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:12/07/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  I am writing to file a complaint regarding my Ikon Pass purchase for the 2023/2024 season. The account associated with this purchase is under the name ****** **. I paid $1,159.00 for an Adult Ikon Pass but was unable to use the pass for this season.Understanding that situations arise, I contacted Ikon Pass customer service to request a deferral or alternative resolution for my unused pass. However, my request was denied, despite my willingness to continue being a customer and use the pass for a future ********* a loyal customer, I believe my request is reasonable given that the pass was never activated or used. I am asking for one of the following resolutions:Issue a voucher equivalent to the amount paid ($1,159.00) for future use.Provide the same Ikon Pass benefits for either the current season or the upcoming 2024/2025 season.I value the benefits and experience that Ikon Pass offers and hope we can resolve this matter amicably. I kindly request your assistance in facilitating a resolution with Ikon Pass.Thank you for your time and consideration.

  Business Response

  Date: 12/12/2024

  Good evening Kuangdi, 
  

  I have reviewed your Better Business Bureau complaint. First off, thank you for taking the time to reach out. As you are aware, the deferral period did end on December 14th, 2023, for 23/24 Ikon Passes. Pass Protection was also offered during time of pass purchase to help in situations like these and unforeseen circumstances. Our passes are final sale, meaning they are non-refundable after purchase and cannot be transferred to another person or season.
  

  I will reach out to you directly tomorrow to follow up on this conversation. 

  
  Sincerely,
  

  ****** ******
  VP Contact Centers

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22655363
  
  I am rejecting this response because: I am not require for refund, I still want to use ikon pass, just want to use this credit
  
  Sincerely,
  
  ******* **

• Initial Complaint

  Date:12/03/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Hello,My name is ******** ***** and Im currently at ******** WV with an Ikon pass. I have been trying to contact Ikon since I could not change my reservation and the ski resort is refusing to open even though there is plenty of snow. I expect a partial refund from ****. I have emailed and called and go through a maze of automated circles and told to call back when they hang up. Ikons customer service is unacceptable when spending $1k on ski passes. I expect a phone call from Ikon and a partial refund of my pass. ****

  Business Response

  Date: 01/09/2025

  The below email was sent to ******** ***** on 12/18/24 from the company in regard to complaint Case ID ********.

   

  Thank you,

  ******

   

   

  Good Afternoon ********,

   

  The decision on whether to open a resort for skiing and snowboarding is made at the discretion of resort management and it can be influenced by a number of factors, including staff availability, weather, safety concerns and more.  Neither Ikon Pass, or Ikon Pass resorts, guarantee that a resort will be open and accessible to pass holders on or by a particular date, which is disclosed to pass holders, and which pass holders must accept and agree to at the time of their pass purchase.  For your reference, please refer to the relevant language from the Ikon Pass Purchase Terms & Conditions and the Ikon Pass waiver and release of liability, which you had the opportunity to read and review, and which you were required to accept and agree to in order to complete your pass purchase.

   

  While you were not able to ski or snowboard at ********, we understand that you have since visited Sunday River and Sugarbush, and we hope that you continue to enjoy the use of your 24/25 Ikon Pass during the remainder of the season.

   

  From Ikon Pass Purchase Terms & Conditions

   

  ACCESS

   

  Pass Products do not guarantee Pass Holder access to the Resort(s).

   

  Use of a Pass Product is subject to the Resort(s) being open and having the capacity and ability to allow the Pass Holder access to the Resort(s).  A Pass Holders use of the Pass Product may be restricted or denied as a result of events or occurrences that limit or prohibit the Resort(s) from its operation, in whole or in part, including but not limited to, capacity constraints, weather, weather-related events, travel advisories, road closures, public health advisories, or government orders.

