Complaints

This profile includes complaints for Mountain High Resort's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mountain High Resort

  24510 Highway 2 Wrightwood, CA 92397

• 

  Mountain High Resort

  PO Box 3010 Wrightwood, CA 92397-3010

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  A ticket was purchased on 2/28. A discount was given for the purchase. A sign advertising the ability to apply the price of today's ticket towards a season pass was displayed in front of the ticket counter. A week later I returned to purchase a season pass. Was told my initial discount was incorrect. Staff was rude. Communication was difficult. I was lied to and told the sign advertising the ability to apply my previous ticket towards a season pass was not up when I purchased a ticket on 2/28. That ticket was then confiscated for reasons unknown, and I had to leave upset. I emailed the company politely asking for understanding. The company threatened to ban me if i did not call the staff and apologize. At no time was i rude or loud. When i left i was upset. To me it seems as though false advertising, poor customer service, a lack of patience, and a miss sold discounted ticket that had the customer thinking he was going to be eligible for that discount is what caused this mess.

  Business Response

  Date: 03/14/2025

  Mr *******. I am so sorry to hear. This sounds like a terrible experience. Please accept my apologies. This is not the kind of experience we pride ourselves on.  Yes, we do allow guests to to apply the cost of their ticket towards a Season Pass but our policy dictates it must be done that day, before leaving the resort. It cannot be done later. Beyond that, it sounds like there was further confusion. Again, I apologize on behalf of Mountain High. You are a valued guest. What can we do to make this right? 

  With Respect. 

  ****

  Customer Answer

  Date: 03/14/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. A polite informative response with no condescending tone or attitude is much appreciated. I hope some day to return to ******* and be meet with the same type of customer service as was shown in this letter. 
  
  Regards,
  
  **** *******
  
   
  

• Initial Complaint

  Date:02/24/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  02/23/25 I came to ******* for the evening lift and showed up at 8:30 PM. I got my ticket for the lift and equipment rental, was able to get my equipment and headed to the lift and upon reaching the lift you needed a card to scan. To my confusion I went to ask for help but because the time was past 9:00 pm the man and women in guest relations did not want to help nor honor my ticket and escorted me out. As I mentioned a dispute they didnt allow me to retrieve my board I rented and signed for(adding worrisome additional charges). They wouldnt refund me only provided me an email of *********************** I accidentally ended up buying 3 tickets under my name so it was a mess I felt helpless and would like my money back I wasnt helped, allowed help nor given any options to come back another time etc if the place was closed but their business hours online and signage say open until 10 pm so Im confused as to why guest relations did not want to help because I walked in their office at 9:18 pm still plenty of time for one lift and ride down the slopes! These people wanted to see my bank statement as proof of parchase and would not accept my barcode as proof!!!

• Initial Complaint

  Date:01/22/2025

  Type:Service or Repair 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.

  3/12/2024 transactions $710.00 9/20/2024 transactions $620.95 On January 12, I took my 5-year-old autistic son to MT high resort snowboarding. I don't know where I lost my husband's season pass (we keep three cards together). When my son and I were going to green trail , we were stopped outside and told that my son's season pass was blocked. told me that I had to go to the window to ask. At this time my son was lost his temper and feeling frustrated,I finally calmed him down and I went to the window to ask about the situation. A lady with a bad attitude asked me to show her my season pass , and even took my ID away and told me that it was my husband's sister who used my husband's annual pass and they found out, and then revoked the annual pass for our family of three. At this time, I didn't know what happened and why it happened. This lady with a bad attitude humiliated me, saying that I gave my husband's card to someone else to use, and then threw a business card and asked me to call the ticket manager if I had any questions. They even no give me a chance to asking the question.I called my husband to come and help me figure out. He came to the window and told me that his season pass was lost, but the lady told my husband that an Asian lady looks like his Asian wife used his card, and she determined that the Asian lady was my sister because I am Asian. She also told my husband in a discriminatory tone that your people like to share season pass. This is typical discrimination. Just because I am Asian, they determined that I did something wrong. I was very angry and called the ticket manager again, but no one answered. So I complained and appealed through the website, but they continued to determine that I shared the season pass to somebody I dont even know. I asked them to provide the credentials of the stranger, but they have not responded yet. I am very angry about the frame-up and I will continue to reserve the right to sue them for discriminating against Asians.

  Business Response

  Date: 01/25/2025

  After speaking with my Ticket Manager: 

  The husbands pass was found on her friend that was brought to the window with a lift operator who confiscated the pass. The female guest who was using the husbands season pass admitted that he was her brother in law.  We have replied and had a phone conversation with the husband. We will reach out again to try and resolve this. Thank you. 

