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.

close

Find a Location

Vail Resorts Management Company has 18 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Vail Resorts Management Company

  390 Interlocken Cres Ste 1000 Broomfield, CO 80021-8056

• 

  Vail Resorts Management Company

  PO Box 8329 Breckenridge, CO 80424-8329

• 

  Vail Resorts Management Company

  Po Box 5808 Dillon, CO 80435-7997

• 

  Austria Haus

  242 E Meadow Dr Vail, CO 81657

• 

  Vail Resorts Management Company

  PO Box 567 Weston, MO 64098-0567

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:01/12/2024

  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.

  I purchased the epic pass for this current season September of last year. they sold me the wrong day pass. instead of the normal day pass I was sold the adaptive pass for persons with conditions, that requires the submission of medical documentation. I was not notified of this at the time of purchase so I was unable to identify and resolve the mistake at the time of purchase. I called them to discuss the error and they stated they were unable to correct the pass at the discounted price it was bought and that I would have to pay the ridiculously current prices which is more than I purchased the price for.I discussed with their customer support and they said they couldn't do anything immediately and

  Business Response

  Date: 01/28/2024

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

  We have received your complaint which states that you purchased an Epic pass in September 2023 however, you later discovered that instead of a full Epic pass you had purchased an Adaptive pass which required verification to use. You asked to change your pass and requested that **** Resorts honor the price of the correct pass at the time you initially completed your purchase but they informed you that they would not be able to upgrade at the earlier pricing. Due to the miscommunication and confusion caused by this mix-up, you are requesting the earlier pricing or a refund of the pass you will not be able to use.
  

  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 sincerely respect your position and your feedback as a valued guest.
  

  **** absolutely understands your concerns and they truly regret that the pass product you purchased in September was not fully explained at that time. They assure that they will reach out to their team members to provide coaching and ensure that all representatives are fully aware of the difference between Adaptive pass products and regular Epic pass products.However, although they understand your frustrations, Vails leadership team did review your case and provided the following response:
  

  It is our understanding that **************** purchased an adaptive pass knowing he did not qualify for the product. This pass is reserved for guests who are disabled and we do require verification to use the product.We are happy to move him to a non- adaptive product that does not require a disability to be eligible to use. Our season passes are non-refundable and non-transferable except when there is a qualifying event covered by Epic Coverage. For this reason, we are unable to refund this season pass.
  

  We regret that we are unable to assist with your request for a refund but, per Vails standing policies, Epic passes are non-refundable unless a refund is approved through Epic Coverage. Additionally, **** clarified that all upgrades are processed based on the price of the pass product at the time the upgrade request is received. Pass prices do increase periodically throughout the year leading up to the start of the winter season. They are happy to assist you with upgrading your pass so that you are able to enjoy the slopes however, the upgrade will be processed based on the most current pass pricing which did increase after your initial purchase. They look forward to hearing from you and wish you all the best.

  Sincerely,

  ******

  Customer Answer

  Date: 01/28/2024

   
  Complaint: 21136602
  
  I am rejecting this response because: they are mischaracterizing my purchase by stating that I knew at the time that the pass was different from the regular pass and was for disabled guests. there is no logical reason to buy a special pass for disabled customers that I am unable to use and has caused massive headaches trying to sort the issue out. If I had known at the time that this was not the regular pass I would not have purchased it instead of a normal pass. The company has sold me a product that I am ineligble to use and is now refusing to refund my money, or fix what was a clerical error because there website sold me the wrong product. As far as I am concerned this is equivalent to "theft/fraud".
  

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

• Initial Complaint

  Date:01/10/2024

  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.

  Due to covid, my family was not able to use the ski pass purchased specifically during Christmas vacation between December 23, 2023 to January 2, ****. We were advised by the phyisician to rest at home until symptoms resolve. Since we did not have any documentation, the business refuse to refund, reassign or roll over our ski pass. While contacting the business, the issue was handled by third party under the cover of "Sedgwick" which base in P.O. Box *****, *********, ** 44101-4729.I would like the business to either refund my money, or ***** me the two day passes for so I can enjoy the slope with my family. The multi titled Sedgwick/Epic Pass / **** Resort makes it difficult to achieve my goals and causes distrust in me. As a consumer I'd like to alert the public of its questionable business conduct.

