ComplaintsforBusch Gardens Tampa

• Initial Complaint

  03/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am lodging a complaint against Busch Gardens Tampa Bay/SeaWorld due to several unauthorized charges amounting to $1,440.81, initiated from September 25, without any visits or services availed by us since then. Efforts to resolve this issue directly with the company have been unproductive; my requests to speak with a manager were denied, and the customer service representatives were unable to provide any confirmation numbers related to these charges. Despite their insistence on checking my emails for records, I have found no such communications or records of these transactions. Conversely, I have documented proof of these charges through bank statements. The refusal of the company to provide any substantial information or assistance in this matter necessitates the intervention of the BBB to secure a refund and address these unjust billing practices.

  Business response

  04/03/2024

  Please be advised, after further review, ***** was notified on 3/13/2024 there were no record on our end about these charges. Additionally, they were told by a member of leadership to contact their financial institution regarding these charges. 

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went to Busch Gardens In Tampa, ** on2/16/24. We got a mile from the park at 10:10am Took almost one hour to get in the park. The parking entrance needs to be remodel to get into the park quicker. Bought the meal pass for my wife and I and when we went to use it it did not work. we had to pay for all my meals.Went to guest relations no manager could help. They called a supervisor to come we waited 10 minutes and he never showed. Never again We went to the park since our meals were included.Bracelet numbers green e15408053 and E *******

  Business response

  02/28/2024

  Hello, please be advised, we have reached out to the guest and have explained that these used products are non-refundable. Additionally, we have offered return tickets and meal vouchers to Busch Gardens Tampa Bay and are currently awaiting a response.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  When we arrived at the park we went to get our tickets scanned and were told that our passes were not for park admission but only a Fast Pass. Upon realizing this was were quite upset and asked for assistance. We spoke to a gentlemen who advised that hed void out our initial tickets that were purchased in error, and get us the tickets that we needed to both get into the park and also gain admission to the Fast Pass. He advised that he voided out the initial charges and that we should see a refund to our credit card within 5-7 days.I checked my credit card statement last night and the initial charges were not refunded. I called the customer service number *************). On 2 difference occasions I was told Id have to go to Busch Gardens in Tampa and request a refund in person. Twice I told the representative that I was from out of town. Once I realized that I wasnt getting anywhere I asked to speak with a Manager. Upon my request I was told that a Manager couldnt assist me either. Feeling neglected I advised that I was recording our encounter and that if he didnt forward me to a Manager Id file a formal complaint. At this point the representative reluctantly placed me on hold and forwarded me to a Manager. I sat on hold for 45 minutes but a Manager never took my call. Unfortunately I couldnt wait any longer as I had a Zoom work call at works and had to hang up. About week later I e-mailed this time (versus a call) and was told twice I was not allowed to speak to a Manager. *** NEVER been denied access to a Manager at any company in my entire life.This entire ordeal and been the most disappointing experience Ive ever had at an amusement park. Even though we paid for a Fast Pass we were only able to go on TWO rides the entire day due to how crowded the park was. I am not clear on why Fast Passes were clearly oversold. Waiting over an hour for each ride is not my idea of expectation of paying extra money for a Fast Pass.

  Business response

  02/13/2024

  The guest originally emailed our team on 1/19/2024 at 1:38pm. We reached out to the guest and explained to them that we had reviewed the customers order and found that the product they are requesting a refund for (Quick Queue Unlimited + Iron Gwazi and ***************) has been used. Our system and our corporate financial department do not allow refunds on used products. We informed the guest of this on 1/19/2024 at 1:46pm and never received a further response from the guest.
  
  We are more than happy to investigate a return visit including admissions for both parties and 2 quick queue unlimited passes for them that will not have an expiration date. If the guest could please provide us with a photo of the receipt from their admissions tickets bought at the gate we can begin this process. 