  Customer Answer

  Date: 01/25/2025

  I do not accept the response made by the business to resolve this complaint. Because I dont who is use my husbands pass. And we dont know who is, and they just DETERMINED that female was our family or friends. WE JUST LOST OUR PASS AND SOMEONE USE IT , they choose to believed a stranger instead of a member's complaint. 
  

• Initial Complaint

  Date:01/21/2025

  Type:Product 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.

  On November 12th, I purchased the Calipass annual snowboard pass. We bought it through the Mountain High Resort website and paid $771, with the payment being processed through my wife's Affirm account. The idea was to buy a pass that would allow me to use it at the Big Bear mountains.This week, I tried to use the pass for the first time at Big Bear, but it was not accepted. When I checked the included mountains, I realized that all of them are 300 miles away from where I live. Additionally, the Bear Mountain listed on the Calipass website is actually a mountain near **********, not Big Bear, which is why I specifically chose this pass.After this incident, I sent an email requesting the cancellation of the annual pass, but they replied that they do not offer refunds. I responded again explaining the situation, but no one has replied to **** am now writing this complaint to request a full refund of the amount paid, as I will not be able to use the pass.Thank you.

  Business Response

  Date: 02/03/2025

  Thank you for your patience. My understanding is this guest is being considered for a refund and our ************* would be contacting them. Can you tell me if this has happened please?

  With respect 

• Initial Complaint

  Date:03/04/2024

  Type:Billing 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.

  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,*******

  Business Response

  Date: 03/05/2024

  This is not accurate. This guest claimed her child lost their season pass. She then proceeded to get an I Forgot ticket for her 8 year old son and then use it IN CONJUNCTION with his season pass.  We are able to check the time & footage and the season pass went through the gates seconds after or before the "lost" season pass.  This means her son used the I Forgot ticket and she used his season pass for another guest with hers.  We blocked both her pass and her sons pass for misuse.  We did offer her to pay for a ticket that was not purchased when she used the childs season pass and a fine, but she declined.  

  Customer Answer

  Date: 03/06/2024

   I am rejecting this response because:
  
  Dear BBB Staff,
  
  Thank you for your assistance. I hope this email finds you well. I am writing to bring to your attention a concerning issue regarding my recent interactions with ****, the Season Pass Manager at Mountain High Resort, and the unresolved situation regarding my son's lost pass.
  
  Firstly, the "evidence" provided by **** cannot be trusted. Upon receiving a "timeline" that she claimed as evidence in an email, I noticed discrepancies in the location details. After bringing this to her attention, she emailed me with a revised "timeline" that reflected the different location as I pointed out. This clearly demonstrates that the "evidence" provided by **** is unreliable, conflicting, and offers no value to support her argument. Her possible action of manipulating "evidence" is illegal and should not be the manner in which valuable customers are treated.
  
  Secondly, Mountain High Resort/**** attempted to coerce us into accepting inappropriate justifications with the above unreliable "evidence". **** falsely claimed that we voluntarily let someone else use our son's season pass with the assumption of the "same party". Indeed, we would never have such an intention. To illustrate this, I promptly visited the "lost and found" area immediately (Mountain High Resort should have surveillance video footage as proof if willing to provide) after I noticed my son's pass was missing in the early morning of 02/25/24, as he would need the pass to attend snowboard training held by Mountain High Resort. On 02/27/24, I paid $15 to replace my son's pass as the old one could not be found. All of this should demonstrate the involuntary, unintentional nature of my son's loss of the season pass. Therefore, we should not be held responsible for someone else misusing the pass, as it was not caused by us.
  
  Last but not least, the way **** handled this incident was not only completely lacking in empathy and professionalism but also full of discrimination and a sense of privilege. Throughout the entire process, my husband and I proactively provided our explanations to ****. However, she never took our explanations into consideration and instead judged us guilty by stating, "I have seen many of these cases. People always do this." She also commented on my husband's "Asian accent," stating that she "cannot understand" it. These are undoubtedly wrong assumptions based on stereotypes (not to mention how untrue those stereotypes can be). When we attempted to explain further, she reacted by not only imposing a penalty but also locking/suspending not only my son's account but also mine, yet failed to provide me with any written policy justifying her reckless actions.
  
