Complaints

This profile includes complaints for Universal Orlando's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Universal Orlando has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Universal Orlando

  6000 Universal Blvd Orlando, FL 32819-7610

• 

  Universal Orlando

  6000 Universal Blvd Orlando, FL 32819

• 

  Universal Orlando

  8259 B Exchange Drive Orlando, FL 32809

• 

  Universal Orlando

  1000 Universal Studios Plz Orlando, FL 32819-7601

• 

  Universal Epic Universe

  1001 Epic Blvd Orlando, FL 32819

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:10/02/2022

  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 purchased the Harry Potter package with 3 day park to park + 2 days free package for me and my husband to celebrate my Birthday and our 1 year wedding anniversary.
  Our original stay was Sept 24-29 at a universal resort.
  A few days prior to our flight I called a few times asking about severe weather policy and was told they had a plan but couldn't give details. I asked if I could move my park admission up 1 day to ensure at least 3 days at the park. They told me no and I would lose my deal. So I kept my tickets knowing they promised to substantially accommodate in the event of hurricane Ian.
  
  The park was closed sept 28-30. I extended my stay an extra 2 days from the hurricane. Nobody could give me answers on my 3 unused tickets. They told me to email due to wait times so I did sept 30. They told us the park would open the 30 to guests, but decided to stay closed. I asked about refund tickets and nobody had answers and kept transferring me to different departments. I was on hold for over an hour for them to tell me to call back because they will close before someone reaches me. Note this is my 4th attempt to talk to someone and I'm tired of the run around and need answers
  
  They told me I cannot reschedule my unused tickets or get any refund since I used 2 days out of my 5 days and have checked out- even though the parks were closed for 3 days and they didn't have a plan in place til Oct 2. I'm out of state and cannot make it back any time soon.
  
  I require a call back and accommodation for refund for unused tickets impacted by the hurricane or credit for a visit in 2023. This is unacceptable business practice and they are stealing money from guests.
  

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/10/06) */
  Universal Orlando Guest Services
  Oct 5, 2022, 2:54 PM (1 day ago)
  to me, Guest, Chris
  
  Good afternoon,
  
  
  
  This e-mail is in response to Complaint Case #********** We were able to connect with the Guest and resolve their concerns. As of 10/05/22, we consider this case closed and resolved.
  
  
  
  Thank you,
  
  
  
  
  
  Guest Services
  
  Universal Orlando Resort
  
  
  
  1000 Universal Studios Plaza
  
  Orlando, FL 32819
  
  

• Initial Complaint

  Date:09/25/2022

  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.

  I had booked a trip to universal for 9/23. I booked the tickets online prior through memberdeals (3rd party). I mistakenly ordered the Hollywood location instead of Orlando, I didn't realize until we were at the gate and they couldn't let us in. I asked what to do because we had traveled 4 hours to get there. The lady said she would come back with a number to call because they wouldn't be able to fix it at guest services. We waited for 10-15 minutes for her to come back and then called. I was on hold for about 15-20 min before I got a hold of anyone. After explaining my situation they told me they couldn't help and that it was too late to order tickets online. We then went to guest services and were told we had to purchase new tickets, that I could contact the 3rd party later for a refund. I paid about $155 for 2 tickets online but at the gate I was charged almost $280. After entering the park we had so many issues. I am a Type 1 diabetic and when I went to go ride the rip ride rocket, after waiting 70 minutes the attendants tried to send me off the ride because of my insulin pump. I've never had an issue with it before but they told me that I couldn't ride with the pump on. It is an insulin pump, it is attached to my body I never remove it. I got off feeling disrespected and very annoyed with the ignorance of the staff. It was very embarrassing to be told I could not ride for a medical condition. Not only that but while suffering a low blood sugar i had an issue with an attendant who didn't believe I had diabetes and thought I was trying to cut in line. We exited the line immediately after my sister rushed to get me my bag we were so frustrated with how people were treating us that we left the park early. The following day I called the 3rd party to get my refund but was told that I couldn't get one because it was the next day. I was very upset because I was told that I could call "later" if I would have known I needed to call before midnight I would've immediately.
  

