Complaints

This profile includes complaints for Lookout Pass Ski & Recreation Area's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lookout Pass Ski & Recreation Area

  Kellogg, ID 83837-2131

  
• 

  Lookout Pass Ski & Recreation Area

  PO Box 108 Wallace, ID 83873-0108

  

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:08/14/2024

  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 are from ****** and had planned to Ride The Hiawatha Trail this was a considerable expense however we felt as a family that it would be worth it. However my family and I were denied entry to the *** and we were very disappointed but this was beyond our control. We then called to explain the situation and have them reverse the $477 charges that we paid. The situation was way beyond our control since we were not allowed to enter the ***. This company then decided to make an example of us and our family and stole the 477 dollars that we paid even though we would never be able to use the service. Now our family is out almost five hundred dollars with literally no way to recoup the amount stolen from us. Even though we tried to explain the situation and gave plenty of time to allow a cancellation. We were shown ZERO compassion and understanding and given no reasonable solution to recoup the money stolen from us.

  Business Response

  Date: 08/18/2024

  Dear ********************* and *******,

  Thank you very much for your interest to visit The Scenic Hiawatha Bike ***** and for making a reservation to visit this summer.

  Each year over ****** guests visit the ***** and many Thousand Cross from all parts of ****** the Canadian/US Boarder successfully to ride the *****. This Spring our Staff did attended two Outdoor, Bike and Adventure Shows in ********* and ******* to provide information about this special *****.

  I am sorry you felt you were not treated fairly and whatever issue prevented you from crossing into the *** successfully I am sure was frustrating.

  I have attached a copy of some of our staff's email correspondence with you to provide some accurate information and our concern to accommodate you in some manner. At not time was it rude or disrespectful. As well in investigating your claim I talked with our reservation staff you tried to help you by phone.

  Our offer to accommodate your family another day on the ***** this year at no cost was our way of showing compassion for your situation even though your international travel is out of our control.

  **** our staff as well asked you to provide some additional details of why you were not allowed into the *** or to cross the border, but you choose not to provide any. Our hope in asking was if there was a specific reason that you stopped that fell outside of the USA Customs and Boarder Protection and US Homeland Security documentation requirements, we would have considered a full or partial refund. These requirements are well listed on various web site for guest to use when planning a visit to the *** and crossing the border.

  The Hiawatha ***** is owned by the US ****************** and is part of the United States Forest Service. Lookout Pass Ski and Recreation Company operate it for the Government and are required to follow a set of policies the approve for the Trial and fees.

  Even though you did not visit the ***** Lookout was required to pay the **** a portion of your ***** and shuttle fee on June 3, 2024, when you made your reservation, and it is non recoupable back. 

  As well at that same time your bike rentals were removed from available inventory to rent for the specific day you chose and because you did not notify us outside the 48-hour window, we were not able to add them back into the inventory so they could again be rented. As well you choose to have the bikes delivered to the ***** and pay an extra delivery fee. Again because of your last day notification the bikes had already been pulled and loaded for delivery to the trail costing staff delivery time.

  The total cost of you reservation was $348.90 and not the $400 and $500 amounts you noted in your BBB complaint.

  The Operation of the Hiawatha ***** is done in a way to as best of possible provide all guests visiting the bikes the rented and ***** services and requires guests to plan well ahead of time those needs not only to ride the ***** but plan their Transportaion to and from when there can be many types of delays and roadblocks.

  In reviewing your BBB Complaint on its Professional Business Site, it appears that you may have intentionally misrepresented the facts, offerings and respected you were provided possible as a way to slander or pressure our business in the public form.

  You stated in your email that you were fully aware of our refund policy and gain we are all deeply sorry you had a Border Crossing Issue that was out of our control that prevented you from visiting the *** and the Hiawatha *****.

   

  We hope you would reconsider our offer to visit the ***** Again this year as our guests with no additional costs or provide us the specific details we requested that were out of your control at the boarder that prevented you from passing through and we would consider a partial or full refund.

  I hope you balance of the summer is an enjoyable one and future international travels go smoothly.

   

  Respectfully,

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

  General Manager

  Lookout Pass Ski and Recreation Area

  The Route of The Hiawatha Scenic Bike *****

   

  Customer Answer

  Date: 08/18/2024

   
  Complaint: 22139843
  
  I am rejecting this response because:

  Thank you for your response. My name is ********************* and not *********************. My wife ******* called and was treated poorly by the staff member but that is not the issue. We felt that our reason for being rejected from entering the *** was a personal matter, however to clarify I was rejected from entering the *** for reasons unknown at this time and was a total and complete shock to me. I still have to investigate why but that is a long process which will require the services of an immigration lawyer. You are correct in the amount of 348$ but this was in American currency. The reason for this complaint is that we felt completely taken advantage of for reasons well beyond our control and still have no idea why. I am sure you can understand that this was a huge surprise to us and not at all planned. This was supposed to be a big highlight to our trip and we as a family were devastated to not only have been rejected from entering the country but then on top of it all out 348$ American dollars, which is a very substantial amount to a small hard working family. If a decision was made with compassion or integrity it would have been to refund the amount based on a situation well beyond our control. 

