ComplaintsforLittle Switzerland Ski Area

• Initial Complaint

  02/22/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Purchased SNO pass on nov 6. This pass advertises access to other partner mountains. When arriving at partner mountain. We were told little Switzerland does not have a partnership with the mountain. Not that we arrived on a blackout date, but simply that little Switzerland did not have a contract with the partner mountain This means I had to pay out of pocket to the partner mountain to access the services. Keep in mind by now Ive had to pay for travel and staying expenses. Once I returned from my trip, I contacted little Switzerland about receiving a refund.At first they accepted and confirmed the issue was on their end. They asked for dates and receipts which I provided.Now their website has been updated and removed information about the partner mountain.No refund was offered.Ive been trying to contact them ever since and receive no response.Please help as I feel they advertise a service, when I didnt receive the service they just removed it from their website and ignore me hoping I go away.I have email copies of the communication, emails where little Switzerland admits fault, including screenshots of the website being changed after I made my complaint.There was 5 of us who were affected and we are all receiving the same treatment for this expensive issue that was not my fault as the consumer

  Business response

  03/04/2024

  Hello,

  Thank you for reaching out! I have attached a number of screenshots here. The first being the inital response to **************. As you can see, we did not mention that we would be issuing a refund, we mentioned that we would work to resolve the problem for their group. The second screenshot shows how we were willing to solve the problem with a $200 credit towards next year's season pass. Our season pass is listed at $379 this year and so that is over 50% off in savings and more than they were charged at Mission Ridge. To respond to the inital issue, we did list that we had a partnership with Mission Ridge, however listed in marketing and on our website, passholders were told to contact to the resort before arriving. We are separate businesses and this is meant to ensure a smooth process as resort deals are subject to change (being different business entities and a seasonal business with changing hours). The *** pass upgrade (that ************** is referring to) is only a $50 add-on to the main product, which is unlimited access to our resort, Little Switzerland. This upgrade does not include lodging or travel expenses but rather is meant to be an incentive on lift tickets. As shown in the receipt screenshot, ************** was discounted one full day (priced at $139) and an additional $80, bringing the discount for them to $220 for their trip. Finally, I have attached "tixchecker" that shows ****************** scans at our resort, Little Switzerland. As you can see, ************** still used his pass here multiple days and, therefore, we believe that he got the most out of his pass. For their troubles, however, we still wanted to give them a deal towards next year's season pass to strengthen our relationship.

  Customer response

  03/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear.

  You are correct, it is an incentive to buy the pass. That incentive is the entire reason I bought the pass. 
  

  So we can agree that you incentivized me to buy the pass with your deal. 
  

  Now, tell me how the incentive that got me to buy the pass is no longer an incentive.
  

  You just expect me to give you more money for the next season. Your solution to me having to pay more money at mission ridge is to give you more money.

  This is very simple and to anyone it looks like false advertising!

  You promised and guaranteed access to mission ridge. It was CONFIRMED when I bought the pass. You keep saying that we should have called, but that doesnt take away from the fact that mission ridge would have never worked on this pass. Again this is my complaint, not that we had to pay there out of pocket, but that you advertised I would have access to mission ridge. Since I didnt, I was willing to work with little Switzerland to get that out of pocket expense taken care of.

  since you dont want to refund the small charge incurred at mission ridge, I want a full refund of my entire pass. Again I paid for the entire pass with knowledge I would get the benefits it offered. Since those benefits were clearly a lie when it comes to mission ridge, I want my money back for what I paid.

  yes I did use the pass because I bought the pass. Had you been honest with the advertisement and not include mission ridge (which you know was not contracted at all on any days of the year) I would not have bought it.
  
  Its as simple as that, I bought this pass to use ALL of the benefits it advertised. You did not deliver on ALL of the benefits advertised. So I want a full refund! 

  
  Regards,
  
  ***************************************

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