Business Profile

Amusement Parks

Carowinds

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Complaints

This profile includes complaints for Carowinds's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

85 total complaints in the last 3 years.
18 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:03/30/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am a season pass holder. I had attempted to renew my sons pass on Saturday 3.22. but was receiving an error on the Carowinds website. Due to him attending the park with friends on Sunday 3.23, had decided go to the customer service desk to resolve. The pass included parking, but I was made to still pay the $30 parking fee even though the pass would have covered. If I was able to resolve online, I would not have had to have parked and could have dropped my son ****** the past the park would have allowed this, but was informed of a policy change. Since the pass includes parking, I should have been reimbursed due to the issue online was not my fault. This is just another way for the company to nickle and dime the customer. My son's pass including the Gold, drink and food package.I am looking for a resolution.
Business Response
Date: 04/05/2025
Hello,
Thank you for reaching out about your concern with the parking charge on your visit to Carowinds and are sorry we did not meet your expectations during your visit to the park. Someone from our team will be reaching out to resolve your issue today or by end of day tomorrow.

Thank you,

*****
Customer Answer
Date: 04/09/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

Thank you.
Initial Complaint
Date:12/01/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On September 01st, 2024 I paid a down payment on season passes for my husband and I to enjoy all their parks, dining and drinks as we were going to be passing back and forth from our Florida home to my father's hone in **********, ** and thought seeing as though we naturally enjoy amusement parks it would benefit us as we also have family in ******* and **. Well needless to say Hurricane ****** hit and we suffered losses in both ******* and **********. I am on SSI fixed income and 57 yrs old. My father is 100% disabled Vietnam Veteran and these losses hit us a little hard financially. I suffered a severe traumatic episode from losing the use of my CPap machine at night not to mention the loss of power at my father's in ********** whom was on oxygen. I realized after a pmt on Nov 1st or 2nd failed to go through my bank (because we were under so much burden) oh my goodness the Carowinds purchase. I immediately reached out several times to them via their parks phone lines and their customer service lines only to never be able to get a person. I finally called their campgrounds and she said she really had no way to contact them. I had sent emails explaining my situation from a natural disaster. On November 5th, I got an email back stating they do not offer refunds on season passes and that they would however extend a onetime courtesy to me of canceling future payment withdraws. Well by now they have $331.15 of my money and I have NEVER EVEN OBTAINED A SEASON PASS. Not been there to even take a photo NOTHING. Since then I have wrote them numerous emails explaining the horrible circumstances the Hurricane caused and they only responded 2x and have been so unsympathetic it is horrible. I have even reached out to the new gentleman for Carowinds via Linkdin and he never even had the courtesy to respond. No one has called me. I have requested arbitration and still no responses. This is a major family oriented entertainment company and they CERTAINLY should refund me. A hurr
Business Response
Date: 12/07/2024
******,
Thank you for reaching out and happy to assist with your inquiry on getting a refund of your un-used Season Passes. After review of your circumstances we will be happy to refund you for your un-used passes and apologize for any inconvenience on your experience while inquiring about a refund of your passes.
Someone from the park will reach out about the process in getting your refund.

Thank you,

*****
Customer Answer
Date: 12/10/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

Thank you.
Only upon someone reaching out to me in regards to refund. As of today still have not heard from them as of today's date 12/10/24

Customer Answer
Date: 12/12/2024

I am rejecting this response because:
I spoke to a lady named ******* on the day after my receiving your message which was the 11th of December when she stated to me she would certainly investigate the response further and escalate it to upper management as I let her know a gentleman named only ***** from had responded stating they would certainly refund my over $350 dollars I had paid. Prior to all this of me involving BBB they had assured me no more payments would be withdrawn from my account well in the 4th of November they certainly attempted and placed me in the negative of which I sent them an email on the 10th after accepting the resolution from them. I checked my account and saw they had attempted and therefore made the call to them. I am seriously in distraught. I in fact suffered loss from the hurricane. I do not understand a company as large as them not helping a family who has NOT EVEN received the item they purchased.
Business Response
Date: 12/18/2024
Hello,
This has been resolved on our end and refund has been processed in the form of a check and will be mailed to you. Thank you for your patience with this and apologize for any delays in getting your refund. We hope that you will visit us in the future and hope you have a great holiday season.

Thank you,

*****
Initial Complaint
Date:11/24/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My husband and I took our son and his friend to Winterfest last night (11/23/2024) at around 8pm. We intended to let the boys ride a few rides while we walked around and looked at the lights, then meet up for dinner before leaving. We have season passes, drink passes, and meal plans. My husband and I went to ************ upon our arrival and scanned our passes to get a drink while we walked around the park. Around 9:40 we met the boys at ******* and ****** for dinner. The boys got their food without an issue, but when the clerk scanned my and my husband's passes she said we already redeemed our meal on that visit and we were unable to get our food. We explained that we had only gotten drinks and there must have been a mistake when the clerk at ************ scanned our passes. She said there was no manager available to speak to and we would have to go to guest services. The ladies at guest services said there was nothing they could do. They admitted that this was a known issue and had happened to a number of guests. They finally offered us a single meal voucher, which is useless to us, as we already have meal plans. Additionally, the park was about to close at that point so there was no way for us to use the single meal voucher to get any food last night. Nobody bothered to apologize. We left the park hungry and extremely disappointed with the ambivalent attitudes of the staff. We have been season pass and drink pass holders for nine years and this was the first year we decided to get the meal plans. We expected to be able to use them on each visit without an issue. At the very least we expect to be treated with courtesy and respect when we bring forth a problem, and the utter lack of human decency was shocking. Please train your staff to do better.
Business Response
Date: 11/29/2024
Hello,
Thank you for reaching out to us about your recent visit to Carowinds. We apologize for any inconveniences you may have had during your visit and a representative should have or will be reaching out to you to discuss your visit further. We appreciate the feedback and hope that your next visit to Carowinds is much more enjoyable.