  Business Response

  Date: 01/24/2024

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

  We have received your complaint which states that you purchased Epic passes for your family intending to use them over the Christmas holiday period. Unfortunately, due to Covid, your trip was cancelled and you were unable to use the passes. You submitted a refund request with **** Resorts but you were told that your passes were non-refundable and that they would not roll the passes over to the coming 24/25 winter season. At this time you are still requesting your money back or the ability to use the passes in the future.
  

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

  **** absolutely recognizes that there are many different factors that influence their guests ability to utilize their passes and they regret that your family was prevented from enjoying your time on the slopes.However, despite their understanding, **** advised that Epic pass products are non-refundable and they are non-transferable to another guest or another season. This is dictated in the pass purchase policy which is presented at the time guests complete their purchase. They confirmed that guests are required to acknowledge these terms and conditions before they are able to finalize the transaction. You are welcome to review this policy for your records by visiting ******************************************************.
  

  Although they are unable to approve a refund, **** also provided that all Epic pass products include Epic Coverage. As you are aware,the Epic Coverage policy allows guests to request a refund if they are unable to use their pass due to a qualifying personal event. These requests are handled by Vails partner company, Sedgwick. Per their records, **** confirmed that there is currently a pending Epic Coverage case with ******** for you and your family. Unfortunately, they do not have any additional details or information regarding your case. If you have questions or wish to appeal ********* decision you will need to speak with them directly. You can reach them via email or by calling **************.
  

  We regret that we are unable to assist with your request however, per Vails standing policies, Epic pass products are non-refundable and they cannot be rolled over from one season to another. As we said, **** certainly understands your frustrations and they are sorry that you did not get to enjoy your time on the slopes. They will pass your feedback and your comments along to their leadership team as they continue to review their current policies and procedures in order to improve their guests experience.**** strongly suggests you contact ******** with your current concerns and questions regarding your case and they hope that they will be able to resolve them. They wish you and your family the best as you continue to recover from Covid and wish you all the best as you move forward.
  

  Sincerely,
  ******

• Initial Complaint

  Date:01/10/2024

  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.

  I purchased three epic 2-day passes **********************98,18586423600) and specifically specified a facility and priority dates to get what they call "Epic coverage" because those would be the only days I would be in the area/able to go skiing. However, on those selected dates and selected facility, the resort was closed due to no fault of mine. Everything else was automatically refunded - my ski rentals, my ski lessons, my hotel reservation. However, Epic pass has refused to date to provide a refund. It was literally impossible to go skiing on the selected days at the SPECIFIED resort and days. I am requesting a full refund for these 3 passes.

  Customer Answer

  Date: 01/12/2024

  As the passes have a limited usability timeframe (and this process appears to take weeks), I guess I have no choice to end up using the passes in some other way and withdraw this request (otherwise, they will truly become unusable).

   

  This is not desired and unfortunate - but since a speedy response does not seem possible from the company (based upon other complaints shown on your site), I guess I have no choice.

  Business Response

  Date: 01/29/2024

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

  We have received your complaint which states that you purchased three Epic day passes for the 23/24 season. You intended to use them on specific dates however, the resort you planned to visit was unfortunately closed at that time. You submitted a refund request citing those dates which had been specified as priority dates under Epic Coverage but were told that your passes were non-refundable.
  

  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 your continued frustrations. They greatly respect your position and your feedback as a valued guest.
  

  **** absolutely understands your concerns and they regret any confusion regarding their Epic Coverage policy. As you are aware, all pass products include Epic Coverage which provides refunds to guests who are unable to use their passes due to a qualifying personal event and/or a qualifying resort closure event. The Epic Coverage policy terms and conditions detail the types of events that are eligible for refunds. While certain events such as war, natural disaster, and disease are refund eligible events, resort closure due to weather and wind does not qualify for a refund. You are welcome to review these terms and conditions for your records by visiting ******************************************************.
  

  Additionally, guests also have the option to choose priority days or core season while personalizing their Epic Coverage elections.Priority day coverage indicates that guests are able to request a refund if their resort is closed due to a qualifying closure event over those specific dates. As we indicated, unfortunately weather related closures do not qualify for a refund regardless of priority days. **** truly does apologize that this was not clearly explained to you at the time you made your Epic Coverage elections.
  

