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:05/27/2023

  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 paid almost $300 to take my family to this event. They upcharge for a "all day ride pass". It's an extra $15....the "rides" were 4 nasty bounce houses with bandaids on the ground...2 bounce houses were for ages 2 and under so we couldn't even use them. They have 5 ride on dinosaurs that barely moved at a turtles pace, and 3 out of the 5 didn't work. Their anamatronics were missing parts and had broken pieces, tails were falling off and some didn't move like they were supposed to. Their "paleontologist " when asked questions told us and others to go look it up on Google. I have been emailing the company and they just send me a generic copy and paste message I have seen them reply to people on the socials. I have asked for someone to message me back without the copy and paste to try to rectify the problem, and they sent me back an all caps lock email telling me there is no one above them, they are the head honcho and don't try to go any further. I reached out on Facebook and on Instagram and recieved the same messages just copy and paste to me. I left reviews to warn others and they proceeded to block me, and apparently others who leave poor reviews. They will not answer my emails. This is a terrible way to run businesses. This is robbery of hard earned money, they should be ashamed of themselves. The event is worth maybe $10 tops. They definitely don't provide what they claim to.

  Business Response

  Date: 05/27/2023

  Thank you for sharing your feedback. We’re very sorry to hear that your experience didn’t match your expectations. We provide all attractions, amenities, and activities as advertised. Our rides are our dinosaur rides (we have both Walking Dinosaur Rides and Stationary Dinosaur Rides), which you can find photos and an explanation of on our website and Facebook page before purchasing tickets. We also offer a wide range of inflatables (a majority of the inflatables are for children that are 10 years old and under, and these weight and age limits are posted on our website as well - before purchasing tickets). We also offer a wide range of activities including fossil digs, excavation station, crafts station, and more. You can find all of this information on our website before purchasing tickets. 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. Due to company policy, tickets are nonrefundable unless in the case of a cancelled event. This is posted on our website before customers purchase tickets, and customers are required to agree to this policy in order to purchase tickets, to ensure that customers are aware of our policies before purchasing. 

  Customer Answer

  Date: 05/30/2023

  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.  
  
  
  This is the exact same message I have recieved on ********, email, ********* and other forums. I want some real communication. 
  
  
  
  Regards,
  
  
  
  
  
   
  

  Business Response

  Date: 06/06/2023

  We provide all attractions, amenities, and activities as advertised on our website and our Facebook page. Tickets are nonrefundable unless in the case of a cancelled event. Our policies are posted before customers purchase tickets, and customers are required to agree to our policies in order to purchase tickets by checking the box next to our policies, to ensure that customers are aware of our policies before purchasing. 

• Initial Complaint

  Date:05/02/2023

  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.

  Good afternoon,
  
  I purchased two tickets to the Jurassic quest in Charlotte for 4/29/2023. We went to your event which states to expect 1-2 hours at the event to be able to do everything. Well we first had to wait over 30-45 minutes just to get in. Your representative Brittany advised you oversold the event. Once we finally got in we were in shock, 30 minute lines for bounce house and an 1.5 hour wait to sit on a dinosaur. Nonetheless your advertisement of 1-2 hours at the event was just waiting in lines. My five year old was very upset as after three hours he was able to go on the bounce house twice and sit on one dinosaur. We were unable to see your live event, ride other dinosaurs, use the other bounce houses. The line where to buy a souvenir was so long we couldn’t bare another hour wait.
  
  Disappointed is not even the word to describe this experience.

  Business Response

  Date: 05/05/2023

  Hello Ashlee. We appreciate you reaching out 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. Our customers are very important to us, as is our customer feedback. Our event offers all attractions, amenities, and activities as advertised. Our only intention is to provide a quality family event to people all over the country. We are very sorry that you had a poor experience with us. 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 this policy in order to purchase tickets. 

