ComplaintsforSilver Dollar City, LLC

• Initial Complaint

  04/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I came to this park and was kicked out for wearing a political shirt. I was refunded for my tickets but not for my parking which was $20.

  Business response

  04/24/2024

  We allow our guests to wear apparel supporting a candidate. We do not allow vulgar words or references on any apparel. The parking fee was not refunded because **** paid cash at the toll booth and did not have a receipt to share from the transaction. However, after further discussion with **** today (April 24) he was able to provide the approximate time he purchased the ticket. The customer service manager researched all the toll booth transactions for the morning **** visited and found one that matches a cash transaction for a $20.00 parking ticket at the time of purchase. The refund was provided to ****'s credit/debit card. 

• Initial Complaint

  10/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have been calling all day trying to contact them to order group tickets for Friday, October 13. I have been calling **********, according to their website in order to purchase group tickets, I need to call this number at least 72 hours in advance. Every time I call somebody answers and they hang up without talking. I tried calling their main number and it answers and its just dead silence. Im not going to be able to get the group tickets because they wont answer their supposed customer service line.

  Customer response

  10/09/2023

  They actually responded earlier today to emails I sent so the matter is resolved

  Business response

  10/10/2023

  ********************* sent us an email on October 9, at 4:24 pm CST stating she wasn't able to connect with an agent at ************.  I forwarded the email to our groups Department at 4:33 pm CST. A groups representative called her before 5 pm CST on October 9 and provided **** with a confirmation number for her order.

  Customer response

  10/10/2023

  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 actually attempted to withdraw the complaint yesterday after someone called me. I was very frustrated because the group sales department had kept hanging up on me for literally the entire day. But they contacted me and we got it squared away and I greatly appreciate their response.
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This was my familys first time coming to Silver Dollar City. We arrived at 5pm for the summer celebration tickets that we all purchased, and ended up being able to ride 2 coasters the entire time. Around 6:45-7:00pm they shut down all of the roller coasters and kept them shut down until about 9:00pm. I read on the Silver Dollar City website that I can redeem my tickets for another, or receive a refund. If anything I would really like another day to show my family what a real day at your amazing park should look like. We also tried to get this sorted out before leaving the park, so I went to the ****** services booth and asked the employee how to do so. He simply told me I can do it here, and he will help me in just a second. He helped the people in front of us, then his fellow coworker, ***************, very rudely told us we in fact could not do it at that time. I asked where else we could get them at, because I had read that had to be done on the same day as the weather, and she just said sorry. We have called three different numbers, with no outcome. And emailed the company.

  Business response

  08/01/2023

  The tickets requested by ****** were approved by the operations supervisor on duty. However, the supervisor did not call back ****** to inform her that the tickets were available to be picked up at the Guest Relations Booth at Silver Dollar City. So, rightly so, ****** perceived that no action was taken. Upon learning this internally, the situation was escalated to the customer service manager. The manager, ********************* re-verified the number of tickets needed and set up all tickets to be picked up at Silver Dollar City. These tickets can be used anytime during the rest of the 2023 season. This was an internal communication error and we apologize for the confusion and appreciate ****** reaching out through this channel.

  Customer response

  08/01/2023

  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.
  Completely a misunderstanding that got taken care of!
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Went to park ,we have a paper map, phone app and you are here board public maps in park, cant find entrances to rides, employees dont know , train doesnt service the park just a short loop, train ride is only a few minutes but stops for a 16 minute skit in the heat, couldnt use lockers in other locations, employees have no training on locations, wasted time walked hours only rode 1 ride, buildings behind buildings behind others structures , you cant find specific items .

  Business response

  07/01/2023

  The customer attended on June 29 and was dissatisfied with his visit to the park.  A refund was provided on July 1 per our satisfaction guaranteed offer. Not sure why the complaint was submitted to BBB as we responded within 24 hours and provided the refund within 48 hours once both parties were able to connect by phone and obtain the credit card to process the transaction.

