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

• 

  Mad River Mountain

  1000 Snow Valley Rd Zanesfield, OH 43360-9774

• 

  Vail Resorts Management Company

  PO Box 38 Keystone, CO 80435-0038

• 

  Mountain Sports Outlet

  167 B. Meraly Way Silverthorne, CO 80498

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:08/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am disappointed with the services that **** resorts offer. In 2021/2022 we were unable to travel due to Covid 19 and they did not honor their policy to refund participants and there are many complaints by customers online that show that only those that spent hours upon hours on the phone were refunded. Last year, we continued with season passes and because of snow storms were unable to reach the ski mountain and we had no refund or recourse. I believe it is unfair business to not allow a customer to cancel a subscription with more than 7-8 months before the season. **** has told me that I am auto enrolled, cannot un-enroll and have to pay for a ski season this year. **** resorts has a system called "Auto Renew". This year in January, I received an email that there were changes to auto enroll but I would receive future information and that in order to cancel auto-enroll I would have to call ****. Prior to this year, I was enrolled in auto-renew but was given a chance to choose whether I wanted a pass or what kind of pass I wanted. Apparently the terms and conditions were changed in January so that auto enroll would apply by a fixed date in April and after that date customers are no longer allowed to change, withdraw or cancel their season pass. I decided to un enroll in Epic but found I am unable to. I am beginning told that I cannot cancel or unenroll and will be charged for the 2023/24 ski season. The passes are about $500 each. I do not wish to participate in the program for the up coming season. I I will be charged for the 2023/24 season and cannot cancel my participation. These terms and conditions were changed this year. I was told on August 11th by **** employees that I cannot un-****** nor cancel my passes. and will be charged the nearly $1500 September 11th. I was told I cannot escalate this, talk to a manger, file a complaint or do anything to change my enrollment.

  Business Response

  Date: 08/29/2023

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

  We have received your complaint which states that you had submitted a refund request for Epic pass products that were purchased for the 21/22 winter season during the ******19 pandemic. Unfortunately, despite your understanding of **** Resorts Epic Coverage policy, that request was denied.You purchased passes for the following season which you were then unable to use due to weather and again your refund request was denied. 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 have been enrolled in this program in the past however you were not aware of their current cancellation policy and feel that you should be allowed to cancel your passes prior to the final balances being 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,
  ******

• Initial Complaint

  Date:08/08/2023

  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.

  We were charged for a reservation at Northstar Lodge at the Northstar Resort in ********** in February of 2023 that we did not make and, when we inquired, we were misdirected and then ignored by staff at ****************, Marriott, or their affiliates. The charge for the reservation we never made at Northstar Lodge was posted on Feb 12, 2023 in the amount of $1099.34 to my Mastercard.After noticing the Northstar Lodge charge, we contacted Northstar Lodge six times over the span of about three months from March through May 2023. My wife spoke to multiple people (************, and *****). The managers ***** or ***** were supposed to call back, but never did. The people my wife did speak to said that they could not find or see the $1,099.34 Northstar Lodge charge and that we should dispute the charge with Mastercard. We did that, and on May 3, 2023, Mastercard credited us back the $1,099.34. But then on May 24, 2023 Mastercard added the charge back. Again, we received no communication from ****************, Marriott, or any of their affiliates that there was any reservation or that any charges we owed. After calling Northstar Lodge again, ***** told us to email ************************************** On June 5, we emailed ************************************* to ask that the money be refunded. We received a response from someone who appeared to work in Reservation Support for Hyatt Vacation Ownership but the person did not identify themselves by name. This unidentified person told us on June 6, 2023--for the first time --that we were charged as a "no show" based on a purported reservation with confirmation no. *********. We responded four times, asking for an update and more information, including any email confirmation of the reservation or receipt that was sent to us. The unidentified person ignored us and did not provide any confirmation or receipt for this reservation.

