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:06/28/2023

  Type:Service or Repair 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.

  Our BETA group was there for BETA night and there were warnings before the outing and Kentucky Kingdom would not refund our money so many of us went and as soon as we got there we went to a ride that we never got to ride and my mom and another little boy was in line waiting to ride the old timer cars. It started hailing and we hollered at everyone to seek shelter and the workers of that ride shut the gate and took off leaving everyone else in line. My mother is not able to climb over the gate like others were doing so this little boy picked her up and got her over. Than we went to the cement bathroom for shelter and the employees started hollering and kicked us out little kids and all in a hailstorm with golf ball size hail beating down. We were kicked out of the park and ran to the west wing of the expo center. It was horrific and others in our group had to beg them to let them in a storage area in the very back of the park because they wouldn’t let them at first but they had little kids and 2 motor scooters and they couldn’t make it to anywhere else. All of this and they hey stated on the news that they may refund partially and BETA will refund the rest. I think they need proper training for emergencies like these and I personally with many others would like to know the reasoning behind kicking us out of our shelter into a horrible hailstorm. The ones that rented the scooters has called and Kentucky Kingdom refused to reimburse them. Our group never sat on a ride at all. We paid all that money and was treated horribly. We all would like answers and for Kentucky Kingdom to be responsible for refunds for everything. This is very unacceptable and not the way to run a business.

  Business Response

  Date: 07/04/2023

  We regret that this guest and her
  group were unable to enjoy Kentucky Kingdom due to inclement weather. 
  
  The BETA group was a private
  event with payment made to Kentucky Kingdom by the group, not by individual
  attendees.  Kentucky Kingdom made refund
  arrangements with the BETA group which then made refunds to individual attendees
  upon request.  We urge *** ***** to
  contact her BETA representative for a ticket refund.
  

  Customer Answer

  Date: 07/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: there was a safety issue. They kicked us out of a safe shelter in place in the middle of a hailstorm with golf size hail to run through the park, out of the exit, through the entrance way, across the road, across a large parking lot to seek shelter. That is very unacceptable. The employees of the old time truck ride left the people waiting in line with the gate shut and never told them to seek shelter. Very unacceptable. Safety is a big issue. 
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 07/11/2023

  Kentucky Kingdom followed safety procedures by evacuating guests and employees to an emergency shelter at the Kentucky Exposition Center, which is adjacent to the amusement park.

   

• Initial Complaint

  Date:06/26/2023

  Type:Service or Repair 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 bought a 2 day pass memorial weekend May 2023 an the 2nd day of my 2 day pass it rained so I went an upgraded to silver pass an paid originally 54.99 ticket then upgraded 4 passes to silver an paid 125 dollars. Today when we went back I asked to upgrade to gold which was told would be 15 dollars a pass an when they went to do it told me I had to pay 65 dollars for each pass which is crazy the difference in gold an silver is only 15 dollars I compared to gues services they refused to help I have receipts showing exactly what I paid an they basically wanted me to pay 140 dollars for each ticket which is insane a hold pass is only 89.00 dollars. We definitely won't be buying season passes here again we will go to the parks In Missouri an Indiana this park rips off its season pass holders

  Business Response

  Date: 07/04/2023

  We very much regret that this
  guest had a problem upgrading her silver season passes to gold season passes while
  at the park June 25.   *** ****** is correct that the upgrade should
  not cost $65.00 per pass and her season pass account has been updated to allow
  her to upgrade her silver season passes to gold season passes for $10.00 each
  (the price difference between the two season passes).
  
  We are sorry that the guest was
  unable to upgrade while at the park and appreciate her bringing this matter to
  our attention.  Upgrades from silver
  season passes to gold season passes are very rare and our ticketing system was
  not set up properly for this procedure. 
  We apologize for this oversight and for the fact that our Guest Services
  team was unable to assist *** ****** during her visit to the park.
  
  Again, our apologies to *** ***** and her family.

  Customer Answer

  Date: 07/05/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  ***** ******

  
  

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• Initial Complaint

  Date:07/18/2022

  Type:Customer Service 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.

  07/15/2022 Purchased 4 kykingdom passes, 3 in January and one in June. listed benefits and pass levels needed for those benefits and one attraction to me was bring a friend. we planned our trips this year surrounding this benefit but went to use the benefit and was told that expired on June 12, 2022! I personally do not remember seeing anywhere on the site where i made the purchase about this expiring date. I even told a co-worker about it and she bought 3 passes also intending on using this benefit at some point this summer. I reached out to customer service and through a bunch of emails I asked them for an image of what they say their advertisement said about this bring a friend and they declined to do that but said i can report this to whomever i want and they will provide you with the documentation so that's what I'm doing. also now that benefit isn't available when purchasing a pass unless its gold which I was allowed to upgrade one of my silvers (just the one i purchased in June was eligible??) so I didn't have to pay full price. we didn't go until 3 and they close at 7 which with a pass is fine or free friend is fine but this didn't work out and i was very surprised and talking to other park visitors and passholders they were surprised as well and then a benefit of 10% with silver and 20% with gold is available for merchandise is available but i wasn't able to use my new gold status yesterday because even though I upgraded I needed to go back up to customer service and get an official upgrade ( what does that even mean plus I'm at the total opposite end with kids in line for rides so I said forget it but I really would've liked to have been able to use it)
  I came home and looked up other parks and passes they offer and there are certain dates available with their bring a friend but it also states that in the same sentence bullet point thing. that makes sense but for kykingdom not only was their way of explaining it so confusing and left me with more q

  Business Response

  Date: 07/21/2022

  Per the guest’s request, Kentucky
  Kingdom provided a copy of the Bring-A-Friend Tickets FAQ from our website (see
  attached e-mail request from guest dated July 15 at 6:53 p.m. with response
  from Kentucky Kingdom dated July 16 at 8:37 a.m.).  As you can see, this item specifically states
  the expiration of the Bring-A-Friend tickets provided with both Silver and Gold
  Season Passes.  This expiration
  information was also included on the season pass purchase information on our
  website (also attached) when season passes were made available for purchase.  At no time did park personnel refuse to
  provide this information to the guest.
  
  All Silver Season Passes are
  eligible for upgrades to Gold Season Passes at any time.  All Gold Season Pass benefits are also
  available immediately upon purchase or upgrade, which the guest completed at a
  ticket window on July 15 at 3:36 p.m.  No
  further action is required of guests once this upgrade is completed, other than
  picking up a Gold Season Pass souvenir cup for free soft drinks, which the
  guest could have done at the ticket window.
  
  We certainly regret that the
  guest was confused about season pass benefits and of course welcome questions
  at any time.