Complaints

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.

• Initial Complaint

  Date:01/13/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased hot chocolate there and was charged the wrong price as they didn’t use my season pass.
  - worker said to pull the card and that the first charge didn’t go through, but it did.
  - upon looking closer, I think I was still overcharged on the “corrected” purchase.
  - support team stopped responding to my emails. They are not returning left voicemails.

  Business Response

  Date: 01/17/2025

  Hello, 

  We reached out to this guest and refunded the accidental double transaction and overcharge. 

  
  Thank you,

  Lake Compounce Team

• Initial Complaint

  Date:08/19/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 Wed 8/14 I went to Lake compounce. There are machines next to the Lockers. I swiped my card waited a really long time and the machine froze. So I swiped again and waited. Thinking that it was the machine, I went to another machine and swiped with a different card. Didn't work. A worker told me to go to guest relations desk. I went to desk relations desk and a boy working at the counter ushered me to the machines to test it out. Told me to swipe again, didn't work. I asked if I will be charged more than once and his response was "No". He showed me how to get a locker using the QR code login sticker using the phone. I was charged 3 times. Twice through my debit, and once through my credit card in the amount of 23$. I have been attempting to reach this place via phone and email and have received no response. Even the "operator" does not answer. The "Campgrounds" portion of the company is the only person that answers. A man answered the phone and gave me some extensions all of which do not work. I want my money back as these are fraudulent charges.

  Business Response

  Date: 08/19/2024

  Hello, 

  We reached out to this guest on 8/17 with instructions on how to receive a refund. Our lockers are operated by a third-party vendor, so the refund request goes through them. 

  Customer Answer

  Date: 08/20/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I understand that it is through a third party vendor. You are on notice that these machines do this and I have a hard time believing that this is the first complaints you've had about these machines. Why are they still up if they do this? Just for the next person to swipe and get charged multiple times? I am more disappointment that nothing seems to be changing about the situation, leading to more people getting charged multiple times by machines that freeze. At this point it is not ignorance of the problem at hand, it's negligence.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 08/28/2024

  Hello, 

  We have reached out to both the guest and our third-party vendor to aid in expediting the refund process. We are also working with the vendor to remedy this issue. 

  Thank you.

  Customer Answer

  Date: 08/28/2024

  
  
  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 got my refund and it seems that they are fixing the machines.

  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:08/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 wanted to rent an umbrella and lounger and when they told me it went from $20 to 140. i told them I did not want to rent but they already charged my card. They said they would have to refund me the next day which they never did. I called and was told the person who refunds is on leave and I cannot get my refund until they return. This has got to be illegal. It has been 6 days. I asked to speak to someone else and was told no.

  Business Response

  Date: 08/15/2024

  We have reached out to the guest to gather more information needed to complete the refund. 

• Initial Complaint

  Date:06/10/2024

  Type:Facilities Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  My family of three visited on May 24th and were completely disappointed. I have a 3 year old. While we understood she wouldn't be able to go on every ride, we felt there was enough in the toddler section to have a fun day based on the information from their website. Unfortunately, half of the rides were closed because they didn't have enough staff to operate them. I have photographs of several closed rides that I have attached. Additionally, we purchased a speedy pass only to be told by two employees that we shouldn't have been able to purchase that because the system wasn't up and running yet. I have reached out to the business three times now with my complaint and request for a refund. While I understand rides sometimes need to be closed for maintenance or other issues, having so many rides closed, particularly those that were most appropriate for my 3-year old, is plain wrong, especially when I'm still being charged full rates for entry. I should also be getting a full refund for the speedy pass since the system wasn't even operating. I'm also very upset that they do not even have the decency to respond. I feel that coming to the BBB is my only course to escalate this and receive a resolution.

  Business Response

  Date: 06/11/2024

  Hello, 

  We reached out to this guest to issue a refund and tickets to come back another day. 

  Thank you.

  Customer Answer

  Date: 06/17/2024

  
  
  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,
  
  
  
  ******* ******

• Initial Complaint

  Date:07/11/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 purchased 2 "Gold" season passes on November 25 2022 for the 2023 season for my son & myself, total=$252.00. When purchased, the passes were to include admission into themepark & waterpark on all posted operating calendar days & hours, use of rides & waterpark. This included DAILY operations from end of June - 3rd week of August. The park also advertised on their website they remain open in "rain or shine." We've only been able to make 2 visits in 4 months because park has closed on several occasions, for entire days due to forecasts of light & brief rain, sometimes making the call to close 6 days in advance for 50% chance rain in forecast.
  
  The operating calendar has also been reduced by more than 1/7 without notifying customers. They're now closed 1 weekday per week, usually Tuesdays & Wednesdays which are the days I'd go as they're my days off. Park is also closing 1 full week earlier than previously advertised in August. Operating hours have also been shortened most days every week.
  