Thank you,

*****
Initial Complaint
Date:11/19/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My ******, ***** and I visited Carowinds on the morning of 10/26/2024 after attending Scarowinds the night before. We attempted to enter the park and were told our passes were not valid and we needed to talk to *************** We went to ************** and ended up talking to a Security Guard who informed us that we were both banned from all Cedar Fair properties for 5 years.We were told that when we were attending Scarowinds at Carowinds ************* on 10/25/2024, we supposedly violated some kind of "rules". The security officer spoke to us and told us that they have a video of ******* (the driver of the car) hitting a parking attendant or moving a barrier (or something) and refusing to follow the instructions of a parking attendant. None of these things occurred.They were unable to produce any evidence or any type of proof that the incidents to which they referred actually occurred. They did say that they had the video of ********* car, but didn't say exactly what it showed.We asked to see the video. They refused. We then talked to the security Captain and she said that she didn't have the authority to let us see the video.This all sounds somewhat suspicious because they would not provide any reasonable proof.
Business Response
Date: 11/25/2024
Hello,
Thank you for your concern on your recent visit to Carowinds. Our Security team is in current contact with you all to further investigate the situation you have described to see what type of resolution we can provide after the investigation is completed.

Thank you,

*****
Customer Answer
Date: 11/28/2024

I am rejecting this response because:
While we have been contacted by the business, the investigation is not yet complete and as of right now there has been no resolution. I will update this response if the issue is resolved to my satisfaction.

Business Response
Date: 12/02/2024
Hello,
It's been communicated to me our Security Team has resolved the issue for you all and have reinstated your passes and lifted the 5 year bans. We hope you continue to visit us and that your future visits will be more enjoyable. Thank you for bringing this to our attention and have a great rest of your day and week.

Happy Holidays,

*****
Customer Answer
Date: 12/02/2024

Better Business Bureau:

To ***** and especially *****, I sincerely want to thank both of you for helping me and my friend ***** ******* navigate through a shocking out of nowhere experience that caught us both off guard. We were both devastated about not being able to visit any cedar fair legacy park or six flags park for 5 years! Thanks to the both of you and Brians attention to detail everything is fully resolved. Hats off to Carowinds Security Team for investigating the situation for endless hours! We are both fully satisfied with the resolution and want the Better Business Bureau to know how amazing the Carowinds Security Team truly is!

Thank you so very much ***** and *****!!!
Initial Complaint
Date:11/19/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My friend, ******* and I visited Carowinds on the morning of 10/26/2024 after attending Scarowinds the night before. We attempted to enter the park and were told our passes were not valid and we needed to talk to *************** We went to ************** and ended up talking to a Security Guard who informed us that we were both banned from all Cedar Fair properties for 5 years.We were told that when we were attending Scarowinds at Carowinds ************* on 10/25/2024, we supposedly violated some kind of "rules". The security officer spoke to us and told us that they have a video of ******* (the driver of the car) hitting a parking attendant or moving a barrier (or something) and refusing to follow the instructions of a parking attendant. None of these things occurred.They were unable to produce any evidence or any type of proof that the incidents to which they referred actually occurred. They did say that they had the video of ********* car, but didn't say exactly what it showed.We asked to see the video. They refused. We then talked to the security Captain and she said that she didn't have the authority to let us see the video.This all sounds somewhat suspicious because they would not provide any reasonable proof.
Business Response
Date: 11/25/2024
Hello,
Thank you for your concern on your recent visit to Carowinds. Our Security team is in current contact with you all to further investigate the situation you have described to see what type of resolution we can provide after the investigation is completed.

Thank you,

*****
Customer Answer
Date: 11/28/2024

I am rejecting this response because: While we have been contacted by the business, the investigation is not yet complete and as of right now there has been no resolution. I will update this response if the issue is resolved to my satisfaction.

Customer Answer
Date: 12/03/2024
The issue has been resolved to my satisfaction.
Initial Complaint
Date:11/10/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My son visited Carowinds for Scarowinds on 10/11/24. He purchased a Scarowinds hoodie for $54 only to later realize it has 2023 on and not 2024. I contacted via email on Carowinds website 5 days ago but have not heard anything.
Business Response
Date: 11/16/2024
Hello,
We have made multiple attempts to reach out to you from Carowinds to assist you in finding a resolution to your concern. If you are still seeking a resolution, please respond to our contacts who have attempted to reach out to you via e-mail or phone.

