Complaints

• Initial Complaint

  11/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Greetings, for the 2024 season, I purchased a season pass to Canadas wonderland with an all park all season fast lane, I was told I would have unlimited access to TT2, I was lucky enough to get 3 rides on it, but as we all know it has not ran. I understand it was two companies at the time, but I Also purchased a diamond pass to great adventure, with promise of the flash opening this year. I renewed and added all parks for the next year as well as purchasing a six flags all park fast pass for next year, when I asked about the future of kingda ka as rumors were circulating, I was lied to by the park, I had already purchased the next years pass with all park add on at this point. I feel I have been mislead and not given what I was promised multiple times. One ride is understandable, especially a new one, but we are talking about two rides at two parks and being deliberately lied to about the fate of another, which would have affected my decision to purchase the all year fast pass and potentially the renewal through Canadas with all parks (which I plan to use to visit great adventure as thats my local park) I enjoy visiting all of your parks very much, and I understand certain things are beyond the control of the company, but you need to do something to make this right. I also feel I have lost a lot of trust in this new company based on how the closure of Kingda Ka was handled.

  Business response

  11/26/2024

  This Guest was contacted by a member of our Guest Experience Team. Guests can reach this team directly by visiting the "Contact Us" page on our website.

  Customer response

  11/29/2024

  
  Complaint: 22561210
  
  I am rejecting this response because: they did not even answer, they told me to reach out to six flags which is now part of the same company, I included them on my reply, it was ignored by both cedar fare and six flags
  
  Sincerely,
  
  *** ********

• Initial Complaint

  11/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 11/1/24 my husband, ******, mistakenly purchased an online friends and family ticket for 11/1/24 thinking it was for 11/2/24. We immediately called the park and asked what to do. We were told by their agent that "this happens all the time" and to "come to the park tomorrow to exchange the ticket for a SMALL upgrade fee." Small would be 5-20%. Instead, my husband was charged an additional $40, making the ticket double the price. That is a 100% upgrade fee, not at all what we were expecting when we called the first time. We are not tech savvy, which is clear by the mistake that was made, so we trusted the agent and didn't think anything of it until my husband got to the park and found out that we were seriously mislead. The agent, ******, that I spoke to after my husband called me and let me know what guest services agents told him, explained that this is because the ticket price for 11/2/24 was $79.99. I understand this now. I did NOT understand this on 11/1/24 and spoke to another agent, whose name I did not collect. I trusted that agent, clearly a mistake on my part. Had, I been given proper information on 11/1/24, we would NOT have had the other boys parents' purchase tickets and would NOT have come to the park on 11/2/24 because we could NOT afford the additional $45 this month. BUT, because the employee gave us BAD information, my son's friends bought NON-refundable tickets and they made the 2hour drive to the park. So, my husband and the boys get there on 11/2/24 and now our only choice is to pay the extra or screw a bunch of kids and their families, putting us in an impossible situation and capitalizing on our mistake by NOT providing the correct information the first time they were called.

  Business response

  11/08/2024

  This Guest was contacted and assisted by a member of our Guest Experience Team. Guests can reach us directly by visiting our website's "Contact Us" page.

  Customer response

  11/13/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22505058, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  09/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On September ****** my wife bought four 2025 season passes for Cedar Point. One of our grandsons had a 2024 season pess and wanted to upgrade it to a 2025 season pass which we did. A perk for upgrading the pass was "1 Free fall bring a friend" ticket that could be used beetween August ******- November1, 2024. Before we went to the park on September 21, 2024 we checked the frequently asked questions questions on their web site and it said that this ticket could "be used any operating day between August ******- November 1, 2024." When we got there Saturday mornring we were told that the "FREE fall bring a friend" ticket was not valid for saturdays. I was shocked! We then had to purchase a regular ticket get our other grandson into the park. After returning home the next day I double checked the web site. There was nothng there that said except Saturdays, So I printed out that information from their web site. I called on September 24, 2024, to complain. I was told that I needed to talk to guest services and that they were gone for the day and I needed to call back tomorrow. I called back on September 25, 2024 and talked to guest services. I explained what had happened. They said that they were looking on the web site and that it says "(except saturdays)" and that they couldn't help me. So I went back online to look and sure enough now it contained the words"except saturdays." Those words were NOT there two days before! Since the information that I saw on their Official web site did not say except saturdays I feel that they were deceiving the public .I think that because of that I should be entitled to a refund of $99.00 for the ticket plus $7.92 tax ($106.92). If you need any further information please contact me.Thanks.

  Business response

  10/02/2024

  This Guest was contacted and assisted by a member of our Guest Experience Team. Guests with similar concerns can reach this team directly by visiting the Contact Us page of our website.

