ComplaintsforSix Flags Corporate Office

• Initial Complaint

  09/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a six flags legacy membership which I have has since 2016. I pay 8.54 each month for this membership which includes two passes. Beginning in June of this year I began being charged ***** for this membership. I didnt notice till August and assumed it was a mistake. I reached out for an accounting of my membership and received an email on 8/19/2024 stating the memberships I have and the price of 8.54. When I reached out to six flags it took many emails and calls just to get any kind of response. When they finally responded they said they are entitled to increase prices however they want and I should have received an email. When I sent a response saying that a price increase requires them to notify me and I have received no such notification I attached the email that showed my membership still listed as costing 8.54. They have still not gotten back to me about the issue.

  Business response

  09/29/2024

  We have received and issued a response to the guest letting them know we have provided all of the information they had requested regarding any increase in pricing to there account. 

  Customer response

  09/30/2024

  Complaint: 22342900
  
  I am rejecting this response because:

  although six flags did finally reach out to me their response was insufficient. They claim an email had been previously sent to me before the increase without any proof and no email was ever received by me. I have told them in no uncertain terms many times now that I never received any communication until I issued a complaint. As is stated in their own policy they are required to let me know prior to taking any additional funds from my account of their intent to do so. Furthermore they never addressed the additional email they sent me with an accounting of my membership still showing the $8.54 price as of 8-19 even though they issued the price increase in June. 
  
  Regards,
  
  ******** ********

  Business response

  10/02/2024

  We have reviewed and issued a response to the guest regarding the email they where sent according to their agreement. We also addressed the amount the guest said they received that showed what the guest originally paid for there membership when they purchased. 

• Initial Complaint

  09/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 9/1/2024 my children(ages 2-17), father, and I were walking the designated path that takes you from the hotel to the theme park. At this time we noticed 2 six flags employees on an embankment across the street from the pathway (sidewalk) that takes you to the park. The female employee then started screaming "Help me, I need help help me" As I began running toward her to assist the male employee began running in the opposite direction fixing his pants. When I told him to stop he was not leaving and started picking the female employee up from the ground who was significantly younger than him. My eldest son and father were also able to intervene and assist with not allowing the male employee to leave the scene. At this point, I started shouting for other on-lookers to go inside for help. After about 10 minutes of another lady going for help, hotel management finally came out. In the time waiting my 12-year-old son had already called 911 and the sheriff was dispatched. My father then found a pipe containing some type of substance we can conclude was drugs because the girl began vomiting everywhere. When Six Flags security finally arrived they asked what we wanted to see done and were upset we called the authorities. We wanted to see the man held accountable for attacking the girl, or maybe both accountable for having drugs on the grounds of a family establishment. Needless to say in total we spent about an hour and a half dealing with the situation and sheriff's office. My children have since been traumatized and my trip was severely impacted. I have made multiple attempts to contact the property and corporate office and no one has gotten back to me. Incidents such as these must not be uncommon for the establishment because the lack of shock outrage and empathy toward what my kids have witnessed has not gone unnoticed. It is my hope the company will refund my money so my kids can have the experience I thought I was paying for elsewhere.

  Business response

  09/26/2024

  The guest is currently working with the park to reach a resolution. 

  Customer response

  09/27/2024

  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.
  
  Regards,
  
  ****** ********

• Initial Complaint

  09/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I tried to contact Six Flags directly, but requesting contact online takes you through a bunch of prompts and never gives an option to contact by phone, email, etc. My daughter and her 4 friends went to Six Flags in ********* on 09.21.2024 and they were denied entry because they are 15. My husband had dropped them off as we have done several times over this past year. My husband ended up having to turn around to go back to the park, pay for parking, and buy a ticket so the girls could get in. When we bought the pass this year, we did not renew the adult pass because as a sophomore in high school she is mature enough to go on her own. Six Flags sold a single pass to a minor and then apparently changed the requirements on entry to the park mid-season. While they have every right to enforce rules for their park, if it affects the ability to gain access with a pass you have already paid for then a refund should be offered. I am requesting a refund for the 3 months left on the pass since my daughter will not be able to go on her own. I also believe a refund should be issued for the parking and the entry fee for my husband. He did not get on any rides and basically followed them around and sat while they rode rides. My daughters name is ***** **** and her season pass number is *******************. Please ensure her pass is cancelled.

