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:04/08/2023

  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.

  April 8, 2023 my grand children and I, along with my son went to Sesame Pl., in bucks county PA . Ten Family members from the state of VA also came to attend this gathering. I financed a good amount of this gathering to the tune of about $ 500-$600 which I have receipts for. I am 57 years old and handicap. While I was sitting mainly because of my condition with my service animal allowing my family to enjoy the festivities. I was approached by a female guard. At this time it was about 2:55pm. I was sitting with one of my grandchildren. The initial guard that approach me. Told me (I had to leave with the dog) I explained to her that this was my service animal provided the proper credentials that are state issued. Then shortly after three more female guards approach me. My dog nor myself had any altercations with anyone at any point during my presence. Many people and their children came up very interested and wanted to pet my dog. However my dog wears a vest that says. I am a service animal do not pet along with his issued tags and credentials. during this time I was asked several times what my medical condition was that I required a service animal. Which I am positive is prohibited by HIPAA law because that would require me to disclose my medical health information. Especially to have four individuals demanding it in a public setting was very embarrassing and humiliating. Secondly I am handicap. In the United States of America businesses are prohibited against discriminating against the handicap. After this went on for a matter of time. A manager which was a male came with the Suggestion to call the police. I said please do 3:34 PM the police sure did arrive. I was not approached by the officer at all they talked to the management and then left. I know that the company was informed that there was nothing that could be done and that they were wrong. This is unacceptable and very disrespectful. I came as a patron with my family and was humiliated and disrespected.

  Business Response

  Date: 04/12/2023

  Hello ******,

  Thank you for bringing this to our attention.

  Please see your personal email for further correspondence.

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

• Initial Complaint

  Date:11/06/2022

  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.

  So yesterday I had drove 8 hours with my children to go to sesame place this was planned out and when we get there the lady at the gate tells us you better off person soon the tickets online because they're cheaper because it was $100 a piece at the gate and I said okay thank you so we go to set up an account so we can purchase some tickets online but the thing kept saying error when I was trying to purchase the tickets and it said I just assume it didn't purchase it at all cuz that's what it said when I take the online thing as well so we decided to come back home he was like we'll just try to plan something else now mind you we stay all the way in Detroit Michigan so we're on our way home and at one of the rest stops I decided to check my email and I get an email from sesame place saying that I purchase tickets and I'm like no I didn't because it said I didn't so I tried to click the app to see what it's talking about cuz it says sign up with that you see a purchase or whatever so I tried to look at it and it says no tickets found no purchase found so I'm like what the **** are they talking about so I tracked I checked my credit card statement and it's a hundred and twenty nine dollars charge to my credit card from sesame place but I'm like how is that possible when it's telling me I don't have a purchase and it's not showing upp so I decided to try to call customer service I'm on hold for a very long time so I decided to you know wait until today because the day was already ending the place was closing and I'm like okay so let me call tomorrow and remind you we're still on the road I called today and the lady would let me tell whats going on and listen to me or whatever and then she would say the exact same thing oh I'm sorry we can't refund you I'm like but I'm halfway home and I need my refund I have five kids and we're halfway home we playing this out and like there's nothing we can do I'm not about to drive 6 hours back to go to sesame place when I was I was

  Business Response

  Date: 11/06/2022

  Hi *****

  I need some additional information to help you out with this.

  Please see your personal email for more details.

  Chris

• Initial Complaint

  Date:10/10/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/26/22 online tickets/reservations were purchased with Sesame Place Park, Langhorne, PA for a three day stay 7/7/22, 7/8/22 and 7/9/22. My ********** card was initially declined becasue I did not rspond timely to the text asking if the transaction was legitimate. Since I could not proceed further I entered my **************** card for the same 3 day stay. I received ONE confirmation and email from Sesame Place on the tickets purchased. Upon my return home I received my **** card statement and realized I was charged by **** and ****************. Subsequently, I contaced ***** *** regarding this duplication error. I have my ******* ********* and **** statements to prove the duplication charges. Sesame Place response was that I did not cancel the transaction. There was nothing to cancel since I received one set of tickets. This is abhorrent that Sesame Place franchise wast to be paid twice fo rthe same stay. The names on the tickets can be verified and checked by the clock in times to the park. I want the duplcation charge reversed. Sesame Place refuses to credit my $ 957.70. This is a lot of money not to mention it is morally/ethically wrong to charge customers twice.

  Business Response

  Date: 10/11/2022

  ******,

  Please check your personal email for correspondence regarding this complaint.

  Regards,

  *****

• Initial Complaint

  Date:09/02/2022

  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.

