Complaints

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

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  Cedar Point

  One Cedar Point Drive Sandusky, OH 44870-5259

• 

  Cedar Point

  2001 Cleveland Rd Sandusky, OH 44870-4403

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:06/28/2024

  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.

  9/1 I visit the park had issue going in payment failed. Had to go to the customer office made the 3 last payments total of $105. Went in the park saw a promotion half price for season 2024. Went back to the office and got them $97.20 I paid. Went 6/24/24 on my anniversary and had a problem go in to the office and they claim I didn’t pay that. The $105 was in the system but my $97.20 paid with contact less Apple Card is not there. I email them 6/25 no answer called 6/29 and they keep saying the same story. They scam me that money why would I have a receipt on my Apple Card if I didn’t pay them? The want the actual receipt barcode I don’t have it but I do have my card statement. Don’t want no pass they to me are scammers want my money back. Would not give them not even a cent! They ruined my 41st anniversary

  Business Response

  Date: 07/13/2024

  This guest was previously assisted by a member of our Guest Experience Team. Last fall, the guest upgraded their 2023 Summer Passes to 2023 Gold Passes for a total of $97.20. Had the guest renewed their passes to 2024 Gold Passes, the total charge would have been higher. The in-park advertisements for $49 upgrades were for single day ticket upgrades, not Season Pass renewals.

  We confirmed with this guest that they were charged correctly and made a goodwill offer for the misunderstanding.

  Customer Answer

  Date: 07/18/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  They can keep saying it was a darn upgrade AGAIN why would I upgrade the moth of September???? When I go just 3 times at most 4? Why would I go the day of my anniversary thinking I had a The 2024 season pass to be told I didn’t have it. Not even a sorry can we offer you something he was rude and a recorder kept telling me the same thing over and over. Like by repeating it would change my mind! The had a false advertisement and I wish would known would give them not one more penny! I DID NOT UPGRADE A ALMOST SEADON OVER PASS THEY KEEP SAYING THAT. Common sense who would upgrade on a almost season over when I wasn’t even ever going to buy not visit them ever again. None of my family is. I want the money back because I thought it was season 2024. False advertisement when I went there the payment wasn’t showing now the do have it! Liars give my money back!
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:06/28/2024

  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.

  Went to cedar point shores was sold tickets at ticket window But all rides were shut down They.sold us tickets to a shutdown water park.

  Customer Answer

  Date: 06/28/2024

  Cedar point shores

  Sandusky ohio

   

  Business Response

  Date: 07/04/2024

  This guest was contacted and assisted by a member of our Guest Experience Team.

• Initial Complaint

  Date:06/26/2024

  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.

  My son had a bed bug crawl on him in the middle night. Castaway Bat refused to pay for our suitcases that we had to throw away and for Sanitization of my husbands CPAp machine which was recommended after being in a room with bedbugs

  Business Response

  Date: 06/29/2024

  We apologize for the inconvenience experienced by this guest. Immediately after the concern was brought to our attention, the guest was assisted by a member of our Castaway Bay management team. In addition to fully compensating their reservation, the family was moved to another room, provided an additional second room, their belongings were laundered, and their luggage was inspected. No evidence of pests were detected. Their original room was inspected by our maintenance team, and all standard preventative measures were taken.

  Customer Answer

  Date: 07/01/2024

  
  Complaint: ********
  
  I am rejecting this response beacuse it is unacceptable. The maintenance even confirmed that it was a bed bug so I am unsure how now you can say no evidence was found. I have a photo of the bed bug found in the room. I was moved at 1 am in the morning after arguing with the manager on staff. Originally she wanted us to wait until morning. We were moved to one room. my small children & I  had to leave early because of the issues. My daughter was afraid to go to sleep thinking she would wake with another bug in the bed. So 3 of us left Saturday morning. The other 2 were unable because of a baseball tournament. Our luggage was thrown away. It is ridiculous to pay the amount of money we paid and have bed bugs and then end up losing even more money because we had to throw away luggage. The maintenance man even suggested that we bought a bug online to bring to the hotel to get the stay for free. 

