Complaints

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

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  Vail Resorts Management Company

  390 Interlocken Cres Ste 1000 Broomfield, CO 80021-8056

• 

  Vail Resorts Management Company

  548 S. Frontage Rd. Vail, CO 81657

• 

  Vail Resorts Management Company

  PO Box 38 Keystone, CO 80435-0038

• 

  Paoli Peaks

  P O Box 67 Paoli, IN 47454-0067

• 

  Vail Resorts Management Company

  PO Box 8329 Breckenridge, CO 80424-8329

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:09/27/2023

  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.

  On September 11th 2023 Epic, through **** Resorts charged me $240 for a 2023-2024 ski pass. They claim I authorized this charge by selecting auto-renew on a 2021 pass purchase. However, I have no order history in 2021 with **** resorts (as seen in the attached profile screenshot). My only payment was in 2019 and I selected decline auto-renew as shown in second screenshot. I called **** resorts on 9/27/2023 after seeing this charge on my credit card bill. They refused to refund the ski pass charge for the 2023-2024 pass (which by the way has not gone into effect for 2023 season yet). I also discovered a charge from Sept 2022 for another ski pass that I also did not purchase and never used, also supposedly purchased through auto-renew. I would like a refund of both passes.

  Business Response

  Date: 10/13/2023

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

  We have received your complaint which states that you were recently charged for a 23/24 Epic pass which you did not intend to purchase. Upon reaching out to **** Resorts they advised that you were charged because you had enrolled in their Auto Renew program when you purchased your pass for the 21/22 season. They also advised that they would not be able to cancel the pass despite you reaching out months before the winter season begins. You also learned that you were charged for a pass for the 22/23 season which you never used and you are now seeking a refund for that pass as well as the pass for the coming 23/24 season.
  

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

  **** certainly understands your concerns and they truly regret any miscommunication which resulted in your frustrations. They did clarify that Auto Renew was engaged when you purchased your Epic 3-day pass for the 21/22 season. 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 as well as the process to cancel prior to the opt out deadline. They provided that the Auto Renew cancellation 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 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 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 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:09/26/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** told me I was going to be charged for a season pass on Sept 11, 2023 I emailed them asking me to not charge me as I did not intend to purchase that pass this year on Aug 22, 2023.They claimed that it was too late to cancel my order, despite my not having used or redeemed the product (a ski pass) months ahead of ski season.I was then charged despite my attempt to prevent the charge on Aug 22, 2023

  Business Response

  Date: 10/13/2023

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

  We have received your complaint which states that you attempted to cancel your 23/24 Epic pass in August prior to the balance being charged in September. Unfortunately you were informed that **** would not cancel your pass or stop the final payment despite reaching out months before the winter season begins. You are still seeking a refund for the pass that you will not be able to use.
  

  We appreciate you taking the time to reach out and provide the details of your situation. **** Resorts is aware of your complaint and they are truly sorry for any confusion which has resulted in your continued frustrations. 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 guests do have the ability to remove Auto Renew from their account throughout the active season however, they do also implement a deadline to opt-out prior to the initial down payments being charged in the spring; they indicated that the deadline to cancel for the 23/24 season was ***** 9th,2023. They also send out email reminders leading up to this deadline which include a list of household members enrolled in the Auto Renew program as well as the process to cancel if needed.
  

  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 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. They wish you and your family the best as you move forward.
  

  Sincerely,
  ******

• Initial Complaint

  Date:09/25/2023

  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 have ordered lift tickets for years from epic for me and my 2 sons. This year they charged my credit card twice for a renewal for one of my sons - which I didn't want and is for the 23/24 season which hasn't even started yet. I called to enquire and said I did not authorize this and if I did I would so for my whole family. I spent and hour lettings them know to no avail and they would not give me a refund. It is September of 2023 now and no skiing will occur for months.. This is really not a good business practice or public relations and there was no escalation process. Disappointing as they will lose me and my friends going forward as guest - just plain old corporate greed.

