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 has 18 locations, listed below.

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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

• 

  Vail Mountain

  137 Benchmark Rd Avon, CO 81620

• 

  Austria Haus

  242 E Meadow Dr Vail, CO 81657

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:06/06/2023

  Type:Service or Repair 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 is in debt to ** a total of $5,003.15 for our share of rental income from a Hunter Mountain Resort Condo that we own in ******, ********. **** Resorts manages our rental activity for this one bedroom condo. The company has not paid ** for the following months of rental income: Feb. 2023: $2,617.36, March 2023: $1,788.71 and April 2023: $597.08. The first incident of failing to pay our share of rental income started with check #****** posted on 3/3/23. The check never arrived in our mail and we reported the problem immediately. We have tried to get a response from our Property Manager at Hunter Mountain Resort and from **** Resorts in ********** ******** but are unable to gain information on when we can expect to be paid.

  Customer Answer

  Date: 06/07/2023

   

  Re: Complaint #******** **** Resorts today has sent ** a statement indicating they will try to debit our banking account the amount they owe us $5,003.15. We are worried about theft and need help.

  Sent from ********************************* (*************)

  Business Response

  Date: 06/09/2023

  Hello, **************************,
  
  We have received your complaint which states that you own lodging property which is rented out by ****** ski resort in ********. You have not received payment of the rental income from February, March, and April 2023.You have contacted Hunter resort and **** Resorts regarding the missing payments but have not been able to communicate with anyone who is able to provide an update or information for you.
  
  We appreciate you taking the time to reach out and provide the details of your concerns. **** Resorts is aware of your complaint and they truly apologize for the challenges you have faced and for your continued frustrations. They sincerely respect your feedback and your position as a valued guest.
  
  We are working with **** Resorts in order to find the correct contact regarding your issue. We hope to have updated information shortly and ultimately resolve your concerns as quickly as possible. **** asks that you keep this complaint open by rejecting this initial response as we continue to investigate further. They greatly appreciate your continued patience and assure that they have elevated your case to resolve it and your concerns as quickly as possible.
  
  Sincerely,
  ******

  Customer Answer

  Date: 06/21/2023

  Dear BBB,
  
  We have received the missing rental income payments from **** Resorts. This concern is resolved.  Thank you very much for your assistance with this matter.  BBB is very much appreciated.
  
  Sincerely,
  
  *********************************
  
  Re: Case ID ********.

• Initial Complaint

  Date:06/04/2023

  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.

  on March 23, 2023I lost my employee ID which is also my pass that **** resorts issued me as a ski instructor. I lost the pass and that same day I got a concussion after lunch I lost the pass at lunch I got checked out for my concussion and finish the day and then the next day had to call out because I wasnt feeling well fast forward to the next Tuesday and Wednesday someone had used my pass, found it and use my pass on days that I was out with a concussion and when I was asked by my supervisors if I was on the mountain those days I said no, and they didnt believe me waiting to my termination

  Business Response

  Date: 06/14/2023

  Hello, Mr. ***************** have received your complaint which states that you lost your **** Resorts employee ID in March. This ID, which was issued based on your role as a ski instructor, also acts as your Epic pass which was fraudulently used by someone on dates that you were unable to ski due to a concussion. You were contacted by your supervisor who informed you of the fraudulent use and ultimately resulted in you being terminated from your position despite your protest and injury.
  
  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 to hear about the challenges you have faced and for your frustrations. They sincerely respect your position as an employee and as a valued guest.
  
  **** absolutely understands your concerns given your situation and they assure that they are reaching out to your local leadership team for more information. They ask that you keep this channel of communication open by rejecting this response to your initial complaint. They will pass along any update or resolution as soon as possible.
  
  We are truly sorry that we are unable to resolve your concerns or provide any additional information at this time. **** greatly appreciates your continued patience as they review your situation and they will provide more information shortly.
  
