Skiing
IKON Pass, Inc.This business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 62 total complaints in the last 3 years.
- 13 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:05/31/2023
Type:Service or Repair IssuesStatus: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 renewed my Ikon pass. My discount has never been applied. I contacted both sheer id and ikon and each company refers me to the other. Im stuck in the middle. I was told to call in and then told it would be manually entered but as of this date nothing is resolved. I was told they cant back date then they could. In the end these are not great business practices. Deadlines come and go and I always make reasonable changes. My verifyme id never has issues. Last year I had problems but a representative was able to correct and add the discount.Business Response
Date: 06/08/2023
Hello ***************
I have reviewed your Better Business Bureau complaint. I understand this may be confusing. We appreciate your military service and if you do qualify with Sheer ID, we are happy to honor the appropriate discount. I believe that the problem is that you purchased with our payment plan provider, Affirm and unfortunately, we can not provide earlier season pricing to these purchases so if you were approved in sheer ID after the Spring deadline, we can not give you the military discount at the Spring rate with the 0% down purchase plan from Affirm. If you would like to purchase your pass with the current pricing and Affirm interest rate, I can assist you with that. I will reach out to you directly to discuss options.
Sincerely, *****
***********************
VP, Contact Centers
ALTERRA MOUNTAIN COMPANY
P ************
ALTERRAMTNCO.COM
Confidentiality Warning: This message and any attachments are intended only for the use of the intended recipient(s), are confidential, and may be privileged. If you are not the intended recipient, you are hereby notified that any review, retransmission,conversion to hard copy, copying, circulation or other use of this message and any attachments is strictly prohibited. If you are not the intended recipient,please notify the sender immediately by return e-mail, and delete this message and any attachments from your system. Thank you.Customer Answer
Date: 06/12/2023
Complaint: 20124542
I am rejecting this response because: I purchased at the deadline after going back and forth with sheer id and ikon. Neither can get me on the same page. If there were no glitches or errors and discount added everything would have been fine. I called and emailed several times about this prior to the renewal date.
Sincerely,
***********************************Business Response
Date: 06/15/2023
Hello, ***************
Thank you for the additional information. I understand the issue. Unfortunately, the Affirm payment plan promotional rate is not available after the deadline of 4/20 so it just isn't possible for us to provide you with that. I did send you an email directly to you on Thursday, June 8 to discuss possible options. Please reply to that email if I can assist.
Thank you. *****
Customer Answer
Date: 06/20/2023
Complaint: 20124542
I am rejecting this response because:
I brought this to their attention prior to any deadline.
Sincerely,
***********************************Business Response
Date: 06/27/2023
Thank you for the additional communication. I have reached out to ******* directly to see if I can assist with this complaint.
*****
***********************
VP, Contact Centers
ALTERRA MOUNTAIN COMPANY
P ************
ALTERRAMTNCO.COM
Confidentiality Warning: This message and any attachments are intended only for the use of the intended recipient(s), are confidential, and may be privileged. If you are not the intended recipient, you are hereby notified that any review, retransmission,conversion to hard copy, copying, circulation or other use of this message and any attachments is strictly prohibited. If you are not the intended recipient,please notify the sender immediately by return e-mail, and delete this message and any attachments from your system. Thank you.Customer Answer
Date: 07/08/2023
Complaint: 20124542
I am rejecting this response because: Nothing has really progressed. I got an email offer but i cant really control the process. Meanwhile still paying.
Sincerely,
***********************************Business Response
Date: 07/18/2023
I have written to ******* to try to assist. He has not let me know if I can help as offered in my email. He did email me once but did not let me know if the options I suggested were of interest to him.
***********************
VP, Contact Centers
ALTERRA MOUNTAIN COMPANY
P ************
ALTERRAMTNCO.COM
Confidentiality Warning: This message and any attachments are intended only for the use of the intended recipient(s), are confidential, and may be privileged. If you are not the intended recipient, you are hereby notified that any review, retransmission,conversion to hard copy, copying, circulation or other use of this message and any attachments is strictly prohibited. If you are not the intended recipient,please notify the sender immediately by return e-mail, and delete this message and any attachments from your system. Thank you.Customer Answer
Date: 08/18/2023
This company never followed up with any of their "answers."Business Response
Date: 08/24/2023
Hello, *************
I am sorry that we have not been able to connect regarding your concern. I have emailed you directly to your email address but have not gotten a response from you. I will try again. Thank you. *****
Initial Complaint
Date:05/29/2023
Type:Service or Repair IssuesStatus: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 pass year. I purchased spot insurance as well. I had knee surgery in August and was hopeful I would have a spring season but my healing didn't go as planned. And unfortunately I found out I wouldn't be skiing past the Dec. 6 deferment deadline.I contacted spot and iKon about the issue and was denied any sort of compensation (I was simply asking for the amount to be credited to a 23/24 pass). I also took a new job as I was working on a contract which is notoriously unstable and had to move. This was also denied by spot. Sorely disappointed in iKon.Business Response
Date: 06/20/2023
Hello. I apologize for the delayed response. I was working with the insurance company to understand why the claim was denied. My understanding is that no claim was filed for the knee surgery, only for the job move. The job move was ****'s decision, not mandated by her employer, which may be why it was denied. All questions about this need to go to Spot. I believe **** could file a claim for the knee surgery, I can not speak for the claims process so I do not know if it would be covered or not but ****'s claim is that she didn't ski because of the knee surgery so I would recommend filing that claim. Spot can be reached at ************.
