ComplaintsforGreat America

• Initial Complaint

  07/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am requesting a full refund due to my accidental purchase.On July 10, 2023, at 7:49 PM I accidentally purchased a day pass ticket for that day, when I intended to purchase a day pass ticket for the following Saturday.Please provide me with a full refund.

  Business response

  07/12/2023

  Advise guest to contact park for assistance. Best contact number is ************ option # 1

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased four tickets for June 19th, 2023. My family and I were only able to get on 2-3 rollercoasters. Most of them were closed due to maintenance, others had bars that would not click all the way down, never experienced that before. We thought it was a weight issue, my father is not wide but he is tall, about 63 220 pounds, so he stopped trying altogether after being turned down to ride ********* and my other family are smaller in weight and height and still seemed to encounter issues. We got turned down for so many rides that we gave up. It was hours of waiting for nothing, saying theyll send us to the front of the line at another coaster. Workers didnt even seem to know which coasters were open and couldnt point us in the right direction. To add insult to injury, we saw several other larger people riding these rides. On one coaster it was just a matter of my brother and I switching seats because one chair had two straps and the other only had one. I dont know if these kind of maneuvers existed for the other rides, but the employees didnt seem to care to adjust us except for that one. A lot of rides had several seats out of order. One ride had a malfunction with the seat lights not turning on so we had to give that one up too.Drop Zone was our last chance of getting some thrill for our $200+. We were able to ride but it was a traumatic experience. After the ride was done, me and my brothers seats did would not unlock. We pushed, we pulled, we tried to get some help but the workers went to the other side of the ride, we couldnt see them. It was only thanks to the guests in line that we were helped out of our seat. And when we did get help, the worker informed us nonchalantly (no apology by the way, my little brother was terrified) that the ride was closing due to a technical issue. Unbelievably scary. All this and the arcade took $10 when we didnt get to play anything. **************** did not help. Definitely not the experience I paid for.

  Business response

  07/01/2023

  Spoke to guest to resolve issue. 

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of event: May 19, 2023 I've lived in **************** since 2015 and never went to Great America. I purchased tickets to celebrate my 5th anniversary with my partner. Before entering I went to guest services to get clarity on the food voucher since it is quite vague on the website. I asked for a list of the restaurants the dining pass covered and the staff person told us that was not available but we could get any meal from the Great America-affiliated restaurants that were listed on the site. Upon entering the park, I purchased the all-day dining plan for myself and the premium all-day dining plan for my partner since he has a sweet tooth. To my surprise, once our passes were already purchased and we entered the first eligible food establishment, we were informed that there are restricted menu items for dining pass users. That is not clear on the website and was not stated at guest services. Other disappointments of the day included a lack of or inadequately filled hand sanitizing stations, cold food, and going to Auntie ****** (since funnel cakes aren't included) and the staff person informed my partner that he couldn't get a pretzel- even though it says this establishment is included on the website. By the end of the afternoon, we grabbed nachos and ************* to-go just to feel like my money wasn't wasted on the pass. The rides were fun and we experienced great service at Merle's **** however, I feel taken advantage of and like I wasted my money given the ambiguous nature of the dining passes.

  Business response

  06/21/2023

  Spoke to guest to resolve issue. 

  Customer response

  06/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/30/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  5/26/2023 My family , 5 of **, were unable to ride any of the rides at ***** America due to No security enforcement of the rides resulting in continuing line jumping. We notified the security and member services and they were unable to take action. We were then told we were not able to have our tickets refunded, only extended. We were not happy with this complete lack on consideration for our time, money and bad experience. The policies and procedures did not allow for any flexibility when the management of the company failed to perform for the customer. Thus we will be following up with legal action.

  Business response

  06/02/2023

  Spoke to guest to resolve issue.

