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Business Profile

Amusement Parks

Universal Studios Hollywood

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Amusement Parks.

Complaints

Customer Complaints Summary

  • 105 total complaints in the last 3 years.
  • 29 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/24/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hello BBB Team,My name is ***** *****, and I would like to formally file a complaint against Universal Studios Hollywood regarding a safety-related incident that has not been addressed despite multiple attempts at communication.Details of Incident:Date: June 12, 2025 Location: ***** ****** and the Forbidden Journey ride, Universal Studios Hollywood Persons Involved: Myself and my two sons, *** and ***** Description: The ride suddenly stopped mid-air in total darkness, leaving us suspended with our legs dangling for nearly a minute. It was terrifying my children panicked, and I was deeply shaken. This was not our first time experiencing a malfunction on this specific ride.Attempts to Resolve:I sent multiple emails (June 13 and follow-up June 19 and final notice thereafter) to ****************************** and ************************* requesting an explanation, apology, and compensation.All I received were automated replies and redirects to unrelated departments no substantive response has been provided to date.Requested Resolution:1.A formal apology from Universal Studios Hollywood.2.A detailed explanation of the ride malfunction and confirmation that safety protocols have been reviewed and corrected.3.Fair compensation for the emotional distress and disruption caused to me and my children.I am looking for BBBs assistance to ensure Universal Studios responds appropriately. Please let me know if any additional information is needed.Thank you for your help.Sincerely,***** ***** Phone: ************

    Business Response

    Date: 06/27/2025

    Guest has been contacted and the matter was addressed. However, we have been unable to come to a mutual agreement on an appropriate resolution.

  • Initial Complaint

    Date:06/12/2025

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    I appreciate Universal Studios' rapid response and for taking action.

    Sincerely,

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

    Business Response

    Date: 06/12/2025

    Guest has been contacted and this matter has been resolved to the Guests satisfaction.

  • Initial Complaint

    Date:06/11/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Urgent Request for Refund Due to Improper Monthly Charges After Cancellation Request I am writing to formally express my concern and request a full refund due to ongoing charges that continued after I believed I had properly canceled my Silver Annual ******* October 2022, I visited the ************** in person at Universal Studios Hollywood with my son and requested the cancellation of my Silver Pass, which I knew was set to expire on 11/30/2022. At the time, I clearly understood the policy stated:"I agree that the Passes are valid for twelve (12) months from the date of first visit that I select at the time of purchase, and thereafter will be automatically renewed on a month-to-month basis until I cancel them."Following this policy, I proactively canceled the pass before the 12-month term ended, assuming the monthly auto-renewal would not take ******** my shock, I recently discovered that I have been charged monthly since 2022 until now, despite my cancellation request. Over the past two years, I have been purchasing one-day tickets for both myself and my son because I believed my annual pass had been canceled. It is extremely frustrating to now realize that Universal Studios continued to charge me without authorization, even while I was paying again for daily admission.I respectfully request that someone investigate this matter and issue a full refund for the charges made after October 2022, as these appear to be in clear violation of the cancellation request and policy terms.Thank you for your prompt attention to this matter. I hope it can be resolved quickly and fairly.Sincerely,

    Business Response

    Date: 06/12/2025

    Guest has been contacted and this matter has been resolved to the Guests satisfaction.

  • Initial Complaint

    Date:05/05/2025

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I took my daughter, friend, and her son to fanfest for a VIP tour on 5/2/25. When I take my family to the park we pay for the vip tours because my daughter has anxiety and panic attacks. The tours have been great about getting us through the lines and being able to see the park while avoiding a lot of the crowds and waiting. I spent the $348 a ticket for four tickets expecting the same experience at fanfest. There was nothing vip about the experience. We were most excited about seeing Back to the future. It was so crowded we couldn't see or do anything. We got dumped off with everyone else. This is not what we paid for. Rides closed early. We had to leave the tour early just to stand in the express lines. This is not the vip experience we are used to. It's definitely not what we paid for. If anything it just felt like we had express tickets. We were stuck with all the crowds and lines the whole time.

    Business Response

    Date: 05/12/2025

    Guest has been contacted and this matter has been resolved to the Guests satisfaction.

  • Initial Complaint

    Date:04/21/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Incident took place April 16th Parking toll attendant was inpatient with my father as he asked about *** parking for my mother. He waived us out of line to follow directions from the other attendant (handicap placard is displayed and current) They never directed us to *** parking and when we asked the attendant on the floor we reached she also didnt tell us the correct place to go. Once we found *** parking we went to ask a sheriff about wheelchairs, he said we can pick one up through garage he pointed us to. At this point my mother has walked the farthest shes been able to in years since her disability started. When we finally walked to valet they refused to give us a wheelchair, stating that we now have to also pay for valet to receive a wheelchair, he refused to help us and walked away from us. My mother had to sit at the menchies yogurt the whole day. So I went back and asked for his name (******)

    Business Response

    Date: 04/24/2025

    Guest has been contacted and this matter has been resolved to the Guests satisfaction.

