Complaints

• Initial Complaint

  10/23/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My 17-year old daughter had a friend in town from out of state for a long weekend. They purchased tickets to the 13th Fl Haunted House and went there on Saturday, 10/14/23. They had a scheduled time; however, the line was still extremely long and they realized they would not have enough time to go through due to another obligation. They spoke with an employee on site who told them they would just come back another day, and that they could reschedule through the link in the email. On Sunday, 10/15, they tried to reschedule but when they clicked on the link it said it was a "Past Event" and wouldn't let them reschedule. They tried all day Sunday, then again Monday morning. On Monday morning, I tried to find contact information online for the company and was able to find an email address only, no phone number. I emailed them at 10:30am on Monday, 10/16, and the girls also kept going online to try and reschedule, but were not able to. The company did not reply to my email at all on 10/16. On Tuesday, 10/17, my daughter's friend went back to Colorado, making it now impossible for them to use their tickets. I tried emailing the company again, this time requesting a refund, and they answered me on Tuesday, 10/17. I explained the situation, and told them that their online system was not letting the girls reschedule and that now it was too late. They just kept saying that there were no refunds, and that if we wanted to reschedule we could do so now through the person in the email. I requested to speak to a live person to further discuss the issue, and was told that I could not speak with anyone. The minors who purchased the tickets were told by staff onsite that they could reschedule, and there is a section on the website outlining how to reschedule; however, the online system would not allow it and there was no way to get in touch with them. This sounds fraudulent to me and we would like a refund. I can provide an order name and number if needed.

• Initial Complaint

  10/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I went to the 13th floor haunted house in ****** on October 8th 2022. Upon arriving to this haunted house I noticed this ridiculous line to get in. I then go onto 13th floor website to see what I could do. They have an option listed to skip the line and enter upon arrival of purchase. So I purchased the Skip the line tickets for an extra 30 bucks a person making my total around 115 dollars for two people. I then get up to the line and was told that the skip the line tickets werent for the massive line of people, and was told to get to the back of the line. They said the skip the line tickets is for when you get past the long line to get in and go into the haunted house which makes no sense. There was no clarification on the website that, that was the case. Which is false advertising. I then go to ask for a refund if I have to wait in line and there is a no refund policy. Its a super crooked way of running business on website of the hope of skipping the line. Which is truly not the case. Im hopping you guys can fine them or make them change the fine print saying it doesnt get you through the gate which when you buy the fast pass tickets it says it does. I would also like my money back too.

*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. ↩