ComplaintsforSeaWorld San Antonio

• Initial Complaint

  04/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Description: I bought SeaWorld season pass. Upon reaching there we found that SeaWorld had admitted more people than they can handle. Everywhere it was a long time and hours of wait time. We waited at one of the rides for more than 2 hours and finally when the time came, they suddenly cancelled the ride. After the people in the line scattered, they started the ride again. After spending the whole day we couldn't get to do anything they was included on the season pass. On ****** reviews, we found they do it all the time and with many people. When requested for the refund they straight away denied. This is really frustrating that they are running this kind of business in stealing money from people, and they deny refund when failed to provide the service.

  Business response

  04/16/2024

  Greeting's from SeaWorld San Antonio,

  We apologize for the experience you had, while the day you visited the park was not at it's capacity it was a very busy day. With Spring Breaks and other holidays recently there has been a lot of guest visiting the park. Unfortunately all tickets, passes or products are non-refundable, and with you purchasing a pass what we can do is offer Quick Queue for your next visit, if you can reach out to ************************************************ and we can get those set up for you.

  Best Regards, SeaWorld San Antonio 

  Customer response

  04/16/2024

  Complaint: 21525135
  
  I am rejecting this response because: I drove more than 7 hours so that my kids could enjoy the sea world. Now it is not possible for me to go there again. Please make an exception and issue a refund.
  
  Regards,
  
  *****************

  Business response

  04/16/2024

  Hello again,

  Unfortunately, as stated previously, all passes, tickets, and prodcuts are non-refundable. We do apologize for any inconvenience this may cause. We are able to issue you products in hope of a better experience on a future visit.

  Thank you, SeaWorld San Antonio 

  Customer response

  04/16/2024

  Complaint: 21525135
  
  I am rejecting this response because: it is not a consumer first resolution.
  
  Regards,
  
  *****************

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family and I visited the park on 3/30/2024 and it has been the worst experience Ive ever encountered at a theme park. I purchased tickets from my family of seven along with fast passes for seven in total and per their website, every ride is open, including their newest Ride called the catapult. Upon arrival and upon attempting to get on every single ride all of them are closed and when we ask for information on when it will reopen, they are not able to give us a timeframe or if it will even reopen. The fast pass at this point is completely useless as we have not been able to utilize it on any one of our rides. How is this not false advertising with SeaWorld not properly disclosing it rides will be closed. They sure can blame it on the weather because there has not been a single drop of rain, thunder or lightning bolt at all so whats the reasoning for it? I dont know. It is extremely frustrating and as we have gone to guest services we keep being told that there is absolutely nothing that they can do to remedy the situation. At this point in my opinion, thats straight out stealing from your consumer. if you look at a lot of most recent ****** reviews for this theme park, they are all validating that the same things are happening that all of the rides are closed, so why do they not disclose that when youre booking online or making reservations? Be honest, be transparent.

  Business response

  04/03/2024

  Greeting's from SeaWorld San Antonio,

  we would like to apologize for the experience you had while visiting the park, while rides can temporarily close for a number of reasons not only weather. We want to always ensure guest safety on all our attractions. We have looked up your order and see that you were able to speak with the contact center and they were able to issue you a refund on the Quick Queue and issued you tickets for a return visit. The resolution you received would have been something we would've offered as well. If there is anything else we can assist with please reach out to us at ************************************************

  Best Regards, SeaWorld San Antonio 

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased SeaWorld and Aquatica tickets on March 4, 2024. I live in *******, Texas. We drove 4 hours to *** Antonio on Saturday to visit SeaWorld and Aquatica. Aquatica closed at 1pm due to weather so the tickets were not used. I called SeaWorld to get a refund and was told that the tickets are good until March 4, 2025. I explained that I will not be planning another trip to San *******. I was told that they could not help me.

  Business response

  03/15/2024

  Greeting's from SeaWorld San Antonio,

  We do apologize for the inconvenience of the parks early closure, unfortunately all tickets & products purchased are non-refundable. We are able to issue a ticket for a return visit which was being offered the day of early closure. You can reach out to ************************************************ to get the return tickets set up for you. 

  Best Regards, SeaWorld San Antonio 

  Customer response

  03/15/2024

  Complaint: 21416046
  
  I am rejecting this response because: I live 4 hours away. So a ticket for a later time will not benefit me.  I also paid for lodging for this trip. My only reason visiting San Antonio was to visit Seaworld/Aquatica. Therefore, it is unethical that you have guest driving hours to visit your establishment and refuse to refund their money when you close the park early. I will leave a review and warn other guest of your imoral choice in resolving this matter.
  
