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:07/13/2025

  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.

  To Whom It May Concern,I am filing a complaint regarding SeaWorlds attempt to charge me for an unauthorized auto-renewal of my annually paid pass purchased in 2024.On July 2nd, I received an email from SeaWorld stating that my pass would renew soon. The message provided a phone number to call if I wished to make changes or cancel, but that number did not work. I attempted to call other contact numbers listed on SeaWorlds website and even submitted a callback request, but no one returned my calls.Since I was unable to reach anyone by phone, I sent an email on July 13th to SeaWorld ************** clearly disputing the charge and stating that the card on file had been previously stolen and canceled, and that I had not authorized or used any renewed services.Despite this, an outstanding balance now appears on my account, which I believe is both unreasonable and unenforceable. This BBB report is submitted in good faith to formally document the issue and clear things up on both sides.I request that:The renewal be canceled.The balance be ********** account be closed with no further attempts to charge me.Thank you for your time and assistance.

  Business Response

  Date: 07/17/2025

  Greeting's from SeaWorld San Antonio,

  We have looked up your account and do see the auto renew was removed. There will be no more attempts to charge you, Please let us know if there is anything else we can assist with.

  Best Regards, SeaWorld San Antonio 

• Initial Complaint

  Date:07/01/2025

  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.

  I am writing to express my extreme dissatisfaction and profound disappointment with our recent visit to SeaWorld Aquatica on Saturday, June 28, 25. My family and I purchased 5 tickets for the day, utilizing the Waves of Honor discount (50 % off), yet even with this reduction, the experience was unequivocally not worth the cost, and frankly, it was unsafe. I demand a full refund for all 5 tickets. The park was operating at an unacceptable capacity, leading to severely overcrowded conditions that compromised the safety and enjoyment of all guests. It was evident that far too many people were permitted entry, creating an environment that felt chaotic and dangerous. As I stood by the exit of Aquatica I noticed the hundreds of people faces with dissatisfaction due to the overcrowding. Furthermore, the basic amenities were shockingly inadequate. There was nowhere to sit; every available chair, bench, or patch of shade was occupied, forcing us to stand or sit on the ground for the duration of our visit. This is completely unacceptable for a park of your supposed caliber. To compound these issues, a significant portion of the park, specifically large wave pool, was shut down due to a reported chemical imbalance in the water. This not only deprived us of a promised attraction but also raised serious concerns about the overall maintenance and safety standards of your facilities. Finally, the staff inability to manage the crowds or address basic guest needs only exacerbated our frustration. Given the multitude of severe issues from dangerous overcrowding and lack of seating to a closed pool due to chemical problems and inadequate staff support our visit was a complete disaster. I expect a prompt response and a full refund for all five tickets. Please contact me at your earliest convenience to arrange this. Sincerely, ****** ****** ************ ******************* Order Number: *************** Order Date: 06/22/2025 Order Number: *************** Order Date: 06/16/2025

  Business Response

  Date: 07/06/2025

  Greeting's from SeaWorld San Antonio,

  We apologize for the experience you had when visiting the parks, although it was very busy we did not allow more than what is allowed for capacity. Unfortunately we are unable to refund the purchase as all tickets/products are non-refundable. We would like to offer you tickets for a return visit in hopes the next one would be a more memorable one. If you would like to get these tickets set up for you please email the park directly at ************************************************ with your BBB ID to get those tickets set up for you. Again we do apologize for the experience you had and do hope the next visit can be a better one. 

  Best Regards, SeaWorld San Antonio 

• Initial Complaint

  Date:06/30/2025

  Type:Billing 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.

  This past season, I agreed to pay for eight annual passes through an installment plan. After completing all agreed payments, I discovered that your company continued to charge my credit card. These unauthorized withdrawals occurred on April 9, May 9, and June 9, 2025despite the fact that my contract ended in March 2025. To make matters worse, the amounts withdrawn exceeded the agreed installment payment amounts.When I contacted your customer service line, I was told that only a one-month credit would be issued for the withdrawal on June 9, 2025. No resolution was provided for the April and May charges, which were clearly made outside the scope of the contract.This experience has been extremely disappointing. I respectfully request a full refund for the unauthorized charges made on April 9 and May 9, 2025, and urge your team to take immediate corrective action. I hope SeaWorld will uphold its commitment to its customers by resolving this matter promptly and fairly.

