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:05/30/2023

  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 purchased a membership at July 2021. SeaWorld charged me automatically in 2022 again. I called them, explained that I'm living in California, I can come to Florida to spend time in the park. I asked them refund the money or change to membership from Florida to California. I spent more than hours to wait a supervisor to discuss my situation. Then agent told me,they check my membership and saw I was visiting the park at 2021 years just one time, so they will refund money an cancel the membership. They told waiting for 2 weeks and money will be on my bank account. After 2 and 3 weeks no refund. I called them again and again, they told me same story,I should wait 2 weeks. They changed me at july 2022,and still lies me. I asked them:"are you planning refund me money or just playing with me?" I spoke with financial management and they told me same:"wait 2 weeks for refund".

  Business Response

  Date: 05/30/2023

  We are sorry to hear your refund request was not processed accordingly.
  Our records show that it was submitted, but due to a hiatus in the system, it
  was not completed. We apologize for this misshape and hope you will allow us time
  to submit the same inquiry this time again.
  
  We appreciate your patience and understanding!

  Customer Answer

  Date: 05/31/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:05/04/2023

  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 have an issue with Seaworld/discovery cove customer service which has resulted in over £90 worth of phone charges. I have asked repeatedly for the escalation process to take the complaint higher about bother the staff and the issue and they won’t give it and are now ignoring emails.
  I called to change my reservation date due to the fact that they had ignored my previous Facebook messages to do so. I called and got someone who couldn’t find a booking in my name and date of visit, she hung up on me in the end. I called back and got the same representative who as soon as I identified myself put me on mute for a full minute before I terminated the call. The 2nd person eventually managed to find the booking but kept me on the line unnecessarily. I have since been dealing with Jeff A******* who claims to be a manager, he was replying on Facebook even tho I had expressly said I wanted email correspondence only. He is no longer replying to messages. I am now in communication with a main seaworld email but again they won’t help and just keep saying we will pass on. I want to escalate higher but they refuse to do so and say they do not have a full escalation process. I want my call charges back, I am out of pocket for their poor customer service.

  Business Response

  Date: 05/08/2023

  
  Sea World Parks & Entertainment takes all complaints very seriously and our goal is to come up with a proper and fair solution to each incident. After reviewing the case and listening to all calls in question we have found that all of the guest's inquiries were addressed. We have offered the proper escalation procedure and leadership has been involved. There were no calls that were found to be disconnected by the ambassador rather we did hear some static on the guest's side. During the first interaction, the ambassador was not given all of the confirmation numbers making it a bit difficult to find the order. Once the order was verified the guest seemed to have phone issues and accidentally disconnected. The agent was on the line the whole time.
  After several interactions via email and our FB page with leadership, there was nothing else we could offer as all of the guest's questions were answered and all complaints were addressed. 
  
  It is not customary for us to refund a phone bill as this is the sole responsibility of the guest. The guest was able to rebook her visit with no issues and was able to enjoy the park on the date requested. Thank you.

  Customer Answer

  Date: 05/09/2023

  
  
  Complaint* ********
  
  
  
  I am rejecting this response because:

  the business has continued to ignore communication and will not reply to my messages. 
  

  they state they have provided escalation process, they have not. They told me repeatedly they do not have an escalation process. 
  

  the calls were disconnected, this is now my word against theirs. 
  

  no offer has been made for the cost of the calls when it is staff training on searching a name and date that made them so long. 

  
  
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:02/10/2023

  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.

  after hours of looking SeaWorld Tampa failed to assist or have accommodations when their systems fail. SWT- "I have used your order number, along with your name, phone number, email address which I have located on another order which was done today for another Preschool pass. I am only seeing an order for a Preschool pass which is valid for Busch Gardens Tampa and Adventure Island." Me- "preschool pass as i ordered online and SWT cant find it nor help redeem it"
  Khristina then ended the chat convo in the middle of me answering her question.

  Business Response

  Date: 02/13/2023

  Dear Ms. *****:
  
  While our records show you
  have registered your child at Busch Gardens® and Adventure Island® Tampa Preschool Card, order number **************,
  we are unable to find the same at SeaWorld® and Aquatica™ Orlando.
  Unfortunately, this promotion ended as advertised on February 3, 2023. We
  regret not finding your attempted registration on file. Our search was done
  with your name, the child’s name, your phone number, and email address, to no
  avail. We suggest purchasing one-park or two-park Fun Card.
  
  Thank you,

  Business Response

  Date: 02/21/2023

  We regret to confirm that the Preschool Card promotion ended. Therefore, we are unable to offer you the same since it is no longer active in our system. As much as we would love for your child to have one, we simply do not have the capability to re-open the offer. We apologize again for any inconvenience this situation has cause for you.