  Regards,
  
  ***********************

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 10, 2024-I purchased four quick passes and one seven of the seas sampler. Unfortunately, I live in San Antonio and purchased tickets for ******* park despite me even being logged in to my own Sea World Account. I paid a total of $394.03. To this day, Sea World has not refunded me. Not only have they not refunded me, but I even bought the four quick passes correctly for the ** park. To this day, I am still out $394.03. This is very disheartening because I have been a San Antonio season holder since 2012. Anyways, I want my money refunded as promised.

  Business response

  03/06/2024

  Greeting's from SeaWorld San Antonio,

  We have looked up your purchased and do see the refund for the purchase was processed on 2/17/24. We will be resending you the confirmation of the cancellation to you for your records. The card ending in 9947 is where the refund was issued to, if you do not see it please contact your bank. if you have any further questions please contact us at ************************************************

  Best Regards, SeaWorld San Antonio 

• Initial Complaint

  02/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been a passholder for a few years. Last year I submitted a request to change the name on a guest pass. I contacted the chat support and the agent made an error and they started up a new profile for me. I tried to get it corrected but I ended up with two profiles, one for each of my email addresses. For a while I could see my pass information but then my passes were deleted. So I have two logins, and zero passes. Therefore I could not make visits while I was in town but I am still getting billed. I attempted in December to log in with just the pass numbers to make a complaint and get my passes reinstated but noting would come up. Today I see that even though I don't have active passes they are still billing me. The agent I spoke with first confirmed that they can bill me without providing passes because I did not cancel service. I had to press him to get the pass number that he says they can bill me fore. This pass number A257138145863291935 is not active. I did confirm in September that it was ending and only a secondary pass A977627415514923438 would be active until January. I then printed out my passes which identifies that the pass in 1935 is deactivated and 3438 was ending soon. Agent is using the premise that I did not call in or specifically request that billing end on the ********************************************************************** I don't think a second follow up is required after deactivation to specifically ask that card charges stop. Additionally, by removing both passes from my two profiles left me unable to look them up. It left me unable to receive services. Agent is not stating that 3438 is valid or usable. Agent was unhelpful and unapologetic until I refused to let him end chat. The reason I stayed on is because he was very reactive with all information instead of proactively helping and even his reason for not refunding originally was not because he thought i had service provided. It was because he feels the company is authorized to charge fees without providing service. I feel they are providing theft to clients who fall through the cracks.

  Business response

  02/29/2024

  Greeting's from SeaWorld San Antonio,

  We would like to apologize for the experience you had with the contact center, we will be forwarding your concern to the team at the park for follow up and to reach out to you. Please accept our sincerest apologies and do hope to get this resolved for you in a timely manner.

  Best Regards, SeaWorld San Antonio 

• Initial Complaint

  02/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  SeaWorld sent me an email saying my annual passes would be automatically renewed (which was not clear from the beginning). The email said I could cancel via the website or via a phone number. The website wont allow me to cancel since it says "No Active Passes." even though clearly I have four. The number to call answers with a message saying it is no longer an active SeaWorld line. This should be illegal.

  Business response

  02/19/2024

  Greeting's from SeaWorld San Antonio, 

  We have looked up your account and see the auto renew was ended on your account and you have not been charged for this year. We apologize for any inconvenience or confusion. 

  Best Regards, SeaWorld San Antonio 

  Customer response

  02/20/2024

  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.

  I was able to contact the company through a separate support avenue and get the auto renewal cancelled. 

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

• Initial Complaint

  01/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I realized several weeks ago that I was being charged two times a month by SeaWorld for annual passes. The man I spoke with said that the "annual" (meaning one year) passes auto-renew which I did not know or I obviously wouldn't have bought another one for the same person. He said that he would issue a refund for one of the passes for the months that I was being charged. The time he told me it would take has now passed and I have yet to receive my refund. This is not the San Antonio location in particular; I believe it is from their main office but I cannot get a hold of anyone there. I just want my refund.

  Business response

  01/05/2024

  Greeting's from SeaWorld San Antonio, 

  We have looked up your accounts and do see an adjustment was made on 12/22/23 if you are not seeing it please contact your bank. you can also reach us at ************************************************ for further assistance. 

  Best Regards, SeaWorld San Antonio 

  Customer response

  01/13/2024

  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.My apologies! I do see I received the refund - I apologize for my oversight and thank you for the prompt customer service.
  
