Business Profile

Ski Resorts

Vail Resorts Management Company

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

327 total complaints in the last 3 years.
84 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:05/04/2024
Type:Service or Repair 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 filed for warranty protection for epic pass about refund of season pass.Because I just used one time for season pass.Because I couldn't use for health problems. But I did not go to hospital because I don't have insurance. The company asked me for proof of medication from hospital or doctor. But I couldn't....How should I do it?
Business Response
Date: 05/06/2024
Hello, ********.
Thank you for informing us of ********** evaluation of your Epic Coverage refund request. I apologize for any disappointment this may have caused. The Personal Events section of Epic Coverage is solely managed by ********.

However, as long as your request refers to the current pass season, there is still an option to appeal this denial or submit additional documentation to Sedgwick via email at: ************************** Please ensure you have included your previous refund request number provided by ******** when you submitted the initial form.

You also have the option of corresponding via mail with ******** about appealing the decision:

Sedgwick: Attention Appeals Coordinator
PO Box 94645
*********************-4729

You should receive a response in approximately 10 business days, once the additional information has been reviewed. Please reach out if you have any questions.

Kindly,

******
Initial Complaint
Date:05/02/2024
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 girlfriend signed me up for an Epic pass for a family ski trip. I went on the trip but never downloaded the Epic Pass mobile application. In the mobile application my pass was set to auto renew for the 24/25 season without my knowledge. I hadnt even created an account with the ********************** and did not receive emails from them. The only way to turn off auto renew was by accessing my account which was never created. I have attached proof that when I tried to reset my password on April 12, **** responded that my account did not exist. Prior to me logging into my account Vail ******************************************* already charged my girlfriends credit card $50 for the auto renewed pass that I do not want and will not allow us to cancel the pending balance. Also the renewal charge was advertised to be $49 so they also overcharged her card. This is a predatory practice and Im sure not the first complaint against them. We would like to be refunded the $50 renewal fee that I did not have access to opt out of and also have the upcoming charge in the fall for the full pass which is over $900 reversed. **** claims they cannot refund the pass but I do not believe I should be forced to pay for an auto renew subscription that I have no intention of using and did not know I even needed to turn off. They have provided no service to me for the 2024/2025 season and should not have the right to charge my girlfriends card the remaining balance of a product I did not purchase and do not intend to use. We have called customer support 3 times and each time they state they cant refund the pass. Please help resolve this matter and contact **** to cancel my pass for the upcoming season that I have no intention of using and refund the amount that was already charged to my girlfriends card. My pass number is ***********
Business Response
Date: 05/06/2024
Hello, ******.

Thank you for reaching out here.

I reviewed your account and confirmed that when your 23/24 season pass was purchased on 10/11/23 the person purchasing your pass opted you in for the auto-renewal for the 24/25 season pass purchase (including opting in for the $1 donation to forest-restoration projects). Your epicpass.com account was created at that time. A payment plan credit card was entered into your account at that time as well.
We send out multiple emails to all account holders and head of household accounts (yours being in a household of accounts) in advance of the 4/7/24 deadline for any changes to auto-renewal settings. We did not hear from you (we are available 365 days a year by phone, email and live-chat at epicpass.com) until your inquiry here on 5/2/24, and your friend did not reach out until 4/23/24, well past the deadline for changes to auto-renewal.
Thus, the payment plan card in your account was charged the $49 initial payment and the $1 donation, for a total of $50, on 4/8/24. Per the terms of auto-renewal at epicpass.com, auto-renewal purchases are non-refundable and are a commitment to complete the pass balance payment. The pass balance will be collected from the payment plan credit card in your account in early-mid September.
If you need assistance in making any changes to your epicpass.com account settings, including the current payment plan credit card in your account, please contact us at ************, at *************************************** or by live chat at epicpass.com and anyof our agents will be pleased to assist you!

