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: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 had contacted vail resorts twice to determine the remaining balance on my two northeast value passes, both times the representatives had said there was a remaining balance of 376 per pass. When the date in which they announced they would charge cards had passed, we were charged ****. Far more than the promised 752 total. When I called about it, they claimed one pass was a northeast value pass and the other was a full epic pass. This was clearly an issue in their system as when we made the $50 down payment this summer; it was for two northeast value passes. Regardless of what happened there, the two times in which I had called them to verify the balance (because they had failed to send me an email receipt), if I had been told this information, I would have merely canceled the pass before the charge date. But since both employees told me the correct amount on the phone, I had assumed everything was in order. Now they are refusing to refund the additional amount and revert it to the northeast value pass like it was supposed to be, and are refusing to refund the money and cancel the pass. I simply cannot afford $990 more than promised, and really would appreciate help in this situation.

  Customer Answer

  Date: 09/15/2023

  I would like to add an additional question. Do you think you could get **** to downgrade the pass like it was supposed to be, or should we attempt to dispute the charges? Then we would unfortunately not have season passes for the year, but would rather that than pay $600 more than promised. 

  Business Response

  Date: 09/26/2023

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

  We have receive your complaint regarding the two Epic pass products that you have recently been charged for. You claim that you purchased two Northeast Value passes in the spring and upon reaching out to **** to confirm the final balance which was set to be charged in September you were informed that the balance would be $752. However, upon receiving the confirmation and receipt you discovered that you were actually charged $1366 which was the balance for one Northeast Value Pass and one full Epic Pass. As this is not what you were told by ***** representative you are seeking a refund of the extra cost and a downgrade to a Northeast Value Pass.
  

  We appreciate you taking the time to reach out and provide the details of your situation and we apologize for our delayed response. **** Resorts is aware of your complaint and they are truly sorry for any miscommunication or confusion which has resulted in your frustrations. They greatly respect your position and your feedback as a valued guest.
  

  **** absolutely understands your concerns and they understand your frustrations given the circumstances of your situation.Regrettably, although they recognize that the information initially provided by their team members caused some confusion, once a down payment is charged that pass is no longer able to be cancelled or refunded. Their records show that a full Epic pass was purchased on May 29th through their website,epicpass.com. A confirmation email was sent to the email on file indicating the pass type that was purchased. Additionally, emails were sent out prior to final balances being charged indicating the remaining balance which would be charged to the credit card on file on the predetermined date.
  

  Per Vails current pass purchase policy, which must be agreed to in order for guests to complete their purchase, all Epic pass products are no-refundable and unable to be downgraded once purchased and/ or once a down payment is made. Although **** cannot refund your current pass,they did advise that all pass products include Epic Coverage. The Epic Coverage policy allows guests to submit a refund request if they are unable to use their pass due to a qualifying personal event. A detailed list of refund eligible events and the process to request a refund are included in the Epic Coverage terms and conditions which are published on epicpass.com.
  

  We regret that we are unable to assist with your request to downgrade your pass and refund the extra amount however, per Vails standing policies, their passes are nonrefundable and unable to be downgraded. They truly apologize for the miscommunication which resulted in your ongoing frustrations and they assure that they will reach out to their team members who spoke with you in order to provide coaching. **** suggests reviewing Epic Coverage to determine whether you may have a qualifying event. If you do choose to pursue a refund through Epic Coverage they hope that it works out to a positive outcome and thy wish you the best as you move forward.
  

  Sincerely,
  ******

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20610320
  
  I am rejecting this response because:

  the business stated they sent an email with the remaining pass balances on august 4th, that is a fraudulent statement that is inherently false, let the proof be my inbox, in which I rarely clean out or delete messages, and there is zero correspondence from epic telling me the balance on my account. On top of this, as previously stated, when I called about the matter on two separate occasions talking to two separate service reps, was told the same incorrect information regarding the balances for the passes on the account. I will not accept lies in response to my claim. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 10/03/2023

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

  We are truly sorry that our previous response was not satisfactory and only further your frustrations. We reached out to **** Resorts with your new concerns and they were able to clarify the information that we provided.
  

