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

  548 S. Frontage Rd. Vail, CO 81657

• 

  Mad River Mountain

  1000 Snow Valley Rd Zanesfield, OH 43360-9774

• 

  Vail Resorts Management Company

  PO Box 38 Keystone, CO 80435-0038

• 

  Mountain Sports Outlet

  167 B. Meraly Way Silverthorne, CO 80498

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:02/12/2024

  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.

  I have lung cancer. Surgery 9/07/2023. Chemo until 12/29/2023. Katruda intravenous for 1 year every 6 Weeks. Doctor says no Sking

  Business Response

  Date: 02/28/2024

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

  We have received your complaint regarding your refund request for your 23/24 Epic pass. Due to unfortunate circumstances you will not be able to use your pass and have provided all required medical documentation to support your request. You have not yet received the full refund amount.
  

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

  **** Resorts did indicate that their records show your refund was approved in full and paid out on February 12th. They reached out to their partners at Sedgwick to confirm it was processed and they advised that a check was sent to your address on file. **** hopes that you have received the check in the mail as of now however, if you have not, you are welcome to reach out to ******** in order to have a new check sent. They will absolutely assist you however they can.
  

  We are glad that **** Resorts was able to resolve your request without the intervention of the Better Business Bureau. They truly regret the delay in their resolution and will pass your feedback along to their leadership team. **** wishes you and your family all the best throughout this difficult time and hope you recover well.
  

  Sincerely,
  ******

• Initial Complaint

  Date:02/06/2024

  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.

  I purchased 2 lift tickets for Whitetail resort(Owned by **** Resorts) for 198, for 1/20/24. My confirmation number was 428638782.On their website they repeatedly tell you that they limit ticket sales to improve the guest experience. Normally I just purchase on the mountain, but because they said that tickets were limited I purchased ahead of time. When I went to the mountain it was insanely overcrowded. More crowded than any resort I have ever been to. Parking was completely full and the line to pick up rentals which we had reserved ahead of time was out the building around the corner and then wrapping around the building before going down some stairs and doubling back around another building. Every locker was completely full and gear was strewn all over the building since there was no where else to put it. There were no open seats for any of the restaurants and the even ran out of Pizza at the pizza restaurant. It took 6 hours from when we arrived at the resort to when we were able to park, pick up our rentals and then finally get in line for our first lift. I would have just left but we had already paid for tickets and rentals. The lines to the lifts were so long that we only got in 3 runs after being at the resort for 9 hours. It would be one thing if they hadn't said anything about limiting ticket sales, but the fact that they lied and said they were, when clearly it was just a tactic to pressure people into buying their tickets early made it even worse. On top of this they were completely unprepared for the amount of people even though they would have been able to see the number of pre-sale tickets they had sold. Then when I sent an email asking for a refund, I was brushed off with a form letter and the person responding clearly didn't even read my email and then refused to pass my email on to a manager.

  Business Response

  Date: 02/21/2024

  Hello, *****,
  

  We have receive your complaint regarding your recent experience at Whitetail Resort. You have concerns about the way the resort states that they limit the number of ticket sales to avoid excess crowding however, you were only able to use your ticket three times due to the volume on the slopes. You requested a refund of your tickets but were told that they were non0refundable and that your request could not be elevated to a manager.
  

  We appreciate you taking the time to reach out and provide the details of your concerns. **** Resorts is aware of your complaint and they sincerely apologize for your continued frustration. They greatly respect your position and your feedback as a valued guest.
  

  **** absolutely understands your frustration and they regret that your experience was negatively impacted by the volume at Whitetail Resort.They assure that they will pass along your feedback to their team at Whitetail and to their leadership. Unfortunately, any issues regarding experiences at a resort must be addressed by that resort directly. Although they sympathize with you completely, as of now Whitetail resort is not providing any refunds of tickets due to wait times or volume on the mountain. They have elevated your request to their management team and confirmed that they will not be making exceptions to their current policies.
  