  Business Response

  Date: 08/25/2023

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

  We have received your complaint which states that you had made reservations to stay at Northstar Lodge while on a family vacation in February 2023. Unfortunately, you were unable to take your vacation and you reached out to Northstar resort in order to cancel your reservation and request a refund. However, you were charged for your reservation despite reaching out multiple times and speaking with multiple representatives and regrettably they were unable to provide details on the transaction. You eventually spoke with a representative via email who was able to confirm that the charge was for a no show fee pertaining to your reservation in February. As you reached out at the time of your reservation, you are seeking a refund of $1099.34 which was charged mistakenly.
  

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

  **** absolutely understands your concerns and your frustrations. They are actively working with Northstar Resort to get more information and determine if they are able to assist and/or to provide the best information for you in order to resolve your frustrations. Unfortunately, they are unable to provide an update at this time but they ask that you continue to keep this channel of communication open by rejecting this response. Once **** has more information they will update you through the Better Business Bureau.
  

  Although we are unable to resolve your request at the moment, we are confident that **** Resorts will follow through and provide as much information as they are able. They thank you for your continued patience and hope to have an update shortly.
  

  Sincerely,
  ******

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20441773
  
  I am rejecting this response because: **** Resorts is waiting to hear back from Northstar.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/07/2023

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

  Again, we thank you for your ongoing patience. **** Resorts is still awaiting more information from Northstar resort and ask that you continue to keep this form of communication open. They sincerely apologize that they do not have an update at this moment but are working diligently and continue to follow up on your concerns. They wish you the best as you move forward and hope to have more information as soon as possible.
  

  Thank you,
  ******

  Customer Answer

  Date: 09/11/2023

   
  Complaint: 20441773
  
  I am rejecting this response because: we are still waiting to hear back from Northstar.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** Resorts offers a season pass, with the option to renew every year in April for the following year. A small down payment occurs in April and then collection of full payment in September for the pass that will start in November. Once one is enrolled in the auto-renew, one cannot change their mind about purchasing a season pass for the following year. One can only request a refund for the payments based on extenuating circumstances (like major illness or injury, job loss, etc). Our family circumstances have changed to the point that we will not be able to travel to the slopes this upcoming year. We realized this in August, and we would like to cancel the upcoming payment of close to $1000 for the season pass. However, epic pass does not allow us to cancel auto-renew at this point and plans to charge our credit card the amount in September.

  Business Response

  Date: 08/21/2023

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

  We have received your complaint which states that you have concerns regarding **** Resorts Auto Renew program. This program allows guests to automatically renew their Epic Pass products before the start of the winter season and provides the ability to pay the price of the pass in two payments.However, once a pass has been renewed, typically in *****, that pass is no longer able to be cancelled and the remaining balance is charged in the fall. You indicate that there is no way to cancel a pass and the only option is to request a refund once the pass has been renewed. You are requesting to cancel your familys Epic passes prior to the remaining balance to be charged shortly.
  

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

  As you provided, **** does offer a program which allows their guests to automatically renew their passes each season. However, they are aware that circumstances change and they do provide the guests the option to cancel this automatic renewal at any point throughout the season up until deposits are charged for the upcoming season. The deadline to cancel is notated in reminder emails which are sent to the email address on file for all guests enrolled in the Auto Renew program and provides the information and steps necessary to cancel within the allowed time frame. **** did confirm that email reminders were sent to the email address on you familys Epic account beginning in March 2023 which stated that the opt-out deadline was ***** 9th,2023. **** also indicated that they did not receive a request to cancel your passes prior to the deadline for the 23/24 season.
  

  If guests do not cancel their renewal prior to the deadline,their passes are nonrefundable once the deposit is charged. Epic passes are nonrefundable and nontransferable to other guests or other seasons. These details and additional information is outlined in the Epic Pass Purchase policy and the Auto Renew policy which are both presented and agreed to at the time guests purchase their pass and/or enroll in the Auto Renew program. You are welcome to review these policies for your records by visiting ******************************************************.
  

