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Business Profile

Tourist Attractions

SeaWorld San Diego

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Tourist Attractions.

Complaints

Customer Complaints Summary

  • 259 total complaints in the last 3 years.
  • 65 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/18/2022

    Type:Product Issues
    Status:
    Resolved
    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 signed up for 4 platinum annual passes through EZpay. The agreement states that I will have to make 12 monthly payments and cannot cancel before then without penalty. To my surprise, after the 12 months were over I continued to be charged the monthly fee for 2 additional months before I noticed something was wrong. As soon as I realized this overcharge, I logged into the website to review the status of my passes. The website showed my passes as inactive so I decide I would call customer service later to inquire about a refund. Before I had a chance to call, my card was charged again this morning. I was taken aback so I chatted with an ambassador online right away who stated I had signed up for auto renewal, and that all he could do was cancel my plan, but not issue any kind of refund. He then disconnected the chat. I was upset and called customer service right after to tell them what my experience was and to again ask for a refund. The ambassador on the phone said he could not issue a refund because my plan had been canceled by the ambassador online. This is extremely upsetting and I am asking for a refund for the three additional months that my card was charged after the 12-month agreement was satisfied.

    Business Response

    Date: 11/26/2022

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

    Customer Answer

    Date: 11/28/2022


    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:11/17/2022

    Type:Billing Issues
    Status:
    Answered
    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.
    Nov/17/2022 My wife and I were formal Sea World San Diego Gold annual pass members and the annual passes were purchased on November 2021 Sea World website with family credit card. We did not visit the amusement park after the expiration date of the annual passes purchased last year. Without notifications from Sea World San Diego, the on Nov/16/2202, upon checking on my bank statement before a grocery shopping via mobile app, an unauthorized charge of $359.10 appeared on my debt card checking account from Sea World San Diego amusement park which drained the account to almost causing a overdraft fee. We called the Sea World San Diego office attempt to reverse the charge on Nov/17/2022 was told by office supervisor "**************" Sea World San Diego can't reverse the charge on debt card and was also told by ***** that she will make a note on my account without disclosing the meaning behind it to us. Moreover, the guess passes that came with GOLD-annual passes we purchase last year riddled with unreasonable/undisclosed restrictions making guess passes almost useless. It feels violated/robbed/misused by San Diego Sea World system when have credit card number stored under their system. We would like to get the debt card charge of $359.10 on Nov/16/2022 reversed and compensations for restriction-riddled guest passes. Thank you for taking your time look into this case. ***/*****************

    Business Response

    Date: 11/18/2022

    Hi BBB, this is ***** (GM) from Travelodge. ********** *************** complains about Seaworld park, But by mistakenly it is similar name (Travelodge Seaworld San Diego)  he complain about us so please let him know that make sure Complain about Seaworld not Hotel. 

    Business Response

    Date: 11/26/2022

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

  • Initial Complaint

    Date:11/15/2022

    Type:Product Issues
    Status:
    Answered
    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 membership with Sea World San Diego but I did not know it had a auto renew in place. Today they charged my card (November 15). I immediately called them to ask if they could please cancel the renewal and refund my card. Their response to me was theres nothing they can do.

    Business Response

    Date: 11/16/2022

    Guest was refunded for renewal. Please wait 2-3 weeks to see refund.

  • Initial Complaint

    Date:11/14/2022

    Type:Product Issues
    Status:
    Resolved
    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 October 31, 2022, I was charged $264 on my credit card, renewing a Silver Pass to Seaworld-San Diego. I did not want to renew and never intended to renew, but Seaworld will automatically renew once you buy a Pass. I called on November 1, I called in an attempt to reverse this charge. The first call, the person answering said she would have to call me back when she was "set up". I never received a call. I called back on November 2 and reached the same person. I had the impression that I was talking to a support team outside of the US. The conversation was difficult and I asked to speak to a supervisor, after a five minute wait the same person came on claiming to be the supervisor. I requested the credit to my card but have not received the credit nor any communication from Seaworld. I sent a written complaint and request for credit on their website with no response. I sent them a message via their ******** page with no response. I have attempted several times since then to speak to someone at Seaworld and they simply are not answering their phones. I just waited 48 minutes with no pick up of the call. All I want is my $264 back. Obviously, I would never patronize Seaworld again.