• Initial Complaint

  Date:05/02/2023

  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 purchase tickets for this “show” Order #: VTM-WQS-RPPH
  Purchase Date: Friday, 21 April, 2023 total spend on tickets was $91.91 I contacted customer service because no one was was able to help at the event. I requested my money back since my son wasn’t able to do the rides due to the lack of organization of this event. I paid extra for his ticket so he could ride every thing but it was impossible, waited about 3 hours total to see if he could get on a ride but to my surprise the “ride” lasted only a 30 seconds he only sat on a dinosaur that it was supposed to move and it didn’t move. They bounce house waiting time was about an hour plus for also only 30 seconds to a minute. This company is stealing people’s money. They offer a good event with great things for kids and it’s a total rip off!! I contacted the customer service and they said they policy don’t do refunds but it also states in their website a great time for kids and they offer an experience that they don’t provide!!! My son was so dissatisfied with the show since we couldn’t do anything. After waiting for over an hour for a ride the person working said that the dinosaur batters were about to die. I believe that we deserve our money back due to the fact they lie on their website about this been a well organized and fun experience. I’m his company is taking advantage of people and the lie with their advertising. They are so sneaky that you can’t even provide a feedback or a google review. The only thing I got from their customer service “manager” is that they are sorry and to try them again didn’t offer anything I won’t pay for another terrible experience. I deserve my money back!!!

  Business Response

  Date: 05/05/2023

  Hello. We apologize that your experience with us was not a positive. Our customers are very important to us, and our only intention is to provide a fun and safe family experience for everyone in attendance. We work very hard to bring our event to people all over North America, and we are always working on making improvements to our events so we greatly appreciate your feedback. We are saddened to hear that you do not feel our event was as advertised, and we offer all attractions, amenities, and activities as advertised. We take all customer feedback into consideration when making changes to our event, and we appreciate all of the feedback that we receive. We are very sorry again that you and your family did not have a good experience at our event. 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 this policy in order to purchase tickets. 

  Customer Answer

  Date: 05/09/2023

  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.
  I’m not satisfied because the company is taking advantage of people by offering an entertaining event with tons of options for kids when in reality they are not doing it, It’s false advertising!!’ I want to let other people know about my experience so they don’t get ripped off like we did (they don’t aloud reviews on their page) We bought 3 tickets and pay extra money for my son to ride other activities and he wasn’t able to do it due to their disorganization. If you offer entertainment and you can’t provide this due to the lack of organization and that’s your company’s fault not mine , the customers deserve their money back. They keep talking about their policies but on the other hand they are lying with false advertising and so far I know that’s illegal.  If I didn’t get a service that I paid for I need and deserve my money back. 
  
  
  
  Regards,
  
  Ryan *****
  
  
  
   
  

  Business Response

  Date: 05/15/2023

  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 are sorry to near that you feel our event was not as advertised. 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. 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:04/11/2023

  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 have been waiting to bring my 2 granddaughters that are 4 yrs old for over 4 months now. I was so looking forward to this and it was extremely disappointing for all involved. I paid almost $300 to just walk around. I was expecting several rides AS DESCRIBED, there was only 1-which in order to ride a dino, we would have had to stand in line for prob an hour for them to sit there for a minute tops! The line for the bounce house was even longer-and we saw no area that was feeding or petting the baby Dino’s! The concession stand was a joke with microwaved hotdogs and chicken nuggets that were still somehow cold and warm bottled water with only about 5 tables to actually sit at to eat, which had never been cleaned off. There were no other areas to sit with these little kids to regroup! The gift shop was a table lined up in the middle of the room and we paid over $100 for 2 stuffed animals a bubble wand. I paid to UPGRADE my children's tickets (2 kids that had just turned 4 and a child that had just turned 2 in Feb) to include "ALL THE RIDES", which turned out to be 1 ride and 2 bounce houses. You even charged extra for a picture in front of a green screen that we would have had to buy a separate ticket for! We watched the kids that were on dinos "riding" them. Those kids got to "ride" for approximately 45 seconds before pulling them off. To stand in line for 45 minutes to an hour for a 45 second "ride" is ridiculous! Especially for the age group that this venue is geared towards.
  The only activity they could actually do was the fossil digging, which you had someone taking the time there sweeping up around the outside of each digging area but not covering the exposed fossils back up even just a little bit (which would have taken another minute to do) to give the next group of littles the excitement of uncovering anything! No Dino Interaction!
  I asked for a full refund of purchase price through email but got a rehearsed response regarding their purchase policy-RIP-OFF!!

