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:12/05/2022

  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 11/28/22 I was charged an auto renewal fee of $289.80 for my annual Seaworld passes without my permission. I did not wish to renew the passes for the upcoming year and only found out about the charge once I looked at my card statement. When I called into Seaworld customer service to request a refund I was told they could cancel auto-renewal on my account for the next year, but they would be unable to issue me a refund. They told me that they send out an auto-renewal email warning 50 days in advance, but I never received such an email. This is an extremely deceptive and shady business practice to charge someone without asking for consent to renew. As a lifelong San Diego resident Ive been happy with Sea World and gone dozens of times, but this negative experience has changed how I view SeaWorld due to this scammy business practice. Please help me receive a refund!

  Business Response

  Date: 12/07/2022

  Guest was refunded for renewal, please wait 3-4 weeks for refund.

  Customer Answer

  Date: 12/07/2022

  
  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.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:12/04/2022

  Type:Sales and Advertising 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 two season passes on seaworld app under *********************** purchase date Nov 27th 2021 order number #**************. Two platinum passes one for $126 & other for $252. Totaling $378 plus service fee of $9.99 for grand total of $387.99. I also used my card to purchase two other tickets for account holder ************************** Nov 28th 2021 order #**************. Two silver passes, one for $69.00 & other for $$138. Totaling $207 pluses service fee of $9.99 for grand total of $216.99. I had no intentions on renewing & thought that I had opted out for auto renew. I ended up checking my credit hard that I was working hard to pay off. & was surprised by an unexpected charge of $819. I called SeaWorld they said it was auto renew. But I didn't get one email as I keep all emails that has to do with purchases auto renewal reminders & other related info. I had the other seaworld account holder check for email about renewal reminders. They got no such email either. I redownload the app to see payment information. The only information that showed on **************************** on the website was the Nov 2021 payment information. No email reminding use about up coming renewal, no thank you for your payment conformation after taking the payment, no break down of charges justifying money taken from my credit card. Only way I new anything about this charge was by checking credit card to see one large charge for $819. Called & talk to lot of customer service, supervisor. They all just pointed out the info in their agreement, so no help at all. All this adds up to making *********** & friends not want to purchase ever again. Especially if they are auto renewing & not confirm if people still want the service. Like they are banking on people forgetting about it. People who cancel & it don't get done by rep. *** is it that SeaWorld is not leaving it up to customers to just repurchase passes? Shouldn't even be a automatic renewal inorder to purchase tickets. I need a refund.

  Business Response

  Date: 12/07/2022

  Guest was refunded for renewal, please wait 3-4 weeks for refund.

  Customer Answer

  Date: 12/09/2022

  
  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.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:12/04/2022

  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.

  I bought a seaworld annual Silver pass last year on Nov 27th 2021. This year they renewed my pass automatically charging me ****** USD. I called customer care on 1st December for requesting refund and they denied saying that I was enrolled in auto renewal as per terms and conditions. My pass and the website clearly mentions that the annual pass expires after 12 months of purchase. The customer care representative said that I should read terms and conditions. After reading I found out that auto renewal is only for members enrolled in EZ pay which is a monthly payment program which is clearly not my case as I made full annual payment for my pass. I called customer care again and they still ignored and did not provide a refund. And this whole auto renewal thing is a complete scam as you can't look into any of these details when you login to your sea world account. This is totally unacceptable. If they want to enroll users for autopayment they should have transparency about this and the users should be able to see these details when a user logs in to their account. I also did not receive any emails or text about renewal. I want my refund for the full amount charged on my credit card of ****** USD on Nov 27th 2022 for renewal as I have not used my pass after renewal and have no plans to go to sea world in the near future. I am attaching all my research resources, pass details and last year's order confirmation for the complaint.

  Business Response

  Date: 12/07/2022

  Guest was refunded for renewal, please wait 3-4 weeks for refund.

  Customer Answer

  Date: 12/08/2022

  
  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.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  Date:12/01/2022

  Type:Order 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 11/28 I was charged over $1300 to renew our passes, without any warning, or ANY notification that the renewal date was approaching. Unfortunately, We had no intention of renewing them bc we simply cannot afford it this year. There is only an option on their website to cancel EZpay passes. There is no option, that I can find, to terminate a paid in full to avoid auto renewal. I am sick to my stomach as we cannot afford this right now and I dont know what we are going to do. SeaWorld, you were always my favorite theme park but this is disappointing. You send me emails ALL THE **** about rewards and special events but you dont have the courtesy to let us know youre about to take nearly $1500 from us. The site says they will not cancel or refund once renewal date has passed. When you call you sit on hold for eternity. I am sick. Even though we had every intention of becoming passholders again when things improved for us, I dont think we will ever return. You broke my heart SeaWorld. Could you PLEASE refund our passes and make this right? Thank you and Merry Christmas

  Business Response

  Date: 12/07/2022

  Guest was refunded for renewal, due to the large refund please wait 4-6 weeks for refund. 

  Customer Answer

  Date: 12/09/2022

  I am grateful for SeaWorld granting the refund and happily accept that part of resolution BUT 4-6 weeks is an absurd amount of time to wait for refund. Especially when were talking about a mortgage payment worth of funds being held. Why so long? Can we please expedite? Thank you for your help in this matter. 

  Business Response

  Date: 12/09/2022

  SeaWorld has experienced a higher than usual amount refunds, due to this and the amount of the refund. Refund window was extended. Guest refund was already submitted for approval. Guest should now expect refund within 3 weeks. 

• Initial Complaint

  Date:12/01/2022

  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.

