ComplaintsforWild Rivers Waterpark

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Bought tickets to attend the waterpark. Upon arrival I was told the park children pirates cove and lazy river were closed . I asked the staff. When was this decision made? Where was it posted on the website and none of the staff could give me an answer other than that they were sorry didnt speak to the manager and the staff said he was the manager. He tell me that the lazy river would open, which is something that my two year-old daughter I asked how I could proceed to a partial refund and stated I have to contact the company. This employee outright lied to me as the river never opened. I believe that he told me this because I was complaining about the lack of transparency and communication with regards to the childrens rides closing for the day. I then reached out to their customer service and was told that there was no refunds and that they had sent out an email that day before to inform customers of the closures, I asked them to provide proof of this email and they were not able to or unable or unwilling to do it.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On May 13, 2004 I purchased 2 Groupon deals for "4 Tickets to Wild Rivers for 2024 Season". I have been unable to redeem one of them. Instead, I receive an error of "Card Not Found". For the one I was able to redeem, if I try using the voucher again, I receive an error of "Pass Has Been Used the Maximum of 4 Times(s)". It's a different error so I know that the voucher with the issue has not been successfully redeemed.I have tried working with Groupon for over a week and finally they said they will not claim any responsibility. Instead, tells me I need to direct my concern to Wild Rivers instead. So I have contacted Wild Rivers on July 15 and was told IT would look into it. I tried following up on July 17 and today (July 19) and did not receive a response.Regards,-***************

• Initial Complaint

  01/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Business advertises $39 pass for any time in may or June but when went to buy online its $44business will not adjust pricingthis is false advertising!!!

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  From the owner to corporate employees to park employees, this company is shady and unethical, lacking any sort of integrity around basic business operations, specifically with regard to customer satisfaction. Corporate contact information, if you can find it, leads to disconnected phone numbers and a physical addresses that does not exist. Through my own research, I was able to find emails for the owner and management, but all inquiries went unanswered. I bought 6 twilight passes at $40 each for use at the park a week later. On the day of our visit, prices for twilight passes had fallen to $30. At the ticket office that day I was told that they were $10 less because the park closes at 6pm now, not 7pm. When I asked for a price adjustment I was told by various staff in a variety of ways that they couldnt do that. The smug tone of the canned responses didnt help matters. So I was over charged for the service they allegedly provide (paid in advance for 3 hours of park use, but only received 2 hours).Wild Rivers has a policy of no refunds and all sales are final. Certainly management knew when park hours would change at the end of summer and subsequently adjust the prices of the twilight passes. So even though we bought a week in advance, I am unclear why we werent charged in accordance with pricing reflective of soon-to-be adjusted park hours. When one purchases tickets to almost any other theme park, hotel, airline, etc that provides a service, their dynamic pricing systems work this way. Also prepaid $20 for parking, but there werent any attendants working the lot so we couldve parked for free apparently. Buyers remorse here I guess, but again the pricing model penalizes advance ticket purchasers. I should receive a refund for the overpayment of the extra hour of park use that was never obtained. At the very least, an actual decision maker should explain why thats not possible. But again, good luck reaching anyone.

• Initial Complaint

  08/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Basic principles related to customer service and business management cease to exist at Wild Rivers.There is nothing I can add to the negatives about this place that anybody who has been there doesnt already know, so its safe to say they lost a customer. This dispute goes far beyond the paltry $60-80 dollars that prompted me to report the dispute in the first place, but about that:We bought 6 twilight passes on 8/11 (plus parking, Ill get to that) for use on 8/18. $40 for each pass plus $20 parking. The day we were set to visit prices for twilight passes were only $30 since the park closed at 6pm not 7pm. Since the park itself does not answer the phone and all corporate numbers are apparently disconnected, I had to email the general info address. Here I did get replies from smug employees, and then asked to speak to a manager, and got somebody in charge named ****** who has zero business acumen, especially for a manager. But I digress. Obviously, that lead nowhere and I received more smug responses sorry no price adjustments, all sales final etc When we got there, I went to the ticket office to try to get a price adjustment and more smug responses telling me the same. So, when I purchased online for use on 8/18, why was I charged $40 in the first place if they drop to $30 when it closes at 6pm? why were they not discounted at purchase time? What kind of pricing model is that? If they dont have an algorithm that can recognize that, why no price adjustment after the fact? If ********* Airlines and ****** can do it.And about that parking. Nobody was even there to facilitate parking at 4pm, we couldve parked for free apparently. Wild Rivers basically scams advance purchasers. Terrible customer service and business model around pricing. Business advice: figure out the proper price point to Charge more for entry, especially for annual passes. That alleviates the crowd problem without affecting margins.