  We regret that we are unable to assist with your request however, the current policy for Whitetail Resort, and all **** owned resorts, states that lift tickets are non-refundable once used. If it is determined that recovery measures will be enforced, Whitetail will reach out to you and other guests with similar concerns. **** truly does appreciate your feedback and wish you and your family all the best as you move forward.
  

  Sincerely,
  ******

• Initial Complaint

  Date:02/05/2024

  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.

  Ski lift tickets were purchased through a group sales portal:********************************************************************************************************************************* There was an error in the portal and 1 Adult and 1 Child ticket(s) were purchased and not used. The portal does not provide terms of service or refund policy. And, there is no information regarding the non-refund policy of these tickets. However, on all other sites (***************************************************) there is a clear indication of ability of a refund. **** corporation is refusing to honor the posted refund Policy (and see ************************************************):Q: Is my lift ticket refundable? A: If your plans change, your lift ticket is refundable (terms apply). Any unused days on your lift ticket are fully refundable until 5 PM MT on the last day of your ticket. For example, if you buy a ticket dated February 1st-5th, you have until 5pm MT/PST on February 5th to request a refund for any unused days on your ticket.Refund requests received after 5 PM MT on the last day of your ticket will not be honored, except in certain circumstances (see terms for full details) Q: How do I request a refund? A: To request a refund, you need to do one of the following: Visit the resort ticket window no later than the last day of your ticket Contact customer service at ************** by no later than 5 PM MT/PST on the last day of your ticket The terms of service and refund policy information is only available in a conformation email AFTER the purchase of the ticket/product.

  Business Response

  Date: 02/21/2024

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

  We have received your complaint regarding your request for a refund of unused ************ lift tickets. You purchased them through a group sales party and only skied one of two days. Per the confirmation email that you received, you submitted your request for a refund of the unused days prior to 5PM but the representative you spoke with advised that they would not be able to process the refund despite their current policy.
  

  We appreciate you taking the time to reach out and provide the details of your situation. **** Resorts is aware of your complaint and they sincerely apologize for the confusion and your ongoing frustrations. They greatly respect your position and your feedback as a valued guest.
  

  **** Resorts absolutely understands your concerns and they regret that more information was not provided at the time you initially contacted them. They did confirm that lift tickets are able to be refunded,either in full or if partially used, as long as the request is made prior to the cancellation deadline. As you did purchase your tickets through ****************** Sales, they do have to process the refund directly. **** Resorts corporate office is unable to process the request. **** has contacted the team at ************ with your information and asked that they process your refund as quickly as possible. They welcome you to keep this channel of communication open by rejecting this initial response and assure that they will provide an update shortly.
  

  We regret that we are unable to resolve your request at this moment however, we are confident that **** Resorts will follow through and provide any information they receive as soon as they are able. They truly appreciate your continued patience and wish you and your family the best as you move forward.
  

  Sincerely,
  ******

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21247888
  
  I am rejecting this response because: In the response, **** indicated that "they welcome you to keep this channel of communication open by rejecting this initial response and assure that they will provide an update shortly." As such, I am doing so in order to receive further communication regarding the sale of Epic/******** passes through what is now understood as a 3rd party vendor. 

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

  Business Response

  Date: 02/28/2024

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

  Thank you for your continued patience while we elevated your case further and followed up with ************ Resort. **** Resorts truly appreciates how understanding you have been in this matter and they apologize that a resolution has taken so long.
  

  We have reached out to ******************* Sales team repeatedly and are still awaiting a response. **** Resorts assures that they have also reached out to their team at ************ to stress the urgency of your request. Unfortunately, ***** is a very busy month for them and they are working through all email correspondence as quickly as they are able. Regrettably at this time we do not have an update other than your request has been elevated by the Better Business Bureau and **** Resorts to ************ leadership.
  