  Customer response

  02/13/2024

   
  Complaint: 21277795
  
  I am rejecting this response because:

  The response from Busch Gardens is both false and misleading.  When I originally called into their 800 number, I spoke to a representative that was less than helpful.  In my opinion he wasn't capable of assisting me nor was he interested in hearing what happened to me.  I asked multiple times to speak to a manager so I could escalate my concerns and was denied the opportunity to speak to a manager on multiple occasions by the aforementioned representative.  All I wanted to do is explain what happened to someone higher up.  Had I been given that opportunity I think their response could have been different instead of being stonewalled.  After going back and forth, I was only put through to a manager after I made mention to the representative that I'd take my complaints to social media, the BBB, etc. if not afforded this opportunity.  The representative reluctantly transferred me to a manager where I sat on hold for nearly an hour (I already provided a screen shot as proof of this) before I finally had to hang up due to a work obligation.  In truth I don't think that a manager ever intended to take my call but I cannot prove that.

  I then e-mailed (instead of calling) the next day in hopes that someone could actually assist me.  I received a generic response back stating that I could not be helped.  I e-mailed this person TWICE thereafter asking to speak to a manager and both of my e-mails went unreturned.  In summation, I was denied the opportunity to speak to a manager both through phone call AND e-mail communications.  ************ does this?

  Lastly - I do NOT accept their response or offer for complimentary tickets in the future.  I live 900 miles away.  Even if I lived closer I will never visit their establishment again.  I was ripped off.  In addition, as my initial compliant states - I was told the original tickets that were purchased in error were going to be cancelled and that a refund would hit my account in **** days.  I've already provided proof of this.  Why would I pay for FOUR tickets when it was just my wife and I that were visiting?  This obviously makes no sense and if Busch Gardens thought about this logically, they would come to the same conclusion.  Again I was never afforded the opportunity after multiple requests to speak to a manager.

  As my original complaint states I want a FULL refund of the original two tickets.  Nothing else will pacify me at this point.  I am not OK with paying for four tickets for two of us.

  
  Sincerely,
  
  *************************

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

  Business response

  02/19/2024

  Please be advised, we have reached out to our financial department and have been notified a refund is unable to be issued. As these products have been used, we typically do not refund used products. We have reached out to this guest and offered admission tickets and Quick Queues to return on a later date, and the guest as declined our offer. 

  Customer response

  02/19/2024

   
  Complaint: 21277795
  
  I am rejecting this response because:

  At this point I am not sure how else to be clearer here.  I've sent proof to both Busch Gardens and the BBB that the initial incorrect purchase was going to be refunded to me.  I was flat out told that.  I'm not sure how they are saying i already "used" this pass when I have proof that the ticket was going to be refunded.  I have a receipt that says that.  How can they say I "used" a pass that was refunded?  Why would my wife and I (2 of us) purchase 4 tickets to an amusement park when there are only 2 of us.  Obviously, that makes no sense.

  At this point I am going to hit social media hard and make them regret treating me this way.  I will NOT let this go.  I honestly didn't want it to come to this and wanted to handle this in a more peaceful way.  I've taken every step I can think of do accomplish this.  Busch Gardens has flat out refused to allow me to speak to a Manager over the phone (on more than one occasion after multiple requests) and have no interest in hearing what really happened.  Only so much can be handled over email.  I hardly ever complain in my life to anyone, but in the few instances in life when I've needed a Manager from any business my request has always been granted.

  I want a full refund and I want it now.  I have no interest in "complimentary" passes as I live 900 miles away.  Even if I lived 5 minutes away I would never go to this establishment again!!!
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Bought an annual pass. Never used it and then cancelled. THey sent a collection letter for $37.18 This is a scam and the customer service is awful I have been kept on hold for an hour to non-existent customer service I need to warn people about these billing policies and the scam of a customer service.This is a total ripoff and a scam especially the customer service who just keeps you on hold until you hang up I will be warning all my friends and family about this because nobody should do business with a company like this.So this $37.18 scam and ripoff is going to cost them thousands.

  Business response

  02/11/2024

  Hello, please be advised, we have reached out to this guest through email. We have explained there was an EZ pay 12-month commitment past due in the said amount. 