   

  The Resort(s) are not liable to Pass Holder for any failure or impairment that may prevent a Pass Holders ability to access the Resort(s) for any reason, including but not limited to, severe weather events, snow, ice, high-winds, blizzards, drought, and floods, and closed roads and mountain passes, unplowed road conditions, cancelled or delayed flights.

   

  Purchase of a Pass Product does not guarantee, nor do we represent, that the pass season will be for a minimum or a maximum length of time or that Pass Holder will have the opportunity to use their Pass Product for a minimum or a maximum number of days during the season.

   

  The Resort(s) may experience natural events, including but not limited to severe weather events, or mechanical problems with their equipment that prevent the Resort(s) from opening all or a portion of its skiable/rideable terrain.  Closed terrain is not accessible to skiers or riders.  Please respect closed terrain as it is closed for skier/rider safety and the safety of our employees. Failure to follow the mountain safety codes/policies of the Resort(s) or the instruction of Resort ski patrol or staff may result in Pass Holders partial or complete loss, forfeiture, or suspension of their Pass Product at all or some of the Resort(s).

   

  The Resort(s) have limited parking available. We are not responsible for any inability to access the Resort(s) due to lack of parking. Please plan ahead and carpool whenever possible.  Take note that the Resort(s) may charge a parking fee or a parking reservation.

   

  The Resort(s) have limited capacity and ******************** reserves the right to limit (including through the use of a reservation system), refuse or deny entry to the Resort(s) or its facilities at its sole discretion for any reason, regardless of Pass Holder status.

   

  From Ikon Pass Release of Liability, Waiver of Claims, Warning, Assumption of Risk, Indemnity, and Consent to Medical Treatment/Transport Agreement

   

  PASS ADVISORY

   

  The Pass does not guarantee access to a Resort for a minimum or a maximum number of days in each season or that a Resort will be open for a minimum or a maximum number of days each season. Use of the Pass to access a Resort is subject to, among other things, the Resort being open and having the capability and/or capacity to grant access. Each Resort reserves the right to close or limit access to the Resort for weather, safety or any other reason at its sole discretion with or without notice during each season. I understand, accept and agree that use of the Pass is subject to the length and occurrence of each season, which may be affected by weather, weather-related events, travel advisories, public health or government order, or any other event or occurrence that limits or prohibits a Resort from its full or partial operations.

• Initial Complaint

  Date:09/25/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Our names are *** ***** and Guannan Su, We bought our Ikon 23/24 Ikon Session Pass 4-Days ( Order Confirmation #********* and ORDER NUMBER: #*********, $429 x2 = $858 Total order details pls see below) last year Dec/12/24 and went to ***************, ** to ski with my friends on Sunday, December 24, but once we scanned the code and went inside, we found the snow was really bad and icy that day and then just a few try that I fell and was seriously injured, we cancelled the whole trip and left early and talked to customer service on site at the front desk and also reported this, the staff said they will discharge the one time used. We also contacted ********************* and ask for credit deferral and thought they agreed. But We logged in today and plan to buy 24/25 season and found both our accounts still shows 1 days used for the 23/24 season and no credit deferral shown. Could you please help investigate this? As we both did not use the 23/24 Ikon Session Pass 4-Day. We are requesting a full credit deferral or same cards matching to 24/25 season pass. Thats $858 in total. Could you please help us out? Please feel free to let us know if you have any questions. Many thanks for the help!

  Business Response

  Date: 10/18/2024

  Hello Wei, 
  

  I have reviewed your Better
  Business Bureau complaint. First off, I would like to apologize for the delay. I
  will reach out to you directly today to follow up on this conversation. 
  

  Sincerely,
  

  NICOLE LARSEN
  VP Contact Centers
  Alterra Mountain Company 
  ALTERRAMTN.CO

   

• Initial Complaint

  Date:04/24/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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.

