ComplaintsforBusch Gardens Tampa

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Initial Complaint
08/06/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We are a family of five and bought annual passes in 2021. We renewed them in 2022 and 2023 but decided not to renew in 2024. However, we continued to be billed. When I called Busch Gardens, the first representative was helpful but confused, especially about why two passes didn't have names assigned (you can't use passes without names). Her solution was to cancel the passes.I asked to speak with a supervisor and was transferred. After a 30 minute wait the manager, who seemed disinterested, took my call. He explained that the passes were set to auto-renew, which I understand. However, we couldn't access any passes on the web, they aren't there! He offered to give me the barcodes to add them manually if I wanted to keep them, or he could cancel and refund me $200. I pressed him more about the passes and why I didn't have access to them, that's when we found out we had six passes, including both a Gold and Silver pass for my wife, even though we're a family of five.My Irish temper flared here and I said "this is unacceptable" and "B.S.". The supervisor warned me about my language, and I took a breath, calmed down, even apologized. I asked him if it made sense that I have two different passes for my wife and he said no. I suggested something more should be done then a $200 refund as have 6 tickets for a family of 5 does not make sense. I suggested we could extend the unused passes through the end of the year without extra payment, or a couple of passes for 2025. I asked him if he was in my situation would he accept a $200 refund as a solution (I was calm and considerate ever since he asked/warned me) He said this is all we can do and literally hung up on me. No resolution at all, and horrible customer service. I'm looking for an exchange, I have paid handsomely for services not rendered, if I can't get a refund I'm sure Busch would want to exchange so I can come back to the park and spend more money. We have loved Busch but we need a resolution.
Business response
08/12/2024
Please be advised, we have reached out to the guest through email, and we are awaiting a response so that we may further assist.
Customer response
08/12/2024

Complaint: 22088664

I am rejecting this response because: I responsed to Busch Gardens on 8/6/24 within an hour from receiving their message (message attached as a .pdf). They asked me for all 6 Annual Pass Membership numbers but, as I stated in my original complaint, I only have access to one of those. I gave them the one I had and the last 4 digits of the two credit cards that are being billed for the other 5 passess. I asked them if they needed anymore information from me and I have not heard back.

Sincerely,

*************************
Business response
08/18/2024
Please be advised, we have reached out to our financial department and issued a refund for the Annual Pass Member.
Customer response
08/19/2024

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. Busch Gardens has gone above and beyond to rectify this situation, we greatly appreciate the final resolution.

Sincerely,

*************************
Initial Complaint
07/31/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 7/26/24, I visited Busch Gardens Tampa. I'm a pass holder and purchased some Quick Queue passes to use and was unable to fully use the pass due to a number of issues. 1 - many quick queue lines for the rides were closed dues to "insufficient staffing" and we waited over **************************** the regular queues. 2 - it began to rain and all the rides closed due to weather and lightning. At this point, I had to leave the park to pick up my daughters from daycare on time and couldn't visit guest services. I paid a total of $144.57 for 2 quick queue passes that was only used on 1 ride (Cobra's Curse). I attempted to call the busch gardens customer support to request a refund, a supervisor directed me to submit a form online for their weather assurance program. I did so on 7/26 and still have not heard a response. I also didn't receive a confirmation of my request. No one can help me from their customer service department, they don't know anything, and I'm simply seeking a refund for a service I was unable to use on my day off. They don't seem to care abound finding simple resolutions for their customers. I'm an honest, hardworking person with a reasonable request and they seem to think keep my money is more important than keeping a customer for life. Please help.
Business response
08/06/2024
Please be advised, we have reached out to this guest regarding their previous visit and are awaiting a response.
Customer response
08/06/2024

