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:11/02/2023

  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 reserved a stay at the Keystone Resort in ******** ******** in late December 2022 for a conference I was attending. Unfortunately, something came up and I had to cancel both. Although I called after making my reservation to ask for an email confirmation they never sent me one. I was charged a deposit. I cancelled on June 10th the conference and received a refund. I also cancelled the reservation at the resort and was told I would not be refunded the deposit which was ok with me and again no email to confirm. At the time I did not think anything about it until my credit card was charged around $1500 for the reservation. I have tried contacting the manager and they will not refund my money. It was my fault I did not get the name of the front desk personnel that cancelled my reservation but regardless I did cancel on June 10th so whoever was working the front desk that day should have cancelled my reservation. I have never filed a complaint, claim, or not paid for a service in my life. I am very upset about this and do not know if I will ever get my money back.

  Business Response

  Date: 11/19/2023

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

  We have received your complaint which states that you booked a lodging reservation in December 2022 for an upcoming convention you were meant to attend. Unfortunately, you will not be able to make your reservation and you contacted Keystone Resort on June 10th to cancel this reservation. The representative you spoke with at that time informed you that you would be refunded for your reservation however you have since been charged $1500 and attempted to speak with a manager at the property to follow up on your initial refund request. Regrettably at that time you were informed that you would not be refunded and they had no record of your request to cancel in June.
  

  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 sorry to hear about your unfortunate experience and your continued frustrations. They truly do respect your position and your feedback as a valued guest.
  

  Although they absolutely understand your concerns, Vail Resorts Management Company is unable to assist with your request for a refund on your recent stay. Each lodging property is responsible for their billing department and any concerns or requests must be addressed by them directly. If you need any additional assistance with contacting a representative at the property or at the resort, **** will gladly provide any information they have.You are welcome to reach out to them with information regarding which lodging property you stayed at and anyone you spoke with.
  
  We regret that we are unable to provide any refunds or billing adjustments however, per Vails instructions, these concerns must be addressed by the lodging property directly. We sincerely hope that the property will be able to provide more information and a positive outcome. **** Resorts truly does appreciate your time and they respect your feedback and assure that your comments will be passed along to the appropriate teams. They wish you the best as you and **************** forward.
  
  Sincerely,
  ******

  Customer Answer

  Date: 11/26/2023

   
  Complaint: 20816902
  
  I am rejecting this response because: I did reach out to The resort directly, Keystone resorts and they were not able to solve my issue or refund the money. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/02/2023

  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 am a beginner-intermidiate skier that became a member of Epic Pass a few years ago. Because my intentions were to renew every year and actually use the pass it was set up on AutoPay. Last year on June 1st I was in a hot air balloon ride and things took an unexpected turn and ended up in a tragedy. Our balloon colided with a moving train in Burlington, ** and was all over the local news. Due to the nature of my injuries, I am still unable to ski as I am still in the recovery process. I related that information to **** Resorts (Epic Pass) last year and they refused to refund my pass, because it was not reported within 30 days of renewal. The renewal was automatic and considering that I was fighting for my life at the time, that was the least of my problems. Needless to say, they couldn't care less. I called and asked them to close my membership due to the customer service that they were providing and because there was no option on doing it online or removing my credit card information from my Epic Pass account. This year we are back to square one. They never canceled my account and not only that, but they charged my card again this year without authorization as they never cancelled the auto renew. When I contacted them, their statement was to call the credit card company and file a dispute. This is unacceptable as this is something that they should handle on their end and close my account. The credit card company could request a refund, but that is temporary, until next year comes around again. This is unethical business practise and it should not be tollerated by anyone. I would like to see my account closed and a full refund for both seasons.

  Business Response

  Date: 11/19/2023

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

  We have received your complaint which states that your Epic Pass was automatically renewed through **** Resorts Auto Renew program for the 22/23 and 23/24 seasons. Unfortunately, last summer you were involved in a horrific accident involving a hot air balloon and a train which resulted in injuries that prevented you from using your pass in the winter of 2022 and will prevent you from using your pass this year as well. You reached out to **** Resorts last winter to cancel your pass but were told that they could not assist but advised you to pursue a refund through Epic Coverage. Regrettably,your request was then denied citing untimely submission. Additionally, despite reaching out last year to cancel your pass and remove your account from the Auto Renew program, this was not completed and you were charged for a 23/24 pass which you cannot and will not use.
  