***********************
VP, Contact Centers
ALTERRA MOUNTAIN COMPANY
P ************
ALTERRAMTNCO.COM
Confidentiality Warning: This message and any attachments are intended only for the use of the intended recipient(s), are confidential, and may be privileged. If you are not the intended recipient, you are hereby notified that any review, retransmission,conversion to hard copy, copying, circulation or other use of this message and any attachments is strictly prohibited. If you are not the intended recipient,please notify the sender immediately by return e-mail, and delete this message and any attachments from your system. Thank you.Initial Complaint
Date:05/10/2023
Type:Service or Repair IssuesStatus: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 2022/2023 season at a cost of over $1000. I also purchased insurance for that pass ** case I was unable to use it for any reason. I had total knee replacement surgery in July 2022 in the hopes that I would still be able to ski over the winter. After the surgery I had challenges with getting that leg stronger to the point where I felt confident skiing. I did not know that I would be unable to ski prior to the deferment date that **** sets in early December; I had not yet been able to attempt skiing by then. When I filed a claim with the insurance company they denied it due to my preexisting condition. Please, show me a person over the age of 60 who doesnt have any knee issues. I first had surgery on the knee in question in 2014, but skied every season since then. Obviously this insurance company has a mission of attempting to deny claims for the purposes of profit.Business Response
Date: 05/12/2023
********, I have reviewed your complaint and do understand your concerns. I did check with Spot and as you say, your claim was denied for pre-existing conditions by their underwriter. These terms were stated in the policy document when you purchased the ************** coverage. I can't change that decision but I do have an option that I would like to discuss with you. I will email you directly to discuss.
Sincerely, *****
*********************
VP, Contact Centers
ALTERRA MOUNTAIN COMPANY
ALTERRAMTNCO.COM
Confidentiality Warning: This message and any attachments are intended only for the use of the intended recipient(s), are confidential,and may be privileged. If you are not the intended recipient, you are hereby notified that any review, retransmission, conversion to hard copy, copying,circulation or other use of this message and any attachments is strictly prohibited. If you are not the intended recipient, please notify the sender immediately by return e-mail, and delete this message and any attachments from your system. Thank you.Initial Complaint
Date:04/14/2023
Type:Product IssuesStatus: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.
While going through junk emails, I found an email from IkonPass. Opening it, I saw that it dealt with deferrals. Used the opportunity to check the status of my accounts with the deferral for me and my family. It turns out that, apparently, I only deferred my pass (A/C is only under my name), and the one of my daughter and wife, who only ski because of me AND with me, have not been deferred. When I received my confirmation of deferrals their names were listed, and I missed the fact that their names were only mentioned regarding the previous year. As a result, IkonPass is refusing to give me the credit of $899 and $219 for the deferral of their 22/23 season pass towards the 23/24 pass, like mine, in spite of a clear and obvious oversight, misled by their own email. if you use this company, BEWARE!!! Their pass barely gives you any benefits if you only ski a week or two. This company policy makes me want tot throw up! I've been paying them close to 10K in the last 4 years, and never used them because their deal was worse than other deals from the resorts.Business Response
Date: 04/17/2023
Hi, ********
I have received your email and understand your concern. I am very sorry that you did not defer your families passes. I see that the same problem occurred with your 2021/2022 passes last year and our team made a one time exception for you in April of 2022. At this point, I can not make another exception for you.
Sincerely, *****
*********************
VP, Contact Centers
ALTERRA MOUNTAIN COMPANY
P ************
ALTERRAMTNCO.COM
Confidentiality Warning: This message and any attachments are intended only for the use of the intended recipient(s), are confidential,and may be privileged. If you are not the intended recipient, you are hereby notified that any review, retransmission, conversion to hard copy, copying,circulation or other use of this message and any attachments is strictly prohibited. If you are not the intended recipient, please notify the sender immediately by return e-mail, and delete this message and any attachments from your system. Thank you.Tell us why here...
