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Initial Complaint
01/15/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 1/2/2025 I attended Universal Orlando resort at Islands of Adventure. I obtained a attraction assistance pass to have better access to the rides as a disabled Veteran. But when trying to access the rides I encountered rude and unprofessional employees not willing to accomodate me or help in any way. At ******* I encountered ***** a **** and bad tempered employee that refused to let me in the attraction 5 minutes before I was scheduled to go inside. I think the time was at 1pm and I arrived @ 12:55pm. He told me to come back and just signed my card but did not even look at me. Another rude employee was JOJO at the ******* attraction he also refused to let us inside even though there was no line at the entrance. We arrived 15 minutes prior. I think reasonable accommodations could have been made taking into account that you are dealing with a disabled person and toddlers in hand. But instead these employees decided to be rude and not helpful at all. With the assistance pass you could only sign up for 1 ride at a time and if you were scheduled for a wait of 3 hours then you just had to wait. A unreasonable wait time and system. You either had to be there at the exact time or they will turn you away. Because of this rudeness I will not be attending Universal Orlando in the future. I paid almost $1000 dollars for attractions, food, souvenirs, etc. Not worth the trouble. I will not go there again. I feel my money was not worth it and a refund should be issued.
Business response
01/22/2025
Hello,

This email is in response to Complaint ID: ********. As of 01/22/2025, we have personally connected with the Guest and ensured this matter is resolved and closed. The Guest is aware that they are welcome to reconnect with us in the future should they have any questions or need further assistance.

Thank you,
Guest Services
Universal Orlando Resort

1000 Universal Studios Plaza
Orlando, FL 32819

O407.224.4233
**************************

PRIVILEGED AND CONFIDENTIAL | UNIVERSAL ORLANDO CONFIDENTIAL PROPRIETARY INFORMATION AND/OR TRADE SECRET
Customer response
01/22/2025

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
01/03/2025
Complaint Type:
Sales and Advertising 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 am writing to express my concern and disappointment regarding an alarming incident involving one of your public lifts. On Dec 24, 2024, I with my son and few other people became trapped in a lift for approximately ***** minutes.Upon inspection of the lifts certification plate, I noticed that the certification had expired, which is both a safety hazard and a violation of standard operational practices. The emergency button was not even working. Luckily we had friends outside, so we called them they contacted reached out to service desk for help.Being stuck in a confined space for an extended period caused significant distress, and the lack of timely help exacerbated the situation. It is imperative that lifts in public spaces are regularly inspected, maintained, and certified to ensure passenger safety and prevent incidents like *********** is non-negotiable, and I trust that you will take this matter seriously. I look forward to your prompt response.I've attached the picture of expired certification from the lift for your reference.
Business response
01/17/2025
Hello,

This email is in response to Complaint ID: ********. As of 01/17/2025, we are working with the Guest.

Thank you,
Guest Services
Universal Orlando Resort

1000 Universal Studios Plaza
Orlando, FL 32819

O ************
******************************

PRIVILEGED AND CONFIDENTIAL | UNIVERSAL ORLANDO CONFIDENTIAL PROPRIETARY INFORMATION AND/OR TRADE SECRET
Initial Complaint
12/31/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Dear BBB,I am filing this complaint against Universal Studios Orlando regarding the lack of services provided during our visit on December 28th. My partner and I purchased two 2 Parks 1 Day tickets through ******* for approximately $500, expecting to receive the full theme park experience advertised by Universal Studios. Unfortunately, we did not receive the services promised due to extreme overcrowding, which made it impossible to enjoy the park.The park was so overcrowded that wait times for rides reached up to 3 hours. By the end of the day, we were only able to get on a few of rides. This was not the high-quality experience we paid for and expected. The overcrowding also created a stressful environment for guests, with some visibly frustrated to the point of punching walls and arguing with others in line.We planned and paid for an experience that Universal Studios Orlando did not deliver. It is unacceptable to charge guests $500 for tickets when the basic servicesreasonable access to rides and attractionscannot be provided due to overcrowding.This trip was a significant expense for us, and we feel deeply dissatisfied with the lack of value we received. I am requesting a full refund for the tickets purchased, as the services advertised and promised were not delivered.Please let me know how this matter can be resolved. I am happy to provide additional details or documentation if needed and look forward to your prompt response.Regards,******** ********
Business response
01/09/2025
Hello,

This email is in response to Complaint ID: ********. As of 01/08/2025, we have personally connected with the Guest and ensured this matter is resolved and closed. The Guest is aware that they are welcome to reconnect with us in the future should they have any questions or need further assistance.

