Complaints

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

close

Find a Location

Carowinds has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Carowinds

  14523 Carowinds Blvd Charlotte, NC 28273-6756

• 

  Carowinds

  PO Box 410289 Charlotte, NC 28241-0289

• 

  Carowinds

  300 Carowinds Blvd Charlotte, NC 28273

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:07/10/2025

  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 am submitting a formal complaint regarding my visit to Carowinds Amusement Park on May 28, 2025. I purchased tickets ($124.27) for a full day of park access, with the understanding based on Carowinds own website and social media that the park would operate from 10:00 AM to 7:00 PM. To celebrate my daughter's birthday, I drove over three hours to reach the park, expecting a full day of entertainment.We entered around 1:00 PM, but by 2:00 PM, an announcement was made that the park would close at 4:00 PM, three hours earlier than advertised. The justification provided was inclement weather. However, I have timestamped photo evidence clearly showing sunny skies at the time of closure. Additionally, multiple weather forecasts for *********, ** on that date showed no rain or storms predicted.Beyond the early closure, a significant number of rides and attractions were closed all day, including major thrill rides, which further reduced the value of the experience. It is widely reported that Carowinds has a pattern of shutting down early due to low attendance, falsely citing weather conditions to avoid issuing refunds.This experience represents a clear misrepresentation of the service offered and a failure to deliver what was paid for. The reasoning for the closure was not only inconsistent with observable conditions, but no proactive effort was made to offer refunds or accommodate guests.Given that the service was not rendered in full and the reasoning was demonstrably false, I am requesting a full refund. I have attached supporting documentation including photos, weather reports, and ticket information.

  Business Response

  Date: 07/12/2025

  ********,

  Thank you for reaching out about your visit to Carowinds on May 28, 2025. We do apologize for the park closing on your visit and that you were not able to enjoy the full operating day with us. As you stated, we do not typical do refunds for early park closure, but depending on the time of the closure, such as for May 28th, we do automatically re-activate any day tickets Guests purchased to use on another day through Labor Day to have another day on us for the inconvenience. With the distance you traveled, I am happy to refund your order and should receive and e-mail confirmation and that amount will go back to the card used which typically takes a few business days. 

  Once again, we apologize for the inconvenience and hope that you will come visit us again in the future.

   

  Thank you,

   

  *****

• Initial Complaint

  Date:07/08/2025

  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.

  We visited the park on July 7th 2025 and it was a disappointment. We checked in advance to make sure that there were suitable rides for the 2, 3 and 5 year olds in our party and found plenty, but upon arrival we discovered that many attractions were closed and most of the ones that we tried riding in Snoopy Land were in direct sunlight and boiling to the touch! We had to get off a few of the rides because our children (and us) were getting burned by the scorching hot surfaces. We were not the only ones unable to use the rides. When arriving at the water park we found out that, again, many of the rides were closed, including the entire area that was suitable for our kids. Also, we tried going on some of the adult watersides and burned our feet walking to them, as shoes are not allowed and the pathways are in full sun and there is nothing being done to make sure they are cooled down.We will not be coming back. What a disappointment.

  Business Response

  Date: 07/09/2025

  Hello,

  Thank you for reaching out to us about your recent visit to Carowinds. We apologize if you did not have the experience you were hoping for when visiting on July 7th. After review of our operating day, it appears all of our attractions were open and operating with the exception of the current scheduled ride closures which we post on our website for Guests to better plan their visits to the park at **************************************************************. As stated, ride availability is always subject to change and appears on your visit, a handful of attractions did have some minimal downtime for various reasons. 

  Unfortunately, we typically do not do refunds and will not be able to assist with your request as you purchased tickets through a outside vendor ******* and would have to contact them for an refund. We can, however, send you four complimentary tickets to use on any operating day for our 2025 Season to come experience the park again on us. 

  Once again, thank you for reaching out and have the best day.

   

  *****

  Customer Answer

  Date: 07/09/2025

   
  I am rejecting this response because:

  It's not a response. It's an automated msg.

