Complaints

This profile includes complaints for Vail Resorts Management Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Vail Resorts Management Company

  390 Interlocken Cres Ste 1000 Broomfield, CO 80021-8056

• 

  Vail Resorts Management Company

  PO Box 8329 Breckenridge, CO 80424-8329

• 

  Vail Resorts Management Company

  Po Box 5808 Dillon, CO 80435-7997

• 

  Vail Mountain

  137 Benchmark Rd Avon, CO 81620

• 

  Keystone Resort

  22869 US Highway 6 Keystone, CO 80435

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My friend and I both bought the ski/EPIC passes together last year. However, he suffered a serious knee injury right before the season and was forced to sit out the season. He filed a claim and got his money back. Mine was denied since he wasnt a family member. However he was my ex roommate and since he suffered the injury so late I couldnt just go out and find a ski ****** Not only my claim was denied, I wasnt even able to get the credit roll over to next season. Ive attached my credit card transaction statement as well as the claim/refund number. Thanks

  Business Response

  Date: 06/06/2025

  Hello *** **,
  

  We have received your complaint regarding the Epic Coverage refund request that you submitted for your 24/25 Epic pass. You purchased your pass intending to ride with friends however, the friend you planned to ski with the most injured his knee prior to the season which prevented him from using his pass. He submitted a refund request which was approved. However, your request was denied citing that refunds due to injury are only applicable for people from the same family and who reside in the same house. You are still seeking a refund or a credit that can be used toward a pass for the current 25/26 season.
  

  We appreciate you taking the time to reach out and provide the details of your situation. Vail Resorts is aware of your complaint and they are truly sorry for your continued frustrations. They greatly respect your position and your feedback as a valued guest.
  

  Although Vail Resorts absolutely understands that your winter plans were impacted due to your friends injury, and that you were unable to find other friends to join you due to the short notice, they did confirm that their passes are non-refundable and non-transferable. Per the pass purchase policy, Epic Pass products are non-refundable unless a refund is approved through Epic Coverage. As you are aware, there are certain eligibility requirements which must be met in order to qualify for a refund. You are welcome to review these details by visiting Epic Pass website: Policies | Epic Season Pass.
  

  Per these terms and conditions, which were agreed to at the time you purchased your pass, guests submitting a refund request due to a family member injury must provide proof that they reside in the same permanent residence together and confirm family member status. ***** partner company,Sedgwick, reviews all Epic Coverage cases and they are required to uphold this policy as well. Guests are welcome to appeal any of Sedgwicks decisions as long as they have supporting documentation or updated details which support that the request was made within the correct time frame and met the additional requirements. If you do wish to appeal their decision, please contact ******** directly.
  

  We regret that we are unable to assist with your request for a refund or credit. However, per Vail Resorts terms and conditions which are presented to guests and available on **************************, guests must submit their Epic Coverage refund request and provide documentation that supports their reason for submission. **** assures that they will pass your feedback and your comments along to their leadership team as they continue to review and improve upon their policies and procedures. They wish you the best as you move forward and hope for a more positive outcome if you do choose to appeal your denied request.
  

  Sincerely,
  ******

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23361151
  
  I am rejecting this response because:

  
  Not everything is black and white. If your first priority of making profit first, so be it. You just lost a valuable customer of more than a decade 
  
  Sincerely,
  
  ***** **

• Initial Complaint

  Date:05/12/2025

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting a formal complaint against Vail Resorts regarding the denial of a refund for my unused ******** Epic Pass, due to what I believe is negligence and system error on their part.I purchased the pass, but the transaction never appeared in my Epic Pass online order history, even though prior years transactions are clearly visible. This omission led me to believe that the purchase had not gone through. Only later, after noticing inconsistencies on their website, did I discover that my card had in fact been charged.I eventually submitted a refund request due to a job-related relocation on November 3, 2024a qualifying event under Epic Coverage. However, my request was auto-denied solely because it was submitted outside the 30-day window, which I missed only because Vails system never confirmed or displayed my purchase. Had I been notified or had the order appeared in my account like all prior years, I would have filed immediately.I did receive email notifications, but they were sent to an outdated email address that I no longer had access to. I had updated my account to a new email, but Vail Resorts failed to send correspondence to that new address, further delaying my awareness of the purchase.Following the denial, I escalated the issue. It took over a month for ******** to assign someone to my case, and I received no real communication or explanation. After two months, I was again informedwithout any additional contextthat my claim remained denied. I was never able to use even one day of this pass, and no alternative resolution has been offered.This is not a dispute over whether I qualifyI clearly do. This is about the companys failure to properly document the transaction and to communicate using the updated contact information I provided. I am requesting a full refund of $933, and I am asking Vail Resorts to acknowledge and take responsibility for this oversight.

  Business Response

  Date: 05/28/2025

  Hello, *** ********,
  

  We have received your complaint regarding your 24/25 Epic Pass that you were unaware was renewed. You indicate that the purchase did not show up in your online order history and you never received email communication regarding this purchase because Vail Resorts had an outdated email address on file. As you were unaware that you had an active pass product for the 24/25 season, you were unable to use it. Additionally, your job recently transferred you to a new location where you are unable to use a pass. You submitted a refund request through Epic Coverage due to job relocation and the claim was denied. At this time, you are still seeking a refund for your pass.
  