  They regret that you did not receive the email reminders that they had indicated. Upon review of your Epic pass account they were able to confirm that the emails were sent to the email address on your account;their records indicate that email address is ************************* We did note that this email address is different from the one indicated in your Better Business Bureau complaint. **** advised that their pass purchase policy does state that guests agree to provide a valid email address for any email communication regarding their pass purchase.
  

  Although they truly do understand your position, per their policy, once a pass is purchased it cannot be refunded or downgraded. If you are able to access the email address indicated above, and you are unable to find any email communication regarding your purchase, **** will certainly look into this matter further. However, at this time, based on the information available to them, they cannot change your 23/24 Epic pass. Again, they will certainly pass along your comments to their leadership team and they wish you all the best.
  

  Sincerely,
  ******

• Initial Complaint

  Date:09/15/2023

  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.

  I purchased the Epic Pass early last winter, but my ankle injury began to worsen shortly after. I sought medical help and got tests and imaging done to find that my injury is not repairable (arthritis in the ankle). I continued to walk and hike with the injury for some time after the diagnosis, and the injury worsened. I contacted **** to get a refund for the pass due to the injury, and provided medical documents to show the diagnosis, but was denied the refund because I was outside the 30 day window of purchase for the refund. I feel this is unfair as I was still hopeful that I would be able to use the pass in that 30 day window, but the injury worsened.

  Business Response

  Date: 09/29/2023

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

  We have received your complaint which states that you purchased an Epic pass for the 22/23 season that you were unable to use due to an injury. Upon visiting your physician you were informed that your injury was chronic and that skiing would be difficult. Despite this diagnosis you remained hopeful that you would be able to use your pass and therefore did not submit a refund request until later in the season. Unfortunately, you were then told that your refund request was denied because it did not meet the eligibility requirements set forth in the Epic Coverage terms and conditions. Due to the continued worsening of your injury you are still seeking a refund of your unused 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 apologize for your frustrations and they are sorry to hear about 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 22/23 season. All refund requests are reviewed and processed by ***** partner company, Sedgwick. **** 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,
  ******

  Customer Answer

  Date: 09/30/2023

   
  Complaint: 20608991
  
  I am rejecting this response because: My injury worsened after the 30 day policy. I am unable to use the pass and have attempted to get a refund several months before the season plans to start. I want my money back. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/09/2023

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

  We greatly appreciate you following our instructions and keeping this channel of communication open. **** Resorts did reach out to their partners at Sedgwick regarding your case and have provided the following information.
  

  Unfortunately, ******** did advise that they were unable to approve your request based on the information they have received at this time.They did provide that you are welcome to appeal their decision by providing additional documentation supporting your continued inability to use your pass.If you do choose to appeal their decision please follow the instructions which are included in the email communication from ********.
  

  Although **** absolutely sympathizes with your situation,without an approved refund through Epic Coverage they cannot cancel your 23/24 Epic pass. As we previously stated, they will certainly pass your feedback along to their leadership team as well as ********* leadership team in order to review their current policies and procedures and provide the best experience possible for their guests. If you do choose to submit an appeal **** hopes that the response will be positive. They wish you the best as you continue to heal from your ongoing injury.
  

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

  Customer Answer

  Date: 10/10/2023

   
  Complaint: 20608991
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 03/13/2024

  Hello,
  
  I would like to reopen the complaint as I have had some issues getting the documentation necessary, but have been able to secure now with my health care provider. The document should be in the mail and arriving within the next few days.
  
  Is it possible to reopen please?
  

  
  

  Customer Answer

  Date: 03/20/2024

  Hello,
  I am providing the documents requested from my orthopedic doctor that state that my ankle arthritis which was diagnosed after purchasing the ski pass from **** Resorts prohibits me from skiing and using the pass. 