  Business Response

  Date: 10/13/2023

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

  We have received your complaint which states that you have previously purchased Epic passes for you and your sons in past years. You did not intend to purchase passes for the 23/24 season however one of the passes for your sons was renewed through **** Resorts Auto Renew program. Upon seeing the charges appear on your credit card you contacted **** to cancel and refund the pass but were told that it is nonrefundable despite being charged months before the winter season begins.
  

  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 any confusion which has resulted in your continued frustrations. 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 guests do have the ability to remove Auto Renew from their account throughout the active season however, they do also implement a deadline to opt-out prior to the initial down payments being charged in the spring. They also send out email reminders leading up to this deadline which include a list of household members enrolled in the Auto Renew program as well as the process to cancel if needed.
  

  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 advertisements and 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. They wish you and your family the best as you move forward.
  

  Sincerely,
  ******

  Customer Answer

  Date: 10/13/2023

   
  Complaint: 20654677
  
  I am rejecting this response because:

  I understand your stance but there has to be reasonable and ethical approaches with your customers.  I have a pass now for my minor kid but not for the rest of my family and had no intention of buying for just one person in my family - an honest mistake and you continue to take a punitive approach.  I purchase from Epic in good faith and understand that I get multiple/weekly email from epic that go to my junk folder and don't see this as a justified response for not addressing my concern. Your business practices in this case are unacceptable as I would never treat my customers with this kind of ambivalence or service.  Please process the request. 

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

• Initial Complaint

  Date:09/25/2023

  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.

  Hello. **** Company has deceptively charged me for an auto renewal that they automatically put on my account when I bought tickets for the 2021-2022 season. They have since charged me over $4,000 for season passes in ***** and ***** season without once ever emailing me to confirm my auto renew or my purchase. I have not skied with their reports since then and with the upcoming season still months away they refuse to refund my account and cancel my passes for the ***** season even though I live in *********** and do not plan to ski with them. When I called to ask for a refund, they said they would not because my auto-renew was just turned off, which I just did as I didn't know about it. In additional to never received an email about the auto renew, I never received anything about how to get my season passes and when my wife did ski this last January, they even charged her for a 1-day ticket since we didn't know the season passes existed. This company is using deceptive automatic auto renew practices to scam people out of money and force them into automatic charges in the thousands of dollars. As the ski season has not started for 2023-2024, there is absolutely no reason they should not be able to refund my purchase. Thank you for your help.

  Business Response

  Date: 10/13/2023

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

  We have received your complaint which states that you were recently charged for multiple Epic passes through **** Resorts Auto Renew program. Unfortunately, you were unaware that you and your family were enrolled in this program and you claim that you never received any communication prior to the charges going through. You also recently discovered that you had passes during the previous 22/23 season which your family was unaware of and ultimately you did not get the chance to use them. Upon reaching out to **** Resorts to cancel the passes and request a refund you were told that your passes were non-refundable.
  

  We appreciate you taking the time to reach out and to provide the details of your situation. **** Resorts is aware of your complaint and they sincerely apologize for the confusion and your continued frustrations.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 holder; their records indicate ****** as the Head of House in your familys account. Their records show emails were sent to her 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. 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. They wish you and your family the best as you move forward.
  

  Sincerely,
  ******

• Initial Complaint

  Date:09/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9 September I filed a refund request for my son's Epic Pass purusant to the Epic Coverage terms and conditions based on the fact that I was terminated by my employer. I submitted my termination letter as proof, with the letter specifically noting that they were terminating my employment agreement dated August 2021 i.e. I was employed for more than 2 years. On 10 September, I received a response saying that they were denying my request because "You were not employed for at least one year immediately preceding the termination, lay off or furlough." In that response they said "Should you wish to appeal this denial or have additional information you would like us to consider, please send written explanation as to the basis of your appeal to ********, attention to Appeals Coordinator, at PO Box *****, *********, **** 44101-4729, or you may email us at ************************* Once we receive your additional information, we will provide a response within 5 business days."On 10 September I responded with a) my original employment contract dated August 2021; and b) the termination letter again which highlighted the date of my employment contract i.e. August 2021. I followed up on this matter on 17 September i.e. after 5 business days pursuant to their promise to respond "within 5 business days". I received no response. I followed up again on 21 September, this time copying in **** Resorts customer service/ ******** Reservations with no response. I further followed up again on 22 September with no response.It was extremely surprising that they rejected my initial request within 1 day even though I had submitted the required information. And yet, after 10 business days and multiple emails, they are yet to respond.

