Amusement Parks
Kennywood Amusement ParkThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Amusement Parks.
Complaints
Customer Complaints Summary
- 18 total complaints in the last 3 years.
- 4 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/05/2025
Type:Product IssuesStatus: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 3 season passes for 2024 but only processed 1 of them. Unfortunately we were unable to use the other two passes due to family illness/death. Kennywood normally refunds the cost of passes if they arent processed. When I emailed asking for a refund they told me they couldnt. I then asked instead of a refund if they could ant least give a credit for me to apply toward 2026 passes and they again said no. If they give refunds to other customers for unprocessed passes, they should do so across the board for all.Business Response
Date: 09/06/2025
A Park representative will contact the guest directly.Customer Answer
Date: 09/08/2025
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
Date:08/07/2025
Type:Billing IssuesStatus: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.
We received emails and saw advertisements in regards to Kennywood purchases being $39.99 until August 3. My daughter went to Kennywood with the impression that it would be $39.99 to enter. They charged her the full price plus $1.00 fee which was $75.99. The regular cost is $74.99 and they also had another promotion in which it was $54.99 but she should have been charged $39.99 and I believe since she was 16 years old, she was overcharged. I called the office and they indicated that it was to be purchased online but nowhere in the ads or online does it indicate this, if it did, I would have just bought the ticket online.I am asking for a refund in the difference of $75.99 minus the $39.99 which equals $35.99 to be refunded. We will also accept a free riding ticket for next year as well. I'm a single mom and every ***** counts and it is outrageous to charge that price for just a few hours of riding especially when the food costs $20.00 for one meal.Thank you!Business Response
Date: 08/07/2025
The business will contact the guest directly in a few business days.Customer Answer
Date: 08/08/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.That's fine that they contact me but that still does not resolve the refund. That is what I am seeking. If it was for online only, the ads should have indicated that. I was speaking with someone about what happened and they said they were glad I said something because they, too, were going to send their child and now they knew not to because of being charged the full price of $75.99. It is unacceptable and I need them to send the refund.
Regards,
**** *****Initial Complaint
Date:07/25/2025
Type:Billing IssuesStatus: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.
Received email from Kennywood Amusement Park claiming there was an unpaid amount due for a prior season pass.
I requested an overview of payments from business so that I could reconcile with my bank but never received. (see attached)
Additionally, many season passholders had this issue and the news media was contacted at the time. (see attached)
They have since sent this to a debt collector (see attached)
I am asking for correction to credit report, an overview of charges vs. payment and contact by the business (via phone)Business Response
Date: 07/25/2025
The company will respond to the guest directly.Customer Answer
Date: 07/28/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
This does not solve my complaint. I did receive a call from Kennywood and have since sent them additional documentation.
ADDITIONAL INFORMATION:Hello I do not accept the response from the business. They sent emails that I owed $130 for past payments from a season pass from November 27, 2023. (this was sent in January 2025). Over a year later. I emailed Kennywood asking for an overview of payments vs. charges with no response. (see attached) because I no longer have access to the records from 2024 on their website.
Instead of emailing the requested information they sent my account to collections last week. (6 mos after I requested this information).
Many season pass holders are having the same issue and this was also sent to the news media to cover.
I have also asked for the contact information for the new company that purchased Kennywood but was denied this information. (I did find on my own)
I am working directly with ACS letting them know I am disputing but in the interim I am asking that all negative reports from Kennywood (Palace Entertainment) be removed from my credit report.
Regards,
****** *******Business Response
Date: 07/28/2025
Park will contact the guest directly, via phone. It is suggested the guest continues to work with ACS agency regarding outstanding payments.Customer Answer
Date: 07/28/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Business response does not address their lack of response in January or addressing negative credit impact. They continue to say the same thing over and over and not address the issue. I am ALREADY working with the credit company.Regards,
****** *******Business Response
Date: 07/29/2025
A representative has been trying to contact the guest directly. Waiting on a response from guest, via phone.Customer Answer
Date: 07/31/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The business continues to respond with the EXACT same response. They are not addressing the complaint which is the fact that I was never provided the information regarding a back payment from the year prior . I asked for this information but it was not provided previously and instead was sent to credit collections. I also asked for the information to contact the new owners of the park but also was not provided this.
