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

• 

  The Village at Breckenridge

  535 S. Park Ave. Breckenridge, CO 80424

• 

  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

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:03/29/2024

  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.

  On December 26, 2023 I made a purchase at ***************** at Keystone resort. No price appeared and I was not provided a receipt, though I was not concerned as I only purchased one gatorade and one cookie. Later, upon reviewing my credit card statement, I was I was charged $30.43. I attempted to contact Summit House directly by phone and nobody was able to confirm the price of either item I purchased nor help me with questions about the charge to my credit card. I engaged in online chat with Epic and called each number I was provided. Not one person I was in contact with could assist me or put me in contact with someone who could.After being unable to resolve the issue by phone, email, or chat, I went to the ************ in person and requested assistance in person February 3, 2024. While I was able to speak with a supervisor, and he emailed me indicating he opened an IT ticket, I received no additional follow up on the outcome of the ticket. I need resolution on this issue, which was the incorrect charge to my credit card. It is not acceptable for a business to not put customers in contact with the appropriate party upon request or to not resolve incorrect charges. I would appreciate your assistance in having Vail Resorts contact me to discuss and correct the charge to my credit card.

  Business Response

  Date: 04/03/2024

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

  We have received your complaint regarding a purchase you made at Keystone Resort on December 26th, 2023. At the time you did not receive a receipt, and the property did not provide any pricing at the time of your purchase. You assumed you would receive a receipt via email and proceeded to enjoy the remainder of your day. Unfortunately, once you did receive your receipt you discovered that you had been charged $30 for two items which you do not believe is accurate. Upon reaching out to Vail Resorts and Keystone you have not yet received an itemized receipt or any information regarding the price of the items you purchased.
  

  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.
  

  Vail absolutely understands your concerns and they assure that they have reached out to their food and beverage team at Keystone Resort (specifically ************). At this time they do not have an update regarding your transaction but they will pass along any information they receive as soon as they are able. They ask that you reject this response in order to keep this channel of communication open.
  

  We regret that we are unable to resolve your concerns at this moment. However, we are confident that Vail Resorts will follow through and clarify the information you have requested. They truly appreciate your continued patience throughout this process and wish you the best as you move forward.
  

  Sincerely,
  ******

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 21504241
  
  I am rejecting this response because there has been no communication from Vail resorts nor has the issue of the incorrect charge been resolved.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/09/2024

  Hello again, **************,
  

  We appreciate you following our advice and keeping this method of communication open. Vail Resorts was able to contact their team at Keystone resort regarding your concerns. Unfortunately, ******** was unable to locate the itemized receipt using the information that was available and provided to them by ****. They asked that we gather additional information in order for them to fully review their records and locate the transaction.
  

  The representative at ************ would like to confirm the following information:
  -Name on the credit card that was charged
  -Last four digits of the card that was charged
  -Type of card ****** Mastercard, American Express)
  

  We apologize that we were unable to resolve your concerns.However, again we are confident that Vail Resorts and Keystone Resort will follow through and provided as much information as they are able. They eagerly await your response so that they can move forward with providing a resolution.
  

  Thank you,
  ******

  Customer Answer

  Date: 04/14/2024

   
  Complaint: 21504241
  
  I am rejecting this response because: Vail Resorts did not provide contact information to send the requested information. The direction provided by the BBB specifically states not to included indenitfying information is responses as they are public.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/28/2024

  Type:Sales and Advertising 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.

  Repeated requests to be removed from their postal mailing list have been ignored. I want the junk mail to stop.

  Business Response

  Date: 03/28/2024

  Hello, ********.

  Thank you for reaching out. My sincere apologies, I attempted to locate your account with the email address ***************************************.  However, our system did not find any active accounts that are affiliated with this email, nor with your ******, ** address you listed here.

  If you would like me to investigate further, please provide additional information so I can properly verify your profile. This may include the email address associated with your account, date of birth, your account or ********************** number. 
  

  Additionally, you can always customize your communication preferences in your epicpass.com account. Let me know if you need guidance on how to do that. 
  

  While I am not aware of our marketing team sending out any print materials, I will be sure to advise them to remove your name from any print mail list as well.  
  

  Best regards, 
  
  Andrew 

  Customer Answer

  Date: 03/28/2024

   
  Complaint: 21498864
  
  I am rejecting this response because: it does not adequately address my concerns. My mailing address is somehow listed in the company database because I continue getting junk mailers addressed to my name and address (not email). My name is spelled *******, not ********, perhaps that is why the company cannot locate my information.

