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Business Profile

Tourist Attractions

SeaWorld San Diego

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Tourist Attractions.

Complaints

Customer Complaints Summary

  • 263 total complaints in the last 3 years.
  • 60 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/11/2024

    Type:Product Issues
    Status:
    Answered
    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 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

    Date: 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 Answer

    Date: 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,

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

     

  • Initial Complaint

    Date:07/01/2024

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I had signed up for one year Platinum Pass membership. Before the membership expired, Sea World auto renewed the membership without any notification to me. I cancelled the Platinum Pass as soon as I became aware of this and contacted Sea World. Their customer care said they would issue refund in 2-3 weeks. I have already contacted them two times and it has been about 1.5 months but still no refund.Deceiving business practices and poor customer support is not going to help grow business. I am a San Diego resident and feel ripped off by such shoddy business practices.

    Business Response

    Date: 07/09/2024

    Account may be reviewed pending refund.  Please allow ***** business days to process. 

    Customer Answer

    Date: 07/12/2024


    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

    Date:07/01/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Bought the Platinum Pass. We expected to get 6 free friend tickets so we can use it to get in. We were told that's not how it work and I can only have 2 free ticket at this time and the other 4 will be later. 3 We purchase another ticket for our 4th member to go in. In less than 1 day, THE ***** OF GUEST TICKET IS NOW $30 AND WE PAID $45. This is a price bait and very unfair for everything listed. They refused to refund the differences. The rides that we were looking forward to ride and one big reason we came was close and no one told us before we went in. We heard it open up AFTER we left too. This is very disappointing and we feel that we didn't get what we paid for. Others ride broke down too and no one bother to tell us customers who's been waiting forever that it's broken down and it'll take a while to fix.People were skipping lines too. Some small kid is fine but adults doing it too is dumb and no one stops them from doing so.We felt that we were misguided by the price and feature of the card. The price change of the guest pass too. The rides being close and the other ride being down is a huge blow of expectation of the park. People skipping line and no one caring is bad too. Is this the expectation of SeaWorld?

    Business Response

    Date: 07/09/2024

    Accounts may be reviewed and cancelled pending refund.  Please allow ***** business days to process.  

  • Initial Complaint

    Date:06/21/2024

    Type:Service or Repair Issues
    Status:
    Unresolved
    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 three SeaWorld annual passes in June of 2021. I saw that it was a recurring pass which in and of itself is a scam so called immediately to cancel the auto-renewal. The lines to the phone queue were LONG - at least 30 minutes to reach a live operator and there were many issues with the phone lines which auto-disconnected immediately after playing a voicemail. After many attempts, I got on a call with very poor connectivity and asked to cancel my passes. The operator said she was in the process of taking care of it when the line disconnected. I did not receive a call back; tried to call but queue was very long so did not have time to wait. I assumed it was taken care of but saw recurring charges of $342 for June 2022 and 2023. This is absolute robbery. I have not used these passes in two years.

    Business Response

    Date: 06/24/2024

    Account may be reviewed pending refund.  Please allow ***** business days to process.  

    Customer Answer

    Date: 06/25/2024


    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,

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

     

    Customer Answer

    Date: 09/30/2024

    Hello, I opened up a complaint back on 6/24/24 against Sea World for duplicitous business practices. It was closed, as Sea World said it would research the case and get back to me in 6 weeks. It is now 9/30/24 and I have yet to hear back. I reached back out to BBB to reopen my complaint on 9/12/24. I have not heard back and am curious why Sea World is not being held accountable? My original complaint number is ********. Thank you for your help.

    Customer Answer

    Date: 12/12/2024

    Hello, thank you for checking in. sea world has never contacted me. I’m disappointed in their lack of follow through. Their business practices are duplicitous and lack transparency. I hope BBB can help consumers including me, get our money back. 

    Thank you,
    Sharon 

  • Initial Complaint

    Date:06/12/2024

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I went to the park of May 25, 2024 and wanted to change from the silver pass to the platinum pass. I tried to do this outside the park but they said I had to go inside the park to guest services to do this. After working with them they cancelled my current pass (which I had to use to get in to see them) and issued a refund request that should have been refunded in 2-3 weeks and I purchased the new pass. They gave me a picture of the refund form as proof. Here we are 3 weeks later and no refund I called customer service and they are saying there is not refund request and I cant get a refund because I used the pass which repeatedly told them was only used to get in to the park to speak with guest services. They could read all the notes from in the park. They then changed their story and said they couldnt see anything from guest services in the park that I would have to go in and talk to them. Extremely frustrating that they tell you one thing and then do not hold up their end.