  
  

  Business Response

  Date: 07/09/2025

  Hello,

  We do not have the ability to send automatic responses on BBB. My name is ***** and I'm an Operations Manager for Carowinds. The response I gave you was from me in which I typed it up and is still the response we have for you for your visit. 

   

  Thank you,

   

  *****

  Customer Answer

  Date: 07/09/2025

   
  I am rejecting this response because:
  No acknowledgment was made to anything I said and no resolution was offered.  

• Initial Complaint

  Date:07/07/2025

  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.

  My wife and I decided to RV camp @ Camp Wilderness this July 4th weekend. Our plan was to utilize the Carowinds provided shuttle service between the campground and the park. Saturday morning on our shuttle ride to the park we heard there was a lot of chaos regarding the Best Day Rd closure trapping campers at the park until 1am Friday night. My wife and I did not want this to happen to us Saturday night. We asked the campground office what time the last shuttle would take campers back to the campground before the fireworks show. Carowinds employees stated the last shuttle time would be 9pm then Best Day Rd would close for fireworks starting @ 9:30pm. My wife and I arrived at the shuttle pickup site at 8:15pm. We could see there was a CMPD vehicle blocking the road. We called the emergency number posted on the shuttle pickup station and explained the situation and were told; sorry for your luck, well pick you up after the road re-opens. My wife and I approached the **** officer and explained that my wife had needed medication in the camper and could not wait until a possible 1am return time therefore we decided to walk Best Day Rd back to our camper as waiting until a possible 1am return time was not an option for my wife. We were stopped by Carowinds security and told we would be suspended. I explained Carowinds had not held up their promise to bring us back to the campground and staying was not a medical option for my wife. Security followed us back to our camper, we were suspended and asked to leave the property. They continued to ask for information? The constant asking for information made the situation worse. After completing my camper hook up check list, I asked to be guided through the crowded campground since it was now dark, and they refused to do so. We will also reach out to local news stations. A business not holding up their end of the deal and penalizing the customer is unacceptable.

  Business Response

  Date: 07/08/2025

  ****,

  Thank you for reaching out and sharing your concerns. Im truly sorry to hear about your experience, and I understand how frustrating this must have been for you and was good to speak with you on the phone just a short bit ago. As discussed on the phone call, I have stopped future payments for your passes so no further action needed from you on that. We will ensure for future fireworks shows that we will provide the best information we can for our Guests knowing we are sometimes at the mercy of a fire marshal who has the final say on clearing an area prior to a fireworks show.

  Once again, it was good speaking with you on the phone on this and for bringing it to our attention.

  Thank you,

  *****

  
  
  
  

  Customer Answer

  Date: 07/08/2025

   
  I am rejecting this response because:

  *****, As I stated on the phone; My wife and I did everything correct (arriving 45min before the stated time). Carowinds not fulfilling a stated promise then making the customer out to be a criminal after we did what we had to do and get to my wife's medication is unacceptable. You cannot deny customers access to the campground an hour before the stated time with no park announcement. In other words, if the fire ******** suddenly required more time of road closure prior to the fireworks show, then the show should have been moved out accordingly instead of trapping campground customers at the shuttle pickup. You stated I should have reached out to guest services Sat night. I did as I called the emergency number and was told nothing could be done until the road re-opened. Then your security team continued harassing me for "additional information" while I was trying to insure my camper was hooked up properly for safe travel. I am still unclear as to what "additional information" they needed when they had my first & last name, email, and phone number from my campsite reservation. It's also extremely concerning how it is OK in Carowinds eyes for your security team to harass me for additional information, yet you could not provide me with your last name. The entire event has caused much undue stress for my family. As I stated on the phone, I have also submitted a formal complaint with Six Flags corporate and have reached out to a local news affiliate in hopes the public is made aware of your actions and no other family has to deal with this in the future.

