ComplaintsforSki Ward

• Initial Complaint

  02/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Sunday February 6 my family and I went snowtubing at Ski Ward. In order to go up the hill the attendant clips your snow tube onto a conveyor and you ride in the snow tube up the hill. In a rush, the attendant mistakenly clipped my sons hood on his jacket which resulted it to pull on it with such force that his hood was completely ripped off his jacket. Needless to say my son was shaken up. We were unable to continue with our snowtubing experience as his jacket was ruined and he was fearful to continue riding. I attempted to report this issue immediately to someone on site, but was told everyone was busy with ski lessons (that's a huge safety issue right there in which no one is available to address an urgent issue on site) and was directed to email customer service. I emailed customer service that evening and received an autogenerated response. I then followed up with a phone call in which I left my name and number. It has now been 5 business days with no response.

  

  Business response

  04/04/2022

  Business Response /* (1000, 7, 2022/03/06) */ While unfortunate that a hood was hooked on a tubing lift. No one was injured nor was the incident reported to our ski patrol. There are inherent risks associated with snow tubing which is why loose clothing is not recommended. All customers assume risk when purchasing tubing tickets. No one spoke of any safety concerns day of when they asked for a manager, they simply asked to see a manager which was not possible at the time. We are not able to respond to every phone call or email due to short staffing. This customer has been refunded despite her derogating us all over social media. Consumer Response /* (3000, 9, 2022/03/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from the business does not describe the issue as occurred. I DID report the incident even showed them the hood. And was told to email. My son WAS injured, he reported his throat hurt after it happened. The injury was not due to weather conditions or loose clothing, it was due to an error from a staff. Please review the case again.

• Initial Complaint

  01/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 01/13/2022, I purchased two lift tickets for 01/17/2022 which was a Holiday, for $104. On the day before the 17th, Ski Ward posted on their website that they were closed due to high wind and rain. It is very clear on their website, skiward.com, that those who have tickets for dates that the mountain needs to close will receive an email to reschedule their visit. I never received an email, and attempted to contact this company through an unusually large amount of mediums that are as follows: Contacted by phone, all 8 extensions (Customer Service, Snow School, Group Sale, Rent, Food & Beverage, General Manager, Business Manager, Race). I called all 8 of these extensions on 1/17, 1/18, 1/19 and 1/20. I left voicemails on the Customer Service, Business Manager and General Manager lines. I messaged the company's account on Instagram. I commented on their "closing" post for 1/17 on Facebook. As an absolute last ditch effort, I researched the manager of the mountain, found her on Facebook, and messaged her as well. Throughout ALL of this, Ski Ward has been open the 18th, 19th and 20th. It is appalling to me that none of these lines would be answered on days that they are open, especially the Ski Patrol. The fact that their Ski Patrol is not answering makes me concerned for anyone skiing on that mountain currently. No company should be allowed to sell tickets online, and have absolutely no way of contacting them after you have already given them your money. Attached is the email I received after I purchased the tickets. At this point I demand a refund, and would not suggest anyone ever use this company, they do not seem to are at all about their customers.

• Initial Complaint

  11/11/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Transaction date was November 9th. Prior to this I had several issues with the company - trying to book the reservation for over a month and the website crashing. I had a gift card that I had to fight very hard for last year that the company ignored me when they didn't provide a lesson until 6 emails and phone calls. Then the giftcard was not valid to use and there was no other way to book lessons for this year until a few days ago. When it finally started to work the website claimed the credit card portion didn't go through so I tried again and then noticed that it sent me emails charging me in both instances. $95 - twice. That amount was for 2 lessons with a gift card for 45 towards the amount. I am owed a $95 refund. The company is not responsive to emails or phone calls made in the last several days.

  

  Business response

  11/23/2021

  Business Response /* (1000, 5, 2021/11/13) */ Our auto reply states it may take up to 7 business days for a response due to high volume. Our website also says it was not accepting gift cards at this time and our gift cards state they are for in person purchases only, I will attach a photo of our gift cards to this. Customer clicked submit payment button twice which resulted in a duplicate reservation. Customer did not specify it was a duplicate charge as opposed to two bookings. Additional $95 charge has been refunded.

*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. ↩