  • Initial Complaint

    Date:04/18/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ******** ******ho was not understanding what I was telling her. We saw a VIP tour guide and he was taking his reduced group to that ride and said we could go with him. The girl blocked him and told him no. She got ***** or Elas, a guy who was horribly rude and also would not understand that we had just waited in the line and was almost half way up the stairs when we followed the VIP sign. He told us tough luck and to go to the back of the line. My family of 5, one autistic, never did get to ride this ride. 399 dollars per person plus the extra over a 100 for early entry and we didn't ride a ride we wanted to. In fact, our day sucked and staff are awful and rude. We spent 3 days at ****** and they were wonderful. I will never return to this park and I have been going my whole life, always including it as a stop on our vacation. Never again. VIP was not even remotely worth it. We were treated like garbage by everyone. People hate their jobs and show it. Our guide *********** was awesome though.

    Business Response

    Date: 04/18/2025

    Guest has been contacted and this matter has been resolved to the Guests satisfaction.

  • Initial Complaint

    Date:03/17/2025

    Type:Order Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ******** *****-**** annual pass gold member that that expired that started on april 2023 and ended on April 2024, my automatic monthly payments were set up for me not to worry every month to make yet another payment, I did not bought 4 subscription to Universal studios Hollywood that kept renewing undefinitely until I decided to stop the subscription. When I asked the customer serve *** what were my options she said "I see that your latest payment went through yesterday I can refund that amount and cancel your passes", I said no, can you at least make valid the 10 months that I paid for the rest of the year (I NEVER not even once use any of the passes during those 10 months) she kept answering "No, do you authorize me to cancel your passes ma'am" same statement she gave me after every one of my questions, "No, but I can cancel your passes").Note: this was the second time of me buying annual passes, same process, the first time the automated payment stopped after the annual pass ended.

    Business Response

    Date: 03/18/2025

    Guest has been contacted and this matter has been resolved to the Guests satisfaction.

  • Initial Complaint

    Date:01/14/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Thank you very much for your rapid assistance!

    Sincerely,

    ******* Loss

    Business Response

    Date: 01/14/2025

    Guest has been contacted and this matter has been resolved to the Guests satisfaction.

  • Initial Complaint

    Date:01/10/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Dec 27: My brother and I visited Universal Studios Hollywood from ******. We purchased college tickets at 8:43am but still hadn't received the tickets by 9:13am (the site said to wait 30min max for your tickets). After I still hadn't received my tickets, guest services issued us paper tickets ~10am.Since we entered the park later than planned, we decided to wait until *** to ride ******** Challenge as the wait time was long. Research we did said wait times drop a lot in the final mins before the park closes. As students who grew up playing ***** Kart, getting to ride this was the main purpose of our trip. Thus, we dropped by ******** World in the AM to speak to staff at the ride's entrance about the latest time we could ride ******** Challenge. The staff told us that the latest time we could enter the ride's doors was 9:59pm and made no mention of closures in the park/things that could impede us from doing this. Thus, we spent the whole day anticipating the *** when we could ride ******** Challenge with as little wait time as possible (we wanted to get the most value out of our day by experiencing other rides and shows as we don't plan on making this trip again).Unfortunately, when we arrived at the escalators to the lower lot at exactly 9:45pm we were devastated to find out that the staff members were not letting anyone onto them. We saw no mention all day about the fact that the escalators closed at 9:45pm, and it wasn't brought up to us when we told staff earlier that we were planning to ride ******** Challenge right before the park closed. We begged the staff to let us down the escalator, as we had made that trip many times that day and knew for certain that it took only 10miN MAX to get from the top of the escalators to the middle of ******** World. Sadly, we were refused entry and had to leave the park without getting to experience riding Bowsers Challenge - the top reason we decided to visit ********** and Universal Studios in the first place.

    Business Response

    Date: 01/10/2025

    Guest has been contacted and this matter has been resolved to the Guests satisfaction.

  • Initial Complaint

    Date:12/16/2024

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On Saturday December 7 2024, at approximately 0920 hours, I got in contact with Universal Studios representatives. The issue was that I had my year pass account on a credit card that I had cancel, I forgot that Universal Studios was on that account, I went to my junk email and found the fail payments from U. studios, I called with a representative and told them my situation and how much after 4 years of never missing a payment, and always in good standing they told me they are not willing to do anything once the contract goes on default. I told them they shouldve called me or let me know that this was happening. I asked the representative to talk to a manager on which he did, Name ********, I explained the situation and she just told me theres nothing we can do I told her is this how you treat loyalty, after 4 years of good business? She didnt care and told me if you have a feed back let me know. I told her, I need to get this fix its only been 28 days of a missed payment, she told me you got to repurchase everything again. I believe U. Studios is not a good business partner, nor respects loyalty. They were are also at fault for no communicating with me and making me aware of my account termination. A phone call wouldve sufficed to take care of the issue and they fail to do that.

    Business Response

    Date: 12/26/2024

    Guest has been contacted and this matter has been resolved to the Guests satisfaction.

Universal Studios Hollywood is NOT a BBB Accredited Business.

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