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Business Profile

Ski Resorts

Vail Resorts Management Company

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Ski Resorts.

Complaints

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

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    Customer Complaints Summary

    • 328 total complaints in the last 3 years.
    • 84 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:03/13/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Complaint Description:My family and I purchased four Premier Epic Passes for the ********* ski season, spending over $5,000 with the expectation of a premium ski experience at ********* Mountain. We planned our only ski trip of the season from December 27, 2023 January 8, 2024, but our trip was completely disrupted due to a ski patrol strike that ********* Mountain failed to resolve.During our trip, we were only able to ski for three days due to extremely limited terrain (15% of the mountain open) and excessive lift lines (1+ hour waits). We spent $10,000 on lodging, expecting a world-class experience, but instead, we were forced to sit in our condo waiting for ********* Mountain to resolve labor disputes. The strike ended only after our trip was over, meaning we received almost no value from our Epic Passes.After reaching out to Park City Mountain for a refund or credit, they refused to offer anything meaningful and instead provided a $200 promotional credit, which feels like an insult given how much money we spent. They also pointed to their Epic Coverage policy, which does not cover labor strikes or poor guest experienceleaving customers like us with no protection for the poor service we received.We are requesting a 50% refund of our Premier Epic Passes, which is more than reasonable given that we could only use them for three days under terrible conditions. We have also asked for direct communication with Park City Mountain but have yet to receive a meaningful response.Park City Mountain and Vail Resorts need to take responsibility for how this situation was handled and offer fair compensation to passholders who were impacted.Desired Resolution:A 50% refund of our Premier Epic Passes An acknowledgment that Park City Mountain failed to provide the expected experience for passholders during the ski patrol strike A direct conversation with a representative to discuss this issue Pass Type: Unlimited Epic Pass Pass Number: ***********

      Business Response

      Date: 03/28/2025

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

      We have received your complaint which indicated that your purchased Epic Passes for the 24/25 season with the intention of visiting ********* resort over the New Year holiday. Regrettably, your trip fell during the Ski Patrol strike that took place which impacted your ability to fully use your passes. You are seeking refunds for your passes due to the disruption to your trip instead of the credits that you received. These credits can only be used toward the purchase of new passes and do not replace refunds.

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

      Vail absolutely understands your concerns and they regret that your trip happened to fall in the middle of the Park City Ski Patrol strike. They indicated that you have spoken directly with one of their managers regarding your situation and your request. Although the Better Business Bureau recognizes that you may not have received the response or resolution that you hoped for,Vail Resorts advised that they have addressed your concerns to the best of their ability. They provided that the manager you spoke with has indicated they would reach out to you regarding your concerns in the future per comments left on your account. If you have any other questions or concerns, please contact Vail Resorts directly.

      We regret that we are unable to assist with your request for a refund or further compensation. However, per Vail Resorts standing policies,their passes are non-refundable and credits have been offered as compensation for guests affected by the Park City Ski Patrol strike. Vail truly appreciates your feedback and they assure your comments will be passed along to their leadership teams. TVail wishes you and your family the best as you move forward and hope that you may find a way to take advantage of the credits that have been provided.

      Sincerely,
      ******

    • Initial Complaint

      Date:03/13/2025

      Type:Product Issues
      Status:
      Resolved
      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 5 snow tubing tickets for a reservation on 3/1 . This was cancelled. I was told to expect a refund within 10 days. I still haven't received one. When I call the number its a busy signal. I went to their website where I purchased tickets and the agent told me he couldn't help me. I have also emailed Paoli Peaks

      Business Response

      Date: 03/19/2025

      Hello, ********,

      We have received your complaint regarding your request for a refund of five, Paoli Peaks tubing tickets. At the time you submitted your request, you receive a message indicating your refund would be processed within 10 days however, you indicate that you have not yet received one. You have been unable to get in contact with a representative who is able to assist you.

