Your Dismissive and Inappropriate Response to Serious Safety Concerns…read more
Your response to our extremely serious and well-documented safety concerns was not only inappropriate--it was dismissive, defensive, and deeply unprofessional.
Let's begin with the most glaring issue: you told us someone would be in touch immediately--yet a week later, after multiple follow-up attempts, we've been ignored entirely. That alone speaks volumes about how seriously you actually take customer safety and communication. Had someone simply picked up the phone, responded to an email, or made a good-faith attempt to follow through on your own promise, this could have been resolved privately and constructively. But instead, we received a generic request for a Google review--not a personal reply. That alone is insulting.
Now, regarding your response:
"We have been in business for 22 years..."
Longevity in business does not exempt you from accountability. It's not a shield from legitimate safety failures, nor is it a valid defense when a customer provides photo evidence of an unsecured carabiner mid-air on your ride. Saying "we've never had an incident" is meaningless when the situation I documented could have become one. Safety is not retroactive.
"People cannot get out of the parachute unless they want to."
This is a completely inappropriate, condescending, and dangerously dismissive statement. The issue here isn't whether someone wants to exit the harness--it's whether your equipment is secure enough to prevent accidental failure. My daughter's carabiner was visibly open and unsecured, something you can clearly see in the photos I sent that your company took.
"You are making assumptions... we understand the equipment."
I didn't make assumptions--I took photos. I didn't just say "I felt unsafe." I described, in detail, a chain of negligent actions, and backed them up with objective documentation. Your unwillingness to acknowledge this, coupled with a blanket statement that you "know better," is both arrogant and alarming.
"You tipped the crew $20."
This is perhaps the most bizarre and inappropriate point in your entire response. A gratuity, given under social pressure or out of politeness, has absolutely nothing to do with the safety concerns raised. Bringing that up is both irrelevant and in poor taste.
The fact that your only real defense is to list credentials and dismiss my firsthand experience suggests a total unwillingness to engage in honest self-evaluation. That, more than anything, is what worries me most.
I reached out to you privately, respectfully, and constructively. I provided detailed descriptions, documented evidence, and an opportunity to improve--not just for me, but for the safety of future customers. In return, I received a patronizing response, full of deflections, non-answers, and a complete refusal to accept that something serious happened on your watch.
The safety of your passengers and the integrity of your operations depend on your ability to acknowledge and address issues--not on how many years you've been in business or how fast your staff can move.