• Initial Complaint

  01/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I expressed at my last and only visit in March of 2023 that I was unhappy with my experience and I would be issued a refund. Everything went okay at the theme park with the lady at the kiosk assuring me my cancelation and refund would be taken care of. However I was being charged unbeknownst for over a year monthly totalling the charges to over $300 to my cc for 1 visit! Now predatory attempts are being made to get me to give up by their agent over the phone. Saying there is a high volume every few minutes to speak to a supervisor. Now the wait is getting longer and longer. At this point I'm beyond frustrated with their shady business practices. I just want my refund.

  Business response

  01/29/2024

  After further review, we have located the annual pass holder's account, where it was notated on 1/28/2024 under her account was still in contract due to her auto renewal. Additionally, her annual pass was deactivated, and she was offered a refund for up to three months in which she declined the offer, 

  Customer response

  01/29/2024

   
  Complaint: 21210994
  
  I am rejecting this response because:

  No partial refund has yet been made on their behalf. I mentioned additionally I wanted my original refund offer back from March honored and I am getting the runaround over the phone. I want to only pay for the one and only visit I've ever had there and that's what's fair.

  
  Sincerely,
  
  *****************************

  Business response

  01/30/2024

  Please be advised, after further review we were able to locate the notes made on the annual pass member's account. In this internal notation it states, the guest requested the call center agent to end her annual pass and to submit a refund in the amount of $83.82 on 1/28/2024. As this refund was submitted through our call center, please be advised this refund may take up to 30 days to be processed. 

  Customer response

  02/05/2024

   
  Complaint: 21210994
  
  I am rejecting this response because:

  I am still disputing all charges except for the one day visit. I am also awaiting a callback for a senior representative to speak to about business practices conducted over the phone and at the park. It's borderline harrassment to continuously put a person on hold for over an extended period of time interjecting every **** minutes just to check to see if they are still there just to chuckle, berate, and offer only a partial refund in the end. I only want what was promised and now we're backtracking. You've taken more of my money and time and all of it has been a terrible experience including my short visit at the park. 

  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 3 single day passes for me and my family on 01/20/2024 in the amount of $378.90 which included one meal. The day of I was not aware of all the ride shut downs as well as the difficulty with purchasing the free meal. Only two Busch garden restaurants accepted the meal deal and one was closed the other was majority pork items which I do not consume. This was my first time in Tampa, FL as I am from and live in CT. Most of the rides were closed upon my arrival at about 2:05pm. We waited for one ride for 45 min the Iron Gwazi and when we arrived to the finish line the ride was then shut down (understandable things happen). I only was able to ride one ride with my family as there were so many closures. The baby park was open but, my son is 13 years old. There was just so much lack of at the park including the wilderness there was no animal attraction. I contacted the park for a refund as these tickets were very expensive in this climate of our economy and no resolution. I was offered free passes but, I will not be traveling back to Tampa as that is an added expense. I would like a refund of my original payment.

  Business response

  01/29/2024

  Please be advised, we have reached out to ******************************* through email, and offered three single day return tickets including three all day dining vouchers. These products will be valid for two years or to be extended upon request. Unfortunately, we are unable to process a refund at this time due to these products being used. These products will be available to redeem at any of our 11 parks - SeaWorld & Aquatica *******, ***********, *********, Busch Gardens Tampa Bay, ************ and ************, along with **************** and *****************. 

  Customer response

  01/29/2024

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

  Customer response

  03/19/2024

  I opted for the 3 free tickets when I responded that I was ok with the offer.

  Business response

  03/20/2024

  Please be advised, we have reached out to this guest, and sent Three Single Day tickets including Three Meal Vouchers valid for use to any of SeaWorld parks of their choice. Additionally, these products will be valid for use for two years. 

• Initial Complaint

  01/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been an annual member of Busch Gardens. I cancelled my sons annual pass when he left the military in 2021. I was getting charged for $19.99 for month. I called in January **** to get refunded for the December 2023. I was placed on hold for 45 minutes. Then I get my billing statement for the month of January and I was charged again. They dont want to refund all the money they have drafted since 2021.

  Business response

  01/18/2024

  Our Guest Correspondence team has reached out to this guest using the email provided to assist further with their account. 

