ComplaintsforCedar Point

• Initial Complaint

  08/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Me and my 2 kids visited Cedar Point amusement park in Sundasky, OH on 7/18/2024. We drove 250 miles to get there from our home in Michigan. Upon arrival I bought the maximum available Fast LIne Plus for all 3 of us to be able to get to maximum number of rollercoasters before we had to leave at 4pm to drive 250 miles back. I paid steep price of $495 for 3 Fast Passes in addition to $255 we paid for 3 regular tickets. For the total of $770 for 3 persons!!! But I was hoping it will be worth it. First we stood in "Fast Lane" for Raptor roller coaster. And it broke. We stood in line for an hour. That was around 11am. Than we stood in "Fast Lane" for Cedar Creek Mine Ride roller coaster. And it broke. We lost an hour in line waiting for it to be fixed, and than left. That was around noon. Than we stood in "Fast Lane" for Steel Vengeance roller coaster. And it broke too. We waited in line for an hour and than were told it's not going to be fixed at all. You can check the park logs for July 18, to see that all 3 rollercoasters were broken for prolonged periods of time and some for the whole day. So we paid half a thousand dollars for "Fast Lane" without being able to ride a single rollercoaster in over 3 hours. And some were broken for the whole day. All of those rollercoasters are specifically listed in "Fast Lane" service that we bought. Sorry, but since park was not able to provide the service it promised - I want half a thousand dollars I paid for "Fast Line Plus" - back. It was very disappointing for kids, and very disappointing for me.

  Business response

  08/29/2024

  This Guest was contacted and assisted by a member of the Guest Experience Team. Guests with similar concerns can reach the team directly by visiting the Contact Us page of our website.

  Customer response

  08/30/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The business was not able to provide Fast Line access for 3 of its roller coasters for 3 hours. I have no use for another fast line as we will not be back any time soon. I would like a refund as bisiness was not able to provide service promised.

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

  Business response

  08/31/2024

  This Guest used their Fast Lane wristbands to ride multiple attractions before they chose to leave the park at 4:00pm. The park was open until 10:00pm on the date of their visit, and their Fast Lane wristbands were valid for the full day. Nevertheless, we have made a good faith offer which this Guest may redeem on their next visit.

• Initial Complaint

  08/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Throughout the park they have advertised that you can upgrade the single admission ticket that can be used that day for $49.99 but it does not say how to do it. I asked several employees throughout the park that day but they didn't know. I also attempted to contact them on their website but they did not respond until after I was no longer in the area.

  Business response

  09/09/2024

  This Guest was contacted and assisted by a member of our Guest Experience Team. A Single Day Ticket can be upgraded to a Season Pass at any Ticket Window. To contact our team directly, please visit the Contact Us page of our website.

  Customer response

  09/09/2024

   
  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

  08/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We were provided cedar point 5 day passes because we participated in a baseball tournament at sports force park. While in cedar point, they had signs posted saying that you could upgrade today’s ticket for a gold pass for only $49. I went to the ticket office and asked for my ticket to be upgraded to the gold pass but they wouldn’t do it. They explained that since the ticket was “free” that I couldn’t upgrade it. 1) the sign says you can upgrade todays ticket not todays paid ticket 2) we had to pay highly inflated admissions into sports force park $20/entry which was explained to us is used to provide the tickets to the coaches/players. So in a sense we do pay for the tickets with our admission into the sports force parks. I am uploading just one of the advertisements shown throughout the park which states you can upgrade ticket.

  Business response

  08/29/2024

  This Guest was contacted by a member of our Guest Experience Team. Our in-park advertisements include a notice that restrictions apply. Complimentary tickets are not eligible for the current upgrade offer. Guests can reach our team directly by visiting the Contact Us page of our website.

  Customer response

  09/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I tried contacting customer service prior to submitting complaint to BBB and only received response a week after complaint was filed. 
  