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

• Initial Complaint

  Date:05/21/2024

  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.

  You know. We were members a few years back and I swore I wouldnt do it again. Well color me stupid!!! We planned a 7 day trip hitting ************ and then to cedar point before a trip to ************ for a non cedar *********. ************? Spectacular as always. So not only do we spend our hard earned money for two prestige passes for all parks, we get there today and see thousands of kids getting off of busses so we go get fast lane plus. 260 bucks and one all day dinning another 30 plus. So far so good. We go get a ride in maverick. Fast lane paid off there. Then off steel vengeance. We get in line then boom!!! down she goes. So for an hour we dealt with waiting before they finally called it. Then we get people taking cuts. So we go get an employee and she removes them not from the park which is the rule, but back to her old spot. In that process my wife got called all kinds kf names by this little bratty school girl. Nobody did anything about that either. So we get out of line and go to maverick again as it appears its the only ride running with any sort of consistency. Easy easy, all done. We go to millenium force. Its finally open. Get that ride in. At this point were 3plus hours in to our day so we go get food. You know, 3 rides in almost 4 hours is very exhausting. So we eat and went to ******* which was finally open. After that we see steel vengeance running with people so we run over there. Get our locker and go show our precious fast lane plus passes. Nope sorry. Were closed. At this point we went and let ****** beat us up and left since the rest of the rides were closing due to inclement weather coming in. Which we still havent seen. Whats freaking waste of 300 bucks plus the prestige pass. Every time we come its something at this friggin park. Id get a refund on my passes and everything else if I could. After the last time we had passes and experienced the same nonsense I figured itd be better. Friggin horrible

  Business Response

  Date: 06/18/2024

  This Guest has been contacted by a member of the Guest Experience Team.

• Initial Complaint

  Date:05/15/2024

  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.

  Entered by BBB staff LO Consumer states he went to Cedar Point the first day they opened and was charged $171 for a fast pass but he never got it. He said he thinks he was charged twice. Then he tried to put $75 on a card that is used at Cedar Point but the card did not work and they would not reimburse him.

  Business Response

  Date: 05/17/2024

  A member of the Guest Experience Team left a voicemail at the phone number provided. The Guest did not provide an email address, so we have requested a call back. Additional information will be required from the Guest so that we can investigate the circumstances of their visit.

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21708644
  
  I am rejecting this response because:
  

  I tried calling back and left several message with no returned call.

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

  Business Response

  Date: 05/28/2024

  A member of the Guest Experience Team has successfully made contact with this Guest and is working to resolve his concerns.

  Customer Answer

  Date: 07/22/2024

  I gave them the information and they never called me back. I have tried calling them back and nobody gets back to me. 

  Business Response

  Date: 07/22/2024

  We have repeatedly assisted this Guest. Their Fast Lane wristbands were purchased online and redeemed in park. The guest was not charged in park and their wristbands were used at several ride locations. The Guest did not provide enough information for our cashless vendor to located their cash-to-card transaction (receipt, specific kiosk, etc.). We have communicated this information via phone and email.

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 21708644
  
  I am rejecting this response because:
    see attached
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 21708644
  
  I am rejecting this response because:
    see attached
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/03/2024

  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.

  I purchased the all park passport as well as the all park fast lane system, something like three thousand dollars. I was in CA at the time and was told by an representative of the park that I would be able to use this at all parks AND events. I went to book an event at Cedar Point, my home park and was denied. I was told to kick rocks when I called in and was refused their legal contact number to escalate this matter with my attorney. This is bad business, I actually paid more for the pass I bought had I went with the lesser option of the park I needed it for.

  Business Response

  Date: 04/05/2024

  This Guest was previously assisted by Guest Experience Leadership at Cedar Point.

  Season Passholders are assigned a home park based on where they purchased their Season Pass. Home park assignments can only be changed between operating seasons if the Passholder renews at a different park. The All Park Passport add-on grants access to all Cedar Fair Parks on all regularly scheduled public operating days. Specific benefits vary by park and are subject to change without notice.