  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 your ongoing frustrations amid your recovery during this tough time. They absolutely do respect your position and your feedback as a valued guest.
  

  **** Resorts is truly sorry to hear about the tragedy that you were subject to and they certainly understand your inability to utilize an Epic pass. However, their Pass Purchase and Auto Renew policies do dictate that Epic passes are non-refundable and unable to be cancelled unless a refund is approved through Epic Coverage. **** also advised that they did reach out to their partners at Sedgwick regarding your Epic Coverage case and their denial.They assure that they will provide more information regarding your case as soon as they receive more information from ******** and they ask that you keep this method of communication open by rejecting this initial response to your complaint.
  

  Additionally, Vails leadership team is looking into the renewal of your 23/24 pass despite your indication that you had requested to cancel last season. They will also provide an update as soon as they are able.They truly appreciate your patience as they investigate your situation. They wish you the best and sincerely hope that your recovery is going well. We will continue to follow up on your complaint to ensure that information is passed along as soon as we receive communication from **** Resorts and/or Sedgwick.
  

  Thank you,
  ******

  Customer Answer

  Date: 11/27/2023

  I don't believe that this should be closed and just like that let go of.  They were requested to remove me from autopay last year when they again found a reason to deny the request.  

• Initial Complaint

  Date:11/01/2023

  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.

  We purchased the Epic Pass for the upcoming season but realized we purchased the wrong one. We are from the south and have never purchased an epic pass before. We have not used the pass yet. The company refuses to allow us to change pass levels - even though we will not be needing it during any of the restricted times. This company is stealing money from customers - there is no reason that we should not be able to switch pass levels besides this company being greedy and inconsiderate to its customers.

  Business Response

  Date: 11/19/2023

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

  We have received your complaint which states that you purchased multiple Epic passes for the 23/24 season which you later discovered were the incorrect pass type. You are first time pass-holders and determined that you purchased passes that include access on peak dates, which you do not need,and therefore the passes were more expensive. You reached out to **** Resorts in order to downgrade your passes but they advised that they would not be able to downgrade them or refund them.
  

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

  **** certainly understands your concerns and they recognize that many guests do wish to make changes to their pass type throughout the season for many different reasons. They are always happy to assist any way they can. However, they did advise that Epic pass products are both non-refundable and unable to be cancelled as is indicated in the Pass Purchase policy which is presented at the time guests purchase and Epic pass. Guests are required to acknowledge and accept the terms and conditions of this policy prior to completing their purchase. You are welcome to review this policy information further by visiting ******************************************************.
  

  Although **** cannot provide refunds or approve downgrades,they did indicate that all Epic pass products purchased for the 23/24 season include Epic Coverage at no additional cost. The Epic Coverage policy allows guests to request a refund for their unused or partially used pass if they experience a qualifying personal event which prevents them from using their pass for an extended period of time. The Epic Coverage policy is posted on epicpass.com and includes a list of qualifying events.
  

  We regret that we are unable to assist with your request to downgrade your passes and to refund the extra cost. However, per **** Resorts policies,Epic passes are non-refundable and they cannot be downgraded. They assure that they will 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 for their guests. **** certainly hopes that you will still be able to enjoy your passes on the slopes but they hope that you will receive a positive outcome if you do choose to pursue a refund through Epic Coverage.They wish you and your family the best as you move forward.
  

  Sincerely,
  ******

  Customer Answer

  Date: 11/19/2023

   
  Complaint: 20812521
  
  I am rejecting this response because: 

  Dont lie and say a refund is available, because I asked for one and you declined it. Just like you decline the every other valid refund request that comes your way. Your policies are not in the interest of your customers but in the interest of your greed. 

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

• Initial Complaint

  Date:10/30/2023

  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.

