SeaWorld San Diego

Review: I bought three 2 year sea world passes three and a half years ago. The actual cards showed that they expired after the two years. I was charged monthly for the passes. The charge was $17.61 a month. After the cards had expired, I was still charged the $17.61 a month for 16 more months. I did not go to sea world after the two years was up because the cards said they were expired. I never received new cards or any kind of statement from sea world showing I was being charged. I just saw the charge yesterday on my credit card statement and realized I had been charged for 16 months. I called sea world and talked to [redacted] a supervisor. She said that they don't refund money, but that they would give me 16 months credit toward passes. This does not work for me because my situation has changed and the passes will not be used. I did not use the service and I would really just like a refund. Thank you!Desired Settlement: I would like my credit card reimbursed for $281.76, the amount I was charged for the passes that weren't used.

Consumer

Response:

I have reviewed the response 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.

I am not satisfied because I would really like my money back. I didn't use the services at all for 16 months.. As I can see on the Revdex.com website, I am not the only person this has happened to. The consumer is not made aware of the fact that money is being taken out of their account either by mail or e-mail, which I believe is typically done in good business. Also, the fact that the cards expired and no new cards were not sent to me is an issue. That would have been an indication to me that I was being charged still and I could have resolved the issue. I really would just like my money back for something that was not used. I also believe that the way the cards represent an expiration is false if I am going to be charged continuously. This is the e-mail I sent in response to Sea World's offer:

Review: On Saturday August 3, 2013 I took my family to enjoy a day at Sea World. After being there about an hour and a half, and attending three separate shows which our items were left unattended, we noticed our stroller with our bags, kids clothing and other items, and all sea world merchandise was gone. Our stroller was parked at stroller parking as we attended the show and we returned to the location afterwards to claim it. We needed to sit down and get the kids together so we turned our backs to walk across the sidewalk to sit down and wait near the entrance to a show (Madagascar Live). In that two minute time frame, everything was gone... not to mention that our stroller was parked right in front of the ice cream vendor and right next to three personnel and a manager. When trying to alert the employees, we were instructed to go to guest services and file a complaint with the security representative at lost and found. Once the complaint was filed, we were told to stay there so another security person could give us even more information. This is where things go downhill!

The first security person said "you can go to the security office and check out the surveillance at the park exit to identify the stroller as it left". When we went to the security office, we asked about looking at the video and once we told them of the incident, the female at the desk rolled her eyes, sighed, and said "Oh that call" under her breath and disrespectful. Then we were told that even they security who works there cannot look at surveillance video and they have no clue where cameras are even posted at the park.

We were also told that they offered complimentary stroller locks at the entrance. I have been a platinum and silver passport member for around 6 years and never once have myself nor my family ever been told about this stroller lock. Furthermore, there is no way to lock the stroller at the attractions because stroller parking is in front of trees and bushes. The few places that have a fence near it to lock a stroller, have a clear sign saying "KEEP THIS AREA CLEAR" and I even saw employees moving strollers away from the area.

The third thing we were told was "We will notify the security within the park and your stroller will not walk out of here". I knew this was a complete lie as when we entered the park and drove through the parking lot, my wife and I spotted three security guards in various locations sleeping at their lookout station. That is UNACCEPTABLE!!! Also, as we walked around the park looking for our stroller, nobody stopped us to ask what we were doing and nobody even paid attention to us even though we looked suspicious scoping out every stroller in the park. Then as we left, one security guard had her back to the guests leaving and was have a funny conversation because they were laughing and ignoring customers. The second one was watching the fireworks and walked to the table to have a cigarette. The security was not doing their job, not even a little bit.

We were told numerous times from both security agents that we would be contacted and updated on the outcome. We were also given three phone numbers: one for [redacted] who is a safety representative, one for lost and found, and one that was supposed to be a direct line to security. After trying each of those phone numbers at least 15 times since then, not once has anybody answered any of the phone lines and the supposed direct line to security was a number to park information and membership.

