Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/13/2024

  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.

  When I was calling to speak with a reservation rep, in regards to tickets that I bought previously, the rep transferred me to a supervisor, and the supervisor was extremely rude to me, spoke so fast I couldnt understand him, and then spoke over me and wouldnt let me speak, then he hung up on my while I was talking.

  Business Response

  Date: 07/15/2024

  Hello,

  Please see your personal email for additional correspondence related to your complaint.

  Regards,
  ***********************

• Initial Complaint

  Date:07/05/2024

  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.

  I placed a duplicate order for one day tickets, I called Sesame Plsce on June 19th to request a refund on the duplicate order which the representative agreed. He stated I would receive an regarding the refund(never received the email) and to allow 3-5 business days for the money to be refunded to my account. I called again on June 25th since I still didnt receive the refund and was informed another email would be sent regarding my refund, its been over two weeks and I have yet to receive the refund.

  Customer Answer

  Date: 07/12/2024

  I called Sesame Place once again to follow up 7/9/24 and was informed by the representative a refund was submitted to my bank on 6/21/24 and I had to contact my bank. I called my bank and also the Affirm application I used to purchase the tickets but was told by both representative no refund totaling $95.38 which wad the down payment I paid was issued to either party on 6/21/24. 

  Business Response

  Date: 07/13/2024

  Please see your personal email for additional correspondence regarding your complaint.

  Regards,

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

• Initial Complaint

  Date:06/22/2024

  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.

  Traveled to sesame place on 6/17 from ******* (as I have with my children every summer) with my sister who purchased a platinum pass for the first time and every single water slide was closed in 95 degree weather despite the app and website stating they were open. Several roller coasters were also closed and with all of this staff did not provide one word of information as to why and instead sold magic band access for rides that were not open. Why are full price tickets being sold for a half closed park?!?!

  Business Response

  Date: 06/26/2024

  Hello,

  Please see your personal email for additional correspondence regarding this issue.

• Initial Complaint

  Date:06/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today June 19th I spent ****** on 3 one day tickets and 2 all day meal deal this place has falsely advertised " all day meal deal" as it's only redeemable at 2 dinning spots that open an hour after closing and close an hour before closing making it so that you can only really get 2 meals. They also advertise a large selection of water attractions of which 80 percent of are closed not because they don't work but simply because they don't want to. The small pool was a puddle of milky water and the lazy river also became this milky color. Over all they lied about the attractions and meals. Not to mention the employees who pick and choose who they will discriminate against.

  Business Response

  Date: 06/26/2024

  Hello,

  Your complaint has been resolved via email.

  Customer Answer

  Date: 06/26/2024

  I received complementary tickets and parking from them however the said they would refund the dining pass and I'm still waiting on that to close out my complaint. 

  Customer Answer

  Date: 07/02/2024

  My complaint was resolved. I received complementary tickets and preferred parking voucher . I was also refunded for the dinning pass, I wish they would change the advertising for the all day meal pass it should be called the two meal deal or something similar as the food isn't served from open to close.

• Initial Complaint

  Date:06/13/2024

  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 June 2 I tried to purchase 3 Platinum Passes for my granddaughter's birthday party on June 3 (these passes provide additional 6 guest tickets each, so 21 people could enter the park). I attempted to purchase the passes at least 6 times, but the website was freezing every time I got to the payment processing page. I cleared cookies on my PC, tried using a different browser - still same issue. I kept trying unsuccessfully until 3am on June 3 night, then submitted a request on the Contact Us page, explaining the issue with the website and asking for their help with buying the passes. No one responded, so we had to scramble last minute to find a different venue for the birthday party. Because I attempted to place an order so many times, my credit card sent me a fraud alert. I checked on June 3 but did not see any charges, which was expected considering my order never went through. However, later I noticed a charge of ****** appear on my card (when trying to place an order I was choosing a payment plan option with 3 monthly payments of ******) . I also received an email from Sesame Place asking to "finish adding names to your tickets". As it turned out, one of my attempted orders went through, without displaying a confirmation page, after which it was also supposed to ask for passholder names because passes are personal use only. I contacted customer service, explained that I was unaware of the order and requested to cancel it since my granddaughter's party had passed and we no longer needed the passes. They refused to cancel citing their no cancellation policy, but offered to add names to the passes to make them valid. Passes are not valid without names, so technically speaking they charged me for an invalid product (which would not have happened had their website let me complete the order). I spoke with three supervisors at Sesame Place and the corporate, without success. They refuse to take any responsibility for their website malfunctioning and causing this issue.