  We appreciate you taking the time to reach out and provide the details of your situation. Vail Resorts is aware of your complaint and they are truly sorry for your continued frustrations. They greatly respect your position and your feedback as a valued guest.
  

  Upon review of their records, Vail Resorts was able to clarify that your 24/25 Epic Pass was renewed through their Auto Renew program which had been activated during the 22/23 season. They also advised that email reminders are sent to all guests who are enrolled in their Auto Renew program. These emails include a list of account members enrolled in Auto Renew, the type of pass that will be renewed, and information on cancelling prior to the opt-out deadline. Additionally,active passes are visible on the homepage of guests online Epic account. They apologize for any confusion regarding the renewal of your 24/25 pass however,they did confirm that the renewal of your pass was processed correctly per the terms and conditions of their Auto Renew policy.
  

  **** understands that due to confusion regarding your pass led to a later submission of your Epic Coverage refund request. absolutely However,they indicated that their passes are non-refundable and non-transferable. You are welcome to review these details by visiting Epic Pass website: Policies | Epic Season Pass.
  

  Per the terms and conditions of Epic Coverage, which were agreed to at the time you purchased your pass in 2022 and enrolled in Auto Renew, all requests must be submitted within 30 days of the qualifying event.Epics partner company, Sedgwick, reviews all Epic Coverage cases and they are required to uphold this policy as well. Guests are welcome to appeal any of Sedgwicks decisions as long as they have supporting documentation or updated details which support that the request was made within the correct time frame.If you do wish to appeal their decision, please contact ******** directly.
  

  We regret that we are unable to assist with your request for a refund. However, per Vail Resorts terms and conditions which are presented to guests and available on **************************, guests must submit their Epic Coverage refund request within a timely manner. **** assures that they will pass your feedback and your comments along to their leadership team as they continue to review and improve upon their policies, procedures, and web design. They wish you and your family the best as you move forward and hope for a more positive outcome if you do choose to appeal your denied request.
  

  Sincerely,
  ******

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23320400
  
  Hello,
  
  
  Thank you for your response, but I must reiterate that my complaint has not been adequately addressed.
  
  
  While Vail Resorts references their Auto Renew program and associated emails, this does not excuse the core issue: my ******** Epic Pass transaction was never visible in my Epic Pass online account order history, unlike prior seasons. This omission is not a minor oversightit is a critical system failure that directly prevented me from realizing I had been charged.
  
  
  Had the purchase been reflected in my account like all previous transactions, I would have seen it and acted accordinglyincluding submitting my Epic Coverage claim within the required 30-day window. Instead, the lack of any visible record led me to reasonably believe the purchase had not gone through.
  
  
  On top of this, all renewal-related communication was sent to an outdated email address. Despite having updated my Epic account with my current contact information, Vail Resorts failed to use itanother preventable failure that delayed my awareness of the charge.
  
  
  Because of Vail Resorts negligence and system error, I was not given a fair opportunity to submit my refund request within the required timeframe. This delay was not my faultit was the result of your companys failure to maintain accurate records and communicate properly with your customer.
  
  
  To be absolutely clear:
  
  I never used the pass.
  
  The charge was not visible in my account.
  
  Emails were sent to an outdated address I had already updated.
  
  My relocation was a valid qualifying event under Epic Coverage.
  
  I submitted my refund request as soon as I discovered the situation.
  
  
  
  This is not a dispute over whether I qualified. I clearly did. This is about your companys failure to notify me properly and maintain accurate account information, which directly caused me to miss the refund deadline.
  
  
  I am again respectfully requesting a full refund of $933 for an unused pass. I ask that Vail Resorts take responsibility for the errors that led to this situation and resolve this fairly.
  
  
  Sincerely,
  ******* ********
  
   

• Initial Complaint

  Date:05/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a severe ankle injury last year and was unable to attend any type of activities. I wasn't expecting this injury to be so severe, so I didn't file a refund request when I had this injury. But this injury has been keeping me away from any type of sports until this year. However, when I tried to file a refund with them, I got rejected even though I provided a complete health report supporting my health situation and signed by the doctor. This is really not tolerable, as I missed the complete season and have not used the pass even once, and the Epic Pass is providing a refund over illness or injury. I need a full refund for this.

  Business Response

  Date: 05/23/2025

  Hello, *** ****,
  

  We have received your complaint regarding your refund request for the 24/25 Epic pass that you were unable to use due to a chronic ankle injury. You hoped that your recovery would be quicker and that you would be able to use your pass. You waited to submit your request until later in the season. Regrettably, because you waited to submit your request, it was denied due to untimely submission.
  

  We appreciate you taking the time to reach out and provide the details of your situation. Vail Resorts is aware of your complaint and they are truly sorry for your continued frustrations. They greatly respect your position and your feedback as a valued guest.
  