  I do not have an account or an ********************** so there is no other information I can provide and there is no reason for me to provide my date of birth since I do not have an account. I want the mailings to stop and for my information to be located and deleted from the company's database.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 04/05/2024

  Hello, *******.

  
  Thank you for clarifying whether or not you are a customer with us, and I apologize for any unsolicited mail you may have received from **.. I have request has been elevated to leadership and they will ensure your address is removed from any mailing list.

  Thank you and kind regards,

   

  ****

• Initial Complaint

  Date:03/27/2024

  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.

  Dear Better Business Bureau,I am reaching out for help with a denied refund request from Epic Pass. I purchased a 4-day pass on June 2, 2023, and unforeseen family health emergencies have since prevented me from using it.In September, my grandmother was hospitalized with COVID-19 and a hip fracture, necessitating my role as her primary caretaker. Despite submitting a refund request to ********, Epic Pass's partner, with all required medical documentation, my request was denied due to it being submitted past their 30-day policy window. This policy was not something I was aware of, given the urgency of my family situation and my inexperience with their refund process.I have not used the pass and cannot foresee an opportunity to do so. I respectfully request your support in advocating for a reconsideration of my refund on compassionate grounds, highlighting the exceptional circumstances that have prevented the pass's use.I appreciate your consideration and hope for a favorable resolution that reflects understanding and customer care in difficult times.Thank you,******

  Business Response

  Date: 03/28/2024

  Hello, ******.

  Thank you for reaching out here regarding your inquiry about your Epic Coverage refund request. I am disheartened to hear of grandmothers illness and injury. I wish her a full and speedy recovery. I understand this can be a difficult time for all family members. 

  I reviewed your account and confirmed you requested a refund through the Epic Coverage benefit included with your Epic Day Pass. While we provide Epic Coverage free of charge with every Epic Pass, the terms do reflect a 30-day period for requesting the claim with our partner ********. I regret to hear you were unable to request your refund within this time.

  Indeed, the terms regarding Epic Coverage requests are firm, and I regret ******** was unable to make an exception. I apologize we are unable to provide a more favorable solution outside of the Epic Coverage. 
  

  As always, feel free to reach out to ************ team for clarification of any of the terms regarding Epic Coverage refund requests. You can reach them at ************. 
  Any unscanned days remaining on your 23/24 season Epic Day pass remain valid for use at any of our resorts in North America. Many of our resorts are still open and will remain open well into April 2024. 
  

  Kind regards, 
  

  Andy 

  Customer Answer

  Date: 03/28/2024

   
  Complaint: 21492304
  
  I am rejecting this response because: The suggestion to simply use the pass ignores the core issues at hand and does not address my unique circumstances.
  I purchased this pass while in *****, unaware that I would soon be required to become the primary caregiver for my grandmother following her serious health diagnosis. This role has indefinitely anchored me in *****, far from any ski resort under your management. The assertion that I should use my pass disregards the reality of my situation: there are no **** Resorts facilities accessible to me, and my responsibilities as a caregiver prevent me from leaving my grandmother.
  Moreover, my financial stability is directly impacted by my inability to work while providing care. The funds tied up in the unused pass are not trivial; they are essential to my current living situation. To suggest that I am simply inconvenienced is to overlook the gravity of my predicament.
  Before appealing to the BBB, I sought resolution directly from **** Resorts, only to be met with refusal, even for a credit refund. Such rigidity in the face of genuine hardship is bewildering and, frankly, unacceptable. This is not merely a business transaction gone awry; it is a matter of basic human empathy and flexibility in policies when faced with unforeseen life events.
  I want to make it clear: I will persist in my efforts to secure a refund. The funds in question are vital to me during a challenging period of caregiving and financial strain. I urge you to reconsider your stance, taking into account the exceptional nature of my circumstances and the impracticality of the solutions offered thus far.
  This matter is far from resolved, and I am prepared to take further actions to seek justice and fairness. I trust that upon reevaluation, you will find the empathy and flexibility to address my situation appropriately.

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

• Initial Complaint

  Date:03/26/2024

  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.

  Date of Transaction: March 2, 2024 During our ski/snowboarding trip to ******, **, we upgraded our passes to access Hunter Resort. Unfortunately, one of our friends experienced a mini-stroke and was transported to the resort's first aid facility. Initially, he attributed his symptoms to vertigo, as he had experienced similar episodes before, but he was continually vomiting. We returned to our Airbnb to rest, and after about an hour, we arranged for him to be seen at an urgent care center. However, they advised us to take him to the emergency room, where he was subsequently admitted to the hospital.Before leaving the resort, the first aid team provided us with a case number and assured us that we would be eligible for a refund for everyone in our party affected by the incident. However, when our friend was transferred to another hospital two days later, we decided to prioritize his health over pursuing the refund for the ski passes, as we were informed that a refund would be offered.Upon returning to ********, we attempted to follow up regarding the refund, only to be directed to contact Epic Pass. Despite our efforts, both Hunter Resort and Epic Pass stated that none of us, including our friend who suffered the stroke, qualified for a refund.

