Complaints

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.

• Initial Complaint

  Date:01/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 Jan. 3, 2025, I rented a pair of skis from Crystal Ski Shop for two days, to be returned on Jan. 5. On Jan. 4 and Jan. 5, I skied at ******************************** and used the *** bus for round trips between ******* and ******. The *** bus requires passengers to store skis/snowboards in the bottom compartment and retrieve them at their destination.On Jan. 5 morning, I took the *** bus to ****** and was the last passenger to collect skis from the storage compartment. Only one pair of skis remained, which I assumed were mine since they were the same model and rental from Crystal Ski Shop. After a few runs, I realized the skis were longer than the ones I rented but otherwise identical, including the rental shop sticker. I concluded that someone had mistakenly taken my skis on the bus and left theirs behind.When I returned the skis to Crystal Ski Shop on Jan. 5 afternoon, they claimed the skis I returned were lost by someone else on Jan. 4 and that I had lost the skis I rented. They charged me $250 for the replacement but assured me they would contact ******, ***, and other shops to locate my skis. They also asked me to contact these place, saying that 90% of such cases result in skis being returned.Despite calling *** and ****** for the whole following week, I received no updates, and now, nearly two weeks later, Crystal Ski Shop still havent contacted me about anything they did. It seems they are not actively searching for my skis as promised. Additionally, I doubt their claim that the skis I returned were lost on Jan. 4 ***s ************ processes items daily, making this unlikely.I believe this situation is unfair. Someone mistakenly took my rental skis, and I returned a similar pair. I shouldnt be penalized for circumstances beyond my control, especially when I acted in good faith. Crystal Ski Shop should provide a better resolution to solving that problem. They should actively finding it, not just received the money and doing nothing about finding.

  Business Response

  Date: 01/28/2025

  In response, we've attached the rental and release agreement that the customer signed.  You will see that the signed rental agreement states in item 2 that the customer will be charged the full retail value of rented equipment that's not returned.  Please see the timeline of events and notes below:

  01/03/25 - 6:10 ****** ***** rented equipment at our store for use on the following two days.  Included in the attachments are details about the equipment and rental term.
  

  01/04/25 -  A different customer returned to the store without any skis and bindings (only boots, poles, other rental equipment) and was charged for their missing equipment.  They stated they left their skis and bindings on the racks outside at Alpenglow Base, **************************** at 2:30pm and couldn't find it after a break.  This customer paid for the missing equipment and filed lost and found claims and police reports locally at ****** and with Boulder County Sheriff.  We informed them if the equipment got returned to ** in good condition and working order that we would refund the purchase price. 

  01/05/25 - 3:25pm ****** ***** returned their poles, and helmet, but they didn't have the skis they had rented.  Instead, the skis they returned to the store with had been the skis the different customer had go missing on 01/04/25.  This illustrates the ski mix up did not happen on the bus but instead happened on 01/04/25 at the ************** area.  Upon us receiving this different customers skis, we promptly contacted them and issued a refund for the amount they had paid.  At this time we informed ****** ***** that we would charge our replacement cost ($250) instead of the retail value as indicated on the rental and release agreement as an act of good faith, while additionally informing them that these situations often work themselves out and that if we get the equipment back in good condition and working order that we would gladly refund them the cost.  We explained that it is still their responsibility to get us the skis back but if someone else was trying to return them, the point of sale system would inform us that it was Zifeng's skis, which is how we discovered Zifeng had someone else's skis.  Zifeng paid the replacement cost and left.

  01/06/25 - A Crystal Manager Called ****** to inquire if the missing equipment had been found, which it had not.

  01/13/25 - Crystal Ski Shop Owner visited ****** lost and found in person to inquire about this missing equipment and any other Crystal Ski Shop equipment.  None had been found and none collected. 

  01/27/25 - A Crystal Manager took a personal ski trip to *************  They went to lost and found and retrieved Zifeng's missing skis.  Upon the equipment return to the ski shop and an inspection for condition Zifeng was refunded the full $250.00 charge, a voicemail and email were sent to communicate the good news. 

  We are happy with the resolution of the situation being that we have the equipment back and being able to issue Zifeng a full refund.  We would like to point out that considerable extra time and effort was invested in helping Zifeng track down his missing equipment with no request for compensation of that time.  We also immediately offered ****** a discount from the contractually agreed upon retail value of the equipment (estimated to be $600-$750 for skis and bindings), that offer was $380.00.  After further conversation, that price was further reduced to $250.00, which is less than we can buy replacement equipment for.  Every customer has an obligation to return their rental equipment and over 49 years this has been an understood arrangement between us and our customers.  As a small and local business, we cannot shoulder the cost burden of equipment that is lost or stolen, hence why we have that policy stated in our rental and release agreement.  We feel like we were above and beyond reasonable and understanding of a situation that is always difficult but that we are adept at helping to solve from years of service to our customers. 

  Customer Answer

  Date: 01/28/2025

   
  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.
  
  Sincerely,
  
  ****** *****