  Business Response

  Date: 10/10/2023

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

  We have received your complaint which states that you submitted a refund request through Epic Coverage for your sons 23/24 Epic pass. Your request was submitted citing your job termination as the qualifying event. Unfortunately, your request was denied stating they did not have sufficient evidence to support your employment for one year prior to termination which is incorrect. You were advised to follow an appeal process which you did but have not heard back regarding your appeal. You are seeking a response and refund for your sons pass which you can no longer afford.
  

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

  Vail certainly understands and your frustrations and they are sorry your correspondence with their partners at ******** has not been answered. They advised that they have reached out to ******** on your behalf for an update regarding your appeal. They ask that you keep this channel of communication open by rejecting this initial response. Once **** has more information they will relay their update through the Better Business Bureau.
  

  They thank you for your patience as they await a response from ********. They welcome and additional inquiries you may have and assure that they will be in touch shortly with more information.
  Sincerely,
  ******

• Initial Complaint

  Date:09/20/2023

  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.

  4-6-2023 and 6-22-2023 **** center in Asia - reps are incompetent/refuse to have supervisor step in/a mistake was made by a rep take an over the phone issue. I had not received my Epic pass in the mail. They had sent it to the wrong address which was two years old. THEY sent it to the wrong address. I asked that a new one be sent. The rep told me I had to cancel the old pass and she would issue me another one. I put it on a different credit card. She DID NOT refund the old pass that was sent to the incorrect address and charged me again 200+ more for the in the second transaction for a 4 day pass. ABSURD!!! The call center reps are not knowledgeable enough or trained well enough to represent this company. I was charged by ****. I explained the issue to my bank. They deemed it as a fraudulent charge. Now I'm not out of my money, but **** RESORTS intentionally screwed me and my bank is out as well. Is this a conspiracy theory????? **** RESORTS has set ** this call center in Asia and because of their **** poor service, I'll never use an EPIC pass or ski their resorts again. I'm retired and I can ski the **** pass and be just as happy. All I can say is WHAT A SCAM they are getting away with . . . CRIMINAL!!! For more information call Heaven Hall at ************. She's the person who put me back in touch with the call center in Asia only with a different number. ************/the first one I dialed for major incompetency was ************.

  Business Response

  Date: 10/06/2023

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

  We have received your complaint which states that you contacted Vail Resorts in April and June 2023 regarding a pass that you had purchased which had been sent to an incorrect address. You requested that your pass be reissued to the updated address and were informed that you would have to pay for a second pass product and that your initial pass would be cancelled.Unfortunately, you claim that you never received a refund for the first purchase and that you were charged twice. You spoke with Vail Resorts representatives who appeared to have difficulty understanding your concerns which ultimately resulted in the excess charges which have not yet been refunded.
  

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

  Vail absolutely understands your concerns regarding your interactions with their customer service team. They assure that they will reach out to the representatives you spoke with in order to provide coaching to prevent future confusion for all of their guests. Upon review of your account **** did indicate that their records show you initially paid a down payment of $50, plus shipping and handling, on April 6th 2023 via their website, epicpass.com. The remaining balance of $394 was then charged on September 11th.  They have sent copies of the receipts for these purchases to your email address on file.However, their records only show one charge was posted. They did also provide that a request to reissue your pass card was submitted both on June 22nd and again on September 20th but those were complimentary requests with no additional charges. Based on these records they do not see a double charge and they cannot process a refund. If you have any documentation from your bank confirming a double charge they would greatly appreciate if you are able to provide this information and they will have their accounting team look into the matter further.
  

