ComplaintsforLoon Mountain Recreation Corporation

• Initial Complaint

  01/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am writing to file a formal complaint against Loon Mountain Resort regarding a recent experience I had with their products. I believe that my concerns have not been adequately addressed by the company, and I hope that the BBB can assist in facilitating a resolution.Company Information:Company Name: Loon Mountain Resorts Address: address: 60 Loon Mountain Rd City, State, Zip Code: *******, ** ***** Website: ****************************** of the Complaint:I purchased a day pass skiing ticket from Loon Mountain Resorts on 1/2/2024 and cancelled it due to a sudden change of schedule. The nature of my complaint involves a full refund of my cash rather than the e-voucher provided from Loon.Communication Attempts:I have attempted to resolve this matter directly with the company through emails. Unfortunately, my efforts have been unsuccessful, and I have not received a satisfactory response.Requested Resolution:I am seeking the following resolution to the issue: Give a full cash refund or return the money back to my credit card, rather than the e-voucher provided from Loon.Relevant Documents:I have attached the e-voucher from Loon.Requested BBB Intervention:I kindly request the Better Business Bureau's intervention to investigate this matter and facilitate a resolution between myself and Loon.I appreciate your attention to this complaint and trust that the BBB will assist in reaching a fair resolution.Thank you for your time and consideration.Sincerely,****************

  Business response

  02/28/2024

  February 28, 2024
  Better Business Bureau
  Regarding Complaint from **************** letter from BBB on February 27, 2024 ID # ********
  
  Loon Mountain Recreation Corp
  ************************* VP ***** Services
  60 Loon Mountain Road
  *******,**  03251
  
  To whom it may concern:
  Thank you for contacting me and Loon Mountain Recreation Corporation (Loon Mountain Resort) regarding Xiaogui **** ID # ********.  Your referenced that you sent a letter to me on 1/24/24, which may be the case, but I never received it or dont have a record of it and certainly would have responded then.
  **************** bought a lift ticket on our (Loons) e-store on 1/2/24 at 11:41.  Please see the attached screen shot of Loons e-store Loon Lift Ticket Purchase Loon e-store 1 and Loon Lift Ticket Purchase Loon e-store 2, of the wording on the store before you purchase a lift ticket.  On the top of that page it states Tickets and Services are non-refundable and non-transferable.  *****s can receive a credit if a cancellation is made no later than 72 hours (3 days) in advance of their day of arrival.  Please note on that page, the Cancellation Policy, on attached Loon Lift Ticket Purchase Loon e-store 2 and also a link to the entire Cancellation Policy.   **************** also received a confirmation letter e-mail after buying the lift ticket on 1/2/24 and that is attached and titled Xiaogui **** Confirmation letter.  As you may note the cancellation policy is outlined in this letter as well.  Please note there is also a link to the entire cancellation policy as part of this.
  As part of the policy we will give a credit voucher to a buyer if they cancel 72 hours or more before the arrival of the Product.  **************** bought a ticket for 1/6/24 but cancelled on 1/2/24 and as part of our policy we issued a credit voucher which is good through 12/31/26.  That means **************** can use the $99 towards another lift ticket between 1/2/24 and 12/31/26, nearly three years.  The cancellation policy can also be found with a link at the footer of Loons home page (***********) under Policies and Safety and on that page is our Cancellation Policy Attached (Loon website Footer noting Policies and Safety Policy 1 and Loon Website link to Policies and safety policies 1).  Also attached is our Cancellation Policy titled Loon Cancellation Policy 1, Loon Cancellation Policy 2, and Loon Cancellation Policy 3.
  We did exactly as our cancellation states and was in front of **************** through his purchase and any of our correspondence them ****************.  We have our cancellation policy conspicuously on our website for all to see and examine.
  We will continue to stand by our decision as our cancellation policy states and would welcome **************** to use the $99 voucher that was issued, between the dates of 12/24 and 12/31/26.
  Please let me know of any questions at all.
  
  Sincerely,
  
  **************************
  VP ***** Services Loon Mountain Recreation Corporation (Loon Mountain Resort)

  Customer response

  02/29/2024

   
  Complaint: 21193128
  
  I do not accept the business's response as a resolution to my complaint because: 

  Firstly, on the main page of Loon website, the absence of conspicuous notice regarding the nonrefundable nature of tickets and services on Loon directly contradicts the assertion made by Loon that such information is clearly stated. Despite claims to the contrary, no such notice was discernible during my interactions with the website on the main page.
  
