ComplaintsforWater World

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good morning I was double charged ****** for tickets to Water all that I did not even use. I would really like reimbursement back. I will also leave a review. Please let me know what other information you may need. Thank you.

  Business response

  07/16/2024

  We called ***** at the number provided and left a voicemail. Followed up with an email to the email address provided, that is attached to this ticket. 

• Initial Complaint

  07/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Was sent an email saying the park will be closed and/or partially operational during the day of my cabana rental, which was made more than a month ago. We are unable to reschedule for an earlier day and need a refund on the cabana rental.Merchant is completely ignoring my attempts to contact them.

  Business response

  07/29/2023

  Guest was called 7/26/2023, call went unanswered. 

  ******* called our ************* line 7/28/2023 and a refund was placed over the phone for their reservation. 

• Initial Complaint

  04/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I tried to purchase 3 season passes using flex pay. After entering my credit card information I got an error screen but $248 was still taken from my account for ******************** online. I didnt receieve a confirmation email either. I called and am employee told me the charge was still pending and would fall off of my account in a few days. 3 days later the payment posted and I was not given my money back. It showed as an official charge my account. I have been calling and emailing water world for days and have not received any calls or emails back.

  Business response

  05/09/2023

  Our internal team pull reports of calls and have corrected any misses on our end. ***** has been contacted and taken care of- via *************************** our ************* Manager. ***** contacted guest via email. 

  Customer response

  05/10/2023

   
  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

  10/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought two tickets from this company for the day of 8/16/22, totaling $82.02. That day was canceled due to bad weather, and I never received a refund. *** sent multiple emails to this company with no reply, as well as called them numerous times, but no one answered the phone. My confirmation number is *************

  Business response

  10/10/2022

  Morning,

  Thank you for reaching out- we have attempted to reach you via email/phone to process this refund for you. We have resent an email to your address on file to coordinate a time to process the refund for you over the phone. 

  Kindly respond to that email and we will get you taken care of at a time convenient to you. 

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/29/22 I had purchased both adult tickets and tube valet for 08/08/22. Due to weather forecast we planed on visiting on 8/9/22 instead and were told through the website that change of days were fine. Before leaving ****** co we contacted the park at 8am the day of and asked if we were able to visit 8/8 instead and were told that was fine to just visit guest services. After driving 2 hours and speaking to someone they told us we were unable to enter the park. When we told them about the phone call and whole experienced all the young kids proceeded to laugh about the situation. We asked constantly for a corporate number and name from the employees and they refused to provide us with any information. After being frustrated with them we had asked for a refund since we are unable to visit any other day due to school and work schedules and they said we couldnt receive a refund because I did not purchase tickets after not only having the exact credit card used but also bank statements from 7/29. Very unprofessional customer service and disappointed in my experience. My ticket confirmation number is *************. Why advertise that tickets can be changed any other day and told on the phone it was fine but after the long drive told something else. I have never received such horrible customer service anywhere. I have contacted customer service multiple times and left messages with no luck to speak to anyone. I have also sent emails and completed a survey dedicated to my visit although I did not visit and none of all have been answered.

  Business response

  08/17/2022

  Hi there,

  Thank you for reaching out. 

  On the day in question, we did have a sell out day- but our team could've handled this better. 

  Happy to have a Supervisor give you a call today to process that refund for you. 

  Can you possibly provide me with a good number/email me directly at ******************************************. 

   

  Talk soon, 

• Initial Complaint

  07/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Friday, July 15th I went to the Water World website to purchase tickets for my family for Saturday, July 16th. I went to checkout using my *********** Credit Card ending in "****" in the amount of $271.02. After I submitted, the screen returned with an error.. I was not emailed the tickets/receipt and therefore I proceeded to go back into the website and purchase with my ******** card ending in "****". The transaction was successful and I was emailed the tickets/receipt. I tried again to purchase a ticket for my daughter and her husband with the *********** Card ending in "****" in the amount of $94.50. That transaction was a success and I was emailed the tickets/receipt. On Sunday, July 17th I went to review my transactions an the $271.02 was posted to my account. I never received these tickets as again, the screen errored upon completion and so I proceeded with a different card. I have tried calling Water World as instructed on my *********** site after trying to dispute, but no one calls me back. I would like a refund for the full amount $271.02 to my *********** card ending in "****" as the transaction did not go through on the website, nor was emailed a receipt or tickets as I was in the other two attempts. I am attaching the transaction on my *********** Statement which you can see the second charge $94.50 as well as the tickets for the second transaction as well as the purchase on my KeyBank and tickets/receipt for those tickets. The are a few smaller transactions/tickets for Water World using my KeyBank card as I ordered the tickets upon request of my family and attached those successful ticket/receipt as well.

  Business response

  08/03/2022

  Hi ********, 

  Sorry to hear about the hiccup from processing that order online. 

  We encourage any guest to stop by ***** Services on the day they visit so we can assist in person and resolve any issue day of.

  If you can provide us with a good phone number- I can have a Supervisor give you a call to process that refund for you. 

   

  ***** Whitlock 

  Customer response

  08/04/2022

   
  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,
  
  ***************************

  ************ - leave a message during work hours with a good contact number or feel free to text when available to speak.

  ************ - leave a message during work hours with a good contact number

   

  Customer response

  08/16/2022

  To whom it may concern:

   

  This morning I checked my account after speaking to someone Thursday, 8/11.  The amount refunded to my *********** card was not the amount I disputed nor was told I was getting refunded in the response to the Better Business Bureau.  I am not sure where this amount came from.   My disputed amount was $271.02.

  Business response

  08/25/2022

  Hi ********, 

   My team has refunded the amount we verified through our accounting team. 

  If you feel this was in error- feel free to email me @ ****************************************** 

   

  Talk soon, 

  Customer response

  09/02/2022

   
  Complaint: 17582131
  
  I am rejecting this response because:

  
  Emailed via ************************ 9/31).  **I'm trying to call ****** back this morning, 9/2 at 12:31p.

  Good afternoon CWhitlock.  Sorry to be a pain in the rear about this. So, the amount I disputed was not a little amount. As you can see in the attached receipts and credit one statement. What I was refunded is what was the other transaction on my *********** card that was successful.  That is why I highlighted on the statement above that one ($94.50) was ok, it is the $271.02 I am disputing as I never received a receipt nor tickets as I did above for my other transactions.
  
  I have no reason to lie as you can clearly see I spent over $318 in tickets that day (more with food) NOT including the $271.02 I am disputing.  I admit, I was refunded the $94.50 which was in error because it was also charged (successfully) to my card.  I am requesting the remaining balance after the refund I received of $91.50 on 8/13.
  
  Again,sorry to be a pain in the rear, but I am a single mother of 7 and that is not a small amount I can afford nor ignore.
  
  Thank you for all your efforts.  Below is a screenshot of the original dispute as well as a *********** screenshot just now in addition to the original submitted with my dispute.
  
  Sincerely,
  
  ***************************

  Business response

  09/12/2022

  This has been resolved, we coordinated a call with the guests and got necessary refund posted. 

*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. ↩