  As we previously stated, **** absolutely understands your frustrations and they apologize that they are unable to resolve your concerns.However, they will continue to follow up with ************ on a regular basis until they receive a response and a resolution. They welcome any additional questions you may have and will answer them to the best of their ability.
  

  Sincerely,
  ******

• Initial Complaint

  Date:02/03/2024

  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.

  On 09/04/23 my husband ordered 2 Epic **** Passes at a cost of $595.00. On 09/28/2023 my husband received a notice stating Epic received the purchase. In writing online, Epic Passes' website states that passes will be mailed if you did not buy passes the previous year. On 12/29/2023, my husband called Epic Pass to let the company know the passes were never received. The representative confirmed our address and stated the passes were being mailed again. On 02/03/24, my husband called Epic Pass again to make the company aware that we still did not have our passes. At that time we asked for expedited mailing of the passes or a full refund for a product that was promised, paid for and never received by the customer. ******, the ********************** representative would not do either. ****** was made aware that Epic Pass did not adhere to the contract, the company was made aware that it did not adhere to the contract and is continuing to keep a customer's money for a product never received. ****** then spoke with someone higher up and stated Epic Pass activated the old passes from more than a year ago. This does not align with the written online agreement or what my husband was told on 12/29/23 by an Epic Pass representative. When asked why we were told that new passes would be mailed and they never were, ****** would not answer or put a higher level representative on the phone. At this time, our family is filing a complaint that Epic Pass never sent the customer the agreed upon product but did take the customer's money. In addition, ********************** intentionally and knowingly made false statements, mislead and lied to customer's in regards to the passes that were purchased.

  Business Response

  Date: 02/18/2024

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

  We have received your complaint regarding two Epic **** passes that your husband purchased for the 23/24 season. At the time he purchased them he received a confirmation that the passes would be mailed to your home as they were not pass-holders in the previous season. Unfortunately, you did not receive the cards in the mail so you contacted **** Resorts to request they be expedited. The representative your spoke with advised that they would not be able to do so and then informed you that their passes had been loaded onto old pass cards without your knowledge. As you did not receive the passes that you purchased in the mail you are now requesting a full refund of the unused pass products.
  

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

  **** certainly recognizes your concerns about your purchase based on your understanding of their purchase policy. They regret that those concerns were not fully addressed when you reached out in December and assure that they will be in touch with the representative you spoke with in order to provide coaching.
  

  While they did confirm that passes can be shipped directly to guests, **** also clarified that passes can be reloaded to old pass cards/numbers. As a part of their green initiative, if a guest purchases the same pass product as theyve had in previous seasons that new pass will be loaded on to an existing pass number to avoid creating more plastic waste. Additionally,guests also have the new option to access their pass through the MyEpic app which was launched during the 23/24 season. If a guest wishes to have a physical pass card, they do have the option to add a $4.95 shipping fee to their purchase. In the event that pass does not arrive in the mail prior to their planned trip, guests are also welcome to have their pass printed at the resort by visiting a ticket window or pass office.
  

  Although **** truly understands your frustration, they did conclude that they cannot refund your familys passes. Epic pass products are non-refundable unless a refund is approved through Epic Coverage for a qualifying personal event. These terms and conditions are presented in the pass purchase policy which guests agree to at the time they complete their purchase.You are welcome to review these details for your records by visiting ******************************************************.
  

  We regret that we are unable to assist with you request for a refund however, **** cannot cancel your familys passes or return the funds.As we previously stated, **** apologizes for the confusion and for your continued frustrations. At this time, your familys passes are still linked to their existing pass cards. If you would still like to have them mailed to your home **** will submit that request with urgency. They hope that this new information may allow your husband and daughter another chance to enjoy the remainder of the season and they wish you all the best as you move forward.
  

  Sincerely,
  ******

• Initial Complaint

  Date:02/03/2024

  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.

