Kings Dominion

Our family of 11 children and adults enjoyed Kings Dominion's Winter Fest on December 23rd. The scenery and the lights were beautiful. We paid the extra for ice skating. The skates were dull, ice rough and lines long. It was not possible to get food after 6:00 due to the long lines. Workers on the rides and in the food booth did not have a positive attitude or holiday spirit.

On July 16, 2018, I brought my five granddaughters, grandson, wife, daughter, and daughter-in-law to Kings Dominion. The first thing that my granddaughter wanted to do was ride the dominator. While on the dominator my Apple Watch Fell off. I reported the loss to a worker who asked the supervisor what to do. The supervisor stated that it was in an area that she could send somebody in to get without shutting down the ride she would. She sent Kyle 2. While standing outside the fence and directing him where I thought I lost it he very wisely look in a different location where he thought it may have fallen. Although he did not have to he took extra time and found it in the grass, verified it was mine and handed it back to me. The great customer service shown by the Kings Dominion team was OUTSTANDING. Kyle2 should get special recognition for going above and beyond what he needed to do. Thank you Kyle2 and Kings Dominion for such a great place to go.

Review: My 3 children and niece attended kings dominion in sat June 11, 2016 as a first time visit to get passes. My niece used my hold pass and paid $41 as a friend to get in though she left her pass home. We also purchased 3 souvenir bottles on my passes & brought 1 more bottle that day oh and had to pay another $15 for a bottle. I'm. Upset that we got to the park after 3p and the power went out after 730pm. We didn't get 4 hours of use and feel as if it was a waste of money and time. They need to offer a free payment off on all 3 of my passes for one month and a refund back for niece who paid in cash of $41 plus $15 for a souvenir bottle after I told customer service and the float shop about her situation. If it is not fixed. I won't be back to kings dominion again or refer friends or family to come here again.Desired Settlement: They need to adjust payments in passes to credit ind month free plus reimburse for a one day friend pass that didn't even get 4 hours of use plus paid for a souvenir bottle when my niece already had a season pass. I wish to speak to customer service on this.

Business

Response:

The following response was sent to the guest from the park.Emailed Guest : 6/14/2016 3:46:27 PM By: [redacted] TO: [redacted]From: [redacted]CC: [redacted]Subject: Kings Dominion Guest InquiryHello [redacted] -Thank you for your email! We are sorry about your experience Saturday night and thank you for your patience as we work to communicate with all of our guests. It seems like you were not presented with the correct options in providing admission for your niece. If she is a 2016 season pass holder, we should provide her with a walk-through or allow her to purchase a replacement pass in the event she left her pass at home or is unable to find it. If you can provide us with her name and a receipt for the purchase of the Bring A Friend ticket, we can look into a possible refund of her purchased ticket. While we will not be able to issue any credits to your season pass, please let us know about a week ahead of your next visit so we can secure some ride exit passes for your family. These passes will allow each passholder in your group to enter using the exit line at 2 of each of their favorite attractions. Please reply back to this email with the name of each family member and who will be picking the passes up. Once we receive your email, we'll make these passes available for pickup at the Guest Services window at the front of the park.We thank you for your understanding and look forward to seeing you again soon!Kings Dominion Sales and Service Center[redacted]The park is not prepared to offer additional compensation.

Review: I went to the park with my family.. We had a baby in the group and once getting there and seeing the private cabanas you,could rent

... We ask one of the employees about it... He told us the price...a bit pricey.. But we ask him if he could take the money and bring us a receipt he said sure.. We never seen him.. No one ever came up to us and asked anything about it.. But if they did we would have had to move and it would have ruined our day... I emailed and have proof... When I got a call back they basically told me at least no one came up and asked for anything.. I was going to let this go but having a small problem with the sister park and no one doing anything about that either.. I am letting everyone know about both parks.. I would like someone to replace r refund my tickets.. I am tired of people getting away with acting like good customer service and treating people right is so hard... We come to both parks a couple of times a year.. Would like to come and have a nice visitDesired Settlement: I would like to enjoy the park not sure if they can make that happen are not..