  Business Response

  Date: 07/06/2025

  Greeting's from SeaWorld San Antonio,

  Passes purchases on the ez-plan do auto renew on a month to month basis, it is stated on the contracted when signed at purchase. We do apologize for any inconvenience this may have caused, however we are unable to refund the 2 other payments you are requesting, the call center did provide a refund of one month that was processed. 

  Best Regards, SeaWorld San Antonio

  Customer Answer

  Date: 07/11/2025

  Complaint: 23537888
  
  I am rejecting this response because: I would like them to include the agreement that states the payments would automatically renew at the end of the agreed term.
  
  Regards,
  
  **** ********

  Business Response

  Date: 07/28/2025

  Greeting's from SeaWorld San Antonio,

  Attached is a screenshot of the terms and conditions that states the passes will auto renew on a month to month basis until canceled. To view the full terms and conditions please visit the SeaWorld San Antonio website under purchase passes there is a link that will direct you to the full agreement. Again we do apologize for any inconvenience the auto renew may have caused however we would be unable to provide any further refunds.

  Best Regards, SeaWorld San Antonio. 

   

• Initial Complaint

  Date:06/26/2025

  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 am a platinum member and did not receive my discount for my reservation for loungers and screen shot shows 2 credit card numbers at top, wrong card was charged.

  Business Response

  Date: 07/06/2025

  Greeting's from SeaWorld San Antonio,

  We have looked up your order for the Loungers and you did receive a 30% discount on the purchase which is the discount provided for that purchase. Loungers are considered a merchandise purchase and the platinum receives 30% off merchandise purchases which is what was given on your reservation. We do apologize for any misunderstanding.

  Best Regards, SeaWorld San Antonio

• Initial Complaint

  Date:06/03/2025

  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 12 month passes on ezpay with an understanding when the 12 months had passed the passes will continue to be active and I would continue to pay approximately the same price per month that I have been paying. On May 27th I was charged for the passes to be renewed as I expected. When I logged into my account today to check my pass holder benefits I discovered that my passes are listed and canceled and expired. Therefore Ive been charged a renewal fee for passes and they are not being provided by the park.

  Business Response

  Date: 06/12/2025

  Greeting's from SeaWorld San Antonio,

  We apologize for the inconvenience, we have looked up your account and see the call center was able to assist you. Your passes also show as active in the system. 

  Best Regards, SeaWorld San Antonio 

• Initial Complaint

  Date:05/27/2025

  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.

  We have purchased quick passes. When we arrived at the park they chose not to honor it at any of the rides. The guest service manager, ******, told us the opposite of what we experienced in person and sent us back in promising they will be valid. They are not. After requesting a refund for the tickets they refuse to honor, we were denied. The park has 3 rides open and after mentioning it they promised us that was false. We then walked through the entire park taking pictures of all the closed rides we were told by ****** were open. After going back to him to further request a refund with the countless number of people also requesting a refund he reassured us that our pictures and lived experience was wrong. To go back and fourth with a manager lying to you about park operation and what you saw with your own eyes is ridiculous. Its incredibly unprofessional and should not be legal to be sold a ticket for a service that is not offered and further be told it is when it very clearly is not. I would like an actual manager to get back to me and 1)give me a refund and 2) tell me why park operations are directly lying to me and the other guests. I will be expecting a quick response and will be staying in touch.

  Business Response

  Date: 06/01/2025

  Greeting's from SeaWorld San Antonio,

  We apologize for the experience you had while visiting the park, the rides were scheduled to be open on the day of your visit however can go down from time to time for various reasons. We did look up your order and do see on the day of your visit a refund was submitted for your 2 quick queue purchases which went back to the card from the original purchase. We will also forward your concerns to the area manger for the interaction you had with the leadership that day. again we apologize for the experience you had when visiting.

  Best Regards, SeaWorld San Antonio

  Customer Answer

  Date: 06/02/2025

  Complaint: 23382065
  
  I am rejecting this response because:

  What you have told me about the rides being down for unexpected reason is a lie. None of them were scheduled to be open the day of operation as nearly all your employees have noted. Additionally it was very clear from the front of the ride Que, (the only thing you got right) it wasnt planned to be open at all so dont hope for it. You should know exactly what Im talking about.  If you think a ride that currently has workers soldering ride vehicles and working on the track is down time to time, thats embarrassing and I dont know how to fix your operations. Youre broken from top to bottom. ********* and ******* have never been this much of a mess. Even ************ and ***** would be ashamed. I got those front of the line passed back because they were refused to be scanned by the only 4 attractions that were open. And after we sat there for hours requesting it. You did nothing to fix the situation. But you continue to scam all of San Antonio. You should have been shut down forever ago. Ill accept that full refund anytime, thank you.
  