• Initial Complaint

  Date:09/12/2023

  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 PURCHASED A TICKET FOR THE 22 SEASON-- I WAS GIVEN A ***** **** TO USE AT MY DISCRETION. THE **** WAS GIVEN TO ME AND DID NOT WORK. AFTER CONTACTING SUPPORT THEY SAID IT EXPIRED AND THEY COULDN'T UPHOLD THE ****. THIS IS UNEXCETABLE. THE ***** AND CONDITIONS WERE NEVER GIVEN TO ME NOR WAS THERE AN EXPERATION DATE ON THE ***** **** ON THE ***** I WAS PROVIDED. I ATTACHED THE ***** I WAS GIVEN. I AM OWED A $100 DOLLAR CREDIT FOR THE 23/24 SEASON. NO ***** WERE GIVEN IN THE ***** AND WAS NEVER TOLD TO ME THE CUSTOMER-- THE BUSINESS NEEDS TO ADDRESS THIS ISSUE AND REFUND ME THE $100 CREDIT IM OWE.

  Business Response

  Date: 09/29/2023

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

  We have received your complaint which states that you received a promo code for a lift ticket that you purchased during the 22/23 season. The code provided to you was worth $100 and unfortunately did not work when you attempted to apply it toward the purchase of a 23/24 Epic pass. Upon reaching out to **** Resorts regarding the code you were told that it had expired and they would not be able to reactivate it. As you were never informed of the expiration date or of the terms and conditions, you are requesting that **** honor the code and refund you the $100 that you are unable to apply toward a pass.
  

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

  **** absolutely understands your concerns and they truly regret that information regarding your lift ticket promo code was not clearly indicated. They did clarify the details of their Lift Ticket Promotion upon request. Guests who purchase a lift ticket within a predetermined time frame are able to turn in their ticket and receive a promotional code which can be used to purchase an Epic pass product for the following season. As **** urges their guests to purchase passes as early as possible, the promo codes are only able to be redeemed for a limited time. The exact time framed varies each season but typically ends around or when pass prices increase for the first time in the spring. Further information regarding the Lift Ticket Promotion can be found on epicpass.com.
  

  Additionally, the promo code is only able to be redeemed toward the purchase of an Epic pass product and cannot be refunded to the guest. **** indicated that these discounts are provided as perks for guests who are purchasing passes for the first time. Unfortunately, per their current policy, once a promotional code has expired they cannot make any exceptions;this is true for all guests.
  

  We regret that we are unable to assist with your request for a credit and **** Resorts truly apologizes for your frustrations. They absolutely respect your feedback and assure that they will pass along your comments to their leadership team. They welcome any additional comments you may have as they continue to review their current policies and procedures in order to improve their guests experience. Although they cannot approve a credit or refund, **** certainly wishes you the best as you move forward.
  

  Sincerely,
  ******

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20591285
  
  I am rejecting this response because ME THE CUSOMTER WAS NEVER TOLD OF THE SPECIFIC REQUIREMTS OF THE COUPON. THIS IS EXTREMELY UNETHIECAL. ME THE CUSTOMER WAS NEVER TOLD OF ANY OF THESE SPECIFIC REQUIREMTNS ON THE WEBSITE. IF THATS THE **** IT SHOULD HAVE BEEN ON MY EMAIL WITH THE COUPON CODE. THIS IS YOUR BUSINESS ISSUE AND I WONT BE TAKEN ADVANTAGE OF. POOR CUSOTMER SERVICE,  POOR COMMUNICATION,  AND POOR MANAGEMENT, HORRIFIC COMPANY TAKING ADVANGES OF PEOPLE. YOU HAVE 1 STAR ON THE BBB BECUASE YOU ARE STEALING PEOPLES MONEY.
  Sincerely,
  
  *************************

  Business Response

  Date: 10/09/2023

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

  We are truly sorry that our initial response was not what you had hoped. **** Resorts absolutely understands your continued frustrations and they are sorry for the ongoing inconvenience this has caused you.
  

  Although they sympathize with you, and truly apologize for any confusion, they did confirm that they cannot make any exceptions to their policies and they cannot reactivate your promo code. As we previously stated,information regarding their lift ticket promotion is published on their website and accessible to all guests. As this is available from the time codes are sent out and throughout the duration of the program, they concluded that adequate information was provided with enough time for guests to redeem their code prior to the deadline.
  

