ComplaintsforSan Antonio Zoo

• Initial Complaint

  11/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed up for the monthly Advocate Zoo membership on 12/2/22, agreeing to a monthly charge on my account of $20 for four membership passes. After several months, the zoo stopped withdrawing the money from my account. We did not try to use our passes during that time, and I did not follow up on why the charges were no longer occurring. Then, on 10/12/23, I received this email from the zoo detailing how to renew my membership and transfer to their new payment system, as my membership passes are no longer valid. Dear San Antonio Zoo Monthly Member, I see you have not transferred to our new Payment plan on our system. I am reaching out to you and sending instructions on how to continue with our payment plan. San Antonio Zoo has a new Membership and ticketing system that will enhance your experience with us. With this transition, is a brand new digital Membership card that will make your zoo visits even better. This means as of June 1st your current digital Monthly Membership is no longer valid. To continue with your membership, we need you to sign up for your improved digital Membership. This will ensure a hassle-free entry on your next visit to the zoo. Follow the simple steps below: 1. Visit our San Antonio Zoo website at ********* 2. Select your desired Membership level 3. Select number of members 4. Select Passes as "NEW PASS" 5. Fill out all your information. 6. Continue to checkout and finish the transaction (you do have an option to continue with a monthly payment plan or pay full) THANK YOU for your continued support of San Antonio Zoo. If you need any assistance with your Membership transfer, please do not hesitate to contact us at ************ or email us at ********************** and if done so already then we do apologize for the inconvenience. Our ******** is always here to help. At that time, I had decided not to continue membership with the zoo and did not follow the instructions to regain membership. I then received an email on 11/19/23 stating that on 11/20/23, I would be charged for the membership despite it and the digital passes no longer being valid for zoo entry. Dear ***************************, We recently became aware that due to an error within our processes and Blackbaud donor management software your recurring Monthly Membership to San Antonio Zoo has not been processing as you intended. **** worked with them to make sure recurring donations will process correctly moving forward. We wanted to make you aware that your recurring Monthly Membership will begin again tomorrow, Monday, November 20, 2023. We will not back charge your payment method on file. If you have any questions, please contact ************** directly. We appreciate your continued support of our organization. Your support helps us inspire people to love, engage with, act for, and protect animals and the places they live through sharing our passion for animal care, education, and conservation. Thank you,San Antonio Zoo *************************** Instagram TikTok Have questions? Email us at ********************* San Antonio Zoo, ************************************, San Antonio, ** 78212-3199, ************* Unsubscribe Manage preferences On 11/20/23, my card was charged $20 twice for a total charge of $40. I have emailed the zoo countless times asking for a refund and termination of the no longer valid membership with zero response. I have called their member services line and been on hold for more than 30 minutes each time with no answer; when I select a callback, I never receive one. I have been refunded half of the charge to date without communication. I have contacted my bank, and the only other way to stop this recurring monthly charge is to shut down that debit card and wait days for a new one. I want a complete refund and termination of the recurrent charges for a no longer valid membership.

  Business response

  11/30/2023

  ***************************, has been refunded a total of  *****, she need to allow credit to show in her bank account.  Due to the holidays it may take more than 7 business days.   Her credit card ending in **** has been removed from auto renewal.

  ***********************

  Customer response

  11/30/2023

  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

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In January I bought 3 yearly passes and since last month my family have been denied entry to the zoo. There has been several attempts to correct this issue however as of today nothing has been remedied. I want them to either fix the passes or give me a refund, plus they owe me a month of denied entry.

  Business response

  07/14/2023

  TCalled ****************, I explained how he would enter his Id on the email, said he did not receive one, sent him the link, when he got to take the photo it did not allow him, he was holding his son while he was napping, I have offered for him to call me back if he has any issues, he was offered Train Ride, Butterfly tickets and Carousel.  Guest was Satisfied,    ***** 6/22/2023ell us why here...

• Initial Complaint

  01/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I went to the *********** today, owned by the San Antonio Zoo. I walked in with my 2 young children, and a small puppy in a carrier I had wrapped across my body. I walked right in and paid for unlimited rides for my 2 children (without being advised of the pet policy). After about 15 minutes I was approached by an Employee who advised I would need to check my small puppy in with security. I willingly obliged, and waited on Security. When I was approached by the Security Guard, ***********************, I immediately felt attacked. His tone was completely unprofessional and he acted as if I had committed some type of crime. He was rude, and raised his voice to me several times, demanding that I leave the premises WHILE MY children (4 and 5 year old) were on a RIDE. I asked him how I was to know small dogs in carriers were not allowed on premises, to which he only became more aggressive and demanded I leave the park. I asked about being refunded to which be rudely responded that was not his problem and to take it up with ***************** The issue here is solely with the threatening and intimidating tactics used by the Security guard, it was completely unnecessary. I had no issue leaving, but did have questions, about the pet policy, and did not need to be treated like a criminal. I am awaiting a resolution from the Security team, and am also filling this complaint so as to raise awareness. As a paying Customer, it is unacceptable to have staff members intimidate and raise their voices to you, ESPECIALLY in a family oriented environment.

• Initial Complaint

  10/18/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have had a membership with the zoo for a long time now. For the past 3 months I was charged for that membership however every time I go they tell me my membership is not active. I had spoken to a very rude lady in the office on 10/18 who told me I havent been making payments. I even tried to show her my bank statement from the payments coming out and she refused to look and kept telling me I was I correct. Her terrible attitude and the fact I keep getting charged for a service I cant use is enough for me to never come back to this zoo again

  Business response

  10/20/2021

  Thank you fortaking the time to share your thoughts and concerns about your recent visit toSan Antonio Zoo. It seems that we did not meet or exceed your expectation whenit comes to your experience. I would sincerely like to apologize.  
  
  Based on research it seems we have had three different credit cards listed on your account for your monthly membership. The first card (last four ****) was added on 4/30/21 but declined on 5/31/2021. When that occurred your monthly membership stopped. On 7/23/21 a new card was added (last four ****) on 8/31/21 that card declined. Again the monthly membership stopped. On 9/23/21 a new card was added (last four ****) at that time your expiration date should have been adjusted to 10/31/21, but it wasn't. On 9/30/21 the credit card tried to process Octobers monthly membership but it declined too. Overall this was a simple system error (with the system not automatically moving your membership over to October when you changed CC#'s on 9/23/21), and a credit card processing declined status that caused the issue you received. 

  We have adjusted your membership to 10/31/21. We would like to inform you that on/near 10/31/21 your card will try and process your monthly membership for November. If the card declines your membership will stop.

  Again, Ihighly appreciate your feedback. It will assist us in becoming better at whatwe do.  It is our goal to retain you as a satisfied guest and we hope youwill give us the opportunity to do so. If you have any questions email us backat your convenience. On behalf ofthe entire staff here at San Antonio Zoo, thank you for your input and we lookforward to seeing you again soon. 

  Ash ******

*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. ↩