Complaints

This profile includes complaints for Kissel Entertainment, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Kissel Entertainment, LLC

  3748 State Line Rd PO Box 132 Okeana, OH 45053-9506

  
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  Kissel Entertainment

  17606 US Highway 31 Clanton, AL 35045

  

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:07/21/2024

  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.

  The dates of transactions were July 18, 2024 and July 20, 2024. Kissel Entertainment LLC. Il has unsanitary food stands, almost no customer service, and biased workers. The workers who run the rides refused to tell us who was in charge. There is no one to prevent workers from letting their friends or random groups cut in front of customers who wait for hours. We went to the ***** ***** Festival they hosted in **** ****** ** twice and both were bad experiences. Thursday, 07/18/2024, the lemonade stand was covered in flies and larva. We noticed after ordering. When our drink was made, there were flies inside the lemonade. They wouldn't refund me until I complained to a manager after a the second cup had flies in it. It was infested so bad that new larva and small flies were on cups, the windows, and crawling into the icey machine. $10 for fly filled lemonade. Saturday, 07/20/2024, we paid $35 each for daily ride wristbands for three, $105 total. I sold things to afford them. We got in line for the ******* Boat ride a few minutes after 8pm EST. The workers allowed dozens of people in groups to cut in front of us as we waited in line for over 2, nearly 3, hours. No one we asked would ask them to go to the back of the line. We finally were boarding the ride and they closed and kicked us off. It was 11pm EST. I asked the worker running the ride who was in charge or how to file a complaint. No one would prevent other customers from getting biased treatment the 2-3 hours we waited, and they refused to tell me. When customers pay over one hundred dollars and wait nearly 3 hours they expect equal treatment to the rest of the consumers. Sadly, Kissel Entertainment does not provide good customer service, fair treatment, or sanitary food and drinks. The workers are allowed to let friends and large groups cut in line and no one is there to get hold of that situation or compensate when customers are mistreated. My child has type 1 diabetes also and felt sick by the time we left.

  Business Response

  Date: 01/17/2025

  Thank you for bringing these concerns to our attention. I want to sincerely apologize for any aspects of your experience that were not up to your expectations. We truly value your feedback and regret that your visit did not fully reflect the high standards we strive to maintain.

  
  We have strict protocols in place to ensure cleanliness and safety at all of our food and beverage stands. Our booths are inspected daily and regularly throughout the event, and we remain vigilant in maintaining these standards. While we recognize that outdoor events can present certain environmental challenges out of our control, we are committed to upholding the quality and cleanliness guests expect from us.

  
  Regarding wait times and line management, we understand that because of the popularity of our rides, lines can occur and extended waits can be frustrating. We continuously work to structure our operations efficiently and fairly for all attendees. Our ride operators are not local to the towns we serve, so there are no friends who are able to cut the lines based on familiarity. Our VIP Fast Pass option is available to provide shorter wait times for those who choose it, but we expect all ride operations to be managed professionally and equitably. We will ensure our team receives additional training to address guest concerns promptly and escalate issues appropriately when needed.
  Additionally, we regret if the location of our customer relations desk was not clear during your visit. This resource is present at every event specifically to assist guests with concerns. All employees are trained to immediately escalate any concern there. Moving forward, we will prioritize improving the visibility and communication regarding this service to ensure that all attendees have access to onsite support when needed.

  Your feedback is extremely important to us, and we are proactively addressing these areas to ensure a better guest experience in the future. We truly hope you’ll consider visiting us again and allowing us the opportunity to provide the enjoyable outing you and your family deserve.

  I would be more than happy to provide you with a refund. I understand the sacrifices and hard work people put in to providing their families with experiences. Please feel free to contact me at ###-###-#### on my personal cell to get this remedied immediately.