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

      Vail absolutely understands your concerns and they are truly sorry for any inconvenience this has caused you. They confirmed that a refund was processed and issued back to the original form of payment; a credit card ending in 1327. They also advised that they sent a receipt confirmation for the refund to your email address as well. If you have any concerns about the refund or if you are still unable to see it on your end, they suggest that you reach out to your bank and/or credit card company.  

      We are sorry that your concerns were not immediately resolved. However, we are glad that Vail Resorts was able to confirm that the refund has now been processed. They wish you the best as you move forward.

      Sincerely,
      ******

      Customer Answer

      Date: 03/19/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ******** *********

    • Initial Complaint

      Date:03/05/2025

      Type:Service or Repair Issues
      Status:
      Unresolved
      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.
      Please could you help me with a compensation claim.I travelled from the ** to ski in ********* (owned by Vail Resorts) with my family for a week over the New Year period. Unfortunately this coincided with the strike which had a severely detrimental impact on the quality of our holiday. Despite good snow conditions, we experienced extremely limited open slopes, long lines and very crowded conditions. We usually gave up skiing by lunchtime, my wife did not ski every day, and we even resorted to travelling to *********** for one full day (effectively paying double).Since then the only compensation offer has been a modest partial credit on next years' ski passes. As I am based in the ** and do not plan to visit a Vail Resort location next year this is worthless to **** feel I have paid for a product that was not supplied and am therefore entitled to a refund, compensation or replacement. That is a basic level of integrity and ethics that I would expect.This is not a commentary on the rights or wrongs of the strike action, but on ****** attitude towards its loyal and paying customers, who were innocent victims of the ************ appears that Vail Resorts has a history of BBB complaints which is indicative of an organisation not behaving correctly.

      Business Response

      Date: 03/05/2025

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

      We have received your complaint regarding the Epic Passes that your purchased for your family to visit ********* Mountain Resort over the winter holidays. You reside in the ************** and your familys trip, which required international travel, was impacted by the Park City Ski Patroller Strike. You received credits for the days that you skied at the resort however,as an international guest you are not able to easily return or use a North American Epic Pass in the coming season. You are requesting a refund or other compensation for your pass given your circumstances.

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

      Vail absolutely understands your concerns and they regret that your familys trip was impacted by the strike at *********. Although they sympathize and recognize the inconvenience you may experience, **** did confirm that passes are non-refundable outside of an approved Epic Coverage request. Additionally,the credits provided due to the strike can only be redeemed toward products for the 25/26 season. **** provided that you had spoken with one of their managers who had also communicated this information as well. At this time, they can no longer review your request to extend your pass credit or refund your familys passes any further.

      We regret that we are unable to assist with your request for a refund or further compensation. However, per Vail Resorts standing policies,their passes are non-refundable and credits must be redeemed within the accepted timeframe. Vail truly appreciates your feedback and they assure youre your comments will be passed along to their leadership teams. They urge you to review the details of their pass products further to learn more about the international access that is included. **** wishes you and your family the best as you move forward and hope that you may find a way to take advantage of the credits that have been provided.

      Sincerely,
      ******

      Customer Answer

      Date: 03/05/2025

       
      Complaint: 23022614

      I am rejecting this response because:

      I paid for a product that was not provided. That is beyond dispute. The only ethical response for a business with any sense of integrity is to provide compensation, reimbursement or replacement. In this instance I have been offered none of the above, just a credit that I cannot use.

      In addition I have spoken with a customer service representative who I consider duplicitous in the extreme having offered to provide a solution that I was happy with only to completely renege on that offer in our next conversation.

      None of this is acceptable or ethical and my views are supported by countless other reviews sharing similar views on Vail Resorts, which underpin a view that this is an organisation that can in no way be considered trustworthy or ethical.

      Please act with integrity as repeatedly requested.

