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:02/16/2025

  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.

  Company is selling passes without being able to accommodate parking for tickets sold.There was no parking attendant per the ticket confirmation. We arrived early to secure a good spot, only to find that there was no available parking. After circling the lot multiple times (for over an hour) and even checking nearby areas, we wasted over an hour searching for a space. Not only did we circled the lots, none of the lot employees could actually tell us where to park. Everyone was actually very rude threatening us to be towed if we did not park in the right spot.Finally, we held up traffic in order for an employee to let us get into a lot that was blocked off. By the time we finally parked, the tubing session had already started, and we missed out entirely. We purchase our tickets online. I asked the younger gentleman at the kiosk if we could go to the 4 oclock time instead. He told me that we wouldnt be able to go to the next time slot, and I would have to write an email to **************** to complain or even a negative review to even try to get my money back. We were able to go down a total of TWO times by the time we had to get these new Ski cards with QR codes for each guest.The lack of adequate parking and organization was incredibly frustrating. It felt like the resort prioritizes ticket sales over a smooth guest experience. The order confirmation also has misinformation on parking:Parking is available in the tubing and *********** lot. It is first-come first-serve. Please be prepared to show the parking attendants your email confirmation for your tubing or *********** purchaseNo one cared to look at our tickets or even help us find a place to park. As recurring customers, we know this is the first time there has been a new online system. We would like a partial refund, as it is misleading to sale tickets for patrons you cannot ****************,******** *****

  Business Response

  Date: 02/18/2025

  Dear ******** *****,
  
  Thank you for letting us know about your situation.
  
  Weekends are busy times to visit Sugar Mountain Ski Resort.Large crowds are expected and every effort is made to accommodate each customer. However, it is important to schedule your day accordingly.
  
  Ticket holders are not guaranteed parking. Parking is first-come, first-served is boldly stated in the large blue box throughout the purchasing process and found here ********************************************. With that said, parking attendants are constantly shuffling vehicles into vacant spots.
  
  The "no refunds or transfers, all sales are final" policy is also stated throughout the purchasing process and in the large blue box found here ********************************************.
  
  In the future, if your schedule allows, please consider visiting during non-holiday weekdays, or early or late season. Often during these times, patrons feel as though they have the mountain to themselves.
  
  We appreciate your patronage and understanding.
  
  Sincerely,
  Customer Service
  **********************

• Initial Complaint

  Date:01/25/2025

  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 bought 2 tickets for my sister and I to go snow tubing. They were $50 each, so spent $100 total. I bought these tickets on Thursday 01/23/2025. The website says you have to purchase the tickets online up to 2 days prior in order to tube. I purchased a time slight for noon for 1 hour and 45 minutes. I went with my sister and 2 others who bought their own tickets. We were never able to find parking and one of the workers directing traffic had told us to park in the parking lot by the highway and let the shuttle takes us. The parking was full there as well so we parked by a nearby trailer park (where another traffic director told was guiding people to park) and walked to the shuttle pick up spot. There was a big group of people waiting for the shuttle and 3 shuttles drove past us and we were never able to get a ride. My brother and his girlfriend decided to drive my sister and I and dropped us off so we can go tubing. We were well past our 12pm time slot but the guy at the ticket counter let us go. We got to go 1 time and they told us our time was up. I spoke with the guy operating the slope and he said I can go to the back of the line with the next group (2pm) and can tube with them. By the time my sister and I got up to the front of the line, the same man told us he couldnt let us go and we can check back in with him at 2:40pm and see if he will let us in. Went back to the guy at the ticket stand (who was selling tickets to people who didnt purchase online) and he said we can get a refund at the main building. Went to the main building and waited in a line. The guy at that line said I could get a refund but had to go to the admin office. Went to admin office and the worker was not friendly and did not want to help us and said she didnt know why I was told Id get a refund and told me to fill out a form. Told her that was not ok and she told me theres nothing else she can do. Told me refunds are not guaranteed but will have to wait 2-5 business days to find out.

  Business Response

  Date: 01/31/2025

  January 31, 2025
  
  **** *******
  ***************************
  
  Dear Mr. ********************* you for taking the time to let us know about your situation. We are sorry that it did not turn out as you had expected.
  
