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:12/30/2022

  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 the ikon pass for the first time for the 2021/2022 season and was pleased to see that the company extended a "good-will" assurance program allowing the pass to be deferred to the next season due to the covid situation. I went ahead and deferred my pass thinking it would auto-apply to the next season given that is what the program seemed to have implied. On December 28th I traveled to ******** mountain expecting my pass to be active and ready to go, but that wasn't the case. I was informed I had to actively purchase and apply the credit to the new pass. After speaking with the agent (******************) I was informed that the credit expired on December 8th since I did not actively repurchase a pass for this season. There was no mention of credits having an expiration date in the comms I have received from Ikon. I tried speaking with a supervisor on this matter but he also informed me that there is nothing he can do. I am finding this whole setup predatory and scammy. How can Ikon market this "assurance" program which essentially relies on customers not reading the fine print and pockets $780 per every customer that did not actively repurchase a pass? I am extremely disappointed by this business behavior, if financial institutions are held to a high standard of marketing practices then this type of business should be too, seeing as this is directly concerning borderline predatory financial practices. I would like to see the revenue % they are gaining from fools like me who take up the deferral program and lose the entirety of their payment.

  Business Response

  Date: 01/04/2023

  Hi, **********  I have reviewed your complaint with the Better Business Bureau.  I see that you have spoken with our team a few times regarding your situation and they have explained that the way the deferral credit works is clearly explained in the terms and conditions that you agreed to when you made your original purchase.  Also, passes are no longer on sale, they went off sale on December 8, 2022 so this is a difficult situation.  I will reach out to you directly if you would like to discuss this further.  

  Thank you.

  *****

  ***********************
  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:12/09/2022

  Type:Customer Service 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 yet another victim of ICON pass - Management of ICON pass used Covid and the pandemic to actually rip off customers - they stole $700 from me and now (after reading other reviews here on BBB) also did the same thing to thousands of others. I have over a million ******* followers, 1.5 million Instagram followers and thousands of followers on linkedin - If this issue is not resolved within 48 hours - I will take to social media using my media production company to plaster this message all over social media. My followers are like minded skiers, snowboarders, mountain bikers and surfers. ICON should be ashamed of themselves - they have lost this customer for life and my social media followers will follow suit. ICON management are scumbags, shortsighted and will ultimately pay a huge price as this message is spread throughout social media.

  Business Response

  Date: 12/09/2022

  Hi, ***********

  I have read your concern that you sent to the Better Business Bureau and I reviewed your conversation with our contact center agent.  From the complaint you have filed, it sounds like you would like a full refund on your 2020/2021 Ikon Pass.  Per the terms and conditions that you agreed to at the time of purchase, passes are non-refundable/non-transferable.  I see that you did defer that pass but you did not use the funds toward the purchase of your 2021/2022 pass and that our agent did offer you some options.  I apologize for any frustration that this may be causing you.  I will reach out directly to see if there is any time that we could discuss the situation.

  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:12/07/2022

  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 the Ikon pass for 2021/2022 season and had every intention of using it. However, I had a severe ankle sprain in February and was unable to use the pass at all - zero visits. I am trying to work now with the insurance agency to recoup the losses but its unclear if I will because I didnt claim the injury immediately after. When I called Ikon to see if I can just defer the pass to this year (seeing as I used it zero times last year) they said it was impossible since I didnt defer last December. Obviously, I didnt know Id be injured last December. While everyone Ive talked to at Ikon and ******************* is very nice, its been very frustrating. Im a newer skier and was hoping to make a life investment in this and use Ikon as the default pass but its ridiculous to have paid $600 last year and then another $900 this year when I actually paid for insurance last year! It makes me want to call my credit card company and do a chargeback because this just feels like deceptive marketing practices. All Id like is to be able to defer all or at least a portion of what I paid last year to the pass this year and that seems impossible.

  Business Response

  Date: 12/08/2022

  ******, 

  Thank you for your email.  I am sorry to hear about your injury.  