  At the beginning of this year (March 8 2023), I pre-purchased the ***** Epic Pass (which I'll refer to as Pass 1). I only paid a $49 deposit.(conformation# *********)(pass# ***********) However, during the summer, I was diagnosed with a heart issue and applied for a refund. Epic Coverage approved my request, which was great. But recently, my doctor said my heart condition has improved, and I can go skiing (considered not very strenuous exercise). So, I purchased another Epic Local Pass (referred to as Pass 2)(confirmation# *********)(pass# ***********). After buying it, I was informed that my Pass 2 was inactive.I contacted customer service and had to make 5-6 calls to figure out the issue. They told me it was because I hadn't paid the remaining balance for Pass 1, and I had to pay it to activate Pass 2, which seemed strange. However, I agreed, as I had confirmed multiple times before that I could get a full refund for Pass 1 (since I didn't need two Epic Passes). **************** told me to contact the ************************ for the refund.I paid the remaining balance ($860)(cofirmation# *************), and customer service provided me with a set of numbers to contact Epic Coverage for my Pass 1 refund. When I called Epic Coverage, they didn't seem to understand what I was saying, and it felt like there was no communication between them and the customer service department. They refused to issue a refund, saying that my Pass 1 couldn't be used for ***** (even though I just wanted a refund as my Pass 2 was already active). I only want to receive the refund that your customer service department promised me.Additionally, when I contacted the ************************, the person on the other end of the phone was very rude and seemed unwilling to resolve the issue. (My English isn't very good as I'm a foreigner.) It felt like they were mistreating me and refusing the refund.

  Business Response

  Date: 11/15/2023

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

  We have received your complaint which states that you have been double charged by **** Resorts for two Epic passes. You submitted a refund request for the pass you purchased in March which was approved through the Epic Coverage policy however, at that time you had only paid the down payment of $49. The final balance of this pass was posted in September, after you had already purchased a second, different type of pass and paid in full. Upon the final balance being posted, which did not go through, your second pass was deactivated citing a failed balance linked to your account. You reached out to **** Resorts and spoke with multiple representatives who advised they would not be able to cancel the pass and that they would have to charge the remaining balance in order for you to use your other pass. Additionally, they advised you would have to submit another refund request through Epic Coverage for a pass that was already cancelled.
  

  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 sincerely apologize for your ongoing frustrations and unfortunate experience with their customer service team. They absolutely respect your position and your feedback as a valued guest.
  

  Upon review of your account, per our request, **** Resorts was able to provide more information and they were happy to inform us that they would be able to refund the $860 you were charged in October for your unwanted,cancelled Epic pass. They clarified that their pass purchase policy does state that pass products are non-refundable once a down payment is made. However,each pass includes Epic Coverage and the Epic Coverage policy does allow guests to request a refund if they have a qualifying event which will prevent them from using their pass. As you are aware, once a refund is approved the refund will be issued and that pass product cancelled. Unfortunately, although your request was approved and the down payment was returned, the pass was not deactivated and when final balance charges were posted it appeared that the balance for your Epic pass had not gone through and that your pass was still active. Per the terms and conditions of the pass purchase policy,representatives are educated to inform guests that they will have to pursue a refund through Epic Coverage.
  

  **** certainly recognizes the confusion which resulted in miscommunication and your frustrations and they truly do apologize. They assure that they will reach out to the representatives you interacted with in order to provide additional coaching. They also confirmed that the refund for the final balance was issued today, November 15th, and returned to the credit card on file. A receipt has also been sent to your email address. They wanted to clarify that the refund of this additional balance will not affect your Epic Local pass which has been paid in full and is active for the 23/24 season.
  

  We are glad that we were able to resolve your concerns with **** Resorts and that it worked out positively. **** Resorts is sorry for your unfortunate experience and they assure that your role as a valued guest is of the utmost importance to them. **** hopes that you will be able to enjoy your Epic Local pass and they look forward to seeing you on the slopes.
  

  Sincerely,
  ******

  Customer Answer

  Date: 11/15/2023

   
  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,
  
  Baichuan Duan

• Initial Complaint

  Date:10/29/2023

  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.