Customer Answer
Date: 05/08/2023
Business claims that they already made an exception the prior year. That only supports my point that they are trying to take advantage of people who (too) quickly go online to defer their passes. My wife and daughter only learnt to ski because of me. They had never skied before being together. They only have an Ikon Pass because I buy them for the whole family, and only I have an account with them as dependents. When deferring mine (the owner of the account), I have assumed that theirs were deferred too, only to realize in April, when I got communication from **** about the new season pass, that theirs were not deferred from 22/23 to 23/24, and as a result, I was forfeiting $1,200 of their passes!!! I could understand if **** thought that I was trying to cheat, but again, since they are not able or willing to ski without me, that can only be an oversight in total good faith! Im not asking for any money back, but a proper deferral that should have happened in the first place, in early December last year, when I deferred mine. I would even go and put many reminders for me in December not to make that mistake again, and will pledge to never escalate it again or complain, in case I were to make that mistake again!!!
I hope this helps.
Many thanks.
*************************
**************
Sincerely,
*************************Business Response
Date: 05/10/2023
I am sorry that ******* does not agree with my response. As I said in my response on 4/17, we *****ed a one time exception for the same guest problem last year so it is difficult for me to ***** another "one time exception." We have clearly stated our terms and conditions. I can understand an error being made once but the second time, I have to expect the guest to have understood the sales terms.
Sincerely, *****
*********************
VP, Contact Centers
ALTERRA MOUNTAIN COMPANY
P ************
ALTERRAMTNCO.COM
Confidentiality Warning: This message and any attachments are intended only for the use of the intended recipient(s), are confidential,and may be privileged. If you are not the intended recipient, you are hereby notified that any review, retransmission, conversion to hard copy, copying,circulation or other use of this message and any attachments is strictly prohibited. If you are not the intended recipient, please notify the sender immediately by return e-mail, and delete this message and any attachments from your system. Thank you.Initial Complaint
Date:03/31/2023
Type:Sales and Advertising IssuesStatus: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.
This company refuses to remove us from their postal mailing list. We want them to stop sending ** junk mail.Business Response
Date: 04/03/2023
Hi, ***************
Thank you for your email to the BBB. I apologize that you have not been able to stop direct mail via call or email to our company. I have placed a stop on all direct mail to you from ************************* Ikon Pass and all destinations. This request should be effective by 4/7 at the latest.
Sincerely, *****
*********************
VP, Contact Centers
ALTERRA MOUNTAIN COMPANY
************
ALTERRAMTNCO.COM
Confidentiality Warning: This message and any attachments are intended only for the use of the intended recipient(s), are confidential,and may be privileged. If you are not the intended recipient, you are hereby notified that any review, retransmission, conversion to hard copy, copying,circulation or other use of this message and any attachments is strictly prohibited. If you are not the intended recipient, please notify the sender immediately by return e-mail, and delete this message and any attachments from your system. Thank you.Customer Answer
Date: 04/03/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that the resolution is satisfactory to me as long as the business holds up their stated action. If we continue receiving direct mailings, I will file another complaint. Thank you for your assistance.
Sincerely,
*****************************Initial Complaint
Date:03/27/2023
Type:Product IssuesStatus: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 the Ikon pass for myself and my family for the 2022/2023 season and had every intention of using it on a planned week-long vacation over Christmas break to Mt *********. However, I caught COVID just before Christmas and we had to cancel our trip. My family was unable to use the pass at all - zero visits this year; I was able to use mine for one weekend. When I called Ikon to see if I can defer the pass to this coming year they said it was impossible since I didn't defer by last December 6th. Obviously, I didn't know I'd be sick at that time and think anyone with an illness or injury would be in the same situation. When we bought the passes, we felt reassured by ****'s *********************** they advertise this heavily on their Web site and email solicitations: "Providing confidence to ride throughout 22/23, with options to defer the purchase price of your unused 22/23 pass to 23/24, or receive pass credits in the case of Covid-related closures". There is no mention of an early December cut off date on Sales materials or the first few references on the Web site- it is not mentioned until being buried deep in copy after several clicks and clicking on 'find out more'. This feels like deceptive advertising to me, and I don't understand why a simple request for deferment can't be honored- we're a family of 5 and now out $3,500+ for ski passes we couldn't use simply because I had the bad luck to get sick at the time of our trip. Do I have any recourse to get this deferment agreed to?Business Response
Date: 03/28/2023
Hi,****
Thank you for your email. I understand your complaint and am sorry to hear that you got sick this season and were unable to make your planned trip to *********. As the agent told you when you called, the date to defer passes was December 8, 2022. I understand that you did not know you would be getting sick when that date passed. Our passes are sold as non-refundable, which is why we offer the pass protection, and we offer the opportunity to defer passes until a specific date in early December. You did agree to these terms when you completed your purchase on October 2, 2022.