  Although Vail Resorts absolutely understand that you hoped to find another time to use your pass which is why you waited to submit a refund request, they did confirm that their passes are non-refundable and non-transferable. Per the pass purchase policy, Epic Pass products are non-refundable unless a refund is approved through Epic Coverage. As you are aware, there are certain eligibility requirements which must be met in order to qualify for a refund. You are welcome to review these details by visiting Epic Pass website: Policies | Epic Season Pass.
  

  Per these terms and conditions, which were agreed to at the time you purchased your familys passes, all requests must be submitted within 30 days of the qualifying event. ***** partner company, Sedgwick, reviews all Epic Coverage cases and they are required to uphold this policy as well. Guests are welcome to appeal any of Sedgwicks decisions as long as they have supporting documentation or updated details which support that the request was made within the correct time frame. If you do wish to appeal their decision,please contact ******** directly.
  

  We regret that we are unable to assist with your request for a refund or credit. However, per Vail Resorts terms and conditions which are presented to guests and available on **************************, guests must submit their Epic Coverage refund request within a timely manner. **** assures that they will pass your feedback and your comments along to their leadership team as they continue to review and improve upon their policies and procedures. They wish you the best as you move forward and hope for a more positive outcome if you do choose to appeal your denied request.
  

  Sincerely,
  ******

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23307248
  
  I am rejecting this response because:

  As I have explained, the consequences of the injury was unpredictable and there is no possibility to submit the refund at that time. This rule of injury protection is non-sense and it's not really providing any ease to customer. This behavior is significantly affecting the trust to your business and correct actions should be taken immediately.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:05/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Epic Passes for my family for the ********* season. My daughter fractured her collar bone so we were not able to make our trip. In February. Because the passes were good for the season I tried to my best ability to reschedule the trip but could not. I asked for a credit toward purchasing the passes for next year so we could reschedule our trip but I received a ridiculous response that had to submit my claim within 30 days. What doesnt make sense is that the passes were good for the season and I tried to use the passes but couldnt. The passes were over $1,000 and there were no services rendered by Vail Resorts and they are hiding behind a ridiculous refund policy. No cancellation penaltyjust keeping my money and providing zero service. It is rediculous. Wondering if anyone else out there had the same problem. Would love to retain counsel for a class action.

  Business Response

  Date: 05/23/2025

  Hello, *** ********,
  

  We have received your complaint regarding your refund request for the 24/25 Epic passes that you purchased for your family.Regrettably your daughter sustained an injury which prevented your family from making their first planned trip of the season. You hoped that she would heal allowing you to make other plans but that did not happen. Upon submitting your refund request with Epic Coverage you were told that the request was not submitted within the required time frame and therefore it was denied.
  

  We appreciate you taking the time to reach out and provide the details of your situation. Vail Resorts is aware of your complaint and they are truly sorry for your continued frustrations. They greatly respect your position and your feedback as a valued guest.
  

  Although Vail Resorts absolutely understand that you intended to find another time to use your passes which is why you waited to submit a refund request, they did confirm that their passes are non-refundable and non-transferable. Per the pass purchase policy, Epic Pass products are non-refundable unless a refund is approved through Epic Coverage. As you are aware, there are certain eligibility requirements which must be met in order to qualify for a refund. You are welcome to review these details by visiting Epic Pass website: Policies | Epic Season Pass.
  

  Per these terms and conditions, which were agreed to at the time you purchased your familys passes, all requests must be submitted within 30 days of the qualifying event. ***** partner company, Sedgwick, reviews all Epic Coverage cases and they are required to uphold this policy as well. Guests are welcome to appeal any of Sedgwicks decisions as long as they have supporting documentation or updated details which support that the request was made within the correct time frame. If you do wish to appeal their decision,please contact ******** directly.
  

  We regret that we are unable to assist with your request for a refund or credit. However, per Vail Resorts terms and conditions which are presented to guests and available on **************************, guests must submit their Epic Coverage refund request within a timely manner. **** assures that they will pass your feedback and your comments along to their leadership team as they continue to review and improve upon their policies and procedures. They wish you and your family the best as you move forward and hope for a more positive outcome if you do choose to appeal your denied request.
  

  Sincerely,
  ******

• Initial Complaint

  Date:04/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 12, 2024, I made a down payment of $59 for my 2024/25 Tahoe Local Epic Pass. On September 12, 2024, I paid the remaining $572, bringing the total to $631.Under Section *** of the Epic Coverage Refund Policy, Vail Resorts commits to a Personal Event Refund if a passholder suffers an accidental bodily injury, physical illness, or disease that (i) is diagnosed after purchase, or (ii) presents significant new or worsening symptoms diagnosed after purchase. The condition must prevent use of the pass for 30 or more consecutive days, including at least 7 days during the Core Season, and physician verification is required. On March 4, 2025, I visited a physician for worsening pain in my foot and was diagnosed with worsening symptoms related to an accessory navicular bone, originally diagnosed on June 16, 2024. My physician instructed me not to snowboard until June 2025. This diagnosis and restriction clearly meet the criteria outlined in Section ****ii.On March 5, 2025, I submitted my refund request along with the physicians documentation, well within the 30-day window after the qualifying event. I provided additional documentation on March 21, 2025. However, on March 28, 2025, my request was denied, citing that I did not submit it within 30 days of the event, which is factually incorrect: I submitted it the next day.I appealed on March 31, 2025, providing clarification about the diagnosis of accessory navicular syndrome and reiterating my medical restrictions.Per the businesss communication, I should have received a response within 5 business days; the automated message later stated ***** business days. As of today, I have received no response to my appeal.I used only two days of my pass during the season. Per Epic Coverage policy, this qualifies me for at least a 71% refund of the purchase price.

