Complaints

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

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  Vail Resorts Management Company

  390 Interlocken Cres Ste 1000 Broomfield, CO 80021-8056

• 

  Vail Resorts Management Company

  PO Box 8329 Breckenridge, CO 80424-8329

• 

  Vail Resorts Management Company

  Po Box 5808 Dillon, CO 80435-7997

• 

  Breckenridge Ski Resort

  1599 Ski Hill Rd, Breckenridge, CO 80424

• 

  Keystone Resort

  22869 US Highway 6 Keystone, CO 80435

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/01/2023

  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.

  Upon retiring my coworkers gave me a $500 gift card for **** resorts. Two days before the deadline for early rate season pass renewal I posted the gift card to my profile and removed the previous credit card. Somewhere in the two day period the value of the card was compromised and used for purchases online at Nordstrom's. When I discovered issue I called the customer service call center seeking help or contact. The call center was only interested in collecting alternate payment. I had the same result with chat system. I then went to email customer service. ******** replied after several days telling me service is important at **** and she would pass along my concerns. After several more days with no further response I reached out to ******** again who said the same thing but then went on to say "don't forget cybercrime happens" as if that somehow make my request go away. Then 3 days later I received at rate my service survey. Needless to say I did not respond favorably. I thought this response might generate a follow up; to date it has not. I have sent to letters to the address found on line, both have been returned undeliverable. I have also sent messages to midlevel leadership asking for help none of which have been replied to either. I have not bee able to locate any senior leadership email or direct contact details to use these channels

  Business Response

  Date: 12/14/2023

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

  We have received your complaint which indicates that you had uploaded a gift card worth $500 to your Epic pass account intending to use it to pay for your 23/24 Epic pass. Regrettably, that card was compromised which resulted in you having to pay for your pass using your credit card. You reached out to **** regarding your compromised card but they did not acknowledge your concerns and they were unable to elevate your case for further review.
  

  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 absolutely do respect your position and your feedback as a valued guest.
  

  **** certainly understands why you are concerned and they have advised that they are currently having their accounting team look into your case. While they cannot guarantee that they will be able to provide any information regarding your compromised card, they will provide whatever information their accounting team is able to uncover. They ask that you keep this channel of communication open by rejecting this response.
  

  We regret that we are not able to resolve your concerns at this time however, we are confident **** Resorts will elevate your situation to their leadership team in addition to their accounting team. They greatly appreciate your continued patience as they look into this matter further and truly wish you and your family the best while you continue to move forward.
  

  Sincerely,
  ******

  Customer Answer

  Date: 12/16/2023

   
  Complaint: 20946676
  
  I am rejecting this response because as noted in the reply from ****** at **** sports.  She asks that I reject her response to keep the channel of communication open.  I am doing so here hoping to hear back soon with a satisfactory resolution.  Thank you
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:11/30/2023

  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.

  When going to book our family vacation over the holidays I discovered that **** did not renew EPIC passes for my family members while renewing mine. They had designated that passes would be renewable as they had been for the past several years. When I called to inquire about the mix up, they stated that family members could no longer auto-renew and I needed to pay an increased price for the pass. The representative that I spoke with was not willing to discuss the issue or transfer me to someone who would listen and understand what had happened. They stated that I received a notification that the passes would no longer auto-renew, but when I checked, all I received was a receipt for my pass being renewed. If I had known that I needed to take action last April, I would have certainly done so.

  Business Response

  Date: 12/14/2023

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

  We have received your complaint which states that you believe you had enrolled your family in **** Resorts Auto Renew program for the 23/24 season. Unfortunately, only your pass was renewed and upon reaching out to **** Resorts they advised that they could not honor the Auto Renew pricing and you would have to pay the pass price at the time you reached out which was higher. **** was unable to investigate your concerns and were unable to provide an explanation regarding the issue.
  

  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.
  

  Upon review of your familys Epic pass account, **** advised that only your pass was enrolled in the Auto Renew program. This was done via their website at the time you purchased your familys passes for the 22/23 season; their records indicate this was on March 24, 2022. **** also clarified that each family member must be opted into the program, it does not apply to other family members if only the head of house enrolls their pass. They truly apologize if this was not clearly explained and for any additional confusion.
  