  This Guest purchased his Season Pass and All Park Passport at our sister park, Knott's Berry Farm, which serves as his home park for the 2024 season. His All Park Passport grants him access to all Cedar Fair Parks on all regularly scheduled public operating days. The Top Thrill 2 Passholder Preview Days are not regularly scheduled public operating days. Due to the limited capacity of the events, only Cedar Point Passholders are eligible to register. We apologize for any inconvenience.

• Initial Complaint

  Date:12/18/2023

  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.

  Hi. We are attempting to purchase online tickets to ************ Winterfest for Dec 26 2023 and Dec 27 2023. We would like to buy 1 Sr ****** and 2 bring a friend tickets for Dec 26 and 1 Senior ****** and 2 bring a friend tickets for Dec 27, 2023. Due to a problem with ************* website, it will not allow us to make this purchase in one transaction. As a result, we currently have to make two transactions which require us to pay a duplicate $9.99 transaction fee. We have reached out to ************ to let them know of the error. They have the ability to make an exception and honor the online price at their ticket counter at the front of the park on each evening However, to date, they have been unwilling to work with us. We have spoken with **** and *********************. **** tried to be helpful but was not empowered to resolve the situation. Sadly, ***** was empowered to resolve the situation but chose not to do so. The only solution he has been able to provide is to pay the duplicate transaction costs. Too bad, too sad for us. We believe this is a dishonest response. Furthermore, requiring us to pay duplicate transaction costs, basically greatly reduces the value of their "online sale price". I have also reached out to the entity that operates the website, Sadly, they were not interested in assisting either. Their response is attached, too.SeasonPass #******************** ************ SeasonPass #******************** Cedar Point

  Business Response

  Date: 12/20/2023

  We are sorry that our website is not operating to your expectations. Guests who utilize any Cedar Fair park's website to complete a ticket purchase for different dates will be required to pay a processing fee per order for each chosen date of visit. Additionally, we passed your contact information along to ************. 

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 21014171
  
  I am rejecting this response because it states information that is untrue and does not provide a resolution. First, I am able to purchase tickets for multiple days in one transaction at every Cedar Fair park. The problem I am experiencing is that the functionality to purchase multi day tickets in one transaction is taken away from me when I try to enter a season pass number. This creates a situation where pass holders have to make multiple transactions with multiple transaction fees which can be as much as $9.99 per transaction. So, if I want to visit for three days, they want me to make three separate transactions and incur as much as $30 in fees as opposed to making just one transaction for $9.99. Sounds like there is a problem here. 

   

  While I appreciate them forwarding my matter to ************, if they had carefully read my complaint, they would have seen that I already spoke with two people there that were not interested 

   

  This complaint is in the hands of Cedar Point, but it needs to go to Cedar Fair, which is the parent company of Cedar Point. I kindly request this issue be presented to someone in executive management at Cedar Fair, LP, not Cedar Point so we may respectful, intentional discussions in resolving the matter since previous discussions with ************ we're not productive. Best Regards,
  
  Sincerely,
  
  *******************

  Business Response

  Date: 12/21/2023

  Guest was contacted by ************ Guest Experience Team Management. 

• Initial Complaint

  Date:11/06/2023

  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.

  While my 3 yr old grandson was exiting the roller coaster, with all the other children,running down the pathway to the Exit door,he detoured without knowing it would take him into the causeway or my knowledge, into the GIFT SHOP! The door to gift shop was PROPPED OPENED! All the little Tops of Heads were bopping Near the top (not over) of the green slatted fence barricade! He never came out the exit door from the ride! Instead, he tapped me on my legs, saying, “here I am Grammy! “. It was God and his guardian angel guiding him to me. If there was a Predator out there at that minute he would’ve been gone.!!! and a Lawsuit definitely would’ve been in place. I immediately went into that gift shop with my grandchildren. Confronted the only(clearly senior) salesman. Telling him, “that door should not be propped open! What had just transpired, what tragedy could have happened”! He blew me off, telling me he had to keep that open. So guests could come in and shop. I told him “unlocked for Entrance yes, but not PROPPED Open! when you have toddlers coming out of that ride, with their families waiting on the other side where the Exit door is Clearly labeled for the ride”! he actually turned and walked away from me.I am finally making the time now that Halloween is over, to file the horrific complaint. I am a Special Ed High School teacher for multiple handicap students. and safety is of the upmost importance to me at all times.That’s why this awful experience Has to be addressed.All the people standing around me were listening.I have pictures to enclose if site will let me do it. If not, I will be sending them a different way. I’m hoping to hear back from the Cedar point officials as soon as possible letting me know that this ride exit/entrance to the gift shop will be closed off. Is a material item in that Gift Shop bought any day, more important than the life of a child?