I do see that you were able to use your pass for 3 days at ******* Hole this season. With the incredible snow in much of the country, there are still plenty of opportunities to ski and ride for the rest of the season and hope that you and your family can make a spring trip to one or more of our destinations.
If you would like to discuss this further, please email me at ***********************.
Sincerely, *****
*********************
VP, Contact Centers
ALTERRA MOUNTAIN COMPANY
P ************
ALTERRAMTNCO.COM
Confidentiality Warning: This message and any attachments are intended only for the use of the intended recipient(s), are confidential,and may be privileged. If you are not the intended recipient, you are hereby notified that any review, retransmission, conversion to hard copy, copying,circulation or other use of this message and any attachments is strictly prohibited. If you are not the intended recipient, please notify the sender immediately by return e-mail, and delete this message and any attachments from your system. Thank you.Customer Answer
Date: 04/03/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and spoke by phone with ***** later that day. They have graciously agreed to defer the unused passes to next season, this resolution is satisfactory to me.
Sincerely,
*******************Initial Complaint
Date:03/18/2023
Type:Service or Repair IssuesStatus: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 bought a full season's pass from IkonPass, I forgot the amount paid, but I believe it was $900. Unfortunately, I was unable to use this pass at all due to a covid and long covid illness. I contacted them and explained the situation. They didn't even ask for any supporting documentation from doctors, records, etc. They simply stated their terms and conditions and outright rejected the request. I'm not asking for a refund, but just an opportunity for me to use the pass for which I've already paid for. They refused to listen and told me that any email communication would have the same response. I will never ever buy their passes again. Truly disappointing and I want others to know that should something happen to them, even if you buy their insurance, there's gonna be a loophole where you won't be able to use it. It's by design and this company preys on this type of footnotes to make money off of us. I've been a loyal customer of theirs and have had incredibly frustrating issues when contacting customer service but still bought the passes again thinking it was worth the hassle dealing with them since I love being on the mountains. Now, I know better. They are vultures. Zero customer service, zero integrity, and all about the predatory money grab. Please stay away and buy from the resorts. You're not saving money with them, you're just taking a big risk that they pocket that money you paid and gave you back nothing but grief. Which is what happened to me.Business Response
Date: 03/20/2023
Hi, Kat.
I have received your email and reviewed your account. I see that you have spoken with a few of our Season Pass agents and they have let you know the terms and conditions of your pass purchase. Please give the season pass team another call at ************ and they will discuss options with you.
Sincerely,
*****
*********************
VP, Contact Centers
ALTERRA MOUNTAIN COMPANY
P ************
ALTERRAMTNCO.COM
Confidentiality Warning: This message and any attachments are intended only for the use of the intended recipient(s), are confidential,and may be privileged. If you are not the intended recipient, you are hereby notified that any review, retransmission, conversion to hard copy, copying,circulation or other use of this message and any attachments is strictly prohibited. If you are not the intended recipient, please notify the sender immediately by return e-mail, and delete this message and any attachments from your system. Thank you.Customer Answer
Date: 03/27/2023
Complaint: 19619251
I am rejecting this response because:
Sincerely,
*************Initial Complaint
Date:03/10/2023
Type:Service or Repair IssuesStatus: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.
First off, horrible customer service. They took my money for services they did not provide and then refuse to give my money back. The terms on the website are not forthcoming and have many hidden terms. My situation falls outside of the terms as it does not define my situation and the company refuses to take any responsibility for unfair and deceitful/deceptive trade practice.Business Response
Date: 03/14/2023
Hi, ***********
I have received and reviewed your complaint. From your message here, and looking into the notes in your account, you used your pass one day at ***************, on December 13, 2022. After that, apparently you were injured and would like some sort of compensation for your pass because you can not use it any more this season. First, I am very sorry to hear about your injury. That's never fun. As JD told you when you called, when you purchased your pass, you did agree to our terms that passes are non-refundable for any reason. We do offer pass protection and injury insurance to possibly assist with this type of event. Unfortunately, you did not add any coverage at the time of purchase so there is nothing that we can do to help.
All the best to a quick recovery.
