ComplaintsforIKON Pass, Inc.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased and differed 2022/2023 season passes for myself, my husband and our son for a total of $2,087. I had a stroke on 12/31/2023 so we are unable to take a ski vacation this season. I contacted IKON to see if it would be possible to defer our credits to the 2024/2025 season. I was told that the first problem was that I was supposed to use the credits by 12/14/2023 and now the passes are no longer available. When I explained I did not want passes but to defer, I was told that it was too late and my credits expired. This would make more sense if it was about purchased goods that I was trying to return. This is about money that I provided a company for a service that has not been used. I asked to speak with a manager. I was transferred to ****, stated she is the supervisor for IKON pass support. She repeated the policy about purchasing by 12/14. After much back and forth, she said she would offer me a 50% off voucher for season passes next year. When I questioned how they could justify keeping $1,000 dollars for my mistake, she simply tried to inform me of the policy again. When asked if I would receive an email, I was told a note would be made in my account. After more back and forth, she hung up on me. After reading the other complaints, I expect a response that repeats the policy for passes or a patronizing response implying how this is otherwise my fault. Yes, I didnt due thorough investigating into the purchase policy, but being treated like I am returning a product that I used for 6 months is not okay. People spend a significant amount of money on passes and plan vacations where they will spend more money to stay, eat, etc. The callousness of the employees doesnt match Alterra Mountain Companys mission and values to preserve, sustain and support its two most import resources; the mountains and the people who live and play in them. In fact, it seems $ only matters. When employees refuse to give their names, and hide behind anonymity, it says a lot.

  Business response

  02/02/2024

  Hello ****,
  

  I have reviewed your Better Business Bureau complaint. First off, I would like to apologize for what you have gone through, and I hope that you have a speedy recovery.  The Ikon Pass sale went live March 2023 for this upcoming 23/24 winter and passes were available for purchase until December 14,2023. I am sorry that you were unable to utilize your credit.  I will reach out to you directly for more information.

   

  
  *************************
  VP Contact Centers
  Alterra Mountain Company 
  ALTERRAMTN.CO

  Customer response

  02/02/2024

   
  Complaint: 21217286
  
  I am rejecting this response because:
  The company has simply stated the same explanation. That I failed to use the credit by 12/14/2023. They have not addressed my complaint that I was not notified that I would be forfeiting over $2,000 if I did not purchase passes by this date. They also did not provide explanation as to why they are holding money (calling it credits) for services that I did not receive. they have offered no resolution. They did not confirm the supervisors offer that I would receive 50% off next year. Their offer to contact me in person, I fear is simply another opportunity to read me their policy.
  
  Sincerely,
  
  ************************* Minor

  Business response

  02/15/2024

  Hello - 

  I spoke with ************************* on the phone, on 2/5/24, and have already resolved this complaint with a solution for the guest.

   

  Thank you, 

  *************************
  VP Contact Centers
  Alterra Mountain Company 
  ALTERRAMTN.CO

• Initial Complaint

  01/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an Ikon pass for the 22/23 season and deferred the pass to this years season.Apparently, I missed the deadline to re-purchase an Ikon pass for the 23/24 season. I was never informed that deferring my pass would mean that Id have a credit and would be required to repurchase the pass for the next year with that credit. I received no emails from **** stating instructions or saying that I had to repurchase, nor that thered be a deadline I had to purchase by.While I never received any emails urging me to use my credits let alone by a certain deadline or Id lose my money I received random promotional emails. It looks like **** opted me out of any and all reminder emails in hopes that I would miss the deadline and forfeit my credits. I know of others as wel in this same position who also received promotional/marketing emails for other Ikon products and services but zero reminders or guidelines about needing to repurchase the pass. This is completely unacceptable to me as Im out $1000 after having missed the December deadline.Upon calling a few weeks ago, I was told there was nothing **** could do to get me a pass for this year and that I was out of luck. I even know of a friend who lost out on their deferral credits and was able to repurchase a pass for 50% off, essentially purchasing one and a half passes (which should be criminal). It is clear to me that **** is taking advantage of innocent customers.Please let me know how you can help settle this for me.