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,

*****************************
Initial Complaint
07/12/2024
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.
I signed up for an easy pass in 2022 and recently noticed that I'm still being charged monthly. I was not aware this monthly charge was still active and nor have I received any receipts or confirmation emails from Busch Gardens. I called in to cancel this monthly recurring charge and to receive a refund which was refused. When asked about the emails that should have been sent to me, the supervisor disconnected the call, making me even more skeptical of BG and how they prey on consumers. I would like a refund for the last year of charges since no one can confirm that a receipt nor renewal confirmation was sent to me. To charge a consumer every month for a service they aren't using and send no confirmation is deceiving. Had I received an email, postal mail or notification, I would have been alerted sooner and reached out a year ago to cancel. I originally purchased this pass for my daughter who had been away for college since the Fall of 2023.
Business response
07/13/2024
Please be advised, we have reached out to this pass member through email and are awaiting their response.
Initial Complaint
07/12/2024
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.
Easy Pay automatically reenrolled for a rate that I currently wasnt paying that was greatly higher than what I was expecting. I immediately reached out to Busch Gardens Tampa customer service and asked them what I needed to do. I told them I was prepared to cancel the card if the new rate was staying in effect because the website should entirely different cost. The guy said no dont cancel. I got you a new rate. Its right here. He told me to reenroll and that he would refund me the money for the previous platinum pass, I waited over 10 days for the refund when I called Busch Gardens. I cant find any information about the refunded money and I have been double charged for an annual pass. I dont want to be double charged. The platinum pass that needs to be refunded is *************** pass number ************** and ********************* Pass number ************** Thank you for your urgency in this matter. My phone number is ************ The amount that needs to be refund is $97.70
Business response
07/13/2024
Hello, please be advised, on 7/10/2024 we reached out to our financial department and have issued a refund for one month as a guest service.
Initial Complaint
07/12/2024
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.
Friday 7/5, myself and my daughter visited Busch Gardens Tampa. The first ride we got on, Iron Gwazi, we had an issue. The ride ride attendant told my daughter(******** 15yr) to take off her glasses and place them in the below seat zipper pouch. After ride completion, her glasses were missing. Upon inspection, the pouch had a HUGE hole on the side and now my daughters glasses are GONE due to negligence on behalf of Busch Gardens maintenance and ride attendants. This items should be part of the inspection and if it were not for this, we would have enjoyed our day at the park. We arrived at ****, were on the ride at 10:15, and leaving by 12pm after standing at ride, guest relations, and lost and found filing a report. Not to mention, we are in town from ******** and now she will be BLIND for the duration of our vacation. We need Busch Gardens to fix this issue with park tickets, cost for preferred parking $58, as well as the liability for her missing glasses and ruining her vacation. The lack of care, concern, or just general assistance from the staff at YOUR park was completely unacceptable. The supervisor of the ride did stop it to check for her glasses with no resolution with I appreciate. The customer relations manager acted if she could care less about the situation or the negligence and generally has no business managing anything. 3 days later I received notice from lost and found the glasses were recovered. I paid an additional $20 for shipping. The glasses were sent in a paper envelope and when I received them they are smashed and broken. Why would I want broken smashed glasses and why would you ship glasses in a paper envelope?
Business response
07/13/2024
Hello, please be advised, we have responded to this guest regarding their visit, as they have emailed our guest service inbox.
Customer response
07/15/2024

Complaint: 21975385

I am rejecting this response because: Tickets to the park are not fixing the issue and this is not acceptable.

Sincerely,

*********************************
Business response
07/26/2024
Our guest correspondence team is continuing to work with this guest through the email address provided.
Customer response
07/30/2024

Complaint: 21975385

I am rejecting this response because: offering the same response as before. I do not want tickets to the park and Busch Gardens needs to accept responsibility for their staff who cause this issue and poor customer service throughout the entire process . The resolution is unacceptable.