  Thank you,
  ******

• Initial Complaint

  Date:05/10/2023

  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 received an email on 4/11 from epic pass advertising payment options for locking in an epic pass. As I was out of the country with my family, I did not give the email much mind. Upon my return and checking my cc statement, I found a charge for $147 ON 4/12 from vail resorts. I tried several times to log into my account without success to see what the charges were for. At that point, I phoned customer service where I spoke with a representative said I was charged for 3 auto enroll deposits and would be charged the balance in September. I finally got a different number from the online chat agent on the website and spoke with *****. ***** informed me that we were signed up for auto-renewal and when I said I never signed up for that, he asked if I bought our last 4-day pass on my computer or phone. I told him likely my phone to which he said I may have missed the box to uncheck for auto renewal on the phone which is why they generally tell people to complete transactions on a computer. Where?? Where on the epic site does it say, please don't but your tickets on your phone as you may miss important information or be signed up for something you don't want. I explained to ***** that I did not actively or willingly sign up for auto-renewal and would appreciate him taking us off that program and refunding my money. He then told me that he could take us off for **** but could do nothing for us for the 2023 season. He then proceeded to tell me epic pass sent 2 emails prior to my account being charged which I explained I never saw. I never saw them as along with all the various marketing emails i get on a weekly basis from epic pass, it had gone into my spam folder. Even if I had seen the email, I likely wouldn't have believed it as I never actively signed. up for auto-renewal.***** refused to reverse the charges and I have emailed the management email he provided without a response.

  Business Response

  Date: 05/25/2023

  Hello, **************,
  
  We have received your complaint which states that you received email communication from **** Resorts on April 11th regarding the renewal of your familys Epic passes for the 23/24 season. As you were travelling internationally at the time you did not read the details of the email and you only realized your passes had been renewed when you were charged $147 on April 12th. You contacted **** Resorts to cancel the passes and were informed that you had enrolled in their Auto Renew program and that the passes would not be cancelled, the deposits would not be refunded, and that you would be charged the remaining balances in September. The representative you spoke with advised that you may have unknowingly or inadvertently enrolled in the Auto Renew program and denied your request to elevate your request for cancellation any further. You have since reached out to Vails management team but not heard back.
  
  We appreciate you taking the time to reach out and to provide the details or your situation and concerns. **** Resorts is aware of your complaint and they sincerely apologize for your continued frustrations as well as the delayed response. They greatly respect your position and your feedback as a valued guest.
  
  **** is aware that guests may choose to opt out of their Auto Renew program at any given time throughout the season. They are also aware that some guests may not have intended to enroll in the program and they regret that you were one of these guests. They indicated that they send out warning and reminder emails multiple times prior to the charge of the initial deposit in order to provide guests with adequate time to cancel Auto Renew before the opt out deadline. While they understand that you were out of town and were prevented from accessing their emails, **** did provide the required precautionary communication. These emails indicate which guests are enrolled in the Auto Renew program, which pass type will be renewed, and also provides contact information for guests who wish to cancel their Auto Renew.
  
  **** apologizes for any additional confusion which resulted from your conversation with their customer service team. Guests are able to purchase their pass via computer, their smart phone, through online chat, or by calling their pass sales team. Although it may not be as noticeable when using a mobile phone, epicpass.com does prompt guests to manually opt into the Auto Renew program at the time they purchase their pass product. Additionally,guests are also obligated to acknowledge and agree to the terms and conditions of the Auto Renew program as well as the pass purchase policy which both state that deposits are non-refundable and passes cannot be cancelled unless approved through Epic Coverage.
  
  **** welcomes you to review these policies, including the Epic Coverage policy, on their website by visiting ********************************************************** Epic Coverage terms and conditions also include a list of qualifying personal events and if you determine that you have a qualifying event which will prevent you from using the 23/24 passes, you are welcome to submit a refund request with ********.
  
  We regret that we are unable to assist with your request to cancel and refund your familys passes for the 23/24 season. **** Resorts absolutely understands your frustrations and they are sorry that they are unable to approve a refund however, per their standing policies, Epic passes are non-refundable once a deposit has been made. They will absolutely pass your feedback along to their leadership team and they will review your comments as they continue to work on and improve their current policies and procedures.**** assures that you and your family have been removed from the Auto Renew program for all future seasons and they welcome you to read through the Epic Coverage policy to determine if you may be eligible for a refund. If you do pursue a refund, **** hopes that it works out to a positive outcome and they wish you and your family the best as you move forward.
  
