Complaints

This profile includes complaints for Chattanooga Ghost Tours, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Chattanooga Ghost Tours, Inc.

  4438 Kings Lake Ct Chattanooga, TN 37416-2809

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  Chattanooga Ghost Tours, Inc.

  3144 Waterfront Dr Chattanooga, TN 37419-1535

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:09/26/2022

  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.

  09/24/2022, $59.81, A fun and safe experience “ghost hunt” for ages 18+. It wasn’t fun or safe. Was told that the event was the most scariest attraction and and was not. I was not scared I was more irritated if anything. The guide was rude. In the beginning he has a prayer and said if you don’t believe in “God” I don’t care. That’s rude not anyone should say that in a place of business also online it doesn’t say anything about a prayer being done. He also stated if anyone had an issue about a topic sexual to say something. The entire group said that they were not okay with it. He continued, why ask if where going to be am offended if one is not going respect the acknowledgment of offense. I received an email as a receipt and it said if there was any issues contact the business. Which instead of calling after 1am I chose to wait until 10 an hour to call. I called got ahold of an AMY and was told that she didn’t think I should get a refund because it’s not her fault their wasn’t any activity. She just hung up the phone on me and blocked my phone number from calling.. She stated “ do you think I give refunds Everytime someone isn’t happy” and I stated “ it customer satisfaction is what matter. My experience has nothing to do with the next person”. The fact that online it doesn’t say we have a 10 min separating break in a unlit environment I informed the guide we didn’t have any lightening or phone’s, he walked away. While walking I stepping a spiderweb or whatever it was the guide laughing also their were pot holes and I step into 2 nearly hurting myself. If it was for my friend catching me I would’ve broken my leg or ankle. I’m sorry I just didn’t like the experience and explanations from the guide sound rambling. I’ve called numerous of times my number has been blocked the business has not and will not assist me. I very frustrated I was wanted to have fun and it wasn’t.
  
  Booking #*********

  Business Response

  Date: 09/26/2022

  I have been in business since 2007 and never have I received such an incoherent series of phone calls and voicemails as from this person. She called 9 times on my business phone before I finally blocked her, and then called 5 more times on that line using "No Caller ID." She did not leave any messages on those. She also called my personal line (which number is on my business answering machine) 3 times using "No Caller ID," leaving 2 lengthy but incoherent messages.
  Let me say this was clearly a case of a date gone wrong, where her partner wanted to do the ghost hunt and she did not. Her partner had a ball, expressed profuse thanks at the end of the tour and said what a great time she had, used our thermal imager and got some great results, laughed and asked to be smudged twice at the end of the ghost hunt so she would be "extra clean" goiing home. After speaking with my guide, it sounds like her partner was a delight.  This woman on the other hand was quiet, nonparticipative, and somewhat sullen throughout the hunt. My guide repeatedly asked her during the hunt if she was okay, and she answered that she was fine. (She acknowleged this in one of the messages she left.) Regarding her statement in the cemetery, while practically all our guests bring cell phones and use them as flashlights (as well as cameras) in the cemetery, she DID say she did not have a cell phone. However, instead of remaining with my guide, her partner wanted to explore the cemetery, and she chose to go with her. 
  Contrary to what she said in her complaint, she acknowledged in our phone conversation that there WAS activity and responses from the equipment, but it was not "what she wanted" and she did not find it scary. When they called before the tour, I told them the exact same thing I tell everyone inquiring about the hunt- it is the creepiest thing we do because it is the only thing we do that goes into a cemetery, that it is not about the stories and the history like the tour but rather about the experience, that it is the only thing we have that is ages 18+ only, and that it is the smallest group (10-11 people) of any of the things we offer. I am sorry it did not meet her standard of "scary", but nothing was misrepresented. Further, they booked online and so would have gone to a page with a description of the hunt before booking, whether or not they chose to read it. I did tell her that I could not control the ghosts and therefore the amount or type of the activity that occurred. She repeatedly kept saying in the phone call, "I did not like it, uh uh, no way, mm mm," and that she wasn't happy because she didn't like "the little boxes" (the equipment), things of that sort.  Oh, and she also said the bugs were bugging her in the cemetery. Finally, when it was clear she was not going to elucidate further, I did say that I do not give refunds just because someone says they did not enjoy themselves. She responded "That is part of customer service. It's like in a restaurant where you don't like your food and send it back and they refund you." At that point, I had a pretty good idea of the kind of person I was dealing with and aked, I bet you send back food in restaurants all the time, don't you?" To which she responded "Yes, and they...." at which point I cut her off and said that was all I needed to hear, and I did hang up on her, because it had not even been a conversation, it was just her rambling about how she did not like it.
  
  This particular guide is one of the nicest people you could ever hope to meet, I have known him for many years, and have never once heard him be rude to anyone. He does say at the beginning of the hunt that he is going to say a prayer, and that if anyone doesn't believe in God or does not wish to participate, that's fine. The VAST majority of our guests are very appreciative of that, and no one has ever been offended before. It is a very short prayer, and at the end of the hunt, he does what he calls an "imprecation", where he tells the ghosts they are not allowed to go home with any of our guests- EVERYONE always appreciates that.
  
  Regarding what she is claiming was a "sexual" story- a while back, we had a girl with an absolutely blank "dead" expression, completely nonreactive, wearing a see-through dress or shroud, barefoot, walk right through the middle of our group into the cemetery, where she disappeared in front of our guests' eyes. Also he tells people not to try to get offensive with the ghosts, because they may reciprocate, and told about one of our ghosts calling a lady "slut" after she yelled at it. He had asked if anyone would be offended if he told them about some things that had happened on the tour involving a half-naked ghost and some sort of offensive language, referring to those stories, and NO ONE, including this lady or her partner, objected (and they were not offensive stories).
  
  So to sum up, as I said, her partner had a great time and this lady showed up determined not to have a good time, and made sure she didn't. It is like going to a movie and saying at the end that you want your money back because you did not like the movie. I am sorry that she did not have fun on her date, but we did nothing wrong and I do not think she deserves a refund.

  Customer Answer

  Date: 09/26/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Do not approve. Reply was based off assumptions.
  
  
  
  Sincerely,
  
  
  
  ******* ****

  Business Response

  Date: 09/27/2022

  We allow cancellations with refund up to 2 hours before the ghost tour or hunt, but otherwise have a no refund policy. This is a case of buyer's remorse, in that complainant never wished to go on the tour but her partner did, so instead of not going, she is seeking a refund after the fact.