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:12/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Dec 16. Purchased tickets to Luminova Holiday, which advertises "Let's Glow Big" it was 110 for 2 adults and a child. There was No Big Glow, I have more nights up in my backyard. There were a couple of light-up reindeer and a moose, nothing spectacular, and a few lights on the fence. It costs more money, and you have to pay for parking than any of the other holiday light events in town. It took 5 mins to walk through all the lights, and it took 5 mins, because we did it 3 times, thinking we were missing something. 110 dollars is not acceptable, I thought we were going to have family time, something to remember. There wasn't even any holiday music playing. I had to go through security b/c I was wearing a jacket, took longer than the Luminova Holiday adventure. The security woman just kept banging her nails, and then hand on the plastic table over and over very loud. I said "You are not very nice, I don't know what loud banging on a table means". She then said "Empty your pockets". I said they were empty, and she started banging again. I said "Your behaviour is not acceptable", she then said set your phone on the table. Should have turned around then. As you can imagine a child is extremely disappointed, sitting in a car for 45 mins just to see 5 mins of boring white lights. We at least attempted to get a hot chocolate we stood there... and stood there, while the staff person was putting the chairs up on the tables... not sure why, it wasn't close to closing time. The person, then said it would be another 5 mins, and continued putting chairs on the table, to which he dropped two chairs, once again very loud. We left and went to ********* to get hot chocolate. 110 for that was not acceptable. I reached out to Elitch Gardens for a refund, they preferred I reach out via BBB.

• Initial Complaint

  Date:07/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Hello, , I took my family to Elitches in ******, ** yesterday (July 7, 2024). We hadn't been to the park for over 8 years and were so excited to experience the attractions. We waited in line to ride the **** FLYER and finally got to the front of the line to experience the ride. It was myself, my daughter, son and grandson. My grandson and I strapped ourselves into a swing waiting for the ride to start when we were suddenly hit with a huge umbrella pole. This umbrella had a thick wood pole and big umbrella. It then become tangled in our swing. Luckily it missed hitting my grandson. I had to hold the umbrella up with one arm to keep it from falling on top of us. After sometime the operator came over and worked on getting the umbrella untangled. We were in shock. This could have been a horrible scene. The others rider gasped as this happened and even commented about wanting to get off the ride and were making sure we were ok. After the operator removed the umbrella the ride was closed and we were all told to exit the ride. The rider never asked if we were ok. Horrible experience. Ruined our entire day. This was a very traumatic experience for my family. Your staff was not sympathetic or concerned about us. I hope you can train your workers to be helpful when incidents like this occur. They only seem to worry about themselves and not getting in trouble with their boss. Very disappointed with our experience.

• Initial Complaint

  Date:08/10/2023

  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.

  Our family of 5 purchased tickets online on 8/10/23. We arrived at the park that same day at 10:30. Upon arrival at the park more than 50% of the rides were closed. We were told the rides were not operating because of staffing issues. We didnt purchase full price tickets for 1/2 access to the park. I spoke with two employees at the park who were unable to assist with a refund. I have called the customer service number and left numerous messages without a return phone call. I have also sent emails without any response. I am asking for a full refund due to deceptive practices.

  Business Response

  Date: 08/11/2023

  *********** - our team has received your email and will be responding to your concerns today. 

  Customer Answer

  Date: 08/11/2023

   
  Better Business Bureau:
  
  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:07/06/2023

  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.

  Since the first day you opened, that turkey leg stand is a joke. And you need to learn how to be more organized and not have people wait for hours to get a turkey leg. The line is outrageous and then to be told when you get up to the front that theres no turkey legs available is ridiculous. I was also told one time that they would be ready in one hour and coming back an hour later I was told they wouldnt be ready until 40 minutes later. They dont need a line, thinking we wont come back. teach your employees to be more outspoken and let the end of the line know that the food is not available. Another complaint I have is about the parking lot on independence day June 3, 2023 was a scary situation. I was stuck in there for an hour and 30 minutes there was nobody directing traffic out of their flights were breaking out and to see security directing traffic over here on the sidewalk instead of being inside the parking lot area directing traffic in there. It was another ridiculous situation that needs to be worked on for the near future in the future. I will avoid parking in the parking lot when you have events I would rather take the light rail to avoid situations like that. We pay a lot of money every year to avoid situations like this would be satisfying thank you for listening. I plan to see changes in the future.

  Business Response

  Date: 07/07/2023

  Hi ******** - thank you for reaching out to us regarding your recent visit to Elitch Gardens. We are sorry to hear that your experience was less than satisfactory. Your comments have been passed along to our management team for further review. Please do not hesitate to contact us at ******************************* so we can discuss how to make this right for you.

• Initial Complaint

  Date:04/05/2023

  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.

  I purchased a season pass that did not get used in 2022. In September I went to guest services in the park to request that money be put towards my renewal. I was told to check with the outside guest services and then was told they could not help but to contact the **** email address to address this. I sent several emails and left several voicemails until the park was closed in October. My renewed passes were having issues because of the card on file was compromised. I attempted to fix this issue but the system wouldnt allow it and then canceled those passes taking that money as well. I decided to wait till the park was reopening because I thought I was not getting responses due to the end of the season. I then reached out again. No returned calls were coming back. I had to reach out to the corporate office, premier parks. I sent an email and that has not been responded to either. I finally received a call today from ****** and they were rude, hung up, and called me a liar for attempting to reach out. All I want is my Renewed passes to be corrected and the season pass I did not use to be applied to that. I also want the information looked into further as the employee is lying stating she did respond to my email and provided a false email as proof. I know that it can be reviewed to show I am telling the truth. Supporting emails can be applied.

