Complaints

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• Initial Complaint

  Date:07/10/2024

  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.

  In Oct 2023, I wanted to cancel a training course i had registered for with Peak. I had sustained an injury, wss out of country and could not attend. I gave months notice begore the course was due to start. Peak refused to cancel and refund, i did not persue as 140$ wasn't worth it. When it can time to re register in April of 2024, i went online, registered and i paid the fee for new course. Peak then advised of an additional exam fee, i emailed Peak and asked if they would consider lienency on the fee under the circumstances. A manager (Jeff Barko) began emailing me and treated me extremely poorly. He was rude and refused, said its my problem that i couldnt attend course last year and that i was asking him to 'compromise on his integrity'. He banned me from re registering for any courses with Peak. I have been offered 2 jobs for the coming winter season now and both require me to attend a training course with Peak who has refuse to register me. It is preventing me from taking up employment as they are the sole service provider to the resorts. It is a job requirement to attend the course and Peak is unreasonably refusing to register me. All efforts to resolve the matter with Peak have failed and i have recieved threats to lay charges with police if i contact them again. Please help, i want to work and earn a living.

  Business Response

  Date: 30/10/2024

  This email serves as PEAK Emergency Response Trainings (hereinafter referred to as PEAK) response to ******************* (hereinafter referred to as GM) complaint to the Better Business Bureau (Doc 1).

   

  This response is being provided under duress to preserve the excellent reputation that PEAK has established since its inception in 1998.  It is also intended to maintain the integrity of PEAKs instructional staff, its administration staff, its medical direction staff and its clients. 

   

  Find below an account of events regarding PEAKs interaction with GM.  Let it be clear that in PEAKs opinion, GM has weaponized the BBB as a form of retribution against PEAK; ostensibly the BBB with no legislative foundation has and is promoting liable and all efforts will be taken to ensure that both parties are held accountable for any loss of time and costs.  All costs associated with PEAKs involvement in the complaint process perpetrated by ** and supported by the BBB will result in any and all actions to recoup losses of time and cost. 

   

   

  PEAK History

  PEAK (est. 1998) provides medical response training, certification and medical direction and oversight services to predominantly the mountain resort industry in ** and ******* inclusive of ski resorts, helicopter and CAT skiing operations, eco tourism, etc.  In addition, PEAK provides Parks ****** ******************** with training and medical direction services for its elite Visitor Safety Rescue Specialists, BCs search and rescue teams, BC ***************** and several police departments, etc.  PEAK has an instructional team consisting of nearly 30 highly trained and skilled paramedics, an administration team of 5 professional staff and a medical direction team comprised of 7 licensed physicians.  To date PEAK has taught approximately ****** students.

   

   

  ABBREVIATIONS

  Annual Skills Update                                                    ***                       (Mandatory 1-day annual (calendar year) course to maintain NUEC-Advanced certification)

  Better Business Bureau                                               BBB

  Big White Ski Resort                                                      BWSR

  ****** Millroy                                                                  GM

  Non-Urban Emergency Care Advanced           NUEC-A              (110-hour first aid training standard; Full Course 10-days, Bridging Course 4-days)

  PEAK Administration                                                    Admin

  PEAK Emergency Response Training                    PEAK

  PEAK Executive Medical Director                           ***

  PEAK Executive Team                                                   **

  PEAK Registrar                                                                Registrar

  PEAK Operations Director                                         **

   

   

