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Complaint Details
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Initial Complaint
12/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a season pass to the Pumphouse Waterpark on 8/11/2023. I was told in person when I purchased them that the season pass ended on December 15 2023. We went to the waterpark on that day and were turned away being informed that they actually expired on December 10. The people working the Park knew that multiple people were told the December 15 date and did not honor it. Contacting the business's customer service was met with an apology but no actual action. I had the pass for 20 weeks and they took 1 of those weeks away. I would like that week refunded ($20 dollars).
Business response
01/05/2024
Director of Marketing has responded to the guest directly offering a $20 Move Up Gift Card. We are also reviewing internally with the **************** team how to improve communication surrounding the waterpark season passes and what, if any, additional tools are needed.Initial Complaint
03/22/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I came to Jay Peak March 19th with a discount deal distributed by inn (*************************) I was staying at. It clearly states $63 discount rates "daily from 3/19", see the photo attached.Yet, stateside ticket office refused to honor the coupon, trying to explain to me that "Daily" means "weekday". Even the same coupon clearly uses "Mon-Fri terminology" for weekdays. I've tried arguing with the representative but couldn't continue forever (or wait for a manager) considering two kids waiting for me in the cold (ticket office windows are outside). I ended up paying $110 more for my family to ski yesterday. I would like to get reimbursed for it. I've spent plenty of money at Jay Peak last year and this year and this leaves a bad taste about the whole experience. It is not like a customer can just tell 2 kids, "oh we can't ski today because resort is making me pay $110 extra", unplanned, for the experience.How do I go about resolving this problem?I would expect business to honor this coupon even if there was a typo. There is nothing on the coupon that says its terms can be changed at any moment.In what world would the discount coupon allow me to ski for $82/$64 respectively on a weekend during prime season, and yet force me to pay full rate on late season weekend?I've tried emailing customer service, but got no response.I've tried calling customer service, but got nowhere, rep hung up as soon as it got a little confrontational. Any assistance would be great here...Customer response
04/02/2023
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.I received an email from the vendor literally an hour after you've sent the complaint over to them. They accepted that the problem was on their side and issued a refund to me.
Regards,
***********************************Initial Complaint
02/23/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I went to the Jay peak water park on 2/19 and rented a large locker, which I was charged a $20 key deposit for. Upon leaving, there was no one at the front desk to return the key to in order for me to get my deposit back. Nothing else at the front desk, including a key return box or other instructions. Therefore, I left that night with the key and went to return the key the next day.Upon returning the key on 2/20, I was informed that I wouldnt be able to get my deposit back because I should have known to return it the previous night at the wave shop, a completely different business in their complex. Their lack of clear communications on how to return a key after failing to staff their front desk during business hours meant I couldnt give them their key. Its unreasonable that they have since stolen my deposit because of that. Ive tried reaching out to their customer service email, but received no reply.Business response
03/11/2023
Have them get in touch with me directly, ***********************, at ********************************* and I'm happy to help reconcile the issue.
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Initial Complaint
04/07/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
In December of 2021 my 15 year old son reserved services by accident for Jay peak in ** , I noticed immediately and called within 20 minutes of transaction to get refunded and got no where , the date of services was for 12/29/2021 we were in ****** ** please see proof attacked .I have disputed with bank and Jay peak stated we were in ******* and have lift tickets , thats a lie I looking to get my money back , I work hard for my money and its pretty sad that this establishment chose to lie and be greedy instead of reimbursing funds immediately I spent hours on phone with Jay peak and banks please help !!Initial Complaint
12/28/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I booked 3 units for a ski trip. From 12/28/21 to 12/31/21. The check in time supposed to be 5 pm. We arrived at Jay Peak resort around 5pm. When I check in around 5 pm, they told us the room is not cleaned and not ready. They said they will contact us by email when it is ready. So we have been waiting until 9pm, they havent gotten our room ready. It is so cold here and with This Covid situation, it is dangerous that we have no place to stay and sleep at night time. There are at least dozens of other families having same situation here in the hotel lobby. The resort just tells us they have staff shortage blah blah. They are charging ppl $600-$700 dollars a night and they dont give you the room until ****pm. This is unacceptable. When we talked the ppl around, some ppl who came yesterday said they could not go in the room until 11:30PM, but the resort still charged them for that night. The resort is aware of this problem and is calling people to confirm ski classes without mentioning the delay or doing anything to assure the proper cleanliness of cabins.Business response
12/29/2021
We lost 10 Housekeepers across the day due to sickness, rooms were late, we reduced and comped anyone who was more than 2 hours late, apologized profusely, the lobby was not 'cold'. Ski and *********** reservations have no bearing or even indirect connection to rooms being late so we don't fully understand the line of logic wrt that position.
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