  January weekends are some of the busiest times to visit Sugar Mountain Resort. Large crowds are expected and every effort is made to accommodate each customer. The "no refunds or transfers, all sales are final" policy is stated throughout the purchasing process and in the large blue box found here ********************************************. Additionally, Ticket holders are not guaranteed parking.Parking is first-come, first-served is also boldly stated in that same large blue box. Also, parking attendants are constantly shuffling vehicles into vacant spots. Therefore, it is important to schedule your day accordingly.
  
  In the future, if your schedule allows, please consider visiting during non-holiday weekdays, or early or late season. Often during these times, patrons feel as though they have the mountain to themselves.
  
  We appreciate your patronage and understanding.
  
  Sincerely,
  Customer Service
  **********************
  
  
  
  

  Customer Answer

  Date: 02/02/2025

   
  I am rejecting this response because:
  The business did not address the correct person in their response. I am not **** *******, nor did this person purchase my tickets for myself and my sister. I am ****** *******.

  I have read the policy and have seen where parking is first come first serve, but it also states that tubing and *********** tickets have to be purchased online only (no on-site tubing or *********** purchases). If customers are purchasing tickets online for a designated time slot without you all overbooking, then parking should not have been an issue. However, people were purchasing tickets in person at the ticket booth on the same day, pushing back everyone elses tubing time who did follow the rules by purchasing online like the website says you have to do. I did witness the guy at the ticket standing selling tickets on the spot when I stood back in line to request a refund after I was told I can still tube then got sent away after I got to the slopes. Everyone else behind me who missed their times due to parking were complaining about that issue as well. It is not fair we were not provided a service for purchasing online, but others could just walk up and tube against policy. 
  Also, after purchasing the tickets, my receipt said to be prepared to show parking attendants an email confirmation of purchased snow tubing tickets. How can parking attendants let others who didnt pay online park? They definitely did not have an emailed confirmation. 
  AFTER purchasing tickets online for a 1 hour and 45 minute session, the receipt showed that tickets were only valid for 1 hour and 30 minutes. You all arent even honoring what it is that you say that you are selling. 
  The website also does not say anything about what you all do about failing to provide a service to your customers. If you were able to go against policy and sell tickets on the spot, then letting my sister and I tube should not have been a problem. I still think a refund should be granted. 

• Initial Complaint

  Date:01/23/2025

  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.

  This might be the least family-friendly ski resort on the east coast. Last week my wife and 7 year old had their passes yanked because my youngest was trying to stop at the bottom of *********** and there were hundreds of people just laying and standing around. My son kept going and went, literally, 9 feet past the fence to take his skis off. *******, a Ski Patrolman, came over and yelled at my wife and kid and said, "GIVE ME YOUR PASSES NOW". He said that you can't ski there. That's fine, but my wife said there were WAY too many people just hanging out at the bottom of the hill and also the lift line was almost to the fence. My wife pointed out that people were standing with just their tennis shoes on. He said, " well that's not a rule". Except there is, literally, a sign where they were standing that said "No Foot Traffic Past This Point".We went to the admin office to see if there was anything we could do to, at least, get my 7 year olds pass back. They, of course, said that they can't do anything except to let us file a complaint. They handed my wife the paper and said, "fill this out outside". There was no one behind her in line, so my wife said she would just fill it out real quick and leave. One girl said they would grab her a clipboard, but the other girl came up and said, "we are not going to ask you again to take this outside to fill out". INCREDIBLY disrespectful.I went and stood where this situation happened for about 20 minutes and watched well over 30 other people do the same thing without consequence even with ski patrol right there. Luckily, I have video of this.I understand that there are areas that you can't have your skis on for everyone's safety, but there has to be consistency if you're going to make rules.Spending as much money as a family does, one would think that there would be a certain level of customer service to enhance the experience. At minimum, the staff shouldn't be disrespectful and rude for no reason.

  Business Response

  Date: 01/31/2025

  January 31, 2025
  
  
  Mr. **** *******
  *****************************
  
  
  Dear Mr. ********
  
  Thank you for taking the time to let us know about your familys experience.
  
