ComplaintsforBusch Gardens Tampa

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Vouchers 477098109564495637+879847489535997034+744309343359553541 On the 28/4/24 I purchased 2 tickets and parking in the names of ************************************* when we received the confirmation of our booking we realised we had entered 20/6/24 instead of 24/6/24, therefore on the 28/4/24 I sent them an email to ask if the date could be changed?I was informed that the date could not be changed and a refund had been issued which would enable us to rebook our tickets for our desired date.However when we tried to rebook the tickets we found that the price had nearly doubled in price,This was because the 50% off offer had now ended.I sent another email on 29/4/24 informing them I didnt want a refund and I would like the original tickets for 20/6/24 re instated, my request was refused.In my opinion I should have been contacted before the refund was issued and also informed that if I rebooked the price would be back to the original price.I would then have decided to keep the original tickets at the 50% off price.I sent another email on 29/4/24 stating this was totally unacceptable and would like my complaint passed onto management this request was rejected.Just to rub salt into our wounds the refund was less than originally paid, amount paid ****** amount refunded ******

  Business response

  05/07/2024

  Hello, please be advised the guest reached out to us through email and requested a refund so that they were able to rebook their purchase at a discounted rate. However, when the guest reached out again, the refund had already been processed and refunded in the amount requested. 

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Spring break is here so I have been theme parking it up . We visited adventure islands on 3/25/2024 . We scan our pre brought tickets and walked in to the park and I looked for guest relations to get the accessibility pass for my son that is on the low end of the spectrum. The line was extremely long and I didnt know why . My husband walked over to the pool with our family to keep my son busy while I waited in line . 2 hours later I was still waiting in line for this pass . Comes to find out that the line was so long because there was a lot of mad individual bout only having 2 rides open in the whole park . A manager lady came out and started offering everyone **** gardens tickets and I spoke with her and told her I was just in line to get the accessibility pass she said they were not doing any quick queue or giving out any access passes . I told her thats actually against the disability acts she they said they just didnt have the staff . I asked her for a refund were she said I would have to continue to wait in line . My husband ended coming to find me because my son was having a melt down because he wanted to enjoy the park but that was stolen from him that day . We had to leave because I couldnt wait any longer with my family . I called guest services on the way home and they said we could not get a refund because I scanned my pass. I told them yes I did but you have to to talk to someone for the access pass .so they said I need to talk to someone in email for any refunds . No I will never go back to that park and we are already pass holders for Busch gardens . I just want a full refund !

  Business response

  04/04/2024

  Please be advised, we have reached out to this guest through email and are awaiting a response of how they would like to proceed.

  Customer response

  04/05/2024

   
  Complaint: 21529782
  
  I am rejecting this response because:
  I want a full refund and I will be calling Americans with Disabilities Act ***** for rejecting accommodation for my disabled son . 
  Sincerely,
  
  ***************************

  Business response

  04/07/2024

  Please be advised, we have reached out to this guest, and we are awaiting a reply. 

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3/23/2024 Busch gardens Tampa I tried purchasing tickets online for the spring break sale. For 5 hours we could not get online to do so. I ended up going to the self check kiosk, which did not provide a receipt. I went to the customer service desk to inquire about my fun card, for Busch gardens with free admission to adventure Island. The customer service agent stated there was nothing they can do because the offer was for online only. I explained that I, along with other customers were not able to access tickets online. I paid an additional $70 to upgrade my funcard. **************** did not provide me a receipt of purchase at that time either. I should get a refund for my funcard, being it was offered free online but couldn't purchase them online. I have no receipt to show for my purchases!

  Business response

  04/01/2024

  Please be advised, we have reached out to the head of our financial department and have been informed the guest upgraded their Fun Card to an annual pass. Typically, when upgrading a Fun Card to an annual pass it is credited, which is why we are unable to issue a refund at this time.

  Customer response

  04/03/2024

   
  Complaint: 21477440
  
  I am rejecting this response because: the information that was provided in the reply, is not complete and accurate. The reason for the upgrade on a fun card to an annual pass is because Busch gardens system was not processing transactions online. Once at the park, I proceeded to the kiosk to purchase my fun card with adventure island. At the kiosk, the screen **** unreadable due to plastic and dirt and not 100% visible to be read. I was unable to see that the offer and transaction incompletion did not include both parks. Once I got into the park, itself, I proceeded to guest services. They informed me that it was an online offer for both parks. I explained to them, as well as show them on my phone, no transactions were being processed. I do know that other people that were in the line prior to entering the park were also having complications with online purchases. I was informed by customer service that there was nothing they could offer and I would have to pay an additional $70 for the upgrade to an offer that was free online.

