Complaints

• Initial Complaint

  01/22/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an incident happen at Sixflags ************** were I unfortunately was injured by fireworks at the park. I purchased the VIP section and sat where I was told to, once the fireworks began live embers started falling on us and I was burnt, my hand started to blister and hurt really bad. I called over a young man that worked their and they called their EMTs. I was treated onsite they took and incident report and one was also filed with guest relations. Sixflags has completely ignored me ever since and has not responded to any of my attempts to reach out to them ever since being told I would receive a form in the mail to try to resolve the incident at hand. Luckily the whole thing was caught on video including the live embers falling in our direction and the table we were seated at and the burn to my hand. It took weeks to heal and the pain was unbearable. Ive been a loyal patron to Sixflags for 30 plus years and I cant believe this is how they treat the people that keep them in business. Its been a stressful and traumatic experience that I hope to resolve as soon as possible along with an apology for the way theyve handled this situation and the incident itself. They didnt even return the money we spent for the event or offer any apologies or compensation.

  Business response

  01/24/2025

  This complaint has been sent to the Safety team at the local park for investigation and review. 

  Customer response

  01/27/2025

  Complaint: 22843887
  
  I am rejecting this response because:

  Thats what they always respond with and no one from their safety or risk management at the park will actually contact me back.  Hence why I had to file a complaint with the BBB because of my on going efforts to get the issue resolved and Six Flags ignoring the situation.  I was told by a guest relations representative that I would hear back from someone last weekend, then again that I would receive a call this Saturday that just passed; again just lies.  At this point I need someone from their corporate office to reach out to me or anyone that can resolve this matter as the park personnel have not done so, nor taken this matter seriously. 
  
  Regards,
  
  ****** *******

  Business response

  01/30/2025

  This concern has now been escalated to Corp Safety and *************** who will make contact. 

• Initial Complaint

  01/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to six flags *********** on October 13th 2024 to attended the fright fest they have going on. Upon arrival we paid for the haunted houses and the fast passes to get into the houses. It was fine weather and we were not at all warned that the houses might not all be opened. We enjoyed our first few hours then got ready to go into the haunted houses. Once we were allowed in the area and they started to open we were told they actually stopped selling tickets for the haunted houses due to weather and they were not opening them all. Once we were told this information we immediately went to guest services to request a refund as we were not able to get the experience we paid for. They informed us we had to call to get a refund because they are unable to do it in person. I called the next day and the representative I talked to told me she cant do the refund only because it wasnt done online but her supervisors will be able to help and they will call me back when they get to my claim. Weeks went by with no call so I called again looking for information and I was told they havent gotten to it yet and they will call me. Today, at least 3 months later, I am on the phone with six flags again and they tell me they cannot refund me due to the fact their system doesnt go back that far. If they called me back when they should have that wouldnt be an issue and they would have been able to help me further. They only thing they offered me was a day pass but that doesnt offer me any sort of compensation because me and my sister get season passes so we have no need for a single day ticket. The representative on the phone did admit that if they called me when they should have it might be different since they would be able to see the receipt but since they did not they cannot offer me any further help. I was hoping to get season passes instead of a day ticket seeing as they are very similar amounts and would be more appropriate compensation for my sister and I.

  Business response

  01/22/2025

  We have reviewed and issued a response separately. 

• Initial Complaint

  01/13/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was sold a product in the six flags new jersey park that an employee said I was able to cancel without penalty just a forfeiture of my security deposit if cancelled before 12 months. Well I ended up cancelling the next month and now I am being charged all these fees and their customer service *** is claiming that I need to pay the full 12 months and then I can cancel. I want those fees removed and the collection attempts to stop.

  Business response

  01/14/2025

  We have reviewed and issued a response separately.

  Customer response

  01/14/2025

  Complaint: 22805944
  
  I am rejecting this response because: your company sold a product that statied I was able to cancel at any time to which I did in Sept. Less than a month after I signed up. I would never have signed up had your employee not stated it was cancelable and I would only forfeit my deposit.
  
  Regards,
  
  ******* ******

  Business response

  01/15/2025

  We have reviewed and have provided the the guest with their contract. 

  Customer response

  01/15/2025

  Complaint: 22805944
  
  I am rejecting this response because: your company/employee sold a product, helped me signed up for such product, while informing/ensuring me that I can cancel it at any time without penalty just a forfeiture of my deposit which I did cancel the very next month. Companies should be liable for their employees.
  
  Regards,
  
  ******* ******

  Business response

  01/27/2025

  We have contacted this guest regarding this issue. 

  Customer response

  01/28/2025

  Complaint: 22805944
  
  I am rejecting this response because: the company was being dishonest in order to sell their products. They should be liable for what their employees say.
  
  Regards,
  
  ******* ******

  Business response

  01/31/2025

  Our website repeats the 12 month minimum commitment throughout our website, purchasing process as well as the membership agreement, which this guest signed on the date of purchase. Guest was informed that they are responsible for the account. We will not be offering any compensation. 

  Customer response

  01/31/2025

  Complaint: 22805944
  
  I am rejecting this response because: the businesses employees sell the product stating the opposite. They should be liable for their employees and what they say. Bad business practices on their part.
  
