Complaints

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

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  Cedar Point

  One Cedar Point Drive Sandusky, OH 44870-5259

• 

  Cedar Point

  2001 Cleveland Rd Sandusky, OH 44870-4403

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:07/11/2024

  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.

  So we checked into the the castaway bay resort in sandusky ohio on July 9 when checked in we received a room that smelled like paint do to them paining in the hallway. The smell of the paint instantly gave everyone a head ache. Called the front desk and was given another room. The room that we where given was ok till we where not able to take showers do to the mold in the shower and in the wall base at that point we just kept the door closed to the bathroom. We planned a family vacation that we where told they offered day passes for the water park and then was told they don't it didn't seem like anyone there was on the same page about anything the trip turned into more of a stress the anyone having fun with waiting for another room and not using the bathroom because of the mold.

  Business Response

  Date: 08/01/2024

  A member of the Castaway Bay Management Team has called and left voicemails for this Guest. We invite the Guest to reach back out so that we can assist further. Guests can reach us directly by visiting the "Contact Us" page of our website.

  Customer Answer

  Date: 08/02/2024

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

• Initial Complaint

  Date:07/05/2024

  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.

  Purchased premium all day dining for $50.08 under ************************* pass. It says a meal + side OR snack every 90 minutes at participating locations. After using it for one meal, I attempted (over 90 minutes later) to use it to purchase a snack (funnel cake) at a participating location and was told a funnel cake is not a snack - only soft serve is a snack. It is not listed ANYWHERE at the location what is and isn't a snack. I called customer service - I spoke to one person and a supervisor (****) who could not tell me what snack were included. **** confidently told me ALL of that info was available online but when I went to the stated location it was not listed what was considered a snack. **** told me 2 other supervisors were looking into it (so apparently the info isn't that easy to find on the site) and then stated that I should have been able to use it for a funnel cake at Beaches and Cream. I told her I thought even she didn't know the right answer because obviously I couldn't use it for funnel cake when I was there. I again told her that they said I could only use it for soft serve. She even told me she couldn't see where I attempted to use the pass. I stated that she wouldn't see an attempt because the park staff wouldn't use the plan for the funnel cake. THEN she claimed what she'd actually told me was that I could have used it for soft serve which was a flat out lie. 25 minutes and $50 wasted. If it takes that many people who work there to figure out what is a snack, how is a customer supposed to know. It's taking advantage of people with kids, waiting in long lines who will just pay again.

  Business Response

  Date: 07/16/2024

  This guest was contacted and assisted by a member of our Guest Experience Team. For information on participating locations and menu items, guests can download our Dining Plan Guide from the Dining page of our website.

• Initial Complaint

  Date:07/01/2024

  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.

  I had an artist draw my husband and I pic on his bday it was awful. ***** services agreed. When we filed a complaint in guest service ***** and ***** found it to be a joke because we wanted compensation and they lied about compensating our money after speaking with their supervisor who told them we were getting a reimbursement. They wrote his name down on a card and handed it to me. Three weeks later after being told we would receive a refund there was no refund. Spoke with another young lady who said they cant do refunds only they could and that she would help. On my husbands bday we stood at guest service for over an hour. Also earlier that day a family member gave us four fast pass tickets and we were treated as if we were scammers they pushed us to the back made us wait and then called higher authority. When they found out 30 minutes later that they were legit we were finally able to ride ofc we were waiting and very embarrassed. No apologies were given. This was not a good experience on my husbands bday. We would like some compensation as we will be returning for a better experience next week to make up for his bday. Maybe some fast pass. I have more names and details when I am contacted ,it is so much to write . I have supervisors name and other info. Pics of our fast pass ticket . Again how we treated and lied to was unacceptable. I am a season pass holder and this isnt cool. I can be reached **********.

  Business Response

  Date: 07/03/2024

  Our third-party art vendor has been in contact with this guest regarding her drawing. A member of our Guest Experience Team has reached out to this guest requesting additional information about her Fast Lane experience.

• Initial Complaint

  Date:06/28/2024

  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.

  9/1 I visit the park had issue going in payment failed. Had to go to the customer office made the 3 last payments total of $105. Went in the park saw a promotion half price for season 2024. Went back to the office and got them $97.20 I paid. Went 6/24/24 on my anniversary and had a problem go in to the office and they claim I didn’t pay that. The $105 was in the system but my $97.20 paid with contact less Apple Card is not there. I email them 6/25 no answer called 6/29 and they keep saying the same story. They scam me that money why would I have a receipt on my Apple Card if I didn’t pay them? The want the actual receipt barcode I don’t have it but I do have my card statement. Don’t want no pass they to me are scammers want my money back. Would not give them not even a cent!
  They ruined my 41st anniversary

  Business Response

  Date: 07/13/2024

  This guest was previously assisted by a member of our Guest Experience Team. Last fall, the guest upgraded their 2023 Summer Passes to 2023 Gold Passes for a total of $97.20. Had the guest renewed their passes to 2024 Gold Passes, the total charge would have been higher. The in-park advertisements for $49 upgrades were for single day ticket upgrades, not Season Pass renewals.

