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Business Profile

Resort

Jay Peak, Inc.

This business is NOT BBB Accredited.

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Complaints

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

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Jay Peak, Inc. has 4 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints 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 status

    Complaint type

    • Initial Complaint

      Date:12/19/2023

      Type:Service or Repair 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.
      I purchased a season pass to the Pumphouse Waterpark on 8/11/2023. I was told in person when I purchased them that the season pass ended on December 15 2023. We went to the waterpark on that day and were turned away being informed that they actually expired on December 10. The people working the Park knew that multiple people were told the December 15 date and did not honor it. Contacting the business's customer service was met with an apology but no actual action. I had the pass for 20 weeks and they took 1 of those weeks away. I would like that week refunded ($20 dollars).

      Business Response

      Date: 01/05/2024

      Director of Marketing has responded to the guest directly offering a $20 Move Up Gift Card. We are also reviewing internally with the **************** team how to improve communication surrounding the waterpark season passes and what, if any, additional tools are needed. 

    • Initial Complaint

      Date:03/22/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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 came to Jay Peak March 19th with a discount deal distributed by inn (*************************) I was staying at. It clearly states $63 discount rates "daily from 3/19", see the photo attached.Yet, stateside ticket office refused to honor the coupon, trying to explain to me that "Daily" means "weekday". Even the same coupon clearly uses "Mon-Fri terminology" for weekdays. I've tried arguing with the representative but couldn't continue forever (or wait for a manager) considering two kids waiting for me in the cold (ticket office windows are outside). I ended up paying $110 more for my family to ski yesterday. I would like to get reimbursed for it. I've spent plenty of money at Jay Peak last year and this year and this leaves a bad taste about the whole experience. It is not like a customer can just tell 2 kids, "oh we can't ski today because resort is making me pay $110 extra", unplanned, for the experience.How do I go about resolving this problem?I would expect business to honor this coupon even if there was a typo. There is nothing on the coupon that says its terms can be changed at any moment.In what world would the discount coupon allow me to ski for $82/$64 respectively on a weekend during prime season, and yet force me to pay full rate on late season weekend?I've tried emailing customer service, but got no response.I've tried calling customer service, but got nowhere, rep hung up as soon as it got a little confrontational. Any assistance would be great here...

      Customer Answer

      Date: 04/02/2023

      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. 

      I received an email from the vendor literally an hour after you've sent the complaint over to them. They accepted that the problem was on their side and issued a refund to me.

      Regards,

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

    • Initial Complaint

      Date:02/23/2023

      Type:Product 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.
      I went to the Jay peak water park on 2/19 and rented a large locker, which I was charged a $20 key deposit for. Upon leaving, there was no one at the front desk to return the key to in order for me to get my deposit back. Nothing else at the front desk, including a key return box or other instructions. Therefore, I left that night with the key and went to return the key the next day.Upon returning the key on 2/20, I was informed that I wouldnt be able to get my deposit back because I should have known to return it the previous night at the wave shop, a completely different business in their complex. Their lack of clear communications on how to return a key after failing to staff their front desk during business hours meant I couldnt give them their key. Its unreasonable that they have since stolen my deposit because of that. Ive tried reaching out to their customer service email, but received no reply.

      Business Response

      Date: 03/11/2023

      Have them get in touch with me directly, ***********************, at ********************************* and I'm happy to help reconcile the issue.

       

      sw

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