Thank you,

*****
Initial Complaint
Date:10/28/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
10/27/2024 Me and my two kids attended Carowinds and the day was going great we got there at 1pm approximately and planned to stay til Scarowinds began i sat near ************* told my kids go get on a ride and come back they did everytime. around 5pm my son went to get on the roller coaster and he says he was standing in line for about a hour and half i started to get worried cause he didnt come right back and his phone had died so me and my daughter began looking for him apparently he cut his phone off to preserve the battery when he got off the ride he called me but his phone died i missed the call and i pinged his last location which looked like he was in the parking lot so i immediately got worried i followed the tracker and ended up in the parking lot he wasnt there so my first thought was someone may have took him (before i left out i asked could they call him on the loud speaker i cant find him they said they dont do that )- which is crazy a child is missing so im like ok ill go follow the gps i didnt see him outside the park so i came back in tried to get back in they wouldnt let me back in with the tickets i used earlier which allowed me to stay there all day for the night time events i was informed to go to guest services went there ask them to call him again or can i go in and look for my missing son they told me i couldnt go back in ( the security guard lady took a description of him and i felt like i was being interrogated like maam are you gonna help me find my son or no??????? so i asked what i have to buy a ticket to go back in and find my missing child she said yes ( which is absurd i was just in there bought 3 tickets i mean i cant go find my child i started to cry cause i was truly scared thinking someone took him and yall giving me the run around so i ended up having to pay 85$ to walk around and find my son Thank God i went in and he was at our meeting spot waiting for me but what if i didnt have 85$ to pay again
Business Response
Date: 10/29/2024
Chantiece,
Thank you for you for your feedback on your recent visit to Carowinds. We appreciate the feedback on your experience and am sorry to hear on how it was. During our SCarowinds event, we do not permit re-entry for Guests who leave the park after 6pm. During any other time of our operation, re-entry is permitted and Guests simply have to get an return ticket at our park exit. We also are unable to make park announcements due to they are simply not heard by Guests due to all the other noise from attractions operating, shows, etc. in the park. I am happy to refund the additional ticket you had to purchase to re-enter the park and if you happen to have the receipt or order number for the purchase, that would be great. Feel free to send me that or at least the last 4 digits of your credit card used on the transaction to me at: ******************************************************************************
Thank you,
*****
Customer Answer
Date: 10/31/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me i pray that you all put more measures in place for missing kids and possibly put some charger ports throughout the park for people when phones died etc below is my card details i cant find my receipt

Thank you.
Initial Complaint
Date:10/25/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Went to the park for a day and had a situation that was caused for immediate egress from the enclosed building I was in. The exit to get out of the building was blocked/obstructed and I was unable to get out. Called several times and emailed without anyone wishing to take a stand. This action is highly against state law and the establishment acts like they can care less.
Business Response
Date: 10/29/2024
Hello,
Thank you for your concern about your recent visit to Carowinds. We strive to get back to all of our Guest inquiries within 5-10 business days and are showing record that someone from our Safety Team has reached out to you to discuss your concern more in depth and we appreciate you reaching out to us to discuss. We hope your next visit is much more enjoyable and thank you again.

*****
Customer Answer
Date: 10/29/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

Thank you.
Initial Complaint
Date:09/17/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Friday September 13,2024,My son was racially profiled, targeted, humiliated and harassed at Carowinds Amusement park. Accused of trespassing and jumping the parks gate. Officers ignored his statements and refused to look at camera footage to make sure they had the right individual. They took him to a room behind closed doors and made him sign paperwork without an adult consent. He was then humiliated and banned from the park .
Business Response
Date: 09/19/2024
********,
Thank you for your concern on your sons recent visit to Carowinds. We have received your concern and you should hear from a member of our Security Leadership Team in the next 5-7 business days to discuss your concern further with you.
Thank you again,
*****
Carowinds
Initial Complaint
Date:09/15/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was sold a silver pass which I paid full price and only lasted until September when we were never informed it would only last for a few months. We were told that passes would last one year and not a few months. We request a partial credit.
Business Response
Date: 09/16/2024
Hello,
Thank you for your inquiry about your Carowinds Silver Pass request. If you have purchased a 2025 Carowinds Silver Pass, as stated in our terms and conditions, the Silver Pass is valid through Labor Day, Monday, September 2nd, 2024 and the first operating date of the 2025 season through Monday, September 1st, 2025; not valid for admission during the fall, to Tricks & Treats, SCarowinds, or WinterFest. Our Gold and Prestige Passes do give you access to the fall, Scarowinds and Winterfest Events. For more information on are passes, please visit **************************. If you are wanting to visit the park during the fall, or for SCarowinds or Winterfest, would recommend upgrading your passes to the ********* which would give you access to the park during this time of year. Silver Passes can be upgraded to Gold Passes for as low as $10.
If you have any additional questions, feel free to visit ************** on your next visit or ************************** and on the bottom of the first page provides a way to get in touch with us.

Thank you,
*****

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Carowinds is NOT a BBB Accredited Business.