Sugar Bowl

I am rejecting this response because: I don't want the refund, it's not a good deal But I realize the Revdex.com has done as much as they are willing to do, and you can close the complaint

To Whom It May Concern:We here at Sugar Bowl understand the frustration expressed by the mid-week passholder in the complaint registered with the BetterBusiness Bureau. Unfortunately, the continued drought conditions have resulted in dramatically reduced business volumeand we have
been forced to reduce operations as a result. Temporarily closing facilities in response to reduced business levels is standard practice in many industries including the ski industry. Sugar Bowl quickly recognized that is was a mistake not to have restroom facilities at the Judah portal so we opened Mountain Sports Learning Center the next day an they are now available seven days a weekAll services are offered at the Village Lodge including two dining options, a bar, three separate restroom facilities, rentals and ski or snowboard lesson. The lodge can be accessed via the Gondola or a short walk from the MtJudah parking lot. Despite drought conditions, currently, well over two-thirds of Sugar Bowl’s terrain is currently open. We will resume full operations as soon as we receive more snow and business volume increases. Sugar Bowl has been and remains committed to increasing mid-week visits. I am happy to discuss the matter further with the passholder if they would like to contact me directly.Sincerely,*** ***
*** ** *** ***Risk Management

I am rejecting this response because: She's mistaken when she says over 2/3's of the resort is still availableThe Judah and Jerome lifts and runs are being reserved for weekend onlyThey're just not being groomed Monday through ThursdayThis is not a snow issue, it's a labor issue - have they laid people off, or just cut hours to avoid having to pay Obamacare? There is plenty of snow for the weekend crowd, why not open those runs during the week?

Yes, we will refund the difference between the purchase price and ticket price for the number of days skied for your family.  For example if you purchased and adult midweek pass for $269 and skied two days we would charge you $95 per day (price of an adult lift ticket).  The refund would be for $79 which is $269 - $190.  Please contact me directly and I will facilitate the refunds.  I can not tell you the exact amount of the refund with out knowing your names and pass numbers.   Sincerely,[redacted]
[redacted]Risk Management[redacted]

I was told ".  As we are unable to satisfy this guest we can refund the purchase price of his/her season pass minus the ticket price of the days they have skied."  There are three other pass holders in my family - will they also receive the same refund?

To Whom It May Concern:The pass holder is mistaken in their assertions.  Our business decisions have been based on the dramatically reduced skier visits resulting from the lack of snow.  It has not snowed since late December and day time temperatures ranged from the low to mid-40's and have reached 50 degrees from time to time.  The resulting snow melt has forced us to close the terrain serviced by the Judah and Jerome chairlifts.  This terrain can not be opened until it snows.   There is simply not enough snow to cover the trails.  We have not laid-off employees to-date. There has been a reduction in hours due to the reduced business levels.  Our decisions are not in any way influenced by the Affordable Health Care Act.  As we are unable to satisfy this guest we can refund the purchase price of his/her season pass minus the ticket price of the days they have skied.  Sincerely, [redacted]Risk Management

Review: My wife and I have a season pass with sugarbowl which is basically a prepaid lift ticket for the entire season. My season pass does have some restrictions/black out dates (12/26/13 - 12/31/131/18/14 - 1/19/14 2/15/14 - 2/16/14) Our season pass is also set up with my credit card info so that I dont need to carry my credit card, it will work as my credit card so if I want to purchase something at the lodge like food or merchandise I can do so. Keep in mind if I purchased something like food or merchandise it would require my signature. On jan 19th my wife and I made the mistake of going to sugarbowl unaware that it was a blackout date (not sugarbowls fault im fully aware of this) we rode for a couple hours and went home mainly because THERES NO SNOW. Then on jan 27th I notice 2 un-autherized $52 charges on my credit card from sugarbowl???? I called and was told what had happened???? I was furious...my argument is my pass isnt valid on those days...it shouldnt have worked...I went through the lift lines like any other day they sscanned my pass and I was on my way....no one said a word. When I went to the lift I should have been told "your pass isnt valid today because of blackout restrictions if you want to ride you need to purchase a lift ticket" Thats exactly what would have been said had I not set up my credit card with the season pass. if I had been told this I would have turned around and went home. Instead they didnt say anything they just took advantage of having my credit card info. THERES NO SNOW why would I pay to ride crappy conditions when I can ride for free on any other day????Desired Settlement: $104.00

Business

Response:

[redacted] does have a restricted pass that does not allow pass skiing benefits on certain black out dates. The black out dates, holiday dates for his pass, are clearly presented on-line where you can purchase the pass, at the resort, and on the web page. The price for these passes is lower than unrestricted passes that give you skiing privileges on all days. This is a common pass type in the ski industry. We offer the ability to all pass holders to attach a credit card for their convenience. Most pass holders appreciate this set up so they can go directly to the lift when they need a day ticket rather than having to wait in a ticket line before going to the lifts. It is unfortunate Mr. [redacted] did not realize that Sunday of Martin Luther King weekend was a blackout date for his pass. Our system does show he skied that day from 9:30 in the morning until 12:38 or later in the afternoon.

