Complaints

This profile includes complaints for Edaville USA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Edaville USA

  7 Eda Ave Carver, MA 02330-1517

• 

  Edaville USA

  PO Box 825 Carver, MA 02330-0825

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:12/23/2023

  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.

  In early November I purchase nearly $600 in ticket to take my grandchildren on the Santa Express. Two days before the trip some family members got the flu. I called Edaville. They said I could select another date after viewing availability. But I had to email that new date. I did. Some time later I received notice that my alternate date had filled up in the time between selecting it and their responding to my email. ( that to me is problem #1) there should be an option for locking in the date on-line at the time of selection. Anyway I said I would look for another date. Only one date was left that my family could attend. I contacted Edaville again and was told that one was also filled. I then asked for a credit for next year. Later that day I received electronic tickets, but for a date I had not selected, nor could attend. I contacted Edaville again. I received a return call later. The person apologized for the mistake and said she would try to get me in on my selected date 12/17 and would call me back. That was on December 2. Ten days passed and I had not received a call back despite leaving additional messages for the staff. On December 15th I contacted them yet again and received a call back on the 16th. At that point I indicated that because of their error and the lack of communication for nearly 2 weeks I simply wanted a refund. The staff member said they tried to reach me but I have no record of a phone or email communication. She further went on to say that all I had to do was simply bring the tickets that were issued for the wrong date on my initially selected date, the 17th. I asked her how was I supposed to know that, and I frustration informed her that because I had not heard from them for nearly 2 weeks my family had moved on to other plans. The person would not let me speak with her boss a supervisor or the **** She would not give me that name. I wrote toowner last week and as yet have not heard back. Thank you for your assistance.

  Business Response

  Date: 12/26/2023

  I am sorry some of your party had become sick before your scheduled train departure.  However, while we try our best to accommodate all our guests' desires, these special trains sell out quickly (often within hours of releasing tickets), not allowing ticket transfers (as our capacities are limited).  ********* services manager tried hard to get you onboard another train before they sold out, but unfortunately if became too late.  Below is the wording (in red print) at the top of the page you see before purchasing tickets:

   

  Attendance is limited. Tickets are not available for in person purchase and can only be purchased online.
  All children must be accompanied by an adult when in the park and on the train.
  Tickets are non-refundable and non-transferable.
  Edaville is a rain or shine operation. In the unlikely event that Edaville closes due to extreme weather conditions, your tickets can be transferred to another day.
  *********** and **** Land will be closed.
  No outside food or beverages allowed in the park.
  Edaville has the right to change motive power on the train and train schedules at any time.

   

  As you see on the 3rd line, tickets are non-refundable and non-transferable.  We make every reasonable effort to accommodate such instances, but when the tickets are sold out on other trains, we do not have the option to put you on an already full train.  Asking for a refund after the fact does not allow us to sell those seats in which you would like a refund.  

  I can offer you the equivalent number of Gold tickets for one the remaining 4 days of Edaville's 2023 season if you would like.  I will need your order number so that we can get that underway ASAP if you choose.  This would be a great way for your family to enjoy the magic of Edaville this Holiday season.

  Thank you,

  *****

   

  Customer Answer

  Date: 12/26/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:06/05/2023

  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 4 advanced tickets to Edaville Theme park in January 2020 right before the pandemic. The cost was $74. Order Number: 269744.The park was closed for all the summer seasons ever since, I had called and emailed during the ******* as that was when we intended to use the tickets. No one answered until when I tried reaching out again January of this year 2023, I was told I would not be able to use the tickets ever and they would not issue a refund. They said these were non-refundable tickets and that I could have used these in the last winter season which I did not know about. It was the first time someoneresponded in the2years where ****** to make contact atvarious points. Attorney general's office also got involved in this year and tried to call them but did not get any response from the business.They claim someone was answeringcalls 7 days a week in theiremail to me but clearly no one answered.Due to the circumstances of the pandemic, the business was not open for an extended amount of time, we were not able to use the tickets and they will not issue a refund. Their argument is that they were open and responded to all inquiries, but I think it was only in the winter, as I sent them the email that I inquired in Aug. 2022 and did not get a response. Also I called during the previous summer and no one answered.As a business catered to families, they are not considerate of issuing refunds to families when they could not offer theuse of the tickets, instead they are choosing to keep our money without using the park at all.