  Although they are unable to process your request at this time **** certainly appreciates that you have taken the time to reach out and express the details of your experience. As we previously stated, they will be reaching out to their team members in order to provide coaching and to address the concerns you have highlighted. If you do have any documentation supporting a double charge **** assures that they will investigate further. Despite your unfortunate experience thus far, **** hopes that you will be able to enjoy the pass that you purchased for the 23/24 season and they wish you the best as you move forward.
  

  Sincerely,
  ******

• Initial Complaint

  Date:09/19/2023

  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.

  This is predatory. I signed up for an epic pass in the spring 2022 for my son and I. They charged a nominal fee for each at the time and said the remainder would be deducted in September before ski season. I did check an auto-renew option when I ordered the passes originally, but I didnt realize the company automatically hooks you for the full pass amount in March for the following year even before the ski season I originally paid for was over. So when I saw again the nominal charges in the spring I called and asked for a refund since I dont plan to ski this season. They said no refund. There apparently was a two week period to cancel that they say they sent a notice for but these mails, as they are typical these days, went to clutter. Also at the time in the spring I noticed the feature in the app and I opted out for auto-renew thinking then, oh well, Id just lose the nominal fee but was charged this week for the full amount. I called again today but received the same no refund, nothing we can do, sorry for your loss message, which I might add will surely follow this complaint. I clearly stated in the spring that I did not intend to purchase the pass for myself but have met with no understanding or access to refund. I would like the public to know what this company is doing, as I have already read in other comments, which are basically predatory business practices. I understand that if people opt for a pass but dont really use it then that should be their responsibility, but if a person clearly states both by phone and online that they didnt even intend to purchase something, due to an online feature, many months before they might use the pass seems very much lacking in conscience. These are not $5 charges but $1000 charges that people get sucked into without knowing, unless they really read the fine fine print, these kinds of chargers can really effect peoples lives.

  Business Response

  Date: 10/06/2023

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

  We have received your complaint which states that you enrolled in **** Resorts Auto Renew program when you purchased passes for yourself and your son in 2022. Per your understanding of the program, you are initially charged a down payment in the spring leading up to the coming winter season and the remaining balance is charged at a later date. In spring 2023 you received confirmation that the down payments had been charged however, you did not intend to renew passes for the 23/24 season so you reached out to **** Resorts to cancel these passes. However, despite requesting to cancel months before the start of the season, you were told that your pass was unable to be cancelled or refunded. As you did reach out multiple times well in advance of the season,you feel that you should be able to cancel the passes.
  

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

  **** certainly understands your concerns and they truly regret any miscommunication which may have led to your frustration. They did clarify that guests do have the ability to remove Auto Renew from their account throughout the active season however, they do also implement a deadline to opt-out prior to the initial down payments being charged in the spring. The deadline to cancel for the 23/24 season was April 9th, 2023. As you are aware, they also send out email reminders leading up to this deadline which include a list of household members enrolled in the Auto Renew program as well as the process to cancel if needed.
  

  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 the 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 unless that refund is approved through Epic Coverage.  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, Epic passes are non-refundable products. 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. **** confirmed that you and your family members are now removed from the Auto Renew program for all future seasons.Although they cannot provide a refund at this time, **** recommends 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,
  ******

  Customer Answer

  Date: 10/08/2023

   
  Complaint: 20623888
  
  I am rejecting this response because:

  **** Resorts is auto hooking customers $950 per pass for the next year season even before the previous season is over. For many that wish to renew every year there is no problem. For those that wish to cancel for the next season **** Resorts depends on 1) fine print, and 2) clutter filters, to extract additional revenue from those that did not wish to use their services the following year. It is a shrewd business strategy, but it is predatory and not a business practice that is in good faith. They should give their customers more time, more than two weeks from an auto-email (that is likely to end ** in spam) to cancel an expense this large, months in advance of its even being able to be used- especially given when its an auto-renew and the customer never intended to purchase it in the first place.

