Complaints

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• Initial Complaint

  Date:08/07/2024

  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 8/3/2024 I purchased 5 fast pass tickets to the Runaway Mountain Coaster in Branson ********. The amount of total purchase was $162.50. Upon entering the fast pass line my family encounted a man who yelled at us asking if we had rode the coaster before. We said yes. The worker then proceeded to allow at least 5 families in the regular line to enter the ride. Once we were finally able to get on the ride the worker belittled and humilated my children as well as my husband and myself. He continued to angrily harass my children and tell them to hurry up he had people waiting. My oldest went first, and she forgot to grab her ticket from me before walking up, and he sarcastically said, "hurry up, I thought you've been here before." He yelled at my youngest to put her ticket away, which she didn't have pockets, so when trying to hand it to me I must have crossed the yellow line, to which he very angrily yelled to get back behind the line. The only thing he had said during that entire experience that was not spoken in a rude, hateful, or sarcastic tone was after he yelled at me to put my ticket in my pocket, which I did not have, so I put it in my shirt as a last restort and he made the uncomfortable, sexual remark, "well that works too." After exiting the ride and my youngest child being in tears throughout the whole experience I asked to speak with a manager. Before even finishing my concerns the manager on duty informed me he was aware of which worker it was and stated the worker had already recieved 5 complaints on the same day. The manager stated he had also previously spoken to the "higher **** in regards to his behavior and no action had been taken. I asked for a refund and was told he would pass it on to upper managemnt who would contact me. I called Sunday 8/4/2024 as well as Monday 8/5/2024 and had to leave a message on the prerecorded machine.

  Customer Answer

  Date: 08/07/2024

  8/6/2024 @ 5:56PM I recieved a return call from ************************* at Runaway Mountain Coaster. He listened to my concerns and stated he would talk with employees about the interaction as this was not good business practice. When I requested a refund, he stated that he could not refund me the fast pass amount. **** also stated he would have to talk with the manager on duty at the time of the incident to get "his side of the story." **** reports he was not made aware of my complaint nor the other 5 complaints that the manager on duty at the time had recieved. **** took my name and number and said he would reach out to the owner.

  Business Response

  Date: 08/27/2024

  On Monday, August 5th, I began to return calls from our company's answering machine of which *******'s was one and in which she had requested a return call.

  It was as this time she told me her daughter was upset about events that took place as well as some other concerns during their recent visit.  ******* told me she spoke with the manager on duty the evening of her complaint.  She stated that he apologized about the situation and that he would be speaking to me when I returned to the office.  During our conversation I informed her that yes, I would speak to the manager that was on duty when he came in for his next shift and that I would also speak with the employee involved if I deemed it necessary to make any disciplinary actions based on the information provided.  As our conversation was ending, she then stated she felt deserving of a full refund.  I responded that I was not able to provide a refund without fully researching the situation and speaking to upper management regarding the event.  I then informed her that if a refund were deemed appropriate someone would be in contact with her.

  During our phone conversation, *******'s initial complaint was about her daughter being upset and feeling she did not receive the service she merited.  Another verbal apology was given to address her feelings as the evening did not go as she had expected.

  After speaking to the night manager regarding this grievance it was found that an apology had been provided to address her feelings about the situation.  My conversation with the manager on duty during the event indicated that several details of the complaint were not discussed with him at the time of the incident and that the customer did not request any refund or compensation to be given by him at that time.

  That said, several points of note.  Our desire is that every customer has a positive experience at our facility and clearly we missed the **** in this case, we again apologize.  As a point of clarification, the event in question occurred during peak summer visitation so there were likely many customers at the facility at the time.  We do offer a faster line upgrade as stated and it does generally shorten the wait times meaningfully but the upgrade is not a direct path to the front of the line.

  Should the customer have wanted a refund, we generally allow unused tickets to be refunded at the time of purchase subject to our refund policy.  Again we apologize for not delivering the experience that the attraction strives to provide.