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:22/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  As someone who has attended Fright Nights for over 20 years, the sight on Saturday, October 5, 2024 was something I have never seen in my life at any Vancouver event, nevermind one at the PNE, which has been putting on events for decades without a 1.5 km/2 hour wait lineup to enter, maybe ever? I am utterly appalled at what went wrong this year, only to have staff claim it IS opening weekend! Regardless of opening weekend or not, this was a case of overselling and only having concern for creating a profit. After seeing a recording a video of the lineup, which was later confirmed by individuals online that they waited 2 hours, we did not bother waiting and wasting our time. Neither I nor my friends can grasp why the ticket prices have doubled from $30 to $63 when the houses are the same, the rides are the same, but there are now even longer lines, so you get to pay double and see less than you ever did! What a wonderful business model the PNE has created, to ensure that the fun and safety of its patrons is not at the top of its priorities. The main concern of the 1.5km line is not even the line itself, but rather how you expect that amount of people to fit into the park and create an enjoyable experience for anybody that isnt navigating a crowd or waiting in line. Last but not least, dont get me started on the traffic created all the way onto Highway 1 and waiting in line in our car for 45 minutes just to park to begin with, with people cutting in and just creating a hostile and a negative experience and environment. A yearly tradition for almost my entire life and upbringing in the ************** has been entirely ruined - what an utter shame. I will not be returning to Fright Nights and I will recommend friends and family DO NOT waste their money and time either. Have you ever heard if it aint broke dont fix it? I would like a refund of my 3 tickets purchased ($33 each) and parking for the event ($15) for a total of $114.00.

  Customer Answer

  Date: 22/10/2024

  I only need a refund for the amount spent on tickets ($33.00 x3 = $99.00) and parking ($15.00) for a total of $114.00. I am not requesting or claiming for pain, suffering, time lost from work, monetary compensation or other such damages.

  Customer Answer

  Date: 22/10/2024

  I've attached the receipt for tickets and parking. I will try to locate the original parking ticket also if required. Thanks!

  

  Business Response

  Date: 23/10/2024

  Hello, Thank you for the inquiry and opportunity to respond.    The night in question was energetic with us "selling out" although we were only at 72% of our approved site capacity.  The ingress line did not exceed 1 hour 48 minutes at its longest time.  Guests who arrived by 530pm were in within minutes of opening at 6pm.  Guests who did arrive in the peak window between *****pm did have the longest wait.  The flow for entry was clear by 818pm with guests arriving at that time, walking right into the plaza que.   The customer mentioned that there was quite a drive to arrive at the site, I do recall that there was an accident on the north shore that resulted in longer lines crossing the bridge and did back up on the number 1 heading east.  The travel time and highway is not within the control of the PNE.  

  We want our guests to be as informed as possible before making purchases and do post online in our FAQ's possible wait times for ingress as well as suggestions on which days to attend if you are looking for less people on site.  (see attachment)

  The customer is commenting about prices that were not accurate to what they paid.  They purchased on the most affordable weekend of the run.  The prices are set on a scale with the opening weekend priced most affordably and prime days closer to Halloween are in higher price categories. Dynamic pricing is not uncommon for the events industry.  

  On Oct 5 all 8 haunted houses and 19+ rides were operating through the whole evening.  There is no service complaint here, this customer choose to not attend the event once seeing it was busy and after a long commute to the site.   Fright Nights provided the experience it promotes on the website for the evening of Oct 5th.  

   

  Customer Answer

  Date: 23/10/2024

   
  Complaint: 22458764
  
  I am rejecting this response because as previously mentioned, I have been attending Fright Nights for over 20 years prior to COVID-19 and have never experienced a line over a few minutes, regardless of whether we attended opening weekend or later in October. To correct me by saying that the line was 1 hour and 48 minutes as opposed to 2 hours, as if either is acceptable, is quite funny to me. Any line of that length is unacceptable by a business and clearly shows a lack of organization and planning. If we had entered we would have had the option of 1 ride, 1 house, maybe some food; in my family and I's personal opinion that is not a fulfillment of services based on the numerous attractions you offer. Many thanks for the comments but the loss of $114 is much more detrimental to my family and I in this difficult time than the PNE and I would appreciate a refund rather than a back and forth argument of technicalities. 
  