  Customer response

  07/03/2023

  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

  06/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This visit was Sunday the 4th of June. Firstly upon entry after purchasing tickets waiting in line for bag search and metal detector, we were told we couldnt enter due to a pass not printing properly. My guest went to wait in line a 2nd time while I waited with her children. Next we went to eat, realized we couldnt order and had to eat what was there made, To eat we had to go to two places snarfed food and went to ride a water slide, went came back up to do a tube ride we all waited in line, her 8 year old was let down with water shoes but my guest was forced to walk down due to the water shoes, so thinking we needed to be barefooted we took off shoes and went up the smaller drop slide to try to go, metal stairs barefoot I got 2nd degree ***** on the pads bottom of both of my feet to find the slide is now under maintenance and I have to walk back down hot metal stairs with burnt feet to exit, cant touch water at all to help my *****. Since there are no wet your feet zones unless you walk all the way around to the wave pool, lazy river or kid area. We were in pain and exhausted so hit the river for a bit since water slides were a fiasco. Then we tried again and were halted in line for maintenance again watched employees throwing down empty tubes for 4 people taking an hour plus to finally do that slide. Now less then 4 hours have gone by and I got to actually ride 3 slides, this fun time was so bad my 20 year friendship is now over due to this disaster instead of having a good memory, I am dumbfounded. I have called Monday 4 times and left 2 messages for ************************* the manager of ***********, Silver Dollar citys water park, but no answer or response. I called now today but I cannot even leave a message magically. I have requested refund for the entry fees, we spent over $100 for 3 pops and 2 meals also but I dont care, the point is that for the cost, it was a horrible experience and customer service is none. People need to know about this!

  Customer response

  06/10/2023

  Management has contacted me apologized and provided full refund.  Hopefully precautions can be added to the park, suggestions for wet pads and shade on that slide were made.  Communication and clarification about wet shoes need to be made to staff, which currently I feel must be allowed or there should be clear signage before entering a line, I dont know how it could vary from slide to slide on allowance.

  Customer response

  06/10/2023

  Management has contacted me apologized and provided full refund.  Hopefully precautions can be added to the park, suggestions for wet pads and shade on that slide were made.  Communication and clarification about wet shoes need to be made to staff, which currently I feel must be allowed or there should be clear signage before entering a line, I dont know how it could vary from slide to slide on allowance.

• Initial Complaint

  03/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Business advertises on website that a season pass comes with 4 free guests passes, came to the park with me sister and autistic son to pick up the pass and were told that the guest passes were not valid until next month and we could only bring one guest at a time. No where on the website Is that made clear. Since We could not enter the park according to them I requested a refund and was told they don't give out refunds. Since I have not been given the service I was promised and will never use said service I am entitled to a refund from them due to false advertising.

  Business response

  04/03/2023

  Today is Monday April 3--I apologize for the delay in response as we needed time to review the usage on the passes.

  The season passes were NOT used so we will refund the passes upon making contact with the guest later today if that is still their desire. We would like the opportunity to provide this first time buyer with all the information they need to make the best decision as this was a limited time offer. The passes were purchased on an installment plan which is why the guest was told by a representative at the front gate the passes are non-refundable. However, we will make an exception since this is a first time buyer and the passes were not used on their initial visit. The customer is also welcome to contact our Customer Service Manager at *** *** **** ** ******* ** **** ****** ** *** ********** ********* ******* * ** *** * ** ******

  Business response

  04/06/2023

  Follow up: We are confirming that the requested refund was provided on April 4 to the satisfaction of the guest.