  After lots of unnecessary exchanges I was finally granted an Epic Coverage Personal Event Refund after losing my job and having to relocate ***** miles away from a **** resort. Sedgwick (refund company) sent me back a check for the initial $49 deposit. However, **** then charged me the remaining $860 on my credit card months after the refund was confirmed. Now after 4 months of trying to get them to remove the charge or refund the money, Ive only heard from ******** that they still cant process the refund due to "not received the updated pass information needed to issue your remaining refund. I can confirm the request was sent to **** however our system still shows the deposit.. This has been a painful process and **** customer service is greatly lacking. I just want to receive my refund back please. Thank you.Guest Name: ************************* Incident Date: 08/03/2023 Sedgwick Refund Request Num: M23A195398

  Business Response

  Date: 02/19/2024

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

  We have received your complaint regarding your 23/24 Epic pass that you cancelled. A refund was approved through Epic Coverage however,you have only received a refund of the initial $49 down payment. **** Resorts then charged the remaining balance of $860 at a later date and that amount has yet to be refunded to you.
  

  We appreciate you taking the time to reach out provide the details of your situation. **** Resorts is aware of your complaint and they are truly sorry for the delay in processing your refund. They absolutely respect your position and your feedback as a valued guest.
  

  Upon review of your account, **** ******************** confirmed that they did approve the refund of the remaining $860 balance. Their records confirm that the refund was approved on February 8th and that ******** was alerted to process the refund. They have sent a check to your address on file. If you have not received your refund in the mail yet please reach out to ******** directly.
  

  We are glad that **** Resorts was able to resolve your concerns prior to intervention from the Better Business Bureau. If you have any other concerns or feedback, **** welcomes any additional comments. They truly appreciate your patience throughout this process and wish you the best as you relocate and move forward.
  

  Sincerely,
  ******

• Initial Complaint

  Date:02/02/2024

  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.

  Hi team,I hope this note finds you well. My in-law family owned property at Keystone and has been skiing at the mountain for probably 40 years. My family has been coming there with my in-laws for about 5 years now and we love it. Keystone is a very special to me and my family.I am looking to connect with someone in management who can help me get refunded for $2356 in ******s that were properly canceled by me but not correctly refunded to my bank (I think the staff got confused by the number of cancelations). It looks like based on below that the management at ********** is not able to assist with this despite being incredibly helpful in person in past visits when I've visited the office in person. I live in **********, so popping over to the customer service window is not an option. Please let me know who I can work with to resolve my concerns. Hi ******,Thank you for your time. I have talked numerous times with my bank. Is there a Sr. ******* or Director that I can work closely with on a resolution? There are still a number of outstanding refunds due that we need to find a solution for. I understand that this is out of your purview, but I would like to be connected to someone in Keystone management who is able to assist with my concerns. I have experienced the ability to process refunds in-person outside of the season as last season when I stopped by the ticket window in February 2023 I was able to get an incorrect charge on my father in-laws account refunded for him and taken care of which was from February 2022, so this should not be any different and would not explain why the refunds were not correctly processed to begin with given the amount of documentation showing this. To summarize:Ski ******s 2/17/22 I booked a Ski PM day ****** for *********************************, Ski day PM 3-4 y/o ****** for **************************************, and Ski all-day 5-6 y/o ****** for ****************************************. I canceled these ******s all at the same time (attached). ******************************************** ****** was correctly refunded (attached) but ************************************* ($231) and ****************************************** ($194) were NOT correctly processed and refunded. These were all canceled together at the same time, if one was processed, the others should have been processed as well.Ski ******s 2/20 & 2/21/22 I booked Ski day ******s for *********************************. I canceled both of these ******s at the same time. ************************************* ****** for 2/20 was correctly processed and refunded (attached) but the 2/21 ****** ($256) was NOT correctly processed and refunded. These two ******s were canceled together at the same time, if one was processed, the other should have been processed as well. Snowboard ******s 2/21/22 I booked a Snowboard day AM ****** for ********************************* for 2/21 but on 2/20 I was clipped by an uphill skier on Upper Frenchman and broke my wrist. I canceled this ****** but do not see a refund showing on my credit card for ($256). I physically walked into the office with my broken wrist (after visiting the medical center at the bottom of the mountain can send a copy of my bill if helpful) and was told my ******s were canceled on the spot and taken care of I still have not received a refund. Snowboard and ski ******s 2/20/23 I booked a snowboard all-day ****** for *********************************, ski all-day ****** for **************************************, and ski all-day ****** for ****************************************. I canceled all 3 of these ******s at the same time as canceling other ******s, confirming both over email and via phone (attached). Other ******s were correctly refunded, but the 2/20/23 ******s ********'s ($311), ****'s ($462.25), and *****'s ($382.25) were not processed as refunded. If one was processed, the others should have been processed as well.Charges on 2/23/2023 in the amount of ($132) and ($132). We were not even in Keystone on this date.I am currently out $2356 in charges/payment for services I never received and were canceled in 2022 and 2023, let's discuss how we can work together with my bank to get this credited back to my account.

