BBB Complaint

[HauntedWebby]

I'm reading a letter that someone sent to the BBB about their expierance at our haunt.

Their complaint is basically we scared them too much and our security followed him through the haunt. They want a refund. I'm trying to figure out the best way to word this reply because I know who it is and the guy is really lucky we didn't have him arrested for verbal and physcial assult of an actor.

Any help? remember the reply goes to the BBB, not the idiot.

[GraveStalker]

Nice!

I believe that the BBB has a mediation service. Maybe you can ask them how this is best resolved?

I totally don't think it is fair, but gut tells me, give them refund, document everything and formally notify them that they are banned from event.

I am interested in how this will turn out -keep me posted.

[Greg Chrise]

With all due respect

Who checks with the BBB before visiting a haunt? If you expect anyone else to be checking this such as local suppliers and such, thank him very much for making sure your business is listed!

[HauntedWebby]

I'm not worried, but still someone went through the effort so I'll respond.

If anything now we have the guy's name and address! (incert evil laugh)

[Jim Warfield]

Just say that guaging just how much you are scaring someone is not a precise thing and just to be sure they are getting the "Product" he paid for, that you maybe gave him a scoop or two too much, erring on the side of excess, usually something any customer of any business will be pleased with recieving.
As far as his feeling that security was following him? This was for his own protection since the woman he was in the company of matched the description of an escaped sexual preditor who dresses like a woman but really isn't one.
Just trying to serve and provide as any viable, concerned business does.

[HauntedWebby]

OMG! That is great. I may word it a little different.

[xxxdirk]

Doesn't your haunt have a sign that says no refunds? The back of our ticets said so too. If yours does, I would just say exhibt A your honor and wait for them to say Case dismissed....

[Frighteners Entertainment]

Jim, truely clever!!

[HauntedWebby]

We have it in 3 places. The ticket book, the main gate where you wait and in the first room where the rules are explained to you.

[Jim Warfield]

"Well that "No Refund" thing means someone else, not us."

As I told Jessica last October first:"We are now in the stupid-season when we speak slowly and plainly and some of these people just hear what they want to hear."
"I don't have the money to send you a check for a reservation, just "pencil me in".
(Do you really need an anal dip-stick with an eraser on one end? I can see that you are a quart low just the way that your eyes seem to want to cross.)
"I want a discount because I'm bring a big group."
"How many will be in your group?"
" Possibly 5 of us.'
"That's not a big group and we don't give discounts anyway."
"No discounts!? Not even for the Extremely Drunken Biker Group From Hell Club?"
Last time we gave a discount was for The Screamingkickingfits Daycare Center.
"Oh? how did that work out?"
The Screamingkickingfits kids made the Extremely Drunken Bikers all start crying, it was terrible. They cried so much that their bikes wouldn't start..too wet.

[Old Tree Studios]

Dear Better Business Bureau,

Thank you for your attention regarding a situation with a patron at our Lazarus Maze Haunted Attraction.

Safety of our patrons as well as our actors is our top priority. Although it is unfortunate that one of our patrons was disappointed with a security escort, our staff is empowered to make these decisions when deemed necessary to ensure the safety of all involved.

Our policies regarding patron conduct and refund policies are clearly stated at the attraction, and as such, we are not inclined to issue a refund in this case.

**OR** We are happy to issue a refund in this case, however, we will not compromise safety at our attraction and will continue to dispatch security escorts in situations where our staff deems that a patron could potentially be a safety risk to himself or others.

And of course, as a haunted attraction, in regard to the patron being "too scared"... we consider this a job well done!

Again, thank you for your attention in this matter.

[HauntedWebby]

My Reply ....

In our haunted house we have in three spots that there are no refunds posted. At the ticket booth, at the entrance gate when people wait and our first room where the rules are gone over.

We are sorry he didn't have a good time, but we are interactive theater and we respond to how we are treated. It is very apparent that Mr. Holbrook does not have the temperament to attend this type of entertainment. He used excessively fowl language so our actors teased him in return. It's a common practice in this industry. He went as far as to threaten physical violence, so our security officer followed him. In hindsight we should not have allowed him in the haunted house at all.

No one complained this year to us about our cast or their jokes/scares, including the people that gave us all our awards that he mentions in his complaint. They all had the exact same show he did. It comes down to you get what you give. He gave us attitude, so we gave it back. That's what people pay for.

While we do have a no refund policy we have refunded for people that have not made past the 2nd or 3rd room due to panic attacks. Not to anyone that has gone through the whole show. To us that is like going to a movie and then after it's over deciding you don't like it then demanding a refund. It just doesn't happen.

Our sole purpose is to scare people and sometimes that means making puns about people. He also, complains about us making fun of his girlfriend that is 22. To us age doesn't matter. We've make the exact same joke to a man 6'8" with full beard and well past their 40s. Everyone laughed, except him.

Again we are sorry he didn’t have a good time and we will not be refunding his money. At least we made an effort and that is what he paid for. As for the written apology he asked for we feel that he actually owes our staff one for his excessively fowl language. Our acting age starts at age 5 and we feel he over stepped the boundaries of good manners.

.... I wish I could attach the file of this guy in the haunt. We are thinking about putting on our website under how not to act at interactive theater ... When stupid people attack! :P

[Mephisto the Great]

Hey Webby:

As much as your letter tells things as they are, it comes across very defensive. The best approach is the no-nonsense letter written just before yours (by Old Tree Studios). I would copy that version and send it nearly verbatim. The BBB does not need any purient details or opinions. They need to know that A) safety is paramount and B) the no refund policy is clearly posted and is part of the implied contract when someone purchases a ticket.

Do not give this joker a refund. He has no legal right to receive one.

Good luck!

P.S. You mentioned he used "fowl" language. Did he quack like a duck?

[Jim Warfield]

"Quack like a duck?"
He thought fowl language atracks the "Chicks".
Typical thinking of an armless, leg-less reptile.

[Mephisto the Great]

Ah, I just figured the guy screamed, "CLUCK YOU!"







Okay, that was bad. I'm ashamed.