ComplaintsforSeaWorld San Antonio

Amusement Parks

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
03/28/2022
Complaint Type:
Billing Issues
Status:
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.
I was a unaware of an old Ez pay pass account That I started back in 2020. I started new ez pay passes in feb of 2022 I was charged ****** dollars to find out my new passes were canceled due to the old account to add insult to injury I was also charged in march 2022 the ez pay payment of ***** I spoke with a representative at 407 number to tell them why wasnt I made aware of this old account I had forgot about due to the pandemic my mom dying from Covid whos going to remember all that and Ive never been billed or called for someone to collect on this past due account. But they gladly took my money I explained this to the representative I spoke to and they went ahead and fixed my new ez pay account passes and was able to use them the following weekend March 19. I also set up 2 new passes on the same day for my son and daughter-in-law and was charged ***** to find out again that my passes are canceled due to the old account. Then on march 23 2022 I spoke with a supervisor named Ervon who said he would be willing to settle my old account for 170 dollars. And I asked Ervon if they money seaworld had already took from me could be applied to that old account and he said no I asked if I could speak to someone higher than him and he said he was the last person I could speak to about seaworld stealing my money. This needs to be fixed on seaworld part they can not be stealing from the little people Im just trying to give my family a good time I have all transactions from seaworld of all charges. I am now 84 and some change negative in my account when Ervon told me they would not be charging me the 78 dollars
Business response
03/28/2022
Greeting's from SeaWorld San Antonio,

We do apologize for the issues you are receiving to get your ez-pay account fixed, as we did see in the notes in the account and there was new accounts purchased while there was a remaining balance owed on an previous account. If you can please email us at ************************************************ to further discuss and see what type of options we have to get your accounts fixed.

thank you, Sea World San Antonio
Customer response
03/28/2022
Complaint: 16944444

I am rejecting this response because:
Their website is inaccurate and needs to be updated to prevent other families experiencing the same experience
there is so much technology in this world that seaworld could update its website to prevent this type of problem with all the revenue it makes from there parks. Also please get better customer service also Ive messaged the email seaworld rep to me on this bbb message system and again I was told that I would have to handle with ******* reps the worst ones a rep needs to contact me.
Regards,

*******************************
Initial Complaint
03/21/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I (***************************) purchased two Silver Passes (yearly tickets) for all of the Sea World parks from a website called, "GOVX.COM. I went to seaworld.com to acquire two guest tickets with the two silver passes (as Sea World advertised) for 03/16/2022, but was unable to do that due to Sea World's website having technical difficulties. I also tried to upgrade my tickets to quick que tickets (fast passes) for 3/16/22 for $24.99 as advertised on Sea World's website, but was unable to do that due to the site having technical difficulties. I called the customer support phone # for Sea ******************** San ********************** and spoke to a Sea World Representative based out of *******. He was unable to help me acquire these two guest tickets for 3/16/22 and he also was unable to help me pay the $24.99 a piece per ticket to upgrade them to be quick que tickets (skip lines and have reserved seating). He told me that guest services at Sea World San Antonio could get me the two guest tickets and get me the 4 upgrades for $24.99 a piece due to the website having technical difficulties. I went to Sea World San Antonio ***** Services and they were able to get me the two guest passes for 3/16/22, but they were unable to upgrade my four tickets to be quick que tickets for $24.99 a piece. They said that it had to be $84.99 a piece unless I purchased them online. I demanded that they honor the $24.99 price due to their website having technical difficulties. They refused to do this for me. The ******* Sea World Representative lied to me and the Sea World Representative at ***** Services showed poor customer service for not handling this issue that was caused by Sea world due to their website having technical difficulties. They made promises that they didn't keep and they promoted false advertising. To resolve this past complaint to keep my business and business of others, I demand that they give me two platinum yearly passes for free. I wasted my time and money due to them lying to me.
Business response
03/25/2022
Greeting's from SeaWorld San Antonio,
We would like to apologize for the experience you had with our call center and representatives at the park. We have looked into the 3rd party website you purchased your passes on and we do see that they offer 2 park Silver and 2 park Season passes. The Silver pass you purchased only allow entry into the San Antonio parks, not all Sea World parks. As for the Quick Queue with Reserved Seating pricing online is "starting at" and when the date is selected the price will change, we do apologize for the call centers misinformation. Unfortunately we would be unable to fulfill your request of upgrading your passes to Platinum, however we would like to offer complimentary Quick Queue and Reserved seating for your next visit. For further communication please contact us at ************************************************

