Propane Update

Dear Owners,

Today, we received two additional loads of propane. The tank is now reading close to 39%. Our maintenance team is watching the deliveries and gauges very closely, and they are updating me the status via texts throughout the day. We also had a conversation with the General Manager at Ferrell today. They took full responsibility for what was a failure of two parts: 1) not informing us of our service contact change (and hence why communications were going unanswered), and 2) an error in the remote monitoring system communication.

It turns out, the remote monitoring system did in fact do its job and sent three separate emails to the Dispatch Portal requesting refill deliveries. For some reason, the Dispatch Portal did not pick up these emails. Therefore, they are in process of investigating why this happened. Ferrell has committed to the following changes with our contract: 1) To install a new monitoring system at their expense, 2) To dedicate a new single point of contact for Solitude deliveries, and 3) Deliveries will be made every Tue, Wed & Thu for the remainder of the winter season.

In addition, Solitude will now have more members of our team receiving the daily propane level emails so we have a larger group of people watching our tank levels. And we now have the direct cell phone numbers of several individuals at Ferrell above and beyond our new Service Contact. We are also awaiting competitive pricing information from UT LP Gas and will look at that when it arrives.

We are moving in the right direction.

Thank you,

a.

Resort Propane Management

Dear Owners,

We appreciate everyone’s patience as Solitude worked through an issue this morning with our propane supplier, Ferrellgas. We rely on them to remotely monitor our tank levels and dispatch trucks as appropriate. For reasons that we are still in process of investigating, Ferrell allowed the tank to fall to a level which, in these cold temperatures, resulted in an under-pressure condition. Working with them we were able to get a tanker dispatched to our location within an hour of encountering the problem. Additional trucks are scheduled over the next 48-72 hours to ensure the propane take is returned to, and maintained at, the proper level. Our maintenance manager receives a daily email on tank levels. He began calling Ferrell a few days ago when the readings began approaching 25%. He left daily messages that went unanswered requesting a refill. Unbeknownst to us, our service point of contact left the business; we were not notified of this nor provided a new contact.

Here is what we are doing right now to stay on top of this issue: Effective immediately, we will begin checking the gauges daily as we are concerned about their accuracy. Today’s tanks went empty even though the meter read 7%. We will be verifying truck deliveries over the next few days. If the Ferrell truck’s fail to arrive, we have a secondary supplier ready to act. We are in process of reaching out to Ferrell’s senior management team to better understand what they are prepared to do to make this right and win back our confidence. In the meantime, we are in process of talking with a new vendor, UT LP Gas to obtain quotes on taking over this contract.

Today we fell short and we are embarrased. We sincerely apologize to all of you for any inconveniences incurred. We will get this sorted and keep you informed via this platform. In the meantime, please feel free to reach out to me direct at any time at a.broadaway@solitudemountainresort.com or 801.536.5776

With apologies,

a.

Amber L. Broadaway, President Solitude Mountain Resort

Verizon service during resort peak times

Dear Village Homeowners,

Here is an email from our IT Manager Jack Harris, regarding concerns about phone service during resort peak times and his recommendations,

“We understand and share your safety concerns about phones working during the busy days and weekends we now see. In the past Verizon was a reliable carrier which is why the resort has used them for our business plan. That said our staff has been noticing the issues you've described with Verizon for the past couple of years and have been working with our account rep to remediate those problems. What it comes down to is that on the busy days between Solitude and Brighton there just isn't enough capacity to handle the load, and currently our rep hasn't been able to find out if there are any plans to upgrade the equipment to handle the load. It's interesting that they claim not to be aware of any issues since we've put in several trouble tickets in the last couple of years. What I think will have the most effect on Verizon is if they receive a large amount of complaints about service and not just one complaint from one entity with a relatively small account. I can however offer you some advice on some things that could possible help.

1. Talk with a Verizon rep about putting boosters inside your buildings of course this won't help you outside

2. Coordinate residents with Verizon to call and complain, the more complaints they get the more it will push them to make changes

As a matter of information for you the resort completed a side-by-side test of Verizon and AT&T phones during MLK which was a busy day in the canyon. We found that voice and data performance of AT&T was far better than Verizon. Basically, out of almost 20 test call locations Verizon worked at 2 locations and AT&T worked at all but one location.

Jack Harris
Senior IT Operations Manager
Solitude Mountain Resort
j.harris@solitudemountain.com”