ComplaintsforGone Wild Safari

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Gone Wild Safari on 6/12/2024. During the drive through safari, one of the camels broke the drivers side window of my vehicle. I was attempting to roll my window all the way down as instructed by the staff before entering. However the camel seemed to be starving and became aggressive sticking his entire head and neck into my vehicle pinning me up against my seat to try and get the cup of food out of my cup holder. The massive size of his neck broke my window and went I went back inside to let the staff know what happened they were extremely careless and said there was nothing they could do. I asked for the manager and when she finally came was immediately defensive rude and unprofessional leaning over the counter yelling in my face and shoving papers in my face. I told them I would have a lawyer look at this situation and walked off. The manager continued to yell and shake papers at me. The total cost for this visit ended up being over $500, $45 for admission and food for animals and then $480 for a broken window.

  Business response

  06/28/2024

  My name is ****, I am the owner of the Gone Wild Safari Park. When reading this complaint, I was very disappointed but after going back on security cameras to watch what had taken place. I watched as one of my employees first gave **** ****** our Drive Thru instructions which state that your windows must be either all the way up or all the way down and no where in between. She then had her sign our waiver stating that we are not responsible for damage done to property or person. My employee afterwards went over the instructions of the windows once again as they do with everyone to be sure that even if they don’t read the instructions, they are aware. When I fast forwarded the cameras to when **** ****** came back in to inform my staff, they simply told her that there was nothing they could do about the situation because she was told before entering and signed the waiver, but she kept on and started to get upset with the staff. When management came in to explain to **** ****** what the other staff had already told her and let her know she was sorry about what had happened. She got defensive and kept repeating and raising her voice that we had to pay for her window because it was our animals that did it. My manager kept simply stating that we did not have to pay for damages because she was told and signed the waiver, and showing her the paperwork she had signed agreeing to the policy.  My manager proceeded to tell her that all drive-through safaris have the same policy. **** ****** also stated that she no longer wanted the camels in her vehicle, so she was trying to roll the windows up as the camel was there. **** ****** stated in her complaint that she was doing as staff instructed her to by rolling her window down before entering. If she had done so there would have been no animals around to stick their heads in so therefore, she did not do as instructed. If the window was rolled down like **** ****** stated, then there would have been no window sticking out for the camel to break. After being told over and over the same thing **** ****** finally stated that she would be calling her lawyer and stormed away, that’s when my manager told her she could, but it would not do her any good as she walked out of the door. Nowhere on the cameras did I ever see my staff or manager get in her face nor yell at her, as **** ****** stated. Again, we are sorry this happened. 

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