ComplaintsforHerco, Inc

• Initial Complaint

  10/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello I found it hard to write this as my family has always loved hershey from back when my parents took my brother & I. I am continuing the tradition with my own family of 4 now. Some of my best memories were made spending time at the Hershey resorts and park with my family when I was growing up but I have to reach out, I know you will understand. We have been going through a tough time but still wanted to bring our little trick or treaters to Halloween. This year we needed to opt for the cheaper night pass as it made the trip more affordable. As the kids were so excited and as parents its a feeling you just love- hershey has that quality- almost like ******* vision continues. It pains me to say that my visit on the 7th of October was one of my worse. When we arrived at 6:30 pm we noticed very few rides open for my small children. We werent aware there would be limited rides, they kind of opened and closed randomly. I spoke with some employees and they told me the park was under staffed tonight. They said it causes the same stresses for them. I understand of course but when we got to the trick or treat section & saw it closed at 8pm (we did not know this) & had to tell our kids to their tears, it was hard. I wasnt aware of the trick or treat section closing early on a Saturday in October. My kids got to ride only a few rides and that was the extent of their big Halloween treat. Most of the kid rides were closed (& if your staffing was short I can understand that you would want the staff at the larger attractions) but it made for a really sad night for my family. I know we didn't spend a fortune just the night tickets, some food & stuffed animals but is there any way due to this staffing, lack of smaller attractions open & trick or treat hours we could get return vouchers? I don't think we could return this year but just would appreciate anything you could do. If you could see the joy on my sons face with his new chocolate man toy, priceless!

  Business response

  10/09/2023

  Hello, 

  Guest was contacted and offered compensation. 

  Customer response

  10/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  I would like to thank HERCO for being sure my time spent with them was sweet. 

  Regards,

  *********************

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 27th I went to the Hershey park stadium for a concert event to see the *** *** ****** *******.The stadium security staffs attitudes were highly unexceptable they were bullying people to the point people were throwing there pocketbooks in the trash demanding them to walk back to there cars to put belongings in they were telling people such as myself that they don’t have time for this.me and my daughter had to walk back to the vehicle to drop off her bag then walk back upon entering the stadium there were plastic flooring that people as per myself were tripping over unsanitary filthy fold chairs that looked like they weren’t cleaned in years.with rust all over them.no medical staff present in the venue at all unsafe practices godforbid someone passed out it would take hours for someone to get to them or if someone choked being a medical professional myself this was appalling to witness.upon leaving the concert there were no staff direction people were pushing eachother threw the exits almost getting trampled there was lack of staff extremely unprofessional and rude staff I’m sorry Hershey stadium did not have enough to keep that venue safe and fully staffed properly it was my daughters 14th birthday and it had to be ruined because of unprofessional and rude staff members filthy chairs plastic flooring everyone was tripping on a no medical staff in sight im disgusted on the safety measures that the stadium failed to take.I’m asking a call back and resolution to his and upon leaving the stadium it took 2 hours to get out again lack of direction because there was no staff direction. I’m asking a resolution it’s unfair.

  Business response

  09/30/2023

  Thank you for speaking with our a member of our team today. We hope to see you again at Hersherypark!

  Business response

  09/30/2023

  Guest was contacted and agreement was formulated. 

  Customer response

  10/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:I received a call on Saturday September 30th at 1:45pm from a lady name ******** she was from the security team she and I had a discussion regarding the complaint and what had taken place she offered us Hershey park tickets for our troubles and she told me she was going to reach out to the merchandise area as well to see what she could do since my daughters birthday was ruined because all that had happened at the stadium. She said she would send an email to me in which had the tickets attached to it she never compiled in which she was promised to do. But later that evening I spoke to my husband and he told me absolutely not were not going to except a one day ticket to Hershey they should be ashamed of themselves for such offerings my husband and I are asking 2 season passes to the park and one day pass so 3 all together my husband also said he would like for them then to honor a little more than what the offer originally was. And now security is failing to honor what was spoken about or anything they have not been responsive in which was a promised offer. We received no emails or no phone call touching base. I did call and leave numerous messages for ******** as well.And her teammate took a message twice for her her name is ***********.that’s why I’m declining the business response. 
  
