ComplaintsforSeaWorld San Diego

Tourist Attractions

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Initial Complaint
08/22/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased two annual Gold passes for $272.00 on 07-08-2023. The due date for renewal was 07-08-2024. Sea World auto-renewed my passes on 06-08-2024, which was 30 days before the renewal date. I still had 30 days to cancel. They did not give me the opportunity to cancel my renewal before the due date and charged me early. When I tried to cancel on the website, there was a message "paid in full" and "No passes available to cancel". When I attempted to call and cancel, I was kept on hold for numerous minutes (up to 30 minutes). My place of employment does not allow me to wait on hold for long periods of time. After numerous phone calls and holding for a representative, I was unable to cancel.Sea World also auto-renewed my Gold passes from $272.00 to $453.60 without any advanced notice or reminder that the rates were going up. The substantial increase in price came with no upgrade to membership. I did not have a chance to review the increase in cost. Sea World is currently selling a pass for $115 that includes admission for the remainder of 2024 and all of 2025. Why am I paying $453.60?This is bad business practice and not a good way to keep annual pass holders. At a minimum, Sea World should provide notice 30 days before auto-renewal to inform pass holders of the auto renew, any increases in costs, and changes to benefits. The current process to cancel is burdensome, which seems like a scheme to trick members into renewing. I would never expect this type of practice from a theme park like Sea World. I would like a refund in the amount of $453.60 because Sea World renewed my passes and charged my credit card 30 days prior to the due date for renewal. I was unable to cancel on the internet or reach them by phone.
Business response
08/26/2024
Apologies for any disconnect with the auto renewal program. Pass account may be reviewed pending cancelation and refunds. Please allow ***** business days to process.
Customer response
08/26/2024
Response from Sea World:
"Apologies for any disconnect with the auto renewal program. Pass account may be reviewed pending cancelation and refunds. Please allow ***** business days to process."
Response from Customer:
As of Monday, 08/26/2024 this problem has not been resolved. The response, "Pass account may be reviewed" should read "Pass account will be reviewed pending cancellation and refunds". I will wait for Sea World to refund the $453.60 charged to my credit card on June 8, 2024. Once my refund has been posted during the ***** business days (September 13th -24th) I will acknowledge that the complaint has been resolved. As of today, the complaint has not been resolved.
I will wait for an additional response from Sea World to address why my auto-renewal payment was prematurely charged to my credit card 30 days prior to the contract renewal date, not allowing me the contracted amount of days to cancel prior to deadline.
Thank you.
Business response
08/28/2024
Account has been cancelled and refund processed.
Customer response
09/04/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this issue has been resolved. My account has been cancelled and I received a refund.

Regards,

*****************************
Initial Complaint
08/19/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hello,I bought an annual pass for me (****************) on August 13, 2023 and paid total amount of $198.99.On August 15, 2024 I noticed in my credit card statement, Seaworld San Diego charged for auto renewal of my annual pass of amount $226.98 without my knowledge. After noticing I immediately went online and proceeded for cancellation of this renewal of annual pass.I never received any emails about any type of or consent to them for the auto renewals about these charges coming soon for my credit card.I called them on August ******* and they said we cannot refund you for this year , We can cancel your [membership] next year. I told them I have never received a reminder for an auto renewal.
Business response
08/20/2024
Apologies for any disconnect. Auto renewal is a stipulation on the account agreement. Account may be reviewed pending refund. Please allow ***** business days to process.
Customer response
08/20/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***********************
Initial Complaint
08/17/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
It was advertised online that pass members can bring up to 2 people with them to the park before August 25th at no additional cost. I ordered the tickets for my friends ******* and ****** and they cancelled all of their plans to come all the way to *** Diego from *********** just for this first time visit to SeaWorld. when I was sending them the tickets I got them, I read that it said they expire on August 18th. When I went back online, I saw that the company CHANGED the expiration date from the 25th to the 18th. I sent an email and ddi not receive a response or any way of tracking the message I sent because it was through their website. I also called the corporation and spoke with 2 people (including a manager) they refused to honor the date planned for my visit and they also refused to provide new guest tickets despite me having proof that it was advertised for the 25th. They rudely suggested that there was nothing I could do about it and thatI can talk to the head of SeaWorld and they would not change a thing. That the free guest passes were already a bonus and they have the right to change the expiration date whenever even though it is treated like a purchase online. All in all they refused to honor the guest tickets promised and refused to provide new ones to be used on the 24th.
Business response
08/26/2024
Apologies for any disconnect regarding promotions and/or Contact Center. Our SeaWorld Correspondence team will be offering complimentary tickets for you.
Customer response
08/29/2024

