Business Profile
Ski Resorts
Alterra Mountain Company U.S. Inc.This business is NOT BBB Accredited.
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Complaints
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Complaint Details
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Initial Complaint
01/10/2025
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I received a email saying my ikon pass is deactivated because I'm selling/renting my pass on ******** marketplace. I call them. they mentioned they have a photo as evidence from ******** marketplace listing showing my pass number. But my pass is not lost, I NEVER sent my pass photo online, I NEVER sell/rent/borrow my pass to anyone else. I don't understand how come they find my a photo include my pass number. They refused provide me further information about the fake "photo" they found online.I have my physical pass in my hand, I have all air ticket, hotel reservation as evidence showing the pass is only used by myself. I have my ******** account ready to show I never listed anything regarding my pass. So please contact me as soon as possible to clarify why my account is being activated because of some fake photo online! and activate my pass as soon as possible!Initial Complaint
11/04/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On October 30, 2024, I renewed my **** season pass for *******. I was not planning to renew my pass because I purchased one for ******* season and did not use it. However, on October 30, 2024, I received an email from Ikon explaining that if I renewed my pass on or before October 30, I would receive a $140 incentive off the price of a basic plus pass. I clicked on the email expecting to receive this incentive. However, it did not include the code to obtain the incentive, and I could not find the code in the original email. I then completed the purchase for $1,269.00, figuring I could obtain the discount later as I completed the purchase by October 30. Shortly thereafter on October 30, I then received another email from Ikon with the code for the discount. I attempted to add the code to the **** website but was unable to obtain the discount. I then emailed Ikon explaining my problem. On November 2, I received an email response telling me I was no longer eligible for the incentive because it was no longer valid. On November 4, 2024, I called Ikon to try to resolve the issue. I was told that the incentive would not be honored as I did not request it under the November 30 deadline. I then asked for a full refund of the pass and was told that I could not receive a refund. I believe that I complied with the terms of the discount and that I would not have renewed my pass without this discount. I am requesting that **** either apply a $140 credit or refund the $1269 purchase price.Initial Complaint
10/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
The website is intentionally confusing, and does not explicitly detail that some locations are ineligible for use unless you buy the highest tier pass. Throughout the check out process, there was no information about which locations were eligible for use, and when calling customer service, I was transferred multiple times, told that IKON never refunds and I was wasting my time, then hung up on. I have now paid for a ski pass I cannot use, after being intentionally misled, and there is no option for refund, cancellation, or transfer to another person.Initial Complaint
08/22/2024
- Complaint Type:
- Order Issues
- Status:
- Unanswered
I hope this letter finds you well. I am writing to discuss an issue with my season pass for last season, which unfortunately I was unable to use due to unforeseen circumstances.In November , I traveled out of the country to an another country ***** *********** where there was no cellular service or internet access. During this time, I attempted to contact your customer service team before the deadline of December 8th, but I was completely out of reach and unable to send any communication. I can provide pictures and further details of the location I was in if needed.Additionally, I had suffered a broken collarbone, which further prevented me from being able to participate in any activities that the season pass would have allowed. Due to the combination of these factors, I was unable to use my season pass at all last season.Given these circumstances, I kindly request a refund for the unused season pass, or alternatively, I would greatly appreciate it if you could defer the pass to be used in the upcoming season.I did however contact cs recently and they said it wouldve been possible if I contacted before however I do recall I called in and spoke to a gentleman I do not remember the exact date however. I understand that the deadline has passed, but I hope you can consider the exceptional nature of my situation. Please let me know if you require any further information or documentation to process this request. I look forward to your understanding and a favorable resolution.Thank you for your time and consideration.Sincerely,HaroonInitial Complaint
05/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have an account credit of $1059, that was not available in my account for use when I needed it to purchase a new pass on Apr. 18, 2024, before the price was supposed to increase. I called the company's customer service line but was put on hold for nearly two hours and never got through. I then emailed the company with the situation on the same day. The company didn't respond until a week later. And now the company is telling me that I would have to pay higher price, even when the whole situation was caused by the company's neglection and failing to operate as they promised. So I am requesting a full refund of my credit of $1059 in cash.Initial Complaint
