ComplaintsforSeaWorld San Diego

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Initial Complaint
10/29/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I cancelled my Sea World annual pass add on in early 2023, and instead they rolled me into a month to month payment plan. I have tired multiple times to cancel online and over the phone over the last few years and they continue to charge my card, claiming 3 months left until my "remaining balance" is paid in full, but showing a remaining balance of $0.00. I have changed cards, and they put my new debit card into their system (I'm guessing by using an authorization token), and although I receive confirmation that my cancellation request is processing, they continue charging me every month since cancellation in early 2023.
Business response
11/04/2024
Account may be reviewed pending refund. Please allow ***** business days to process.
Customer response
11/04/2024

Better Business Bureau:

I have reviewed the response 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.

Regards,

******* *****
Initial Complaint
10/28/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In 2021 I purchased a Sea World pass for my husband. It did not state when purchasing that this pass would automatically renew each year. I have been charged $132 for the past 3 years (*********) for a pass that I thought expired at the end of the year I purchased it. The most recent charge was Oct 10, 2024. I never received communication from Sea World prior to them charging my credit card, or a receipt after the charge.
Business response
11/04/2024
Apologies for any disconnect with the auto-renewal stipulation. Account may be reviewed pending refund. Please allow ***** business days to process.
Customer response
11/04/2024

Better Business Bureau:

I have reviewed the response 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.

Regards,

***** ******
Initial Complaint
10/28/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On February ********************** for 5 season passes for sea world, i knew i had a ********************************************** September of 2024 i was looking at my bank statement and saw a withdrawal from sea world and thought it was weird that i was still paying for a membership, i wasnt sure how long it had been but it felt like too long. After searching for emails from them about a new membership, i saw that the only email they ever sent was from my original sign up date in 2023. After calling sea world i was told that my account RENEWED without my consent. They then told me that in tiny little words in my ORIGINAL 2023 contract it said it would renew automatically. This to me is absolutely shady business and Im appalled that a huge business like that would renew a contract, without sending ANOTHER email just to inform someone of their new membership they renewed. I know not one person who would remember an almost 2 year old contract word for word. If i wouldve been notified that my membership was going to get renewed,as a courtesy, i wouldve cancelled it right away but to do it in this way where a person has to remember 1 year after their passes expire is extremely shady and i will never step foot in sea world again and demand a refund for a renewed membership i never even used again. Please do the right thing and refund my $600 you guys took without my knowledge.
Business response
11/04/2024
Apologies for any disconnect regarding the annual pass auto-renewal stipulation. Account may be reviewed pending refund. Please allow ***** business days to process.
Initial Complaint
10/28/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Like many other customers complained in ********************, ******************** was auto charging me without any notifications for two years even after my credit card already expired and credit card number changed. They charged me in total $315 (last year) + $175 (last year) + $175 (this year, but I disputed) + $315 (Chased helped me declined it, but has to issue me a new card now) = $980 sneakily through this way. It is a pity that seaworld has to resort to this dirty way of making profits and violates California auto-renewal law like it doesn't exist. Their customer service, instead of solving the problem for me, sent me a "terms and conditions" with auto renewal deeply buried in there and declined any follow up questions.
Business response
11/04/2024
Apologies for any disconnect with the auto-renewal stipulation. Account may be reviewed pending refund. Please allow ***** business days to process.
Initial Complaint
10/23/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On October 21, 2023, we purchased two Fun Card Gold passes for SeaWorld San Diego, valid through the end of 2024. However, my debit card was charged on October 21, 2024, for a renewal without prior notification or approval, and at a higher rate than what I originally paid. Despite having over two months left on our membership, we were charged early, effectively losing that extra time.I contacted SeaWorld immediately after noticing the charge and requested a refund. I was informed that a refund was not possible since the payment had already processed, but they could cancel the passes effective October 2025. When I asked why I hadnt received any email or app notification about the upcoming charge, I was told they dont send notifications and that the information was included in the original email from a year ago.We were auto-enrolled in the renewal without our knowledge, received no reminder about the charge, and were charged a higher price without being informed of the increase. I explained to the SeaWorld representative that we had enjoyed the park for over 10 years but only visited three times this past year, and each experience was disappointing. Given that, we had no desire to renew. I was repeatedly told, "that's our policy."I also attempted to cancel the membership through the app but received an email stating that the passes would not be canceled until October 2025. Overall, SeaWorld has demonstrated poor practices by failing to notify customers about upcoming charges, providing inadequate customer service with no offer for a refund, and making no effort to resolve the situation. Its frustrating that a customer has to go to such lengths just to avoid paying for something they do not want, were not informed about, and were charged more than initially agreed.I've seen several other complaints for this same exact thing, so you think SeaWorld would change their policies to address this issue.
Business response
11/04/2024
Apologies for any disconnect regarding the annual pass auto renewal stipulation. Account may be reviewed pending refund. Please allow ***** business days to process.
Initial Complaint
10/12/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased two annual passes on 07/03/2023, Seaworld renewed the passes on 07/04/2024 without letting me know, they didn't send an email to remind me or give me the choice to renew, charged me $453.60 on my credit card without informing me, and when I called they said there is nothing they could do about it and the supervisor was very rude hanging up the phone on me because I said I will compline.Also, Seaworld doesn't provide a way in the online guest account or the app to cancel the auto renewal, I was overseas and couldn't call to cancel, and I couldn't cancel using the online ********** my opinion, this is a setup to auto renew guests without the ability to opt out and is a very deceptive business practice, to say the least.I am very disappointed and frustrated because I never expected this type of practice from Seaworld. I would like a refund of $453.60 because Seaworld renewed my passes and charged my credit card without letting me know or giving me the chance to cancel the auto renewal.
Business response
10/15/2024
Apologies for any disconnect regarding the auto renewal stipulation. Account may be reviewed pending cancelation and refund. Please allow 14-21 business days to process.
Customer response
10/16/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22413921, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action which is cancelling the passes and refund the full amount of $453.60 and, if it does, will consider this complaint resolved.