  Sincerely, 

   

  **** ******

  
  

  Business Response

  Date: 07/12/2025

  ****,

  We do not strand our Guests from getting to/from our Campground. Our shuttle service suspends temporarily for any of our fireworks shows and resumes after they conclude getting our Guests safely back to the Campground within 30mins-60mins after scheduled park closing. Since you all proceeded to go past a CMPD block point and enter a restricted area, our Security Teams ensured you were escorted off our property placing a year ban to not re-enter and will ask for your information to complete that process in the moment.

  We have honored your request to stop all future payments of your season passes and appreciate reaching out to us about your concern.

   

  Thank you,

  *****

• Initial Complaint

  Date:06/29/2025

  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.

  I sent you a Email on Friday about I have 2 Free PASSES to your Park for last year but I NEVER Used them I want to use them this Year and YOU STILL NEVER REPLIED TO ME NOW.

  Business Response

  Date: 07/05/2025

  Hello,

  Thank you for reaching out. Typically, it may take 5-7 business days to receive a response from our Guest Experience Team. It appears they have responded and hope they are able to assist you with your request.

   

  Thank you,

   

  *****

• Initial Complaint

  Date:06/26/2025

  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.

  Carowinds ************************** does not provide timely needed phone ***************** I had a season pass issue that I had tried several times to resolve using the only available Carowinds ************** contact number. I have uploaded screenshots to show the times I tried contacting them. On June 26, 2025, I tried again to reach a person in ************** via phone. After another episode of the Carowinds canned message playing for nearly 30 minutes I decided to drive ***** minutes to the park while having my phone still connected to the ************** number. The canned message repeats over and over again with the "someone will be with you momentarily". Upon arriving at the Carowinds entrance I was told I would need to pay $30+ for parking even though I requested a temporary parking pass and mentioned I was there to speak with someone in ************** located outside the actual park. I happened to be a season pass holder so I was able to bypass the fee but it was a second disappointment that Carowinds does not offer a temporary parking pass for anyone who needs customer service at the park. After getting through the parking entrance, I was still on hold. As I began to walk to the outside park ************** I finally got someone on the phone. This was at the one hour **** of being on hold. I mentioned to the person in the *********** that I had been on hold for an hour. After a back and forth with this gal I told her I was at the park and would go to **************. The supervisor in ************** located outside the park gates was able to fix the season pass issue but not able to offer anything other then the call center gets lots of calls and there are two people working in the center. Why is Carowinds *********** so behind the times? Most any other business can offer you a queue and a call back. Surely Carowinds does not define "momentarily", as an hour on hold listening over and over again to their canned message!!

  Business Response

  Date: 07/04/2025

  Hello,

  Thank you for reaching out and about your concern with our ************ We strive to provide the best customer service possible and keep our wait times as minimal as possible for our call center though from time to time do see a very high volume of calls that can create unexpected lengthy delays. We do have a new website coming soon that we will have an additional online AI Chat that will allow our Guests to get quicker answers to more of our general questions to assist our call center with the call volume we get. Guests can always stop by ************** or complete a "Contact us" online as well for additional assistance for any questions, comments, concerns or issues with tickets or passes. We apologize for the time you called the wait times were a bit lengthy and we do offer refunds for Guests who may pay for parking to just stop by ************** for any service or to pick up items from our Lost and Found.

  Thanks again for your feedback and will use this to better enhance our service,

   

  *****

  Customer Answer

  Date: 07/05/2025

   
  I am rejecting this response because: An ** feature on your new website would not have helped me; I needed a real person, a real customer service experience not an artificial one. Your response is also unsatisfactory because the other alternative it requires me driving to the park and then paying at the gate for parking which I then would need to go to ************** for a refund. It is also unclear whether the refunded parking is immediate to my bank account. Are there really no other ways in which Carowinds can deliver a customer service experience? Keep the ** interactions for FAQ's but how about doing what other businesses do and provide a call back queue with a reasonable half hour or hour call back time for those who need a REAL person's interaction?!
  
