thebigo
Well-known member
Wanted to let people know how Attitash, and one would assume Peaks, is treating their customers.
My wife purchased a Ranger pass at Attitash in the spring. At the time we were trying to get pregnant but for a number of medical reasons, which I would rather not discuss in a public forum, it was unlikely that she would be able to get pregnant and even more unlikely that she would carry the baby to term. Regardless, we purchased the pass under the security of the FAQ on the peak pass website. The language was as follows:
‘If I were injured or had a medical condition that would inhibit me from using my pass this season what options would I have?’
‘We would offer a full refund or other options (transfer your pass, resort credit, etc) prior to your home mountain opening for the winter season.’
The language on the peak pass website was recently changed but fortunately I obtained a screen shot of the original language, attached to this post.
We found out in May that we could expect another child. Due to the aforementioned medical issues we delayed in contacting Attitash, she wanted to be able to ski if we lost the baby. She was however advised to limit activity due to previous complications.
In September, after reaching 20 weeks I contacted Attitash requesting the refund that was clearly offered on their website. I was told to obtain a doctor’s note and submit the request via email. Following her next appointment we submitted a letter from her Obstetrician clearly stating that she is not to ski this upcoming season. We promptly emailed the letter to Attitash and received no reply for one week, upon following up we were told that approval by the GM was required and he had been on vacation, then at Hunter for a meeting. I followed up again, after another week with no reply, then received the following response:
I have received a determination from our GM and he is willing to offer a credit toward a season pass for next season. He states that the wording on the peakpass.com faq’s is refund or other options (transfer your pass , resort credit, etc) the refund option refers to someone no longer able to ski due to an injury or illness. A credit toward the following year is the normal protocol in cases such as yours. A formal letter with this information will be mailed. I hope all is well and look forward to your return next season!
The response is clearly in conflict with a reasonable interpretation of the language originally on the peak pass website. I suspect they are aware, because the language was changed shortly after we submitted our refund claim. Further, credit towards a pass next season, that she will be unable to use while caring for an infant, is not helpful.
For a company to take such a skewed view of their own marketing literature over $500 makes one question both the state of their finances and whether they should be trusted in the future.
My wife purchased a Ranger pass at Attitash in the spring. At the time we were trying to get pregnant but for a number of medical reasons, which I would rather not discuss in a public forum, it was unlikely that she would be able to get pregnant and even more unlikely that she would carry the baby to term. Regardless, we purchased the pass under the security of the FAQ on the peak pass website. The language was as follows:
‘If I were injured or had a medical condition that would inhibit me from using my pass this season what options would I have?’
‘We would offer a full refund or other options (transfer your pass, resort credit, etc) prior to your home mountain opening for the winter season.’
The language on the peak pass website was recently changed but fortunately I obtained a screen shot of the original language, attached to this post.
We found out in May that we could expect another child. Due to the aforementioned medical issues we delayed in contacting Attitash, she wanted to be able to ski if we lost the baby. She was however advised to limit activity due to previous complications.
In September, after reaching 20 weeks I contacted Attitash requesting the refund that was clearly offered on their website. I was told to obtain a doctor’s note and submit the request via email. Following her next appointment we submitted a letter from her Obstetrician clearly stating that she is not to ski this upcoming season. We promptly emailed the letter to Attitash and received no reply for one week, upon following up we were told that approval by the GM was required and he had been on vacation, then at Hunter for a meeting. I followed up again, after another week with no reply, then received the following response:
I have received a determination from our GM and he is willing to offer a credit toward a season pass for next season. He states that the wording on the peakpass.com faq’s is refund or other options (transfer your pass , resort credit, etc) the refund option refers to someone no longer able to ski due to an injury or illness. A credit toward the following year is the normal protocol in cases such as yours. A formal letter with this information will be mailed. I hope all is well and look forward to your return next season!
The response is clearly in conflict with a reasonable interpretation of the language originally on the peak pass website. I suspect they are aware, because the language was changed shortly after we submitted our refund claim. Further, credit towards a pass next season, that she will be unable to use while caring for an infant, is not helpful.
For a company to take such a skewed view of their own marketing literature over $500 makes one question both the state of their finances and whether they should be trusted in the future.