Business

Response:

Ms. [redacted], My name is Jacob and I am writing to you regarding a complaint that you registered with the Revdex.com regarding a situation that you found concerning during your visit to the park. In order for me to investigate the circumstances surrounding the experience you describe in your complaint and determine the appropriate resolution, I need some additional information from you. Please provide as much information as possible regarding how you purchased your admission tickets such as a confirmation email if purchased online or receipt number if purchased at the park, ticket numbers/barcodes, etc. In addition, please confirm the date that you visited the park. As soon as I receive the above information, I will respond as quickly as possible with a resolution. Thank you for your help as I truly want to resolve this incident to your satisfaction if at all possible. Kind Regards, Jacob R[redacted] Kings Dominion

Review: There is a claw machine at the arcade at King's Dominion. If you pick up a box and drop it in the prize slot, you win a [redacted]. On the box, it says "Bring this UNOPENED box to the attendant to receive your prize", or something to that effect. I brought the box to the cashier, and he said that it was open and I was unable to collect my prize. The box was NOT open, and request to speak to a manager was denied.Desired Settlement: I want a[redacted]

Business

Response:

Revdex.com spoke with [redacted] he is going to have the game manager contact the customer concerning this matter directly.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

[redacted] has been in contact with me regarding a complaint I made about the prize machines at the arcade. [redacted] hinted that I was a liar and that nobody at the park makes a mistake. All I wanted was my prize that I rightfully won, but all that happened was me being belittled and lied to. I don't feel like a valued customer of King's Dominion and I feel this should be addressed.

I would like the prize I won or something comparable to make up for the loss I incurred at King's Dominion in September.

Business

Response:

Revdex.com spoke with [redacted] from the business. The arcades are run by a business partner of Kings Dominion. After research of equipment, staff, and inventory there is nothing that indicates a prize was won during the time the customer described. The customer asked for park tickets but tickets are not able to be given by the business partner since he is not employed by Kings Dominion. They are not able to give the customer the prize or compensation.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Kings Dominion ?can ?give me what I won, rightfully and fairly. They just choose not to, because they would have to admit they did anything wrong. Surely we can come to some sort of resolution.

Regards,

Review: On saturday october 11th and sunday october 12th I visited [redacted] I had purchased 2 2015 season passes which included 1 free visit to the park (which didnt include free parking -15$). I came back the next day because I was required to purchase tickets again. I purchased 4 tickets at a price of 35.00. There was no notification that half of the rides were broken or shut down. This is a theme park and there was no sign stating coasters were down or I would have never purchased tickets honestly. If im buying tickets and half the park is shut down ([redacted]. The ride that rises and spins. The[redacted]. And the [redacted]) why should I have to pay full price, especially if I wasnt notified. On top of that what really upset me is the first day I was there I go to the window and to buy 2 season passes and 2 tickets and there was a very short man at the window who was very rude to me. I do not know his name. But he had short blond hair and was very short. After he was done he shut the blinds to his station in my face and I heard him and anothet girl that was working laughing . This is not appropriate. I spent 30 dollars on parking over 2 days as well as 149.99 on tickets one day and 2 season passes worth of tickets and 80.00 the other day and this is the ccustomr service I recieved. This is unacceptable completely.Desired Settlement: I would like a refund for the tickets I purchased of 146.99 when half of the rides werent working. I would also like an apology for the extremely terrible customer service. This is the only way I will give kd another chance. Ive been going my entire childhood with lots of friends. Im just so dissapointed and I really hope that kings dominion can do the right thing and compensate for their mistakes.

Business

Response:

[redacted] -

I would like to apologize for any disappointing experiences you may have encountered when you visited the park on October 11th & 12th and would like to offer some explanation to your concerns. You mentioned that half of the rides were broken or shutdown, but our records do not, in any way, show that we had half of our rides closed. There were a couple of rides closed for the day for maintenance reasons but with almost 50 rides in the park we still offered plenty for guests to experience. Specifically you indicated that the[redacted], a ride that rises and spins (I’m guessing [redacted]), [redacted] (I’m guessing you mean [redacted]), and Alien Ride (again, I’m guessing you mean [redacted]) were closed. While each of those rides had short downtimes throughout the day, except for the [redacted] each of those rides were open the majority of the day.

Additionally, you mentioned that you should not have had to pay full price when we do not have full product available. Technically the $35 ticket that you purchased is a very discounted ticket as our full ticket price is $65.

I am curious about the interaction you had with the employee working at the window where you purchased your passes. What was he laughing about? What did he do that was rude? It’s difficult to attempt to address this concern without having a little more information. Any additional information related to this interaction would be appreciated.

Unfortunately, I am not inclined to refund your tickets or passes as your claim in not valid (as I explained above). I would however, like to refund your parking fees ($30) to make up for your disappointment.

Please respond to my direct email with any additional information about the employee interaction as well as an address and name to send the $30 to. My email address i[redacted]

Thank you very much for your feedback.

Regards,

Consumer

Response:

[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.]