I am furious, as is my wife and sister-in-law, because we were repeatedly lied to and feel extremely disrespected as we have been paying a lot of money to take our kids to this park to have fun. There were IDs and bank cards stolen along with kids clothes, a handicap placard, prednizone (medication for Rheumatoid Arthritis), Sea World merchandise, two wallets, and a beach bag with various things in it. We feel so disrespected at the complete disregard for paying customers and theft at the park. When we asked the security guard how many thefts there were each year he said, "at least a hundred". They should put fourth the effort to ensure this doesn't happen instead of redesigning the front entrance every couple of years. We lost over $1000 worth of items and not one person we spoke to showed any type of concern. The whole attitude towards our situation has been them telling us we should watch and secure our stuff which is something they specifically tell you that you cannot do. We cannot collapse our strollers and bring them with us and when we try they tell us we cannot go into a show unless we leave our personal items unattended and unguarded at the entrance/exit of the show! There needs to be a better way. I know they could use surveillance video to identify who committed this crime, and give footage to SDPD who could then identify further who did it and possibly recover our items!Desired Settlement: We would like for this company to make an effort to correct this situation. We would like them to attempt to make it right instead of blowing us off. I Know my wife and sister-in-law would like apologies and I would like to be refunded at least a portion of what I lost. We tried everything we could and followed what we were told to do, but we were blown off. The stolen medication costs $80 per bottle, definitely not cheap. And now we will have to figure out how to replace everything we had taken from us. I tried to call and cancel my membership so I may take my kids somewhere that they could have fun as we felt safe and was told they could not cancel our passes and we would have no choice but to keep up with our passes until March 2015. This is completely unacceptable as I will not recommend anyone I know to visit Sea World until they figure out how to actually help people when situations like this occur. I would like them to act as if they had their items taken and had everything flipped on end. I want them to help, even if it is just a little bit.

Business

Response:

Mr. [redacted] has been in contact with a member of our Safety team, [redacted] ([redacted]) [redacted]. [redacted] has set up some in park experiences for Mr. [redacted] and those in his party directly affected by their experience in the park. Mr. [redacted] is planning to visit the park again on August 31, 2013 and [redacted] will be informing him of the logistics that he's planned for his family's visit.

Sincerely,

Review: I ordered 4 tickets using the promotion that Sea World San Diego offered "SeaWorld Tribute to Wildfire Emergency Workers" which listed the following agencies has being valid:

*Offer valid for CAL FIRE, all San Diego County Fire Departments, San Diego County Police Departments, CA Highway Patrol, CA Border Patrol, San Diego County and Los Angeles County Sheriff ’s Department, Fresno County Sheriffs Department, West Covina Police Department, US Forest Service, Dept. of Homeland Security, San Diego Emergency Medical Services employees, Bureau of Land Management, Bureau of Indian Affairs, and 911 dispatchers of San Diego, Los Angeles and San Bernardino, 2-1-1 San Diego, LA Hatzolah Volunteer Ambulance Group of Los Angeles, San Diego Department of Animal Services, California Department of Corrections and Rehabilitation, City of Hanford and Kings County Fire Department.

I work for Desert View MCCF, contracted with the State of California Department of Corrections and Rehabilitation. I placed the order for 4 tickets on 09-19-2014, and went to visit the park on 09-21-2014. After driving for over 2 hours, paying $16 to park, and waiting in line for over 30 minutes. I presented the e-vouchers, along with my valid ID to Tickets and Reservations only to be told that the company that I worked for wasn't eligible for the promotion. When we asked why, we were shown a list that didn't include the [redacted]. My family left the park, without visiting Sea World, and had to drive over 2 hours to return home.

