Highland House Ski Rentals — Local services in Sugar Mountain

Used this ski rental place for years without issue, but this is definitely our last time doing so. Upon returning our rentals, the EXACT ones which were assigned to us, we were told that one of the ski sets was not the one we had been given. They said the numbers did not match. The ski set had NOT left our sight the entire time, and it had the Highland House Ski label on it. We explained that these were the EXACT set we were given when we initially rented them, they were specifically fitted for my boot, and that these were ABSOLUTELY the ones we were assigned. The younger guy helping us seemed flustered, not really knowing what to say, when an older guy in the back didn’t even bother to help sort out the situation, didn’t even look up from whatever it was that he was doing and said, “Well, those weren’t the ones we gave you that walked out with.” In other words, he was calling us liars. It was obvious to us that the Highland House was at fault and either wrote down the wrong number when we rented them, or picked up the wrong skis when they fitted by boot. Either way, being faulted and insinuating we were liars and thieves did not go over too well with my husband and I. My husband was told his credit card would be charged, (which of course we would have fought.) Well, it’s been two months and we were never charged. They probably did what they should have done that night and looked to see if the skis with that number they wrote on our receipt were there somewhere in the back. Being that we were never charged, and they obviously had all their skis, it would have been nice to get a phone call, e-mail, SOMETHING in the form of an apology for how we were treated and them acknowledging they were at fault for this fiasco. I did ask for the owners phone numbers and still have these, and still have plans to let them know how utterly disappointed we were in their treatment of us. We will absolutely take our business elsewhere in the future. We ski every year with our family, but will NOT utilize their services again. We’ve already warned two other families about this, and they avoided renting from here. If you chose to go here and rent, I highly recommend you checking the number of your skis with the number on your receipt before walking out the door, lest you be falsely accused such as we were. Ruined our fun yearly night of skiing because of THEIR issue with...

DO NOT RENT FROM HERE. These ppl seem nice at first, but it is quite the scam they have going on. We rented two sets of skis from here and we RETURNED two sets of skis, however they said “the numbers on the skis do not match what we gave you, so we’re going to keep both skis and charging you $250. They didn’t even have a way to look up who rented the ski by the number of the one I returned- they also toss out the fact you brought other skis in. Sonya (I think the owner) said she would wait until 4 days to see if they showed up to charge me, but she obnoxiously did it right then and there and when I called to ask she said “too many skis went missing so I decided to go ahead and charge you” I’m sorry that is no way to run a business. They had a lot of other ppl being wrongfully charged too while we were there. So be careful, I think they pick and choose who they want to go after and they’re sneaky, I found out my skis that matched my number were returned and when I called to tell her, she said she didn’t care and was super unprofessional and she said she wouldn’t refund any money because I was rude to her? (Because I stood up for myself) Def a business that needs to be reported to BBB. Honestly, Sonya doesn’t know how to deal with conflict either- started yelling like a wild child in-front of other customers and doesn’t know how to listen to customer feedback- it’s her way or the highway, or she will wrongfully charge you and lie about it. Very very dishonest. Very flawed system and process. Terrible experience, not worth the risk of losing $250 even when you do everything right and return the ski’s. Or if someone accidentally grabs yours and returns them, she just thinks it’s her lucky day- and is dishonest and try’s to get free money. Do not rent from here, avoid it at all costs, there are tons of...

Small business, locally owned, close to Sugar. It's an uncomplicated process to get your gear; their website is not even set up for online reservations, but things move quickly in the store. Everybody is busy. They don't fool with pricing out the skis in various packages (demo, standard, etc.) the way other places do, but that is probably not a drawback to the average renter skiing in this area. The staff were friendly and helpful and one of the fellows came over and took particular care in ensuring that our ski boots fit properly. Who wants sore feet after a day of skiing in the wrong size boots, right? But other places will hand you the boots and then you are kind of on your own with figuring out a proper fit. Prices are great, too. They don't offer half-day rentals, but their full day cost is still less than the half-day of others, and the service can't be beat. Returns are simple. Driving in from another area and not sure what the immediate roads are like? Give them a call, and they cheerfully answer that question, too. Would definitely...