ComplaintsforSeaWorld San Antonio

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sea world San Antonio charged my credit card $714.40 for an auto-renewal fee on 17 June 2024. When I called they said I had to call within ************************************************* order to cancel the recurring payment. I called 14 days after the charge hit my credit card, which is when i received my monthly credit card statement. This is a deceptive and unethical practice. I called to try to speak with someone at Sea World and they advised they would be unable to process my refund. This practice seems to violate automatic renewal laws.

  Business response

  07/05/2024

  Greetings from SeaWorld San Antonio,

  We have looked up your account and do see that a refund request was submitted for the auto renew, we do apologize for any inconvenience this has caused. If you do not see the refund in the next 7-10 business, please contact guest services at ************************************************ for follow up. 

  Best Regards, SeaWorld San Antonio. 

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a two day ticket sale for $60 for 5people. During the time of purchase there was no notice that I would have to use these tickets within two weeks. I received the tickets by email and thats when I was notifified about timeline. I called the SeaWorld multiple times and escalated all the way to the manager. I let them know I live out of town and theres no way I wouldve purchased these tickets knowing I wouldnt be able to make the dates indicated. They told me they couldnt refund me and wouldnt allow me to change the date of the tickets. I told them it was false advertisement and felt like I was scammed. The manager said its protocol and theres nothing he could do. No empathy or understanding of my frustration.

  Business response

  06/29/2024

  Greeting's from SeaWorld San Antonio, 

  We apologize for any inconvenience, we have looked up your order and the tickets show they expire on 12/21/24, you will be able to use the tickets up until that day. if there is any further assistance needed please email us at ************************************************

  Best Regards, SeaWorld San Antonio

  Customer response

  07/01/2024

  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

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed a order for a platinum pass during a sale for 199 dollars but the order never finalized so on June 9th O had to purchase the pass for 249 +tax the pass went on sale within a 14 day period the pass is back on sale and I called about a modification the agent in ******* said "sorry we didn't do refunds you have 11 months left" I explained I didn't want to cancel and asked to speak to someone else his response was no one else would do anything for me, when I asked to speak to a supervisor he said "they won't do anything and it'll be about a hour" I was shocked and annoyed and said "that's fine I have time" 27 minutes ***** got back on the phone and told me there is no one around to take my call. When I said I didn't want to cancel In wanted to "modify" ,(which is usually an upgrade since I couldn't upgrade to a higher pass) could we modify it to a different park since they are cheaper still (the pass is 163 so a difference of 86 dollars ) He then said "well you could buy a second pass but you'd being paying for both " and then said "well I can't help you with this is there anything else you want to discuss" and told me to have a good day in a rude tone. I feel like the fact I've only had the pass for less than 2 weeks and have not went to the park some compromise/compassion should be afforded me n

  Business response

  06/29/2024

  Greeting's from SeaWorld San Antonio,

  We apologize for any inconvenience, pass prices and promotions are always changing and unfortunately we are unable to change the prices once they are purchased. If you can please reach out to the park directly at ************************************************ to see if there is anything the team can work out for you.

  Best Regards, SeaWorld San Antonio

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 12, 2024 purchased the tickets online, was not sure if it was done correctly therefore drove to the park and asked if it was purchased correctly . The gentleman scanned all the tickets and said they were all good to go, I told him I would return later with the family and he said no worries all good, and stamped my hand, no one else was there, when he scanned all the tickets, I am not familiar with the process and left. Upon the return maybe two hours later, we tried to enter and they stated we couldnt that the tickets were only for the rides and not the aquatic. The supervisor tried to help but wasnt able to because the entrance reps had scanned all the tickets. We did not enter the park at all. It was very hot and we had on swimsuits which is against the policy and three boys did not have shirts on at all. We did not use the park at all and a were told we couldnt enter the rides part either because of dress code. I requesting a full refund for 6 tickets, only one person went back to the park after were told we couldnt enter.

  Business response

  06/18/2024

  Greeting's from SeaWorld San Antonio,

  We apologize for any inconvenience, however any products purchased are non-refundable. We can offer to replace the tickets for a return visit to SeaWorld or Aquatica, please email us at ************************************************ to get those tickets set up.