  Business Response

  Date: 06/13/2024

  Please see the email address associated with this order for further communication.

  - ***********************

  Customer Answer

  Date: 06/14/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************************************
  
  

• Initial Complaint

  Date:05/20/2024

  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.

  Purchased 3 tickets for our autistic daughters birthday for visiting Sesame Place May 19, 2024. Of course we had great aspirations to having a great time but it was completely otherwise. We were told on the phone prior to arrival by staff that special needs children have free parking in the (Preferred parking) area lot but when we arrived at the lot the employee working in the booth said there is no such thing and there is not even a section for free parking anywhere in the park. This was quite a concern because it made things alot more stressful we had to pay $35.20 and was the start of a ruined birthday celebration for our family. As soon as we entered the park which was at 1:30pm we encountered shut down rides such as the 1. Flying cookie jars, which was closed at first then about 45 min after it opened back up and we waited in line for about another 30 minutes just to be told by a gentleman working the ride they were closing it down again for a couple of minutes, but after a couple of minutes i asked him how much longer and he said it will be **************************************************************************************************************************************** line a "couple of minutes" because obviously that is not the truth. he answered that he thinks that is a couple minutes. Very upset my family and other had to vacate the line area climbing over chains and fence pole dividerswith children in hand creating a dangerous environment for i and other customers. This had an extreme time consuming effect on our time at the park and to do other things like seeing performances and the parade etc. 2.Honker ****** Derby was another ride that was closed. 3.*****'s Rotten Rusty ******* we waited on line for about **************************************************************************************************************************************** line for the next go around to participate. 4.snuffys slide-closed 5.Elmo&friends photo booth-closed.

  Business Response

  Date: 05/23/2024

  Hello,

  Please see your personal email address for additional correspondence.

  - ***********************

• Initial Complaint

  Date:05/06/2024

  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.

  I was in the checkout process, purchasing a membership and every time I pressed pay I would get an error message. I had to delete the item and put it back in my cart, and it was more expensive. It was advertised at $45 a month and when it forced me to go back it was $63. I want the membership for what was clearly advertised.

  Business Response

  Date: 05/13/2024

  Hello,

  Please check your personal email for additional correspondence.

• Initial Complaint

  Date:01/31/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Attached is the letter I sent to Sesame Place on 9/17/2023. I have left about 10 messages using several of their phone numbers. I even have been trying to get their HR Dpt to call me without getting a response!! Their conversations are recorded, so there would be proof of the misrepresentation I'm accusing them of. If you need a copy of my charges, please just ask and I'll dig them out and send them to you. Please help!***********************

  Business Response

  Date: 02/17/2024

  *****,

  Please look to your personal email for additional correspondence.

  - *****

  Customer Answer

  Date: 03/01/2024

   

  Gentlemen-As you can see from the attached email trail from ******************************* at Sesame Place, He has agreed to refund my total charges from both credit cards used.  Credit card ended #**** was refunded $******.  The credit card ending #**** (now #**** due to security measures) was refunded the rest of the cost in the amount of $243.96, but only because I have that amount in dispute/complaint about Sesame Place.  If the second refund stays, I will agree that ********* has stuck to his word, refunded the total from both cards and my complaint needs to be closed.  However, if the credit card company takes that second conditional refund of $243.96 away, we will still have a problem and an open claim.  The credit card company said they give Sesame Place ***************************************************** my account.  At that point, the complaint with the credit card company will be closed, but they need to hear back from **************** in order to do that.