Regards,
****** *******Business Response
Date: 07/31/2025
The business provided all requested documentation on July 26, 2025. Guest accepted the documentation shared. The guest must contact the park, to the contact information provided in the voice message left on July 27, to further this conversation.Customer Answer
Date: 08/11/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
My complaint was closed without resolution. Received email from Kennywood Amusement Park claiming there was an unpaid amount due for a prior season pass. I requested an overview of payments from business so that I could reconcile with my bank but never received this information back in February 2025. (I have finally received). Rather than send me the information requested, they sent my account to collections. Additionally, many season passholders had this issue and the news media was contacted at the time. I did receive a call from a director at the park but when I returned the call I left a vm and was not contacted back. I have also contacted the debt collector twice and left messages with no return call. I am asking for correction to credit report and an apology from the park.Regards,
****** *******Business Response
Date: 08/11/2025
Park representative contacted guest on Saturday, Aug 9 and spoke with guest twice. Since then, guest has settled outstanding payment (payment made on Aug 9, 2025). Business contacted credit collections agency to have the negative credit removed from guest. On Monday, Aug, 11, 2025, credit collections agency confirmed this account has been closed and negative credit removed. Park rep sent an email to guest updating of this resolution. This has been resolved.Initial Complaint
Date:01/28/2025
Type:Billing IssuesStatus: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 purchased 5 season passes for order # ******* on a payment plan. I made the first 2 payments( April and May) and stop making payments. I was told that the passes would be cancelled due to non payment and only needed to do anything. I never received any charges coming through my account since June. So I assumed everything was cancelled out. Come 6 months later Kennywood decides that they are going to go back on all purchases made 2 years ago on payment plans and try to collect money. They took 2 payments of $162.50 out my account that i did not authorize. I reach out to the manager ******* ***** to get the charges refunded and she is refusing because she is stating per the retail installment contract thats why the charges were taken out and that passes couldn't be refunded once they were used. However, I was never provided this contract or agree/signed to this contract. Also, she was able to refund for a previous issue I had with a purchase, so it can be cancelled. I want my money refunded and the 2 payments I made of $345 for April and May covered the cost for the ticket prices for just visiting that day. Also employees would refuse entry when trying to use my card due to non payment and they advise card was cancelled. But ******* ***** is not holding her team accountable for providing incorrect information and taking money well past the time frame to collect.Business Response
Date: 01/28/2025
A representative from the park will reach out to the guest directly by the end of the day Wednesday, 1/29/2025.Initial Complaint
Date:07/12/2024
Type:Sales and Advertising IssuesStatus: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.
Date of the transaction: 5/22/2024
Order number: ******** Background: Kennywood offered a Memorial Day weekend promotion for buy one ticket get one for 75% off. I purchased tickets online using this promotion. I needed 5 tickets total which is the quantity that I put in on the order. Once the order was complete, I received the tickets via email and saw that 10 tickets were sent. I went back to the Kennywood website and then noticed in small print underneath the Buy 1 Get 1 at 75% off promotion that the tickets were a 2 pack.
Problem: I called Kennywood on 5/23 to ask if I can be credited for the tickets that I will not use since I only needed 5 total tickets (Kennywood should be able to confirm that I have 5 unused tickets in my order). I was advised that I needed to send an email to ****************** which I did on 5/23. In my email, I clearly outlined that I inadvertently ordered 10 tickets but needed 5 (would have been 6 since it was a 2 pack). I have yet to receive a response from Kennywood and have sent emails on 5/23, 5/28, 6/11, and 7/2. I called several times and have left messages for customer service and spoke to Katie (general representative) who keeps referring me to customer service. My calls were on 5/23 at 12:01pm ET, 5/25 at 6:03pm ET, 5/30 at 11:34am ET, and 6/4 at 11:09am ET. I attempted to contact Kennywood's parent company (listed online as Palace Entertainment), but I cannot find a non-international phone number to reach out to. I would like to be refunded for the unused tickets that I accidently purchased because I did not realize that the quantity was for a 2 pack of tickets.Business Response
Date: 07/12/2024
The business will contact the guest directly.Initial Complaint
Date:10/27/2023
Type:Service or Repair IssuesStatus: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 am a 2023 platinum season pass holder for Kenny wood and on 10/27/23 at 7:32 I arrived at Kenny wood and went to the booth to get my two free tickets for the event and asked the associate about a entry for platinum members and she said oh there isn’t one. I asked wait what I wait until he GA line of hundreds feet deep with two disabled guests? She said yes, I stated I’d come back or wait I can’t do that, she said oh there for tonite only and there’s nothing I can do. I paid for two season passes in the amount if $473.89! To wait ? Then all years various rides were not working, closed and or shut down, and early closings! Nothing was ever offered back for any incoveince. Tonite is the last straw not only will I never buy these passes but $473.80 and I can’t get in a quick entry with two disabled patrons? &473.80 to come less then 5 times this year due to the early closing and lack of various rides? Yeah I was ripped off and taken advatage of! I’d like the money spent on the passes at this point as there closing and can not provide me with anything and haven’t been fully open and or able to provide all the rides in the park all year !