  Business Response

  Date: 06/13/2023

  I am sorry for Mrs. ***** disappointment, but Edaville has done everything possible to satisfy this situation.  Unfortunately, Edaville was closed by state mandate (covid) from April 2020-August 2021.  Edaville was open for November and December of 2021, and allowed any unused tickets to be used during this time.  A new operating company with new management took over park operations in August 2022.  The new company publicly promoted the acceptance of any unused tickets on our website and ******** for use during our 2022 opening season.  We have been in contact with this customer and have offered her to receive credit in the amount of her purchase toward tickets for our summer event this year, Christmas in July.  As of this writing, we have not heard back from her.  We hope to satisfy her concern, but she has now had 3 years to take advantage of offers of ticket use or a credit toward summer event tickets this year.

  Customer Answer

  Date: 06/13/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I responded right away regarding the resolution and have not heard back.  It's untrue that I have not responded to them.  I asked if it was possible to give me a refund or 4 tickets which I originally had purchased and have not heard back in 4 days.   No credit has been given to me as of yet.  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  Business Response

  Date: 06/19/2023

  We responded to the customer when her e mail came in.  She was offered 4 tickets to our Christmas in July event, as she requested.  We have not heard back from her thus far after sending a e mail containing the tickets that are good for this event.

• Initial Complaint

  Date:01/23/2023

  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.

  Website states that you need to purchase tickets in advance which I did ($140 for 2 adults 1 child). I purchased what I thought was Gen ********* plus a Silver upgrade. The gate person told me I purchased the wrong passes so I asked if I could get those refunded and purchase whats needed..she said no but that I could be refunded by calling them or emailing the next day and she sent me to ************* in the park to purchase the correct tix ($90). So I paid $230 total, cant get anyone on the phone after trying 50 times thru their website and finally reached a nameless person on a different email that my online tickets came thru on and she/he simply wouldnt call me nor answer my calls nor voicemails. My cc fraud department got involved today and now Im posting. A simple phone call or any sort of customer service attempt could have resolved it for a loyal customer for decades and yet here we are. I believe the new owners made the website confusing to defraud customers and the lines were unusually long which also tells me they are overselling to make up for money lost during new ownership who are going to level the place and build housing..just a hunch but I bet Im not wrong. Big changes at edaville under new ownership.

  Business Response

  Date: 02/01/2023

  Yes, we only sell tickets online, with available upgrades to general admission tickets.  I am sorry your experience did not go as expected.  However, our guest services manager has reached out on 2 occasions leaving a message with no call back from you.  We have also asked for a copy of your receipt as well, with no response.  The new website has various ticket options so that guests can tailor their experience and not pay for more than what they would like to do at the park and is in no way meant to defraud anyone.  Feel free to reach out to ******************************* with a copy of your receipts so that we can understand clearly what has happened.  Have a good day.

  Customer Answer

  Date: 02/07/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have indeed sent ALL RECEIPTS several times and have called numerous times, left several messages and have not received any calls back. I have a string of emails to prove these facts. Unless you are having voicemail issues, I cannot understand why you continue to state I am not calling back??? It is YOU who isnt calling me back. Try again.
  

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 02/11/2023

  The images you sent, are not Edaville receipts, but appear to be part of a credit card statement. 