  Epic Pass Coverage is very limited to and does not cover all of lifes events such as moving to a country where there are no Vail Resorts. Selecting auto renew on or before April 9th, and then realizing that ones life could change before September is not recognized by **** Resorts as an event unless it is involuntary. My daughter is a medical doctor, and this summer (2023) chose to move to *********** with her family to accept a position at a *********** hospital serving indigenous people. In June (2023) we unclicked auto-renew for hers and her 7 year old daughters Epic passes. There was no message warning us that this could not be done for the 2023-2024 season. In September, my credit card was charged for their passes. I requested a refund (M23A210202) and was told to prove that their move was involuntary. We sent the employment letter from the hospital in *********** to show that the event was occurring. Three phone calls later, we are still told that we have to prove it is involuntary. I went to the **** ticket office and asked to see a manager who could help with my refund request. The manager gave me a phone number to call (same one I have called 3 times) and was told that they could not address the refund since the refunds are processed by a third party vender (located in ****). **** Resorts ticket offices should have the authority to personally review and help with refund requests.Currently, my pass, my daughters and my granddaughters pass are listed as inactive though they have been fully paid. I am requesting a full refund for my daughters and granddaughters season passes due to their move to ***********. In the AutoRenew option, it only states the date you are auto renewed, but does not display any warning or conditions for selecting this option: Enrolling in Auto Renew guarantees youll get the lowest price with the most benefits on your Pass, every year. Your Pass will be renewed automatically each Spring on or around April 10.. When I dis-continued Auto Renew for the passes in June, there was not a warning that this would not apply to the 2023-2024 passes. The involuntary refund requirement is deep in the middle of the multi-page Epic Coverage agreement and not evident on the main website. The Epic Pass website does say Plans change, and life happens. Im not only asking **** Resorts for a refund for my daughters and granddaughters passes, but suggesting that **** Resorts adopt policies that supports their Plans change, and life happens statement such as accepting some voluntary changes in life such as moving to a country without **** Resorts ski areas.

  Business Response

  Date: 11/15/2023

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

  We have received your complaint which states that you are seeking refunds for your daughter and granddaughters Epic passes because they are moving to *********** and will not be able to use them.The passes were initially renewed through **** Resorts Auto Renew program in April however, prior to the final balances being charged in September, you cancelled Auto Renew for them. At that time you were not informed that the final balances were unable to be cancelled and were still charged in September.Since then you have submitted refund requests through Epic Coverage but were told that voluntary relocation due to employment is not a refund eligible event.
  

  We appreciate you taking the time to reach out and provide the details of your familys situation. **** Resorts is aware of your complaint and they are truly sorry to hear about your ongoing frustrations throughout this already stressful yet exciting time. They sincerely respect your position and your feedback as a valued guest.
  

  **** absolutely understands your concerns and they assure that your feedback regarding their current Epic Coverage policy terms and conditions will be passed along to their leadership team. **** also advised that they have reached out to their partners at Sedgwick regarding your daughters case to request that they review her situation further. They hope to have an update for you shortly with more information and with an update on whether her case will be reopened and/or approved.
  

  We regret that we are unable to resolve your request for a refund at this time however, we are certain that **** Resorts will follow up with and pursue the review of her case as thoroughly as they can. **** greatly appreciates your patience throughout this process and ask that you keep this channel of communication open by rejecting this response. Any information they receive will be passed along to the Better Business Bureau and to you.
  

  Thank you,
  ******

  Customer Answer

  Date: 11/15/2023

  I was just informed by ******* that they now need "proof" that my daughter's employment will be for at least a year. A new job is a new job and they have already moved to ***********.  This is unacceptable, and we would like refunds immediately.

  Customer Answer

  Date: 11/18/2023

  I have uploaded an attachment of a message I received from ******** with another demand. They are now asking for "confirmation that her employment is for at least one year." Again, my daughter has moved to *********** to work for an indigenous people's hospital as a doctor. This refund request shows no resolution by **** Resorts.

