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:07/05/2023

  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 pay monthly for a membership to Busch Gardens. I received an email stating that I needed to update my payment information since my debit card expired recently and I received a new one. I attempted to follow the directions given to me in the email to update my payment method, however, I did not have the options to do so as stated in the email. I didn’t see where I could update the payment information. I tried to call, but waited on hold for almost an hour. I asked for a call back but did not receive one. I attempted to chat online, but was not responded to. I emailed but did not receive an email back. I just need to update my payment information and see why I don’t have access to this online but I can never seem to speak to anyone.

  Business Response

  Date: 07/05/2023

  Hello,

  Thank you for your feedback. I apologize for the inconvenience and the lost time. Unfortunately you will have to come to Busch Gardens Williamsburg for us to change the payment information since we do not take card information over the phone or over email. If you visit our Out Park Guest Relations they will be able to assist you with changing your payment information and updating any other personal information for the pass.

  Thank you, and have a wonderful day.

  Customer Answer

  Date: 07/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  previously when I have had issues with my payment method, I was able to speak to someone over the phone and give them new card details and she updated it and I was good to go.  If I was able to update my payment method online, I would do so but no one can seem to help me with that either since I do not see those options.  I would like to just be able to access this online and not have to make a special trip there just to fix one issue.  
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:07/03/2023

  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.

  On June 25th my husband and I went to Busch Gardens Williamsburg. We both had an annual pass that was due to expire on June 29, 2023. When we arrived at the park the front gate told me my pass was inactive I told him no it was good until the 29th he allowed us to go in and said we should stop at the customer service desk. We went right to the gate and were told that our passes were in active. After waiting in line for an hour At customer service the associate said some how the date in the system showed our payment due date of June 25th for the annual pass but they could see we purchased our annual pass on June 29, 2022 and agreed it should be good till June 29, 2023. They weren’t sure what to do, we agreed to renew for another year so we could enter the park and meet up with friends. They took our payment in the amount ******** however the next day I checked my account on line and it shows expired even though you can see our payment posted. I have tried calling several times got thru once the woman wasn’t sure what to do but said she would forward on to a supervisor. Checked the account again still showing expired. Called 3 more times never got a person had to choose the option for a call back and nobody ever called. I then filled out email and sent In it’s been 7 days account still showing expired. At this point feel like customer service is awful if they can’t activate please refund us our money. Very frustrating and disappointing.

  Business Response

  Date: 07/05/2023

  Hello *****

  I do Apologize for any inconvenience this had brought you. I'm having issues locating the account to view previous billing history. Could you please email us at ********************************** with the subject being "Complaint ID: ********* and attach picture of your passes or if you have an email with your order number confirmation that would be perfect as well. I will be happy to look into this issue further once that information is provided.

  Thanks you for your time and your feedback.

  Customer Answer

  Date: 07/06/2023

   

  Here is the email below I sent per their instructions.  I don't want to close this yet as I had sent emails prior to no avail.  Once I see it has been resolved I will feel comfortable accepting their decision.

   

  Attached are copies of our account passes for **** ** ******* *** **** *******.  We paid in full for another year on 6/25/2023. Please make sure our account is showing paid in full for another year  and that our benefit of additional free tickets for summer are available.
  
  
  
  
  Will you please send me an email ****************** and let me know when this has been corrected.  Thanks in advance for your assistance.
  
  

  
  

• Initial Complaint

  Date:06/27/2023

  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.

  Sketchy policies. They auto renewed my subscription (not clear that was the choice two years ago when I bought the tix). As I didn’t even know I had a subscription, I have not used it. Only discovered when they attempted to auto renew again , almost **** and my credit card company called me. Problem is, I did not use it at all (as I was not aware they charged me for an annual renewal last year so I didn’t know I had it). After explaining they refuse to credit me. I suggested them guests me a year (I’ll use it if I’m aware of it). Big the “best” they could do was offer me one single day pass. I’m very good about knowing and avoiding auto renewals. I think they mislead in advertising. Looking online, I’m not alone. Seems this is a business tactic of theirs. Others complain and at least one law suit. Shameful BG. Shameful.

