ComplaintsforKings Dominion

• Initial Complaint

  07/05/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased tickets for my son's 13th birthday. I selected the pay in 4 option. What they did was charge my card the full price, then the next day started the installment payments which I'm still paying for since there is no way to stop it. The 1st person I spoke with saw the overcharge and said it would be 4-6 weeks before I could obtain a refund. At the end of the 6 weeks I sent them an email, heard nothing back. Then I sent another 2 emails before they asked me to send them the same screenshot, now their telling me they don't owe me. I want my money!! They owe me $****

  Business response

  07/08/2021

  Guest is utilizing the Pay in 4 option via ******. Guest provided information of purchase and it was sent to our finance team to investigate. Case is open in our system under number: ****** 

• Initial Complaint

  06/25/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Formal complaint in regards to ride operator ******* *****. On June 25th 2021 my children and myself were riding the rocket express and was advised by ******* that we needed to tighten up our own belts. I advise ******* that the other rides that we had rode prior to riding this ride we did not have to fasten our belts ourselves and that was a part of her job. I advised her that she needed to contact her supervisor and have them meet me there once I finish the ride. When the ride was finished ******* advised that a supervisor was on their way I advised her that I would wait at the exit of the ride. ******* then discussed with the other operator on the rocket express in a nasty manner “she said that she would wait for the supervisor at the bottom“. I’ve been advised ******* that that was extremely unprofessional and that she needs to make sure that our supervisor becomes available. As A supervisor was walking up ******* and then called the operator of another ride and discuss the issue w

  Business response

  07/08/2021

  Hello Ms. *******!
  
  We are writing you regarding your last stated visit. On the behalf of Rides Management, we would like to apologize for your experience with us. It is disappointing to know we have not met your expectations over the course of your last visit.  Therefore, we thank you for your feedback.
  
  We strive to ensure all our guests' experiences to be safe, positive, and upbeat. Also, with the hopes of each guest is appropriately treated, we want all their needs to be addressed with all aspects of guest service accounted for. We apologize if this was not the case.  Upon receipt of your feedback, we prepared to ensure not only the operator involved was retrained but shared your response with our entire Leadership and Management teams.  Heavy emphasis was placed on safety, professionalism, guest service, and preparedness.
  
  We appreciate your visit to our park and will continue to use feedback such as yours to encourage our entire team to serve our guests better!
  
  Have a great rest of the week and we hope to see you again in the future!
  
  Regards,
  
  The Kings Dominion Rides Management Team

  Customer response

  07/09/2021

  [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: [email protected].
  
  Regards,
  
  ***** *******
  
  
  
  

• Initial Complaint

  05/31/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased season passes for 2020 at ***** ******** on a payment plan for me and my family. Due to the pandemic everything was closed down and we were unable to attend due to health concerns. I reached out to kings dominion via phone and email and were told they don’t give refunds but we would be able to use our passes in 2021. They also told me that they had suspended billing and would start billing me again when the park opens up. I called today to see why I was not able to update my payment information for my payment plan and was told they cancelled my passes and future billing but provided me with no refund. The only emails I ever received was the one stating that my passes would be good in 2021. I never received anything stating they were canceling my passes. I want a refund for the money that was spent on passes that were never used, and I was never refunded for. You can’t say no refund then cancel the product with no refund.

  Business response

  06/16/2021

  Guest requested a chargeback on their account placing account into default state. Guest owes money for chargeback and remaining orders if they would like to continue using the passes or will need to contact the Guest Services Manager to discuss the next steps. 

• Initial Complaint

  05/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Due to a possible COVID-19 symptoms, we are not able to attend King’s Dominion on 5/28/2021. King’s Dominion decides to reopen without adjusting their refund or exchange policy due to unpredictable circumstances that social distance precaution can not be taken due to we are still in a pandemic. Can something be done about this situation and get a refund or a reschedule date?

  Business response

  06/08/2021

  Guest had an open case in our system under case ticket number: ***********. Guest was contacted on June 7th informing them that their refund request has been approved and submitted to our finance team for the money to be returned. Please allow 3-5 business days for all money to be returned. An email from **************************** has been sent to their email with a receipt of the refund. Case was closed on June 7th. No additional action to be taken. 

• Initial Complaint

  05/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My children have worked hard and saved up their money in order to go to Kings Dominion with my sister and her family with their Season Pass Bring a Friend. My sister said Kings Dominion were requiring tickets be purchased well in advance (a month ahead of the visit) due to COVID restrictions. So on May 2 she purchased all their tickets for May 29. But the closer we get to the date, the worse the weather looks. She said she tried to cancel it or switch the dates but could not. I have tried calling but the call never goes through. I have sent two messages on their contact page, but have not heard anything from them. This is unacceptable. My children rarely get to visit Kings Dominion. Their policy is unfair and outdated with the COVID limits and regulations. If they are going to make people register so early, then they need to allow them to switch the dates if there is bad weather, especially since we have been trying for days ahead of entry. They should be more responsive.

  Business response

  06/08/2021

  Guest was contacted by Guest Services Manager and a voicemail was left. Guest has online tickets ************ * ***********) that they have been corresponding with us on. Guest was left information to either email us to resolve this via the online cases they have opened or to give the Guest Services Manager a call back. 

  Customer response

  06/16/2021

  
  

  To Whom It May Concern,

  I was not sure how to update the status of my complaint.

  Kings Dominion did reach out to me to try to resolve the situation, though for us it was too late. Apparently their server was down and they were unable to respond the week I was trying to reach them. My children just went to the amusement park in the rain and cold, though Kings Dominion said they would  have been able to switch the dates, but they did not respond until after the date of the tickets. Now that many COVID restrictions are being lifted having to schedule tickets so far in advance will hopefully not continue to be a problem for other people. So they eventually responded, just too late to really help us.

  Alice James

  Re: ID # ********- Kings Dominion

• Initial Complaint

  05/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am an annual passholder and the reservation system will not allow me to make a reservation. I have been trying for weeks, including trying to get in for the passholder preview day, and every time I enter my information it says "barcode failure." I have called KD a few times, but the line is either busy (will not dial) or I reach them "after business hours." I successfully spoke to ONE person, who confirmed my pass information was correct and told me to "try again later." When I explained this is not my first time trying, she attempted to make a reservation using my credentials and was also unsuccessful. She apparently escalated my case. I have yet to hear back. I also sent an email since the phone is unreliable. Someone opened a ticket for me, it's been over a week, no response. I just want to be able to go to the park. My pass has been paid in full and I cannot use it.

  Business response

  06/08/2021

  Guest was contacted by the Guest Services Manager regarding case. Guest did not answer the phone resulting in a voicemail being left. Guest was provided information on how to make a reservation through our website (https://www.kingsdominion.com/reservations) along with their correct season pass number they should use to make a reservation. Guest was left callback information for additional assistance directly to the Guest Services Manager. 

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