  Regrettably, per their standing policies, **** cannot assist with your request to cancel your passes for the 23/24 season. **** did indicate that all passes include Epic Coverage, at no additional cost, which provides guests the ability 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 is also posted on epicpass.com. Although they cannot review your refund request any further, **** absolutely understands your frustrations and they will pass your comments along to their leadership team. If you do choose to pursue a refund through Epic Coverage, **** hopes that it works out to a positive outcome and they wish you and your family the best.
  

  Sincerely,
  ******

• Initial Complaint

  Date:07/30/2023

  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.

  They did not have the room we booked then pit use in a room almost half the size and it was dirty and hade water dripping through the ceiling then put up the next day on a room where pot smoke was being blower threw our window then added money that was never one the agreement which we have email confirmation to prove it a lot with photos

  Business Response

  Date: 08/16/2023

  Hello, ****************,
  
  We have received your complaint regarding your recent lodging accommodations through **** Resorts. You indicated that you made a reservation however, the property did not have enough space and they moved you to a different property which was not suitable. Your room had multiple issues including a leak from the ceiling as well as the smell of marijuana seeping in from outside. You were also charged additional fees which were never disclosed or agreed to at the time you made your reservation.
  
  We greatly appreciate you taking the time to reach out and provide the details of your situation and we sincerely apologize for our delayed response. **** Resorts is aware of your complaint and they are sorry to hear about your unfortunate experience and your continued frustrations. They greatly respect your position and your feedback as a valued guest.
  
  Although they absolutely understand your concerns, Vail Resorts Management Company is unable to assist with your request for a refund on your recent stay. Each lodging property is responsible for their billing department and any concerns or requests must be addressed by them directly. If you need any additional assistance with contacting a representative at the property or at the resort, **** will gladly provide any information they have.You are welcome to reach out to them with information regarding which resort and/or which lodging property you stayed at.
  
  We regret that we are unable to provide any refunds or billing adjustments however, per Vails instructions, these concerns must be addressed by the lodging property directly. We sincerely hope that the property will be able to provide more information and a positive outcome. **** Resorts truly does appreciate your time and they respect your feedback and assure that your comments will be passed along to the appropriate teams. They wish you the best as you and **************** forward.
  
  Sincerely,
  ******

• Initial Complaint

  Date:07/10/2023

  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.

  We stayed at *************************** (TVAB) 26 Feb-4 mar 2023. All charges where paid in full prior to our arrival and when we left there were no additional charges authorized. One month after out return there was a $91.72 charge to my credit card. I called TVAB and they could not tell me what the charge was for and had no records of it. They also told me since there was no record they couldn't refund me or reverse the charges. OI then contacted the credit card company and they wouldn't do anything. My wife had a $300./00 charge put on her card as well that they couldn't explain her charge either, but her citibank card removed the charges. Attached are the receipts that were prepaid and our final bill,. none with a $91.72 cvent charge or anything the totaled that amount, Additionally a copy of my wifes **** is attached.

  Business Response

  Date: 07/27/2023

  Hello, Mr. ***************** have received your complaint which states that your family stayed at the ************* in ************ back in February/March of 2023.When you made your reservations you were required to pay your balance in full however, upon departing from your stay you discovered that you had an extra charge of $91.72. The ************* was unable to clarify what this charge was for and refused to refund the amount despite any documentation you provided confirming you had already prepaid the bill.
  
  We appreciate you taking the time to reach out and provide the details of your situation and we sincerely apologize for our delayed response. **** Resorts is aware of your complaint and they are truly sorry to hear about your ongoing frustrations. They greatly respect and value your feedback as a valued guest.
  
  We have been working with **** Resorts in order to gather more information from the ************* and we regret that we do not yet have a resolution to your request. **** Resorts assures that they will remain in contact and provide an update as soon as they are able and they ask that you keep this channel of communication open. In order to keep your Better Business Bureau complaint open, please reject this response and we will follow up as quickly as we are able.
  
  **** absolutely understands your growing frustrations and they thank you for your continued patience as we investigate your concerns further. We will provide an update as soon as we have more information.
  