  Business Response

  Date: 11/08/2022

  Business Response /* (1000, 8, 2022/10/14) */
  Universal Orlando Guest Services
  Wed, Oct 12, 4:06 PM (2 days ago)
  to me, David, Universal, Guest, Chris
  
  Good afternoon,
  
  
  
  This e-mail is in response to Complaint Case # ********* We connected with the Guest and addressed their concerns fully. As of 10/12/22, this case is closed and resolved.
  
  
  
  Thank you,
  
  
  
  
  
  Guest Services
  
  Universal Orlando Resort

• Initial Complaint

  Date:09/17/2022

  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.

  Hello,
  I am sending this e-mail to try resolve a ticket issue. I purchased 6 tickets in December 2021 to visit Universal Studios California to be used Feb 18th 2022. However, my family caught COVID. We called to change our day at Universal and were told we had up to a year to visit the park. This weekend we called and were told our tickets were no longer valid. That the policy had changed to 90 days. I was never informed of the policy change. I would like my money back or Universal honor the original 1 year policy. Look forward to a response ************
  Confirmation # ********************
  

  Business Response

  Date: 10/06/2022

  Business Response /* (1000, 5, 2022/09/22) */
  RE: (EXTERNAL) BBB Complaint Case#*****************************************
  External
  Inbox
  
  Universal Orlando Guest Services
  10:08 AM (2 hours ago)
  to me, Guest, Chris
  
  Good morning,
  
  
  
  This e-mail is in response to Complaint Case # ********. We contacted the Guest and provided additional information and assistance. We are considering this case closed as of 9/22/2022.
  
  
  
  Thank you,
  
  
  
  
  
  Guest Services
  
  
  Consumer Response /* (2000, 7, 2022/09/28) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Universal Studios honored my request for more time on tickets.

• Initial Complaint

  Date:09/02/2022

  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.

  Universal Studios Florida, Universal Studios Resort, Islands of Adventure has quite a little scam going. They force you to pick a date to visit their park, while not knowing ahead of time what the weather is going to do, and you're stuck with that date regardless. Once you fly 1500 miles, and after you pay $300 to bring your autistic daughter to the park, they close the rides, due to bad weather, and they don't offer you any compensation for it, they don't offer a half of a day ticket for a future date, and when you call to complain, they just don't care and say things like, "Well you should of taken care of it the day it happened!" Kinda hard to do that when everyone is running out of the park and the park is closing due to the severe thunderstorms that are rolling through. To say this was a disappointment would be an understatement! We rode a total of 6 rides, and by the time I paid for my wheelchair, the total cost for just the 2 of us was around $300. I would either like a refund, since we paid for an entire day, but only got to ride 6 rides because they kept closing them, or a partial day voucher to come at a future date. The date we visited was August 28th 2022. From 3-9, which is about the time we arrived, the rides were closed off and on. My kids were severely disappointed and so was I. They're lacking severely in the customer service department. Every single person who came that day should have been offered at least a partial refund, or a voucher to come back on another day due to the weather, or they should allow you to purchase a ticket and use it when you want, not pick a day and "hope" that the weather doesn't do what the weather does. To everyone reading this. Please save your money. This wasn't worth it at all and instead of making my kids happy, it broke their hearts.
  

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 5, 2022/09/12) */
  Universal Orlando Guest Services
  Sep 9, 2022, 12:44 PM (3 days ago)
  to me, Guest, Chris
  
  Good afternoon,
  
  
  
  This e-mail is in response to Complaint Case #********** We were able to speak with the Guest and resolve their concerns as of 9/09/2022.
  
  
  
  Thank you,
  
  

• Initial Complaint

  Date:08/27/2022

  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.

  Universal Studios uses a bate a switch con. There website shows one price but when you go to the park you are charged another. Website showed price was $109 on 8/8/22 but when my daughter went to the park they were charged $139.00. There was no visible display at the counter the cost of entry. They show show off peak September pricing to deceive customers.
  

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 5, 2022/09/02) */
  Universal Orlando Guest Services
  Thu, Sep 1, 3:20 PM (20 hours ago)
  to me, David, Guest, Chris
  
  Good afternoon,
  
  
  
  This e-mail is in response to Complaint Case # ********* We were able to speak with the Guest and resolve their concerns as of 9/01/2022.
  
