Busch Gardens Tampa Human Resources Office Hours

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Accreditation

This business is not BBB Accredited

Years in Business : 62

Customer Complaints Summary

306 total complaints in the last 3 years

of those, 140 complaints were closed in last 12 months

Complaint Type
Advertising/Sales	11
Billing/Collections	41
Delivery Issues	2
Guarantee/Warranty	0
Problem with a Product or Service	252
Totals	306

10/22/2021

We purchased (3) 4-Park Gold Annual Passes in July 2021 through Busch Gardens' phone sales department. The representative went over benefits briefly including that we would receive (4) Guest Tickets annually per Gold Annual Pass. We intentionally purchased the Gold Annual Passes and not a lower tier pass so that we could use the total (12) Guest Tickets throughout the year with family and friends. We spoke to two representatives that day because we needed assistance redeeming the Guest Tickets and none of the representatives mentioned that we would lose our Guest Tickets if we did not use them by a certain date. The same day we went to Adventure Islands and used (2) Guest Tickets and have not been back since. This weekend I planned to take my elderly grandmother and other family members to Busch Gardens using the Guest Tickets. I tried to order the tickets online through the portal, but I noticed I was missing tickets. I contacted customer service and I was informed that my Guest Tickets had expired and that we should have used them before September 30th. I explained to her we were never informed of this policy nor were we notified that our Guest Tickets were expiring soon via email by Busch Gardens. The manager apologized and stated we should have been informed by the representative and there is nothing she can do. We lost (4) Guest Tickets and we are still locked in an Annual Pass contract without being able to use all of the benefits we were informed we would receive due to the false advertisement of benefits by Busch Gardens and the lack of information from the representative we purchased the Annual Passes from. Busch Gardens did not do their due diligence to notify us of such policy or regarding any policy changes. We were deceived to purchase a higher tier annual pass without the major benefit/selling point of the "Free Guest Tickets" being explained properly. We want our (4) Guest Tickets applied back to our portal or our Annual Pass contract voided.

Desired Outcome

(4) Guest Tickets applied back to our portal or our Annual Pass contract voided.

Busch Gardens Tampa Response

10/28/2021

Hello - We apologize for this confusion regarding this annual pass benefit. These Free Guest Tickets are available during specific periods each year and do not roll over between terms. If you were unable to redeem your tickets during this May to September period in 2021, you will be eligible to redeem them during this same period in 2022 until the expiration of your pass. Unfortunately, we are unable to issue Free Guest Tickets outside of their available window.

10/18/2021

I had purchased 2 single night admission ticketed and 2 front line fear tickets for Friday 10/15/21 Horror Night at Bush Gardens. In amount of $377.63 Order# XXXXXXXXXXXXXXX Because of a stomach bug symptoms I woke up to on 10/15/21 I feel it's in my best interest not to attend. I called spoke to representatives and held x2 for a supervisor. I was informed I would not be refunded. Please tell me how CDC would take this news knowing that Bush Gardens who has mass amount of people attending their event to only put people in position to either lose their money they spent on tickets or go sick and risk exposing thousands of others. Bet I could contact the media on this one. You would think they would want my future business but it seems they have very bad business practice.

Desired Outcome

Refund

Busch Gardens Tampa Response

10/26/2021

We have resolved this guest's concerns.

Customer Response

10/27/2021

(The consumer indicated he/she ACCEPTED the response from the business.) They acknowledged in an email that they will be refunded me for the unused tickets entirely.

10/08/2021

We purchased a fully paid ($192) Busch Gardens Tampa Bay silver annual pass on September 6, 2021. After going to the park, we decided to upgrade it to a gold annual pass for my husband. When he went to upgrade his pass, the agent canceled the fully paid annual pass (with 11.25 months left on it) and instead issued a new card on their monthly payment plan contract--charging us the full $248 on a monthly payment plan (which we didn't ask for) instead of the difference in cost for the upgrade. I have made two calls to their customer service line, one lasting 90 minutes and the second lasting 60 minutes, neither with any resolution. The notes from the first call were not recorded, nor would the first customer service rep give me a tracking number when I requested it. They have not responded to the email I sent a week ago to the address that the customer service agent provided. (Yes, the address was correct.) I want the $192 credited to the remaining balance of the new pass.

Desired Outcome

Billing adjustment

Busch Gardens Tampa Response

10/22/2021

This guest has been assisted with their request by our guest correspondence team.

