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Business Profile

Ski Resorts

Pats Peak Ski Area

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Ski Resorts.

Complaints

This profile includes complaints for Pats Peak Ski Area's headquarters and its corporate-owned locations. To view all corporate locations, see

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Pats Peak Ski Area has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:03/02/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      Complaint: Webpage not clear and fees including policy are not posted online.
      Yesterday, we decided to go to Pat's peak for skiing - our first time and we were told to buy tickets online.
      The webpage We purchased private lessons for our 3 kids and two 1/2 day adult passes, plus one adult rental for tomorrow.
      Today, we discover that our kids are sick and need to be quarantined, and therefore we need to move the tickets.
      When we call, the person told us that for every item, there is a $10 transfer fee - that is if you bought a 1/2 day pass and rented skis, then its $10 for each, total of $20. For our family, that adds up to $80 in fees to transfer to another day.
      It is common for tickets to be non-refundable, but most will provide the ability to transfer the entire purchase for one fee. This practice of breaking down items, especially ones that are coupled (ski pass and rental) and charging a fee for each is rigid and not logical. Most importantly, it is not posted anywhere on their webpage.
      I am disappointed on how this was handled by the staff, and their unwillingness to be reasonable. We wanted to move to another week but now would like to get a refund and do not have an interest in spending our money at this facility.

      Business Response

      Date: 03/03/2023

      Below is the response from our Guest Services Manager to the customer.  As you can see on the customers attachment to this complaint we do have a no refunds policy.  

       

      From: **** E******* -
      Pats Peak Ski Area
      Sent: Friday, March 3, 2023 12:11 PM
      To: ********************
      Subject: reschedule

       Hello,
      We are sorry you are unhappy with our refund/reschedule policy. We typically
      do not refund or reschedule tickets, but we realize life happens, so we allow
      some items to be rescheduled for a fee. It states clearly on our “reschedule
      your visit” link on the website that the charge is per item. Rescheduled items
      need to be changed individually in our system. Rescheduling is offered as a courtesy. Below is the wording from our reschedule link. Thank you

      THERE
      IS A $10 FEE PER ITEM TO RESCHEDULE.
      You MUST reschedule BEFORE your
      DAY OF ARRIVAL, or you won't be able to reschedule.
      You MUST pick another day to
      reschedule to.
      YOU
      CAN ONLY RESCHEDULE THESE PRODUCTS:
      Lift Tickets
      Packages
      Corporate Tickets
      Rental Equipment
      Kids Programs: Mini Cubs, Cubs
      Club and Bears Club

      ****
      Guest Service/Snowsports
      Office Manager
      ###-###-####
      ****@patspeak.com

    Pats Peak Ski Area is NOT a BBB Accredited Business.

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