  Customer Answer

  Date: 02/22/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:12/21/2022

  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 tickets to come to Seaworld with my son and a friend on 12/19/22 which included 2 Dolphin Encounter tickets. Upon entering the park there were several rides not open that day. For someone with little kids some of those rides are only rides they can ride in the park. Like the flamingo paddle boats or the drop tower . Atlantis opened later in day the water rapids was closed all day. Very disappointing on a first time experience with this park.
  My tickets for the dolphin encounter when I checked in and got the tickets from gentleman and he told me where to go at time of my encounter I asked what all it entailed he stated it last 15 min that my child would interact with dolphins and get to feed them. The encounter didn't seem like it lasted 15 min at all felt very rushed and definitely didn't feed one. I can understand not wanting guests to feed them but don't tell them at check in that it will happen. My son really looked forward to it. I bought 4 military tickets and one regular price ticket due to only being able to get 4 military tickets and 2 dolphin encounters which were expensive for short Amount of time for interaction.

  Business Response

  Date: 01/20/2023

  You can mark this as resolved. I emailed the guest and we reached an agreement and he is satisfied. If you need a reference #, that would be GCS ID *******

   

  Thank you,

   

   

   

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

   

  Customer Answer

  Date: 01/20/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:12/06/2022

  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 purchased a Gold Annual Pass to SeaWorld Orlando and Aquatica along with 5 Fun passes to SeaWorld and Aquatica last November (11/2021). On December 1st, 2022 I noticed that SeaWorld had charged my bank account $311. I immediately called SeaWorld and let them know that I had no intention of renewing my annual pass as I can not afford to do so. They did not send me any reminder emails that my pass was going to auto renew (which it had apparantly done on 11/29/2022). SeaWorld has refused to refund my money even though I caught this charge within 2 days and it's clear that I did not intend for this charge to be made and was given no warning that a charge would be coming out of my account. The barcode number on my pass is *******************.
  

  Business Response

  Date: 01/11/2023

  Business Response /* (1000, 5, 2022/12/07) */
  I located the account and see that you purchased your pass on November 29, 2021, and agreed to an auto renewal for your pass during the purchase. An email was sent as a reminder 50 days in advance (also check spam) to call or log in and end the pass if you did not want the renewal. You didn't contact us, so the pass did automatically renew on November 29, 2022, as designed. Although the payment is nonrefundable, the Pass was exceptionally canceled today, and a refund of was requested. Please allow 7-10 business days to see it post to your account.

• Initial Complaint

  Date:11/22/2022

  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 just purchased tickets 2 days ago and I have family emergency which our whole family has to go during the time of ticket out of country. I called to cancelled ticket and get refund and it is ridiculous they won't refund my tickets.
  

  Business Response

  Date: 12/20/2022

  Business Response /* (1000, 5, 2022/11/28) */
  We are sorry to hear you won't be able to visit as planned over the holidays.Thee refund policy is disclosed before making your online purchase, and we do make you aware you may upgrade to a future date using the same funds. Nevertheless, we did locate the 2 orders and exceptionally canceled them today. You will see a refund post to your account in a few days.
  
  
  Consumer Response /* (2000, 7, 2022/12/01) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Refund has being issues.

• Initial Complaint

  Date:11/03/2022

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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.

  Visited Sea World San Antonio September 2022. At the otter exhibit and show, we were asked by employees of Sea World to leave our stroller at the "stroller depot." We are assured there were employees that observed the area during the show. After exiting the 30-minute show, we discovered that our diaper bag had been stolen from the bottom of the stroller. Inside the diaper bag at the bottom was our very expensive Cannon camera. Why anyone would steal a diaper bag is beyond me, however when I approached the Sea World employee that was in the area (and we assumed was security for the area) I was just given a blank stare and told to file a lost and found with security. After 30 min of looking, we found a security officer who informed me that I needed to go to Guest Services and speak with the loss prevention detective. After standing in line at Guest Services for over 30 min, Guest Services had no idea what I was talking about and called a security officer (the same one that told me to go to Guest Services). He gave me a blank paper to fill out with a description and assured me that someone from loss prevention would follow up. I asked to file a police report as I had the original box for the camera with the serial numbers, again I was ignored. When I asked about security cameras I was ignored. Certainly, there are security cameras in every area of the park that would have clearly identified the thief. I gave a very accurate description while family members walked around the park and searched the bathrooms in the event the diaper bag was thrown in the trash. Approximately 10 days later I was emailed a generic email with the title "do not respond this email," in which my name was spelled incorrectly and informed that they had not located my "lost items." The items were not lost, they were stolen, and Sea World offered no assistance in investigating who stole the items. As far as I know, an employee could be responsible as they witnessed me placing the camera in the bag.
  

  Business Response

  Date: 12/22/2022

  Business Response /* (1000, 5, 2022/11/11) */
  Greeting's from SeaWorld San Antonio,
  
  We would like to apologize for the experience you had and your items going missing. We will be passing this over to leadership at the park and someone will be reaching out to you. Again we do apologize for the inconvenience and experience you had while visiting.
  