Best Regards, SeaWorld ***** Services.
Initial Complaint
03/04/2022
Complaint Type:
Product Issues
Status:
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.
On the day of the incident (8/15/21), one of the Park Ambassadors was threatening to hit us and use bad language in public with young children's presence, creating a very unsafe environment. A compensated offer was made to me by *** park management on-site the day of incident for pass extension + ADD/RS. Till date 6 months later, *** has no intention to honor such a promise specifically for pass extension through Dec'22, despite my efforts working with *** guest correspondence in the past 8 weeks. I observed unprofessional behaviors such as lying to customers, attempting to skip investigation, ignoring claim escalation, and not keeping promises from the *** teams (Guest ******************************* and Park Security). For whatever reason at any point in time, no one customer at the park should be physically threatened and or being yelled at, especially in public and in front of the children. For whatever reason when a promise has been made to the customer, the park management should see through and honor the offer. SeaWorld's brand image has now become dishonesty, violence, poor customer service. I am requesting appropriate departments to investigate this claim and make sure SeaWorld Corporation has a zero tolerance policy for this kind of unprofessional interaction and dishonesty with customers, as no customers deserved to be treated unfairly. Given original offer was never been indented to fully provide to me, I am requesting a refund of $340 in the form of a check, which is the monetary value of the "day visit" to compensate the emotional and psychological trauma from being threatened during the time at the SeaWorld San Antonio Park.
Business response
03/06/2022
Greeting's from SeaWorld San Antonio,

We would like to apologize for the issues you had on your visit and trying to get it resolved. We have looked into this and have seen there was an extension of 3 months along with the Reserved Seating and all day dining as resolution. unfortunately a refund will not be issued to you, we do apologize for the inconveniences, to further discuss you can email to ************************************************

Best Regards.
Customer response
03/07/2022
Complaint: 16841679

I am rejecting this response because: The offer made to me on-site on the day of incident by SeaWorld San Antonio Guest Correspondence supervisors was :"full year" pass extension and ADDs/RSs. The SeaWorld San Antonio Guest Correspondence team is dishonest and "conveniently" not documenting what they were offering because they had no intention to honor the offer. I question SWT team's integrity. After the painful 8 weeks of calling (no return calls), emailing (no email responses) and following up (no one cares), SWT has lost my trust in all aspects. I can't trust anyone from the SWT Guest Correspondence team that the ADD/RS will even be offered to me on site for my next visit, because I have been lied to on 8/15/21. I can't trust I will not be physically threatened or yelled at again, especially while claim escalation is in action. I can't trust the SWT park staff will be nice to me based on what happened, during the first interaction the park security and park management they tried to skip the investigation and told us to leave the park. I can't trust this time I will be treated fairly given my voice is not being heard for so long.
I want to reiterate - 3 months pass extension is unacceptable - as it is 9 months less than what was offered to me in person. Given the original offer was not intended to be fulfilled, I am asking for $340 refund (monetary value of a day's visit plus ADD/RS for 4 members) in the form of a check to compensate for the emotional and psychological trauma I have been through the day of the incident, and the time I have invested (wasted) trying to work with SWT. This kind of awful experience should never be replicated to other customers. No customers deserve being ignored and lied to.

Regards,

***************************
Initial Complaint
02/24/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Regarding order # ***************.We are from ******** and booked a flight/vacation to San Antonio. Unfortunately our plans have been canceled/changed.I am being told by San Antonio customer service that I can not get a refund. Please assist. I cannot afford to be out the $400 that I spent. We have no intention of rescheduling our trip to San Antonio nor do we plan to travel to ******* or **********. I do not mind paying a cancellation fee. Please help me to get a refund.Thank you,*********************** According to ******* as long as I am not canceling within 24 hours a refund is possible with a penalty. Please see wording copied from Google/ Seaworld snippet.You can cancel without any fees at least 24 hours prior to your reservation. There will be a non-refundable charge for cancellations made within 24 hours of the reservation. You will receive no refund if a cancellation is made the day of or after your arrival date. Unused portions of packages will not be refunded.https://seaworld.com ******* faq Frequently Asked Questions - SeaWorld
Customer response
02/25/2022
From: ****** Ismyteam <******************>
Sent: Thursday, February 24, 2022 6:36 PM
To: info <********************************************>
Subject: Complaint #********

I wish to withdraw my complaint as Seaworld has refunded the tickets.

Thank you for your assistance.