Sincerely,

*********************************
Initial Complaint
07/10/2024
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.
Subject: Request for Compensation Due to Experience at Busch Gardens
Business response
07/13/2024
Please be advised, we have reached out to this guest through email so that we are able to further assist.
Initial Complaint
06/27/2024
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.
I bough a gold annual pass last year my pass expired last month, and a couple days ago I checked my account and was a charged of *****, when I get my annual pass last year I was paying ***** and I contacted the costumer service people the first one told me they cant refund my money and I have until at the end of July tu use my pass, I called back to a Spanish customer services name ******* very rude and helpless I told him leave my account the way it was and when I log into my account my pass was already canceled and not money back that means Busch Garden took money from my bank and no tickets, second Busch gardens renewed my ticket with different price that I was paying and I checked my pass ticket and still at the same monthly payment I dont why they charge that money, I need my money back in my account.
Business response
06/30/2024
Hello, please be advised, we have reached out to our financial department and have emailed the annual pass holder regarding their account.
Initial Complaint
05/06/2024
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.
Vouchers 477098109564495637+879847489535997034+744309343359553541 On the 28/4/24 I purchased 2 tickets and parking in the names of ************************************* when we received the confirmation of our booking we realised we had entered 20/6/24 instead of 24/6/24, therefore on the 28/4/24 I sent them an email to ask if the date could be changed?I was informed that the date could not be changed and a refund had been issued which would enable us to rebook our tickets for our desired date.However when we tried to rebook the tickets we found that the price had nearly doubled in price,This was because the 50% off offer had now ended.I sent another email on 29/4/24 informing them I didnt want a refund and I would like the original tickets for 20/6/24 re instated, my request was refused.In my opinion I should have been contacted before the refund was issued and also informed that if I rebooked the price would be back to the original price.I would then have decided to keep the original tickets at the 50% off price.I sent another email on 29/4/24 stating this was totally unacceptable and would like my complaint passed onto management this request was rejected.Just to rub salt into our wounds the refund was less than originally paid, amount paid ****** amount refunded ******
Business response
05/07/2024
Hello, please be advised the guest reached out to us through email and requested a refund so that they were able to rebook their purchase at a discounted rate. However, when the guest reached out again, the refund had already been processed and refunded in the amount requested.
Initial Complaint
04/04/2024
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.
Spring break is here so I have been theme parking it up . We visited adventure islands on 3/25/2024 . We scan our pre brought tickets and walked in to the park and I looked for guest relations to get the accessibility pass for my son that is on the low end of the spectrum. The line was extremely long and I didnt know why . My husband walked over to the pool with our family to keep my son busy while I waited in line . 2 hours later I was still waiting in line for this pass . Comes to find out that the line was so long because there was a lot of mad individual bout only having 2 rides open in the whole park . A manager lady came out and started offering everyone **** gardens tickets and I spoke with her and told her I was just in line to get the accessibility pass she said they were not doing any quick queue or giving out any access passes . I told her thats actually against the disability acts she they said they just didnt have the staff . I asked her for a refund were she said I would have to continue to wait in line . My husband ended coming to find me because my son was having a melt down because he wanted to enjoy the park but that was stolen from him that day . We had to leave because I couldnt wait any longer with my family . I called guest services on the way home and they said we could not get a refund because I scanned my pass. I told them yes I did but you have to to talk to someone for the access pass .so they said I need to talk to someone in email for any refunds . No I will never go back to that park and we are already pass holders for Busch gardens . I just want a full refund !
Business response
04/04/2024
Please be advised, we have reached out to this guest through email and are awaiting a response of how they would like to proceed.
Customer response
04/05/2024

Complaint: 21529782

I am rejecting this response because:
I want a full refund and I will be calling Americans with Disabilities Act ***** for rejecting accommodation for my disabled son .
Sincerely,

***************************
Business response
04/07/2024
Please be advised, we have reached out to this guest, and we are awaiting a reply.
Initial Complaint
03/25/2024
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.
3/23/2024 Busch gardens Tampa I tried purchasing tickets online for the spring break sale. For 5 hours we could not get online to do so. I ended up going to the self check kiosk, which did not provide a receipt. I went to the customer service desk to inquire about my fun card, for Busch gardens with free admission to adventure Island. The customer service agent stated there was nothing they can do because the offer was for online only. I explained that I, along with other customers were not able to access tickets online. I paid an additional $70 to upgrade my funcard. **************** did not provide me a receipt of purchase at that time either. I should get a refund for my funcard, being it was offered free online but couldn't purchase them online. I have no receipt to show for my purchases!
Business response
04/01/2024
Please be advised, we have reached out to the head of our financial department and have been informed the guest upgraded their Fun Card to an annual pass. Typically, when upgrading a Fun Card to an annual pass it is credited, which is why we are unable to issue a refund at this time.
Customer response
04/03/2024

Complaint: 21477440

I am rejecting this response because: the information that was provided in the reply, is not complete and accurate. The reason for the upgrade on a fun card to an annual pass is because Busch gardens system was not processing transactions online. Once at the park, I proceeded to the kiosk to purchase my fun card with adventure island. At the kiosk, the screen **** unreadable due to plastic and dirt and not 100% visible to be read. I was unable to see that the offer and transaction incompletion did not include both parks. Once I got into the park, itself, I proceeded to guest services. They informed me that it was an online offer for both parks. I explained to them, as well as show them on my phone, no transactions were being processed. I do know that other people that were in the line prior to entering the park were also having complications with online purchases. I was informed by customer service that there was nothing they could offer and I would have to pay an additional $70 for the upgrade to an offer that was free online.

Sincerely,

*****************************
Business response
04/03/2024
Please be advised, we have reached out to our financial department, and the guest was given the credit of their Fun card to their annual pass when upgraded.
Customer response
04/03/2024

Complaint: 21477440

I am rejecting this response because: I have not been informed on how a refund was issued. I do not show a refund in my bank account. Does that mean I am credited with Busch gardens credit at their theme park?

Sincerely,

*****************************
Business response
04/07/2024
Please be advised, we have reached out to our financial department and have been informed that this guest upgraded their Fun Card to an annual pass. Additionally, due to this product being used, we are unable to issue a refund at this time.

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