Kind regards,

*********;
Initial Complaint
Date:04/25/2024
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 received an email conf. 4/10 from the Village @ ***** directly asking me which parking option I choose before I was due to check in 4/13 since it wasn't stated on the Travelocity listing for this hotel that there were no free / alternative parking lots within 1.5 miles of that property, therefore cornering me into staying $50 over my budget of $190 a night unexpectedly, totaling around $209.00. I immediately called Village at ************ to explain that I will have a car load of disabled people and to please provide a parking fee adjustment or a refund for the room since we need to be closer than 1.5 miles from our hotel. I planned to stay 1 night with 2 children. This hotel not only refused to work this misunderstanding out with me as a persons of disabilities caring for a child with disabilities under the ***************... the entire staff was rude aside from the central reservations team who agreed with me on this, but had no power to refund me. The management at Village at ************ is on something different and unethical. I have been inconvenienced by this oversight that seems to be intentional to scam people into paying an unexpected parking fee with the assumption that there is a cheaper parking alternative close like in the summer time. I was not aware of the skiing still going on as I was just passing through to get to the other side of the mountain. When the Village staff hung up on me I contacted Travelocity where I booked and the rep requested a cancellation waiver with the Village @ Breckenridge for this unexpected situation. They had no power either they explained. I was advised by Travelocity to go ahead find a hotel down the road with parking included because they usually can get these things resolved. I however, received an email from the *** ******** with Village at ************ on 4/19 that they do not accommodate persons with disabilities and will not stop the charges for a hotel room I did not end up checking into 4/13. Best,******************* Will provide supporting docs!
Business Response
Date: 04/30/2024
Hello, *****.

Thank you for reaching out here. I regret to hear of any issues with the information provided by Travelocity regarding the parking accommodation at the Village, and any subsequent issues you had in securing lodging for your group.
Please note the website statement regarding parking at the Village:

Limited Self-Parking is available on a first-come and first-served basis for $25 per night in the summer and $50 per night in the winter.. More information can be found here: ****************************************************************************************************************

While we are not able to process any kind of refund related to your complaint here at the Epic Pass center, we have elevated your concerns for further review by ************ and the ************** If they are able to address your request, you can expect to hear from them directly.

Kind regards,
*********;
Customer Answer
Date: 05/01/2024

Complaint: 21625693

I'm rejecting this response because: I still need a refund for the $198.27 that was set to go to Affirm starting this month. The next step for me is the civil complaint if this cant be resolved respectfully and in a timely manner. This can and will escalate further to involve personal criminal charges and more. The Travelocity site only stated the properties parking situation and not the area itself hence the Village at ************ needing to email me with further clarification prior to me making parking arrangements with the $50 parking charge pending my approval for which I did not. The website created confusion when booking. I had no choice but to move it down the road and again that was the advice of the Travelocity Agent. A company that makes no room for error and for exceptions for unusual circumstances must be doing bad business. I hope I'm wrong about this, but as a past business owner I can easily point out the missing ethics here.

Thank you for your prompt assistance and careful consideration with the correct team, perhaps the direct legal team?!

Best,

*******************
Business Response
Date: 05/06/2024
Hello, *****.

I understand your rejection of my response to your complaint is based on your desire for a refund of the amount you paid for your reservation through Travelocity.
I checked in with our lodging team and confirm the correspondence they shared with you on 4/19/24 as follows:

Thank you for your April 15, 2024 email to Breckenridge Lodging, inquiring about The Village at ************ providing free parking in the on-site garage to guests with disabilities pursuant to the Americans with Disabilities Act *****.

We are committed to providing our guests equal enjoyment to our facilities. We work diligently to comply with our obligations under the Americans with Disabilities Act ***** and take our obligations to provide accommodations to individuals with disabilities seriously.

The Village at ************ charges all guests the same amount for on-site parking, and the parking fees are included in the list of Property Amenities noted on the Village at ************'s pre-booking information page on travelocity.com (through which you booked your nonrefundable reservation). (See Village at ************ Resort (travelocity.com) Further, we have confirmed with our legal counsel that under the **** there is not a requirement to provide free parking to guests with disabilities.

We confirmed your Travelocity reservation notes the Cancellation Policy that cancellations must be made "more than 21 days prior to arrival." You booked your reservation on 4/5/24, and your cancellation date was 4/12/24. Since your booking was only 7 days out, it was non-refundable.

Thank you for your understanding regarding the Cancellation Policy provided at the time of your booking and the terms for parking at the Village as clearly advertised at both the lodging website and on the Travelocity property page, and as in accordance with *** requirements. Please accept this as the final declination of your request.

If you even have questions about the terms of a reservation, parking and other amenities related to our lodging properties, please do not hesitate to contact us in advance of making a reservation.

Kind regards,

*********;
Customer Answer
Date: 05/06/2024

Complaint: 21625693

I am rejecting this response because: I clearly stated that I was emailed directly by the property 4/10 the parking fee could not be charged without my permission, which was indeed several days after the booking. I called as soon as I learned of this major discrepancy.

