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:03/17/2025

  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 am writing to formally file a complaint against Hershey Park regarding their auto-renewal process for season passes, which I believe was inadequately disclosed and unfairly *********** my case, Hershey Park did not provide adequate notice before automatically renewing my pass. I received only one email reminder, which was buried among the hundreds of marketing emails they send each year, including many urging customers to purchase 2025 season passes. This overwhelming volume of emails created confusion, and at no point was it made clear to me that my existing pass was set to auto-renew if I did not take action.This is not a case of buyers remorseour family genuinely cannot use these passes due to medical reasons that arose last year. These include: My daughters newly diagnosed epilepsy, making amusement park rides unsafe for her, my own worsening of a herniated disc, which prevents me from safely enjoying the park, and concerns about concussions from the rides (which happened last year).Had I been properly notified of the auto-renewal policy in a more prominent and direct manner, I would have immediately canceled the renewal due to these medical concerns. I feel that Hershey Parks lack of transparency in their renewal communication is misleading and an unfair business practice.I respectfully request that Hershey Park cancel the auto-renewal and issue a refund, given the circumstances and the inadequate renewal notification process. I appreciate your assistance in helping to resolve this matter. I already called them and they said they could stop the 4 remaining payments of $133/month but would not refund the 6 payments of $133/month already made. Thank you very much for helping with this.*********

  Customer Answer

  Date: 03/18/2025

  Hi! Sorry for the delay - I have attached a view of the emails from Hershey Park over the past few months. You can see they send you multiple emails and it is overwhelming. I went back and looked for the emails on renewal and they sent on 9/4. But then they also send me emails to sell me 2025 season passes on 9/5. It is overwhelming and confusing at the same time, and I think it is purposefully being done so that people don't realize their renewals are upcoming. This is a huge price tag of over $1,300 and you would expect more warning. Thank you again for the help.

  Customer Answer

  Date: 03/25/2025

  I am so shocked that I was able to receive a resolution from Hershey Park within 48 hours of sending BBB the complaint. I did not think that would happen. Thank you all so much for your help. In a world where it seems like businesses and billionaire's control everything, it is so wonderful knowing that there are services like this to help those with no power, and in some cases, limited finances.

• Initial Complaint

  Date:02/28/2025

  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.

  Purchased tickets to an event: snow was forecasted- tried to switch tickets they wouldnt allow that due to impending SNOWSTORM; tried to find out what the shoveling plan/snow policies were & they couldnt provide; hazardous driving conditions; National weather alerts; shut downs everywhere; even the Hershey bears made adjustments to that night. I had tickets to the last show- DEAD CENTER OF THIS SNOWSTORM. Significant threat to *************** warning posted by national weather. Tried contacting the business before & did everything they requested (contacted Ticketmaster who WANTED to refund me but Hershey wouldnt allow them); the staff at Hershey theatre couldnt provide their plans for snow preparations and to ensure safety of patrons & elderly. I have pictures to verify the snow ******************** conversation. I have called and emailed the business due to the extenuating circumstances. We support this area but this is a shame!!

  Business Response

  Date: 02/28/2025

  My apologies, as agreed to upon purchase, tickets are non refundable nor exchangeable. The event in question took place as scheduled. I am sorry if this does not meet your expectations. No further compensation will be offered at this time. 

  Customer Answer

  Date: 02/28/2025

  [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: 23000087
  
  I am rejecting this response because: the business failed to provide plans to ensure the safety of the patrons during this snowstorm WHERE OTHER LOCAL PLACES WERE CLOSED DUE TO THE DIRE SITUATION!! I understand the show went on, THEYRE FROM OUT OF TOWN & stay close to the show. They were able to get there safely before it started! We are local to the area (roughly 45 minutes) and I also work in Hershey (my work actually closed this evening due to weather). This is such a shame they doesnt even have enough decency to offer tickets to another show or anything. 
  
  Regards,
  
  ****** ****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 03/02/2025

  Thank you for the response. My apologies as previously mentioned, tickets are non refundable nor transferable. I apologize we are unable to meet your expectation of a refund or exchange. 