  Sincerely,
  ******

• Initial Complaint

  Date:05/09/2023

  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 contacted **** Resorts to sort out an issue with an Epic Ski Pass and after 6 phone calls and 3 emails I am still trying to sort out the issue. The purpose of this is to obtain a promo code for my sons Epic Pass as well as to restore the Epic Pass benefits that were lost when **** Resorts refunded my sons pass.By way of background, **** Resorts, the issuer of the Epic Pass, offers $100 promotion off the ***** season pass to any person having skied at any of the **** Resorts during the ***** season. **** Resorts also offered 10 ***** passes and 6 ski-with-a-friend passes per Epic Pass if you order before April 16. My family of four went skiing at Northstar in March 2023 and therefore eligible for the promo code. By April 16, we had only received 3 out of 4 of the $100 promo code discounts. Although we did not have the 4th promo code we went ahead on April 16 to purchase an Epic Pass for each family member. On Monday, April 17, I called the ************** number to ask about the missing promo code and to request a $100 credit towards my sons Epic Pass. Instead of applying the promo code and refunding ** $100, the Epic phone agent canceled my sons ticket entirely, refunding the full amount, and I have been trying to resolve this error ever since.On April 19 I called ************** again and was told to call **************, and the operator told me to call **************. After 6 phone calls between April ***** to try and sort out the issue, I still do not have a promo code, which I was told is computer generated and would be emailed to me in a few days. I was also told that once I have the promo code I can re-purchase my sons Epic Pass and will receive the benefits my sons ticket offered when we initially purchased it on April 16. I have since emailed ************************ only received a ticket number #******. Thats the only response I have received from **** since my initial outreach April 17.Thank you.

  Business Response

  Date: 05/26/2023

  Hello, **************,
  
  We have received your complaint which states that you purchased four Epic passes for your family in April. Your family had received discount promo codes worth $100 which could be applied toward the purchase of 23/24 Epic passes. Unfortunately, only three of the four members received a promo code, despite all four of you having a valid lift tickets which qualified you for the discounts. You reached out to **** Resorts multiple times to request the fourth discount code be applied retroactively to the purchase of your sons pass as you purchased your passes on April 16th in order to guarantee each pass included the maximum number of benefit tickets. However,upon speaking with a representative at ****, your sons pass was inadvertently cancelled and refunded instead of the discount being applied and when you reached out to correct this error they advised that they would send a code to you shortly and you would be able to purchase his pass online while also getting the full benefits. As of May 9th, you still have not received a promo code and have not been able to purchase your sons pass.
  
  We appreciate you taking the time to reach out and we sincerely apologize for our delayed response. **** Resorts is aware of your complaint and they are truly sorry that they were unable to resolve your concerns when you initially reached out and they regret your continued frustrations. **** greatly respects your position and your feedback as a valued guest.
  
  Upon review of your sons account, **** was able to confirm that his pass was repurchased on May 11th and that the $100 discount was applied to that purchase. They also confirmed that his pass includes the full number of benefit tickets and that a receipt confirmation was sent to the email address on file. Their records indicate that all four household members on your Epic account have active 23/24 Epic passes.
  
  **** is glad that they were able to resolve your concerns but they do understand your concerns regarding their procedures and they regret any inconvenience you have experienced. They assure that they will pass along your feedback and your comments regarding your experience to their leadership team as they continue to review their standing policies and procedures in order to improve their guests experiences. Despite the unfortunate start to your 23/24 season, **** hopes that you and your family will get to fully enjoy the summer and winter seasons and they look forward to seeing you on the slopes.
  
  Sincerely,
  ******
  

• Initial Complaint

  Date:05/09/2023

  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 Epic passes with Epic coverage this past year. I have been purchasing epic passes for years. Due to a change in my families circumstances this year I asked for my passes to either be refunded or moved to next year. It is my understanding that if a family losses a large % of their income that the passes are covered. I applied for a refund and was denied. I called explaining the circumstances and was told that there is nothing they could do. Loss of income is covered under the Epic coverage I have read it multiple times. I am frustrated by the company for ignoring my calls and 0 follow up. I don't even need $. I am happy with the pass being extended.