  We confirmed with this guest that they were charged correctly and made a goodwill offer for the misunderstanding.

  Customer Answer

  Date: 07/18/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  They can keep saying it was a darn upgrade AGAIN why would I upgrade the moth of September???? When I go just 3 times at most 4? Why would I go the day of my anniversary thinking I had a The 2024 season pass to be told I didn’t have it. Not even a sorry can we offer you something he was rude and a recorder kept telling me the same thing over and over. Like by repeating it would change my mind! The had a false advertisement and I wish would known would give them not one more penny! I DID NOT UPGRADE A ALMOST SEADON OVER PASS THEY KEEP SAYING THAT. Common sense who would upgrade on a almost season over when I wasn’t even ever going to buy not visit them ever again. None of my family is. I want the money back because I thought it was season 2024. False advertisement when I went there the payment wasn’t showing now the do have it! Liars give my money back!
  
  Sincerely,
  
  
  
  ********* *******

• Initial Complaint

  Date:06/28/2024

  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.

  Went to cedar point shores was sold tickets at ticket window But all rides were shut down They.sold us tickets to a shutdown water park.

  Customer Answer

  Date: 06/28/2024

  Cedar point shores

  Sandusky ohio

   

  Business Response

  Date: 07/04/2024

  This guest was contacted and assisted by a member of our Guest Experience Team.

• Initial Complaint

  Date:06/26/2024

  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 son had a bed bug crawl on him in the middle night. Castaway Bat refused to pay for our suitcases that we had to throw away and for Sanitization of my husbands CPAp machine which was recommended after being in a room with bedbugs

  Business Response

  Date: 06/29/2024

  We apologize for the inconvenience experienced by this guest. Immediately after the concern was brought to our attention, the guest was assisted by a member of our Castaway Bay management team. In addition to fully compensating their reservation, the family was moved to another room, provided an additional second room, their belongings were laundered, and their luggage was inspected. No evidence of pests were detected. Their original room was inspected by our maintenance team, and all standard preventative measures were taken.

  Customer Answer

  Date: 07/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response beacuse it is unacceptable. The maintenance even confirmed that it was a bed bug so I am unsure how now you can say no evidence was found. I have a photo of the bed bug found in the room. I was moved at 1 am in the morning after arguing with the manager on staff. Originally she wanted us to wait until morning. We were moved to one room. my small children & I  had to leave early because of the issues. My daughter was afraid to go to sleep thinking she would wake with another bug in the bed. So 3 of us left Saturday morning. The other 2 were unable because of a baseball tournament. Our luggage was thrown away. It is ridiculous to pay the amount of money we paid and have bed bugs and then end up losing even more money because we had to throw away luggage. The maintenance man even suggested that we bought a bug online to bring to the hotel to get the stay for free. 

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

• Initial Complaint

  Date:05/21/2024

  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.

  You know. We were members a few years back and I swore I wouldnt do it again. Well color me stupid!!! We planned a 7 day trip hitting ************ and then to cedar point before a trip to ************ for a non cedar *********. ************? Spectacular as always. So not only do we spend our hard earned money for two prestige passes for all parks, we get there today and see thousands of kids getting off of busses so we go get fast lane plus. 260 bucks and one all day dinning another 30 plus. So far so good. We go get a ride in maverick. Fast lane paid off there. Then off steel vengeance. We get in line then boom!!! down she goes. So for an hour we dealt with waiting before they finally called it. Then we get people taking cuts. So we go get an employee and she removes them not from the park which is the rule, but back to her old spot. In that process my wife got called all kinds kf names by this little bratty school girl. Nobody did anything about that either. So we get out of line and go to maverick again as it appears its the only ride running with any sort of consistency. Easy easy, all done. We go to millenium force. Its finally open. Get that ride in. At this point were 3plus hours in to our day so we go get food. You know, 3 rides in almost 4 hours is very exhausting. So we eat and went to ******* which was finally open. After that we see steel vengeance running with people so we run over there. Get our locker and go show our precious fast lane plus passes. Nope sorry. Were closed. At this point we went and let ****** beat us up and left since the rest of the rides were closing due to inclement weather coming in. Which we still havent seen. Whats freaking waste of 300 bucks plus the prestige pass. Every time we come its something at this friggin park. Id get a refund on my passes and everything else if I could. After the last time we had passes and experienced the same nonsense I figured itd be better. Friggin horrible

  Business Response

  Date: 06/18/2024

  This Guest has been contacted by a member of the Guest Experience Team.

• Initial Complaint

  Date:05/15/2024

  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.

  Entered by BBB staff LO Consumer states he went to Cedar Point the first day they opened and was charged $171 for a fast pass but he never got it. He said he thinks he was charged twice. Then he tried to put $75 on a card that is used at Cedar Point but the card did not work and they would not reimburse him.