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

• Initial Complaint

  Date:09/18/2023

  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 have been using EPIC Pass for the past three years for all my family (me, my wife, and three children) ($1700); however, this year, my wife (the sole breadwinner) lost her job, and we have decided that we won't be purchasing the pass this year (we live on limited funds). So, I went to the Epic Pass website around September 6 to ensure I wouldn't be charged. Nowhere in my account, I could see my card information or that it will be automatically charged. To my surprise, I received a message from my card last week that **** Resort charged my card. I immediately called customer service, which is trained to reject refund claims. I was given a separate number - and after a 30-minute wait - I got the same result - "sorry, it is our policy that you do not qualify for a refund." This is corporate greed at its best - the system is built to game people like me (hidden information about auto charge, never notified that I will be charged, and when my money is in the hand of the corporation - implement a procedure to deny a refund by ALL means). After such a blatant gameship (if not fraud) with my living funds, I will never return to **** and will not stop until a refund is issued (their return policies have to be challenged in court, or else other people like me will suffer). There are many alternatives. What a pity that this is the only way the corporation can grow.

  Business Response

  Date: 10/05/2023

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

  We have received your complaint which states that you need to cancel your familys Epic passes due to unfortunate financial circumstances.You went online to Epics website on September 6th to cancel these passes before the final balance was charged however you were unable to do so and the final balance was charged automatically the following week. You contacted **** Resorts directly to request a refund and were told that they could not cancel your passes per their standing policy. You are seeking a refund of the passes you cannot use and you wish to voice your concerns regarding Vails Auto Renew program.
  We appreciate you taking the time to reach out and provide the details of your situation. **** Resorts is aware of your complaint and they are truly sorry to hear about your ongoing frustrations amid the challenges your family is facing. 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 guests do have the ability to remove Auto Renew from their account throughout the active season however, they do also implement a deadline to opt-out prior to the initial down payments being charged in the spring. The deadline to cancel for the 23/24 season was April 9th, 2023. They also send out email reminders leading up to this deadline which include a list of household members enrolled in the Auto Renew program as well as the process to cancel if needed.
  

  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 the 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 unless that refund is approved through Epic Coverage.  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, Epic passes are non-refundable products. 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. **** confirmed that they have removed you and your family members 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 and hope that your circumstances improve.
  

  Sincerely,
  ******

  Customer Answer

  Date: 10/06/2023

   
  Complaint: 20618813
  
  I am rejecting this response because:

  Thank you for the response, but it only highlights deceptive practices of **** Resort. The essence of my complaint wasn't merely the act of the autocharge itself, but the inability to see and manage this feature on my **** Member account online. This raises concerns about transparency in **** Resort's practices. If a customer is being autocharged, it stands to reason that they should have easy and clear access to see this charge and have the ability to cancel it if they so choose.
  Furthermore, the structure **** Resort has in place for seeing refunds by calling appears to be designed to deter customers from doing so timely. The long wait times on calls and the lack of authority among representatives to cancel the autocharge is what drives this corporation into profits. 
  Blaming the customer for not taking an action in April (when financial issues arose in September) that was, by all appearances, hidden and inaccessible, does not address the root of the issue. Instead, it sidesteps the main points of contention and leaves customers feeling unheard and undervalued.
  I would like to request a re-evaluation of my complaint, with a focus on the specific issues raised, rather than a general statement on autocharge policies.
  Thank you for your attention to this matter. I look forward to a more satisfactory resolution.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/18/23, I called to have my credit card refunding for an auto renew charge after I previously cancelled by membership. I was told that auto renew was turned off, my card would be removed and membership cancelled so I don't get charged anymore. On 9/12/23 I was charge for the season pass. I called that day and again on 9/15/23. After getting tossed around to different numbers, all I kept hearing was that they can't issue a refund due to policy. I was referred to their Epic Coverage. I did file a request in April of 2023 and was denied. I had a valid issue. No reason was given. I'm at a loss b/c I can't afford the charge right now. I feel dupped by this company and their policies are ridiculous.