      Sincerely,

      ***** *******

    • Initial Complaint

      Date:03/04/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Reached out for a refund (or credit for future season pass) after I tore my ACL. Got denied.When someone is undergoing an injury and surgery, the last thing on their mind is to request a refund for a pass that is 6 months from then when there are a million other priorities to focus on, like recovery and who is going to take care of the family, and work.. I requested an appeal, its been now over a month. everytime i call, its outsourced and nobody knows whats happening nor acknowledges receiving my appeal request even though *** sent it multiple times and received automated confirmation that the email was sent to the right email address. the automated response says it could take UP TO 15 business days. its been more than that. the amount of time ive spent on this including on hold on the phone is incredibly frustrating... hours... probably the WORST customer service i've ever experienced. Still no communication back.

      Business Response

      Date: 03/18/2025

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

      We have received your complaint regarding your Epic Coverage refund request which was recently denied. You submitted your request due to a torn ACL which has prevented you from using the Epic Pass that you purchased for the 24/25 season. The request was denied due to untimely submission and although you have requested to appeal the initial denial, you are still waiting for an update and response from ********.

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

      Vail absolutely understands your concerns and they are truly sorry for any inconvenience this has caused you. Fortunately, they did advise that they were able to contact their partners at ********, and they requested that your case be reviewed once again. They ask that you keep this channel of communication open while they wait for additional information to come from Sedgwick.Once they receive further details, they will follow up with you.

      We regret that we are unable to assist with you request for a refund at this moment. However, we are confident that Vail Resorts will follow up with ******** until they can determine more information and an update on your case. They thank you for your patience and wish you the best as you continue to recover.

      Sincerely,
      ******

    • Initial Complaint

      Date:03/03/2025

      Type:Product Issues
      Status:
      Resolved
      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 an Epic Local Season pass for the ***** Ski Season on April 11, 2024 for $631, however I recently lost my job (a qualifying life event for season pass refund). The policy indicates that should a qualifying life event occur, you should submit a refund request, providing requisite backup information to validate the event occurred, and a refund will be processed 7-10 days from the receipt of this documentation. I was laid off from my job on February 11th, 2025, and immediately submitted a refund request, providing my Termination Letter as well as additional language from the Release Agreement that validate this was not a voluntary action. However, more than 3 weeks has passed without any response or refund. I have since called, several times and each time, the claims specialists say that they are backlogged, and the wait time is now AT LEAST 30 days despite the written policy indicating 7-10days. Mind you, the season pass has a finite duration and during this evaluation period my pass is rendered inactive. I have not used my pass at all, so a full refund is due, and I want it at the earliest possible moment. I promptly followed the refund request process, providing all required info to validate my claim, but it seems as they are intentionally dragging their feet on this.

      Business Response

      Date: 03/05/2025

      Hello, *** ****,

      We have received your complaint regarding your Epic Coverage refund request that you submitted due to your recent job loss. At the time of your request, you received information indicating that your request would be reviewed and resolved within 7-10 business days. Unfortunately, it has been three weeks since you submitted your request, and you have not yet received a resolution or refund.

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

      Vail absolutely understands your concerns and they are truly sorry for any inconvenience this has caused you. Fortunately, they did advise that they were able to contact their partners at ********, and they requested that your case be reviewed immediately. ******** has now approved a refund of $631 for your Epic Pass and they confirmed that a check will be sent out shortly. If you have any additional questions regarding your Epic Coverage cases, please contact ******** directly.

      We are very sorry to hear about the difficulties you have faced recently. However, we are glad that Vail Resorts was able to help with getting your refund approved through Epic Coverage. They wish you the best as you move forward.

      Sincerely,
      ******

      Customer Answer

      Date: 03/12/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I appreciate the prompt response, acknowledgement that the response time fell outside of the indicated resolution time frame, and the escalation of my query to receive an immediate refund. I am now in possession of the refund check and am satisfied with the response. Hopefully, this can be used as a mechanism to avoid similar delays moving forward, as the types of life events covered in the refund policy require action with urgency and compassion. 

