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:06/13/2023

  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.

  My son came to the park as part of his school field trip on 6/12/23. On his way in to the park, he state that the security confiscated everybody speaker with varying size from a palm size to book size speaker. He state that the security did not give a proper explanation to why other that you cant bring it in and it has to be confiscated. What made it worse, the items that was confiscated was not return at the end of their trip. I check the park's list that is not allowed to bring in and other that the obvious item like knife, liquor and other stuff, no mention of speaker. I tried to fill a complain but the only number they have is customer service which is no help and was only refer to emailing the company which hopefully gets to the proper depart and not ignored. I don't think this is right and I see it as plain stealing. Wish me luck and I wish Dorney Park will make it right, Not just for me but for everybody else.

• Initial Complaint

  Date:05/03/2023

  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 purchased a season and meal pass for my son in 2022 for the upcoming season. At the time of purchase, the entry rules allowed my son to use his pass at any time through the operating season without restriction. In April of 2023, Dorney Park changed their policy to restrict use without an additional ticket purchase for a chaperone which is not what I agreed to at the time of my purchase. I am requesting a full refund since the policy change will not allow us to use the purchased passes. Dorney Park management has been difficult to reach and has ignored my outreach to discuss this matter. I simply want a refund because they changed the rules that I agreed to last year. Thank you for your help in this matter.

  Business Response

  Date: 05/26/2023

  In response to the complaint submitted by ******************* and her request for a refund, Dorney Parks position is to stay with our no refund policy.
  ******************** has spoken with several individuals here at the property and what has been explained to her is a few things:
  When she purchased her sons pass the Terms and Conditions, which she signed, specifically states that we can and many change policies and rules at any time. I have included and highlighted the section in the attached paperwork.
  That at no point has Dorney Park ever encouraged or advertised that minors are to be left unattended here and that it has always been a policy that many of our rides that a Supervising companion is needed. (Per **** Standards)
  The policy is not intended to increase our revenue to force the purchase of tickets. I explained to ******************** that we know that this policy actually decreases our ticket sales. (This policy rolled out to two of our properties in October of 22 and did decrease their sales)
  At no time are we telling her we are not enforcing the policy, we explained how it was to be enforced.
  The decision to not refund her money was based on ** ********* statements of “my son’s friends decided not to buy passes, so he had no one to go with” and that “he never comes before 4pm”. 
  I do not feel that either of these reasons are valid and I even researched her sons entries from 2022 and her statement is not factual.****** came last season 8 total times; our system date and time stamps each entry, 5 of the 8 times were before 4pm.
  ** ******* was offered a compromise of refunding her sons meal plan which is half of the cost and she refused it. In addition, she has already disputed this charge with her Credit card company so if they decide she is owed a refund, then she would receive it through the dispute process already is motion.
  Thank you for your time in this matter, if you need any more information, please feel free to contact me.
  Sincerely,
  *******************************
  Director of Park Operations

  Customer Answer

  Date: 05/31/2023

  [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: ********
  
  I am rejecting this response because:
  

  Despite the response and the reliance on the contract law that is referred to, I am not satisfied with the answer. Further knowing that they went as far as to review my son's entries to the park in the previous year I am doubly concerned that he may be personally targeted due to this policy change should he attend the park. The precedent from last year does not reflect our current situation and is irrelevant.

  The response also "cherry picked" items from our verbal discussion which are factors, but not the main reason, for the refund request. We are still unable to comply with the chaperone policy of having a 21 year old individual paying full price inside the park after 4pm.

  I had hoped that Cedar Fair management could come up with a solution such as a non-rider pass at a discounted price so that we could be accommodated, however that is clearly not something they are willing to consider. 

  While I understand that I will not get the resolution I desire, clearly keeping the revenue is more important than customer relations to Cedar Fair, I still believe this was a "bait and switch" that should have been resolved with the first outreach regarding my concern.

  I am extremely disappointed and surprised by how much effort was put forth to ensure that I would not get my funds back when other avenues (such as a simple refund as an exception) could have been explored. 

  Regards,
  
  *********************************