  Business Response

  Date: 10/02/2023

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

  We have received your complaint which states that you reached out to **** Resorts in April to cancel your Epic pass which had been renewed through their Auto Renew program. Upon speaking with a representative you were under the impression that your pass had been cancelled and that you would not be charged the remaining balance or for any future pass products.However, you were charged in September for the remaining balance of your unwanted 23/24 Epic pass and after speaking with another representative you were informed that your pass was not able to be cancelled or refunded.Additionally, you were directed to submit a refund request through Epic Coverage but that request was denied. You are still seeking a refund at this time.
  

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

  **** absolutely understands your concerns and they are sorry that the information provided to you about Auto Renew was not clearly explained when you reached out in April. **** did clarify that guests do have the ability to remove Auto Renew from their account throughout the active season however,they do also implement a deadline to opt-out prior to the initial down payments being charged in the spring. They also indicated that email reminders are sent out periodically leading up to this deadline in order to allow guests adequate time to cancel if they wish. They provided that the deadline to opt out of Auto Renew for the 23/24 season was April 9, 2023. Once down payments are charged Epic pass products are no longer able to be cancelled or refunded.
  

  Additionally, they also advised that their records show that you have been removed from the Auto Renew program for all future seasons but that does not prevent the final balance for the current season from being charged. The Auto Renew policy, including the terms and conditions, are published on their website; you are welcome to review this policy by visiting *****************************************************************************.
  

  Although **** cannot cancel or refund your 23/24 pass, they did advise that they include Epic Coverage with all pass products. As you are aware,the Epic Coverage policy allows guests to request a refund if they are unable to use their pass due to a qualifying personal event. A detailed list of qualifying events is included in the Epic Coverage terms and conditions which are also published on their website. Per the terms and conditions of Vails pass purchase policies, which are presented and agreed to at the time guests complete their transaction, passes cannot be cancelled or refunded after purchase unless a refund is approved through Epic Coverage.
  

  We regret that we are unable to assist with your request to cancel and refund your pass. **** is aware that your initial Epic Coverage request was denied and they are truly sorry for the inconvenience this has caused. They welcome you to review the Epic Coverage terms and conditions to determine if you may have another qualifying event that would be eligible for a refund. **** assures that they will pass your comments and your feedback along to t heir leadership team as they continue to review their current policies and procedures. If you do choose to pursue a refund for another reason through Epic Coverage, **** hopes that it works out to a positive outcome and they wish you all the best as you move forward.
  

  Sincerely,
  ******

  
  

• Initial Complaint

  Date:09/15/2023

  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.

  I provided evidence of a personal event refund (see below). Specifically, I had an ACL injury diagnosed on 9/8/2023. I called their customer service multiple times. The ********************** still charged me for the Seasonal Pass and they are not refunding my fees SECTION E PERSONAL EVENT REFUNDS j. Illness or Injury of You or a Family Member. You are unable to use your Pass during the Core Season because you or a Family Member who lives in the same Permanent Residence as you suffers an accidental bodily injury, a physical illness, or a physical disease that: (i) is diagnosed by a Physician after you purchase your Pass or (ii) presents significant new or worsening symptoms that are diagnosed by a Physician after you purchase your Pass. To qualify, the injury, illness, or disease must prevent you from using your Pass for thirty (30) or more consecutive days, at least seven (7)

  Business Response

  Date: 10/02/2023

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

  We have received your complaint which states that you requested a refund through Epic Coverage for your 23/24 Epic pass which you are unable to use due to an injury. Despite the severity of your injury you were still charged the final balance for your pass. Per the Epic Coverage terms and conditions, you believe that you meet the eligibility requirements and that your request was incorrectly denied. You are still seeking a refund for 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 ongoing frustrations as you recover from your injury. They greatly respect your position and your feedback as a valued guest.
  

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

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

  Sincerely,
  ******