Complaints

This profile includes complaints for Mt Bachelor LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mt Bachelor LLC

  13000 SW Century Dr Bend, OR 97702-3595

  
• 

  Mt Bachelor LLC

  PO Box 1000 Bend, OR 97709-1000

  

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:03/15/2025

  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 a day pass a couple weeks in advance so I could meet some friends that live in WA state at Mt Bachelor. I live in western ****** approx 4hrs away from Mt Bachelor.I got extremely sick 2 days before the trip and notified Mt Bachelor via email as soon as I could. I really wanted to go to the Mt Bachelor as Ive never been before and Im an avid snowboarder.After exchanging emails with their the info@mtbachelor email I was very unhappy with how I was treated. I had covid like symptoms and asked them if I sent them proof of a positive Covid test if they would reimburse me and they wouldnt directly answer the question or offer me a reimbursement.I was very displeased by how I was treated and I didnt get a response from a manager until I asked twice.I will be leaving a poor review on all platforms if I do not hear back about an appropriate resolution in a timely manner.I did not end up going to the mountain and my friends who were there said the snow was nice and it was a great day. I was seeking a refund over unexpected sickness and no other reason.

  

  Business Response

  Date: 03/16/2025

  Dear Valued Guest,
  
  My understanding is that you have been in correspondence with our ************** Team. As previously discussed,we were sincerely sorry to hear that you were unwell during your visit to ************** and hope you've since recovered.
  
  Regarding your March 7th,2025 visit: while Mt. Bachelor was fully operational that day, we understand how disappointing it must have been to be unable to enjoy the mountain due to illness. Although our standard policy doesn't allow refunds when the mountain is operating normally, we recognize that unexpected circumstances do arise and will always ensure we do our best to make accommodations to support the best guest experience.
  
  As a goodwill gesture, after learning of your situation, we issued a credit for the full value of your purchase that can be applied to any visit during the upcoming winter season. This credit will remain valid through the end of the 25/26 season, giving you flexibility up to 12 months from now, to return when you're feeling well.
  
  We'd be happy to help you plan your next visit to ensure you have the exceptional mountain experience we strive to provide all our guests. Simply contact our guest services via e-mail at ******************************** when you're ready to use your credit.
  
  Thank you for your understanding, and we look forward to welcoming you back to Mt. Bachelor soon.
  
  Kind Regards,
  **** ***** || Director of Resort Services 

• Initial Complaint

  Date:02/13/2025

  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.

  01/31 during the snowfall, we discovered our rental vehicle, a 4x4 SUV, had bald tires and could not travel up the mountain from **** as we were sliding and risked crashing.The conditions were too poor to even drive back to the airport to swap rentals. We are tourists from *********. The response from Mt. Bachelor was theres a bus, the mountain was open.Thursday tickets were $99x 2 Friday tickets were $113x2 Plus food and drinks. We spent nearly $600 and cant get $226 back when we never even set foot on the property because we couldnt travel there. I am only seeking reimbursement for $226

  

  Business Response

  Date: 02/23/2025

  Dear Valued Guest,

  We are sincerely sorry to hear that your rental vehicle did not meet your needs when visiting **************. On January 31st, 2025, Mt. Bachelor was open and operating, as was the road to the resort. Our city bus service, which operates daily on an hourly schedule to and from the mountain, was also running that day.

  While we understand your frustration and appreciate your direct correspondence acknowledging "I realize what the website says about refunds and transfers," we must maintain consistent policies that protect the investment of all our guests. As the mountain was fully operational with reliable transportation available, we cannot offer a credit or refund for your tickets.

  Like all ski resorts, we operate in a winter environment where weather and road conditions are inherent factors that guests need to consider in their planning. Our daily mountain report provides transparent details about conditions, allowing guests to anticipate and prepare accordingly. Additionally, our city bus service is specifically designed to provide reliable mountain access regardless of personal vehicle limitations.

  At Mt. Bachelor, delivering exceptional guest experiences is at the heart of everything we do. As I am sure you can appreciate, our policies are carefully designed to ensure that we can consistently provide the high-quality mountain experience that all our guests expect and deserve. While we understand your disappointment, maintaining these standards requires us to honor our commitment to the entire Mt. Bachelor community.

  We truly value your feedback and hope you understand that our position comes from a place of fairness and responsibility to all our guests. We sincerely welcome the opportunity to assist you with planning future visits to ensure a better experience. 
  

  Kind Regards,

  **** ***** || Director of Resort Services 
  
  
  

  Customer Answer

  Date: 02/23/2025

   
  Complaint: 22935599
  
  I am rejecting this response because we traveled across the country and paid to ski for two days. We only got to ski for one due to a transportation issue.
  

  I dont care that the mountain was open and there was bus transportation. WE ARE TOURISTS AND FIRST TIME SKIERS. It wasnt reasonable to risk life and limb to continue in the conditions.

  We had never been there before and did not know there was an option for a bus. There was an active snow storm happening and it was not reasonable nor feasible to drive to catch a bus. The conditions were so bad we were concerned we would get up there and get stuck even if our transportation got us there.

  
  Disgusted. 
  

• Initial Complaint

  Date:01/21/2025

  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.

  Today, 01/21 I went to ski at mt bachelor. It was the most poor ski experience that I have ever had. It was blocks of ice, even trying to get off the lift. I was so disappointed and after one run and all the money spent between skis, lodging and ticket, I left. I dont have anything nice to say, besides the great customer service I got from a young man while getting my skies. The Asian lady that helped me with the rentals was so rude and unpleasant that I shouldve left right at that moment .Very very disappointed. I loved the town but I got great customer service in **********

  

  Business Response

  Date: 02/01/2025

  Dear Valued Guest,

  Thank you for sharing your feedback about your experience at Mt. Bachelor on January 21st, 2025.
  

