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:08/08/2025

  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 go to Valleyfair a lot. I recently spent around $300 on the 2025 Fast Lane Season Pass. I went to ************** to purchase it. Then yesterday there was two times an employee told me: you will be on the next one. Then for one of those times it came to the point she let in ALL OF THE LINE. Which was almost ***** people. I know this because there was 4 people waiting per slot instead of 2, the normal amount.I went to ************** again to inform them of this problem. They gave me a super vague solution: I will tell other Supervisors about this. They also informed that there is this Ratio when I questioned about "why are you not letting me in before the normal guests even though I have Fast Lane". The Ratio was NEVER clarified, and they told me: each one has different ratios. I was also NEVER informed of the fact that there is indeed a Ratio before purchasing the Pass. So in the end I spent almost $300 to wait LONGER than normal guests. Valleyfair should disclose the Ratio publicly on their site, and inform guests before selling them. I want a partial refund while keeping the Pass.

  

  Business Response

  Date: 08/18/2025

  Hello, 

  I have attempted to reach out to this person multiple times in the last 10 days to try to reach a resolution and have been unable to connect. I left voicemails on August 9th at 1:05pm, August 14th at 11:25am, and August 18th 4:20pm. In addition to those voicemails I also emailed on August 14th. To this point I have not heard back from them. Also, after looking into our ticketing system it appears they have visited the park 7 times since their initial complaint sent to the BBB and have not asked to speak with anyone about any of their concerns. We will keep this ticket open internally but I believe this ticket should be closed on the Better Business Bureau's end. 

   

  **** ******

  Manager, Park Operations

  Customer Answer

  Date: 08/20/2025

   I am rejecting this response because:
  I never expect Valleyfair to Call me. I expected them to directly respond here or email. My phone is NOT my primary contact method.

  I also had discussed this problem with the Park multiple times. It did not work.

  I just acknowledged that I will get contacted by phone. And I will try to check my phone more often for that.

   

  
  

  Customer Answer

  Date: 08/26/2025

  They did call me and leave voicemails but didn't email me. For real I didn't expect them to call me because I have all of my phone messages silenced because I am a student and I cannot take phone calls during the day and I am busy at night also. I had already reached back to them and asked them to email me instead.

  Thank you.

• Initial Complaint

  Date:08/05/2024

  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.

  My friends and I went there after spending 80$ on tickets each. We went out to change our clothes to go to the water park and got back in no problem. However, when we went to go back and change and come back they asked if we were over 15. We are all over 18 and said yes. The security asked for our IDs and only one of us had them in an attempt to bring less items to lose at the park. The other three in our group had pictures of their IDs and were clearly over the age of 18. The security denied us entry when there was still hours left in the day. They were flagging others through without even scanning their ID and chose us who are ADULTS to deny entry too. The only place it says is in the chaperone policy and why would we think to look at that before when were all over the age of 18. This policy is age discriminatory.

  

  Business Response

  Date: 08/15/2024

  Guest was offered return tickets 

• Initial Complaint

  Date:08/08/2023

  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.

  We purchased a 2023 season pass for $99 in December 2022 for our 15 year old son. Due to the Chaperone Policy enacted on May 13, 2023 the season pass has NOT been activated.IF we had been informed of this policy change at the time of purchase, we would not have made the decision to purchase this pass as it was meant for him to enjoy the park with friends and cousins between the ages of 14-18.We spent over 30 minutes on the phone with various *********** employees/managers on 8/8/23 asking to simply apply a one year ***** and allow us to use the pass for **** without any additional fees since the policy change happened long after original purchase. Unfortunately *********** has not been willing to work with us and tells us that our pass expires in October 2023 even though the pass is not activated. We simply request to resolve this dispute by *********** honoring the pass for **** without any additional fees

  

  Business Response

  Date: 08/21/2023

  As stated on the Valleyfair website Valleyfair does not issue refunds or exchanges on Season Passes or Season Pass Add-ons. All the preceding products are non-refundable and non-exchangeable for any reason after the order transaction has been completed at the front gate, online, on the Valleyfair mobile app, or other authorized ticket seller. *****************************************************************. If a guest purchases a season pass, does not use it and wants to use it the next season instead like this guest does they need to pay a discounted rate to renew into the next season.