  Business Response

  Date: 04/14/2023

  We apologize that your experience with us was not a positive. Our customers are very important to us, and our only intention is to provide a fun and safe family experience for everyone in attendance. We are very sorry to hear that you do not feel our event was as advertised, as we offer all attractions, amenities, and activities as advertised. We work very hard to bring our event to people all over North America, and we are always working on making improvements to our events so we greatly appreciate your feedback. We take all customer feedback into consideration when making changes to our event, and we absolutely will be implementing changes to remedy these issues. We are very sorry again that you and your family did not have a good experience at our event. 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. 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. 
  

  Customer Answer

  Date: 04/25/2023

  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.  
  
  
  I PAID ALMOST $300 TO ATTEND THIS EVENT AND DROVE AN HOUR AND A HALF TO SEE IT. WE STOOD IN LINE FOR ANOTHER HALF HOUR TO GET IN. THIS IS THE SAME AUTOMATED RESPONSE THAT I RECEIVED WHEN I CONTACTED THE BUSINESS DIRECTLY BY EMAIL AND DOES NOT ADDRESS MY SPECIFIC COMPLAINT. YES, YOU HAVE TO AGREE TO PURCHASE TICKETS, WHICH IS ON 100% OF PURCHASES THAT YOU MAKE ONLINE. I AGREED TO THAT BASED ON THE DESCRIPTION OF THE EVENT THAT YOU, AS A BUSINESS, DESCRIBED. IT WAS FRADULENT!!!!!

  IT IS NOT JUST AN ISSUE OF BEING UNHAPPY WITH THE EXPERIENCE-YOU DID NOT PROVIDE WHAT WAS ADVERTISED SO I AM SEEKING A FULL REFUND OF THE PURCHASE PRICE!!!

  WHY WOULD I WASTE MY MONEY AGAIN TRYING YOUR EVENT IN THE FUTURE? 
  
  
  
  Regards,

  CHRISTY *******
  
  
  
  
  
   

  
  

  Business Response

  Date: 04/28/2023

  We are very sorry for the inconvenience, and we are sorry to hear that you do not feel our event was as advertised. We offer all attractions, amenities, and activities as advertised. Your tickets were redeemed, meaning you did attend the event. We are clear and concise about our policies before customers purchase tickets, and customers are required to agree to our policies in order to purchase tickets, to ensure that customers are fully aware of our policies before purchasing. We are very sorry that you had a poor experience with us. 

  Customer Answer

  Date: 05/03/2023

  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.  
  
  
  
  This is not an
  acceptable response. The event WAS NOT as advertised. They promised rides that were
  not there and the UPGRADED RIDE TICKET was not needed because there was only
  one ride available. This is the same automated rehearsed response as before.
  THE EVENT DID NOT GO ON AS ADVERTISED!!!!!!! I AM ENTITLED A REFUND UNDER THOSE
  CIRCUMSTANCES!!! I DEMAND TO TALK TO THE OWNERS OF THIS EVENT INSTEAD OF A
  CUSTOMER SERVICE REP THAT HAS A REHEARSED RESPONSE. THERE ARE HUNDRES OF THE
  SAME COMPLAINT ON YOUR OWN FACEBOOK PAGE TO WHICH THE SAME RESPONSE IS GIVEN
  AND THEN NO OTHER REPLY!!! OWNERS STAND UP!!!!!! I AM NOT ALONE IN THIS
  COMPLAINT!! I have attached a complaint from another person from their Facebook page with the same
  concerns/same venue.  

  The following is taken straight from your website-none of which were available as advertised except the "Stationary Dinosaur Rides" of which their  was 1 Ride.