  **** also recognizes your concerns regarding their email communication sent out prior to Auto Renew being processed. They are aware that a handful of guests indicate that they were unable to locate any email reminders from the early season however, they can confirm that emails were sent out to all guests enrolled in the Auto Renew program. Regrettably, occasionally these emails are labeled spam or junk and filed as so before guests see them resulting in missed communication. They apologize if this happened to you and your family but they verified emails were sent to the email address on file.
  

  **** certainly understands your frustrations and regret that they are unable to honor your request. However, citing their records which indicate only your pass was enrolled in Auto Renew, they cannot honor the early season pricing for the passes or your family members. You are able to see their Auto Renew status through your online Epic account and you are able to opt into or opt out of the program as well. Although they cannot approve your request to honor the original pricing or offer a refund of the price difference, **** truly wishes you and your family the best and they hope that you are able to enjoy the winter season.
  

  Sincerely,
  ******

• Initial Complaint

  Date:11/27/2023

  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 purchased a 2-day Epic Pass from **** Resorts based on claims that their resorts located in Lake Tahoe would open on or around 11/17/23. I have a trip planned to the area from 12/1/23 thru 12/3/23 and was excited to be able to snowboard for two days. After I purchased the Epic Pass, which I was further convinced to do so before "prices go up", I followed the resort websites to track opening progress. All of their resorts pushed their opening dates, and then when they did open after Thanksgiving, only 2-3 runs out of 180+ runs were opened, and they were only beginner runs. I called and asked if more runs would be open and was told no, not anytime soon. I then called **** Resorts and requested a refund, as they advertised a service which they are not providing to me. They refused and said no refunds would be given, even though they cannot/will not provide the service which I purchased. They suggested that I use the passes at a later date this season, however I explained that is akin to buying passes to ***********, flying to *******, only to be told "we are closed, come back in a month and you can use the pass." I do not have the ability to fly back to Lake Tahoe, book a hotel, rent a car, and use the pass later. I paid for airline tickets, hotel stay, rental car, etc for 12/1 thru 12/3 based on the expectations set by **** Resorts on their website when I made the purchase. They have failed to meet their own expectations, yet want to keep my money.

  Business Response

  Date: 12/13/2023

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

  We have received your complaint which states that you purchased a 2-day Epic pass with plans to ********** Resorts Lake Tahoe resorts only to find out that opening dates were delayed and the resorts were only opening 2 or 3 beginner runs. Upon reaching out to **** you were told that the resorts would not be opening additional runs prior to your trip and after requesting a refund for the pass you will not be able to use you were told that it was non-refundable.
  

  We certainly understand your frustrations and **** Resorts apologizes for the difficulties you have faced.They recognize that the delayed opening of select resorts and limited number of slopes open did pose issues for guests that were looking forward to skiing in the early season.
  

  **** did indicate that they always hope to open resorts as early as they are able. Unfortunately, due to current weather conditions and less snowfall than expected, some opening days were pushed back. **** works thoroughly and enthusiastically to honor the initial opening dates posted on each resorts website however, they do assure that they also notate that these opening dates are subject to change as the early season is very dependent on weather and snow levels. Despite the inconvenience this may cause, refunds are not issued due to early season opening delays. Epic passes are non-refundable products unless a refund is approved through Epic Coverage.
  

  Epic Coverage is included with all Epic pass products that have been purchased for the 23/24 season. This policy provides reimbursement in the form of refunds for guests that experience a qualifying personal event and/or a qualifying resort event that prohibits them from using their pass throughout the season. As mentioned, delayed openings due to weather and/ or snow levels are not refund eligible events as outlined in the Epic Coverage terms and conditions. You are welcome to review this policy for your records here: **************************************************************.
  

