Complaints

This profile includes complaints for High Mountain Helicopter's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  High Mountain Helicopter

  14885 Sporting Club Rd Jackson, WY 83001-2475

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  High Mountain Helicopter

  10 Warm Creek Ln Victor, ID 83455-4931

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:03/05/2025

  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 booked a heli-skiing trip with High Mountain Heli at ******************** for February 15, 2025. The total cost was $1,900 per person for six guaranteed runs.On February 13, we were told poor weather would likely prevent skiing, with a final decision promised by 7:30 AM on the 15th. We were told we were "on hold" the morning of and heard that we would get to go in the helicopter to ski at 9:30 AM. Despite the low chances of skiing and obviously unoptimal weather conditions, we were taken up in the helicopter without any clear communication about the possibility of a reduced experience or pricing adjustments for a reduced experience.After returning, we were unexpectedly charged $950 per person half the full pricefor less than half a run, with no breakdown of how this cost was determined. We were told there would be no refund or option to apply our deposits toward a future triponly that the trip was heavily discounted. However, this discount was never explained in advance, leaving us feeling misled and frustrated.Our concerns:Lack of transparency: No clear policy on partial experience pricing, leading to unexpected charges.Unfair charges: We paid over half the full price for less than 20% of the experience promised.Unethical practices: The company took us up despite knowing we were unlikely to ski as planned and then charged us an arbitrary amount.This felt like a bait-and-switch. We would have preferred to hold our deposits and reschedule, but that option and opportunity for transparency was never given. Given the lack of transparency and fairness, I am requesting a full refund of the $950 per person charge and our deposits.I hope the BBB will help ensure this company improves its policies and avoids misleading future customers.

  Business Response

  Date: 04/08/2025

  *******,
  I wanted to address ******* accusations. We run a 100% weather dependent heli ski guiding company. As you'll see in the attached emails and a cursory review of our website this information is posted in multiple places despite her claim. She also claimed we did not communicate with her, we not only called her 3 days before her trip trying to rebook her but communicated the exact situation at 730AM the morning of and they made the decision to give it a go that day. Furthermore she isn't even the one that booked or paid for this trip, she is a mid 20 something who is clearly upset, but **** her father was calm and understanding of the situation. She also lied saying that we only communicated with the other 2 members of her 4 person group, but in the attached emails you can see the screenshot of our text to the group leader who said he was in touch with the *********.
   
  She also went so far as to complain to our Landlord who reached out to me personally and voiced his annoyance with her behavior and frivolous complaint.
   
  Lastly, to address her accusation about a non transparent formula for her refund. We have had the exact same calculation for over 10 years when we are not able to complete a 6 run day. If she understood our business or even simply asked us we would have explained to her that the first run is by far the most expensive. We carry all the fixed costs of the day from the guide and office staff to the pilot and mechanic no matter if we ski or not. Once we take all 3 of the groups out to ski, it's even more expensive as we are burning fuel and heli time every minute. My point is the 1900 dollar cost isn't just divided by 6 as all the upfront costs need to be accounted for in the first run, then each consecutive run after becomes cheaper.

  We have sent her our T&Cs and cancellation policy in writing. We will not be wavering from that as it is our policy.

  Thank you
  **** ******
  

  
  

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 22983073
  
  I am rejecting this response because:

  Alongside this response being extremely dismissive and disrespectful, I am not happy with my experience, nor my fathers, at High Mtn Heli. While I am 23 years old, I reiterate that I am a PAYING CUSTOMER.

  The correspondence in the text message images shows the conversation we had with ****** at the company. We were told that we would have a go/no-go decision by Friday at 4 pm, which got pushed to Saturday at 7 am and then again at 9 am. We were given the option to cancel and rebook over a phone call. However, this would mean we forfeited our $500 per person deposit, which we did not want to do. We sat at will of the High Mtn Heli team until Saturday at 9 am when they communicated that they decided we could fly at 10:30 am. We were never told that we might not get all of the runs in or what the cost would be if that happened, just that they decided we would go up. Because of this I continue to request a refund for this terrible experience. 

  Sincerely,
  
  ***** *******