10/07/2021

Went to Busch gardens on Oct 5 2021, paid for perfered parking , safari and a day admission well over 600.00. First the park didn't even open till 12pm and 75 percent of the park was closed. When we asked we were told it was annual maintenance. Why wouldn't you have that on the website before tickets are purchased. You couldn't even find a little stand open to purchase water. We left an hour later very disappointed. Would like a full refund.

Desired Outcome

Refund

Busch Gardens Tampa Response

10/07/2021

Our guest correspondence team has resolved this guest's concerns.

10/06/2021

I have been a seasons pass holder for Busch Gardens for at least the past five years. Approximately thirty months ago I had purchased a silver month-to-month pass, believing it would cancel itself after the year I had signed up for. A year after, I purchased a gold pass, but was continually billed for the silver pass, which I never used during that time. Upon discovering this, I contacted Busch Gardens and after a lengthy conversation on May 7th, with an employee named (sounds like) Rain, or Reen, I was told I would be refunded six months of the silver pass I had never used, and which had run concurrent with a gold pass also listed under my account. I was cautioned this may take two months, or longer, to be issued. It has now been five months, and the refund has not been issued. I called again, informing the customer service representative I was recording the call, and was told they would release the call because it was being recorded. What sort of dishonest practices are these?

Desired Outcome

Billing adjustment

Busch Gardens Tampa Response

10/07/2021

We have reached out to this guest directly to assist in resolving their concerns.

Customer Response

10/14/2021

(The consumer indicated he/she ACCEPTED the response from the business.) The funds were returned to me.

09/30/2021

On September 29 I went to push gardens Tampa bay and try to enter with my silver annual pass, And when I scanned it it popped up as confiscated. Reason being a random person use a picture of my past not physical and they deemed that fraudulent activity, accusing me of partaking in that which they have no proof of, due to it being a picture and the person answering the wrong date for my birthday. I then called customer service and they said they resolve the issue and I do not have to pay the $87 charge, but I have to go to buschgardens with my pass and ID. I then go back to buschgardens again, but I was then given the answer that I have to pay the fee and that the person on the phone with me was "incorrect" but also said that the person told me I had to pay, which makes no sense is them clearly lying. This is fraud and extortion. I pay $150 every year just to have them try to get $87 dollars from me because a situation they have no proof of. I want my pass reinstated.

Desired Outcome

I want my annual pass reinstated and the fee waived.

Busch Gardens Tampa Response

10/06/2021

Thank you for reaching out regarding this pass. Our annual passes are non-transferrable. This incident has been reviewed internally and confirmed this pass was confiscated due to misuse. Mr. ****** may reach out to the park directly for additional assistance.

09/14/2021

I purchased 1 gold pass and 3 fun passes for busch gardens and adventure island. However, after just 1 week, I'm finding that the experience was not what I was sold. My daughter is 42.75 inches. So we we're excited to purchase these passes as she was now able to ride several more rides. However, measurements are inconsistent from ride to ride and person to person. On our latest trip to Adventure Island, we waited 40 minutes for solar vortex and get to the top to be told she was too short to ride. Keep in mind, she had just rode the mat ride & had rode solar vortex on our previous visit. I asked to speak to a Mgr because it's unacceptable to expect us to go through that again. She measured her and said she was tall enough to ride. I said now what... she told me to go to guest relations and get a band indicating she was 42 inches and a quick queue pass. They said height was up to the lifeguard and there was no band. I just want to return my passes since we can't ride as expected.

Desired Outcome

Billing adjustment

Busch Gardens Tampa Response

09/26/2021

Hello - We are certainly disappointed to see you have not been able to enjoy your visits. The safety of our guests is the top priority for all of our ambassadors. We sincerely apologize for these frustrations. Unfortunately, our annual pass products are non-refundable product. We would be ***** to review your account for any available options. Could you please email our guest correspondence team for additional assistance at ********************@SeaWorld.com and include "BBB Case XXXXXXXX" in the subject line?

Customer Response

09/29/2021

(The consumer indicated he/she DID NOT accept the response from the business.) While I understand annual passes may not traditionally be refundable, given the businesses false advertisements and inconsistent measurements we did not receive the product we purchased. As a result, we are entitled to a full refund. The email address of the account is *****************@gmail.com. I will continue to communicate through here until the issue is resolved.

Busch Gardens Tampa Response

10/06/2021

As each of these products have been used multiple times and they are non-refundable, unfortunately, we are unable to honor this request. Our guest services team would be happy to provide you with some add-ons for a future visit for your family to enjoy. In order to assist with this, we ask that you reach out to our guest services team directly.