  We regret that we are unable to assist any further with your request for a refund of your unused Epic passes. However, per Vails standing policies, weather related resort closures are not eligible for refunds under the Epic Coverage policy. **** sincerely appreciates your comments and they assure that they will pass along your feedback to their leadership team as they continue to review their current policies and procedures. They would like to remind you that Epic passes are valid at multiple resorts throughout the season and urge you to investigate whether you may be able to use them at another time or another resort. **** wishes you and your family all the best as you move forward and hope you may be able to enjoy remainder of the 23/24 season.
  

  Sincerely,
  ******

  Customer Answer

  Date: 01/29/2024

   
  Complaint: 21115028
  
  I am rejecting this response because: It fails to address anything or address any changes to the communication or policy

  As can be seen from this response, it is obvious that this company clearly places profits over customer service.  I guess that is why their BBB score is so low!
  
  So what good is specifying a resort and dates as guaranteed days for a refund ("Epic Protection Coverage") - when they don't provide a refund? Their website says things like "Epic Coverage provides refunds for personal injury, job loss, or resort closures."    
  
  Oh, they'll provide a refund should a terrorist should launch a nuclear device to the small town where the resort is in ************ on that day.  That of course is very likely to happen - NOT!   But if they decode to close for a common reason - like they have no snow - that is not covered!   WOW - what a scam coverage.   
  
  VailResorts buries in their lengthy & confusing agreement that they can close a resort for any reason, and ruin your travel plans for basically any reason they desire except for a few exceptions.  And we can't go on a different weekend due to school schedules.
  
  This scam guarantee should be illegal.  And basically if I bought a ski lift ticket I would have been refunded (which is my advice to anybody reading this - DO NOT buy an Epic pass unless you want to lose money).  I hope everybody sees these comments and all the problems numerous consumers have had with this company and goes to other non-**** Resorts Management locations.  Maybe if they start losing business with their unfair practices, maybe that will cause them to change their ways.   Until then - they've lost my business - I'll go to to a non-**** Resorts location next year - that's for sure!  I recommend everybody reading this do the same!

   

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

• Initial Complaint

  Date:12/28/2023

  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 have filed multiple requests for a refund with the Vail Resorts Management Company. My son had a qualifying event (personal injury/torn ACL), which prevented him from using his season pass this year. I have submitted all forms of required proof of injury, including:- A signed physician statement for your personal illness or injury that includes date of the diagnosis - A signed physician statement for your personal illness or injury that includes a confirmation of the diagnosis - A signed physician statement for your personal illness or injury that includes the treatment dates - A signed physician statement for your personal illness or injury that includes physician instructions I have uploaded these documents to the portal located at *********************************** I have also emailed them to ************************* Each time I upload or email the requested documents, I get an email back saying that nothing has been received in spite of the fact that the website gives a notification saying that my documents have been uploaded successfully.This is clearly an attempt by the Vail Resorts Management Company to make it incredibly hard for customers, even those with qualifying events, to get refunds. I hope somone files a class action lawsuit against this company.

  Business Response

  Date: 01/15/2024

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

  We have received your complaint regarding your continued struggles seeking a refund for your familys Epic passes due to your sons injury. You provided all necessary documentation to support your request but have been told that ********, the company responsible for processing refund requests, have not received said documentation. You are concerned that **** Resorts will not provide a refund despite your legitimate case.
  

  We appreciate you taking the time to reach out and we sincerely apologize for our delayed response. **** Resorts is aware of your complaint and they certainly understands your concerns and frustrations. They greatly respect your position and your feedback as a valued guest.
  

  **** Resorts reached out to Sedgwick about your open case to request more information about what ******** needed in order to review your request in full. Upon speaking with them, ******** advised that they did in fact have the necessary documentation to review your case and fortunately, they also advised that they were able to approve the refunds for yourself and for your son. The refunds were issued via check on December 13th and sent to your address on file. If you have not received your refunds in the mail, or you have additional questions, please reach out to ******** directly.
  

  Although we regret our delayed response, we are glad that **** Resorts was able to resolve your concerns prior to the Better Business Bureau responding to your complaint. **** Resorts truly does respect your feedback and they will pass your comments along to their leadership team as they continue to review their current policies and procedures. They wish you and your family all the best and hope that your son continues to recover well.
  