Review: We paid for a mid-week pass, which includes use of the lodges - most important, the bathrooms. Today we were told that the new lodge, located next to the parking lot, will probably be closed mid-week for the rest of the season. This leaves us without use of bathrooms, they say we must travel across the resort to a building only accessible by way of ski lift or gondola, to use the bathrooms. This is onerous, especially for small children (and older women!).They also routinely close the terrain park or the access lift (Judah) during mid-week, but open it for the Friday through Sunday crowd. They admit there's plenty of snow on this run, but say they are closing it for "financial" reasons. We paid for our passes, now they want change the nature of what we paid for.When we bought our "mid-week" passes, we were told we would be restricted from weekend use, but were told there would be full services for us during the week, with no restrictions. When this resort was permitted an extensive expansion in 1991-2, the agreement they made with various local, state and federal agencies was that they would "encourage mid-week users" and encourage use of the new parking lot and lodge to avoid congestion problems for the town and residents of Norden on the weekends caused by out-of-towners swarming the Gondola parking lot every Saturday and Sunday. We feel they are reneging on the agreement. They are discouraging mid-week use and discouraging the use of the newly expanded lodge and lifts.Desired Settlement: We would like them to open the bathrooms at the Judah Lodge and keep the Judah lift running during the week. If these facilities will not be available, that should have been disclosed to the pass holder at the time of purchase.

Business

Response:

To Whom It May Concern:We here at Sugar Bowl understand the frustration expressed by the mid-week passholder in the complaint registered with the BetterBusiness Bureau. Unfortunately, the continued drought conditions have resulted in dramatically reduced business volumeand we have been forced to reduce operations as a result. Temporarily closing facilities in response to reduced business levels is standard practice in many industries including the ski industry. Sugar Bowl quickly recognized that is was a mistake not to have restroom facilities at the Judah portal so we opened Mountain Sports Learning Center the next day an they are now available seven days a week. All services are offered at the Village Lodge including two dining options, a bar, three separate restroom facilities, rentals and ski or snowboard lesson. The lodge can be accessed via the Gondola or a short walk from the Mt. Judah parking lot. Despite drought conditions, currently, well over two-thirds of Sugar Bowl’s terrain is currently open. We will resume full operations as soon as we receive more snow and business volume increases. Sugar Bowl has been and remains committed to increasing mid-week visits. I am happy to discuss the matter further with the passholder if they would like to contact me directly.Sincerely,[redacted]Risk Management

Consumer

Response:

I am rejecting this response because: She's mistaken when she says over 2/3's of the resort is still available. The Judah and Jerome lifts and runs are being reserved for weekend only. They're just not being groomed Monday through Thursday. This is not a snow issue, it's a labor issue - have they laid people off, or just cut hours to avoid having to pay Obamacare? There is plenty of snow for the weekend crowd, why not open those runs during the week?

Business

Response:

To Whom It May Concern:The pass holder is mistaken in their assertions. Our business decisions have been based on the dramatically reduced skier visits resulting from the lack of snow. It has not snowed since late December and day time temperatures ranged from the low to mid-40's and have reached 50 degrees from time to time. The resulting snow melt has forced us to close the terrain serviced by the Judah and Jerome chairlifts. This terrain can not be opened until it snows. There is simply not enough snow to cover the trails. We have not laid-off employees to-date. There has been a reduction in hours due to the reduced business levels. Our decisions are not in any way influenced by the Affordable Health Care Act. As we are unable to satisfy this guest we can refund the purchase price of his/her season pass minus the ticket price of the days they have skied. Sincerely, [redacted]Risk Management

Consumer

Response:

I was told ". As we are unable to satisfy this guest we can refund the purchase price of his/her season pass minus the ticket price of the days they have skied." There are three other pass holders in my family - will they also receive the same refund?

Business

Response:

Yes, we will refund the difference between the purchase price and ticket price for the number of days skied for your family. For example if you purchased and adult midweek pass for $269 and skied two days we would charge you $95 per day (price of an adult lift ticket). The refund would be for $79 which is $269 - $190. Please contact me directly and I will facilitate the refunds. I can not tell you the exact amount of the refund with out knowing your names and pass numbers. Sincerely,[redacted]Risk Management[redacted]

Consumer

Response:

I am rejecting this response because: I don't want the refund, it's not a good deal. But I realize the Revdex.com has done as much as they are willing to do, and you can close the complaint.