  ""Tricera-tots" - a soft play space for our littlest dino lovers! Walking Dinosaur rides & Stationary Dinosaur rides, including some of the largest rideable dinosaurs in North America! Opportunities to meet and greet loveable baby Dinosaurs like Tyson the T.rex, Cammie the Camarasaurus, and Trixie the Triceratops - plus their Dino Trainers found only at Jurassic Quest! A one-of-a-kind interactive Raptor Training Experience!  Jurassic Jeeps"

  
  
  
  Regards,
  
  
  
  
  
   

  
  

  Business Response

  Date: 05/15/2023

  We are very sorry to hear that you feel as though our event did not have the rides or activities as advertised. We absolutely had all dinosaur rides, inflatables, activities, attractions, and amenities 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. 

• Initial Complaint

  Date:03/23/2023

  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.

  Purchased 6 tickets through ******* on 11/25/22 for $156. There was an overcharge so they credited me back $39.60 on 11/30/22. Therefore it ended up costing $116.40. The event I chose was 3/19/23 at the Oregon State Fairground and Exposition Center in Salem, OR I had to pick a time so I reserved it for noon. Took exactly one hour to park. It was cold and rainy and the line was huge. We were told it didn't matter if we had noon as our time to come in, anyone could come at any time. After 2 hours of standing in the cold rain with four little kids, we finally had to leave. We talked to another group that had actually been waiting over 3 hours. I emailed ******* twice on 3/22/23 and gave them all the details they needed to try to get my money back. I emailed jurassicquest.com twice today (3/23/23) asking for my money back. They responded with a very generic email saying they do not do refunds unless the event is cancelled.

  Business Response

  Date: 03/24/2023

  Hello Cindy. We are very sorry to hear that you were not able to attend our event. I reached out to you through email so that we can assist with getting your order refunded. We work very hard to provide a quality family event, so we hope you will give us another chance in the future. 

  Customer Answer

  Date: 04/03/2023

  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.] They haven't refunded my money yet.
  
  
  
  Regards,
   Cindy *******
  
  
  
   
  

  Business Response

  Date: 04/14/2023

  I responded to your previous email via the customer service email and provided you with a statement approving a refund that you can send to ******* to receive a refund. ******* is a separate company so we cannot refund the order ourselves. You will have to send the approval statement that I emailed you to ******* to receive a refund. 

  Customer Answer

  Date: 04/14/2023

  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.  
  
  
  
  I have emailed the company, Jurassic Quest, to let them know I mistakenly said I had purchased the tickets through Groupon. Instead, I had purchased directly through them. They still have not refunded me.
  
  
  
  Regards,
  
  
  
  
  
   
  

  Business Response

  Date: 04/25/2023

  We have not received any further communication from this customer. We have attempted to contact them several times to resolve the issue. 

  Customer Answer

  Date: 05/03/2023

  [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:03/19/2023

  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 paid for unlimited ride tickets to the Jurrasic Quest event in Salem, OR on March 18. I do not feel that I received the experience that was marketed to me. The quality and extent of the event including the activities and displays did not match what was advertised on their social media. In addition, the event was extremely overadmitted causing extensive queue lines that prohibited the ability to experience what was being offered in the timeframe available. Of the 4 hours we spent at at event we spent 3 hours waiting in lines. I feel like I was taken advantage of and did not receive what I paid for.

  Business Response

  Date: 03/21/2023

  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 reaching out to inform 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:03/19/2023

  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 bought one adult ticket and one child’s unlimited ride ticket for my four year old and my daughter was free as she was under the age limit. Upon our arrival we went into the building that the website stated the event was in. We entered the building and were told it was not in that building and had to turn around to figure out where the event actually was. When we finally got to the right building there were no rides. Only bouncy castles that my four year old was too big for or my almost two year old was too little for as they were designated for specific age groups. This was incredibly poor and mislead advertising and they have refused to refund me.

  Business Response

  Date: 03/21/2023

  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 have 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. 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. 

  Customer Answer

  Date: 03/22/2023

  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.  
  
  it was so crowded that we weren’t even able to move. There were not rides, the description was not as advertised. I want a refund. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  
  
  
   
  

  Business Response

  Date: 03/24/2023

  We are very sorry for the inconvenience, however we do appreciate your feedback. 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. 