  Best Regards, SeaWorld San Antonio

  Customer response

  06/19/2024

  Complaint: 21866044
  
  I am rejecting this response because:

  The staff should not have scanned the tickets without anyone else being there, when the manager tried to help in the aquatic center she went out of her way and even asked the gate rep who scanned the tickets why did he scan them without us entering the park and he stated because he was making sure they were valid, this is not my fault in any way. Had the rep not scanned them, the manager from the aquatic center would have been able to refund the full amount and allowed us to purchase the correct tickets. We did not go to any of the amusement park at all. And were told due to is wearing swimsuits and my two boys who didnt have shirts we couldnt enter anyway. I was only there for my sons military graduation and will not be returning. 

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

  Business response

  06/22/2024

  greeting's from SeaWorld San Antonio,

  Again we do apologize for any inconvenience, however all tickets purchased are non-refundable. Please reach out to ************************************************ to find different options that can be available. 

  Best Regards, SeaWorld San Antonio 

  Customer response

  06/24/2024

  Complaint: 21866044
  
  I am rejecting this response because:
    I did not get to services /goods, this is a bad faith action on Seasworld part, I will not stop until I get a refund, even if it needs to be through civil action in which will increase the requested amount. The amount was also not correct and the discount was not applied as I had a military account to begin with.
  
  Regards,
  
  ***************************

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My family and I believe that a refund is due for the below order. I am listing a history of what took place after purchasing these tickets:The morning of May 24, 2024 we went on your website and purchased these tickets. Nothing on your website led me to believe that over two-thirds of your park attractions were closed. After arriving in the park, we quickly realized that many of the neat attractions we saw on your website were closed. Then we realized there was not enough workers to properly process the flow of your park visitors. After a few hours of disappointment I went to the ***** Services at the park and asked for a refund. They said they could not help me and said I should call a special number they gave me. I immediately called this number as walking out of the park. The person immediately told me they could not help and you have to go to guest services. They then said, actually you have to talk to my supervisor. I was on hold for 45 minutes and chose to call back. When I called back the person said that they would have a supervisor call me back. This never happened so I called back the next day. I was also told that a supervisor would call me back. This never happened either. Finally after multiple days of trying to call, I was able to speak to a supervisor. They immediately told me there was nothing I could do since the day was over when I was at the park. I explained how I had tried to remedy that on the date. After no help and no chance of a refund, they told me to email you and request a refund. As you can imagine, we are extremely frustrated and this has been a terrible experience. We request a refund because we believe these charges were totally unfair. Sincerely,*************************** ************ **************************

  Business response

  06/11/2024

  Greeting's from SeaWorld San Antonio,

  We would like to apologize for the experience you had while visiting ********, unfortunately all tickets and products are non-refundable. We are able to issue tickets for a future visit for the 6 tickets purchased. You can email the team at ************************************************ to get the tickets set up for you and your family. 

  Best Regards, SeaWorld San Antonio.

  Customer response

  06/11/2024

  Complaint: 21832659
  
  I am rejecting this response because:
  
  

  I went through the proper channels the day we were there to request a refund.

  everyone I spoke with at aquatica said that the phone number I repeatedly called could take care of this refund  

  we are unable to come to your park in the next 12 months and will have no use for your tickets  

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

  Business response

  06/13/2024

  Greeting's from SeaWorld San Antonio,

  Again we do apologize for the experience you had, however all tickets and products purchased are non-refundable. The return ticket can have an expiration of 2 years from the day it was issued and if it is not used by then we can reissue the tickets again. please reach out to ************************************************ to get the tickets set up for you.

  Best Regards, SeaWorld San Antonio

  Customer response

  06/17/2024

  Complaint: 21832659
  
  I am rejecting this response because:

  we are not going to visit your parks anytime in the foreseeable future after the experience we have had. 
  

  You say you cannot issue a refund, but what if I request my bank to dispute the charges? When you charged my debit card I was under the impression my family and I were going to your fully open park but that was not correct. 
  

  please let me know if disputing this charge is acceptable. 
  

   

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

• Initial Complaint

  05/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is to ensure followup by the business regarding the behavior of the employee, the request for refund due to my leaving because of that experience, and also an explanation for the lockers being this broken **** *********.

  Business response

  06/01/2024

  Greeting's from SeaWorld San Antonio,

  We apologize for the experience you had with one of the ambassadors, we understand there is have been communication with the leadership via email through our guest correspondence team. The team will be able to assist you with your request. Again we do apologize for the experience you encountered.

