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:04/10/2025

  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.

  On April 1, 2025, I purchased a Base Ikon Pass through your website for $909. I promptly received a confirmation email stating that the pass was valid and ready for use for the 2025 and 2026 seasons. Relying on the Buy Now, Ride Now language advertised, I planned a last-minute trip to **************** for April 2, 2025.However, upon arriving at Mammoth and attempting to pick up and use my pass, I was informed that it was not active. The only solution presented to me at the time was to upgrade my pass at an additional cost of $420 in order to access the mountain that ****** shown in the attached screenshot of your advertising, your website clearly states Buy Now, Ride Now. I made my plans based on this representation and believe I was misled.Given the circumstances, I am requesting a full refund of the $420 I was forced to pay to upgrade my pass due to this error.

  Business Response

  Date: 04/15/2025

  Hi ******,

  Thank you for taking the time to provide detailed information and feedback. I have reviewed your Better Business Bureau complaint, and your Ikon Pass purchase made on April 1, 2025. I sincerely apologize for the frustration you experienced during your visit to *****************
  

  Our Buy Now, Ride Now benefit landing pages state the pass access details. I have attached two screen shots as well as information on spring skiing access located in the shop passes selection page, before adding a pass to your cart - *******************************************************
  

  Buy Now, Ride Now

  Grab your 25/26 Ikon Pass today and get access to spring's slopes at up to 17 destinations, with immediate access at select mountains. Visit the spring skiing page ******************************************************* for all access start dates and information.
  

  With your upgrade to the full Ikon Pass,you gained access to **************** and additional benefits and overall access to more destinations. More information about these benefits can be found here:
  

  Compare 25/26 Ikon Pass Benefits - **********************************************************
  Compare 25/26 Ikon Pass Access - ********************************************************
  
  Please let me know if you have any questions. Have a wonderful day.
  
  Thank you,
  
  ****** ******
  VP Contact Centers
  *****************************;
  *************

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair 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 a season pass for $1200. I arrived at the lift ticket office in the ********* and ********* only to be told the pass was not active. I called Ikon immediately and followed up over the days during my ski vacation. I was told there was a clerical error on their end. A subsequent call revealed that it was my fault for not checking off the waiver box. Still another call months later revealed I am at fault for not uploading a photo in time. They owe for $250 for the lift tickets I should not have had to pay for given I purchased the Ikon pass. I was given the wrong email address when told to escalate this up to management. Now I am told I will hear from ****** tomorrow after she calls Europe. I was already told to contact the offices in ****** who replied that they would not refund me. As seen on the reddit string, I am not the only one who encountered problems with Ikon.

  Business Response

  Date: 04/09/2025

  Hi *******, 
  

  I have reviewed your Better Business Bureau complaint. First off, thank you for taking the time to provide detailed information and feedback. We sincerely apologize for your experience.

  Our Ikon Pass ******, ******, is in communication with you and your case is under review. We are working to resolve your issue, and we will be in touch no later than Friday, April 11.
  

  Have a great day.
  

  Sincerely,
  

  ****** ******
  VP Contact Centers
  *****************************;
  *************

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23145469
  
  I am rejecting this response because:
  I submitted **** receipts and emailed ****** but she has yet to respond.  I purchased a season pass but was denied passes in ******.  I would like to get compensation for my additional out of pocket expenses the pass promised to cover.
  Sincerely,
  
  ******* ********

  Business Response

  Date: 04/29/2025

  Hi *******, 
  

  Thank you for your follow-up.We have confirmation that you and ****** have resolved the issue as of 4/21/25.
  

  If you need any further assistance, please reach out to our **** team. Have a wonderful day.
  

  Sincerely,
  

  ****** ******
  VP Contact Centers
  *****************************;
  *************

  
  

  Customer Answer

  Date: 04/29/2025

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

• Initial Complaint

  Date:03/28/2025

  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.

