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:09/20/2022

  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 purchased a membership to Busch Gardens last year, under ****** The commitment was for a year, to my understanding. When I paid it off, and had no commitments left, I needed to cancel. I Canceled online, in July, again in August sometime, and did not ever receive any confirmations. I was charged another monthly payment for the month of August. I tried to cancel online again.
  Again no email confirmation.
  
  On September 15, I was charged again, and called customer service on Friday, September 16, to cancel. The gentleman told me he canceled it. I I asked him when would I see a confirmation email. He said they won't send one, and to not worry, because he was canceling it as we spoke. Today, I was just charged another monthly payment of *******

  Business Response

  Date: 11/30/2022

  Business Response /* (1000, 5, 2022/09/21) */
  Good afternoon and thank you for reaching out. I see that Robert did cancel your pass ***** your September payment went through. Your last visit on that pass *** September 3, 2022. You have a second account with a different name on the pass ***** last name), that pass ******* is made on 9/20 and is the same amount ******** The last day that pass *** used was 9/3/2022.
  If you would like to reach out to us to cancel the other pass ** would be happy to assist you.
  
  
  Consumer Response /* (3000, 7, 2022/09/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hi, I'm sorry but I do not accept their response. Their app allows for cancellation online. I tried that twice, in July and August. No confirmation was given. I forced to call. That phone conversation should have been recorded. I'd like to request that recording, if possible, and if necessary, under FOIA.
  
  The representative did not mention a distinction between accounts. Maybe the representative was not thinking that day. I am/was the primary membership/card holder. I would have no way of knowing, their business considers my account to be "multiple and separate accounts. " As their response indicates," Same last name." Therefore, when I called to cancel, I expected full cancellations, especially since all accounts, no matter the name, is being paid with the same payment method/card.
  
  I asked the representative of when I can expect that email confirmation, in which the rep. stated, "there won't be one, I'm doing it right now."
  
  Yes, my family visited the business in September. The main reason for this is because we were already charged in August, for September.
  
  I tried to cancel since July. Either their app or rep. are incompetent. I should be refunded for July, August and September. But because we were still being charged, we decided to not let the money go to waste, and visited the park, once again.
  That is why I only requested refunds from September.
  
  Thank you.

• Initial Complaint

  Date:09/12/2022

  Type:Order 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.

  Order #XXXXXXXXXXXXXXX on 8/6/22 to the amount of *******
  I ordered the dual season pass ******* membership to both Water Country and Busch gardens. Under the advertisement, it claims that 4 'free' guest tickets come with the pass. There is absolutely no indication on the purchase page that these 'free' tickets may not be used when I want. There is no asterisk or marking that would suggest otherwise. In fact, in order to find this information, you must go to a drop down menu inside the FAQ page which is a menu under the link where the benefits are listed. An obscure FAQ page is not the appropriate place to list purchase details and stipulations. This is blatant deceit designed to trick customers into spending money to pay for tickets that they thought they already PAID FOR. Nowhere does it even say to check the FAQ for stipulations about when you can use the tickets that you PAID FOR. This is wrong. All I wanted was to take my friend on a nice trip to Busch Gardens and it has turned into a nightmare that has costed over **** and counting. Overall, I want to use my free tickets: once for Halloween in October, and again for Christmas in December. That is ALL I WANT. When I voiced this complaint, I received no reply from anyone. I just want my tickets that I paid for. If that cannot be accomplished, I want the whole pass ******** as it was bought under false pretenses and intentional deception.

  Business Response

  Date: 11/30/2022

  Business Response /* (1000, 5, 2022/09/16) */
  Thank you for contacting Busch Gardens Williamsburg, I apologize for any inconvenience or frustration you have experienced with our membership program. As a one time guest service I can notate your account to issue you an additional guest ticket to be used between 10/1/22 to 12/31/22 which would give you a total of 2 tickets for that time frame. Please let us know if you would like that and I will have the notes added.
  
  
  Consumer Response /* (2000, 7, 2022/09/22) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept this remedy and appreciate the effort to fix the situation. This is all I wanted

• Initial Complaint

  Date:09/08/2022

  Type:Product 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.