  Finally, for your reference, I have enclosed the original complaint I filed with Mountain High (describing the whole event in chronological order), but so far, I have received no response, as well as the email from **** that is full of conflicting and unreliable "evidence". I strongly request Mountain High's immediate intervention and assistance in resolving this issue. In light of these incidents, I am requesting a refund of my family's season pass fees, as well as the replacement card fee for my son, totaling $1372.95. Additionally, I demand a formal apology from **** and assurances that steps will be taken to address her behavior and prevent similar incidents from occurring in the future.
  
  Thank you for your attention to this matter. I eagerly await your prompt response and assistance in resolving this situation.
  
  Sincerely,
  *******
  

• Initial Complaint

  Date:02/07/2024

  Type:Service or Repair 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.

  I've been an enthusiastic season pass holder for several years. I've always enjoyed the associated benefits such as the ability to go to 33 reciprocal resorts in the Powder Alliance, and the possibility to extend 25% off passes to our friends, and a discount on food in the mountain restaurants at the resort. I've encouraged many friends to ski at Mountain High over the years and I have signed up new season pass holders because of my keen support for the resort. Unfortunately, following a conversation with a staff member last weekend, I came to learn that the benefits season pass holders have long appreciated have been eroded this year, despite the pass cost continuing to climb each season. A new product called the Cali Pass was introduced in order to create a tiered season pass system, this one costing an additional $150 on top of the $600 base pass price, and it is offering the benefits that used to all be part of the base pass. Worst of all, this was a misleading and botched roll out of a new product / retirement of an old product, which I've just come to understand midway through the season, after having already purchased the season pass, unaware of these changes. My understanding when the Cali Pass was first advertised toward the end of last season was that this option was for those skiers who wanted ************* reciprocity at the additional resorts of ***********, **********, and ***********, but that the existing Powder Alliance reciprocity, where pass holders are granted 3-days at 33 reciprocal resorts would remain intact. In fact, I confirmed this last year while skiing at a partner resort, ***********. There were signs for the Cali Pass and I asked if my season pass would be affected next year. She told me there would be no changes to the benefits, that this was something above and beyond. Being that I don't need more than 3 days at any other resort, I opted not to purchase the Cali Pass, but looked forward to a ski trip to the other resorts for shorter stretches. Then, last week, I was told by someone on staff at Mountain High that my season pass does not come with any of the above mentioned benefits anymore and that instead I would need the Cali Pass upgrade of $150 additional to access the other 33 ski resorts in the Powder Alliance. At $600 for a local resort with just a handful of chairlifts, the price of your season pass could only be justified by the other "perks" such as skiing the partner resorts. It is not acceptable to pay an additional $150 for something that was previously an existing perk. Furthermore, I was a little confused on benefits when renewing my season pass but the website for Mountain High concealed this information. Then I went to the Powder Alliance website, where the language even now, indicates that indeed, a season ticket is enough to access all 33 resorts. Nothing is stated about needing a higher tiered pass. Mountain High is already by far the most expensive season pass in the Powder Alliance. It would be incredibly unfair to imagine that a pass holder for Shasta, for example, would pay less in the first place, plus get the benefits of the Powder Alliance and I might not. Also, I was amazed to see that the Tahoe area ski resorts have a collective season pass which allows locals to ski any area mountain for just $500 for the season, and this is for world class resorts!Mountain high's advertising around the 2 season pass options was intentionally misleading, being that all the perks now costing $150 more used to be included in the season pass as part of that price, and those benefits have surreptitiously been stripped away, despite a rate hike in the season pass rates. I explained my concerns to someone affiliated with both the Powder Alliance and Mountain High and he told me he was unwilling to change the misleading verbiage or provide the additional pass benefits for the remainder of the season (less than 2 months) to acknowledge the botched roll out. Please see screenshots below which indicate that the powder alliance is accessible to all passholders with any season pass, amounting to false advertising.

  Business Response

  Date: 02/07/2024

  Thank you for your comments. This experience must have been very frustrating. To help rectify the situaion and improve communication, we have had the word "Qualified" added to any description of season passes on www.powderalliance.com.  Please note, the Powder Alliance does not sell anything. That falls to the resorts and they dicate which pass produtcs include Powder *****************.  

  Unfortunately I am unable to offer free season pass upgrades to your group. The issue is not with the Powder Alliance, resort employees, etc.  It lies with the purchasers. The pricing & benefits associated with a Mountain High season pass are stated here **********************************************************************************; The pricing and benefits associated with a Cali Pass are stated here *******************************************************************************; The passes purchased do not include Powder *****************.  This was communicated at the time of purchase. We are happy to help you upgrade to Cali Passses if you so prefer. 