  
  
  Thank you,
  
  
  
  
  
  Guest Services
  
  Universal Orlando Resort
  
  
  Consumer Response /* (3000, 7, 2022/09/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They did not offer a refund for being overcharged. This company knowingly and willingly engages in a bate and switch marketing through their website. The price that shown for entry was not available the day of the park visit. The representative only offered some free speed passes to their already overprices entrances fee, which was a total joke because they know we are out of state and won't have the opportunity to use them. The representative also stated they have received complaints before for the same issue, he knew it would was an issue but was not going to do anything to remedy the situation.
  
  
  Business Response /* (4000, 9, 2022/09/15) */
  L*****, Luke (NBCUniversal, Parks and Resorts) **********************************
  Tue, Sep 13, 10:03 AM (2 days ago)
  to me, David, Guest, Chris
  
  Hello ******
  
  
  
  This email is in response to Complaint Case # ********* This matter has been readdressed, and we have provided an appropriate resolution to the Guest. We consider this case closed on our end, and the Guest is aware that we remain available should they need further assistance.
  
  
  
  All the best,
  
  

• Initial Complaint

  Date:08/27/2022

  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.

  For my wife's and my honeymoon we booked a weeks vacation to Universal and ******. I have been diagnosed with Multiple Sclerosis for over 5 years and was nervous because of the heat. I was told they have a disability pass for people like myself so it shouldn't be a problem. ****** gave me the pass right away and was very accommodating. On August 19th we arrived at Universal around 9:30am and went to guest services to get my disability pass. The guest service member told me they will not give me a pass but instead a wheelchair for my heat sensitivity. I told him I lose vision and my legs go weak in the heat where he once again told me he can only provide me with a wheelchair. I told him that makes no sense. We left because I felt he was very rude. We stayed for maybe an hour and left the park with a bad taste in our mouth saying we would never want to go again.
  

  Business Response

  Date: 09/16/2022

  Business Response /* (1000, 5, 2022/09/02) */
  Universal Orlando Guest Services
  Thu, Sep 1, 10:45 AM (1 day ago)
  to me, David, Guest, Chris
  
  Good afternoon,
  
  
  
  This e-mail is in response to Complaint Case #********5. We were able to speak with the Guest and resolve their concerns as of 9/01/2022.
  
  
  
  Thank you,
  
  
  
  
  
  Guest Services
  
  Universal Orlando Resort
  
  
  
  1000 Universal Studios Plaza

• Initial Complaint

  Date:08/27/2022

  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.

  While on a family vacation in Universal Studios, FL, there were several instances in which staff members treated us less than kindly. If you would like more details about the other two instances, I will be happy to provide them, but the one that most distressed me was while taking my daughter on a carousel ride in the Dr. Seuss section of the park. I was sitting on an elephant beside the creature my daughter had chosen. I had never before been on a carousel where the adults were also required to strap a buckle, but the attendant came around, looked at me and stated, that yes, that includes me, too. I attempted to buckle the strap, but the plastic reigns on the elephant would not allow me to slide any closer to the post and the buckle was not long enough to strap. I informed the attendant and her response was a smart: "Really? You can't even get one hole through?" I showed her I was not able to and she smirked and looked at my middle section, replying, "Well you will have to get down and stand next to her, then." I'm going to be very clear here. I am a larger woman from side to side. This is due to a medical condition. I have a mass on my pituitary that causes weight gain and makes losing the weight very difficult. I am still only just over 200 lbs, though. Due to my sideways growth, I also did not fit between the carousel creatures, so stood slightly forwards to grab a solitary pole on the carousel just in front of my daughter. Just as the ride began to move, the woman smirked at me again and yelled that I was not allowed to stand there, but would have to squeeze to stand in between the moving creatures. My skin was damp because of the humidity and in addition to being constantly scraped by the pointy moving parts on both sides, the plastic was catching against my skin and dragging it and me up and down, rubbing painfully. On every revolution, I could see the attendant slightly turn to watch my humiliation and pain. Altogether, this was a horrific experience.
  

