Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/08/2025

  Type:Facilities 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.

  July 4th my family and I decided to go to Seabreeze Amusement park in Rochester NY. We had multiple issues at this park that I believe are safety violations. Our first issue is we had multiple things stolen from us which I know is not the Parks issue because what we bring in we are responsible for that was just the starting point to the bad day. Second my daughter and I got onto a ride. The ride was supposed to secure me from the chest restrant. I told the operator that the restrant was broken and that it went up to the top of my head and back down and wouldn't lock in place they didnt give me a chance to get off of the ride they told me I was fine and they started the ride anyway. This scared me so bad not only did it hurt the bottom part of my back because I had to use my arms to push down the chest rest to stay in the ride fully all the while it kept flopping into the air. This was a scarry and horrible experience. Third they did not offer proper floating flotation in the water areas. They only had a handful of life vests while many ages 0-12 had nothing and were just allowed to go into the water anyway without the proper safety equipment. This should be looked at as a safety concern because kids can get hurt from this. Children at a water park should have to wear a life vest. Any other water park I have been to this is the case. Our children couldn't even enjoy the park due to all of the safety violations that took place that day and I am very nervous for other childrens safety that enter this park.

  Business Response

  Date: 07/27/2025

  I have attached my letter of response to Ms. ********** BBB complaint. We spoke today and had a good conversation in which we came to a resolution.

   

  Please let me know if you need anything else from me at this time.

  Business Response

  Date: 07/27/2025

  ****** ** ****, Inc. d/b/a Seabreeze Amusement Park is in receipt of your letter dated
  July 25, 2025 regarding a complaint received by your office from ****** ********. Although
  we were not aware of the 7/4/25 incident set forth in Ms. ********** complaint. I called her on
  7/25/2025 at 2:29pm and apologized for her negative experience at Seabreeze Park during her
  visit.
  As discussed with Ms. ********, we came to a resolution to her request after talking
  through the statement she made to the BBB. Her first complaint about her stolen items (a towel,
  shirt, and small toy that were not stored in a locker) was discussed and explained to her that
  Seabreeze is not responsible for any lost or stolen items. She understood that it was not our fault
  that her items went missing. Her second complaint was that her safety bar was not properly
  secured. I explained to Ms. ******** that it might have felt loose, but the ride will not dispatch
  without all the safety bars latched. Once I explained the safety system on the ride, she understood
  and confirmed that the seatbelt was buckled and that the bar just felt loose. Her third complaint
  was a lack of young children wearing life jackets in the waterpark. I explained to her that life
  jackets are not a requirement (that it is up to the child’s chaperone), but that we provide them if
  guests want to use them. We have life jacket sizes ranging from infant to adult that can be found
  at our Wave Pool, Kiddie Slides, and Tube Pool on a first come first served basis. I asked Ms.
  ******** if she had spoken to any employee while she was at the park about her concerns, she
  said that she didn’t know where to go or who to speak with. I told her that in future visits to ask
  any employee to speak to their manager or go to our Guest Services Building located next to our
  Carousel so we can address her concerns in real time.
  We are refunding her for the four tickets that she purchased (valued at $200). Her original
  request was for $500, which is what she believed was the original cost. She agreed to the $200. I
  asked if there was anything else we could do, Ms. ******** was happy with the resolution.
  Should you require any further information, please let us know. We appreciate the BBB's
  efforts in notifying us of the concerns raised by Ms. ********.