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:08/22/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 visited SeaWorld San Diego on 05/17. Place a food order via their mobile app, I didnt receive an email confirmation. When I went to restaurant **************, I was advised by employee that order was not received. I was charged the amount to my bank. I have been dealing with them since May and still have not received a refund

• Initial Complaint

  Date:08/09/2025

  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 was charged for auto-renewal of yearly passes without prior notice or authorization. The passes don't even appear for me to cancel them.

  Business Response

  Date: 08/15/2025

  Passes have been canceled and a refund would be issues. Please allow 21 to 30 business days to process. 

• Initial Complaint

  Date:08/05/2025

  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.

  Seaworld EZpay is the biggest scam of my life. I bought passes and once they were paid in full I bought new passes on sale and figured YOU COULDN'T have 2 passes at the same time assigned to the same person with the same email. Months later I come to find out I am being double charged for the same pass. They are unable to do anything. HOW COULD I USE 2 passes at once? I was being charged for myself and my husband from Nov 2024 - April 2025 until i realized this scam. Because I did not explicitely cancel when I got another pass they claim they cannot give me back money for a pass I COULD NOT USE. I had 2 passes to myself an my husband. This is literally stealing. I spent 42 min on hold to be told too bad I had 2 passes at the same time and to make sure to cancel these if I get new ones again. I was ready to renew my pass if I was able to get the money I spent on 2 passes at the same time put towards next year but instead Sea world ezpay steals money from their patrons.

  Business Response

  Date: 08/15/2025

  passes have been cancelled and a refund was issued. Please allow 21 to 30 business days for the refund to be processed. 

• Initial Complaint

  Date:08/04/2025

  Type:Order 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 an annual pass.Seaworld continued to bill beyond the 1 year period. Per state law, they are supposed to notify the consumer about a renewal and provide the same method to cancel the renewing contract as was used to buy it (i.e. online through the app). I expect a refund of the month that was billed that we did not use."Businesses must obtain "express affirmative consent" from consumers before charging for an automatic renewal, a standard that is stricter than the previous "affirmative consent" requirement. This consent must be obtained in a manner that ensures the consumer's ability to give it freely, and businesses are prohibited from using contractual language that undermines this consent. Companies are required to maintain records verifying this consent for three years or one year after the contract ends, whichever is longer.For annual purchases, businesses must send consumers an annual reminder notice detailing the product or service, associated charges, and the cancellation procedure. This reminder must be sent through the same medium used for the original transaction or the consumer's usual interaction method. Additionally, if there are any changes to fees, businesses must notify consumers between seven and 30 days before the change takes effect, providing clear information on how to cancel.The law mandates that cancellation processes be accessible through the same medium used to activate the subscription, ensuring consumers can cancel easily and without unnecessary barriers or delays. For example, if a subscription was signed up for online, cancellation must also be possible online. The law specifically requires that if a business offers a discount or retention benefit to prevent cancellation, it must simultaneously display a prominently located, continuously available direct link or button labeled "click to cancel" or similar wording."

  Business Response

  Date: 08/15/2025

  passes have been canceled, and a refund will be issued. Please allow up to 21 to 30 business day for the refund to process. 

  Customer Answer

  Date: 08/15/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  THANK YOU - shame on them - they need to follow the law - it's pretty clear and they are a big company.
  
  Regards,
  
  **** ******
  
   

  
  

• Initial Complaint

  Date:07/12/2025

  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.

  I ordered a season pass 3 weeks ago. First time I went to Seaworld, all the rides are closed “for maintenance” except a kiddy ride and another ride. Then I went to Sesame Place on a Friday, another one of their theme park with water attractions. I came to find out 3 of their 6 rides are closed. Tried Sesame Place again on weekend and those rides were still closed. Dug around the website, and they claim the rides are down for “routine maintenance”. Just went again today, still down after 3 weeks. Then I wanted to ask why my daughter in her dry swimsuit needs shorts/pants on to ride the dry rides when it’s a water park. I went to complain with the “customer service manager” and was told service area was closed and to come back. I said why would service be closed and told him to get me a manager who would be willing to help. Then he got another lady and she told me she’s the higher manager. And she tried to tell me it’s because they don’t allow wet clothings on “electric rides”. What electric ride? They didn’t send me away, because I’m a guy and I’m wearing shorts. I’m wet because of the wave pool. How am I allowed to ride? But not my daughter when she’s in swimsuit. Why mix wet and dry rides and expect people to change between the rides. And why is the site listing the water rides down for routine maintenance when the staff/manager at the park said they have been down since the previous year and don’t know when they’ll be opened up again. That’s not routine maintenance. The water slides are only open in summer months. Routine maintenance should be and could have been done during off time. This is obviously a lie to fool people into buy tickets and passes. It’s time and money. I drive 45 miles to take my kid there when I could have gone to much better park, just another 15 miles farther. I’m disappointed by the business conduct. And my kid is disappointed because of the closed rides and the hassles.

  Business Response

  Date: 07/25/2025

  Refund has been processed, please allow 21 to 30 business day for the refund to be reflected in your account. Passes are no longer active. 