Please see the emails especially from the ** that state that your organization as a whole does not reasonably accommodate ADA * This is big*

Sincerely,

*******************
Initial Complaint
Date:04/25/2024
Type:Service or Repair 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.
This is regarding the auto renew option in the epic app. On 2 occasions in Feb and March I attempted to change the auto enroll button on the app and switched it off. However in April it switched it back on and Epic charged me for auto enroll. Now the button is grayed off. I called them someone called **** and ************ told them of the issue that I did not sign up for it. They said I initially signed up 2 years ago and once I sign up you can never sign out. They laughed and said it was my problem and look at the epic rules and regulations for auto enroll. It states clearly that you must disenroll before April which I did. This company is engaging in fraud on a huge level and someone should do something . They said they sent multiple emails about reminders but there are no emails. I dont understand how this company can manipulate the auto enroll button on the app and continue to charge people. This cant be legal . I have sent a picture of when the auto enroll off was earlier in the month.
Business Response
Date: 04/25/2024
Hello, Viran.

Thank you for reaching out here. I reviewed your account and confirmed you voluntarily enrolled in auto-renewal for your Epic Northeast Value pass for the 23/24 season, and your setting remained as accepted for the 24/25 season.
The deadline for auto-renewal changes was April 7th, 2024. We sent out multiple emails to the email address in your account alerting you of the deadline. I confirmed as well that you first contacted us on April 23rd , 2024 requesting a refund and removal from auto-renewal, after the deadline date. The image you shared on 4/25/24 indeed shows your auto-renewal setting as Off, as this is after our agent assisted you in changing the setting when you contacted us on 4/23/24.
You note you were having issues with your account settings earlier this year. We are available by voice, email and live chat at epicpass.com 365 days a year to help with account issues or questions. I regret you did not contact us prior to the deadline date, as we could have assisted you.
Moving forward, if you ever have any questions or issues, please reach out to our team so we can assist you in advance of any deadlines, or at any time.
Kind regards,
*********;
Customer Answer
Date: 04/25/2024

Complaint: 21625381

I am rejecting this response because:

I tried setting the auto enroll to off in the app, but it turns on again after a few days. This happened before the April end date The emails for the reminder were not sent. Please provide proof any emails were sent. I enrolled in a renewal 2 years ago but turned it off this year. First in late December and then again twice in Feb and March. But it keeps turning on after a few days. This is fraud.
Sincerely,

*********************************
Business Response
Date: 04/29/2024
Hello, Viran.

I hear your frustration regarding any issues you were having adjusting your settings at epicpass.com.

Email notifications in advance of the Apri 7th deadline are sent to the email address in your account.

I regret you did not contact us before the April 7th deadline to change auto-renew settings. As noted, we are available every day of the year by phone, chat and email. As you first reached out regarding your desire to opt-out of auto-renewal on 4/23/24, we removed you from auto-renewal for the 25/26 pass season.

Thank you for your understanding, and please accept this as the final declination of your request.

Kindly,

*********;
Customer Answer
Date: 04/29/2024

Complaint: 21625381

I am rejecting this response because no email notifications were sent. I turned it off in March but the app turned it on again. You are not listening to what I say. Even if is turned off now in March, again next year it will turn in again. Your company is manipulating the auto enroll button. Also the emails in the account are being sent to an email we dont know who created. I dont have access to the emails. They are not being sent to my email. Again your company is doing widespread fault as can be seen by numerous complaints on the BBB site. This is a democratic country with laws how are you able to do the blatant fraud without any repercussions.

Sincerely,

*********************************
Initial Complaint
Date:04/24/2024
Type:Service or Repair 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.
False advertizing. Marketing emails recieved specific to renewing/purchasing season military pass for upcoming year (I have previously had this for two years) for self and family. Promotion states to submit before 14 April for 10 ***** passes to be included. Turns out later, that **** resports now claims no ***** passes included with military discount pass even thought that was advertized, targeted and marketed to me. Terrible customer service on phone. Limited English language comprehension and reading repeatedly from a script wihout listening or understanding me.
Business Response
Date: 04/24/2024
Hello, *****.
Thank you for reaching out here.

Vail was founded by a former member of the 10th Mountain Division and an Army engineer both of whom served during World War II. As such, we are pleased to honor both our legacy and that of military personnel, veterans, retirees and their families with significantly discounted Epic Passes.