  **Background:**In October 2024, I purchased an Ikon Pass based on information provided by a representative during a phone call. I understood that I was offered three days of skiing at each of their 40+ sites, which I interpreted to mean three days of access at each participating mountain. However, upon attempting to use the pass, I discovered that the benefit was limited to a total of three days across all locations. When I inquired about this discrepancy, I was informed that there are no refunds. Additionally, after my purchase, I received an email regarding cancellations, but their policy site was down (document attached)- **Unjust Revocation of Pass:**After filing a dispute with my bank regarding the charges, Ikon Pass unilaterally revoked my access to the pass, effectively confiscating a product I had paid for. This action is unjust and has resulted in a financial loss.- **Refusal to Provide Documentation:**I have made multiple requests for copies of any signed legal documents related to my purchase, as I am unaware of signing any such agreement. Additionally, I have requested recordings of the phone calls made during the purchase process. Ikon Pass has repeatedly refused to provide this documentation. I have made more than three attempts to contact them over the past few months.**Requested Action:**I request that the BBB investigate these matters and assist in:- Securing unused refund for the Ikon Pass.Or - Compelling Ikon Pass to reinstate my access to the pass or provide further compensation for the revoked pass.- Requiring Ikon Pass to provide copies of all requested legal documentation and phone call recordings.- Ensuring that Ikon Pass ceases the practice of blocking customer **************** last attempt to contact them by email was rejected due to message that their box is full. When I contacted them about this, they suggested that I was lying (email rejection attached).

• Initial Complaint

  Date:02/25/2025

  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 purchased a student Ikon pass that required a validation of student enrollment by a third party company. That validation is attached. I was charged the adult/non-student rate of $1,210 instead of $639. I have called and emailed about this problem. I called today and got through to someone who first said I was wrong. He said that bought the adult pass and not a student pass. When I read the description of the confirmation email I received stating the student rate, he changed his explanation to say it was too late to fix the overcharge. Please refund the overcharge of $571.

  Business Response

  Date: 03/12/2025

  Good evening *****, 

  We have reviewed your Better Business Bureau complaint. Thank you for taking the time to provide your feedback and details of your account transaction.

  We will reach out to you directly by the end of the day on March 12th, 2025.

  Sincerely,
  ****** ******
  VP Contact Centers
  *****************************;
  *************

• Initial Complaint

  Date:02/04/2025

  Type:Service or Repair 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 purchased 3 Ikon passes for my family which cost approximately $3,600 in total. My knee blew out and tore my acl on the second day of using the pass. My wife never used her pass. We are unable to use the passes this year given my injury. I understand what the policy is but I was asking for some flexibility given my situation. I was willing to defer the passes to next year or at least my wifes who never even swiped hers. The ikon staff was completely rigid in their responses. Skiing is alteady too expensive and now Ive paid $3600 for 1.5 days of skiing. *************. There are unique circumstances in any business and good companies are able to make accommodations for these instances.

  Business Response

  Date: 02/11/2025

  Hi *******, 

  I have reviewed your Better Business Bureau complaint. First off, I would like to apologize for your experience, and I hope that you have a speedy recovery. As you are aware, the deferral period did end on December 12th, 2024. Pass Protection was also offered during time of pass purchase to help in situations like these and unforeseen circumstances. Our passes are final sale, meaning they are non-refundable after purchase and cannot be transferred to another person or season.
  

  I will reach out to you directly to follow up on this conversation. 
  

  Sincerely,
  ****** ******
  VP Contact Centers
  *****************************;
  *************

• Initial Complaint

  Date:01/17/2025

  Type:Service or Repair 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.

  We purchased an IKON pass and planned to use it this season. My wife was diagnosed with stage 3 breast cancer recently and I called in to see if we could defer our passes to next season since she won't physically be up to skiing and shouldn't be around large groups of people due to a compromised immune system.The representative, Neve, offered to make an exception since we were past the deadline but there was a $50 per pass charge for a total of $150. I asked her if she could waive that based upon our circumstances but she could not. I asked to escalate it to a manager and she transferred the call.The manager, ********, told me that we they could not waive the fee even with a note from our oncologist. The exception was to allow us to defer after the deadline and that we should have purchased the insurance because life is uncertain. I was shocked at the response and let her know that I would pursue this further.

