ComplaintsforGreat America

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 06/15/24 I accidentally reserved a cabana for my daughter's birthday on the wrong date. I called Great America and they told me to buy another cabana reservation for the correct date and they would issue a refund for the original wrong date in the amount I was charged - $366.56. After numerous emails and calls and no responses, I still have not received my refund as promised 2 months ago.

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  04/07/2024 5:15pm Today my 8 year old daughter and her friend went on the Liberty Twirler ride at Great America numerous times with her friends. She is over 48 inches (please see picture attached), which is way qualified for the height requirements. In addition, she was able to ride other rides at Great America that requires her to be 48 inches or over. During the last time, the employee ***/********* who just took over from the previous employee stated that my daughter did not fulfill the height requirement to ride with her friends which is incorrect. My daughters friend, her friends parents even stated that shes over 48 inches and she did it numerous times with her friends already. Why now my daughter needed to ride with an adult all of a sudden? I questioned **** decision and demonstrated to her that my daughter was clearly over 48. She said she had to ride with an adult. My daughter was not happy, and she was disappointed with the decision, and she got the perception that she wasnt welcome as Asian American. Another main reason for the complaint was because the other employee said my daughter met the height requirement to play with her friends on the ride, why there were inconsistencies? In addition, my daughter said *** was very mean, disrespectful and has no empathy to children. Her friends were also disappointed as well because we were season ticket holders, and this is how we were treated. We want to have some kind of compensation back from Great America because this is unacceptable to treat children like that just because they are Asian Americans. We paid for the whole year membership, and we would like to either get reimbursed for our membership fees or we will spread it on social media because I will not tolerate anyone to disrespect my daughter. How does that make you feel if you are minority, and you see your children being disrespected and insulted in front of their friends and parents? That will cause mental health issues in the future.

• Initial Complaint

  01/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought 1 great America gold pass on 12/30 for myself as I saw discounted winterfest tickets available for up to 6 at $*****. On the website, there was another option of buying tickets at ***** for a party of 4 or more, which I did not chose considering it is the same price and gold pass will be beneficial anyways in case I plan to return. At the time of checkout the pricing got updated from ***** to ***** with a total payment of $219.93. It was a surprise but I thought may be it's the same thing for the 4 or more party that pricing will change, but after booking when I checked the dummy booking through 4 or more It was coming to be $150 only. In addition I bought one extra ticket as I did not realize as a gold pass member I shouldn't be buying tickets for myself. I decided to follow-up on the issue and this morning 12/31 I called Great America and after telling the whole situation, ******* sounded cooperative and she offered me a solution that I re-book the tickets again at $***** and then she will refund me the money for 12/30 booking, I asked her how can I upgrade two tickets to gold pass and then she suggested I buy 2 gold passes and re-book the other 3. I requested can I do that while we are on phone she chose not to do that on purpose as she was deceiving me she said no please book and then call again. I was happy and then I went ahead and booked two gold passes for my family and was about to buy 3 additional tickets but I ran into a hiccup as now my count was under 4, I called back again and then went over the issues and at this time she took her words back and said this is a miscommunication, I can't refund you in lieu of new bookings. I was in a sate of shock and I kept on mentioning that we discussed this earlier and she said yes I did hear you but it is a miscommunication, by this time between yesterday and today I have spent already $500 plus on Great America.I felt cheated at the end as I clearly told rep that I was at park yesterday in my first call.

  Business response

  01/15/2024

  Will need to speak to guest as we have a no refund policy 

  Customer response

  01/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I am open to talk to the business to resolve the issue.

  The response is not satisfactory at this time as the person who I spoke with on phone suggested me routes to make adjustment to the booking and offered me with refund option which is counterintuitive to the response from business.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Me and my girlfriend came to great America on Oct/6/2023 for a night out around 9:45pm we road our last ride for the night which was grizzly we got in line and was put in row 3, when the roller coaster came in there was two guys in that row that was seated on the coaster, they got up and moved to the back of the coaster to ride again, me and my girlfriend then proceeded to get into the coaster row three nether did I or my girlfriend notice that there was spit on the top pad where you hold on to as you enter the coaster which was from the guys in that row previously, we both touched it unknowingly and we told the associates that where working about the spit and we asked for hand ********* and if they could whip off the pad with cleaner the response we got was that they did not have anything to clean the pad with and no hand sanitizer for us to use they then told us to get in a different row and did not talk to the guys about the situation and did not kick them off the ride as well we then got off the ride and went to the bathrooms that where the closest and the soap dispensers were not dispensing soap so we washed our hands the best we could with little soap we had and proceeded to the front of the park where we talked to **** a supervisor around 10 pm he couldnt do nothing but pass it to upper management and told me we had to go to guess services where we talked to ******* at 10:10pm we explained the situation that happen and all she was report it in there system I also asked if they clean and sanitized there rides she said yes but I told her then if that is the case why did your team not have anything to clean the pad with and there was no response, i also stated that it is a health hazard because we dont know if that person could be ill or have a illness that can transfer threw there spit if we had a open cut on our hands I feel like this is a total health hazard and Im very upset at the way this was handled and I want something done about this situation

  Business response

  10/09/2023

  Thank you for bringing this to our attention. The information provided has been directed to the proper personnel. Here at Great America safety is our number one priority. 