Sincerely, *****
***********************
VP, Contact Centers
ALTERRA MOUNTAIN COMPANY
ALTERRAMTNCO.COMCustomer Answer
Date: 03/14/2023
Complaint: 19582223
I am rejecting this response because:first off you engage in highly deceitful and deceptive trade practice by saying I will get a refund for unused portion of a pass. So iv been lied to by your staff. Secondly When your staff refuses my refund after saying you will give one Im told that the check out process online discloses this information. That is also a lie. When you check out online there is nothing that says you cant get a refund. Yet I was told the opposite. Even after I dive deep into the back pages of the ikon website and find the refund policy, it only talks about passes bought prior to December 8th of that year that dont qualify for a refund. So no the terms dont even expressly state that I am not eligible for a refund. Also I never spoke to whom you claim by phone so honestly I see nothing but lies and deceit from your end. Also you have an F rating here on BBB so I should have assumed I would inevitability have to deal with something like this from your company. This has nothing to do with an injury and all to do with the fact that you are liars and thieves.
Sincerely,
*************************Initial Complaint
Date:01/23/2023
Type:Product IssuesStatus: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 went online to purchase an annual season pass. (this is for lift tickets at selected resorts)the website gave options for additional session passes of which i really didnt want any. so i selected the fewest possible. the whole processes indicated i would get the season pass plus the session passes in the checkout window.the price was reasonable because i understood and accepted that there would be blackout dates.the receipt was sent Only indicated the session passes. which was confusing but ok, technically not wrong.a month later I get to the resort and they would not give me the season pass and required me to use a session pass day (that i had intended to use elsewhere)I feel like this is a bait and switch. they baited me in with the promise of the annual pass and modified my purchase to be something less. (only 2 days)Business Response
Date: 02/03/2023
Hi, *****************
I have received your Better Business complaint. It seems that there is some misunderstanding of our products. I apologize, this is the first complaint I have heard like this, there is no desire from Ikon Pass to be deceptive with our marketing. It seems that you thought you purchased both a season pass and a 2 day sessions pass from us for $309. As both ******** and ***** told you when you spoke with them on January 23, the $309 price is the price of our session pass, season passes were considerably more expensive. You have mentioned that when you received your confirmation letter/receipt, it showed only the session pass. Had you contacted us at that time, we could have explained the situation and offered you a season pass at the current price. At this time, passes are no longer on sale. I will report this confusion to our marketing team as we try to be very clear with our marketing and we will see if any adjustments can be made in the future to make the product description/purchase flow more clear.
If you would like to discuss this further, please email me directly at ***********************.
*********************
VP, Contact Centers
ALTERRA MOUNTAIN COMPANY
ALTERRAMTNCO.COM
Confidentiality Warning: This message and any attachments are intended only for the use of the intended recipient(s), are confidential,and may be privileged. If you are not the intended recipient, you are hereby notified that any review, retransmission, conversion to hard copy, copying,circulation or other use of this message and any attachments is strictly prohibited. If you are not the intended recipient, please notify the sender immediately by return e-mail, and delete this message and any attachments from your system. Thank you.Customer Answer
Date: 02/04/2023
Complaint: 18883203
I am rejecting this response because:
This is the same response that customer support said.While i was willing and even expecting to pay twice as much for the annual pass. I thought i was getting such a good deal because i was willing to accept the blackout days.
It is common knowledge that the earlier the pass is purchased the cheaper it is. What I paid was more than the price as advertised in the attached graphic. The advertising attached in this complaint indicates that a season pass can be purchased for as low as 269. So the price I paid was not unexpected. I didn't really need or want any session passes, but that was not an option.
Sincerely,
*****************************Initial Complaint
Date:01/05/2023
Type:Product IssuesStatus: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 seeking a refund or credit for a pass that I bought for the 2020-2021 season. Reasons: I was hospitalized due to Covid for 5 days in 2020.During the 2021-2022 season I tore my Achilles in the early fall and was unable to ski.I never used any portion of the pass. I'm hoping this can be escalated. I'm sure since I never activated my pass this could be accomplished. I also bought pass protection for $62.94.Thanks in advance for your help. *********************** ************Business Response
Date: 01/06/2023
Hi, *************
I have reviewed your Better Business Bureau complaint and your communications with the Ikon Pass team. Did you ever file an insurance claim to get reimbursed for your pass? That would have been the most appropriate action as it seems you were unable to use your pass, and you did purchase the ***** protection. Since this was a 2020/2021 pass, I am not sure that you can still make a claim, but that is the route you should have started with. Please let me know what happens. My contact information is below.
*********************
VP, Contact Centers
ALTERRA MOUNTAIN COMPANY
P ************
ALTERRAMTNCO.COM
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