  Customer response

  01/19/2024

   
  Complaint: 21148719
  
  I am rejecting this response because: Busch Gardens had not reached out to me at all.
  
  Sincerely,
  
  *************************

  Business response

  01/29/2024

  Hello, we have reached out to ************************* and informed the guest that we have processed a refund for the month of January through our financial department. However, we were unable to proceed with an additional refund due to not being provided proof of deployment. Additionally, we reached out to her on 1/28/2024 requesting proof of deployment for the rest of her refund regarding her annual pass. 

• Initial Complaint

  01/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At 01/14/2024 me and my family went to Busch Gardens to have a good time, since weve not had a vacation in years.Unfortunely we only could have fun for about 2 hours, then most of the rides went stopped working (only 2 were open) due to weather conditions as **** Gardens employee explained, which it is hard to believe that, since there were only a few droplets of rain.We waited for 3:30 hours for the roller coasters to return operations because we came all the way from *******, so we didnt want to get back to the road and back to the hotel on such a sad and disapointing day.Finally we decided to ask for a refund, since we spent a lot of money, especially if you exchange to our countrys currency, that is worth 5 times less compares to US dollars.So again Busch Gardens managed to make our day worse, we wouldnt get our hard earned money back, so we could do some shopping at the land of freedom. We only could get admissions ticket and quick queue unlimited issued for another date, which we have no use for, since we live in ****** and it is very expensive for us to come back to *******, we were in a position where we would left without nothing or with the tickets, so I decided to contact BBB for help with the refund and they can cancel the admissions/quick queue.Thank you for your time and help

  Business response

  01/29/2024

  Please be advised, we have reached out to *************************** and offered this guest, five Unlimited Quick Queues and five single day tickets for a return visit to any of our 11 parks - SeaWorld & Aquatica *******, ***********, *********, Busch Gardens Tampa Bay, ************ and ************, along with **************** and *****************. These products will be available to redeem for an extension of five years. Unfortunately, at this time we are unable to issue a refund due to these products being used. 

  Customer response

  01/31/2024

   
  Complaint: 21144800
  
  I am rejecting this response because:

  As I told before, I have no use to the tickets, I'm a foreigner and I was on vacation with my family.We don't know when we are having another oportunity to travel again, and when we do, we don't want to be attached to a destination.

  We went to the park, waited for more than 3 hours to the situation normalize, but no success, it is not our fault, it is not the customer fault, we'd rather spend the day having fun at the attractions, but that wasn't the case, and we didn't because Busch Garden's infrastructure wasn't as good as it should be, otherwhise we wouldn't have this conversation.

  It is a shame that you are penalizing the customer.We only want to be reinbursed for the tickets and ************* queu pass.We aren't asking for the gas money, toll money, food money or nothing else.

  Before traveling we watched a bunch of videos of influencers explaining about each park and most of them said how poorly Busch Gardens and Sea World treated their customer when comparing to ******* and unfortunelly we are experiencing it.

  Please, reinburse us.Please make the customer happy and proove how all the videos that we watched were wrong about your reputation.

  This attitude will make the customer loyal, word-of-mouth matters more than ever to customer experience.
  

  
  Sincerely,
  
  ***************************

  Business response

  02/02/2024

  Please be advised, we have reached out to our financial department. With the information in the photos provided we were able to locate a merchandise charge of $429.95, however the transaction is under a different name other than provided. At this time, we are unable to process a refund for this order.