  Business Response

  Date: 05/24/2023

  Hello, ************,
  
  We have received your complaint which states that you purchased Epic passes for your family for the 22/23 season. Unfortunately, your family experienced a drastic change in your financial means and you requested a refund through Epic Coverage due to these circumstances. That request was denied and upon reaching out to **** Resorts to appeal your denied request,they advised that they cannot assist and were unwilling to listen to or review your situation. As financial loss is listed as a qualifying event under the Epic Coverage policy, you are looking for **** to review and refund your unused passes or to defer them to the current 23/24 season.
  
  We appreciate you taking the time to reach out and detail your concerns and we apologize for our delayed response. **** is aware of your complaint and they are sorry for any confusion and for your ongoing frustrations. They greatly respect your position and your feedback as a valued guest.
  
  **** is aware that many of their guests continue to experience challenges even now that the ******19 pandemic is slowing down. Due to the continued uncertainty, **** did include Epic Coverage with all pass products purchased for the 22/23 season. As you are aware, the Epic Coverage policy provides guests with the ability to request a refund for their Epic pass if they are unable to use said pass due to a qualifying personal event. While job loss, employment transfer, and furlough are all included as qualifying events,the Epic Coverage terms and conditions also outline additional eligibility requirements which must be met in order for a request to be approved.
  
  Epic Coverage requests are processed by ********, a partner company of **** Resorts. ******** is responsible for reviewing all refund requests and then approving or denying based on the information provided and the eligibility requirements set forth in the terms and conditions. If you believe that you do have an eligible event and that ********* denial was incorrect, you are welcome to appeal their decision with them directly.However, ******** reserves the right to deny any request that they do not determine meets the requirements and they may require additional documentation or information in order to reopen your case.
  
  Although **** certainly understands your concerns, and they are truly sorry for the current hardships you and your family are experiencing,they are unable to refund any Epic pass products per their purchase policy. The pass purchase policy, which is presented at the time guests complete their purchase, states that passes are non-refundable outside of the Epic Coverage policy and that passes are non-transferable to another guest or to another season. **** indicated that this policy and the terms and conditions must be agreed to in order for guests to complete their purchase. You are welcome to review this policy for your records by visiting ******************************************************.
  
  We regret that we are unable to assist with your request for a refund or a deferral of your Epic passes. Unfortunately, per Vails standing policies, Epic passes are nonrefundable and unable to be transferred. As we previously mentioned, you are welcome to appeal ********* denial of your initial request. If you do choose to pursue an appeal, **** truly hopes that it works out to a positive outcome. They wish you and your family all the best as you continue to move forward.
  
  Sincerely,
  ******

  Customer Answer

  Date: 05/24/2023

   
  Complaint: 20036632
  
  I am rejecting this response because: I had epic coverage which covers loss of financial means.  My family dropped our income by a substantial amount.  I reached out to **** explaining this.  It fits into the epic coverage policy.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/26/2023

  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 4 Epic Passes (AD Keystone Plus) on October 20, 2022 with the Epic Coverage included. This Epic Coverage was advertised as a way to be refunded if you couldn't use your pass. The Confirmation number for the purchase is #*********. I purchased these tickets with the full intention of skying this winter. My family and I went through a fall and winter of Covid. While my children recovered from their covid within two weeks I did not. My covid symptoms lasted for 4 months and so we could not use our tickets. The other three tickets were for my children who could not ski without me. I contacted **** Resorts to utilize the Epic Coverage and was told I was supposed to have informed them within 30 days of my symptoms starting. I was hopeful that my covid would get better and so did not inform at that time. Then when I appealed I was told that I did not have a doctors note and thats what I was being denied. But as we all know we were encouraged to NOT go to the doctor for COVID or its related symptoms unless it was dire. So I am requesting my refund of $1341,00 for the cost of these tickets that **** Resorts can see we did not utilize. I have been a repeat customer and have skied for years. I am truly disappointed that **** Resorts will not honor their commitment and advertisement.