  Business Response

  Date: 05/07/2025

  Hello, *** *****,
  

  We have received your complaint regarding your Epic Coverage refund request which was recently denied. You submitted your request due to foot pain which was a result of an injury to the bones in your foot. This worsening and chronic pain prevented you from using the Tahoe Local Pass that you purchased for the 24/25 season. The request was denied due to untimely submission and although you have requested to appeal the initial denial, your request was denied once again.
  

  We appreciate you taking the time to reach out and provide the details of your situation and your concerns. Vail Resorts is aware of your complaint and they are truly sorry for your continued frustrations throughout this time. They greatly respect your position and your feedback as a valued guest.
  

  Vail absolutely understands your concerns and they are truly sorry for any inconvenience this has caused you. Fortunately, they did advise that they were able to contact their partners at ********, and they requested that your case be reviewed once again. They ask that you keep this channel of communication open while they wait for additional information to come from ********. Once they receive further details, they will follow up with you.
  

  We regret that we are unable to assist with you request for a refund at this moment. However, we are confident that Vail Resorts will follow up with ******** until they can determine more information and an update on your case. They thank you for your patience and wish you the best as you continue to recover.
  

  Sincerely,
  ******

• Initial Complaint

  Date:04/10/2025

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Thank you for reviewing this case. All receipts/screenshots are in attachment 1. I contacted Vail Resorts on 4/10 to discuss options for my ski pass based on a series of unfortunate events. I purchased 3-single day passes in Nov 2024. I ended up with a back/neck strain that caused knots/pinched nerve right after I purchased my pass. I went to the chiropractor several times for adjustments, dry needling, e-stim. Late January, I did my own therapy at home with a TENS unit, cervical pillow, restorative yoga, as well as exercises recommended by my chiros. On March 10, I finally felt OK and snowboarded at ********. Blissful day on the mountain! This great accomplishment was quickly hindered by a car accident on March 14. This retriggered my neck/back pain and I did not get my vehicle back until April 9th. I feel better, but to my disappointment Keystone closed on April 6th. When I contacted ****, I asked if I could "pay the difference" and use my last 2 days at ************ since they are open until May 11. The first ****** I spoke to said 1. They don't upgrade passes after January (mine only works at ******** and ************* in *** 2. I cannot push them to the 2025/2026 season 3. Try to submit a claim with ** note. The 2nd ****** was for claims/refunds but since I didn't go back to the chiro after the car accident, bc I used all the tools/exercises from earlier this year, it won't go through. The 3rd ****** I talked to was corporate customer service. She forwarded me the 2nd attachment and said I could use my pass at *****. Nothing on that email says I can use it at Breck and I can see in my app which resorts are allowed. Ultimately, there are 3 options for resolution that I would be happy with: 1.**** sends me something confirming/validating I can use the pass at ****** 2. Refund OR 3. Push my days to 2025/2026 season. Life happens. I have plenty of receipts that should suffice instead of putting my chiro in an awkward spot. I wish this hadn't happened, but it did.

  Business Response

  Date: 04/14/2025

  Hello Ms. ************** hope this message finds you well. We have received your complaint regarding your Epic 3-*********** Restricted Pass for the 2024/2025 Season. We are deeply sorry to hear about your accident, and I am glad to hear that you have finally recovered and are looking to ski again!
  
  We appreciate you taking the time to reach out and provide the details of your complaint. Vail Resorts is aware of your concerns and sincerely apologizes for any inconvenience or frustration this situation may have caused.
   
  While Vail Resorts understands the impact of unforeseen circumstances on your trip, they have confirmed that they cannot provide upgrades for resort access after passes go off sale for the season. We cannot offer refunds for unused passes. According to Vail Resorts' terms and conditions signed at the time of purchase state that Season Pass' are NON-REFUNDABLE unless it qualifies for a full or partial refund under these Terms because of a Priority Day Cancellation Event, an Extended Resort Closure Event, or a Qualifying Personal Event. You can locate the terms and conditions here: Policies | Epic Season Pass
  
  According to Vail Resorts, the Epic 3 *********** Restricted Pass you have for the 2024/25 Season has access to 32 Resorts, which does not include Breckenridge, and Vail Resorts is unable to adjust that. 

  
  You have the option of submitting an Epic Coverage Claim. Vail Resorts' Season passes are non-refundable and non-transferable outside of a Qualifying Event under Epic Coverage. You can review what is covered and how refunds are determined by visiting this link:
  
  **************************************************************
  
  Please note that if your reason for a refund is not outlined under the Epic Coverage terms and conditions as a qualifying event, you may not be eligible for refund. 
   
