Complaints

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

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  Vail Resorts Management Company

  390 Interlocken Cres Ste 1000 Broomfield, CO 80021-8056

• 

  Vail Resorts Management Company

  PO Box 8329 Breckenridge, CO 80424-8329

• 

  Vail Resorts Management Company

  Po Box 5808 Dillon, CO 80435-7997

• 

  Vail Mountain

  137 Benchmark Rd Avon, CO 81620

• 

  Breckenridge Ski Resort

  1599 Ski Hill Rd, Breckenridge, CO 80424

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:04/12/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 3 day Epic Pass to ******** Resort on line in September 2022 for a 3 day pass for February 2023. I enjoyed my vacation in February and used my purchased ski pass. I received an email today hidden as Snow.com (not EPIC.com). I would usually delete this unknown site as junk since I never did business with Snow.com. However, I noted an "order confirmation" and investigated further. I was informed that I automatically renewed a down payment for my ski pass next season and charged $49. I called customer service and they informed me that I agreed (unknowingly) to automatically renew when I purchased my last ski pass and this was non-refundable. I asked for a copy of the document to confirm this and they were unable to send me this. I went to my account with EPIC.com and was unable to log in. I requested a password change but did not receive a response to change my password. I also was told that I am unable to to be removed from the auto-renewal account since the deadline was April 9, 2023 ( I received the billing information on 4/12/2023). So #1 , I was charged for something I never ordered ( or did not see a pre-filled box in small print), #2 I am unable to come off of the auto-renewal program, #3, I am unable to receive a refund for something I did not purchase, #4, I am unable to login to the site to investigate or confirm the purchase I never made, #5, I am unable to go online myself to cancel by auto-renewal. This is a fraudulent scam and I hope that the BBB investigates this! I fortunately can afford to be scammed $50 but EPIC is making a ton of money off of this nefarious transaction. People are actively purchasing a product and getting scammed paying for an "auto-renewal" purchase that they are unlikely completely unaware of.

  Business Response

  Date: 04/27/2023

  Hello, ************,
  
  We have received your complaint which states that you purchased an Epic pass for a ski trip in February 2023. You used your pass and did not intend to purchase another for the following 23/24 season however **** charged you a deposit on April 12th without your knowledge. Upon reaching out to Vail to reverse this charge they advised that you had opted into their Auto Renew program when you purchased your previous pass and that the deposit and your pass are non-refundable. You asked for documentation of when you opted into this program which they were unable to provide and you asked to reset your account login information so that you could access your online account to confirm your Auto Renew status. Unfortunately, you have not received updated information and are still unable to access your account. At this time you are seeking a refund of the unauthorized charge and further review of Epic due to concerns regarding their Auto Renew program.
  
  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. Vail Resorts is aware of your complaint and they are sorry for any confusion and your continued frustrations. They truly respect your position and your feedback as a valued guest.
  
  **** understands your concerns regarding their Auto Renew program.They do recognize that a number of guests do not intend to enroll in this program and they regret that you were not aware of your enrollment until you were charged. **** sends emails out to their guests enrolled in the Auto Renew program in advance of the initial deposit being charged to provide a warning and give guests the option to cancel prior to the deadline if needed. They apologize if this email was not delivered to your updated email address or if it was sent to a spam folder.
  
  As they advised, the deadline to opt out of Auto Renew for the 23/24 season was April 9th. However, upon review by their leadership and due to the confusion with their website, **** has determined that they will approve a one-time exception and refund the deposit which was charged on April 10th and they have confirmed that you will not be charged the remaining balance for your cancelled 23/24 pass. A receipt confirming the refund of your $49 deposit has been sent to your email. **** did advise that the receipt may also appear as Snow.com but that it is from Vail Resorts/ Epic.
  
  Unfortunately, for security purposes, we are unable to assist with your request to update your account login information. Vail will gladly assist with updating your password and ensuring that you are able to access your online account. They will also gladly answer any additional questions you may have. You are welcome to contact them by calling ************ or by email by contacting them via *************************************.
  
  Again, Vail Resorts regrets your frustrations and they apologize for the confusion regarding the Auto Renew program. We are glad that **** was able to provide a positive resolution to your request. As we previously stated, **** absolutely appreciates and respects your position and your feedback and they assure that your comments will be passed along to their leadership team. **** wishes you all the best as you move forward.
  
