Complaints

• Initial Complaint

  01/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for (6) 2 hour Ski Lessons for me and my daughter on October 21st 2022 and paid in full ($350 for mine, $350 for my daughter). Mohan canceled my ******* but not my daughters ****** @ 4:13pm January 17th 2023 via email. This was less than 4 days before the ******s were supposed to begin on January 21st 2023. It is now too late for me to sign up for ski ******s anywhere else as all ******s are sold out for the season. I also purchased a season pass, which I would have not bought had I known my ******s would be cancelled ($659). I have now been trying to reach them since January 17th 2023 because they have not refunded my money for the last minute cancellation of my ******s. They have not replied to my multiple emails, and the office has not answered my multiple phone calls or returned my multiple voicemails. It is now after January 21st and Mohan **************************** School still has my money and has not refunded it. This is ridiculous, I want my money for my ******s ($350) refunded to my original form of payment immediately!

  Business response

  01/25/2023

  Due to limited staffing this season, we were unable to respond in a time span that this student requested.  We processed the refund within 7 days of the notification of his cancelled class in which we offered an alternative to join a different class due to his higher skill level. We were awaiting a response to that email before processing the option of a refund.  ********** is closed Thursday to Monday while we are on the mountain with limited WIFI access while instructing, so office duties are not completed until we are back in the office. See attached emails with response and refund.

• Initial Complaint

  01/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I scheduled ski lessons for my 6 and 9 year olds for ****Mar 2023 in October of 2022. The lessons were supposed to start Jan. 22, 2023. I get an email on Jan. 14 cancelling my 6 year old's lessons because of a supposed new policy at ************************ that doesn't allow 6 year olds to ride the lift without an adult. I call the Summit to confirm this new policy and they say that it is not their policy. I have emailed, called, and even ******** messengered the business to no avail. Trusted in the email they sent said they would reimburse my son's lessons but I'm out the ski rental and his season ski pass because all other ski lessons are full. If I do end up trying to teach him the little bit of skiing that I know, then I will have to rent skis and buy myself a ski pass as well. Either way I'm out more money than they're going to reimburse me for just the ski lessons and most disappointing is that I have a sad kid who was so looking forward to learning to ski.

  Business response

  01/25/2023

  We understand this customer was not happy that we had to cancel her son's class a week before the season began.  We explained in many emails that while this was very unfortunate, this was due to a staffing shortage and a safety decision.  We even went as far as posting on our public social media page, our very specific clarification of our reasoning so there could be no more confusion on the matter.  This customer was refunded within four days of notification.

  This is what we posted on our social media pages on Monday, 01/23/23 at 4:00 pm, 5 days after refunding this customer:

  On January 14th, families received an upsetting email stating that their 6 year olds classes had been cancelled. We did not cancel these classes because the Summit told us to. We cancelled them because we do not have the staff to cover the high demand. We had a significant influx of 6 year old students this year.For their safety, classes must remain very small. For a young child to ride the chair lift safely it is recommended (*not required*) by the Summit that an adult be on the chair. We, at Mohan, completely agree with this recommendation.In the past we would make sure that classes of our youngest students had an assistant with them. Unfortunately, we do not have the staffing levels to keep this promise this year.
  
  Since students' safety is most important to us and our staffing is not what it once was, we chose to cancel the 6 year old classes. We know that this decision causes many families to be disappointed, frustrated, and even angry. Those are not feelings we are happy about causing. The alternative would be to keep the classes and still cause the same feelings just for another reason. Instead it would be because the classes were too large and not progressing well enough,and little ones would ride the chairlift alone for their 1st time. It was better to cancel than to provide a horrible experience, on the mountain, for the little ones.
  
  We hope this explanation clarifies our decision. We know it does not make it better. The purpose of this post was to explain that the class cancellation is not the Summits fault. The email sent by our office staff on the 14th led people to believe the Summit was to blame. That was not the intent or the case.This lies solely on Mohan Skiing & Boarding. The Summit was only mentioned,in support of the decision, not blame for it. We apologize that the message was not clear.
  
  We are all deeply sorry for such a huge disappointment.
  

*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. ↩