  

  Business Response

  Date: 07/08/2025

  Hello,

   

  Thank you for your feedback. We understand how important it is to have your call answered quickly, and we sincerely apologize for any delay you experienced. Our team is working hard to respond to every Guest as quickly and efficiently as possible, and were actively looking at ways to improve our response time. Your time is valuable, and we truly appreciate your patience. If theres anything urgent youd like us to address right away, please feel free to provide more details here or let us know the best way to reach you. As a Season Pass Holder, parking is included with your pass so any visit to the park you would not need to pay for parking.

  Thank you again for reaching out,

   

  *****

• Initial Complaint

  Date:06/24/2025

  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.

  On May 24, 2025, I visited Carowinds with my family using season passes we had just purchased. We experienced poor customer service, conflicting staff guidance about a broken refillable drink cup, and general confusion regarding park policies like ****** and vendor closing times.Later that day, my husband was approached by multiple security guards while waiting near a restroom. One guard made an inappropriate comment, which created tension. We were not informed of any rule violations or consequences at that time.The next day, May 25, we attempted to re-enter the park and were stopped by security manager ***** ********* before scanning our passes. He claimed our passes were on hold due to an incident the night before, which was not previously communicated. He aggressively demanded ID, photographed mine without consent, and refused further discussion. He also stated my children could return to the park without a parent, which I found inappropriate. As we exited, we were followed by security and law enforcement. Mr. ********* noted my license plate, which made me uncomfortable.I submitted a formal complaint to ************** via email on May 28, 2025, requesting a response. As of today (June 24), I have received no reply. Ive attempted to resolve this matter directly and have been more than patient. The park has continued trying to charge my account despite restricting access, which I believe is unethical and possibly unlawful under North Carolina consumer protection statutes.

  Business Response

  Date: 06/30/2025

  Hello

  After review of your case, we are not able to come to a resolution due to the nature and actions of your party towards our staff and local police officers. 

   

  Thank you,

   

  *****

  Customer Answer

  Date: 07/04/2025

   
  I am rejecting this response because:

  I am being charged over 1k for service that I cannot use. Im being robbed of my hard earned money for nothing in return. I believe by law a business is REQUIRED to offer services.

  
  

  Business Response

  Date: 07/07/2025

  Hello,

  We are not able to offer a refund do to the actions that occurred. As per our Ticket Terms & Conditions, which can be referenced at *********************************************************, "Improper Behavior:  A Ticket is the property of Six Flags and is non-transferable, non-refundable, non-exchangeable, and not valid for cash. A Ticket may also be revoked without refund, and the Ticket Holder removed from the park for any misuse, failure to abide by applicable terms and conditions or conduct detrimental to the park, including theft of property or services, violation of Federal, State, Provincial and Local laws, assisting any person to obtain unauthorized entry, violation of park rules, safety procedures, vandalism, disorderly conduct, intoxication, and possession of intoxicating liquors (except as properly purchased within the park with valid identification and used responsibly), drugs or weapons."

   

  *****

• Initial Complaint

  Date:06/23/2025

  Type:Delivery 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.

  Good afternoon. I submitted the following problem to Carowinds, received an automated confirmation email with Ticket #******, and didn't hear anything further. Without being able to add my pass to the website, I am unable to manage it."Original Guest Message: Order Number ******** Good afternoon. I was able to add the season pass to the Carowinds app on my phone. However, I cant add the pass to my profile on **************************... It says I have 24 hours to confirm the pass but I never get the email with the information thats required. Help, please!"

  Business Response

  Date: 06/30/2025

  Hello,

  Sorry to hear you are having technical issues with logging in to our website to connect to your profile. If you are still having issues, please stop by ************** on your next visit to have an Associate assist you and we can get a ticket in for your technical issue with our I.T. Team.

  Thank you,

   

  *****

• Initial Complaint

  Date:06/02/2025

  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.

  On Saturday afternoon me and my husband got stuck on the flying cobra roller-coaster. It was the most Terrifying experience for me. Then to top it off there is a tiktok of me. Which is Embarrassing. I am humiliated Internalized. I would like a full refund and apology from carowinds.