  Sincerely,
  ******

• Initial Complaint

  Date:07/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** Resorts cancelation and refund policy was not disclosed to me at the time of sale. In fact, there was no sale disclosed at all. While I did purchase 2 tickets to ******** on 3/25/2022, my intent was to only buy 2 ******** lift tickets for the 2022-23 ski season. This is a once in a lifetime trip. It was never disclosed to me that I had signed up for automatic renewal. I did not have any intent or knowledge of any sort of automatic renewal. Since this was a once in a lifetime trip to a ski resort in a foreign country, I couldnt possibly have wanted or needed any sort of auto renewal for a service I never planned on using again. Im also concerned by the opt out policy they describe. I dont understand how I can be held responsible for opting out of something I never wanted, especially when I never knowingly opted in in the first place.While I see in the **** Resorts paperwork that notifications were sent on 3/8/2023 and 4/3/2023 regarding auto renewal, I never received these notifications, nor do I see any proof that they were even sent to my email address. I had zero knowledge of them, nor would I have been looking for them since I had no knowledge or need of any sort of auto renewal in the first place.The first and only time that I was notified of auto renewal was the email that I received on 4/12/2023, which Ive attached. I immediately contacted **** Resorts and requested that they cancel the charge. To my absolute amazement, I was denied. Please note that the two emails that never reached me were sent from *************************************** while the confirmation email that arrived on 4/12/2023 was sent from *************************************************** In summary, I purchased 2 lift tickets from **** Resorts in **** and used the tickets in 2023. I assumed that I was done. They have now charged me a second time for a service I neither wanted, requested, recieved or can use. I am really angry and completely baffled by their deceptive if not fraudulent behavior.

  Business Response

  Date: 07/18/2023

  Hello, ******************,
  
  We have received your complaint which states that you have been charged for a 23/24 Epic pass product which you did not authorize. You were informed by **** Resorts that you had enrolled in their Auto Renew program upon purchasing a two-day ticket in March 2022. Upon your request to cancel this pass **** advised that you had missed the opt-out deadline which was outlined in their reminder emails which were sent out in March and April of 2023. However, you did not receive these email reminders and you were only alerted of the charge when you received a receipt confirmation on April 12th.You are requesting a refund and cancellation of this pass product that you cannot and will not use in the coming season.
  
  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 truly regret any miscommunication or confusion which has resulted in your continued frustrations. They sincerely respect your position and your feedback as a valued guest.
  
  As you indicated, **** Resorts does offer an Auto Renew program for all guests who purchase an Epic Pass product. The option to enroll in the program is first presented at the time purchase a pass either through epicpass.com or over the phone while speaking with a representative but, **** also advised that guests are able to enroll in the program at any time throughout the season. They are also aware that occasionally some guests unknowingly enroll in the program and they are truly sorry that it was not clearly outlined at the time you purchased your 22/23 pass. **** has assured that they are reviewing all information provided on their websites in order to ensure that it is clear and concise for all of their guests.
  
  **** also confirmed that once a pass has been renewed through the Auto Renew program, even if only the initial down payment has been charged,that pass is non-refundable per their pass purchase policy. However, they understand that mistakes and/or errors may arise and so they do allow a ****************************************************************************** cancel if needed. You indicated that you reached out on April 12th which was the day that you received your confirmation but were informed that you could not cancel because it was beyond 24 hours after the charge was posted.**** sincerely apologizes for this confusion and they have agreed to refund your down payment and cancel the purchase of your 23/24 Epic pass product. The down payment amount has been returned to the original credit card and a receipt was sent to your email address on file.
  
  We are sorry to hear about the challenges you have faced.**** Resorts truly apologizes for your ongoing frustrations and they recognize your concerns. They have assured that your feedback and your comments have been passed along to their leadership team who continue to review and improve upon their current policies and procedures in order to provide the best experience for their guests. If you have any additional feedback or any questions you are welcome to contact **** directly. Although they regret that it took so long to resolve your request, they wish you all the best as you move forward.
  
