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:12/28/2023

  Type:Sales and Advertising 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 ordered tickets on 3/31 from a group fundraiser. The tickets were lost in my email (probably spam). I forgot about the order and called on 11/25 and had the tickets reissued to me. In doing so, the person I spoke to told me I had until 12/31 to use the tickets. As we were ready to go the park this week, I opened the tickets to find out there was an expiration date on them as 9/10/23 as I purchased summer tickets. I did not realize the tickets expired.

  Business Response

  Date: 12/29/2023

  Hello, 

  Guest will be contacted today and offered an extension. 

  Customer Answer

  Date: 12/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:12/11/2023

  Type:Sales and Advertising 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.

  Canceled my auto renewal and was still charged for season passes. Then I call and they say they can't refund the money. So they said it was canceled that I wouldn't be charged again. Than I was charged again the next month. Call again and I get the same run around. Can't refund my money even though I canceled it twice. Had to cancel my card just so they don't do it a third time. This is bad business.

  Business Response

  Date: 12/11/2023

  Hello, 

  Will be in contact with guest through our Security Team due to threatening messages sent to our Contact Us. 

  Customer Answer

  Date: 12/21/2023

  Hershey refunded ll the money that was taken. Not sure if BBB had anything to do with it. But everything has been taken care of. Thanks.

• Initial Complaint

  Date:12/05/2023

  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 placed an order for 3 hersheypark season passes. I was charged and received the attached confirmation web page. I signed up for the 10 month payment plan. I never received my hersheypark passes nor did I receive an email. When I logged into the website it said that I have no passes. I called customer support and they advised me that the charge was pending and the purchase shouldn't go through since they can't pull up any information on the provided confirmation number. 2 days later now the charge is completed and no longer pending. I purchased new season tickets which went up a little in price but I still don't have my refund for the original purchase and I'm worried I'm going to continue to get charged every month for the next 9 months the same $120.06 since the payment went through and I signed up for a payment plan. If i continue to get charged that will end up $1200.60 for an extra product/service I dont have. They said it could take up to additional week for the finance team to get back to me. Original order was placed Friday December 1st 2023, replacement order was place Sunday December 3rd.

  Business Response

  Date: 12/05/2023

  Hello, 

   

  The park received this concern on 12-3-2023. We are currently working with our Finance Department to investigate all charges. 

• Initial Complaint

  Date:10/22/2023

  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 daughter, niece  who has austism, sister and brother-in-law and I visited Hershey Park on 10/21/23 to celebrate my nieces 21st birthday. Her wish was to attend the Dark Nights event. When when got to the park shortly after 6pm we focused on getting to the haunted houses. It took us almost 45 minutes to be directed to the Coal Miner haunted house where we waited for 90 minutes. Of the four staff we encountered none could effectively direct us to the haunted house which we circled at least twice from above (passing the Comet ride). There should have been clearer signs directing customers to the Dark Nights festivities The only other ride we got on was the Comet. Why charge customers those prices, plus parking for two cars for an experience where we could not fully help my niece celebrate her birthday? After Dark starts at 6pm and there is no way to enjoy the event with the amount of people visiting the park. All the haunted houses had over sixty-minute wait times (some ninety minutes). Even the rides that were supposed to be part of the experience had long wait times. Hershey Park should inform customers that they may not be able to participate in most After Dark /Dark Nights activities. As a family we could have spent our time and money elsewhere. Very disappointing because we have been to Hershey Park on other occasions and did not have this experience.

  Business Response

  Date: 10/23/2023

  Hello, 

  Guest will be contacted and offered complimentary tickets good through the 2024 season for a (1) time visit for each ticket purchased. This will be offered in the next 48 hours. 

  Customer Answer

  Date: 10/23/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,

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

• Initial Complaint

  Date:10/08/2023

  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.