  Sincerely,
  
  ***** ************

  

  Business Response

  Date: 07/11/2024

  Thank you for following up to further clarify your perspective.
  
  While the customer may have visited on quieter nights in past years, Fright Nights is a popular Halloween event, with many busy nights similar to October 5th, 2024, over the past 21 years.  

  
  Again, we do not believe that there is a service complaint.The customer chose not to attend the event based on their assumptions of what the experience would be once inside the venue.

  
  We can appreciate the customers disappointment in not experience the event they had purchased tickets for and are happy to offer complimentary return tickets to visit Fright Nights during the opening weekend of our 2025 event. The customer can contact our Guest Experience team via e-mail, at ***************************** and we will provide more detail as to how to redeem the complimentary return offer for October 2025.

  
   Fright Nights provided the non-refundable experience it promotes on the website to all guests who entered and attended the event the evening of Oct 5th, 2024. 

  Customer Answer

  Date: 08/11/2024

   
  Complaint: 22458764
  
  I am rejecting this response because I am not interested in attending any more future PNE events. As the customer I do not accept that services were met and if the PNE would not like to provide my refund through this complaint then I will submit a claim with my credit card provider instead.
  
  Sincerely,
  
  ***** ************

  

  Business Response

  Date: 14/11/2024

  Good Afternoon,

  Our offer for complimentary tickets to our 2025 Fright Nights event stands.

  The customer continues to state that the event was not as advertised, but have admitted they chose not to attend the event based on their assumptions of the experience.

  As they did not enter with their non-refundable ticket purchase, there is no way for them to know whether the event did, or did not, meet the experience as advertised.

  The Fright Nights experience was exactly as it was described online for the night in question, including the possibility of an extended entry wait time. 

  Thank you

  Customer Answer

  Date: 21/11/2024

   
  Complaint: 22458764
  
  I am rejecting this response because I would like a refund of the amount I paid of $114.00. I'm not sure what the point of the back and forth is anymore as I will not accept anything other than a refund. Again, if the PNE would not like to provide my refund through this complaint then I will submit a claim with my credit card provider instead.
  
  Sincerely,
  
  ***** ************

• Initial Complaint

  Date:25/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Attended Fright Nights at the PNE on Oct 20th. Spent $270 on tickets for 5 people. Tickets promised thrill seeking rides, 7 haunted houses, food etc however we spent more time in line ups than experiencing fright nights. In the 6 hours there, we only got to see a handful of stuff and was not able to go on any thrill rides due to the long line ups.
  The ticket falsely advertises what the experience will be, we spent 5 hrs in lines.
  I want a refund!

  

  Business Response

  Date: 13/12/2022

  We did respond to your partner ***** ******’s BBB complaint on the same issue. It was a busy night in the park
  however not our busiest night. We had 17 rides open (plus the revelation) on
  the evening of the 20th. Of these 17 rides only 2 had line cuts just
  prior to 11pm to ensure everyone in the line got onto the ride before the park
  closed. We cut the line to ensure the park does not close before people can get
  on the ride. Another 4 rides had line cuts between 11 and 11:30pm and another 2
  that were cut between 11:30 and midnight. There were a total of 9 rides in the
  park that did not have line cuts and were available for guests to line up right
  until close (with wait times of less than 15 minutes all night long).  We
  state on our website that lines will be cut to ensure all guests in line get on
  the ride before the park closes.
  In our messaging, we talk about all the
  things that Fright Nights has to offer. We do not state that guests will be
  able to go into every house, or on to every ride, and feel that those looking
  to maximize on their experience had the option to take advantage of the shorter
  ride lines (and some shorter house lines too!) throughout the park.
  There was no compensation provided to
  the guest as we did not feel it was warranted, haunted house lines were no
  longer than 1 hour all night. There was a rapid pass option available for
  purchase to give guests front of the line access, there was also an early entry
  option that gives guests 1 hour to go through 3 of the haunted houses before
  anyone else is in the park (and all 3 could be completed within the hour) for
  those wanting to ensure they can get everything in. Over 5000 other guests went
  through the event that same night without requesting refunds.ell us why here...