  On Monday, September 5, I filed a complaint with the *** regarding an issue I had with Busch Gardens Williamsburg. The case number is 9eda9921- 2d2e-11ed-b489 ************* I have heard nothing from this complaint from *** or Busch Gardens Williamsburg and it is not Thursday. My husband and I purchased tickets to Busch Gardens Williamsburg for this week, which is our one and only vacation week for the year. We were then informed that Busch Gardens Williamsburg is closed the dates we would have been in Virginia. I called to negotiate a refund as there is no way we could reschedule our vacation at this point as it takes 6-8 months before we can both be off from work. The operator informed us that all they could do would be to extend the tickets until February 2023. It is IMPOSSIBLE for my husband and I to get another vacation week by that time. We can put in for our weeks until February so you can see where our problem lies. This is devastating not only because we looked forward to going but we are now out of almost **** and being told they will not refund us the money. We are asking for the **** help with some sort of resolution before we are out of $400 and not able to even visit the park at all. Again this is the second time I am filing this complaint with not luck the first time with the above referenced claim number. Thank you in advance.

  Business Response

  Date: 11/30/2022

  Business Response /* (1000, 5, 2022/09/14) */
  Good afternoon. I was able to locate the order for tickets in your name and cancel it. You should see a refund for your unused tickets back to your original form of payment.
  
  
  Consumer Response /* (2000, 7, 2022/09/15) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/18/2022

  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.

  I purchased fifteen 2 park fund cards from Bush Gardens for Busch Gardens and ***. I needed to make some changes and purchase one more card. I called and the person I spoke to told me that she had great news, that she was able to get me the extra card for the same price that I paid for the other fifteen, which was ****** I gave her my credit card information and made the purchase. I called to purchase two more cards and when the representative looked at my order she told me the last card I purchased was a ************ Fun Card that cost more than the cards I purchased that was for the 2 parks. I told her that I did not agree to purchase a different card from the other ** cards. I also told her that representative that took my credit card payment told me I was getting the same cards as the other cards I purchased. I am devastated because I explained that I take my grandkids on a week vacation each year and pay for the parents as well. Now one person has a different card from all the other in our group. I spent **** on the ** ******* and *** on the last ticket that was falsely advertised to me. I would like a refund because my trip is tomorrow and I need to purchase the correct ticket for the other person.

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 5, 2022/08/22) */
  Good afternoon. These take a bit to go through the system we just received your complaint today. I looked at your order and it appears some updates were done and your party has visited. If you still need assistance please stop by Guest Relations while at the park and we would be pleased to assist you.
  
  
  Consumer Response /* (2000, 7, 2022/08/24) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I received a refund for the unauthorized ticket that was purchased

• Initial Complaint

  Date:08/10/2022

  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 7/22/2022 I purchased tickets for the 7/31/2022 fireworks cruise at Busch Gardens, Williamsburg, VA. I received a voicemail message from the tour office the afternoon of the scheduled cruise that it was canceled due to the weather and they would initiate a refund. I have not received a refund and have not received any help by calling the numbers available for customer service. I was told all I could do was send an email and wait for approval for the refund. The supervisor I finally spoke to told me he couldn't verify that the cruise was canceled.
  

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 5, 2022/08/15) */
  Good morning. I was able to verify the request for your refund was submitted already. Generally it takes 2-4 weeks to show up on your original form of payment. We apologize for the delay.

• Initial Complaint

  Date:07/31/2022

  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.

  I took my family to Busch Gardens in June 2022. While there my son dropped his phone. We immediately went to Lost and Found. Based on their instructions, we submitted an online *** report. About a week later, I got an email from Busch Garden that stated that the phone was found. I happily called and the agent who answered stated that it's available for pickup or to be mailed next Wednesday. Since I live far away, I chose to pay around *** for them to ***** me the phone. Their email said wait up to 30 days. 5 weeks later after not having heard anything, I tried contacting them. Their Ambassador gave me a phone number that was disconnected. When I called back, their Ambassador said sorry we can't get you any other contact since we're located in the Carribeans, but you can email them. I emailed 3 times over 2 weeks but never got a response. I was then told to show up to Busch Garden to talk to "somebody." Wow! I emailed the people at Chargerback, who replied that they only manage the software, but will forward my email back to Busch Garden to help with the issue. So now I've come full circle. 6 weeks and still one ****** and *** down. Report ID# XXXXXXXX

  Business Response

  Date: 08/29/2022

  Consumer Response /* (2000, 8, 2022/08/11) */
  Hi,
  
  Busch Garden did the the phone last week. Thank you!
  
