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Business Profile

Family Entertainment

Stone Mountain Park

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Family Entertainment.

Complaints

This profile includes complaints for Stone Mountain Park's headquarters and its corporate-owned locations. To view all corporate locations, see

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Stone Mountain Park has 2 locations, listed below.

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    Customer Complaints Summary

    • 10 total complaints in the last 3 years.
    • 5 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/04/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Parents visiting out of town bough 5 adult VIP tix, 2 kids tix, and two parking passes. 4pm day of get email that part of event cancelled due to weather the snow village which was reason for going with kids and grandparents. Tried calling for two hours no answer. Spoke to someone next day after over a hour and they advised would get full refund. What I received was partial refund for area that was closed. Called again and story changed that they cant give refunds even for my parents and 2nd parking passes even though they dont even live in the state. For a few mins they even had audacity to say I used tickets but then corrected themselves. They say I can go to other events but thats now what I paid for and all the other events tickets are at lower cost so they are trying to pull a fast one. I simply want a refund for a even they cancelled.

    • Initial Complaint

      Date:10/06/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      #********-1730926 I RECENTLY VISITED THE PARK SATURDAY 10/5/2024 FOR THE PUMPKIN FEST. I PIAD $200 AND OVER $150 IN THE PARK AND WAS HIGHLY DISAPPOINTED. WHAT IS ADVERTISED ON THE SITE/PROMO VIDEOS WAS NOT IN THE PARK. MY CHILDREN WERE HIGHLY DISAPPOINTED . MY FAMILY DROVE 3.5 HOURS TO ATTEND THE FESTIVAL AND WAS DISAPPOINTED. I DONT KNOW IF I CAME ON THE WRONG DAY OR WHAT. THE PARADE WAS DISAPPOINTING. NOT MANY ACTIVITIES FOR VIP EITHER . KIDS LEFT ***.

    • Initial Complaint

      Date:07/31/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      7-30-24 Light show was canceled Was told we would get a refund and they won't honor it $60,00 and $20.00 parking Now won't refund.

    • Initial Complaint

      Date:07/15/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am writing to formally request a refund for our recent visit to Stone Mountain Park due to a deeply traumatic experience we endured on the Skyride.On July 9,2024 my family and I were on the Skyride when, upon reaching the top of the mountain, the tram malfunctioned. We were stuck inside the building for an extended period while attempts were made to fix the issue. Unfortunately, it began to rain, further delaying any resolution.After waiting for approximately three hours with no progress, we were advised to walk down the mountain. However, with small children in our group, the rain-soaked and slippery conditions made this option extremely unsafe. We witnessed multiple people falling, and it was clear that descending on foot was not a viable solution.We returned to the building and waited another two hours. During this time, I reached out to family and friends to contact Stone Mountain Park on our behalf, as we were receiving no information on how we would safely get down the mountain. The lack of communication and uncertainty added to the distress.After five hours, we were finally able to descend, but this entire ordeal left my family, including my young children, extremely uncomfortable and anxious. Additionally, we had no access to food during this period, exacerbating the situation.Upon our descent, I requested a refund due to the unacceptable experience but was informed that refunds are not provided. Given the significant distress and safety concerns we faced, I find this response wholly inadequate.I am requesting a full refund for our visit on July ****** as compensation for the distress and inconvenience caused. We believe this is the least that can be done to address the unacceptable situation we experienced.

    • Initial Complaint

      Date:07/06/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On July 4, 2023 I purchased 2 VIP passes to attend the 4th of July laser light show fireworks at Stone Mountain Park in Stone Mountain Park outside of *******. We drove there to arrive at 8:30, about an hour before the outdoor show. However, there was a digital sign at the entrance saying the Park was closed until 10:00pm (after the show would be over). So along with hundreds of other cars drove around until then. When approaching the entrance a second time the digital sign now said the park was closed due to capacity. So we went home about 11:00 after driving around the park about 3 hours along with hundreds of others. No 4th of July celebration! Next day I called the park and was told no refunds. They sold more tickets than their capacity. Next day ******* said no refunds. They were re-runnng the show the next day but that is not a holiday so no possibility to attend. Please help recover the ticket price.

