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:07/14/2025

  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.

  IBCCES collects personal medical information in order to facilitate Reasonable Accommodations for disabled people at theme parks. The *** does not require collecting medical records, therefore, IBCCES is likely violating ***** and the *** in the collection of this data. Where do they store the data?
  
  I’m 100% disabled from Multiple Sclerosis; I use a motorized wheelchair. IBCCES did not correctly communicate my level of disability to ********* ****** ********* in turn discriminated against me due to my disability. They blamed IBCCES, who in turn blamed *********. Neither will take accountability for demanding I leave my own motorized wheelchair behind & use a push wheelchair owned by the business. I cannot push myself in a push wheelchair— because I’m disabled from MS.
  
  IBCESS is responsible for ensuring all Reasonable Accommodations occur at any parks they collect a disabled person’s personal medical information for.
  
  Their failure, and violation of my rights under ***, cost me thousands of dollars.

  Customer Answer

  Date: 07/14/2025

  Nobody’s asking the BBB to handle complaints of discrimination. I’m filing a complaint against a business for its practices that violate federal laws in several ways and in doing so, defraud its customers. It’s important that the BBB doesn’t silence whole protected classes of people (like the disabled) who may have a complaint about IBCCES’s business practices. 

  Customer Answer

  Date: 07/15/2025

  Please be aware that removing negative reviews against IBCCES.org regarding Disability Discrimination or their involvement in ********* or ****** Parks Disability Accommodation program, could be considered silencing of an entire protected class (the disabled).  
  
  I recently submitted a negative review of their business because they discriminated against me and failed to provide reasonable accommodation under ***. I’m 100% disabled from ******** ********* & provided them documentation to confirm that. When a business says they’ll reasonably accommodate, and they’re required to do so by law, and a customer buys their product for that reason, only to be denied.. that’s more like Fraud.  I’m complaining to you about the Fraud part. I’ll complain to the ***, EEOC & DOJ about the Disability violations. 
  
  Sincerely,
  *** *******

  

  Business Response

  Date: 07/15/2025

  This complaint is not accurate - IBCCES has no responsibility, influence, or control over accommodations provided onsite at parks and attractions, as stated clearly on the Accessibility Card website *********************************** and other materials. This individual was reminded of these facts, and notified we did escalate her complaint to the ********* staff so they were aware and they contacted her directly to resolve the issue as the complaint is related to the onsite accommodations that were offered. 

  

  Business Response

  Date: 07/15/2025

  We also want to note that the IAC program is free to all users,  this individual is asking for a monetary "refund" which we are unable to give, as our services are completely free and we do not work for ********* nor provide refunds related to theme park tickets or attractions (also clearly stated on the site). This individual attempted resolution with ********* and was reportedly given a partial compensation from ********* already and they were working to resolve this issue with this individual directly as is their policy and ours. Individuals are not reqauired to use the IAC per the ********* website and may contact ********* directly for any issues or questions with accommodations as noted here *************************************************************************************  Per our previous statement, we also do not guarantee accommodations or specific passes, lwe do not rate, levels of disability, etc. and this we cannot do anything in addition to assist this individual.

  Customer Answer

  Date: 07/16/2025

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  According to the website: Disabled people are required to use IBCCES to access *disability accommodations beyond mobility* at ********* parks. An Individual Accessibility Card (IAC) is required. The ********* website reads: “********* Orlando does not issue the IAC, only IBCCES can issue the IAC.” 

   

  IBCCES issued me an IAC as required by *********’s policy. ********* then refused to accommodate me, in stark contrast to what IBCCES confirmed that I need. IBCCES has an obligation to ensure those needs are addressed by *********. Otherwise, IBCCES has no reason to be collecting personal disability information about ********* customers.

   

  IBCCES is represented as the facilitator of Reasonable Accommodations for ********* Parks. When in reality, it seems as though they exist so that both organizations can blame the other for violating the rights of disabled people, and charging them for it. 

   

  Sure, ********* issued a partial refund, but they kept over $600. Think about that— I entered a theme park at 10 am; I applied for a disability pass in advance, per the Park; I waited in line to get the disability pass; I made my way inside and I waited in line for an hour to ride an attraction; they then told me I cannot use my motorized wheelchair to access the attraction; they offer me a push wheelchair; I cannot use a push wheelchair because I’m 100% disabled from MS, as confirmed by records I sent to IBCCES; the attraction supervisor explained that I needed a “higher level of disability pass so someone can escort you to the attraction in your motorized wheelchair”. I notified guest services of this failure at 3:30pm, nobody responded, I left the park. 