  Business response

  01/19/2024

  
  Hello ******,

  
  I have reviewed your Better Business Bureau complaint. The Ikon Pass sale went live March 2023 for this upcoming 23/24 winter and passes were available for purchase until December 14,2023. I am sorry that you were unable to utilize your credit. We did send out reminders to our customers with credits on file, advising of the expiration date. I will reach out to you directly for more information.
  

  *************************
  VP Contact Centers
  Alterra Mountain Company 
  ALTERRAMTN.CO

• Initial Complaint

  01/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a full Ikon pass for $1359 on 8/24/23. Months later I began a new job at a ski resort in a year-round management position and got local Ikon resort access. My boyfriend is a Ski Patroller at *************** and we had plans for ******* Hole and ***** trips this season so I decided to hold off on deferring my Ikon pass so I would still have access to those Ikon destinations to ski with him. My boyfriend ended up tearing his Achillies tendon late 2023 and I had to cancel our trips due to his surgery and to help with his recovery (have doctor documentation). I understand that the deferral deadline was December 14th. I had questions that the online FAQ did not answer and wanted to speak with someone to discuss my specific situation. I called numerous times prior to the 14th but was unable to get through to a person due to long wait times. My December work schedule was EXTREMELY busy with peak ski crowds. I had almost zero time off from Thanksgiving-Christmas. I was always on the clock working during your customer service hours and unable to sit on hold during such a busy time of year. Call back was not an option as I have no cell service at work and was away from my desk.I was finally able to get through over the phone today 1/14. They said there was nothing they could do. No refund, no deferral, no partial deferral credit, no transferring the unused pass to a family member. They gave me ZERO options as I missed the deadline on the 14th DUE TO THEIR LACK OF AVAILABLE CUSTOMER SERVICE to discuss my job change, move and injury situation. If deferral deadlines are being strictly enforced, accessible customer service is critical, especially prior to said deadlines. Not everyone can sit on hold for hours waiting for help during standard business hours with their jobs, especially leading up to the holidays. All my emails bounce back with an autoreply. I expect either 1) An option to defer my unused 2023/24 pass to 2024/25 or 2) a refund.

  Business response

  01/18/2024

  Hi *******, 
  

  I have reviewed your Better Business Bureau complaint. First off, I would like to apologize for your experience, and I hope that your boyfriend has a speedy recovery.  We did look into contacts made to our Ikon Support team, and we have one record of a phone call made on January 14th from your phone number. As you are aware, the deferral period did end on December 14th, 2023. Pass Protection was also offered during time of pass purchase to help in situations like these and unforeseen circumstances. Our passes are final sale, meaning they are non-refundable after purchase and cannot be transferred to another person or season.
  

  I will reach out to you directly for more information.
  

  Sincerely,
  *************************
  VP Contact Centers
  Alterra Mountain Company 
  ALTERRAMTN.CO

• Initial Complaint

  01/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I fell decorating my Christmas tree off the step stool and had pain on my right knee.I went to ***************** on Dec 5th and he recommendated an MRI I obtained the approval on 12/19 and had an MRI on 12/20.Today 1/8 went to ***************** to find out I had a meniscus tear in my right knee and will not be able to ski this season. Doctor's note attached.I called IKON and requested that they defer my payment to next season as I have not used any of the benefits.I speke with ******* the supervisor and she explained I missed the deadline of 12/14 to defer. Given that I have not used any benefits, the doctors note and timing I would asked that this be reviewed and that IKON me an exception as this is a medical issue. Also we are long time loyal IKON customers which are requesting assistance in the deferral to next season 24/25 or a refund.Thank you ********************* ************

  Business response

  01/12/2024

  Hi ****, 

  I have reviewed your Better Business Bureau complaint. First off, I would like to apologize for your experience, and I hope that you have a speedy recovery. As you are aware, the deferral period did end on December 14th, 2023. Pass Protection was also offered during time of pass purchase to help in situations like these and unforeseen circumstances. Our passes are final sale, meaning they are non-refundable after purchase and cannot be transferred to another person or season.