  Business Response

  Date: 02/20/2024

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

  We have received your complaint regarding your continued struggle resolving refund requests for ******s from previous seasons. You indicate that you have reached out to **** Resorts and Keystone resort in order to process these refunds which you state were cancelled within a timely manner but have not yet been able to speak with a manager.
  

  We appreciate you taking the time to reach out and provide the extensive details of your situation. **** Resorts is aware of your complaint and they sincerely apologize for your frustrations. They greatly respect your position and your feedback as a valued guest.
  

  Vails corporate office has reached out to Keystones management team and requested all information they are able to provide about your familys past ****** orders. They are still waiting for the details but assure that they will provide an update as soon as they are able. They welcome you to keep this channel of communication open by rejecting this response and keeping the complaint open. You are also welcome to reach out to Keystone directly either over phone or through email; they will absolutely respond as quickly as they are able.
  

  **** Resorts regrets that they are unable to resolve your request at this moment but they will follow through on your concerns to the best of their ability. They hope to have updates shortly and truly appreciate your continued patience as they work with their team at Keystone resort.
  

  Sincerely,
  ******

  Customer Answer

  Date: 02/20/2024

   
  Complaint: 21240023
  
  I am rejecting this response because the issue is not yet resolved. Thank you. I have reached out to ***************** multiple times and they were not willing to assist in the matter. They told me to take the issue up with my bank. They were not willing to review my account with me. They treated me as if I were trying to retroactively ask for refunds from prior seasons and clearly stated that they could no longer assist with prior seasons. That is indeed not the case. The seasons in which the refunds were not properly processed were COVID seasons in which there was a lot of chaos, confusion, and Keystone lessons being short staffed. I have all of the documentation to show that all lessons were properly canceled in a timely fashion but only some of the lessons were properly refunded which I believe was just an oversight of the staff at the time. I look forward to receiving my refund.

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

  Business Response

  Date: 02/28/2024

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

  Thank you for your continued patience while we elevated your case further and followed up with Keystone Resort. **** Resorts truly appreciates how understanding you have been in this matter and they apologize that a resolution has taken so long.
  

  We were able to communicate with the management team at Keystone and provided the email copies and information you included so that they would be able to review all the refund requests. Management did confirm that they processed refunds of lessons (both adult and childrens lessons) for February 20th, 2023. The total refund amount is $1,155.50 and was issued back to the original forms of payment. Unfortunately, they confirmed that these were the only lessons they would be able to refund. Any lessons or lift tickets from years prior to that date will not be refunded.

  **** Resorts absolutely does understand your position and they regret that they cannot assist any further with your request. Feedback regarding your situation and your experience has been passed along to their senior leadership team and they sincerely apologize. If you have any additional questions please direct them to Keystone resort directly however, they did confirm that they will not be issuing any additional refunds. **** wishes you and your family all the best as you move forward.
  