  Regards,
  
  *************************

• Initial Complaint

  12/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Dec 3, 2023, I purchased 5 season passes online for Christmas gifts and received them all on my one account email. There was no way to give the passes out separately for the recipient to create their own account. So I asked for a refund. They said I could only get a refund if I purchased the tickets again separately. So I did purchase another 5 tickets individually through guest services. And was told that the initial purchase online would be refunded within **** days. This was on December 14th 2023. I still have not received my refund and the worst part about it is that theres no way to talk to anyone in the SeaWorld administration offices. I keep talking to customer service people and they cant help me. I am out $606.18 and am considering filing a police report because SeaWorld is stealing my money.

  Business response

  12/29/2023

  Greeting's from SeaWorld San Antonio,

  We have located the original order and will be submitting for cancellation, please allow 3-5 business days for review and processing. If you have any additional questions or to follow up on the request, please reach out to the team at ************************************************

   

  Best Regards, SeaWorld San Antonio

  Customer response

  01/02/2024

  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

  11/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife bought 5 season passes and is still paying for them on her card. When we visited Sea World I decided to upgrade one of the passes at the customer service area. They charged me for the upgrade and we went on to enjoy the day. Later I found out I am being charged a monthly fee to my card that I used for the upgrade. I called the first time and sea world was not able to help me and told me to file a fraud claim with my bank. After I got a new card I got another charge from sea world. My bank told me to talk to sea world again. I did so and they were able to tell me what happened this time. They said that when I did the upgrade they were suppose to cancel the old pass and issue a new one. They did not do that so now another season pass is being charged.l according to them. I advised them it makes no sense because we have 5 passes and do not need a 6th pass. All I did was pay for an upgrade. I was told they could not help me and that I have to pay for the 6th pass. They told me to resolve the issue with my bank. That they could only cancel the 6th pass if I pay 70$ that I still owe. They were not helpful at all. Not only did I pay for an upgrade on the day I went I am now being charged for a 6th pass without my consent and they refuse to fix it.

  Business response

  11/24/2023

  Greeting's from SeaWorld San Antonio,

  we have reviewed the account and see a refund was being issued after speaking to the call center. if you would like to further discuss please reach out to the park at swt,******************************************** and a representative from the park will be able to assist you.

  Best Regards, SeaWorld San Antonio

• Initial Complaint

  10/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 6, 2023 I purchased 4 Aquatica tickets, the Sting Ray encounter and 4 lounge chairs, for a total of $******. During the online check out process, I got to the end, hit purchase and the page timed out and refreshed. So I checked my email for a confirmation and I had nothing, no confirmation or tickets. I went ahead and tried the purchase again and it went through fine. I checked my credit card 3 days later and sure enough there were 2 charges for ******. So I called Sea World, spent hours trying to actually talk to someone. When I got through, I explained what happened and they said they issued the refund and it will show in 5 to 7 business days. We went to the park and when we went to check in for our lounge chairs they said there were still 2 reservations in my name. I told them what happened and they said they saw the notes where they issued a refund but it obviously never went through. So they said they could refund the lounge chairs and encounter there but not the tickets, we were at a kiosk in the park not the main gate. So the kiosk in the park was able to refund $167.78 of the $******. I called Sea World San Antonio later to try to get a refund on the tickets again. After hours(not exagerrating) on hold over multiple days I finally talked to someone who said they put the return in and it would show up in 5-7 business days. It never came, again. So again I spent hours trying to get ahold of someone. Never got through so issued a dispute with my credit card. They just came back today saying Sea World never got back to them and they don't have the evidence to prove whether or not we used the tickets so they could not reverse the charge either. So here I am over 2 months later and I still have the $237.97 that was never returned for an issue that happened because of a glitch with their website. And again I've been on hold with Sea World San Antonio for over an hour this morning and yet to talk to anyone.

  Business response

  11/01/2023

  Greetings from SeaWorld San Antonio,

  We apologize for the experience you been having trying to receive your refund. we have located both orders and have reviewed all notes on the accounts, we see that the tickets were not refunded and have submitted the refund for the tickets which would be $216.48 and the service fee of $22.49 totaling $238.97 refunded back to you. We have sent it in to be expedited for you, please allow **** business days to reflect back to your account, if you are do not see it by then please reach out to us directly at ************************************************ to be followed up with the refund team. again, we apologize for any inconveniences this may have caused and hope to have this resolved for you as quickly as possible. 

  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. ↩