Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/29 I started the purchase of 5 admission tickets plus food passes for a total of ******** We were planning to go with another family on 1/2/2025, and they were purchasing their tickets separately at the same time. That family called us in the process of ordering our tickets and told us that all park attractions were not open the day we were planning to go. I had already entered my payment info but had not completed the order. I was in the process of adding the names of my family when I stopped the order and left the website. I did not complete the order however the next morning I noticed I was charged for the tickets anyway. I have an email from Busch Gardens stating I need to complete my order, which confirms the order was not completed. I called the customer service department and they told me the tickets were non-refundable. I want my money back.

  Business Response

  Date: 12/09/2024

  We investigated your order and found that the refund was processed on December 1, 2024. Please allow up to two billing cycles for the refund to fully process and appear on your statement. If you need any further assistance or have additional questions, you can email us at ***********************************
  

• Initial Complaint

  Date:10/10/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased day tickets and a parking pass on Jul 1, to attend Busch Gardens on 10 October. BG changed the schedule for 10 Oct to an evening Halloween event and refuses to honor my day tickets for the 10 Oct. I have called twice to request a refund to be transferred to a supervisor and then on hold for an hour. I emailed and have not received a response.

  Business Response

  Date: 10/18/2024

  Thank you for reaching out. We apologize for the delay in responding to your email due to a high volume of inquiries. After reviewing your case, we have confirmed that your order has been refunded. If you have any further questions or need additional assistance, please feel free to reach out to us at ************************************

  Customer Answer

  Date: 10/21/2024

  
  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.  Thank you for your intervention, which would have been unneccesary if the business acted accordingly,
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:03/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/27/24 I purchased 2 Fun cards from Busch Gardens for my daughters, they do NOT include parking. I paid in full $******. Parking is now $** a park visit. Today I received an email that I could upgrade my purchase. "Click Here". I called the ticket office at Busch Gardens. The manager ******* told me to different stories of why I could not trade up to the 2 park in 1 passes that INCLUDE parking. First he stated that I had to purchase 2 new tickets, that being the 2 park in 1 that includes the parking. That is not upgrading my current tickets. That is buying 2 new tickets. Later in the conversation he changed and said that I could not have the passes upgraded because my daughters have been to Busch Gardens one time and have therefore used the product. I understand that but that is NOT what the email stated today. The 2 park in 1 passes were $***** each. Equivalent to what I had purchased. So the email was very misleading. False. Not upgrading if you have to buy new tickets. ******* changed his story after 45 minutes, hey, they have been used once so no deal. He stated if they had NOT been used that he would have swapped them out. I was trying to upgrade to get the parking. Why did ******* not offer a parking pass at a decent fee as we are locals and my daughters wanted to attend the park a lot over the summer. My daughters have to pay for parking each visit $** and a locker to put a medical bag in that is not allowed on rides **** One daughter has a severe peanut allergy and must have epi pen with her at all times. (anaphylactic level)That is ****** extra a visit. The 2 park in 1 pass was not offered on 2/27 or I would have purchased it to cover the parking. We are local (within 45 minutes in *** **** ******). Busch Gardens makes plenty of profit from out of town and out of state visitors. The email was misleading. The passes can be swapped. Especially after ******* stated he would if they had not been to the park one time already. Screenshots attached

  Business Response

  Date: 03/27/2024

  Thank you for taking the time to speak with us regarding your concerns. We sincerely apologize for any issues you might have experienced while trying to upgrade your Fun Card. We are able to offer your special promotion to upgrade your Fun Card to an Unlimited Membership for ***; However, because the offer has expired, we would need to assist you at the park with your upgrade. 

  Our guest arrival manager, Eric, attempted to reach you on Saturday and left a message. Please do not hesitate to return his call if you would still have any questions or concerns, or you can send us an email at ************************************ 

  We value your feedback and appreciate the opportunity to address your concerns. We look forward to assisting you with your upgrade. 