  My family purchased 3 days Ikon pass in 2023 for 2023-2024 ski season and planned our trip to *********** in ******** for January 2024. But in the beginning of January ************************************************************************* my left hip and could hardly walk. I needed hip replacement surgery ASAP. We called your customer support when we learned about this medical situation, but they suggested that we email to ************************************************************** We emailed with an explanation of my situation and a letter from a doctor. But there was no resolution and no help. We kept emailing multiple times but no response. All we are asking is to use this pass for 2024- 2025 season instead. We are not asking for our money back. $897 is a lot of money for us to lose. Please, I am asking you to look into my situation and consider deferring this pass to use for 2024-2025 season. I would appreciate your help.

  Business Response

  Date: 05/01/2024

  Hi ******, 
  

  I have reviewed your Better Business Bureau complaint. First off, I would like to apologize for the situation you are experiencing.  As you are aware, the deferral period did end on December 14th, 2023. Pass Protection was also offered during time of pass purchase to help in situations like these and unforeseen circumstances. Our passes are final sale, meaning they are non-refundable after purchase and cannot be transferred to another person or season.
  

  I will reach out to you directly today to follow up on this conversation. 
  

  Sincerely,
  

  *************************
  VP Contact Centers
  Alterra Mountain Company 
  ALTERRAMTN.CO

• Initial Complaint

  Date:04/22/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  I purchased a ski pass in 2023 for $389 for the ski season in 2024. Ive been skiing for several years and decided to buy the past in advance. Due to unexpected family illnesses and my own mental illness/anxiety surrounding everything I was not able to go this year. I reached out to the company explained what happened and they said I needed to defer by December 2023. These situations did not occur until after the first of the year. I did not request the money back (although it would be nice) but I did ask them if I could just push that over to the next ski season since they already had $389 They said, since I did not purchase their insurance, which I thought I did, but according to their records I didnt so there was nothing they could do. Which is another reason I just requested the money to be transferred and not refunded.They did tell me had I purchased the insurance I would have to produce all kinds of documentation and proof that I was unable to attend the skiing season. Which isnt insurance just that for unexpected things? Also because of my mental health status which is documented I should not have to share personal MH with strangers just to prove something. The first lady hung up on me and the lady refused to listen to me either.As I stated, I just want the money pushed over to next year. Seems like a lot of money ($500) since I purchased something was unable to redeem it should be refunded or carried over. Thank you, ******

  Business Response

  Date: 05/01/2024

  Hi ******, 
  

  I have reviewed your Better Business Bureau complaint. First off, I would like to thank you for taking the time to provide your feedback. As you are aware, the deferral period did end on December 14th, 2023. Pass Protection was also offered during time of pass purchase to help in situations like these and unforeseen circumstances. Our passes are final sale, meaning they are non-refundable after purchase and cannot be transferred to another person or season.
  

  I will reach out to you directly today to follow up on this conversation. 
  

  Sincerely,
  

  *************************
  VP Contact Centers
  Alterra Mountain Company 
  ALTERRAMTN.CO

• Initial Complaint

  Date:04/19/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  During my recent renewal for the Ikon Pass, I was supposed to be issued a $100 credit for my renewal/loyalty, of which was advertised publicly, but the system wouldn't recognize the credit I was due. I'd like my $100 refunded. Thank you.*********************************************************************************

  Business Response

  Date: 04/22/2024

  Hi ******, 

  Thank you for taking the time to provide detailed information and feedback. I have reviewed your Better Business Bureau complaint and your Ikon Pass purchase that was made on 4/18/24. 

  The limited time savings that you are referring to is the $100 off for renewing an Ikon Pass that was listed at $1249 before the $100 discount. However, you did take advantage of our college pass pricing, which is a discount that cannot be combined with any other offers. The college price pass did provide you with a discount that is less expensive than our renewal rate.

  Please let me know if you have any questions. Have a wonderful day. 