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

  Business response

  04/03/2024

  Please be advised, we have reached out to our financial department, and the guest was given the credit of their Fun card to their annual pass when upgraded. 

  Customer response

  04/03/2024

   
  Complaint: 21477440
  
  I am rejecting this response because: I have not been informed on how a refund was issued. I do not show a refund in my bank account. Does that mean I am credited with Busch gardens credit at their theme park?
  
  Sincerely,
  
  *****************************

  Business response

  04/07/2024

  Please be advised, we have reached out to our financial department and have been informed that this guest upgraded their Fun Card to an annual pass. Additionally, due to this product being used, we are unable to issue a refund at this time. 

• Initial Complaint

  03/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am lodging a complaint against Busch Gardens Tampa Bay/SeaWorld due to several unauthorized charges amounting to $1,440.81, initiated from September 25, without any visits or services availed by us since then. Efforts to resolve this issue directly with the company have been unproductive; my requests to speak with a manager were denied, and the customer service representatives were unable to provide any confirmation numbers related to these charges. Despite their insistence on checking my emails for records, I have found no such communications or records of these transactions. Conversely, I have documented proof of these charges through bank statements. The refusal of the company to provide any substantial information or assistance in this matter necessitates the intervention of the BBB to secure a refund and address these unjust billing practices.

  Business response

  04/03/2024

  Please be advised, after further review, ***** was notified on 3/13/2024 there were no record on our end about these charges. Additionally, they were told by a member of leadership to contact their financial institution regarding these charges. 

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went to Busch Gardens In Tampa, ** on2/16/24. We got a mile from the park at 10:10am Took almost one hour to get in the park. The parking entrance needs to be remodel to get into the park quicker. Bought the meal pass for my wife and I and when we went to use it it did not work. we had to pay for all my meals.Went to guest relations no manager could help. They called a supervisor to come we waited 10 minutes and he never showed. Never again We went to the park since our meals were included.Bracelet numbers green e15408053 and E *******

  Business response

  02/28/2024

  Hello, please be advised, we have reached out to the guest and have explained that these used products are non-refundable. Additionally, we have offered return tickets and meal vouchers to Busch Gardens Tampa Bay and are currently awaiting a response.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  When we arrived at the park we went to get our tickets scanned and were told that our passes were not for park admission but only a Fast Pass. Upon realizing this was were quite upset and asked for assistance. We spoke to a gentlemen who advised that hed void out our initial tickets that were purchased in error, and get us the tickets that we needed to both get into the park and also gain admission to the Fast Pass. He advised that he voided out the initial charges and that we should see a refund to our credit card within 5-7 days.I checked my credit card statement last night and the initial charges were not refunded. I called the customer service number *************). On 2 difference occasions I was told Id have to go to Busch Gardens in Tampa and request a refund in person. Twice I told the representative that I was from out of town. Once I realized that I wasnt getting anywhere I asked to speak with a Manager. Upon my request I was told that a Manager couldnt assist me either. Feeling neglected I advised that I was recording our encounter and that if he didnt forward me to a Manager Id file a formal complaint. At this point the representative reluctantly placed me on hold and forwarded me to a Manager. I sat on hold for 45 minutes but a Manager never took my call. Unfortunately I couldnt wait any longer as I had a Zoom work call at works and had to hang up. About week later I e-mailed this time (versus a call) and was told twice I was not allowed to speak to a Manager. *** NEVER been denied access to a Manager at any company in my entire life.This entire ordeal and been the most disappointing experience Ive ever had at an amusement park. Even though we paid for a Fast Pass we were only able to go on TWO rides the entire day due to how crowded the park was. I am not clear on why Fast Passes were clearly oversold. Waiting over an hour for each ride is not my idea of expectation of paying extra money for a Fast Pass.

  Business response

  02/13/2024

  The guest originally emailed our team on 1/19/2024 at 1:38pm. We reached out to the guest and explained to them that we had reviewed the customers order and found that the product they are requesting a refund for (Quick Queue Unlimited + Iron Gwazi and ***************) has been used. Our system and our corporate financial department do not allow refunds on used products. We informed the guest of this on 1/19/2024 at 1:46pm and never received a further response from the guest.
  
  We are more than happy to investigate a return visit including admissions for both parties and 2 quick queue unlimited passes for them that will not have an expiration date. If the guest could please provide us with a photo of the receipt from their admissions tickets bought at the gate we can begin this process. 

