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:04/11/2024

  Type:Product 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.

  Dear BBB Team,
  I am writing to file a formal complaint against Copper Mountain Reservations due to a billing discrepancy following a 9-night stay that we had booked with them. Our accommodation details were initially agreed upon over the phone, and the total cost was confirmed as $3,298.37. This cost was then reiterated in a subsequent email confirmation.
  
  Enclosed with this letter, you will find the confirmation of this amount as clearly stated in the invoice. However, upon reviewing the final charges, I discovered an overcharge; the amount debited from our account was $3,560.37, resulting in a discrepancy of $262.00.
  
  Despite multiple attempts to contact Copper Mountain Reservations for clarification and to amicably settle this discrepancy, our efforts have been unfruitful.
  
  I am reaching out to the BBB for assistance in addressing this situation and hope to facilitate a resolution that includes a full refund of the overcharged amount. I have attached the relevant payment confirmation and invoice details for your review.
  
  Thank you for your time and support in this matter.
  
  Sincerely,

• Initial Complaint

  Date:02/26/2024

  Type:Billing 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.

  On January 16, 2024, I went to Woodward at Copper to check out the facility with my son and friend. We then walked to the village and mountain. Upon returning, we had a $75 parking ticket. I received a letter in February that was dated January 31st and indicated a $75 balance, and no mention of fees. I went in to pay and it showed my balance as $125. I appealed the addition of the undisclosed fees to no avail. Upon getting no reasonable response, I felt I had to pay it online as I didn't want to risk further fees and my credit rating. In total, I paid $130 (2 extra $25 fees, plus a $5 "convenience fee" for visiting their facility and parking there. The parking ticket is one issue, but my bigger complaint is the application of fees of 33% of the ticket amount every 15 days which amounts to a more than 800% effective interest rate. That is completely egregious! I would like the $55 in undisclosed fees returned to me.

• Initial Complaint

  Date:02/26/2024

  Type:Service or Repair 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 have not received any satisfaction from the Woodward organization and have therefore advanced this to the parent Powdr. Description: Prior to enrolling in the ski camp, I called Woodward at Copper Mountain. It's not easy as the phone system is diabolical (1st clue that they don't want to interact with customers). I described very specifically our son's skill level. Described very fully on the questionnaire his skill level. The director assured me our son would be with a coach that could challenge and advance his skills. The reality was our son experimented in the indoor facility and continued to teach himself, and helped encouraged and coached intermediate campers. The coach was not at the level that Woodward Copper assured us they would be, their focus was the intermediate skiiers and no attention or expertise for the advanced/expert skiers. Accommodation were dirty. No toilet paper. Poor food. Downtime (due to weather) forced to watch videos that were not related to skiing or techniques. Instructors and coaches were often late starting camp. One was quoted as saying "I don't care how much you have paid for this camp" when the participants were frustrated at waiting.

  Business Response

  Date: 03/22/2024

  Woodward Copper is a youth residential
  action sports camp for ages 7-17. The average age of our campers is 13 years
  old. The peak performance programming option for which this camper was
  enrolled, “is for the focused camper looking to maximize
  their time on snow with a higher level of progression and dedication to skiing
  or snowboarding. This is for the ski or snowboard enthusiast who wants to
  maximize their snow time.” As stated on our website.
  
  This camper was paired with a coach
  that holds the highest freestyle certification that PSIA (national governing
  body for certification in ski instruction) offers, FS3.
  This coach has an extensive
  background in coaching advanced level freestyle skiers, including various
  inverts and rotations.
  
  Refund and cancelation
  policies as follows per our parent guide online, and for this reason refund is not offered in this instance: 
  REFUND, CANCELLATION &
  PAYMENT POLICIES
  • You can purchase a
  protection plan, for 7% of the cost of your camp week. The Protection Plan must
  be purchased at the time you
  book your original registration. Protection Plan cannot be added after
  the fact.
  • Cancellation WITH a
  Protection Plan: You may cancel up to 14 days prior to the first day of camp
  for
  any reason and receive a full
  refund, minus the cost of the Protection Plan. If cancelled within 14 days
  prior to the first day of
  camp, no refunds of any deposits or payments to date will be provided.
  • Cancellation WITHOUT a
  Protection Plan: If you cancel camp and have not purchased a Protection
  Plan during the initial
  registration, no refunds of any deposits or payments to date will be provided.
  • Add-on’s such as bedding,
  and transportation are also subject to availability, and as a result, may not
  transfer with your
  registration.
  • In the case of injury or
  illness prior to the currently registered week, a doctor’s note must be
  provided to
  transfer/defer to a future
  week. If the perspective event is full and you are asked to join the waitlist,
  priority will not be given to
  your registration. If space does not become available in the event week, the
  above cancellation policy
  will apply. If you are unable to transfer/defer and need to cancel at any time
  due to Injury or illness the
  above cancellation policy will apply.
  
