Complaints

This profile includes complaints for Sea World Parks & Entertainment's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sea World Parks & Entertainment

  7007 Sea World Dr Orlando, FL 32821-8097

• 

  Sea World Parks & Entertainment

  6000 Discovery Cove Way Orlando, FL 32821-6000

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:06/01/2022

  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.

  We bought Platinum Pass Holder tickets on Black Friday November 2021 for SeaWorld in Orlando. We live in Daytona Beach, FL 32117. We have been using our passes monthly since we got them. Never had a problem with anything. Visiting the Customer service station to ask questions about our benefits as well.Hello, We visited Sea World in Orlando May 19 and tried to use our 2 free passes for my sister and her husband and had the worst experience. First- we were told our membership we purchased for our LOCAL Orlando, Fl Sea World were given to us for San Diego, CA. They were refusing to let us use our 2 free passes for our family. It took 20 minutes of arguing with the ticket center services. We have our original email stating "Orlando Sea World" annual pass. What the heck are they talking about for CA? We live in Daytona Beach, FL about an hour from Orlando. She said they had no record of us ever using our passes. Funny, because we have checked in on FB every month Since we purchased those passes. We have photos as well. This is very upsetting. Why would we ever buy passes for CA when we live in FL. Now every single purchase we ever made doesn't count toward our benefits. This is the FIRST time EVER any one at the Orlando Sea world has ever said anything to us. We have the email of purchase for FL. I sent an email and never got a response. So, I called and spent over 2 hours on the phone with a rep then a supervisor. She kept stating there was nothing they could do because the passes were bought for San Diego. We even have he email confirmation that states Orlando all through it. NEVER mentions San Diego. She says she could cancel it for the 41.70 we were paying for 2 platinum pass holders for 2 for Orlando for now 88.00 a month. double the price. BAIT AND SWITCH on these passes. She could only offer me 2 food passes. Told me she would contact me the next day and NEVER DID. The old Bait and Switch on passes and very upsetting.

  Business Response

  Date: 06/15/2022

  Business Response /* (1000, 5, 2022/06/01) */ Guest will be contacted by our Guest Correspondence team to resolve this matter.

• Initial Complaint

  Date:05/30/2022

  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.

  I cancelled my annual pass online so it would not renew and the account renewed anyways. I want my money refunded. I never even used the initial pass I certainly didn't want another year. Please cancel.

  Business Response

  Date: 06/27/2022

  Business Response /* (1000, 5, 2022/05/31) */ On 05/30/2022, the Guest called to cancel her auto renew. The passes have been cancelled and a refund has been issued. Please allow 1-3 business cycles for the refund to process.

• Initial Complaint

  Date:05/24/2022

  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.

  Hi, I purchased the seaworld orlando florida plantinum pass for $297 in 2021. It says the last date of the pass is Mar. 21th. 2022. I visited the park on Mar.21th and thought I was using my old pass on the last day. But the system charged me $399.90 for renewing the pass. I didn't authorized the renew. I contacted the park and they said because I visited the park on the last date which is also the renew date for next year pass. They can't refund me. It's very misleading. It didn't make sense because their website showed that my last annual pass was expired on Mar.21th, 2022 which is the last date of my last pass. Also the renew is without my permission. The cost also increased dramatically from last year. Please help to get me fully refunded of $399.90.

  Business Response

  Date: 06/06/2022

  Business Response /* (1000, 5, 2022/05/25) */ Due to the nature of the reply, we replied to the guest directly as to keep the integrity of the EZpay account.

• Initial Complaint

  Date:05/23/2022

  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.

  Took my kids on a vacation to tampa dor busch gardens and adventure island ad a vacation packages for 14 day entry for both parks and free parking for busch gardens. I am very disappointed the only enjoyable part of my bundle was the hotel we had for 4 nights for our 12 day trip. Out of those 12 days we went to busch gardens the first day and Wednesday and Friday and adventure island that Tuesday and would nit return to either after. Adventure island had only 2 slides open only 3 snack places over and employees complaining everywhere. Busch gardens had 3 big rides closed the first day 4 the next and 2 the last day. Groups of 8 were cutting lines after we were waiting 30 minutes and management didn't care after rider operation tried to intervene. Stood in line 10 minutes to get our food bands scanned and when we approached cashier she said hold up... walked away for 10 minutes came back with a manager just tol help a man with a refund line that took another 5 minutes and didn't even apologize or anything. Over 3 days we were finally able to see most animals the first 2 days most werent out. On the last straw and day we went the refused to take my free parking saying it was only good for 1 day even after I showed them my ticket and my bundle terms and made me pay for parking and then got there to have an employee accuse my some of stealing the necklace we purchased the first day we were there had to spend 5 minutes showing bank state and finding receipts. It was an awful experience since the are lacking employees and non of this was stated on site when I booked. I'm very dispute for what I spent I could have stayed in my home state of Virginia and got fun card to both busch gardens and water country all season and stayed there and saved 800 and more after flight. I wish I would have now I think my kids would have had a better experience

  Business Response

  Date: 07/07/2022

  Business Response /* (1000, 5, 2022/06/05) */ Our Busch Gardens Guest Correspondence team has reached out to this guest directly to assist with their concerns.