  The entire Sugar Mountain Resort staff, including ski/snowboard patrol makes every effort to assist and aid in creating a pleasant experience for all patrons. Slope safety is *********. The no tolerance for improper behavior or out-of-control skiing/riding or for violating the North Carolina Skiers Safety Act is constantly in effect and enforced. Lift/slope tickets and season passes are revoked daily.  
  
  Too often improper behavior, out-of-bounds, or out of control skiing/riding has unbearable consequences. Whether you are a beginner or a veteran skier/rider, no matter your age, every skier/snowboarder is obligated to understand his/her responsibility. The North Carolina Skier Safety Act is available at ************************************************.
  
  Paragraphs one and two of the ************** Skier Safety Act states: To know the range of the skiers abilities to negotiate any ski slope or trail and to ski within the limits of such ability; To maintain control of the skiers speed and course at all times when skiing and to avoid other skiers and obvious hazards and inherent risks including variations in terrain, snow, or ice conditions, bare spots and rocks, trees and other forms of forest growth or forest debris;.
  
  Sugar Mountain Resort has no tolerance for reckless conduct. Ski Patrol and management have the right to revoke skiing/riding privileges for violating the North Carolina Skiers Safety Act and Sugar Mountain Resort policy.
  
  Sugar Mountain Resort maintains a policy of no refunds or compensation for unused time during any session which is stated on the daily slope report displayed at every point-of-sale location and online at *************************************************.
  
  Sincerely,
  Customer Service
  **********************
  

• Initial Complaint

  Date:01/10/2025

  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.

  On January 2, 2025 I went with a group of 4 to rent skis. After waiting in line for an hour and a half I was charged $186 to rent a set of skis. I didnt think much of it other than it was very expensive because I dont ski often. Another girl in my group was charged the same amount as me but the two guys in our group were only charged $47. I discovered that we were charged for a three day rental even though we were never asked how many days we wanted to rent the skis for. I immediately went to an admin desk to file a complaint and they took all of my information and made a copy of my receipt and let me know that they would contact me in a couple of days. On January 5th, I received an email saying that I would not be getting a refund because my equipment wasnt returned until January 3rd and 4th. This is impossible because I wasnt at the resort either of those days and I returned all of my equipment back to them on the 2nd. They have been EXTREMELY difficult. I have emailed them twice with no response back and called several times as well. They refuse to take accountability for their mistakes. This is not just $20, I am a college student who was scammed out of $186. It should not be my responsibility that their employees do not scan equipment the day they are returned to the resort. I believe I have followed normal protocol to receive a refund and have done nothing wrong. I have photos with time stamps to prove I was not at the resort after January 2nd and copies of emails and complaint forms that I have sent.

  Business Response

  Date: 01/13/2025

  Dear ***** ****** *****,
  
  Thank you for taking the time to let us know about your experience. We are sorry for the misunderstanding. Your total charge should have been $69. Your account has been credited with $117. We appreciate your patronage and look forward to your return visit.
  
  Sincerely,
  Sugar Mountain Resort
  Customer Service
  

  Customer Answer

  Date: 01/13/2025

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

• Initial Complaint

  Date:01/06/2025

  Type:Customer Service 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 four tubing tickets for my children (6,6,7) for 2 pm on Saturday and 10 am on Sunday (1/4/25 - 1/5/25) which totaled $400. Upon arrival and before we were allowed to enter the tubing area, the employee gave us an overview of the rules and expectations. The employee stated that we must wait until a fellow tuber was ***** feet down the hill before we could make our descent. I am a natural rule follower but that specific rule was not followed by the resort's own employees. My children and I were scolded for not waiting long enough which resulted in incredibly long lines (***** people deep) across all of the lanes. The employees spontaneously decided that ***** feet was insufficient and elected to require 700 feet between tubers. I spoke up and asked the employee if something had changed and if we could speed things along. I got a one word response: "no." Why?! The bottleneck created such a delay for the guests that the majority of us were only able to go down the hill TWICE over a 105 MINUTE SESSION. Charging guests $25 I am also fully aware that the website deflects all liability to the customer and the ********************** has refused to provide any sort of financial accommodations for their own blatant disregard and failure for customer satisfaction but management must be held accountable. Obviously, the winter is your busy season and the weather is out of your control but employee conduct absolutely falls under your the resort's umbrella of responsibility and liability. Your website states that a limited number of tubing tickets are sold and while that may be true, the maximum number is too high and creates a false, misleading, pathetic and frustrating customer experience.