  
  Thank you,
  *************************
  *************************
  VP Contact Centers
  Alterra Mountain Company 
  ALTERRAMTN.CO

  Customer Answer

  Date: 04/23/2024

   
  Complaint: 21600258
  
  I am rejecting this response because: Ok, but that is misleading and still nevertheless unacceptable.  If you can't be a loyalty customer, and a student at the same time, this should be EXPLICITLY stated in the checkout and terms....
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 05/13/2024

  Hi ******,

  Thank you again for taking the time to provide more feedback. It is truly appreciated.  

  As previously mentioned, the college pass price discount cannot be combined with any other offers. More information regarding pass discounts is available within our FAQ section - www.ikonpass.com/en/faq?faq_category=discounts+%26+perks 
  
  Please let me know if you have any questions.
  
  Thank you,
  *************************
  *************************
  VP Contact Centers
  Alterra Mountain Company 
  ALTERRAMTN.CO

  Customer Answer

  Date: 05/14/2024

   
  Complaint: 21600258
  
  I am rejecting this response because: Thanks for the information.  I'll take it down for future reference.  All in all however, this was rather misleading during purchase and the checkout process.  I recommend featuring this in a more clear location in the future, in order to avoid misunderstandings.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:04/19/2024

  Type:Sales and Advertising 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.

  I have made numerous attempts to purchase an Ikon Ski Pass, but every attempt comes up with a ************* credit cards I have tried to purchse the pass with are proven to be mine, active, and plenty of credit on them. Every attempt to call and email the company defers the issue to a third party transaction review company. Most recent attempt was 4/18/2024. **** needs to actually take responsibility and make the decision themselves.Answer I get:IT has informed me that your attempted purchase has been declined by our third-party transaction review company, therefore a purchase cannot be made on your account. I am seeking

  Business Response

  Date: 04/26/2024

  Hello *******,
  

  I have reviewed your Better Business Bureau complaint and **** account information. It looks like there was a system error that prevented your account from purchasing. We have corrected this, so that it does not happen in the future. We will have an Ikon Pass agent call you to assist you with purchasing your season pass and honor our spring pricing. Please expect a call within the next 48 hours. 
  
  Have a wonderful weekend. 
  
  
  Thank you,
  *************************
  *************************
  VP Contact Centers
  Alterra Mountain Company 
  ALTERRAMTN.CO
  

  
  

  Customer Answer

  Date: 04/26/2024

   
  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. They called be within minutes of the BBB response and explained what had gone wrong. Their agents did not move my issue up the chain of command and just kept rejecting me through numerous attempts. I had no other option than to utilize the BBB as I saw others have had their concerns addresssed using BBB as a intermediary. Hopefully some additional training of IKON agents results from this. I was able to purchase my pass through a very courteous agent and the issue has been resolved. Thank you!
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/17/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  I sustained a severe injury in October 2023, rendering me unable to utilize my IKON Pass for the duration of the season. In accordance with your cancellation policy, which applies up to December 12, 2023, I submitted a claim for a refund on November 16th, 2023. As per the terms outlined, I believe I am eligible for a 100% reimbursement of my pass.However, despite my repeated attempts to resolve this matter, I have encountered significant difficulty in navigating the refund process. Both IKON Pass and iTravel Insurance have been unyielding in assuming responsibility for handling my claim, resulting in a frustrating and prolonged period of uncertainty.Given the circumstances surrounding my injury and the clear eligibility for reimbursement outlined in your policy, I kindly request your prompt assistance in facilitating the refund process. I remain hopeful for a swift resolution to this matter and appreciate your attention to my request.

  Business Response

  Date: 04/22/2024

  Hi *******, 

  I have reviewed your Better Business Bureau complaint. First off, thank you for taking the time to provide detailed information and feedback. I have escalated your claim with our insurance provider. We will reach out to you directly for more information on this.Please expect an email follow up shortly.