• Initial Complaint

  07/29/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I contacted wild rivers waterpark after I was alerted to fraud charges on my debit card. Not only was my debit card used at their water park one time but it was used 2 times and they refused to, at the very minimum, refund me the second time that it was fraudulently charged.

• Initial Complaint

  06/01/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Annual passes were advertised on the ******** page prior to sale so I purchased 5 passes at $175 each (total $875.00) on July 25, 2022. I sent a message to confirm whether the pass was valid year round (similar to our Sea World, *********** passes) and was informed it was not. They later informed me that it's not actually an "Annual Pass", it's a "Season Pass", despite what the marketing said. So on that same day (7/25/22), I requested a refund and was told I only need to send over order information to get the refund. I sent the request order info on 7/29/22. But no refund was given. After the 29th, I was subsequently told a refund was "in process" and to just wait. I am simply asking for a quick processing of the refund as was promised at the very beginning before one year has passed.I have attached the email correspondence (promising the refund but ignoring my follow up) and examples of the incorrect marketing that showed it is an annual pass.Here's the follow up I did to check on progress: (1) BY PHONE 8/10/22 spoke with ******, said refund is approved, it is coming 11/9/22 contacted, he will update refund status, ask his supervisor (2) BY EMAIL 7/29/22, 252pm sent requested order info 8/3/22 followed up to no response 8/8/22 followed up to no response again 9/15/22, 148pm followed up at no response again 11/9/22, 318pm followed up at no response again 11/17/22, 224pm sent info to ************************* - a staff who said she would give the info to her colleague handling refunds 2/27/23, 619pm followed up to *************************, no response 2/28/23, 137pm followed up customer service (reception and info), no response

• Initial Complaint

  10/21/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I bought 3 admission tickets to the Wilf Rivers water park on their online website on 10/07/2022 but, due to myself being called into work, my friend beginning her mensuration period, and another friend being away with his family, we were not able to attend. I have contacted multiple emails, numbers and even going to the water park during closing time after my shift ended to see if I can get my ticket refunded for over a week now. The phone calls were no help as it keep me on hold. The water park employee told me to contact this email **************************************** and they would be able to help me with a refund. That email was of no real help stating "*******, I will be providing you with the email of the director of hospitality. I can't issue refunds but if the director of hospitality approves, I will be more than happy to issue refund." This is controversial in that they can't refund, but they can refund like a catch 22 situation where the authority to make the refund is there but nothing is being done about it. Then the email they provided me was ******************************************** for the director of hospitality. This person told me they do not issue refunds which is bizarre because I was directed to them and their website has an email regarding refund issues. I told them another friend has gotten a refund through them and even has the bank statements to prove it, but it took them multiple weeks of contact for the Wild Rivers employees to finally process his refund. The Wild Rivers director of hospitality said they would do nothing to help me at all and now has been a few days since they have contacted me. This is deception because of the fact they said they are able to process refunds but refuse to help me at all and unfair business practices when they clearly have processed other peoples refund.

• Initial Complaint

  10/15/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I paid $210 for my family and I to go to Wild Rivers on July 2nd. Wild Rivers delayed their opening and canceled all tickets. I chose the refund request. Its been over 3 months and I continuously hear the refund is coming but nothing. Recently, they told be they dont issue refunds (my tickets were canceled). Its been a waste of my time trying to get a response/follow through from this business.

*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. ↩