Complaints

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:10/29/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 would like a full refund due to inclimate weather. My son is 6 years old and has autism should not have to be in the cold rainy weather. I would like a full refund. They charged me for a service that was never provided.

• Initial Complaint

  Date:10/18/2023

  Type:Sales and Advertising 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 purchased tickets to Dorney Park to attend a ********** District Day. This was an event for the ** ************** and included parking, admission and a catered meal. The ticket also Included a provision for a second admission for all tickets redeemed that day during the 2023 season. the original e tickets were used 7/23/2023 and we tried to use the tickets again on September 30th and were advised they were not able to be used as they did not show as being scanned on 7/23/2023. This is incorrect as 4 of us used the 4 tickets and obtained wristbands for the catered lunch. I called 10/18/2023 and spoke with **** in Customer service. She said one ticket showed it was scanned (ticket #********************). I only want the 4 admissions we were told we were entitled to with the purchase of the tickets for use on 7/23/2023.

  Business Response

  Date: 10/26/2023

  I will reach out directly to guest. 

• Initial Complaint

  Date:10/13/2023

  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.

  On Sunday, October 8 I purchased passes for my two 16 1/2 year olds to attend the Haunt at Dorney. There was an advertisement on the website that if I purchased season passes, they could use them this year for the Haunt. The main reason I went on the website was for the girls to go that evening to the Haunt. Upon agreeing to the terms I read there was a chaperone policy for anyone under 15. The policy stated all guest 15 and younger require a 21 year old with a state issue ID. I’ll attach copies. My daughters 16 1/2 had their ID on their phone along with their digital season pass and ***** Pay on phone since the park is cashless and there is a strict bag policy. This makes it difficult for people to carry items without losing them. I didn’t allow my girls to take their IDs due to possibility of losing them. The policy never stated anyone 16 and older needed a state issue ID. The company is refusing to respond to this complaint. I requested my money back due to not being able to gain access to the park due to the false claim of a policy they do not have stated on their website. I emailed customer service because when I called the park that evening I was directed to fill out a request online. You can’t speak to a person via the phone that can assist with this. The one and only email response refused reimbursement. I provided evidence from their website about their policies and they have ignored them. I will upload all proof of said policy they kept referring to as the girls tried to enter the park. This is fraud and not ethical business practices. They were denying people left and right as I tried to explain to security Dorney’s written chaperone policy. The security was arrogant and referred to the QR code on a sign that referred to chaperone policy that I will attach. 

  Business Response

  Date: 10/26/2023

  **************- 

  I am sorry to hear about the issues your family had trying to visit the Park. ******* from admissions will be reaching out to you at the email address provided to the Park when you submitted a comment on the Dorney Park website. 

  If you do not hear from her by Friday, October 27, 2023, end of day please email me (I am not in the office this weekend) *************@dorneypark.com. 

  Thank you for giving us the opportunity to regain your business. 

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

  Administrative Assistant

  Customer Answer

  Date: 11/01/2023

  
  
  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.  They refused to give back my money as requested, however offered meal plans as a compensation. This business only responded to me after the BBB reached out and that is disappointing that customers have to go to this extreme to get a response. I appreciate your assistance in this matter.  
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:08/16/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  The park closed earlier than was said originally on the website, the employees were rude, and I was not able to ride any of the amusement park rides. I spent a total of 400 dollars and more if you include the hotel parking and gas it took to get up there. I was my birthday and this whole experience ruined my day. If somebody asks me if I recommend this park I will tell them to stay clear. I will report my experience to the better business borough. All I wanted to get was a compensation for my experience and was again treated horribly and gaslit when the website clearly said it closes at 10:30 pm it closed at 9. The park was unorganized the signs were poorly placed as well. Fast pass was purchased but was never fully used because of the time and the availability to use it on the rides. The food there was very little available. The ones that were wanted were closed and no signs were visible that they were closed. I had to ask and when I did I was given attitude and was told its been closed for years. Why have it there? It just gives confusion and is not worth the money paid to get in park. The locker station was extremely disgusting and not well kept at all. I saw band aids dirty cups among other. The park was also not well kept. I did not feel safe walking barefoot even when they do not allow shoes on rides. The front gate we were rudely introduced to the park. I did not know the fast pass didnt include the tickets and I was never told. Then we tried to go to the hydra and we were visibly seen but ignored for at least 10 minutes, thats when we were told the park was closing early. So we tried to go to guest services and see if we could have compensation and nothing was solved we were told that the people that were mentioned would be talked to but that is it. Not even a full apology. I was not able to ride the rides advertised and I spent money but was only able to ride 5 of the rides.