  Sincerely,
  
  ******

• Initial Complaint

  Date:04/09/2023

  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.

  We had pre paid for lift tickets and rentals. We had changed our reservation prior to ski day. On the day of skiing we checked if the resort would be closed like all of the others. We were told they were open. After traveling the hour to get thereeventually we were told closed. Wed get a full refund on everything (tickets and rentals). However were advised by ****** the computer was down but it would be processed later. We have contacted the business several times and all emails have been ignored. We tried reaching both the resort and rentals. We never received the refunds. This has been frustrating because we are long time customerseven having our wedding reception at the resort.Please refund the rentals (boots/poles/skis/helmets). Confirmation number (epic) ******** Dec 23, 2022 (****** and ******)

  Business Response

  Date: 04/26/2023

  Hello, ********************,
  
  We have received your complaint which states that you purchased tickets and equipment rentals in order to visit ***** ski resort in December 2022. You were told that the resort would be open the day of your trip but upon your arrival discovered it was in fact closed. Due to this misinformation you spoke with a representative who advised that they would refund your orders at a later date as they were experiencing technical issues at that time.Unfortunately, you have not received your refunds for your rentals and your attempts to contact ***** and **** Resorts have not been answered. You are seeking assistance with receiving your refunds.
  
  We appreciate you taking the time to reach out and provide the details of your situation and we sincerely apologize for our delayed response. Vail Resorts is aware of your complaint and they are truly sorry for your ongoing frustrations. They greatly respect you position and your feedback as a valued guest.
  
  Upon review of your account, **** confirmed that the unused lift tickets were refunded on December 24th. They also indicated that they have record of your request to refund the unused rentals as well.Regrettably, they cannot process the refund directly as it needs to be processed by their rentals team. They are reaching out to ensure that they have the required information to assist and they ask that you keep this channel of communication open while your request is still being addressed. They will provide an update as soon as they are able.
  
  We regret that we cannot resolve your request at this moment and Vail Resorts apologizes for your frustrations. They greatly appreciate your continued patience as they work to resolve your request and hope to have an update and resolution shortly.
  
  Thank you,
  ******

  Customer Answer

  Date: 05/31/2023

  The business did not follow through and I never received the promised refund on the rentals.
  Please re open 
  
  Complaint ID:
  ********

  Business Response

  Date: 06/07/2023

  Hello, ********************,
  
  We are sincerely sorry to hear that your concerns have not been addressed in full or resolved by **** Resorts. They had advised that your request was being elevated to their rentals team before your Better Business Bureau complaint had been closed however, it seems they were unable to confirm whether the refund had been issued.
  
  Upon your complaint being re-opened, we reached out to **** Resorts once again regarding your situation. They apologize that your request had not been resolved previously however, they were able to receive confirmation that the refund was processed today, June 7th. A full refund of $458.53 for rental equipment has been issued back to the **** ending in **** and a receipt was sent to the email address on file.
  
  We hope that your concerns have now all been resolved as refunds for your unused lift tickets and unused equipment have been processed.As we have previously stated, **** Resorts greatly appreciates your time and your feedback as a valued guest and they wish you and your family the best as you move forward. If you have any additional feedback or any other inquiries they welcome you to contact them directly and look forward to hearing from you.
  
  Sincerely,
  ******
  

• Initial Complaint

  Date:04/07/2023

  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.

  CONFIRMATION: ********* **** charged the wrong credit card for my purchase - they charged the card on file instead of the card I entered at check out. I reached out to customer service and their foreign customer support would not confirm a refund. It is unacceptable that they charged a credit card that they were not authorized to charge and I want it immediately refunded.

  Business Response

  Date: 04/24/2023

  Hello ********************,
  
  We have received your complaint which states that you purchased an Epic pass and that the charge was posted to the incorrect credit card. You input a credit card at the time you purchased your pass however a different one was charged without your authorization. You immediately reached out to **** Resorts to correct this however the representative you spoke with was unable to confirm that the amount was refunded to the card that was incorrectly charged. You are seeking an immediate refund and confirmation.
  
  We appreciate you taking the time to reach out and provide the details of your situation and we apologize for our delayed response. **** Resorts is aware of your complaint and they are truly sorry for the mistake and for your frustrations. They certainly respect your position and your feedback as a valued guest.
  