  Sincerely,
  ******

  Customer Answer

  Date: 07/20/2023

   
  Complaint: 20287062
  
  I am rejecting this response because:
  
  I very much appreciate the written response from ****; however, **** has not reimbursed the $38.16 as promised. While I did see a brief credit to my account, it quickly disappeared and has not returned. Once **** has refunded the money as promised (and cancelled the overall transaction) I will be perfectly happy with and grateful for their response.

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

  Business Response

  Date: 08/08/2023

  Hello, ******************,
  
  We appreciate you taking the additional time to follow up on your initial complaint and to provide further information regarding your refund. We apologize again for our delayed response.
  
  **** Resorts reviewed the refund that was issued on July 18th and they confirmed that the full deposit of $51.45 CAD was processed and returned to the **** ending in ****. They advised that they sent another copy of the receipt to your email for your records. If you are still seeing a discrepancy between the amount refunded via **** Resorts and your account, **** asks that you reach out to your bank. They will be happy to assist however they can however, per their records, the deposit was refunded in full.
  
  They truly regret that you are still experiencing issues and that your concerns have not been resolved. Although they are unable to provide further insight into the discrepancy you are currently seeing, **** hopes that your bank will be able to assist and ensure that the correct amount is returned to you. They wish you the best and appreciate your time and your comments as one of their guests.
  
  Sincerely,
  ******

  Customer Answer

  Date: 08/11/2023

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

  Customer Answer

  Date: 08/12/2023

  Thank you BBB for resolving my concerns. You are an amazing service. I was getting nowhere on my own, but as soon as I had your support, everything seem to fall into place. Thank you thank you thank you.

  Customer Answer

  Date: 08/12/2023

  Thank you BBB for resolving my concerns. You are an amazing service. I was getting nowhere on my own, but as soon as I had your support, everything seem to fall into place. Thank you thank you thank you.

• Initial Complaint

  Date:06/26/2023

  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 requested a refund for my Epic Pass for 21/22 Season due to a qualifying event (elderly mother was hospitalized and I had to care for her). After multiple attempts they have completely ignored my emails and even letters from my attorney. I would like a full refund in the amount of $783.00 for my unused pass.

  Business Response

  Date: 07/13/2023

  Hello, Ms. ************************** have received your complaint which states that you requested a refund of your 21/22 Epic pass which you were unable to use due to your elderly mothers health issues. You submitted your request through Epic Coverage and have attempted to contact **** Resorts regarding the matter but have not received any follow up communication. You have also reached out via your attorney but have not yet received any response or a refund for your unused pass.
  
  We greatly appreciate you taking the time to reach out and provide the details of your concerns as well as copies of your previous communication attempts. **** Resorts is aware of your complaint and they sincerely apologize for your ongoing frustrations. They truly respect your position and your feedback as a valued guest.
  
  Although Epic Coverage is included with Epic pass products which are provided by **** Resorts, all Epic Coverage cases are handled by Vails partner company, Sedgwick. Any concerns or questions you may have regarding an Epic Coverage case should be directed toward ******** in addition to any supporting documentation in connection to your refund request. Upon speaking with ********, they advised **** that they closed your refund request because they did not receive documentation from your mothers physician which indicated continued care was necessary. You are welcome to appeal their denial by contacting ******** directly; they can be reached by calling ************** or you can reach out to your case coordinator through their email.
  
  **** absolutely understands your frustrations and they are truly sorry that you have faced these continued challenges. Unfortunately, per the terms and conditions of the Epic Coverage policy, **** Resorts does not and cannot process refunds for Epic Pass products directly. If you do choose to appeal ********* denial of your request, **** hopes that it works out to a positive outcome for you and for your family. They thank you for your time and your feedback and assure that they will pass your comments along to their leadership team as well as ********. **** wishes you and your mother the best as you move forward.
  