The same day we were told that our e-vouchers were no good, the [redacted] at our [redacted], [redacted], a vocational instructor, Mr [redacted] and a lieutenant were approved for this promotion. At least a dozen other employees, including officers, instructors and office personnel were approved for this promotion and visited Sea World San Diego using their purchased e-vouchers.Desired Settlement: I want Sea World to honor our e-vouchers, and to reimburse us for the gas to make a round trip from [redacted] to San Diego CA, $50 as well as the cost for our parking ticket, $16. Sea World San Diego should do something about the time that was wasted, having to drive over 2 hours each way, but that's up to them. Sea World San Diego should do the right thing. If they are going to have these promotions, and list agencies as being valid, then they need to honor those employees who work for those agencies. They can't select which employees to grant this discount to, and decide to not offer the discount even though an agency is listed as being valid.

Business

Response:

You may close this in your records as we address concerns with the guest directly.

Review: On September 15th, 2013. My husband decided it would be a great idea to take our four children to Sea World, and he was told that he could use his military id once a year for free family admission. We were told by our neighbor that they went to Sea World the weekend before and stayed till after 9pm, so we figured that we would make it to the park by 4pm and let the kids play till 8:30-9pm. Our first problem was: when we got to the ticket booth, we were explained the policy regarding the use of free admission for military personal and their dependents. Policy is that [redacted] can have only four dependents receive this entry on his Id. Service Member is one of the four included. So now it is 4:30 when we are debating with the ticket master how much we will have to pay for the remaining two and why is this not explained to Military so the families know this information ahead of time. So because we were already their, our kids were excited, we paid 126.00 for the two tickets that were not covered. The ticket master said "enjoy SeaWorld" because we expressed to him that this will be our first experience in the park. We finally make it into the park. First stop is the Madagascar show. This only took 20mins but 35min from start to finish including walking out of theater. Now it is approx. 5:20. We make it to the first ride my kids want to ride, of course they are still super excited. A very nice man that controlled the line let us know "you do know our park closes in 30mins" Of course we did not know this information because this was our first time going to the park and the ticket master at front gate did not reveal this information. If we know this information we would of left and saved our Military entry for another day so our kids could enjoy several hours if not all day to enjoy the park. My kids were very upset when we had to leave so early, not seeing Shamu, not experiencing the rides they wanted too, and not being able to get their favorite treats because all vendors were closing.Desired Settlement: Here is what I am asking for my family. That we receive 6 tickets into the park so we can enjoy a day with our family. I understand my 126.00 plus 15.00 will not be refunded but at least we should be allowed 6 free tickets to return to the park. My husband works hard for this country while serving in the US Navy the last past 10 years. Because of his busy schedule all he wanted was to spend some time with his family before his next deployment that is very soon.

If Sea World will find it in their hearts to allow this it will be greatly appreciated

Consumer

Response:

I have reviewed the response 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.

I have not heard from the business (SeaWorld San Diego) I am still awaiting there promised response.

Regards,

Business

Response:

The guest was sent an emailed response on September 27, 2013 at 7:41am. A follow-up email, which included the initial email was re-sent today at 8:06am. The email address the guest provided was, [redacted].

Business

Response:

Two emails were sent to the guest and I was able to contact the guest by phone. Also, a close-out letter was provided to the guest.

Thanks,

Review: A few months ago in San Diego, we had many wildfires break out all across the county. As a courtesy, Seaworld offered 4 full price admission tickets to each employee of any agency that helped during the wildfires (hospital employees, firefighters etc.) They advised that the tickets were valid through September 26, 2014, and all you had to do was provide a name and print out the tickets then take them to the gate, show your employee badge, then you would gain entrance to the park. On September 20, 2014. Our entire family drove down to Sea World expecting a day of fun at the park. We had 3 employees with us, a total of 12 people expecting to get into the park. We pay the $16 parking fee, walk into the park, and are directed to a special line where we are told we will show them our printed tickets, then receive our actual tickets to get into the park. We wait in line for 1 hour and 45 minutes, then are told that our tickets are not valid and that the vouchers were only for people who fought the fires front-line. They offer us a 30% discount on regular admission tickets, then move us out of the line. We speak to a supervisor and he offers us a 50% discount after advising us that we didn't "word it right" and we were supposed to tell them we fought the fires and need our tickets. He directs us to an additional supervisor. This second supervisor is SURROUNDED by a large group of angry (potential) customers. He turns everyone away and says the tickets are not valid. We are offered a refund for our parking if we are willing to wait in ANOTHER long line. We decided to leave. The fact that they would offer this to people who help our community, then try to make them pay for the tickets was completely unacceptable. ALSO, there were many family members who were able to get into the park previously, that SAME DAY, and the next day as well. They were simply letting in only the people who threw a big enough fit. This was extremely wrong and a huge disappointment.Desired Settlement: I would like to receive tickets for all 12 of us that they originally offered tickets to, and a pass for free parking for our 3 vehicles. I believe this is fair considering this is what we were supposed to receive in the first place.