  CASE IN POINT--none of this time needed to be wasted by ALL of us if only Sesame Place would have given me the curtesy of an email or phone call to resolve this back on 8/25/23 when I made my first call before my 3 letters!!!

   

  --------- Original Message ----------
  From: "********************************" <**********************************************************>
  To: *********************** <*******************>
  Date: 02/21/2024 3:36 PM EST
  Subject: RE: [EXTERNAL] RE: Your Better Business Bureau Complaint
  
  
  Hello,
  
  I have overridden the typical policy and have submitted a refund request to the corporate refund team with my approval to refund the entire amount paid from both cards. Please allow a few weeks for the transactions to post to the respective accounts.
  
  
  From: *********************** <*******************>
  Sent: Tuesday, February 20, 2024 4:35 PM
  To: ******************************** <**********************************************************>
  Subject: [EXTERNAL] RE: Your Better Business Bureau Complaint
  
  *****-Do you have any idea how time I have spent on this???!!!  It took me going to the BBB to get you to respond. That is so far below customer standards, I can't even say.   I don't understand why I wouldn't be getting the difference of $215,37.  Your rep clearly misrepresented as you can see if you would only listen to the phone conversation.  I supplied the dates and the names of the people I talked to--I handed it to you on a silver platter to do the right thing here.  I really feel $****** or I wouldn't have suggested it.  To answer your question, I would prefer a refund rather than free tickets for a future time.  When we decide to go again, I'll pay the full price minus any discounts we qualify for, it's just the principle of the thing--we were lied to and should get a refund for the difference instead of just $122.94!
  ***********************
  On 02/17/2024 4:04 PM EST ******************************** <**********************************************************> wrote:
  
  
  *****,
  
  I apologize for your experience so far, the conversations you have had with our call center are not relayed to the park, so this is the first Im hearing of your experience.
  
  My name is ***** and Im the manager for the ************************ here at Sesame Place. Ill be working with you to find a solution for your concerns.
  
  First, you are correct that the call center initially sold you the incorrect product. We no longer work with that resource, and have transitioned to a new call center. I have attached our copy of the most recent receipt for your order to this email.
  
  The price listed for an Any Day ticket through our website and call center is correct at *****. From this receipt, I can see that you were initially charged ******, which would be for 6 dated tickets valid for the 3rd of December, plus tax and a $9.99 service fee. Tickets that are purchased for specific dates have variable prices depending on the popularity of the date they are purchased for, where the Any-day tickets are valid for any date, regardless of that days price.
  
  On this order, instead of providing a refund for the $******, the agent on the phone applied that amount to the total due for the 6 Any-Day tickets. The card that you used for the second transaction was only charged the difference of $243.96.
  
  Regarding character interactions, our characters are out in the park on a rotating schedule in specific locations, as well as part of our variety of shows. The full schedule for both is available on the Sesame Place app with the days anticipated schedule at park opening time, and is updated throughout the day to provide the most up-to-date information based on any necessary changes to the schedule. The schedule for the shows is also posted at the ********************** just inside the park entrance, but the character appearances are only listed in the app. We also have character dine events which are a themed stage show complete with a buffet-style lineup of food that changes seasonally, however space for those events is limited, and the event is an additional cost per-person.
  
  For veterans, we have a discount available through our website using a partnership with GOVX ID, a third-party that is able to directly verify veteran status. As part of that partnership, we offer a maximum of 6 tickets at a 50% discount off the gate price of $99, making each ticket $49.50.
  
  For senior citizens we offer a 50% discount for the guest, but that price would only apply to the senior themselves, and you would need to purchase that ticket here at the ticket window.
  
  I have a few options available here. I can refund the difference between the full price ticket and the 50% discount ticket. That amount would be $122.94.
  
  Alternatively, I can provide you and your family with 6 complimentary tickets for you to return any time in 2024.
  
  If you proceed with the refund, I will have to submit it to our corporate refund team. Refund requests are processed in the order they are received, and once processed can take up to 1 full billing cycle to post to your account, depending on the policies of your financial institution.
  