  Further I am rejecting resolution because no attempt was made to resolve complaint other than state reason why they’re still not going to uphold sale they promoted and provided a statement to contact customer support which as I already explained, I attempted to previously without response from them. 
  
  Sincerely,
  
  **** *******

• Initial Complaint

  07/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In October of 2023, I received a postcard from Cedar Point that if I renewed my season pass that I would be able to bring someone for free before October 31st. I renewed the pass on October 15th then took my daughter to Cedar Point and was not given the free pass and had to pay for her admission. I was told that I would be granted a ticket for her during the 2024 season after I spoke on the issue to customer service. During the 2024 season, Cedar Point still has not granted a free ticket for this issue nor reimbursed me. I spoke with Customer Service in June and was told no and asked to speak to a manager. No one has called me back since. I want the free ticket.

  Business response

  08/06/2024

  A member of our Guest Experience team requested additional information from this Guest on 7/31/24, We invite the Guest to reply via email or call the number provided so that we can assist further.

  Customer response

  08/12/2024

  
  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

  07/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  We had high expectations for our recent visit to Cedar Point on June 8th, 2024, as it was my son's birthday weekend. Unfortunately, the experience was marred by a traumatic and potentially long-lasting incident that occurred on the Mine Ride. As we were celebrating his special day, he suffered a 1/4 inch gash above his eye after the ride jerked his head into the metal side of the cart without any cushioning or padding. This incident not only caused him physical harm but also left him traumatized. Sadly, he has been left with an indentation that will likely be permanent. What should have been a memorable moment for him turned out to be a painful and frightening experience. The ride was extremely rough and jerky, which caused my son's head to jerk into the metal side of the cart without any cushioning or padding. He suffered a 1/4 inch gash above his eye that required either stitches or glue at the emergency room. I am writing to express my deep concern about the safety of this ride. As you can imagine, my son is now traumatized by this experience and is likely to have a permanent scar as I mentioned above. Due to the jerky and roughness of this ride, all metal surfaces ought to be cushioned or padded. This should not be able to happen. I should have been able to comfortably get on this ride resting assured that my son would be safe so as long as he was strapped in properly. Perhaps for a ride this rough, a harness should be required to prevent smaller riders from being jerked all over. Additionally, we are upset because we had purchased season passes and meal plans for this year, but considering the circumstances, we may not be able to fully enjoy them as planned. I have had to remind employees several times of what happened and we have not been asked how my son is doing. One employee even insinuated it was his fault. We believe that Cedar Point is at fault for this incident, and we think it is only fair that you take responsibility for the harm caused.

  Customer response

  07/31/2024

  Please proceed 

• Initial Complaint

  07/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On December 22, 2023, I purchased a season pass for my wife ******* *****, my daughter ****** ****** and the gold meal plan add on to *******’s pass. When they went to the park a few weeks ago the meal plan was not added to the pass so they ended up paying close to $40 for food. I sent her the receipt to take to guest services to get them to add to meal plan and she was mistreated and discriminated against. I wrote to guest services and was given the runaround and the worst service by both ****** ******* and ***** ****. All I asked is for my wife to receive what we paid for and in return we received racial profiling and negative service.

  Business response

  07/27/2024

  This Guest was previously assisted by Management at Kings Dominion. The attached email receipt has been manipulated and is not authentic. The hyperlink clearly directs to the Guest's 2022 Dining Plan order. This Guest has not purchased a 2024 Dining Plan.

  Customer response

  07/29/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  7/2024 I paid approximately $1100-$1200 which would include parking, park admissions for 4 guests and 4 speed plus pass. One of the four guests had an altercation with rude staffing personnel and was unfortunately ejected despite the staff people being at fault. The staff were not held accountable for their actions. The steel vengeance in combination with several main attractions were down for several intervals throughout the day. At the time of visit at the park we were informed via guest services that we would be refunded in entirety. Instead rather than any form of compensation or refund just escalated emails with denials and no real justification. I am requesting the full refund for the purchased speed passes secondary to alot of main attractions being out of service and the unfortunate event of having to exit the park well before hours of close. Im requesting a minimum of $720 be refunded to my account as previously agreed during visit.