Regards,

Adam Elanny
Initial Complaint
09/29/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My annual pass was set to expired on 7/2/24. However, my credit card was charged monthly after that at a higher monthly rate without being informed. I didnt notice until 9/28/24. Called Seaworld on 9/29/24 to dispute. Staff, Diego, informed that i was on auto-renew plan and an email supposed to be sent out ***** days before pass expiration to detail the new rate. I asked Diego to give me the exact date the email was sent out as I didn't receive anything informing me of this change. Diego wasn't able to find that info on his system. Since I thought my pass had expired since 7/2/24, i did not visit the park since. Diego offered to lower my monthly rate from $75.60 to $59 so my annual pass will be $179 instead of $225. I agree but Diego stated he cannot adjust from July-September because it was already been charged. That's when I canceled my pass all together and told him my annual rate of $179 won't be that price if he wont adjust for the previous months. In 2023 when I purchased my passes, it was only $149. Even if Im on auto renewal without my knowledge, it should be the same rate I originally signed up for and not higher. I feel like I'm being forced to take the new rate without properly informed.
Business response
09/30/2024
Account may be reviewed pending cancelation and refund. Please allow ***** business days to process refund.
Initial Complaint
09/25/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased 7 annual passes from sea world on March 25th 2023 these were purchased using their 12 month payment plan. I thought I had bought an annual pass that lasts a year. I just realized that my credit card is being charged monthly for the last 6 months since March 2024. To access the information about automated autorenewal on the website, you must go through several steps the ** payment being forced on you at the very end of the fine print. They are forcing you to sign up for something that is hidden from view and you will only realize it when you see it on your bank account statement which many people, such as myself, don't review regularly. This is a shady and deceptive business practice. The information must be clearly and conspicuously noted per CBPC Section 17602(a)(1) which it is not. At the least, the consumer should be given the option to opt out of autorenewal at the time of purchase rather than deceptively being forced into it. SeaWorld never sent me an email or notification that the autorenew would occur or a receipt for payment. I want the business to reimburse me for all the money they conned me into paying (6 months @ $84). When I contacted them via email, they just closed the account and said they wouldn't reimburse me because it's written on their website, I asked if they would at least extend the use of the pass but no one responded. I called and the so called supervisor, ********, was rude and very aggressive hanging up the phone on me when I told her I would file a complaint. Please help to prevent this from affecting more people. It's an appalling practice that must be stopped. I am attaching the email from Seaworld (my email to them is on page 2) and images of my bank payments. Please check for yourselves how obscure the location of the autorenew is on the Seaworld website via this link to their passes: ************************************************************************ . Thank you for your help.
Business response
09/25/2024
Apologies for any disconnect with the ************** and the auto renewal stipulation. Account may be reviewed pending refund. Please allow ***** business days to process the refund.
Initial Complaint