  We regret to inform you that we are unable to accommodate your request for a refund. According to ****** established policies for passes, which were agreed upon at the time of purchase, a refund cannot be issued, nor can upgrades be made past when Season Passes go off sale. Vail sincerely apologizes for any inconvenience this may cause and regrets that they cannot provide a refund based on their policies.
  
  Thank you again for taking the time to contact us regarding your complaint. 
  
  Sincerely, 
  
  *****

  
  

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23189752
  
  I am rejecting this response because Vail Resorts preys on scamming people due to events outside of our control. The if you dont use it, you lose itmentality is not fair for many situations involving health, injuries, and ************* pocket money over peoples misfortune instead of working with them to ensure they have a SAFE, HEALTHY, recovery.

  Would I have rather spent the last few months snowboarding than fighting through pinched nerve pain/numbness and re-triggering it in an accident? Yes! I finally felt comfortable getting on my snowboard March 10. 4 days later, the accident happened; I couldnt predict that happening! I couldnt go the *****th because of work. You closed Keystone during one of the BEST ski months of the season in ******** leaving me no way to use my last days. I purposely picked Keystone pass because it is my favorite of the Epic mountains as a snowboarder.

  I encourage you to look at the document I provided with dates and treatments. I did not go back to my chiropractor after the accident because I was able to treat my neck with my tens unit, *********, rest and eventually continue my back/neck exercises from the initial injury. I would not have put in this effort if I didnt think this was unfair or worthy of consideration. I did not submit a claim back when this happened because I was determined to recover. Can we please push the 2 days to next season? That is my preferred resolution and a huge deciding factor on where I take my money next season. 
  
  Sincerely,
  
  ******** ****

  Customer Answer

  Date: 04/23/2025

  Thank you for the update. Vail Resorts has not reached out to me directly. I would appreciate if they review the what I provided. I could not submit a claim because that is what their claims representative told me. So if they would consider refunding my 2 days or push them to next winter, I would be grateful.

• Initial Complaint

  Date:03/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased three 4-Day Epic Pass Ski passes directly from Epic Pass for the 2024 - 2025 ski season on 7/31/24 with the intension of skiing at ********, ** in January 2025. The passes were for me, my younger ************** friend. These passes included refund of the purchase price if injury to a family member prevented the holder from utilizing the pass. My older daughter had a life-threatening accident on 9/17/24 and she was hospitalized for almost 2 months. She also had follow-up care that lasted well into January 2025. I applied for a refund for the passes on 9/29/24 and a company named ******** responded for Epic Pass requesting information about my daughter's condition and ongoing care. I provided the information requested & ******* came back several times requesting add'l info for the same info I already provided. The Epic Pass Refund Policy states the following:k. Illness or Injury to a Family Member. You are unable to use your Pass during the Core Season because a Family Member who lives in the same Permanent Residence as you suffers from (i) a physical illness or physical disease that is diagnosed by a Physician after you purchase your Pass; or (ii) a physical illness or physical disease that presents significant new or worsening symptoms that are diagnosed by a Physician after you purchase your Pass; or (iii) an accidental bodily injury after you purchase your Pass. To qualify, the illness, disease, or injury must require your continued care for that Family Member for thirty (30) or more consecutive days, at least seven (7) days of which are during the Core Season. This provision applies only if you provide verification of the need to provide consecutive care from a Physician.I've met or exceeded the 30- and 7-day requirements as stated in the Refund Policy but ********/**** Resorts Epic Pass still refuses to issue a refund. Each Epic Pass cost $319 and I would like to be refunded for myself and my younger daughter ($638 total).

  Business Response

  Date: 04/02/2025

  Hello Mr. ***************** hope this message finds you well. We have received your complaint regarding your Vail Resorts' Epic Coverage Refund Request for yourself and your daughter. 
  
  We are deeply sorry to hear about your daughter's accident and wish her a swift recovery. We appreciate you taking the time to reach out and provide the details of your complaint. Vail Resorts is aware of your concerns and sincerely apologizes for any inconvenience or frustration this situation may have caused.
  
  While Vail Resorts understands the impact of unforeseen circumstances on your trip, they have confirmed that all Season Passes are non-refundable except as set forth in the terms and conditions agreed upon at the time of purchase.
  
  According to Vail Resorts' Epic Coverage Terms and Conditions, a Season Pass is non-refundable unless it qualifies for a full or partial refund under these Terms because of a Qualifying Event. You can view the terms and conditions here: Policies | Epic Season Pass
  
  You may appeal a Sedgwick denial through the appeal process. You can appeal this decision with ******** by emailing *************************************.  You also have the option of corresponding with ******** about appealing the decision via ********:
  
   Attention Appeals Coordinator PO Box 94645 *********************-4729. 
  
  You should receive a response in approximately 10 business days once the additional information has been reviewed. 
  
  We regret to inform you that we are unable to accommodate your request for a refund. According to ****** established terms and conditions, which were agreed upon at the time of purchase, all Season Passes are non-refundable. Vail sincerely apologizes for any inconvenience this may cause and regrets that they cannot provide a refund based on their policies.
  