  Business Response

  Date: 03/29/2024

  Hello, *****. 
  
  Thank you for reaching out. I am disheartened to learn of your friends illness while visiting Hunter Mountain. I wish them a speedy and full recovery. 
  I reviewed your account and confirmed you spoke with our agents several times regarding your inquiry and request for a refund. As the agents noted, Epic Passes are non-refundable outside of a qualifying Epic Coverage personal event. I confirm you followed the appropriate process in requesting a refund through Epic Coverage. 
  
  You write that a member of the first aid team assured us that we would be eligible for a refund. I regret this is inaccurate information and apologize for any confusion or inconvenience this may have caused. As you have been subsequently advised, Epic Passes are only refundable per the terms of Epic Coverage. You can learn more and review these terms here: ********************************************************************;

  Thank you for your understanding.

  
  Kindly,

  ****

  Customer Answer

  Date: 03/29/2024

   
  Complaint: 21489679
  
  I am rejecting this response because:

  You are unable to use your Pass during the Core Season because you suffer an accidental bodily injury, a physical illness, or a physical disease that: (i) is diagnosed by a Physician after you purchase your Pass or (ii) presents significant new or worsening symptoms that are diagnosed by a Physician after you purchase your Pass. To qualify, the injury, illness, or disease must prevent you from using your Pass 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 from a Physician.

  ******* suffered from a stroke and has an arteriovenous malformation. This will require gamma knife surgery at a later date and was told by the doctor not to do any physical activity. **** is his domestic partner who live together at their permanent residence. Even though ***** and ***** do not qualify for a refund, I believe that the person who is injured and their domestic partner should. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/05/2024

  Hello again, *****. 
  
  Thank you for your reply. I appreciate you referencing some of the terms of the Epic Coverage included with your passes. Indeed, there are terms to refund eligibility under Epic Coverage. 
  
  If your friend and his partner have additional questions or concerns regarding their refund request, please advise them to reach out to ************ team at ************************* or ************** if they require additional assistance to re-file their Epic Coverage refund request.

  
  Thank you for your understanding, and I wish your friend a full and speedy recovery.

  Kind regards,

  ****

• Initial Complaint

  Date:03/19/2024

  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 purchased a season pass for ********** ******** through **** Resorts. I spent $563 on two season passes that were never used. The resort was open for approximately 2 weeks the entire season. The days they were open, they limited hours making it impossible for me to use my pass. Epic Pass has refused to refund my money or give me a credit for next year. I spent $563 on a season pass that cannot be used, that was never used, and there was never a real opportunity to use.

  Business Response

  Date: 03/22/2024

  Hello, ******. 
  
  Thank you for reaching out here regarding your inquiry about a refund for your Epic Season pass for Snow Creek. 
  Your 23/24 season pass included unlimited access to the resort during the season. Your pass includes additional benefits, including Epic Mountain Rewards, Ski With A Friend tickets, 50% off benefit tickets at out-of-area resorts (our ***********, ******** and western resorts are still open!), and Epic Coverage (covers personal events like injury/illness). 
  Indeed, we are all disheartened about the unseasonable weather conditions resulting in a shorter than expected season at Snow Creek. I regret if you were not able to use your pass during the time the resort was open. 
  As an advance-purchase and commitment product, the Epic Pass for Snow Creek you purchased provides great value for access to the resort. The terms, however, are that the pass is non-refundable or transferable, even in the case of unseasonable weather. You can always learn more here: ****************************************************, and thank you for your understanding. 
  In the future, if you wish to purchase a product with more flexibility, advanced lift tickets are available for purchase at ********************************************************************. Unscanned lift tickets are fully refundable up to 5:00PM of their date of expiration. Free free to contact our team at ************ with any questions about comparing pass versus lift tickets benefits and terms.
  Kindly, *********;

• Initial Complaint

  Date:03/12/2024

  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.