  Upon review of your account, **** confirmed that the amount of $676 was refunded to the credit card which was initially charged on April 6th;that credit card was an **************** and a receipt was sent to the email address on file. Your pass was repurchased and charged to the correct credit card on April 16th. Per this information, it appears that your request and your concerns were resolved by **** Resorts.
  
  Again, we apologize for our delayed response but we are glad that **** Resorts was able to resolve your issue prior to the Better Business Bureau reaching out. Although **** cannot advise why or how the incorrect credit was initially charged, they will absolutely pass this information and feedback along to their leadership team for further review. They thank you for your patience and your feedback and they hope that you enjoy your Epic pass throughout the 23/24 season.
  
  Sincerely,
  ******

• Initial Complaint

  Date:04/05/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called the customer services few times inquiring about the Epic pass. Very hard to communicated English with them plus every time customer service says something different related to the same question. I have asked to purchase Epic Pass and residing in ****** I was sold the Edge pass after looking into my account notice this is not the right pass that was given to me. Called again spend significant amount of time on the phone till my money was refunded and charged for the deposit for Epic Pass. Ask how much its the charge the rep says $1181 CAD not tax. I asked her does the price changes for ********* with respect to FX and I was told no, the fix price of $1181 is being charged for *********. My boy friend calls after 30 min wait the customer service hangs up, calls the 2nd time to purchase his, he was charged in USD with $50 higher in CAD value compare to mine. There is no standard, the Pass is not cheap and its so unfair for the customer to have such a horrible experience with customer service and Payment processing.

  Business Response

  Date: 04/21/2023

  Hello **************,
  
  We have received your complaint which states that you reached out to **** Resorts regarding an Epic pass that you purchased for the 23/24 season. You had originally purchased an Edge card, as a ******** resident, but determined that it was the wrong pass product and reached out to change your pass. Unfortunately, you experienced difficulties while attempting to explain your situation to representatives and seemed to get mixed information. **** did assist with changing your pass but they were unable to answer your inquiry regarding the conversion of USD and CAD payments. They advised that the price of an Epic pass in CAD is $1181 but when your friend purchased a pass in USD the conversion to CAD resulted in a $50 extra charge. Due to the challenges you have faced, you are seeking credits for yourself and for your friend.
  
  We appreciate you taking the time to reach out and provide the details of your concerns and we apologize for our delayed response. **** Resorts is aware of your complaint and they are truly sorry for the confusion and any miscommunication which has resulted in your frustrations. They greatly respect your position and your feedback as a valued guest.
  
  **** understands that there may have been a miscommunication regarding the pricing of their pass products. They do offer certain pass products in both CAD and USD based on the access that is provided by the pass.As the full Epic pass provides access to ****************** as well as the other North American resorts, they offer the pass in both currencies. While we cannot speak to how they determined the pricing, **** did confirm that they set prices in both currencies to provide the best deal for their guests in both countries.
  
  They do recognize and conversion rate does result in a greater amount if converted from USD to CAD which is why they offer a set price in CAD which is a better deal than purchasing as pass in USD and converting to CAD. **** is sorry that this was not more clearly explained at the time that you reached out and they are sorry that it was not explained to your friend when he reached out to change his pass. Fortunately, **** did confirm that he was able to correct this mix-up and they confirmed that he was refunded the incorrect amount and recharged in CAD.
  
  As we previously stated, **** Resorts is truly sorry for your frustrations and for any confusion. We regret to inform that they cannot provide credits but they greatly value your time and your feedback and will absolutely pass your feedback along to their leadership team. Although they cannot resolve your concerns or approve the outcome you were seeking, **** hope that you, your family, and your friend are still able to enjoy your Epic passes throughout the 23/24 winter season. They wish you the best as you move forward.
  
  Sincerely,
  ******

• Initial Complaint

  Date:03/28/2023

  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.

  My daughter bought an Epic Pass from *********** for my grandson for Christmas. We checked every weekend we were available for an opening to go to the resort. The season has past and come to find out, they were only open 20 days this season. We have had to drive to ************* to ski because they are never open. If ************* can make a base and stay open, then *********** can. The resort has gone downhill since the new ownership and they don't care at all about their visitors buying passes. They should never have sold non refundable tickets at this resort. I have contacted them and my daughter has contacted them. We have both ask for a refund and I have even ask if they could replace unused Epic Pass for a pass next season. They have refused saying that they are non-refundable through a 3rd party insurance company. I ask them to consider as a company to use common sense and act like they want to keep business and make a decision based on the fact they were barely open this season. No luck getting through to them. VERY poor ownership. They will NOT stay in business with a resort as nice as ************* within driving distance.