  Secondly, throughout the entirety of the purchasing process, the cancelation policy is only presented in a single sentence located at the bottom of the page. This placement, juxtaposed with the checkout page positioned on the right side, significantly diminishes the visibility and accessibility of crucial information, thereby fostering confusion and dissatisfaction among customers. This lack of transparency warrants a reevaluation of Loon Mountain Resorts' responsibility to provide refunds in instances where the policy was not adequately disclosed.
  
  Thirdly, ****'s assertion that customers may notice the cancelation policy in the confirmation email does not offer meaningful assistance to individuals who have already completed their purchase. Such retroactive notification fails to address the issue of insufficient disclosure during the initial booking process.
  
  Fourthly, I must refute ****'s claim of no prior communication regarding this matter. I have diligently engaged in correspondence via email, wherein ***** from **** acknowledged my inquiries but ultimately declined to offer a refund. Therefore, any suggestion to the contrary is baseless. For the detail information, please check my two attachments. First attachment shows evidence on ****'s no notice or non-evident notice, and second one shows my conversation with ****.

  In conclusion, the absence of a prominently displayed cancelation policy on the main page of the website, coupled with the inadequate disclosure throughout the purchasing process, obliges Loon Mountain Resorts to provide me, ****************, with a cash refund or reimbursement to the original credit card.

  I anticipate a prompt and satisfactory resolution to this matter.
  
  Yours sincerely,
  ****************

  Business response

  03/08/2024

  March 8, 2024
  Better Business Bureau
  Regarding Complaint from **************** letter from BBB on February 27, 2024 ID # ********
  
  Loon Mountain Recreation Corp
  ************************* VP ***** Services
  60 Loon Mountain Road
  *******,**  03251
  
  To whom it may concern:
  Thank you for contacting me and Loon Mountain Recreation Corporation (Loon Mountain Resort) regarding Xiaogui **** ID # ********. 
  **************** states that our policy is not on our home page,there is a link with all our policies on the footer of the home page, which is very common.
  The statement that all tickets are non-refundable and non-transferable is very clear on the e-store page where the purchase is being made.  There is a responsibility of the consumer to take some time and read what he or she may be purchasing.
  Originally I stated that I had not heard from the BBB which was correct, **************** thought I was referring to him.  **** certainly was in contact with **************** before these letters from the BBB.
  We will continue to stand by our decision as our cancellation policy states and would welcome **************** to use the $99 voucher that was issued, between the dates of 12/24 and 12/31/26.
  Please let me know of any questions at all.
  
  Sincerely,
  
  **************************
  VP ***** Services Loon Mountain Recreation Corporation (Loon Mountain Resort)

  Customer response

  03/14/2024

   
  Complaint: 21193128
  
  I do not accept the business's response as a resolution to my complaint because: 

  Firstly, throughout the entirety of the purchasing process, the cancelation policy is only presented in a single sentence located at the bottom of the page. This placement, juxtaposed with the checkout page positioned on the right side, significantly diminishes the visibility and accessibility of crucial information, thereby fostering confusion and dissatisfaction among customers. This lack of transparency warrants a reevaluation of Loon Mountain Resorts' responsibility to provide refunds in instances where the policy was not adequately disclosed.
  
  Secondly, ****'s assertion that customers may notice the cancelation policy in the confirmation email does not offer meaningful assistance to individuals who have already completed their purchase. Such retroactive notification fails to address the issue of insufficient disclosure during the initial booking process.
  
  In conclusion, the absence of a prominently displayed cancelation policy on the main page of the website, coupled with the inadequate disclosure throughout the purchasing process, obliges Loon Mountain Resorts to provide me, ****************, with a cash refund or reimbursement to the original credit card.

  I anticipate a prompt and satisfactory resolution to this matter.
  
  Yours sincerely,
  ****************
  

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a 3 Day XL restricted pass believing, given prior experience with other Ski Resort other passes, these were flex passes with restricted blackout dates. I missed the fine print that these are actually weekday passes. They are misleadingly named. They share little in common with 3 day XL passes as they are essentially restricted weekday passes. This is not what I wanted. The 2 products have little in common. I know that I should’ve read the fine print but if you look at a screenshot I attached with the email I received as a receipt, they name restricted dates as “December 26-39.” How am I to trust date-related communications from a company that uses fictional dates in official communications? I would like a refund as I did not intend to purchase weekday only passes. Of course, they do not allow refunds even though we have not used the product. They should allow refunds for non-used products or change the name of their products. They are essentially scamming customers familiar with common naming conventions at other ski resorts.

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