  Regards,
  
  ***** *****

   

  Business Response

  Date: 06/02/2025

  Greeting's from SeaWorld San Antonio,

  As stated previously, a refund was submitted on the day of your visit from guest services at the park. Refunds do take 7-10 business days to reflect tot he account. 

  Best Regards, SeaWorld San Antonio

• Initial Complaint

  Date:05/15/2025

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 seaworld platinum passes have been hacked.Ive spent hours/days calling different departments. I have spoken to the fraud, guest service, and customer service department. I have spoken with supervisor at the customer service number. I have requested escalation of the issue and still nothing has been *********** April I went to use my free guest passes for my sister who was coming into town, when accessing the site I showed no free passes, this didnt cause me to be concerned, I just assumed that since we hardly go maybe they forgot to added them, I called the customer service number and was treated like a thief they accused me of using the passes and wanting more I explained over and over I hadnt even been to ANY sea world in 2025 and that if someone used them it wasnt me..Finally they offered to send the passes so my sister could join us that weekend. Which because they still thought I was just out for free stuff thought that would solve the issue.. I explain no this is now a much bigger issue.. fast forward to the park day someone actually hacked into seaworld system and changed my daughters pass photo to a none seaworld pass photo of a woman that looks nothing like my 13 yr old daughter they also accessed all my pass member free passes which the fraud department provided the info on that to me to press charges for fraud.But now over a month later Im still dealing with all I want is to have passed that no one can access with my same pass member benefits and discounts.. but apparently thats not an option and the fraudster is victorious in s******* me over because sea world cant fix it I havent been contacted by any escalation team member not for lack of requesting it..Today I was hung up on while on hold for someone to help solve the issue at guest service San Antonio location.

  Business Response

  Date: 05/17/2025

  Greeting's from SeaWorld San Antonio,

  We can request for new barcode numbers for the 2 passes, however at the moment the account has a past due balance and would not be able to request a change until the passes are active. Please contact ************************************************ with your BBB ID and the team would be able to request new barcodes once account is up to date. 

  Best Regards, SeaWorld San Antonio

  Customer Answer

  Date: 05/17/2025

  Complaint: 23335492
  
  I am rejecting this response because:

  I dont want to add my credit card to an account that someone else has access too.,. They got into my credit card which I had to have canceled and also changed the pass photo which still no one has been able to tell me how that was even possible 

  I have called, emailed, called,  called, escalated and still zero help.

  I have wasted hours dealing with this and still you want me to email an email account.. this is insane 
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:05/11/2025

  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.

  I got charged two months extra for my three membership passes. I completed my anual obligation wanted to updated the name on the two passes representative supervisor **** only cancel my two passes and got me only one month refund after i was told that i can update the name by sea world ambassadors.

  Business Response

  Date: 05/12/2025

  Greeting's from SeaWorld San Antonio,

  We apologize for the experience you had when speaking with the call center representative, passes do auto renew after the first **************************** the contract at purchase. Unfortunately pass are non-transferable, we do see in the notes it was stated that you can request at the park however it would not be guaranteed. Even though the passes auto renew that does not make it a new pass, it is assigned to the person who originally used it, the representative did end the payments on the 2 passes that would not be used anymore and did submit a refund for 1 month of the payments. Again we do apologize for any inconvenience and if you would like to speak to the park directly please contact ************************************************************************ 

  Best Regards, SeaWorld San Antonio

  Customer Answer

  Date: 05/13/2025

  Complaint: 23316217
  
  I am rejecting this response because: not what i was told by email. Please seaking another response.
  
  Regards,
  
  ******* *****

  Business Response

  Date: 05/17/2025

  Greeting's from SeaWorld San Antonio,
  We are unable to see what was said through email communication, if there is an exception being made that would be at the parks discretion. Per the parks policy passes are non transferable and non refundable, we do apologize for any inconvenience. 
  Best Regards, SeaWorld San Antonio

• Initial Complaint

  Date:05/02/2025

  Type:Sales and Advertising 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 was charged for an annual pass that I had attempted to cancel several times. When attempting to log in to cancel, the website did not allow me to sign in and showed an error code. I then attempted to contact support through email and was advised that they would only be able to cancel the contract and not provide a refund. As I had attempted to cancel through the website, this charge should be refunded.