  Business Response

  Date: 05/11/2023

  Hello, ****************,
  
  We have received your complaint which states that your daughter bought an Epic pass for your grandson for the 22/23 season. The intention was that he would use the pass on weekends at *********** ski resort however he was unable to use his pass because the resort was open for a very short period of time throughout the season. Both you and your daughter reached out to **** to request a refund of the pass he was never able to use and were informed that his pass is non-refundable. Despite the circumstances which did not allow your grandson the ability to use his pass, **** Resorts is unwilling to refund or transfer his pass to the coming season. You are concerned about their management of *********** and their handling of the past season.
  
  We greatly 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 truly sorry for your ongoing frustrations and for your unfortunate experience. They absolutely respect your feedback and your position as a valued guest.
  
  Regrettably, many of Vails Midwest and Eastern resorts were impacted by weather which ultimately affected their 22/23 winter season. **** works very hard to provide the best experience for all their guests and to ensure that resorts are running to the best of their ability throughout the year. Due to different circumstances, certain resorts such as *********** were only open on select dates and they are very sorry that your grandsons season was negatively impacted.
  
  Although they do sympathize with you and your family, **** did advise that their Epic pass products are non-refundable, as you know. This is addressed in the pass purchase policy which is presented and acknowledged at the time guests complete their purchase; the confirmed that guests cannot proceed to checkout without agreeing to these terms and conditions.Additionally, the purchase policy indicates that passes include Epic Coverage which provides refunds in the event that a guests experiences a qualifying personal event which prevents them from using their pass. Per the Epic Coverage terms and conditions, unfortunately weather is not a refund eligible event. You are welcome to review these policies for your records by visiting ******************************************************.
  
  We regret that we are unable to assist with your request for a refund and **** Resorts is truly sorry for any inconvenience. However, per their policies, Epic passes are non-refundable unless a refund is approved through Epic Coverage. **** assured that they elevated your request to their leadership team for further review but unfortunately, they are not able to make any exceptions to their standing policies. Your feedback and your comments have been passed on to their leadership team as well as their team at *********** and they assure that they will consider the information you provided as they continue to review their current policies and procedures. **** wishes you and your family all the best as you move forward.
  
  Sincerely,
  ******

• Initial Complaint

  Date:03/27/2023

  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.

  September 5, 2022, I purchased 2 3 day passes from Epic for myself and my husband. At the time, I did not receive an immediate confirmation and still have no confirmation of that purchase. We didn't intend to use the passes until March 2023 for a trip to ******** (I have an Airbnb reservation that I made September 4, the day prior). I never received a confirmation email or the passes and didn't think of it until a week before. I did see a charge on my card for $600 which was the amount I was expecting to see for the 2 3 day passes. When I went to my orders in the account on the week leading up to the trip, a season pass for a resort (Stevens Pass) that I had never purchased or heard of appeared in my husband's account and nothing in my account. As I looked into this, I called the company and learned that the cost of 2 three day Epic passes and the "Stevens Pass" season pass was exactly the same amount on the date of purchase ($599.45). I believe there was an error within the system that applied the incorrect product to our account based on the amount of our purchase. I shared my browser history, Airbnb purchase and asked them to investigate on their technical end. After attempting to resolve with the company, I have had zero accountability that this was an error on their part and minimal inquiry - just a blow off. I never received this pass, we have never used it and never intended to. I've also filed for a refund through the coverage.

  Business Response

  Date: 04/13/2023

  Hello, ****************,
  
  We have received your complaint which states that you purchased Epic day passes for the 22/23 season in September 2022. However, you did not receive a confirmation email following your purchase and discovered some time later that the order was incorrect. You were charged for a Stevens Pass specific pass in only your husbands name. You reached out to Vail Resorts to correct your order and they advised that they could not return the existing pass nor could they approve the downgrade or purchase of day passes. As this seems to be an issue with their website you are seeking a refund of the pass that your husband cannot and will not use.
  
  We appreciate you taking the time to reach out and provide the details of your situation and we sincerely apologize for our delayed response. Vail Resorts is aware of your complaint and they regret the ongoing frustrations you have experienced. They greatly respect your position and your feedback as a valued guest.
  
