ComplaintsforSnow Valley Ski Resort
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/09/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We were going up the ski lift when it suddenly stopped. We were waiting for 30 minutes before a ski patrol member came and talked to us. They said a maintenance issue had occurred and they were trying to fix it instead of evacuating. We waited another 30 minutes to see if the maintenance error could be fixed. We called the emergency hot line and they still refused to start the evacuation process. We told them our knees were hurting from the weight of the skis and the little kid next to me was having an anxiety attack. We are very upset that they have left us stranded up here and have refused ti start the evacuation process.Initial Complaint
03/30/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Ordered advance 7 lift tickets (3 Adult full day and 4 Young Adult full day totaling $573.75) online on 03/01/23 for use on 03/05/23 (order number ***************). County forced all roads to be closed without any exceptions due to excessive snow. The company doesn't answer calls and directs communication via email. Company responded once and indicated they could transfer the lift ticket to a new day with the stipulation that it must be used this season and with advanced notification. I explained that I cannot make any arrangements to come up again this season. Company will not respond to my request for a refund and has ceased all communication with me.Initial Complaint
02/07/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I was attempting to purchase lift tickets for another resort with a similar name. I was not aware that I was on the wrong business's website. I purchased the tickets and once I saw the receipt (about 10-15 mins later) I called them to ask to be refunded as it was made in error. They said they could not refund the tickets even though I had just purchased them.Business response
03/07/2023
This matter was approved to be refunded, but due to the mountains being closed, we're a little behind on processing. Our staff are not at the mountain due to road closures since last week.Initial Complaint
01/27/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On 01/05/23 I purchased 3 adult all-day tickets for 01/06/23 (***************** for approximately $450. The individuals using those tickets qualified as young adults. I sent an e-mail inquiry if it would be possible to change the Ticket-Type I ordered from Adult to Young Adult since the total price difference would be around $50. On 01/06/23, as my family and I were all in line preparing to begin our snow day, I received an e-mail informing me my initial order was cancelled and to re-order. There was ZERO consultation about the methods to get the price difference between the ticket types. The resort refused to honor my initial order & forced my entire family to wait at the end of "day-of" ticket line despite my ordering ahead of time & my lack of consent for order cancellation. Despite ordering in advance and arriving at the resort at 8am, this fiasco prevented us from snowboarding until 2pm. One senior employee assisted my family and me, and took down my information with the promise of getting some kind of consolation passes to us. I have made several attempts to contact the resort since then and as of today, 01/27/23, I am yet to receive any kind of response. I appreciate any assistance.Business response
02/10/2023
We regret the situation our guest faced and would be happy to send the 4 vouchers as requested and hope they will visit again in the future.Business response
03/07/2023
I personally mailed the vouchers out. I am unable to get to my office at Snow Valley due to highway closures, but will mail 4 more out when I can eventually get back there. Would the guest please also confirm his address? I mailed it to the address provided in the complaint.
I'll mail 4 more out, but still not allowed up the mountain. Not sure when I will be back at the ski area to mail them out.
Customer response
03/11/2023
Better Business Bureau:
I appreciate the communication and understand that the weather storms and resulting road-closures were out of the resort's control.My address is the one that was provided with this BBB complaint:**** ***** St., *** **********, CA *****.It is sometimes listed with the city "******" instead of "*** **********" so perhaps it might be best to use:**** ***** St., ******* CA *****
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Customer Complaints Summary
4 total complaints in the last 3 years.
1 complaints closed in the last 12 months.