  Business Response

  Date: 06/26/2023

  We regret to read of any frustration surrounding the automatic renewal of your Annual Passes. Please note, this complaint was filed with Busch Gardens Tampa instead of Busch Gardens Williamsburg. As your Annual Passes were purchased through Williamsburg, we recommend reaching out directly to Busch Gardens Williamsburg's Guest Correspondence team ************************************* *o ensure that your concerns receive the appropriate attention. 

  Business Response

  Date: 06/28/2023

  Hello, Thank you for contacting us and I'm sorry for any inconvenience this has brought you.

  I pulled up your account with the pass under "Virginia Santiago" and I did see that the payment tried to go through for the passes and it was declined. Could you please email us at ********************************** and use your "Complaint ID: ********" in the subject line for us to assist you further.

  Thank you and have a good day.

• Initial Complaint

  Date:06/21/2023

  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.

  Was not aware about auto renewal of park passes. I asked for the account to be cancelled in May 2023 and I still got charged on my credit card. Over 6 months of charges hit my card I wasn’t aware of. The website showed the expiration date that was expected. No mention of auto renewal on the account. I want my over charges returned. Credit card dispute has been filed and merchant block placed on my credit card.

  Business Response

  Date: 06/22/2023

  Hello, thank you for contacting us. I went ahead and ended your passes and have submitted a refund request that will be processed in the next 10-14 days.

  If you have any questions please reach out to ********************************** *ith the subject line being "Complaint ID:*********

  Thank you and we apologize for the inconvenience.

  Customer Answer

  Date: 06/23/2023

  What is the amount of the refund.   

  I am seeking a full refund since the original date of expiration of the obligation period; which I believe goes back to November of 2022  (******** *********   Looking at the complaint history of Busch Gardens and the App telling me when the pass EXPIRES and not RENEWS..  I think this is a matter that may require ******** ******* *o investigate for possible fraudulent billing practices for hidden tactics.  

  Thank you

  *****

• Initial Complaint

  Date:06/08/2023

  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.

  It was impossible to cancel my pass before it auto renewed and now it is impossible to reach anyone at the company. I tried to cancel it before it renewed numerous times. I tried through the website 10 times and it didn’t worked. I emailed customer service and didn’t get a response after days of waiting. I tried online again and I got to a screen that said the account was cancelled but several days later the full membership amount was charged to my bank and when I checked online my account is still active. Then I called customer service and after being on hold for over an hour I was directed to leave a message which no one returned. I started a chat and after typing out my complaint received a message that no one was available to chat. I have been on hold today for over 30 minutes and don’t expect anyone to pick up. I was charged the full amount and need a refund.

  Business Response

  Date: 06/22/2023

  Hello, Thank you for contacting us. A Refund Request has been made on your behalf and the passes have been canceled.

  If you have any questions please feel free to reach out to us at ********************************** and reference your Complaint ID: ******** as the subject matter.

  Thank you and we apologize for any inconvenience this has caused.

• Initial Complaint

  Date:06/07/2023

  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.

  I Emailed you 6 Months Ago About The Busch Gardens Of Williamsburg and You NEVER REPLIED TO ME NOW and I Want A Full Refund For MY 2 PASSES I BOUGHT From You NOW Because We went to the Park on Monday and one of the Roller Coaster Broke and the line Were Very Very Very Long And You Told Me you Don’t Take AAA CARD and Can You Send Me The Iron Gwazi Plush in the Mail because You Are Sold Out ON Your ONLINE STOR AND MY ******* ** **** ********* *** **** ** ******

  Business Response

  Date: 06/07/2023

  Hello Amy, I am sorry to hear that you are having further difficulties and frustrations with our parks. As we have stated before, we have provided a total of 6 two-park bounce tickets for you to return to ***** ******* *** as well as Busch Gardens which you have redeemed 4 of the 6 tickets so far. If you are unsure how to redeem your two tickets that have been offered to you or do not still have the email that has the tickets, then you can provide the following Guest Correspondence ID (******) at our Guest Services build at Busch Gardens Williamsburg or Water Country USA.

  At this time, we will not be offering any further compensation other than what has already been offered, I do apologize for any inconvenience or frustrations that you have had, but we have done our best to rectify your grievances that you have had and cannot continue to issue and further refunds or complimentary products.