  Business Response

  Date: 05/12/2023

  Hello, ******************,
  
  We have received your complaint which states that you purchased four Epic Day passes in October 2022 for the 22/23 season. You were aware that the passes included Epic Coverage and this policy advertised that refunds would be provided in the event you were unable to use them.Regrettably, your family experienced long-term health issues related to ***** which prevented you from using your passes. Per the Epic Coverage policy, you reached out to **** Resorts to request a refund of your passes and were informed that you had not submitted your request within the allotted time frame and that you did not have the necessary supporting documents required to approve your refund request. During this time the public was advised to avoid visiting hospitals or physician offices unless absolutely necessary due to the ongoing *****-19 pandemic so you were unable to get the documentation to support your case. Based on the circumstances and confusion regarding the Epic Coverage policy, you are still seeking a refund of your unused passes.
  
  We greatly appreciate you taking the time to reach out and we apologize for our delayed response. **** Resorts is aware of your complaint and they are truly sorry to hear about your familys health issues and for your ongoing frustrations. They respect your position and your feedback as a valued guest.
  
  **** is certainly aware of the challenges that the ***** pandemic posed for their guests and they regret that your family was unable to enjoy your passes because of health issues. They are truly glad to hear that you and your family are recovering. Due to the uncertainty that came from the pandemic, **** did include Epic Coverage with all pass products purchased for the 22/23 season. As you indicated, the Epic Coverage policy does provide refunds to guests that experienced a qualifying personal event which prevented them from using their pass in full. Although personal illness is listed as a an eligible event, the terms and conditions of this policy do dictate that requests must be submitted within 30 days of diagnosis and that supporting documentation must be provided upon the request of ********. They are within their right to deny any requests that do not meet the eligibility requirements.
  
  You are welcome to contact ******** to appeal their denial if you are able to provide the necessary documentation. However, Epic passes are non-refundable unless the refund is approved through Epic Coverage. This is addressed in the pass purchase policy which is presented and acknowledged at the time guests purchase their pass products. **** confirmed that guests are unable to proceed with or complete their purchase without agreeing to these terms and conditions. You are welcome to review this policy by visiting ******************************************************.
  
  We regret that we are unable to assist with your request for a refund of the passes that you did not use. **** Resorts absolutely understands your frustrations and they sympathize with you and your family. Unfortunately,per their standing policies, they cannot refund passes unless the refund has been approved through Epic Coverage. They will certainly pass your feedback and your comments along to their leadership team and they assure that they are constantly reviewing their current policies and procedures in order to provide the best experience possible for their guests. Although they are unable to review your current request any further, **** wishes you and your family the best as you continue to recover and as you move forward.
  
  Sincerely,
  ******

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 19986243
  
  I am rejecting this response because: **** Resorts committed false advertising.  They can see that not one of these passes were used at any time throughout the season and yet are unwilling to refund even though they advertised that they would in the case of COVID.  I do not accept being taken advantage of and will pursue this further. 
  
  Sincerely,
  
  ***** ***********************

• Initial Complaint

  Date:04/24/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged for a pass for ***** season without me knowing it. I did not want a pass this year, and **** snuck auto renew past me and then never emailed me reminding me or letting me know that I was enrolled in autorenew.

  Business Response

  Date: 05/12/2023

  Hello, ********************,
  
  We have received your complaint which states that you were unknowingly and unwillingly charged for an Epic pass at the start of the 22/23 season. You were unaware that you were enrolled in **** Resorts Auto Renew program and you did not receive any communication regarding your enrollment prior to the charge being posted. You have reached out to **** Resorts to request a refund or a credit for the unused pass which could be put toward a pass for another season however **** is unable to assist.
  
  We appreciate you taking the time to reach out and we sincerely apologize for our delayed response. **** Resorts is aware of your complaint and they are sorry for any confusion which has resulted in your ongoing frustrations. They greatly respect your position and your feedback as a valued guest.
  