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 18th, 2022, I was at Silver Dollar City Theme Park, I was on a roller-coaster and my iPhone fell out of my pocket while on the ride. I told the workers, and they told me "W walk the parameter every morning" that was a Sunday this happened. My husband could find my phone's exact location under the rollercoaster. I went back up to the workers who switched shifts and explained that my phone is at this location. They gave me a slip of paper and said to report it lost if they find it, they we email me. The workers on that shift then said they are not open Mondays or Tuesdays so I will not get any further information until Wednesday, that's even if they find my phone, no more information was given. I went down to the Lost/ Found and explained what happened saying I have the exact location. I was given one of the supervisors. He then asked my name and number and told me they have Maintenace every day they might look anyway Monday and Tuesday and could call me to schedule something for me to pick up my phone. Giving me hope I will get my phone before leaving back to my home state Thursday. I called the next day, and they said no I will not get any information until Wednesday. I called Wednesday and no email saying anything was found so I called. I get a lady on the phone who refused to transfer me to lost/found because she "is not allowed" after arguing with her I got transferred to talk to someone. They said the main security person was not there so call back. I said I can't the lady said she can't forward a call I had to argue with her to get me here. Her response was "she said she's not allowed?" basically saying that was a lie. I finally spoke to the main security, and they said 'if the ride were to stop mid-day he will look, or he would check the Maintenace roads' otherwise he will check after even though they don't normally. I was told they expedite it. I had to basically pay for a new phone and was given the runaround and lied to, to get my phone back.

  Business response

  09/26/2022

  There is a strict protocol for searching for lost items when it involves our rides due to the dangerous terrain and mechanical operations.  Our signs indicate we are not responsible for lost items and we ask that our guests place their phone in a locker, storage area at the ride, or provide to a friend while riding.  Possessing a phone creates a safety issue for other guests on the coaster or on the ground. This phone was lost on the Time Traveler roller coaster and the ground terrain is very hilly with lots of brush and rock. The phone was reported lost on Sunday and we are closed Mondays and Tuesdays. The first check occurred on Wednesday morning by an authorized maintenance representative. Ad additional search was completed on Thursday morning, but the phone was not found. We are very sorry if there were challenges with the communication process during the search for the phone.

• Initial Complaint

  07/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am very disappointed that we purchased tickets for Silver Dollar City to go to the ******************** performance. After buying our ticket online for the show and Silver dollar city which being our first time there, we were not able to see the show. The doors were locked. Noone around to give us any information why we could not get in.The show started at 4pm. We were about 5 minutes late due to waiting for a shuttle and walking took longer than we thought. We only came to Silver dollar city for the show because were unable and not in physical condition to ride and walk long period of time. I feel they should've been more thorough about if you get their late the doors will be lock. We drove 5 hours to ******* for the show. We were able to get our money back for the show but will also like a refund for Silver dollar city since we could not attend the show which was our only purpose of coming. We left Silver dollar city since couldn't attend the show. We were there for less than an hour.

  Customer response

  07/26/2022

  I just received a call from a Lady at Silver Dollar city name ****** arguing with me because I went to BBB and want a refund for the park visit. I even attached the park tickets I purchased online and she still didn't believe me..She was not understanding at all and made me upset and hurt that they will scam and lie just to keep my money and I didn't get anything in return. It's a slap in the face. Basically insulted my character. She was totally against me. Telling me things that are not true. All I wanted was a refund because the circus was locked and we only came there for the circus. We didn't ride anything. She didn't believe me and said she will ask *****. I told her that's fine. I still want a refund. If I knew I was going to get locked out of the circus. I wouldn't never had came to Silver Dollar City. We are not physically able to ride anything and came just for the circus that we ended up not attending. I will never go to Silver Dollar City again.

  Business response

  07/26/2022

  The **************** Manager visited with Lacreesha and the Guest Relations ticket seller on duty that assisted with the premium seat refund request. After further discussion, both parties agreed that there was not a direct request of the ticket seller to refund the park tickets. The ticket holders exited Guest Relations and re-entered the park.  However, in accordance with our Guest Satisfaction Policy, the **************** Manager has issued and communicated the refund for the park tickets that were required for entry.
  

  Customer response

  07/27/2022

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

*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. ↩