  The Parent Guide also states that "We do not guarantee that all
  camper goals will be achieved.”
  
  In regards to the rooms, accommodations are professionally cleaned in between every camper. Each floor has dry storage with paper
  goods, including toilet paper to ensure all campers have what they need for
  their rooms. If a camper runs out of an essential such as toilet paper it is readily
  available upon request. 

  Page 21 of the Parent Handbook details what happens in the event of bad weather, which did occur during this camper's experience: 
  ****************************************************************************************************** "What Happens When It Rains?"

  "Our aim is to safely maximize our snow time. So we will stay on snow during lighter rain showers. If severe weather arrives, we will take shelter in our designated areas and if it sticks around for the day, we will shift our programming to the Barn facility." 

  The Barn is the indoor facility that is referenced in this complaint, it is a state-of-the-art 19,400 square foot indoor training facility for snowboard, ski, skateboard, BMX, trampoline and tumbling disciplines, it is the next best thing to being on snow and we feel a suitable alternative when there are summer storms preventing mountain access for camper safety. 
  
  This camper did successfully learn and execute an advanced
  trick during camp, in addition to honing techniques to lay the foundation for
  more advanced tricks in the future as he continues to progress. Exact tricks
  are not guaranteed to be learned at camp, which is mentioned on the website and in the Parent Guide that camper goals being achieved cannot be guaranteed, but this camper did
  indeed show progression at Woodward and we wish him all the best in his future
  snow sports endeavors!  

  Customer Answer

  Date: 04/04/2024

  I don't accept the response.  I was on vacation from March 22- April 1.  I expressly called before the camp to ask about pairing of advanced skiiers. The merchant can't say one thing on the phone to lure a customer to sign up and then hide behind T&Cs.  There was no ski pros that week another element that was not disclosed. The hotel was NOT clean, it was not stocked with toilet paper. The food was often stale and  

  Customer Answer

  Date: 04/04/2024

  from: 'lindsay jackson nichols' via Dispute Resolution <[email protected]>
  reply-to: lindsay jackson nichols <[email protected]>
  to: "[email protected]" <[email protected]>
  date: Apr 4, 2024, 1:44 PM
  subject: Fwd: You have a New Message from BBB Regarding Complaint #21348135
  
  I don't accept the response.  I was on vacation from March 22- April 1 and didnt see a message from you during that time.  
  
  My rebuttal:  I expressly called before the camp AND before signing my son up for it.  I expressly asked if they had advanced instructors for advanced skiers and were able to pair at his level…. The Ops Director told me they absolutely would.  I sent all his skills and all his goals. I asked several times to see the skills self assessment and how that was matched/routed/shared with the coach or the person managing and assigning coaches by level.  TO THIS DAY Woodward has failed to address this or acknowledge it.  The lady on the phone after the camp said she would send it and never did.  I am sure they don’t want to share it because NOTHING is done with this information. There is no structure. They hire a coach, make sure they have an accreditation but don’t worry if the person actually has more skill than the highest student they are accepting.  
  
  Bottom line the merchant shouldn’t lure a customer to sign up based on false promises and then when they come back and complain hide behind T&Cs.  There were no ski pros that week, another element that was not disclosed and I learned from speaking to other disgruntled parents. 
  
  Finally the hotel was NOT clean, it was not stocked with toilet paper. The food was often stale and very limited, bland and junky. Highlight was breakfast.
  

  
  

• Initial Complaint

  Date:08/08/2023

  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.

  Reservations were made several months in advance for the Courage Classic Childrens Hospital fundraising event as we required a 2 bedroom, 2 bath with the second bedroom having 2 beds. We selected a unit well in advance and paid an added premium because it met our specific needs and was centrally located for ease of start times, finish line experience, attendance for events and close to our friends. It was also convenient for my partner to remain central as she did not ride and is a Real Estate professional who was working over the weekend and needed access to her computer during ride times.
  We were extremely disappointed to see that when checked into our room that the primary bedroom window was broken with a sign that indicated “Out of order. Do not use”. There are several places in printed material where it is noted that the units do not have air conditioning (we have always been aware of this) and to get fresh cool air, open the windows. Upon check-in, the front desk personal indicate the same thing by "opening your windows" to get cool air. We were therefore unable to open the window to cool the room down. In addition, no internet was available and my partner needed this for work.
  
  We have been to Copper several times over the years and this is absolutely not the quality that we have come to expect from Copper Mountain. If the unit was in disrepair and internet not available, this unit should be taken off the rental market or at a minimum, disclosed upon booking. Had we known this prior to booking, we certainly would have booked a different unit.
  
  As the second bedroom was fine and our friends were comfortable, we think that it is completely reasonable to be refunded for half of the fee for the room, which is $470.
  
  We checked in on July 12, 2023 and departed on July 16, 2023. The unit was 413 in Passage Point.