I have reviewed the offer made by the business in reference to complaint ID[redacted], 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: [redacted]

Regards,

Review: I have been to KD 4 times this year already . We have had season passes since I could remember as a child. And it carried over to my own family. Kids now 19,21 and our son 28 recently passed. On opening day I went into the arcade beside the rebel yell. I was dissappointed to see that the skeeball machine was out of order. It has when you get the high score you when 1500 tickets. The machine is working but not to trigger the bonus. I called the attendent over who said he didnt realize the bonus was off. He turned it on, but it started smoking and it turned off. He said he would report to maintenence and get it fixed. The 2nd,3rd,4th visit nothing is being done. I have talked to front gate as well as staff in the arcade each time. My family have for the last 5 years have saved points to get something "Big" at the end of the year. They have taken the other skeeball machines out as well which I would win large stuff animals for my kids and when they grew up I would win for other kids at the park that day. I would like this machine removed if it is unable to be fixed. Put the other skeeball machines back or something! Every amusement park has skeeball. Its a ridiculous complaint to some but it is a big deal especially since it is 40 anniversary. I could have had 6000 tickets by now. As I visited 4 times. I win everytime I go to park.Desired Settlement: Repair the machine or get a replacement

Business

Response:

We have recently reviewed your comments related to your previous 4 visits and are disheartened to hear that your favorite game is one that is currently malfunctioning in the [redacted]. Unfortunately the equipment does have its moments where it malfunctions, similar to that of an automobile that needs to be taken into the shop for repairs. With so many pieces of equipment park-wide to maintain, it can be difficult for management to oversee every repair or maintenance request, and we certainly would like to extend our apology on behalf of the arcade team for not addressing this sooner.

We will be removing the ticket bonus feature from the [redacted] machines until a repair can be completed and also removing the sign that indicates that a ticket bonus is available for beating the high score. One of our managers has attempted to contact you and we will be more than happy to [redacted] from your visit where you posted the high score and did not receive them.

If our attempt to connect with you fails, please feel free to also reach out to us by emailing our Guest Services team via the comment form on our website: [redacted], or by dialing [redacted] and asking to speak with a member of management from our Games Department.

Consumer

Response:

[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.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], 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: [redacted].

Regards,

Review: At 6:05 pm I called [redacted] and spoke with a gentleman on the phone about My sons access into the park. I could not make a payment because I did not have a link to do so. I called and made the payment (which was a part of a payment plan agreement for season passes). I specifically asked if my son would have any problem getting into the park. After he took my payment he said no and hoped that he enjoyed himself a the park. He then proceeded to tell me to how to purchase new season passes for next season get a discount/free admission with silver passes.

My son went to the park with his uncle and was charged $65.00. Being that he was a season pass holder and we had not been to the park to use our passes all season except for Derek for his school chorus concert, I only sent him with spending money-$20. Customer service should have informed me that he would have been charged full price to get in. We were on the phone over 5 minutes. It seems as though he just wanted to get payment.Desired Settlement: I would like to be refunded the 65.00.

Business

Response:

Mrs. [redacted],We have reviewed your complaint and found the following regarding

the season passes you purchased as part of the Easy Pay Program. Four passes were purchases, three Silver Season Passes and one

Gold Season Pass. The Gold Season Pass is assigned to [redacted], with the Silver

Passes being assigned to Derek, Tamia and Nakia. The payment on Friday (10/24) was for the remaining Easy Pay

balance for the four passes, which totaled $75.00. Those two payments

were originally scheduled for July and August 27th, but attempts to process the

payments were unsuccessful with the information on file for your account. The payment on Friday did reactivate your account, but

unfortunately, the three Silver Season Passes expired on Labor Day (September

7, 2015). So even though the account balance was satisfied, it was already past

the expiration date of the pass your son attempted to use. The Gold Pass,

assigned to [redacted], is still valid for the remainder of the 2015 season, which

ends on this Sunday November 1, 2015.Please provide the ticket number from the ticket that was

purchased for your son at the park on Friday and we will be happy to review the

situation further. If you are able to provide any information regarding

the non-activated passes, we will review the status of your account as a whole.

Specifically why the passes were not activated. On Friday when you called the park, you were connected to a third

party organization that [redacted] uses to manage ecommerce, and it appears

they either did not fully review the type of pass on the account or may have

been unfamiliar with how Silver Season Passes work.Please provide the information requested herein at your

convenience and we will be in contact as soon as possible after receiving your

information.Regards,Guest ServicesKings Dominion

Review: Sunday, August 31, 2014. 5:30pm. An amusement park which holds better memories in past years than this one, especially after today, Kings Dominion has caught us in a technicality.