  I will reach out to you directly to follow up on this conversation. 

  Sincerely,

  *************************
  VP Contact Centers
  Alterra Mountain Company 
  ALTERRAMTN.CO

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a 3-day session pass online on 12/05/23. At the time there were a number of ski resorts that were included in the black dates (12/26-12/31). The ski resort I intended to ski at was not included on the list of ski resorts. I intended on skiing at ***************, which was not on the black out dates list. Approximately two weeks later I received an email on 12/20/23, listing *************** on the black out dates list. I checked for other ski resorts that I could change to but many other ski resorts were also added to the black out dates list that were not originally on the list. I contacted IKON on the phone and they said that I must have read it wrong or was on the wrong page.

  Business response

  01/03/2024

  HI, *********  

  I have reviewed your Better Business Bureau complaint.  I see that you spoke with ***** on January 2 and he did let you know that the black out dates were determined before our passes went on sale in March and have not been changed. *************** has been included since that time.  I did verify with our web team that there was not an error that somehow omitted including *************** from the black out designation being displayed.  They assured me that there is only one set up for the black out display and it has been the same since March.  I am sorry that somehow you missed this information when purchasing your Ikon Sessions Pass.  There is plenty of time to use your pass this winter so I am sure you will have time to hit some of our great mountains.

  Sincerely, *****

  *********************
  VP Contact Centers
  Alterra Mountain Company 
   ALTERRAMTN.CO
  
  Confidentiality Warning: This message and any attachments are intended only for the use of the intended recipient(s), are confidential, and may be privileged. If you are not the intended recipient, you are hereby notified that any review, retransmission, conversion to hard copy,copying, circulation or other use of this message and any attachments is strictly prohibited. If you are not the intended recipient, please notify the sender immediately by return e-mail, and delete this message and any attachments from your system. Thank you.

  Business response

  01/03/2024

  HI, *********  

  I have reviewed your Better Business Bureau complaint.  I see that you spoke with ***** on January 2 and he did let you know that the black out dates were determined before our passes went on sale in March and have not been changed. *************** has been included since that time.  I did verify with our web team that there was not an error that somehow omitted including *************** from the black out designation being displayed.  They assured me that there is only one set up for the black out display and it has been the same since March.  I am sorry that somehow you missed this information when purchasing your Ikon Sessions Pass.  There is plenty of time to use your pass this winter so I am sure you will have time to hit some of our great mountains.

  Sincerely, *****

  *********************
  VP Contact Centers
  Alterra Mountain Company 
   ALTERRAMTN.CO
  
  Confidentiality Warning: This message and any attachments are intended only for the use of the intended recipient(s), are confidential, and may be privileged. If you are not the intended recipient, you are hereby notified that any review, retransmission, conversion to hard copy,copying, circulation or other use of this message and any attachments is strictly prohibited. If you are not the intended recipient, please notify the sender immediately by return e-mail, and delete this message and any attachments from your system. Thank you.

  Customer response

  01/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  For 22/23 season, I have purchased 2 passes for my son and for myself, $1,079 and $239, respectively, which we had to defer. During December, phones were extremely busy and finally today I was able to get in touch with someone. However, I was informed that I don't have a pass for 23/24 season and ******* informed me that my credit has expired and only offered 50% of it. I did not receive any communication from Ikon warning me that the deadline to use my credits was approaching.To resolve my complaint I expect either confirmation from **** that they can issue me a pass for this season, or issue full credit for next year or a full refund of the credit balance. Sincerely,

  Business response

  01/03/2024

  Hi, *****.

