Complaints

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My fianc and I planned on visiting Boyne Mountain for a weekend away to celebrate our recent engagement. We took PTO and traveled three hours north for the weekend with the main reason being to see the sky bridge and the fall colors. We arrived at Boyne around 12:30pm on October 19th and had lunch and enjoyed the views at Boyne. We then purchased tickets to see the sky bridge not knowing what we were getting into. Around 2pm we walked over to the sky bridge entrance and ended up waiting in line for 2.5 hours just to get to a lift. But instead of getting on a lift we got shuttled on a bus over to a different lift where we then waited in line for another 50 minutes. After 3.4 hours of waiting in line we finally were on a lift heading up the side of the mountain. When we reached the top of the mountain we were in awe that there was another line that was hours long just to walk over the bridge. The time was now around 5:40pm. After waiting in the line at the top of the mountain with it hardly moving we decided to just walk down the mountain path around 6:15pm. To say the sky bridge is poorly managed is an understatement. Not once were we told that the wait was this long. Not once were we told they are at capacity. Instead, they took our $78 and had us wait in line for hours. In the end we knew we wouldn't be able to see the sky bridge before dark and it would likely close before we even reached half way through the line at the top of the mountain. We request not only a refund but also some sort of compensation for our time. This is a terrible way to run a business. There needs to be signs outside and online showing the current estimated wait times. And they should no longer be selling tickets to people when they knew not even half of them will be able to get on the sky bridge. We are extremely frustrated with the complete lack of care of our money and time. Again we took PTO for this and it was our engagement trip to get away. They need to manage this far better.

  Business response

  10/24/2024

  On 10/24/24 we reached out to the guest and successfully resolved the matter.  We look forward to having him back in the future.

  Customer response

  10/25/2024

   
  Better Business Bureau:
  

  
  This is in reference to complaint ID ********. **************** did reach out to me yesterday over phone. They did say that they will be refunding our purchase. We have yet to see the refund on our card but know that can take a few days. Thank you to the team at the Better Business Bureau for helping us get this resolved. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The resort hast deceptive advertising. There guarantee says if you are unhappy with the snow conditions you can come back another day. In reality they give u a partial refund on your remaining tickets. Then you have to rebuy all the tickets. We bought *********** ahead of time to save money. We had 6 skiers per day for 3 days (Mon, Tues, and Wed). Monday was ok (although we wernt told when we bought them that they closed early on Mondays). Tues was 60 degrees and too slushy to ski. We wanted to trade Tues lift tickets for Thurs lift tickets. They said it would cost almost $600 to move the tickets. It was cheaper to go online and just buy tickets for Thursday. This is a scam. We only ended up with partial credits that have to be used at the resort. Since it was a multi day ticket, they charged us the most expensive price for Monday and then refund what is left. Which is not how it was sold to us.

  Business response

  03/06/2024

  At Boyne Mountain Resort, we know when people plan a trip, they want snow they can count on. It's our promise -- we will do everything possible to deliver the best conditions possible every day of the season. If the snow conditions aren't up to your expectations, you can turn in your lift ticket and come back another day. 
  

  How It Works
  Buy a lift ticket any day this winter, and if after taking at least one run you feel we have not lived up to our promise of delivering the best conditions possible on that day, you can turn in your ticket for a credit to come back another day. Simply bring your ticket to the Lift Ticket Window within one hour from purchase or by 10AM for multi-day tickets to make the exchange. When a guest has a three-day ticket and chooses not to ski one day, the value of the credit will likely be less than the current single day ticket due to the multi day discount. When they purchase a single day ticket, there will be a difference in cost. You will be asked for your name and email address so we can record your exchange and assign your ticket credit to you. The ticket credit issued will be based on the day you visit and valid until the end of the current winter season. Please note that snow guarantee credits are not available for night skiing or comp/unpaid tickets. Also, please note that this is a snow guarantee. It is not applicable if you don't like the weather, your favorite trail is not open, a lift was temporarily on hold, or you do not feel well. And as this guarantee is intended to provide you with an opportunity to return another day, vouchers are non-transferable.

  The referenced customer has been refunded in full for said lift tickets, including the original day they enjoyed skiing, and that money was placed on a gift card. The customer has since gone to our sister **********************, purchased new lift tickets, skied there and used any remaining funds to make other purchases at that resort. Since receiving this notice, our management team has attempted to contact the guest to ensure their complete satisfaction with the resolution, however the guest has not yet responded.

