Complaints

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

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  Canobie Lake Park

  85 N Policy St Salem, NH 03079-2079

• 

  Canobie Lake Park

  PO Box 190 Salem, NH 03079-0190

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:10/13/2024

  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 son recently visited Canobie Lake Park w/out me. He and a couple friends went and at first had a good time but they were later treated very poorly and when hoping that management would do their job and speak to the employee and possibly refund our money for an awful experience they surprised us and did quite the contrary. The kids were very excited and used the term autistic when referring to each other. That has been addressed but because he was honest with me I used it as a teachable moment. After that an employee cornered them and stated I cant believe they let you f****** ******* back in this place. First off my son is 12 and has never done anything wrong at that park so clearly the employee mistook them for someone else. My son has had some MH struggles in his young life and having to absorb such language from an adult is beyond inappropriate. The Manager who identified himself as a ***** was great at first. He then turns to victim blaming which is the worst possible thing he could have done. I literally said i dont want to see anyone fired or even disciplined; just maybe talk them, make us whole for the negative experience and well move on. To allege that a characters safety was in jeopardy by a 49 93 pound child is clearly an attempt to avoid accountability. Im not the kind of person to just go away but im rational and had the guy just said, were sorry this happened, were going to make sure this doesnt happen again that even would have been fine. No, instead they accused sone children of threatening a characters safety. It was not even a character, it was an employee working for the park. People think they can just treat kids however they want, say whatever they want and when lines get crossed cant even apologize, why is this??? We support local businesses & have endless people who go there. We even told his whole team how valuable the season passes were and got 20+ families to buy passes. What a payback we got for the support. SMH!!

  Business Response

  Date: 11/07/2024

  This is in response to complaint #*************

  We were made aware of a situation happening here at the park the following day and was provided very limited information with the initial email. When we reached out for additional information it was still very vague, however with what we did receive we were able to look into this situation. It did look like the guests did corner one of our actors and used choice language. Our actor did inform our team and that is why the guests were talked to about proper distance and language by a member of our leadership team.  As Guest and Team Member safety is our number one priority, we were able to investigate and narrow down the situation with the provided information and the team did follow proper procedures and protocols. 

   

   

   

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22416820
  
  I do not accept the business's response as a resolution to my complaint because: Obviously as you can see here this is a person much like whomever i spoke to there that is more interested in blaming 11 year old kids then owning their role. The other person also mentioned actors, this was not an actor, it was a park employee. An older woman who thought it was okay to discipline a child that did not have any relation to her. Why not kick them out or call their parents? My son is 4 ft 11 and 95 pounds, this is an absolute load and clearly much like the rest of the world ppl just hate owning their stuff. From what i learned from the town, this park has a very unprofessional staff and has younger folks handling complaints that dont have children or understand what raising children suffering from mental health disorders is like. Hence their use of words like vague when fielding very clear disputes from paying guests. Word travels and i originally wasnt looking for anything more than an apology or a refund of that day. What company have you ever seen respond in such an unprofessional way like even this response here? They dont even know how to put an ending to their response. You know like sincerely or warm regards, no instead its just blank. A clear sign that instead of being objective they too have personalized this. I believe they have the wrong group of kids and because of that are refusing to accept their part in this. Unfortunately we bought a pass but from this point on Ill have to attend when my son is there. Ill continue to work with the town to get a result as i refuse to allow anyone to call my child a f****** ****** which was reported in the initial email and to me that is not vague. I believe i was trying to be civil and wasnt looking to get anyone fired or anything, its a tough economy out their but thats not vagueness, its kindness. I wasnt present at the park and was sharing a 11/12 year olds perspective. Again thats trying to be civil and kind unlike what my child was shown and now me as well. No problem, the employee (not actor) knows what she did and they have to live with that. As long as these interactions are public so people can see that representatives from *** have no problem going after, cornering and insulting children and obviously have no concern as to what they may mean for that childs life or future. Thank you BBB, im not interested in further discussion with this company unless **** have someone with professionalism, compassion and objectivity. Thank you for trying.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:07/08/2024

  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.

  On Monday July 1, 2024 myself, husband and two children visited the park along with another couple and their two children. At approximately 2:45 we entered the water park. My children are 9 and 6 and know about water dangers, but 9 year is able to swim but 6 year can not. As we entered the area of the lazy river we looked for sitting to place our belongs down, the reclining chairs are situated right by the lazy river entrance. The incident happened within two minutes, my kids saw the water as being shallow and entered the pool. There is no safety dividers or barriers blocking the entrance of the lazy river. As my kids waked future in to the pool along side the wall, my son started to get pulled by the current, my son immediately started to call for his 9 year sister to help, when she grabbed him, she also started to get pulled by the current. She immediately started yelling for help. She screamed and cried multiple times. No one helped shed was sucked through the tunnel and into the lazy river stream where she was saved by 2 13 year old girls.on that day and days following I have tried to contact the park regarding follow up to this situation, I almost lost my daughter and my son that day, and Im warranted a response and a positive resolution so that another family does have the experience I did if not worse. Their is more details to this incident but could not fit this all in this box, but given all my experience and almost loss they need to put more safety measures in to place. Ive been ignored on all occasions of contact and show no signs of concerns. I have only spoken with front facing manager- ************* told he is the highest authority.?! And and aquatics manager named *****. I need to understand how the life guards failed to help my children, and the safety measures that need to made in order for this not to happen. I had a near miss, and I have to live with the *** that comes with that. I want to advocate and help so that it never happens to anyone.