  Business response

  09/25/2024

  We have issued a response separately to the guest regarding the Company Policy. 

  Customer response

  09/30/2024

  Complaint: ********
  
  I am rejecting this response because:  The response I received is below and the email was obviously a canned response that did not address my complaint, the email just sent the policy.  The point of the complaint and request for a refund of the unused portion of the pass was due to the policy changing after the pass was purchased.  

   

  On behalf of the Six Flags Corporate ************************** Team, we greatly appreciate you taking the time to provide us with your feedback regarding your recent experience to our park.
  
  In your BBB Complaint ********, you noted an overall negative experience with your recent visit to the park. We do appoligiese we are unable to issue a refund for past or fure payments towards your account. The chaparone policy states that all guests aged 15 or younger must be acomopnied by a shaparont 21+ to be admisstd to, or remain in the park after 5pm.
  The chaperone must present a valid government-issued photo identification with date of birth at ticket entry. One (1) chaperone may accompany no more than ten (10) guests ages 15 or younger per day. In addition, the chaperone must accompany their party during entry, remain inside the park during their visit, and be available by phone throughout their stay. Guests ages 15 years old or younger who are found inside the park unaccompanied by a chaperone will be subject to ejection. This chaperone requirement applies to all Six Flags Over Texas ticket and season passholders.
  We believe these changes will help ensure that Six Flags Over Texas continues to have a positive atmosphere where generations of families and friends can gather for a day of safe fun and good food. Millions of guests have counted on us for exactly that, and we will continue to deliver on that promise for generations to come.Our sincerest apologies for any confusion or inconvenience this may have caused. 
  
  Regards,
  
  ***** *****

  Business response

  10/02/2024

  We have responded separately and issued a response. 

  Business response

  10/09/2024

  We have responded and offered a resolution to the guest.

  Customer response

  10/11/2024

  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.
  
  Regards,
  
  ***** *****

• Initial Complaint

  09/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  9/22/24 we bought pass holder only passes for the haunted attractions for fright fest, none of the houses that were on the ticket were open. We were told oh, its a preview weekend, but no where in the park or on the passes was that stated. Some were closed because they havent even worked out permits with the local officials yet. This is false advertising at its finest. They refused to give me a refund even though they advertised something not available. **************** didnt care, just kept with the no refund policy.

  Business response

  09/25/2024

  We have reviewed the guests concern, responded separately and have provided a resolution. 

• Initial Complaint

  09/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased tickets online for the park. When I arrived at the park, I wasn't allowed in with the online tickets. The manager said they had been canceled, and I needed to buy new ones at the entrance. He also told me I would simply get a refund for the online order. To do that, I had to call online support, which I did. But for more than two weeks now, they have been ignoring my requests. They keep saying they will call me back, but they never do.I have contacted the company more than ******************************************* fact, they have stolen my money.

  Business response

  09/25/2024

  We have reached out and provided a response separately.  

  Customer response

  09/30/2024

  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.

  Thank you. 
  
  Regards,
  Larysa Cherneha

• Initial Complaint

  09/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased fright fest tickets and the tickets were date specific. When I arrived to the park with my 4 other guests, they give us another paper ticket for a future date for fright fest because they werent ready. I traveled over and hour an half to get here. I have medical issues and I dont want to come back for a date specific event. Its not my fault they werent ready. If I didnt make it on this day they would not have refunded my money. So I would have to pay for parking again, gas again, and possible entry to the park again for another day. I wanted my money back and they would not give it at the park. The person was rude at customer service and when I called ********************** they said they would not give me a refund. How can you take peoples money and expect them to come back on another day. I dont live around here.

  Business response

  09/24/2024

  We have responded and reached out to the guest separately. 