We are season pass holders for the 2014 season, children ages 7, 5, and 2 at the time we purchased the passes. The 2 year old was not required to purchase a pass, as his admission was taken care of. Today was the first time we were told the 2 year old, who has now turned 3, is required to pay, despite being allowed into the park all summer long, even after his birthday. There is nothing different today than any other day, however now we are expected to pay full price for a ticket, or sit the whole family out.

As a former employee of Kings Dominion-- when [redacted] was owner-- I am reminded of the first concept hammered home during orientation. A family (in the example, of 4) drives from miles around-- often other states-- to come to the amusement park. A tank of gas to get there, say $50. Tickets, $54 each. Parking, $15. Already, just to walk through the door, a family has spent nearly $300 hard earned money, just to breathe the air. Factor in the $4 drinks, a concession or two, some lunch, souvenirs.... it adds up quickly to $400-500. For one day. The level of customer service expected when a family is spending that kind of money, for a frivolous thing such as amusement, is EXTREMELY high. And what do they sell? "Fun" and memories. A kid's turn on a ride, perhaps a show, family time. Things that are, as an old commercial used to describe, priceless. A kid drops an ice cream? Get him a new one. The price lost is not worth losing a customer over technically owing for another one. It is the same concept in this case.

So this is where I do not understand the [redacted] mentality of short-sighted profit engineering. We were told the "best they could do" is charge us $25 to go in, a "savings" over the $39 they would normally, because that was the promotion they were running this weekend anyway. WHAT?!?! Whatever happened to taking care of a guest? Whatever happened to clearing up the confusion and offering some customer assistance? We were now expected to pay $25-- a savings of negative $25 from what we had been accustomed to-- because we got caught in a technicality and told the truth when asked his age. So in search of $25 extra dollars today-- the last day passes are valid, in the last 4 hours of operation-- has cost them the hundreds of dollars I may have been inclined to spend on passes, souvenirs, food, etc., next year and in years to come.

We had already been strongly leaning against purchasing passes in the future, due to elimination of silver passes in 2015, lack of plans for any park improvements, as well as the newer implementation of the locking seat belts especially on kid rides which have made the lines excruciatingly slower than they need to be, as a single ride attendant is expected to go one by one to let everyone out of the rides, instead of a parent allowing their child from the restraint to move it along. It had become essentially a [redacted] customer experience on the inside (long lines and minimal number of employees working), and now this customer disservice experience on the outside has further cemented our decision to not come back. Kings Dominion has caught us on a technicality, and punished the customer for it. In the business of selling "fun" and memories, the only memory that sticks is a sour one. Which is disappointing, but the true colors have been revealed and we will definitely not be coming back any time soon.Desired Settlement: I am not looking for anything for free. I am simply requesting that Kings Dominion remember the business they are in is to sell fun and memories, profits will follow. Don't get short sighted with squeezing every dollar out of everybody and a much better customer service experience will drive people back. Unfortunately it is too late for me, but Kings Dominion does not provide an email address to address this complaint, so I have to go this route.

Business

Response:

Dear [redacted]:

We received correspondence from The Revdex.com regarding a concern you raised following a recent visit to the park.

You indicated the concern relates to the policy requiring guests age 3 and over to purchase a ticket to the park. In your email to Revdex.com, you stated that at the time your family’s passes were purchased, you had a 2 year old who has since had a birthday. The policy requiring admission tickets is for the age of the guest on the day of visit, not their age at the beginning of the season or the date in which passes were purchased for other members of the party when visiting. On the day of your son’s birthday, when he turned 3, a ticket should have been purchased for each visit. You indicated your son visited for free after turning 3, which simply indicates we failed to inquire of your son’s age on those previous visits.

Given the age group, we generally rely on honesty and good faith by every guest to purchase tickets in accordance with park policy. Unfortunately this does not always happen, which leads our associates to monitor attendees to ensure everyone who should have a ticket for admission does. We do our best to address this as consistently as possible, but it is not always obvious when a 2 year old turns 3. It is often when children are 3 years and a few months before the difference in appearance is enough for our associates to inquire about a guest’s age.

While it may seem frivolous, admission to Kings Dominion is the primary revenue source for the park and helps to fund improvements and expansion of the park like the multi-million dollar expansion of WaterWorks for the 2015 season.

Your correspondence also addressed the change to seat belts on several attractions that must be released by the operator. This change was made strategically for the sole intent of improving safety of all guests.

