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:01/28/2025

  Type:Billing 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 5 season passes for order # ******* on a payment plan. I made the first 2 payments( April and May) and stop making payments. I was told that the passes would be cancelled due to non payment and only needed to do anything. I never received any charges coming through my account since June. So I assumed everything was cancelled out. Come 6 months later Kennywood decides that they are going to go back on all purchases made 2 years ago on payment plans and try to collect money. They took 2 payments of $162.50 out my account that i did not authorize. I reach out to the manager ******* ***** to get the charges refunded and she is refusing because she is stating per the retail installment contract thats why the charges were taken out and that passes couldn't be refunded once they were used. However, I was never provided this contract or agree/signed to this contract. Also, she was able to refund for a previous issue I had with a purchase, so it can be cancelled. I want my money refunded and the 2 payments I made of $345 for April and May covered the cost for the ticket prices for just visiting that day. Also employees would refuse entry when trying to use my card due to non payment and they advise card was cancelled. But ******* ***** is not holding her team accountable for providing incorrect information and taking money well past the time frame to collect.

  Business Response

  Date: 01/28/2025

  A representative from the park will reach out to the guest directly by the end of the day Wednesday, 1/29/2025.

• Initial Complaint

  Date:07/12/2024

  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.

  Date of the transaction: 5/22/2024 Order number: ******** Background: Kennywood offered a Memorial Day weekend promotion for buy one ticket get one for 75% off. I purchased tickets online using this promotion. I needed 5 tickets total which is the quantity that I put in on the order. Once the order was complete, I received the tickets via email and saw that 10 tickets were sent. I went back to the Kennywood website and then noticed in small print underneath the Buy 1 Get 1 at 75% off promotion that the tickets were a 2 pack. Problem: I called Kennywood on 5/23 to ask if I can be credited for the tickets that I will not use since I only needed 5 total tickets (Kennywood should be able to confirm that I have 5 unused tickets in my order). I was advised that I needed to send an email to ****************** which I did on 5/23. In my email, I clearly outlined that I inadvertently ordered 10 tickets but needed 5 (would have been 6 since it was a 2 pack). I have yet to receive a response from Kennywood and have sent emails on 5/23, 5/28, 6/11, and 7/2. I called several times and have left messages for customer service and spoke to Katie (general representative) who keeps referring me to customer service. My calls were on 5/23 at 12:01pm ET, 5/25 at 6:03pm ET, 5/30 at 11:34am ET, and 6/4 at 11:09am ET. I attempted to contact Kennywood's parent company (listed online as Palace Entertainment), but I cannot find a non-international phone number to reach out to. I would like to be refunded for the unused tickets that I accidently purchased because I did not realize that the quantity was for a 2 pack of tickets.

  Business Response

  Date: 07/12/2024

  The business will contact the guest directly. 

• Initial Complaint

  Date:10/27/2023

  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 am a 2023 platinum season pass holder for Kenny wood and on 10/27/23 at 7:32 I arrived at Kenny wood and went to the booth to get my two free tickets for the event and asked the associate about a entry for platinum members and she said oh there isn’t one. I asked wait what I wait until he GA line of hundreds feet deep with two disabled guests? She said yes, I stated I’d come back or wait I can’t do that, she said oh there for tonite only and there’s nothing I can do. I paid for two season passes in the amount if $473.89! To wait ? Then all years various rides were not working, closed and or shut down, and early closings! Nothing was ever offered back for any incoveince. Tonite is the last straw not only will I never buy these passes but $473.80 and I can’t get in a quick entry with two disabled patrons? &473.80 to come less then 5 times this year due to the early closing and lack of various rides? Yeah I was ripped off and taken advatage of! I’d like the money spent on the passes at this point as there closing and can not provide me with anything and haven’t been fully open and or able to provide all the rides in the park all year ! Help the rip off.

  Business Response

  Date: 10/28/2023

  A park representative will reach out to guest. 

  Customer Answer

  Date: 10/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

   

  the contact made simply state the terms and conditions no offer was made to rectify the situation!
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:10/03/2023

  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.

  I paid $16.00 for a picture and did not receive it. I emailed Kennywood and
  got a response from them saying they would mail it to me. I never received it and they stopped
  answering my emails.
  
  

  Business Response

  Date: 10/03/2023

  A park representative will be in contact with the guest directly. 

  Customer Answer

  Date: 10/10/2023

  Better Business Bureau:
  

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  It has been 5 busniess days and I have not been contacted by a Kennywood Park representative.

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

  Business Response

  Date: 10/11/2023

  The Manager from the photo company has reached out, via email, and is awaiting a response from the guest. 

• Initial Complaint

  Date:08/28/2023

  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 have valid season passes for Kennywood amusement park. Its office website is *************************. On its website it show that with any valid season passes of Kennywood you can go to the idlewild Waterpark for free on Tuesday 8/15/2023. We take the day off the work on 8/15/2023 however the idlewild Waterpark is closed. I ask for solutions for this situation by phone calls and emails and never get any back from Kennywood customer service.

  Business Response

  Date: 08/29/2023

  The Park will reach out to the guest directly

  Customer Answer

  Date: 08/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  
  Regards,
  
  ******* *********

  Business Response

  Date: 08/30/2023

  The Park will contact the guest directly by the end of the day today (Aug. 30, 2023)

  Customer Answer

  Date: 08/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  Regards,
  
  ******* *********

• Initial Complaint

  Date:08/15/2023

  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.

  On sunday August 13th i drove my family of 5 over an hour drive to kennywood i get all the way down there after spending over 80 in gas to get turned away becouse the park was too full and there was no parking. Something should of been put on the news or something that the park was to full.