• Initial Complaint

  Date:01/31/2025

  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.

  I purchased Hershey Bears tickets for the game on 01/19/2025 and we did not go due to treacherous weather conditions and numerous advisories from ******* and the ************************ advising against unnecessary travel. I want to exchange them for another game. If thats not possible, I want a refund. I have contacted the box office and group sales manager who both told me they are unable to provide me with any replacements or refunds.

  Business Response

  Date: 02/03/2025

  Hello, 

   

  My apologies, as agreed to upon purchase, tickets are non-refundable nor transferable. Due to the fact that the game in question was played on 1.19.2025, no further compensation will be offered. 

  Customer Answer

  Date: 02/05/2025

  [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: 22885369
  
  I am rejecting this response because:

  The ************************ and PennDOT advised against unnecessary travel. Hershey closed Chocolate World due to the inclement weather conditions and the Hershey Bears postponed their Throwback Jersey Auction. All I want is replacement tickets for another game. We were planning on attending with my sons youth hockey team. I did not want to bring my children out and potentially risk their safety as well as myself by traveling in the inclement weather. There were over 50 reported accidents that night. 
  
  
  Regards,
  
  ******* ********
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 02/06/2025

  Our apologies, as agreed to upon purchase tickets are non refundable nor exchanable. 

  Customer Answer

  Date: 02/06/2025

  [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: 22885369
  
  Dear ******* *******,
  
  
  I appreciate the opportunity to respond regarding my complaint against the Hershey Bears/Herco regarding my unused tickets for the game on January 19th, 2025. While I understand that their stated policy is that tickets are non-refundable and non-replaceable, I find their response to be unreasonable given the extenuating circumstances surrounding this situation.
  
  
  On the day of the event, hazardous weather conditions, including snow and icy roads, led to over 50 reported vehicle accidents in the region. Both ******* and the ************************ issued advisories discouraging unnecessary travel due to unsafe conditions. Despite this, the Hershey Bears/Herco has refused to offer any form of resolution, replacement, or crediteven though my decision to avoid travel was made out of safety concerns, not personal preference.
  
  
  It is unethical and unreasonable for the Hershey Bears/Herco to keep my payment when I was unable to attend due to documented, publicly advised safety risks. Their refusal to offer any flexibility demonstrates a disregard for customer safety and fairness. Many reputable businesses acknowledge extreme weather conditions as legitimate grounds for flexibility, yet the Hershey Bears/Herco continues to hide behind rigid policies instead of doing the right thing.
  
  
  I respectfully request that the BBB urge the Hershey Bears/Herco to reconsider its stance and offer a reasonable resolution, such as replacement tickets for a future game or a credit. I also ask that the BBB take note of their lack of flexibility in situations involving public safety concerns, which should be a key factor in evaluating their business practices.
  
  
  Thank you for your time and assistance. I appreciate your help in advocating for a fair resolution.
  
  
  Sincerely,
  ******* ********
  

• Initial Complaint

  Date:12/20/2024

  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.

  Hi. I purchased 3 season passes for ******. We visited the park from August 8th-11th. We haven't been back since. In the duration of this time we were in the park we had several issues concerning my aunts health and overwhelming crowds aswell as the ev that was rented everyday during each day within a few hours for some reason. We had issues getting our season passes originally when coming to the front counter with finding them to take the photo as well as just general rudeness from the front desk, and vendors threwout the park. Many of the children rides were not in operation the two days we were in the park walking around. We had an issue at chocolate world with my toddler complying and no refund was issued which is under stable but the tickets were not used. When I'm the hershey theater my child fell during the dance and we went to see medical and they didn't really do much and werent to enthusiastic in even checking either. During our stay the mac and cheese in the cafe made my toddler and aunt *** and they threw up in the cafe and we went home we were issued a refund for the mac and cheese but my son in 3 so this was more then upsetting. We've have many family issues in September and so on concerning my fathers death and we are navigating such. We haven't had a chance to revisit the park to give it another chance. I did give a call after to have these problems documented I suppose. I feel we haven't recieved ******$ worth of fun and I'm hoping you can extend some curtsey here I'm not looking for s full refund of course. I was just hoping hershey park would order something since this was so expensive and I haven't had a chance to come back and it's very disappointing, I'm not sure I'd return at the current price of passes given my first and only experience hearing about it as a kid I thought you the tea cup were in chcolate coco and it was magical, I really wanted to show my son the same experience.

