Complaints

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• Initial Complaint

  Date:06/30/2023

  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.

  June 30th 2023
  Two adults and one child go to the aquarium and Ferris wheel for a birthday experience. They purchased the combined tickets and were never told that the Ferris wheel may close due to heat even though the temperature was at 97 degrees. The Ferris wheel was non operational due to heat. When they attempted to get a refund for the ferris wheel they were told it’s not refundable. They said that they could not wait for the Ferris wheel to “cool off” and open back up because of the outside temperature and no time was given as to when it would re open. They were told they could come back another day. They knowingly took the money $95, when the wheel wasn’t working. This is theft.
  Complained to the supervisor, ******, who proceeded to claim there is a statement that the purchase is non refundable. That is not true. No where does it say the purchase is non refundable. Not on the ticket and not on the website.
  
  Attachments
  Receipt- only one receipt for one adult is attached. The other receipt was discarded prior to incident.
  Ticket-

  Business Response

  Date: 07/19/2023

  The wheel was open at the time the ticket was purchased, but had closed later in the afternoon due to extreme heat.  When ****** ******* daughter returned and informed us that the wheel was closed we refunded the value of the ticket at that time with a gift card. 

  Customer Answer

  Date: 07/19/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  On June 30, 2023, we were forced to accept a gift card because we were told that the tickets were non- refundable.  We did not want a gift card.  We were sold a ticket for something that we could not use and wanted our money back.  The supervisor at the aquarium was incredibly rude and dishonest. He claimed there was a disclosure on the ticket that it was non-refundable.    There were no disclosures any where that the tickets were non-refundable.  No sign, no explanation, no nothing.  Had a disclosure on the ticket actually existed, that would be useless because a patron would have no opportunity to read that disclosure prior to purchasing said ticket.  In addition, the WHEEL was closed.  It wasn’t as if we just decided not to go on it.  It was closed.  So why would the ticket br sold to an attraction that wasn’t open 
  

  Subsequently, the manager at the WHEEL contacted us and said they would give us a refund. Apparently there is a different management team at the AQUARIUM vs the WHEEL.  We appreciate the follow up of that manager to help us find a reasonable resolution.  The management team for the aquarium is subpar and I would urge consumers to  avoid the aquarium ticket counter for that reason. Dishonest and no service.  
  
  
  
  Sincerely,
  
  
  
  ****** ******