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Business Profile

Public Aquariums

Austin Aquarium

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Public Aquariums.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/29/2024

    Type:Billing Issues
    Status:
    Unanswered
    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.
    This place is an absolute JOKE. I came here in April of 2023 and was told that it would be cheaper if I were to get the annual pass. The gentleman told me that I could go online and cancel in which this turned out to be a lie. I was billed for another year of membership on Monday, and now they're telling me I can not get a refund. The associate should have been trained better as the information he told me was false. I was misinformed, and misled into purchasing an annual membership. DO NOT COME HERE.

  • Initial Complaint

    Date:10/02/2023

    Type:Billing Issues
    Status:
    Resolved
    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.
    Austin Aquarium keeps renewing my membership without my permission for the second year in a row, and there is no option to cancel membership on their website portal or remove my credit card information from their records. When I first signed up for membership in 2021, I planned to keep it for a year. When Austin Aquarium automatically charged me for the second year, I couldnt cancel it online or over the phone. They asked me to come in person within a few days and cancel it in person, which I did. I told them I wont be renewing it in the future. In fact, my family moved across the country to a different state a few months ago, and it is highly unlikely my family will ever visit Austin Aquarium again. My account was billed again this year, and there is no way to cancel membership online or remove my payment information on their website. I called Austin Aquarium several times during their business hours, and nobody picked up the phone. I also couldnt leave the voice mail because their mailbox is currently not accepting messages because voicemail has not been activated.I dont know how to stop this vicious cycle for getting billed for a membership I didnt authorize, nor need, and how to get a response from Austin Aquarium to fix this ongoing problem.

    Customer Answer

    Date: 10/16/2023

    Better Business Bureau:

    Austin Aquarium responded to me via email and they eventually issued a refund. 

    Regards,

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

  • Initial Complaint

    Date:01/24/2023

    Type:Billing Issues
    Status:
    Unanswered
    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 just notified by my bank of a charge from Austin Aquarium to renew a membership. I received no advance notification from them of renewal and the website says that if I want to cancel I have to do it IN PERSON! So, it is fine for them to bill me with no notification and if I want to cancel it has to be in person? This is a total ripoff. I purchased the membership as it was the best bang for the buck with visiting family. However, I question the legality of them being able to charge me year after year and then make me present myself in person to cancel. I am going to attempt to reverse the charge with my bank and will instruct them to disallow any future charges from them. I must say that for something that bills itself as a tourist attraction it certainly seems to be a scam to what may only be one time visitors.

  • Initial Complaint

    Date:09/06/2022

    Type:Billing Issues
    Status:
    Unanswered
    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 received a bill today for a renewal of my subscription. I do not intend to use the subscription and when I originally paid the year (last year) I was not aware that there would be an automatic renewal. I did not get an advance notice of renewal.I've asked for the charge to be reversed and the subscription to be cancelled. I am told that in order for the subscription to be cancelled I need to print a pdf document, fill it out, sign it, scan it and send it back. There is no online way to cancel and furthermore the subscription nor the order show ** in my "account", only in the email I received. When I click on the links for the order or the subscription, I get "invalid order/subscription".

Austin Aquarium is NOT a BBB Accredited Business.

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