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:07/09/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 and my family were unlawfully detained at Kings Dominion. The security manager, *********, expressed regret and said it shouldnt have happened. As a season pass holder, we were excited to spend a day with friends using our bring a friend perk. We saw the Repterra line was empty and quickly boarded. However, a young woman who had just gotten off the ride blocked our gate as it attempted to open. She was taking her time brushing her hair and collecting her belongings. Finally, she moved, and we thought we could ******** we attempted to board, the gate started to close. We backed up and asked if our friends could get off so we could board the next ride. They were allowed to get off, we waited to board. The attendant said he was waiting for maintenance due to an issue with the ride.A security guard, *****, approached us and said we had pushed the gate, triggering the system and causing it to malfunction. He insisted we follow him and wait for his manager to give us instructions. We asked why we had to follow him, and he threatened us of consequences if we didnt. This was humiliating and degrading as we were not allowed to leave until he allowed us. He detained us until his manager arrived, who told us we could ***** husband asked to speak to his manager directly. ********* repeated that the gate had been triggered multiple times before we arrived. She listened to our concerns about being wrongfully detained and humiliated, which caused a scene. Time was stolen from our fun, especially since there was a storm advisory that shut down the rides for the night. We refused fast lane passes because there were no lines to use them.

• Initial Complaint

  Date:04/19/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 visited KD on 4/18/2025 I purchased the dining package and drink package, which was a total waste due to 50% of all the drink stands werent opened as well as the dining the line to eat was longer than the lines to ride.. not sure if theyre under staffed or what but this was a first and last for me, I bought my godson for a day of fun while on SPRING BREAK !! I pray this Amusement Park get its act together. Im a 70s child and I remember my experience and excitement when this establishment first opened.. I was 4yrs old when my mother bought me.. It was the summer of 1975 I remember being in a stroller and my mother complained about it being hot because at that time it wasnt many trees for shade. But it was a OVER THE TOP VISIT!! Bring those Days Back!! The Most amazing part is my 28yr old son ( ******* ***** )is now Working with his company inside the Park starting today doing some repairs!! and hes had his share of visits to I made sure of thatI hope everything gets up and running soon

• Initial Complaint

  Date:01/08/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 is a complaint about lack of noncarbonated, noncaffeinated beverages being available for sale at the recent Winterfest. It should be noted that our family of 4 attempted to call the park's phone number during out visit of Dec 26, 27 and 28, but no one answered the phone. We submitted a ticket immediately upon arrival on Dec 26, which as of the date of this email has not been responded to or acknowledged. We also called the park directly just before New Years and was told that our complaint was routed to food and beverage but no one was available to discuss this matter. What terrible customer service.This company continues to say that they can't find labor and staff their parks accordingly. But in reality, they are carefully choosing where they choose to place their labor. In our example, they have ************* that dispense noncaffeinated, noncarbonated drinks; yet, they made the economic decision to shift staffing away from these machines in favor of staffing upcharge venue. We counted at least 8 different bars that were service expensive alcoholic mixed drinks, wine and beer. Curiously our prepaid season drink passes were not available there. Additionally, many seasonal food venues were adequately staffed. Curiously, our prepaid season dining plans were not valid at any of these locations. Additionally, many upcharge attractions such as *********** and cookie decorating were adequately staffed. This is a great opportunity to remind Kings Dominion it's apparent attempt to force customers that have already prepaid for services like drinks and food to pay again for more upcharge attractions. We frown upon this behavior. We are also disappointed that our original correspondence of 12-26-24 has been ignored by Kings Dominion.

• Initial Complaint

  Date:10/29/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  First one is of chunks I had to clean off all over the whole side of SUV, even on glass.I first washed in car wash but nothing came off.I purchased cleaner and had cleaned most off when I just got really upset and wife said you need to complain and take pictures at all the time and scrubbing it was ******** all pictures except the first one shows how chunks of the spots were.After 40 minutes of scrubbing spots You can see all the smears marks all over side , we are talking about over 2 dozen spots . Second car wash and still had to use a scratch lotion to finish off, then 3rd car wash. It took 3 rags to scrap and clean, as you see the multiple swear marks all of side..Your parking lot has been a disaster for years, as we have been season pass holders forever.Have many more picture but need more tha 5 mg to send

• Initial Complaint

  Date:09/13/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 bought 5 tickets two days pass that supposed to expired on 9/15/24. I used one Pass on June 2024. Now comes September they decided to close the park for the week of September 15. I called and talked to a representative and she let me know that I could not get a refund or upgrade. This is another form to scam people. I am so disappointed because I was planning on using the second day pass for my daughter birthday on Septembre 14. Scam Scam Scam. Give me my refund.

