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Business Profile

Public Aquariums

San Antonio Aquarium

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Public Aquariums.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 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:03/24/2025

    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.
    I was visiting family in ********** and drove 4 HOURS to visit the aquarium, I was purchasing daily passes and was told by an employee I could save money by signing up with them. NEVER stated it was a reoccurring membership. After paying and the visit was completed, I logged into the account to find it was a reoccurring membership. I attempted to call to cancel. There is NO way to talk with an actual human, its a pre-recorded message that hangs up when completed. I went to the website and found they only cancel the membership IN PERSON. I was NEVER given this information and I live in ****.

    Business Response

    Date: 04/05/2025

    Hello,

    Our call center should have reached out to the guest, if this is not the case please let me know. There shouldn't be any reoccurring charges happening. 

    Customer Answer

    Date: 04/05/2025

    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:03/12/2025

    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.
    In 2024 I purchased an annual membership and the sales person failed to explain that this was a subscription-based membership. In this past year, I have moved away. The website says that you can only cancel in-person and the the email address to contact them is getting denied, and the phone number rings and disconnects. I am getting invoices that they want me to pay for a subscription I now longer need as I am no where near the aquarium anymore. They need to have a way for people to cancel when they have moved for any reason, especially because we are a huge active/veteran community.

    Business Response

    Date: 03/21/2025

    Hi *******,

    Thank you for reaching out and sharing your concerns. We completely understand how frustrating this situation must have been, and we appreciate your feedback.

    Please know that your membership has already been canceled. There will be no further attempts to charge you, and you will not receive any additional invoices moving forward.

    We sincerely apologize for any inconvenience you experienced while trying to contact us. Your comments regarding the cancellation process and accessibility are important to us, especially considering the needs of our active and veteran community. Were currently reviewing our procedures to make improvements and ensure a more seamless experience for all our membersregardless of location.

    If theres anything else we can assist you with, please dont hesitate to reach out directly. We're here to help.

    Warm regards,
    ****** ********
    General Manager
    San Antonio Aquarium

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

    Customer Answer

    Date: 03/21/2025

    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,

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

San Antonio Aquarium is NOT a BBB Accredited Business.

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