  **** does understand that you purchased this pass with the intent to use it on a specific date. They apologize that you were unable to do so. Despite your initial trip being cancelled, **** provides that your Epic day pass products are valid for any one day throughout the 23/24 winter season. Your pass is also valid at 29 of Vails 34 owned resorts across multiple states and regions. They sincerely hope that you may find time to use your pass throughout the season.
  

  We regret that we cannot assist with your request for a refund. **** respects your position and they acknowledge the issues presented by their delayed openings. Unfortunately, per their standing policies, a refund cannot be approved for your Epic pass products. If you do choose to pursue a refund through Epic Coverage, **** Resorts hopes that it works out to a positive outcome. They wish you the best as you move forward.
  

  Sincerely,
  ******

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20922914
  
  I am rejecting this response because **** Resorts led me to believe that they would have a reasonable amount of runs open on "opening day". 1.4% of runs (and less than 0.1% of total run linear footage) is not reasonable to be considered open. The weather was not a factor for two reasons - 1) I went to Lake Tahoe for my trip and it was regularly in the mid-30's during the day and colder at night; and 2) They have full snow making capabilities. Not only were multiple sledding parks open and fully operational in Lake Tahoe during my visit, my local resort in Southern **********, Mountain High, was able to open 7 runs, including 3 blue runs, for opening day despite the temperatures being in the 50's during the day. They are not a multi-billion dollar company like ****, and they do not sit on a large lake full of endless water to use for snow making, yet they spent the money and made the effort to open a reasonable amount of runs (****% of runs) for their customers at the same time that **** Resorts claims they were unable.

  Finally, it is unreasonable to claim that I can use the passes later in the season. The nearest **** resort to me is 9+ hours away, and between airfare, hotel, and rental car needed to be there for two days will cost me over $1200. I already had pre-paid flights, hotel, and rental car provided by my company for our holiday Christmas party in Lake Tahoe, so it made sense to purchase passes to snowboard at the resorts which said they would be open. I can't afford $1200+ to use these passes, which I purchased based 100% on the information provided by **** Resorts. They misled me and did not met the reasonable expectation that they sent. If a ski resort in a far warmer climate, with a far smaller budget could blow snow and open ****% of runs for opening day, then mountain resorts in cold climates with multi billion dollars in assets can blow snow and open more than 1.4% of runs. The math doesn't lie - **** Resorts is guilty of a classic bait and switch, and has stolen my money in the process. Why can't they conduct honest business? My experience has been the opposite of epic, as their advertising claimed I would have.

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

• Initial Complaint

  Date:11/24/2023

  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.

  Over the summer I purchased Epic season passes for me and my family, including my youngest son who is 6. Im now planning my ski vacations to mount snow and am finding that passes for 6 and under are FREE. So I was sold a season pass for someone who can ski for free at the mountains we ski at. Id like a refund of my purchase price for his pass of $302.Ive contacted Epic customer support who are not equipped to assist with this type of issue.

  Business Response

  Date: 12/12/2023

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

  We have received your complaint which states that you purchased an Epic pass for your six year old son believing he would need it to join your family on the slopes. However, you later discovered that the resort you intend to visit, Mount Snow, allows children six and under to ski for free.You have contacted **** Resorts to request a refund of his pass but they advised they would not be able to approve a refund.
  

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

  **** certainly understands your position regarding your sons unnecessary pass. Regrettably, Epic pass products are non-refundable. Although your family only intends to visit Mount Snow, Epic pass products provide season long access to multiple resorts which ultimately makes them non-refundable.This is addressed in the pass purchase policy which is presented and agreed to at the time all guests purchase their pass. They confirmed that guests are unable to complete their purchase without acknowledging this policy.
  

  Although they cannot provide a refund of his pass, **** provided that they have included Epic Coverage with all Epic pass products purchased for the 23/24 season. The Epic Coverage policy allows guests to request a refund for their pass is they experience a qualifying event which prevents them from using that pass. You are welcome to review these terms and conditions, as well as the details of the pass purchase policy, by visiting ***************************************************************** you determine that you have a qualifying event, you can submit your refund request by calling ************** or by submitting an online form on epicpass.com.
  