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

    • Initial Complaint

      Date:02/28/2025

      Type:Product Issues
      Status:
      Answered
      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 epic 3-day pass (restricted) in 2024 but I was diagnosed with cancer on 05/14/2024. I did not use this pass for even once so recently I filed claim #M25A387483 to request for refund. The request was rejected due to "You must submit your request for a Personal Event Refund within thirty (30) days of when the Qualifying Personal Event arises". This denial is unreasonable since (1) During the initial 30 days of diagnosis (05/14/2024 - 06/14/2024) I am going through all kinds of examinations and under chemotherapy. I was not aware of this 30-day policy and I cannot predict if my recovery will be good enough to let me ski again in the future before the pass expires. Also I was under medical treatment and I had no time to think about this (please who will think of cancelling a ski pass when his own life is in jeopardy!). (2) I was recently informed by doctors (during a visit on 01/29/2025) that I should not participate dangerous sports like skiing. I think this 30-day policy is unreasonable for people who have serious medical conditions like me. This is a unacceptable discrimination policy.

      Business Response

      Date: 03/04/2025

      Hello Mr. **************** have received your complaint regarding the Epic Pass you purchased for the 24/25 season. You submitted a refund request through Epic Coverage due to your recent caner diagnosis which has prevented you from using your pass. Unfortunately, your request was denied stating that it was not submitted within a timely manner. You believe this is unfair given your circumstances and are still seeking a refund.

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

      Vail absolutely understands your concerns and they are truly sorry for any inconvenience this has caused you. Fortunately, they did advise that they were able to contact their partners at ********, and they requested that your case be reviewed once again. ******** has now approved a refund of $241youre your Epic Pass and they confirmed that a check will be sent out shortly. If you have any additional questions regarding your Epic Coverage cases, please contact ******** directly.

      We are very sorry to hear about the difficulties you have faced recently. However, we are glad that Vail Resorts was able to help with getting your refund approved through Epic Coverage. They wish you the best as you move forward and hope that you may continue to recover and focus on your health.

      Sincerely,
      ******

    • Initial Complaint

      Date:02/26/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Vail Resorts sold "Epic Local Pass" with certain restrictions on usage days and locations. The website and the pass conditions stated the pass could be upgraded to an "Epic Pass" that eliminated the restrictions. On February 7, I went to my online account to upgrade. The info was the same but the site indicated a call to customer service was required. I called customer service who said the upgrades were not available. When I indicated that was inconsistent with the info at purchase and STILL on the website during our discussion, the agent said there was nothing they could do. The agent indicated management WERE AWARE the website had misleading information and other customers had similarly complained. I asked to be transferred to management and the agent said that was not possible. I filed a complaint with the Colorado Attorney General who directed me to BBB. I request a credit of of $735 x 2 = $1470 (myself and my partner) equal to the amount for 2 x 3 day passes for Telluride in lieu of the upgrade.

    • Initial Complaint

      Date:02/16/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am submitting this complaint regarding Vail Resorts failure to process my refund request in accordance with their stated policy.I purchased an Epic Ski Pass for the 2024/2025 season for a total of $529. My first payment of $49 was made on May 29, 2024, and the remaining $480 was paid on September 13, 2024. The ski season began on November 22, 2024, and I had made plans to ski in December in *****, including booking a ******** late November 2024, I learned that I was pregnant and had my first medical visit on December 4, 2024. At the recommendation of my clinician, I immediately canceled my ski trip. In January 2025, I became aware of Vail Resorts refund policy, which includes pregnancy as a valid reason for a refund. On January 25, 2025, I submitted my refund request along with all required documentation, including the necessary paperwork signed by my clinician.Since then, I have made multiple attempts to follow up with Vail Resorts regarding the status of my refund. Their website states that refund requests are processed within 7-10 days. However, despite my repeated outreach via email and phone, my request has not been processed. When I called, a representative confirmed that my documents were received and assigned to a worker but could not provide any information about why my refund had not yet been reviewed or processed. My emails have gone unanswered.I am requesting that Vail Resorts honor their refund policy and issue my refund without further delay. Additionally, I would like the company to improve its customer service response times and ensure timely processing of refund requests in accordance with their stated policies.

