Complaints

• Initial Complaint

  11/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Regarding my experience on November 2, 2023. I arrived at the aquarium sometime around 3:35PM. When I spoke to a young lady (white woman, dark hair, maybe in her late teen or mid twenties) regarding admission she asked me if my animal was a service animal and I confirmed. She asked me what type of service my service animal performed and I told her, then she asked me if I had a leash and I said I do, in which she instructed me to put the leash on the dog (I was holding Bri in my arms). I believe that the manner and tone in which this lady spoke to me was completely inappropriate and no one should ever be spoken to in that way. Moreover, this young lady did not know or ask if I was having a medical experience (which I had experienced before entering the establishment, hence the reason I was holding Bri). I understand that each facility have their own rules and theres nothing wrong with saying a part of the aquarium rule is that a service animal has to be leashed at all time or in a carrier leashed at all time, but that was not what was stated. I asked to speak to her manager and the manager came down and spoke to me (she was a white blonde woman) and I asked her if she new the young lady that I was talking to which she affirmed that she did. I expressed to the manager that no one deserves to be treated in that manner going into an establishment where they want to enjoy what the aquarium has to offer. It really colored my experience and I want to ensure that no one else that has a service animal experience what I had experienced. Clearly I feel strong about this because I am reaching out to the BBB. In addition, I tried emailing the aquarium customer service and reservation department and there has been no response. This just conveys even more how much of a problem there is. The staff needs to be better train, I want to document my experience, and ensure that no one else is ever treated like this again esp someone with a service animal.

  

  Business response

  11/17/2023

  Dear ****************,

  Thank you for sharing your experience at the New England Aquarium, although I'm very sorry to hear you had the experience you did. 

  All of our staff, especially our Visitor Experience team, strives to provide the highest level of customer service and to ensure that the ********************** is a welcoming and inclusive environment, and we clearly did not achieve those goals when you entered the building with your service dog. 

  I appreciate you taking the time to bring this to our attention. We are constantly working to improve the guest experience, and your detailed feedback enables me to talk with members of team in order to do that. 

  If you would like to try another visit to the New England Aquarium, please let me know. I would be happy to provide you with free admission for a future date.

  Best, 

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

  VP Marketing, Sales, and Visitor Experience

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

   

   

   

  Customer response

  11/19/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

   

  Unfortunately I do not live in the state of ************* and would not benefit from your offer.  Moreover, my intent is not monetary gain (free entrance).  My intent is to ensure that this does not happened again.  I wanted to document it and ensure that there is a paper trail in which you can speak to your staff and better train them on dealing with someone with a service animal.  If you can assure me this, the documentation of the problem and Addressing it with the staff then that would resolve this.

   

  Regards,

  Kalycia

   

   

  

  Business response

  11/20/2023

  Dear ****************,

  I'm sorry that this line in my previous response did not make it clear that your documentation of what occurred has allowed me to address what happened with specific members of our team from a customer service standpoint: "We are constantly working to improve the guest experience, and your detailed feedback enables me to talk with members of team in order to do that."

  I believe what you are hoping for is what I was trying to get across--that because you have provided documentation, I have been able to take a next step so this doesn't happen again. 

  Does that clarification help address your concerns?

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

*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. ↩