Complaints

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October my son tripped on loose rocks in the park area & gashed his head into a square pole. The staff inappropriately took an incident report from my son while I was talking to someone else (they intentionally distracted me) and coerced him into saying that he tripped on his shoelaces. THEY FORCED US TO STAY FOR THIS REPORT SO THEY WON'T HAVE TO PAY HOSPITAL BILLS--LIED ABOUT WHAT HAPPENED, REFUSE TO SUPPLY ME THIS BOGUS INCIDENT REPORT THEY FORED ME TO GIVE INSTEAD OF LETTING US GET TO THE HOSPITAL. All THEY WANTED TO DO WAS ABSOLVE THEMSELVES OF LIABILITY. I was trying to rush to a hospital & down the gondola!! They were NOT cleaning up his bleeding, but instead making us wait as long as possible to make me sign their report they refuse to provide a copy of--which is illegal. They have a bogus insurance firm that has admitted to never having seen their park or investigated anything. How many loose rocks there are, how there are square poles that are dated & dangerous. We were visiting from the East Coast—which made the whole thing scarier. They said they’d provide the report—now refuse to. Six stitches later & a bad permanent scar, endless amounts of upcoming $$ to get this fixed & suture tending—this irresponsible place never called me back to check on my son until after I posted a review— after promising to send the incident report & check in that day. Run by people not concerned about safety—some seemingly high running rides & having no concern for a severely injured kid with a gushing bleeding head. They have no problem harassing a 9 year-old for a manipulative statement. My son had just nailed his bleeding head—they insist on getting a false statement while I’m 20 feet away so they can absolve their liability. They delayed us from taking a gondola down to the hospital when my son’s head is gushing blood after a fall. This place is a dangerous joke run by people who are not equipped & more importantly, don’t care happens to kids & families.

  Business response

  01/02/2024

  Dear Clay
  Thank you for taking the time to discuss the complaint/response process with me.
  
  Attached, please find our response to the complaint.
  If you would like a full account of the details of the incident, I’d be happy to provide them to you, including the video of the trip and fall as well as 4 vulgar voicemails that she left us.
  
  As I told you, I have been in this position for 15 years and have never had a guest complaint go to the BBB.
  We have a very generous guest recovery philosophy and would have gone to great lengths to try and resolve this situation directly with her.
  There comes a point where I will not tolerate the abuse to my employees and she crossed that line.
  
  Please let me know if you have any questions.
  
  Nancy Heard
  General Manager
  Glenwood Caverns Adventure Park
  
  --- --- ---
  
  Dear Clay,
  Thank you for informing us of the customer complaint and providing us an opportunity to respond.
  
  A young boy tripped and fell while running on the grounds, and he suffered a laceration on his forehead. Our staff quickly attended to his physical needs and provided First Aid. Per incident protocol required by our insurance company, our staff asked the guests for their names, contact information and for an account of what happened. The boy said that he tripped over his shoe laces. The incident was captured on one of our surveillance cameras and corroborates the boys’ statement. Understandably, his mother was upset at the sight of her injured son. She was also frantic, repeatedly asking which hospital to take her son to and was very concerned that her cell phone battery was very low. One of our staff members provided a personal cell phone charger which she gave to the mother to take with her. The mother was free to leave at anytime but chose to wait until her cell phone had a sufficient charge. The woman even asked one of our managers if she could leave and he said yes. Neither she nor her son were detained by our staff. 
  
  The woman left a voice mail that evening on our general company voicemail box. Her message contained expletives and demands for a refund. Our operations manager returned her call and the woman proceeded to use expletives and was abusive and made further demands. She was so abusive, the Operations manager could not get a word in and the woman made her demands and hung up. The woman continued to leave abusive and vulgar voice messages. Our company has a very generous customer service policy and had we been able to talk in a civil manner to this woman, we would have honored her request for a refund; we simply could not get past the verbal abuse in order to get the information needed to provide the refund.
  