  Sincerely,
  ******

  Customer Answer

  Date: 03/06/2024

  Hello, can you please help me understand why my response was not included? Is it possible to reopen so I may respond to the business? It looks like my previous response was not recorded. This matter is not yet resolved. Thank you.

• Initial Complaint

  Date:01/31/2024

  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 told by an Epic Pass representative at **** Resorts that my pass would be refundable if I lost my job. However, when I lost my job and filed for a refund, I was told by the claims processor used by **** Resorts that I was outside of a 30 day reporting period (I lost my job in late November and was hoping to have found a new one before the end of the ski season). The sales representative with whom I spoke made no mention of a 30 day reporting period, which feels very deceptive to me.

  Business Response

  Date: 02/16/2024

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

  We have received your complaint regarding your denied refund request for your Epic Pass. You unfortunately lost your job and upon speaking with a representative at **** Resorts you were told you would be eligible for a refund. However, your request was denied citing your request was submitted outside of the accepted time frame which you were not informed of at the time you spoke with the representative.
  

  We appreciate you taking the time to reach out and 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 ongoing frustrations. They greatly respect your position and your feedback as a valued guest.
  

  **** certainly understands your concerns and they assure that they will reach out to the representative you spoke with to provide coaching. Although they sympathize with you, **** did confirm that their pass products are non-refundable unless a refund is approved through Epic Coverage.The Epic Coverage policy is included with all pass products purchased for the 23/24 season and allows guests to request a refund for their unused pass if they experience a qualifying personal event. While job loss is listed as a qualifying event there are eligibility requirements that must be met in order for a request to be approved. Per the terms and conditions, requests must be submitted within 30 days of termination. This information is published on epicpass.com and you are welcome to review these details for your records by visiting ******************************************************.
  

  We regret that we are unable to assist with your refund request however, ***** current policies do indicate that passes are non-refundable unless approved through Epic Coverage. **** truly does appreciate your feedback and assure that they will pass your comments along to their leadership team as they continue to review their current policies and procedures.You are welcome to appeal your denied request if you have any additional information to provide and/or if you determine you have another qualifying event. If you do choose to appeal the initial decision **** hopes that it works out to a more positive outcome. They wish you luck as you continue your job search and as you continue to move forward.
  

  Sincerely,
  ******

• Initial Complaint

  Date:01/30/2024

  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.

  I bought their epic pass and went for ski last weekend. The condition was horrible. They didn't open their lift until around 10, and I had to wait for 2 hrs to get on the first lift of the day. I called the customer service and they told me I decided to stay so it's my problem. The agents are super rude. When I asked one of them to get me the supervisor, she hang off on me. I talked to 4 different people but all they were telling me is that oh there was no support on our end.

  Business Response

  Date: 02/16/2024

  Hello, Ms. ****************** have received your complaint which states that you purchased an Epic pass and attempted to use it in January ****. Unfortunately the resort you visited had a late opening which resulted in you waiting two hours for the lifts to start running. You reached out to **** Resorts regarding your experience but were told that you would not receive a refund for your pass. You requested to speak with a supervisor but were unable to and have not yet come to a resolution.
  

  We appreciate you taking the time to reach out and provide the details of your situation. **** Resorts is aware of your complaint and they are truly sorry to hear about your unfortunate experience. They greatly respect your position and your feedback as a valued guest.
  

  Although they certainly understand your concerns and they sympathize with you, **** did confirm that their Epic pass products are non-refundable unless a refund is approved through Epic Coverage. All pass products purchased for the 23/24 season include Epic Coverage which allows guests to request a refund for their unused/ partially used pass if they experience a qualifying personal event. While delayed hours and weather related closures are not refund eligible events, the Epic Coverage terms and conditions do include a list of events that do qualify. You can review this information by visiting ********************************************************* you feel that you have a qualifying event, you are welcome to submit your request by calling ************** or by submitting an online form on epicpass.com.
  