  Business Response

  Date: 11/23/2023

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

  We are sorry that you are still facing challenges regarding your refund request. However, as you indicated, ******** does still require documentation in order to further review your daughters case. All pass purchases are subject to the terms and conditions of Epic Coverage and this policy does state that guests are obligated to provide supporting documentation. If ******** requires additional documentation they will reach out to guests directly.
  

  **** truly does understand your frustrations and they are sorry that this information is not what you had hoped to hear. Currently, based on their policies and their terms and conditions, they will not cancel of refund your passes. You are welcome to contact ******** regarding their request however, citing the Epic Coverage policy, they are within their right to deny a request if guests are unable to provide the necessary supporting documentation.
  

  **** Resorts has passed your initial feedback along and they will certainly let their leadership team know of your concerns regarding this request for documentation. Although they cannot assist with your request they certainly do wish you and your family the best throughout this time of change.
  

  Sincerely,

  Customer Answer

  Date: 11/28/2023

   
  Complaint: 20797066
  
  I am rejecting this response because: my daughter and granddaughter have moved to *********** and I have provided ******* with this information, including the employment documentation. They keep requesting that we need "Involuntary documentation". If a move to another country to work at an indigenous hospital isn't proof enough, the system is broken. If **** is dedicated to helping people in need especially indigenous people, a refund request should be granted immediately. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/20/2023

  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 purchased lift tickets, rentals and lessons for a 2 day trip in early **** in on September 27 of 2023. Its now October 20, 2023. We have to cancel the trip because we got the rehearsal schedule for my daughters bat mitzvah and we will be unable to take the vacation. On the website it said we could get refunds until the day before the trip at 5pm but when I called they said I could not get a refund because I purchased the wrong type of pass, which is more expensive than I should have purchased. This is not fair. I feel discriminated against, tricked, and taken advantage of. I want a refund.

  Business Response

  Date: 11/06/2023

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

  We have received your complaint which states that you purchased tickets, rentals, and lessons for your family in preparation for a trip to one of **** Resorts properties. Unfortunately, you soon discovered that the trip coincided with the schedule for your daughters Bat Mitzvah which means you must now cancel your trip. Per your understanding of Vails cancellation policy, you should be able to cancel your tickets however you were informed that you purchased passes which are non-refundable. You are still seeking a refund based on misinformation and confusion caused by Vails website.
  

  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 any confusion which has resulted in your congoing frustrations. They greatly respect your position and your feedback as a valued guest.
  

  **** absolutely understands your concerns and they regret that the difference between lift tickets and Epic pass products was not clearly explained at the time you completed your purchase. They did clarify that lift tickets are able to be cancelled up until 5 PM on the day that the ticket is dated while Epic pass products, such as Epic Day Passes, are non-refundable because they are valid throughout the season and are valid at multiple resorts providing more freedom and more options for use. Upon review of your familys accounts, they did confirm that you had purchased Epic 2-day passes.Additionally, at the time guests complete a pass purchase, they are required to acknowledge and agree to the Pass Purchase policy terms and conditions which do state that passes are non-refundable unless a refund is approved through Epic Coverage.
  

  The Epic Coverage policy is included with all 23/24 Epic pass products for no additional cost and it allows guests to request a refund if they are unable to use their pass due to a qualifying personal event. The terms and conditions of Epic Coverage, including a list of qualifying events,is published on epicpass.com. If you do choose to request a refund through Epic Coverage please reach out to Sedgwick by calling ************** as they handle all Epic Coverage cases.
  

  Although **** cannot assist with your request to cancel your familys passes, they did advise that your rentals and lessons can be cancelled and refunded by reaching out to the resort directly. If you have any further questions regarding the cancellation of those products **** will gladly assist however they can.
  

  We regret that we cannot provide the outcome you had hoped for per Vails standing policies. They truly do appreciate your feedback and assure that they will pass your comments along to their leadership team as they continue to review their current policies and procedures for future improvement. If you do pursue a refund through Epic Coverage, **** hopes that it works out to a positive outcome and hey wish you and your family the best as you move forward.
  