  Sincerely,
  ******

• Initial Complaint

  Date:12/20/2023

  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 am filing a complaint against **** Resorts Management Corp, regarding an incident at Hunter Mt involving my kids, 21 & 17 yo. The central issue: wrongful *************************** of my 17 yo son's ski pass.This situation began with a claim of a photo mismatch on the pass. Despite renewing our Epic Pass membership annually for the past 4 years, we never received updated physical ski passes, the system encouraged us to use existing ski passes. It is unreasonable and unfair to expect my 17 yo son to resemble a 13 yo picture.Additionally, my underage son was criticized for not having a personal ID, even though he was accompanied by his adult sister, who provided her ID. The disregard of this verification is concerning.A staff member questioned my son about his bday & address. While confirming his bday, the staff member falsely claimed that the provided address was incorrect, contradicting our account, which correctly lists the address. I have provided a screenshot showing this accurate information to counter the false claim. This misrepresentation by the staff is alarming and unacceptable.Furthermore, the unprofessional behavior of this staff member, who bragged about confiscating more than 60 ski passes this season, exacerbates our concerns about the malicious intent to punish innocent members just to meet some sort of violators' quota. I am the parent of the kids, the resort staff called me, and I confirmed that they were my kids and that they went skiing during the incident. I was reassured that the question would be resolved, but contrary the ski pass was confiscated and deactivated shortly after. Given these events, we urgently request the reinstatement of my son's ski pass, especially considering our upcoming family ski trip to Mt Snow this Friday. Also, we are asking to investigate the malicious attempts to take advantage of legitimate members and the discriminatory behavior of the staff. A prompt and fair resolution to this matter is crucial.

  Business Response

  Date: 01/04/2024

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

  We have received your complaint which states that your sons Epic pass was revoked for fraud while visiting Hunter Mountain resort with his sister. The photo on his Epic pass is old and he was told that the mountain suspected fraudulent use because he did not resemble the boy in the photo.Additionally, they requested a photo ID which he did not have and was not able to provide. The resort contacted you, as his legal guardian, to confirm the information he provided and despite receiving confirmation from you they refuse to reinstate his pass. You have concerns regarding the way this situation has been handled and are now seeking assistance in reactivating his pass for a family trip that is coming up.
  

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

  Upon review of the information you provided, **** Resorts did reach out to Hunter mountain regarding this experience. They absolutely recognize the inconvenience this incident has caused your family and they certainly understand your frustrations. However, upon speaking with leadership at Hunter,**** has indicated that they will uphold the decision to revoke your sons pass for the remainder of the season. **** Resorts strives to provide the safest and best experience possible for their guests and they take the fraudulent use of passes very seriously. If you have continued concerns or questions regarding the details of this encounter, you are welcome to contact Hunter Mountain.

  We regret that we cannot assist with your concerns or reinstate your sons pass however, per the information provided by **** Resorts, his pass has will remain inactive for the remainder of the 23/24 season. **** has passed along your comments to their leadership team and provided additional feedback and coaching for their team at Hunter Mountain. Despite your unfortunate experience, **** hopes that your family will be able to enjoy your winter season. They truly wish you all the best as you move forward.
  

  Sincerely,
  ******

• Initial Complaint

  Date:12/20/2023

  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 11/29/23 I've purchased a Epic pass (ski pass) - **** Resorts company. On 12/19/23 I've arrived in ******** and went to skiing on one of their resorts. Upon getting on the mountain and trying to ski, I've found out I have a severe feet pain every time I'm trying to ski, making it an unbearable experience. I've barely managed to descend the mountain and contacted **** immediately to get a refund. Because I cannot ski anymore, a day after I've received email from **** where they rejecting my refund.I believe I should have my money back because I did not use the service, and **** resort advertise that passes have an insurance in case you're sick, have a job loss and etc. But they go out of their way to not give your money back

  Business Response

  Date: 01/04/2024

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

  We have received your complaint which indicates that you recently purchased an Epic pass for the 23/24 season. Unfortunately, upon your first day of the season, you discovered that you are unable to ski or use your pass due to chronic pain in your feet. You reached out to **** Resorts to cancel and refund your pass however your request was denied. As **** advertises that they include insurance with their passes, you believe you should receive a refund based on your circumstances.
  