• Initial Complaint

  Date:05/22/2022

  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.

  To whom it may concern, We are writing to seek assistance to cancel Seaworld's EZpay and refund our $385.(My pass barcode is********************). Today we are automatically charged a renewal for three passes for an entire year that we did not want, we have not used, and don't plan on using. We purchased 3 passes one year ago and paid in full. However, seaworld signed us up to EZpay which is to allow tourists pay month by month. Therefore seaworld automatically Opted-in us to charged for an entire year. We are charged today nearly $400 for 3 silver passes. We called today and spoke to the customer representative and he reflsed to refund us, with the fact that the charging is still pending, we did not use the passes today, and not planning on using the seaworld passes in the next year. We did not sign up for EZpay, seaworld designed its website in a confusing way so seawold can automatically charge a year's pass. Seaworld refuse to refund on the pass on the very first day of the autorenewal. I hope your agency please into into this dishonest business pattern and help out the consumer and prevent more consumers from getting scammed by this dishonest business trick. Thank you in advance.

  Business Response

  Date: 07/01/2022

  Business Response /* (1000, 8, 2022/06/07) */ Greeting's from SeaWorld San Antonio, We apologize for the inconvenience and not being aware of the auto renew policy. We do see in your account that there was a refund request through the call center. We will have to send a follow up on that. To get updates or if you have any further questions please email us at [email protected] Best Regards, Guest Services SeaWorld San Antonio

• Initial Complaint

  Date:05/19/2022

  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.

  In May 9, 2021 I purchased a year pass for my mom. A year later May9, 2022 I got $205 charged for something I didn't use and I'm not planning to use. I called a week after to get my money back for services I'm not going to use and they are denying. I'm calling only one week after the charges

  Business Response

  Date: 06/17/2022

  Business Response /* (1000, 5, 2022/05/20) */ The Guest called on 05/19/2022, to cancel her auto renew. Guest was informed by Call Center Supervisor that we will not be granting a refund to due to the terms and conditions that Guest agreed to upon purchase of passes.

• Initial Complaint

  Date:05/17/2022

  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 May 11th 2022, I called Seaworld to have my account updated to include Sesame Place San Diego. The Lady that was helping me said that I would have to start a new account which would cost 58$ upfront, and 48 $ every month after that for the EZ Pay Gold Pass at Seaworld, and Sesame place San Diego. On 5/15.2022 I took my Family to Sesame place San Diego, Only to be greeted, and told that I do not have a Sesame place pass. In order to push embarrassment aside for both myself and my family, I decided to Pay for the additional Gold pass membership at Sesame place San Diego. This only after talking to customer support over the phone for 1 hour on the morning of the 15th, only to be disconnected on twice. Also after talking to the tickit booth as well. I spoke to Member services at the Park this past Sunday, they told me I would have to Call Seaworld to get this figured out, and to get the propper refunds. The first refund would be for 39.00 That the lady on the phone on the 11th said I would recieve for my previous months membership, since I had just paid the bill, and was looking at an upgrade of 58$. I was charged the 3 memberships totaling 270$ that should have been included on my Seaworld passes already, and 58$ for the first month to the new membership. After a day of reflection, I called back to Seaworld on 05/17/22 at 11.01 am customer service where I would wait an hour again to talk to a supervisor. The supervisor confirmed from listening to my phone call on the 11th, that I should have sesame place as well, according to the lady that was helping me at the time. Knowing this the supervisor named Shadai S. still would not refund me the 270$ that I spent, instead of she is insisting I take a refund of 58$ instead. I do not think so, I have been to both parks to talk to them about this problem, and both tell me to Call Seaworld customer service, then Seaworld customer service tells me to go to the park,

  Business Response

  Date: 07/01/2022

  Business Response /* (1000, 5, 2022/05/25) */ Hello Damian, We apologize for the inconveniences you experienced at the parks and with our Customer Service line. One of the members of our local Guest Correspondence team will be reaching out to you shortly to help with a resolution. We will take a look at the pass accounts that you have and ensure that you get the correct pass tier that you wish, and, if necessary, will rectify any previous purchases made in error. We want you to have the product you want and enjoy the experiences both of our parks have to offer. Kind regards, Sean Operations Manager, Sesame Place Consumer Response /* (3000, 7, 2022/06/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) It has been over a week and still no call or email from them. Business Response /* (4000, 11, 2022/06/16) */ Hello Damian, Apologies for not getting in touch with you sooner. I am aware that a member of our team has been able to contact you via phone to offer you a refund. Please let us know if you need anything else and we are happy to assist. Kind regards, Sean Operations Manager, Sesame Place Consumer Response /* (2000, 13, 2022/06/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:05/16/2022

  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.