  Best Regards, SeaWorld San Antonio 

  Customer response

  06/03/2024

  Complaint: ********
  
  I am rejecting this purely on the limitations of BBB's current format in that an acceptance of it will close out the case. Has the employee been addressed and have you been able to view the attached evidence of your locker system and viewed its occurring on the provided recording?
  
  Regards,
  
  ****** *******

  Business response

  06/03/2024

  Greeting's from SeaWorld San Antonio,

  We do not comment on any internal communication with any ambassadors, the leadership team over the area was following up on the situation. As for the lockers they are not broken, the numbers scramble purposely as a safety measure so if there are other guest around they cannot copy the numbers being put in to unlock lockers. 

  Best Regards, SeaWorld San Antonio. 

  Customer response

  06/03/2024

  Complaint: ********
  
  I am rejecting this response again due to the limitations of the BBB to continue. Okay but odd for the keypad, however the conduct of the employee and referring to me as satan was not acceptable, defamatory, and insane with a subpoena of his phone call proving as much and over which I am currently discussing with a lawyer. I left as a result of this and want a full refund of the ticket and parking lot payment as this was ridiculous.
  
  Regards,
  
  ****** *******

  Business response

  06/07/2024

  Hello **. *******, 

  As stated previously, we are unable to comment on discussions within employees. As for the tickets unfortunately, they are non-refundable however we can offer tickets for a return visit in hopes of a better experience on a future visit. 

  Best Regards, SeaWorld San Antonio

  Customer response

  06/10/2024

  Complaint: ********
  
  I am rejecting this response because nonrefundable is not a legal requirement and is purely a business decision. The reviews stay up as is regarding the matter as I don't want to determine my entire vacation schedule around attending your business. The refund is still an option and actually is customer service.
  
  Regards,
  
  ****** *******

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased tickets for 4/4/2024 to Sea World San Antonio. My girls were very excited. I talked Sea World up because I had gone to the one in **** a few times as a kid and loved it. We arrived at the park at 10:10 (Opened at 10:30). They only had one attendant ******* both side of the parking booths. We did not get into the park until 11:30. We missed the show we wanted to see, and that show was not going to be performed again until 4:45. Once we entered the park, I notice only two rides were running. One of the rides had the highest height restrictions so neither of my daughter could go on it. The rides started to open around 1:30 - 2:00 in the afternoon. My daughter and I got in line for one of the roller coasters. They only had one of the trains for the coaster going. What should have been a 15 minute wait, it took 45 minutes. We then got in line for one of the water rides. It was not clearly mark for fast pass and we got in the wrong line. We were not the only ones that did this. We waited 40 minutes and were denied access to the ride. At this point my daughter who is 7 turned to me and said "I thought Sea World was supposed to be fun. It is NOT". We left the park at 4:00 because we had had enough. I paid good money for this park. No where on the website when I purchased the tickets did it state most of the rides would not be running for most of the day. I feel this was very fraudulent. I did call Sea World on April 8th to complain. The took my information and said I would receive a call in 10 days. that call did not happen. I called back after 10 days. They said I would receive a call within 30 days. That did not happen either.

  Business response

  05/09/2024

  Greeting's from SeaWorld San Antonio, 

  We apologize for the experience you and you're family had, unfortunately all tickets and products sold are nonrefundable. We would like to have the opportunity to offer you tickets for a return visit along with Quick Queue in hopes of having a more enjoyable experience. please reach out to the team at ************************************************ to get those tickets set up for you. 

  Best Regards, SeaWorld San Antonio 

  Customer response

  05/12/2024

  Complaint: 21688482
  
  I am rejecting this response because: We live in **** and do not plan on visiting ************************** again in the near future.  If you would have actually read the complaint you would have known this.  Free tickets do absolutely nothing for us.  This was a terrible experience for me and my family.  This was our one trip for the year and this happened on the last day of our trip.  Im extremely disappointed with this response.  It seems like a canned response they give to everyone.  It is clear they really dont care about their customers.  They already got my money.  
  Regards,
  
  *********************************

  Business response

  05/15/2024

  Greeting's from SeaWorld San Antonio, 

  Again we do apologize for the experience you and your family had and as stated previously all tickets and products sold are non-refundable. We can offer tickets to return as stated before, we can also offer tickets to one of our sister parks in ********* or ******* if one of those would suit you better. 