  Hello I found it hard to write this as my family has always loved hershey from back when my parents took my brother & I. I am continuing the tradition with my own family of 4 now. Some of my best memories were made spending time at the Hershey resorts and park with my family when I was growing up but I have to reach out, I know you will understand. We have been going through a tough time but still wanted to bring our little trick or treaters to Halloween. This year we needed to opt for the cheaper night pass as it made the trip more affordable. As the kids were so excited and as parents its a feeling you just love- hershey has that quality- almost like ******* vision continues. It pains me to say that my visit on the 7th of October was one of my worse. When we arrived at 6:30 pm we noticed very few rides open for my small children. We werent aware there would be limited rides, they kind of opened and closed randomly. I spoke with some employees and they told me the park was under staffed tonight. They said it causes the same stresses for them. I understand of course but when we got to the trick or treat section & saw it closed at 8pm (we did not know this) & had to tell our kids to their tears, it was hard. I wasnt aware of the trick or treat section closing early on a Saturday in October. My kids got to ride only a few rides and that was the extent of their big Halloween treat. Most of the kid rides were closed (& if your staffing was short I can understand that you would want the staff at the larger attractions) but it made for a really sad night for my family. I know we didn't spend a fortune just the night tickets, some food & stuffed animals but is there any way due to this staffing, lack of smaller attractions open & trick or treat hours we could get return vouchers? I don't think we could return this year but just would appreciate anything you could do. If you could see the joy on my sons face with his new chocolate man toy, priceless!

  Business Response

  Date: 10/09/2023

  Hello, 

  Guest was contacted and offered compensation. 

  Customer Answer

  Date: 10/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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 would like to thank HERCO for being sure my time spent with them was sweet. 

  Regards,

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

• Initial Complaint

  Date:09/29/2023

  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 September 27th I went to the Hershey park stadium for a concert event to see the *** *** ****** *******.The stadium security staffs attitudes were highly unexceptable they were bullying people to the point people were throwing there pocketbooks in the trash demanding them to walk back to there cars to put belongings in they were telling people such as myself that they don’t have time for this.me and my daughter had to walk back to the vehicle to drop off her bag then walk back upon entering the stadium there were plastic flooring that people as per myself were tripping over unsanitary filthy fold chairs that looked like they weren’t cleaned in years.with rust all over them.no medical staff present in the venue at all unsafe practices godforbid someone passed out it would take hours for someone to get to them or if someone choked being a medical professional myself this was appalling to witness.upon leaving the concert there were no staff direction people were pushing eachother threw the exits almost getting trampled there was lack of staff extremely unprofessional and rude staff I’m sorry Hershey stadium did not have enough to keep that venue safe and fully staffed properly it was my daughters 14th birthday and it had to be ruined because of unprofessional and rude staff members filthy chairs plastic flooring everyone was tripping on a no medical staff in sight im disgusted on the safety measures that the stadium failed to take.I’m asking a call back and resolution to his and upon leaving the stadium it took 2 hours to get out again lack of direction because there was no staff direction. I’m asking a resolution it’s unfair.

  Business Response

  Date: 09/30/2023

  Thank you for speaking with our a member of our team today. We hope to see you again at Hersherypark!

  Business Response

  Date: 09/30/2023

  Guest was contacted and agreement was formulated. 

  Customer Answer

  Date: 10/05/2023

  [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:I received a call on Saturday September 30th at 1:45pm from a lady name ******** she was from the security team she and I had a discussion regarding the complaint and what had taken place she offered us Hershey park tickets for our troubles and she told me she was going to reach out to the merchandise area as well to see what she could do since my daughters birthday was ruined because all that had happened at the stadium. She said she would send an email to me in which had the tickets attached to it she never compiled in which she was promised to do. But later that evening I spoke to my husband and he told me absolutely not were not going to except a one day ticket to Hershey they should be ashamed of themselves for such offerings my husband and I are asking 2 season passes to the park and one day pass so 3 all together my husband also said he would like for them then to honor a little more than what the offer originally was. And now security is failing to honor what was spoken about or anything they have not been responsive in which was a promised offer. We received no emails or no phone call touching base. I did call and leave numerous messages for ******** as well.And her teammate took a message twice for her her name is ***********.that’s why I’m declining the business response. 
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 10/06/2023

  Hello, 

  Guest will be contacted by Hersheypark again to discuss the options previously offered. 

• Initial Complaint

  Date:06/23/2023

  Type:Billing 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.

