ComplaintsforOrlando Science Center, Inc

• Initial Complaint

  02/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I visited the Orlando Science Center, but my family and I were denied entry because it was at full capacity for the day. Despite observing hundreds of vehicles departing, and the parking garage being so congested that it posed a fire risk with people honking, the situation was chaotic. The manager, ****, was notably uncooperative and dismissive when I suggested allowing cars to exit without payment to alleviate the hazards. She refused and walked away. Given that this is not an isolated incidentoccurring roughly every other time I've visitedI am requesting a refund for my annual membership. Furthermore, I was unable to access my membership information, resulting in having to pay for parking and enduring over an hour stuck in the garage.

  Business response

  03/18/2024

  ****************** purchased a Family level OSC Membership on 11/20/2022, and it was valid for one year with an expiration date of 11/19/2023. On the date of the complaint (2/18/2024), our facility did reach capacity, and we were unable to admit visitors for approximately 3 hours. However, the customers Membership was not valid on this date, and he would not have been able to use it to visit the museum, regardless of availability.
  
  ****************** paid $189 for his Membership, plus a $3 transaction fee for a total of $192. Uncertain, where the figure of $250 is coming from. The ******* family visited OSC four times during their Membership (11/20/22, 6/3/23, 7/14/23, 11/19/23) for a combined total value of $372.
  
  During the year of Mr. ******** Membership (11/20/22-11/19/23), Orlando Science Center was open and operational for 324 days. Of the 324 days available for the ******* family to visit, there were no days on which Member access was denied.
  
  The challenges ****************** describes in our parking garage are not inaccurate, however they are directly related to a change that was made to the operational system, which occurred on February 10th, 2024 - well after the expiration of the Membership in question. On the date in question, we had staff working in the garage to control traffic flow, expedite payments, and ease congestion as much as possible. We also had the Orlando ***************** on the exterior of the garage assisting with traffic flow.
  
  The reason ****************** was unable to access his member information, is because he was no longer a valid Member on the date of the complaint. However, as ****************** was able to visit due to the building being at capacity, we will be happy to refund his parking charge if he would like to contact us directly.

  ****************** never contacted the Orlando Science Center directly of this complaint or we would have been happy to refund his parking.

  ***********************

  VP of Operations

  Orlando Science Center

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