  Customer response

  02/13/2024

   
  Complaint: 21277795
  
  I am rejecting this response because:

  The response from Busch Gardens is both false and misleading.  When I originally called into their 800 number, I spoke to a representative that was less than helpful.  In my opinion he wasn't capable of assisting me nor was he interested in hearing what happened to me.  I asked multiple times to speak to a manager so I could escalate my concerns and was denied the opportunity to speak to a manager on multiple occasions by the aforementioned representative.  All I wanted to do is explain what happened to someone higher up.  Had I been given that opportunity I think their response could have been different instead of being stonewalled.  After going back and forth, I was only put through to a manager after I made mention to the representative that I'd take my complaints to social media, the BBB, etc. if not afforded this opportunity.  The representative reluctantly transferred me to a manager where I sat on hold for nearly an hour (I already provided a screen shot as proof of this) before I finally had to hang up due to a work obligation.  In truth I don't think that a manager ever intended to take my call but I cannot prove that.

  I then e-mailed (instead of calling) the next day in hopes that someone could actually assist me.  I received a generic response back stating that I could not be helped.  I e-mailed this person TWICE thereafter asking to speak to a manager and both of my e-mails went unreturned.  In summation, I was denied the opportunity to speak to a manager both through phone call AND e-mail communications.  ************ does this?

  Lastly - I do NOT accept their response or offer for complimentary tickets in the future.  I live 900 miles away.  Even if I lived closer I will never visit their establishment again.  I was ripped off.  In addition, as my initial compliant states - I was told the original tickets that were purchased in error were going to be cancelled and that a refund would hit my account in **** days.  I've already provided proof of this.  Why would I pay for FOUR tickets when it was just my wife and I that were visiting?  This obviously makes no sense and if Busch Gardens thought about this logically, they would come to the same conclusion.  Again I was never afforded the opportunity after multiple requests to speak to a manager.

  As my original complaint states I want a FULL refund of the original two tickets.  Nothing else will pacify me at this point.  I am not OK with paying for four tickets for two of us.

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

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

  Business response

  02/19/2024

  Please be advised, we have reached out to our financial department and have been notified a refund is unable to be issued. As these products have been used, we typically do not refund used products. We have reached out to this guest and offered admission tickets and Quick Queues to return on a later date, and the guest as declined our offer. 

  Customer response

  02/19/2024

   
  Complaint: 21277795
  
  I am rejecting this response because:

  At this point I am not sure how else to be clearer here.  I've sent proof to both Busch Gardens and the BBB that the initial incorrect purchase was going to be refunded to me.  I was flat out told that.  I'm not sure how they are saying i already "used" this pass when I have proof that the ticket was going to be refunded.  I have a receipt that says that.  How can they say I "used" a pass that was refunded?  Why would my wife and I (2 of us) purchase 4 tickets to an amusement park when there are only 2 of us.  Obviously, that makes no sense.

  At this point I am going to hit social media hard and make them regret treating me this way.  I will NOT let this go.  I honestly didn't want it to come to this and wanted to handle this in a more peaceful way.  I've taken every step I can think of do accomplish this.  Busch Gardens has flat out refused to allow me to speak to a Manager over the phone (on more than one occasion after multiple requests) and have no interest in hearing what really happened.  Only so much can be handled over email.  I hardly ever complain in my life to anyone, but in the few instances in life when I've needed a Manager from any business my request has always been granted.

  I want a full refund and I want it now.  I have no interest in "complimentary" passes as I live 900 miles away.  Even if I lived 5 minutes away I would never go to this establishment again!!!
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Bought an annual pass. Never used it and then cancelled. THey sent a collection letter for $37.18 This is a scam and the customer service is awful I have been kept on hold for an hour to non-existent customer service I need to warn people about these billing policies and the scam of a customer service.This is a total ripoff and a scam especially the customer service who just keeps you on hold until you hang up I will be warning all my friends and family about this because nobody should do business with a company like this.So this $37.18 scam and ripoff is going to cost them thousands.

  Business response

  02/11/2024

  Hello, please be advised, we have reached out to this guest through email. We have explained there was an EZ pay 12-month commitment past due in the said amount. 