02/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Hi, this is a little disturbing. In short, I purchased an **** ski pass (**************) in October of 22' for *******. Unfortunately, I was in a bad accident which required surgery in early 23'. I called the **** pass office to get refunded, and they couldn't do that but would be happy to defer it to the *****' pass. Great. I am all healed and ready to go this Saturday the 3rd of March to Snowbird ****. I called yesterday to see if I could register my pass on line, or if I needed to go to a ticket window. Well, here is the disturbing part. I was told, which I never was on my previous calls, that I had to re register my pass prior to October 1st of 2023. Hence, now my pass is null and void. If I was simply told to re register, I obviously would have. I spoke with ******** at **** who was very polite, but confirmed there was nothing she could do. Now I have to go and buy a six day pass for almost ******* dollars. I run a small business, and if I ever did that to one of my clients, which I never would, I would be out of business. This is really bad business and I have never reached out to the BBB prior, but I just had to say something. Again, this is very disturbing to say the least. Any help you can offer would obviously be greatly appreciated. I am not a person to ever complain, but this just doesn't sit right in my gut. ********************* ************Initial Complaint
02/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Bear Mountain Resorts sold me a season parking pass for $420. This was guaranteed for the entire season. I lost or misplaced the pass and they will not issue me a new pass. I have been buying these parking passes for four years now and two years ago they applied bar codes to help guests from theft of passes and to keep track of who owns the pass. Despite their efforts, they still allow people without paid parking passes to park in the *** area. We still have months left of the season and I will no longer be able to use what I paid for because Bear Mountain refuses to offer me a replacement pass. I have been living here 17 years, I buy season passes and my child is on the ski team. This is UNBELIEVABLE. Terrible treatment. I have a copy of the contracts and have found that this activity is criminal. If Alterra does not contact me and replace or refund the pass this will have to be taken to court.Initial Complaint
01/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased 4 Ikon Base Pass ski passes from Alterra Mountain Company, paying $2216. A primary reason for selected **** was the proximity of ****************** Mountain in ***. 2 weeks ago, I tried booking reservations to ski at *******, but found the Ikon passes to be blacked out every weekend this ski season (through mid-March). While there are a few blackout dates that I am aware of and are clearly advertised, no where in Alterra's marketing and sales materials did it indicate that my passes could be blacked out during the times I have tried to use them. This represents a "hidden blackout" and is false advertising and fraud. I contacted Alterra, and was told essentially, "too bad, it's up to *******, not **." But Alterra sold me the passes, not *******, so it's Alterra's responsibility to fully disclose how they can be used.Initial Complaint
01/02/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Date purchased Ikon Pass - December 14, 2023 for my son *********************** Paid $429.00 The business committed to providing **** a ski pass I am disputing this charge of $429 for an Ikon pass that **** was unable to use due to the flu. On January 2, **** **** became ill with the flu and was unable to travel. I have documentation that he had a flight schedule on ********* Airlines for January2-6 confirmation 34ZI45 which was cancelled on January 2, **** due to his illness and unable to fly On January 2, I contacted **** pass and spoke with ** at ************ to explain what had happened and requested either a refund or to extend the pass for ****-2025 but they were unwilling to help me. He was rude and would not provide any information about his name or the company Alterra. He told me to ****** it. I contacted the company that owns Ikon Pass, Alterra Mountain Company and left a message ************. I also contacted my credit card company WellsFargo cash card ************** disputing the charge. I was issued a claim number ******** and instructed to contact the ***************** if additional questions at **************. Due to the situation with my son, I am requesting a refund in the amount of $429.00. In addition, I would like it to be noted that the representative JD was rude and not willing to help or provide any information. I would appreciate your help in this matter. Thank you.*************************** ************Initial Complaint
12/21/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
This company has auto responses on all of their customer service platforms has not responded to my urgent matter in almost 3 weeksIve called, emailed, and sent messages on social media. The automated response on the phone leads callers to no where, their email address is set to auto reply. Their Instagram account is removing any comment made on their posts that contain the words customer service.They are blocking their customers from speaking to representatives and are offering no other alternatives or ways of contacting anybody.This is an unethical business practice and should not be ignored. They are worth over $8 billion and should have the resources to respond to their paying customers.
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Customer Complaints Summary
23 total complaints in the last 3 years.
7 complaints closed in the last 12 months.
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