    Business Response

    Date: 06/12/2024

    Apologies for any disconnect.  We will confirm the refund.

    Customer Answer

    Date: 06/12/2024


    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

    Date:06/11/2024

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    6/9/24 received email that I had an exclusive offer to receive 30% off any annual pass (silver, gold or platinum) Because this was such a good offer we decided to go ahead and purchase 2 Platinum annual passes. After purchasing the passes, I noticed that they were not 30% off instead they were only 20% off.I contacted Sea World and I was told that it was correct, it was only 20%. When I asked why I had an exclusive off for 30% off they said it was wrong and it was only 20% and nothing could be done about it.I feel that this is false advertising and misleading. I do want to keep our passes but would like to be refunded the difference ($69) which is the extra 10%.

    Business Response

    Date: 06/12/2024

    Apologies for any disconnect regarding online promotions.  Account may reviewed pending refund.  Please allow ***** business days to process. 

    Customer Answer

    Date: 06/13/2024


    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

    Date:06/10/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I was offered a 30% discount if I purchased an annual pass by a certain date (June 9) when I purchased the pass, I noticed I only received a 10% discount. Upon calling SeaWorld I was subjected to dealing with a call center who could not understand the issue or resolve the problem (give me the correct discount that I was offered). After 25 minutes of that, I gave up in frustration and cancelled the pass. I have the original email showing that I was offered a 30% discount as well as a screenshot showing that once you went to the site you could only get a 10% discount. Bait and switch!

    Business Response

    Date: 06/12/2024

    Apologies for any disconnect regarding online promotions.  Refund processed, please allow ***** business days.  

  • Initial Complaint

    Date:05/30/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 am trying to plan a trip to *** Diego for my family and initially purchased 4 single day tickets. My husband made changes to the trip and I was going to switch the days I booked when I saw that there was membership options. I called customer service and was told that with the silver and gold pass 1 guest pass was immediately available and the others were spread out in single passes throughout the year. Knowing I have two children I purchased the pass with 2 available immediately and planned to purchase 1 ticket for my husband. I called back to inquire about that ticket and was given further info on the gold pass (idk why all this info isn't all listed on the site to compare and see exactly what I'll get and when) I asked if I could switch to two gold passes which I'd be paying more and had just purchased the other pass and was told I can't downgrade? I asked to speak with a manager and was told it'd be a ***** minute wait. Why do you make this SO complicated! You are keeping my money and I'm spending more so what does it matter at the end of the day?

  • Initial Complaint

    Date:05/21/2024

    Type:Product Issues
    Status:
    Answered
    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.
    Cancelled annual passes 7 months ago and am STILL being auto charged monthly. I have contacted sea world through email and phone and nothing has been solved. My online sea world account says I have no active passes but yet cant get them to stop charging me $38 per month!

    Business Response

    Date: 05/22/2024

    Account may be reviewed pending cancellation and refund.  Please allow ***** business days to process. 

    Customer Answer

    Date: 05/22/2024

    that doesnt explain why when I cancelled months ago I am still being charged. 

  • Initial Complaint

    Date:05/18/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 visited seaworld yesterday and it was a terrible experience! We purchased the ultimate bundle which included skip the line passes and unlimited dining! First of all 2 of the restaurants included in the promotion were closed . Secondly the food was absolutely awful and we had many issues with our wrist bands not scanning and it telling us were were coming back to soon, however it was way past the 90 min. I saw many many people eating their own food they brought throughout the park all day. It states on your website it wasnt allowed. If I would have known it was allowed I would or opted to do that as well. The rides were down on and off through the day. One of the kids rides were even stuck while people were on it. I had the slip the line passes . Most of the rides didnt even have an entrance for those passes and we had to fumble with our tickets on your phone to use it for the ones that did because we didnt get a wrist band for it ! I feel as thought I should be refunded for the dining plan and skip the line passes as we were not able to utilize these as promised. This park needs some major work. It is way outdated and really very dirty as well. It seemed very understaffed.

    Business Response

    Date: 05/22/2024

    Order may be reviewed pending refund.  Please allow ***** business days to process. 

    Customer Answer

    Date: 05/25/2024

    this doesnt confirm any sort of resolution and the time frame goes beyond my limit to respond here. What is the resolution ?

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