  I am not seeing that you have filed a claim with the ************** so I can't see the status of your claim.  I understand that you sustained your injury after the December deadline to defer your pass and therefore could not defer your pass.  The deferral date is clearly stated in our terms and conditions, which you agreed to at time of purchase.  I do understand that you are a new skier and this is somewhat confusing.  I can not defer your 2021/2022 pass at this time.  I will reach out to you directly to discuss options for you.  Thank you.  *****

  
  *********************
  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:12/05/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After speaking with Representatives and Managers at IkonI thought that I must have caught them on a bad day, or two, or maybe three!After reading so many identical storiesit has become ******* clear that they behave like this everyday It is difficult to decide what would be a proper resolution, since it is highly unlikely that we will spend another ***** with them.I suppose we are like Everyone Else, and we feel like we should be compensated and credited 100% of what we paid, and we would still need to decide if we were willing to use an Ikon Season Pass in the future.Unfortunately, we purchased Full Season Tickets and Insurance for multiple Family Members several years in a row from Ikon, which cost many thousands of dollars.Most yearswe only used the passes for one 5 day Ski Trip, and we were OK with that.During The 2019 / 2020 Ski Season, we made two 4 day Ski Trips to Aspen, and purchased at least 5 Season Passes for our Family & multiple day passes for extended ******************* Sister-in-law.who had a Season Pass with Insurance, found out she was pregnant, so she did not ski during the trips, and mere weeks after the 2nd trip, The Resorts closed due to Covid-19, so that was the end of our Ikon Season Passes for that year.**** assured us it was not a problem.when I was finally able to speak with someone in September of 2020, prior to that, they were not answering the phone.and they would just give a credit on her account for a future season, once The Resorts fully opened.This seemed like a very reasonable solution to the situation, and the full credit showed up on her account within minutes, and we did not even complain about the closures for our other Season Passes.We were never told we had to do anything to keep the creditonly that it could be used for a Future Season Pass.Since The 2020 / 2021 Season appeared to be non-existentwith Travel and Resort Closures, etc.we did not attempt to use the credit until 2022, and I was told that since we did not defer before December 8th of 2020.the credit was gone.even though they were marketing the fact that all passes came with ******************** and if you did not use a pass for the season for any reason, you would receive a credit for a future season. To make matters worse.we purchased Season Passes in late 2021 (for The 2021 / 2022 Ski Season) for my ********* and since the Ikon Rep told me we had ******************** we did not need the insurance we always purchased in the past.We blissfully planned a trip to Aspen for February, 2022and The Friday Night prior to our Monday Flight to Aspen, my wife underwent an Emergency Appendectomy, so we had to cancel our trip.Thankfully, we did purchase trip interruption insurance for The Lodging, and that company was pleasant to work with, and they expeditiously reimbursed our costs for housing.However, when I spoke with IKon Supportthis is when I discovered my Sister-in-laws Credit was gone, as well (Really nice way to treat a Mother with an infant child, that had insurance on the original pass, and has been a loyal Client for years!).they told me we would have also had to have deferred our passes prior to December 8th of 2021, which was shortly after we purchased them.We live in *********, so we have never gone skiing at a ************* before Xmas or New Years, so basically we would have had to buy the passes and immediately defer them, which does not make a lot of sense!I spoke with a few peopleincluding a couple of Managers at Ikon, and they were mostly condescending and rude or rudely condescending, and basically told me that it was my fault for not reading the fine print of the contract! From my perspective and apparently from many others that share the same sentiment, since they have posted about their experiences on this site and other sitesThe Fine Print, that *************** has been using to deceive a lot of hard-working people and their Families.Ultimately, they can ****** themselves into thinking their ****************** are honorable & correcthowever, even small children know right from wrong, so unless they are psychopaths, they will certainly have regrets about the way they treated ***************** during a very difficult time in **************** History!Additionally, ************************** that perpetrate these actions, may feel like there is an endless supply of New Clients to treat poorly.however, not caring about Your Clients and behaving dishonorably, will eventually lead to failure.Clearly, companies are allowed to make whatever decisions they want at the properties they ownhowever, Partner Resorts can and should demand higher standards of Customer Care.The great thing is this is ****************************, so we get to choose how to spend our money and there is almost always a competitor that is honorable, and can offer a similar, if not better, service.In fact, we have come to the conclusion, that we will simply buy Lift Tickets at The Aspen Sk ********************* when we go to *****, and use our Epic Passes we purchased for The 2022 /23 Ski Season for any other ski resorts we choose to ski at, that honor The Epic Pass.Ikons Team has performed extraordinarily well in one areathey have managed to convert a ***** of ***** Clients that were easy to keep happy and renewing every year, into die-hard Ikon non-renewers for life, which is quite an accomplishment!Fortunately, there are a plethora of other phenomenal Ski Resorts to carve out new experiences & memories atthat have Management and Staff, that act like they appreciate us and will make an effort to keep us as ***** Clientsand for that, we will return year after yearas Happy Season Ticket Renewing Clients!Good Luck ****** you spent have as much time assisting Clients as you do alienating themplease do not write how sorry you are that I did not read the fine printyou would most likely be an amazing company!