***** Murray
Initial Complaint
02/10/2022
Complaint Type:
Product Issues
Status:
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.
Back in September 2021, we purchased Group Sales Reservation tickets for a birthday party. After the party, we had tickets left over and utilized the refund form to request a refund. The paperwork was sent out on 20 Oct 21 to the following address: SeaWorld Parks and ************** ********** Sales, ***********************************************************. The package arrived at that location 2 days later. I called the ****************** back in December and they verified that they received it and it was pending update. I followed up again last Thursday, 3 Feb 2022 and spoke with ***** from Group Sales and she told me that the paperwork was on her supervisors desk with a note on it. I was supposed to receive either a follow up email or phone call the following day, but did not. As of today, 9 Feb 2022, I have not been reimbursed for the tickets that were returned nor have I received any update.
Business response
02/10/2022
Greeting's from SeaWorld San Antonio,

We do apologize you have not received your refund, the team has forwarded your information to the appropriate team to get looked into. We do understand the inconvenience this may be causing and the team is working diligently to get the matter resolved. For further information please contact the team at ************************************************

Best Regards, SeaWorld San Antonio
Customer response
02/12/2022
Complaint: 16747888

I am rejecting this response because:this response was the same response that I received when I called in December and a couple of weeks ago and no actions were taken.

Regards,

*********************
Initial Complaint
01/26/2022
Complaint Type:
Billing Issues
Status:
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.
Bought ** pass last year. Tried to cancel on website a month ago but there is no instructions on the website about how to do so. cant find a link to cancel in the ** pass webpage either. The pass went to auto renewal for two extra month. Called customer service and they said the information was given in the confirmation email sent a year ago, and the subscription goes to auto renewal unless canceled manually. No refund was given.
Business response
01/26/2022
Greetings from SeaWorld San Antonio!

As explained in your EZ-Pay contract that you accepted and agreed to. Once the initial 12-months end, the account goes on a month to month basis until cancelled. Unfortunately refunds are not given on continued payments. We do apologize for this inconvenience, if you would like to further discuss please email us at ************************************************

Best Regards, Guest Services.
Customer response
01/26/2022
Complaint: 16676906

I am rejecting this response because:
No resolutions given. As I have clearly stated, your website lack instructions on cancellation procedure. There isnt even an portal for cancellation on the ** pass detail page. This is certainly a deceitful behavior of your business, and needs to be addressed for customers sake. Im encouraging people to not buy ** pass and also think again on visiting your business, as you are also incompetent to deliver a satisfactory experience when I visited.

Yiren ****
Initial Complaint
01/19/2022
Complaint Type:
Billing Issues
Status:
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.
I cancelled our season pass auto renewal in person at the park and received verbal confirmation that our season passes will not auto renew, however the account still shows that it will auto renew. I have tried cancelling online, however their online process does not work and they don't answer their customer support line (leave on hold for hours).Our (UNAPPROVED) annual renewl date is coming ** in a couple months and I am anxious to get confirmation in writing from Sea World that they will not renew our passes. This company has treated us badly in the past and we have little confidence they will act in good faith. I am trying to get confirmation of cancellation in writing because I fully expect to have to challenge the charge with my credit card company when they fail to comply with my requests.
Business response
01/19/2022
Greeting's from SeaWorld San Antonio,

The Silver Annual passes you have were stopped in June to stop the Auto renew, if you are receiving emails about the auto renewal coming that is due to automatic emails that are sent out when passes are close to expiring. There is nothing further that needs to be done on your end once your pass expires on 3/17/22 that would be the end. You are also able to contact us at ************************************************ if you have any additional questions.

Best Regards, Guest Services
Initial Complaint
12/27/2021
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased Platinum Sea World passes which are advertised to include specific perks- quick que access to a ride, reserved seating to a show, free upgraded parking, and an included Animal encounter. We visited the park in March of 2021.. we were advised by customer service that we could access these benefits only at the park. During the park visit they advised they were all sold out and next time we should make reservations. We attempted this month 12/2021 to make reservations for our visit. **************** advised that they only accept reservations for new paying customers and everything else must be handled in the park. When I asked how we are supposed to access these benefits with the circular customer service they just kept saying we are sorry. They additionally advised if they sold out of all the included platinum perks prior to us arriving at the park we could not have them. We just want access to the benefits or our money back for the different in season passes so we can make the paid reservations at the park since they are obviously over selling and falsely promising perks they have no intention of making an honest effort to uphold. This is extremely frustrating and disappointing.
Business response
01/03/2022
Greeting's from SeaWorld San Antonio,
We would like to apologize for the inconveniences you have received trying to book your free animal encounter that is included with your platinum pass. the best way to book is by contacting our education ***** at ************ that is a local number to our park to book animal events/encounters. for your complimentary reserved seating it does need to be redeem on each visit at guest services or any ticket window, the same process to redeem the 1 time Quick Queue for 1 ride of your choice. you can also contact our team at ************************************************ for any further questions or concerns.
Thank you, Guest Services
Initial Complaint
11/22/2021
Complaint Type:
Service or Repair Issues
Status:
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.
I pre bought tickets to SeaWorld and aquatica (two day flex) in October. We went to SeaWorld today and find out aquatica is closed for the season. I went to guest services after our day to seek a refund or partial for the inconvenience since we didnt want to go to SeaWorld twice we paid to see different parks. **** said she could not do anything for us and she didnt sell us anything and to look on the site it clearly says it is closed. I told her it should not have allowed me to purchase it if it was closed. She continued to argue with us and said she couldnt do anything for us. I paid about $20 extra for flex tickets too per person and its cheaper to get a SeaWorld ticket right now on the site. This place is such a rip off. Most of the stuff was closed and the fast que for rides wasnt even open because there was nobody really even there for the regular lines. I feel scammed and am upset by the response from ***** services.
Business response
12/06/2021
Greeting's from SeaWorld San Antonio,

