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:11/11/2022

  Type:Customer Service 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 August 13, 2022, I took my son to this establishment for his 13 birthday. There were missing pavers in the walkway, which I fell on. There was no one available to take an incident report. I was in tremendous pain so I immediately went to the hospital. I later contacted this establishment to file an incident report and they will not allow me to do so. They will not return my calls or provide their liability information so that I can file an incident report. I have tried to contact this company by phone, email and in writing. They refuse to communicate with me or provide their liability information.
  

  Business Response

  Date: 12/28/2022

  Business Response /* (1000, 5, 2022/11/19) */
  On August 17, the complainant sent an email and wrote that she injured her ankle while leaving our property and needed to complete an incident report. She also asked to be provided contact information for our liability insurance company. In her complaint, she said she went immediately to the hospital.
  
  I can only assume that she was examined by a medical professional who took images of her ankle and gave a report of any injury and level of the injury. However, on the the 4th & 5th day, after the alleged injury, her next three email messages never offered any proof of injury, location of occurrence or missing paver, explanation why none of the employees/managers could not be called upon. With this lack of information, we checked our extensive camera system that records constantly with day/time stamp. We could find nothing to support the injury claim. We walked all exit routes and entire property and found nothing that might have caused this injury.
  
  I suggest that the complainant provide the documentation that proves her claim of injury and the other items mentioned above. If these are provided, we can evaluate her submission and move forward toward a resolution.
  
  
  Consumer Response /* (3000, 7, 2022/11/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The company refused to engage in any discussions with me about details of my injury. I was told that someone by the name of Heather would call me back on three (3) separate occasions to take the information, but she never did. I've also left messages and mailed a letter to the General Manager /Owner, Christopher ******** but he never responded. This company has my contact information but never once reached out to gather the aforementioned details. They have no intentions of allowing me to file an incident report or provide their liability insurance so this matter can be resolved.
  
  
  Business Response /* (4000, 9, 2022/11/27) */
  The complainant claims to have been injured on our property on August 13, 2022, yet still has not provided any evidence that the injury took place or that our business is responsible. At no time on August 13, 2022 did the complainant or anyone else attempt to communicate with our staff (approx. 17 employees that day) regarding the alleged incident. The complainant did not summon medical assistance while supposedly on our property despite her claim of being in tremendous pain. The complainant reached out to us for the first time on August 17, 2022 - five days after the alleged incident took place insisting liability insurance information be provided to file a claim, yet not providing evidence that the alleged incident took place. A business is not required to give out personal information for no good reason - the accusation of non-compliance is inaccurate. Individuals associated with the complainant have harassed our staff on our property and via social media and along with the complainant, have unnecessarily mentioned personal names insinuating wrong doing. Legal action will be pursued if this continues. Again, we suggest that the complainant provide the documentation that proves her claim of injury and the other items mentioned in our previous response. If these are provided, we can evaluate her submission and move forward toward a resolution.
  
  
  Consumer Response /* (4200, 11, 2022/11/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am willing to provide all the information that you need, but you must be willing to engage in conversation with me in good faith. How can I provide you any information, if you do not return my calls? When I've attempted to contact you to provide the information, I have been told that someone would call me back, but no one has contacted me to date. Anne Arundel Conflict Resolution center attempted to contact you on a number of occasions to help mediate the matter, but you refused to engage. Please confirm how you would like the information pertaining to my injury on your property provided to you so that this matter can be resolved.
  
  
  Consumer Response /* (3000, 14, 2022/11/30) */
  ***Document Attached***
  Attached are documents and photos which support the injury I sustained at Crofton Go-Kart Raceway on 8/13/2022. Furthermore, my husband and I are a respectable family. Other than Linked In, we are not on Social Media nor have we retained counsel in this matter. Therefore, your claims of harassment are unfounded. If outside individuals chose to reach out to your company regarding this matter after learning of this injustice, that is out of our control. I will look forward to hearing from you. Thank you.
  
  
  Business Response /* (1000, 18, 2022/12/12) */
  The complainant provided "parts" of supporting documents in lieu of the complete and signed documents necessary for us to evaluate & verify her submission. Please provide the complete "After Visit Summary" from 8/13/22 for your record #971100599 (particularly the "instructions for care" at bottom of document. The 8/13/22 "Verification of Treatment" for the same medical record was not signed or dated authorizing us to verify treatment, nor was the document from 9/7/2022. Please provide these documents in full and signed. We advise that if you can not provide the necessary proof, you should seek legal council.