• Initial Complaint

  Date:07/03/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  06/30/23 My 12 yr old son was physically assaulted by security officer ******** My son was not harming anyone, disrespecting anyone, he was not violating any of Dorneys code of conduct, he was literally twirling a bag around his wrist. The security officer walked up behind my son grabbing him by his neck shoulder and hoodie and proceeded to forcefully push him out the park. I questioned the officers actions, he had no valid reason to have put his hands on my child,he also admitted to not asking any questions prior to grabbing him. Myself and SO ******* had a verbal altercation about the situation, i tried to contact someone at Dorney regarding the abuse, everyone advised to just send an email. 7/2/23 My son goes back to the park, he notices the same officers from the other night but thinks nothing of it. He was proceeding to walk to the other side of the park crossing the trolly tracks (as ppl do all day) there were no lights on, no gates up when he crossed, as he got on the tracks the 1st announcement came on to move off the tracks, he then proceeded to run to get off the tracks. The security guard brought him in a room, called me. Initially they were letting him go back in the park. Security Officer ******* then walked in the room, he looked at my son and laughed in his face. I then received a call that my son was banned for a year. This is a blatant indication of discrimination and physical abuse to a minor.

• Initial Complaint

  Date:06/13/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 came to the park as part of his school field trip on 6/12/23. On his way in to the park, he state that the security confiscated everybody speaker with varying size from a palm size to book size speaker. He state that the security did not give a proper explanation to why other that you cant bring it in and it has to be confiscated. What made it worse, the items that was confiscated was not return at the end of their trip. I check the park's list that is not allowed to bring in and other that the obvious item like knife, liquor and other stuff, no mention of speaker. I tried to fill a complain but the only number they have is customer service which is no help and was only refer to emailing the company which hopefully gets to the proper depart and not ignored. I don't think this is right and I see it as plain stealing. Wish me luck and I wish Dorney Park will make it right, Not just for me but for everybody else.

• Initial Complaint

  Date:05/03/2023

  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.

  I purchased a season and meal pass for my son in 2022 for the upcoming season. At the time of purchase, the entry rules allowed my son to use his pass at any time through the operating season without restriction. In April of 2023, Dorney Park changed their policy to restrict use without an additional ticket purchase for a chaperone which is not what I agreed to at the time of my purchase. I am requesting a full refund since the policy change will not allow us to use the purchased passes. Dorney Park management has been difficult to reach and has ignored my outreach to discuss this matter. I simply want a refund because they changed the rules that I agreed to last year. Thank you for your help in this matter.

  Business Response

  Date: 05/26/2023

  In response to the complaint submitted by ******************* and her request for a refund, Dorney Parks position is to stay with our no refund policy.
  ******************** has spoken with several individuals here at the property and what has been explained to her is a few things:
  When she purchased her sons pass the Terms and Conditions, which she signed, specifically states that we can and many change policies and rules at any time. I have included and highlighted the section in the attached paperwork.
  That at no point has Dorney Park ever encouraged or advertised that minors are to be left unattended here and that it has always been a policy that many of our rides that a Supervising companion is needed. (Per **** Standards)
  The policy is not intended to increase our revenue to force the purchase of tickets. I explained to ******************** that we know that this policy actually decreases our ticket sales. (This policy rolled out to two of our properties in October of 22 and did decrease their sales)
  At no time are we telling her we are not enforcing the policy, we explained how it was to be enforced.
  The decision to not refund her money was based on ** ********* statements of “my son’s friends decided not to buy passes, so he had no one to go with” and that “he never comes before 4pm”. 
  I do not feel that either of these reasons are valid and I even researched her sons entries from 2022 and her statement is not factual.****** came last season 8 total times; our system date and time stamps each entry, 5 of the 8 times were before 4pm.
  ** ******* was offered a compromise of refunding her sons meal plan which is half of the cost and she refused it. In addition, she has already disputed this charge with her Credit card company so if they decide she is owed a refund, then she would receive it through the dispute process already is motion.
  Thank you for your time in this matter, if you need any more information, please feel free to contact me.
  Sincerely,
  *******************************
  Director of Park Operations

  Customer Answer

  Date: 05/31/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  Despite the response and the reliance on the contract law that is referred to, I am not satisfied with the answer. Further knowing that they went as far as to review my son's entries to the park in the previous year I am doubly concerned that he may be personally targeted due to this policy change should he attend the park. The precedent from last year does not reflect our current situation and is irrelevant.