  Customer Answer

  Date: 06/15/2023

  YOU NEVER SENT ME A EMAIL NOW AND YOU ARE STILL REFUSING TO HELP ME NOW I REPORT  YOU NOW BECUSE OF THIS NOW.

• Initial Complaint

  Date:04/05/2023

  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.

  Last *pring I purchased annual passes for my family to Busch Gardens in Williamsburg. The order # is 2*************** We knew that the year was coming to an end, but weren't *ure of the exact date. We called Busch Gardens on the 24th of March to check (and also to make *ure that we didn't get charged for another year). The operator told us that they just renewed 4 days prior. They are now charging us a monthly rate. The problem is that there was no notification that we were being billed or that a renewal was coming up. I have a *ubscription with ****** ** and various others. They all *end a notification *aying that my credit card is going to be billed.
  We called and canceled the memberships but they are charging us for the month (times 4 tickets) while we have not used them and aren't going to use them. We talked with a *upervisor and they wouldn't budge on charging us the extra month. The points we attempted to make were: 1 - they *ent no billing notification (and they did not argue this point) & 2 - there has to be a timeframe to cancel/return an item that is not used.
  I appreciate your time in this matter,
  *****

  Business Response

  Date: 04/06/2023

  I apologize for the inconvenience you have experienced regarding your membership. I am *ubmitting a refund for the month you paid out of commitment, and I am *orry that we missed you in your email, typically there is an email *ent during the last month of a membership before it auto renews from the address at either @********************************* or @***************************** Occasionally our emails are marked as *pam or will be auto *orted into a promotions folder. If you have any questions or concerns after this case is closed, please feel free to reach out to our parks local team at *********************************** and we will assist as *oon as possible. Once again, I apologize for any inconvenience, and we hope to *ee you again *oon.

• Initial Complaint

  Date:03/22/2023

  Type:Customer Service 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.

  For over a decade, I have alternated years signing up for a season pass to Busch Gardens one year, and ***** ******** another. I signed up for ****y for myself and my family in ****. I visited the park a few times in ***** ** ***** the pass was automatically renewed without my knowledge. I did not receive so much as an email. I didn't realize the problem until I went to sign up for the 2023 year.
  
  In attempting to resolve, I was informed by the phone staff that I agreed to terms which allow Busch Gardens to charge me indefinitely. They said they were able to cancel, but unable to help me in recovering any of the funds already charged. I said I wasn't even seeking a full refund, I just wanted SOMETHING, but they were unwilling to help.
  
  This is an outright scam. Hiding terms in an agreement and charging me for services I did not ask for nor receive is a shockingly common but wholly unethical business practice.

  Business Response

  Date: 04/06/2023

  I apologize for the frustration you have experienced regarding your ***** membership. I see that the memberships have not been used since October of 2021 and will submit a refund request for the payments made out of commitment starting ******* ******* ******** If you have any further inquiries after this closes, you can reach our local team at ***********************************.

  Customer Answer

  Date: 04/08/2023

  *
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  ****** *****

• Initial Complaint

  Date:03/13/2023

  Type:Billing 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.

  I signed up for a pass a few years ago.. and without telling me they automatically just renew it year after year... I even removed my credit card from my account and they STILL billed me. over and over and over.. I haven't used the pass in over * ***** and simply asked for a refund for the month of this year after they FINALLY agreed to cancel it.

  Business Response

  Date: 03/25/2023

  I apologize for the inconvenience that you experience in regard to your memberships. I have submitted the refund that you have requested and should receive it within 14 business days.

  Customer Answer

  Date: 03/28/2023

   
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  ***** *****

• Initial Complaint

  Date:01/03/2023

  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.

  My grandkids were going to Busch gardens and I was reminded they did a program where vets are supposed to get 4 free regular admission tickets. I tried to sign up for and there was an issue. I had sent emails with no reply. I had this same problem 2 years ago, I think last year was the only time I had no issue.
  
  I think I should be able to get the 4 free tickets for myself and 3 of my family members.
  
  I have an ID.me account I usually am able to use to get the tickets.

  Business Response

  Date: 01/04/2023

  Unfortunately, we do not offer veteran tickets year-round. As of right now we have not announced any dates for the 2023 season, once we do our FAQ section below the status verification link on our website will be updates. Currently we only offer tickets from the begging of the 2023 season until the last day of Howl-O-Scream to active duty.