  Business Response

  Date: 05/04/2025

  Greeting's from SeaWorld San Antonio,

  We apologize for any inconvenience the auto renew may have caused you. if you can please reach out to ******************************** with your concerns and BBB ID it will get reviewed by the proper leadership for resolution options that are available. 

  Best Regards, SeaWorld San Antonio

  Customer Answer

  Date: 05/04/2025

  Complaint: 23280762
  
  I am rejecting this response because:

  I have emailed the leadership team as requested. I would like a formal answer as to if the refund request was granted based on my circumstances.
  
  Regards,
  
  ******** *********

  Business Response

  Date: 05/07/2025

  Greeting's from SeaWorld San Antonio,

  The previous response was done on Sunday, the parks leadership team must review the request before any response is given. typically it does take around 3-5 business days to receive a response. 

  Best Regards, Sea World San Antonio. 

  Customer Answer

  Date: 05/08/2025

  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.
  
  

• Initial Complaint

  Date:04/27/2025

  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.

  For the past 4 years my husband and I have been pass holders as sea world San Antonio. My husband is able to view his Silver membership benefits online and apply the pass discount to online purchases. My Platinum pass account it says "there are no member benefits for this account." I am unable to access the listed benefits or apply them when making purchases. This is the entire reason I am a pass holder. I emailed about the issue and heard nothing back. I called customer service for 3 days, each time waiting over 30 minutes on hold, never speaking to an agent. Today, I was given the option to receive a call back and not wait. My call was returned 7 hours later only to say I should go speak to someone in person at Sea World San Antonio because this was a glitch in their system and they don't know what to do. They were also unsure if anyone at Sea World could fix the issue. The agent advised me I can make all my purchases over the phone to get the discount. However, it took nearly a week to speak with someone at the call center and most purchases have to be made in advanced. I asked to speak with a supervisor multiple times and the agent refused stating there was nothing they could do. I stated I was 45 minutes from Sea World and I could not drive there just to find out if someone even could help me, she finally agreed to transfer me to a supervisor. After waiting on hold to transfer, the agent hung up. I am beyond frustrated. My family and I spend an unbelievable amount of money at Sea World every year and I am paying for this membership while being denied access to the benefits. I've never been in a situation where it was so hard to get a amusement park to take my money. This is beyond unacceptable. I will continue to look for ways to speak with someone. In the meantime, I will post as many places as possible to share my incredibly negative experience with Sea World, their policy on limiting benefits you pay for, and lastly their complete lack of customer service.

  Business Response

  Date: 04/28/2025

  Greeting's from SeaWorld San Antonio,

  We apologize for the error you are receiving, it sounds like the account would need a reset and then reregister for an account. The other way to get the pass member benefits is by going to the website, going to pass members and instead of logging in under that section there is an option to log in with barcode and zip code you should be able to see the discounts through there. If you would like for your account to get reset please contact ************************************************ to get assistance with that. Again, we do apologize for the inconvenience and do hope to get this resolved for you.

  Best Regards, SeaWorld San Antonio

  Customer Answer

  Date: 04/28/2025

  Complaint: 23257094
  
  I am rejecting this response because:
  

  After reading the response I attempted to log in with my barcode and zip code, however, I am encountering the same issue I have when logging in with my username and password. The site still states "There aren't any available benefits for this pass..." The other pass we have purchased (My husband's Silver Pass) does show the benefits associated with it. I spoke with an employee from the park and they stated my pass benefits are not available online because I have been paying for the membership for years and I still get the benefits I had when I first signed up.

  I am sending another email to the Sea World customer service address as instructed in their response. This will be the third email I have sent to this address for this exact issue. I haven't received a solution or response to the last two I sent, I will hopefully hear something back this time. I also was never called back by the agent or manager that hung up on me yesterday. She took my phone number, name and email during the call so I know it was possible for them to contact me after disconnecting the line. It obviously was deliberately disconnected. For a company this large, I am extremely disappointed in their customer service. 

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

  Business Response

  Date: 04/28/2025

  Hello again from SeaWorld San Antonio,

  As stated previously, please reach out to the email to get an account reset and the team can further look into the situation for you.

  Thank you, SeaWorld San Antonio 

  Customer Answer

  Date: 04/28/2025

  Complaint: 23257094
  
  I am rejecting this response because:
  

  As I stated in my response, I did email ************************************************************************ once again about this issue and am now waiting to hear back from someone. I have not accepted this response from Sea World San Antonio given I have emailed the same address about this issue twice before and have not been provided any information. To suggest sending the same complaint to the same email that has not responded to me is not a solution.

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