   

  ********* kept MORE than the cost of one full day at the park. They refunded half of the total cost of all the passes I bought; about $600. I don’t think I should have to pay them anything, though, after the way they treated me, which IBCCES facilitated by failing to correctly communicate my level of disability to *********. 

   

  According to three different ********* employees (A ride attendant; her Lead Ride Attendant who we have on video; and Aureli at Guest Services on recording who compared me to a “**** * **** ***”): ‘you need a higher level of disability pass’. 

   

  When given the opportunity to make it right, both companies would rather go to battle over $600. So I’m here fighting for my rights as a disabled American who’s protected under ***. We deserve better than this kind of treatment!! It’s inhumane!

   

  If IBCCES is going to be involved in this (already questionable) practice of collecting data on disabled people so they can access ********* parks with their legal rights intact(?), then they are implicated in the outcomes of their involvement, when our rights are violated. 

   

  Sincerely,

  *** *******

  
  

  Regards,

  
  

  *** *******

  
  

  
  

  
  

  
  
  

  

  Business Response

  Date: 07/16/2025

  We understand that the situation at the park was not the desired outcome of the visitor. The ********* site states that individuals may contact ********* Guest services directly for needs related to accommodations, so if an individual did not want to move forward with the IAC or had issues with any accommodations offered, ********* is the appropriate entity to contact. As previously stated, there is no "level of disability" that IBCCES provides or can provide. It is clear on the IAC website, during the process, and on the IAC card itself that it merely states the types of accommodations the visitor may need assistance with - there are no personal details or "severity" mentioned on the IAC itself and IBCCES does not make judgements on those specifics. The IAC process is merely an option to streamline accommodations requests, it is not a guarantee of specific accommodations nor does the IAC determine eligibility for specific accommodations, passes, or programs, which are provided at the sole discretion of the parks as stated. Also, per the ********* process, a discussion with ********* staff about what specific accommodations, tool, products, or processes are available is done directly with ********* and ********* staff are the sole factor in providing accommodations at parks - IBCCES is not involved in these discussions or determinations. There is nothing additional that IBCCES could have done in this scenario other than share the concerns of the visitor with the ********* staff, which we have done.

  

  Business Response

  Date: 07/16/2025

  As clearly stated multiple times, this individual is raising concerns with the wrong entity - ********* policies are clearly stated, as are the IAC policies and note that the IAC does not guarantee any specific accommodations etc. IBCCES is not able to "fix" this issue as we had nothing to do with the experience onsite, the accommodations offered, etc. And ********* has told us specifically they were not able to corroborate this individuals claims about the staff's conduct - regardless, IBCCES is not involved in these discussions, decisions, onsite provisions, etc. 

  Customer Answer

  Date: 07/17/2025

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  IBCCES claims that I am raising this issue with the wrong entity; that’s incorrect. IBCCES cannot shirk the responsibility that comes with collecting a person’s private disability information. In fact, the practice of collecting “proof” of disability is frowned upon because it’s not required by the ***. IBCCES does it anyway. 
  
  IBCCESS reviewed my documentation (a final determination letter signed by an Administrative Law Judge confirming 100% disability due to MS) and approved numerous neurological accommodations, along with Wheelchair Access. See attached the disability accessibility card they issued with my own personal Accommodations listed by IBCCES. The card does not indicate that Accommodations are optional; and the law does not allow that, either. It is only required that Accommodations are Reasonable. My request was reasonable; medically necessary, even. 
  
  No private business gets to prescribe the type of assistive device a disabled person uses. A business cannot swap out someone’s cardiac alert dog for a glucose detection dog, just because they’re both service animals. Disabilities are not One Size Fits All. 
  
  If IBCCES had clearly communicated that the Accommodations they’d establish for me are optional, I wouldn’t have sent them my personal medical information in the first place. Who would? If ********* hadn’t offered Reasonable Accommodations through IBCCES, I wouldn’t have spent over $1,200 on tickets to their park. Who would? This is fraud. It’s clearly a Bait & Switch scenario. (Plus the disability violations, but I’ll address those with the agencies who oversee the legal stuff). 
  
  I know that I’m disabled— I don’t go places that won’t accommodate my motorized wheelchair. I certainly wouldn’t plan a whole vacation to a place that told me I have to use a push wheelchair to access their product— I know that I can’t use a push wheelchair. A federal Judge reviewed all of my medical records AND had me independently evaluated to confirm that very fact! I provided that proof to IBCCES in order to ensure that I could go to a theme park and participate in the attractions just like everyone else. IBCCES failed me. 
  