• Initial Complaint

  Date:08/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 42 tickets through my small black-owned non-profit to send my students to celebrate the end of their summer program. The park closed due to a hurricane, and I had my operations manager email to confirm a date for rescheduling or refund. We were advised that we won't be able to reschedule or request a refund. Needless to say, this presents a hardship for us. I don't understand not offering anything at all. We have truly lost our way in this country if this is how business relations are being conducted. I am extremely disappointed, specifically because this was completely out of our control. Not only were my students disappointed I have wasted precious dollars in this economy!

• Initial Complaint

  Date:07/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 paid for my Wife *********************** Daughter ************************* to have gold season passes via the payment plan on December 22, 2023. I also paid in full for the gold meal plan to be added to Moniques pass. My wife went to the park and to our surprise the meal plan was not on her season pass. I reached out to the park and even sent screenshots of my bank statement and have gotten the runaround and ultimately told its nothing they can do to fix the problem and I have to pay AGAIN for a meal plan.

• Initial Complaint

  Date:12/31/2023

  Type:Product 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.

  Hi,I was planning on visiting Kings Dominion with friends. I knew I didn't want to make any mistakes, so I got someone on the phone to talk me through the process. We bought the ticket and hung up. I realized later it was for the wrong date. I called back and we bought tickets for the next day, and the woman on the phone told me she would refund me the money for the other date. I have NOT received a refund or ANY information on the supposed refund. I have tried calling and have been dismissed. I am so tired of dealing with Kings Dominion and will not be returning. Thanks,*****

  Business Response

  Date: 01/02/2024

  We have initiated a refund for the previous ordered to return to the original card the purchase was made with. 

  Regards

  Customer Answer

  Date: 01/02/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ***************************
  
  
  
  

  Customer Answer

  Date: 03/01/2024

  Hi, I submitted a BBB Complaint ID: ******** and the company confirmed I would be receiving a refund. I have, however, not received it or heard anything from the business. Thanks.

  Desired Outcome:

  Refund

• Initial Complaint

  Date:11/17/2023

  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.

  On Sunday October 22, 2023 we went to get food and we arrived at the burrito place at 4:40 and the doors were already locked. We were told by security they needed to close the doors because of the line and transition time. We arrived way before 5:00 so that we could eat. We asked the gentleman if this rule was posted anywhere in the park or signage telling us that restaurants would be closing early, he said no. I also know this info was not communicated to us upon arrival nor by email. We went to another restaurant and they didnt have enough food. I paid over $200 that day for a season pass and a meal plan and could not even use it. We went to guest services and spoke to Lore. She said she contacted a manager and all we could do was email. We then spoke to the front end park manager ***** and all he said was that they accept full responsibility and they are trying to work out the the kinks and that they should do better and offered a fast pass, which to us was unacceptable. He said, I agree we should have signs and make the guest aware and that he would bring it up in their supervisor meeting to the food and beverage manager. I emailed the company and ****** called and said she would call back. Didnt hear back so I called her, no phone call back in return. I heard form ***** who wanted to give me one meal on them and apologized. I then said I appreciated her response and time but we were looking to be compensated for our 2 meal plans as well as 3 meal plans for the family we were with. I never heard back from ***** about it. I then heard back from ****** in an email just apologizing for the inconvenience and said they had to close early to feed guest already in line and be compliant with set timelines. She said there are many kinks they have to work out because of their new system. After spending all of the money we do at the park, I do not feel like the kinks in their system should fall back on their patrons spending money at their park.

  Customer Answer

  Date: 12/12/2023

  Hello! I did hear from the company and it was resolved. Thank you

• Initial Complaint

  Date:10/30/2023

  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.

  Date 10/29/2023 Time of incident 11:45/11:50pm Location: *************** One of your security guards racially profiled my husband and I at the park. There was a physical altercation on the *************** ride around 11:45/11:50 pm between an African American family and a Hispanic family upon entering the ride. The members of the Hispanic family proceeded to ride the ride and sat near my husband and I. The African American family stayed off and waited with security. Once the ride ended the security guard asked the members of the Hispanic family to stay behind. He then told my husband and I to stay behind as well. I let him know we were not apart of the altercation. He approached me and got entirely way to close to my face and tried to physically keep us from exiting the ride even after we told him multiple times we were not involved in any way nor know the parties involved. It took the African American woman that we dont know to confirm that we werent involved. He was still hesitant to let us leave even then. We never got an apology for the confusion either. The security guard is a Caucasian heavy set male. The security supervisor also tried to reprimand me for voicing that we were being racially profiled. He was also a Caucasian male. Older, regular build. I will be looking forward to hearing back from management about how to move forward before I get the authorities involved and take legal action.

  Business Response

  Date: 10/30/2023

  Guest has submitted the same message into the in park CRM portal. Loss Prevention and ******************* are reviewing and will be in contact via our own portal/telecommunications. 

  Regards, 

  Customer Answer

  Date: 10/30/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *************************