  Sincerely,
  ******
  
  
  

  
  

  Customer Answer

  Date: 11/06/2023

   
  Complaint: 20761878
  
  I am rejecting this response because:
  
  This is an example of false advertising and religious descrimination.  The website is very confusing. It's not clear what you are purchasing. A multi-million dollar company should be more understanding given the poor design of its website.  

   

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

• Initial Complaint

  Date:10/16/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Somehow, unbeknownst to me, Vail Resorts charged my father-in-laws credit card for ********* wife's ski passes. I was planning to downgrade my pass, but never saw the charge come in so didn't do anything about. The downgrade would save me $300-400, so not cheap, but nothing to the company. They gave me the run around on multiple call, citing they can't escalate issue, and that there is no possible way to issue a refund. This company has the worst customer service I have ever engaged with to the point it's almost predatory.

  Business Response

  Date: 11/02/2023

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

  We have received your complaint which states that **** Resorts renewed Epic passes for yourself and your wife without your knowledge.They somehow charged your father-in-law for the passes which you only discovered after speaking with him. You had intended to change your passes for the 23/24 season but because you did not see a charge from **** Resorts at the start of the season you did not believe your passes had been renewed. You have since reached out to **** Resorts to downgrade your passes but were told that they cannot assist with this request or refund the passes.
  

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

  **** certainly understands your concerns regarding their Auto Renew program and they regret any miscommunication which caused confusion.Upon review of your Epic account, they indicated that a credit card under the name ************************* had been linked to your account manually via their website.This credit card was then linked to the Auto Renew program and charged for your 23/24 season passes.
  

  They also indicated that email reminders are sent out periodically prior to down payments being charged in the spring. These emails include a list of household members enrolled in Auto Renew, the type of passes that are going to be renewed, the last 4 digits of the payment method on file,as well as the process to cancel or change your pass type prior to the deadline.They provided that the Auto Renew cancellation/ change deadline for the 23/24 season was April 9th, 2023.
  

  Additionally, they also confirmed that the Auto Renew policy has always indicated that passes are non-refundable and unable to be downgraded 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 downgrade your Epic passes however, per Vails standing policies, once a down payment is charged the pass products are no longer able to be cancelled or downgraded. They absolutely do appreciate your feedback 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. They also confirmed that you have been removed from the Auto Renew program for all future seasons. 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. They wish you and your family the best as you move forward.
  

  Sincerely,
  ******

• Initial Complaint

  Date:10/13/2023

  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.

  **** has charged me AGAIN. IVE BEEN SENDING EMAILS, VALLING THEY MAKE IT IMPOSSIBLE TO CANCEL. I HAVE STAGE 4 PROSTATE CANCER FOR THE LAST 2 YEARS. I HAVE NOT SKIIED IN 4. YET EVERY YEAR I TRY TO CANCEL AND THEY CHARGE ME AGAIN. AGAIN THIS YEAR IN SEPTEMBER. THIS IS DELIBERATE ABUSE.

  Business Response

  Date: 10/25/2023

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

  We have received your complaint which states that you were recently charged for an Epic pass despite reaching out to **** Resorts repeatedly through email and over phone requesting to cancel. Due to your declining health you are incapable of using a pass and are seeking a refund for the pass which was renewed despite your efforts to cancel beginning last year.
  

  We greatly appreciate you taking the time to reach out and express your concerns. **** Resorts is aware of your complaint and they are truly sorry to hear about you continued frustrations especially given your health issues. They certainly respect your position and your feedback as a valued guest.
  

  Upon review of your Epic account, **** ******************** advised that your pass that was mistakenly renewed for the 23/24 season was cancelled and refunded on September 29th. A total of $910 was returned to the credit card ending in **** and **** indicated that a receipt was sent to your email address on file. Currently you no longer have an active Epic pass and they confirmed that you have been removed from their Auto Renew program which will prevent your pass from being automatically renewed for all future seasons.
  

