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:02/18/2025

  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.

  I brought my husband, two small children ages 2 and 4 for their first skiing experience. We perused the website several times before visiting and tried repeatedly to book lift tickets and rental gear in advance, but there were no tickets available. So we called and were informed we needed to purchase our tickets on arrival. When we arrived, we joined a long line to try to book rentals and tickets, and my brother found the ticket booth was unmanned. An employee told him we had to book online, which he again, but received an error message. The supervisor announced that online checkin would be cheaper and faster. He explained to her that we were unable to purchase online. I finally was able to purchase online two lift tickets for the two adults in our party, but saw that children were free. After 30 minutes in line, we finally received service, who, after getting all our information for rentals, admitted that she had made an error, and had to get all the information again. After she completed my purchase, she explained that the transaction still was not complete and she didn't understand why, and asked if I could wait for her supervisor to arrive. My two-year-old and four-year-old were understandably gr owing restless, and so I asked her if I could go ahead and begin suiting them up--after all, I had already paid. She said she thought so, but didn't know, so I brought my children to the rental area, only to be told that we didn't have the proper documentation to get them gear. So I returned to find the supervisor, who was busy helping another customer. I waited a couple minutes and then she explained that I needed to buy lift tickets for my children as well. So I immediately paid $10 for their passes, and returned to the rental area. We finally made it to the bunny hill and were able to ski for roughly 1 hour, before the operator of the "magic carpet" lift informed us that they would be closing the lift soon because there was no one to take over his shift.

• Initial Complaint

  Date:03/15/2024

  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.

  I submitted a request directly with PKNPK on 3/6 using their online form. I called today (3/15) after no response and was advised to “call until I get a manger”. Instead, I have decided to come here to BBB if they cannot respond to their own contact request form.
  
  I’ve attached the full body of the original request sent to PKNPK.
  
  Additionally, I have some additionally information—since our stay, PKNPK has closed the lifts for the season. It seems they were trying to open 3/20 for one final weekend but that has been cancelled. The day we were there (and then left since they wouldn’t open until 2) was PKNPK’s final day open… which begs the question, why did they open late in the first place? It’s not like they could “save the snow” for a future day, and even if they would reopen on 3/20, it wasn’t going to hold that long. My conclusion is they did it to save on labor and operating costs. In which case, I feel they can use those savings to refund our visit.
  
  I can forgive that they closed one hour earlier Sunday night (website listed—even late afternoon on Sunday still—that they’d be open until 10p on Sunday). When we found out they moved it up to 9, that would put our ski time at just under 3 hours, so we decided not to and thought we’d ski the next day. I get closing an hour early. Decided to open 5.5 hours late is a whole different story—that’s the entire duration we were planning to ski anyway.

  Business Response

  Date: 03/26/2024

  Peek 'n Peak has had to make many adjustments to operating hours during the 2023/2024 ski season this year.  It should be noted that our closing time on Sunday is always 9pm.  We did not close early Sunday night.  Adjusting the hours of operation for Monday was based on lack of snow and the extra time needed to move snow around and groom to provide safe conditions for our guests.  All of that being said, we would usually handle such complaints internally, and most likely would have refunded this guest the $131 requested.  This particular complaint did not reach our customer service department.  That email was monitored by an employee that has retired and those emails were not reaching the department that handles these situations.  We take responsibility for this oversight and have corrected the issue.  We will be refunding the requested amount of $131.46. 

  Customer Answer

  Date: 03/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. This acceptance is contingent on the refund being reflected in my account.it should be noted that I submitted the contact request form on their website—and received an auto reply that someone would he in contact soon.When I received the survey email from PKNPK, I also indicated that I was dissatisfied and would like to be reached out to.When I called, again, was told I had a complaint, the agent refused to take my contact information and said I would need to try calling until manager picked up with no indication on when s/he would be in.I understand that your normal closing times is 9pm on Sundays, however, at our time of booking, the week leading up to our weekend had each individual date listed out and “3/3” was listed as open until 10pm as an irregular time  this still showed the day before arrival, but when we checked day of it had been changed to 9pm. If you do not believe me, you can check with your site administrator.
  Regards, ****** *****