  Business Response

  Date: 12/26/2024

  Hello, 

  I apologize, as agreed to upon purchase: 

  -Tickets, Season Passes, and Summer *** Cards are non-refundable.
  -All tickets, Season Passes, and Summer *** Cards expire with the expiration date indicated on the product.

  Based on the information provided all other concerns were addressed at the time they presented. My apologies, Chocolate World is a separate entity, and not owned by our company. It exists outside of the properties on the Hersheypark Entertainment Complex. You can reach them via their website. ****************************************
  
  

   

• Initial Complaint

  Date:10/21/2024

  Type:Order 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 reserved a cabana at Hershey Park for August 23rd. When we called to cancel the cabana in early June, well before the date required for cancellation, I was told there was no reservation. I called again in late June to make a reservation for July 4th which was accepted. I once again asked if any other reservations existed, and was told no. When we were at the park on July 4th I checked with the desk at the cabana check-in, who verified there were no reservations on file. August 23rd comes and goes and we are charged $480 for a cabana. We have been going back and forth with them for a month. We have been told that it is our fault, we have been told that we should just drop it and pay for it. And now we have been told that we shouldn't register a complaint because they will just mark it as resolved. They cannot provide any confirmation that we were notified that we had a reservation.

  Business Response

  Date: 10/21/2024

  Hello, 

  The guest in question agreed to and was given $480 in Gift Carrs that were applied to their Season Pass payments. This compensation was issued for any confusion that may have taken place during the cancelation process. At this time, no further compensation will be given. 

  Customer Answer

  Date: 10/22/2024

  [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: 22452755
  
  I am rejecting this response because: No proof that the reservation ever existed or that we were duly notified of our pending reservation was ever able to be provided. We were never offered a refund; we were only offered gift cards which is just Hershey Entertainment keeping our money and forcing us to reapply it to their business. If Hershey Entertainment can provide details of the registration and that we were notified via a copy of the email with headers that would have been sent to us as stated in their own rental agreement I would be satisfied. They have been rude and demeaning during this whole process and have not provided any evidence that the reservation was confirmed with us or that we were notified of the reservation as stated in their policy. Attached is a reservation confirmation that was executed properly for a separate date.    
  
  
  Regards,
  
  ***** ****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 10/22/2024

  A solution was offered accepted by **** ****, 
  

  Hersheypark issued $480 in gift cards for the Longs 2024 season passes. The gift cards were applied to the Season Passes. No further compensation will be offered at this time. 

  Customer Answer

  Date: 10/22/2024

  [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: 22452755
  
  I am rejecting this response because: They're just stonewalling, not offering any proof that they did follow their own policies. I'm asking them to prove that they sent us confirmation, since when I called, they could not find a reservation. It is becoming obvious that they are in direct violation of thier own business practices and just attempting to strong arm people. Im sure they will send the same response they continue to send instead of adressing the issue.   
  
  
  Regards,
  
  ***** ****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 10/22/2024

  Alll policies and procedures were followed during this transaction. As a courtesy, a $480 gift card was issued for the guests 2025 season passes. This was accepted and already applied to the guests passes. Hersheypark considers the matter resolved. 

  Customer Answer

  Date: 10/22/2024

  [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: 22452755
  
  I am rejecting this response because: I will let this expire, I have exported the conversation record. Obviously, this needs to be publicly addressed, since private mediation isn't working.  
  
  
  ***** ****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:10/05/2024

  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.