  **** understands that you intended to purchase Epic day passes and they apologize for any mix-up or confusion which resulted in purchasing the wrong pass. However, after review of your account, they only have record of the purchase of the Stevens Pass product. Epic passes are non-refundable and unable to be changed or downgraded once purchased. This is addressed in the purchase policy which is presented and agreed to at the time guests complete their purchase.
  
  Although Vail cannot assist with refunds they did include Epic Coverage with all 22/23 Epic pass products. As you are aware, if you have a qualifying personal event which prevents you from using your pass, you are able to request a refund via Epic Coverage. Upon review of your husbands account, **** did confirm that a refund was approved by their partners at Sedgwick on March 25th. Refunds are issued in the form of a check and sent to the address on file; ******** advised that refunds typically arrive within two weeks of their approval. If you have not yet received his check, you are welcome to reach out to ******** directly.
  
  As we previously stated, **** is truly sorry for your frustrations and for any confusion caused by their website. They will pass your feedback along to their leadership team and they assure that they will reflect upon your comments as they work to improve their guests overall experience.Although they were unable to assist with your initial request, **** is glad that you were able to successfully request a refund through Epic Coverage. They wish you and your family the best as you move forward.
  
  Sincerely,
  ******

• Initial Complaint

  Date:03/27/2023

  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.

  I am asking for a refund on my and my wife's Epic Pass season Pass. The reason is that I fracture my tibia end of November and the doctor recommended not skiing this season I did not place the refund immediately as I was waiting to review how my leg recovered. I beleived would be able to ski at least in February or March. Unfortunately in February and still now I do not feel strong enough to ski. After 60 days of immobilization, my legs muscular mass had degraded so much that it was not wise to get back to the slopes.I have been denied refund because the refund was not placed 30 days after accident. I did not do that waiting to see my recovery. I am 69 years old so recovery is very slow.

  Business Response

  Date: 04/13/2023

  Hello, ******************,
  
  We have received your complaint which states that you purchased Epic passes for the 22/23 season which you were unable to use due to injury.You unfortunately broke your leg in November 2022 and you were advised by your doctor that you would be unable to ski for the season. Due to this diagnosis you submitted a refund request but that request was denied by Vail Resortspartner company Sedgwick due to late submission. You are appealing their denial based on the severity of your injury and your prolonged inability to use your pass.
  
  We appreciate you taking the time to reach out and provide the details of your situation and we sincerely apologize for our delayed response. Vail Resorts is aware of your complaint and they regret the frustration you have experienced. They greatly respect your position as a valued guest.
  
  Upon review of your account and your Epic Coverage case, Vail Resorts did reach out to Sedgwick on your behalf. They are happy to advise that ******** has agreed to approve the refunds of the 22/23 Epic pass products purchased for yourself and for your wife. These refunds will be issued in the form of a check which will be mailed to you. ******** provided that it may take up to two weeks for them to arrive.
  
  **** is truly sorry it has taken this long to resolve your request and they appreciate your patience throughout the process. They wish you and your family the best as you recover and hope to see you on the slopes again soon. If you have any additional questions or need assistance with your Epic account, **** welcomes you to reach out.
  
