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:01/03/2023

  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 husband and I bought season passes for our children for their birthdays. We bought them in Oct 2021 and they were to end on October 2022. I didn’t realize until this weekend that I was still being charged with the monthly amount. I contacted customer service and the female rep. said I was supposed to call them to cancel. I was not aware of this. I asked to speak with a manager. Her response to me was they are going to tell you the same thing, do you still want to speak with them. I was already upset that **** had hit my checking account and the rep. responded to me this way. I was on the phone waiting for a manager a good 30 min. He informed me there was nothing they could do about the refund. I told him we had not used the passes since October and they could see I wasn’t aware that I was still paying for memberships. He said there was nothing I could do and no other higher managements I could speak with. So I’m out of **** and with inflation, we are financially struggling. I am very disappointed and respectfully requesting a refund.

  Business Response

  Date: 01/04/2023

  I apologize for the frustrations you have had in regard to you 4 memberships. As per the ***** contract that is signed when the passes are purchased and can be found in the link below, "FOLLOWING THE INITIAL TERM UNTIL I TERMINATE IT. I HEREBY AUTHORIZE SEA TO WITHDRAW FUNDS FROM MY FINANCIAL INSTITUTION OR CHARGE MY CREDIT OR DEBIT CARD ON FILE WITH SEA FOR ALL PAYMENTS UNDER THIS CONTRACT DURING THE INITIAL TERM AND FOR ALL PAYMENTS AFTER THE AUTOMATIC RENEWAL OF THIS CONTRACT UNTIL I TERMINATE THIS CONTRACT." 

  *****************f433ux*_ga*MTYxNDEwOTE4My4xNjUzNTk0MzQ3*_ga_0G220PM01T*MTY3Mjg1MzEzNy43LjEuMTY3Mjg1MzcyNS4wLjAuMA..&_ga=2.36###-###-####12138.1*********-1*********.1*********&_gac=1.49611666.1*********.EAIaIQobChMIvvqJlOny9QIVlozICh3otAxxEAAYASAAEgK1O_D_BwE

• Initial Complaint

  Date:12/30/2022

  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.

  After trying to purchase the bush gardens Williamsburg membership pass for 2 hrs and speaking with 7 different agents I was informed that via Veterans discount Christmas town is not available. However, once I complete the verification of the military via ID ME, I am redirected to see my offers on the Bush gardens website which shows the tickets and disclaimer saying that it is available to Christmas town. It will let me add the tickets to my chart making them available but error it out at the time of payment with no explanation other than " We are experiencing difficulties at this time, please try again later". After 2 hours and bush gardens agents. I was guided to read a disclaimer stating "Discounted tickets are only valid at their specific park. This offer is not valid at Aquatica® water parks, SeaWorld®, Adventure Island®, Busch Gardens Tampa Bay, Sesame Place® or Discovery Cove®. Not valid for Christmas Town™. Does not include parking. Active-Duty Military, Activated or Drilling Reservist, or National Guardsman currently serving are not eligible for this offer. Prices and products are subject to change without notice.
  Discounted Busch Gardens Williamsburg Veterans Appreciation Ticket offer ended May 15, 2022. Must visit the park by July 10, 2022."
  
  All this process is misleading and false advertising when after verifying myself as a veteran it still shows me the discounted tickets which say that it is available to Christmas town, let me add to the chart, and errors out at payment with no explanation.

  Business Response

  Date: 01/04/2023

  I apologize for the inconvenience that you experienced while trying to purchase passes from our website after verifying through ID.ME. We unfortunately do not offer veteran tickets year-round at Busch Gardens Williamsburg and have not yet announced any sales for 2023 as of yet. For the inconvenience and time that you have spent trying to purchase passes i can offer you a 25 percent discount that would need to be redeemed in person at the park. The offer would need to be sent form the following email address* ************************************ it would be for 2 Unlimited Memberships that can be for either 1 or both parks depending on your preference.

• Initial Complaint

  Date:12/29/2022

  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 four tickets to Christmastown in Willaimsburg for Dec. 22. I called earlier that day to see if the park would still be open due to the inclement weather, rain, and was told that they would be open until 10 p.m. I considered trying to move the tickets to another day; however, with the forcast to be in the 20's not including the wind chill for 35 mph winds we had to take our chances with the Thursday date. The problem was that my wife could not go and traveling 70 miles to the park and being in there with rain would not be good for her.
  So, myself and my two daughters went. While paying for parking I was told that the park would close at 8 p.m., which was not what I was told earlier. Had I known that I would have considered not traveling the 70 miles and move my tickets to the following week because we were limited to 2 hours.
  I had called customer service today, 12/28, to see if I could at least be reimbursed for my wife:s ticket, which I was told would not happen. We do not need a ticket for next year because that is a year away and I do not know now that going back is an option, it's to far in the future.
  Quite simply:
  1. Told the park would be open when calling earlier then not knowing until we get there at 6 p.m. that the park would close at 8 p.m.
  2. Just wanted a refund for her ticket.
  