• Initial Complaint

  01/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I expressed at my last and only visit in March of 2023 that I was unhappy with my experience and I would be issued a refund. Everything went okay at the theme park with the lady at the kiosk assuring me my cancelation and refund would be taken care of. However I was being charged unbeknownst for over a year monthly totalling the charges to over $300 to my cc for 1 visit! Now predatory attempts are being made to get me to give up by their agent over the phone. Saying there is a high volume every few minutes to speak to a supervisor. Now the wait is getting longer and longer. At this point I'm beyond frustrated with their shady business practices. I just want my refund.

  Business response

  01/29/2024

  After further review, we have located the annual pass holder's account, where it was notated on 1/28/2024 under her account was still in contract due to her auto renewal. Additionally, her annual pass was deactivated, and she was offered a refund for up to three months in which she declined the offer, 

  Customer response

  01/29/2024

   
  Complaint: 21210994
  
  I am rejecting this response because:

  No partial refund has yet been made on their behalf. I mentioned additionally I wanted my original refund offer back from March honored and I am getting the runaround over the phone. I want to only pay for the one and only visit I've ever had there and that's what's fair.

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

  Business response

  01/30/2024

  Please be advised, after further review we were able to locate the notes made on the annual pass member's account. In this internal notation it states, the guest requested the call center agent to end her annual pass and to submit a refund in the amount of $83.82 on 1/28/2024. As this refund was submitted through our call center, please be advised this refund may take up to 30 days to be processed. 

  Customer response

  02/05/2024

   
  Complaint: 21210994
  
  I am rejecting this response because:

  I am still disputing all charges except for the one day visit. I am also awaiting a callback for a senior representative to speak to about business practices conducted over the phone and at the park. It's borderline harrassment to continuously put a person on hold for over an extended period of time interjecting every **** minutes just to check to see if they are still there just to chuckle, berate, and offer only a partial refund in the end. I only want what was promised and now we're backtracking. You've taken more of my money and time and all of it has been a terrible experience including my short visit at the park. 

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

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 3 single day passes for me and my family on 01/20/2024 in the amount of $378.90 which included one meal. The day of I was not aware of all the ride shut downs as well as the difficulty with purchasing the free meal. Only two Busch garden restaurants accepted the meal deal and one was closed the other was majority pork items which I do not consume. This was my first time in Tampa, FL as I am from and live in CT. Most of the rides were closed upon my arrival at about 2:05pm. We waited for one ride for 45 min the Iron Gwazi and when we arrived to the finish line the ride was then shut down (understandable things happen). I only was able to ride one ride with my family as there were so many closures. The baby park was open but, my son is 13 years old. There was just so much lack of at the park including the wilderness there was no animal attraction. I contacted the park for a refund as these tickets were very expensive in this climate of our economy and no resolution. I was offered free passes but, I will not be traveling back to Tampa as that is an added expense. I would like a refund of my original payment.

  Business response

  01/29/2024

  Please be advised, we have reached out to ******************************* through email, and offered three single day return tickets including three all day dining vouchers. These products will be valid for two years or to be extended upon request. Unfortunately, we are unable to process a refund at this time due to these products being used. These products will be available to redeem at any of our 11 parks - SeaWorld & Aquatica *******, ***********, *********, Busch Gardens Tampa Bay, ************ and ************, along with **************** and *****************. 

  Customer response

  01/29/2024

   
  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,
  
  *******************************

  Customer response

  03/19/2024

  I opted for the 3 free tickets when I responded that I was ok with the offer.

  Business response

  03/20/2024

  Please be advised, we have reached out to this guest, and sent Three Single Day tickets including Three Meal Vouchers valid for use to any of SeaWorld parks of their choice. Additionally, these products will be valid for use for two years. 

• Initial Complaint

  01/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been an annual member of Busch Gardens. I cancelled my sons annual pass when he left the military in 2021. I was getting charged for $19.99 for month. I called in January **** to get refunded for the December 2023. I was placed on hold for 45 minutes. Then I get my billing statement for the month of January and I was charged again. They dont want to refund all the money they have drafted since 2021.

  Business response

  01/18/2024

  Our Guest Correspondence team has reached out to this guest using the email provided to assist further with their account. 

  Customer response

  01/19/2024

   
  Complaint: 21148719
  
  I am rejecting this response because: Busch Gardens had not reached out to me at all.
  
  Sincerely,
  
  *************************

  Business response

  01/29/2024

  Hello, we have reached out to ************************* and informed the guest that we have processed a refund for the month of January through our financial department. However, we were unable to proceed with an additional refund due to not being provided proof of deployment. Additionally, we reached out to her on 1/28/2024 requesting proof of deployment for the rest of her refund regarding her annual pass. 

*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. ↩