  Customer Answer

  Date: 02/08/2024

   I am rejecting this response because:
  

  The removal of benefits was in no way indicated on the standard season pass, and this was a product I was familiar with for several seasons, so any changes should have been explicit. My friends and family were also shocked about the change when I recently told them I had learned that their passes no longer came with all of the things they assumed had rolled forward year after year as always, and were not clearly indicated on the website at the time of the season pass purchases last fall. Moreover, the roll out of the enhanced Cali Pass was confusing in what benefits it had, emphasizing ************* skiing at 3 resorts, something which I did not need, hence I did not sign up for it. I thought this was the only reason this new pass had been introduced since pulling benefits away from the existing season pass and parlaying them toward the new $150 add on pass was not outright explained. One can understand from a marketing perspective why Mountain High was keen to conceal these deals. Why would anyone want to pay that much more for something they used to have for free, when the price of the base product had increased already? Finally, as stated in the original complaint, the misleading information on the Powder Alliance website seems to confirm that the use of 33 reciprocal resorts remains possible for for all season pass holders, making the reality of the whole situation that much more frustrating. The deceptive advertising campaign and the associated disappointment to learn of the loss of benefits on this year's pass warrants the small gesture of extending Cali Pass benefits to myself and my family for the next 60 days. Finally, adding one word, "Qualified" to the website hardly explains the dramatic changes in season pass benefits. I think an asterisk with a full explanation of this new tiered system is in order to prevent further customer misinterpretation. Had we known that our season passes did NOT come with the Powder Alliance reciprocity this year, we absolutely would not have purchased season passes at that price to ski a few bunny slopes (more than half the resort closed all season until just this week).

  
  

  Business Response

  Date: 02/08/2024

  Thank you. I appreciate your concern. I know this must be very frustrating. It is clear tickets/passes were purchased without full knowledge of the details. What's not clear is whether that is ******** High's fault or the purchasers?  With respect, our response is. 

  1) The first sentance is incorrect. All benefits are listed on the purchase page ***************************************************************************** .  This was updated 3/4/23.

  2) This sentance gets to the heart of the situation. "things they assumed had rolled forward year after year "

  3) BBB 1 - This email sent 4/15/23 notified pass holders of a special offer to visit all other Cali Pass resorts for the remainder of the season for FREE, in an effort to promote the additional benefits of the Cali pass. Please note "Get a Mountain High Season Passs or upgrade to a Cali Pass with all the benefits." 

  4) BBB 2 - This email sent 4/27/23 desicribes said benefits. "With a Season Pass you get full access to Mountain High, day and night, with no blackouts. NO RESERVATIONS REQUIRED. Upgrade to the **** Pass for just $100 more and get access to 22 Resorts worldwide including **********, ***********, ***************, and ********* just in **********."

  5) BBB 3 - This email sent 10/20/23 describes said benefits "GET THE PASS WITH THE *****. The countdown to winter is on and the Cali Pass is bringing good times and great vibes to ************ closest winter resorts. Get the pass with the ***** including UNLIMITED days at Mountain High, ***********, and ********** PLUS access to 19 more premiere destinations. Other benefits include discounts on food, retail, lodging, and more. Unleash the fun while prices are still at their lowest rates of the summer."

  6) BBB 4 - This email sent 12/10/23 encourages pass holders again to upgrade to the Cali Pass to receive said benefits. "Upgrade to a Cali Pass and get unlimited skiing & snowboarding at **********, ***********, and *********** PLUS 3 days each at 19 partner resorts including ***************, ********, **, and **********, OR. OTHER BENEFITS INCLUDE 8 *********************** 20% Off - Two (2) per month (Dec Mar). Food & Beverage: 10% Off (non-alcoholic), Retail: 10% Off non-sale items, Ski & ************ 20% ********* Lessons, Weekday, Non-holiday, Mountain Biking: 20% Off Lift Tickets (********** & ***********), Lodging @ ********** & ****************: 30% Off weekdays, non-holiday

  7) Ticket Sleeve - This is the presenter the season pass comes in describing all benefits, Add-******************** etc. Pleaes note " Upgrade to the 23/24 Cali_Pass and get access to ***********, ********** and 19 other Powder
  Alliance resorts plus discounts on tickets, food, lessons & more.

  I understand you were not aware of the change in benefits. I'm so sorry we find ourselves in this situation. Given the enclosed, I feel we have shown that Mountain High has done its due dilligence in communicating the benefits associated with our various pass products. Pleaes render this conversation finished.

  With respect.