  Business Response

  Date: 01/29/2025

  Hi ******, 

  
  I have reviewed your Better Business Bureau complaint. First off, I sincerely apologize for what your wife and you are experiencing. Thank you so much for taking the time to provide your feedback.

  
  We will reach out to you directly to follow up on this conversation. 

  
  Sincerely,
  ****** ******
  VP Contact Centers
  *****************************;
  *************

  Customer Answer

  Date: 01/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  IKON reached out yesterday and credited back the fees.
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:01/10/2025

  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 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!

  Business Response

  Date: 01/29/2025

  Good afternoon Han,
  
  Thank you for taking the to provide your feedback. We reached out to you on behalf of the Ikon Pass team for follow up,on January 15th, with instructions on pass activations.
  Please let us know if you need further information.
  
  Thank you,
  ****** ******
  *****************************************
  VP Contact Centers
  *****************************;
  *************

  Customer Answer

  Date: 01/29/2025

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

• Initial Complaint

  Date:12/30/2024

  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 bought an Ikon pass for the 23/24 season. I lost my job and due to that the last thing on my my was my ski pass. I emailed them requesting that my pass be activated for this year as after having to relocate for work I was able to start skiing again. The straight up answer was no. There seems to be no protection for the consumer purchasing this product. I never used the $1100 pass in the original period and there was zero cares towards my situation and the money lost. I paid for a service that was not used. They would have lost nothing by reactivating the pass for a different time frame. They do stipulate that if you loss your job you can change the date of the pass. They said that I didn't do it within the time frame but that is the last thing I was focused on. I would be happy for them to change the time frame or give me a refund for the pass. I called and emailed them to no effect.

• Initial Complaint

  Date:12/27/2024

  Type:Service or Repair 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 submitted yo buy a season pass and received an d.a that it was approved for nursing rate. I indicated in the e ail that I needed to wait until I got home as a traveling nurse to buy do I did. Then I never heard back. I received an email and said to go online to buy but it did not work. Once I arrived back at .y new work location, tried to but again and submitted my info. But never receives anything. I called and they said they no longer have passes arable. The emails never said anything about deadlines.

  Business Response

  Date: 01/03/2025

  Hello *****, 

  
  We reviewed your *************** complaint. Thank you so much for your patience with this process.We will have an Ikon Pass Support team member reach out to you today.
  

  Sincerely,
  

  ****** ******
  VP Contact Centers
  *****************************;
  *************

• Initial Complaint

  Date:12/07/2024

  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 am writing to file a complaint regarding my Ikon Pass purchase for the 2023/2024 season. The account associated with this purchase is under the name ****** **. I paid $1,159.00 for an Adult Ikon Pass but was unable to use the pass for this season.Understanding that situations arise, I contacted Ikon Pass customer service to request a deferral or alternative resolution for my unused pass. However, my request was denied, despite my willingness to continue being a customer and use the pass for a future ********* a loyal customer, I believe my request is reasonable given that the pass was never activated or used. I am asking for one of the following resolutions:Issue a voucher equivalent to the amount paid ($1,159.00) for future use.Provide the same Ikon Pass benefits for either the current season or the upcoming 2024/2025 season.I value the benefits and experience that Ikon Pass offers and hope we can resolve this matter amicably. I kindly request your assistance in facilitating a resolution with Ikon Pass.Thank you for your time and consideration.

  Business Response

  Date: 12/12/2024

  Good evening Kuangdi, 
  

  I have reviewed your Better Business Bureau complaint. First off, thank you for taking the time to reach out. As you are aware, the deferral period did end on December 14th, 2023, for 23/24 Ikon Passes. Pass Protection was also offered during time of pass purchase to help in situations like these and unforeseen circumstances. Our passes are final sale, meaning they are non-refundable after purchase and cannot be transferred to another person or season.
  

  I will reach out to you directly tomorrow to follow up on this conversation. 

  
  Sincerely,
  

  ****** ******
  VP Contact Centers

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22655363
  
  I am rejecting this response because: I am not require for refund, I still want to use ikon pass, just want to use this credit
  
  Sincerely,
  
  ******* **