We thank you for your service and are pleased you have chosen to join us on the slopes with your purchase of a Military Epic Pass. While many of our pass products come with Buddy ******* as a pass benefit for very early purchase commitments, the discounted Military Epic Passes do not come with this particular benefit.

This information is clearly presented on the pass product page for the product you purchased:

UNLIMITED ALL-SEASON ACCESS TO OUR RESORTS FOR ACTIVE MILITARY.
Ski and ride ********************, *********, Whistler Blackcomb and more.
Includes Epic Mountain Rewards 20% off food, lodging, group lessons, rentals and more.
Refunds for job loss, injury, illness & more with Epic Coverage.
Plus, discounted tickets for you, friends and family.
Epic Military Pass does not include Buddy *******. Learn More.

(Military Epic Passes do include 6 Ski With A Friend *******).

You can view this information here: ****************************************************************************. This information is further clarified in the FAQs section of the product page, and at ********************************************************* (see FAQs for eligible passes). Additionally, our team is available 365 days a year by voice, phone and chat to answer any questions about our pass products and their comparable benefits.
I reviewed your account and confirmed our agents accurately reflected the pass benefits available with the Military Epic passes. I understand if the information they provided was not more favorable to your request but appreciate your understanding of the differences in benefits available with different products.
Thank you for your understanding, and we look forward to seeing you and your family on the slopes during the season.

Kindly,

*********;
Initial Complaint
Date:04/23/2024
Type:Sales and Advertising Issues
Status:
ResolvedMore 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 epic local ski/snowboard pass auto renewed in April of ************************************* September of 2023 for the cost of the pass. I experienced a qualifying injury preventing me from utilizing my pass the entire ski/snowboard season. I initially did not file a refund claim within the ************************************************************************************ time to utilize my pass this season 23/24. After extensive PT my injury did not heal and further testing (MRI) found I had a torn labrum in my hip and a herniated disc in my back. As a result I was never able to snowboard this season. I filed a refund claim and was denied as my claim was outside the 30 day window, despite the new diagnosis of injury.
Business Response
Date: 04/24/2024
Hello, ******.
Thank you for reaching out here regarding your Epic Coverage refund request. I am disheartened to hear of your injury. I wish you a full and speedy recovery.
I reviewed your account and confirmed you requested a refund through the Epic Coverage benefit included with your Epic Local Pass. While we provide Epic Coverage free of charge with every Epic Pass, the terms do reflect a 30-day period from the time of injury for requesting the claim with our partner ********. I regret to hear you did not request your refund within this time due to the guidance of your physical therapist.
If you have received a new diagnosis, I encourage you to reach out to the Sedgwick team to discuss your situation. I cant make any promises, but if you are within the 30-day window from that diagnosis, they may recommend you open a new Epic Coverage refund request. You can reach them at ************.
Wishing you well during your recovery,
*********;
Customer Answer
Date: 05/09/2024
Good morning,

I missed my response window and wanted to provide and update to this claim. After reviewing the response from Epic, I re-requested a refund with updated information and received a full refund. This has resolved my issue.

Thanks
*************************;
Initial Complaint
Date:04/20/2024
Type:Product Issues
Status:
ResolvedMore 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 customer number is ******** I am filing a complaint against **** Resorts regarding an issue with a private ****** service that was charged but not provided.On 2/18/2023, I booked a private ****** with Crotched Mountain, a **** Resorts location, for private ski ******s. According to the booking email, the ****** was not yet confirmed, and I would not be charged until confirmation was received. I would be sent a confirmation number if the ****** was confirmed. I was never sent a confirmation number, and received email saying that there was no space available for the ******.Despite the lack of availability, I was charged $389 for the ****** on Feb 21, 2023. I have not noticed this since I trusted that I would not be charged if I did not get a confirmation number. I only noticed it by chance last week. I have attempted to resolve this issue directly with **** Resorts through multiple emails and phone calls, chats, but have not received a response or acknowledgment of my concerns.I believe that I am *********** a refund of the $389 charged for the unavailable ******, as per the company's policy and my booking confirmation. However, **** Resorts has failed to address my request or provide any explanation for the charge.I have made every effort to resolve this matter directly with **** Resorts but the lack of response and failure to provide a refund has left me dissatisfied and frustrated.
Business Response
Date: 04/22/2024
Hello, Aykut.

