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:02/24/2024

  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.

  We attended Rolling Hills tonight. We were a group of 5. Owner Sharon C**** forced us to leave after she accused us of “smelling like pot”. Her words exactly. She had no reason to believe any of us had smoked besides simply having a waft of it on our clothing allegedly. Suspiciously waiting to tell us to get out after we signed the waiver. We drove close to an hour and a half and are all broke college students. In my opinion, she targeted us as young adults and took her opportunity to grift. All together she collected close to $250 from us and flat out refused us a refund. This was not my first time attending this establishment, I’ve seen her be abrasive and rude to customers multiple times now and kick others out for doing less. She’s lost a long time customer and someone who’s spoken so highly of her facility in the past.

  Business Response

  Date: 03/12/2024

  As per the event information for the date February 24, 2024 - ******************************************************* it clearly states Rolling Hills Asylum's Zero Tolerance Policy with a link to the establishments Rules - where it states it again - ************************************************************  The purchaser of the tickets - ***** *********  before actually being allowed to purchase tickets - acknowledged in the pre-purchase questionnaire - that she read the Rules, agreed to have all her guests read the Rules, and she also agreed right in this pre-purchae quesionnaire - to our establishments Zero Tolerance Policy. Further more, ***** ********* and each of her guests: ******* *******, ***** ******, **** ******, ***** *********** all agreed to these terms in individually submitted Registration Forms (See all docs attached - if you need ******* ******** ***** ******* **** ******* ***** *********** Forms - ask - I will submit them- there wasn't enough space to submit all the back up documentation). Rolling Hills Asylum had 26 guests and one crew member on February 24, 2024.  Once guests were checked in they were seated in the orientation/gift shop area.   I - the owner finished outside and walked in the Orientation/Gift shop - only to be greeted with the overwhelming stench of marijuana.  The group in question was sitting approximately 25 - 30 feet from the rooms entrance.  I immediately walked over to the the group - and the stench was worse. I confronted the group in front of all the other guests and RHA crew person - and said I smelled  pot (marijuana) and they group admitted they had smoked "earlier".  I have no idea when- and honestly didn't care - they reeked like I just walked into a 1970's party basement. Due to the nature of the event - a ghost hunt - in a 60,000 sq ft with 14 separate flights of stairs darkened building (people do have flashlights and there are emergency exit lights) they being under the influence of any substance (in this case marijuana - but it wouldn't matter what substance - alcohol included) they were unsafe to themselves and the other guests.  In addition - other guests AND my crew member agreed they too smelled the marijuana stench coming from that group and were grateful I didn't allow people who were suspected to be impaired stay and that RHA enforces the safety rules of the establishment.  It is Rolling Hills Asylum crew and management to enforce ALL safety Rules of the establishment - regardless of the age of the patron.   Rolling Hills Asylum does NOT enjoy asking guests to leave the premesis but must do so to protect other patrons, RHA crew, the property etc.  Rolling Hills Asylum stands by our NO Refund Policy - as agreed to by purchaser and every guest of purchser. 

• Initial Complaint

  Date:05/13/2023

  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.

  I purchased tickets for a ghost hunt at Rolling Hills Asylum for May 13, 2023. Four tickets for myself, husband, and 18 year old son and daughter. I made the purchase online and I had to fill out quite a bit of information for each of us, name, address, date of birth, date of event, how we heard about it, etc. Then there was cell phone number and email address. I, being the purchaser, tried to leave email and cell phone blank for my husband and kids, but the form would not submit with those being blank. My husband and I share an email and my kids don't have one. Additionally, my husband only has a work cell phone which he can't pass out the number and my kids do not have cell phones. Therefore, I filled those blanks with my email and my cell phone number which was obviously duplicate information. The form then submitted, and I was taken to the payment page. SO, I was able to make the $276 purchase with ONE email and ONE cell phone number for the FOUR of us. The owner then demanded that I provide a "unique" email and cell phone number for each of us or "we would be turned away at the door". She also stated, "NO REFUNDS". She basically called me a liar when I tried to explain that to her, telling me that "in this day and age, EVERYONE has email and a cell phone". I feel as if only ONE email was an issue, then the payment should never have gone through, but she now has my money and is being absolutely ridiculous telling me that my kids need their own cell phone numbers and email accounts to take a tour of an old building. I feel as though her website is designed to scam people. On a side note, no one under 14 is allowed to go there, but after having this issue with her, I decided to try to buy a ticket for my 12 year old, and sure enough, the website allowed me to submit his information and asked for payment. So, she would have gladly taken payment for a 12 year old and then denied him access if I had shown up with him. She is deliberately trying to cheat people.

  Business Response

  Date: 05/15/2023

  Link to Rules & FAQ - ********************************************************************************** Link to Event Ticket Page - ****************************************************** I sent this email to Mrs. ****** on May 12 at 6:45pm (see attached) after she continued to be rude and beligerant. "Rolling Hills Asylum requires everyone over 14 years old to complete their own REGISTRATION FORM (https://www.************************************************)  with unique email and cell phone, correct birthdate and correct event date. This is to provide assurance to the insurance company as confirmation that everyone in attendance has READ and AGREED to the Rules of the Establishment before arriving on the property. The Registration form is part A and when people arrive, everyone must then complete part B Insurance liability waiver, with photo ID included on the form and a signature. " I sent the above explanation to the customer (see attached document0.  They proceeded to send me insulting, hostile, aggressive threatening emails. At this point, I exercised my right as a private owner to deny all four of the adults (yes - her "kids" are 18 year old adult twins with a birthdate of April 12, 2005) entry and refunded their money (as was requested)  at 2:30am on May 13, 2023  ( 14 hrs after Mrs. ****** requested the refund and 16.5 hrs prior to the event). Yet at 11:15am - Mr. ****** left me another harassing and threatening voice message (see attached). Neither Mr nor Mrs. ****** even bothered to check for a refund - they were just hell bent on fighting with me at this point.  The point is - their money was refunded not only due to their request - but because they refused to follow the rules of the establishment - which by the way all 20+ other guests that night and all nights for the last 13 years- have no problem doing. Sharon C****, Owner Rolling Hills Asylum 

• Initial Complaint

  Date:10/22/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 purchased tickets to do a asylum tour at the facility, we paid 135 and some change for 2 tickets and my daughter bought 2 as well so there was a group of 4 of us when we got to the facility and was about to enter after being searched thoroughly we were basically verbally abused by the owner Sharon, she started yelling and losing her s*** stating that 1 of our members smelled like marijuana, mind you we were outside amongst of at least 20 people, she had no proof And embarrassed us immensely She threatened to call the police on us as we were in the parking lot trying to figure out what to do and we were completely astonished at her behavior, her security guard came out to let us know she is about to call the police on us and he also stated that this is how she is and quite frankly she's a b****. Based on looking at Reviews of the facility Sharon has been scamming people for quite some time and has been getting away with it