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:07/03/2024

  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.

  My son attended *************** June 19 with his youth group when he noticed his phone wasnt in his bookbag as bus was leaving went to guest services and a card was given to him to call to locate phone if found Today July 3 and Ive called numerous times locating phone and ALL EMPLOYEES THAT ANSWERED CALLED ALL GUVE DIFFERENT REAPONSES when asked to speak to supervisor its no i cant their busy whats there name so i can call back they dont want to enclosed if calls are reordered you can hear no direction or assistance was giving the shipping was paid for and yet im still waiting

• 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 was at Dorney Park on 6/30/24. I bought 5 additional tickets, 6 fast passes, and 2 all day premium dining. Just before 3pm it started to thunder. We waited a bit and it continued to thunder and lightning. I stopped at guest services on my way out and asked for rain checks for everything I purchased. They informed me at this time, no rain checks were being given. It continued to storm throughout the rest of the day. I would like 5 tickets, 6 fast passes, and 2 all day premium dining (I have receipt if needed) mailed to me.

  Business Response

  Date: 08/01/2024

  An admissions team member will reach out to the guest

  Customer Answer

  Date: 08/03/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21926966
  
  I am rejecting this response because: I left the park by 2pm and I would like replacement tickets.
  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 09/03/2024

  A majority of the rides were not shut down in the entire park for 90 consecutive minutes. Therefore, there is no BounceBack ticket for that day for admission.

• Initial Complaint

  Date:06/29/2024

  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.

  We have paid for dorney park season passes season food plan and season drink plan.. Dorney park has failed to uphold their code of conduct keeping my family safe. There was a conflict in the park that included my young kids and me being threatened to be beat up and killed. Dorney park did not remove the party from the park. Dorney park could have prevented this incident by upholding their no line jumping policy and enforcing it. However I had to speak up stating me and my children were waiting for the double raft for a little... i simply said 'excuse me ma'am we have been waiting for that double raft could we please have it' this escalated instantly to her yelling at me and threatening to beat me and my children... she stated have you seen that viral video going around i know you have thats going to be you.. in reference to a video at ***** gardens of a man getting attacked... she then when we got off the ride stated she was going to have her boyfriend get me and that she would make sure i didnt walk on this earth anymore.... Dorney did not uphold to their code of conduct of multiple behaviors that are not permitted in the park and did not remove the party .My oldest son [9]ended up so scared he vomitted my middle kid [6]was scared and didnt want to continue his day there my 4 year old daughter did was so worried about me because i got escorted to security like i was the criminal...My kids and myself are afraid tp return to dorney park because dorney park cannot even hold to their code of conduct i no longer feel safe going here... We just want it refunded. Weve spent thousands of dollars over the years here as we have been multi year season pass holders.. but we will not be returning ever again after this.. i need a refund... dorney is refusing to resolve this issue and constantly passes the call to different departments. Spent over 6 hours between waiting and phone calls..

  Business Response

  Date: 08/09/2024

  Guests' all season dining and drink plan were refunded. their season passes had been used multiple times and have no value left to refund. 

  thank you

• Initial Complaint

  Date:05/24/2024

  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.

  I wanted to buy 5 single admission tickets on May 23, 2024 at 9:30 PM online on Dorney Park's website. However, as soon as I completed the transaction it asked me to enter names of 6 people. I looked into the reciept and I was billed for 6 instead of 5. I raised the issue to the technical team right away and they even escalated it internally. The non technical teams were not available but I reached out to them as soon as they opened on May 24, 2024. However, they are saying all sales are non-refundable. I explained to them that I am not from the area and would not be easy for me to revisit and they asked me to resell which is not legal per their ticket. Wouldn't it be a nice customer experience to refund when the issue was identified right away. I just need 1 ticket refunded which is $46.04. They refused to provide any corportate email for escalation.

  Business Response

  Date: 06/02/2024

  This Guest reached out to our ********************* and was provided a response in line with our policies. We do not offer refunds on purchases. The Guest was given options for the unused ticket. 

   

  thank you, 

  Business Response

  Date: 06/04/2024

  After speaking with the general manager, she has approved the refund after we confirm the ticket has not been used. 

  Thank you for your patience as we look into this. 

  Safe Travels, 

• Initial Complaint

  Date:05/13/2024

  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 went to the games at park and I buy 1 game for 5 players are supposed to be $36 but I have a charged in my account of $360. I need a refund 0f $324.

  Business Response

  Date: 06/02/2024

  Your comment has been sent to the Dorney ********************* for review. A member of that team will contact you this week. 

  Be well, 

  Customer Answer

  Date: 06/20/2024

  To whom it May concern:I, *******************, have not received my refund yet. If I do not receive it, my bank will contact you directly. Thanks in advance.

  Business Response

  Date: 08/01/2024

  Ticket Updated: 06/24/2024 04:02:01P
  Guest emailed a copy of the overcharge, and the refund has been processed.

  Customer Answer

  Date: 08/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************
  
  

• Initial Complaint

  Date:10/29/2023

  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 would like a full refund due to inclimate weather. My son is 6 years old and has autism should not have to be in the cold rainy weather. I would like a full refund. They charged me for a service that was never provided.