• Initial Complaint

  Date:01/22/2023

  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 mistakenly did not enter my discount code when I purchased my family’s tickets on 1/5/23. I contacted them immediately and asked that the discount be applied. They said no. Then I asked to cancel the tickets that same day and was again told no.

  Business Response

  Date: 01/23/2023

  We are very sorry to hear that you have had a poor experience with us. Due to company policy, tickets are nonrefundable unless in the case of a cancelled event. Customers are required to agree to this policy in order to purchase tickets to ensure that customers are aware of our policies before purchasing. Customers are required to enter a promo code directly above the credit card details in order for a promo code to be applied. Tickets cannot be partially refunded to apply a discount code, nor fully refunded, as per our refund policy. We are very sorry for the inconvenience. 

  Customer Answer

  Date: 01/24/2023

  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.  
  
  I purchased the tickets and realized I made a mistake within minutes. There should be a grace period for rectifying such mistakes. This policy shows a total disregard for customers and proves this company’s mission to only be after customers’ money. This practice is unethical. The discount code needs to be honored.
  
  
  
  Regards,
  
  
  
  
  
   
  

  Business Response

  Date: 01/24/2023

  We are very sorry, however we post our policies before customers purchase, and customers are required to agree to our policies in order to purchase, to ensure that customers are aware of our policies before purchasing. We cannot make changes to an order. We apologize for the inconvenience, as our intention is to make customers aware of our policies before purchasing. 

  Customer Answer

  Date: 01/27/2023

  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.  
  
  
  A company’s number one priority should be customer service. Hiding behind policies to justify unfair treatment of customers is not ethical or wise for a company wanting to stay in business. 
  
  
  
  Regards,
  
  
  
  
  
   
  

  Business Response

  Date: 02/07/2023

  We are very sorry to hear you feel as though we are hiding behind policies. We strive to be as transparent with our customers as possible, which is why our policies are posted in several places on our website and customers are required to agree to our policies in order to purchase tickets. We are very sorry for the frustration this has caused, however our intentions are to ensure that customers are aware of any rules or limitations before purchasing. We appreciate you reaching out to provide us with your feedback. 

• Initial Complaint

  Date:01/22/2023

  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.

  This is terrible!!!!! We were there over 4 hours and only rode one Dino ride with the unlimited option. Why pay "unlimited " when each line is over an hour long. Kids do not have the patience for these lines. This is ridiculous and why i thought we signed up for time slots. The website says about 2 hours.... it should say 6+ hours if you want to be able to do anything. An employee left the ride unattended once we reached the front! We spent 2 hours driving to this event to be standing in lines for hours! We were promised unlimited.... we got 1 ride. I tried to email, call, wrote a Facebook message and they blocked me. Delete my review and negative comments! Which is why people don't know the truth because they lie and cover it up.

  Business Response

  Date: 01/23/2023

  Thank you for your review. 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 set a high standard for ourselves and we’re so sorry to hear that this was not met in your experience with us. Our top priority is to provide a safe family event, and our team works very hard to ensure customer safety while in attendance. Your feedback helps us improve our event, so we greatly appreciate you reaching out to inform us of your experience. 

• Initial Complaint

  Date:11/29/2022

  Type:Billing 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 looked up on Jurassic Quests Website to look at ticket prices and it asked me to create an account. When I was trying to look at ticket prices I got a confirmation email that tickets had been purchased. I did not select time, location or the amount of tickets, but they have charged me. I have reached out to the company. I haven’t been able to reach a live person or connect to anyone through a phone number. In the emails, they are refusing any refund even though I did not authorize the charge. My bank is refusing to help me as well. I am a disabled veteran and feel very deceived.

  Business Response

  Date: 11/30/2022

  We are sorry to hear of any confusion regarding our purchasing process. The only way that a credit card can be charged is if the customer enters their credit card information into our website during the purchasing process after they select a date and time slot they would like to attend. The customer also must enter their personal information pertaining to the credit card, such as name, billing address, and email address in order for the card to be charged. The customer also must check the box agreeing to our refund policy in order to continue to the next page of the website where they enter their credit card information. Our refund policy that customers must agree to in order to purchase tickets states that tickets are nonrefundable unless in the case of a cancelled event.