  Millroy History

  DATE		TIME		DOCUMENT #		DESCRIPTION
  July 31, 2021		1937 hrs.				GM emailed PEAK requesting information regarding PEAKs cancellation and refund policy
  August 5, 2021		0805 hrs.				Admin reply email GM; provided course information and PEAKs refund policy
  August 5, 2021		???				GM submitted online registration for NUEC-A Full Course (10 days) in ******
  December 3, 2021		N/A				GM achieved NUEC-A certification
  August 22, 2022		???				GM submitted online registration for 2022 ***
  November 29, 2022		N/A				GM attended 2022 ***
  April 6, 2023		N/A				** and GM spoke on telephone
  April 6, 2023		1535 hrs.				** emailed GM and reiterated the telephone discussion; provided for NUEC-A certification maintenance
  April 23, 2023		1602 hrs.				GM emailed ** to ask what *** to pick from a drop-down menu while registering online for 2023 ***
  April 24, 2023		1426 hrs.				** replied to GM asking what specific 2023 *** he wanted to attend
  April 24, 2023		1428 hrs.				GM emailed ** stating that the wanted to register for his ***
  April 24, 2023		1443 hrs.				** attempted to contact GM by telephone; no answer, voice message left; ** emailed GM and requested GM to return call
  April 24, 2023		1553 hrs.				GM emailed ** to ask what the cost was for an ***
  April 24, 2023		1555 hrs.				** emailed GM and stated that the cost of an *** is $140 and that the payment is made during the online registration process
  April 24, 2023		N/A				GM submitted online registration for 2023 ***
  October 5, 2023		1144 hrs.				Registrar emailed GM to inform him of 2023 *** date change to November 30, 2023; *** was closed course -PEAK and PEAKs client made concession to ** to attend a closed course to assist ** with not having to travel to attend 2023 ***; client of closed course changed date
  October 6, 2023		1240 hrs.				GM replied to Registrar acknowledging 2023 *** date change
  October 7, 2023		1542 hrs.				Registrar replied to GM confirming GMs acknowledgement of 2023 *** date change
  October 10, 2023		0108 hrs.				GM emailed Registrar stating that he required a new date for 2023 ***; no explanation provided by GM
  October 23, 2023		2333 hrs.				GM replied to Registrar and confirmed that he would be attending the 30/11/23 2023 *** after all
  October 23, 2023		2050 hrs.				Registrar emailed GM advised that his email of 10/10/23 at 0108 hrs. was delivered to PEAK as spam and auto located to junk folder; Registrar confirmed that GM would still be attending 30/11/23 2023 ***
  October 26, 2023		0456 hrs.				GM emailed Registrar and stated that he had sustained a knee injury in ********* while working at a ski resort in ********* and that he would not be returning to ****** until the end of January 2024; GM inquired if there was an online *** or if PEAK would provide a refund to him for the 2023 ***; GM attached a doctors letter from Dr. ******* ******** ******* who resides and practices in ****************;NOTEGM was injured in ********* yet Dr. ******* is located in **************** Canada?
  October 30, 2023		1951 hrs.				Registrar replied to GM and informed him that PEAK does not offer online ***s and provided the wording of PEAKs refund policy and the acknowledgment that GM made of the refund policy while registering online
  October 30, 2023		1054 hrs.				GM emailed Registrar asking if there was a 2023 *** in January or February of 2024 that he could attend instead of the 2023 ***
  October 30, 2023		2016 hrs.				Registrar replied to GM informing him that his NUEC-A certification expires December 31, 2023 unless he attends a 2023 *** in 2023
  October 30, 2023		1119 hrs.				GM emailed Registrar and stated he cannot attend the 2023 *** on 30/11/23; GM requested that PEAK provide a work around for him in the way of virtual attendance; GM also asked what the consequences were if he missed the ***
  October 30, 2023		2334 hrs.				Registrar replied to GM to inform him that if he did not attend an *** every calendar year his NUEC-Advanced certification would be invalid; GM was informed that if he missed the 2023 *** he would have to attend an NUEC-Advanced Bridging Course (4 days) to reestablish NUEC-A certification
  October 31, 2023		0738 hrs.				GM emailed PEAK Registrar once again and asked for another accommodation so that he could attend the *** virtually; GM stated he was in ************ and would not return to ****** until end of January 2024
  October 31, 2023		1912 hrs.				Registrar replied to GM and involved ** and an offer is made to set up a Zoom meeting to discuss the issue with **
  October 31, 2023		1017 hrs.				GM replies and acknowledges offer to meet virtually
  October 31, 2023		1058 hrs.				** replies to GM and includes meeting link also informs GM that EDM has changed his schedule so he could attend the virtual meeting