    Business Response

    Date: 11/16/2022

    Guest refund was processed on 10/28/2022. Please wait 3-4 weeks for refund. 

    Customer Answer

    Date: 11/19/2022

    It is now three weeks since my request for a refund was "processed". This obviously is not resolved until I receive my refund. There are additional aspects to this situation and Seaworld's treatment of those who choose to utilize their services:

    -- Making any pass purchased automatically renewed requiring the purchaser to take several steps to not renew and be charged is unconscionable and, in my view, should be illegal. The automatic renewal is hidden in the small print and not seen until AFTER the pass is purchased, if you take the trouble to read all of the fine print. Further, we have been long-time supporters/pass holders and have never been subject to an automatic renewal before.

    -- Attempts at resolution by reaching out to Seaworld were impossible. I have yet to recieve any written communication about any aspect of this dispute from Seaworld. Along with my initial phone call, I communicated directly to their website, through Messenger on ********* and by calling their customer service numerous times. One wait was 54 minutes before I gave up. I selected the call back option twice and I did not receive a call back the first time and the second time I selected the call back at 10:27am and got a call back at 6:04pm and the customer service person said he couldn't help me because Seaworld was closed and that I would have to call back and repeat the process the following morning. That callback is the only communication I have achieved with Seaworld since I disputed this unwanted charge on 10-28-22. To reiterate, I have received no direct response from Seaworld whatsoever despite repeated attempts to contact them. The only way I have been able to generate any response is to contact the BBB. And still nothing is resolved.

    Business Response

    Date: 11/20/2022

    Guest Refund was processed on 11/18/22, guest should see refund 3-5 Business days. If guest does not see refund, please contact bank.

    Customer Answer

    Date: 11/28/2022

    I have received my refund from Seaworld after they have had my money for over three weeks. That part of the complaint is resolved and closed. Seaworld will not get another opportunity to use my funds. That said, a business with customer service so poor that it requires me to contact the BBB after exhausting all ************* with no response is not acceptable and others who may want to visit Seaworld should be aware of their poor performance in this area. Additionally, being able to take money from former guests just because they have previously purchased a ticket without the express approval for that transaction is also unacceptable and should not be allowed. Seaworld has taken previously enthusiastic supporters and destroyed that relationship. 

  • Initial Complaint

    Date:11/12/2022

    Type:Product Issues
    Status:
    Resolved
    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 membership with Sea World San Diego. My 2 passes will expire tomorrow (11/13/2022). But today (Nov 12th) I received a message from my bank that I had a purchase at SeaWorld parks. I thought it is a fraud. But I realized 2 hour later that might be an auto renew what I did not know before and I do not agree renew. So I chat with an ambassador on their website to ask if they could cancel the renewal and refund my account since I will not go to sea world anymore and the ambassador refused. I told them I don't agree renew twice, but the ambassador just ended the chat immediately. Please help me. I don't ********** renew and my 2022 Gold passes don't expire yet. Please refund me.

    Business Response

    Date: 11/13/2022

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

    Customer Answer

    Date: 11/13/2022


    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:10/31/2022

    Type:Product Issues
    Status:
    Resolved
    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.
    Order number *************** I purchased from the line passes for both myself and for my husband that were not front of the line passes I spent $138 to only have people from the general lines be put ahead of us those who do not pay the extra money Ive talked to at least three people now possibly four people in SeaWorld and they didnt resolve my issue they said: they would Review it at a refund committee or some other ******** NO That is unfair and not right to be charging people extra money for a service that obviously doesnt exist

    Business Response

    Date: 11/04/2022

    Guest was contacted via Email.

    Customer Answer

    Date: 11/04/2022

    The company responded and just wanted documentation of my passes and my receipt they had said nothing about a refund

    Business Response

    Date: 11/05/2022

    Guest was contacted via phone. Guest was issued compensation with partial refund for pass in-park on 11/5/22. Guest will not be offered any further compensation.

    Customer Answer

    Date: 11/08/2022


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********,

    This resolution is NOT satisfactory, and I have gone to my credit card directly to obtain my refund.  