  Regards,
  
  ******* ******

• Initial Complaint

  01/07/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to express my concern regarding a misunderstanding about a membership plan I recently signed up for. While the membership plan explicitly referred to monthly charges, the subsequent pages leading to checkout included options for add-on services. However, these add-ons did not specify whether they were monthly charges. This lack of clarity left me confused, especially as someone who has never been on a membership plan ********* better understand the terms, I reviewed the agreement and specifically searched for mentions of "add-on" and "monthly," but I did not find any indication that the add-on services were billed monthly. I signed up for the plan just yesterday, but I quickly began questioning my assumptions about the pricing. When I reached out to their AI chat for clarification, I learned for the first time that the add-ons were indeed monthly charges. This revelation left me feeling upset and misled, prompting me to contact the company directly to resolve the misunderstanding.Unfortunately, their support team informed me that they have a strict no-refund policy under any circumstance. Additionally, I was told that "monthly" and "membership" mean the same thing, which I found both confusing and dismissive. Having never been on a membership plan, I do not use those terms interchangeably, as a memberships frequency can vary widely depending on the type of service. It is critical for companies to clearly state the frequency of charges for each service, especially for customers unfamiliar with such plans.I would like to receive a refund for the initiation charges for the add-ons and, if necessary, for the entire membership. Additionally, I request that the agreement be voided if the full amount is refunded. I cannot and will not pay for monthly charges that were falsely *************** my opinion, this company failed to provide adequate clarity and is taking advantage of consumers by not being transparent about the costs of their services.

  Business response

  01/10/2025

  We have reached out to the guest and offered a resolution.

• Initial Complaint

  01/06/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a membership tupe pass for my whole family. Six flags gave the in Impression that after 12 months it would be cancelled. I was not now they are saying I had to cancel ahead of time. They have been charging my account for 6 months now and say they have a strict no refund policy. I wish they would be upfront with all of that before the purchase was made.

  Business response

  01/07/2025

  We have contacted this guest and offered a resolution.

• Initial Complaint

  01/06/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They started charging within last year more then what my contract originally stated , it says that they must notify me before they do this .The new contract price is almost double what new people pay .

  Business response

  01/07/2025

  We have reached out to this guest regarding their concern.

• Initial Complaint

  01/06/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased over 8 years ago membership during Covid it was supposed to be upgraded and also only charged a certain amount, our contract states can not charge more unless notify us They did not and now charge us double and the new price for people is much lower

  Business response

  01/07/2025

  We have reviewed and issued a response separately.

• Initial Complaint

  01/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 4 entrance and 4 fast pass from their website for October 10 2024 entrance was $49 each and fast pass $95 for each, when we arrived to the park on October 10 2024 around 11:30AM we were surprised the park was CLOSED we waited couple minutes until an employee approached us and told us the park would only be opened at 7PM for the Halloween freight festival and that we could use our tickets before the year ended with no more options we went back home (a seven hr drive) on the website it never said it was only opened for the Halloween festival we checked the day before and said it would be opened at 10:30am. We returned on December 27 2024 we were able to get in with no issues but when we wanted to use the fast pass it said they were expired I went to that building were they sell the fast pass and the only option I had was to purchase the 4 fast pass for that day with a price difference for the ones I previously purchased, for that day each fast pass cost was $160 so I paid a total of $640 and the supervisor that helped me said I was getting a refund for the other passes I previously purchased for October 10 2024 a total of $380. Until today I havent received my refund or any email regarding my case.

  Business response

  01/05/2025

  We have reviewed and issued a response separately. 

  Customer response

  01/07/2025

  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

  01/02/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for 6 memberships ($108 per month) back in 2018, during covid I cancelled because the park closed. They said I would receive free months for staying a member even through I cancelled. Okay great, except they kept charging **** cancelled again in 2022, when I found out they were still charging me, then AGAIN in nov 2023, still they are charging **** called yet again, they gave me a resolution number and said I would not be charged again and it was cancelled.And I just got ANOTHER charge from them. So, still not cancelled! 1300 per year they are taking, yet I havent even been to the park since before 2020 How many times do I need to cancel?

  Business response

  01/02/2025

  We have reviewed and issued a response separately.

• Initial Complaint

  01/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought four tickets for Six Flags over Texas for 12/30/24. I paid market rate ($39 ea + tax) and for $30 general parking. We arrived at the park at 1:30 (opened at noon). In the five hours we were there, we were unable to ride ANYTHING. Every ride we attempted to ride was closed, closed quite literally as we sat on it, or closed while we stood in line. We waited in five hours of lines and got nothing for it. I consider this a failure on Six Flags part to render services that I paid for. Guest Relations was unwilling to refund or ameliorate this issue. The website and app had no warnings about delays or closures. The app stated wait times around ***** minutes for most rides, but we waited over an hour for Runaway Mountain (given wait at 15 mins), and no employee stated reason for closure or specific reopening time when it closed.

  Business response

  01/02/2025

  We have reviewed and issued a response separately with a resolution. 

*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. ↩