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:05/19/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 what was supposed to be the #1 dinosaur exhibit in the us but were totally dissatisfied. This was totally false advertisement. Half of the rides did not work. One of the t-Rex’s didn’t move at all like it stated, it was just stationary and basically a photo prop. They stated they had walking dinosaurs but they were plugged in and they stated they could take a group photo for us but that was it. The craft section was not as advertised either. It had a thing where you could dig out a fossil but not an actual craft. Then all of the dinosaurs were either broken or put together so poorly that you could tell it wasn’t real. It was totally a waste and falsely advertised. The website also stated that there is baby dinosaurs but they only ever brought one out in a hours time. In addition, the walking around dinosaur you could clearly tell was a person in a suit. It’s like they don’t care how falsely they advertise it because they offer no refunds no matter what. The company should be ashamed for leading people to believe it will be something it not.

  Business Response

  Date: 05/20/2024

  This customer reached out to the Jurassic Quest Customer Service Department with a complaint that mirrored her complaint submitted here. The situation was addressed by the Jurassic Quest Customer Service team and this customer was issued a full refund within 24 hours of reaching out directly to Jurassic Quest. The refund may take up to 7 to 10 business days to process back to the customer depending on their bank's processing speeds. Attached are screenshots of the customer's order, the refund process, and the correspondence with the customer showing the matter resolved. Employee names have been redacted for privacy concerns. 

  Customer Answer

  Date: 05/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:05/05/2024

  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 went to the Jurassic quest in Nashville. We are beyond disappointed. We drove 3 hours to take our children and the event was nothing as described on the website. The workers smelt of alcohol as they had been drinking. The rides were not charged and did not work. The jeep batteries were dead and we had to wait on those to be changed. There was nowhere for children to take off their shoes or put them back on for the jump house and the workers sat in their chairs while the kids had to sit on wet concrete to put shoes back on. The dinosaurs had tears on them and looked nothing like they do on the website. This was complete false advertisement. It should also be a safety concern to have vehicles exiting the raceway track where children are playing and walking to enter and exit the event. These dinosaurs are junk. They look like junk. We want our money back!! We will be writing reviews on this. It’s a shame families pay so much money for tickets to go and it be a complete disappointment.

• Initial Complaint

  Date:05/04/2024

  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.

  This events marketing is completely misleading & fraudulent.
  
  We spent $150 for 2 adults and 2 kids to enter, all to be completly disappointed and shocked by the lack of honesty in what was actually available and apart of that fee.
  
  The dinosaur statues were dismal, old, untouchable.
  
  The activities included in standard fair were pathetic, lines were 45-1hr waiting periods, no interactive dinosaurs occured, the digging experience was something I could have done at home in the cat litter box, the craft was a printable resource and paper plate.
  
  The cost for a dinosaur balloon was $30. There were 3 decrepent bounce houses all that were in grave condition. The sit on dino photo opp was a 35min wait all for someone to buckle my kid in and give them 30 seconds before booting them off.
  
  A pathetic and dishonest experience.
  
  Would never recommend, honestly cant get over how down right money theifing that was from families who just wanted to give their kids a jurrasic experience.
  
  The owner and those who allow this to come to Vancouver should be ashamed

  Business Response

  Date: 05/05/2024

  Thank you for sharing your feedback with us. We’re very sorry to hear that your experience didn’t match your expectations, but we greatly appreciate you bringing this to our attention. We always aim to deliver a great experience, and we work very hard to bring a quality family event to people all over North America. We appreciate you informing us of your experience so that we can make the necessary improvements to our event. We hope that you will give us another chance in the future. 

• Initial Complaint

  Date:03/05/2024

  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.

  Hello, to whom this may concern
  
  We bought tickets to bring our 9 year old twins. The advertisement shows a different image as to what was offered to us. I was very disappointed that a ride that's for toddlers was considered and listed as a ride? The other ones were pretty much a joke also. This is so unethical and misleading. I would like a refund because we paid 36.00 for two kids and there was nothing for them to do although we bought the KIDS UNLIMITED ADMISSION think this would be fun and we spoke to the representative while standing they to buy tickets online.
  
  Sincerely,
  Mo Andrews

  Business Response

  Date: 03/05/2024

  We are very sorry to hear that you and your family had a poor experience at our event. We have all attractions, amenities, and activities as advertised on our website and Facebook page, including our dino exhibit, stationary dinosaur rides, walking dinosaur rides, dino inflatables, fossil digs, excavation station, crafts station, the quest, rope a raptor, cinema, raptor training experience, baby dino, and more. Our intentions are to provide a quality family event to people all over North America. We set a high standard for ourselves and we’re so sorry to hear that this was not met in your experience with us. We hope you will give us another chance in the future. Due to company policy, tickets are nonrefundable unless in the case of a cancelled event. This is posted at point of purchase, and customers are required to agree to our policies in order to purchase tickets. 

