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:08/27/2023

  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.

  On July 21st I made a tee time reservation for 2 via telephone for 7:10 am to play on July 29th. The associate to handled my transaction told me my total was $212.00. I thought this was a bit pricey but agreed to it as this was a unique get away weekend with my family. The associate then asked if I would like a confirmation via email and I agreed.As the week went on I never received my confirmation email and yes I did check my junk folder.I called the afternoon prior to confirm my reservation as I never received an email and was told that my tee time was in place.Now when i arrived at the golf course to check in I was told by the associate in the pro shop that my total was $424 !!!.I was shocked to learn that $212.00 was per person but i did not want to cause a scene with my son standing along side me so I paid the amount minus the 2 $50 gift cards that I had received and paid $324 balance. After playing 9 holes I went back into the pro shop by myself and conveyed my circumstance of what I was quoted and lack of email notification to the attendant and his response was "that's the going rate at that time for a course like this" Not one ounce of empathy!! I feel that this was a total bait and switch. Also after looking on line I saw considerably less expensive amounts.So still being bothered by this after I returned home I sent my experience to their customer service on their website and subsequently received a case number of ********. Here it is August 27th and I still have yet to receive any type of response from them. All I was looking for was a little empathy concerning my situation but now as I have been ignored I think it is only fair to receive a credit to my account of $212.00, which is what was quoted to me on the July 21st.

  

  Business Response

  Date: 08/30/2023

  From: ********************* <**********************************>
  Sent: Monday, August 28, 2023 5:02 PM
  To: ************************ <************************>
  Cc: ************************ <**********************************>;******************** <*********************************>
  Subject: BBB - You have a New Message from BBB Regarding Complaint #********
  
  
  Dear ******************,
  Thank you for visiting Sugarloaf and for reaching out with your feedback.  Golf reservations are offered at a per person rate, unless you a group, but I do apologize for the confusion with the rate you were quoted.  It also appears that your email was captured incorrectly and thus the reason for not receiving the confirmation. Our daily rates are determined by dynamic pricing which fluctuate depending on the day, time and how far in advance the round is booked.  Mornings are at a premium this time of year.We would be happy to offer you for requested refund and have instructed the Pro Shop to initiate that for you. I hope you will choose to return to Sugarloaf again, booking on-line and in advance will offer you the most affordable options.
  Take care,
  
  ********************* Sugarloafer since 1987
  President & General Manager
  5092 Access Rd
  Carrabassett Valley, ME 04947
  p: **************
  

  Customer Answer

  Date: 08/30/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************