While this may add wait time for some guests, the enhancement to guest safety simply outweighed the slightly longer time spent in line. We evaluated this extensively, as we want every guest to ride as many rides during every visit, but came to the

conclusion that the change was the right change for guest safety. This is quickly becoming the standard across most companies in the amusement business.

We hope these explanations help you to understand that our intention is to provide a consistent and safe experience for our guests that allows everyone to have the best day. We hope you will reconsider coming back to the park and should you have any

further questions or concerns, please feel free to contact Kings Dominion directly through our website [redacted] by clicking on Contact Us and completing the Guest Comment Form.

Kind Regards,

Kings Dominion

Review: Today I received in the mail a solicitation from Kings Dominion, [redacted]. Remove me from all contact. I don't do business with solicitors.Desired Settlement: Do not contact me in any way, shape or form.

Business

Response:

The complaint indicates that the individual does not wish to be contacted. We will attempt to remove his name and address from any lists for future correspondence.

Consumer

Response:

[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.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], 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: [redacted]

Regards,

Review: I am writing to inform you and express my concerns of the disappointing trip to your amusement park, on Saturday 25th of July 2015. Bathrooms were very unclean. Urine was all over the seats of each toilet, toilet paper was all over the floor. Honestly it was somewhat worse than a portable toilet you’d find at a county fair.

We spent five hours at your park, and only managed to go on three rides. I feel this was because the rides had long ques, and your park was understaffed. There was no way of getting through the queues any quicker than we did, unless we upgrade to your fast lane ticketing.

Intimidator 305: Only had one train working. We could not wait in line because the entrance had been blocked off by an employee. We noticed they were testing the tracks with one train running empty. I suppose there was a technical issue. I came to the park with the expectations of riding this roller coaster and am very disappointed I could not.

Volcano, The Blast Coaster: We could not ride this roller coaster due to the lines being so long and only one train running at a time. People were so upset they started to leave the line and unfortunately since it was getting later in the day, we could not keep standing on line.

Crypt: We decided to ride the crypt. We saw people coming out of the exit and asked them where the entrance was. They cried and told us not to ride it because they had been stuck on the ride for 30 minutes. We then noticed there was a man with a ladder unlocking the people that had been stuck on the ride. WOW, we were scared and ready to leave by then. It would have been nice to ride this ride but once again, technical issues that endangered people’s lives.

Caricature Drawing: We spend $32 dollars for my wife and I to have a color head shot caricature drawing of us. What’s sad is, the painting looks nothing like us and we noticed each person that sat down the girl was drawing the same face for each person. We are not pleased whatsoever with this painting.Desired Settlement: Im open to Kings Dominion offering either a refund for our 2 tickets, parking, and the caricature drawing totaling $150 or for them to compensate us in another form that they deem is right and fitting for this scenario.

Business

Response:

A Kings Dominion representative has spoken with the guest and offered tickets to the guest to return again on another day of guests choice. The guest will communicate separately with Kings Dominion once the date has been determined for a future visit to the park. Guest was also offered a free caricature drawing with free matting and frame on the next visit.

Consumer

Response:

[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.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], 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: [redacted]

Regards,

Review: Failure to meet contractual agreement. Many attempts were made to rectify the situation. Very poor customer service.Desired Settlement: A full refund is requested to the school based on the very poor communication and previous attempts to rectify a breach of contract.

Business

Response:

I would like to first address customer service concerns of the group. In 2014, the customer’s group had the first performance spot for our music festival. Kings Dominion made an error and reassigned another group in its place. To provide good customer service for our error, we made arrangements with the customer to be the first performance of the day for the 2015 date. To ensure that they would make their performance time we added additional staffing and opened a separate entrance gate for them, which we normally do not open. A portion of the group was on time while other members arrived about 15 minutes late. Since we opened this extra gate the group was still able to perform on time.The other concern for the customer was hours of operation. We released our 2015 operating schedule in fall of 2014. At that time, the scheduled hours for May 29th 2015 were 10:00am-8:00pm. In January of 2015 we changed our operating hours for that day to 10:00am-6:00pm, along with four other changes to our calendar for the year. While the customer did have a reservation in place, we did not have a ticket order form or payment until May 4th 2015 -- many months after the date change. We understand that the group paid for buses until 8:00pm and we were informed that if they had known about the time change they could have saved $3,000.00. We did offer to extend the valid dates of the group’s tickets for a second visit within a set time period -- a value of over $8,000. We also offered them $500.00 of our in-park money, as well as ride exit passes for the group to skip the lines of rides. The customer refused all of these options. Kings Dominion values all of our customers and we do our best to take care of them so that they have a great experience. We feel that we went above and beyond to make this group happy.Our disclaimer includes “prices, policies, programs and operating schedule subject to change without notice,” -- a standard in our industry and the hospitality industry in general.