  Sea World Orlando charged my credit card 3/11/22 for $369.91 and then again on 5/11/22 for $60.00. Total charges were $429.91. I have not been to Orlando in 15 years and have not purchased tickets to Sea World. I cannot seem to find a Customer Service number for Sea World, so I am issuing my complaint here. I want my charges reversed, or a Credit issued to my card ending in 8321 as soon as possible. My card only has a $750.00 limit, so I am severely impacted by this charge. In fact, I had to pay the first charge to remain current. Your help would be appreciated.

  Business Response

  Date: 06/07/2022

  Business Response /* (1000, 5, 2022/05/17) */ Based on the information provided the Guest, purchased on 03/11/2022 the following: Guest purchased 4 Gold Passes to SeaWorld San Diego at the EZ Pay rate of $15.00. These passes are on a rolling 12-month commitment plan $60.00 monthly. These passes will continue to renew unless cancelled after the 12-month commitment. Guest also purchased 4 SeaWorld San Diego Quick Queue Unlimited. Lastly, the Guest purchased 4 SeaWorld San Diego Reserved Seating. For a total of $369.91. The $60 that the Guest is mentioning is the monthly charges for the 4 passes that he purchased. Consumer Response /* (3000, 7, 2022/05/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never purchased anything. I am in California and have not ben to Sea World in about 12 years. I did not purchase passes and for them to say I did is in error. What information do they have that makes them feel like this fraudulant purchase has anything to do with me? I am a Senior and my wife and I would have no need for four (4) passes in the first place, nor would we go to Sea World in Orlando, or even San Diego on any type of regular basis that would necessitate yearly passes. We are on fixed income and demand this fraudulent purchase be cancelled and all monies refunded. If there is information that shows I am the purchaser, beyond the charge, please provide. What names are on the passes. I would appreciate a more thorough response. Your explanation of what "I" purchased is incorrect as "I" purchased nothing. Thank you. Business Response /* (4000, 9, 2022/05/19) */ The passes that were purchased are SeaWorld San Diego passes not SeaWorld Orlando Passes. Billing information on the order matches the information that you have provided above. If you have any further information, I would reach out to *****************@Seaworld.com. Consumer Response /* (4200, 11, 2022/05/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) They made no attempt to satisfy this fraud charge and I have to go through my Credit Card Company now. I guess Sea World needs this money worse than I do as a retired Senior. I will post on all the appropriate sites about Sea World taking money for passes we did not purchase. Thank you, BBB, for your attempt at making this right. Please affect the Sea World grade as appropriate since they only offered excuses and refused to refund this fraudulant charge, Have a nice day.

• Initial Complaint

  Date:05/15/2022

  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.

  We are planning to visit San Diego at the end of May. I went onto the website most of the afternoon today to do the veterans tickets for the free admission. Every time I login and submit my verify ID for military veteran status, it takes me to the ticket page. Then I put in for 4 tickets and it says that exceeds so I change it to three and then it gives me an error it has been doing this all afternoon. I wrote SeaWorld on Facebook messenger and their only response was to use another Internet browser. I have used Google Chrome, incognito and safari as directed, all do not work. It will let me add the tickets at the bottom for 50% off but it will not do anything with the top section. (Which proves the verify ID is working) I know that the special ends today, so I called the call center number where I was on hold for 1hour and 40 minutes, at 4 PM, just to be told by Facebook messenger that they are closed, even though I was on hold well before they closed. I am just trying to get assistance so we can take our family to the park. The website is down and we are just directed elsewhere for information we do not even need. I am just asking to be contacted, so we can hopefully get this handled, due to the website error not being our fault. Thank you.

  Business Response

  Date: 06/07/2022

  Business Response /* (1000, 5, 2022/05/17) */ We do apologize for the inconvenience that you have encountered. We do highly recommend using Edge or Google Chrome as you have noted. If you continue to encounter issues, we would be more than happy to assist you at the park level, when you visit the park please visit tickets and they will be able to assist you with this matter. Consumer Response /* (3000, 7, 2022/05/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I visit the park are they going to honor the promotion with this email? Business Response /* (4000, 9, 2022/05/19) */ That is correct, please reference the BBB complaint and we will be more than happy to assist. Consumer Response /* (2000, 11, 2022/05/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for promptly replying and honoring the special.