  Customer response

  10/10/2023

   
  Complaint: 20707636
  
  I am rejecting this response because: I feel like just reporting this to upper  personal is not enough, I feel like we ether need to be compensated for what happened by great America, because I have season passes and going forward now how can I make sure that this issue is actually resolved going forward, and I do plan on coming back at some point but not untill I know this problem has been fixed the only response I have had is from bbb great America has not reached out to me personally about this 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  The staff at CA Great America mistakenly charged me a fastpass on August 20. I reached out to Great America via email. They only replied a standard email saying that concern has been routed to the appropriate department who will look further into your concern.It's been 3 weeks now. I did not hear any follow up.

  Business response

  09/11/2023

  You should contact us at ************ to explain how the mistake happened as we need more information to location transaction. 

  Customer response

  09/16/2023

   
  Complaint: 20583849
  
  I am rejecting this response because:

  I already reached out to Great America but did not receive any valid response. 

  
  Sincerely,
  
  *********************

  Business response

  09/29/2023

  Unable to resolve without adequate information. That is why a call should be made to the park. 

  Customer response

  10/03/2023

   
  Complaint: 20583849
  
  I am rejecting this response because:

  I found it very frustrating working with Great America. Great America never informed me what information is needed in order to solve the problem. My previous experience with Great America's customer service team was not positive and their response on this BBB case made it worse. 

  Sincerely,
  
  *********************

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the 4th of July of this year my family (myself, my husband and our 4 kids) went to Great America to enjoy the theme park and the highly advertised fireworks show to pass holders (we received emails for the upcoming 4th of July event at the park). The day started off with multiple rides being down both adult rides as well as kids rides and water rides shutting down while lines were exceedingly long so we decided we were just going to go home. After only being there for about 2 hours, it was simply a waste of time to be there to wait in line for an hour for the ride to stop and be told it was going to be down. So on our way out, my son (who is a high functioning autistic and is extremely distracted and easily sensitive to noise and his surroundings) was right behind us as we stepped out, I noticed, he was too far behind still and turned back through the exit (not 10 feet, if that) and the lady who watched me exit, I had looked at and pointed, "my son" and went inside. After I went inside to get my son who I saw from the exit terminal once i stepped on the otherside back into the park, the lady and gentleman proceeded to tell my husband that in order to go inside we were supposed to go in line and that we have to go back through security and it doesn't matter if my son was lost or stuck inside. My son will not talk to other adult if he doesn't know them. He doesn't feel comfortable with that. Part of being a high functioning autistic is he excells in many aspects, but social skills is still a spot he is shy in. The park wanted us (without knowing where he was at first) to wait in line, go through security, where there was a line, and then go get my kid, where, once I was able to step back over into the park I had already seen him. So after I'd called the park to make the complaint that for a kiddo who for all intents and purposes was not with his parents as they stepped out of the park, and as his mom, I stepped back in, I have every right to step in and get my son.

  Business response

  08/25/2023

  Spoke to guest previously to advise of security protocols and procedures for re-entry. Also reviewed situation

  Customer response

  08/25/2023

   
  Complaint: 20521356
  
  I am rejecting this response because:

  I explained to you that my son was just inside the gates and the attendant had just watched me step out. There were no security policies posted to display proper policies in place and as you stated you saw me point to my son. In the video and as two other witnesses (my husband and daughter) state there was a line. I explained that stopping 10 feet if that and turning back and letting them know my son was right there after having walked by her (the attendant) and seeing him. You can provide security footage that would show a line and me doing exactly as I said. Without proper posting of signs stating in the event of a child being lost their parents are to remain where they are regardless of the child's conditions or the fact that the parent just stepped from the park. I asked as a courtesy given that the park was not running, many rides had not been working, this incident happened, it was all around an extremely poor experience, and you're response the whole time was not one of help, but "oh well". I am one family. One singular familily with a kid who wants to never step foot there again because this whole experience traumatized my kids. 

  
  
  Sincerely,
  
  *****************************

  Business response

  08/25/2023

  Policy was explained to guest. 

  Customer response

  08/29/2023

   
  Complaint: 20521356
  
  I am rejecting this response because:

  No one explained the policy. No one explained anything until after I went and got my son and I was told I was not allowed to and what I did was not allowed and my husband was stopped at the gate. Had this been more serious and my son been lost deeper in the park, the time you held my husband back from helping me find my son was critical. I'd like my money back. It's clear and has been from the lack of communication and willingness to resolve this that you only care about the money. I won't even leave a bad review just refund the money I spent. Why do you guys hate your customers that bad
  
  Sincerely,
  
  *****************************

  Business response

  08/29/2023

  After camera review, when you entered you walked past the exit attendant without communicating the issue and your family members were the ones who actually spoke to the attendant. At that time when you entered the representative was not aware of the issue. If you would have communicated at the moment of reentry we would have had personnel assist in escorting you in. Once you are out of the park you do have to enter via the entry gates as we have dedicated exits. If you have any other questions please feel free to contact us again. 