  Business Response

  Date: 05/17/2024

  A member of the Guest Experience Team left a voicemail at the phone number provided. The Guest did not provide an email address, so we have requested a call back. Additional information will be required from the Guest so that we can investigate the circumstances of their visit.

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21708644
  
  I am rejecting this response because:
  

  I tried calling back and left several message with no returned call.

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

  Business Response

  Date: 05/28/2024

  A member of the Guest Experience Team has successfully made contact with this Guest and is working to resolve his concerns.

  Customer Answer

  Date: 07/22/2024

  I gave them the information and they never called me back. I have tried calling them back and nobody gets back to me. 

  Business Response

  Date: 07/22/2024

  We have repeatedly assisted this Guest. Their Fast Lane wristbands were purchased online and redeemed in park. The guest was not charged in park and their wristbands were used at several ride locations. The Guest did not provide enough information for our cashless vendor to located their cash-to-card transaction (receipt, specific kiosk, etc.). We have communicated this information via phone and email.

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 21708644
  
  I am rejecting this response because:
    see attached
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 21708644
  
  I am rejecting this response because:
    see attached
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/03/2024

  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.

  I purchased the all park passport as well as the all park fast lane system, something like three thousand dollars. I was in CA at the time and was told by an representative of the park that I would be able to use this at all parks AND events. I went to book an event at Cedar Point, my home park and was denied. I was told to kick rocks when I called in and was refused their legal contact number to escalate this matter with my attorney. This is bad business, I actually paid more for the pass I bought had I went with the lesser option of the park I needed it for.

  Business Response

  Date: 04/05/2024

  This Guest was previously assisted by Guest Experience Leadership at Cedar Point.

  Season Passholders are assigned a home park based on where they purchased their Season Pass. Home park assignments can only be changed between operating seasons if the Passholder renews at a different park. The All Park Passport add-on grants access to all Cedar Fair Parks on all regularly scheduled public operating days. Specific benefits vary by park and are subject to change without notice.

  This Guest purchased his Season Pass and All Park Passport at our sister park, Knott's Berry Farm, which serves as his home park for the 2024 season. His All Park Passport grants him access to all Cedar Fair Parks on all regularly scheduled public operating days. The Top Thrill 2 Passholder Preview Days are not regularly scheduled public operating days. Due to the limited capacity of the events, only Cedar Point Passholders are eligible to register. We apologize for any inconvenience.

• Initial Complaint

  Date:12/18/2023

  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.

  Hi. We are attempting to purchase online tickets to ************ Winterfest for Dec 26 2023 and Dec 27 2023. We would like to buy 1 Sr ****** and 2 bring a friend tickets for Dec 26 and 1 Senior ****** and 2 bring a friend tickets for Dec 27, 2023. Due to a problem with ************* website, it will not allow us to make this purchase in one transaction. As a result, we currently have to make two transactions which require us to pay a duplicate $9.99 transaction fee. We have reached out to ************ to let them know of the error. They have the ability to make an exception and honor the online price at their ticket counter at the front of the park on each evening However, to date, they have been unwilling to work with us. We have spoken with **** and *********************. **** tried to be helpful but was not empowered to resolve the situation. Sadly, ***** was empowered to resolve the situation but chose not to do so. The only solution he has been able to provide is to pay the duplicate transaction costs. Too bad, too sad for us. We believe this is a dishonest response. Furthermore, requiring us to pay duplicate transaction costs, basically greatly reduces the value of their "online sale price". I have also reached out to the entity that operates the website, Sadly, they were not interested in assisting either. Their response is attached, too.SeasonPass #******************** ************ SeasonPass #******************** Cedar Point

  Business Response

  Date: 12/20/2023

  We are sorry that our website is not operating to your expectations. Guests who utilize any Cedar Fair park's website to complete a ticket purchase for different dates will be required to pay a processing fee per order for each chosen date of visit. Additionally, we passed your contact information along to ************. 

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 21014171
  
  I am rejecting this response because it states information that is untrue and does not provide a resolution. First, I am able to purchase tickets for multiple days in one transaction at every Cedar Fair park. The problem I am experiencing is that the functionality to purchase multi day tickets in one transaction is taken away from me when I try to enter a season pass number. This creates a situation where pass holders have to make multiple transactions with multiple transaction fees which can be as much as $9.99 per transaction. So, if I want to visit for three days, they want me to make three separate transactions and incur as much as $30 in fees as opposed to making just one transaction for $9.99. Sounds like there is a problem here. 

   

  While I appreciate them forwarding my matter to ************, if they had carefully read my complaint, they would have seen that I already spoke with two people there that were not interested 

   

  This complaint is in the hands of Cedar Point, but it needs to go to Cedar Fair, which is the parent company of Cedar Point. I kindly request this issue be presented to someone in executive management at Cedar Fair, LP, not Cedar Point so we may respectful, intentional discussions in resolving the matter since previous discussions with ************ we're not productive. Best Regards,
  
  Sincerely,
  
  *******************

  Business Response

  Date: 12/21/2023

  Guest was contacted by ************ Guest Experience Team Management.