  As we previously stated, **** absolutely respects your position and they regret your frustrations. They do not take your comments lightly and will absolutely reflect on them as they review their policies and procedures for future seasons. At this time they can no longer review your request to reactivate or redeem your expired promo code. Although they cannot assist with your concerns at this time they truly do wish you the best as you move forward.
  

  Sincerely,
  ******

  Customer Answer

  Date: 10/10/2023

   
  Complaint: 20591285
  
  I am rejecting this response because: you are stating the policy is on a website. IT  WAS NOT  provided with my discount code. NO WHERE DID IT STATE AN EXPERATION OF SET DISCOUNT CODE. This is an unethical way of handling business. I will be rejecting any response other then the credit and will continue to do so because this is truly awful business practice's. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ski pass on 9/2 for ($929). I received a confirmation saying:"CONFIRMATION:KSENIA, THANKS FOR YOUR PASS PURCHASE We received your order on September 2, 2023. Get ready for a legendary season! 2023/24 season passes will be active for ski and riding starting in Fall 2023. Please retain this email as proof of valid pass."My pass did not show ** in my account. I called **** Resorts to confirm the pass is on the way. I was told my pass purchase did not go through and that I now have to pay the higher price $949 before tax. They did not offer me a credit or would not let me pay the original agreed upon price that I received confirmation for - $929 before tax.I called 2 representatives first, and they hung up on me after I asked my question. And it wasn't until the 3rd representative that I was able to get a response.

  Business Response

  Date: 09/22/2023

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

  We have received your complaint which states that you believed you had purchased an Epic Pass on September 2nd. You received a confirmation email indicating your purchase was successful however the pass never appeared in your Epic account. Upon reaching out to Vail Resorts you were informed that your purchase was not successful and that you did not have an active pass for the 23/24 season. Additionally, they advised that despite having a confirmation email from September 2nd you would have to pay the new price for a pass if you wished to still purchase one since pass prices had increased.

  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 for your ongoing frustrations and for any confusion on their part. They sincerely respect your position and your feedback as a valued guest.
  

  Vail is aware that a number of their guests experienced a similar challenge where they received a confirmation receipt for their pass order however the total on the receipt appeared as $0. They apologize that you were one of these guests and they apologize that your issue was not resolved upon first reaching out to a representative. Vail will absolutely honor the original price that was indicated in your confirmation email and they will happily assist if you still wish to purchase a pass. In order to avoid any additional confusion or frustration, **** asks that you reach out via email and that you include a copy of your confirmation in order for them to verify the price. You can reach them at ****************************************
  

  Although we are unable to assist with or process your request directly, we are confident that Vail Resorts will be able to resolve your concerns. They look forward to hearing from you and assure that your comments regarding your experience and the challenges you faced will be passed along to their leadership team as they review their current policies and procedures.They hope that they will see you on the slopes this season and wish you the best.
  

  Sincerely,
  ******

• Initial Complaint

  Date:09/06/2023

  Type:Order 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 several issues I would like to raise with the BBB regarding practices by **** Mountain Resorts and specifically their Epic Pass process and Coverage policies. First, a bit about me: I live in ************** and love to ski out west, particularly in Colorado. Over the past couple of years, I have been introducing my children (I have 3) to the many joys of skiing, and that has included signing up for Epic passes after paying the rack rate the year prior. A trip this year led to a skiing accident and leaving with ski patrol with a sprained left MCL and a complete tear of my right MCL, ACL, and medial and lateral meniscus. It has been a long road of surgery, PT, and recovery work, but I still have a long way to go. One might expect this to be a qualifying event to opt-out for *****. However, there are loads of small print and practices employed by **** Resorts to ensure this is impossible, even for a bona fide event. First, the "auto-renew" process locks you into the pass in a way that gives the pass holder no way to downgrade or adjust before the final payment is due. I was in the midst of surgery and loads of other priorities, and I missed the fine print. Needless to say, I have removed this for the future. You cannot opt out of online; I had to call (adding is easy). Second, there is only one email sent that notes the amount that will be charged, and you cannot see this in your online account or in the pay history. The lack of transparency is designed to lock you in and make changing anything near impossible. However, upgrading is easy! Finally, I filed a claim with the insurance they claim to generously provide all ticket holders, only to be denied b/c my surgery was on April 13. I continue to be under the care of a surgeon and cannot ski. I am perplexed by the lack of willingness to recognize that this is a qualifying event and that allowing for a change will bring better customer loyalty. Please investigate $200 deposit/pending ~ $3000.