• Initial Complaint

  09/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I puchased a DIAMOND Season pass on 07/24/24. When I arrived to the park, I was required to pay for myself, and my two ********s, ages 9 and 11. My 3rd ******** was 1yrs. old at the time of visit. If you pay close attention to the times (3:31 pm until 4:00 p.m.), I stood at the registration desk arguing with an employee, I believe whose name was *****. He was an older white gentlemen who was extremely rude and totally embarrassed me in front of guests, but moreso my ********'s. 1) I was informed at the gate I had unknowingly purchased a ticket for another park and I had to go to that particular park to activate my season pass. Please note, this information is not made clear at time of purchase and the website states the diamond pass provides "unlimited access to ALL Six Flags Theme Parks and Water Parks. 2) The diamond pass includes other certain amenities which I was not and have not been able to access, 3) parking is one of the amenities advertised, however I had to pay to park and only one lane was operable. It is needless to tell you how long the line was for ONE OPEN LANE. In summary, I ended up having to pay for my self TWICE (***** for pass purchase AND $52.00 at the gate, $30 to park (which did not include preferred parking as advertised and paid for) nor any of the other amenitites which we advertised and paid for, $52.00 for one child and $31.19 for the other. In short I was able to use the pass option to get a reduced rate for latter discounted ticket, BUT NOT ABLE TO ACTIVATE IT IN GURNEE? That makes no sense, and again this was not made clear on your website. In closing, after attending ** since it's origination, I wanted to share this experience with my grandchildren. THIS WAS AN ABSOLUTELY HORRIBLE EXPERIENCE!!! I spent a total of about $300 just to get in the park??? This is TOTALLY unaccpetable and I would like a FULL refund for the 2 hr drive to and from *********, embarassment, false advertisement and inconvenience.

  Business response

  09/19/2024

  We have responded to the guest and responded separately. 

• Initial Complaint

  09/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 2 gold and 1 prestige membership under the impression that I would receive a bring a friend discount ticket as stated on the six flags website as one of the benefits (check marked green). I drove close to 3 hours to six flags on September 14th to celebrate a birthday and was told at the window by a supervisor that they would not honor the bring a friend discount ticket because its only on select days. That statement was never mentioned in terms and condition or a contract or anywhere on the site. The Bring a Friend discount ticket is listed along with the other benefits in writing under both memberships. The only benefit that is asterisked is the VIP entrance benefit. I paid full price for 3 additional single day tickets versus the discount of what I intended to purchase when I arrived. I am not asking for full refund however, I am asking for the additional cost I paid for the 3 tickets that were to include a discount price for the 3 tickets. I spoke with several employees at six flags and also someone in corporate and no one wants to resolve this issue before its escalated.

  Business response

  09/19/2024

  We have reviewed and issued a resolution to the guest. 

• Initial Complaint

  09/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a passes (one for myself and one for spouse) for the haunted houses online on September 14 2024. It states there were 8 haunted houses on line. When in the park to process the pass, there was a sign stating one haunted house for Saw was not opening til September 20. If they had time to print a sign at point of purchase in the park, then they had time to update the website. This is false advertising. The ads all included the Saw haunted house. The website was not updated the next day either.

  Business response

  09/19/2024

  We have responded and issued a resolution for the guest. 

• Initial Complaint

  09/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Six Flags, without notification, raised my membership 55%. My membership has been valid for over ten years, including a $.25 monthly due raise in 2015. I am contesting the large increase which is not 41% off of the current price as promised in my renewal order placed in 2014. Screenshot of price increase attached. Six Flags failed to commit to their price guarantee of a 41% discount on every pass I buy, every month. With no fine print saying they would not honor it or for a duration of only 12 months. Screenshot attached. IMG 7237 The pass they sold me included an offer for access at all Six Flags parks, with no fine print saying they would decide not to honor it. Screenshot attached. IMG 7236 I am requesting an adjustment to 41% off of the $9.99 price my membership was raised to. Six Flags is 100% aware they failed to handle this well and by reading the reviews of other members the BBB can see there is a lack of integrity in this money grab.

  Business response

  09/18/2024

  We have reviewed and reached out separately asking the guest to provide more information. 

  Business response

  09/18/2024

  We have reviewed and reached out separately asking the guest to provide more information. 

  Customer response

  09/19/2024

  Complaint: 22301378
  
  I am rejecting this response because: 

  The company reached out for additional information, but has not solved my concern. It is still in process.
  
  Regards,
  
  ******* ******

  Business response

  09/19/2024

  We have reviewed the situation and provided a resolution. Since the guest is not the account holder, we have requested that the account holder contact us directly.

*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. ↩