  **** truly regrets any miscommunication or confusion which has resulted in unnecessary stress as you continue to focus on your health.They will absolutely pass along your feedback regarding their Auto Renew program and their current cancellation procedures to their leadership team as they continue to review their policies and procedures. They wish you and your family the best as you navigate through this challenging time and as you continue to move forward.
  

  Sincerely,
  ******

• Initial Complaint

  Date:10/01/2023

  Type:Delivery 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.

  9/3/2023 I purchased 4 epic 4-day restricted passes from Epic Resorts via Keystone Resort. I bought 3 Adult, & 1 Child passes for $1036.95 with order #*********. I made the order in my name, on my account (*******************), with my credit card to my CO home.9/8/2320 I received shipping notification discovering the passes had shipped to the wrong addresses. One to an old ******* address, and three others (*************************, ***********************, *********************) ? *********************** (my father) to his old address. I contacted customer service at Epic. Agent said he saw the issue, the delivery address had reverted to an old address. He would reissue the order, correcting the address. Note that my father has passed away. I cannot just get the passes from him.9/12/2023 Receiving no email confirm, Called CS. Reorder had never been reissued. Went through the process again & received an email with order confirmation number *************, same names and pass combination 9/25/2023 Called having heard nothing (3rd call) & was assured the order would be printed and shipped soon. I again verified the shipping address. 9/28/2023 Received a shipping notification discovering that AGAIN 3 of the 4 passes were shipped to the wrong address ? my father again. Called again. Went through the process again, receiving another order #************* for the 3 missing passes for ******************************* (the child pass). That would be contact 4. I was assured that the agent had found the issue, that the old address has been removed from the system, & this would not happen again. 9/29/2023 Received a shipping notification for 1 of 3 passes, shipping to the supposed removed wrong address. I spent over $1000 on ski passes 1 month ago. I have called customer service 4 times, and I have only received 1/4 passed. I want my passes, & the ghost address completely removed from the system. These are essentially being repeatedly shipped into a black hole painfully addressed to my deceased father.

  Business Response

  Date: 10/18/2023

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

  We have received your complaint which states that you purchased four Epic passes for you and your family in early September. Upon receiving your confirmation you noticed that the passes were to be shipped to an address that was associated with your father who sadly has passed away. In order to correct this you contacted **** Resorts and were told that the issue had been resolved. However, you have now had to contact **** an additional three times to make sure the passes are being sent to the correct address because you still have not received them. You also want to make sure the old address has been removed from Vails system.
  

  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.
  

  Upon review of your account, **** ******************** did indicate that your father, ***********************, is still listed as the Head of Household which is why all email communication you received regarding your familys 23/24 passes still indicated his address. **** has now removed your father from the account so that you are listed as the head of house and the address on file matches the one you have provided. Additionally, they have submitted another request to have your passes printed and shipped to the correct address and a new confirmation was sent to your email address indicating the updated and correct address.
  

  **** absolutely understands your concerns and they are truly sorry for the frustrations you experienced while you are still grieving your father. They regret that this information was not clearly relayed to you at the time that you first reached out. They assure that they will pass along your feedback regarding your experience to their leadership team as they continue to review their policies and procedures to improve their guests overall experience. **** truly hopes that you will receive your passes in the mail shortly and they look forward to seeing you and your family on the slopes this season. If there is anything else they can do to assist you they welcome you to reach out.
  

  Sincerely,
  ******

• Initial Complaint

  Date:10/01/2023

  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.

  My husband and I purchased two ****************** 2-day edge passes in April 2023. However, we are currently in the middle of applying USA green card, according to the immigration law, applicant in adjustment of status cannot leave *****************. So this means that we would not be able to go to ****** for ski. This situation (travel restriction) is included as one of the Epic return policy. However, when we submitted the refund request to epic and got rejected without any clarification. Hope you can help us to resolve this issue. Thanks The refund requests have the number M23A205570 and M23A205573

  Business Response

  Date: 10/18/2023

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

  We have received your complaint which states that you purchased two ****************** passes for you and your husband in April 2023.Unfortunately, you are now unable to use these passes as you are in the process of applying for U.S green cards which prevents you from leaving the country.You requested a refund through Epic Coverage citing travel restrictions as your qualifying event however your request was denied.
  