  Customer Answer

  Date: 09/19/2023

  Please also see the attached form from the surgeon / care provider indicating no skiing for the entire year post surgery.  Thank you. 

  Business Response

  Date: 09/26/2023

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

  We have received your complaint which states that you have been actively pursuing a refund for Epic passes which you are unable to use.Unfortunately, you sustained an injury during the 22/23 season which will prevent you from being able to ski during the upcoming 23/24 season. Your pass was renewed through **** Resorts Auto Renew program which you were unable to cancel prior to the cancellation deadline due to your ongoing injury and recovery. **** advised that they would not be able to refund your pass but suggested that you submit a refund request through the Epic Coverage policy. However,per the terms and conditions, your request was denied because your injury occurred during the previous season which makes you ineligible for a refund.
  

  We appreciate you taking the time to reach out and to provide the details of your situation and your concerns. **** Resorts is aware of your complaint and they are truly sorry to hear about your ongoing frustrations especially while you are still recovering from your injuries. They sincerely respect your position and your feedback as a valued guest.
  

  **** absolutely understands your concerns and they regret that your initial refund request was denied. Unfortunately, all refund requests must meet the eligibility requirements that are laid out in the Epic Coverage terms and conditions. All Epic Coverage cases are handled by ***** partner company ******** and they have the responsibility of reviewing all requests and ultimately approving or denying requests based on these terms and conditions.That said, **** recognizes the severity of your injuries and they have agreed to reach out to ******** to determine whether there is any way they may be willing to reopen and review your request again. They ask that you keep this channel of communication open by rejecting this response. Once they have more information they will provide updates through the Better Business Bureau.
  

  We regret that we are unable to resolve your request at this time however, we are confident that **** Resorts will follow up on your existing request. They greatly appreciate your continued patience and hope to have an update as soon as possible.
  

  Sincerely,
  ******

• Initial Complaint

  Date:09/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a bike pass at ****************** for 9/3/2023, and rented a DH bike. Please note, I also am an EPIC Local pass holder, 2023-****. At the end of the day, I received an email indicating that on 9/3, my pass was misused, and that my EPIC pass privileges were suspended per the **** terms of service. Logged into EPIC, and indeed, my EPIC 2023-**** pass was inactivated.I emailed ****************** who indicated that on 9/3/2023, someone who claimed to be my son attempted to access the Creekside Gondola using my pass. The only problem with that is, I was only issued one pass on 9/3/2023 and had it with me the whole day. My son is 5 and can't ride a mountain bike, so it obviously wasn't him. Regardless, I was informed that even though I wasn't aware of the misuse, I am responsible per the **** terms of service. Clearly, I have been the victim of identify theft - someone must have fradulently obtained a day pass under my name. I have no idea how this could have been done, but since I did not give my EPIC pass to anyone, this is the only logical conclusion. I have filed a police report with the ******** police and sent several emails to ******************/**** resorts, all of which have been ignored.Essentially, I am being punished by having my EPIC pass inactivated when I HAVE BEEN THE VICTIM OF CRIME. All of this, despite the fact that it was on a daily pass on the mountain bike park, not the EPIC pass that I have yet to receive - but my EPIC pass has been inactivated.The behavior of this company is beyond negligent. I have spent hours on the phone getting nowhere. I will never again use **** Resorts or EPIC pass and have cancelled our ski ****** reservations for **** and our lodging. I demand a full refund for my EPIC pass of 2023-****.