  Business Response

  Date: 04/10/2023

  We have reached out to the customer directly with options for resolving.

• Initial Complaint

  Date:10/23/2022

  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.

  Purchased 2 tickets for over $100 waiting in line for about 4 and a half hours just to get frustrated and not ride anything. Lines are outrageous and we were not made aware of the rapid ride access until already inside the park. Half the rides were under maintenance and the staff were moving at half speed at best. Truly not an experience worth paying this kind of money for. Get it right or lower your pricing. Nobody wants to pay 100$ to stand around in lines and wait. A full refund is truly something to consider based on all the complaints im seeing of a similar basis.

  Business Response

  Date: 11/16/2022

  Hello *******,

  We have addressed your concern directly via ******************************** Please do not hesitate to reach back out there for further assistance.

• Initial Complaint

  Date:08/19/2022

  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.

  Elitch advertises their cabanas without making it explicitly clear that Rapid Ride passes are included in the price of the cabana. Consequently, we purchased 3 $50 Rapid Ride passes for our family. When we arrived for **********, the woman working the cabanas told us that the Rapid Ride passes were included in the cost of the $300 daily rental cabana. She then cut our wristbands off and gave us new ones. Also much to our chagrin, the cabana we rented was absolutely FILTHY as in I wouldnt even let my dog hang out in this space which their online pictures were misleading. When we told the server she rolled her eyes and said well it rained yesterday. Then, we went to ride the rides using our Rapid Ride passes and not a SINGLE Rapid Ride line was staffed. I mean not ONE. So they are charging for a service that they dont even provide. Additionally, over half of the rides were completely CLOSED for the day. When I contacted the business for a refund of the Rapid Ride passes that we purchased unnecessarily as they came WITH the cabana, I was told that I had to provide proof of purchase of both the cabana and the rapid ride passes, which I did. I also let them know about the condition of the cabana we rented in hopes they would refund that as well. I have not heard anything since and would like my money back since they are advertising and having people pay HUGE money for a service that they dont even provide. Additionally, it seems wrong that we paid so much for tickets when a good deal of the rides were actually CLOSED. Finally, their cabanas are a risk to public safety they are so dirty. There was old food strewn everywhere, the cushions were stained with white matter, the table was so incredibly dirty and the server we had was so rude and then demanded a cash tip.

  Business Response

  Date: 08/30/2022

  Hello - thank you for reaching out to us regarding your recent visit to Elitch Gardens. We have handled this via ******************************** For further assistance, please reach out to us there. Thanks!

• Initial Complaint

  Date:08/02/2022

  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.

  No air is turned on in any buildings, poor service at every single both you go to. Half the rides are closed because of no staff. All staff has bad attitude and dont want to work. The price of admission needs to be refunded for two people. This is ridiculous you pay full price to get half the experience. Close the place down if you cant run it right.

  Business Response

  Date: 08/26/2022

  Hi ***** - thank you for your comments regarding your recent visit to Elitch Gardens. We have reached out to you directly from ******************************* to handle. 

• Initial Complaint

  Date:07/25/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Purchased a season pass on May 2nd, due to a HUGE banner was outside stating buy your pass get 3 get a friend free passes any day. Souvenir cups even included it on a brochure when we had gone to the in person site and was advised we would get 3 bring a friend passes per season pass. The reason I purchased the season pass was SPECIFICALLY for the additional bring a friend passes. I even confirmed these terms while up front prior to purchasing. When I entered May 2nd, After purchasing my pass half of the rides were out of commission and one stopped working (the yellow one) while I was on it!Talk about a major liability issue and already not meeting terms of service. I then go to take my daughter and son (I get my daughter 50/50 the main reason behind my motivation to get the take a friend since she is not in state for the duration of the pass) hoping more rides have opened and giving the park another chance to be refused at the gate and both my children crying while being demeaned by a teenager. We get to the gate and are suddenly informed we have no get a friend passes? A teenage "manager" comes over and states that we did not purchase in time to get them. Then they research and say its only September (my daughter leaves before then I would have NEVER purchased if this was the case) I inform them of the banners, what we were verbally told, and the brochures all said bring a friend *3 per pass ANY day that it would be considered false advertisement, not meeting the terms of sale to which we were described, the manager said "not my problem, its marketing I'll tell marketing" The manager was a teenager (17, the park will not allow unattended teenagers to attend yet have them running their park) His tone was condescending and refused to acknowledge FCC protection for merchant description of sale/legalities involving false advertisement or allow me the service I pay for and seemed to enjoy the power trip. Misrepresented sale terms/false advertisement/Merchant description

• Initial Complaint

  Date:06/17/2022

  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 have a son and his wife that live here Im Aurora. A friend, her two kids and I came here to visit from ********. We spent over $300 to visit this park only to be highly disappointed. The majority of the rides in water park were closed. The 7 year old little girl was told she was too big for the kiddie area and she was no bigger than the other children. We also discovered in the amusement area that the majority of those rides were not operating as well. So the adults as well did not enjoy themselves. We were not told that most of the park wasnt operating do we feel we paid for services that were not available. The tickets are considered non-refundable but in this situation we feel we should get our money refunded. On the 16th of June this was the worst park we had ever visited.

  Business Response

  Date: 07/11/2022

  Hi *******,

   

  Thank you for reaching out. We have responded and handled your refund request via email (from ********************************* Please do not hesitate to email us back for further assistance.

   

  Thanks,

  Katelyn