  We regret that we cannot assist with your request for a refund of your sons pass. However, per Vails standing policies, pass products are non-refundable unless a refund is approved through Epic Coverage. **** will absolutely pass your comments along to their leadership team as they continue to review their current policies and procedures in order to provide the best experience possible for their guests. If you do choose to pursue a refund through Epic Coverage, **** hopes that it works out to a positive outcome and they wish you and your family all the best.
  

  Sincerely,
  ******

  Customer Answer

  Date: 12/20/2023

  I am no satisfied with Vails response. I believe they are misleading consumers by selling them passes they do not need. Id like this matter escalated to their leadership team. 

• Initial Complaint

  Date:11/22/2023

  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 requested a refund for an epic 4 day ski pass which was denied by them twice even though my requests fall within their own personal coverage categories.My request is for both helping care for a sick family member and also dealing with the trauma of the family member. In October of 2022 my mother in law was diagnosed with stage 4 lung cancer. My wife and I routinely were down at her home which was 3 hours away from us on a weekly basis to help with travel to and her appointments which were at MD ******** and a hour and a half from her home. I first reached out to Epic on September 25th when at the time we were living full time at our mother in laws house to provide care full time for her. My request was denied by Epic due to legally having a different address than our mother in law, even though I had moved in full time with her. On November 1st my mother in law tragically passed away. The home that we stay at every year we go skiing in ************ belongs to my mother in law and the trip we take is hosted by her. Due to us currently grieving we have decided to skip taking the trip this year. I filled out a 2nd refund request on November 21st and provided the Death Certificate and was denied again.I am extremely disappointed that a company like **** Resorts, who I have been a loyal customer to for over 10 years now would look at this situation and not be willing to refund me for a pass that I can no longer use due to the illness and death of a family member.

  Business Response

  Date: 12/06/2023

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

  We have received your complaint which states that you submitted a refund request for your familys Epic passes due to the loss of your mother-in-law. Per your understanding of the Epic Coverage policy your familys situation is eligible for a refund however your request was denied by ********. Despite providing all necessary documentation supporting your case,your appeals of their denial have all been turned down.
  

  We greatly appreciate you taking the time to provide the details of your situation. **** Resorts is aware of your complaint and they are truly sorry for your continued frustrations especially during such a difficult time. They sincerely respect your position and your feedback as a valued guest.
  

  As you are aware, **** Resorts included Epic Coverage with all passes purchased for the 22/23 season and the current 23/24 season. This policy allows guests to request a refund for their Epic pass product if they are unable to use it due to a qualifying personal event. All Epic Coverage cases are handled by ***** partners at Sedgwick. While **** is unable to approve or deny refunds directly they did advise that they have reached out to ******** regarding your case directly. Currently they do not have an update or any additional information regarding their denial and/or possibility of re-opening your case. They assure that they provide any updates they receive as soon as possible and they ask that you keep this channel of communication open by rejecting this initial response.
  

  We regret that we cannot resolve your request or your concerns at this moment. **** Resorts certainly understands your concerns and they hope to have more information shortly. They greatly appreciate you continued patience throughout this process and wish you and your family the best as you move forward from your loss.
  

  Thank you,
  ******

  Customer Answer

  Date: 12/06/2023

   
  Complaint: 20904708
  
  I am rejecting this response because: **** has acknowledged that my current situation is eligible for a refund and they are working to resolve it with their third party management company.  They have requested that I reject this case in order to keep this line of communication open.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 12/14/2023

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

  We greatly appreciate you following up on your initial complaint per our advice. **** Resorts did reach out to Sedgwick regarding your case and were able to provide the following updates.
  

  Per the Epic Coverage terms and conditions, refunds due to the loss of a family member are provided to guests who experience the loss of a child, partner, sibling, biological parent, legal guardian, or ****** child.This is dictated under Section A of the Epic Coverage terms and conditions. You are welcome to review this information by visiting ******************************************************.
  