  Customer Answer

  Date: 03/28/2024

  
  Complaint: ********
  
  I am rejecting this response because: BG did NOT call me on Saturday and leave a message. I want to upgrade the two Fun Cards as the email stated that I received for ****** a piece. I attached screenshots that of the emails that I received. The wording of the BG emails were misleading and what I see as false advertisement.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:11/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought season passes to Busch Gardens Williamsburg last year as a Christmas present for my wife. It's been almost a year and Busch Gardens emailed me about my renewal and how to cancel it. I went online to cancel my renewal, and there are instructions to end my pass but there is no way to cancel it online, I have to call customer support. I have tried calling them over the last couple of days and spent about an hour on hold before their automated system prompts me to leave a message. I just want to end my season pass upon its renewal, but I seem to be trapped by predatory business practices to keep my business and charge my account for an amount that I am unwilling and unable to pay.

  Business Response

  Date: 11/12/2023

  I apologize for the time and inconvenience you have endured regarding cancelling your pass. After reviewing your account, it appears that you were helped by our call center and your passes have been successfully ended. Just so you know, while the payment has been ended and you will not be charged again, the passes are still active until 11.24.23 since they were paid in full 1-year memberships.

• Initial Complaint

  Date:10/31/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a 2 basic membership passes to Busch Gardens that I've had since ***** *'ve tried several times to 'end' m* ***** subscription. This website does not work! It's confusing and takes you from your passes back to the cancelation screen. After realizing that payments were still being taken out of my account, I tried to call customer service at *************** however, I was waiting for almost an hour and hung up. In the meantime, I sent an email to customer service on 10/3/23 and received an automatic response that they're receiving a high volume of requests and will answer emails in the order they're received. I have yet to get a response and in the meantime, my account is still being charged. Attached are the screenshots I've taken of my passes and payment info. I have 3 passes on my account, but I'm only paying for 2 of them (the preschool pass was never activated). I don't think it should be this difficult to end my membership. Can someone please assist to help me get this settled? Thank you. ***** *******

  Business Response

  Date: 11/12/2023

  I apologize for the inconvenience you experienced regarding your membership. It appears that your passes and ***** were both cancelled on 10/10/23 and no further action is required at this time. 

  Customer Answer

  Date: 11/13/2023

  
  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.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:10/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Busch gardens will not stop charging my credit card every month despite me cancelling the monthly payment through their website, and they will not answer the phone on at least 4 times that I've called their posted phone # on their website (on hold for hours, and the "call me back when somebody is available" never results in a call). I need to get them to stop charging my credit card but there is no way to talk to them.

  Customer Answer

  Date: 11/11/2023

  Hello,

  I have not heard from Busch Gardens specifically replying to the BBB complaint.  But I did contact Busch Gardens directly by e-mail and they replied to me several days later (with no reference to the BBB complaint).  They showed me the contract that I signed up for which allegedly obligates me to 12 months of monthly payments, despite the "cancel at any time" allowance.  So assuming that BG is correct about the 12-month obligation of the membership, then my complaint changes to false/misleading advertising.  Because apparently "cancel at any time" means "sure, you can cancel at any time, but we're still going to charge you for a year." So I argued with them and challenged the payment with my credit card company who is disallowing the September 2023 monthly charge, plus the October monthly charge which are both after I cancelled in August 2023.

  *****

  Business Response

  Date: 11/12/2023

  Thank you for reaching out to Busch Gardens. It appears that your account is still in commitment until 11/27/23 as per the contract you signed when purchasing the pass. It also appears that you have initiated a chargeback, so we are unable to assist you any further on our end. Your account is now in collections, and you will need to contact our call center or visit our park to pay the remainder of your account if you desire to purchase another pass for any of our parks.

   

• Initial Complaint

  Date:10/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried calling and chatting and can get ahold of no one at Bush Gardens Williamsburg. I am currently getting charged and it is on my bank statement. After many attempts today with hold times over 220 minutes with no answer I had to give up. I’ve searched for phone numbers and all I found were complaints about the same problem I’m having now. I need a return call from Bush Gardens Williamsburg about billing where they are charging my card and their app or web page that they push everyone to does nothing. I filled out a form and after completing my message said they would try and return my call within 5 business days.