Review: Requiring no bags taken on ride; however park does not provide safe free area for bags; they repeatedly state and post that they are not responsible for items left in area of ride while you are riding; even if u have a secure bag that is small cannot take on ride. You should not be able to require that I do. Not take any bags or purse on ride without providing a locker of some form. This is the standard at most theme parks. I also purchased a non refundable season passDesired Settlement: Change in policy about bags or provide secure area to leave personal items

Business

Response:

[redacted] -

In most cases, our policy against allowing articles on some rides is for the safety of riders and other guests. We do not want for something to be dropped from a moving ride which could then fall onto another rider or guests under the ride. We do have lockers available at the Front Gate, Safari Village Restroom, and in WaterWorks, but we will continue to evaluate the need to add additional locker locations. Another option could be to leave your articles with someone who is not riding.

Thanks for your feedback,

Director, Park Operations

Kings Dominion

Review: On Saturday, April 12, many rides were not operating. After waiting in line three different times for the Intimidator and the ride breaking down every time, we were finally able to ride the ride after 2 1/2 hours. Then we went to another ride, the Log Flume, and waited 1/2 hour in line to have that ride break down. Then we went to another ride, the Avalanche, which had broken down and was also closed temporarily. Additionally, several rides were not operational at all during the day.Desired Settlement: Refund the price of eight admissions.

Business

Response:

I would like to apologize for your disappointing experience at the park on April 12. Unfortunately, rides are machines and as such do break down or require repairs just like a car and therefore, we cannot guarantee that any ride will be fully operational the entire day. When we are aware that a ride will not be open for an extended period of time we note that on our website which is currently the case for [redacted] - both of which are scheduled to open in May.

Additionally the park has a policy that we do not issues refunds for issues like ride downtime or weather so I am not able to honor your request for a refund of 8 admissions. I am however more than willing to offer you and your group a chance to return to the park in the hopes that you have a better experience. In order to do that though, I will need some proof that you purchased the 8 tickets for your April 12 visit.

Please let us know if you would like to pursue getting [redacted].

Thank you for your feedback.

Consumer

Response:

[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.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], 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: [redacted].

Regards,

Review: My girlfriend and I recently attended this park for her birthday despite the distance from our New York residence, as it is our favorite amusement park since childhood. I have not been to the park since it was acquired from [redacted] and was sure it would remain the same great thrill park I remembered. Sadly this was not the case; Many of the classic thrill rides we remembered were down for long stretches throughout the day (the [redacted]) and two were shut down while we were in viewing distance of the loading bay after waiting for hours (the [redacted] and [redacted] I believe). I know it’s unreasonable to be upset at a ride malfunctioning and the closures are for our safety but it is definitely a huge damper on what should have been a great day for my girlfriend and I when most of the day was spent waiting on lines for rides we’d never get on. I wouldn’t have commented if it weren’t for what preceded – the [redacted] scare zones that were unavoidable as they are set up at every major pathway. My girlfriend and I were fairly casual at not wanting too much attention from the performers – looking to simply enjoy the park and the rides. The harassment was over the top, when we tried to remain cool and ignore the [redacted] haunt sections the performers would follow us (mostly my girlfriend) out of the zones and make derogatory comments to us when we ignored them. [redacted] never had this issue as the zone sections were optional and I do not recall the performers being anywhere near this invasive. I’m sure people enjoy this kind of thing but we were not amused after spending hours trying to just get out of the park.

I normally would never lodge a comment or complaint and wrestled with the idea but being that I held this park to the highest standards and often viewed it as the best in the field I knew something should be said. I mean this is the place where I had once hoped to take a family of my own – I’m unsure if I ever will return due to this pretty subpar showing. I figure I’d voice my concerns in the hopes that the standards and experiences I had enjoyed growing up would return. Out of respect for the great park I could not wait to attend every year with my family I feel that I cannot be the only one who experienced such a bad turnout.Desired Settlement: I am unsure what I could ever ask for in return for this poor showing - My main goal in lodging the complaint is that my faith in this brand is restored and I can put this poor experience behind me.

Business

Response:

[redacted] –

I would like to apologize for any disappointment you experienced when you visited the park a couple weeks ago. In all honesty, October 18th was not a good operational day for the park for

many reasons. It was also one of our busiest days this season due to our [redacted] event. When we have good weather on a Saturday in October, we typically see large crowds.

