Complaints

This profile includes complaints for Georgia Renaissance Festival's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Georgia Renaissance Festival

  6905 Virlyn B Smith Rd Fairburn, GA 30213

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  Georgia Renaissance Festival

  PO Box 986 Fairburn, GA 30213-0986

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:04/26/2023

  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.

  On 04/16/23, I left my cell phone, driver's license, credit card and insurance cards in a portable restroom belonging to *********** Services on the grounds of the ** Renaissance Festival. On 04/17/23 I called the phone, and United employee **** answered, and said that he was at that location with my phone, and would turn it into the offices of the festival. We called the festival and their employee **** said they would lock it up safely, and we could pick it up next weekend. On 04/23/23 I drove the three hours to ******* and was informed that they did not have my phone. Employee ***** let me know that **** took my phone home, as the office had been closed. She said he was to return it Mon 4/24, and to call ******* on 4/25 to find out about receiving it. Once I reached *******, she let me know they are closed Tuesdays, was openly hostile, and said she'd call on 4/26 with contact info for the cleaning company. She said she would let me know if it was found, or "gone for good." She also let me know that no one wants your phone. Of course, that call never came. I also left a voicemail for GM *********************** which has not been returned. I have been a customer and supporter of this event for years and am deeply hurt and insulted by the lack of concern this has been given, and the rude and dismissive communication I have received.

  Business Response

  Date: 05/04/2023

  On Monday, April 17, our front desk received a call from a gentleman that stated he had called his girlfriends phone that was lost on Sunday, April 16 while they were attending the Renaissance Festival. He stated that someone answered the phone and said that it would be taken to our office. Our front desk employee let the gentleman know that when the phone is received in the office, we would keep it safe for pick up. No name or number was left.
  

  On Sunday, April 23, I received a radio call from our onsite Information Booth that someone was here to pick up a phone that was in the office. I double checked our lost and found log in the office and informed our Information Booth employee that we did not have the phone in the office. 
  

  Customer then called the office and explained to me that she had lost her phone on Sunday, April 16, called the phone on Monday, April 17 and someone answered the phone with a heavy accent(she said it sounded like they were in a bathroom). The person that answered the phone said they would take the phone to the office. I explained to the customer that we never received the phone in the office and that I would look into the matter. I told the customer I would check with *********** Services,our portable toilet company, since she stated that the person who answered her phone sounded like they were in a bathroom. 
  I spoke with the representative for *********** Services who was onsite on Sunday, April 23 to see if they or any other employee had found a phone in the past week. They said no one reported finding a phone, but they would check their trucks just in case. The phone was not located. 
  

  I communicated to our Information Booth that the phone was not found, but United was looking into the matter and would check their trucks in their yard as well, since they often use separate trucks.Our Information Booth employee let the customer know this as the customer left the ********************************************* that day. Again, the customer did not leave a name or number with **.
  

  On Tuesday, April 25, the customer called our office five times in a row on a line that was labeled Anonymous on the caller ID. Our office is closed on Tuesday, but we answer calls like this in case of emergencies. I answered the call and let the customer know that so far United had not found her phone or any evidence that their employee answered the call to that phone. I did let her know that we were still looking into the matter. 
  On Wednesday, April 26 I met with the ****** employee who was cleaning bathrooms on Monday, April 17, and he stated he never found a phone or answered any calls on a found phone. He was also scheduled that day to clean our offsite toilets, as our guest bathrooms were cleaned Sunday, April 16 immediately after our event closed for the day. The employee has worked with United and our event for the past 3 years and has turned in countless lost items including wallets with cash. 
  Since the client called anonymously, I could not communicate this to her. I also received a police report filed by her on the issue that day. 
  

  We have no evidence that this phone was lost or found at our event on 4/16/23- 4/17/23. The only verifiable information we have about this incident is what has been communicated by the customer I lost my phone, someone with a heavy accent answered my call, he will bring it to your office.
  

  We understand the customers frustration in losing their phone, however we have exhausted all resources available to ** to help the customer find their phone with information provided.