We would like to apologize for the experience you had with our guest service representative. As we are unable to give a partial refund, we are able to provide a ticket to return for 2 days for both SeaWorld & Aquatica. To accept this offer or to further express your concerns please contact us at ************************************************
Best Regards, Guest Relations

Customer response
12/06/2021
Complaint: 16165572

I am rejecting this response because: we were there on vacation and live in *******. We will not be anywhere with a seaworld for many more years . This is not an acceptable solution.

Regards,

***************************
Business response
12/18/2021
Greetings from SeaWorld San Antonio,

Again we do apologize for any inconvenience, however as stated previously we are unable to provide a partial refund and are able to issue tickets to return at a later date for both SeaWorld & Aquatica. please contact us at ************************************************

best regards, Guest Services
Initial Complaint
11/03/2021
Complaint Type:
Product Issues
Status:
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.
I bought 4 2021 passes for SeaWorld San Antonio, which I've only tried to use mine (A530593801692297) but it says 'see team member' every time it's scanned at the gates. I have been denied entry both times I have gone. The first was in October and I was time constrained, so I went to discovery point instead. 7/7/21 was the second time. They told me to wait at the gates while they got a manager. I believe they forgot about me, but I didn't want to leave without my pass so I called ************** while at the park but they said they couldn't advise me on what to do, so I asked for a supervisor and they put me on hold for about an hour. I asked the employees at the gates if they knew what happened to the employee who took my pass/my pass, but they simply advised to go to ***** Services. ***** Services printed me a new pass, but by this time Aquatica had closed. Customer support also disconnected as soon as the pass was printed, a supervisor never talked to me. They had someone come with a scanner to scan the pass about 10 times to make sure it worked, both physically and on the phone but I left as it had already been hours of waiting and Aquatica was closed. Supposedly twice the pass went through.On 7/8/21 I spent 6+ hours calling SeaWorld. One call was 4 hours, they promised the passes were fixed and that they would extend me the time I wasn't able to go (7 months) they just had to wait for a supervisor to approve it. They took me off hold to ask if I was there every 30 minutes. The call lasted 4 hours, until it was disconnected. No supervisor talked to me. A call back to me was not made, I left my call back number, even confirmed it.In total I have attempted 3 visits, and have 20+ hours of talk time with SeaWorld. One pass had the barcode changed, and 3 passes were ultimately canceled, but I did not receive a refund. My bank told me they did not receive the funds, and I would have to contact SeaWorld which I've done several times via email, phone, in person, etc.
Business response
11/11/2021
Greeting's from SeaWorld San Antonio,

We apologize for errors you received while trying to use your season pass to enter the park, we have looked up your order and do see you were able to speak with representatives from the call center. It does show you did receive a refund for your passes. if you do have further questions or concerns please contact us at ************************************************

Best Regards, Guest Services.
Customer response
11/15/2021
Complaint: 16089731

I am rejecting this response because: My financial institution, Chase, has informed me that they have not received anything and that SeaWorld must route the funds to me. They email SeaWorld sent only marked the return as 'pending' while revoking access to 3 passes yet not refunding me. Also, my pass still does not work. The bar code was not fixed. I have sent you emails to that address about a month ago, no response. Please get back to me.

Regards,

***************************
Business response
12/20/2021

Greetings from SeaWorld San Antonio,

We do apologize for the inconvenience, on our end it does show the credited amount for your order. I will provide a screenshot for your convenience, as stated previously please contact us at ************************************************ to discuss further you are able to address to leadership for follow up.

Best Regards, Guest Services

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

Cookies on BBB.org

ComplaintsforSeaWorld San Antonio

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Business response

Customer response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Business response

Customer response

Business response

Business response

Customer response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary