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:03/08/2024

  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.

  I purchased a Ikon 4-day pass for the 2023/2024 season. I skied 2 days at Brighton, then on the third day I went to Solitude. We went on two lifts before 2 of my friends were hit by a snowboarder (documented with Ski Patrol) and some of us decided to go back to Brighton for the remainder of the day. On the expected 4th day of our pass, we returned to Brighton where our pass did not work ("out of days" according to the liftie). We spoke with ticket services who directed us to call ****. When communicating with ****, they told us that we effectively used two days when we went from Solitude to Brighton on our 3rd day. The customer service representative said that, although the pass is called 4-day pass, that we used two days going between two mountains (that connect via trails) in one day. It is misleading to call it a 4-day pass when we were only allowed to ski 3 days because we attended 2 mountains in one day.

  Business Response

  Date: 03/19/2024

  Good afternoon ****,
  
  Thank you so much for taking the time to provide feedback to our Ikon Pass support team. Our multi day Ikon Sessions passes are only valid for the allotted days. Your pass specifically was valid for 4 days of your choosing at either a single resort or split for use for one day at four resorts. For more information on access information, please visit - ***********************************************************************.

  I will reach out to you directly for more information. Again,thank you for providing feedback.

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

• Initial Complaint

  Date:03/05/2024

  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'm a big fan of IKON pass and have purchased 2 passes every year for many years now. Unfortunately things happen. We called to have the IKON pass for ************************* deferred for the 24/25 season, however we never received any confirmations. The notice to cancel was made on Dec 13th the day before the deadline. When i called back to inquire they confirmed that I did contact IKON that day but they would confirm with IT department and would get back to me. I was never called back. If someone can please reach out to assist, thank you. Pass number is = I90002159096883 The pass was never used, nor were any of the friends and family passes since the holder was unable to ski this season for personal reasons.

  Business Response

  Date: 03/17/2024

  Hello *******, 

  Thank you so much for your patience. I have reviewed your Better Business Bureau complaint and do need one more piece of information from you. I will reach out to you directly for more information.

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

  VP Contact Centers
  Alterra Mountain Company 
  ALTERRAMTN.CO

• Initial Complaint

  Date:02/21/2024

  Type:Delivery 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 purchased a two day Ikon pass on December 14, 2023 to be used in the 2023-2024 ski/snowboard season for $259. **** says that they mailed me my pass though I never received it. My pass was fraudulently used at a resort in ****** on January 15th and January 21st. I reported this to Ikon in Early February 2024 and they said that I had to handle this matter with the resort. The resort failed to cooperate. I called Ikon pass again and my claim was escalated. I was offered a 50% discount off a future pass for the 2024-2025 season which does nothing to resolve the dispute. Order #*********. No shipping info of the pass was provided by ****.

  Customer Answer

  Date: 02/22/2024

  I have received a call from a supervisor with **** and they want to work with me to resolve this issue. I believe I am all set and if the resolution is not satisfactory, I will be sure to contact you.

  Business Response

  Date: 02/28/2024

  Hello BBB - 

  This guest has been handled directly with our company. As of 2/28/24 they were issued a pass credit for future use.

   

  Thank you, 

  ******

• Initial Complaint

  Date:02/18/2024

  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.

  I had been struggling financially this year and bought my pass late from ****. I accidentally bought the most expensive one assuming the price had just gone up since i bought it late. I expressed confusion after the purchase? and they continued to tell me it was the fault of using affirm, and that they couldnt offer me a refund through affirm. Affirm does offer refunds, but ikon chooses not to give them. I didnt even want a refund just to decrease my pass level. I was berated on the phone for not contacting fast enough (i emailed the next morning and called the next afternoon). They havent responded to a single email asking for information on this final sale policy that they say is at fault to affirm Ive spoken to affirm and they say its **** who wont adjust my pass. I feel lied to. Ive spent thousands with this company and this is the price of customer service ? I didnt even want a refund just an adjustment on my pass. This feels predatory to spend $1,350 on a ski pass, as a ******** resident, and not get some kind of customer service. Theyve ghosted me via email and dont respond to social media messages. This is a predatory company with this lack of concern for customer experience or valuing the customers dime. Ive again spent thousands with Ikon in the last three years ($1,350 just this year) and will be switching to Epic in the hopes of better customer service.

  Business Response

  Date: 02/26/2024

  Hi ******, 

  I have reviewed your Better Business Bureau complaint. I do see that you attempted to reach out to the Ikon Pass team on 12/14/23. As you are aware, 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 to follow up on this conversation. 
  

  Sincerely,
  

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

• Initial Complaint

  Date:02/17/2024

  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.

  My wife (****************************) and I deferred our 2022/2023 Ikon Passes due to my fathers illness in *******. We spent many weeks traveling to ******* from ******, he passed away on 7.7.2023. I assumed that our passes from 2022/2023 would automatically transfer to us for the 2023/2024 season. When we showed up at ***** Services in *************** on 2/6/2024 to activate our paid for passes we were told that we didnt have passes for 2024 and in fact had forfeited our ($979.00 *2) credits for a 2024 pass because we did not respond to an email notification sent out in December. I called the Ikon customer service line and was told that we could get a *************** only pass for an additional ($479.5 * 2) We submitted to this only because we had already paid for a weeks accommodation in *************** ($3600). My wife and I have been long time Ikon Pass holders and have, up until now been very happy with the product. I would like **** to reconsider this action and refund the ($479.5 * 2) we paid for the *************** only passes and reinstate our Ikon Plus passes for the 2024 season. I'm astounded that a company in the hospitality industry would treat their customers this way.

  Business Response

  Date: 02/28/2024

  Hello **** - 

  
  I have reviewed your Better Business Bureau complaint. The Ikon Pass sale went live March 2023 for this current 23/24 winter and passes were available for purchase until December 14,2023.  We did send out reminders to our customers with credits on file, advising of the expiration date. I am sorry that you were unable to utilize your credit. I will reach out to you directly for more information.
  

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

  VP Contact Centers
  Alterra Mountain Company 
  ALTERRAMTN.CO

  Customer Answer

  Date: 03/04/2024

  Ikon pass did reach out to me like they said they would. I was given a refund for the additional charges my wife and I had to pay for to get a Copper card for the rest of the season and my elevated Ikon pass was reinstated as a regular Ikon pass, so I'm somewhat satisfied. I still don't understand why **** is doing this to their customers, and explained to representative that contacted me that all they need to do is send a message telling you that you are about to lose your investment in your deferred pass unless you take some action. Stop calling the money you already paid 'Adventure Credits' that you need to use to defer your pass. I assumed I deferred my pass to 2024 so I stopped paying any attention to Ikon pass emails. The status of my Ikon pass is not exactly top of mind.    

• Initial Complaint

  Date:02/01/2024

  Type:Order 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.

  A portion of my initial email: I am writing to request an exception to your deferral policy that will allow me to defer my pass to the 2024/2025 ski season. My husband and I recently found out that we were pregnant, which we are very excited about, but which was not expected. We did not know that the pregnancy was viable until after the deferral deadline. Skiing is not on the recommended list of activities for pregnant women, and thus, I wanted to see if I could defer my pass to the 2024/2025 season. I understand that your deferral deadline of December 14, 2023 has already passed, and I recognize that I used my pass for one singular day of spring skiing, which I would be happy to pay out of pocket for. However, I truly do not want to lose an entire season worth of skiing, and an incredible amount of money, because I am making wise decisions about my health by not using my skiing pass. If there is anything you can do to help, I would really appreciate it. I can't be the first or the last person to have this issue.After my initial email was rebuked:I am clear on your policies, and as youll note from my previous email, was simply asking for a little kindness in the midst of a difficult situation. I have a proposal for you - what if I pay an additional 7% now - the amount of the insurance - so that you would not be making an exception for free, as you put it. That way, IKON still gets its money, and still holds to its advertised policies. As youll note from my previous email, I was not aware of a viable pregnancy at the time of December 14, 2023, so unfortunately, that option was never available to me to start with. And while there is no reason that I should need to explain personal medical history further, I will note that this pregnancy was both unlikely and unplanned, so no, I did not simply fail to purchase insurance while simultaneously planning to get pregnant, I simply am now trying to abide by my doctors recommendations given the situation at hand.

  Business Response

  Date: 02/12/2024

  Hi ********, 
  

  I have reviewed your Better Business Bureau complaint. First off, thank you for taking the time to provide detailed information. 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 unforeseen circumstances.We are no longer able to sell pass protection on your historical purchase. Our passes are final sale, meaning they are non-refundable after purchase and cannot be transferred to another person or season.
  

  We will reach out to you directly to follow up on this. Please expect a phone call within the next 24 hours. 
  

  Sincerely,
  

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

  Customer Answer

  Date: 02/18/2024

   
  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.
  

  Ikon made the compassionate choice to defer my pass to next year. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/30/2024

  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 partner and I bought the 2 days Ikon pass in December. I owned the 5-day Ikon pass last year and was expecting that the 2-day pass would work the same way (2 days at every resort in the list), because of the price I was paying for it. However, after skiing only two days in two distinct resorts, we were told that we had used all the days on our pass. We were pretty upset as this changed all of our trips itinerary and plan. We still dont understand how this pass could have been the price we paid for (445,29 just for the pass + extra to print the pass) for only 2 days total as we paid more money than how much two actual days at a resort would have cost us. We understand that this information was indicated on your website and that we might have misread it. Nevertheless, we went back to verify the information listed on your website and it is not clear at all. We realized that we had noticed the total days mention, but had interpreted it as the total amount of days that can be used at each resort in the list. For the price we paid, it just seemed inconsiderable that the pass would not work in the same way that the 5 or 7-day pass would work. In addition, we had to pay an extra amount to have our passes printed at the first resort we visited since our passes had not arrived on time. We love IKON and found ourselves in a very uncomfortable and unexpected situation as a result of this misinformation.

  Business Response

  Date: 02/06/2024

  Good afternoon Camillie,
  
  Thank you so much for taking the time to provide feedback to our Ikon Pass support team. Our multi day Ikon Sessions passes are only valid for the allotted days. Your pass specifically was valid for 2 days of your choosing at either a single resort or split for use for one day at two resorts. For more information on access information, please visit - ***********************************************************************. I have also provided a screen shot of the information regarding pass usage. 

  Again, thank you for providing feedback.
  
  *************************
  *************************
  VP Contact Centers
  Alterra Mountain Company 
  ALTERRAMTN.CO

• Initial Complaint

  Date:01/30/2024

  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.

  So by using inaccurate description and saying you can "defer" your ticket for one year would make an average user of the English language to assume you simply put off or "deferred" your ticket for one year. In actuality they are "crediting your account" not deferring your ticket. And require you to repurchase ticket the following year possibly at a higher rate.I assumed I simply had same ticket for following year. Instead I was required to repurchase a ticket by December 14, 2023. When I went into a ski resort to pick-up ticket they had an issue and I had to call ****. I was subsequently informed that I was out $769. After complaining was told I could get a partial (no where near $769) discount next year. I think they needed to send email or formal letter warning I would lose out on my prior purchase. Had they been more clear and said I would be getting a credit and not a deferral would make more sense.

  Business Response

  Date: 02/05/2024

  
  Hello ****, 

  I have reviewed your Better Business Bureau complaint. The Ikon Pass sale went live March 2023 for this upcoming 23/24 winter and passes were available for purchase until December 14,2023. I am sorry that you were unable to utilize your ******************* credit. We did send out reminders to our customers with credits on file, advising of the expiration date. I will reach out to you directly for more information.

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

• Initial Complaint

  Date:01/29/2024

  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.

  Purchased and differed 2022/2023 season passes for myself, my husband and our son for a total of $2,087. I had a stroke on 12/31/2023 so we are unable to take a ski vacation this season. I contacted IKON to see if it would be possible to defer our credits to the 2024/2025 season. I was told that the first problem was that I was supposed to use the credits by 12/14/2023 and now the passes are no longer available. When I explained I did not want passes but to defer, I was told that it was too late and my credits expired. This would make more sense if it was about purchased goods that I was trying to return. This is about money that I provided a company for a service that has not been used. I asked to speak with a manager. I was transferred to ****, stated she is the supervisor for IKON pass support. She repeated the policy about purchasing by 12/14. After much back and forth, she said she would offer me a 50% off voucher for season passes next year. When I questioned how they could justify keeping $1,000 dollars for my mistake, she simply tried to inform me of the policy again. When asked if I would receive an email, I was told a note would be made in my account. After more back and forth, she hung up on me. After reading the other complaints, I expect a response that repeats the policy for passes or a patronizing response implying how this is otherwise my fault. Yes, I didnt due thorough investigating into the purchase policy, but being treated like I am returning a product that I used for 6 months is not okay. People spend a significant amount of money on passes and plan vacations where they will spend more money to stay, eat, etc. The callousness of the employees doesnt match Alterra Mountain Companys mission and values to preserve, sustain and support its two most import resources; the mountains and the people who live and play in them. In fact, it seems $ only matters. When employees refuse to give their names, and hide behind anonymity, it says a lot.

  Business Response

  Date: 02/02/2024

  Hello ****,
  

  I have reviewed your Better Business Bureau complaint. First off, I would like to apologize for what you have gone through, and I hope that you have a speedy recovery.  The Ikon Pass sale went live March 2023 for this upcoming 23/24 winter and passes were available for purchase until December 14,2023. I am sorry that you were unable to utilize your credit.  I will reach out to you directly for more information.

   

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

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21217286
  
  I am rejecting this response because:
  The company has simply stated the same explanation. That I failed to use the credit by 12/14/2023. They have not addressed my complaint that I was not notified that I would be forfeiting over $2,000 if I did not purchase passes by this date. They also did not provide explanation as to why they are holding money (calling it credits) for services that I did not receive. they have offered no resolution. They did not confirm the supervisors offer that I would receive 50% off next year. Their offer to contact me in person, I fear is simply another opportunity to read me their policy.
  
  Sincerely,
  
  ************************* Minor

  Business Response

  Date: 02/15/2024

  Hello - 

  I spoke with ************************* on the phone, on 2/5/24, and have already resolved this complaint with a solution for the guest.

   

  Thank you, 

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

• Initial Complaint

  Date:01/15/2024

  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 an Ikon pass for the 22/23 season and deferred the pass to this years season.Apparently, I missed the deadline to re-purchase an Ikon pass for the 23/24 season. I was never informed that deferring my pass would mean that Id have a credit and would be required to repurchase the pass for the next year with that credit. I received no emails from **** stating instructions or saying that I had to repurchase, nor that thered be a deadline I had to purchase by.While I never received any emails urging me to use my credits let alone by a certain deadline or Id lose my money I received random promotional emails. It looks like **** opted me out of any and all reminder emails in hopes that I would miss the deadline and forfeit my credits. I know of others as wel in this same position who also received promotional/marketing emails for other Ikon products and services but zero reminders or guidelines about needing to repurchase the pass. This is completely unacceptable to me as Im out $1000 after having missed the December deadline.Upon calling a few weeks ago, I was told there was nothing **** could do to get me a pass for this year and that I was out of luck. I even know of a friend who lost out on their deferral credits and was able to repurchase a pass for 50% off, essentially purchasing one and a half passes (which should be criminal). It is clear to me that **** is taking advantage of innocent customers.Please let me know how you can help settle this for me.

  Business Response

  Date: 01/19/2024

  
  Hello ******,

  
  I have reviewed your Better Business Bureau complaint. The Ikon Pass sale went live March 2023 for this upcoming 23/24 winter and passes were available for purchase until December 14,2023. I am sorry that you were unable to utilize your credit. We did send out reminders to our customers with credits on file, advising of the expiration date. I will reach out to you directly for more information.
  

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