Complaints

• Initial Complaint

  01/13/2025

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Traveled to Ober mountain on 1/4/2025 from SC. Arrived at 11:50 with reservations at 5PM.Tried parking in the lot but it was full so we went to the tram. Purchased tickets/wristbands in advance for a total price of $487.28. Waited in line for tickets for over an hour, I left my husband and 2 children in line to go see if I could get in line for the tram while he waited for our tickets. The line was so long you could not even see where it started. The line zig zagged through the building, out the door, to the street then all the way back up to the building and around. We then became concerned about the top of the mountain being too overcrowded. After overhearing another family say they are providing refunds, I left the tram line and went to the information desk where an employee told me that they were making exceptions for refunds due to excessive wait times and all we would need to do is email [email protected] with our order number and a refund in full will be provided. I went over to another employee standing by the tram line and asked them and he said the same thing. Went back to line when it was our turn in line to get our tickets and we then asked this employee if she was 100% sure if we would receive a refund and she said the same thing as the other employees. We did not want to leave the line if she was not 100% sure but she told us not to worry she was sure. I followed instructions and left. The following Tuesday I called the office and spoke to a lady in the office who also said that refunds were being processed but there were so many of them she was only able to make it through 12/31 and she was off for the next two days but would get right back to it when she returned and "not to worry". I called again on Friday. I received an email from Corrina ******* (Director of Marketing) stating that the excessive wait times were due to peak holiday times and they had a no refund policy so she wouldnt be providing a refund but she could give me a return voucher.

• Initial Complaint

  01/02/2025

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Thinking we’d arrived an hour before our scheduled snowtubing time slot. My family waited for an hour and a half in the car to enter the parking area, we were told the parking was full and to turn around and go home because they were sold out and overbooked for Christmas. Meanwhile, we just needed parking because our tickets had already been purchased for snowtubing. This came out of the parking attendants mouth. Another guy told us we could try going to Downtown Gatlinburg to park and come up the mountain. We drove there and found parking, only to realize we’d been standing in the wrong line for 30 minutes. The communication is awful here. There is no direction for customers. Folks are just standing in lines thinking they are waiting for one thing but not realizing it’s the wrong thing. Once we found a customer service agent, she said the wait to get our wristbands was about an hour and a half and the wait to get on the actual tram was 2 hours. By this time it was way past our time slot because of the parking wait. This business lacks communication skills to its customers and efficiency in logistics for its customers.

• Initial Complaint

  12/30/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We purchased five passes for Ober Mountain activities for December 25. The website promised the ability to enjoy a variety of activities including a mountain coaster, ice skating, scenic chairlift, rock climbing, and more. The cost for these passes was $398.55. Ober Mountain dramatically oversold passes and as a result we were able to participate in NO activities. The mountain was so overcrowded we simply waited in line for four hours for a mountain coaster that then closed earlier than the promised 5PM closing time. It took us 2.5 hours to enter the activity zone, and then we needed another 1 hour to leave the park. Ober Mountain knowingly sold more passes than its capacity allowed in a clear fraud. A grocery store cannot sell 10000 turkeys if it only has 50 in stock, and then expect to keep all the money for the turkeys it sold that it doesnt intend to provide its customers. But that is essentially what Ober Mountain has done: It sells an unlimited number of activity bracelets, collecting money from all, but then doesn't maintain enough capacity to provide activities for people like us who paid money to access the mountain.

• Initial Complaint

  12/30/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased 5 passes for snowtubing on 12/13 for use on 12/22 at 11:00. I spent a total of $266.45 after taxes and fees. We arrived within .03 miles of Ober and was sitting in standstill traffic waiting to park for over 45 minutes. I called several times to make sure we wouldn’t have any issues with our time slot since we had no control over the parking and traffic at the establishment. I got no answer after being transferred to guest services multiple times. I asked the parking attendant prior to paying $20.00 to park. Once parked we waited on one operating shuttle. Inside I asked about the ticket line and was told we had to enter it even if we had already purchased tickets, this was another 25-30 minute wait. We were finally seen and told we had to go to another location for tubing. We were then routed again and finally made it to the tubing check in only to be told our tickets would not be honored since time had past. As a consumer and guest who came from Texas to Gatlinburg and planned accordingly - there was no accommodations from Ober due to their inefficient processes and lack of customer service. The tubing was not crowded or fully in use as multiple tubes were stacked up and lanes were open. We were directed to guest services and told nothing could be done to call later. I was given an email and told nothing refund would be issued. And that we should arrived earlier. Even though we did arrive early only to sit for almost an hour. Reading Google reviews this is a common issue where people are paying and not getting to experience what they actually paid for.