  Regrettably, at this time ******** is unable to approve your refund requests citing the above information. They indicated that your request was submitted based on the loss of your mother-in-law who does not fall under the eligibility requirements. If you have further questions or wish to appeal their denial you are welcome to appeal ********* decision by contacting ******** directly; you can contact your case worker directly through email or call ******** at **************. **** Resorts is truly sorry that they were unable to assist and provide the outcome you had hoped for. However, per their standing policies, they will no longer be able to review your request for a refund. They wish you and your family the best as you move forward and wish you luck if you do choose to appeal your Epic Coverage denials.
  

  Sincerely,
  ******

  Customer Answer

  Date: 12/15/2023

   
  Complaint: 20904708
  
  I am rejecting this response because: **** resorts is unwilling to refund me for the death of a family member that will not allow me to go on my ski trip this year.  This is the worst customer service and coldest response I have ever received.  
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:11/19/2023

  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.

  Subject: Urgent: Unresolved Issue with Epic Pass Purchase Dear **** Resorts and BBB,I hope this message finds you well. I am writing to express my extreme frustration and disappointment regarding the handling of my recent Epic Pass purchase.I have been an avid skier since the age of one and have never encountered an issue with any ski company globally until now. I had previously purchased the Epic Pass without any problems pre-pandemic and received it. However, my recent experience has left me both furious and bewildered.Despite numerous attempts to contact your company via phone during business hours, I have not received any response. My frustration has only intensified as my emails and social media outreach have been consistently ignored. To my dismay, my simple request to speak with someone has resulted in being blocked on social media.This level of unresponsiveness is not only unprofessional but also gives the impression of dishonesty. It is disheartening to witness a company, which I have previously held in high regard, engaging in what appears to be unethical behavior.I believe in the importance of giving businesses the benefit of the doubt, especially considering the challenges posed by the pandemic. However, the lack of communication and the blocking of my attempts to reach out have painted an unfortunate picture.I am more than willing to move past this unpleasant experience. All I ask for is a full refund and an assurance that this issue will be resolved promptly. As a dedicated skier who holds a deep love for the sport, I would like to continue enjoying the fantastic resorts under ********** ownership, such as ******************.I understand that unforeseen circumstances can affect businesses, but a lack of communication only worsens the situation. I urge you to prioritize your customers and rectify this matter swiftly, restoring faith not only in your company but also in the ski industry as a whole.I appreciate your prompt attention to this matter and hope for a speedy resolution.Sincerely,********************* **********

  Business Response

  Date: 12/06/2023

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

  We have received your complaint which indicated that you have faced continued challenges regarding a previous Epic pass purchase. You had ordered a pass and expected it to arrive prior to the start of the season however that did not happen. You have also reached out to **** Resorts repeatedly over the past few years without response. This continued behavior has resulted in further concern and you are requesting the immediate refund of your previous Epic Pass.
  

  We greatly appreciate you taking the time to reach out and to provide the details of your concern. **** Resorts is aware of your complaint and they are truly sorry that your frustrations have not been resolved. They sincerely respect your position and your feedback as a valued guest.
  

  Upon review of your account, **** was able to confirm that they had record of your previous requests for a refund and they assured that those requests had been elevated to their leadership team for review. Regrettably,their leadership team provided that your request was reviewed and denied and they also indicated that they would no longer be able to review your request further. Although they absolutely understand and respect your position, their policies dictate that passes are non-refundable and this is strictly enforced.
  

  **** Resorts has passed your most recent comments along to their leadership team and they assure that they continue to review their current policies and procedures in order to provide the best experience for their guests. Unfortunately at this time, per the notes on your Epic account and the information provided by **** Resorts directly, they cannot elevate your request or review it any further. They truly regret any inconvenience this has caused and truly wish you the best as you move forward and they hope that you can find a way to enjoy the sport that you love.
  

  Sincerely,

  ******

• Initial Complaint

  Date:11/16/2023

  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 purchased a ********* Youth Ski Pass for my son online. We are residents of *********, and my son is *************************************** 12th grade. I have sent documentation to **** as evidence of residency and his school enrollment. **** refuses to activate his ski pass. I have phoned them and contacted online support twice.

