Complaints

• Initial Complaint

  01/10/2025

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I, **** **** ******* spoke with Manger Lori from Brian Head Resort at 3pm PST on January 1st, 2025 to discuss fraudulent activity with my season pass. Timeline of events 11/26/24 I purchased to gift cards for a total of $650 during a season special, gift card credits were one for $500 (****************) and one for $250 (****************). Confirmation #*********** 11/26/24 I purchased a Brian Head Weekday season pass Thursday & Friday for $328.45 Confirmation #************ 12/01/24 I received an email asking me to take a survey on my recent visit to Brian Head Resort from BrianHead@guestresearch.com 12/01/24 I replied back and stated "I did not go recently, why would I take a survey". 12/02/24 Reservations@brianhead.com replies back to me and states because I purchased discounted lift tickets for a trip on 1/1/25 on 11/27/24 is the reason I got an email to take a survey on my recent visit to BrianHead Resort. 1/01/25 Kids are still sick and we are unable to go, exchanged all 5 lift tickets and given resort credit. I contact Brian Head to get reimbursed for Season Pass $328.45 and move resort credit $298.47 to gift card credit, rep stated NO. 1/01/25 I initially bought $750 in gift card credit. $328.45(season pass) + $298.47(resort credit) + $57.92(gift card credit) = $648.84. $750 - $648.84 = $65.16 unaccounted for. 1/01/25 Seasonpasses@brianhead.com emailed me and stated I have used my pass 3 times. I called and spoke to Lori from reservations and she stated I have used my pass 6 times this season, all erroneous, my pass was used fraudulently and would like to get reimbursed. I, **** **** ******* have not been up to Brian Head Ski Resort 329 South Highway 143 Brian Head, UT 84719 once this 24/25 season. My pass was used fraudulently, there is $65.16 that is unaccounted for. Please reimburse me $650 for the gift cards I purchased and discontinue my season pass, resort credit, and gift card credit. **** *******

  Business response

  01/10/2025

  Hi!

  We would love to be able to help with this claim, however, your complaint needs to be made with the Brian Head Resort and not the Brian Head Lodge. Please remove the complaint and direct this complaint to the appropriate business. 

  Thank you

  Customer response

  01/10/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Signature at bottom of email from purchase confirmation email shows the same address used that inputted on my complaint. 
  

  Just like resort customer service number ###-###-#### I’ve been calling when not it’s not a busy tone keeps trying to pass the buck by saying it’s a season pass department issue.

  Brian Head Resort has been given about 10 days, more than reasonable time to resolve this issue.

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

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