Business ProfileforMohan Skiing and Boarding

FRUSTRATED AND DISAPPOINTED! I enrolled myself and my 2 kids for lessons on 3rd Jan, 2022, when they had plenty availability. Lessons are to start Sunday, the 30th. I didnt recieve instructions to obtain seasons passes soon after registering, as told in the payment confirmation email. I waited till Jan 12th, sent them an email requesting instructions and recieved a response with instructions, including my registrant/student IDs, associated emails, etc. I found out from a friend (also enrolled in their lessons) on Jan 21st that there was a lengthy email with instructions sent on Jan 7th, which I never received either. After back and forth emails and several phone calls trying to get through to their office manager, she tells me that even though we paid and she communicated with me regarding my enrollment in classes, we are not signed up as the classes are full. This happened due to a computer glitch and hence I am not seeing any emails from them. She would not do anything about it as all their classes are full and will provide a full refund of our fee. What about the seasons lift passes and equipment rental/purchase expenses we have incurred in thousands of $$$$? She didnt seem to care about any of that. She stuck to her point that it was a computer glitch. How can it be a computer glitch and you dont recognize it when referring back to my registration info several times in these last couple weeks? She then simply hung up on me and sent me the refund email, which still hasnt showed up in my bank BTW. I am left hanging with $$$$ seasons lift passes (which are non-refundable), all the gear and nowhere else to enroll in classes this late in the season. As I have started posting these reviews, I have come to realize this has happened at least to a couple other people between yesterday and today. Not sure how this kind of ethics is helping their business. Its frustrating to say the least and my kids are so disappointed.

This customer emailed and called our office on 1/10/22 to let us know that she had not received a class assignment or lift ticket instructions. She said someone else she knows sent her a copy of the email that had gone out to all of our registered participants. I had suggested that she look in her spam or junk folder as it may have been considered spam. She emailed on 1/15/22 advising me that the prices on the Summit website did not match ours and wanted to know about discounts. I advised her that we only listed the prices we knew of earlier in the Fall. We did not list the updated prices. I explained the Summit has not offered any of our participants discounts this season. I sent her a screen shot of their web listings suggesting what tickets were of the most value. She then called me to go over prices and options for almost 40 minutes. She also had been emailing my director and another staff member separately asking the same information without my knowledge. When I discussed this customers concerns, they had confirmed that they had been corresponding with her as well. On 1/21/22 this customer called back asking to know of their class assignment along with emailing me the same issue. I explained that the date class assignments would be going out would be on 1/26/22. She asked what email would we be sending it to. I looked in our database to confirm the email that was listed on her account and could not find any of her registrations. I then went to our website system and found that she had registered on 1/3/22 but something was not right. I also confirmed with our financial processing system that there was a transaction for three registrations but no assignment. I explained that there maybe some system glitch since the registration never imported into our database and I would need to have our IT team look into this.On 1/24/22 the customer emailed and called several times demanding an answer, which I did not have yet. After our IT team shared that there was a batch of registrations that did not import during a three day period, I informed the customer that the reason why we did not show her in the system was because of this glitch. For some unknown reason the computer allowed a transaction to go through but no product was actually available any longer. We believe it could have happened over the few days that the Summit closed their registrations and referred all customers to our site. With the huge influx of registrations, this may have overloaded our system to not be able to import accordingly. This is possibly why some of our customers saw that we had plenty of available spots one day and nothing the next day.My director began alerting all those affected on 1/26/22 and processing refunds immediately. This customer did not want a refund, she wanted classes. We had no classes to offer since there was a staffing shortage as well. In the second email sent to all families that we were refunding, we also included a link to the Summit who were offering to refund the lift passes that were purchased in anticipation of their students participation. I had suggested that she take that email to her gear outlet and hopefully they would be sympathetic to this unfortunate circumstance. This customer was not that optimistic.This customer really just wanted to be able to have her family ski. She was willing to do anything. We just did not have any instructors available to create any new spots for her or the other families affected by this disheartening situation.

This customer emailed and called our office on 1/10/22 to let us know that she had not received a class assignment or lift ticket instructions. She said someone else she knows sent her a copy of the email that had gone out to all of our registered participants. I had suggested that she look in her spam or junk folder as it may have been considered spam. She emailed on 1/15/22 advising me that the prices on the Summit website did not match ours and wanted to know about discounts. I advised her that we only listed the prices we knew of earlier in the Fall. We did not list the updated prices. I explained the Summit has not offered any of our participants discounts this season. I sent her a screen shot of their web listings suggesting what tickets were of the most value. She then called me to go over prices and options for almost 40 minutes. She also had been emailing my director and another staff member separately asking the same information without my knowledge. When I discussed this customers concerns, they had confirmed that they had been corresponding with her as well. On 1/21/22 this customer called back asking to know of their class assignment along with emailing me the same issue. I explained that the date class assignments would be going out would be on 1/26/22. She asked what email would we be sending it to. I looked in our database to confirm the email that was listed on her account and could not find any of her registrations. I then went to our website system and found that she had registered on 1/3/22 but something was not right. I also confirmed with our financial processing system that there was a transaction for three registrations but no assignment. I explained that there maybe some system glitch since the registration never imported into our database and I would need to have our IT team look into this.On 1/24/22 the customer emailed and called several times demanding an answer, which I did not have yet. After our IT team shared that there was a batch of registrations that did not import during a three day period, I informed the customer that the reason why we did not show her in the system was because of this glitch. For some unknown reason the computer allowed a transaction to go through but no product was actually available any longer. We believe it could have happened over the few days that the Summit closed their registrations and referred all customers to our site. With the huge influx of registrations, this may have overloaded our system to not be able to import accordingly. This is possibly why some of our customers saw that we had plenty of available spots one day and nothing the next day.My director began alerting all those affected on 1/26/22 and processing refunds immediately. This customer did not want a refund, she wanted classes. We had no classes to offer since there was a staffing shortage as well. In the second email sent to all families that we were refunding, we also included a link to the Summit who were offering to refund the lift passes that were purchased in anticipation of their students participation. I had suggested that she take that email to her gear outlet and hopefully they would be sympathetic to this unfortunate circumstance. This customer was not that optimistic.This customer really just wanted to be able to have her family ski. She was willing to do anything. We just did not have any instructors available to create any new spots for her or the other families affected by this disheartening situation.