  On both visits we've been able to make, several attractions were closed all day including large part of waterpark. On one visit 3 of 4 rollercoasters were closed all day. On 7/10/23, I made a 2+ hour round trip commute to arrive to a closed park. The sun was shining & there was NO notification on their website or social media page that they were closing at 230pm that day, despite their website showing a calendar that the park was to be open until 8pm this day. There was NO inclement weather in forecast. One of the employees at parking lot said the park was closing early because "it was not busy enough to stay open."
  
  I am not receiving the service I paid for, unable to use season pass per purchase agreement due to excessive & unreasonable park closures, reduced operating days & hours, excessive attraction & waterpark closures. I am requesting a MINIMUM refund of 33% of total cost. I have opened dispute with credit card company over two weeks ago; they have not yet responded.

  Business Response

  Date: 07/19/2023

  Hello *******,
  
  We are disappointed to hear that you have not been satisfied
  with your visits to the park during the 2023 season. While our operating hours
  are subject to change, we are happy to report that the park has increased its
  operating calendar due to increased demand and it is now open daily as
  originally scheduled through August 20.
  
  We would like to connect with you further about your past
  visits to the park. Can you please email us at ********************** so a member of
  our management team can contact you directly?
  
  Thank you

  Customer Answer

  Date: 07/19/2023

  
  Complaint: ********
  
  I am rejecting this response because: The park did not offer a solution to the previously listed problems I have experienced with access to using our season passes and attractions as intended per our agreement. Despite the park (tentatively) increasing their operating schedule back to 7 days a week, they continue to close the park early in the day due to low attendance and/or imperfect weather (ex. July 18 park closed at 3pm for brief passing rain storm). The park also failed to acknowledge how unethical and inappropriate it was to close the park during a sunny beautiful day at 230pm due to low attendance, and I made a 2+ hour commute for nothing, and was unable to use my pass. There was no valid reason to close before their posted closing time on their website. Furthermore, there was absolutely no notification on both their social media page or website to notify consumers they were closing early on a sunny day. The park also failed to acknowledge the several instances where we have been unable to use our season passes per our purchase agreement over the past 6-7 weeks.

  We made 1 more attempt to visit the park this week on Monday July 17. There were four waterslide attractions closed as well as their large wave pool during our visit (which is approximately half of all the waterslides they have in their waterpark). The waterslides that were closed were every single one that is appropriate for my aged child (the twisted blue, purple and orange slides, and the blue waterslide in lazy river). Due to the excessive closures in the waterpark, the things that were open and were appropriate for my child's age/height had excessively long wait times and made for a miserable experience. We were also rushed off attractions by waterpark staff. Several rides again were closed including the Kiddie Coaster, Dumbo, Kiddie Pirate Ship, Saw Mill Plunge and Pirate Ship. 

  Their parking lot is unsafe for vehicles that have a lower ground clearance and there are several significantly wide and deep pot holes that may have damaged a component of my vehicle's suspension, despite a very slow speed.

  The park is also aware of the significant problems with line cutting, but employees and management are ignoring the problem and failing to follow their posted line cutting policies which includes expulsion from the park. My child and I had to watch a verbal and physical altercation between two families due to line cutting and the management involved and security did not penalize the perpetrators whatsoever, and in fact, they were allowed to ride the attraction in front of the family they cut, as well as continue their stay in the park. This was very upsetting for my child to witness. We also experienced several instances of line cutting inside the waterpark, and the two lifeguards who were aware of this shrugged their shoulders and did not do anything. There were many inappropriate things my child was subjected to during our last visit to this "family park" that included a man wearing a shirt with profanity, another man wearing a shirt with slang words for male genitalia, rowdy teenagers, people fighting, arguing, swearing etc. At times, I did not feel safe.

  I expect at least a minimum refund of 1/3 of our purchase which is $84. It does not matter if the park tentatively increased their operating days back to 7 days a week when they are still closing early on multiple occasions, and excessive rides and waterpark attractions remain closed. We also need to be compensated for the loss of use over the past 6-7 weeks. The park is also a potentially unsafe environment for my family, and they are neglecting to enforce their policies to ensure a safe environment for consumers. 
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 07/20/2023

  Hi *******, 

  I apologize for the experiences that you have had at Lake Compounce. I have passed your comments along to our management team. We can offer a full refund of the 2 gold passes that you purchased. Once refunded, the passes will no longer be valid for the remainder of the 2023 season. If this is something you would like to move forward with, please email me your confirmation number for your passes at *****************************. If you don't have the confirmation number, we can look it up in our portal with the email address you used to purchase the passes. 