  Sincerely,
  ******

  Customer Answer

  Date: 07/18/2023

   
  Complaint: 20240479
  
  I am rejecting this response because: I have already contacted ********* on numerous occasions and I included the documentation with a claim number when I filed this complaint with BBB and have not received any remediation to date. Epic pass was purchased under my maiden name: *********************. The reason I am reaching out to **** is because I continue to be ignored. It is very clear you have NO intention to refund my pass. I will contact news media outlets next as well as posting on social media how awful my experience has been. 
  
  Sincerely,
  
  *****************-********

• Initial Complaint

  Date:06/20/2023

  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.

  Transaction date: 12/04/2022 Purchase of ski lift season pass for $318.00 from **** Resorts. After purchase recurrence of previous injury prevented use of pass. According to **** Resorts website, refund will be made upon submission of doctors note ( which has been obtained). I have been unable to submit required documents on line due to inability to upload documents on **** Resorts website. Have made multiple attempts to contact **** Resorts by telephone and by mail. Have been unable to obtain any response from **** Resorts. I would like to obtain refund of $318.00 for unused pass as promised by **** website. Account # ***********. Thank you for any help you may provide.

  Business Response

  Date: 06/30/2023

  Hello, ********************,
  
  We have received your complaint which states that you purchased an Epic pass for $318 on December 4th, 2022.Unfortunately, due to a previous injury, you were unable to use this pass and you submitted a refund request with **** Resorts but have been struggling to provide the necessary documentation due to website error. Youve been trying to contact **** in order to provide the required documentation both via mail and over the phone but have not received a response.
  
  We appreciate you taking the time to reach out and provide the details of your concerns. **** is aware of your complaint and they sincerely apologize for your ongoing frustrations. They greatly respect your position and your feedback as a valued guest.
  
  As you are aware, **** has included Epic Coverage with all their pass products purchased for the 22/23 season. The Epic Coverage policy does provide guests the option to request a refund of their pass if they are unable to use it due to a qualifying event. Per the policy terms and conditions, personal injury is a refund eligible event however, guests are required to provide documentation supporting the diagnosis of the injury and when the injury occurred; qualifying injuries must have been sustained after the guest purchased their pass product.
  
  Additionally, the Epic Coverage policy also indicates that all request are handled by ***** partners at Sedgwick. If you are looking to speak with a representative about your refund request, you can reach Sedgwick by calling **************; they are able to answer any questions you may have or provide additional assistance with uploading documentation. **** has reached out to ******** regarding your request and case and ******** looks forward to hearing from you shortly.
  
  We are truly sorry that we are unable to assist with your request for a refund. **** Resorts absolutely understands that your health and your safety is of the utmost importance and they apologize for any inconvenience that you continue to experience. Although **** cannot assist with your case, they are confident that ******** will gladly review and/or re-open your request upon speaking with you. They truly hope that if you choose to appeal your case with ********, and if you are able to provide supporting documentation, that it will work out to a positive outcome. **** wishes you the best as you continue to recover and move forward.
  
  Sincerely,
  ******

• Initial Complaint

  Date:06/20/2023

  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 complaints about my timeshare experience. Firstly, the sales tactics used by the representatives were misleading and manipulative. They asked personal questions and played on our emotions to convince us to consider purchasing the timeshare. Secondly, the projected costs presented during the presentation were exaggerated, creating a false impression of savings. We felt pressured and rushed, especially with the use of different price sheets and limited-time offers. Additionally, the lack of responsiveness from the timeshare company to our inquiries and requests for assistance has been frustrating. The financial burden associated with the timeshare, including high monthly payments and undisclosed maintenance fees, was not adequately explained to us. We were also not informed about a rescission period or given complete transparency about the long-term financial obligations. Overall, we feel deceived and preyed upon, and we strongly request to be released from the timeshare contract due to these grievances.

  Business Response

  Date: 07/06/2023

  Hello, ****************,
  
  We have received your complaint which states that you recently purchased a timeshare at ************ resort. However, you feel that the tactics that were used, and the information presented, were both misleading and unfair. You have attempted to contact the timeshare company and been unable to speak with anyone regarding your questions and concerns. At this time you would like to be released from your contract based on misinformation and continued grievances.
  