  Thank you again for taking the time to contact us regarding your complaint. 
  
  Sincerely, 
  
  *****
  

  Customer Answer

  Date: 04/06/2025

   
  Complaint: 23141647
  
  I am rejecting this response because: The response provided is the standard response provided to every complaint for Vail. It's very apparent that no one took any time or effort to actually review the merits of my complaint. The fact that I have gone through an extra-ordinary experience with my injured daughter followed by a never-ending paperwork loop to just get a refund when I know I've more than met the requirements for a refund is appalling. I've been going to Vail Ski Resorts on and off for more than 20 years and I will not be going back due to this experience. I am also going to warn others who ask me that they should not take their business to Vail Resorts either due to their deceptive advertising regarding being covered for a refund if a medical emergency should occur.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:03/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against Vail Resorts regarding the unfair denial of my Epic Season Pass refund request. I purchased an Epic Season Pass but was unable to use it due to a serious medical condition.Details of My Case:Pass Purchased: Epic Season Pass Refund Request Number: M25A372284 Reason for Refund Request: Medical condition (Uveitis severe eye inflammation preventing normal vision)Denial Reason: You must submit your request for a Personal Event Refund within thirty (30) days of when the Qualifying Personal Event arises.Why This Denial is Unreasonable:**** medical condition does not have a clear onset date Unlike a broken bone or acute injury, uveitis is a slow-developing and unpredictable medical condition that severely affects vision. My vision impairment has persisted for months, and even now, I am still unable to see clearly. It is impossible to determine exactly when my condition would have allowed me to ski again, which is why I waited before filing for a refund.2.I had a genuine hope of skiing this season I did not file for a refund immediately because I was hoping my vision would recover enough to use the pass. It was not until early February that I had to accept the reality that I would not be able to ski at all this season. At that point, I submitted my refund request.3.Strict enforcement of the 30-day rule is unfair for ongoing medical conditions The 30-day refund policy does not reasonably account for long-term medical conditions, which do not have a clear resolution ******* doctors documentation confirms that as of March, I was still unable to see clearly, meaning I was still experiencing the Qualifying Personal Event when I submitted my refund request.Denying refunds to customers with serious health conditions who genuinely cannot use the pass is an unethical and discriminatory policy.

  Business Response

  Date: 03/28/2025

  Hello, *** *****,
  

  We have received your complaint regarding your Epic Coverage refund request. You purchased an Epic Pass for the 24/25 season which you have not used due to ongoing medical issues. Additionally, you submitted a refund request through Epic Coverage, as directed by **** Resorts, but that request has been denied due to untimely submission. You are still seeking a refund as your medical issues have not been resolved and you will not be able to use your pass for the remainder of the season.
  

  We appreciate you taking the time to reach out and provide the details of your situation and your concerns. Vail Resorts is aware of your complaint and they are truly sorry for your continued frustrations throughout this time. They greatly respect your position and your feedback as a valued guest.
  

  Vail absolutely understands your concerns and they are truly sorry for any inconvenience this has caused you. They reached out to their partner ******** regarding your Epic Coverage case and were advised to as that you submit a formal appeal of your denied request. Once you submit an appeal,******** can reopen your case and review additional details regarding the ongoing medical issues you continue to face. They did ask that you provide additional medical documentation confirming the ongoing diagnosis and inability to use your pass at the time that you appeal your case as well.  If you have any additional questions about your case, please contact ******** and your case manager directly.
  

  We are sorry that we are unable to assist with your request for a refund of your Epic Pass. Vail Resorts truly does respect your position and assure that your feedback will be passed along to their leadership team.They urge you to appeal Sedgwicks denial of your request and hope that it results in a positive outcome. They wish you the best as you move forward and continue to recover and heal.
  

  Sincerely,
  ******

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** is the property manager for our quarter share ownership at ******* **** at **************************** in ******, *******. Quarter share means that we own the unit 1 week/month, every month. The owner use calendar 'rolls forward' every year so that every 4 years our week falls over Presidents week. In the past our unit has rented for about $1200/night, gross revenue, for that week, it is a 55/45% split. We rented our unit this year for 5 of the 7 nights and expected about $3000 in net revenue after the split, which would be consistent with past years for that week. (We have owned there for about 15 years, so have been through a few 4 year cycles.) However, this year we received only $1292 for all 5 nights total net revenue, which is SIGNIFICANTLY below market rates. In addition, of the 5 nights rented, they only paid us for 4, leaving off the last night. When I reached out to the property manager (a woman named ******** ****), after being completely unresponsive for a week, I finally got someone to have her call me. She said that she agreed the rates seemed very low but there was nothing she could do. She also agreed that I was not paid for the 5th night, but again, nothing she could do. She recommended that I email ****** accounting department, which I did. They responded that they were sorry for the inconvenience but that there was nothing they could do and that I would have to contact ******** ****. So I am going in a circle, no one will help me and I have been cheated out of a lot of money. I posted my problem on the ******** group for ******* **** at ***** and it turns out there are quite a few people having the same problem. Someone else we know there with the same unit as ours, got over $5000 gross for one night alone, so obviously that isn't right either. There is apparently a glitch in the system, which nobody will look into. I would like to paid the fair amount and am afraid if I cash the check, I will be accepting this amount, which is way too low.