  * I scheduled a 2 day trip in August for my son and I to Hershey Park * We also bought 1 day fast track pass for each of us * Day 1 went well - there was light rain and short lines so we didnt activate the fast pass * A park employee told us it would not be a problem to use the fast track pass on day 2. She shared that that we would need to call the reservation line to transfer dates or get a refund * Day 2 - A thunderstorm came thru and Hershey chose to shut the park * Because of schedules we had to leave ************ to go home as planned the next day * Once I realized we could not make it back this season, I called Hershey **************** for a refund for the fast track tickets * Hershey refused to refund us the $235.98 * The **************** line said they had a policy of no refunds which didnt match what their park employee told us about inclement weather * **************** said they did have an exception process to issue refunds within 24 hrs * I wasnt told of this secondary policy * Instead of requesting the refund right away, I allow time to see if a return trip this year was possible for us * I feel like I acted in good faith * I arrived at the park on the planned day * Unplanned weather drove Hershey to close the park * I tried to seee if a return trip was possible to use the fast track tickets * Once i realized it wasnt, I requested a refund for a service that wasnt used * I still request that Hershey Park refund my $235.98 in light of this situation

  Business Response

  Date: 10/07/2024

  Thank you, 

  As discussed previously, Hersheypark does not offer refunds for Fast Track. My apologies if this does not meet your expectations. 

  Customer Answer

  Date: 10/08/2024

  [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: 22385980
  
  
  
  I am rejecting this response because:

  Unfortunately, the company’s response that they do not offer refunds is not the full truth. On Saturday Oct 5th I spoke to the manager on their customer service line. She revealed to me they do offer refunds due to weather based closures within 24 hrs of the date. This is an unpublished policy that is not actively shared. Of course, had I known of this I would have immediately requested a refund.

  Based on the above and the fact that Hershey closed the park on my planned visit, I again ask Hershey Park to refund my money for a service they did not provide.

  Thank you BBB for your advocacy of consumer protections.
  
  
  
  
  
  Regards,
  
  
  
  John Reeves
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 10/09/2024

  Hersheypark’s weather policy only pertains to admission tickets. As agreed to upon purchase, Fast Tracks are non refundable. No further compensation will be offered. 

  Customer Answer

  Date: 10/09/2024

   

  
  
  
   Complaint: 22385980
  
  
  
  I am rejecting this response because:
  

  BBB,
  Unfortunately HP is still refusing a refund. It is unfortunate that their position here doesn’t match with what their employees share on their customer service line or align to best business practices of only charging for service provided(in this case THEY closed the park so I could not use the service).
  I remain open to a refund when/if they have a shift toward a more customer centric approach.
  Until then, I would like my complaint to be public to help others navigate similar interactions if they choose to visit the park.
  
  
  
  Regards,
  
  
  
  John Reeves
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:10/01/2024

  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 am writing to express my deep dissatisfaction with the recent concert experience my family and I had at ****** Stadium. My 9-year-old daughter and 15-year-old son were especially excited, as this was their first concert experience. We had been looking forward to this event for some time, but the lack of seating and poor visibility severely impacted our ability to enjoy the show. When we purchased our tickets, we did so with the understanding that seats would be provided, as the tickets clearly displayed assigned seat numbers. However, upon arrival, we were shocked to find that not only were there no seats, but the visibility of the stage was also extremely poor due to the large crowds and the layout of the venue. This was incredibly frustrating, as it made it nearly impossible for us to see the performance. Given the cost of the tickets, we expected a much better experience. The fact that the tickets had assigned seat numbers led us to believe that seating was included, which made the situation even more misleading. I emailed ****** Entertainment regarding the poor experience. Their response was: All General Admission (GA) tickets are standing room only. The seat numbers are for internal use only so we can keep track of how many tickets were sold and do say GA before the number. Our official online ticketing is from Ticketmaster, and the map on their website marks where the General Admission area is and that there are no seats to choose in that area. I remain deeply dissatisfied with how this situation has been handled.Regardless of how the tickets were forwarded to us, the ticket itself was highly misleading, especially for someone not familiar with the intricacies of GA policies. Furthermore, the view from the general admission area was severely hindered by oversized equipment and several groups of people were openly smoking marijuana. Food litter was scattered on the ground, and many people were openly intoxicated.