• Initial Complaint

  Date:08/05/2023

  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 two tickets to Jurassic Quest in Portland Maine on August, 3rd. The total came to $92. I have contacted customer service and gone back and forth with them and have exchanged over 10 emails. They have lied about the situation, told me what I was saying to them was wrong when I have video proof and multiple witnesses, and they have refused to refund my tickets based on their false advertising. On the companies Facebook page and website, it says there are multiple different rides including “stationary dinosaurs” that move their heads, and “slow moving dinosaurs”, a dig station, etc with photos of what each should look like. At the Portland location on august 3rd, the slow moving dinosaurs were having technical difficulties to where the attendant had to keep picking it up to hold it so it wouldn’t hit people which it did multiple times in front of us. The stationary dinosaurs were not operational for whatever reason, however, there was no information posted about that online rather the company was sharing photos of this ride as it was supposedly “coming to Portland” but they did not. The “dig station” on their website shows a large structure where kids can “dig for fossils”. The one at Portland Maine was paper plates on a folding table that had sand in them for kids to put their fingers in. When I told the customer service manager about the stationary dinosaurs being out of service with no warning, she said it was due to thunderstorms on august 3rd. The weather was beautiful and sunny that day with no anticipation of thunder. She also told me no rides were broken and all are fixed immediately if they have issues. I told her there are other reviews online saying the slow moving dinosaurs have been broken for multiple locations so that is a blatant lie. She refused to refund me despite my evidence and facts of the situation. There are other reviews saying some people worked the event and never got paid as well. This company needs to be investigated.

  Business Response

  Date: 08/05/2023

  We appreciate you reaching out to us to inform us of your experience. We strive to make every customer experience enjoyable and we’re very sorry to hear that this was not your experience with us. We offer all attractions, amenities, and activities as advertised. Our customers are very important to us, as is our customer feedback. Our only intention is to provide a quality family event to people all over the country. Your feedback will be forwarded to our management team to ensure the necessary improvements are made. We hope you will give us another chance in the future. Due to company policy, tickets are nonrefundable unless in the case of a cancelled event. This is posted at point of purchase, and customers are required to agree to our policies in order to purchase tickets. 
  

• Initial Complaint

  Date:07/18/2023

  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.

  - False Advertisement
  - Adequate Staff professionalism from start to finish
  - Low quality of the event.
  - The advertised attractions were not adequately represented, and the lack of attention to detail was evident throughout.
  
  -The exhibits appeared hastily put together, with subpar craftsmanship and minimal interactivity.
  - Many of the displays were incomplete or malfunctioning, which detracted from the overall experience.
  - overpriced for what was offered

  Business Response

  Date: 07/18/2023

  We are very sorry to hear that you and your family had a poor experience at our event. Our intentions are to provide a quality family event to people all over North America. We offer all attractions, amenities, and activities as advertised. We set a high standard for ourselves and we’re so sorry to hear that this was not met in your experience with us. Your feedback helps us improve our event, so we greatly appreciate you reaching out to inform us of your experience. We hope you will give us another chance in the future. Due to company policy, tickets are nonrefundable unless in the case of a cancelled event. This is posted at point of purchase, and customers are required to agree to our policies in order to purchase tickets. 

  Customer Answer

  Date: 07/18/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  Clearly in the email response, the company acknowledged the poor and unsatisfactory service but still insists on the fraudulent company policy of no refund. There were no mention of the policy upon the ticket purchase when we entered the building, nor anyone stated anything about the engagement policy and ticket purchasing. We were not provided with any information before ticket purchase. The company response is not satisfactory until issue of full refund. 
  
  
  
  Regards,
  
  
  Mark *******

  Business Response

  Date: 07/18/2023

  We are very sorry to hear of any inconvenience. Our event offers all attractions, amenities, and activities as advertised. Our policies are posted at point of purchase, and customers are required to agree to our policies in order to purchase tickets, to ensure that customers are aware of our policies before purchasing. Our policies are posted at the gate of the event, as well as in several places on our website. Tickets are nonrefundable unless in the case of a cancelled event.

  Customer Answer

  Date: 07/18/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Policies are not posted anywhere for the public to see. We were there and nothing was provided to us or available to read. My complaint is still stand until I receive a full refund regardless any excuses presented by the company. 
  
  
  
  Regards,
  
  
  
  
  
   
  

  Business Response

  Date: 07/18/2023

  Our policies are posted at the gate, as well as in many places on our website and throughout the purchasing process. Tickets are nonrefundable unless in the case of a cancelled event. 

  Customer Answer

  Date: 07/18/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  
  Regards,
  
  
   
  

  Business Response

  Date: 07/18/2023

  We offer all attractions, amenities, and activities as advertised. Our policies are posted before customers purchase tickets, and customers are required to agree to our policies in order to purchase tickets, to ensure that customers are aware of our policies before purchasing. Tickets are nonrefundable unless in the case of a cancelled event. 

