Business ProfileforMountain High Resort

Dear BBB staff,I am writing to express my extreme dissatisfaction with the handling of a situation regarding my son's lost season pass at mountain high ski resort. This matter has not only resulted in unjust charges but also in poor customer service and an overall unpleasant experience.On or before February 25th, my son lost his season pass within the resort premises. February 25th, I immediately inquired at the front desk if anyone had turned in the lost pass. I was informed that no pass had been turned in and was offered the option of receiving a complimentary "I forget" pass or paying a $15 replacement fee. At the time, I believed there was a possibility that the pass was left at home and declined to take further action.However, upon returning home, it became apparent that the pass was indeed lost. Consequently, on February 27th, I proceeded to pay the $15 replacement fee to obtain a new pass for my son.To my dismay, on March 3rd, I was notified by your management team that my son's season pass had been locked due to someone else using his lost card. I was then informed that I would be held accountable for the unauthorized usage and was demanded to pay a penalty fee of $139. The demand is unjust as the loss wasn't due to my negligence. Manager ****'s handling of the situation was unacceptabledespite my explanation, she was rude and threatened to suspend my son's pass if I persisted.I refuse to accept responsibility for the actions of another individual who improperly utilized my son's lost pass. It is evident that there was a failure on the part of your resort to ensure the security and integrity of passholders' information and access.I demand immediate resolution to this matter, including the unlocking of my son's season pass and the removal of any unjust charges. Furthermore, I request a formal apology for the poor treatment and unprofessional behavior displayed by mountain high manager.Sincerely,*******