Business

Response:

You may close this in your records as we address concerns with the guest directly.

Review: I ordered 3 one year passes and signed up for ezpay in January of 2012. The monthly charge was 25.92. I recently discovered that Sea World was still charging my credit card even though I only signed up for one year pass. I contacted immediately and they told me that upon signing up I was notified that the charges would continue after my year pass is up unless I called to cancel. I do not recall being told this when I signed up. I stated to the individual that it is strange the first year I received a notice of reminder the payment was being charged to credit card but upon the end of the year the notification ceased. I also informed them that no notification was sent to remind me that I would continue to be charged unless I called to cancel. The person said they would have the manger call me back. After a week I never heard from management. I tried via email and was told the same thing. I looked at their website in regards to member terms and it states that they will contact to inform when passes expires and that charges would continue. Something I never received. I emailed the individual back explaining the issue again but no response via email or phone.

I am now out 181.44 for passes that I had never intended to keep longer than a year. I feel that Sea Worlds lack of reminders and stopping payment reminders once passes expired is unethical and I should receive some type of refund.Desired Settlement: Although receiving a full refund is what I feel I am entitled to, I am simply asking that Sea World work with me to find a resolution that is fair for both parties.

Business

Response:

Our Contact Center Supervisor, [redacted], spoke with Ms. [redacted] on Monday, July 15th. [redacted] will be providing Ms. [redacted] with a refund for 3 months of her EZpay payments, which comes out to $77.76. Ms. [redacted] was satisfied with this resolution.

Consumer

Response:

I have reviewed the response 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.

Regards,

Review: My cousin is riverside county first responder and was sent a link from human resources for complimentary Sea World San Diego single-day tickets did as the email said followed directions and received a confirmation email with the four tickets. Printed them out took them to ticket redemption booth to be told that it was a mistake and myself and my children will not be getting into the park due to their error. It was a very unprofessional disorganized situation that my children had to suffer, after driving 2 hours to be very disappointed.Desired Settlement: They should of held up their end of the bargain. I feel like I ws baited with the fake complimentary tickets just to show up and be told I would have to pay. The four free tickets was not valid they said it was all employee error.

Business

Response:

You may close this in your records as we address concerns with the guest directly.

Review: Signed up for a 2 year Sea World Park pass on July 24, 2011. Cost was $99 plus 23 payments of $23.48. Since I have had many season passes from Legoland and Disney, I wrote the end date of July 24, 2013 on my calendar and expected my pass to expire. However, I noticed charges of $23.48 in July and August that should not have been on my credit card, since my 2 year agreement had passed. I called SeaWorld customer service after waiting on hold for 30 minutes, finally reached [redacted] who told me that the EZ pay plan automatically renews each month, unless we call to cancel.

I felt this was very unethical and asked for my membership to be cancelled and my money refunded. [redacted], said the auto renew information is stated on the web site when we purchased the tickets, so there was nothing she could do. I could not find this information on their web site, and explained that since we did not go to the park and did not approve these charges, we wanted a refund on these charges.

[redacted] refused to provide a refund or her last name, saying she is not able to do so over the phone. When I asked to talk to a manager she said she was a supervisor and the only way I could get someone to review this is to send in an email.