  Business Response

  Date: 01/10/2025

  Dear Ms. ******
  
  Thank you for taking the time to let us know about your familys experience.
  
  In all types of weather and conditions Sugar Mountain Resort strives to provide guests with the best possible experience. Tubing conditions vary based upon weather, tubing traffic, and other factors.
  
  The entire Sugar Mountain Resort staff makes every effort to assist and aid in creating a pleasant tubing environment for all patrons. Activity safety is *********. The no tolerance for improper behavior or out-of-control tubing or for violating the North Carolina Skiers Safety Act is constantly in effect and enforced.
  
  Weekends are some of the busiest times to visit Sugar Mountain Resort. Large crowds are expected, and every effort is made to accommodate each customer. In the future, if your schedule allows, please consider visiting during non-holiday weekdays, or early or late season. Often during these times, patrons feel as though they have the mountain to themselves.
  
  We appreciate your patronage and look forward to your familys return visit.
  
  Sincerely,
  Customer Service
  **********************
  

  Customer Answer

  Date: 01/10/2025

   
  I am rejecting this response because:
  while I applaud your consistency with refusing to reimburse any of your customers, I am insulted that you would imply that my children and I were in violation of NC state law. Requiring 700 FEET between guests is absurd. That is not tied to safety. That is sheer laziness and incompetence of your staff. Please pull your camera footage as that will definitively prove that zero violations were made and rather, your staff voluntarily interfered with the guests ability to receive the value of the ticket price. I would be happy to take you to small claims court and will request the camera footage. 

• Initial Complaint

  Date:02/01/2024

  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.

  Family visit on 12/29. Paid $198 for equipment in addition to $365 for lift tickets. We rented ski equipment for the 5 people in our family. Throughout the day and out on the slopes we had 3 equipment failures that took us the majority of the day to go back and get fixed. Upon asking for some sort of refund, they informed me that they don't do refunds for crowds or weather. I replied, saying that I am looking for a refund based on equipment failure and inability of staff to address them in any sort of timely manner. They never responded, so I called in, but they just said I signed a waiver saying they are not responsible for equipment failures.The owner/manager has been the decision maker who will not make the situation right. Several people on the staff have completely agreed that my case is valid and were surprised that the owner/manager is unwilling to make the situation right. My issues are a few:-The requirement to sign away any/all responsibilities of the resort, with no ability to protect the customer -(This might be the main area that could be addressed) I have an email from them saying, "employees are always available to help with any issues that *** arise". This was clearly not true in my case, as the employees were not available for a large portion of our visit.-General lack of care for customers. I understand an errant equipment malfunction, but we had numerous that cost us the majority of our day. The owner/manager's unwillingness to recognize the issue and only reference consumer-unfriendly waivers is an issue.

  Business Response

  Date: 02/05/2024

  Dear ****************,
  
  Thank you for taking the time to share your familys experience. I am sorry that it did not turn out as you all had expected.
  
  The holiday period is one of the busiest times to visit Sugar Mountain Resort and every effort is made to accommodate each customer. Wait times do vary throughout the day. In the future, if your schedule allows, please consider arriving early or visiting during non-holiday weekday or early or late season. Often during these times,patrons feel as though they have the mountain to themselves.
  
  All rental equipment is inspected prior to each purchase. Sometimes snow can get stuck under the ski boot, or the ski boot can be misaligned with the binding causing an unsecured attachment, or the bindings heal piece is engaged.
  Understanding how to use the equipment is vital. In all cases, rental equipment employees are always available to help with any issues that *** arise after you have taken possession of your equipment set.
  