  Sincerely,
  ******

  Customer Answer

  Date: 04/14/2023

   
  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:03/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 13th, 2023 I purchased a season pass for the upcoming snow season (fall 2023) through Epic Pass's official website. During payment step I chose the option to pay for a $49 deposit immediately, and have the rest of the payment processed through September 2023. I received an order confirmation through email (attached), and was trying to confirm if the right payment plan was chosen. The receipt does not contain any details on which plan I chose; it only says IF I chose that plan, my credit card will be charged $49 - in another word, I wouldn't know until my payment is posted.Several days later I discovered that my credit card was charged for the the whole thing ($580.95). Because I was traveling during that time (and also thought it might be just a hold amount of money initially from Vail), I did not contact Epic pass through phone until today March 23, 2023 to request for billing adjustment. My request was very straight forward - change the billing option to $49 for now, and charge me the rest of it in September. After being transferred for three times, I received a solid refuse from a young lady who never allows me to speak or explain myself in thorough sentences. Two points she made:1. I had 24 hours after purchasing to made changes or cancellation;2. I should have checked the receipt and my credit card to find it out earlier and call her earlier.I countered her on these points:1. The purchase did not post on my credit card until 3/15, two days after my purchase on 3/13 (please see credit card transaction info attached for the dates) - and that's what's shown on my card right now, back then I did not see that being posted until 3-5 days later;2. I checked my receipt email IMMEDIATELY (please see email receipt attached) - but it does NOT contain and information on which payment plan I have chosen. The sentence highlighted on page 4 suggests that does not matter which payment plan is chosen the receipt would look the same, so I had no way to tell if I had made the right choice. In another word, I could not make an immediate judgement on it anyway.Before making the purchase, I spent 1 hour reading through details online about this season pass and double checked every aspect to make sure I made the right choices, so I am very confident that I had made the right choices about payment, and consider that the mistake was a glitch on Epic Pass's website. Because it is not the first time this kind of glitch happened to me. Last year I purchased six three-day passes on Epic Pass's website. While I followed their instructions on activating all of them, only two passes showed up in my account. I ended up having to call them twice to fix the error and having all six of them activated. Therefore I have sufficient reasons to doubt their website design on providing customers reliable, accurate information and feedbacks for purchasing and billing.As I said earlier, I was not requesting for a refund - I was requesting for a bill adjustment in the beginning. However, I received a surprisingly, exceptionally rude customer service response. The impatient young lady rarely allowed me complete my sentences and always try to talk over me by not even allow me to start speaking. Comparing to the pleasant, polite customer service I received several months ago from Epic Pass on fixing my account glitch, I could barely believe that both people work for the same company. I am a returning customer mostly because my last experience with Epic Pass's customer service was pleasant and efficient, and it motivated me to purchase a season pass for the upcoming year. However, the last horrible experience makes me no longer wanting to be a long-term customer anymore. Therefore, I would like to request for a full refund of the money posted on my credit card as shown in the receipt. Thank you very much for your time.

  Business Response

  Date: 04/10/2023

  Hello, ************,
  
  We have received your complaint which states that you purchased an Epic pass for the 23/24 season and you believed that you chose the payment plan option which allowed you to pay a down payment and defer the remaining payment to a later date. Unfortunately, shortly after your purchase, you realized that the full amount was charged instead of just a down payment. Upon this realization you reached out to Vail Resorts to refund the full price and change to the payment plan but, they advised that they would not refund or change your payment type. The representative explained that you should have received an email confirmation which broke down you order and your payment type and that they would not make adjustments to your bill.  You are now requesting a refund of your entire pass based on your unfortunate and negative experience.
  
  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 for your frustrations and your unfortunate experience. They highly respect your position and your feedback as a valued guest.
  
  Vail is aware that a number of guests have encountered issues when attempting differentiate between their two-part, $49 down payment option and their pay in full option when purchasing a pass online. They continue to pass along feedback to their web design team as they work to improve their guests website experience. They assure that they will pass along your feedback as well and will pass your comments along to their leadership team as well.
  
  Although they recognize that you intended to purchase your pass via their two-part payment option, Vail did confirm that they cannot make changes to payments once they have been completed. They also reviewed the email confirmation you provided and clarified that confirmations for pass purchases using the two-part payment plan do state that only $49 was paid at that time and then also specify what the remaining balance is to be charged at the later date. The confirmation you received did indicate that the full amount was charged on March 13th.
  
  Vail also provided addition information regarding their pass change/downgrade/cancellation policy. They understand you initially wished to keep you pass but change the payment type but indicated that they cannot assist with this request because that would require an initial refund of your original purchase and Epic passes are non-refundable. This is addressed in the pass purchase policy which was presented at the time your pass was purchased and the terms and conditions were agreed to. You are welcome to review this policy for your records by visiting ******************************************************.
  
  We regret that we are unable to assist with your request to change your Epic pass payment plan and your request to cancel your pass. Vail Resorts also apologizes that this was not explained clearly and resulted in your frustrations. They truly do respect your position however, per their standing policy and the terms and conditions that were agreed to upon the purchase of your pass, they confirmed that they cannot approve a payment change nor can they approve a refund of your pass. Although Vail cannot refund your pass, they did indicate that the Epic Coverage policy, which is included with all Epic pass products, does provide refunds for guests who experience a qualifying event which prevents them from using their pass. You are welcome to review this policy and a list of qualifying events on epicpass.com. Regardless of whether you choose to pursue a refund or find a way to use your pass, **** wishes you and your family the best as you move forward.
  