  Business Response

  Date: 08/15/2023

  The park will contact guest directly. 

  Customer Answer

  Date: 08/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Nothing was done a lady emailed me and i never hurd back
  
  Regards,
  
  ***** ******

  Business Response

  Date: 08/17/2023

  A response will be communicated with the guest by the end of the day today- Aug. 17, 2023

  Customer Answer

  Date: 08/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Nothing was done im basically being called a liar. I was turned away from the business on sunday and they are saying i wasnt. You would think after driving an hr in a half down they would actually care. Just seems to me that they dont care about anything or any problems. Sad becouse my family and i do spend alot of money when we go into the park and after this it seems like they dont even care and my family and i probably will not ever be returning 
  
  Regards,
  
  ***** ******

  Business Response

  Date: 08/25/2023

  Thank you for your comments. Per our previous correspondence, we are awaiting your response to our direct communication so that we can resolve your concerns and welcome you back for another day. 

  Customer Answer

  Date: 09/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I sent over the tickets and i also shredded them as i was told they were going to cancel them out and give me tickets for the fright nights.  Haven't hurd anything more from the company
  
  Regards,
  
  ***** ******

  Business Response

  Date: 09/07/2023

  The park has not received any further communication since the park contacted the guest on Aug. 17, 2023. Please contact the park representative you have been in contact with. directly, to help resolve this matter.

• Initial Complaint

  Date:07/28/2023

  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.

  Hello - I sent an email about this on 7/8 and never received a response. I wanted to write with regards to my ticket purchase from 7/4. My daughter and I have platinum passes and used a guest pass of ours for 2 of our family members this day. I purchased the attached tickets for the additional 2 family members for 7/4. These family members reside in Kentucky, and came up for the holiday. I treated them to a Kennywood day as they were born here and they haven’t been here since before COVID. Their main reason for visiting the park was to go on the steel curtain. We were going to purchase the roller coaster passes. We found out upon visiting the park on 7/4 that the steel curtain was closed. They all ended up leaving after an hour. Their main purpose for this visit was to ride the steel curtain. I am extremely upset that I spent this amount of money on tickets and your biggest attraction was closed. As a pass holder, the ride is closed every time I’m there but I have a pass for my daughter so we spend all of our time in kiddieland. Based on the experience, can I please be refunded for these tickets? I would not have purchased there or planned this day for my out of towners had I known the ride would be closed. In addition they tried to ride the phantom’s revenge, however the line was insanely long as there was only 1 car running. I understand rides close for safety reasons however the price for day tickets is not consistent with the amount of rides closed this day. I visited guest services when my family was leaving and they offered tickets to come back another day; however they live in Kentucky and likely won’t be back this year. Thank You

  Business Response

  Date: 07/28/2023

  The Park will reach out to the guest directly. 

  Customer Answer

  Date: 07/28/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  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. 
  
  Regards,

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

  
  

• Initial Complaint

  Date:07/09/2023

  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.

  My family has purchased Platinum season passes for the last 7 years. This year, half way through the season, Kennywood has decided to close on Tuesday every week and the following week they announced that they are also closing their sister parks (Idlewild and Sandcastle) on Wednesday every week. Kennywood gave all the other "lower" season passes (Gold, Silver and Bronze) the perks of Platinum and also an additional guest pass. Platinum pass holders only received an additional guest pass. This was their attempt to make up for the schedule change. I reached out to Kennywoods' complaint department and have not received a response. I recommend, for the people who originally purchased Platinum season passes before they changed the operating days, At the very least, give a partial refund or offer an exclusive discount for season passes next year. I don't understand why you wouldn't support or take care of the people who spend the most on your season passes.

  Business Response

  Date: 07/11/2023

  We will contact the guest directly.

  Customer Answer

  Date: 07/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have attempted to communicate directly with kennywood about this matter already and it doesn't go anywhere and I can't get a response. I believe kennywood is requesting to communicate directly again to avoid being held to an official standard and accountability. Direct communication with kennywood is not a viable solution.
  
  Regards,
  
  **** ******

  Business Response

  Date: 07/17/2023

  We contacted the guest on Friday, July 14, 2023 at 1:09pm. A Kennywood representative will contact guest directly. 

• Initial Complaint

  Date:05/06/2023

  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.

  The hot dogs were hard cold and nasty. It fell apart I took a bite and got only the bun Bec the hot dogs so thin that u can't find it in the bun and ever since I took a bite my tooth has been hurting I think I chipped it. I got 2 hotdogs and 1 fries. The fries were cold and hard. I threw everything away. And the bum didn't take like it was heated or whatever restaurant do. At home I eat hotdogs with buns Bec I don't like them and when I go to a restaurant I always get a bun Bec it taste didn't but that place didnt

  Business Response

  Date: 05/07/2023

  A park representative will contact the guest directly. 

• Initial Complaint

  Date:12/13/2022

  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.

  I have a non profit youth girls group that I attend different activities around Pittsburgh. The girls are from ages 10 to 14. The girls wanted to go to fright night at Kennywood park so I bought the tickets. The weekend before we bought the tickets to go, kennywood park had a shooting. I did not feel safe taking the girls or myself because I am responsible for them. I called kennywood several times but no answer. No option to leave a message and to make it worse they are only opened limited hours on the weekends. I do not live on that side of town so it is very much an inconvenience for me to go there and try to solve this myself.

  Business Response

  Date: 12/14/2022

  We will contact guest directly. For all Kennywood related questions, please email us at [email protected]