  We greatly appreciate you taking the time to reach out and to provide the details of your situation. **** Resorts is aware of your complaint and they are truly sorry for your ongoing frustrations and lack of resolution.They sincerely respect your feedback and you position.
  
  While **** Resorts does manage **************** Resort,unfortunately they do not manage the Grand ******** and they are unable to assist with your request to be released from your contract. They truly understand your frustration and they regret that they cannot intervene however,they suggest that you contact the ************ lodging team as they may be able to provide more information and/or contact information for Grand Lodge. You can contact them by calling ************ or via email by reaching out to *************************************** **** understands you continue to experience difficulty contacting Grand ********,and they apologize, however they did provide that there is a contact number for owners of residences at ******; that number is ************.
  
  Although **** Resorts is unable to assist, they truly appreciate your time and the feedback you have provided and they will pass your comments along to their team at ************ resort. They wish you the best and hope that ************ resort and the Grand Lodge will be able to resolve your concerns with a positive outcome.
  
  Sincerely,

  ******

• Initial Complaint

  Date:06/08/2023

  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 was automatically charged a renewal fee for season pass for next season in April despite never authorizing this. Now I can't change or get that back.**** resorts is misleading and overcharging people renewals for season passes.

  Business Response

  Date: 06/22/2023

  Hello, **************************,
  
  We have received your complaint which states that you were unknowingly charged for the renewal of your familys Epic passes in April. You did not authorize this renewal nor did you intend to renew your previous passes.Unfortunately, upon speaking with **** Resorts, you have been told that passes cannot be changed or refunded and you believe you were unfairly charged for passes through a program which misleads guests.
  
  We appreciate you taking the time to reach out and to provide the details of your concerns. **** Resorts is aware of your complaint and they sincerely apologize for your continued frustrations. They truly do respect your position and your feedback as a valued guest.
  
  **** did advise that they do offer an Auto Renew program for their guests. This program does allow guests to renew their passes each season without having to reach out over phone or on the website. However, they do understand that there are guests who may have unintentionally enrolled in the program or who choose to cancel throughout the season. **** sends reminder emails to all guests enrolled in the Auto Renew program prior to deposit charges being processed. These emails include a list of household members enrolled in the program and also include contact information for guests who wish to cancel their renewal.
  
  Per the Auto Renew policy, once the initial deposit has been charged the pass can no longer be cancelled or downgraded. This policy is presented at the time a guest enrolls in the program and guests must agree to the terms and conditions before they are able to proceed with enrollment and/or their pass purchase. Per their records, **** indicated that Auto Renew was enabled and the terms and conditions were agreed to when you purchased your passes for the previous season. Unfortunately, because they did not receive a cancellation request prior to the opt-out deadline.
  
  Although **** cannot assist with your request for a refund,they did advise that they included Epic Coverage with all passes renewed or purchased for the 23/24 season. Epic Coverage allows guests to request a refund of their pass if they are unable to use it due to a qualifying person event.The Epic Coverage policy is published on epicpass.com and includes a detailed list of qualifying events. You are welcome to review this information to determine if you have a refund eligible event. If you do choose to pursue a refund through Epic Coverage you can initiate your request by contacting Vails partner company Sedgwick at **************.
  
  We regret that we are unable to assist with your request for a refund of your familys Epic passes. **** absolutely understands and respects your position regarding their Auto Renew program and they truly regret your frustrations. Unfortunately, per their standing policies, Epic pass products are non-refundable and unable to be downgraded once a deposit has been made or the pass has been purchased in full. They assure that they will pass your concerns and your comments along to their leadership team as they continue to review their standing policies and procedures in order to improve their guestsoverall experience. They hope that you and your family may find a chance to enjoy the passes which have been renewed for the coming 23/24 season. However,if you do choose to submit a refund request through Epic Coverage, they hope that it works out to a positive outcome.
  
  Sincerely,
  ******