  Customer Answer

  Date: 10/19/2023

  I have finally been able to reach someone at Bush Gardens and was able to resolve my account problem.  

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is my last chance for help. I don’t know what else to do. I’m highly disappointed in the way things have been going. Hello my name is ***** *******. I’m reaching out because I’d like to know what can I do about my platinum membership? I paid for the membership September 3rd to enjoy my birthday at the park. I spent my last to enjoy the park. However after purchasing I realized the park was only open on the weekends. I extended my stay (traveled from FL) , booked extra nights in the hotel just to go bush gardens. Waited the week out to go. Unfortunately the hurricane came and we couldn’t go the first day. Now here’s the problem, next day came and the park was packed! Nothing unexpected but the rides was closed! Bathrooms were dirty!Food was closed! Nothing was barely open. I left early I was not enjoying myself at all. I reached out to customer service asking if I can get a refund since I am a Fl resident and came for vacation. I was told no. I asked if I can restart my membership to the following month so I can at least enjoy the month since it’s only open on weekends! I was told no! I just want to know how can I be helped ? How can I be accommodated. I love ** ***** and I wanted to love BG Williamsburg too but this had left such a bad taste in my mouth! It’s been tough for me, I spent all of my savings trying to do something nice for myself and have fun on my birthday. Please help me. That is the email i have been sending for days. And getting a non delivery response?? I don’t understand. I just want to be helped please. I have no job. No money and i really wanted to spend my birthday at Bush gardens.

  Business Response

  Date: 09/20/2023

  Hello and thank you for reaching out to us. I apologize for the inconveniences you experienced with you Platinum Membership. Unfortunately, due to other outstanding past due passes under the same information provided we are unable to cancel the membership until the commitment is made. Please note that your membership is valid at all 11 of our parks across the company.

• Initial Complaint

  Date:09/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Due to unforeseen circumstances I had to cancel my reservation ********* ** 7/18/23 for arrival date 7/20-22/23 to Bausch Gardens Williamsburg. Within the timeline to cancel the reservation it was clear to me that I would receive all monies except for the cancellation fee of ******. Even though no confirmation cancellation email was sent to me your representative reassured me that the reservation was cancelled. I then checked my email and still no cancellation confirmation. The representative then suggested I check my spam still no email so I asked her for the cancellation number and this is what she gave me #********* The next day 7/19/23 I checked my yahoo account again still no cancellation confirmation l. I got back on the phone and spoke with another representative who looked up my cancellation number and repeated the same information as the day before to check your spam it may take a few minutes to come through etc. so I called back again the same day and your representative told me to call the ******** directly for the refund. The ******** representative advised since this reservation was made with Busch Gardens they are responsible for the refund. This complaint is to ask for the amount of ****** is refunded back to me

  Business Response

  Date: 09/20/2023

  I apologize for how long it has taken to receive your refund; I am sending this to our Group Sales team to assist with locating the reservation so that we can ensure it has been cancelled correctly and refund correctly as well. If the ****** ******** ****** *loses this case before, we are able to resolve it for you, please email us a* *********************************** and reference *** and the case number so that we can assist.

  Customer Answer

  Date: 10/01/2023

  This compliant has been resolved with Sea World Vacation

   

  many thanks

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

• Initial Complaint

  Date:09/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Visited Busch Gardens 9/2/23 Multiple rides out of service Shows were discontinued but still listed on the website Called and spoke directly to customer service before leaving for trip and was assured all shows were available and open. Have made multiple attempts to contact company, left messages and still no response.

  Business Response

  Date: 09/20/2023

  Thank you for contacting us, unfortunately there is not enough information provided in your contact information or the body of you comment, we would be more than happy to send you a return visit but first need to verify your previous order. If you do not wish to provide your order information as this is a public forum you can email us at ************************************ ****** ********* *** ****** ******** ****** ** **** ** *** ********* ***********