  Business response

  07/30/2024

  This Guest was previously contacted by a member of the Management Team. Members of their party violated our Guest Code of Conduct and were ejected from the park. Guest safety and comfort are our top priorities; therefore, we do not make exceptions to our refund policy when Guests break park rules.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  So we checked into the the castaway bay resort in sandusky ohio on July 9 when checked in we received a room that smelled like paint do to them paining in the hallway. The smell of the paint instantly gave everyone a head ache. Called the front desk and was given another room. The room that we where given was ok till we where not able to take showers do to the mold in the shower and in the wall base at that point we just kept the door closed to the bathroom. We planned a family vacation that we where told they offered day passes for the water park and then was told they don't it didn't seem like anyone there was on the same page about anything the trip turned into more of a stress the anyone having fun with waiting for another room and not using the bathroom because of the mold.

  Business response

  08/01/2024

  A member of the Castaway Bay Management Team has called and left voicemails for this Guest. We invite the Guest to reach back out so that we can assist further. Guests can reach us directly by visiting the "Contact Us" page of our website.

  Customer response

  08/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  07/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased premium all day dining for $50.08 under ************************* pass. It says a meal + side OR snack every 90 minutes at participating locations. After using it for one meal, I attempted (over 90 minutes later) to use it to purchase a snack (funnel cake) at a participating location and was told a funnel cake is not a snack - only soft serve is a snack. It is not listed ANYWHERE at the location what is and isn't a snack. I called customer service - I spoke to one person and a supervisor (****) who could not tell me what snack were included. **** confidently told me ALL of that info was available online but when I went to the stated location it was not listed what was considered a snack. **** told me 2 other supervisors were looking into it (so apparently the info isn't that easy to find on the site) and then stated that I should have been able to use it for a funnel cake at Beaches and Cream. I told her I thought even she didn't know the right answer because obviously I couldn't use it for funnel cake when I was there. I again told her that they said I could only use it for soft serve. She even told me she couldn't see where I attempted to use the pass. I stated that she wouldn't see an attempt because the park staff wouldn't use the plan for the funnel cake. THEN she claimed what she'd actually told me was that I could have used it for soft serve which was a flat out lie. 25 minutes and $50 wasted. If it takes that many people who work there to figure out what is a snack, how is a customer supposed to know. It's taking advantage of people with kids, waiting in long lines who will just pay again.

  Business response

  07/16/2024

  This guest was contacted and assisted by a member of our Guest Experience Team. For information on participating locations and menu items, guests can download our Dining Plan Guide from the Dining page of our website.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had an artist draw my husband and I pic on his bday it was awful. ***** services agreed. When we filed a complaint in guest service ***** and ***** found it to be a joke because we wanted compensation and they lied about compensating our money after speaking with their supervisor who told them we were getting a reimbursement. They wrote his name down on a card and handed it to me. Three weeks later after being told we would receive a refund there was no refund. Spoke with another young lady who said they cant do refunds only they could and that she would help. On my husbands bday we stood at guest service for over an hour. Also earlier that day a family member gave us four fast pass tickets and we were treated as if we were scammers they pushed us to the back made us wait and then called higher authority. When they found out 30 minutes later that they were legit we were finally able to ride ofc we were waiting and very embarrassed. No apologies were given. This was not a good experience on my husbands bday. We would like some compensation as we will be returning for a better experience next week to make up for his bday. Maybe some fast pass. I have more names and details when I am contacted ,it is so much to write . I have supervisors name and other info. Pics of our fast pass ticket . Again how we treated and lied to was unacceptable. I am a season pass holder and this isnt cool. I can be reached **********.

  Business response

  07/03/2024

  Our third-party art vendor has been in contact with this guest regarding her drawing. A member of our Guest Experience Team has reached out to this guest requesting additional information about her Fast Lane experience.

*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. ↩