  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 ongoing frustrations. They greatly respect your position and your feedback as valued guests.
  

  As you are aware, Epic Coverage is included with all Epic pass products, including ****************** passes, for the 23/24 season.Refund requests are handled by ************** at Sedgwick and they are responsible for reviewing all information and then approving or denying the request. Although **** cannot approve or deny your request they did advise that they have reached out to ******** regarding your refund requests. They will provide updates as soon as they are able and ask that you keep this channel of communication open by rejecting this initial response.
  

  **** thanks you for your continued patience throughout this process. They hope to have more information shortly and will provide updates as soon as possible.
  

  Sincerely,
  ******

  Customer Answer

  Date: 10/18/2023

   
  Complaint: 20682215
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 10/19/2023

  Hi, Please keep the case open as the business responded as they will provide another updates shortly. Thank you!

  Business Response

  Date: 10/25/2023

  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 travel restrictions are only provided if there is a government imposed travel ban or stay-at home order in place for a minimum of 30 days with 7 of those days falling within the Core Season. Currently, there are no travel bans or stay-at home orders in place which would be applicable to your case.
  

  Additionally, ******** also indicated that refunds relating to ****s are only applicable if your tourist **** is rejected preventing you from entering ****** and/or if you require a work **** which is not renewed after you purchase your pass. You are welcome to review the refund eligibility details by visiting Vails website at ******************************************************.
  

  Regrettably, at this time ******** is unable to approve your refund requests citing the above information. If you believe that you meet the eligibility requirements due to your ****s being rejected or based on your work **** statuses you are welcome to appeal ********* decision. In order to appeal their ruling please reach out to ******** directly through email or by calling ************** and please be prepared to provide documentation supporting your appeal. **** Resorts is truly sorry that they were unable to assist and provide the outcome you had hoped for. 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: 10/26/2023

   
  Complaint: 20682215
  
  I'm requesting a refund for the following reasons: While I understand that a **** rejection is typically the basis for a refund, the immigration law explicitly states that applicants who have submitted Form I-485, the final stage of the US green card application, are not allowed to leave *****************. So, if you deny my refund, I would be forced to travel to ********, and then I won't be able to return to the US. Is this a situation you'd like to encourage? **** rejection prevents us from entering ******, but there are exceptional cases where we cannot leave the US!

  
  I realize that when creating your refund policy, it might not be feasible to account for every exceptional circumstance, but this situation is one that we absolutely want to avoid. While it may not be explicitly covered by your refund policy, it doesn't mean it doesn't exist. It should be evaluated on a case-by-case basis because it is a real concern. By refusing the refund, you're effectively preventing my return to the US and jeopardizing my green card application if ******** in ******. Is this something you desire?
  

  Please help process the refund promptly.

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

  Business Response

  Date: 11/01/2023

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

  **** Resorts truly does understand your concerns and they are sorry that they cannot assist any further with your request for a refund.They certainly do not encourage guests to partake in risky behavior that *** jeopardize their well-being.
  

  However, as we previously advised, Vails cancellation policy and Epic Coverage policy have been published on epicpass.com since 23/24 Epic passes went on sale. At the time that you completed your purchase you were required to agree to these terms and conditions which state that passes are non-refundable unless a refund is approved through Epic Coverage. Any concerns you have regarding Epic Coverage should be directed to ******** as **** Resorts cannot provide refunds directly.
  

  While they will certainly pass your feedback along and your suggestions regarding a case-by-case review of refund requests, **** will no longer review your request. Again, they welcome you to reach out to ******** directly to appeal their denial and speak with a representative who *** be able to provide more information. **** truly does wish you and your husband the best and they apologize for your continued frustrations but they are obligated to uphold their standing policies and procedures for all guests.
  

  Sincerely,
  ******

  Customer Answer

  Date: 11/06/2023

   
  Complaint: 20682215
  
  I am rejecting this response because: they are very rude and do not address my question. Will never purchase their pass again!!!
  
  Sincerely,
  
  *******************