  The representative I worked with was just fine, no complaint there. She did her job very well.
  
  When asking to speak with a supervisor, that did not happen, the rep spoke to her and was told I could get a ticket for next year. So, a waste of my time trying to speak with the supervisor to hear no to my request. The supervisor not taking my request originally to speak to them and sending their response through the representative pretty much made me feel as if I did not matter.

  Business Response

  Date: 12/29/2022

  I apologize for the late notice of our park closing early due to the cold weather. Since your wife's ticket was unused, I have gone ahead and cancelled the ticket as well as the ***** service fee which will return ****** to the original form of payment. If you have any further questions or concerns, please feel free to reply to this comment, if it closes and you would still like to get in contact with us, you can reach us at ************************************

• Initial Complaint

  Date:12/27/2022

  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.

  Had tickets for Dec 24 2022 for Christmas family vacation where family members traveled from different states and the park closed due to inclement weather and park is refusing refund. This is not good business

  Business Response

  Date: 12/28/2022

  Based on the information provided this appears to be a duplicate complaint associated with Complaint ID: ********. As stated on that complaint the refund has already been issued by our call center on 12/26/22, refunds typically take 7-14 business days depending on the original form of payment, but it has already been processed on our end and resolved.

  Customer Answer

  Date: 12/31/2022

   
  
  ****** ******** *******
  
  
  
  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:12/27/2022

  Type:Order 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 and I planned a Christmas family vacation in Williamsburg Va in which we purchased tickets to Busch Gardens. Our first family vacation every. The park closed due to inclement weather On Christmas Eve We have all traveled back to our separate locations out of state and are being refused a refund!! This is very upsetting. The “season” for which these to tickets were purchased will be over soon. Because of the distance and separate work obligations we are not able to go back!! This is extremely disappointing and frankly unacceptable.

  Business Response

  Date: 12/28/2022

  After reviewing your order, it appears that your issue has been resolved by our call center and a refund has been processed on 12/26/22. Refunds typically take 7-14 business days depending on your original form of payment and everything has been processed on our end. Please let us know if there is anything further, we can assist you with or feel free to reach us at ************************************

• Initial Complaint

  Date:12/27/2022

  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 have held a membership with Busch Gardens until 11/2022. After meeting my total commitment, I went into Busch Gardens to cancel the 2 memberships that I held. That cancellation was submitted on 10/29/22. I was charged for the membership on 11/12/22 and did not notice. I was charged again today 12/23/22 for the same membership that I cancelled. I called the customer service number and was told that apparently the cancellation did not go through on their end. The customer service refused to refund for November, and refused to cancel the transaction that was processing for December. I asked for a supervisor to speak to, and the transfer was refused and I was told that “they were getting ready to close”. I had to call my bank (Capital One) and file a fraudulent charge complaint against Seaworld for this. This is undoubtedly some of the most sketchy business practice I have dealt with.

  Business Response

  Date: 12/27/2022

  I apologize for the frustration and miscommunication you have had in regard to your membership. We reviewed your account and saw that you did try to cancel the membership after your commitment was met, we have submitted a refund of for the two months you were charged and ensured the membership is now canceled. The refund typically take 7-14 business days depending on your bank, but you may see it sooner. If you have any further questions, please feel free to reply here or contact us at ************************************

• Initial Complaint

  Date:12/06/2022

  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 12/2 I was charged ****** *or park pass renewal in which I had attempted to cancel on line several times. The Busch Gardens website for user accounts is horrible and not user friendly. However last month, I clicked on the button Cancel passes. When I clicked on this button it told me that there were no active passes, meaning I should not have been charged and my passes should not have been renewed. I have scoured my email for any notifications but I never received. I never received a notice or a letter and when I attempted to do this online, the button said that there were not any active passes. At that point it was my understanding that my passes should have ended and I should not have been charged. I have not used them in over two weeks. I called and requested a refund and was told no, they could not do that. I want my money back and I want my refund. I can't imagine how many people they are doing this to. I am a Veteran and have several friends in the area that take advantage of the military tickets but if this is how they're going to treat people, I'll be sure to spread the facts surround them over charging.

  Business Response

  Date: 12/15/2022

  I apologize for the confusion you experienced when you tried to check on your memberships. I verified your membership were cancelled and submitted a refund to the refund team. These can take 1-2 months to show on your original form of payment. 

  Customer Answer

  Date: 12/15/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Waiting up to two months for a refund is unacceptable. They need to tack on interest if they are going to wait 2 months to return this and they need to leave the memberships active until the refund has been fully processed and received. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:11/28/2022

  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.

  I purchased 2 two day passes with all day dining for Busch Gardens and Water Country USA.
  
  We visited Busch Gardens the first day, and went to Water Country USA on the second day.
  
  When we arrived at Water Country, they told us the park was closed and we would need to send an email for a refund.
  
  I emailed the address provided back in August, and never received a response to it.
  