  I hope you can understand and come to a resolution that is helpful to both parties. 

   

  Thank you. 

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

  Business Response

  Date: 08/30/2024

   

  Greetings,

  I am sorry your family trip was interrupted by a situation it sounds like was out of Both of our controls.

  Our understanding from your response is that you only seek a full refund even though you understood the refund policy when you made your reservation.

  We understand as well that you are not willing to accept our generous offer to roll your trip over for another visit this year at no additional cost to you.

  As well you either were unable or unwilling to provide us the details of why you were turned away at the **/Canada boarder other than to say that you still are investigating the reason and look to seek legal advice. If you had and were able to show that the reason was beyond your control and not something you could not have been aware of. This that understanding if you had, we were willing to provide you some type of refund.

  Both offers were made in good faith to try to provide you the best possible option for your situation that was beyond our control. In our responses we have shown great compassion and understanding for your personal situation and provided you reasonable solutions which you have ignored.

  It is unfortunate that these type of refund demands only causes business like ours to be even more restrictive on refund policies as a way to limit our cost, so we do not have to pass them on to all our guests in the form of price increases. 

  That being said Lookout Pass will be providing a refund to your credit card of less $76 which were direct cost to Lookout Pass for USFS fees paid and deliver fee of bikes due to your last day cancellation. A refund will be issued to your card for the balance in the next 7 days.

  We hope in the future your family travels go more smoothy and am very sorry you were not able to ride the very Special Scenic Hiawatha Bike Trail.

  Respectfully,

  *************************, General Manager

  Customer Answer

  Date: 08/30/2024

   
  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:12/26/2022

  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 Thursday, December 22, 2022, at 12:07 PM, I received an emailed receipt from Lookout pass confirming my order of two lift tickets for Monday, December 26, 2022. At the bottom of the email it reads "Cancelation and Change of Tickets: All tickets are non-refundable. Before your visit you can change dates, change fees and costs will vary based on dates. Any un-used tickets can be redeemed any time after March 19th, at no charge". I attempted to contact Lookout Pass to change dates as the weather conditions were not favorable for snowboarding on the 26th. They told me they were not able to do that, as their policy is no changes until after March 19th, which is not what the email says. I left two voicemails with them, spoke with 3 different people, and they all refused to help, one of them even hung up on me. I just want to change it to a different day, if that isn't possible, I just want my money back. Nobody knows what condition the mountain is going to be in in March, it might be unrideable, so waiting that long for something I already paid for is a bit absurd.

  Business Response

  Date: 01/08/2023

  Please see attachment. 

  Customer Answer

  Date: 01/10/2023

   
  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,
  
  *************************

  Customer Answer

  Date: 01/20/2023

  Hi *****, 
  
  I have yet to hear from **** about this. Can you please give me an update on what is going on? 
  
  
  Sent from Yahoo Mail for iPhone
  On Wednesday, January 11, 2023, 2:22 PM, ************************* <******************************************************************************; ************ ****,
   
  Again, I am sorry for the confusion in our reservation language.
   
  I will ask **** in our business office to contact your with either her crediting your card or sending you a check for the $151.38 amount.
   
  I hope you have a safe and enjoyable balance to your ski season.
   
   
  *************************
  General Manager
  Lookout Pass & *********************
  P.O. Box 108
  *****************************
  ********************************************************************************;
  *************************
    
   
   
   
  From: ************************* <***********************************> 
  Sent: Tuesday, January 10, 2023 12:13 PM
  To: ************************* <******************************************************************************;; ***************************************************** Re: Complaint Reservation Lift Tickets ID ********
   
  Hi *****,
   
  Thank you for taking the time to reach out and resolve this issue. A refund of $151.38 works perfect for me, you can either put it back on the card ending in ****, or can send a check, whatever works for you. Thank you for also updating the wording so it doesnt effect anyone else. Ill be sure to come to the mountain to snowboard just because of your understanding and generosity. Thanks again, and please let me know if there is anything else you need from me. 
   
  Regards, 
   
  *************************
  

  
  

  Business Response

  Date: 01/20/2023

  Hi ****,
  
  You will see a $148.40 refund for your two lift tickets.  The difference is $2.98, this was previously credited to your account, as the tax originally charged was incorrect.
  
  Thank you,
  *************************
  Office Manager