  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 your continued frustrations. They greatly respect your position and your feedback as a valued guest.
  

  **** is truly sorry to hear that your time on the slopes was disrupted and they are sorry for your continued pain. As you indicated, Epic Coverage is included with all Epic pass products and allows guests to request a refund id they experience a qualifying event such as injury or illness which prevents them from using their pass. However, per the Epic Coverage terms and conditions, there are eligibility requirements that must be met in order for a request to be approved. These terms and conditions are published on Epics website and can be viewed by visiting ******************************************************.
  

  Although **** certainly understands your concerns, they did indicate that Epic pass products are non-refundable unless approved through Epic Coverage. This is indicated in the pass purchase policy which is presented at the time guests complete their purchase. Additionally, they confirmed that guests are obligated to acknowledge and agree to the terms and conditions of this policy as well before they are able to complete their purchase.
  

  We regret that we are unable to assist in your request to cancel your Epic pass but, due to Vails standing policies, we cannot approve a refund. **** will pass your comments along to their leadership team as they continue to review their current policies and procedures and assure that your feedback is sincerely respected. They certainly wish you the best as you move forward and hope that you may find a way to enjoy your winter season.
  

  Sincerely,
  ******

• Initial Complaint

  Date:12/11/2023

  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.

  I purchased Liberty pass snow passes through Epic Passes on November 15th, 2023. It is now December 11th, 2023 and I have yet to receive my Veteran and Dependent snow passes. The first time the passes werent sent to an old address even though my address was updated. The 2nd time, **** Resorts never sent out passes to the current address because the customer service representative indicated that I needed to verify that I was a veteran before the resort could send out my passes. However, when I logged into my epic pass account it indicated that I was already verified. Please keep in mind that I attempted to purchase passes in 2019 and due to ******* was never reimbursed my first passes. Unfortunately, I cant go directly to the ski resort to purchase snow passes because **** Resorts monopolizes the ski resorts so this isnt an option. My son and I plan to go to ******** on 12/29. If our passes are not expedited in a timely manner, I want a refund!

  Business Response

  Date: 12/28/2023

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

  We have received your complaint which states that you purchased two Liberty passes through **** Resorts for the 23/24 season. You made your purchase in November and have not yet received them in the mail. You intend to use your passes before the end of the year and despite reaching out to **** Resorts to request your passes be expedited to you, the passes are still in transit.
  

  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 frustrations. They greatly respect your position and your feedback as a valued guest.
  

  **** absolutely understands your concerns and they truly regret any miscommunication which has resulted your negative experience. Upon review of your account, **** did confirm that the passes purchased for yourself and for your son have been verified and new pass cards were printed and mailed to the address on file. However, if your pass cards do not arrive in the mail prior to your trip, **** also advised that you can always have them printed at the ticket window upon your first day at ******** Resort. If you do have the passes printed at the mountain, the pass cards sent in the mail will automatically be deactivated so that they will not be used fraudulently.
  

  We regret that we cannot assist with expediting the shipment of your passes but once they are passed along to the mail service for delivery,**** Resorts and the Better Business Bureau are unable to intervene. **** truly does respect your position and they will absolutely pass your feedback along to their leadership team as they continue to review their current policies and procedures. **** hopes that you and your son will be able to enjoy your season and they look forward to seeing you on the slopes soon.
  

  Sincerely,
  ******

  Customer Answer

  Date: 12/28/2023

   
  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,
  
  *********************

• Initial Complaint

  Date:12/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a long-term Epic Pass holder, managing four passes for my household. Historically, our season passes have been auto-renewed. However, in February 2023, due to my wife ************* injury, we decided not to renew her pass for the 2023-2024 season. I logged into my online account and turned off the auto-renewal option to ensure that her pass would not be renewed.Despite this action, on November 7, 2023, I received an email from Epic Pass stating an issue with charging the remaining balance for the season passes. Concerned, I checked with my credit card company and discovered that my **************** card ending in 2007 was charged $2,054 on October 17, 2023. This amount included an unauthorized payment for my wife's pass, which we had specifically opted out of renewing.Upon contacting Epic Pass, a representative informed me that, contrary to the indication in my online account, my wife's auto-renew option was still active. The representative also mentioned that I should have called Epic Pass after turning off the auto-renewal online, a requirement that was not stated on the Epic Pass website. As a result of this miscommunication and system discrepancy, an unauthorized charge was made. Herby I request:1. A full refund for my wife ************* 2023-2024 season pass, as it was charged without our authorization following our opting out of auto-renewal. 2. Clarification and correction of the discrepancy between the online account settings and the actual status of the auto-renewal option.3. An explanation regarding the lack of communication about the need to call Epic Pass after opting out of auto-renewal online.4. Assurance that such an error will not occur again in the future, with improvements made to both the online system and customer communication.