  That said, (and told to you by our guest services manager through e mail, I have reviewed copies) you purchased general admission season passes, which gain you access to the park (Christmas lights, shopping, food, entertainment etc.), but does not include train and amusement rides (all described on our website & ticketing site).  You subsequently purchased the upgrade tickets (inside the park) so that you could partake in the train & amusement rides.  These are two different items for different experiences.  Yes, you could have purchased a ticket that includes all activities, gold tickets of pass(including train & amusement rides) online, however you purchased 3 general admission tickets, and one silver ticket as well. 

  This year we offered a tiered ticketing system that allows families to only pay for what activities they want to partake in, instead of one more expensive ticket for all (this especially saves money for very young kids that do not ride the amusement rides, and seniors and adults that usually do not ride the rides either).  I am sorry you do not share the same enthusiasm as thousands of other families, allowing them to save money, only by purchasing what they would like to do.  

  Customer Answer

  Date: 02/16/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:01/23/2023

  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.

  Purchased three silver tickets for Christmas visit. The weather for the planned date (12/23) forced many events to be cancelled.as there was torrential rain and wind. I contacted the business to request the tickets be honored for another date and never received a response.The business does not respond to their emails or phone calls. This is disgraceful for a family entertainment venue; especially during holidays.I will be sharing my bad experience and encourage people to NOT support this business.

  Business Response

  Date: 02/01/2023

  I am sorry we were not able to connect.  Apparently, you stated to our ***** Services Manager that our e mails to you went into your spam folder.  We do respond to phone calls and e mails as quickly as possible and take it very seriously.  That said, we do our best to accommodate moving tickets to other days due to customer requests, however, that is not always possible if other days are sold out etc.  Edaville was open that day, and many other guests enjoyed the park, and we are sorry you did not do the same.  We have offered for you to use your tickets during our 2023  season.  We hope to see you then.

• Initial Complaint

  Date:12/30/2022

  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.

  Edaville closed during COVID and refused to let people refund their 2020 tickets in 2021 and then in 2022 posted this on ******** and then changed their minds about refunds after people emailed them. The park has very little of the same experience and even with a rebooking we wouldnt be getting the same value moneywise. I would like my money back.

  Business Response

  Date: 01/19/2023

  Unfortunatly Edaville was required to close during covid, but allowed the use of 2020 tickets in 2021 when it reopened.  Edaville opened in 2022 under new management and the new operating company very graciously also allowed the use of the pre-purchased 2020 tickets for the 2022 season.  I am sorry you have chosen not to use your 2020 tickets in the past 2 years and enjoy the park as many other familys have done.  Yes, the new management is making changes to Edaville as it moves into the future, and we are sorry you do not share the same enthusiasm for Edaville as many others do.  The current operating company has offered the use of your tickets, however, cannot refund tickets purchased form a different company over 3 years ago.

• Initial Complaint

  Date:11/26/2022

  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.

  Purchased 4 "gold tickets" in order to ************** train and other rides. Pre-purchase tickets as was required based on their ******** stating no tickets sold at gate. I feel this was a scam as they sold so many tickets and were allowing folks to buy at the gate, that it was virtually impossible to get on any rides. The lines were 1 to 2 hours long and some of the rides became out of order due to such high demand. A staff person told us they sold double the amount of tickets they normally would to " prove" the park could handle it. So even though our tickets were supposed to be unlimited rides, we were only able to go on 2 due to such high volume of tickets sold. This was a foreseeable situation and the owners knew it and chose to oversell anyway.

  Business Response

  Date: 11/30/2022

  Normally Edaville only sells a handful of walk-up tickets, and the majority are purchased in advance online.  We were caught off guard by the amount of people that came to purchase tickets on this unreasonably warm day.  I can guarantee you that there was not any attempt to oversell the park, as our capacity limits are restricted by many factors.  (I don't know why a staff member would say such a thing) Unfortunately, like many other businesses we are short staffed as well, and the number of guests allowed, exceeded what our desired capacity is.  Please contact me at ********************************** so that we may resolve this issue.  We have modified our ticketing system, changed our procedures, and I can guarantee, this will not happen again.  Thank you for your attention to this matter.

  *****