  We bought ski lift tickets to use during the 2023-2024 winter season to use in January 2024. At the time of our reservation, they said they were unable to open for the 2023-2024 season. Immediately afterwards, we were informed that they had permanently closed for the 2023-2024 season. We wanted to come and ski, but *********** would not allow us to do so. As a result, we would like a full refund. Thanks

  Business Response

  Date: 03/22/2024

  *******************. 
  Thank you for reaching out here regarding your inquiry about a refund for your Epic Passes. I reviewed your account and confirmed you were assisted and advised earlier by an agent regarding your inquiry. 
  Your inquiry here references lift tickets, though in review of your account I confirm you purchased Epic Day passes in mid-November. 
  Please note Epic Day passes are a different product than lift tickets. The Epic Day passes you purchased are valid at 22 resorts throughout North America and are not date or resort-specific. You can use them any day of the season at these resorts (the restricted day passes being valid outside of restricted peak dates). 
  While Epic Day passes provide an incredible value for access to the resorts, they have a few terms that are different than lift tickets. Epic Day passes are non-refundable outside of an Epic Coverage claim. You can review the terms of your purchase as noted on your order at *************************************************************************************************************************************************************************;
  In the future, if you prefer a product with more flexibility, unscanned lift tickets are fully refundable up to 5:00PM of their date of expiration. You can purchase refundable lift tickets at any of our resort websites (>Tickets and Passes>Winter Lift Tickets). 
  We regret that unseasonable weather led to a shortened season at any of your favorite or local resorts. Several of the 22 resorts your Epic Day passes include access to have were open prior-to and remain open since January 2024. We hope you are still able to enjoy your day(s) on one of the mountains with your 2023/24 season Epic Day Passes. 
  Thank you for your understanding and think snow. 
  Andy 

  Customer Answer

  Date: 03/23/2024

   
  Complaint: 21423252
  
  I am rejecting this response because:

  They claim that it is their policy that the "Epic Day pass" is non refundable, but able to be used at any of their resorts. We have no access to any of their other resorts, or any way of using the "Epic Day pass". We could have only used it at ***********, the one we could have access to. 

  They claim that there is a way to purchase refundable tickets, and if this is the case, then their website is highly misleading, as their website led us to believe this was the best option.

  We will never give this company or any of their resorts another chance. We will be looking for another place to try skiing next year.

   

  Sincerely,
  
  JT

• Initial Complaint

  Date:03/09/2024

  Type:Customer Service 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.

  After losing my season pass earlier in the season on a chairlift at ********, I got a replacement pass, and my lost pass was not cancelled allowing someone to use it repeatedly without my knowledge. This person was caught on February 5th. I was never notified about this, and my season pass was cancelled do to "missuse". I found this out when I attempted to go up for the day and use my pass. After checking with customer service and calling many phone numbers that were provided to me the issue was never resolved and I could not get a call back to resolve this problem.

  Business Response

  Date: 03/22/2024

  Hello, ****. 
  Thank you for reaching out regarding your inquiry about your pass card. 
  I reviewed your account and confirm your pass was deactivated due to fraudulent use by another individual. I do not confirm any record of you reporting the pass card as lost. 
  Note Epic Passes are non-transferable and fraudulent use does result in pass deactivation. Thank you for your understanding. 
  I regret to hear you had difficulty connecting with the access team by phone. We do offer many ways to contact our access team. If you have any questions or feel the pass was deactivated in error, feel free to contact the on-resort team at *****************************************. 
  Kindly, 
  
  ****

• Initial Complaint

  Date:03/08/2024

  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.

  We purchased two 4-day seasonal passes, with the expectation of enjoying the benefits offered. However, due to unforeseen circumstances, my husband lost his job, prompting me to request a refund under the Epic Coverage Personal Event policy. Despite my timely submission, the request was denied, citing a narrow 30-day window requirement, which left ** feeling disheartened.Our subsequent attempts to address this issue directly with **** Resorts were met with obstacles and ********, exacerbating our frustration. After persistent efforts, we finally managed to speak with a manager named ******. Regrettably, instead of providing assistance or understanding, she adamantly cited company policy, offering no flexibility or empathy.This company is a great example of what greed looks like in *******. We are not even asking for a refund, just an extension so we can use the pass in 2024/25. It blows my mind as to how unbending they are.