  Please let me know how you would like to proceed,
  
  Kind regards,
  
  
  
      *******************************
  Operations Manager
  
  Sesame Place ************ Guest Arrival
  100 Sesame ************************, ** 19047
  
  Phone: ************
  Email: *************************************************
  

  
  

  Business Response

  Date: 03/07/2024

  Hello,

  I have sent a note to the refund team on my end to continue with the refund. The team that investigates and responds to chargeback requests uses those notes as part of their investigation.

  Please let us know if you receive correspondence from your financial institution regarding the chargeback.

  Regards,

  *****

  Customer Answer

  Date: 03/08/2024

  Sesame Place has asked that I let them know when I receive the full refund.  They have explained the refund request has to go to another department to get approved.  I will follow their instructions and let them know.  The claim should remain opened until I let them know I have received the full refund.  At this point, I am still waiting.

  Customer Answer

  Date: 03/26/2024

  As long as the credits given stay on the two separate credit cards, all is well.  Thank you Sesame Place for finally responding.  Thank you BBB for all your help getting this resolved.

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

• Initial Complaint

  Date:12/17/2023

  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.

  We are season pass holders and we are beyond fed up that the Oscar's Wacky Taxi is closed every single day we go to the park. Yesterday, December 16, it was not listed on the website as being closed yet there was no signs of life at the coaster. Why would a park spend that much money to install a large attraction such as that to have it sit as a non-operational lawn ornament??? Unless there is a mechanical issue, Wacky Taxi should be OPEN EVERY DAY - NO EXCUSES!!!! Don't give me the "staffing" excuse because that doesn't fly with me. You don't close your biggest attraction for staffing. Close a small attraction that no one cares about and keep Wacky Taxi open if that really is the case. EITHER OPEN WACKY TAXI OR TEAR IT DOWN!!!! WE'RE SICK OF SEEING IT SIT DORMANT FOR NO VALID REASON!

  Business Response

  Date: 01/14/2024

  ************** was contacted by the park to issue an apology for his experience as well as offered compensation to create a positive experience on his next visit. ************** declined all compensation offered. 

  Customer Answer

  Date: 01/17/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  I was never looking for any compensation.  I just want to know WHY they have a roller coaster and never open it.  It's very unfair to guests to have to see a roller coaster just sitting there every time they visit.  EITHER OPEN IT EVERY DAY OR TEAR IT DOWN!!!!!!!!!!!!!
  
  Regards,
  
  *********************
  

  Business Response

  Date: 01/22/2024

  Good Afternoon,

   It is our intent to open all of our rides daily,however, attraction status can vary daily based on a variety of factors. We try to communicate our attraction status as promptly as possible on our app, website and the digital information board located outside our bag check area daily.  We apologize that your experience was negatively impacted due to the attraction closure on your visit. As the ride was operational throughout the year, we wanted to invite you and your family to visit the park again. You explained that you have season passes, so return tickets would not have been beneficial to you so fast passes were offered if you were able to provide your season pass number. Unfortunately, both of these items were declined by you. We apologize again for your experience.
  

  Customer Answer

  Date: 01/31/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:10/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought season passes after speaking with 3 different reps, first rep gave me misinformation about the age of who was free at the park, right age being 23 months and younger, confirmed with 2 other reps that if I bought bronze passes we could use them this upcoming weekend, both told me yes. So I went ahead and purchased and next thing you know, says this weekend is a blackout date. The blackout dates are on the site but not until you search for membership faqs. Spoke with a rep who tried to help and after 40 minutes told me to either go to the park and see what they could do(2 hours away) or try calling to get a possible coupon code or something that could possibly help, waited on hold for over 45 min and they never picked up. For a childs place this is terrible and their customer service is terrible and after purchasing only hours ago, I said let me just get a refund and Ill buy tickets just for this weekendthere are no refunds.I just believe that this is a terrible way to do business and others should know this also

  Business Response

  Date: 10/21/2023

  Please see your personal email for additional correspondence.

  Regards,

  *****