  Business Response

  Date: 12/08/2022

  Hi, Art.

  I have received your complaint with the Better Business Bureau.  I apologize for your frustration.  I will reach out to you directly to see if we can resolve your concerns.

  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: 12/12/2022

  
  Complaint: 18527837
  
  I am rejecting this response because:
  
  *********************, The ** of Contact Centers for Alterra Mountain / Ikon Pass responded quickly and she sent me a very cordial email, and the message did not have any language inferring that we did something wrong or were not bright enough to understand their ********************* The ** of Contact Centers for Alterra Mountain / Ikon Pass responded to Us about The Complaint surprisingly fast!
  The expeditious, apologetic and cordial tone of the email that ***** sent, was encouragingespecially, since she did not accuse us of being at fault or of being too obtuse to understand complicated issues that are associated with buying Ilon Ski Passes!

  
  policies, etc.She offered to call me directly, and asked to verify my contact number, so I responded confirming the details she had.
  Unfortunately, I have not heard from her, and when I called the number listed in her emailIt was a direct line for **************** Ski Resort, and I was not able to speak with anyone.  
  
  BBB is amazing and they are goal oriented for resolutions to be made within 7 days of the initial complaint,  which makes sense. 
  
  Since we were not able to receive a resolution within 7 days, and Leadership at Ikon Pass had all of my information to formulate a plan do the right thingI am rejecting the current non-resolution.

  It really is disappointing, since we already booked a trip to ***** for February 2023, and we will now be purchasing day passes at The ************** ************** after we paid Ikon a few Thousand Dollars for Season Passes that were never used.
  
  
  Regards,

  
  Art ****
  
  

  Business Response

  Date: 01/05/2023

  Hi, Art.

  As I said in my direct email to you, I completely missed your earlier response and I apologize for that.  I did reach out to you via email after receiving this complaint and tried to call you on January 4.  I followed up with an email in the afternoon and made another call just now on January 5th.  Please contact me at your earliest convenience so that we can address your concerns.

  Thanks. *****

• Initial Complaint

  Date:10/07/2022

  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 had purchased a pass from IKON. The pass was deferred and credited since it had not been used. The following year I was under the impression that I could do the same thing. I was not notified that the credits 'expire'. So when I went to buy a pass this year with my credits I discovered that they had expired and IKON has essentially pocketed all of my money for absolutely no service whatsoever. I received an additional email after inquiring that stated that they had sent out multiple marketing emails notifying credit holders that credits need to be used, but after looking I haven't been able to find any such email.I tried calling in since I was emailing IKON and they told me via email to call their number and discuss options. The rep I spoke to was extremely rude and defensive right from the get-go and basically told me to get lost.This whole situation baffles me on how a company can get away with this. Sure they have the policy disclosures that will back their tactical manipulative greedy strategy. Is it ethical? Certainly not. I'm starting with contacting my credit card company to see if there is any room for dispute since I did pay for a service after all and not receive any service. We certainly have not received any form of notification of credits expiring so I will be trying to get valid proof that they were actually sent and delivered before seeking legal action.

  Business Response

  Date: 10/10/2022

  Hi, *********** 

   

  Thank you for your email.  I searched for a phone call from you at the number on your account, the same number that you used on this email and unfortunately, I could not find a call, not could I find an email.  I may be searching the wrong time period.  I am sorry that you feel you were treated rudely by our agent.  I am reaching out to you directly to discuss the issues as I want to be sure I am understanding your issue correctly and assist you.