  October 31, 2023		????				Virtual meeting attended by EDM, Registrar and GM; GM lost connection during virtual meeting
  October 31, 2023		1144 hrs.				EDM emailed GM to advise that he was still online waiting for ** to reconnect to the meeting
  October 31, 2023		1138 hrs.				GM emailed *** indicating he was going to rejoin virtual meeting; meeting concluded with following resolution: GM would register and pay to attend 2024 ***; *** made concession for GM to challenge NUEC-A evaluation process following 2024 *** attendance; *** to make arrangements with instructional staff to ensure NUEC-A evaluation process to proceed following ***; NUEC-A fee discounted by EDM 50% ($150) to assist student due to financial hardship
  October 31, 2023		1156 hrs.				GM emailed Registrar acknowledging the resolution, specifically that concessions made for ** to challenge the NUEC-A evaluation process instead of having to attend a 4-day NUEC-A Bridging Course for $690; ** stated he appreciated the effort
  March 13, 2024		1204 hrs.				GM emailed Registrar advising that he had returned to ****** (was supposed to have been back at the end of January 2024 no communications with GM since); GM indicated that he wanted to maintain his OFA 3 cert; OFA 3 is a component of the NUEC-A certification; Registrar contacts EDM for direction; ** also stated that he was living in ****** (Delta) and that he once again requested another accommodation for *** suggesting that he wanted an *** close to his place of residence
  March 13, 2024		1250 hrs.				Registrar emailed GM and instructed him to register and pay for the 2024 ***; GM was advised that he would have to make payment of $150 (discounted by 50%) for the NUEC-A evaluation process (approximately 5 hours)
  March 13, 2024		1310 hrs.				GM emailed Registrar asking for clarification of *** cost and length; GM also stated that he had registered and paid $140 for the missed 2023 *** that he was to attend on November 30, 2023; ** acknowledged in this email that he was aware that the missed 2023 *** was nonrefundable however GM wondered if a credit could be considered
  March 13, 2024		1736 hrs.				2024 *** online registration received
  March 13, 2024		1741 hrs.
  March 14, 2024		1016 hrs.				Registrar emailed GM confirming that his online registration and payment for the 2024 *** had been received; reiterated to GM that the NUEC-A challenge evaluation fee of $150 still had not been received
  March 14, 2024		1018 hrs.				GM emailed Registrar stating that he registered and paid $140 for the November 30, 2023 missed 2023 ***; ** stated that he was aware that the *** course fee was non-refundable but again inquired if ******* ***** would consider providing a credit
  March 14, 2024		1042 hrs.				GM emailed the *** requesting a credit for the missed November 30, 2023 ***; GM stated that the additional NUEC-A evaluation fee of $150 (fee 50% reduced) was costly for him
  March 14, 2023		1215 hrs.				*** emailed GM and asked if he recalled acknowledging PEAKs refund policy during the online registration process and reading the policy in the *** Student Information Package; GM was advised that if he didnt notice the refund policy or if the registration process did not require him to acknowledge the refund policy that his request for a credit would be presented to the *** the refund policy that was acknowledged during the *** online registration was provided to ** again (5 times); GM was provided with a very concise and succinct explanation as to why PEAKs refund policy is what it is
  March 14, 2024		1218 hrs.				GM emailed PEAK Registrar and acknowledged that he understood the refund policy; ** once again requested consideration for a credit or refund and ** requested leniency on the policy
  March 14, 2023		1323 hrs.				*** emailed GM and explained that the matter of a refund or credit was frustrating and time consuming for PEAK staff; the *** asked GM if he was asking PEAK to take a financial hit for something that PEAK was not responsible for or contributed in anyway; an offer was made to ** to have the ** review the matter which is prerogative given PEAK P & P
  March 14, 2024		1335 hrs.				GM emailed *** to say that the NUEC-A evaluation fee ($150 discounted 50%) and the $140 for his missed *** was proving a costly exercise for him aswell; GM once again asked for leniency of the refund policy
  March 14, 2024		1506 hrs.				*** emailed GM and explained that very significant concessions had already been provided to him savings of 4 days or training an $400; *** advised ** that no further concessions would be provided and that it was clear that ** was not satisfied with what PEAK had previously provided to him; *** suggested that GM should find an alternate training provider
  March 15, 2024		0925 hrs.				GM emailed *** asking how the *** would like to proceed since he had paid $140 for the 2024 *** and that preparations for his challenge evaluation would not be made until payment is received