Normally, that just means some longer lines, but when our rides do not cooperate, like you mentioned, the can turn into nothing but frustration. I completely understand your disappointment.

As for the Haunt performers, making derogatory remarks and being overly invasive is not what we expect. I will say our performers are probably a little more “in your face” than what you would see at [redacted]. Each park in our chain structures their [redacted] event a little differently based on a number of criteria; the primary one for Kings Dominion being the [redacted] event at [redacted] in [redacted]. We have intentionally wanted to separate ourselves from their more family friendly event. Over the past 14 years the approach has worked for us and the majority of our guests know what to expect when they visit Kings Dominion (for example, it is difficult to get anywhere in the park without going through at least one scare zone).

You mentioned that [redacted] may have impacted the park negatively, but actually over the past few years, we have heard overwhelming positive feedback about the changes at the park – whether it be about increasing the amount of Entertainment, bringing back nostalgic aspects from when the park opened (like the singing mushrooms and candy apples), or basic infrastructure like paint and building integrity.

I would really like for you to get the opportunity to come back and experience the park again. I am positive we can remind you of the reasons Kings Dominion is your favorite park and the place you want to bring your family. I will set up two tickets for you to use next season, if you are willing to give us another chance.

When you do return, should you encounter anything concerning or disappointing, please make sure to either ask for a Supervisor or stop by Guest Services. We would like to be to take of whatever issue it may be immediately.

Again I would like to apologize as well as thank you for your feedback. Please let me know if you would like the tickets set up.

Thanks,

Director, Operations

Kings Dominion %

Review: On Friday May 9th My husband and 2 children decided to ride the [redacted] formerly known as [redacted]. This was my son's first roller coaster ride but however as soon as we got to the top of the hill the ride got stuck. It was 90 degrees and we were left up there for 30 minutes. Four members of Kingsdominion did arrive and tried to get every body out of the ride. For our inconvience the gentlemen offered us a pass that was supposed to be valid for the entire season and handed it to my Husband. Something told me to read the card that was handed to him and it did not say what was promised. The pass stated that it was good to enter the exit of one ride and get on before others. I don't appreciate being deceived and my skin suffered sunburns due to being left out in the sun.Desired Settlement: I would like an apology and better compensation for our inconvience. I had to keep my son assured that he was safe and walk down from the top of a roller coaster with a toddler who was frightened. Kingsdominion can do alot better than handing out a card for one ride.

Business

Response:

[redacted] -

I would like to apologize for your disappointing experience at [redacted] on the 9th. Like all machines, our rides do shut down from time to time which happened a couple of times at [redacted] on May 9th. In both instances, management and maintenance immediately responded to the ride and the decision to evacuate was made without hesitation. In situations like this, our standard response is to issue riders an "Exit Pass". There are a couple of reasons for the exit pass. One reason is for the guest to be able to return to the ride that they did not get to ride, due to the evacuation, but not wait in line since they had already done that. Or guests can use the pass to go to any other ride as a way to make up for any lost time while waiting to be evacuated.

These passes are not and have never been good for an entire season so I'm not quite sure how you came to understand that but I apologize for any confusion. If you are interested, I would be willing to issue your group of [redacted] which can be used on your next visit. This would allow you to ride TWO rides without waiting in line. Again the intent is to make up for any time you lost during your last visit.

I appreciate your feedback and please feel free to email me directly at my work address - [redacted].

Regards,

Kings Dominion

Review: When my daughter and her friends family attended the opening night of 2013's Halloween Haunt, I was extremely disappointed in the parks actors performance in the flight of fear venue. The actors PUSHED and SHOVED the group she was walking with, with such force, that she and her friend hit heads together so hard that they both had to sit down for awhile to come to their senses, once they were able to exit the area. They both complained about being light headed and dizzy. My daughter said the actors were physically pushing them too hard and she did not expect, or anticipate, the parks personnel putting their hands on them in this manor. At this point, all they wanted to do was leave, but they could not get back to the front of the park without going through other park interactions. There should be at least one safe passage route through the park from front to back. THREE days later, my daughter still had a headache and point tenderness on her head where they hit. I sent an email through the parks website on 09/28/13 advising the park of this situation, but received no response. I am not looking for any compensation. All I want is for the park to investigate this incident of their actors, and to correct what I feel is inappropriate behavior. I have been going there myself since the 70's when it first opened. If this is the type of behavior that is going to be allowed to take place, then my days of going to the park are over! Please investigate why the park did not respond. Thank you.Desired Settlement: A response from the park as to what they are going to do to keep their patrons safe.