Thank you,
Guest Services
Universal Orlando Resort

1000 Universal Studios Plaza
Orlando, FL 32819

O ************
******************************

PRIVILEGED AND CONFIDENTIAL | UNIVERSAL ORLANDO CONFIDENTIAL PROPRIETARY INFORMATION AND/OR TRADE SECRET
Customer response
01/09/2025

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
12/03/2024
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 had a very bad experience with a security officer who disrespected me and my entire family. He was very unprofessional and made us miss our water taxi at the ******************* because he didn't like my son's hat. According to him, the hat was offensive and not allowed at Universal properties. My son had been wearing the same hat for nearly three days, so I found it suspicious. When I asked the security officer to provide the property's policy, he replied that he didn't have to show me anything and started laughing. When I asked him his name, he initially refused to tell me his name and then he told me his name is ********* but refused to provide a last name. He is a black slim male with a ***** and was wearing glasses. I need the BBB to look into this guy since he was also checking out my wife and females while searching them. Totally unprofessional.
Business response
12/05/2024
Hello,

This email is in response to Complaint ID: ********. As of 12/05/2024, we have personally connected with the Guest and ensured this matter is resolved and closed. The Guest is aware that they are welcome to reconnect with us in the future should they have any questions or need further assistance.

Thank you,
Guest Services
Universal Orlando Resort

1000 Universal Studios Plaza
Orlando, FL 32819

O ************
******************************

PRIVILEGED AND CONFIDENTIAL | UNIVERSAL ORLANDO CONFIDENTIAL PROPRIETARY INFORMATION AND/OR TRADE SECRET
Initial Complaint
11/28/2024
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.
You NEVER GAVE ME MY 2 FREE PASSES FOR BOTH PARKS BECAUSE WE HAD TROUBLE WITH THE VECLCOASTER IT BROKE ON ME 2 TIMES AND THE LINE WERE VERY VERY VERY LONG. WE FILED A LOST AND FOUND REPORT ABOUT A LOST SHOE AND YOU NEVER SENT THE SHOE IN THE MAIL. YOU NEVER REPLIED TO ME ABOUT THIS NOW?
Business response
11/30/2024
Hello,

This email is in response to Complaint ID: ********. As of 11/30/2024, we have personally connected with the Guest and ensured this matter is resolved and closed. The Guest is aware that they are welcome to reconnect with us in the future should they have any questions or need further assistance.

Thank you,
Guest Services
Universal Orlando Resort

1000 Universal Studios Plaza
Orlando, FL 32819

O ************
******************************

PRIVILEGED AND CONFIDENTIAL | UNIVERSAL ORLANDO CONFIDENTIAL PROPRIETARY INFORMATION AND/OR TRADE SECRET
Business response
12/02/2024
Date Sent: 11/30/2024 3:22:45 PM
Hello,

This email is in response to Complaint ID: ********. As of 11/30/2024, we have personally connected with the Guest and ensured this matter is resolved and closed. The Guest is aware that they are welcome to reconnect with us in the future should they have any questions or need further assistance.