Help the rip off.Business Response
Date: 10/28/2023
A park representative will reach out to guest.Customer Answer
Date: 10/29/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.the contact made simply state the terms and conditions no offer was made to rectify the situation!
*** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
Regards,
****** ********Initial Complaint
Date:10/03/2023
Type:Customer Service IssuesStatus: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 paid $16.00 for a picture and did not receive it. I emailed Kennywood and
got a response from them saying they would mail it to me. I never received it and they stopped
answering my emails.Business Response
Date: 10/03/2023
A park representative will be in contact with the guest directly.Customer Answer
Date: 10/10/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
It has been 5 busniess days and I have not been contacted by a Kennywood Park representative.
*** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
Regards,
******* *******Business Response
Date: 10/11/2023
The Manager from the photo company has reached out, via email, and is awaiting a response from the guest.Initial Complaint
Date:08/28/2023
Type:Service or Repair IssuesStatus: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 have valid season passes for Kennywood amusement park. Its office website is *************************. On its website it show that with any valid season passes of Kennywood you can go to the idlewild Waterpark for free on Tuesday 8/15/2023. We take the day off the work on 8/15/2023 however the idlewild Waterpark is closed. I ask for solutions for this situation by phone calls and emails and never get any back from Kennywood customer service.Business Response
Date: 08/29/2023
The Park will reach out to the guest directlyCustomer Answer
Date: 08/29/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
*** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
Regards,
******* *********Business Response
Date: 08/30/2023
The Park will contact the guest directly by the end of the day today (Aug. 30, 2023)Customer Answer
Date: 08/31/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
*** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
Regards,
******* *********Initial Complaint
Date:08/15/2023
Type:Service or Repair IssuesStatus: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 sunday August 13th i drove my family of 5 over an hour drive to kennywood i get all the way down there after spending over 80 in gas to get turned away becouse the park was too full and there was no parking. Something should of been put on the news or something that the park was to full.Business Response
Date: 08/15/2023
The park will contact guest directly.Customer Answer
Date: 08/16/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Nothing was done a lady emailed me and i never hurd back
Regards,
***** ******Business Response
Date: 08/17/2023
A response will be communicated with the guest by the end of the day today- Aug. 17, 2023Customer Answer
Date: 08/17/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Nothing was done im basically being called a liar. I was turned away from the business on sunday and they are saying i wasnt. You would think after driving an hr in a half down they would actually care. Just seems to me that they dont care about anything or any problems. Sad becouse my family and i do spend alot of money when we go into the park and after this it seems like they dont even care and my family and i probably will not ever be returning
Regards,
***** ******Business Response
Date: 08/25/2023
Thank you for your comments. Per our previous correspondence, we are awaiting your response to our direct communication so that we can resolve your concerns and welcome you back for another day.Customer Answer
Date: 09/05/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I sent over the tickets and i also shredded them as i was told they were going to cancel them out and give me tickets for the fright nights. Haven't hurd anything more from the company
Regards,
***** ******Business Response
Date: 09/07/2023
The park has not received any further communication since the park contacted the guest on Aug. 17, 2023. Please contact the park representative you have been in contact with. directly, to help resolve this matter.Initial Complaint
Date:07/28/2023
Type:Service or Repair IssuesStatus: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.
Hello - I sent an email about this on 7/8 and never received a response.
I wanted to write with regards to my ticket purchase from 7/4. My daughter and I have platinum passes and used a guest pass of ours for 2 of our family members this day. I purchased the attached tickets for the additional 2 family members for 7/4. These family members reside in Kentucky, and came up for the holiday. I treated them to a Kennywood day as they were born here and they haven’t been here since before COVID. Their main reason for visiting the park was to go on the steel curtain. We were going to purchase the roller coaster passes. We found out upon visiting the park on 7/4 that the steel curtain was closed. They all ended up leaving after an hour. Their main purpose for this visit was to ride the steel curtain. I am extremely upset that I spent this amount of money on tickets and your biggest attraction was closed. As a pass holder, the ride is closed every time I’m there but I have a pass for my daughter so we spend all of our time in kiddieland.
Based on the experience, can I please be refunded for these tickets? I would not have purchased there or planned this day for my out of towners had I known the ride would be closed.
In addition they tried to ride the phantom’s revenge, however the line was insanely long as there was only 1 car running.
I understand rides close for safety reasons however the price for day tickets is not consistent with the amount of rides closed this day.
I visited guest services when my family was leaving and they offered tickets to come back another day; however they live in Kentucky and likely won’t be back this year.
Thank YouBusiness Response
Date: 07/28/2023
The Park will reach out to the guest directly.Customer Answer
Date: 07/28/2023
** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** ********* ** *** ***** *** *** ****** ** ****** ******* ****
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,
******** ****
Kennywood Amusement Park is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited 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, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
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. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.