  Business Response

  Date: 03/22/2024

  Hello, ********. 
  Thank you for reaching out here regarding your inquiry about your Epic Coverage refund request. I am disheartened to hear of your husbands job loss. I wish him and your family a quick recovery from this difficult situation. 
  I reviewed your account and confirmed you requested a refund through the Epic Coverage benefit included with your familys Epic Day Passes. While we provide Epic Coverage free of charge with every Epic Pass, the terms do reflect a 30-day period for requesting the claim with our partner ********. I regret to hear you were unable to request your refund within this time. 
  Indeed, the terms regarding Epic Coverage are firm, and I regret ******** was unable to make an exception. Epic Passes are non-transferable to future seasons. Thank you for your understanding. 
  Any unscanned days remaining on your Epic Day passes remain valid for use at any of our resorts in North America. I understand if finances are tough due to the job loss, but I encourage you to make it up to one of the resorts and enjoy some days on the mountain if you are able. Feel free to pack your lunches and make it a budget-friendly day. 
  Kind regards, 
  ****

  Customer Answer

  Date: 03/22/2024

   
  Complaint: 21407414
  
  I am rejecting this response because: ******* says that the final decision is up to the company's discretion, in this case **** Resorts.  This is a perfect example of people just pointing at the other party without taking responsibility.  

  I am also unclear as to what the comment regarding any unscanned days are valid for use at any NA resort?  Does this mean that we could use this in November/December 2024?
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/05/2024

  Hello, ********. 
  
  Thank you for your reply. 
  
  As noted, the terms of the Epic Coverage refund request process are firm, and I regret you were unable to submit your request within the parameters of the coverage. Thank you for your understanding and please accept this as the final declination of your request.

  
  Your 23/24 season Epic Day passes are valid during the 23/24 season. They will not be valid in the 24/25 season (November/December of 2024 will be in the 24/25 season). 
  Kind regards, 
  
  *********;

• Initial Complaint

  Date:03/06/2024

  Type:Sales and Advertising 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.

  Today I was informed that the Tot pass offered by epic Pass through Vail is only word-of-mouth. The manager the second manager that I was transferred to told me that they do not have to offer it unless a customer asks. In the 2021/22, ski season I called epic pass to purchase a ski pass for my child as instructed on their website and was told that I could only buy the epic pass for over $300. During that season, I found out that there is a tot pass offered. I called **** and inquired, and they told me all sales are final, no refunds. I called epic pass today, March 6, 2024 and was told that I could buy an epic pass for a 7 to 12-year-old. I was instructed that I could look online to see what the pass offers and what is covered I said that it is not online because when I look, the top pass is not online and it instructs us to call ****. I asked the second manager why I was not offered the top pass and he told me that that is by word-of-mouth even though online when you go to get a childs pass it instruct you to call. This seems like poor business practice. Well on the phone trying to purchase my ski pass for next year. I was told that the top pass does not cover Okemo. I told him that that was interesting, considering we have been skiing solely at Okemo and sunapee. They didnt turn around and told me oh that is true you can. So which is is it? What kind of business is this?

  Business Response

  Date: 03/21/2024

  Hello, Ms. *** ******,
  

  We have received your complaint regarding your confusion about **** Resorts Tot Pass products. You had purchased a Child Epic Pass for your son in during the 21/22 season and then later discovered that he qualified for a discounted Tot pass however, you were told that it was too late to change his pass or request a refund. Recently you went online to purchase passes for the coming 24/25 season and again discovered there is no Tot pass available online. Upon speaking with a representative you were informed these are only offered over the phone and then instructed to purchase a Child pass for your son. You are concerned that you are not receiving correct information regarding these different pass types.
  

  We appreciate you taking the time to reach out and to provide the details of your situation. **** Resorts is aware of your complaint and they are truly sorry for the confusion which has resulted in your continued frustration. They greatly respect your position and your feedback as a valued guest.
  

  **** is certainly aware that the various types of pass products that they offer can be quite similar and they regret any inconvenience or confusion this creates for their guests. They did clarify that they do offer Tot passes for a select number of their regional pass types. They were able to confirm that their Northeast Value pass does include a Tot pass however that pass is only available to guests between the ages of 5-6. Unfortunately,children seven and older are required to purchase Child passes.  
  Additionally, **** provided that their Northeast Value pass,which provides access specifically to the ************ resorts, does not offer a Child pass. Guests who intend to visit resorts such as Okemo will need to purchase an Epic Local Pass for children ages 7-12. This pass product is within the same price range of the Northeast Value passes and provides the necessary resort access, as well as access to additional resorts. You are welcome to compare this information by re-visiting their website, epicpass.com.
  

  **** Resorts apologizes again for the confusion regarding their passes. They absolutely appreciate your feedback and assure that your comments have been passed along to their leadership team as they work to improve their advertisements and communication with guests. **** also indicated that they would be happy to assist you with purchasing a Child pass for your son if you would like; they can be reached by calling ************. They also welcome any additional questions you have and wish you and your family all the best in the coming season.
  

  Sincerely,
  ******

• Initial Complaint

  Date:03/02/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 bought a ticket that I havent used, was refunded, then charged again that night, around 12 AM.