• Initial Complaint

  12/27/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Business seems to be selling unlimited quantity of wristbands which allegedly entitles recipient to do multiple activities on the mountain. However, they are selling tickets to more people than they can reasonably accommodate, resulting in ridiculous lines to get up the mountain and for each activity, such that it's impossible to do all the activities advertised as included in the wristband or even multiple. The mountain coaster had a multi-hour wait. The accommodations in the bathroom were unsanitary without toilet paper or soap that were not being checked on or cleaned

• Initial Complaint

  12/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We visited Ober Gatlinburg this past Tuesday as we do every year. We are extremely disappointed with our visit and it was our worst experience there ever!!!  We spent $50 each for these "unlimited wristbands" Our main reason for the visit was for the coaster, the bumper cars and the wildlife exhibit. Kids were very excited for this only to be let down as the coaster was closed, there were no bumper cars and we did not see a single animal in the exhibit!!! Talk about a rip off and misleading!! We would have not gone at all if we knew these things prior to purchasing tickets!!  If things are closed you have to let customers know this!!!  This is bad business on your alls part!!!    You can't take people's money and not give what they paid for!!  Fake advertising!! If something is closed you have to let people know prior to purchasing what you're advertising! This absolutely needs to be addressed!  You all basically stole our hard earned money! Jason ****  Visited 12/19/2023

  Business response

  12/28/2023

  I have communicated with this guest and processed a refund. We offered the guest a return voucher as well. The guest is now happy and satisfied.

  This is the email feed.

  .

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

  from
  

  Thank you!  We truly appreciate your help!  Ober is a family tradition of ours and has been for several generations. 
  
  Last four digits of card * ****
  
  Address:
  
  ***** **** **** ******* ***** *** ******* ** *****
  
  Thank You and Merry Christmas!
  ***** ****
  
  
  
  Sent from my Verizon, Samsung Galaxy smartphone
  
  
  -------- Original message --------
  From: Corrina Gilliam <[email protected]>
  Date: 12/22/23 3:37 PM (GMT-05:00)
  To: [email protected]
  Subject: RE: Wristbands
  
  Thank you for your email.
  
  Emails such as yours helps us be the best that we can be.
  We are sorry that the activities that you wanted to participate in were closed during your visit.
  The Ice Bumper Cars are taken off the Ice during holiday periods to accommodate for the large amount of guests wanting to ice skate. The wildlife encounter is hard because the animals tend to hide when its cold. Our coaster was not open that day until 1pm due to a company doing some type of construction above the coaster and throwing debris on the track. We got that open at 1pm and extended sales until 6pm.
  
  We never want anyone to feel as though they did not get their moneys worth.
  The tram ride is $29 by itself, the activities are $20 more for $49 total. This was done in case any activities could not open for any reason, you would still get your moneys worth.
  
  This is the prices for the other activities.
  Scenic Chairlift, Coaster, Ice Skating, Wildlife Encounter $20
  Ice Bumper Cars $10
  Snow  Zone $10
  Carousel $5
  
  So if everything is open, this is a deal.
  
  We want to offer you a refund, we never want to lose a guest. We want to gain and have families grow and come each year.
  We have so many families that the grandparents came here when they were young brought their kids, now their kids are bringing theirs.
  
  Please reply with your confirmation number or last 4 of the card used if purchased onsite.
  Then will get your refund process started.
  
  I also want to offer you a return voucher (that does not expire) to come back and enjoy Ober. Please give me an address to send that to.
  
  Thank you,
  
  Corrina Gilliam
  Director of Marketing
  1001 Parkway, Suite 2
  Gatlinburg, TN 37738
  (865) 436-5423 ext. 104
  [email protected]
  obergatlinburg.com
  
  
  
  From: Switchboard <[email protected]>
  Sent: Friday, December 22, 2023 1:17 PM
  To: Corrina Gilliam <[email protected]>
  Subject: FW: Wristbands
  
  
  
  From: jason112173 <[email protected]>
  Sent: Friday, December 22, 2023 10:39 AM
  To: Switchboard <[email protected]>
  Subject: Wristbands
  
  
  
  We visited you all this past Tuesday as we do every year. We are extremely disappointed with our vist and it was our worst experience there ever!!!  We spent $50 each for these "unlimited wristbands" Our main reason for the visit was for the coaster, the bumper cars and the wildlife exhibit. Kids were very excited for this only to be let down as the coaster was closed, there were no bumper cars and we did not see a single animal in the exhibit!!! Talk about a rip off and misleading!! We would have not gone at all if we knew these things prior to purchasing tickets!!  If things are closed you have to let customers know this!!!  This is bad business on your alls part!!!    You can't take people's money and not give what they paid for!!   This absolutely needs to be addressed!  You all basically stole our hard earned money! I wanted to contact you all directly first to give you all the chance to make this right before taking other avenues. 
  
  Jason Kahl
  Visited 12/19/2023

  Customer response

  12/28/2023

  Still waiting on a refund.

  Business response

  12/28/2023

  This has been refunded.

  Please allow 7-10 days for processing.

   

*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. ↩