  We regret that we are unable to assist with your request for a refund of your pass. As we said, **** Resorts is truly sorry to hear about your experience and they will absolutely pass your comments along to the appropriate teams. Their leadership appreciates your feedback and they assure that they will reflect on it as they continue to review their current policies and procedures. If you do choose to pursue a refund through Epic Coverage, **** hopes that it works out to a positive outcome and they wish you the best as you move forward.
  

  Sincerely,
  ******

  Business Response

  Date: 02/16/2024

  Hello, Ms. ****************** have received your complaint which states that you purchased an Epic pass and attempted to use it in January ****. Unfortunately the resort you visited had a late opening which resulted in you waiting two hours for the lifts to start running. You reached out to **** Resorts regarding your experience but were told that you would not receive a refund for your pass. You requested to speak with a supervisor but were unable to and have not yet come to a resolution.
  

  We appreciate you taking the time to reach out and provide the details of your situation. **** Resorts is aware of your complaint and they are truly sorry to hear about your unfortunate experience. They greatly respect your position and your feedback as a valued guest.
  

  Although they certainly understand your concerns and they sympathize with you, **** did confirm that their Epic pass products are non-refundable unless a refund is approved through Epic Coverage. All pass products purchased for the 23/24 season include Epic Coverage which allows guests to request a refund for their unused/ partially used pass if they experience a qualifying personal event. While delayed hours and weather related closures are not refund eligible events, the Epic Coverage terms and conditions do include a list of events that do qualify. You can review this information by visiting ********************************************************* you feel that you have a qualifying event, you are welcome to submit your request by calling ************** or by submitting an online form on epicpass.com.
  

  We regret that we are unable to assist with your request for a refund of your pass. As we said, **** Resorts is truly sorry to hear about your experience and they will absolutely pass your comments along to the appropriate teams. Their leadership appreciates your feedback and they assure that they will reflect on it as they continue to review their current policies and procedures. If you do choose to pursue a refund through Epic Coverage, **** hopes that it works out to a positive outcome and they wish you the best as you move forward.
  

  Sincerely,
  ******

  Customer Answer

  Date: 02/16/2024

   
  Complaint: 21223418
  
  I am rejecting this response because: I understand the policy and rules. But my bad experience is more due to the managment than the wether. One the same day, my friends who where skiing in other mountain close by did not have the same trouble waiting in line or have most of the lift closed. At the same time, MT snow themselves were refunding the tickets which were bought throught them directly. This means they accept the issue one their end. I beleived it is unfair that we do not get the same treatment just becasue we have a pass rather than buying the ticket through the resort. 
  
  Sincerely,
  
  Jianing ****

• Initial Complaint

  Date:01/29/2024

  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.

  We visited **** between 11/19/2023 and 11/22/2023. We purchased one full day training course on 11/20/2023 and one day Epic pass for 11/21/2023. This is our first time ski experience. After the whole day training of 11/20/2023, my son's right shin was really hurt and showed bruise. He even could not jump or run. As parent, we decided not go ski next day(11/21/2023) in order to prevent the injury from getting worse. We called ********** center to request a refund on 11/20/2023 evening. After couple days, we received emails requesting for the physician statement. Unfortunately, we didn't send our son to see doctor that time. I replied email with the explaination, but after few days, the same emails received again, requesting for the physician statement. It is like talking to a robot, and receive the same answer again and again.I kindly request **** Report's understanding and consideration, I would sincerely appreciate any flexibility or alternative consideration regarding the refund process. I assure of genuineness of my refund request and remain hopeful for a favorable resolution.

  Business Response

  Date: 02/15/2024

  Hello, ********,
  

  We have received your complaint which states that you purchased Epic Day passes and booked lessons for your family in November 2023.Unfortunately, after your lessons your son discovered bruising on his legs and injury prevented him from being able to use his pass. You requested a refund of your familys unused passes through Epic Coverage but were told that they needed documentation from a physician supporting your sons inability to use his pass. You did not have any documentation and attempted to explain to ******** but they told you that your request would be denied without the necessary documents.
  