  That's all I wanted them to do.
  
  *** **

• Initial Complaint

  Date:07/28/2022

  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.

  We have had our season passes **** 10 years. I was told that I would get to free guest passes * year. That's not happening. First I was told I had to wait for a specific time to get free passes. Then I was told that we don't get them because we are Grandfathered in the old pass ****** (which we got free passes ** the past) that we don't qualify for this offer. If we wanted this offer we would have to upgrade and pay more money. What ever happened to loyalty. I want a better explanation then you all want more money. Haven't I paid enough. The only reason I still have my passes *** go to these over priced park is because my grandchildren loves it. I have passes ** other parks and no matter how long I have had them I still get my perks. And another thing fix your contact numbers, you sit on hold to either get someone rude and disrespectful or the call drops. I want my passes ****** like before wirh the same darn perks as everyone else.

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/01) */
  In February of 2018, our park changed from our old Annual Pass ******** to our new Membership Program. Our new Memberships come with extra guaranteed benefits that our previous Annual Pass ******* did not receive. These guaranteed benefits include:
  
  Access to member exclusive events and early entry on select days
  Free friend tickets for select memberships
  Access to our Christmas Town event
  Monthly rewards
  Increased discounts on Merchandise, food, and more for select memberships
  Exclusive discounts on quick queue and tours during select times
  
  You can view all of the benefits that our new memberships receive by visiting this page: *****************************************************
  
  Our old Annual Passes ***** receive the benefits that were guaranteed with their passes, This includes:
  Parking benefits
  Discounts in the park
  Discounted tickets
  Access to the parks it was originally purchased for
  
  Old Annual Passes ** NOT receive access to member exclusive events or early entry days. They DO NOT receive admission to our Christmas Town event. They DO NOT receive any of the member free rewards.
  
  
  Consumer Response /* (3000, 7, 2022/08/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Unfortunately some of the information isn't true. Every other year the rules change. Take notice they didn't address there rude and disrespectful employees. Best believe once my Grandchildren has had enough. You all will lose my business.

• Initial Complaint

  Date:07/26/2022

  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.

  We purchased two "All Season Quick Queue" passes **** ** on 4/9/22 for $599 per person. On the web site, this is the description: "Get to the thrills faster with single-time priority access to select Busch Gardens attractions ALL SEASON LONG." On the physical pass, it states "Valid for one time use per day at the attractions listed below... *********** ********** *********** ****** ****** ******** ******* **** ****** ********* ******** ******* ********* ************
  
  My pass ****** is XXXXXXXXXXXXXXXXXX. I don't have my partner's pass ********* but his name is Anthony Roesch. Our passes ****** ONCE on the first day we bought them and have not worked since. We have been to guest relations three times and gotten different answers every time, and I've filed a complaint online with Busch Gardens and received no response. When we try to get on a ride with our pass, the reader always rejects us and we have to argue with the ride employee to let us on. Ride employees have never even heard of this pass *** have even tried to deface our passes **** markers to mark out rides, even though when we received these passes ** guest services on 4/9/22 we were told not to lose or destroy these passes ** we have to use the same pass *** the year and will not be issued replacements.
  
  We paid A LOT of money to have a year-long quick queue to get on rides faster, and they DO NOT WORK and Busch Gardens will not fix it. I don't want any monetary reward, I don't want a refund, I don't want to go to court, I just want our passes ** WORK like they are supposed to.

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 9, 2022/08/08) */
  We are sorry to hear you have had so many challenges. I printed the copies you attached and my team is working with IT to ensure they work properly at every ride for your next visit. If you would stop by Guest Relations before your next visit we can give you an update and make sure you have a working Quick Queue for the season. Thank you for including the photos with your barcode.
  