  Business Response

  Date: 06/09/2025

  Hello,

  Thank you for reaching out to us. We apologize for any inconvenience you may have experienced while visiting the park. A member of our management team will reach out to you to discuss this situation and work to find the best resolution. Thank you,

   

  *****

  Carowinds

• Initial Complaint

  Date:06/02/2025

  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.

  On April 27th my daughter ***** visited Carowinds. She entered the park prior to the 4pm Chaperon policy. ***** was issued a 90 day ejection notice for violating the chaperon policy. On April 28th I attempted to contact Carowinds via phone. I was told to go to the website and submit an email to which I received no response. On May 10th My daughter and I went to Carowinds guest services and requested to speak with someone. A female officer approached. I began to explain how the chaperone policy does not support a 90 day ejection from the park and when I read the policy it implied a teen would be ejected from the park for the day. She said the ************************************************************ the policy, it is at their discretion. I explained none of what she said is written in the chaperon policy and the wording is vague and lacks transparency. I also stated as a customer and parent purchasing a season pass for my teen daughter I expect for Carowinds policies to be clear and transparent. She stared at me in frustration without saying anything additional and walked off. I waited and she returned with another officer and a woman who identified herself as ******, Supervisor in member services. ****** said she would have ***** ***** contact me and I should hear from her by Tuesday, May 13th. On May 13th ****** from member services contacted me and reiterated the 90 day ejection. I reminded her that she told me ***** Failed would contact me by Tuesday. She said she would escalate my concern and was sending an email to the appropriate people. I never received a response. On May 14 I emailed the following Corporate officials: **** ********, ***** *****, ***** *********, ******** ******, ***** ******* and **** *****. Again I received no response. The Chaperone policy as it is written does not support a 90 day ejection nor does it support discretionary modifications by security. I would like for the ******************************* receive a complete refund.

  Business Response

  Date: 06/02/2025

  Hello,

  Thank you for reaching out about your concern with your daughters ban. I had past your contact along to ***** ***** who reached out to you today and came to a resolution of permitting your daughter to return after 45 days instead of 90. I'm happy we were able to find a resolution and thank you again for reaching out.

  Thank you,

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

  Customer Answer

  Date: 06/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:05/03/2025

  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.

  Today is May 3, 2005 my family and I went out to Carowinds with our son who is special-needs to perform with the school **** *******, senior high for chorus, performance competition after the competition. We went out to the park with our son to have a great day. We stopped at the jukebox restaurant for refreshments and lunch when two employees assaulted me, and my family win percentage that we have purchased, all of our food, legally, was assaulted, viciously verbally, and threatened. what employee charged at my son using very foul language as a father I went to the management team and beg the manager of the restaurant, which was a African-American female to please have her employee taken off the floor because of his code of conduct the way he assaulted my wife and son, and at that moment, he came in the inside the employee in front of his manager, viciously attacking me with very vicious, verbal file, conduct and language in front of multiple customers, I even have witnesses multiple families telling the security staff, which I also have video that these employees viciously assaulted my family witnesses stated that all of this was true to the security staff and officers, my wife, breaking down in tears, my son, breaking down in tears again as he special-needs on the spectrum was very heartbroken today because we the victims after I purchased all of my season passes spent hundreds of dollars on refreshing we were lit out of the park and told not to come back. The security guards never took outside racist profiling my family, because we are a blended family. We were profiled against in a very disgusting racial manner. It broke my wife and childrens heart, even though we had witnesses stating that the employees verbally and viciously assaulted my wife and children, even myself in front of the management team, the security staff never wanted to hear my side. They took the side of the employee and the manager, although witnesses stated that my family was Assaulted

  Business Response

  Date: 05/10/2025

  Hello,

  Thank you for reaching out on your visit to Carowinds. Our team is currently reviewing your concern and should expect to receive a phone call in the next day or two. We look forward to speaking with you.

   

  Thank you,

   

  *****