  I have reviewed your Better Business Complaint.  I understand your issue. Ikon Pass did send several email reminders regarding the deadline day and last day to use your 22/23 deferral credit.  I see that you spoke with two of our Ikon Pass agents who did provide you with this information on January 2.  The policies regarding use of your deferral credit were made clear when you deferred your 22/23 passes.  I know that the phones were busy over our deadline period, we do offer a callback option so that you would not have to stay on hold if you needed to talk to someone. You could have used your deferral credit in your online purchase before the deadline day.  I will reach out to you directly to discuss your options.

  Sincerely, *****

  *********************
  VP Contact Centers
  Alterra Mountain Company 
  ALTERRAMTN.CO
  
  Confidentiality Warning: This message and any attachments are intended only for the use of the intended recipient(s), are confidential, and may be privileged. If you are not the intended recipient, you are hereby notified that any review, retransmission, conversion to hard copy,copying, circulation or other use of this message and any attachments is strictly prohibited. If you are not the intended recipient, please notify the sender immediately by return e-mail, and delete this message and any attachments from your system. Thank you.

• Initial Complaint

  12/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi BBB: IKON sells a full pass that allows people to ski on holiday weekends with no blackout, for example Christmas to New Years week. However, increasingly more resorted are added to a reservation system. Which means although we paid more money for the full product, we are still not guaranteed a spot on the mountain during a holiday week. They also did not make the restrictions obvious or provide any disclaimer. The company should not be allowed to sell services that they cannot promise to deliver. I want my money back and compensation on travel and lodging for ruined holiday plans.

  Business response

  12/29/2023

  Hi, ***********

  I have reviewed your complaint with the Better Business Bureau.  I apologize for your frustration with the Ikon Pass.  All access is available at ikonpass.com, searching pass access.  Unfortunately I can't provide you with the exact link on this form as it doesn't not seem to accept hyperlinks.  As you know, our passes are sold as non-refundable at time of purchase, which you agreed to at the time of purchase.  I am trying to look into your specific situation but it seems that your purchase was done using a different email address and phone number than you are using in your BBB correspondence and you did not provide your last name so I can't find your profile in my systems.  I will reach out to you directly for additional information.

  I do hope you are having a great holiday season.

  *********************
  

  *********************
  VP Contact Centers
  Alterra Mountain Company 
  P ************  /  ALTERRAMTN.CO
  
  Confidentiality Warning: This message and any attachments are intended only for the use of the intended recipient(s), are confidential, and may be privileged. If you are not the intended recipient, you are hereby notified that any review, retransmission, conversion to hard copy,copying, circulation or other use of this message and any attachments is strictly prohibited. If you are not the intended recipient, please notify the sender immediately by return e-mail, and delete this message and any attachments from your system. Thank you.

• Initial Complaint

  12/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My wife and I have two $1230.00 deferral credits from the 22/23 season. Knowing we won't be able to ski much this season, I emailed ******************************* on Dec. 9th asking to defer the credits until next season (24/25). I never received a reply, and now it's too late to purchase a 23/24 season pass. So I have close to $2500 in credits sitting in limbo, unable to apply them to a pass for this season, and unsure if I can defer them to next season. I've emailed **** several times and tried calling as well but never got in touch with an actual person. I received zero communication from Ikon warning me that the deadline to use my credits was approaching.To resolve my complaint I expect either (1) confirmation from Ikon that I can defer my $2500 towards purchase of two 24/25 passes next year, or (2) a full refund of the credit amounts.

  Business response

  12/28/2023

  *******, I have reviewed your complaint.  I will reach out to you directly to work with you on your issue.  Our messaging does say that if you need a transaction, you do need to speak with an agent.  Looking at the notes in your file, it appears that you did call but chose not to wait on hold to speak with an agent as we were very busy at our deadline time.

  Sincerely, *****

  *********************
  VP Contact Centers
  Alterra Mountain Company 
  P ************  /  ALTERRAMTN.CO
  
  Confidentiality Warning: This message and any attachments are intended only for the use of the intended recipient(s), are confidential, and may be privileged. If you are not the intended recipient, you are hereby notified that any review, retransmission, conversion to hard copy,copying, circulation or other use of this message and any attachments is strictly prohibited. If you are not the intended recipient, please notify the sender immediately by return e-mail, and delete this message and any attachments from your system. Thank you.