  Business Response

  Date: 09/22/2023

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

  We have received your complaint which states that you purchased a ****************** bike pass on September 3rd. This pass was purchased in addition to an Epic pass which you intended to use during the 23/24 winter season. Unfortunately you were informed that your pass had been fraudulently used which resulted in your pass then being deactivated preventing any further use. The information provided by ****************** indicates that someone unknown to you had accessed your account however they advised that they would not be able to assist with reactivating your pass. You are now seeking a refund for the pass that you will no longer be able to use.
  

  We appreciate you taking the time to reach out and provide the details of your situation and we apologize for our delayed response. **** Resorts is aware of your complaint and they are truly sorry for your frustrations and for the challenges you have faced. They sincerely respect your position and your feedback as a valued guest.
  

  **** certainly understands your concerns and they will absolutely pass your comments regarding their current procedure for fraudulent use to their leadership team. Upon review of your account it appears that you spoke with a representative at ****************** and your pass was reactivated. They did not provide any additional details about this conversation but confirmed that your concerns and your request was resolved.
  

  We are glad to hear that your situation was solved with a positive outcome and without the need for intervention from the Better Business Bureau. **** Resorts truly does appreciate your feedback and they will reach out to ****************** to confirm they have the full details of your conversation and your comments. Vails leadership team absolutely understands your frustrations and they assure that they will review their current policies and procedures. They hope that you will still be able to enjoy your pass throughout the winter season and wish you the best as you move forward.
  

  Sincerely,
  ******

• Initial Complaint

  Date:09/01/2023

  Type:Order 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 left a deposit for the ski 2023/2024 ski season through auto renewal. The ski season has not started and asked to cancel the pass for this year becuase of the kids hockey season. Was told that there are reasons for cancellation such as death, severe injury or job loss but I coulnt cancel since I put down a deposit. The ski season hasnt started and they are going to collect the remaining balance.It is difficult to find a number and spent a significant amount of time searching on the web site on how to cancel. Couldn't find the information. The phone numbers they provided were automated and only when I selected an option to purchase a new season ticket was I able to get to a live person. Thre transfers later I got to someone at corporate and they said i was obligated to make the payment. This individual was able to turn of the auto renewal function.This company has put deliberate barriers in place to make it difficult to disconnect auto renew or cancel the pass well before the sesaon starts. Given their deceptive sales practices I will not patronize any of their properties ever again.

  Business Response

  Date: 09/18/2023

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

  We have received your complaint which states that you paid a down payment for your familys 23/24 Epic passes via **** Resorts Auto Renew program. Unfortunately, you will not be able to use these passes and as the winter season has not started yet you contacted **** to cancel the passes prior to the full balance being charged. **** advised that they cannot cancel your passes unless you have a qualifying event such as death, personal injury, or illness. You believe that **** has made it difficult for guests to cancel Auto Renew prior to the opt out deadline and you wish to cancel your passes.
  

  We appreciate you taking the time to reach out and provide the details of your situation and of your concerns. **** Resorts is aware of your complaint and they truly apologize for your ongoing frustrations. They sincerely 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 do 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, 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.
  

  Sincerely,
  ******

• Initial Complaint

  Date:08/29/2023

  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 ordered a snowboarding pass through our Epic Pass account on 8/27 and it was not put into my sons name... All questions on the order asked for my name, so that's what was entered. My son is a household member on my account so this did not seem out of the ordinary. Once we got through the process we realized we were never asked for my sons name. I reached out to the company immediately to get the pass into my sons name by email (so I have a record of it) and never recieved a reply back. Today I called to get a status on it and after several phone calls, I'm told that the pass can not be put into my sons name. They will not refund or make the correction to have the pass in my son's name.

  Business Response

  Date: 09/14/2023

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

  We have received your complaint which states that you attempted to purchase an Epic Pass for your son on August 27th however, the pass was assigned under your name instead. You reached out to **** Resorts immediately after receiving the confirmation but were informed that they could not move the pass under your sons name. If they are unable to move the pass then you wish to cancel it but **** is also unable to cancel or refund the pass.
  