Customer Response

10/07/2021

(The consumer indicated he/she DID NOT accept the response from the business.) The business has not offered a solution. I already tried to resolve this with the park directly and they offered nothing. I'm not going to move this to customer care where the company will ignore my complaint. The resolution needs to be offered through BBB. We used our passes for less than a month until it was clear that they were not honoring their commitment/ had falsely advertised ride requirements (dangerous and illegal). We will take a pro-rated refund of $460 and to cancel the ezpay payments for the gold pass.

09/02/2021

Went to bush gardens tampa on aug 20th 2kids 2 adults no one would help us around the park. One guy told us get a ****** life hes busy. Ordered food it had hair thru it my kids wanted to get on the cheata the operator told them they cant ride they ment the hight requirements. Our time was horrible. We probably spent well over 700 the whole day tryed to call and talk to someone i get hung up on get told nothing they can do and also another worker told me not their problem

Desired Outcome

Other (requires explanation) Not Entered

Busch Gardens Tampa Response

09/07/2021

We apologize this visit fell so far below expectations! We would be happy to assist further. Could you please email our guest correspondence team at ********************************* and include "BBB Case XXXXXXXX" in the subject line and include your ticket information so that they may assist further?

08/27/2021

Busch Gardens has charge me 3 months for ezpay annual pass which i was under the impression was an ANNUAL PASS. They secretly continue charging you after the year is over in hopes you wont catch it. Then they refuse to refund. We have gone several years and would love to go again with our kids in the near future but will not support a business that steals from their customers through fine print agreements. They can clearly see we didn't go after our passes expired as we didnt even know they were still active. My wifi is 3 months pregnant and there's no way we would renew this year. I just want a refund and for them to make customers aware...

Desired Outcome

Refund

Busch Gardens Tampa Response

09/03/2021

We certainly apologize for this confusion and disappointment regarding your EZPay account. Based on your EZPay contract accepted at the time of purchase, once your 12 month commitment has been completed your passes automatically renew on a month to month basis until you request to cancel. We would be happy to review your account in particular. Could you please email us with your passmember information at ********************@Seaworld.com and include "BBB Case XXXXXXXX" in the subject line so that our guest correspondence team may assist further?

08/24/2021

In the fall of 2019 Busch Gardens announced a conversion of the wooden idle roller coaster Gwazi into the steel roller coaster Iron Gwazi with Rocky Mountain Construction being commissioned to perform the construction. With the obvious impacts to the industry with the 2020 closures the ride was pushed to Spring 2021. Busch Gardens Tampa in conjunction with other Seaworld Parks including Seaworld Orlando, Busch Gardens Williamsburg, and Seaworld San Diego all advertised new attractions for the 2021 and sought to capitalize with these rides in the form of presale tickets and season passes. I purchased a pass for Busch Gardens Tampa and Seaworld Orlando with the expectation that these rides would in fact open as advertised. Iron Gwazi and Icebreaker in Orlando are fully operational as has been evidenced by numerous test runs with employees and empty cars. Throughout the process Busch Gardens and Seaworld were extremely vague and offered no statements on openings or reasons behind delays.

Desired Outcome

Contact by the business

Busch Gardens Tampa Response

08/31/2021

As announced on August 23rd, we're excited to open Iron Gwazi in March 2022 and active Pass Members will have exclusive ride time. Stay tuned to our social channels as we'll be sharing more details and exclusives for our active Pass Members in the coming weeks. We thank our fans for their patience. Pass Members & Fun Card holders who purchased on or after September 6th, 2019 and are no longer active at the time of Iron Gwazi's opening will receive the opportunity to ride during a pre-selected time period. To register for this benefit, please email us at ********************@SeaWorld.com and we will be happy to provide you with the link.

Customer Response

08/31/2021

(The consumer indicated he/she DID NOT accept the response from the business.) I get the emails and I've seen the press releases. This cookie cutter copy and paste response does nothing to address the false advertising used during the 2021 solicitation of season passes which heavily featured the now standing but not operating roller coasters. Furthermore, it fails to provide any explanation for the delays when the roller coasters has been operational since March of 2020. I feel like the delay is to solicit more season ticket sales for the 2022 season. Why the ambiguity concerning the " exclusive ride time"? Since it is to include lapsed pass holders, it's clearly going to be either before or after park hours and does nothing to assuage my disappointment.

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Busch Gardens Tampa Human Resources Office Hours

Source: https://www.bbb.org/us/fl/tampa/profile/amusement-parks/busch-gardens-tampa-0653-15444/complaints

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