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a single day premium food pass. When I attempted to use for a funnel cake after they started making it was told it wasnt part of the premium pass. So I paid for this funnel cake. Then attempted to use pass at kiosk and got error when scanning barcode no option. I asked for help from someone cleaning the table who referred me to someone else who was helping a long line of people. Tried using the kiosk again same problem. Eventually was directed to shop and given a wrist band to use 1 hour before closing. There are no employees or signage indicating there is a food wrist band or instructions on how to get assistance. If wrist bands are available they should be distributed upon entry to everyone who purchased. Services I prepaid for were not available to me through no fault of my own. This is unfair consumer business practices. When I was told about a wrist band I explained to the agent that the day is about over and I have not been able to use the pass all day. I got to the place to get a wrist band 1 hour prior to the park closing. I asked if I could get some sort of credit. Even if I could use the pass on another day, but he just said it was not refundable. I also asked if the funnel cake was part of the pass and he said it was. I feel scammed. Not able to use the pass which I paid for and then paying for food because the pass wasnt working, or employees telling me it doesnt apply. I eventually used the premium food pass which I paid $42.99 to get a cheese burger, fries and a drink. Plus I paid for $19.13 for funnel cake and a milk. The place is run in a way to scam customers. Charge them for a pass which doesnt work and no one to assist. If this is not the case the band would be distributed to all customers upon entry and there would be signage indicating where to get assistance when needed.

  Business response

  04/27/2023

  Spoke to guest to resolve issue. No further action needed. 

• Initial Complaint

  01/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had purchased an admission ticket to attend the park on January 14th, 2023. I was supposed to be flying in for the day and flying back home on the same day. This trip was solely to attend this amusement park and nothing else. Yesterday I received an email from the park saying the park will be closed on January 14th due to the 49s home game. I could understand if they had to close due to weather, but for a sports game?! They mentioned that my ticket could be used through the end of February but I am unable to use it as my trip is only for 1 day and I am unable to get any other time off from work to attend before my ticket expires. Plus the sunken cost of my flight that I had booked solely to go to this amusement park and they do not offer refunds whatsoever. So I am just left with me losing money on my park ticket that I cannot use and the lost cost of my flight over there.

  Business response

  01/22/2023

  contacted guest to resolve issue.

• Initial Complaint

  07/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Went to Great America on 07-16-22 ****************************** and had a horrible experience at Great America. We were in line at Rip Roaring Rapids for a little over an hour. Myself and my friend needed to use the restroom. We were in a group and informed our group that we needed to run to the restroom as we couldn't hold it anymore. We left for about 5-7 mins and when returning there was a young lady named ****. **** stopped us and said we couldn't go through. I informed her we were in a group and just ran to the restroom and were just going back to our group. We were told that it didn't matter and to go back to the line. I told her there were people that passed through our group earlier who also went to the restroom and no one stopped them. I asked her if there was a supervisor I could speak to and she said "this is my ride so you can speak with me" in a rude tone. I said I would like to speak with her manager because this was unacceptable. Several people were going in out of the line before us and just wanted to go back to our group after using the restroom. Paying customers are waiting for rides for an hour to maybe 2 hours. So there are going to be people who need to use the restroom. I personally have an overactive bladder so when I need to go I have to go. It's a medical condition. While waiting for a manager **** is snickering and staring at my friend and I with a ride attendant at the Eagle ride. Mind you we haven't been on one ride that day. The Rapid ride was our first one. We bought 14 tickets, 2 season passes, and my sister who was with us also bought my son his season pass for his birthday. We also had 1 more person in our party that had a season pass. That's a total of 18 people in our party We were waiting by the Eagle for about 20-30 mins when she said that she will take us to where the ride attendants are to wait for her manager. More to issue but does not fit in problem description box. Emailed ******************************* about issue.

  Business response

  08/16/2022

  Business Response /* (1000, 14, 2022/08/16) */ Spoke to guest and resolved issue.

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a gold pass for me ************** my son ************* and my wife *************, I went to great america when it first opened this year and bought all of my season passes because the park seemed like it was running smooth and everything seemed good so i bought my season passes. I believe this was a bait and switch because they were trying to get people to buy season passes for the new season. So I went to here this past weekend on 6/12/22 and I went to park and i saw a line that was going into the parking lot it was unbelievable. I thought ok maybe something special is going on today. Nope, what it was was there were only TWO LINES OPEN FOR SECURITY. This is not normal so when great america first opened this season they must have had 15 to 20 lines opened getting in was easy. This to me means great america was doing a bait and switch to get everyone to buy a season pass then either laid off security or I don't know what it going on but I didn't buy a season pass to wait in a security line for two hours to get in this needs to get fixed or i would like some type of discount for great america not providing enough security. I also think it is dangerous to have a line that extends into the parking lot where cars are moving at a high rate of speed.