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 13, 2022/10/06) */
  Universal Orlando Guest Services
  Wed, Oct 5, 10:06 AM (1 day ago)
  to me, Guest, Chris
  
  Good morning,
  
  
  
  This e-mail is in response to Complaint Case # ********. We have attempted to connect with the Guest and have not received any response. As of 10/05/22, we continue to assist should the Guest provide further correspondence.
  
  
  
  Thank you,
  
  
  
  
  
  Guest Services
  
  Universal Orlando Resort

• Initial Complaint

  Date:08/22/2022

  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.

  On 07/03/2022 we went to the box office of Universal Studios to renew our annual passes and also to upgrade from preferred to premier for my 3 children and my wife. The lady told us the hefty down payment she took our old passes and gave us the new ones. We put 1704 down which was more expensive then what we were quoted at the box office a month earlier but we did it anyway since the kids love the park. Couple weeks later I get charged for the old passes preferred ones so the wife calls to fix the issue. She spends over 2 hours on the phone with a lady named Amber and Rosa. They sent my wife a letter to fill out eventually and send it back to them. We did that but get charged again in August so now I call and spend over 2 hours getting transferred around speak to Tonya, and Rafaelle they eventually say well it came from her email and she's not the account holder it has to come from my email ! But no one calls me no one tells me how to fix the issue we spend over 5 hours on the phone and weeks have gone by while they sit with my money. We contacted the bank to see what we can do and they said to work with Universal first so we tried and then the wife ask the bank for a refund since we kept getting the run around. Finally get an email saying they cancelling the old passes and we refund the money but will take up to 14 days! Like wow but finally it got fixed after a big headache. But now we head to the park on 8/20 and they wouldn't let us park because of an issue with our passes. We call and Ravioli says they have no cancelled our premier passes and won't issue a refund either! Words can't describe how angry this place has put this veteran and my family through! All I wanted was to upgrade my annual passes to the premier and it's been a nightmare! I guess at this point I just want a refund of the $1704 and an apology of the rude employees. They are the ones who messed my passes up to begin with now what do I tell my 6 year old we can't ride Spider-Man anymore?!
  

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 8, 2022/09/08) */
  Universal Orlando Guest Services
  10:06 AM (23 minutes ago)
  to me, David, Guest, Chris
  
  Good morning,
  
  
  
  This e-mail is in response to Complaint Case # ********. We were able to speak with the Guest and resolve their concerns as of 9/08/2022.
  
  
  
  Thank you,
  
  
  
  
  
  Guest Services
  
  Universal Orlando Resort
  
  
  
  1000 Universal Studios Plaza
  
  
  Consumer Response /* (3000, 10, 2022/09/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hello, I don't accept the response because I thought by now since it's been since 7/3/2022 that i would have received my refund by now. We are talking about $1704 dollars just sitting around not collecting interest. Everybody keeps saying it's out of their hands either the bank or Universal but no one does anything about it. I signed back up knowing I thought it would of been taken care of by now but nope every one just sits on their butts acting like fast passes are going to solve 1700$ dollars. Still once again your mistake not mine. All I wanted to do was upgrade and now you all are sitting on 1700$ still!
  
  
  Business Response /* (4000, 12, 2022/09/22) */
  Universal Orlando Guest Services
  Sep 21, 2022, 10:55 AM (23 hours ago)
  to me, Universal, Guest, Chris
  
  Good morning,
  
  
  
  This e-mail is in response to Complaint Case # ********. We were able to speak with the Guest and re-address their concerns. We consider this case resolved as of 9/21/2022.
  
  
  
  Thank you,
  
  
  
  
  
  Guest Services

• Initial Complaint

  Date:08/20/2022

  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.