• Initial Complaint

  Date:07/16/2023

  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 Attended jurrassic quest event with my family on July 14th 2023 in allentown PA, i found out about it off of their advertised video online. I paid $92.22 to enter the event and tickets are non refundable. When you enter the event it looks absolutely nothing like what they advertise online. This business is conning people with their videos and pictures. This business should be shut down, they are robbing people of their money. An advertisement should not be misleading. This business is a fraud and the people should know about it. Anytime a bad review is left online they block the person so the message doesn't appear therefore the people can't be warned ahead of time not to fall into the trap of their misleading advertised video. This business is conning people out of hundreds of dollars and nothing is being done about it. When I tried to contact the business about their misleading false advertisement they simply said sorry your experience didn't match your expectations, when infact they are the ones not meeting the peoples expectations that is expected based off their advertisement that is complete bogus. They need to be investigated and shut down. It's not just adults being scammed the kids are also being mislead and that's just wrong in every way.

  Business Response

  Date: 07/16/2023

  We appreciate you reaching out to us to inform us of your experience. We strive to make every customer experience enjoyable and we’re very sorry to hear that this was not your experience with us. We offer all attractions, amenities, and activities as advertised. Our customers are very important to us, as is our customer feedback. Our only intention is to provide a quality family event to people all over the country. Your feedback will be forwarded to our management team to ensure the necessary improvements are made. We hope you will give us another chance in the future. 

• Initial Complaint

  Date:07/15/2023

  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.

  The event we attended in Allentown Pa was a complete false advertisement we spent 86 dollars on tickets alone for an event that was in a fairground complex that resembled a warehouse inside. The attractions advertised were not all there and the ones they had were in disrepair. They allowed over crowding and advertise 1-2 hours to do all the events. We were there for 4 hours and only able to go on one attraction which was 30 seconds. We waited approximately over a hour for this ride. The staffing was not friendly minus 4 gentleman operating the one ride. We had to wait 56 minutes to enter after being in a waiting area with 2 fans blocked by staff. When we reached out to customer service the response received was a generic thanks for the info but unless it was cancelled we will not refund anything. The entire experience was a scam.

  Business Response

  Date: 07/15/2023

  We appreciate you reaching out to us to inform us of your experience. We strive to make every customer experience enjoyable and we’re very sorry to hear that this was not your experience with us. We offer all attractions, amenities, and activities as advertised. Our customers are very important to us, as is our customer feedback. Our only intention is to provide a quality family event to people all over the country. Your feedback will be forwarded to our management team to ensure the necessary improvements are made. We hope you will give us another chance in the future. Due to company policy, tickets are nonrefundable unless in the case of a case cancelled event. This is posted at point of purchase, and customers are required to agree to our policies in order to purchase. 

  Customer Answer

  Date: 07/17/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  
  The attractions listed were not present and falsely advertised. That is the same response copied and pasted I received when reaching out to customer service Kelsey. 
  
   
  

  Business Response

  Date: 07/21/2023

  We offer all attractions, amenities, and activities as advertised. Our policies are posted before customers purchase tickets, and customers are required to agree to our policies in order to purchase tickets, to ensure that customers are aware of our policies before purchasing. Tickets are nonrefundable unless in the case of a cancelled event. 

• Initial Complaint

  Date:07/08/2023

  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.

  On July 8, 2023 I purchased 5 tickets for the Jurrastic showing in Austin TX. After submitting payment I realized. It was for the incorrect date. Then sent an email requesting to exchange to the next date showing. I received a response from Kelsey B from customer service stating that I wouldnt be able change the date. I explained to her I literally just paid for the tickets and I wasn’t requesting a refund just to be able to go the next date. I paid $161 and hate for my kids not to be able to go due to an error and to please provide me with a supervisor contact. She said she was the manager and i wouldn’t be able to exchange. I have since sent several email after with no response. I even ask if she has stopped responding. My kids really wanted to see the showing unfortunately they won’t be able to go and I am now out of 161

  Business Response

  Date: 07/08/2023

  We are very sorry to hear that your experience with us so far has not been a positive. Our policies are posted before customers purchase tickets, and customers are required to agree to our policies in order to purchase tickets, to ensure that customers are aware of our policies before purchasing. Your tickets have been switched in our system to Sunday. Your ticket confirmation email was resent. 

• Initial Complaint

  Date:06/14/2023

  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.

  We spent no more than 20 minutes there and that was because it was so packed we couldn't move. There was no baby Dinos no interactions no rides that were age appropriate. We did nothing there except carry strollers up stairs and get pushed around. This was not for Lil kids as it advertised. It specifically said 2 year olds no not in the least. I feel that it's false advertised in ever way. We were robbed and I immediately tried to contact someone and was told no refunds and then I was ignored I asked to speak to someone and they blocked me. Why do they get to keep my money I worked hard for? There was nothing they advertised and this was not age appropriate as they advertised..why is this legal? Also we drove an hour to get there only to leave in tears. Can someone please stop these crooks. Thank you

  Business Response

  Date: 06/16/2023

  We appreciate you reaching out to us to inform us of your experience. We strive to make every customer experience enjoyable and we’re very sorry to hear that this was not your experience with us. We are sorry to hear that you do not feel our event was as advertised. We offer all attractions, amenities, and activities as advertised. Our customers are very important to us, as is our customer feedback. Our only intention is to provide a quality family event to people all over the country. We hope you will give us another chance in the future. Due to company policy, tickets are nonrefundable unless in the case of a cancelled event. This is posted at point of purchase, and we do apologize for the inconvenience.