  Business response

  06/27/2022

  Business Response /* (1000, 5, 2022/06/27) */ Attempted to contact guest on multiple occasions to resolve issue but no contact mad. Consumer Response /* (3000, 7, 2022/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like to know why the security lines are so long and reaching into the parking lot because there are only two lines open. It doesnt make any sense Business Response /* (4000, 9, 2022/07/02) */ Attempted to contact guest multiple times via telephone provide. Many voicemails left with no response. Consumer Response /* (4200, 16, 2022/07/20) */ I tried to call back ******** i think his name was i couldnt understand it on the voicemal he left me. I called the number he left +**************** and the phone rang for 5 minutes straight and never went to voicemail or anything so i couldnt get a hold of this person. Recently we tried going back to great america and saw the line is even longer than before for security and there are even less SECURITY STATIONS!! I think at this point i would just like my money refunded to me and i will stop going here. Business Response /* (4000, 18, 2022/07/27) */ Spoke to guest about situation Consumer Response /* (4200, 20, 2022/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) The person i spoke to offered me no soultions. I kept telling him that the security line is reaching the parking lot which is dangerous because of cars speeding by people waiting in line. He kept telling me that the line is moving at the same rate as it was before which is a lie. He offered no solutions and frustrated me so much that i hung up on him. **** great america and his response, the line takes forever WAY LONGER THAN IT WAS BEFORE. The representative who called me was a liar and didn't care about my concern about the line reaching the parking lot. I would like some money back considering i have to wait all day to get into their fucking park. I still need my passes because my four year old son loves great america but i will definitely be reconsidering getting season passes next year but i would like some type of money back for great americas ****** security line. Also i noticed that there are less security guards and the last time i came the secuity guard just let everyone thru the gate even when it beeped and turned red so they dont give a **** about security and neither does great america all they give a **** about is saving money. Business Response /* (4000, 22, 2022/08/01) */ Spoke to guest to advise security procedures. Willing to speak with guest again, guest disconnected call. Feel free to contact us at anytime to continue the conversation. Consumer Response /* (4200, 24, 2022/08/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yeah so if the representative wants to talk about giving me sum type of compensation for wasting my time we can talk other than that i dont wanna talk about his timing of lines which is a lie. Business Response /* (4000, 26, 2022/08/04) */ Please feel free to contact us at anytime ************. Consumer Response /* (4200, 28, 2022/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I dont want to contact anyone first of all you dont pick up the phone it just rings forever there isnt even a voicemail option its like calling the dmv it just rings. Second we dont have anything to talk about unless you would like to compensate me somehow if so reach out **************. Business Response /* (4000, 30, 2022/08/08) */ Issue has been resolved. Information has been provided to guest. Ticket can be closed. Consumer Response /* (4200, 32, 2022/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Great america has horrible customer service Business Response /* (4000, 34, 2022/08/10) */ Issue has been resolved. Information has been provided to guest. Ticket can be closed. Consumer Response /* (4200, 36, 2022/08/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) My son recently got hurt in the cement truck play structure. This area is dangerous because parents cannot see what is happening inside the cement truck. I will contact osha to make them aware of this situation

• Initial Complaint

  04/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was scammed (among others as well) in Great America (Santa Clara, Ca) Funpix season picture pass and the drink season pass. The ad where we purchase the picture season passes online is very misleading. It states you can get pictures all over the park with the season passes. In reality, There's no photographers on site except a few walking around with characters and no camera. Also, only 3-4 rides have the cameras to instapix, and those lines are the longest in the entire park. Then you get your pictures, and they're extremely dark. Can barely see them. Horrible quality. No staff on-site know what to do about it. A supervisor told me the funpix picture passes are not worth it because they rarely have photographers walking around the grounds, and the scanners at the booth are often non-operable or hard to operate when trying to look up missing pictures. We bought the package on payment plan for this: "Capture a season of memories when you add FunPix to your 2022 Season Pass and get unlimited digital, professional park photos from every visit to California's Great America during the 2022 season!"Drink Season pass involves a 8 oz cup (which the ad does not state). No food place honors any of these drink passes, except the food court, which is extremely far from the rides area. No one at corporate to help you, no calls back, no accessible customer service.

  Business response

  06/16/2022

  Business Response /* (1000, 5, 2022/05/12) */ spoke to guest to resolve issue

*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. ↩