  Business Response

  Date: 10/05/2024

  Thank you the submission. 

  Hersheypark Stadium is a Ticketmaster venue. Ticketmaster Refund Requests can be submitted here: https://help.ticketmaster.com/hc/en-us/articles/9672441081105-How-do-I-request-a-refund . Hersheypark Stadium as not authorized refunds. At this time no further compensation will be offered. 

  Customer Answer

  Date: 10/07/2024

  [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: 22364653
  
  
  
  I am rejecting this response because:
  

  This facility has no business hosting a concert. It is not conducive to a pleasant concert experience at all. The lack of concern from Herco, Inc. is shameful. Concert attendees were outwardly intoxicated and smoking weed. This is an establishment that portrays itself as family friendly? There was little security or event staff present. Furthermore, the lack of organization and direction in the parking lot posed a safety hazard to all attendees. My dissatisfaction has little to do with Ticketmaster and all to do with the disgrace that is Hershey Stadium. The pictures I presented are evidence enough that this venue is unsuitable as a concert venue. My hard earned money to attend a concert at Hershey Stadium was spent in vain; Herco, Inc.'s greed and lack of accountability is disturbing. Read the Google reviews and notice the common themes of dissatisfaction. This place should be shut down. 

  
  
  Regards,
  
  
  
  Claudia Carozza
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:08/09/2024

  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.

  Visited hershey park end of 2023 season, normal day tickets. Upon arrival the park was vastly understaffed, it trickled(no thunder no storms, only overcast, and maybe a few moments of rain) yet hershey kept almost every ride closed all day. On top of this would not accurately update their app which claims to show real time which rides are opened or closed, so walking half a mile to a mile for a ride to find out it's closed, and actually the ride at the front of the park shows opened. Hershey attempted to blame this on the weather but according to multiple personnel they did not have the staff, and upon calling the call center they made clear it was a recent issue. To make matters worse assuming it would be the weather in the past hershey has offered(no guarantee but leadership back then didn't seem to be quite so insanely money hungry, and wanted loyal people to come back) would offer bad weather tickets, This was not offered. After multiple phone calls hershey relented and offered passes for the 2024 season. This part is on me, but I shouldn't have to ignore what a *** states to make sure everything checks out, but we were told we could use them in the 2024 season. Upon checking the tickets this august(still month left of the season, but when it's insanely busy) find out they put june 30. This left us with less than barely a 30 day window to utilize these tickets that were offered because in 8 hours we were capable of getting on only 4 or 5 ride(total rides not how many individual rides) and basically walked through the few stores that were opened most of the day and eating at the one or two restuarants opened that day. It's insane to me that hershey which me and my family of 6 have been visiting since the late 90s would care more about recouping these ticket days then presenting them for the 2024 season as stated and more importantly as deserved because we paid for them.Hershey used to be a great option. Hoping for future change in leadership, do the right thing.

  Business Response

  Date: 08/09/2024

  Hello, 

  The initial compensation offer promised was sent to *** 8-31-2023: 

  "Hello, Thank you for calling Hersheypark. Your Come Back Guarantee, valid until 6-30-24, is logged in our system. On your next visit, please present your photo ID to our Ticketing building in order to redeem your five (5) admission tickets. Your Reference number is 2023GRLG-3179-5565. We hope to see you soon at Hersheypark!"

  ****************** did not respond to Hersheypark until 8-7-2024 

  "I am realizing I did not check the dates for our tickets. It's My fault and I'm only reaching out because I feel we were deserved this, but due to my lack of double checking the dates though wr could use it for the 2024 season. Is there any way these tickets could be renewed. We would visit with the month of August to utilize them as quickly as possible. We would truly appreciate this in that our last experience was truly deserving of another visit." 