  Thank you, SeaWorld San Antonio

• Initial Complaint

  04/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  April 30, 2023, we ordered 4 Annual Passes for a price of $99 per pass. At the time of the order, we were asked if we wanted to auto renew for the annual season on April 30, 2024. We were assured that this "locked in" the price of $99 per ticket. When auto renewed on April 30, 2024, the prices were $119 per ticket, with no notice or request for confirmation and despite the assurances that the prices would remain "locked in" at $99 per ticket. Upon contacting customer service, we were "accidentally" disconnected twice, waited over an hour for a manager once, and given a general run around the other time. One agent told me the prices for San Antonio are actually $93 and it should be cheaper but they would have to re-charge the amount and then void out the original sale. Another one told me the prices are fluid and the actual price was $119. Another one told me we could do an upgrade but it would be $800+ for the upgrade. None of them could tell me why I was told the prices would be locked in, and none of them could tell me why I would agree to auto renewal when I had received an offer in my email for $99 per ticket and could have gotten them much cheaper. When I requested contact information for corporate, the agent pretended to not be able to hear me anymore and eventually disconnected the call. These are, at a minimum, shady business practices. SeaWorld cannot be allowed to just charge people's credit card whatever price they feel like without notice and then claim their prices are fluid. That's ridiculous and insane.

  Business response

  05/03/2024

  Greeting's from SeaWorld San Antonio,

  We apologize the inconvenience, would you please reach out to the guest service team at ************************************************ to find a solution regarding your situation. again we do apologize for any inconvenience. 

  Best Regards, SeaWorld San Antonio 

• Initial Complaint

  04/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Please read documentation uploaded for the details.DATE: Began Nov 2023, still not resolved PAID: $745.60 for 4 passes, cancelled; and $562.88 for 4 passes, legitimate SHORT STORY: SeaWorld told me that I would get the credit of $745.60 after paying a reduced price of $562.88. I did not see the credit for several weeks, therefore, I disputed the charge with *****. Since then, the dispute was denied 3 times by ***** (legitimately) but SeaWorld never has credited the credit card for the cancelled 4 passes.NATURE OF DISPUTE: I have talked to SeaWorld and Chase well over 25+ times. I have yet to get a resolution. Now ***** is finished and closed the case; SeaWorld has now told me there is "nothing we can do". But they still have not credited my Chase card with the $745.60. I received nothing for that payment, so it seems it would be easy to credit the card.ACCOUNT NUMBERS: Chase - *******************, Exp 11/28, Dispute Case #C20231219-21611.SeaWorld - phone# ************ & one of the passes is A255-90341-08747-45178 *******************, Order Summary #************** Thank you for your help. Please contact me for any questions or details.Best regards,******************* ************************************** ************ *****************

  Business response

  04/30/2024

  Greeting's from SeaWorld San Antonio, 

  We apologize for the issues you been having trying to get this situation resolved, we have sent all the information to our refund team for further review. if you can reach out to the team at ************************************************ for updates regarding the situation. It normally takes about 3-5 days to hear back from the refund team. We are hoping we can get this resolved for you once we hear back. and again we do apologize for the inconvenience.

  Thank you, SeaWorld San Antonio 

  Customer response

  05/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the ultimate resolution is satisfactory to me. ******** at SeaWorld in ************************** resolved the refund issue and my credit card was credited on Thursday, May 2.  It took five months, but finally thanks to ******** and her team, my issue is over.
  
  Thank you and Best Regards,
  
  *******************

• Initial Complaint

  04/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Sea world San Antonio has an unauthorized auto-renew policy for annual memberships. In addition, they have no recourse for reversing charges that were unintentional. I happened to catch it this year as a charge of $379 appeared on my credit card without my authorization. In looking into it, I realized that they had done the same thing last year. This is a deceptive and unethical practice and should be stopped. I called to try to speak with someone at Sea World about this but was told that there was nothing that could be done. If a pass autorenews without consent and is not used, it should be allowed to be refunded.

  Business response

  04/19/2024

  Greeting's from SeaWorld San Antonio,

  We apologize for the any inconvenience the auto renew may have caused. If you can please reach out to us at ************************************************ to see what options we have available to get this resolved for you.

  Best Regards, SeaWorld San Antonio

*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. ↩