• Initial Complaint

  09/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to express my extreme disappointment with my visit to Cedar Point on September 20th, 2024. I purchased two admission tickets and two Fast Pass Plus tickets for $447, expecting to avoid long lines and enjoy more rides. However, the Fast Pass Plus failed to meet expectations, as we experienced long wait times throughout the day, even in the Fast Pass lines. To make matters worse, several rides were closed for maintenance, some for the entire day, severely limiting what we could experience. The worst part of our day came when we waited an extended time for Millennium Force, only to have the ride get stuck 400 feet in the air. My wife suffered a panic attack during this terrifying ordeal, and we were stranded for several minutes, which was an incredibly distressing and traumatic experience. When I raised these concerns with park staff, I was told there was no option for a refund, despite the disrupted experience and failure of the Fast Pass Plus to deliver on its promises of “wait less, ride more.” Given the substantial issues we faced, the day was far from what we paid for, and we left feeling frustrated and disappointed. We had hoped for a day of fun, but instead were met with disappointment at every turn. From long lines and broken promises with the Fast Pass Plus to being stuck on a ride 400 feet in the air, it was an awful experience. I believe Cedar Point has failed to deliver on the experience they advertised and sold to us, and I am requesting a refund for the day’s significant failures.

  Business response

  10/08/2024

  This Guest was contacted by a member of the Guest Experience Team. Guests with similar concerns can reach the team directly by visiting the Contact Us page of our website.

  Customer response

  10/09/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  First, I must address several inaccuracies, as our experience on September 20, 2024 fell far short of the expectations set by Cedar Point. In your response, you mentioned October 20th, which is incorrect and irrelevant to my claim. On the day of our visit, several rides, including Steel Vengeance, were closed for the entire day, with others experiencing significant delays. These closures and delays contradicted the information provided in your response and severely impacted our ability to enjoy the park.
  
  While I understand the importance of safety systems, being stranded 400 feet in the air on Millennium Force was both distressing and traumatic. Though such stops may be technically normal, the experience caused extreme discomfort and fear, exacerbated by the lack of communication from staff. My wife even suffered a panic attack while stuck, making the situation far more serious than a minor inconvenience. Your response focuses on technical safety but fails to acknowledge the emotional and mental distress this incident caused.
  
  Additionally, your statement that only one Fast Lane Plus ride was closed is inaccurate. We encountered multiple ride closures throughout the day, which further diminished our ability to enjoy the park. These closures, combined with long wait times, significantly reduced the value of our general admission and Fast Lane Plus passes. The passes were purchased with the expectation of reduced wait times and the chance to enjoy more rides, but that was not our experience. Given the cost of the Fast Lane Plus passes, the long waits we endured were unacceptable and inconsistent with the advertised promise of "wait less, ride more."
  
  Given the long wait times, ride closures, and the distressing Millennium Force breakdown, I believe a refund for our tickets and Fast Lane Plus passes, totaling $447, is fair and warranted. I kindly request that you reconsider your position and issue a refund based on the substantial shortcomings we experienced.

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

• Initial Complaint

  08/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Me and my 2 kids visited Cedar Point amusement park in Sundasky, OH on 7/18/2024. We drove 250 miles to get there from our home in Michigan. Upon arrival I bought the maximum available Fast LIne Plus for all 3 of us to be able to get to maximum number of rollercoasters before we had to leave at 4pm to drive 250 miles back. I paid steep price of $495 for 3 Fast Passes in addition to $255 we paid for 3 regular tickets. For the total of $770 for 3 persons!!! But I was hoping it will be worth it. First we stood in "Fast Lane" for Raptor roller coaster. And it broke. We stood in line for an hour. That was around 11am. Than we stood in "Fast Lane" for Cedar Creek Mine Ride roller coaster. And it broke. We lost an hour in line waiting for it to be fixed, and than left. That was around noon. Than we stood in "Fast Lane" for Steel Vengeance roller coaster. And it broke too. We waited in line for an hour and than were told it's not going to be fixed at all. You can check the park logs for July 18, to see that all 3 rollercoasters were broken for prolonged periods of time and some for the whole day. So we paid half a thousand dollars for "Fast Lane" without being able to ride a single rollercoaster in over 3 hours. And some were broken for the whole day. All of those rollercoasters are specifically listed in "Fast Lane" service that we bought. Sorry, but since park was not able to provide the service it promised - I want half a thousand dollars I paid for "Fast Line Plus" - back. It was very disappointing for kids, and very disappointing for me.

  Business response

  08/29/2024

  This Guest was contacted and assisted by a member of the Guest Experience Team. Guests with similar concerns can reach the team directly by visiting the Contact Us page of our website.

  Customer response

  08/30/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The business was not able to provide Fast Line access for 3 of its roller coasters for 3 hours. I have no use for another fast line as we will not be back any time soon. I would like a refund as bisiness was not able to provide service promised.

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

  Business response

  08/31/2024

  This Guest used their Fast Lane wristbands to ride multiple attractions before they chose to leave the park at 4:00pm. The park was open until 10:00pm on the date of their visit, and their Fast Lane wristbands were valid for the full day. Nevertheless, we have made a good faith offer which this Guest may redeem on their next visit.

