ComplaintsforPats Peak Ski Area
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Complaint Details
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Initial Complaint
03/02/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Complaint: Webpage not clear and fees including policy are not posted online. Yesterday, we decided to go to Pat's peak for skiing - our first time and we were told to buy tickets online. The webpage We purchased private lessons for our 3 kids and two 1/2 day adult passes, plus one adult rental for tomorrow. Today, we discover that our kids are sick and need to be quarantined, and therefore we need to move the tickets. When we call, the person told us that for every item, there is a $10 transfer fee - that is if you bought a 1/2 day pass and rented skis, then its $10 for each, total of $20. For our family, that adds up to $80 in fees to transfer to another day. It is common for tickets to be non-refundable, but most will provide the ability to transfer the entire purchase for one fee. This practice of breaking down items, especially ones that are coupled (ski pass and rental) and charging a fee for each is rigid and not logical. Most importantly, it is not posted anywhere on their webpage. I am disappointed on how this was handled by the staff, and their unwillingness to be reasonable. We wanted to move to another week but now would like to get a refund and do not have an interest in spending our money at this facility.Business response
03/03/2023
Below is the response from our Guest Services Manager to the customer. As you can see on the customers attachment to this complaint we do have a no refunds policy.
From: **** E******* - Pats Peak Ski Area
Sent: Friday, March 3, 2023 12:11 PM
To: ********************
Subject: reschedule
Hello,
We are sorry you are unhappy with our refund/reschedule policy. We typically do not refund or reschedule tickets, but we realize life happens, so we allow some items to be rescheduled for a fee. It states clearly on our “reschedule your visit” link on the website that the charge is per item. Rescheduled items need to be changed individually in our system. Rescheduling is offered as a courtesy. Below is the wording from our reschedule link. Thank you
THERE IS A $10 FEE PER ITEM TO RESCHEDULE.
You MUST reschedule BEFORE your DAY OF ARRIVAL, or you won't be able to reschedule.
You MUST pick another day to reschedule to.
YOU CAN ONLY RESCHEDULE THESE PRODUCTS:
Lift Tickets
Packages
Corporate Tickets
Rental Equipment
Kids Programs: Mini Cubs, Cubs Club and Bears Club
****
Guest Service/Snowsports
Office Manager
###-###-####
****@patspeak.com
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.