Business

Response:

Mr [redacted]

I would like to apologize for your daughter’s experience during Halloween Haunt last Friday. As you can imagine the mazes are designed to cause a level of disorientation based on lighting effects, animated props, sound effects, and fog, but safety is always one of the park’s top priorities and I am concerned by your account of your daughter’s visit. Last Friday, we did not have any reports like the one you describe in the maze at Flight of Fear. And since opening Haunt, we have not had any reports like this at any maze or Halloween attraction.

Did you daughter report the issue to anyone or seek the assistance of First Aid? We have security guards stationed at each of our mazes who are available to offer assistance. Regardless, your recount of events will be shared with the actors and supervision of the maze. Not only to ensure the “scare” is not going too far, but also to ensure they recognize when other guests get too excited in the maze and cause a disruption. Additionally, we will work to ensure guests who seem to need assistance seek that assistance out.

If you daughter is still in any pain or you would like to have a First Aid report on file, please let me know and I will have someone from First Aid contact you.

I appreciate your feedback. We are always working to improve our overall operations.

Regards,

Kings Dominion

Review: Site says you can get $41.00 so you go to purchase it and can't use it the day you want to use it but you can purchase a regular ticket. I have screen grab proof that no where on site does it state that ticket must be purchased the day before. I called and spoke to a person in the ticket office and told her since it was not stated on the site, it was a bait and switch which is illegal. I told that she should over ride it since it is not on the site and she said she couldn't. I informed her that I would be calling the Revdex.com. You can purchase the full price the day of. As said, I have copies of their website to show this. It is an unethical business practice.Desired Settlement: 1. I want them to get this up on their site immediately since this offer is only good to June 15th (that could put that in writing) and make sure next year it is clearly noted (I will check)

2. Acknowledge it was a mistake or oversight on their website and it will be corrected.

3. For the difference, I think it is fair to issue a meal certificate (value $13.99) The difference in their bait and switch was $41.00 to $54.00 so that is $13.00.

I used to do the advertising for Kings Dominion when it was locally owned and the original owners were up and up. They would thank the member of the team with a luncheon and have the entire staff and family members to the park with lunch. [redacted] should try to have that level of ethnics!

Business

Response:

[redacted] –

The $41.00 day tickets are only available for purchase on specific dates which you have to choose prior to purchasing the ticket. If you are unable to choose the date you would like, then that ticket would not be good for that particular day. While I understand your concern, we do not make anyone pay prior to knowing the date they will use the ticket. Your comments will be forwarded to our Marketing Department for review.

Thanks for you feedback,

Guest Services

Kings Dominion

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Their operator told me they grey out the day of and you are required to purchase the day before. Here is the copy from their website (which I can send you a screen grab to verify)

EVERYONE PAYS KIDS PRICE

Pick a Date and Save!

Scream like a kid again and pay like one too! Everyone pays the price when you buy online. Pick a date any operating day through June 15.

Where does it say the day before?? No where so I stand by my "Bait & Switch" which is against the law. Do I need to quote that law too. Kings Dominion knows this copy is wrong and anyone would know is marketing this is no-no number 1. I worked at [redacted] for over 12 years, I know that you have to be very careful with misleading copy. This is misleading copy.

[Provide details of why you are not satisfied with this resolution.] I am not happy because she is trying to sweep it under the rug when in fact they are wrong.

Regards,

Review: I am on the plan for the silver season passes. I made the error and wanted the gold. It is for my family and I am a single parent. Its enough for me to get this and have this bill let alone being told there is nothing you all can do to upgrade it since parking is included so is the Dinosaurs. Now I am very upset that I cant upgrade til "the passes are paid off" as I was told by customer service. I am a single parent hence the payment plan. Now I cant come as often not realizing the parking fees etc. Total waste of my summer and money. Passes were for me, [redacted], and [redacted] (my kids)Desired Settlement: To have these passes upgraded to the gold. I don't mind paying the extra but to say to pay it off first is ridiculuous as I said I am a single parent and did this so I could surprise my kids to begin with.

Business

Response:

[redacted]

I would like to apologize for your disappointment with our upgrade policy, but unfortunately we are not able to upgrade any pass that is currently in the process of being paid off via the monthly payment plan. However, as soon as your passes are paid off, then we will be able to assist you with the upgrade. I realize this may not be the answer you are looking for, but there really is nothing we can do about this. For a little more detail, the payment plan program is administered by a 3rd party and this is one of their policies.

I truly hope you might be able to pay these off sooner than later and then upgrade.

Thanks for you feedback.

Director, Park Operations

Kings Dominion