Thank you for reaching out here in addition to your email correspondence with us on 4/20/2024. I reviewed your account and confirm a refund was processed for your earlier today (4/22/2024). I emailed you a copy of the receipt for the refund.
Please accept my apologies for any inconvenience this may have caused, and let me know any questions.
Kind regards,

****
Customer Answer
Date: 04/22/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Aykut Firat
Initial Complaint
Date:04/09/2024
Type:Service or Repair 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 was gifted a 2-day ski pass for ******** at ****************. The person that bought me the 2-day lift ticket was told by a heavenly employee that I would be able to pick my dates to come to the mountain and ski. It turns out that was not true, and the 2-day pass expired shortly after it was gifted to me. Heavenly is not allowing me a refund on a two day lift ticket, even though their website policy says you can request a refund the day before your day on the mountain. I have not used any days on the mountain and Heavenly is denying my refund.
Business Response
Date: 04/12/2024
Hello, *****.
Thanks for reaching out.
I reviewed your account and confirm your lift tickets were valid from 1/05/243 to 1/08/24. Lift tickets are date-specific (in that range).
We do provide refunds for unscanned lift tickets up to 5:00 of the date of expiration. I regret you were unable to use your lift tickets, and unable to contact us by 5:00 PM on 01/08/24.
I confirm you reached out on 04/09/24 inquiring about a refund. Please note this is outside of the terms of refunds for lift tickets as explained above. Thank you for your understanding.
Kind regards,
****
Initial Complaint
Date:04/05/2024
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 surgery (pls see the attached file) but no refund has been done for my wife. Claim no: is M24A265091 please somebody explain why???
Business Response
Date: 04/05/2024
Hello, ******.

Thank you for inquiring here regarding your wifes Epic Coverage refund request. I reviewed her account and confirmed the refund request with ******* is still open. It appears they are waiting for additional documentation or information. Please contact ******* directly at ************************* or ************** if you require additional assistance to file your Epic Coverage refund request.

Thank you for your understanding of the refund request process with Epic Coverage. Wishing you a full and speedy recovery.

Andy
Customer Answer
Date: 04/07/2024

Complaint: 21534260

I am rejecting this response because: i sent every documents to ************************* or ************** my husband's and my son`s refund is done with the same documents but somehow agent ******************* is not responsive i made a payment to **** resort company so i don't want to deal with the 3rd parties pls review my documents and refund

Sincerely,

Volkan Yetmisbir
Business Response
Date: 04/09/2024
Hello again, ******.

Thank you for your reply. Thank you for sending your documentation to ******** regarding your Epic Coverage refund request.
I appreciate your desire to not work with a 3rd party regarding your request. *******, however, is the team that manages all Epic Coverage refund requests, as reflected in the terms of your purchase and agreement to the terms of Epic Coverage at epicpass.com.
If you are having issues connecting with the agent there, I encourage you to reach out with the contact information I provided so another agent non their team can assist you.
Thank you for your understanding, and kind regards,

****
Customer Answer
Date: 04/09/2024

Complaint: 21534260

I am rejecting this response because: Dear ****,
the agent contact info below never replies my emails/calls so i will file a law suit to small claim court againts you or the *******?
as far as i know i must flie a lawsuit againts where the payments are made so its you
this is final warning please refund my money
*******************
Refund Specialist
**************
*************************