  Business Response

  Date: 12/02/2023

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

  We have received your complaint which states that you purchased a ********* pass for your son through **** Resorts. You sent documentation to verify your sons **** residency however they have not activated his pass despite reaching out multiple times.
  

  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.

  Upon review of your sons account, **** was able to confirm that he has been verified and his pass has been activated for the 23/24 season.They regret that it took longer than expected in order to resolve your request and they assure that they will pass along your feedback regarding your unfortunate experience to their leadership team. They will also reach out to their verification team in order to provide coaching regarding their current procedures and the time frame that is acceptable for following up with guests.
  

  We are glad that **** Resorts was able to resolve your concerns before the Better Business Bureau reached out to them. They welcome any additional feedback you may have and they look forward to seeing you and your family on the slopes this season.
  

  Sincerely,
  ******

• Initial Complaint

  Date:11/06/2023

  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.

  **** claims that "Epic Pass Holders get 20% discount on rentals and lessons." But they don't let the pass holder purchase those lessons for their kids. The kids don't need an Epic pass because they ski free, which is not mentioned on their website anywhere. This is a clearly deceptive tactic to get parents to purchase the Epic Pass then find out when they try to book lessons and rentals that the 20% discount. I want my pass refunded as I never should have purchased it had I known the actual terms. It is not even clear in the terms and conditions, which I read.

  Business Response

  Date: 11/23/2023

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

  We have received your complaint which indicates that you purchased an Epic Pass with the understanding that you would receive Epic Mountain Rewards which could be used to get discounts on lessons and rentals for your children. Unfortunately, you then discovered that parents are not able to apply discounts from their pass toward these amenities for their children.As this was not easily and clearly stated on the Epic Pass website you are requesting a refund of your pass.
  

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

  While **** certainly understands your concerns, they are unable to cancel or refund your 23/24 Epic pass. They regret that details regarding Epic Mountain Rewards were not as clearly stated as they could be. And they assure that they will pass your comments along to their leadership team.However, they did indicate that the Frequently Asked Questions section on their website does allow guests to further review the details of this program. This information dictates that discounts on rentals and lessons cannot be applied to anyone other than the pass holder
  

  Additionally, per the terms and conditions of the Pass Purchase policy which is presented at the time guests complete their pass purchase,all Epic Pass products are non-refundable unless a refund is approved through Epic Coverage. Epic Coverage is included with all Epic passes and allows guests to request a refund if they are unable to use their pass after experiencing a qualifying personal event. You are welcome to review the terms and conditions of the Epic Coverage policy, as well as the pass purchase policy, by visiting ******************************************************.
  

  We regret that we are unable to assist with your request to cancel your Epic pass however, per **** Resorts standing policies, all Epic passes are non-refundable after purchase. **** will certainly pass along your feedback as their leadership team reviews their current policies and procedures. **** wishes you and your family all the best and if you do choose to pursue a refund through Epic Coverage, they hope that it works out to a positive outcome.
  

  Sincerely,
  ******

• Initial Complaint

  Date:11/05/2023

  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.

  This past spring, **** Resorts offered an early purchase deal for an All Day Stevens Select Pass for $371.00. According to the company's website, only holiday weekends were unavailable with this pass. On March 7, 2023, with the assumption that this information was accurate, I chose not to look at other resort options and purchased it. On October 16, 2023, I received an email explaining that there had been an error and in fact almost every weekend is unavailable. Our only options were to get a full refund or upgrade to a premium pass for an additional $208. Since I had also purchased a teen pass which I was informed was non refundable, I felt my only option was to upgrade. Had the website been "accurate" in March, I would have chosen a different resort at which to ski. In my opinion, **** Resorts Management has a legal obligation to adhere to the terms of the implicit contract we agreed to in March. Even if their mistake was an honest one, they can not change the terms of the pass right before the start of the ski season. My opinion is that they are attempting to commit consumer fraud in the form of a bait and switch, which is illegal in **************** and is also a FTC violation.I expect the company to honor their original contract and refund me $208 for the extra charge I paid.