  Due to the expiration of the initial offer passing, Hersheypark was unable to offer an extension.

   

  Customer Answer

  Date: 08/09/2024

  [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: 22117917
  
  I am rejecting this response because: you have conviently skipped the part of the original inquiry stating that we were told verbally(as they also did in the back and forth communication before the complaint) this information. As stated in the original complaint " I should ne be beholden to double checking the *** we spoke to". Hershey park *** stated we could use it during the 2024 season. Not only was this not the case but hersheys opening date was may 29th this year. Leaving us 30 days to utilize these tickets, when we were promised  2024. Frankly, this again defeats the entire concern and this again was not restitution for a bad experience. It was them fulfilling the transaction I paid for. As stated by multiple personal(included the call center ***) they were to understaffed to handle their own park. We are asking hershey to allow us to simply visit as we paid for, and allow us to choose our dates for the season(like we were allowed to on our original purchase) to receive the visit we paid for and did not receive. At this point hershey has chosen to hide behind a nasty policy and behind an email that was sent generically  by a robot as opposed to literally offering someone who paid for something...what they paid for. Truly disgusting that hershey has gotten to the point where they will literally let someone visit the park where the standard was so low they offered to correct it and admitted it was an issue but now a year later are denying use of this on the premise that the generic email removes their responsibility. I should've disputed the transaction with the card issuer and gotten a refund immediately with the statements from hersheys own *** stating they were to understaffed to run their own park. Hershey needs to make this right and stop pushing people away. 
  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 08/09/2024

  *********** opened for the 2024 season on March, 29th, 2024 and was open weekends prior to being open daily starting Memorial Day 2024. 
  

  The vouchers in question were not only valid during this time but also the remainder of the 2023 season which included Hersheyparks Halloween and Christmas. 
  

  The documented correspondence date of 6.30.2024 had expired a month prior to a request for an extension. Because of this, we apologize, but no future compensation will be offered. 

  Customer Answer

  Date: 08/12/2024

  [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: 22117917
  
  I am rejecting this response because: Pathetic. Truly pathetic. Again it was asked for past the date...because we went to use them within 2024 as we were told and found they had a date. I tried to point this out now in every communication and both in this back and forth and through the attempts directly to then whatever robot is responding doesn't seem to have the attention span to read every point. ****** says may 29 and that there were a few specific dates that were limited access for spring dates, with limited rides. So not really open. Same again for late 2023. The whole complaint was we didn't get what we paid for. Hershey continues to lie and mislead through this process, late 2023 again very limited hours and dayes(usually weekends *** usually late opening or earlier closings literally according to their site) the only full days are during the summer. 2024 may 29. So like I said a month. I would like someone to respond with something actually acknowledging that your *** mislead us and promised something we didn't get, your denying this based on the fact that you would rather lose a family who has been visiting for 20 years and let everyone online read your responses which blatantly lie and mislead. This is the company that hershey has become. Insane. Literally insane. This shouldn't be extended and that term is insulting, we aren't asking for an extension. We are asking for it to be honored as promised
  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 08/14/2024

  Thank you for the response, 

  I apologize, at this time no further compensation will be offered as the prior compensation has expired. I apolgize that this does not meet your expectations. 

• Initial Complaint

  Date:08/05/2024

  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.

  2023WEBC-4307-6646 Hershey park case number Hershey refused to refund our 4 tickets and offered to mail us new tickets then said they were only available at their front desk. We are unable to make it Hershey Park this year due to our schedule and would like them to refund us for the four tickets we purchase last year. We endured a traumatic event being stuck in Their ride last year and were only offered tickets however we cannot use these tickets this year and would like a full refund and pain and suffering for the traumatic event

  Business Response

  Date: 08/06/2024

  Hello, 

   

  An exception was made on 8.24.2023 extending the complimentary tickets through the 2024 season. Tickets are still available through 1.1.2025. 

   

  From the Hersheypark website: *********************************************** "Tickets, Season Passes, and Summer *** Cards are non-refundable." 

