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:05/22/2025

  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.

  Park was poorly run. No place for customers to sit. No accommodation for disabilities Animals were all overheated and in hot, outdoor cages.Dispute with owner about hot conditions. He would not allow us to complete the tour .Owner removed us from property.

  Business Response

  Date: 05/22/2025

  This customer was a reschedule from Mothers Day weekend. She notified us just a couple hours prior to her tour time that she couldnt attend so we rescheduled her with no issues. She was appreciative. She attended the tour and when the tour was more then halfway through the two young girls she was with started to get overheated. We offered cold rags and water. When the owner was notified he went to talk with them and the mother said that they were overheating at the moment. The owner then offered them to reschedule again for the safety of the young girls and animals. We didnt want a child fainting and falling inside an Aniamls area, we werent worried about our Animals over heating.. They live outside and are used to warm climates.The mom, ******** then started getting loud and in the face of the tour guide and owner. Saying she didnt want to reschedule that the girls would be fine. The young girls were clearly not fine so we told her she would have to reschedule she did not like that, she got very confrontational with the owner and workers. So much that we had to apologize to the others guests on their tour. They continued screaming as they left the property, the young girls were pleading with her to stop. We have customers and tour guides that witnessed this. She disputed her charge with her credit card company already. As far as our animals are, animals live outdoors all year round. This time of the year we place fans at their enclosures and ice in all their waters. Im thinking now we should have called ************************* over the way she reacted. 

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23346920
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 05/22/2025

  Customer already disputed charges with her credit card company. We tried to reschedule her but she denied it. 

  Customer Answer

  Date: 05/22/2025

  This park needs investigation. Environment unsuitable for visitors and animals. Too hot, no indoor space, no a/c, only 1 small bathroom and no place for visitors to sit.  There is no warning to expect and prepare for hot conditions.

  A confrontation occurred when the owner insisted that we could not continue the tour. No one was sick, everyone was just a little hot.  We were outside in extreme conditions with no place to sit or rest.  My children, who are both over 18, needed to rest and the only place to sit was on the floor!!!! My party wanted to continue the tour, for which we paid a lot of money, but they wouldnt allow it. After an argument, the owner insisted we leave.  Everyone in my party was extremely upset about their insistence that we were not allowed to continue the tour. The owner response was completely unacceptable and unfair!!!

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23346920
  
  Yes, charges have been disputed with my credit card company, however, I will not be receiving a credit until an investigation has been completed by my credit card company. This is expected to take ***** days. If I do not receive full credit (for 4 VIP tours thats were incomplete), further legal action will be warranted. 
  Again, we wanted to complete the tour, however, owner would not allow it.

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

  Business Response

  Date: 05/23/2025

  We are a walk-through guided Safari tour, so the group needs to stay with their tour guide and thats why we do not have areas for people to sit and stay seated because they have to stay with their group. Its a moving tour. It is outdoors because we cant keep camels, zebras, otters, kangaroos and all the other animals indoorsthey live outdoors and are very acclimated to the weather, if you did not want to do an outdoor activity, our tours are not for you. Again, you were asked to leave because we were told your daughters were over heating and it was unsafe for your daughters, no matter what the age to continue the tour. We could not have them fainting in an animal area. Again, we asked for you to reschedule your whole tour even though you were almost through. You denied that and made a scene. I apologize you feel you were treated wrong. But we did everything for the safety of your daughters and animals. 

  Customer Answer

  Date: 05/27/2025

  I continue to be dissatisfied with the treatment and response from the merchant.

  Not only was our tour incomplete, but were escorted off the property prior to take part in the animal interactions that are advertised and for which we paid a lot of money!!!

  Nowhere on their website do they acknowledge the environmental conditions. They do not prepare visitors  prior to their visit and inadequately support them throughout the tour