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:07/24/2024

  Type:Product 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.

  We brought two families consisting of four adults and eight children to the triple play amusement park in ************. The height restriction was 58 inches for kids to ride a ride. We had two kids that were close but the employees taking money Couldnt tell us if they were too short to ride the rides before we purchased. We asked if we could go out to the Rides and be measured so that we knew our children could ride before we purchased. The employee measuring at the go karts measure him and said he was tall enough. So we purchased eight tickets at a little over $40 apiece and we went on the go kart ride with no problem the first time.. Then when the staff changed out at the go kart ride, we returned to ride them again and we were told by the new staff Running the go karts, the children were too short to ride. After the first crew told us he was good to go, and the front desk told us if they said he could ride then he would be allowed to ride. We wouldve never paid for the tickets. If we had been told the kids couldnt ride the go kart. The new staff rejected our Riders telling us. They were too short after we had paid for the $200 in tickets. We asked to speak with the manager, and after the manager heard what we said, he said that he couldnt do anything for us. He couldnt grant the ability for him to ride nor could he refund us. He basically told us he has no power to do anything for us. The managers name is *******************. After speaking with him about this issue, it became abundantly clear that he had no ability to refund us our money, nor was he concerned that we had tried to do our best to make sure the children could ride the go karts before we paid.

  Business Response

  Date: 08/06/2024

  Afternoon, 
  
  
  King family, thank you for bearing with us as we didn't realize the BBB complaint had come through so we did want to say sorry on our end for taking longer than we normally would with a customer complaint as we have a strong understanding that without our guests, we wouldn't be here. 
  
  
  That being said, looking into the issue at hand with your concern about the Go-Karts. We are addressing the problem that you had with differing teammates and differing heights on our end. Working to make sure that it's taken care of with consistency. 
  
  
  As we looked at this particular situation with the attached receipt. You started your play at 2:16pm as that is the first "swipe" of your wristbands on an attraction. Obviously, we only have the one receipt to go off of as we don't have the second receipt for the other family, but on the one provided; There was usage of our Soaring Eagle twice (this is just one band) the Go-Karts that were ridden the first time, Hologate, Ropes course, Nebula Drop, etc. Totaling over $60 for the listed attractions if we were to charge you for each attraction. That's taking the Go-Karts out, and that's just one band. While understanding your frustration that buying the 4 hour all attraction passes for the $47.95 didn't feel as great when you weren't able to ride the ride a second time. Our manager on duty **** offered to return the passes and ring you up for the individual attractions you used or even measuring the kids himself to resolved that part of the issue and you declined that option.  
  
  
  Because of the above information we will not be refunding the passes attached to this complaint. We hope to see you again and look forward to the consistency we strive to provide in providing a fun and safe environment. 
  
  
  Feel free to see attached pictures for info pricing as well as how we looked at what was done with time stamps on the passes you purchased, allocated 4 hours of unlimited all attraction play (as long as guests met height and age requirements) as opposed to single time play)
  
  
  Sincerely,

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22040604
  
  I am rejecting this response because:  The business is not contesting that we were duped into purchasing the original tickets.  They are saying the fact that after we were duped into purchasing the ticket we had a choice to be refunded minus the rides we had utilized.  The cost for the rides utilized individually is greatly exaggerated to enhance the customer to purchse the 4 hour rate with the unforeseen problem that if you want a refund they will then charge you individually for each ride taken.  This is a simple tactic in which they hope the end user will be confused.  The bottom line is that we were told we could ride the Go Kart rides before we purchased the ticket and that was false advertising.  We do not accept this false argument seeing it for what it is.  This business advertises 4 hours of unlimited rides but if you want to buy an individual ride the prices are exhorbitant.  After you've purchased the 4 hour block of rides if you ask for a refund they try to utilize the exhorbitant single ride fee to substantiate their deceptive pricing and refuse a refund.

  We reject this and since we have a computer and are fast typers we are going to spread this message everywhere we can.  We will cost this company much more in fees then they can ever imagine through social media.  

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