  Business Response

  Date: 07/22/2024

  To Whom it May ****************************** is in response to complaint ID #********
  
  
  The *****s did enter the waterpark on 7/1/2024. When this situation was brought to our attention at ***** Services we did address it with our Aquatics Manager. Upon further investigation, the children were inside of the river and the Lost Children protocol and procedures were initiated. To be clear, it was a Lost Children situation not an active rescue. There was a Head Lifeguard at the entrance of the river ensuring that the children were reunited with the family.  The *****s did get reunited and did communicate with our Leadership Team at the entrance of the waterpark on that day. Thereupon it was explained the different types of protocols for the river and the reasoning behind why it was the Lost Children protocol and not an active rescue. There was a gentleman that did come to ***** Services that day where we were able to share this experience with our Management Team. Another ***** did call the facility several times and did communicate with multiple members of our team about this situation and thus at no point were the concerns ignored. 
  
  
  The *****s did remain in that park that day, and after looking into this situation further all proper protocols and procedures were followed by our Team during this event. 

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 21954489

  Non of these proticals were explained. They expressed they are trained to help in an active drowning situation both my children were are the entrance of the of the lazy river when they felt the current pulling them in. My childrens calls for help were ignored. On multiple times and we have proof, from the two young 15 years how saved my childrens lives. When a child screams help they need to be saved thy failed to act. 
  Ive since been in contact with other park goes, who have experienced similar situations in the last river at most they need to put better safety measures in to place, to ensure this doesnt end up with a tragedy. I did call on multiple occasions to just be brushed off and told it was handled not acceptable. 
  ** trying to advocate for this not to happen to another family. 
  
  I do not accept the business's response as a resolution to my complaint because: [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.]
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/05/2023

  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.

  Very very very upset to drive two and a half hours to come to this establishment called serveral times on our way, to ask questions, make sure you were staying open in the rain. And what your hours and prices were. We were lied to about every single one. Tyler and Michelle claim they are from facing managers and running the show and that they are the only ones who can fix my issues and they said they are not going to, I’m extremely frustrated Tyler hung out up on me and told me he didn’t care he was in this position and he was the only one who was gonna help me yet he didn’t help me. I endured racist comments. I’m not getting any sort of soulotions and I really need someone to reach out and make this right between stroller locker pizza admission we spend 200$ I was harassed about my daughter actually being under three because she is tall. I really need someone to make this right, whether it’s a refund or a redo. I really would appreciate being treated correctly

  Business Response

  Date: 07/08/2023

  To Whom It May Concern:
  
  This is in response to complaint ID ********.
  
  The complainant did lodge a complaint described below with Guest Services during her visit on July 4th, 2023 – all of which were where addressed with her directly.  The first concerned park admission price which as explained is listed online and prior to the point of purchase onsite.  Prices do vary often, month-to month, day of the week, time of the day just to name a few – therefore Guests have all the information prior to purchasing their tickets for what suits their needs best.
  
  Her second complaint concerned the waterpark hours of operation.  The day of her visit both the waterpark and general park did remain open for all scheduled hours including throughout a 1.5-hour rain event.  At no time was Castaway Island scheduled to operate at night as she asserted – indeed, the area has ornamental night lights only and has never operated at night since its first inception in 2005.
  
  The third complaint concerned the price of a stroller rental where she was quoted correctly $10 for a stroller but requested a double stroller (twice the size) and balked at the $14 prize.
  
  At no point where any of the other complaints she lists with the BBB raised during the day of her visit and in fact only materialized when she was denied a refund of her trip after speaking with the Guest Services team the following day – or newly added in her BBB complaint.
  
  As stated to the complainant, the Park remains willing to refund her stroller rental in its entirety.  Otherwise, the Guest remained in the Park until closing.

• Initial Complaint

  Date:08/18/2022

  Type:Customer Service 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.

  I went to canobie Asked the customer service for the passes for disability, I called prior to going to asked what proof should I bring in they said nothing and I didn't have to explain either. So when I got there a young kid said "this is not a flash pass very rudely" I said ok thanks. Then he felt the need to repeat this again and hesitated to even give us the bands. Then we went to plane ride a worker was super inappropriate kept saying how she couldn't wait to leave she sick of people today , these kids don't listen , held up the ride and kept talking bad about the kids I can't understand why someone like that even works their for our kids to listen to this. I called customer service spoke to a supervisor he said ok ill speak to them I don't feel he really cared or tried to make it right I spent over 450 with tickets and money spent . With customer service treated me as if I was pulling a fast one , and this lady talking super inappropriate in front of kids, mind you we got a whole view of a workers butts on the dragon ride his whole pants were down boxers under his but and pants basically almost off!!! I bought 2 more additional tickets which were and they are both logged into my canobie lake account a total of 6 tickets which I'm sure they are able to look up