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:03/24/2025

  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.

  Date of incident:
  
  Saturday, 3/15/25, Disney on Ice.
  
  Attended this event with my family, on our way to our seats there was a large spill of some substance covering the entirety of the steps making it unavoidable to continue down the stairs. We passed the spill and got to our seats. Sat down for approximately 15-20 minutes when I left my seat to go get some food and drinks for my family. The spill was still very evident at this time.
  
  Continued to purchase food and drinks waiting in line for approximately 20-25 minutes, then returning to my seat just before the show was about to start. On my way back to my seat with my hands full of food and drinks, I slipped and fell on the concrete stairs hitting my lower back directly on the edge of the step. My food went everywhere, my clothes covered in sauce and drinks. I was helped up by concerning patrons as they quoted "Wow, that was a very hard fall"
  
  I then proceeded back to my seat to explain to my family what had happened, then I rushed to the restroom to get cleaned up as best i could before returning to replace the food and drinks that i lost. I mentioned this incident to the Usher staff member who seemed unconcerned of the situation, I mentioned it to the food and beverage staff who also mentioned there is nothing they can do, and so at that time considered it a total loss.
  
  Upon returning to my seat, there was a janitorial staff member cleaning the original mess along with my now additional mess, that someone mentioned they had to raise quite the concern in fear they would have also fallen themselves risking much further injury then what I had experienced.
  
  I personally contacted the event center the next Monday morning as it was the next time the office staff was available. I called seeking a resolution which they sternly advised there is likely nothing they can do but would check with their legal team and call back, which they never have.

  

  Business Response

  Date: 03/25/2025

  First off, we once again would like to apologize for the inconvenience caused by this incident. You are correct in that we don't compensate food and when we first spoke on the phone that is the usual route that we take in these instances, as it is much easier to resolve food issues the day of an event with Guest Services. I did not have time before the conversation ended to have further researched if there were any exceptions to this rule, so i apologize for the breakdown on this end as well. Our call was disconnected too quickly that I did not take down your entire number but had left information with our receptionist if you were to call back. Similarly, we are having a hard time finding any record of the fall, as there was not an incident report submitted of it during the day of the event. Do you recall speaking with anyone on site and asking for assistance at the time so we can follow up to understand what, if any action was taken by staff members at that time. We are unable to grant the $1,000 lump sum as it exceeds the concessions bill. If you'd like to continue speaking with me directly you can reach out to me at my work email ********************** or my work cell ************ (this is easier than patching through from the front).

  

  Business Response

  Date: 04/08/2025

  ********
  

  We’d like to clarify that we weren’t necessarily seeking witnesses to verify your account—we understand you were likely in a hurry and acting quickly. Our goal was simply to understand where things might have gone wrong. Could you recall or describe the staff member you interacted with? If we missed it, could you also let us know approximately where the incident occurred? This would help us narrow down which staff member might have been involved. If you're unsure of the counter name, an approximate concessions location would be helpful, so we can reach out to that team directly.
  
  As we mentioned earlier, it’s typically best to address these matters on the day of the event to ensure we can resolve them quickly and effectively. We’d appreciate the chance to follow up and understand if there were any areas where our staff could have done better. We recognize you were in a rush, but addressing concerns the same day usually helps us identify the right staff member and find a solution.
  
  Please feel free to respond here, or contact me directly using the information I previously provided. I also recall we were perhaps unintentionally disconnected during our first conversation, and I understand that when emotions run high, it can be challenging to resolve matters immediately, especially when they require follow-up. So, we appreciate your patience and look forward to any further details you can provide.

  Customer Answer

  Date: 04/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: MECA is not only extremely delayed in their response time but they are now moving on to how they can correct their behavior for future incidents at their venue. That does nothing to solve my problem and resolve my frustration. 
  

  I don’t plan to visit the venue anytime soon and have informed some of their sponsors as such so corrective action doesn’t equal a resolution in this case. 
  
  
  
  Thanks,
  
  
  
  Brandon