Thank you,
Guest Services
Universal Orlando Resort

1000 Universal Studios Plaza
Orlando, FL 32819

O ************
******************************
Customer response
12/02/2024
THEY STILL NEVER GAVE US THE SHOE NOW. THEY TOLD ME THAT ***** NEVER TURN IT IN NOW.
Customer response
12/02/2024
I JUST TOLD YOU.
Initial Complaint
11/20/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On November 1st I cancelled my Universal vacation due to unexpected health issues. Confirmation X2K163U2. I am aware that I will not get a full refund but I should be getting a refund. This was confirmed when I called Universal last week. My complaint is that I have not seen any signs of this refund being processed. Its been 20 days. This is ridiculous. I would like my refund please!
Business response
11/20/2024
Hello,

This email is in response to Complaint ID: ********. As of 11/20/2024, we have personally connected with the Guest and ensured this matter is resolved and closed. The Guest is aware that they are welcome to reconnect with us in the future should they have any questions or need further assistance.

Thank you,
Guest Services
Universal Orlando Resort

1000 Universal Studios Plaza
Orlando, FL 32819

O ************
******************************

PRIVILEGED AND CONFIDENTIAL | UNIVERSAL ORLANDO CONFIDENTIAL PROPRIETARY INFORMATION AND/OR TRADE SECRET
Business response
11/20/2024
Date Sent: 11/20/2024 3:09:14 PM
Hello,

This email is in response to Complaint ID: ********. As of 11/20/2024, we have personally connected with the Guest and ensured this matter is resolved and closed. The Guest is aware that they are welcome to reconnect with us in the future should they have any questions or need further assistance.

Thank you,
Guest Services
Universal Orlando Resort

1000 Universal Studios Plaza
Orlando, FL 32819
Customer response
11/20/2024

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. I appreciate their quick reply.

Sincerely,

*** ******
Initial Complaint
11/15/2024
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 went to Universal Studios and Islands of Adventure in February and someone working in the parking garage hit my car with a stick to tell me where to park. It scratched and dented my car.
Business response
11/20/2024
Hello,

This email is in response to Complaint ID: ********. As of 11/20/2024, we have personally connected with the Guest; however, the Guest declined to provide any additional details or information about this matter. For that reason, we consider this to be closed. The Guest is aware that they are welcome to reconnect with us in the future should they have any questions or need further assistance.

Thank you,
Guest Services
Universal Orlando Resort

1000 Universal Studios Plaza
Orlando, FL 32819

O ************
******************************

PRIVILEGED AND CONFIDENTIAL | UNIVERSAL ORLANDO CONFIDENTIAL PROPRIETARY INFORMATION AND/OR TRADE SECRET
Customer response
11/30/2024
They didn't do anything and I told you guys that they didn't do anything. Noting was resolved and they didn't care.
Initial Complaint
11/14/2024
Complaint Type:
Customer Service 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.
We were visiting universal studios. We had 4 regular park passes that allowed us to go from park to park. There was an unusually long line on the Hogwarts express going to the other park and an employee suggested we upgrade to the express pass. We specifically asked if it could be used on all rides in all parks and were told yes. We purchased for $532.48 This was done electronically. However when we got to the mid point of the wait they asked to see express passes again, but there was no service on ride and we could not retrieve virtual passes. This cause a major delay and we had to leave the ride to get the passes sorted out. Additionally the passes were not good for the other ride in the park, Hagrids magical ride, that had a substantial line. This exception was not made clear when purchasing the pass. Also it was not what the park worker expressed to us when explicitly asked So for both the rides with long lines we received no benefit. The first because we unable to access tickets and forced to get off the line which caused delay, and the second because it was a popular ride and they decided to make an exception to the express pass. This was not clear at purchase The park closes early on off peak seasons. We were also unaware of this when we bought our tickets for a specific date. Because of the delays we were not able to ride all of the rides we were planning on riding
Business response
11/18/2024
Hello,

This email is in response to Complaint ID: ********. As of 11/18/2024, we have personally connected with the Guest and ensured this matter is resolved and closed. The Guest is aware that they are welcome to reconnect with us in the future should they have any questions or need further assistance.

Thank you,
Guest Services
Universal Orlando Resort

1000 Universal Studios Plaza
Orlando, FL 32819

O ************
******************************

PRIVILEGED AND CONFIDENTIAL | UNIVERSAL ORLANDO CONFIDENTIAL PROPRIETARY INFORMATION AND/OR TRADE SECRET
Business response
11/18/2024
Date Sent: 11/18/2024 10:08:01 AM
Hello,

This email is in response to Complaint ID: ********. As of 11/18/2024, we have personally connected with the Guest and ensured this matter is resolved and closed. The Guest is aware that they are welcome to reconnect with us in the future should they have any questions or need further assistance.