      Business Response

      Date: 02/18/2025

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

      We have received your complaint your Epic Coverage refund request. You submitted a request on January 26th because you are pregnant and unable to use your Epic Pass this season. At the time that you submitted the request you received communication that your request would be reviewed and processed within 7-10 business days. Unfortunately, you did not receive a response or resolution within that time frame and upon reaching out to Sedgwick, the company responsible for processing refunds, you were told that they did not have the necessary information to review and resolve your ******** are seeking assistance with having your request processed as soon as possible.

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

      Vail absolutely understands your concerns and they are truly sorry for any inconvenience this has caused you. Fortunately, they did advise that they were able to contact their partners at ********, and they requested that your case be reviewed immediately. ******** has now approved your refund request and a check has been issued to the address they have on file. Your check should arrive shortly and additional information regarding your case has been sent to your email address on file as well. If you have any additional questions regarding your Epic Coverage cases, please contact ******** directly.

      We are very sorry to hear about your frustrations. However, we are glad that Vail Resorts was able to help with getting your refunds approved through Epic Coverage. They wish you the best as you move forward and congratulate you on your growing family.

      Sincerely,
      ******

      Customer Answer

      Date: 02/18/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ***** *********

    • Initial Complaint

      Date:02/15/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      2 passes were purchased which claim to include refund coverage in the event of covered events. Refunds are being refused regardless of event that is clearly defined as covered (hospitalization / illness of family member - over 100 days in hospital and on oxygen support for full ski season)

      Customer Answer

      Date: 02/21/2025

      Good morning,

       I am writing to inform you that the business has resolved the issue filed under complaint ID ********.

      Let me know if there are any questions.

      Thank you,
      **** N

    • Initial Complaint

      Date:02/13/2025

      Type:Order Issues
      Status:
      Unresolved
      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.
      Our family had two ski trips planned for late December 2024 and February 2025. My wife went in for elective surgery in November and had complications and almost died She spent six weeks in an *** in a coma I submitted for an epic pass refund for myself and for my son and wife. I submitted hospital discharge paperwork as well as physical therapy prescriptions. The refund was approved for two of my seven claims and not for the other five. They asked for additional information which I provided in a letter from the chief surgeon of the hospital The letter stated her diagnosis, her condition and stated she was not able to travel due to the severity of her injury. ******** Your vendor has been extremely difficult to work with and continues to ask for additional information. Im not sure why a letter signed by the chief surgeon of the hospital stating that shes unable to travel is not enough He also states in the letter how significant the injury was and the time of the injury Situation with my family has been extremely difficult and dealing with ******** has made it worse

      Business Response

      Date: 02/14/2025

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

      We have received your complaint regarding the Epic Passes you purchased for family trips in December 2024 and February 2025.Unfortunately, your wife suffered severe complications from recent surgery which prevented your entire family from using your passes in full. You submitted a request for refunds of seven passes and receive refunds for two of them. However, the other five have not yet been refunded and the company responsible for processing refunds continues to ask for additional documentation to support your request despite already receiving the necessary information.

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

      Vail absolutely understands your concerns and they are truly sorry for any inconvenience this has caused you. Fortunately, they did advise that they were able to contact their partners at ********, and they requested that your cases be reviewed once again. ******** has now approved the remaining five refunds for your family and confirmed that checks will be sent out shortly.If you have any additional questions regarding your Epic Coverage cases, please contact ******** directly.

      We are very sorry to hear about the difficulties your family has faced recently. However, we are glad that Vail Resorts was able to help with getting your refunds approved through Epic Coverage. They wish you the best as you move forward and wish your wife the best as she continues to recover.

      Sincerely,
      ******

      Customer Answer

      Date: 02/19/2025

       
      Complaint: 22936262

      I am rejecting this response because:

      pleased with the processing of the lift ticket passes.  I did an epic equipment pass that I would like refunded as well. Please tell Vail resorts thank thank you for the quick response and quick action.  If they could refund me for the epic equipment pass, then we can close this action and move on. Thank you for the help


      Sincerely,

      **** ******

    Vail Resorts Management Company is NOT a BBB Accredited Business.

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