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:03/06/2025

  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 have been disputing a large refund with Seven Springs Resort since December 2024 that I have been denied twice for. My bank and I have given Seven Springs ample proof of:1)The fact that the merchant has already approved and given a refund to me for all products (4 tickets), however the money was never refunded to my account. I have proof in email of the merchant approving the refund. I have proof in email of a receipt from the merchant showing the refund that had been approved and given to me. 2) The refund was requested within the rules and regulations of the "Merchant's Cancellation and Refund Policy". I again have proof via email of when the cancelation was initiated and this does meet the merchants ********* bank has disputed this claim twice and has been denied twice by Seven Springs resort. Seven Springs Resort has only stated that they have denied the claim because I did not meet the standards of the merchants cancellation and refund policy. My bank states there is nothing more they can do since the merchant has denied the claim twice. I would like to file a complaint alleging:1) I met the "Merchant's Cancellation Refund Policy".2) I was approved for and given a refund for purchased items (4 lift tickets: Two $215.83 charges).3) This money still has yet to be returned to my bank account.Attached:Email 1: Shows initiation of cancelation/refund on Dec. 17th at 2:47pm Email 2: Shows Seven Springs agreeing too and initiating refund on Dec. 17th 3:35pm *** Refund Proof: The refund receipt on Dec. 18th from Seven S. R. showing a refund given of each ticket. Shown as Quantity: -1 near bottom of receipt. ******************* The refund receipt on Dec. 18th from Seven S. R. showing a refund given of each ticket. Shown as Quantity: -1 near bottom of receipt. Email 3: Shows me looking into why the refund has yet to show up in my bank account Dec. 25th

  Customer Answer

  Date: 03/12/2025

  The disputed transactions, two charges of $215.83, has finally been refunded to my account on ********.  

• Initial Complaint

  Date:09/18/2024

  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.

  I am an Epic Pass Reward member which suppose to have 20% discount on lodging. On Aug 31, I attempted to book the Tower Queen room online for Dec *****, but I was unable to apply discount. Before adding to the cart, the price showed $586 before tax, but it changed back to regular price $732.04 during checkout, even though all other room types (Lodge ****** Tower King) were reflecting the discount. I believe it's a system glitch, so I reached out to the customer service asking them to fix this system glitch through chat as well as email. But both told me that they couldn't resolve the problem.I called in a couple days later. But one of the agents gave a quote which is higher than their online price (don't remember the exact price, around $30 higher). She suggested I could wait and see if the system glitch would be resolved so I could get the better ******** I waited a couple of weeks during which I attempted to book multiple times but the website booking system glitch has never been addressed. On Sep 16, I contacted the customer service through chat again. At this time, the online price for the Tower Queen room was still $586 before tax and the system still had the glitch. The agent tried to help but she couldn't resolve the system error, and suggested me to call and book.On Sep 18, I called Seven Springs resort, and the agent quoted an even higher price ($647 before tax). I explained the online system issue and she told me that I could email them to get it resolved by a supervisor. So I emailed again with all the screenshots of the system error. Soon I got a reply that they couldn't honor the original online price.Since then, the online prices also went up. So now I'm stuck with a higher price due to the system glitch compounded by the lack of resolution to fix it in more than two weeks.I'm really frustrated that Seven Springs Resort couldn't honor the price when it's their fault. I here request to get the original $586 rate for Dec *****.Thank you.

• Initial Complaint

  Date:12/22/2022

  Type:Customer Service 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 purchased tubing tickets for Christmas Day a month in advance, have tried for weeks to have the tickets cancelled and money refunded by Seven Springs. They’ve ignored emails and I’ve spoke repeatedly with Bridget, who’s cancelled the tickets and ensured in several calls spanning 4 weeks time that a refund would be sent.
  Tickets were $136.74. Bridgett told me refund was sent to my bank on December 8th. When I called back a week later she said they’d forgot to hit the button. When I called a week after that, she promised a return call after she looked into it and no refund, no returned call or emails.
  They agreed to refund the tickets that were purchased in advance, it’s now the 22nd of December, still 3 days away from date tickets were purchased to use.
  Please help me to get them to refund my $136.74, payment made to them on November 18 2022.

  Business Response

  Date: 01/04/2023

  
  Good afternoon *******:
  
  This has been resolved and credit issued - in our system it was actually credited the day the guest called but for some reason did not flow through to their credit card.
  
  Thank you,
  Jerry

  Customer Answer

  Date: 01/05/2023

  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I would like to add an image of proof that the refund was sent on January 3rd 2022, that statement was false by Seven Springs, but yes this has now been resolved.

  They sent the refund on 1-3-22 and I can confirm today 1-5-22 it was finally refunded to my account.

  It undoubtedly wouldn't have had this outcome without your help. I'm thankful for the bureau's quick effort to help consumers be treated fairly and hold businesses accountable.

  Thank you!

  
  
  
  Grateful regards,
  
  
  
  ****** *****

• Initial Complaint

  Date:09/02/2022

  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 made a $250 deposit on a block of rooms for my wedding on 6/4/22. I paid $250.00 on 8/10/21 for the event on 6/4/22. Seven Springs, Dawn B***** Group Sales, was to credit my room or return the money to me if we had guests book from on 6/3/22 (6) and 6/4/22 (15) which we exceeded that number. Their computer system was down for about 4-6 weeks. Many additional guests were unable to book rooms because they could not take reservataions. It was quite a bit of confusion checking in due to their computer system problems. I have contacted Ms. B**** numerous time to get the $250.00 returned. I even offered to take a gift card in place of a credit. She assured me it was taken care of but I have never received money. I have enclosed the contract, the list of guests that booked rooms. The charge statement for the $250.00. The charge statement for the payment of the room deposit and balance. It is the more expensive room. I paid for the room in full not credit was deducted from the room rate. I am hoping you can assist me in this matter.