Thank you,
Guest Services
Universal Orlando Resort

1000 Universal Studios Plaza
Orlando, FL 32819

O ************
******************************

PRIVILEGED AND CONFIDENTIAL | UNIVERSAL ORLANDO CONFIDENTIAL PROPRIETARY INFORMATION AND/OR TRADE SECRET
Initial Complaint
10/24/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased an annual pass online for my son ****** ******. For security reasons the card company creates a one time card number to pay. The monthly payments are then charged to my debit card connected to my checking account. ********************** was billing the one time card and not the monthly card. According to them after 4 payments are declined the contract is canceled. They never contacted me once during the four months to let me know the card was declined. They told me I shouldve been able watching my credit card statements. Thats not even close to being reasonable. I asked to reinstate the pass and was put on hold for over an hour then hung up on. I just want the pass reactivated and my new card billed correctly.
Business response
10/29/2024
Hello,

This email is in response to Complaint ID: ********. As of 10/28/2024, we have personally connected with the Guest and ensured this matter is resolved and closed. The Guest is aware that they are welcome to reconnect with us in the future should they have any questions or need further assistance.

Thank you,
Guest Services
Universal Orlando Resort

1000 Universal Studios Plaza
Orlando, FL 32819

O ************
******************************

PRIVILEGED AND CONFIDENTIAL | UNIVERSAL ORLANDO CONFIDENTIAL PROPRIETARY INFORMATION AND/OR TRADE SECRET

Customer response
10/29/2024

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. Resolution and communication all made in a very timely manner. Very much appreciated!
Sincerely,

****** *********
Initial Complaint
10/24/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I an Annual Passholder of Universal Orlando since 2009. I still have my original Preferred 2-Park Pass printed on paper from that first time it was issued in its original sleeve. I have always renewed and been a continuous pass holder since then never missing a renewal. I have missed out on pass holder nights because of the booking website issues and other opportunities that seem to be given to a select few pass holders but never really thought about it as the early bird gets the worm however today is very different. I attempted to purchase Epic Universe 1 day add on tickets to visit Epic Universe today and have been met with nothing but disappointment and frustration. No notice was given to when the pass holder tickets went on sale but I did set an alarm for shortly before 6am and found that tickets were on sale. I joined via the mobile app and waited for over 3 and a half hours only to be met with a blank screen and the inability to buy tickets. I sent in DM to Universal's X account only to be met with a "oh well" and just refresh and you will have 30 minutes to book again which is simply not true. In addition I have tried calling and there is no one to help. By the time I am writing this I have been kicked out of the queue and not being able to purchase any tickets but have spent 8 hours of today in virtual queues with nothing to show for it! To complicate the matters further I am moving out of state in June of 2025 (actually on June 1st) and due to moving really only the first few days work for me to visit Epic until who knows when I make it bad to Florida. Being that I have evidence that if the Universal systems would have worked properly I could have purchased either an opening day or other ticket for the next day I hope Universal decides to make this right.I am attaching screenshots from my progress in the line via the Mobile App showing being about 20% done at 6:29 am until finally a blank screen at 9:15am
Business response
10/29/2024
Hello,

This email is in response to Complaint ID: ********. As of 10/28/2024, we have personally connected with the Guest and ensured this matter is resolved and closed. The Guest is aware that they are welcome to reconnect with us in the future should they have any questions or need further assistance.

Thank you,
Guest Services
Universal Orlando Resort

1000 Universal Studios Plaza
Orlando, FL 32819

O ************
******************************

PRIVILEGED AND CONFIDENTIAL | UNIVERSAL ORLANDO CONFIDENTIAL PROPRIETARY INFORMATION AND/OR TRADE SECRET

Customer response
10/29/2024

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,

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

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