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

  Upon review of your account, **** has advised that the pass which was originally purchased under your name has successfully been transferred to your son. Epic passes are normally non-transferable however,because you reached out so quickly following your purchase **** was able to make an exception to their policy. They regret that your concerns were not resolved immediately following the miscommunication and apologize for any inconvenience.
  

  The Better Business Bureau is glad that your issue was resolved in a positive manner without the need for intervention. **** looks forward to seeing your son on the slopes once the winter season begins and they hope to provide the best experience possible for him. They assure that your comments regarding your experience have been passed along to their leadership team. **** welcomes any additional feedback you may have and they wish you and your family the best as you move forward.
  

  Sincerely,
  ******

• Initial Complaint

  Date:08/28/2023

  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.

  We have had a seasons pass for a number of years for ******************. Their website defaults to auto renew. We paid a nominal deposit in March for the **** season. We have not yet paid for the full passes, the season is months from starting and my family is moving out of the area. We no longer want or need nor can we use a pass. We have been told that we cannot change our mind. That we have to pay for a full pass even though we do not need one or want one. We are l forced to pay for a product we dont want, have not been provided with and cannot use for another 4/5 months. Aside from this being an obvious customer care solution that as ********************** they have decided to not acknowledge or recognize in order to force people to buy something they no longer want (its not like we actually have been provided or used it as its not available to use until late November) but if they are treating this as a co tea risk obligation Sections 25(2) and (3) of the Business Practices and Consumer Protection Act state: (c) the relocation of the consumer for the remainder of the duration of the contract, or the remainder of the time stated in the contract in accordance with section 24, so that the distance between the consumer and the supplier is more than 30 km greater than when the consumer and supplier entered into the contract, if the supplier does not provide reasonably comparable alternative facilities for the use of the consumer not more than 30 km from the consumers new location. they refuse to discuss or offer any other solutions Beyond you must BUY it.

  Business Response

  Date: 08/26/2023

  Hello, 

  Please forward to the below regional BBB for reply. 

   

  BBB GreatWest + Pacific
  ***************
  Better Business Bureau 
  This message originally read on 8/25/2023
  ***************
  Vail Resorts Management Company 
  390 **************** Ste 1000
  **********, ** 80021

  Business Response

  Date: 09/14/2023

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

  We have received your complaint which states that you were charged a down payment for your familys Epic passes in March however you no longer need the passes as you are moving out of the area. Your passes were enrolled in **** Resorts Auto Renew program without your knowledge or approval and upon reaching out to cancel your passes you have been informed that they cannot be cancelled. As you have not received the passes and have not paid the full balance you believe that you should be allowed to cancel. Additionally,per Canadas Consumer Protection Act, you should be able to cancel due to your relocation. You are seeking to cancel and refund the down payments that were charged in March.
  

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

  Upon review of your account, **** advised that your familys 23/24 Epic passes have all been cancelled and the down payments have been returned to the credit card ending in ****. They also indicated that one of their representatives at ******** resort. They are truly glad to hear that you were able to speak with someone who was able to resolve your request and listen to your concerns. Your comments have been passed along to Vails leadership team and thy greatly appreciate the feedback.
  

  The Better Business Bureau is glad that your issue was resolved in a positive manner without the need for intervention. **** Resorts is sorry for the delayed response to your complaint and your concerns have been elevated for further discussion by leadership as they continue to review their current policies and procedures to provide the best experience possible for all of their guests. They wish you and your family the best as you move on and move forward.
  

  Sincerely,
  ******

• Initial Complaint

  Date:08/25/2023

  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.

