South Mecklenburg Painting Contractors

We are responding to a letter of complaint from [redacted] (dated 815- ID # [redacted] )For the past years, our Sea Lion Shows at the Long Island Aquarium have been closed-door-events with a strict NO late entry policyIf our Sea Lion Coliseum doors are closed, we do not allow anyone to enter the coliseum for the safety of our mammal department staff and our animalsThese are wild, pound animals that come out of their exhibit during the show to interact with our animal trainers and perform a variety of behaviors for the audienceWe can hold up to guests, times a day at each one of our shows and if the doors were to open to let guests enter after the show had already started, it might distract the animals or even spook themOur "no-late-entry" policy is listed on our maps and daily event schedulesThese are provided to all guests, at all of our registers when they arriveWe also have a large sign posted righ t in front of the Sea Lion Coliseum doorsOn top of that, we have automated announcements that go off throughout the aquarium, three times before each Sea Lion ShowFor example, before the 2:30PM Sea Lion Show, the announcement goes off at 2:15PM, 2:20PM and 2:25PM reminding guests to arrive on time for the show and that there will be no late entry permittedWe are clear and concise on our policyThe Blanchard family came late to the 2:30pm Sea Lion Show, after the doors were already closed and therefore could not attend that particular showThey went up to the guest services desk and spoke with the Assistant Manager of guest servicesThe family was offered a refund for the Sea Lion photoOur staff members also offered to take the Sea Lion photo for them after the show endedThis was not accepted by the familyOur staff continued to explain that there would be another Sea Lion show at 4:00pm that the family could attend and they said they did not want to wait for that because their child was tiredAfter taking the Sea Lion photo it would have only been about an hour until the next Sea Lion ShowWe have dozens of aquatic displays, animal exhibits and a large butterfly, bug and bird exhibit that they could have enjoyed while they waitedWe always go above and beyond for our customers and truly appreciate their patronageUnfortunately in this case, the guests were very rude and demandingWe have security cameras located behind the front desk and we have a clear video showing the confrontational, rude behavior directed at our staff membersOn their way out it shows [redacted] giving the finger to our Assistant ManagerWe do not appreciate our staff being treated this way, and will not be able to offer the Blanchard family a refund for their admission, because they clearly spent enough time at our facility so that the child was tired and they couldn’t wait until the next show, or for the Sea Lion photo that they refused to take after the 12-minute show that they missed

We are responding to a letter of complaint from *** *** (dated 8/**/15- ID #***)For the past years, our Sea Lion Shows at the Long Island Aquarium have been closed-door-events with a strict NO late entry policyIf our Sea Lion Coliseum doors are closed, we do not allow anyone to
enter the coliseum for the safety of our mammal department staff and our animalsThese are wild, pound animals that come out of their exhibit during the show to interact with our animal trainers and perform a variety of behaviors for the audienceWe can hold up to guests, times a day at each one of our shows and if the doors were to open to let guests enter after the show had already started, it might distract the animals or even spook themOur "no-late-entry" policy is listed on our maps and daily event schedulesThese are provided to all guests, at all of our registers when they arriveWe also have a large sign posted righ t in front of the Sea Lion Coliseum doorsOn top of that, we have automated announcements that go off throughout the aquarium, three times before each Sea Lion ShowFor example, before the 2:30PM Sea Lion Show, the announcement goes off at 2:15PM, 2:20PM and 2:25PM reminding guests to arrive on time for the show and that there will be no late entry permittedWe are clear and concise on our policy. The Blanchard family came late to the 2:30pm Sea Lion Show, after the doors were already closed and therefore could not attend that particular showThey went up to the guest services desk and spoke with the Assistant Manager of guest servicesThe family was offered a refund for the Sea Lion photoOur staff members also offered to take the Sea Lion photo for them after the show endedThis was not accepted by the familyOur staff continued to explain that there would be another Sea Lion show at 4:00pm that the family could attend and they said they did not want to wait for that because their child was tiredAfter taking the Sea Lion photo it would have only been about an hour until the next Sea Lion ShowWe have dozens of aquatic displays, animal exhibits and a large butterfly, bug and bird exhibit that they could have enjoyed while they waitedWe always go above and beyond for our customers and truly appreciate their patronageUnfortunately in this case, the guests were very rude and demandingWe have security cameras located behind the front desk and we have a clear video showing the confrontational, rude behavior directed at our staff membersOn their way out it shows *** *** giving the finger to our Assistant ManagerWe do not appreciate our staff being treated this way, and will not be able to offer the Blanchard family a refund for their admission, because they clearly spent enough time at our facility so that the child was tired and they couldn’t wait until the next show, or for the Sea Lion photo that they refused to take after the 12-minute show that they missed