Better Business Bureau:

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

Regards,

*******************************
Initial Complaint
08/12/2024
Complaint Type:
Billing Issues
Status:
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.
SeaWorld renewed my membership without my acknowledgment or sent me information about my membership being automatically renewed.
Business response
08/14/2024
Auto Renewal is a stipulation when purchasing a pass. Account may reviewed pending cancellation and refund. Please allow ***** business days to process.
Initial Complaint
08/12/2024
Complaint Type:
Billing Issues
Status:
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.
On 07/08/2022 I purchased an annual pass for SeaWorld. That same day I called SeaWorld to resolve some issues with the purchase. During the call the I requested that the pass not be auto-renewed, and was assured I was only being charged the amount agreed to. The payements for the 2022 pass were completed on 05/08/2023.Beginning on 06/08/2023, however, SeaWorld auto-renewed my membership despite their assurances that they would not. Additionally, no notification of the renewal or any of the subsequent payments was sent. SeaWorld began charging my acount $14.25 per month (from 06/08/2023/ to 08/08/2023) without my authorization, knowledge, or consent. No receipts were ever sent, nor notification of renewal, despite California law requiring such notification.SeaWorld refused to rendund the amount beyond a single monthly payment, and the supervisor hung up on me when I insisted on a full refund.
Business response
08/14/2024
Account may be reviewed pending cancellation and refund. Please allow ***** business days to process.
Initial Complaint
08/02/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I attended the park with 2 friends on Saturday July 27th, 2024. I ordered 2 day passes and 2 "Quick Queue" passes a month in advance. The third attendee owns a gold season pass.Upon arrival at 11am, the Quick Queue passes wouldn't download from the Sea World app. I waited for an hour at guest services for them to print physical passes.My group then booked a $9 locker for 4 hours, thinking we could move it to different locker locations throughout the park - we only learned after paying that we couldn't. Had this been made clear, we would have only booked it for 1 hour.Further, this ride experienced technical difficulties throughout the day (we came back 3 times throughout the day and it was intermittently running and not).And even more, after moving to another locker location, when told additional locker time was $2 an hour, it was actually $3 an hour.However, the biggest issue was the food.At around 1pm, we waited in line for 2 different ******************* for 15 minutes each, only to be told were "out of meat."We went to a third restaurant - The Chicken Shack - and were told they were closed because the manager wouldn't arrive for another 2 hours.We tried mobile ordering through their app at the *******************. It crashed 4 times and would only work if we DIDN'T enter our gold membership pass discount.The pick up time for the meal was 2:30 when we started placing the order. At confirmation, this changed to 2:45.We arrived on-time at the mobile order line, then waited for an hour and 20 minutes for our order. They claimed they were out of our beverage order. Then, only one of the 4 diet coke dispensers was operable - and the soda was flat and warm. The ice makers didn't work. Instead, the staff hand-scooped ice into customers' drinks with used cups. And the outdoor "condiment bar" only contained flies and a couple of slices of hot lettuce.On Tuesday 7/30, I contacted Sea World to complain - they never responded.
Business response
08/14/2024
Please allow ***** business days to process any refunds.
Initial Complaint
07/26/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Purchased a silver pass in 2023 paid in full. They saved my card and said it would be automatically charged next year 2024. Before it cancelled, I went online to cancel the payment there was no option to cancel it and my card was expired. Nor is there information on how to cancel in the faq. I figured they would not charge me since the card was expired and there was no option to cancel so I thought the system knew it was expired and thats why there was no option to cancel. Called SeaWorld on 7/20/24 because I received a new card from the bank and they informed me to update autopay with certain companies. That is when I noticed I was changed on 3/18/2024. The man from SeaWorld said you have to go to a certain website for ezpay well that would have been nice to know or maybe you should put it in the faq .I was charged 178 in March and barely found out I have this pass still. I have never used the pass since I was charged because I did not know I had it. Funny thing is now on their website right next to the pass under account opitions they have added a cancel membership since I have spoken to them. I can assure you was not there before.
Business response
07/31/2024
Account may be reviewed pending cancellation and refund. Please allow ***** business days to process.
Customer response
07/31/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