  Customer response

  08/29/2023

   
  Complaint: 20521356
  
  I am rejecting this response because:

  This is not true, I pointed and said " my son" you'll see that on the video. I very clearly pointed and met my 9 year old son. Who, if he were lost further in the park would have been lost and scared for longer and possibly kidnapped due to your unposted policies. My family stayed back to explain because it made no sense once I saw him right there. After only stepping out ten feet. You'll see in the video we walked out, and I walked in to get my boy. Nothing malicious was done. What isn't right is that you're not refunding the money for policies on security that were not clearly posted. What am I going to get inside your park and walk out with and turn around with and go back in with in ten feet. You can clearly see all I did was get my son. You can't argue anything that justifies you aren't a greedy money hungry company. Any company that has any integrity at all would understand the intention behind a scared mother and father and a fearful child (as well as scared siblings who witnessed your horrible staff) and the only reason I never want to come back with my family and want my money back is because of this horrible experience. 

  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 21, 2023, I went online to purchase a Gold Season Pass for 2023 for $115. Because of a family matter, I could not use the pass, not even once. And by the time I was able to go, I intended to also buy 3 other Gold Passes for my kids. To find out it would cost $89 for the **** pass which includes the rest of 2023. I was told had I purchased my season pass THREE DAYS later on 7/24, I would have been able to get a free roll over to include **** season. How can a company charge families $115 for a pass that includes only a few days out of the rest of the season and not offer the same deal for others from just 3 days for even less ($89)? Now, I am left out of a $115 pass that I cannot use past the *** if I decide to purchase the 3 other Gold passes for my kids. It's pointless to buy them a pass if we can't go together unless I fork out another $89. This company is a scam and should do better! I want a refund for my pass so I can get the $89 pass for my entire family OR a free roll over so I can buy the 3 passes comfortably knowing I can take my kids next year too.

  Business response

  08/24/2023

  Information provided by representative was correct. 

  Customer response

  08/24/2023

   
  Complaint: 20516914
  
  I am rejecting this response because:
  This is not acceptable because now my pass is useless. If you look at my account history, I  have a family of 6 who Ive purchased gold passes before as a family. I want a refund as you no longer can fulfill what I purchased the pass for originally. 
  Sincerely,
  
  *************************

  Business response

  08/24/2023

  Reached out and spoke to guest over phone. 

  Customer response

  08/24/2023

   
  Complaint: 20516914
  
  I am rejecting this response because:
  I only got a phone call from a manager telling me they cannot help me. I now have a pass I cannot use because I cannot bring my kids unless I purchase more passes. I will not be buying 3 Gold **** season passes and be forced to spend additional $100 so I can take them next season when I already spent $121 on a pass that I can no longer use. 
  Sincerely,
  
  *************************

  Business response

  09/04/2023

  Pass was purchased outside of time frame. Pass will still be valid until December 31, 2023.

• Initial Complaint

  08/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  August 9, 2023 we visited ************ great America. We paid for the premium dining package for 3 people. In the photo online it leads you to believe that the souvenir day cup is included. It is not. It also says unlimited drinks every 15 minutes. When asked park staff we were told ANY restaurant would give you a drink, this is false. None of the "premium " restaurants were open at any point during our visit, so purchasing the premium deal was pointless. The park has no Supervisors inside to speak to and is run by teenagers. Horrible customer service.

  Business response

  08/17/2023

  Guest will need to contact park to handle issue.

  Customer response

  08/17/2023

   
  Complaint: 20457432
  
  I am rejecting this response because:
  

  I have already contacted the park. The three teenage "supervisors " were not concerned with the fraud they committed in selling me 3 premium dining plans, knowing full well that the upgraded restraunts would not be open.  

  
  Sincerely,
  
  ****************************

  Business response

  08/23/2023

  Guest will need to contact park at ************ option # 1 to get assistance. 

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the great America season pass today and in the website the guidance is very misleading. I wrongly clicked on the button to purchase a **** ALL PARK PASSPORT - GOLD PASS which is 100 dollars extra. I find the issue immensely and contact great America in 5 minutes. They ask me to call the ************ number to resolve it. The staff is very rude. She just said the transaction is final and cut off my phone call abruptly.

  Business response

  08/17/2023

  Guest will need to contact the call center and ask for a supervisor to go over transaction.

  Customer response

  08/20/2023

   
  Complaint: 20461766
  
  I am rejecting this response because:

  I've called the park but the staff reject it is misleading and said most likely I won't get the refund. She will report this to her manager. 

  
  
  Sincerely,
  
  *********************

  Business response

  09/01/2023

  You will need to contact **** and speak to a member of leadership as you have not provided enough information via this posting. 

• Initial Complaint

  08/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was looking to purchase tickets for great america and put four tickets but i never pushed through in purchasing the ticket. but i saw there was a charge on my card for four tickets. i am not able to go to great america on the day they were ourchsed on as i did not even chose a day. i dont know if my card information was stolen but i did not buy those tickets and want a refund

  Business response

  08/17/2023

  Guest will need to contact **** to discuss purchase.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