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

  
  *********************
  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:09/25/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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 did not realize that so many other people had almost the exact same experience that I did!I had an IKON Pass for the 2020/2021 season, and because of COVID, when given the option I opted to defer the pass until the 2021/2022 season. I thought that since they already had my money, my photo, and all my information, and I had already declared my intention of deferring until the 2021/2022 season, that I would be sent my pass when the time came. (Maybe there was some fine print that I had to affirmatively do something more to get the next season pass -- I don't even know -- but I view it as the responsibility of the company for something like that to make it very clear. And certainly, they should have given a heads up when my $600 was about to be forfeited.In any case, when my new pass did not come and it was already December, I finally contacted them to find out what was up. I was told that the opportunity to apply my $600 had already passed. They offered some very nominal discount on what (by then) would have been a much more expensive pass. I sent my first email on 12/24/2021, and received an auto-response that because of high volume it might take up to 3 weeks until I heard a response. When I did not receive a response within 3 weeks, I sent my second email on 1/17/2022. Almost 3 months after the second email, when I still had not received a response (other than the auto-response about it taking up to 3 weeks), I sent my third email on 4/11/2022. Still no response (other than the auto-response). I sent my 4th and final email on 5/5/2022. No response.I might add that the one time I used the Epic Pass -- which was five years ago for the 2017/2018 season, I had an issue and they provided outstanding customer service -- going above and beyond what they had to do, what I asked them to do, and what I expected they might do. Going forward, customer service will ***** geography for my ski pass choice.

  Business Response

  Date: 09/26/2022

  Thank you for forwarding this complaint.  I have researched and found that this was an error on our part.  I  have reached out directly to ******* to resolve the issue.  

  Customer Answer

  Date: 09/26/2022

   
  Complaint: 18127068
  
  I am rejecting this response because:  after not hearing from them for months and months and months, I finally bought an Epic Pass for this season.  I cannot afford and nor would I want two different ski passes for the same season.  If I got a free Ikon Base Pass for next season (23/24), that would be acceptable.  (Keep in mind, they will have had my money for three full years by then, so I don't think I should have to pay for any rate increases that *** have occurred by that time).
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/20/2022

  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.

  The transaction Date is August 21: Two 22/23 season passes for myself and my family. We are dedicated to ski at ************* this year, our kids have ikonpasses so when to their website to see if their pass is valid at loon. if you look at their webpage "https://www.ikonpass.com/en/destinations" you would see that indeed Loon is included but that page does not indicate that you have severe restrictions on a subset of these destinations. Then if you directly go to purchase https://www.ikonpass.com/en/shop-passes/ikon-pass#pass-cart-widget-wrap-0 you are shown a message stating that 52 destinations and no blackoutdates for their more expensive pass. This is a very reasonable user journey through their website and you end up with passes that you can only use for 7 days at Loon. The company claims these restrictions are on their website, which they are correct about, but it is possible and reasonable to expect a customer to traverse their website and buy the product without ever being informed about them

  Business Response

  Date: 09/26/2022

  Hello *****************

  I have reviewed your complaint with the Better Business Bureau.  I do understand your concern however, as you state, all the information regarding where the passes can be used is disclosed as you describe and also here.  https://www.ikonpass.com/en/shop-passes/ikon-pass, under shop passes.  As you know when you completed your purchase, these passes are sold as non-refundable at time of sale.
  

  I understand that you want to use your passes exclusively at *************.  There are several other destinations included on your Ikon Pass that are near ************* that you can also enjoy with your pass at, or possibly, make a trip to another part of the county.

  I hope you enjoy the upcoming winter season.

  Sincerely, **********;

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

  VP,  Contact Center

  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: 09/26/2022

   
  Complaint: 18052799
  
  I am rejecting this response because: I did not state that the restriction about the loon mountain is not on your website. I am stating that it is completely reasonable and possible for somebody to purchase these passes without ever seeing these restrictions. I gave you the path I followed on your website and made the purchase, until a friend told us about the restrictions on Loon, we just simply did not know. 

  Your website is deceptive and in many places does not indicate that not all mountains are equally accessible. 

  
  Sincerely,
  
  Berkay Baykal

• Initial Complaint

  Date:09/18/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  To whom it may concern: in 2021 I purchased a four day pass by mistake thinking it was season pass. I went ahead thinking if I purchased the correct "base pass" that ikon would just make the correction if I explained the error. I ended up deferring the passes to the follow year. I called to explain the situation and she said there was nothing she could do, which on her side of things I understand. I wish that they could just make some kind of forgiveness for purchase error instead of just saying no refunds or transfers. I really would like to save the 4 day pass for a following year.