  
  Consumer Response /* (2000, 11, 2022/08/10) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you SO much for your response! It's been so frustrating not being able to find a solution the past four months. We will absolutely stop by guest services our next time there and relay what you've said. Also, please find attached my partner's All Season QQ which also needs to be fixed. Thank you!

• Initial Complaint

  Date:07/23/2022

  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.

  Filed complaint/demand for refund; here's the complaint, which has been ignored since I followed-up:
  
  I recently purchased four so-called "All-Day Dining Deals" (order #XXXXXXXXXXXXXX). I visited the park on 6-9-22 and *** of the eateries were closed; the Festhaus and the barbeque place were the only options available. Fine. We went to the Festhaus. The food was absolutely inedible-we threw away the cold, cardboard-like pizza that was sitting away from the warming light and the fries were literally rock hard (I took photos and videos and showed Customer Service at the front of the park...literally pounding the fries on the tray and unable to break them...sounded like a hammer hitting steel). Fine. We waited and then went into the BBQ place. There was ONE entrée sitting on the counter with flies all over it. I asked if more would be ready soon, and no one seemed interested in helping us. We immediately went to the front to ask for a refund. Being one to take pictures and film, I showed "*******" and his cohorts the video and they, too, were less than amazed, as they said they "have been receiving a number of complaints about the food today." He also said "Marco was scheduled to be closed for remodeling, but I have no idea why (the place in England) is closed." I completed the sheet for the request and he took our tickets. NOT THAT WE WOULD EAT ANYTHING THERE AGAIN, forcing us to surrender our tickets meant we couldn't use them and if we can't use them, then we shouldn't have bought them. I asked for a refund for ALL FOUR meal plans, as we're never coming back. It's been weeks now and no response from Busch. Therefore, I am once again being asked to be made whole and have a full refund issued for the amount paid for the four meal plans, to include the two we surrendered to ******* after the Festhaus incident. If you are denying my request, please stop ignoring me and do so in writing, as I need the refusal to seek standing and be made whole by other means.

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 6, 2022/07/29) */
  I apologize for the experience that you had regarding our dining locations in the park, I am forwarding the information you provided to our ******** leadership team so that they are aware as well. For the order number that you provided, it is showing that a refund was submitted by our finance team on 7/19, typically this process take approximately 7-14 business days to be processed by our team and then your bank.

• Initial Complaint

  Date:07/20/2022

  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.

  June 12th we went to the park. We purchased dining vouchers. The clerk at the restaurant stated he could only ring up 2 but we had 4. I handed them back to him and he claim he rang them up. After we sat down to eat we checked the reciept and found he only rang 3 vouchers and charged us for a meal that was supposed to be free. A total of **** When we asked for a refund he said we had to use the website. Then we went to pick up our pictures and were told they could not print due to machine being down so we purchased the web key. *** and upon signing in found there were only 2 pictures there. The others we supposedly deleted due to some one on the rides making inappropriate hand gestures. We want our money for those things.

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 8, 2022/08/01) */
  I apologize that you were charged incorrectly. Can you please provide the receipts to our email address *****************@buschgardens.com so we can assist you with receiving a refund.
  
  
  Consumer Response /* (3000, 15, 2022/08/12) */
  That is not true and I can show that I have submitted the receipts and documentation to that email address on 3 different occasion with no response from Busch Gardens.
  
  
  Business Response /* (4000, 17, 2022/08/15) */
  I was able to locate an email with a receipt for the photo key, pictures, and copies of tickets. I am working to find out from the Photo team and update on the photo key receipt that was sent to them. Your concern states you had dining but were charged for a meal. Do you have a receipt from the restaurant you paid for a meal?
  
  
  Consumer Response /* (4200, 19, 2022/08/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am attaching documents
  
  
  Business Response /* (4000, 22, 2022/08/17) */
  Thank you for attaching the receipts. I was able to locate them after responding previously and the refund has been submitted for the additional sides. Each meal only comes with one side or dessert. I can see where the one ticket that I located was not scanned. As a courtesy we are refunding the entire purchase.