  We sincerely apologize that your visit did not exceed your expectations. Guest experience is a key priority, fundamental to everything we do at Mt. Bachelor, so we truly value guest insights as it helps us identify opportunities to better serve our guests and enhance our guest's experience in the future.
  

  We would welcome the opportunity to personally address your concerns. Please contact our ************** Team directly at ******************************** We want to ensure your next visit delivers the exceptional mountain experience you deserve and that we always strive to provide.
  

  Thank you for taking the time to bring these matters to our attention.
  

  Kind Regards,

  **** ***** || Director of Resort Services

  
  

• Initial Complaint

  Date:02/29/2024

  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 a 4 day pass for my wife. A few days later we found out she was pregnant and was informed by the doctor she was unable to ski safely. During my purchasing process there was an option to select Pass Protection, but there was no explanation as to what was and was not covered (i.e. not policy was available online). I searched their entire website and was unable to find any documentation of this policy prior to purchase to be safe. I assumed it covered things like injury or something that prevented a skier from going on their trip and assumed like most reasonable businesses that life events such as pregnancy would naturally be covered regardless. Considering it's a child's life that would be as risk. When I reached out for a refund they denied my claim. I explained there was no policy on their website that explained what the pass protection did and did not cover and therefore I was unable to make an informed purchased at that time. They provided the policy to me over email. I explained I'd be happy to pay for the pass protection after reading the policy. I even went as far as not requesting a refund and just asked them to transfer the days to my name even thought I knowingly wouldn't be very unlikely to use them. Fast forward a week later and their website now had the policy link available to anyone purchasing their passes. I caught a major mistake on their end and they fixed the website as soon as I made them aware. While I appreciate that they updated their website with this information the fact reminds that I did not have the ability to do my due diligence and they are unwilling to help be rectify that situation.

  

  Business Response

  Date: 04/13/2024

  To Whom It May ******************* and ********************* purchased the product in question, from Mt. Bachelor in November of 2023.
  

  At Mt Bachelor, guests look forward to each season of skiing and riding with their friends and family. With that said, there are *** be unforeseen circumstances that come up each year. For those unforeseen circumstances, accidents or life changes that could occur, Mt.Bachelor provides some protection for purchased pass products in the form of the Pass Protection Program. Pass Refund Protection (***) protects qualifying season pass purchases from an unplanned occurrence that prevents them from using their season pass for the entire or remainder of the ski season.
  

  All customers purchasing pass products from Mt. Bachelor are offered the option to add on $49.00 ***.  During the checkout process, **** and ********************* physically de-selected the *** add-on, in turn,indicating their desire to opt out of this program. By doing this, they are accepting that their pass product will be nonrefundable under all circumstances.

  Again, we understand that there are many situations that prevent people from using their pass products and that is why we offer pass refund protection. When guests decline this, they accept that risk. There is no option to add the Pass Protection Program to a pass after it has been purchased   it must be purchased concurrently. There are NO REFUNDS for any Pass Product without enrollment in the Pass Protection Program. All Pass Products are illegal to resell under Oregon law and cannot be transferred.
  

  *** has been available since 23/24 pass products went on sale. Information was available in advance at the following locations as well as in the moment, at the time of the transaction.
  

  * ***************************************************************************************;(towards the FAQ's)

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

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

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

  In fairness to all customers who purchase the ***, we are unable to make exceptions to our policy. As such, Mt. Bachelor will not be refunding **** and ********************* as they were given both the information and option to ensure they would receive a partial or full refund, but elected to not purchase Pass Refund Protection, and in turn, did not enroll in the Pass Protection Program. 

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21367340
  
  I am rejecting this response because: ************* they provided in the email were not provided at the time of purchase like they are claiming. 
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 04/24/2024

  I'd like you to review the entire correspondence with Mt. Bachelor. They never one were able to provide me with a reason why their policy was not available at the time of purchase. Shortly after I brought this to their attention they updated their website. I'd like to know why they will not provide a refund after knowingly knowing they failed to provide this information at the time of purchase.

• Initial Complaint

  Date:04/26/2023

  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.

  A staff member grabbed my snowboard from me and would not let me leave the area. He physically kept me from my board and leaving. He then verbally assaulted me infront of an entire lift line and crowd of people. I contacted management about the incident and have been waiting for a call back for 3 weeks.

  

  Business Response

  Date: 09/03/2023

  To Whom It May ******************************** was a guest of Mt. Bachelor on 4/8/2023.
  
  Mt. Bachelor employees are vigilantly on the lookout for cases of pass fraud, (knowingly using a pass product under false pretenses) in order to protect the investment of the vast majority of law-abiding pass holders.
  

  On this day, **************** was requested to remove himself from the lift line to have his pass checked as it was believed that he was in breach, based on the overhead monitor picture not matching the physical guest accessing the gate.

  The ****************** was able to confirm that **************** did not have a pass of his own or had not purchased a day ticket, therefore, resulting in the guest making a conscious decision to use his sons pass for lift access. As this was a theft of services, severe penalties for actions such as Mr. ******************** style="font-size: 0.875rem;"> can include fines, season-long or lifetime access bans to Mt. Bachelor, and/or criminal charges will be assessed to both the fraudulent user and the consenting passholder. 

  **************** was asked by a Public Safety employee to pay a restitution fee as well as purchase the days lift ticket in order to continue skiing or snowboarding.**************** was also presented with the option of having Public Safety call the **************** to have him cited for pass fraud/theft of services. *************** chose to pay the restitution fee but did not purchase a lift ticket,therefore he was no longer able to access lift-serviced riding on 4/8/2023.
  
  Mt. Bachelor will not be refunding **************** for this intentional theft of services.