  Regards,
  
  ***********************
  

  Business response

  10/06/2023

  Hello, 

  Guest will be contacted by Hersheypark again to discuss the options previously offered. 

• Initial Complaint

  06/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We visited Hershey Park on Saturday June 17, 2023 with some of my grandsons hockey team that were in PA for a national hockey tournamet. The players we went with only paid 60 dollars and as you can see on the receipt we were charged over 100 dollars more. That is so upsetting and very unfair. There is no way we should have paid more and we were treated terribly. I will be looking forward to getting a refund, not gift certificates as we do not live near Hershey or plan on going back anytime soon. Thank you. ****

  Business response

  07/06/2023

  Called guest and discussed online rate and walkup rate pricing. Guest was sold the proper ticket for a walkup order. 

• Initial Complaint

  06/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The events took place on 06/17/2023. I purchased three all day admission passes and two all day dining and drinks passes and a parking pass. We arrived to the park around 10:30am and began walking around as this was all our first time going to the park. We got on two rides when my fiancé nose began to bleed heavily I performed first aid as I’m certified and the bleeding pursued for 15 mins heavy before I could get it to clot. After getting it to clot we decided he should go to urgent care/ER. I ran ahead to guest services to see if we could get our passes moved to another day due to his illness. I was then told he had to see their first aid to see if it was serious enough to get the tickets moved. I wanted him to see a doctor not receive 1st aid again. I had to leave as I needed to get him to real medical attention. I didn’t want a refund for anything just to move the date. They would not compromise or try and help the situation. The manger even walked away while she left the girl to help me but she was confused as to what to do as well. I am disgusted that they don’t put their customers safety at #1. Instead they check boxes to see if his illness rose to the occasion. Not once did they ask if he was okay or in need of assistance just spoke in circles and seemed they didn’t know what the actual policy was. I will have the medical documents to prove we did go to the doctors once he is done being seen today.

  Business response

  06/24/2023

  Security Leadership contacted ******* and discussed her concerns.  We have invited her pack to the park and look forward to seeing her soon!

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our family purchased 6 season passes which included 2 king passes. The intention was for my wife to have a king pass (*******************************) and our daughter (***************************). However, during the purchase process despite our belief that we correctly assigned it to ******* the one King Pass was assigned to me. This is a issue for us because my work will not allow me to join my family as often as they go so there is zero benefit for me to have the pass. This problem was discovered yesterday while at the Smokehouse food stand when we attempted to get drinks. The employees at the stand said they have seen this before and that guest services can switch it to the correct person which would completely fix the proble. As we were leaving the park we visited guest services and were told something completely different and that we needed to purchase another king pass which is completely ridiculous. I honestly believe that there was some sort of error with the online pass ordering originally but that's not anything I can prove or disprove so it really just boils down to our desire to see Hershey Park do the right thing. They aren't losing any money nor are we asking for any money. Just make the change we're requesting and then everyone continues to be happy. We were told this could be done without a problem and now we're finding that less true and Hershey asking for more money. It is not a good look. We have been loyal season pass holders for multiple years. There is no reason we need to be Hershey Park Sad when as simple change keeps everyone Hershey Park happy.

  Business response

  06/05/2023

  Guest Experience Leadership contacted ***** to discuss his concern.  Based on the terms and conditions of the products that the Guest purchased and redeemed, our initial response was to decline the Guest's request.  However, upon further review of the request and correspondence with *****, we were able to come to an agreement that was satisfactory for ***** and his family.  We look forward to seeing ***** and his family back at the park soon!

• Initial Complaint

  05/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  II bought a season pass for HersheyPark, which was advertised to include an "Appreciation Bag." My daughter used her complimentary pass that came with her season pass to bring me along so we could both receive the promised "Appreciation Bag." After waiting in line for about an hour, we were informed by *** that my daughter needed to pay a significant additional amount to obtain the supposed "Appreciation Bag." This was disappointing as it was presented as a benefit of having a season pass. I have made multiple attempts to contact Hershey's customer service, but I have yet to receive a satisfactory response regarding their misleading advertising and deceptive tactics involving a minor.

  Business response

  06/10/2023

  Guest Experience Leadership reached out to **************** to apologize for the misunderstanding and have extended the offer to invite him back to the park for another visit.  **************** was contacted on two (2) occasions without response, but his offer will be documented, and we hope that he will come back to visit with his family again soon!