  Hi, i went to Sesame Place to use their waterpark on a hot day last Monday and ordered the Platinum season pass for $330 to get me and my friends and family of 6 guests to attend their park. As soon as we walked in we noticed huge lines. We were surprised until we walked around the park and started noticing many ride/slide closures and were told of the lifeguard shortage. I went to their Welcome Center to ask for a refund and was told they can not do it only give me tickets to come back another day. Firstly that doesnt help anything today and secondly why would i come back and risk this kind of outcome again? I decided to purchase their magic bands to skip some lines in hopes of saving the day which they at minimum should have provided me for the huge inconvenience. They declined and so i purchased them for everyone for another $220. To our surprise even on the faster lines we still waited an hour and a half for a line that in general should have no wait. So the magic bands went mostlly unused. We went on maybe 3 rides in the span of 5 hours at their park mostly waiting in lines. Me and my guests were sure we would get refunded for such negligence by an amusement park. I called customer service teling then of the issue and their only response was sorry for the inconvenience and then the supervisor added later my system says all the rides were open all day. I also emailed the park 2 days ago still no response. I went on ******* to post my disappointments and noticed a few others had posted the same thing.

  Business Response

  Date: 09/02/2022

  Hi *********,
  

  I apologize for your current frustrations. Please check your personal email account to continue our correspondence.
  
  Thank you,

  Chris

  Business Response

  Date: 09/04/2022

  *********,

  I have provided additional information regarding your refund request. Please check your personal email to continue our correspondence.

  Thanks,
  Chris

  Customer Answer

  Date: 09/06/2022

  [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, assuming the business follows through on their end with the refund

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

• Initial Complaint

  Date:08/30/2022

  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 took my 2 grandchildren and my daughters to Sesame Place on August 30. I purchased tickets online. We have been here before but not for at least 6 years. We were especially looking forward to the water rides. When we got there it was obvious that the park was understaffed. We waited at least an hour for the first ride that lasted 10 seconds. Then we went to the Count Splash pool to be told that it was not open because they were waiting for more lifeguards. First it was a few minutes wait then a half hour then they did not know when it would open. We went to Elmo part of the park to try some of the water rides there only to find them all closed. What a disappointment. The children did go on 2 non water rides here. We had lunch at the Burger Bites. Over priced food of poor quality. The biggest ick was how dirty the place was. Dirty tables food all over the floor and steps. Back to the Yellow Ducky water ride one of only 2 open. We waited in line for an hour doe a 30 second ride. Tickets, food, parking for 4 cost close to $400 for the day and we only went on 4 rides. In the gift shop they tack on. 5% fee for shopping at the store. How do they get away with that? I went to the customer center at the park to complain and ask for a refund. I was offered tickets for another time. I turned those down. Like I would ever come back. So I was given a phone number to call and a email address to complain to. Both turned out to be dead ends. Who manages this park? It needs a major overhaul. Not the old Sesame Place of old.

  Business Response

  Date: 09/04/2022

  *******,

  I need some additional information from you to provide you with a resolution. Please check your personal email account to continue our correspondence.

  Thank you,
  Chris

• Initial Complaint

  Date:08/29/2022

  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 today and it was way overcrowded and understaffed. The crowd didn't bother me but so many attractions, food stands, *** *** *** stands and rides were closed. Asked a couple of employees questions, they didn't know the answer. I paid over $60 per ticket and brought three kids and they were very disappointed. Every single slide in the splash area was closed due to understaffing. The littlest of water slides had a ridiculous wait, stood in line 25 minutes and didn't get halfway through. The yellow and white slide that has two running side by side, only had one open due to availability in staff, therefore having us wait even longer. We waited for about 30 minutes and had to get off the line because it was too hot and we were not moving. There was a limited amount of character greetings and no big parade, just a mini 10 minute one. There were no characters walking around or to be seen anywhere. At the end of the day, all my kids wanted was ice cream and face paint but every single stand was closed. Extremely disappointed.

  Business Response

  Date: 08/30/2022

  *******,

  I apologize for your current frustrations. Please check your personal email account to continue our correspondence.

  Thank you,

  Chris

• Initial Complaint

  Date:08/26/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom it May Concern, With all good intensions on June 7th I purchased 3 tickets for my family to go visit Sesame Place in Langhorne, PA because I felt that the family would really enjoy it. I had a discussion with my healthcare provider after purchasing and he stated it was not a good idea for my daughter that is Autistic to part take in this particular activity. The copious amounts of stimuli are not good for her. I decided to call Sesame Place at ************ to ask for a refund, I was unsuccessful after many attempts and was not able to get a hold of a representative. Once I was not able to get through several times, I called ***** (my bank) and asked them to dispute the charge. I selected the option (did not charge this), it then went to the fraud department. ***** stated it was not fraud and returned the money back to Sesame Place. In the meantime I retried Sesame Place they agreed to a refund. Once they saw that ***** disputed the charge they said that they can no longer give me back my money. I would like a full refund, I am owed the total amount of $189.96. Please help.*******************

  Business Response

  Date: 08/30/2022

  Hi *****,

  I apologize for your current frustrations. Please check your personal email account to continue our correspondence.

  Thank you,

  Chris

  Customer Answer

  Date: 08/31/2022

  [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:
  
  He only asked for information regarding my order number and has not been able to submit my refund or a solution that would be in line with doctors orders. Yet

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