  **** understands your concerns and they recognize that you did not intend to enroll in their Auto Renew program. Regrettably, each season there are a number of guests who are charged for a pass they cannot use and/or did not intend to purchase. Based on their records, **** indicated that you enrolled in Auto Renew at the time that you purchased your 21/22 pass on epicpass.com. Additionally, multiple email reminders were sent to guests enrolled in the program which indicated the type of pass that would be renewed,the date of the charge, and also provided contact information for guests that wished to cancel Auto Renew within the cancellation time frame. They advised that they did not receive a cancellation request prior to the opt-out deadline and therefore your pass was renewed for the 22/23 season.
  
  Although the purchase is split into two separate payments,once a deposit is charged that pass is guaranteed for that season and non-refundable. This is addressed in the pass purchase policy as well as the Auto Renew policy which are both presented and acknowledged at the time guests complete their purchase and/or enroll in Auto Renew. **** confirmed that guests are unable to proceed to the final check out step without agreeing to these terms and conditions. Additionally, the purchase policy also states that passes are non-transferable to another guest or another season. You are welcome to review this information for your records by visiting ******************************************************.
  
  We regret that we are unable to assist with your request for a refund or transfer of your unused Epic pass. Although **** certainly understands and sympathizes with you, they cannot make exceptions to their standing policies. They were able to confirm that you have been removed from the Auto Renew program for the 24/25 season onward. They truly do respect your position and they will pass along your feedback and your comments to their leadership team as they work to review their current policies and procedures.They wish you and your family the best as you continue to move forward.
  
  Sincerely,
  ******

  Customer Answer

  Date: 05/13/2023

   
  Complaint: 19977209
  
  I am rejecting this response because: I never received any emails from you "reminding" me that the pass would be auto-renewed, in accordance with your policy  Because of this I request either a refund or apply the funds toward the 2023-24 pass.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 2, 2023, I purchased two full price lift tickets (single day) for skiing at *********, ****. The ticket counter employee said I could get $100 off a 23/24 Epic Pass (administered by **** Resorts) for each ticket, which applealed to me and influenced my decision to buy two full price lift tickets. I also took a photo of the sign in the ticket counter window (attached). I have called ************ at **** Resorts at least 5 times and spoken with 5 different people and nobody can seem to help me redeem the $100 per person promotion. In my opinion, if I cannot redeem the promotion then this falls under the category of violation of truth-in-advertising laws. It has been really frustrating. The lift tickets purchased on April 2, 2023 were #*********** (*************************) and #*********** (*************************).

  Business Response

  Date: 05/04/2023

  Hello, **************,
  
  We have received your complaint which states that you purchased two lift tickets at ********* ski resort on April 2nd. At that time you were informed that you could use your lift tickets to redeem a $100 credit toward the purchase of a 23/24 Epic pass product. Upon reaching out to **** Resorts, multiple times, to redeem this credit you have not been able to speak with a representative who is able to assist. As this was advertised and influenced your purchase of lift tickets, you are concerned and feel that this promotion is fraudulent advertising. You are currently still in the process of trying to redeem this credit or getting a refund for the list tickets you purchased.
  
  We appreciate you taking the time to reach out and detail your concerns and we sincerely apologize for our delayed response. **** Resorts is aware of your complaint and they are truly sorry for your continued frustrations and for any miscommunication or confusion. They greatly respect your position and your feedback as a valued guest.
  
  As you were initially informed at the ticket window, **** Resorts does offer a promotion which allows guests who purchased a lift ticket within a specific time frame to then credit that ticket toward a pass purchase.They indicated that the maximum discount allowed is $100 and that there were a few eligibility exceptions; the promotion cannot be applied toward Epic Day passes, Edge ****** ************* passes, or Tot passes. **** apologizes if this was not clearly explained or if this has caused any additional challenges for you.
  
  However, if you are interested in purchasing one of Vails season pass products that are eligible for the promotion, **** would be happy to assist you with your purchase. Per review of your account they advised that there is no promotional code associated with your accounts but they were able to confirm your lift tickets were used and qualify for a discount. In order to assist with purchasing a pass and redeeming your credit, please contact **** directly by calling ************. They would be happy to answer any additional questions you may have at that time.
  