• Initial Complaint

  Date:10/18/2023

  Type:Sales and Advertising 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 tickets to Dorney Park to attend a ********** District Day. This was an event for the ** ************** and included parking, admission and a catered meal. The ticket also Included a provision for a second admission for all tickets redeemed that day during the 2023 season. the original e tickets were used 7/23/2023 and we tried to use the tickets again on September 30th and were advised they were not able to be used as they did not show as being scanned on 7/23/2023. This is incorrect as 4 of us used the 4 tickets and obtained wristbands for the catered lunch. I called 10/18/2023 and spoke with **** in Customer service. She said one ticket showed it was scanned (ticket #********************). I only want the 4 admissions we were told we were entitled to with the purchase of the tickets for use on 7/23/2023.

  Business Response

  Date: 10/26/2023

  I will reach out directly to guest. 

• Initial Complaint

  Date:10/13/2023

  Type:Customer Service 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 Sunday, October 8 I purchased passes for my two 16 1/2 year olds to attend the Haunt at Dorney. There was an advertisement on the website that if I purchased season passes, they could use them this year for the Haunt. The main reason I went on the website was for the girls to go that evening to the Haunt. Upon agreeing to the terms I read there was a chaperone policy for anyone under 15. The policy stated all guest 15 and younger require a 21 year old with a state issue ID. I’ll attach copies. My daughters 16 1/2 had their ID on their phone along with their digital season pass and ***** Pay on phone since the park is cashless and there is a strict bag policy. This makes it difficult for people to carry items without losing them. I didn’t allow my girls to take their IDs due to possibility of losing them. The policy never stated anyone 16 and older needed a state issue ID. The company is refusing to respond to this complaint. I requested my money back due to not being able to gain access to the park due to the false claim of a policy they do not have stated on their website. I emailed customer service because when I called the park that evening I was directed to fill out a request online. You can’t speak to a person via the phone that can assist with this. The one and only email response refused reimbursement. I provided evidence from their website about their policies and they have ignored them. I will upload all proof of said policy they kept referring to as the girls tried to enter the park. This is fraud and not ethical business practices. They were denying people left and right as I tried to explain to security Dorney’s written chaperone policy. The security was arrogant and referred to the QR code on a sign that referred to chaperone policy that I will attach. 

  Business Response

  Date: 10/26/2023

  **************- 

  I am sorry to hear about the issues your family had trying to visit the Park. ******* from admissions will be reaching out to you at the email address provided to the Park when you submitted a comment on the Dorney Park website. 

  If you do not hear from her by Friday, October 27, 2023, end of day please email me (I am not in the office this weekend) *************@dorneypark.com. 

  Thank you for giving us the opportunity to regain your business. 

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

  Administrative Assistant

  Customer Answer

  Date: 11/01/2023

  
  
  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.  They refused to give back my money as requested, however offered meal plans as a compensation. This business only responded to me after the BBB reached out and that is disappointing that customers have to go to this extreme to get a response. I appreciate your assistance in this matter.  
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:08/16/2023

  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.

  The park closed earlier than was said originally on the website, the employees were rude, and I was not able to ride any of the amusement park rides. I spent a total of 400 dollars and more if you include the hotel parking and gas it took to get up there. I was my birthday and this whole experience ruined my day. If somebody asks me if I recommend this park I will tell them to stay clear. I will report my experience to the better business borough. All I wanted to get was a compensation for my experience and was again treated horribly and gaslit when the website clearly said it closes at 10:30 pm it closed at 9. The park was unorganized the signs were poorly placed as well. Fast pass was purchased but was never fully used because of the time and the availability to use it on the rides. The food there was very little available. The ones that were wanted were closed and no signs were visible that they were closed. I had to ask and when I did I was given attitude and was told its been closed for years. Why have it there? It just gives confusion and is not worth the money paid to get in park. The locker station was extremely disgusting and not well kept at all. I saw band aids dirty cups among other. The park was also not well kept. I did not feel safe walking barefoot even when they do not allow shoes on rides. The front gate we were rudely introduced to the park. I did not know the fast pass didnt include the tickets and I was never told. Then we tried to go to the hydra and we were visibly seen but ignored for at least 10 minutes, thats when we were told the park was closing early. So we tried to go to guest services and see if we could have compensation and nothing was solved we were told that the people that were mentioned would be talked to but that is it. Not even a full apology. I was not able to ride the rides advertised and I spent money but was only able to ride 5 of the rides.

• Initial Complaint

  Date:07/03/2023

  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.

  06/30/23 My 12 yr old son was physically assaulted by security officer ******** My son was not harming anyone, disrespecting anyone, he was not violating any of Dorneys code of conduct, he was literally twirling a bag around his wrist. The security officer walked up behind my son grabbing him by his neck shoulder and hoodie and proceeded to forcefully push him out the park. I questioned the officers actions, he had no valid reason to have put his hands on my child,he also admitted to not asking any questions prior to grabbing him. Myself and SO ******* had a verbal altercation about the situation, i tried to contact someone at Dorney regarding the abuse, everyone advised to just send an email. 7/2/23 My son goes back to the park, he notices the same officers from the other night but thinks nothing of it. He was proceeding to walk to the other side of the park crossing the trolly tracks (as ppl do all day) there were no lights on, no gates up when he crossed, as he got on the tracks the 1st announcement came on to move off the tracks, he then proceeded to run to get off the tracks. The security guard brought him in a room, called me. Initially they were letting him go back in the park. Security Officer ******* then walked in the room, he looked at my son and laughed in his face. I then received a call that my son was banned for a year. This is a blatant indication of discrimination and physical abuse to a minor.