  Business Response

  Date: 11/21/2023

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

  We have received your complaint which states that you purchased a Stevens Pass Select Pass in the spring of 2023 for $371. At that time it was advertised that the pass would provide access with limitations only on peak dates. Regrettably, you were informed in October that this information was incorrect and that you would not be able to use your pass on weekends. At that time **** indicated that they would be willing to upgrade your pass for an additional cost or allow you to cancel and refund your pass. As you had already purchased another pass for your son which was non-refundable you chose to upgrade. However, due to the misinformation which was provided by **** Resorts directly, you are requesting a refund of the $208 you were charged to upgrade your pass.
  

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

  Vails leadership team absolutely recognizes the inconvenience this mistake may have caused their guests and they are truly sorry that you were impacted. They did advise that they are willing to look into your concerns further. At this time they cannot approve a refund for the upgrade fee but are still willing to cancel and refund your pass if you have decided to pursue that route. They are reviewing concerns like yours regarding this mistake and will provide an update as soon as they are able.
  

  **** thanks you for your continued patience and they assure that they will provide more information as soon as they are able. They ask that you keep this channel of communication open by rejecting this response. As soon as they have an answer and/or updated information they will let the Better Business Bureau know in order to pass along to you.
  

  Sincerely,
  ******

• Initial Complaint

  Date:11/04/2023

  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 purchased 4 of the premium non blackout dates epic passes for the ***** season last year. For some reason only my 9 year old son was enrolled in auto renew. Clearly that was a mistake as myself, my wife, and my daughter all were not enrolled. I tried to call customer service to explain and was transferred back and forth with no one capable of making a decision only folks that can recite the policy to me. This seems like fraud to me by duping your good and loyal customers into untended charges. I would *** this charge refunded immediately.

  Business Response

  Date: 11/21/2023

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

  We have received your complaint which states that you purchased Epic passes during the 22/23 season for you and your family. You recently discovered that your nine year old sons pass was enrolled in **** Resorts Auto Renew program and it was renewed for the 23/24 season. You reached out to **** in order to cancel this pass because it was not meant to be renewed but they advised that they would not cancel or refund his pass.
  

  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 ongoing frustrations and for any confusion. They greatly respect your position and your feedback as a valued guest.
  

  **** certainly understands your concerns and they truly regret any miscommunication which resulted in your frustrations. They did clarify that email reminders are sent to the email address on file for the primary account. Their records show emails were sent to that email address beginning in March 2023. However, they are also aware that some guests have reported these email reminders being sorted into their junk or spam folders which prevented them from initially seeing the emails. They are truly sorry if your family was affected by this mistake. However, in addition to email reminders, guests are able to see whether they are enrolled in Auto Renew through their Epic account; this information is listed under each pass product on your account.
  

  Additionally, they also confirmed that the Auto Renew policy has always indicated that passes are non-refundable once the initial payment has been charged. Epic pass products are non-refundable unless a refund is approved through Epic Coverage. The Epic Coverage policy is included at no additional cost with all pass products and allows guests to request a refund if they are unable to use their pass due to a qualifying personal event. Per these terms and conditions of these policies, which are presented and agreed to at the time guests complete their transaction, passes cannot be cancelled or refunded after purchase.  These policies are published on epicpass.com and can be reviewed for your records by visiting ******************************************************.
  

  We regret that we are unable to assist with your request to cancel your familys Epic passes however, per Vails standing policies, once a down payment is charged the pass products are no longer able to be cancelled.They absolutely do appreciate your feedback regarding their email communication and assure that your comments will be passed along to their leadership team as they continue to review all policies and procedures in order to provide the best experience for their guests. Although they cannot provide a refund at this time, **** does recommend reviewing the Epic Coverage terms and conditions to determine if you have a refund eligible event. If you do choose to pursue a refund through Epic Coverage, **** hopes that it works out to a positive outcome. **** confirmed that all family members in your account have been removed from Auto Renew for all future seasons and they wish you and your family the best as you move forward.
  

  Sincerely,
  ******