  We regret that we are unable to resolve your concerns at this time however, we are confident that **** Resorts will provide a more positive experience upon reaching out to them again. They truly do look forward to assisting you however they can. They also recognize the miscommunication on their part and they apologize for the inconvenience and frustration this caused. They will absolutely pass your feedback and your comments along to their leadership team as they continue to review their current policies and procedures. They wish you the best as you move forward and look forward to hearing from you.
  
  Sincerely,
  ******

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 19949675
  
  I am rejecting this response because:

  I called **** again today (May 8, 2023) and they were able to offer me the $100 credit on the season full Epic Pass.  However, I also wanted the 10 ***** passes which were being offered before April 17 (I filed my complaint on April 18 after a week of trying to purchase the pass as detailed in the original complaint).  The person I spoke to today said he could only offer me 2 ***** ************* So I am not accepting 2 ***** passes when I should be receiving 10.

   

  Business Response

  Date: 05/16/2023

  Hello **************,
  
  Thank you for taking the additional time to follow up on your initial complaint. We are very glad to hear that **** Resorts was able to assist with your request to purchase an Epic pass and apply your lift ticket discount. They apologize for the continued confusion which has prevented the complete resolution of your request.
  
  We have confirmed with ****, based on the information that you have provided, that they are aware you reached out prior to the deadline for 10 ***** ******** **** will gladly honor your request to add 10 ***** tickets to your 23/24 pass. They asked that you respond to this communication and provide the confirmation number for your 23/24 pass purchase. Once they verify your order they will make sure to add the full number of benefit tickets and send a new confirmation receipt to your email.
  
  We look forward to your response and **** looks forward to fully resolving your complaint so that you are able to enjoy the 23/24 season.
  
  Sincerely,
  ******

• Initial Complaint

  Date:04/15/2023

  Type:Billing 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.

  I had an epic pass last year and didnt want to get one this year. I noticed a $50 charge on my account from **** and logged in to see and theyd gone ahead and charged a deposit. I was enrolled in auto-renew, but didnt know it, nor did I know that they would be charging me (never received an email of any kind). When I called customer service they said theres no way to prevent them from charging me $800 in a few weeks and that I wouldve had to cancel a week ago.Im very frustrated that there was no communication about this upcoming charge and the deadline to remove myself from auto renew. Furthermore, its nearly impossible to refute it (only illness would allow me to escape) or cancel a pass that wont actually start until next December. Locking me into this pass nine months in advance is immoral and unjust.

  Business Response

  Date: 05/02/2023

  Hello, ********************,
  
  We have received your complaint which states that you purchased an Epic pass for the 22/23 winter season. You were recently charged a $50 deposit for a new Epic pass for the coming 23/24 winter season via **** ResortsAuto Renew program despite not planning to purchase another pass product. You reached out to **** to cancel the renewal of your pass and you were informed that they would not cancel your pass and that there was no way to prevent them from charging the remaining balance for your pass at a later date. They advised that you had missed the cancellation deadline by a week although you never received any communication prior to the deadline providing this information.Despite the start of the season being months away, **** has informed you that they cannot cancel or refund your pass and you do not believe this is fair treatment of their guests.
  
  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 for your frustrations and any inconvenience you have experienced. They certainly respect your position and your feedback as a valued guest.
  
  **** absolutely understands your frustrations and they are sorry that you did not receive their email alerts prior to your initial charge going through. Upon review of your account, **** clarified that the email address on file was not yours but belonged to another household member. Due to this mistake,and after your refund request was elevated and reviewed by leadership, **** did confirm that the deposit was refunded to the original credit card and your 23/24 Epic pass cancelled. A receipt was sent to your email address confirming the refund. You have also been removed from the Auto Renew program for all future seasons.
  
  We are glad that **** Resorts was able to resolve your concerns without the Better Business Bureaus intervention. **** truly does understand and respect your position and your feedback regarding their Auto Renew and cancellation policies has been passed along and reviewed by ***** leadership team. **** hopes that you are able to move forward from your unfortunate experience and they wish you all the best.
  
