cast members to ensure an incident of this nature didn’t occur again, and were incident-free throughout the remainder of the season.
  
  We understand the severity of *** ****** discomfort and the inconvenience caused due to this incident. We believe in maintaining a transparent and respectful relationship with our customers, and we want to rectify this situation.
  
  As a business, we are committed to taking responsibility for our actions, and therefore, we agree to *** ****** request for a full refund for her visit. If she can provide the booking number for her online ticket order, this can be processed promptly. As per her additional request of compensation to cover the costs associated with the hair extensions required due to the hair loss, we are open to this as well and would first like to know the amount of the costs involved.
  
  To proceed with this, we kindly ask *** **** to provide us with the above. We hope that this resolution is satisfactory and helps rebuild the trust lost due to this incident.
  
  Again, we deeply regret this incident and remain committed to the safety and satisfaction of our customers.
  
  Thank you for your understanding.
  
  Sincerely,
  
  ******** ****
  ******
  **** ***** ****

  Customer Answer

  Date: 06/07/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I appreciate their apology and will be satisfied with a refund. My friend purchased the tickets on our behalf and we e-transferred the cost of each ticket to her. I would appreciate the amount be mailed to my home through the Better Business Bureau.

  Thank you for your support in resolving this matter.

  
  Sincerely,
  
  
  
  ******** ****