  Refunds, rain checks, or compensation due to weather, ski/snowboarder traffic, slope conditions, or heavy crowds are not offered. The No refunds policy is stated on the daily slope report displayed at every point-of-sale location and online at **************************************************** well as on your lift/slope ticket.
  
  Thank you for your comments and we appreciate your familys patronage.
  
  Sincerely,
  Customer Comments
  **********************

  Customer Answer

  Date: 02/05/2024

   
  I am rejecting this response because it clearly does not address any of the three concerns Ive identified in my complaint. They only copied and pasted a previous response (which further validates my concerns). 
  

  Please see previously listed concerns:

  1) The requirement to sign away any/all responsibilities of the resort, with no ability to protect the customer

  2) (This might be the main area that could be addressed) I have an email from them saying, "employees are always available to help with any issues that *** arise". This was clearly not true in my case, as the employees were not available for a large portion of our visit.
  3) General lack of care for customers. I understand an errant equipment malfunction, but we had numerous that cost us the majority of our day. The owner/manager's unwillingness to recognize the issue and only reference consumer-unfriendly waivers is an issue

  
  

  Business Response

  Date: 02/10/2024

  Sugar Mountain Resort fulfilled its obligations and feels no further response is necessary.

   

• Initial Complaint

  Date:03/06/2023

  Type:Sales and Advertising 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.

  Horrible experience!! Trails were in terrible condition and dangerous ! They should not have even been open. Only 2 trails were open and no discounts given and no refunds! Payed $164 for our family to ski on mud slush and rocks! The conditions of this place at the time were so dangerous I didnt want my kids on those trails. We had to leave after one time down the pitiful excuse for trail. Of course no refund. I felt like I had been robbed. You pay to ski and then when you get out there the conditions are so bad that you cant. Total rip off!!! I wish I had snapped a pic of the horrible trails but I didnt think about it. I feel that the owner also takes advantage of his employees.

  Business Response

  Date: 03/09/2023

  BBB Complaint ***********
  
  March 9, 2023

  *******************
  ************************
  ***************, ** 35967
  Daytime Phone: **************
  E-mail: ********************
  
  Dear ************:
  
  Thank you for taking the time to let us know about your familys experience.
  
  In all types of weather and conditions Sugar Mountain Resort strives to provide guests with the best possible experience. Slope conditions do vary based upon weather, skier traffic, and other factors.
  
  The No refunds policy along with Please check conditions before purchase is stated on the daily slope report which is displayed at every point-of-sale location and online at www.skisugar.com for patrons to review before purchasing a lift/slope ticket. The daily AM slope report for Thursday, March 2, 2023, did report loose and frozen granular, thin areas and bare spots, and snowmaking is not in progress.
  
  In addition, when you called Sugar Mountain Resort on Wednesday, March 1, 2023, the days slope report including base depth and surface conditions and temperatures required to make snow were recited to you.As well, it was advised that you view Sugars multiple live, streaming web cams www.skisugar.com/cams to view real-time conditions, and you were directed to the local five-day weather forecasts which are linkable from www.skisugar.com, and located specifically at www.averyweather.com/Forecast/Sugar+Mountain+Top and **************************************************.  
  
  Sincerely,
  Customer Service
  **********************

• Initial Complaint

  Date:02/06/2023

  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.

  Date: 02/4/2023 Amount paid for Ticket: $84.00 Issue: My ski Lift ticket was cut at the top of the mountain by a ski patrol employee with wire cutters for "Not putting the bar on the ski lift down". I was given no warning that I would have my ticket cut, it was the first time someone brought it to my attention. I then asked why he cut my ticket, the Ski patrol employee stated that it was an NC law that we must put the bar down while riding the ski lift. I then went to the administration office to ask for $20.00 of my money back because I was shorted 2 hours of skiing time and they refused, so I politely left. I contacted my lawyer to ask if this was a law that was enforced and that the ski patrol personnel was allowed to cut my ticket for it and was given the answer "NO, that is not correct and they are not allowed to enforce putting the bar down". I was simply trying to get the money back that I wasn't allowed to ski, and I personally felt that the only reason that he cut my ticket was that Sugar Mountian oversold ski tickets and needed to try and get people to leave the mountain. I am not looking for a full refund due to the fact that I was allowed to ski for over half of the time I paid for, just the 2 hours that I was shorted, $20.00.I also have footage from GoPro of over 20 other people coming up the ski lift without the bar down.