  Since our efforts to speak in a civil manner with this woman failed, we passed along the voicemails to our insurance company for them to handle. The insurance company had similar experiences with the woman in terms of her vulgar and abusive language. The claim was investigated and eventually denied in part based on the statement made by the boy and the accompanying video. She was also provided a copy of the portion of the incident report form which contained her personal information, signature and the boys account of what happened. The woman was provided a copy of the video and then falsely claimed that we altered the video.
  
  I am confident that if we could have had a civil conversation with this woman, we would have been able to resolve this situation favorably. Since we have turned the incident over to the insurance company and since the woman has made threats of litigation, the situation is now out of our hands. 
  
  Please let me know if I can provide any further assistance.
  
  Respectfully,
  Nancy Heard, GM
  Glenwood Caverns Adventure Park

  Customer response

  01/02/2024

  Complaint: 20906877
  
  I am rejecting this response because these people lied about what happened and doctored a video.

  I did NOT leave a vulgar voicemail--I simply demanded the accident report multiple times--which they NEVER supplied me. THEY SAID THEY WOULD SUPPLY ME AN ACCIDENT REPORT AND TREATED ME LIKE GARBAGE. THEY DIDN'T CARE THAT WE HAD TO WAIT IN LINE TO GO DOWN A GONDOLA AND DIDN'T EVEN ESCORT US THERE.

  They should not have a sharp table with an edge that someone can crack their head on--which is exactly what happened.

  My son did NOT trip on his shoe laces-they coerced him into saying that when I was 20 feet away charging my phone. His paces were not below the bottom of his shoes and cold not have been tripped on. 

  The altered video DOES NOT show al the loose rocks that are quite likely to cause a trip. My son tripped on aa large loose rock and smashed his head into a table with sharp edge.

  There have been two deaths there in the last year and this place is full of employees who operate rides and smell like weed.

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  This is a complete lie by the jerk who responded to my legitimate request. Read all the reviews about what an unsafe ripoff this ridiculous operation is. 

  That's baloney that they've never received a complaint--the surgeon repairing my son't DEEP gash said they see a lot of people from that place. They don't put down any sand in the caverns area to prevent slipping (although that's not where we slipped).

  There's TONS of reviews about the dangers of this place. These people treated me horrible--send a bogus, redacted "incident report" that I neve signed or saw ( not legal) through theit claims department and blacked out half of it. It said nothing other than the lie they coerced out of my nine year old--who they had no problem taking a statement from when he was crying, in sever pain, and had blood gushing out of his head.

  Please provide me information how to proceed with small claims court. Many thanks.

  Regards,
  
  Alexandra Prothero

  Business response

  01/10/2024

  I would like to submit the voice mail files pertinent to demonstrating the abusive and vulgar behavior of the complainant, which she denies.  

  It is this behavior that prevented a civil conversation from happening and why it was turned over our insurance company and then taken out of our hands. 

  Business response

  01/10/2024

  Dear BBB

  I am sorry that the complainant was not happy with the way the situation was handled. The complainant filed a claim with our insurance company and it was denied. 

  Again, I am confident that if the complainant was able to talk civilly with our staff, the situation would have been resolved favorably. She denies using vulgar and threatening language, so I have sent the audio files to you for your review.  She also makes false accusations that we altered the video surveillance which shows her son running and tripping and falling. I attempted to send the video file but it was too large. I'd be happy to transfer the file via Drop Box if you'd like to review it. 

  I am still unclear what the complainant is asking for from us. The situation is in the hands of the insurance company. I can however offer a refund for her and her child. I would need for her to provide a receipt and be able to have a civil conversation with our receptionist in order to provide the credit card information for the refund. 

   

  Business response

  01/10/2024

  Hello Clay

  I already sent the voice mail files. Did you receive those?

  It was the video file that was too large to send using this platform.

  Please confirm that you received the 4 voice mail files. 

  And let me know if you want me to send the video files. And if so, by what means?

   

*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. ↩