  Business Response

  Date: 11/08/2023

  This guest was contacted by a member of our Guest Experience Team, and her feedback was passed along to the appropriate teams.

  Customer Answer

  Date: 11/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: They were very apologetic. But they Also they asked me if there was something more they could do to make our experience most enjoyable the next time we visit.

  I said yes, free tickets and another stay in the cabin for two nights that we had already purchased. So I’m waiting on that response.
  I am attaching these photos because I’m not sure if they received them on that complaint so if you could please forward them. I have just tried several times to attach four photos of the entrance and exit to the gift shop and ride. With no success.

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

• Initial Complaint

  Date:09/27/2023

  Type:Customer Service 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.

  Making complaint to King's Island Parent company for 9/23 visit. They opened at 7:00 P.M. We managed to get in in slightly under an hour. My wife has significant health and dietary issues she has type 1 diabetes, congestive heart failure, end stage renal failure, gastroparesis, hyperparathyroidism, muscular issues, anxiety / PTSD, and is autistic. Once we got in, we headed Enrique's Burritos, and she ordered chicken tacos and requested sour cream on the side. She was told per policy it was not allowed even though she had dietary issues. They said they would put in on light, but my wife was unable to eat it as they used an extreme amount. We used my wife's access pass at a haunted house and were given a 2.5 hour wait time. Given that our total time in park was 4 hours my wife indicated that she wanted to ride some of the flat rides. At the barrel ride *** and ******* blocked our entrance and demanded my wife's green sheet. We told them we waited in the line, and she could get up out of the wheelchair. ******* informed us that she had gotten ahold of a supervisor and that they had also said handicap people can't ride without their papers. She said we could wait and that a supervisor would be with us when they got over. Checking my watch, I saw it was 11:40 P.M. I told them that what they were doing was discrimination and they responded by saying they were just "looking out for my wife". I told them we didn't have time to wait and that my wife needed to get something to eat before the park closed. They attempted to block our exit multiple times but eventually moved from blocking our path and we barely made it to Skyline. We spoke to ****** at guest services, and he said, "I’m not in rides" and "I'm not in food". He wrote down our concern on one notepad in 1 sentence and didn't take down any of our personal information. I tried to get him to elaborate on policy and his answers were evasive and you could tell he absolutely did not care.

  Business Response

  Date: 09/28/2023

  This guest was contacted by a member of Kings Island's Guest Services Team.

  Customer Answer

  Date: 10/01/2023

  
  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.  My discussion with guest services wasn't very productive.  But, I was able to speak with ******, the rides Area Manager.  He was able to clarify rides policy to me.  I enjoyed speaking with him and he and I were able to discuss the issues in a productive fashion.  I appreciate ****** taking the time to reach out to me.  I also appreciate guest services reaching out about the issue as well.  I apologize that this issue upset me as much as it did and I'm greatful to those who worked to address it with me.

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

• Initial Complaint

  Date:09/15/2023

  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.

  On Monday, September 11, 2023, I presented a time urgent grievance to Knotts Berry Farm and Cedar Fair executive leadership regarding an Accessibility issue with the park. Meriting urgent response and resolution. To date, I have been ignored by the companies, meriting immediate urgent action prior to Civil action and further consumer action to ensure this matter is resolved immediately. I remain appalled that Cedar Fair has ignored my multiple emails and phone calls to resolve this matter, placed to their corporate management. This matter merits urgent action, and I request immediate contact by the business prior to all aforementioned actions. Thank you kindly in advance.

  Business Response

  Date: 10/06/2023

  This complaint has been resolved by both parties.