  Sincerely,
  ******

  Customer Answer

  Date: 05/03/2023

   
  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,
  
  *************************

• Initial Complaint

  Date:04/14/2023

  Type:Sales and Advertising 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.

  I was notified by **** Resorts/ Epic Pass that my Household's Auto Renew was coming up and that if I wanted to cancel I needed to do so before April 9th. Around April 3rd I clicked the link in the email to cancel my Household's auto renew. The link took me to My Epic Account, which includes myself and my husband *****************************, but there was no link or information showing how to cancel. I used their FAQ page and found it unhelpful as well. I tried the online chat, also not helpful, the website page all the links direct you to do not clearly help in the cancellation process. I finally called the customer service number listed in the email. A CSR helped me through the process and I thought I'd successfully cancelled the Auto Renew. On April 12th I got a text alert from ******* Bank that a charge for $50 had gone through from ******** ********** I checked my email and saw an email from **** telling me that the Auto Renew for ***************************** had gone through. On April 14th I spent over an hour on the phone with various CSR's who all refused to cancel the auto renew and refund the $50. The first number I called was ************ and they transferred me to the correct department. That CS **** refused to help me, refused to escalate the call to a supervisor until I made a pretty big fuss. Eventually a supervisor came on the line and told me the exact same things. She finally - after ***** min of blocking and refusing, gave me the Claims tel no ************. That department followed the exact same script and refused to cancel the transaction. If this auto renew isn't canceled they will charge me AGAIN in September for the full cost of the pass which I think is an additional $150. I have contacted the credit card company and filed a dispute and asked them to block any future transactions from this merchant but **** Resorts need to improve their process and train CSR's to help customers instead of blocking them. This whole process seems set up to make things too hard.

  Business Response

  Date: 05/01/2023

  Hello, ******************,
  
  We have received your complaint which states that that you attempted to cancel the automatic renewal of your familys Epic passes on April 3rd via a link sent to you from **** Resorts/Epic. Despite opting out of the program, you were still charged a $50 deposit for the renewal of your husbands Epic pass. You reached out to **** on April 14th to cancel his pass and spoke with multiple representatives who advised that they could not cancel his pass or refund the deposit. You spoke with a supervisor,after arguing with the original representatives, and the supervisor advised the same, that they would not cancel or refund the deposits. They provided you a contact number for another company who handle refund requests and also indicated that the final balance for his pass would be charged in September if his refund request is not approved. At this time your only option is to claim a fraudulent charge through your bank and you hope that **** will review their current process and procedure regarding their Auto Renew program.
  
  We appreciate you taking the time to reach out and provide the details of your concerns and we sincerely apologize for our delayed response. **** Resorts is aware of your complaint and they are sorry for any confusion or miscommunication which has resulted in your continued frustrations. They greatly respect your position and your feedback as a valued guest.
  
  **** absolutely understands your frustrations and they apologize for any missing information regarding the process to opt out of Auto Renew. In order to remove family members from the program, each guest must be opted out individually. Although you opted yourself out prior to the deadline, Vails records show that ******** Auto Renew was not cancelled which is why his deposit was charged. **** also apologizes that this was not explained when you reached out.
  
  Fortunately, per notes on your account, **** was able to confirm that ******** pass was indeed cancelled on April 21st and the deposit was refunded to the original credit card that was charged on April 10th. He has also been removed from the Auto Renew program for all future seasons and the remaining balance will not be charged despite Vails initial response to your concerns. A receipt confirming the refund of his $50 deposit was sent to your email address on file.
  
  **** truly regrets your unfortunate experience and they assure that they will pass your feedback along regarding their current policies and procedures to their leadership team. They greatly appreciate the time you took to thoroughly explain your situation and they thank you for your patience as they worked through confirming and fulfilling the cancellation of your husbands pass. **** is sorry for any inconvenience but they wish you and your family the best as you move forward.

  Sincerely,

  ******

  
  

  Customer Answer

  Date: 05/01/2023

   
  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,
  
  *****************************