  Customer response

  12/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  The company reached out to me by phone to resolve the issue.

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

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2022/2023 Ikon Pass that was deferred on an exception for an injury at one of the resorts. This year prior to purchasing the Pass I called Ikon on 12/11/2023 to ask about deferral of my credit to the 2024/2025 season. When I asked the representative if this was possible they said the only way to do so was to purchase a pass for this season with the previous credit and defer it for the next season. When I spoke to the Supervisor today he said that there was no notation on the account that we were looking for the pass to be deferred and even though there was no mention of the deferral deadline being day after purchase. Now calling in on the 19th even with the supervisor ********** reviewing the account, he said that because of the one time exception last year was final and they are not willing to help even with the previous recorded phone call. I am looking to get the pass deferred due to the injury not being healed from the previous season and had called in prior to the deadline to figure out the process. It is very frustrating that I called in seeking guidance and even mentioning the previous recorded phone call they were not willing to assist. The supervisor today had even said that the account should have been notated and wasnt. After speaking with multiple supervisors today and being told that the company has nothing that they will do even after listening to the phone call I am seeking some assistance in getting the pass deferred or refunded as I followed the steps provided by the inital supervisor. I also wanted to express that ********** was very degrading and when I asked to speak to his boss he told me he is the highest point of contact and that it sounds like our call is over because there is nothing he was willing to do.

  Business response

  12/27/2023

  Hi, *************

  I have reviewed your complaint as well as your communication with the Ikon Pass team.  I am sorry that you feel that ********** was degrading to you during your conversation with him.  I will review the telephone conversation for coaching as needed.  I see that you also spoke with several other Season Pass team members during this time.  I am somewhat confused about your request so I will reach out directly to you to discuss.

  Thanks. *****

  *********************
  VP Contact Centers
  Alterra Mountain Company 
  P ************  /  ALTERRAMTN.CO
  
  Confidentiality Warning: This message and any attachments are intended only for the use of the intended recipient(s), are confidential, and may be privileged. If you are not the intended recipient, you are hereby notified that any review, retransmission, conversion to hard copy,copying, circulation or other use of this message and any attachments is strictly prohibited. If you are not the intended recipient, please notify the sender immediately by return e-mail, and delete this message and any attachments from your system. Thank you.

  Customer response

  12/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am a retired 100% disabled combat veteran, I buy ikon passes for my daughter and myself every year. Because of the COVID19 I defer my passes and now I dont receive my pass and they dont want to issue my passes. They are telling me that my ikon wasnt never deferred. Ive been calling since and they are giving me the run around.

  Business response

  12/14/2023

  Hi, *******

  I have reviewed your complaint with the Better Business Bureau.  I understand that you thought that your 2021/2022 Ikon Pass was "automatically" deferred toward a 22/23 pass but that was not the case.  When you called on December 19, 2022, ******** explained how the adventure assurance program worked.  It does not appear that anything happened after that conversation.  I see that on 12/6/23 a friend of yours reached out to our team about your 2021/2022 pass and ***** explained the policies and let your friend know that you would need to call us yourself.  I see that you called twice today regarding this situation.  If you would like to purchase a 2023/2024 pass, I will discuss options with you.  I will send an email to you directly to provide my contact information.

  Sincerely,  *****

  *********************
  VP Contact Centers
  Alterra Mountain Company 
  P ************  /  ALTERRAMTN.CO
  
  Confidentiality Warning: This message and any attachments are intended only for the use of the intended recipient(s), are confidential, and may be privileged. If you are not the intended recipient, you are hereby notified that any review, retransmission, conversion to hard copy,copying, circulation or other use of this message and any attachments is strictly prohibited. If you are not the intended recipient, please notify the sender immediately by return e-mail, and delete this message and any attachments from your system. Thank you.

  Customer response

  12/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

*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. ↩