  We visited Hershey Park on Saturday June 17, 2023 with some of my grandsons hockey team that were in PA for a national hockey tournamet. The players we went with only paid 60 dollars and as you can see on the receipt we were charged over 100 dollars more. That is so upsetting and very unfair. There is no way we should have paid more and we were treated terribly. I will be looking forward to getting a refund, not gift certificates as we do not live near Hershey or plan on going back anytime soon. Thank you. ****

  Business Response

  Date: 07/06/2023

  Called guest and discussed online rate and walkup rate pricing. Guest was sold the proper ticket for a walkup order. 

• Initial Complaint

  Date:06/17/2023

  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.

  The events took place on 06/17/2023. I purchased three all day admission passes and two all day dining and drinks passes and a parking pass. We arrived to the park around 10:30am and began walking around as this was all our first time going to the park. We got on two rides when my fiancé nose began to bleed heavily I performed first aid as I’m certified and the bleeding pursued for 15 mins heavy before I could get it to clot. After getting it to clot we decided he should go to urgent care/ER. I ran ahead to guest services to see if we could get our passes moved to another day due to his illness. I was then told he had to see their first aid to see if it was serious enough to get the tickets moved. I wanted him to see a doctor not receive 1st aid again. I had to leave as I needed to get him to real medical attention. I didn’t want a refund for anything just to move the date. They would not compromise or try and help the situation. The manger even walked away while she left the girl to help me but she was confused as to what to do as well. I am disgusted that they don’t put their customers safety at #1. Instead they check boxes to see if his illness rose to the occasion. Not once did they ask if he was okay or in need of assistance just spoke in circles and seemed they didn’t know what the actual policy was. I will have the medical documents to prove we did go to the doctors once he is done being seen today.

  Business Response

  Date: 06/24/2023

  Security Leadership contacted ******* and discussed her concerns.  We have invited her pack to the park and look forward to seeing her soon!

• Initial Complaint

  Date:06/02/2023

  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.

  Our family purchased 6 season passes which included 2 king passes. The intention was for my wife to have a king pass (*******************************) and our daughter (***************************). However, during the purchase process despite our belief that we correctly assigned it to ******* the one King Pass was assigned to me. This is a issue for us because my work will not allow me to join my family as often as they go so there is zero benefit for me to have the pass. This problem was discovered yesterday while at the Smokehouse food stand when we attempted to get drinks. The employees at the stand said they have seen this before and that guest services can switch it to the correct person which would completely fix the proble. As we were leaving the park we visited guest services and were told something completely different and that we needed to purchase another king pass which is completely ridiculous. I honestly believe that there was some sort of error with the online pass ordering originally but that's not anything I can prove or disprove so it really just boils down to our desire to see Hershey Park do the right thing. They aren't losing any money nor are we asking for any money. Just make the change we're requesting and then everyone continues to be happy. We were told this could be done without a problem and now we're finding that less true and Hershey asking for more money. It is not a good look. We have been loyal season pass holders for multiple years. There is no reason we need to be Hershey Park Sad when as simple change keeps everyone Hershey Park happy.

  Business Response

  Date: 06/05/2023

  Guest Experience Leadership contacted ***** to discuss his concern.  Based on the terms and conditions of the products that the Guest purchased and redeemed, our initial response was to decline the Guest's request.  However, upon further review of the request and correspondence with *****, we were able to come to an agreement that was satisfactory for ***** and his family.  We look forward to seeing ***** and his family back at the park soon!

• Initial Complaint

  Date:05/27/2023

  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.

  II bought a season pass for HersheyPark, which was advertised to include an "Appreciation Bag." My daughter used her complimentary pass that came with her season pass to bring me along so we could both receive the promised "Appreciation Bag." After waiting in line for about an hour, we were informed by *** that my daughter needed to pay a significant additional amount to obtain the supposed "Appreciation Bag." This was disappointing as it was presented as a benefit of having a season pass. I have made multiple attempts to contact Hershey's customer service, but I have yet to receive a satisfactory response regarding their misleading advertising and deceptive tactics involving a minor.

  Business Response

  Date: 06/10/2023

  Guest Experience Leadership reached out to **************** to apologize for the misunderstanding and have extended the offer to invite him back to the park for another visit.  **************** was contacted on two (2) occasions without response, but his offer will be documented, and we hope that he will come back to visit with his family again soon!