    • Initial Complaint

      Date:03/03/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My family first came through the park on October 29, 2022. We showed the barcode we were sent for our parking at the booth and only received a map in return. We did not know at the time we were supposed to receive a parking sticker once we first arrived. When we next returned to the park on December 17, 2022 we showed the barcode again (assuming that we just showed it every time we came through) we were told then we were supposed to get a parking sticker and though they would let us in that day the manager would have to check the cameras and call us back. Though then it left a bad taste in our mouths that they were implying we might have lied by having to check the cameras, we easily agreed as we knew the situation and what they would find. Two, then three weeks passed and I never received a call from said manager. Given the holidays, I was unbothered at the time but I made my first call to the park on January 11, 2023. The representative on the phone seemed very unknowing of my situation, took my information for the manager again and said they would give me a call. They never did again. On February 23, 2023 I called a second time. This time I spoke with a representative who worked in the parking booth and told me seeing as how even the second time I came through the park was one month after the first time, there would have been no way for the cameras to be viewed and without viewing the cameras they would not give me a parking sticker as some people do lie and thats just their policy. I was told I could try to come through the park and hope theres a manager there to speak to. I was told my only option was to re-purchase the parking pass, that they were currently offering a discount on for $30 instead of $40. I take no issue with this specific rep but I find this customer service policy to be the worst Ive ever encountered. I dont want to re-purchase the parking pass that was a birthday gift to my children. I want the parking sticker I paid for.

    • Initial Complaint

      Date:10/13/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      As a person of color, I am writing to inform you of an incident my wife and I incurred at the Stone Mountain Park ** ********. We have camped over time at the ** campsite for many years bi-annually. On October 2021, we encountered a couple (seemingly racial) situations from the white ******** Manager (****) by persistently harassing me to unjustly relocate from my reserved, assigned and paid site lot to a different inferior lot a day after our check-in. Also, after notifying the office about the cable TV malfunctioning, a white *********** Worker came to our ** and stated that I did not need to be watching *** anyway. During check-out, I submitted a yellow campsite feedback card complaining about the incidents and immediately informed the main office via Stone Mountain's website. I requested a response but to no avail. As a result of no response from any Staff, we felt very uncomfortable and canceled our March 2022 and October 2022 reservations as this information indicates. I sincerely believe that we provided them considerable ample time to provide us a sincere response. We are very disappointed that the Stone Mountain Management Team have been very reluctant to address this matter or show any sensitive concern to us as frequent patrons. I am hoping that this complaint captures your attention enough to communicate with the Stone Mountain Management Team that this type of behavior is blatantly wrong and unacceptable. Thank you for your time and consideration with this issue.

    • Initial Complaint

      Date:06/27/2022

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On January 2020, we bought the *** STONE MOUNTAIN yearly pass for five members . It costed us 560$. We didnt use it once due to Corona virus at that time. We were sure that the Stone Mountain will do a full refund to us because They closed everything and we were scared to go. I called several times to ask for refund but nobody even answer the phone. I tried to make a deal with them to even renew our *** cards to 2022 so we can go and enjoy the Stone Mountain attractions, but no response.I kept calling but no reply. Its really disappointed us. Everyone were referring me to a different department. On ********************************************************************* touch with anyone. I Finally found this page and read some cases like mine. I really appreciate your understanding and hope to help me with this issues. Safa

    • Initial Complaint

      Date:06/01/2022

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Was going to stone mountain on 5-29-2022 Bought tickets for $72.75 for day passes Find out you have to buy extra tickets for the Laser show so I tried getting a refund and no reply back. Sent 5 emails and called twice about this HEAL846353 is one confirmation number HEAL846370 is the second confirmation number Never went due to a change in business practices and didn't see it on the website until I had to look for it.Will not call me or email me back

    Stone Mountain Park is NOT a BBB Accredited Business.

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