  March 15, 2024		1045 hrs.				*** emailed GM offering to refund the $140 for the 2024 *** which had not been attended as of yet
  March 15, 2024		1106 hrs.				GM emailed *** and stated that he would like to carry on and that he would arrange for the $150 NUEC-A challenge fee to be paid
  March 15, 2024		1106 hrs.				*** emailed GM and stated that the *** would hold a meeting to discuss the matter with the ** and *** *** stated that GM was to prepare a letter to be presented to ** if he wished to participate
  March 15, 2024		1152 hrs.				GM emailed *** a disrespectful email and stated the following: There are many providers out there and im fee to leave a leave a ******** or ****** review for PEAK too
  March 16, 2024		1152 hrs.				*** emailed GM and amongst other things stated that PEAK would provide a $140 refund for the 2023 *** and a further $140 refund for the 2024 *** that ** had not yet attended in an attempt to end the matter, and ** would move to an alternate provider for services
  March 25, 2024		1612 hrs.				Registrar emailed GM to advise that a refund had been provided in the amount of $140 for the 2024 ***
  March 26, 2024		1120 hrs.				Registrar emailed GM to advise that a refund had been issued for $140 for the 2023 ***
  March 26, 2024		1141 hrs.				GM emailed Registrar with a message from ** to be forwarded to ***
  March 26, 2024		1710 hrs.				Registrar emailed GM amongst other things to state that GM is not to contact PEAK directly and/or indirectly going forward; GM advised that he is banned from attending any PEAK courses in the future and that PEAK chooses not to do business with him
  September 12, 2024		1625 hrs.				Application for NUEC-A Bridging Course from GM received for training at ************; GM did not indicate on the application that he held previous NUEC-A certification despite it being a mandatory declaration viewed as an attempt to circumvent the registration system; GM was reminded that he was provided with an opportunity to appeal the banning but that he chose not to pursue an appeal
  September 13, 2024		1159 hrs.				Registrar emailed GM confirmed receipt of the NUEC-A application and that the application was denied; reiterated that on April 1, 2024 he was advised that he was prohibited from attending any PEAK courses and the PEAK does not want to do business with him
  September 27, 2024		1137 hrs.				GM emailed Registrar asking for the status of his registration
  September 26, 2024		1725 hrs.				** convened and telephoned GM in an attempt to deescalate the matter as police and council were now involved
  September 27, 2024		1841 hrs.				GM emailed Registrar to confirm that he had received voice message from ** but he stated, I am not prepared to speak to Mr ***** over the phone an await written reply
  September 28, 2024		0927 hrs.				Registrar emailed GM and stated Please do not contact me again. That is not a request ****** that is a demand. Should you continue to harass me PEAK will notify the authorities again
  September 28, 2024		1003 hrs.				EDM emailed GM to reiterate that he is not to contact PEAK or its staff and that should he continue to harass PEAK staff ************ will be contacted and a formal complaint of criminal harassment will be filed at against him
  October 7, 2024		1250 hrs.				Registration received from GM for APTP training at BWSR
  October 15, 2024		1016 hrs.				PEAK received an email from BWSR verifying GMs NUEC-A certification; BWSR received an application for employment from ** and on his resume which he submitted to **** he indicated that he held current NUEC-A certification
  October 15, 2024		1552 hrs.				EDM replied to BWSR informing them that GM was not NUEC-A certified and that it had lapsed as of December 31, 2023; BWSR was advised that ** was prohibited from attending any PEAK courses inclusive of PEAK training regardless of class location

   

   

  Should you require further information contact me directly and or our council, ******* ****** of **** ****.

   

  Note that PEAK is pursuing litigation against Mr. ****** ******* and has been in contact with ************ with regards to harassment of PEAK staff.

  Business Response

  Date: 30/10/2024

  Please see the attached.

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 22392341
  
  I am rejecting this response because: PLEASE SEE ATTACHED
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 13/11/2024

  Please see attached.

  Customer Answer

  Date: 14/11/2024

   
  Complaint: 22392341
  
  I am rejecting this response because:

   

  Please refer to attached.

  
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 21/11/2024

  Please see attached.

  Customer Answer

  Date: 02/12/2024

  Please see attached.