  The response also "cherry picked" items from our verbal discussion which are factors, but not the main reason, for the refund request. We are still unable to comply with the chaperone policy of having a 21 year old individual paying full price inside the park after 4pm.

  I had hoped that Cedar Fair management could come up with a solution such as a non-rider pass at a discounted price so that we could be accommodated, however that is clearly not something they are willing to consider. 

  While I understand that I will not get the resolution I desire, clearly keeping the revenue is more important than customer relations to Cedar Fair, I still believe this was a "bait and switch" that should have been resolved with the first outreach regarding my concern.

  I am extremely disappointed and surprised by how much effort was put forth to ensure that I would not get my funds back when other avenues (such as a simple refund as an exception) could have been explored. 

  Regards,
  
  *********************************

• Initial Complaint

  Date:09/06/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 Sunday September 4th approximately 5:30pm my family and I were inside Dorney Park & Wild water Kingdom. We were just finishing up our second day pass we purchased online for our vacation. Was about to leave the park ,and I walk ahead not realizing my family was not right behind me they were still at booth paying for souvenir outside. Now realizing I saw them walking down towards gift shop,I was still inside the park by entrance and started walking towards them. Was abruptly stopped by Security Guard and questioned where my ticket was,I then said I was still in park was about to leave and my family and I got split up and they have my phone and all belongings on them I had nothing on me at that time .I explained to the security personnel person he was rude and obnoxious towards me and kept raising his voice saying I need your ticket to let u back in.I then explain we had went out of the park earlier to car and they gave us a paper ticket which we used to get back in prior and when we re entered we asked at gate if we needed to hold onto them cause we were going in water park they said no so we tossed them away thinking we were good for rest of day till we left.This young gentlemen insisted I wait outside of gate for my family which had no idea I was there now and I had no way for them to contact me .I then said I have to go in there to the gift shop and get them so we can leave ,he then said no your not ,and was coming towards me like he was going to do something,I moved away and kept walking ahead and he then said I'm gonna get my my Supervisor after you. My fiance was very upset as well as his daughter ,as to the way he was speaking rudely and make threats of getting security involved and again Supervisor . I was mortified being embarrassed in front of other people and being accused of trying to sneak in park when I was already inside and hadn't exited park yet.I then came back to gate with my parking pass and he laughed at me and said have a good day!

• Initial Complaint

  Date:07/25/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Hello, On July 23, 2022, myself along with a group of almost 30 visited Dorney Park & Wildwater Kingdom. We were racially discriminated against when entering the park trying to park in the lot. We had to move our vehicles twice which followed with racist remarks being made by an employee. I then arrived at Guest Services to pick up my group tickets and request accommodation passes. I was then told my child needed to be "evaluated" following with questions pertaining to what type of disability the children in my party have. Moving forward, we finally entered the park and went to the Wave Pool. The kids were able to enjoy about 45 minutes before they had to get out. None of the lifeguards were able to tell us why we had to get out the water. We sat outside the Wave Pool for over an hour while and watched no maintenance be done to get the eyelashes, ear plugs or even the life jackets out the water. While waiting we decided to get drinks. The machines were empty. No ice for water, no soda or juice to drink. This is happening on a day where the temp was over 95 degrees. Next came a guest throwing food in my child's face. Security did nothing at all to rectify the situation. That's called assault on a minor. Lastly, being that none of the ride operators knew what the accommodations pass was for or how to use it the kids were unable to get on any rides. I was able to locate a park supervisor who was able to help get us on the Tilt A Whirl Swing. The ride operator never came to ensure we were safely secured before starting the ride. Patrons behind me screaming for the attendant to not start the ride because we were not belted in. We flew around in the air for almost 5 minutes. Since the incident has happened I've contacted the park directly and spoke to a few supervisors who have done nothing but take my call as feedback. Telling me they're going to release the call because they've provided all the resolution the can is disgustingly ridiculous.

• Initial Complaint

  Date:07/13/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 June 23, They randomly closed the park at 4 pm with no weather conditions without any transparent explanation to customers. Communication was horrendous. Rumor is the park was so slow that day they decided to close early. We arrived at 2 pm so clearly didnt receive anything close to fair value for our purchase. Only after pressing, we were told our tickets would be honored on future week day but must be before Sept 1. We are not interested in having to pay for gas(which is highly costly now) and parking for a return visit given there is no guarantee they won't whimsically close early again. We would rather have a full refund which gives us the flexibility to choose a return date of our choice and doesn't lock us into incurring further expenses such as gas and parking which we already spent once. order# ********