I really started to feel that this entire season ticket process was intended to deceive customers, as it is very difficult to talk to someone live, if you want to get a refund, you have to fist call them, than send an email to someone and hope you get a response. A two year pass to the park should be a two year pass. I should not have to jump thru hoops to have someone consider refunding me my own money.Desired Settlement: I want my money back for all months of payment past my 2 year agreement and an apology for charging my card for 2 months at $23.48 (at a total of $46.96) and making me do this extra work to get my own money back. This practice should stop, as I see others who have had the same thing happen to them.

Business

Response:

We have resolved this directly with the guest. Thank you.

Review: They are charging my card for someone else's membership fees. They have my credit card number but someone by the name of [redacted] as the credit card holder and are refusing to fix it. I have called them 4 times now to fix it and have asked to speak to a manager every time I call and every time they say that there is no manager available and they will have one call me back in which NEVER happens. I have been charged $50.72 for the past 3 months. Feb 2013 March 2013 & April 2013. They are refusing to take this other person off of my account. They state this person has to call in and remove them self and give a credit card! How so they figure that is is right to charge my bank account under a different name. I have now had to go through the hassle of blocking my bank card, and starting an investigation with my bank.Desired Settlement: I want the charges for the past 3 month refunded back to my card! On my account there should only be [redacted], [redacted] & [redacted]. I did not authorize any other memberships.

Business

Response:

Dear Ms. [redacted]:

Thank you for sharing your comments with us. SeaWorld strives to make every encounter with our park a fond and memorable event. I apologize for the inconveniences caused to you as a result of your EZpay account.

Our Marketing Supervisor, [redacted], has made several attempts to contact you, but has been unsuccessful. If you would like to further discuss your concerns with [redacted], please contact her at [redacted].

We value your comments. Feedback from our guests helps us understand how we are doing. Thank you again for taking the time to share your experience with us.

Sincerely,

Vice President, Park Operations

SeaWorld San Diego

Cc. [redacted]

Consumer

Response:

I have reviewed the response 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.

I personally spoke to [redacted] in regards to my account with them and her response was basically there was nothing she can do about taking the extra membership off my account. She claims there was a contract signed which I NEVER signed which I feel need to be verified against my signature. I have had to file a claim with my bank as well as cancel my current card and order a new one to block them completely from my account. This problem as of today goes UNRESOLVED!

Regards,

Business

Response:

Our Contact Center Supervisor, [redacted] did contact this guest and was informed by Ms. [redacted] that the Pass Member that she is trying to remove from her account, is her friend, [redacted]. Ms. [redacted] purchased the EZ Pay Membership for her friend and claims her friend was to take over the payments for that Membership. Ms. [redacted] said that she has contacted us multiple times and each time has been told that she must get [redacted] to provide us with her own credit card in order to cancel her from the account. Ms. [redacted] has stated that she has informed [redacted] to contact us, however, as of today, we have yet to receive the new payment information from [redacted]. [redacted] has also made attempts to contact [redacted], however, she has been unsuccessful at getting any updated information from [redacted]. Ms. [redacted] did use her credit card and signed the contractual EZpay Membership agreement, which we have on file. Ms. [redacted] is liable for all payments due to us for [redacted]’s Membership. Ms. [redacted] informed [redacted] that she has already cancelled her credit card for which [redacted]’s as well as her own and two other Memberships on her account are being made from. Therefore SeaWorld will be unable to collect the money that she currently owes for all the Memberships on her account.

If Ms. [redacted] is able to have [redacted] contact us with a new credit card, we can move her Membership to another account. Also, if Ms. [redacted] would provide us with a new credit card, we may continue to keep her account in good standing for the other Memberships as well.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9525243, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I never signed a contract for The membership for [redacted] if there is any contract on file it is her signature. As stated in company response I have canceled and files with my bank against company and will not be bringing my 3 correct membership current till this problem is fixed. I NEVER SIGNED CONTRACT FOR [redacted]'S MEMBERSHIP! The signature on file is fraud! & I will pursue it in court if this ends up in collections to get that signature matches to mine in which I am 100% sure I will win! My crd was ONLY supposed to be used and the first payment as I stated to the sales rep at the window and he insured me that's was the only time it would be used! I am fully ready to bring my 3 memberships up to date however I WILL NOT PAY FOR A MEMBERSHIP THAT I NEVER AGREED TO PAY NOR DID I SIGN FOR!