• Initial Complaint

  07/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased two of the offered "crazy eight" pass packages from Avalanche Bay Indoor Waterpark. Upon arrival/discussion with management the passes were not honored and stated to have no ************* later attempted to compensate these 16 tickets by providing four one-day passes with blackout and expiration dates attached. When I was onsite, Avalanche Bay's computer system acknowledged 16 unused park passes, yet they were still unwilling to honor my purchases.

  Business response

  07/26/2023

  To the best of my knowledge, in 2018, the consumer purchased two value packs of eight water park admissions each (16 admissions total). These admissions were valid for one year. The consumer did not attempt to redeem these admissions until 2022, long after the expiration date, only citing COVID for the delay which didn't being until after the product expiration date. At that time we offered to redeem half of the ticket (8 of 16), which the consumer declined. To resolve this matter in good faith, we will contact the consumer and offer a refund of the original purchase price with proof of purchase and return of product media to the resort.

• Initial Complaint

  03/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  (Concerning **** Mt Resort) I was an employee hired for my expertise in snow removal operations with trucks and equipment as well as extensive years of mechanical knowledge. I am Owner Operator of MB'S ******************************** LLC I was suppose to be signed off on equipment used to remove snow. That did not happen. Instead I seen bad quality control and harsh direction which was uncalled for. Little things I recommended to have addressed did not and I got a cold shoulder or told to keep my mouth shut and do as im told. I have a management proficiency and would never do that to my employees. * I was almost run down by a manager from another department., while walking wearing Hi-Vis Jacket (**** manager of V&E) in a company vehicle. Tried to address it through HR with little to no care on their behalf. I tried talking to him first and he called me (incompetent and told me if I had a problem with it we could take it out back) Fight words is what I got from that. I am way more competent than he even knows I have attempted to resolve the issue and have not heard anything on their behalf. I was then even more so pushed away and still no write off on equipment. I could not deal with the poor management, I was under the assumption I would have been a good asset to the company. I am going to have to take further action Sincerely ************************* w/ MB'S ******************************** LLC

  Business response

  03/07/2023

  Thank you for bringing this to our attention.  

  We are aware of this situation with a former employee who was released from employment for due cause.  We suspect the complaint is derived from this former employees dissatisfaction with his termination.  With this complaint involving an employee/employer situation, we do not feel this is the forum to respond further.

• Initial Complaint

  06/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We stayed at resort for three nights during memorial weekend as we do many years. We always stay with a community group called the ****************************. There are usually 900 attendees and we enjoy the resort very much. This year however we receieved a /$500 charge -($250 for each of our two rooms) after checking out. The charge was not authorized nor were we notified of it. We just happen to see it on our credit card statement. At that point we asked our community members if anyone had a similar issue because the management was not returning our phone calls or emails when we inquired about the charge. We discovered that eight families had the same exact thing happened to them! The families that received a response from management were told that the charge was due to biohazard material left inside the rooms. They specified that F**** was left inside of cups in our rooms which is absolutely absurd and offensive! They told some of the families that they had pictures and proof but when asked to provide them they did not. Our group is offended and cannot believe that the resort thinks they can get away with this. We demand an investigation to be done over the cleaning crew that cleaned our rooms. This appears to be a case of discrimination against our ************* We are still waiting to hear back from management and demand a refund of our $500.

  Business response

  07/21/2022

  An additional cleaning fee was applied due to glassware being left on the restroom floor near the toilet. After receiving clarification from the group coordinator on the reason these items were left in that location, we fully refunded the cleaning fees on 6/22/22. We are working with the group coordinator to better meet the groups needs during future visits.

• Initial Complaint

  06/17/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We stayed there over the Memorial Day weekend. We were part of about 700 people (families) as part of trip with religious group. After about one week, we found that we were charged 250$ for cleaning fee with claim that we left biochemical hazard waste in the room. We tried to talk to facility to learn more about it and dispute it but no success. I am concerned when I found today that there are six families had similar charges for same reason so far.It appears that there is fraudulent scheme going on.I filled claim with credit card company

  Business response

  07/21/2022

  An additional cleaning fee was applied based on the condition of some linens left in the room (biohazard/bodily fluid contamination which required specialty cleaning). After discussing the matter with the group coordinator, the guest was refunded the full amount of the cleaning fee as it was paid by the master account. We are working with the group coordinator to better meet the groups needs during future visits.

*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. ↩