  Today, Friday August 19,2022, I went to the Universal Studios & Islands of Adventure Theme Park; located in Orlando Florida. I spent a total of $588.00 on 2 tickets that granted admission park to park for 2 days. Despite majority of the rides, being closed down, only moments after my arrival (due to rain), I was only able to get on 5 rides in total. Three of which, broke down while I was on the ride! These rides were Spiderman(40 minute wait,)Kong,(35 min wait), and Gringots,(30 min wait), which I was trapped on for 45mins! All of these were indoors,and were operating despite the weather! When the Gringots ride broke down, I was told, by the operating personel, that a manager had to come,so that passengers could be removed from the ride. However, when He came, he said that the crew didn't need to wait at all for him to take passengers off the ride. I was tightly constrained on the ride for 45 minutes!! Passengers were screaming ,having panic attacks,and several along with myself complained about losing feeling in our extremities! Health Services was NOT called!We were finally let off the ride at 9pm when the park was CLOSED! I went to Guest services to file a complaint, and spoke with a rep. named Bailey,who then referred me to her manager Dana! Neither actually attempted to help! Instead,Dana gave me the number to guest services and told me to call,despite me standing in guest services! The number was to an answering machine. I immediately returned to speak to Dana. This time she tried to tell me my tickets weren't showing up in the system,which then turned into her attempting to group me with the other "Blacks" also filing a complaint, despite us NOT being together! I requested a refund, she said she couldn't,despite her giving the "caucasian couple" in front of me AND the "spanish"group behind me,who were also there to file the same complaint, a FULL REFUND! I was offered a 1x use conditional express pass,that expires the next day! A Horrible $588 experience!!!
  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 8, 2022/09/08) */
  Universal Orlando Guest Services
  9:32 AM (55 minutes ago)
  to me, Universal, Guest, Chris
  
  Good morning
  
  
  
  This e-mail is in response to Complaint Case #********** We have attempted to connect with the Guest and were unable to receive any response. As of 09/08/22, we consider this matter closed.
  
  
  
  Thank you,
  
  
  
  
  
  Guest Services
  
  
  Consumer Response /* (3000, 10, 2022/09/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The business reached out ONCE, in response to my complaint on Aug 25th. They asked to resolve the matter "outside of BBB". Their response was rude,and very insulting, adding additional discrimination,and disrespect when they were NEVER met with ANY from me whatsoever! They proposed offering me the exact same solution, they previously offered,despite me explaining in my complaint, why that solution didnt work, and only helped to make an already BAD experience WORSE!Not to mention, others( caucasian couple ahead of me AND the Hispanic group behind me) received a FULL REFUND, and were NOT put through this process whatsoever!, They were making the EXACT SAME COMPLAINT, AT THE EXACT SAME TIME I was. This discrimination only continued the folliwing day at Universal Studios/Islands of Adventure! I responded to their email response the very next day ,on August 26,stating that I was seeking a full refund,in which I received NO FURTHER REPLY and NO RESOLVE! Now, they are attempting to close the matter, stating that I have given no response, which is a lie!!! Just shows exactly how this business continues to treat their BLACK CUSTOMERS !!! Ive filed SERVERAL complaints about this matter both with Universal Studios, and BBB, in which Universal has yet to resolve!!! Attached are copies of the correspondence between Theresa K*** (Universal Studios Guest Experience and Analytics) and myself. After my response, I received no further emails, until BBB sent me this email, to state that the matter is being closed! How? Ms. K*** is now attempting to elude responsibility for how they treat their BLACK customers,especially one who has been a customer since the parks opening in 1990!!! This is just yet another discraceful display of injustice,and I refuse to be further victimized by this company! If this matter cannot be resolved accordingly, and with a level of respect that ALL customers deserve,regardless of Race/Ethnicity, then I will seek legal representation to reach the necessary resolution!
  
  
  Business Response /* (4000, 15, 2022/09/22) */
  Universal Orlando Guest Services
  Sep 21, 2022, 10:57 AM (23 hours ago)
  to me, Guest, Chris
  
  Good morning,
  
  
  
  This e-mail is in response to Complaint Case #********** We were able to connect with the Guest and provide continued assistance. We are considering this case resolved as of 9/21/2022.
  