   

   

   

   

  Customer Answer

  Date: 08/06/2024

  [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: 22096337
  
  I am rejecting this response because: we will not be able to use the complimentary tickets due to scheduling and would like a refund 

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

  
  

  Business Response

  Date: 08/06/2024

  Hello, 

  We apologize we are unable to meet the guest's expectations, but no further compensation will be offered at this time. Tickets will be extended through 12.31.2025. 

  Customer Answer

  Date: 08/06/2024

  [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:08/04/2024

  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.

  Purchased (3) 2-Day Any-Day Ticket for 7/5/24 & 7/6/24. 7/5/24 entered park around 10:45 - 11 am, walked around in a few stores and took pictures with characters. ****************** got on 1 ride & we went to Reeses Cupfusion, waited online for 52 ********************** came over the speaker that ride was down for the moment. We waited another 20 min. and left. Sat for a bit and has something to drink and headed to The Chocolatier for a lunch. My daughters chicken tenders/***** came out & mine and my husbands came out about 7 minutes later. Only issue after ours came out was we were missing our fries & the Reeses cup was missing from my burger. 12 minutes later our fries came out, they were cold (we already ate our **************** sandwich) waitress came over & apologized and gave me a pack of ****** & took daughters meal off. My burger tasted funny, but I thought maybe it was due to the peanut butter. Left restaurant and proceeded to Hershey Triple Tower so my daughter could go on. I want to say within ***** after eating I started to feel sick, so sick that we had to leave the park (bad bathroom issues & vomiting). Went to guest services to ask for our tickets to be either refunded or used for a different date, was told no, I could contact customer service, which I did. Also sent 2 emails explaining how I got sick from the Chocolatier and had to leave the park. Got a call and the lady was very understanding and said she will see what she can do. Got another email advising we will be refunded the $42 for the 2 sandwiches and we are at a loss for the day for the tickets. I asked for a refund for just that 1 day because we dont live close and it would cost a lot of $ for me and my family to travel and get another hotel. I wasnt asking for a refund for the 2 days, just the 1 day that we missed at the park due to getting food poisoning and all I got was, we will refund you $42 for the food. I would like a refund for the 1 day we missed due to food poisoning.

  Business Response

  Date: 08/06/2024

  Hello, 

  A refund was offered for the food that ******************* found unsatisfactory during her stay. As stated at hersheypark.com/tickets "Tickets, Season Passes, and Summer *** Cards are non-refundable." ******************* also mentioned riding 5 attractions during her stay. This attraction total is within the normal rides-per-guest average of most Hersheypark guests. Our apologies, Hersheypark does not offer refunds. 

  Customer Answer

  Date: 08/06/2024

  [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: 22089824
  
  I am rejecting this response because:  I did NOT mention no where that we rode on 5 rides and I got food poisoning and had to leave the park because I was vomiting and had diarrhea.  When I spoke to the customer service representative on the phone I explained what happened and how we had to leave the park because I got sick from eating at The Chocolatier restaurant.  It's not that I was dissatisfied with the food, it was that I got extremely sick from the burger.  I believe the meat was bad, because my husband and daughter did not get sick.  I am requesting a refund for the 1 day that we had to leave the park or 3 complementary tickets re return at a later time.  If I didn't get sick from the burger I ate, me and my family would have never had to leave the park.  I can't believe Hershey Park is treating it's customers like this who spend hundreds of dollars.  If this can't be resolved, I will seek counsel and file a small claims court matter.  
  
  
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 08/06/2024

  Hello, 

   

  Due to the documented threat of legal action, Hersheypark can no longer correspond through this channel. No further compensation will be offered at this time. 

  Customer Answer

  Date: 08/06/2024

  [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: 22089824
  
  I am rejecting this response because: I am not perusing legal action. Im simply requesting a refund or 3 tickets being I got food poising in the park from the restaurant. 

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

  
  

  Business Response

  Date: 08/06/2024

  Hello, 

   

  An email was sent offering complimentary tickets good for one visit through the 2025 season