  Business Response

  Date: 12/21/2023

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

  We have received your complaint which states that you were charged for a 23/24 Epic pass for your wife despite having removed her from **** Resorts Auto Renew program early in the year. Upon seeing the charge for her pass you contacted **** in order to cancel her pass and refund the unauthorized charge however you were informed that she was not removed from Auto Renew and that they would not be able to refund her pass. You were under the impression that her pass was removed from the program as you had removed her through your online Epic account and you have new concerns regarding Vails communication to their guests regarding their passes and programs.
  

  We greatly 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 miscommunication which has resulted in your continued frustrations. They sincerely respect your position and your feedback as a valued guest.
  

  Upon review of your familys account, **** did confirm that your wifes pass has been refunded through their Epic Coverage program which was included with all pass products. They also indicated that their records show your wife was removed from Auto Renew on August 15th via your online account. Although you removed her from the program prior to final balances being charged, the deadline to opt out of Auto Renew for the 23/24 season was April 10th, 2023. They also provided that email reminders were sent to the email address on file beginning in March indicating which guests were enrolled in the program and dictated the cancellation deadline in order to allow guests time to cancel if they wished. Once the down payments are charged passes are no longer able to be cancelled or refunded as is advertised in Vails pass purchase and Auto Renew policies. **** truly regrets that this was not clearly explained when you initially reached out with your concerns.
  

  Historically, guests were required to reach out to **** either through email or over the phone in order to cancel Auto Renew. However,this season they have introduced the ability to change enrollment status through guests online accounts. They certainly understand how this change may have caused confusion for you and other guests and they are sorry that it was not clearly stated via their website. They will absolutely pass along your feedback to their web design team as they work on improving their online platform.

  **** Resorts truly does regret your unfortunate experience and they assure that your comments will be passed along to their leadership team and coaching will be provided to their customer service team in order to prevent additional confusion and frustration for their guests. Although they were unable to resolve your request directly, **** is glad that your request for a refund of your wifes pass was ultimately approved and resolved through Epic Coverage. They certainly hope that you and your children are able to enjoy the remainder of this 23/24 season and they wish you all the best as you move forward.
  

  Sincerely,
  ******

• Initial Complaint

  Date:12/05/2023

  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.

  Purchased season passes for me and my daughter. We had to relocate and the passes we purchased can not be used in our region. We did not activate the passes. We did not use any of the services offered as part of the purchase agreement. Epic/**** Resorts refuses to refund us even though we have not used any of the services covered by the purchase.

  Business Response

  Date: 12/21/2023

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

  We have received your complaint which states that you purchased Epic passes for yourself and for your daughter that you can no longer use due to ************** you have not used these passes and will not have the ability to during the 23/24 season you are requesting a refund. However,despite the circumstances and information you provided to **** Resorts, they advised that they would not issue a refund.
  

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

  **** Resorts certainly understand your concerns but they did confirm that Epic pass products are non-refundable. This is indicated in the pass purchase policy which is presented at the time guests purchase a pass.They also provided that guests are obligated to acknowledge the terms and conditions of this policy in order to complete their purchase. You are welcome to review this policy for your records by visiting ******************************************************.
  

  Although they are unable to provide refunds per their standing policy, **** Resorts did advise that all passes purchased for the 23/24 season include Epic Coverage at no additional cost. Epic Coverage allows guests to submit a refund request if they are unable to use their Epic pass due to a qualifying personal event. Per their records, **** indicated that you have a pending case through Epic Coverage. Unfortunately, they are unable provide any updates regarding your current case however, you are welcome to contact ******** directly with any questions you may have.
  