Regards,

Review: I purchased 1 year pass on November 11,2011 at Sea World(online)my purchase order is [redacted].I agreed to pay $ 24.95 as a down payment plus 11 monthly payment s of $ 8.64 after my pass expired Sea world kept charging my credit card for the expired pass. I called Sea World on feb 25 2013 to ask them to stop charging my credit card and credit back for account for the extra charge of $ 25.92. the cutomer representative told me she will issue a credit to my account. three weeks later I called back and another representative told the credit would take 7 days to process and I said is already more than seven days since I called the first time, then she said 14 days, I told the representative I called 3 week ago. then the consumer service told Sea World will notify when we credit back your account. Sea World has NOT credit back my credit card neither has contacted me. I'm asking Sea World to refund me $ 25.92 for expired pass. thanksDesired Settlement: I'm asking Sea World to refund me $ 25.92 for expired pass. thanks

Business

Response:

Our Contact Center Supervisor, [redacted] corresponded with Mr. [redacted] by email. Mr. [redacted] was informed that [redacted] would issue him a refund of 4 monthly payments of $8.64 each totaling a refund of $34.56. The credit for this amount has already been processed on our end.

Thank you,

Review: In past years, Sea World has run promotions when you buy a pass toward the end of the year, the pass is good for the remainder of that year and all of the following year, saving a substantial amount of money.

On August 26, 2015, we were in the area around Sea World and decided to stop by for the 3 hours before the park closed. We waited in line to purchased tickets for 45 minutes because there were only two employees at the front at the time, and they were helping customers. When we finally arrived at the counter, I asked the front counter about any upcoming promotions for fun cards. I explained that we just came by since we were in area, and if we had to wait we would come back at another time for the promotion.

The employee told us that Sea World would not be running any promotions this year. So we purchased fun cards and went into the park for the remaining 1.5 hours it was open.

Four weeks later, the buy a day get the rest of the year and next year promotion begins. I called Sea World, and they told me that they don't do any sort of exchange or refund period. I argued with a manager that the employee had been dishonest or misinformed when we purchased the passes, and they then said it was our fault for using the passes for the 1.5 hours, otherwise they may have been able to refund the tickets but now their hands are tied. I asked to speak to a supervisor, and she refused to forward my call on saying that the answer wouldn't be any different, so she's not going to bother upper management.

Yesterday, 10/6, we went back to Sea World and I asked at the counter while we were there. They told me that if we had come in within 30 days they would have gladly helped us. Which is not at all what the call center said otherwise we would have made it a point to physically go to Sea World sooner and fix it.

I feel we've been given the runaround with dishonest practi[redacted]. I also felt slighted by the customer service center's attitude and false information.Desired Settlement: I would either like a refund on the tickets we purchased so I can repurchase them with the current promotion terms, or have Sea World exchange our passes to be valid through 2016.

Any other company/store allows a customer to come back and get the current sale price/promotion if they just purchased an item before a promotion. For the Sea World call center to tell us that they wouldn't do anything if you purchased year passes even a day before a promotion is horrible business practice.

It's also frustrating that we tried to fix the issue that was started because of an employee's error, but because we were misinformed as consumers and given wrong information on multiple occasions that the blame is put on us and we are forced to be out the money and hassle.

Business

Response:

I responded directly to the guest and provided a resolution to her for the Fun Cards purchased for [redacted] and [redacted], as [redacted] has an existing 2-Year Pass.

Thanks,

Consumer

Response:

I have reviewed the response 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.

Review: I went to the park and all the attractions where closed.Desired Settlement: I would like to re visit the park and at least get to see the polar bears and see the orca whales do tricks. I would also like a new food pass issued,because they kept running out of food

Business

Response:

The guest was responded to directly and visit verification was requested.