  
  
  Thank you,
  
  
  
  
  
  Guest Services
  
  
  Consumer Response /* (4200, 17, 2022/09/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hello, as of 9/24/22, per my conversation with the Universal Studios representative, this matter has NOT been resolved,and us still ongoing! I received an email on 9/22, informing me that Universal Studios told BBB, that the matter was resolved,but they would continue to work with me outside of BBB, to actually reach a resolve. However, I informed the representative, because of consistant non-responses on their part,when I attempted to resolve the matter outside of BBB, that I no longer trusted them to continue working with them outside of BBB knowledge. Currently, we are waiting for a response from a third party involve,and I am in NO WAY any closer to resolving this complaint than when it was initially made! Universal continues to use deceptive practices, in an effort to closed the complaint with BBB,and disreguard their promise to resolve the matter outside of BBB knowledge. Universal ONLY response to me AFTER they're contacted from BBB concerning the complaint. Any previous efforts without BBB, from myself to speak with Universal were met with NO RESPONSE WHATSOEVER! Therefore, until the matter is completely resloved, I will continue to include BBB, on the status of this complaint. This is the 2nd time Universal has attempted to close my complaint, without reaching any resolve,stating they are continuing to work with me, when in reality, I only hear from them, when its in response to BBB reaching out FIRST!

• Initial Complaint

  Date:08/17/2022

  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.

  I, ************* paid for 6 Universal, Orlando tickets (2-park 2-day tickets) for my son *********** Sr and his 5 children, on July 18, 2022 from ******, ********************** *** Pensacola for the dates of August 12 & 13, 2022. Upon arriving at Universal Orlando, on Aug 12,2022, after parking, going to the ticket agent, *********** was informed by the ticket agent that all 6 tickets had been voided, were no good, the money had been refunded, and he could not enter the park. My son called me and informed me of this humiliating and frustrating situation. I talked with the ticket agent, she repeated that tickets were void, money had been refunded, and she could not help me. I purchased 6 more 2-park 2-day tickets for my family (on line from Universal Orlando for the total of $2,115.06) while he was at the gate so that he could enter the park. We had tried to call ******,********************** *** Pensacola before purchasing the tickets from Universal Orlando; but no one would answer the phone. I was in Orlando; so my sister in Pensacola went to**** Pensacola and discovered that there was 2 set of tickets, I had received the wrong confirmation number and wrong tickets (there was a glitch in the system). My family was already in the park and I had paid 2 times. Please help a 75 year old grandmother on a fixed income that had saved money so her family could have a fabulous vacation not have to pay for the same tickets two times. One time is enough for anyone. Thank you and everyone else that are willing to help me.
  

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/09/01) */
  Universal Orlando Guest Services
  Wed, Aug 31, 12:25 PM (1 day ago)
  to me, David, Guest, Chris
  
  Good afternoon,
  
  
  
  This e-mail is in response to Complaint Case #*********. We have continued to attempt to connect with the Guest and address their concerns and have not received any response. As of 08/31/22, we consider this case closed.
  
  
  
  Thanks,
  
  
  
  Guest Services
  
  
  Consumer Response /* (3000, 7, 2022/09/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am still waiting for the return of the money that was spent two times for the same 6 (2 park 2 day) tickets for Universal Orlando tickets. I was admitted into the hospital on 8/26/2022 and discharged on 9/2/2022. I was checking my emails and did not see any correspondence from them. I also checked my telephone messages and did not have any messages from them. On 9/6/2022, I called them and I was informed that they needed the itemized receipts, I emailed them. On 9/8/2022, I called Universal Orlando again, they said that they would look for the emails. On 9/9/2022, I received email saying the pictures were not clear. I immediately sent more pictures, scanned the receipts, sent confirmation numbers for the purchases, explained the price of the 6 unused park prices, offered to mail the original receipts to them, and asked the to please let me know if they needed more information. As of today, 9/10/2022, I have not heard back from them I will send proof of my hospitalization if you need it. Thanking you in advance for all of your help. ************
  
  
  Consumer Response /* (2000, 9, 2022/09/10) */
  On 9/10/22, at approximately 11:30 am (CST), I received a call from Universal Orlando, the gentleman was very nice and professional, he informed me that he would add a credit to my credit card for the amount of 6 (2 park 2 day) tickets. I am very happy and pleased at the way that he handled the situation. This is the fastest way to get the refund. I thank God, Universal Orlando, and everyone who helped me. We had a wonderful vacation, my children and grandchildren had a great time at Universal Orlando, and we are looking forward to returning and telling everyone that you will be treated fairly if any problems do arise. Thank you. ************