  Sincerely,
  *************************
  VP Contact Centers
  Alterra Mountain Company 
  ALTERRAMTN.CO

• Initial Complaint

  Date:03/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  We purchased an Ikon pass for my son for the 23/24 season and also added travel insurance through *************** My son ended up needing shoulder surgery in January and would not be able to ski for the whole season. We filed a claim with ******************** and it has been 3 months with no resolution. We provided all documentation and have followed up with My IMG *************** Insurance, and Ikon. iTravel is waiting for additional documentation from Spot and/or Ikon and they aren't providing it so it is still "processing". There is no accountability and nobody seems to be able to help us. Meanwhile, we are out a lot of money and the travel insurance seems to be a waste of money! Please help!

  Business Response

  Date: 04/08/2024

  Good morning *****, 
  

  I have reviewed your Better Business Bureau complaint. First off, thank you for taking the time to provide detailed information and feedback. I will be escalating your claim with our insurance provider/ We will reach out to you directly for more information on this.Please expect an email follow up shortly.
  

  Sincerely,
  

  *************************
  VP Contact Centers
  Alterra Mountain Company 
  ALTERRAMTN.CO

• Initial Complaint

  Date:03/27/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Dear Better Business Bureau,I am writing to seek your assistance in resolving a dispute with Ikon Pass and its parent company, ************************* a business that has faced legal challenges due to its questionable practices.In the 2022/2023 ski season, my partner and I both purchased Ikon Passes ($1,079 each) with the intention of skiing together in the subsequent season. However, due to unforeseen circumstances, we encountered difficulties with the pass management process that ultimately prevented us from enjoying this experience together.Specifically, I deferred my Ikon Pass to the 2023/2024 season, expecting to utilize it accordingly. However, I was not informed that I would need to repurchase the pass for the upcoming season using the credit allocated to my account. Furthermore, there was no communication regarding any deadline by which I had to repurchase the pass, resulting in the forfeiture of my credits.Despite Ikon Pass's claims that reminder emails were sent, I did not receive any such communications. This lack of communication is particularly troubling considering that I received numerous promotional emails from Ikon Pass during this time period. It appears that critical information regarding the use of my credits or the purchase deadline was selectively omitted, raising concerns about the transparency and fairness of their practices.After the deadline had passed, I contacted Ikon Pass customer service in the hopes of finding a resolution. However, instead of addressing the issue fairly, I was offered the option to repurchase the pass at a discounted rate of 50% ($599.50 is what I paid), effectively requiring me to pay for one and a half passes ($1,678.50 in total). This exploitative practice is unacceptable and demonstrates a clear pattern of taking advantage of loyal customers.Adding to the frustration is the disparate treatment experienced by my partner who was in a similar predicament. Despite her efforts to rectify the situation, she was denied the opportunity to repurchase her pass due to contacting customer service after a slightly later date in December 2023. The inconsistency in their handling of similar cases further underscores the lack of fairness and transparency in their procedures.Due to the escalation of this matter to the Better Business Bureau, she was eventually granted the opportunity to repurchase a pass for the next ski season (2024/2025). However, as a result of this resolution process, my pass for the 2023/2024 season went unused.In light of these circumstances, I kindly request your assistance in resolving this dispute. Specifically, I am seeking the following:1. A refund of the additional charges incurred due to the repurchase of my Ikon Pass for the 2023/2024 season.2. The ability to leverage my unused 2023/2024 pass for the upcoming ski season (2024/2025).Given Alterra Mountain Company's history of legal challenges and questionable business practices, I believe your intervention is crucial in ensuring a fair and equitable resolution to this matter. Thank you for your attention and assistance in advance.

  Business Response

  Date: 04/08/2024

  Hi *******, 
  

  I have done a full review of your *************** complaint. First off, I would like to thank you for your patience in this process. As you are aware, the deferral period and purchase window did end on December 14th, 2023.
  

  I have reached out via your contact phone number to resolve this situation for you. 
  

  Sincerely,

  
  *************************
  VP Contact Centers
  Alterra Mountain Company 
  ALTERRAMTN.CO