  Business Response

  Date: 03/28/2025

  Hello, *** ******,
  

  We have received your complaint regarding your rental property at *********************** at ****************************. You indicate that you are a partial owner of a timeshare rental property which you tend to rent out to guests for a few. You rented your property out for five nights over the week of Presidents Day and you are concerned by the total revenue amount. Based on historical profits, the amount appears to be quite low and you are seeking assistance in recouping the missing amount. You have already been provided multiple contacts and cannot get in touch with anyone able to assist you.
  

  We appreciate you taking the time to reach out and provide the details of your situation and your concerns. Vail Resorts is aware of your complaint and they are truly sorry for your continued frustrations. They greatly respect your position and your feedback as a valued guest.
  

  Although Vail absolutely understands your concerns, and they are sorry that you have not yet been able to speak with someone who can assist you. Regrettably, Vail Resorts did advise that all lodging concerns or inquiries must be handled by the specific resort directly. They were able to provide a contact email for Okemos Property Management team. You can reach out to Okemos team by emailing ************************************************* email is monitored and addressed by Okemos Property Management team directly and they will be able to provide more information and look into your concerns further.
  

  We regret that we are unable to assist with your request any further. However, we are confident that Okemo Resort will be in touch and that they will work to resolve your concerns. Vail Resorts assures that your feedback has been passed along to their leadership team as well as leadership teams at Okemo Resort. They truly wish you and your family the best as you move forward and hope that your concerns are resolved with a positive outcome.
  

  Sincerely,
  ******

  Customer Answer

  Date: 04/07/2025

  Hello,

   

  I apologize that I missed the window to respond to your previous note.  I was waiting for the month end statement, hoping this would be resolved, however it was not.  Here is the current status:

   

  Shortly after I filed the complaint, I was contacted by ********** saying they could not help me and that I would have to speak with the property manager at my particular resort.  That person is ******** ****, who I had previously tried multiple times to contact both by phone and by email, but with no response.  She must have been contacted by **** or you, but she finally called me right after my complaint was filed.  

   

  Unfortunately, the explanation she gave me was ridiculous and made no sense.  First, she acknowledged that the night of Feb 20 was in fact rented,  but would not give me the rental income from that night.  She argued that because the guest checked out on Fri, Feb 21, the rent was not ours because Friday belonged to the following week's owner (it's a quarter share).  When I tried to explain that the rental was for THURSDAY night, therefore the rent belonged to me, she simply did not get the concept (she's new, young, and not super sharp).  And yet, the documentation shows a rental for that night under our account.

   

  Second, with respect to the super low rent they claimed to have collected over Presidents Weekend on our behalf (3 days), she claimed that it was so low because the renters had enjoyed a 50% discount resulting from a 96 hour sale.  The problem is, the yearly sale was held in February and the guests booked their rental the previous August, so it would not have been possible for them to receive a discount like that, particularly over not only a peak winter ski weekend, but probably their most expensive weekend rental of the year.  As I have previously stated, typical rental for our unit for those dates are about $1200 a night, yet she claims the guests only paid $436 a night.  That is simply impossible but after talking in circles for quite a while, I could see she was either incompetent and would never understand the numbers or she was being intentionally non-transparent.  

   

  In the end, she agreed to authorize an additional $500 to us and said she would contact ****** accounting department and make that happen.  That still leaves me about $1000 short of my expectation but I agreed to settle on that.  However, I have NOT received the $500 and it has been a few weeks.  I waited to follow up because I thought it might be reflected on my owners' monthly statement either as an impending refund or credit.  The statements became available yesterday and it is NOT on there either.  I did try and call ******** to follow up at that point, but of course she does not return calls.  

   

  I am not sure how to proceed.  I haven't even cashed the original check that was too low because I am afraid if I cash it, it will signify that I have accepted that as full payment, which I do not.  

   

  Please let me know how to proceed.

   

  Thank you!

   

  ***** Hughes 

  Business Response

  Date: 04/10/2025

  Hello, Ms. ******************** you for reaching out once again. We have received your follow-up and understand that you have been unable to resolve the situation. You indicated that you were finally able to contact ******** **** and speak with her regarding the situation. You mentioned that you were authorized an additional amount you have not yet received. 
  
  We appreciate you reaching out again and providing further details of your situation and concerns. Vail Resorts is aware of your complaint and is truly sorry for your continued frustrations. They greatly respect your position and your feedback as a valued guest.
  
  Regrettably, Vail Resorts did advise that all lodging concerns or inquiries must be handled by the specific resort directly. They provided an additional contact for Okemos homeowner's services. You can reach out to Okemo's homeowner's services at ************. This phone number is monitored by Okemos team directly, and they will be able to provide more information and look into your concerns further. They also advised that you reach back out to Okemos team by emailing ************************************************************************.
  