  Last year we purchased an Epic pass from **** Resorts-cost was around $900 for both passes for my husband and myself. When you purchase, they default to "automatic renewal" unless you turn it off. Our local resorts opened late and closed early due to weather and I never got to use the pass I paid for--oh well, I thought. I'll change it for next year. So before the summer started this year, I called **** Resorts to downgrade our passes. The man who answered the phone had a heavy accent and could not understand anything I was saying. I told him I wanted to cancel or downgrade our passes for the upcoming winter 23/24 season. He kept telling me that I had a employee pass that was good for 10 years, so I shouldn't cancel and he kept calling me by a name that was not mine-he was obviously in someone else's acct. I kept trying to reason with him, but he didn't understand anything. I got off the phone with him and called back 8/15 to do the same thing. The person I spoke with told me I could cancel for the upcoming season (which they have NOT charged for) and directed me to the place on the website to do so, which did not offer the option of cancelling due to financial hardship or not wanting to purchase a pass this year. So I called back again on 8/15 & spoke with someone who said even though they haven't charged me, I still can't cancel and I can't downgrade my pass, only upgrade. She advised she submitted my complaint to mgmt and would have them pull the phone call I had the first time I tried to cancel or downgrade prior to the deadline. She said they would get back in touch with me either by phone or email after they listened to the call, since all calls are taped. No one has called, no one has emailed. Today, their phone message just says call back at another time. I have reached out to **** Resorts on four different occasions now to cancel this upcoming season PRIOR TO THEM CHARGING ME. I do not give permission for **** Resorts to ever charge my credit card again.

  Business Response

  Date: 09/11/2023

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

  We have received your complaint which states that you purchased Epic passes for the 22/23 winter for you and your husband. Since then your passes for the 23/24 season have been renewed through Vails Auto Renew program and once the initial deposits are charged, those passes cannot be cancelled and the final balance charges are locked in. You were unaware that you were enrolled in this program and upon speaking with representatives at **** Resorts you have been informed that only way to request a refund for your passes is through Epic Coverage despite the fact that the remaining balances have not yet been charged.
  

  We appreciate you taking the time to reach out and provide the details of your situation and we are sorry for our delayed response. **** Resorts is also aware of your complaint and they apologize for any confusion and for your ongoing frustrations. They sincerely 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 do 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, 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. 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: 09/11/2023

   
  Complaint: 20522532
  
  I am rejecting this response because it totally overlooks the fact that I did call prior to the deadline and because my call was answered by an inept **** Resorts employee who was telling me he couldnt cancel my passes ** they were EMPLOYEE passes. The fact that these were not cancelled by the deadline is the sole fault of **** Resorts.
  

  I will add that an employee in management (after I had the call escalated to pull that initial call recording) said that the conversation was definitely in my favor and allowed me to downgrade our passes. So while this matter was already resolved and you guys are clearly unaware, its in direct conflict with everything that you state here and you should have to correct the record and admit your fault. 
  

  I dont think blaming your customer for the failures of your employees is a good strategy, but its clearly the path you are taking and its evident by your failing BBB score. 

   

  Business Response

  Date: 09/18/2023

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

  We sincerely apologize that our initial response did not fully address your concerns. **** Resorts also regrets the additional frustration that this has caused you and your family.
  

  We are glad to hear that you were able to finally speak with a member of Vails leadership team and we are even more pleased to hear that they were able to provide the refunds you requested. Per the information which was provided in the comments and records on your Epic account, **** has reached out to the original team members that you spoke with in order to provide coaching regarding their interactions with guests. They have indicated that leadership has taken steps to ensure that guests are heard and that information provided is accurate.
  

  **** truly appreciates that you have reached out with your additional comments because they do wish to provide a positive outcome and a fun time for their guests and they regret that your ongoing experience has been a negative one. We also acknowledge our lack of understanding of your initial complaint and we are sorry that we did not address all of your concerns. Just as **** Resorts intends to use your feedback to teach their team members, we will also review and reflect upon your feedback of the Better Business Bureau in order to ensure our responses are detailed and that they address the guests full complaint.
  

  **** absolutely welcomes any additional feedback you may have and/or that you would like to provide. Their leadership team absolutely recognizes your frustrations and truly hope that you will be able to enjoy your season on the slopes. Although your previous experience has not been great,**** hopes that you and your family will provide them with a chance to improve your feelings toward Epic. As we previously stated, they absolutely wish you the best as you move forward.
  

  Sincerely,
  ******