  Best Regards, Guest Services
  
  
  Consumer Response /* (3000, 7, 2022/11/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  No call from "leadership"

• Initial Complaint

  Date:09/15/2022

  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.

  In August of 2021 I purchased a Seaworld/ Busch Gardens annual pass for my daughter using the flex-pay option which would allow me to make monthly payments on the pass. My daughter never went to the theme park, thus never activating her ticket. On August 13th, 2022 Seaworld charged my debit card $250.38 to renew the non-activated pass. I immediately called Seaworld, explained that the pass was never activated, so it should not have been renewed. The representative I spoke with agreed and told me I would receive a refund in 1-2 weeks. After 3 weeks of no refund, I called Seaworld again; the second representative I spoke with also agreed with me receiving the refund and said he would put the manual refund request as urgent, since I already waited 3 weeks. Now today... 1 month later, I still have not received the refund.
  
  With the pass not being activated, it should not have been automatically renewed.
  Due to me signing up for the flex pay initially, it should now have been for the entire amount.
  I have spoke with the merchant twice and both times was told I would receive a refund, yet have not.
  At this point, I feel the non-activated pass from last year should be refunded too.
  

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 8, 2022/10/04) */
  Sea World Parks & Entertainment takes all complaints very seriously and our goal is to come up with a proper solution to each incident. After reviewing the case we have submitted a refund for this guest that will be seen in their financial institution within 2 weeks. We apologize for any inconvenience this may have caused.
  
  Thank you for allowing us an opportunity to work on a solution.

• Initial Complaint

  Date:09/10/2022

  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.

  9/10/2022. Went to the park and 75% of the advertised rides and attractions were not available. No mention of it anywhere on their website, social media, or in the park itself until you go to the attractions. Spoke to customer service both at the park and on the phone, and they said there was nothing that could be done about the experience. Also, the time noted on the website for their opening was 7 pm but the park itself closed at 5:30. Was not advertised until inside the park that attractions would be closing at that time. there was also the incident with the false advertisement with parking. It was 60 dollars for VIP and was paid due to a disability, but preferred parking was less than 2 feet away at a steep discounted price.
  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 5, 2022/09/14) */
  Good morning. I am sorry to hear you did not enjoy your visit to SeaWorld on Saturday due to the closed attractions. Please email [email protected] with the barcode side of your park admissions, so we may assist you further. Thank you,

• Initial Complaint

  Date:08/29/2022

  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.

  On August 20, 2022 we started our vacation with our 5 year old granddaughter visiting Seaworld Orlando. During our visit , we wanted to finally visit the penguin exhibit. I believe in the Antarctic World exhibit. Around 4:45pm we arrived at the exhibit and parked our granddaughters stroller in the stroller parking area and proceeded to stand in line.
  
  Once we completed the tour we exited the exhibit to retrieve our belongings which were our stroller and belongings. Low and behold someone stole our stroller and belongings. We then completed a detailed search of the area along with other areas of the park to see if the stroller was parked elsewhere by the individual but it was not.
  
  We then made contact with quest services and security who were no help at all. We were advised to complete a statement form which we did. We then again took the next two hours walking the entire park, back and forth to lost and found and guest services but still our belongings were gone/stolen. We were advised that this type of incident does not happen at the park and we were "the lucky ones" to have our property stolen.
  
  To say the least our visit and our granddaughters first to Seaworld Orlando was horrifying. Not only did we have our property stolen which included (1) Graco stroller, our granddaughters sneakers which was under the stroller due to being wet from the one of the water rides , our souvenirs which we purchased at the park which included, refillable drink bottles, a drink bottle that sprays water with a fan attached and other belongings.
  
  We spent our evening unable to enjoy the rest of the park and view the firework show because of distress and worry and our granddaughter being upset and not to mention with no help from park employees/security. We saved up for this vacation and now we are without our belongings. There has been no response to serval emails sent to corporate and about our case. A horrible experience is an understatement.
  

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 5, 2022/09/01) */
  I am so sorry to hear that the actions of another guest affected your visit negatively. It is unfortunate that your personal stroller was missing when you came out of the exhibit. While I am pleased to hear that your family did report the incident to our Guest Services team and Security, I am very sorry to hear that the stroller was not recovered. I have shared your concerns about the team member attitudes with our Park Operations and Security departments so that they are aware of the situations you encountered. I am sorry for any disappointment this experience may have caused for you and your family as a result.
  
  We also sent you an email requesting information. Once you reply, we will be happy to assist you further.
  
  
  Consumer Response /* (2000, 7, 2022/09/02) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I have replied to the email I received on 09/01/22 and forwarded the requested information to the business on 09/01/2022. I hope to hear back very soon