  We regret that we are unable to assist with your request any further. However, we are confident that Okemo Resort will be in touch and that they will work to resolve your concerns. Vail Resorts assures you that your feedback has been passed along to their leadership team and the leadership teams at Okemo Resort. They truly wish you and your family the best as you move forward and hope that your concerns are resolved with a positive outcome.
  
  Sincerely,
  
  *****
  

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23086200
  
  I am rejecting this response because: The contact information that **** provided IS the person I have been dealing with.  I spoke with her once again, she said she would try to escalate the request for the $500 to be paid to me.  As yet, I have not received it so at this point I cannot say that I am satisfied.  Hopefully, this will still be resolved. 

  As an aside, ******** (the property manager at the local level) let it slip that she is also dealing with several other unit owners who are complaining about the same issue.  I think there is a real problem at the 'Vail' level since the local Okemo property manager is not the one who sets the policies and rental amounts.  That is all Vail and they are trying to walk away from this.  I do not trust them.

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

• Initial Complaint

  Date:03/14/2025

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I have been purchasing the EPIC ski pass from the Vail Resorts every year for a decade or more. Part of the appeal of the pass is that it allows skiing at many primo resorts and has a refund policy that can compensate one if the pass cannot be used. The Sedgwick business is in charge of the refund requests. Hence our problem, refund request #M25A377478 and #M25A377458.Our passes cost $732 each. In February *********************************************************************************************** April 2024. She bruised her femur and tibia and tore her calf muscle while skiing. The recovery was slow and the therapy not working. So, in September 2024, she had knee surgery to repair slight tears and drain inflammation from her calf. All this time, she has been on crutches. So, more therapy which we thought would still enable us to ski this season at the Vail resorts. But, recovery is slow for a 69 year old being off her right leg for eight months. Getting off crutches in January we had hoped to be able to ski in March but no. Our physician advised she stay off skis for the season and provided a letter stating such in a letter dated February 12, 2025. On February 12th we submitted the two refund requests #M25A377478 and #M25A377458 with our physician's letter. Also on February 12th we received notification the refund request was denied because the claim was filed more than 60 days after the injury. We have transmitted several emails accounting the circumstances and noting the clock should be started on February 12th and not the initial accident back in April. ******** evidently accepted this fact and now is requesting more information - detailed diagnosis, confirming diagnosis, treatment plans with dates, physician instructions.Our physician has already spoken - don't ski. All of this other information is superfluous and would provide unecessary personal medical information. Please help us get our money back.

  Business Response

  Date: 03/28/2025

  Hello, *** **********,
  

  We have received your complaint regarding the Epic Coverage refund requests you submitted for you and your wife. Unfortunately, your wife sustained an injury in April 2024 and her orthopedic surgeon advised her not to ski during the 25/26 season. You submitted refunds requests and provided documentation from her surgeon indicating inability to use your passes for an extended period of time but, the requests were denied due to untimely submission. You are still seeking a refund due to the severity of her injury and her continued inability to use the pass despite a diagnosis from the previous year.
  

  We appreciate you taking the time to reach out and provide the details of your situation and your concerns. Vail Resorts is aware of your complaint and they are truly sorry for your continued frustrations throughout this time. They greatly respect your position and your feedback as a valued guest.
  

  Vail absolutely understands your concerns and they are truly sorry for any inconvenience this has caused you. They reached out to their partner ******** regarding your Epic Coverage case and were advised to that ******** would be contacting you directly regarding your case. They were unable to provide any details but assured that they would be in touch to further investigate your request.  If you have any additional questions about your case, please contact ******** and your case manager directly.
  

  We are sorry that we are unable to assist with your request for a refund of your Epic Passes. Vail Resorts truly does respect your position and assure that your feedback will be passed along to their leadership team.They urge you to speak with ******** regarding your request and hope that they are able to resolve your case with a positive outcome. They wish you the best as you move forward and continue to recover and heal.
  

  Sincerely,
  ******

  Customer Answer

  Date: 04/28/2025

  Hi ****** *.  Sorry for the belated response to my complaint.  It got lost in the go-arounds we have had with the ******** and **** corporations.
  
  To update you, ******** did finally cough up a refund for my wife's EPIC pass on April 17th.  But my refund was denied.  Initially I was told it was my refund was denied because the time frame was exceeded.  So, I called and informed ******** that yes the time frame now in April exceeded the reporting date but the two claims were filed at the same in February.  If the one refund was granted, then the other should be as well.  I asked to have my refund reconsidered.
  
  Now, I am told my refund was rejected because of ****** requirements that I had to have been a care giver for my wife for the timeframe.  I was the care giver for my wife for over six months as she was on crutches the whole time.  Now ******** wants a doctor's order that required me to provide for my wife's care.  What?  Does one have to be formally ordered by a doctor to provide for a spouse's care?  I don't think so.  So, I give up.
  
  As to the Vail Corporation's response.  I reject it.  **** is pinning the onus on Sedgwick while ******** is saying it is only doing what **** said to do.  What nice was to cop out...
  
  Needless to say we are done with the Vail Resorts and moving on to IKON pass.  
  
  **** **********