*************************
Initial Complaint
07/26/2024
Complaint Type:
Billing Issues
Status:
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.
I bought annual passes to SeaWorld San Diego in June 2022 and paid the price in full. SeaWorld has enrolled me in some recurring renewal without any notice and charged me $693 in June 2023!!! Yes, the price is even $200+ higher than what I paid in 2022. I never signed up for EZpay or any other form of auto renewal. I never authorized any auto renewal charge to Seaworld San Diego. It scammed me without my knowledge. And I never used the pass I paid in 2023. I even did not know that is exists. In June 2024, Seaworld charged me $693 again for an annual pass without any form of reminding! No email, no phone call at all. This time I noticed this charge from my credit card account, I logged into my Seaworld account immediately but I don't see any button or link to cancel or end the auto-renew. It is so frustrating .It must be an intentional act from SeaWorld wherein they want to charge money from customers without their knowledge. Such acts of stealing must be punished.
Business response
07/31/2024
Account may be reviewed pending cancellation and refund. Please allow ***** business days to process.
Customer response
08/01/2024
I will only accept the response when I see the $693 (2023 annual pass fee) refunded to my bank account and the dispute of 2024 membership fee is agreed by Seaworld San Diego. Please provide me confirmation of the refunds.
Initial Complaint
07/24/2024
Complaint Type:
Product Issues
Status:
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.
On July 21, 2024, I received an email from SeaWorld San Diego that with the purchase of a fun pass you would receive a single-day guest ticket for free. The email mentioned the deal was ending the night of July 21, 2024. The link took me to the purchase tickets page of their website. I expanded the terms and conditions of the fun pass with free single-day guest ticket. I was looking for an expiration date or use by date for the single-day ticket. There was none. I added the fun card to my cart and it automatically added the single-day ticket (again with no information regarding an expiration or use by date). I entered my credit card information and checked out. The next screen asks you to put the names of guests on your tickets. This is where they disclosed that the single-day ticket had an expiration date of July 21, 2024. I could not use the ticket within the same day and wished to cancel the order as it was still pending. I called SeaWorld and they refused to cancel the order as they said the fun pass was non-refundable. However, the expiration date of the single-day ticket (the only reason I purchased the fun pass) was not disclosed until after I made the purchase. They falsely advertised the single-day ticket without disclosing the expiration date prior to purchase. They committed fraud by failing to disclose the full terms and conditions of the single-day ticket prior to purchase. I simply wanted to cancel the order at the time as it was still in a pending status, but they refused. Now that the transaction has processed, I would like a refund. I would never have made the purchase had SeaWorld been honest about the terms and conditions of the single-day guest ticket prior to purchase.
Business response
07/31/2024
Account may be reviewed pending cancellation and refund. Please allow ***** business days to process.
Initial Complaint
07/11/2024
Complaint Type:
Product Issues
Status:
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.
I bought 4 platinum passes that I paid in full May 2023. They renewed for $979.96 (paid in full) May 2024 with a new expiration date of 5/6/2025. One of the benefits of the platinum pass is 6 friends for free tickets that are supposed to replenish on your anniversary (should have been early May). I called in to Seaworld today because my pass did not replenish my free guest tickets. The agent said I used 2 free guest tickets 4/20/24 which I agree with but tried to explain that it was before my anniversary date/renewal. He said too bad that counts. I tried to explain to him the website says under FAQs If I have an FPAR (Full Paid Auto Renew) Annual Pass, will I see new Free Guest Tickets on my anniversary date?Yes, as a FPAR Pass Member, you will see your guest tickets replenished on your anniversary date. These tickets will follow the current ticket usage calendar. Review your account for current rewards. Either add my two free passes to my account as advertised or send me two free tickets that I should have had on my anniversary date. Thanks
Business response
07/17/2024
Apologies for any disconnect regarding our Pass Member rewards. We will be submitting comp tickets for you. Please allow ***** business days to receive.
Customer response
07/18/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

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