  Customer Answer

  Date: 07/25/2025

  I don’t understand how the refund is processed.  I’ve not been contacted.

• Initial Complaint

  Date:07/07/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Have had problems with my SeaWorld annual pass account for 2 years now charging my credit card on file for old, 2022 outdated passes that are still listed as "ON HOLD FOR PAYMENT" on my account. ********************** tries to charge me full price every year and... I have called each year to request SeaWorld remove these from my account then they charge me full price anyway. My credit card notifies me of this fraudulent charge, which then makes my credit card unusable because I say no, I didn't authorize these charges. 2nd year in a row this has happened! I was also charged for my new passes I bought using the 4th of July Buy 1 get 1 free sale, but they are not in my account. I called and spoke with someone today who was no help.I then asked for a manager - (Manager Name-**** V-**************** Manager-*******) who said "Sorry can't seem to remove those old passes and SeaWorld won't honor the July 4th sale that I clearly bought and have pending charges for. He said I would have to pay $120.00 more for the same passes because the website was not working and sending error messages. He then told me he would make a note to refund my credit card for the cheaper passes so that he could charge me ******* recap...after not honoring my multiple attempts to buy my passes during the July 4th sale for $120.00 less money, he also still did not remove the old ************************************ my account which will probably produce fraudulent full price charges to my credit card again next year. And the final insult after talking to the Supervisor today, I now have (6) annual gold passes instead of (3) on my account with HOLDS on them to be fraudulently charged full price on the next renewal date!! I really assumed SeaWorld would apologize for my inconvenience, remove the OLD...NO LONGER USED, ON HOLD PASSES and honor the July 4th sale price. Boy was I wrong! Customer BEWARE!! Worst **************** of any company I have ever dealt with. And that's saying a lot!!

• Initial Complaint

  Date:07/07/2025

  Type:Product 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.

  Complaint:SeaWorld San Diego charged my credit card for an annual membership renewal through their EZ Pay program without sending me any advance notice, email reminder, or proactive communication. I did not authorize this charge, nor was I aware that my card would be charged again.When I contacted SeaWorld immediately after noticing the charge, I explained that I had no intention of renewing and had not been given an opportunity to cancel. Their customer service team responded by referencing terms and conditions on their website, but they did not acknowledge the lack of advance notice or the poor user experience that made it extremely difficult to cancel ********* my view, this charge constitutes an unauthorized auto-renewal and is inconsistent with fair consumer billing practices. Many reputable companies send a reminder email prior to renewal to ensure customers are informed and have the option to cancel. SeaWorld failed to do so.I am requesting a full refund of the auto-renewal charge and written confirmation that my membership has been canceled and will not renew again in the future.Supporting documentation, including my communication with SeaWorld and their refusal to issue a refund, is attached.

  Business Response

  Date: 07/07/2025

  Refund was processed and passes were cancelled. please allow 21 business days for this to be effective

• Initial Complaint

  Date:06/24/2025

  Type:Product 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.

  On Friday June 20, 2025 I purchased two gift cards from the Sea World web site totaling $900.00 for a coworker to use toward annual passes for his family. When my coworker went to the park on Sunday with his family to purchase the passes and enter the park he was told he could not use the gift cards for park admission. I requested a refund from Sea World for the gift cards and they referred me to their 3rd party vendor. This Vendor has rejected my request for a refund. When i asked Sea World to assist with the refund they said there is nothing they can do as I purchased from a third party vendor. I did not, I purchased from Sea World and if they want to use a third party vendor for the transaction that is on them, not me, I bought from their website. I bought the gift cards from Sea World for use at Sea World and for them to refuse to accept the cards has to be false advertising since the card was advertised on the Sea World website.

  Business Response

  Date: 07/06/2025

  Hello, apologies for the confusion. You are able to use the gift cards to purchase tickets. We have also tried to contact you via phone and email but have fail to hear back. 

• Initial Complaint

  Date:06/19/2025

  Type:Product 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.

  Yes your agent got confused on my order I kept telling my one day handicap parking ticket so he said you want to park up front and I said yes so I guess only 65 dollar parking ticket when I get to the park I find out that there was plenty of hand to get parking it I got paid for which I feel I should get a refund on it being handicapped after all he just got confused or that was the only option I get for I didn't understand correctly

  Business Response

  Date: 06/26/2025

  We would process the refund for the parking, please allow 21 to 30 business days for the refund to be effective. 

• Initial Complaint

  Date:06/12/2025

  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.

  Hello,I was charged for an automatic renewal of Seaworld annual pass for *********. I did not intend it to be renewed. I had called Seaworld at the time and I was told that I was being refunded for the amount and my passes were made immediately disabled. But I was never credited the refund. I had called Seaworld a few times last year regarding refund and I was always told that it will be credited back, but it was never completed. Nowadays when ever I try to call Seaworld help line the wait time is over 45mins. I request you to look at this as a serious concern and provide my refund immediately.Order number is *************** and Pass barcodes are A517 ***** ***** ***** and A767 ***** ***** *****.

  Business Response

  Date: 06/26/2025

  Passes have been refunded and are currently not active. Please allow 21 to 30 business days for the refund to be effective.