  IBCCES also claims that ********* says they were unable to corroborate what happened to me; calling my integrity into question. I want to be very clear: I am disabled. I was denied access due to disability. We left the park early because of that. I had no desire to return because I’d be denied again. How many people do they expect me to plead with for such a basic accommodation? It may surprise IBCCES to know that employees don’t often admit to treating a disabled customer so poorly.  Please see attached, statements from ** ******* and Lexi Wheeler, to confirm my account of the events. Neither of them received any compensation or punishment for their statement, or lack thereof. That cannot be said for the employees recounting this story to *********; or ********* recounting it to IBCCES. They have skin in the game; I do not. I was violated. 
  
  
  As you can see, IBCESS and *********, together, enticed me into purchasing a product based on services they claim to provide— when in reality, they don’t. It’s a fraudulent practice. 
  
  It would be a mistake to assume that I don’t understand my rights or the requirements of commercial spaces with regard to ***. Before I got sick I studied Business w/HR Emphasis at WSU (BSBA-HRM); I have a PHR and CHRE Certification as well. For 10 years I worked in corporate HR & legal for a global hospitality company. I can’t do that anymore because I’m disabled; and I certainly can’t just hop out of my motorized chair and start wheeling myself around on command. I will fight for my rights all the way to the top on this. What happened to me is unacceptable. It’s preposterous to expect me to pay over $600 for that experience. It was degrading. 

  
  

  Regards,

  
  

  *** *******

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:04/30/2024

  Type:Customer Service 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 committed a hefty sum, $555, entrusting IBC*** with their advanced autism course, exclusively provided through their website. Little did I anticipate the storm of unforeseen hardships that would engulf me shortly after my investment, rendering me unable to even begin the course. With IBC*** being the sole provider and their course structured to be self-paced, free from the constraints of constant instructor oversight, it seemed only logical to request reactivation of my account after I got to feeling better. Yet, what followed shattered any hope of understanding or empathy. Instead of extending a helping hand in my time of need, their response was callous, demanding another $555 despite my genuine struggles and burning desire to re-enter the field.
  
  It's a bitter pill to swallow, considering IBC*** operates in the realm of special needs, catering specifically to individuals on the autism spectrum like myself. One would assume a business built upon such principles would possess a heart capable of empathy. But as I find myself transitioning off ****, the thought of forking over another $555 for a course I've already purchased is simply inconceivable. This alarming lack of empathy not only tarnishes their reputation but also raises grave doubts about their integrity in day-to-day dealings. And it's not just my experience; a cursory glance at BBB reviews reveals a pattern of disregard for customers' genuine struggles.
  
  I firmly believe that my requests were entirely reasonable given the circumstan*** that I provided the customer service team. In fact, I went the extra mile by offering compromises, such as suggesting access for a limited time or receiving only the first half of the material, which comes at a lower cost and entails minimal expense for IBC*** beyond a bit of staff time. Yet, despite my efforts, my pleas were met with silence or, even worse, outright dismissal by their customer service team, leaving me stranded in a sea of frustration and despair.

  

  Business Response

  Date: 05/13/2024

  Issue was resolved with *********************************

   

  **** ****** <***************> Thu, May 2, 2:31?PM (11 days ago)
  to ***********************
  
  Hello **********
  I see you completed your training in 2019 but were waiting for your referen*** to respond. Even if we reactivate your account, you would have expired on Oct 25th, 2021. If you would like to renew even though it is years later, we can make an exception, so you would only have to purchase the renewal, not the new ***. 
  The price of the *** renewal with training and applying the 20% discount you were offered is $406.40.
  If you have your own 21 *** to upload, the price with the discount is $199.20.
  Please let me know if you want to continue your certification and I will send an invoice and send you access to your account.
  ****

   

  ********* ********* Thu, May 2, 3:01?PM (11 days ago)
  What would the procedure be just to renew the AC and have that training? I am mostly interested in that since I will not be doing ***. 

   

  **** ****** <***************> May 2, 2024, 3:49?PM (11 days ago)
  to *********
  We can make the same thing happen with the AC. 
  The renewal with the 14 *** of training (with the discount) is $160. 
  All I have to do is send an invoice and then I will update your account and give you access once paid.
  ****
  
  

  ********* ********* Thu, May 2, 3:57?PM (11 days ago)
  Okay let’s do that then.