  Thank you, 

  Megan

  Customer Answer

  Date: 07/20/2023

  
  
  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. As instructed, I have emailed Megan this evening at the above email address, asking to proceed with a full refund.
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:05/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We camped with Lake Compounce Campground on opening weekend (April 28-30, 2023). The only reason for staying at the campground was to go to the park. When we saw the forecast for the weekend , we contemplated rescheduling. However, all of the information on the park and campground websites state that the park stays open rain or shine and indicates which rides close under specific conditions. In fact the campground says that their reason for not giving refunds due to weather is because the park never closes. If we knew there was any possibility of a park closure, we wouldn’t have wasted our time and money on a trip to the campground. The amusement park was supposed to be open on Saturday and Sunday from 11-6. They closed at 1:00 on Saturday due to inclement weather, but at that time the weather was better than when they opened at 11:00. Heavy rain didn’t begin until about 5:00 pm and there was never any lightning before 6:00. Posts were made on ******** prior to opening weekend and the park insisted they would be open rain or shine. While we did get rain tickets for the park on Saturday, no reparation was offered for the cost of our campground stay. We decided to stay the night as all advertising on the park website, campground website, and ******** indicated they would be open on Sunday. The park never opened on Sunday.
  Due to the false information posted on their websites and closure of the park on both days, we are requesting a full refund of $115 (which includes the booking fee). I’ve spoke with the staff in the camp store and was told I would get a call back. I never did. I sent multiple emails and never got a response.

  Business Response

  Date: 05/22/2023

  Campground Manager reached out to this guest and issued a refund for her stay. 

• Initial Complaint

  Date:02/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased seasons passes for 2024 season for six people. My daughter not knowing I bought passes also passes for the season for six people. And all I wanted was to take the passes I bought and put them in the 2024 season. Because we can't use multiple passes for the same people in one season and makes no sense. I have emailed three times I have called at least five times and left messages and nobody seems to respond and it seems like this should be an easy fix

  Business Response

  Date: 02/14/2023

  Hello, 

  Our team has reached out the guest and are issuing a refund.

  Thank you.

• Initial Complaint

  Date:01/03/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 have 3 Gold Season Passes for my children and I. I purchased a one day pass for my husband on 12/17/22 to attend the Holiday Lights. The first attempt at an online purchase was with ***** ***. It errored out, so I tried again. Again, an error. I attempted a third time using ****** and it worked. However, I also got an email that one of my ***** *** attempts also went through despite the website error. When I got to the park, I went to Guest Services and explained the issue. The manager wasn’t there, so I was handed a yellow slip of paper detailing my issue and was told I would hear from management. I never did. So I called a few days later, talked to an employee, was told issues with ***** *** happen frequently, and he would put through a request for a $28.99 refund with management. I know refunds can take a few days to appear on credit cards, but it’s now 12/31/22, and I’m still out the money. I just want my refund of $28.99 as I was charged that amount twice when I only needed one ticket for my husband.

  Business Response

  Date: 01/09/2023

  Hello, 

   

  We have reached out to the guest and processed a refund. 

   

  Thank you, 

   

  Megan M****

  Customer Answer

  Date: 01/10/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as the refund actually hits my credit card. I’ll know in a few days. 
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:12/21/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  False advertising with refusal for refunds. December 17, 2022 I paid for 3 adults and 2 children tickets plus two cars for parking. Right off the bat, $165. There is advertisement on the company's facebook and website that pictures with santa is available 5-8pm. At 640pm there is a sign that the line for santa ends at 630pm. There was noone in line for santa at 640pm and he leaves. Every worker is under the impression he must leave by 630/7pm. My ONLY reason for driving an hour to Lake Compounce in 30 degree weather was so my kids could visit with Santa. The company has refused to acknowledge my complaint and still advertises santa is available until 8pm. I was directed to ****** *** (corporate) and yet multiple voicemails and an email has not been responded to as of 12/20/2022.

  Business Response

  Date: 12/21/2022

  Hello, 

  The hours for Santa are 5-8pm Fridays & 4-7pm Saturdays & Sundays. This information is listed correctly on our website. The facebook post attached is referring to our Friday hours of operation, which it states. The second post is likely from before we changed our hours of operation earlier in the month. The correct hours have been listed since the change, and were listed when this guest visited the park. 

   

  We will reach out to the guest to rectify the situation. 

   

  Also, the email on this account is an outdated one as ****** no longer works here. Can we please change the email to *****************************?

  Thanks,

  Megan

• Initial Complaint

  Date:08/29/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 August 27 at 1:43 pm I purchased 2 refillable drink cups for $42.92. I went to the filling station and tge machines weren't working. I immediately went inside and reported to cashier, she told me I would have to find another station within the park. All 4 station were not working. I went to guest relations and Ginny the admissions manager told me they were all working. I stated that was a lie I had just been to all 4. She refused to look at my receipt or come with me to the station. She refused to refund my money. She was not nice or helpful and I feel like they are taking advantage if people selling products they did not provide. $42 is alot for soda they we didn't get.