• Initial Complaint

  08/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Throughout the park they have advertised that you can upgrade the single admission ticket that can be used that day for $49.99 but it does not say how to do it. I asked several employees throughout the park that day but they didn't know. I also attempted to contact them on their website but they did not respond until after I was no longer in the area.

  Business response

  09/09/2024

  This Guest was contacted and assisted by a member of our Guest Experience Team. A Single Day Ticket can be upgraded to a Season Pass at any Ticket Window. To contact our team directly, please visit the Contact Us page of our website.

  Customer response

  09/09/2024

   
  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

  08/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We were provided cedar point 5 day passes because we participated in a baseball tournament at sports force park. While in cedar point, they had signs posted saying that you could upgrade today’s ticket for a gold pass for only $49. I went to the ticket office and asked for my ticket to be upgraded to the gold pass but they wouldn’t do it. They explained that since the ticket was “free” that I couldn’t upgrade it. 1) the sign says you can upgrade todays ticket not todays paid ticket 2) we had to pay highly inflated admissions into sports force park $20/entry which was explained to us is used to provide the tickets to the coaches/players. So in a sense we do pay for the tickets with our admission into the sports force parks. I am uploading just one of the advertisements shown throughout the park which states you can upgrade ticket.

  Business response

  08/29/2024

  This Guest was contacted by a member of our Guest Experience Team. Our in-park advertisements include a notice that restrictions apply. Complimentary tickets are not eligible for the current upgrade offer. Guests can reach our team directly by visiting the Contact Us page of our website.

  Customer response

  09/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I tried contacting customer service prior to submitting complaint to BBB and only received response a week after complaint was filed. 
  

  Further I am rejecting resolution because no attempt was made to resolve complaint other than state reason why they’re still not going to uphold sale they promoted and provided a statement to contact customer support which as I already explained, I attempted to previously without response from them. 
  
  Sincerely,
  
  **** *******

• Initial Complaint

  07/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In October of 2023, I received a postcard from Cedar Point that if I renewed my season pass that I would be able to bring someone for free before October 31st. I renewed the pass on October 15th then took my daughter to Cedar Point and was not given the free pass and had to pay for her admission. I was told that I would be granted a ticket for her during the 2024 season after I spoke on the issue to customer service. During the 2024 season, Cedar Point still has not granted a free ticket for this issue nor reimbursed me. I spoke with Customer Service in June and was told no and asked to speak to a manager. No one has called me back since. I want the free ticket.

  Business response

  08/06/2024

  A member of our Guest Experience team requested additional information from this Guest on 7/31/24, We invite the Guest to reply via email or call the number provided so that we can assist further.

  Customer response

  08/12/2024

  
  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

  07/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  We had high expectations for our recent visit to Cedar Point on June 8th, 2024, as it was my son's birthday weekend. Unfortunately, the experience was marred by a traumatic and potentially long-lasting incident that occurred on the Mine Ride. As we were celebrating his special day, he suffered a 1/4 inch gash above his eye after the ride jerked his head into the metal side of the cart without any cushioning or padding. This incident not only caused him physical harm but also left him traumatized. Sadly, he has been left with an indentation that will likely be permanent. What should have been a memorable moment for him turned out to be a painful and frightening experience. The ride was extremely rough and jerky, which caused my son's head to jerk into the metal side of the cart without any cushioning or padding. He suffered a 1/4 inch gash above his eye that required either stitches or glue at the emergency room. I am writing to express my deep concern about the safety of this ride. As you can imagine, my son is now traumatized by this experience and is likely to have a permanent scar as I mentioned above. Due to the jerky and roughness of this ride, all metal surfaces ought to be cushioned or padded. This should not be able to happen. I should have been able to comfortably get on this ride resting assured that my son would be safe so as long as he was strapped in properly. Perhaps for a ride this rough, a harness should be required to prevent smaller riders from being jerked all over. Additionally, we are upset because we had purchased season passes and meal plans for this year, but considering the circumstances, we may not be able to fully enjoy them as planned. I have had to remind employees several times of what happened and we have not been asked how my son is doing. One employee even insinuated it was his fault. We believe that Cedar Point is at fault for this incident, and we think it is only fair that you take responsibility for the harm caused.

  Customer response

  07/31/2024

  Please proceed 

• Initial Complaint

  07/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On December 22, 2023, I purchased a season pass for my wife ******* *****, my daughter ****** ****** and the gold meal plan add on to *******’s pass. When they went to the park a few weeks ago the meal plan was not added to the pass so they ended up paying close to $40 for food. I sent her the receipt to take to guest services to get them to add to meal plan and she was mistreated and discriminated against. I wrote to guest services and was given the runaround and the worst service by both ****** ******* and ***** ****. All I asked is for my wife to receive what we paid for and in return we received racial profiling and negative service.

  Business response

  07/27/2024

  This Guest was previously assisted by Management at Kings Dominion. The attached email receipt has been manipulated and is not authentic. The hyperlink clearly directs to the Guest's 2022 Dining Plan order. This Guest has not purchased a 2024 Dining Plan.

  Customer response

  07/29/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ********

*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. ↩