  Business Response

  Date: 02/16/2023

  February 16, 2023
  
  
  ***************************
  ******************************************************************** 27408
  Daytime Phone: **************
  E-mail: *********************
  
  Dear ******************:
  
  Thank you for taking the time to let us know about your experience.
  
  The entire Sugar Mountain Resort staff, including the ski/snowboard patrol makes every effort to assist and aid in creating a pleasant experience for all patrons. Slope and lift safety is paramount.
  
  Too often improper behavior, out-of-bounds,or out of control skiing/riding has unbearable consequences. Whether a beginner or a veteran skier/rider, no matter ones age, every skier/snowboarder is obligated to understand his/her responsibility. *************** Skier Safety Act is available at ************************************************.
  
  Paragraph four states of the act states, To heed all posted information and other warnings and to refrain from acting in a manner which may cause or contribute to the injury of the skier or others;.
  
  Paragraph 13 states, Not to engage willfully or negligently in any type of conduct that contributes to or causes injury to another person or his properties;.
  
  When riding ******** at Sugar Mountain Ski Resort the safety bar must be lowered. Signs are posted prior to boarding lifts and on lift towers. Lift attendants also instruct patrons to pull down their safety bars. Sugar Mountain Resort has no tolerance for neglecting warnings or improper behavior.
  
  Sincerely,
  Customer Comments
  **********************

  Customer Answer

  Date: 02/17/2023

   
  I am rejecting this response because: Sugar Mountain states that its people say close the bar when getting on the lift, they DO NOT always say this firstly, secondly, when they did it was a half assed statement that can barley be heard and thirdly, whether the mountain wants to enforce "Safety", that does not mean they can enforce by not giving a warning and then cutting a ticket. Cutting tickets are meant for when endangering other people by skiing recklessly or hurting other skiers not for getting people off an overcrowded mountain. I would still like to receive $20.00 back due to not being able to ski for the time that I payed for.
  

  Business Response

  Date: 02/28/2023

  We have no further response.

• Initial Complaint

  Date:11/29/2022

  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.

  We went skiing at Sugar Mountain on 11/28/22. We bought the twilight skiing which included the half day AND the night skiing. The employees told us that if we lost our lift ticket then they could issue us another one as long as we kept our receipt and had it on us. Well, my kids and my husband did the half day skiing and then went back for the night skiing that evening and my daughter was wearing a different pair of pants since hers had gotten wet earlier in the day. My husband took the receipt with him to get a new lift ticket for the pants she was wearing and the employee refused to issue him a new lift ticket. We supplied a picture of her pants with a close up picture of the original lift ticket AND we included a picture of the credit card I had used for the transaction, at their request, even though they never said earlier that we would need to provide any additional information besides the receipt. Even still, they refused to issue us another lift ticket. Absolutely stupid when there are others in our group who, from the previous day, had put their lift tickets on their coat and then later didn't want to wear their coat and were able to go back in and get a lift ticket no problem and they didn't even bring their jackets back inside or provide anything else besides their receipts. Absolutely stupid incompetent people. Wasted 45 minutes of our skiing time on these idiots.

  Business Response

  Date: 12/03/2022

  Dear **************:

  Thank you for taking the time to let us know about your familys experience.

  Sugar Mountain Resort maintains a policy of no refunds or replacements for lost or missing lift/slope tickets. This policy is stated on the daily slope report displayed at every point-of-sale location and online at the bottom of http://www.skisugar.com/tickets/. Additionally, the lift/slope ticket itself states that it is Void if detached or torn. No replacements for lost tickets.

  However, lift/slope ticket replacements are possible when a customer provides in-person the credit card used and the receipt. In your case, digital images (an exception to the company policy) of the required documentation were provided, and at that point the replacement ticket was made available. 

  Sincerely,
  Customer Service
  **********************