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:03/08/2024

  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.

  The safety briefing is short and didnt address many things necessary to know for safe participation. They said to yell staff if we needed help but there were not enough staff to help. The 1st course, my 7 year old ended up being too short (despite over the age minimum and being tall for his age) and got stuck hanging from one cable, crying, unable to move. It took >10 mins to get help as he was screaming waiting. I then told 3 different staff that I didnt think there was enough help. Then my 10 year old was with my brother and got stuck. She couldnt figure out how to get around an obstacle and started crying. I again yelled for staff to see if someone could help her but there was no one around. I then ran to the front to grab someone, but the first 2 I found were busy helping other guests so we had to wait again as she was crying on a cable. I cut my hand on a wire sticking out of a cable. My hand was bleeding and I tried to yell for staff but I couldnt see anyone and no could hear me so I kept going with blood dripping off my hand. When I got down I found staff and asked to show him where I got cut to fix the wire. He said he didnt have time then. I showed staff later where the wire was, but he did not fix it. Then my 13 year old who was with my brother came out holding her arm saying it hurt and it was obviously deformed. She was on a zip line and started to turn sideways but didnt know how to go straight and she came in sideways and hit the tree with her arm at the end of the line. This course does not teach people how to get straight again if turning. I told the front desk that I think she broke her arm. I was asked some questions but no one followed up. We went to the ** and confirmed it was broken. I tried contacting the company many times and ways. Initially I only wanted to talk to a manager to express my safety concerns and lack of safe staffing and hopefully have them be addressed with some empathy, but they refuse to call me back.

  Business Response

  Date: 03/19/2024

  Hello,

  I am very sorry this was your experience at TreeHoppers. I have been in contact with the management team onsite and they have addressed the monitor issue described with the staff. They have also stated they are look into and addressing the course safety issues outlined in this BBB complaint. 

  I also reached out to the park managers about contacting *********************** and have been informed that they have since contacted her and provided a full refund. 

  We hope your daughter is doing well and again apologize for the experience described in your BBB complaint. This is not the kind of experience we strive to provide our guests. 

  Thank you for visiting TreeHoppers and we hope you have a great rest of your week. 

  Sincerely, 
  The TreeHoppers Team

  Customer Answer

  Date: 03/20/2024

   
  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.
  
  Sincerely,
  
  ***********************