• Initial Complaint

  01/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On December 31, 2022, we were attempting to use our bonus vouchers in the Hershey Supply Company store. We had three $20 vouchers and the cashier was having issues scanning the barcode on each one. As it was nearing store closing and there were several others waiting to checkout, we were told to contact Guest Relations in the morning to sort out the issue, since they were already closed at the park.I contacted Guest Relations at 10:00am on January 1, 2023 and was told that nothing could be done over the phone to resolve the issue. We would need to go the Hershey Supply Company store again, speak to a manager, and see if "possibly" anything could be done, considering the vouchers were now expired. We asked for a temporary extension of the expiration date so that we could make the trip (a two-hour drive one-way) and finish our purchase and were told, again, that nothing could be done over the phone.As a soon-to-be three-year season passholder, I was very disappointed in the way Hershey handled this matter. We were planning to purchase a lot more merchandise beyond the $60 in vouchers, including money my 7-year-old daughter received for Christmas. She was very upset, and we kept assuring her that the issue would be resolved, and we would return to purchase the items. Unfortunately, that did not happen.We would like Hershey to extend the expiration date, which will allow us to return at a future date to purchase the items.

  Business response

  02/16/2023

  Hersheypark Retail Leadership looked into the mentioned technical difficulties redeeming this guest's vouchers on 12/31/22 and have contacted the guest resolving the issue.

• Initial Complaint

  11/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Lack of/false information on the website which led to buying tickets for unusable dates. Bought tickets on 9/13 to use on Mon. Oct. 17 and Tues. Oct. 18. Nothing in the ticket purchase process says that the park is closed during the week. The only mention of dates is "the public operating schedule". All throughout the ticket process is states, "Tickets valid any public operating day through Jan. 1, 2023.", and the term "public operating schedule". Finally I found dates referenced under the "details" link that states, "All tickets are valid any day during the 2022 public operating schedule (April 2, 2022 - January 1, 2023)." I think this obviously means that the "public operating schedule" is any day between April 2, 2022 - January 1, 2023, right? WRONG! You would think the park is opened everyday between those dates, but they are closed during the week. Lack of information? You can only get that information on the hours tab (which there is no reference to in the ticket process and no mention to even check it before purchase). Once we were at the park and arrived at a CLOSED park, we tried to ask for a refund, but there are no refunds. I emailed customer service one we got home, but they said the same. I just got around to calling and spoke with 3 managers, who "completely understood my frustration" but still would not give a refund, because thats what it says on the ticket. Although I got out of them that they have given refunds in the past, just not for this circumstance. They did extend the tickets to be able to be used next year, but its not just the cost of the tickets, its affording another trip, hotel, food gas etc. We won't be able to go next year so now we have to rely on selling the tickets instead of simply getting a refund due to false information on their site. $440.30 they can just take from people. I wonder how many others this has happened to, because we know of 2 just ourselves.

  Business response

  12/12/2022

  As ************** stated, he did discuss this matter with multiple members of the Guest Services Management team. At no place, nor in the screenshots displayed, does it say Hersheypark offers daily operation. We have, and continue to have periods of the year where we are open just weekends (Spring, Fall, and Early Winter) as well as peak season where we are open 7-Days a week. Our park does have a posted calendar to ensure guests are aware of our public operating hours which is listed under the "Hours" section of our website. We try to keep this area as accessible to all guests as possible as it only takes two actions to get to from our Hersheypark.com homepage. 1. Hover over "Info" 2. Click "Hours."
  
  As also mentioned, our team has offered to extend Mr. Burns' tickets, as a resolution, to give him and his family time to plan a return trip. Tickets, as shown in the attached photo "HersheyTickets Policy Footer" are non-refundable. 
  
  We are still happy to provide the ticket extension offered if requested by 12/31/2022.

  
  

  Customer response

  12/12/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  Even though there is an "Hours" Tab as they stated at the top of the page... no where in the actual ticket purchase process does it say to "check the Hours tab" or anything similar to ensure the park is open.  The ONLY information that is actually on the ticket purchase page, states "All tickets are valid any day during the 2022 public operating schedule (April 2, 2022 - January 1, 2023).  I'm not sure how else this could be taken other than those are the dates Hershey is open... and looks like its closed between January and March.  Without knowing that you need to check the hours tab, I think this MISLEADING information is set up in a poor way for purchasers.
  