  Seaworld's Annual Pass program is like a scam. There is no notification that it auto-renews other than one sentence in fine print on a page that I can no longer find due to the convoluted website and account system. After noticing the charge on my credit card, I called customer service to cancel the charge and they refused to refund. After waiting for couple of mins, I was told there was nothing they could do except cancel auto-renewal for the next year (which I did)To reiterate, I got no email notice stating I would be charged the full price of memberships again. The website doesnt show anything about cancelling an auto-renewing annual membership and its isn't clearly listed anywhere else. SeaWorld failed to provide an acknowledgment that includes the automatic renewal or continuous service offer terms, cancellation policy, and information regarding how to cancel in a manner that is capable of being retained by the consumer.Attached is the order summary from last year and there is no mention on this receipt or pass warning me about that either.My pass was paid for in full, and SeaWorld has no right to renew the contract or charge any further after it was paid in full.

  Business Response

  Date: 12/07/2022

  Guest was refunded please wait 3-4 weeks for refund.

  Customer Answer

  Date: 12/08/2022

  Seaworld violated California AB-390.

  I need the refund on the tickets, plus I need to be compensated for the pain and hassle I had to go through (with SeaWorld / their customer care team), in order for me to consider the issue as fully resolved.
  

  
  

  Business Response

  Date: 12/08/2022

  Guest will only be refunded for renewal. No further compensation will be provided 

• Initial Complaint

  Date:11/30/2022

  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.

  Last year I purchased three passes for my nephew and his family for Christmas (11/16/2021). There was nothing stated online about passes having auto renewal. I check my Citicard balance frequently and on 11/17/2022 I saw that Sea World ******* charged my account $434.70 (charge posted 11/16). I was shocked. I spoke with three different customer service employees on 11/18 and all said the same thing: "You needed to call on or before 11/16 and we cannot reimburse your account." The supervisor was actually quite rude. I did not receive any notice from Sea World prior to charging my account for these new passes (which I definitely did not/do not want).It's shocking that a business enterprise like Sea World would have such a horrible policy.

  Business Response

  Date: 12/01/2022

  Guest was refunded for renewal, please wait 2-3 weeks for refund.

  Customer Answer

  Date: 12/01/2022

  
  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.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:11/30/2022

  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.

  My wife and I have been enjoying SeaWorld San Diego a lot. We bought two Platinum annual passes last November (2021-11-24) but we didn't know the passes would be renewed automatically with the annual fee (not even monthly). Last week (2022-11-24) my credit card got charged by SeaWorld San Diego for $529.20 for the renewal. The first attempt of the charge was actually declined by my bank for fraud and the second attempt of charge went through for some reason. I didn't know about it and thought it was still declined until the transaction got posted on my credit card statement yesterday. This is such a surprise and we didn't get any notification about the automatic renewal before the charge. Even though we received many emails from the park about the activities, but they didn't send a renewal notice about the automatic renewal. I did check my order last year and the confirmation email and there is no mention of automatic renewal anywhere on that email and the order confirmation. I called the representative of the park and they denied to cancel this renewal and issue the refund. We enjoy the park and think about getting the annual pass later but for now, we just want to take a break. As a San Diego resident, I have been proud to have SeaWorld in our city, but this experience was so disappointing! It will be appreciated that the automatic renewal can be canceled with a refund and the whole process can be more transparent.

  Business Response

  Date: 11/30/2022

  Guest was refunded for renewal, please wait 2-3 weeks for refund.

  Customer Answer

  Date: 12/02/2022

  
  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.
  
  Regards,
  
  Qingpeng *****
  
   
  

• Initial Complaint

  Date:11/30/2022

  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.

  Purchased an Annual Pass 11/24/21. There was no mention of the auto-renewal in the email receipts we received. Called the customer service and they said that it was in the terms and conditions, but could not show me proof or direct me to where that was. On top of that, there was no notice of renewal (which according to CA AB390 and existing auto renewal laws) for SeaWorld to provide notice and an agreement for auto renewal. We did not receive any notice nor did we agree to the auto renewal. **************** was super unhelpful and kept insisting that it was a "legally binding contract" and refused to acknowledge the auto renewal laws in regards to notifying the consumer when a renewal is coming up. Super deceptive and illegal business practices.

  Business Response

  Date: 11/30/2022

  Guest was refunded for renewal, please wait 2-3 weeks for refund.

  Customer Answer

  Date: 12/01/2022

  
  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.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:11/29/2022

  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.

  On November 29, 2022, I noticed a charge of $579.60 on my credit card. I immediately called Seaworld to inquire about the charge and was told that it was for the auto-renewal of Seaworld passes that I had purchased on Black Friday last year as Christmas presents. I let them know that I did not agree to, or authorize these renewal charges. They told me that in purchasing the passes and paying in full over a year ago, that there is an auto-renewal that is part of their "contract" and they are not willing to work with me on a refund. I requested a Supervisor and she told me the same. I explained that these charges are a financial burden, I can not afford this purchase, I don't agree to it, and that I would like a refund. I was denied by all representatives I discussed the issue with. I also informed them that I did not receive any notification of renewal, they said they told me a year ago. I am extremely disappointed and quite frankly don't have the money, I am hoping BBB can assist me in obtaining a full refund.

  Business Response

  Date: 11/30/2022

  Guest was refunded for renewal, please wait 2-3 weeks for refund.

• Initial Complaint

  Date:11/28/2022

  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.

  I was an annual pass holder for SeaWorld San Diego and my passes expired two days ago. I was then charged over $600 for an auto renewal on the passes. I never received any notification about this auto renewal and I did not give permission to them to charge me for the renewal. The company refuses to refund the money and said they will not help with anything. This company stole money from me and probably hundreds if not thousands of other people with this unfair business practice.

  Business Response

  Date: 11/30/2022

  Guest was refunded for renewal, please wait 2-3 for refund.

  Customer Answer

  Date: 11/30/2022

  
  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.
  
  Regards,
  
  ***********************