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had annual passes for Busch Gardens and all 4 parks through EZ Pay. I completed my annual passes and paid to restart a new membership. I paid for my first month and went to Busch Gardens one time. The following month I was charged and then my access to the parks Placed on hold immediately when I was unable to pay due to loss of income. Since then Ive been getting charged for months. I owe close to 400 dollars for months I never received access to any of the parks at all due to them placing my account on hold. They charge you for months meanwhile they expect the money in full from you even though they do not let you step foot into a park. I asked customer service if they can move the months I owe to the end of the contract so I can continue my passes and he said no. He said I have to pay the full past due amount. I would have no problem with paying for something I used, but its ridiculous to expect money and not work with the guest when 1 they lose their income and 2 they did not even get to use their passes at all. If my electricity gets cut off today or my phone, I only owe for the month. They dont charge me for something I didnt use. If youre gonna charge my 400 dollars then where is my access to your parks? My kids are excited to go back to the parks as we were unable to go due to financial issues and your company does not care what so ever about someones financial hardships or the fact that youre basically taking money from people without even letting them try the product or use it hence the amusement parks. I have never seen such horrible customer service where they do not care at all about keeping the customer nor helping them out in tough times. The lack of empathy this company has is astounding. They should take a training class on empathy and compassion and maybe trying to help customers stay loyal customers. I just wanted to continue my passes and have something worked out for us since we did not get to even use them, but you guys do not care.

  Business response

  01/18/2024

  Our Guest Correspondence team has reached out to this guest through the email provided for further assistance regarding their account. 

  Customer response

  01/23/2024

   
  Complaint: 21098997
  
  I am rejecting this response because:

  I received an email from guest correspondence team asking for my Bar code or order number of my account. They didnt do anything about this yet. I replied and provided it to them once again last week and they havent gotten back to me. Im not sure what is going on. The issue is yet to be resolved. 
  
  Sincerely,
  
  *****************************

  Business response

  01/29/2024

  We have reached out to ***************************** on 1/7/2024 through email, regarding her annual pass. ******* wanted to use our PDP program in which suspends her payments temporarily month to month. Her last successful payment was made 7/7/2023, which was the date of purchase. We did let her know in the previous email with our EZ pay contract, annual pass members will still have to honor the twelve-month contract and pay the full amount. After one billing cycle, monthly billing will automatically restart and, upon successful receipt of payment, Annual Passes tied to your account will be re-activated. Annual pass holders must reach out to us each month to request to extend your PDP past one month.  Additionally, pass holders account must be up to date for our Payment Deferment Plan to be activated.
  

  Customer response

  01/29/2024

   
  Complaint: 21098997
  
  I am rejecting this response because:

  This claim is inaccurate. I did not reach out to suspend my monthly payments. I reached out to make a payment and get my account active. I was charged for several months with them even though I did not have any access to my passes. They charged me for passes I was unable to use. I asked to remove those charges or move my contract date to a later date and add it to the end of the contract and I will pay for my month to continue. They did not accept that and stated they were charging me for all of the months they did even though they did not give me any access to the parks during this time. 

  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***** characters arent enough to explain the disaster that was Busch Gardens. Went to New Years Eve event. **** was staying open until 1:00 am so arriving at 8:00 pm we expected to see animals still out and rides still running. Went to three different attractions and stood in line only to be finally told at each one the ride was broken and wouldnt be running rest of night. Three different concession stands were out of drinks so couldnt buy anything to drink. Bathrooms had used feminine products on the floor and were disgusting. We were there over two hours and still had not been able to ride a single ride, see a single animal or experience anything but standing in line for broken down rides. We literally paid $152 to walk in circles trying to find ANYTHING that was open or working. Finally lost our cool and went to Guest Relations only to be offered a pass to return for another day but were told they dont offer refunds but we could call customer service. We live 14 hours away and cant come back so a pass to return within a year isnt an option. As of now I have been on hold for two hours as I write this review and havent had a person pick up yet. I want a refund because this was absolutely horrible and a total rip off. If they werent going to have at least some animals out to see or most rides running they shouldnt have charged full price for our ticket. They were advertising being open until 1:00 am so they should have been offering the full Busch Gardens experience for the full price tickets they charged for. I expect a refund for the false pretense that they were offering because this cost me $152 for the park ticket, $20 for the Uber ride to the park and $53 for the Uber ride back where I was gouged for another $53 to get out of the crime ridden area the park was located in on New Years Eve. Total, complete rip off. I can verify the time I purchased my ticket versus the time I went to Guest Relations to show how long I was in the park.

  Business response

  01/18/2024

  We have confirmed that our Guest Correspondence team has reached out directly to this guest through the email provided for further assistance. 

*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. ↩