     

    I went to Sea World to cancel my gold member pass and will no longer be attending Sea World. And I didn't appreciate them calling me on Saturday to tell me that I wouldn't receive any compensation and basically said their practice of "Front of the Line" passes are not really Front of the Line but they don't need to disclose this.  They bothered me to further explain that they weren't going to do anything. 

     

    I can only hope that this complaint and details also communicate to others this awful experience and the poor customer service at ********************** in San Diego.  AND to NEVER purchase a Front of the Line pass for their *********** experience (which also went downhill from last year).


    Regards,

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

     


  • Initial Complaint

    Date:10/28/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 had reached out to SeaWorld and asked if my annual passes were going to cancel automatically since it was just a 1 year commitment. The worker said yes, not to worry about it, that I shouldnt get charged. I even went online and it said my last day was Oct. 28, it didnt give me an option to cancel anything. So I was like okay the worker should be correct these passes should get canceled automatically. Come to find out that I was just charged again for the passes and they got renewed by itself. I did not give SeaWorld permission to renew these passes or charge me. I just called SeaWorld and they said they can not refund me my money and couldnt do anything about it.

  • Initial Complaint

    Date:10/18/2022

    Type:Product Issues
    Status:
    Resolved
    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 daughter and I have had an annual Gold pass and it was about to expire on May 2022. I have since upgraded in June 2022 to a Platinum pass to get all the perks.I didnt think much of it until I started looking into my credit card statements in August and found out that I was still being charged monthly for the expired gold passes. Ive contacted Sea World and the supervisor told me that they have already canceled my EZpay and would refund me $33.50 out of the $174.54 that Ive been charged. Now Oct. 18, 2022, Im still being charged for the Expired Gold Pass! I called Sea World and after 1 hour of waiting on the phone I spoke with the supervisor and she said she doesnt see any charges on her end and that its my problem. I told her where does the money go to then if SeaWorld still charges me and you dont see it? This is a scam and how many people are being charged without knowing? She said that I have to deal with it and I get no refunds. She was really rude! Her name was ************** She wouldnt give me her full name! So now Im paying for 4 annual Passes!! 2 Gold and Platinum Passes! Sea world **************** Really ***** and I am going to cancel my credit cards that linked with SeaWorld.

    Business Response

    Date: 10/27/2022

    Guest was refund for two additional payments for the gold passes. Refunded $67.00, guest will see refund in 3-4 weeks. 

    Customer Answer

    Date: 10/31/2022


    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:10/18/2022

    Type:Product Issues
    Status:
    Answered
    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 membership with Sea World San Diego but I did not know it had a auto renew in place. Today they charged my card (October 18th) and I immediately called them to ask if they could please cancel the renewal and refund my card since I do not go to sea world and the rep refused. I asked for a manager, talked to agent ****** and explained that this unexpected charge place my account on overdraft, that my family can no longer afford Sea World this year and to please refund my account or cancel the charge (since it has just been placed today). They refuse to do so. Please refund my account: *************************** SWC 2021 Silver Pas Order Summary #***************

    Business Response

    Date: 10/27/2022

    Guest was refunded for renewal please wait 3-4 Weeks to see refund.

  • Initial Complaint

    Date:10/13/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 have invested over $1500.00 in a trip we planned for early November and booked tickets for flights/ park tickets/ and hotels to make this trip to SeaWorld in anticipation on being able to purchase the penguin tickets at a later time because the dates were not available at the time we booked everything else (only went up till late October but the dates kept extending each day that passed). But now we have noticed that the penguin encounter is not available at all and the whole point of our out of state trip was for that encounter. I have called the number for SeaWorld and asked why this was unavailable and they don't even know why. I asked them if they could compensate in any way of this inconvenience of canceling the encounter with no notice and they said simply no and told me "sh*t out of luck".

    Business Response

    Date: 10/14/2022

    At SeaWorld we are committed to ensuring that our animals live in a safe environment. As a precaution, due to the presence of avian influenza in wild birds in Southern California, unfortunately we need to cancel your Penguins Up Close tour in an effort to keep our birds healthy and thriving.

    We appreciate your understanding

    Customer Answer

    Date: 10/14/2022

    Okay I understand that, but how can you compensate for this encounter not being available after we have invested over $1500 in planning this out of state trip

SeaWorld San Diego is NOT a BBB Accredited Business.

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