  A second note is that unless you are familiar with the Hershey "Seasons", it is still confusing.  After visiting the park, realizing our tickets were invalid during the week, then going back home and checking how I could have possibly made this mistake on the site... I had to check this process. Even the aforementioned "Hours" tab doesn't simply state that the Hershey Amusement park is closed.  It says "Hersheypark Halloween" and now "Hersheypark Christmas Candylane" is open or closed.  More confusing information.  How is someone who hasn't been to Hershey supposed to know these aren't special Holiday events... and not simply the Amusement park.  The more I looked into it, the more confusing it became.  Either this is a very clever marketing scheme, or someone simply needs to do a better job communicating and linking together the information needed to make an informed decision.
  
  So even though it stated the tickets are Non-refundable... I think the matter needs attention.  It's not like I simply couldn't visit for some reason.  Then it would be a reasonable non-refundable term.  Because the website and purchase process is misleading this requires attention and I think I am due a refund.  As stated previously, I cannot make another trip to Hershey anytime soon as we put a lot into this trip.  So the tickets which are good until next year requires booking a hotel, time off from work, food and other travel expenses.  Not to mention the extra expenses incurred this time since we had to fill up our days while we were there.

  Regards,
  
  *************************

  Business response

  12/21/2022

  Hello,

  After talking to this guest we have resolved this concern pending return of the previous compensation that was issued at-park.

  Hersheypark Guest Experience

  Customer response

  01/06/2023

  I spoke with them today and received my  refund. ?? They considered this making an exception for me. ?????
  
  I still think their website needs to explain the details better during the purchase process and I hope they took my complaint seriously to address the website purchase process, not simply to just resolve the BBB complaint and get it off their record. 
  
  You can consider this resolved. Thanks for your help. 
  

  
  

• Initial Complaint

  10/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They are refusing to issue a refund after I expressed my horrendous experience at Hershey Park. We stood in line to enter for close to 40 minutes. Then another 40 minutes food food, which had a hair in it. There were too many people in the park, it was impossible to walk around so we left. We didnt do anything else but wait in line for food and they are refusing to issue a refund. The staff was very rude, event told me to be quiet when I was expressing my disgust. A lot of people were coughing and no one had masks on. Disgusting. I want my money back.

  Business response

  12/12/2022

  During this guest's visit, and after visit, we have offered multiple forms of resolution to assist the guest and their party.

  
  

  The guest was offered and did receive a refund of $45.32 for the meal of concern after discussing with the Foods Manager on Duty on Site. The guest was offered three vouchers to return on a quieter day at the park. This offer was reiterated and declined when our team followed up with the guest one week later. While we understand the guest's family members had a difficult time with the crowds, we also offered to assist her family with accommodations throughout the park as the concerns expressed met the conditions for our Accessibility Program.

  
  

  As these tickets are non refundable the offer of the return visit tickets and assistance in using our Accessibility Program on your return visit are still available through 2022 as offered originally by our Manager on Duty. 

  Business response

  12/15/2022

  Hello,

  As we always strive to do, we offered multiple recovery options while you were still here at Hersheypark. Our F&B Leadership leadership offered a refund for you meal as mentioned, and we offered return vouchers to return on a less crowded day in the future. Additionally, accommodation options were personally offered to assist better navigating our park due to specific family needs. We do realize our park does get busy, especially on a Saturday, this voucher allows for a second visit on a weekday or Sunday with less crowds. 

  Consistent with our original response, we will not be providing further refund and are happy to still offer your party the return vouchers.

  Hersheypark Guest Services

  Customer response

  12/16/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  It’s the same response as before and the parks refuse to change their policies or guarantee a safer park experiene, even if we come back.  do not live in PA. I hope you change your policies for future park goers and explain in detail how you will make this right as a refund is not an options 
  
  Regards,
  
  *** ****
  

• Initial Complaint

  09/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Me and my wife went there yesterday september 1st. We were treated like trash. First they thought our tickets were not valid then after 40 minutes they realized they were valid then they didnt think I was a veteran then they realized I was. Also the food and rides were horrible. I want a full refund or two free tickets. Thank you

*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. ↩