  We appreciate you taking the time to reach out and provide the details of your situation. **** 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.
  

  **** certainly understands your concerns and they are sorry to hear that your trip was cut short due to your sons injury. Although they are sympathetic, **** did confirm that they pass products are non-refundable unless a refund is approved through Epic Coverage. The Epic Coverage policy is published on their website epicpass.com and includes a list of qualifying personal events as well as the eligibility requirements for each. As you are aware, personal injury is included as a qualifying event however, guests are required to provide supporting documentation with a physicians signature indicating their inability to use their pass for an extended period of time. You are welcome to review these terms and conditions for your records by visiting ******************************************************.
  

  We regret that we are unable to assist with you request however, Vails policy does state that Epic passes are non-refundable unless a refund is approved through Epic Coverage. While ******** is also very sympathetic to your situation, they do have the authority to deny any refund requests that are not complete per the Epic Coverage terms and conditions. **** would like to remind you that Epic Day passes are valid throughout the entire season and provide access to multiple resorts and they urge you to look into possibly using your pass at another time. They assure that they will absolutely pass your comments along to their leadership team as they continue to review their current policies and procedures. **** hopes that your son makes a full recovery from his injury and they wish you and your family all the best as you move forward.
  

  Sincerely,
  ***********;

  Customer Answer

  Date: 02/15/2024

   
  Complaint: 21216139
  
  I am rejecting this response because:

   

  I understand it needs signed document to show inability to use the day pass. However, is there a way **** can refund at least my sons day pass? I assure you of genuineness of my request and remain hopeful for a favorable resolution
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:01/27/2024

  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.

  On Jan 19, **** I paid for a lift ticket to go ski at the whitetail resort in PA. When I go to the resort it was impossible to ski because overwhelm with people. Waited four hours to get there and ***** to get the pass that I paid online. I decide to return home. I've been tried to call their customer service to get a refund or change the date but their number is not working. I went back to the resort to get a new ticket and use it the same day but I was advise that the ticket expired!I think is unfair that they don't have customer service and they can't refund a ticket. So if you can't use a ticket you'll loose the money. That's $100 ticket, that's a lot of money!

  Business Response

  Date: 02/13/2024

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

  We have received your complaint regarding your unused lift ticket for Whitetail Resort. It took hours to get to the resort and once you arrived your determined it was too busy on the slopes to enjoy your time. You ultimately left and state that you had reached out in order to change the date of your ticket but the number you were provided did not work. Once you were able to speak with a representative you were informed that your ticket had expired and therefore they could not change the date or refund the unused ticket.
  

  We appreciate you taking the time to reach out and provide the details of your situation. **** 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.
  

  While **** is truly sorry to hear that your trip was cut short due to volume at their resort, they did confirm that lift tickets do have an expiration date. Although lift tickets are refundable, their policy states that tickets can only be refunded up until 5 PM MST on the expiration date.This is posted on each resorts website with a contact phone number and email address in order to provide their guests with multiple communication options. Unfortunately,**** Resorts does not have any record of your phone calls or contact prior to January 27th and their records indicate your lift ticket expired on January 23rd.  However, if you have supporting evidence showing the dates that you initially reached out and/or the phone number that you attempted to contact they would be happy to investigate further.
  

  We regret that we are unable to assist with your request for a refund of your unused lift ticket. Unfortunately, per Vails standing policy,lift tickets do expire and once the expiration date has passed they cannot be refunded or changed. **** certainly appreciate the feedback you have provided and assure that your comments will be passed along to their leadership team.They urge you to review your call logs and records and will gladly investigate further if you are able to provide documentation showing your call history as long as it aligns with their refund policy timeline. They wish you all the best as you move forward and hope that you may be able to enjoy the winter season elsewhere if you choose.
  

  Sincerely,
  ******