  We regret that we are unable to resolve your request at this moment. However, per Vails current policies, Epic passes are non-refundable unless a refund is approved through Epic Coverage. **** certainly hopes that your Epic Coverage case works out to a positive outcome and they wish you and your daughter the best as you move forward and onto new places.
  

  Sincerely,
  ******

• Initial Complaint

  Date:12/04/2023

  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 sustained and injury in *********** last Aug and was unable to use the pass last year and did not know I was signed for auto renewal this year. I suffered a catastrophic injury of a broken femur/patella/tibial plateaus/wrist/femoral artery. All issues that clearly point to me not be able to possibly every snowboard again. I have filled complaints and refunds with the vail conglomerate and associated agencies but they do not help me with my issue. I'm looking for a refund on last years/this years pass as I didn't make it and won't make it to the mtn a single day. **** keeps asking for new doctors notes which I cannot provide bc I don't live in *********** and the attending Doc/Surgeon is impossible to contact. I've submitted a ton of paperwork ranging from x rays to doctors notes on the accident but have gotten no help. Looking to maybe work with the BBB team to solve this issue. Would just like a refund for the passes which I was not able to use: Currently in a hospital bed awaiting surgery, will need some time to dig up photos of documents. If I receive and email back I can forward what I've already sent to the ****/epic team. Look forward to resolving this isssue was charged $470/pass

  Business Response

  Date: 12/21/2023

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

  We have received your complaint which states that you were unable to use your 22/23 Epic pass due to an injury you sustained last August 2022. Additionally, your pass has been renewed for the 23/24 season through **** Resorts Auto Renew program despite the fact that you did not use your pass last season and you will not be able to use it for the current season. You have submitted a refund request through Epic Coverage however your request was denied citing missing documentation from the physician you saw while in ***********. You are unable to get in touch with that physician but have provided documentation from additional physicians that you have seen in the U.S.
  

  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 as you continue to recover.They sincerely respect you position and your feedback as a valued guest.
  

  Although **** is sorry to hear about you injury,unfortunately they are unable to provide a refund of your pass as all Epic pass products are non-refundable. This is outlined in the pass purchase policy which is published on epicpass.com along with the Epic Coverage policy. As you are aware, Epic Coverage is included with all Epic pass products purchased for the 23/24 season. While personal injury is listed as a qualifying event, there are eligibility requirements that must be met in order to approve a refund. Vails partner company ******** is responsible for reviewing all refund requests and they have the authority to approve or deny requests. **** has advised that they have reached out to ******** regarding your case to determine if they are able to reopen and review your request further. They ask that you keep this channel of communication open by rejecting this initial response.
  

  We regret that we are unable to resolve your request at this moment. However, we are confident that **** Resorts will be able to provide more information shortly. We hope that it works out to a positive outcome and look forward to providing an update as soon as possible.
  

  Sincerely,
  ******

  Business Response

  Date: 12/21/2023

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

  We have received your complaint which states that you were unable to use your 22/23 Epic pass due to an injury you sustained last August 2022. Additionally, your pass has been renewed for the 23/24 season through **** Resorts Auto Renew program despite the fact that you did not use your pass last season and you will not be able to use it for the current season. You have submitted a refund request through Epic Coverage however your request was denied citing missing documentation from the physician you saw while in ***********. You are unable to get in touch with that physician but have provided documentation from additional physicians that you have seen in the U.S.
  

  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 as you continue to recover.They sincerely respect you position and your feedback as a valued guest.
  

  Although **** is sorry to hear about you injury,unfortunately they are unable to provide a refund of your pass as all Epic pass products are non-refundable. This is outlined in the pass purchase policy which is published on epicpass.com along with the Epic Coverage policy. As you are aware, Epic Coverage is included with all Epic pass products purchased for the 23/24 season. While personal injury is listed as a qualifying event, there are eligibility requirements that must be met in order to approve a refund. Vails partner company ******** is responsible for reviewing all refund requests and they have the authority to approve or deny requests. **** has advised that they have reached out to ******** regarding your case to determine if they are able to reopen and review your request further. They ask that you keep this channel of communication open by rejecting this initial response.
  

  We regret that we are unable to resolve your request at this moment. However, we are confident that **** Resorts will be able to provide more information shortly. We hope that it works out to a positive outcome and look forward to providing an update as soon as possible.
  

  Sincerely,
  ******