Sincerely,

****************
Initial Complaint
Date:04/01/2024
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.
Original purchase 9/7/21 purchased online through snow.com No indication that you were automatically in a subscription/auto renewal; setting automatically auto-enrolls you. None of the advertising indicates it is **** Resort Management company its EPIC pass, which covers many ski resorts in and out of state. Spam emails come from snow.com with snow conditions details. In Sept-2023, I discover a charge for **** Ski Pass and RC on my credit card, with further research I see that I was charged in 2022 as well and I dispute the charges w/ my credit card company. **** takes until 11/27/2023 to respond with images from their own customer ********************** screens showing original 2021 purchase. When I get that denial to refute charges from Citicard, I begin the lengthy and difficult process of trying to get a refund. As part of the pass benefit, coverage for qualifying events could be used to process a refund request, but I was thwarted repeatedly by **** customer service representatives, and consequently Sedgwick by failing to accept/process claim on 2022/23 qualifying event.Snow.com / EPIC Pass advertising doesnt mention that 1) Buy a pass and never worry youll miss out on next years advance purchase discount because youre automatically renewed and 2) Fails to mention if you have a pass by have a qualifying event, you can process a request because your covered. The fact that I had to dig to learn these ********** thought I was purchasing a 5 day limited 2021 pass, & there was no reason to think I would be automatically charged by **** for something in the future. I couldnt block because you have to get them to turn off auto renew before the down payment. Their screenshots show area that I dont have access to in my own account. I wasn't able to delete payment ****************** customer service refused to send me confirmation I am not in auto renew & that I wont be charged. I have cancelled my credit card in an attempt to block charges in the future.
Business Response
Date: 04/09/2024
Hello, ****************,
We have received your complaint regarding an Epic Pass that you purchased in 2021 for **** Resorts 21/22 winter season. At the time you purchased your pass you were unknowingly enrolled in their Auto Renew program which resulted in your pass being renewed for the 22/23 season. You requested your pass be cancelled and refunded and were told that you would have to submit a refund request through Epic Coverage. Regrettably, you were only informed of this after the 22/23 season had passed meaning you were ineligible for a refund. Additionally, despite requesting to cancel your pass, you were then renewed and charged in 2023 for the 23/24 season.
We appreciate you taking the time to reach out and provide the details about your situation. **** Resorts is aware of your complaint and they are truly sorry for your ongoing frustrations. They sincerely respect your position and your feedback as a valued guest.
**** certainly understands your concerns and they regret that your experience has been negatively impacted by any miscommunication or confusion. They were able to clarify that guests are presented with the option to enroll in Auto Renew at the time they purchase their pass, either online or over the phone. Guests then have the ability to cancel Auto Renew at any point throughout the season prior to the opt-out deadline in the spring. Email reminders are sent out multiple times prior to the deadline in order to provide adequate time for guests to make their decision before being charged.Unfortunately, as you are aware, **** indicated they did not receive a cancellation request in time and your pass was renewed.
Per Vails Auto Renew policy, once the down payment is made,all Epic Pass products are non-refundable. This condition is outlined in the policy terms and conditions which are presented and agreed to at the time of purchase. You are welcome to review this policy more in depth by visiting ******************************************************.
Although Epic pass products are non-refundable, **** Resorts did confirm that all purchases include Epic Coverage at no additional cost.This policy allows guests to request a refund if they are unable to use their pass due to a qualifying personal event. However, there are eligibility requirements that must be met in order to qualify. As you provided, requests must be made within the active season and as they did not receive a refund request during the 22/23 season, ***** partner company ******** was not able to review your case. As you were unable to cancel your pass, it was renewed for the 23/24 season. Fortunately, **** was able to confirm that your Epic Coverage request for the season was approved and you were refunded the full amount. They also confirmed that you have been removed from Auto Renew for all future seasons as to avoid any additional frustrations.
We regret that we are unable to assist with your request for a refund of your 22/23 Epic Pass. Although **** Resorts certainly does understand your position, and truly respect your additional feedback, they did indicate that their current policies do stand and they cannot make any exceptions. They assure that your comments have been elevated to their leadership team as they review their current policies and procedures. **** appreciate your time and wishes you all the best as you move forward.
Sincerely,
******
Customer Answer
Date: 04/10/2024

Complaint: 21514736

I am rejecting this response because: of all the reason's stated in the attached "reject vail resorts" pdf and the "policy *********" pdf document (downloaded off the website.
**** Resorts does not abide by the values statement to Do Right Act with integrity always do the right thing, knowing it leads to the right outcome. Nor does **** Resorts attempt to adhere to Drive Value by fueling business growth and guest loyalty through guest experience and continued innovation (www.vailresorts.com/about-us).The way **** Resorts fuels their bottom line and innovates is from old methods of scamming through the use an automatic subscription advertised as a benefitto never miss a season.
Due to the only emails I received being 1) snow conditions and 2) a notice of a charge of a pass w/o affirmative current consent (which **** then proceeds to charge because you had to know you had to opt out before the deposit charge) and 3) misinformation by both EPIC customer service agents, ******** representatives,and even the policy ts & cs dont show a definitive deadline that disqualifiesyou from obtaining a refund. On page 14, paragraph items 4a. and 4b. end with the statement submissions may be rejected.
Regardless of that, not even one of your policies states that unequivocally you will NOT get a refund if a covered event occurs. And even if you do happen to document covered event, **** customer service people fail to properly inform, support,or process claims and frequently add to the length of time in getting the request to the right person for review. I fully documented, didnt make up or obscure any of my information, yet **** Resorts chooses to ignore the facts of a covered claim submission.

Sincerely,

***********************

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