08/22/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased two annual Gold passes for $272.00 on 07-08-2023. The due date for renewal was 07-08-2024. Sea World auto-renewed my passes on 06-08-2024, which was 30 days before the renewal date. I still had 30 days to cancel. They did not give me the opportunity to cancel my renewal before the due date and charged me early. When I tried to cancel on the website, there was a message "paid in full" and "No passes available to cancel". When I attempted to call and cancel, I was kept on hold for numerous minutes (up to 30 minutes). My place of employment does not allow me to wait on hold for long periods of time. After numerous phone calls and holding for a representative, I was unable to cancel.Sea World also auto-renewed my Gold passes from $272.00 to $453.60 without any advanced notice or reminder that the rates were going up. The substantial increase in price came with no upgrade to membership. I did not have a chance to review the increase in cost. Sea World is currently selling a pass for $115 that includes admission for the remainder of 2024 and all of 2025. Why am I paying $453.60?This is bad business practice and not a good way to keep annual pass holders. At a minimum, Sea World should provide notice 30 days before auto-renewal to inform pass holders of the auto renew, any increases in costs, and changes to benefits. The current process to cancel is burdensome, which seems like a scheme to trick members into renewing. I would never expect this type of practice from a theme park like Sea World. I would like a refund in the amount of $453.60 because Sea World renewed my passes and charged my credit card 30 days prior to the due date for renewal. I was unable to cancel on the internet or reach them by phone.
Business response
08/26/2024
Apologies for any disconnect with the auto renewal program. Pass account may be reviewed pending cancelation and refunds. Please allow ***** business days to process.
Customer response
08/26/2024
Response from Sea World:
"Apologies for any disconnect with the auto renewal program. Pass account may be reviewed pending cancelation and refunds. Please allow ***** business days to process."
Response from Customer:
As of Monday, 08/26/2024 this problem has not been resolved. The response, "Pass account may be reviewed" should read "Pass account will be reviewed pending cancellation and refunds". I will wait for Sea World to refund the $453.60 charged to my credit card on June 8, 2024. Once my refund has been posted during the ***** business days (September 13th -24th) I will acknowledge that the complaint has been resolved. As of today, the complaint has not been resolved.
I will wait for an additional response from Sea World to address why my auto-renewal payment was prematurely charged to my credit card 30 days prior to the contract renewal date, not allowing me the contracted amount of days to cancel prior to deadline.
Thank you.
Business response
08/28/2024
Account has been cancelled and refund processed.
Customer response
09/04/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this issue has been resolved. My account has been cancelled and I received a refund.

Regards,

*****************************
Initial Complaint
08/19/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hello,I bought an annual pass for me (****************) on August 13, 2023 and paid total amount of $198.99.On August 15, 2024 I noticed in my credit card statement, Seaworld San Diego charged for auto renewal of my annual pass of amount $226.98 without my knowledge. After noticing I immediately went online and proceeded for cancellation of this renewal of annual pass.I never received any emails about any type of or consent to them for the auto renewals about these charges coming soon for my credit card.I called them on August ******* and they said we cannot refund you for this year , We can cancel your [membership] next year. I told them I have never received a reminder for an auto renewal.
Business response
08/20/2024
Apologies for any disconnect. Auto renewal is a stipulation on the account agreement. Account may be reviewed pending refund. Please allow ***** business days to process.
Customer response
08/20/2024

Better Business Bureau:

I have reviewed the response 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.

Regards,

***********************

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ComplaintsforSeaWorld San Diego

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