  I have spent HOURS of my life on the phone with customer service since then trying to get my refund for the day we couldn't use. I have spoken to 6 different people. 3 of them told me to just email, which got no response. (I confirmed that the address was correctly typed in.) One of them acted like I would get a refund. The other two told me that their system won't allow them to refund, but wouldn't give me additional information as to who CAN authorize a refund.
  
  Being closed without warning ruined our wedding anniversary plans, caused us to have to spend more money on our trip, and has been an inconvenience trying to get them to have some decent customer service and refund my money.
  
  We live 11.5 hours (23 hours round trip) away and will never be returning.
  
  Their offer of a voucher to use within two years is USELESS to me. I just need a refund for the day we were unable to use because their park was closed without warning. We live too far away to go back.
  
  I'm only asking for a refund for the day we were unable to use, but they claim they can't refund ANYTHING because the ticket was used for one of the two days.
  
  Absolutely terrible customer service. Based on this experience alone, I never even WANT to go back.
  
  Please get them to do the right thing and refund my money. I can't recreate my 1st wedding anniversary plans, but they could at least try to make up for some of this by refunding the day we were unable to use which wasn't our fault.

  Business Response

  Date: 12/08/2022

  
  11/30/2022
  
  ****** ******** ******
  
  Complaint *********
  
  Dear Sir or Madam:
  
  I am writing you concerning a complaint we received, complaint #********. After receiving the
  complaint, our team happily reached out the customer by email. It is my pleasure to inform you that we submitted a partial refund for the guest's order and also offered them return visits to the park. The customer can expect a refund shortly.We hope the customer takes us up on the return visits so they can enjoy an excellent experience at our beautiful park. 
  
  Sincerely,

  
  ******* ******
  ******** **** **********
  Water Country USA

• Initial Complaint

  Date:11/14/2022

  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.

  I purchased a Platinum Membership Season Pass to Busch Gardens & Water Country USA (Williamsburg) on October 8, 2021 (Order Number: 2*************** in which a monthly payments of *******month was setup for auto-payments *****y" which should've ended October 8, 2022 but it didn't. They continued charging me, refuse the give me a refund when speaking to customer service, and they won't give me a valid confirmation that my account/membership (A******************* is cancelled. Their website and terms state that I have the right to cancel membership at anytime at my discretion but they have never given me written notice of cancellation or a confirmation of such as reference.
  
  Why is it that I can purchase a season pass from the website but can't cancel one from the website. You must call in or use the chat feature to cancel a membership and then you not only don't get an email confirmation but you also do not even get a confirmation code to give proof that a cancellation was performed. One of the employees was supposed to cancel my account and they told me that do not have a confirmation number or they will not be sending me a confirmation email to reference. They told me that all I had to do is log into the account and it will show that my membership was cancelled. No it didn't. It also continued to show my payment method and payments information in my account but I was told that my membership was cancelled.
  
  I got charged again... I bought a season pass membership October 2021 and I try to cancel it so it should end October 2022 but here it is November and I still get charged because my auto renew credit card information is still in the system and within my account with no way of me personally removing it. I get told by the employee that they are cancelling my membership but they do not want to give me a confirmation code or confirmation email so what proof do I have?! Not only that but they said that no notes were made within the system that I called to cancel.

  Business Response

  Date: 11/19/2022

  I apologize for any frustrations you have experienced with your ***** platinum pass. As stated in our ***** contract your ***** will auto renew on a month-to-month commitment until you cancel your EZPay. Also stated in the ***** contract is a link to take you to cancel your membership online, in addition to this you must sign into your account using you email and password, your barcode and zip code will not work as we must verify your identity in order to cancel your ***** contract. As a guest service I will process a refund request for you. Below are a few links that you may use to address the issues you mentioned in your complaint.
  
  
  
  ****y Contract: https://seaworldentertainment.com/policies/terms-and-conditions/
  
  
  
  ****y Online Cancellation as stated in the ***** contract: https://seaworld.com/end-ezpay
  
  
  
  Please note that the ***** online cancellation may take you to SeaWorld San Diegos website, however signing in will allow cancellation of your pass.

• Initial Complaint

  Date:11/06/2022

  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.

  I paid for **** *or 2 tickets and $** for parking on November 6, 2022 to come to the park and majority of the rides were closed. Many of them had a sign that said closed but 2 of them said closed due to wasps. It was a very disappointing day to say the least and I would have honestly just not have come. The only working rollercoasters were **** **** ******** *********** ******* *** ********. There were no food places open anywhere so we were forced to wait until we left the park to eat anything.

  Business Response

  Date: 11/11/2022

  I apologize for the experience you had while visiting the park, the 5th and 6th were our member appreciation weekend and was advertised as limited ride offerings while we decorated for Christmas town, as such we sold our tickets at a lower price than normal. However, we would like to offer you a return ticket to come back to the park when convenient to do so, the tickets would be valid until 1/7/24.