Amusement Parks
Raging WavesThis business is NOT BBB Accredited.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/15/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On July 13, 2024, I visited the water park, only to discover it closed due to inclement weather. This was highly disappointing, especially since I had purchased tickets totaling $291.55 for my family and myself, and we had driven two hours from *********. There was no prior announcement of the park closure; I found out only from the lifeguards. To add to the frustration, the guest services kiosk was closed, leaving us with no one to address our concerns at the time. This experience has left us greatly disappointed.According to your rain check policy:"If the park closes for the day, all customers remaining in the park (except season pass holders) will receive a complimentary return ticket for a visit during the 2024 season via email confirmation. Guests must use the weather voucher email to make their new reservation. Exchange may be done only on the day in which the park closes. Refunds are not offered."Regrettably, I have not yet received a weather voucher email, and despite my attempts, I have been unable to reach anyone at the park. I kindly request immediate resolution of this matter.Customer response
07/16/2024
Better Business Bureau:
The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed.
Sincerely,
*****************************Initial Complaint
06/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On May 18th, I purchased 3 season passes for Raging waves for a total of $237.90 with my debit card but never received an email confirmation for the purchase, so on May 28th I emailed them to ask if this was normal process to wait this long to get confirmation. They responded the next day stating that the order was declined. I emailed them back stating that the money had already been deducted from my account and was never declined. I went to my bank to confirm that the money was deducted from account and have received confirmation of charges. I stopped at Raging Waves on June 6th and asked to speak with a Manager but young lady said they were not in, I explained the situation and she asked me for my name and said it sounded familiar and that she had moved my email up to the higher *** and that someone would be reaching out to me because they were changing banks during that time but I have not heard back from anyone by phone nor email and when I call, it states that they are closed.Initial Complaint
08/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
My family and I set out for a last minute water park day we had 2 children and one adult with disabilities. After standing a line and waiting we go to the window and the cashier rudely told us she needed every ones hands. This was a struggle for one due to the sensory issues. After entering the park we looked for lockers. Where we were told we would have to go to the far back of the park, asked if they had any that were close due to mobility issues. And was told no. After finding our way to the lazy river we were told. It was closed. And wouldnt be open asked about the wave pool and was told the only things open were the slides. This was an issue since two children with multiple mental disabilities and an adult which physical disabilities and IS NOT ABLE TO WALK STAIRS. We took the children to the kid slides in hoping they would enjoy them selfs. The two kids with disabilities were turn away from the slides because. They were too big. After contacting a manager they were told they offer assistance for kids with autism neither children suffer from autism but they do have sensory, mood regulating anexity, issues. We were told to go to guest services and see what they could do. We went to guest services where we met *****. Where for the first. Time some one apologized for the issues and gave both children wrist bands allowing then to use the children slides. I had asked **** what they are offering for adults who have disabilities and she has told me they they are welcomed to sit in the zero depth pools and play in those ares. ( this is a full grown woman who just isn't able to stand for to long. And getting her to sit on the ground in 12 inches is water isnt worth the admission. The kids went to slide where they met TJ A LIFEGAURD . Who found it appropriate is ******* and make fun of the 12 year old with a disability saying big man is to scared for the big slides. There is a lot more that happened but I am out of roomBusiness response
08/26/2023
Thank you for reaching out to Raging Waves. All information regarding operations for the date of your visit were noted in several locations on the website. One example below:
Please Note: Attractions may be closed on all remaining operating days. Students in our area have returned to school which limits staffing for attractions and food concessions. All sales are final and no refunds will be providedAs a result of these attractions being closed you were provided with a 40% discount on admission tickets at the time of purchase. Our gate price is $58 per person and you only paid $29.99. In addition, we got additional attractions open throughout the day at no extra cost to your family, We went above and beyond to accommodate for your family even after you used vulgar, threatening language with management, supervisors and our 15 year old lifeguards. All agreed upon services were provided and no refunds will be provided.
Customer response
08/28/2023
Complaint: 20481977
I am rejecting this response because: your response had nothing to to with how your lifegaurd treated a child with disabilities. I will be complaining To the **** Next time I will just let my child loose control on your lifeguard and maybe his outbursts will teach you and your employees. How to accommodate children with disabilities
Sincerely,
***************************Initial Complaint
07/14/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On July 4th,2022 I purchased 4 tickets each $44.95 online to the Raging Waves water park in ********* ********. When we arrived at the water park about 1:45pm it started to rain and we were told at the window to wait and see if the water park closes because that was the only way to get a refund. At 2:45pm it was still raining, thundering, and lightning. The water park closed and the people at the window gave us a piece of paper with the email ********************************* written on it and were told to email them for our refund. Other people where given this email also who needed a refund. I have messaged them twice on their website and sent an email that we would like a refund. So far I have not heard anything from them. We do not have that kind of money to waste. My children were looking forward to that.Business response
07/25/2022
Raging Waves Weather Policy is stated below. The information is posted on our website, on the tickets and at the ticket windows. The Guest has tickets available for a return visit for the 2022 season in Guest Services.
Raging Waves Waterpark is open every day of the season, rain or shine but can close for the day based on current poor conditions or a poor forecast. If we experience inclement weather that includes lightning (or some other extreme weather condition), the park will suspend operations until it passes. If the park closes for the day, all customers remaining in the park (except season pass holders) will receive a complimentary return ticket for a visit during the 2022 season via email confirmation. Guests must use the weather voucher email to make their new reservation. Exchange may be done only on the day in which the park closes. Refunds are not offered.
If the inclement weather passes within 60 minutes, no weather vouchers will be given to guests who decide to leave the park before re-opening. No refunds will offered as well. There are no refunds on incidental expenses (Lockers, Food, etc). No refunds are issued regardless of time spent in the park or if we re-open once the inclement weather passes.Initial Complaint
06/28/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased 4 water park tickets. Upon arrival at the water park, we realized lots of the attractions were closed. Yes it was a Monday, but that shouldnt matter. The tickets are original price just like any other day. I asked one of the employees why are the attractions closed and they stated it all depends on the amount of employees they have and due to it being a week day, that it is common. I went to guest services and I explained to them how disappointing it was that we had to pay full price for a half open park. I requested a refund and stated I will leave. This was within ***** minutes of being there. She informed me that they cannot do any refunds or anything. When I asked to speak to someone that does have the authority to make it happen, I was told nobody else is available and thats their policy. Due to the frustration and dishonesty, we left. I dont understand how someone can be charged for a water park thats half open. I did not pay a half off price, I paid regular admission, for parking, for everything. I am requesting a full refund or 4 admission tickets for any day of choice. The tickets were purchased under the email: ****************************
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Customer Complaints Summary
5 total complaints in the last 3 years.
2 complaints closed in the last 12 months.