  Sincerely,
  ******

• Initial Complaint

  Date:03/22/2023

  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 went to ********* in March 2023. I originally intended to ski 3 days so I purchased an Epic Day Pass with 3 days prior to going on the trip. However, a few days before arriving in *********, I became ill which prevented me from using my first day pass. It was a serious cold and sinus infection. By the second day I felt well enough to go skiing. However, after skiing I started to feel an intense pain in my lower left calf which persisted through the night and into the next day. This prevented me from skiing the 3rd day as I was in danger of aggravating the injury if I attempted to ski again.Another person on my trip missed a day that he paid for at ********* and was able to email them and get a full refund no questions asked. He told me this so I contacted Vail Resorts, **** which administers the Epic Pass to inquire about a refund or potentially a credit for the following ski season.I was talking to a service agent named *** about my issue and he told me I would need to submit doctor's notes in order to be eligible for a refund. I explained to him that a doctor wouldn't be able to evaluate my past illness or injury as I had already recovered. I also explained to him that it would also cost me more money to see a doctor (unnecessarily) than the monetary value of the refund I was seeking. It is my belief that Vail Resorts, **** placed such a excessive requirement for their refund policies to discourage customers from seeking refunds for prepayments for services not yet rendered.Jan gave me the number to the department which handles refunds. I asked him if I would be able to get a hold of someone if I called the number. He had no idea. I asked him for the hours of operation and he responded by telling me he had to answer other customer calls. I asked him if his manager would be able to take over my call and he told me his manager was in a meeting. I asked if his manager would be able to call me back once they finished and he said his manager was very busy.

  Business Response

  Date: 04/06/2023

  Hello, ************,
  
  We have received your complaint which states that you visited ********* resort in March 2023 with the intention of riding over three days.Unfortunately, you were unable to use your pass the first day due to an illness and the third day due to injury. You were only able to use one of the three days so you reached out to **** Resorts in order to request a refund of your unused days. They advised that you would need to submit a refund request through Epic Coverage and provide documentation from a doctor regarding your health.You have concerns regarding Vails policies and procedures and are still in the process of requesting and receiving a refund.
  
  We 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 for your ongoing frustrations. They greatly respect your position and your feedback as a valued guest.
  
  **** recognizes there may be some confusion regarding Epic Day pass products and their refund eligibility. As day passes are Epic pass products, they are subject to the Pass Purchase terms and conditions. These terms and conditions are presented at the time guests purchase their pass and they do state that passes are non-refundable unless a refund is approved through Epic Coverage. The Epic Coverage policy was included with all passes and allows guests the ability to request a refund of their pass if they determine that they have a qualifying event.
  
  **** published the Epic Coverage policy on their website,epicpass.com, which includes a detailed of qualifying events. While personal illness and personal injury are both included as eligible events, the terms and conditions do state that guests must provide physician documentation to support their request. Vails partner company, Sedgwick, handles all Epic Coverage requests and they do have the right to deny refund requests that do not meet eligibility requirements and/or provide the required documentation. You are welcome to review both these policies for your records by visiting ******************************************************.
  
  We regret that we are unable to assist with your request for a refund of your unused days. **** absolutely sympathizes with you and they are truly sorry that your trip was cut short due to unfortunate circumstances.However, their standing policies do state that passes are non-refundable unless a refund is approved through Epic Coverage and they can no longer review your request any further. They will pass your feedback and your comments along to their leadership team as they continue to review their current policies and procedures. You are able to appeal ********* denial of your case if you wish but they do require supporting documentation in order to elevate your case for further review. If you do choose to continue pursuing a refund through Epic Coverage, **** hopes that it works out to a positive outcome and they wish you the best as you move forward.
  
  Sincerely,
  ******

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19637988
  
  I am rejecting this response because I am already aware of their refund policies and am protesting them as being excessively abusive to the goodwill of their customers. If they can explain to me how I can obtain a doctor's note at this point in time for an illness and injury I no longer at a cost which is less than the value of the refund that I am seeking, then I am open to hearing their proposal.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/21/2023

  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 submitted a refund request under the Epic Coverage protection on 3/8/2023. I would like to keep the information provided private, but I met the conditions for a refund based on the Epic coverage policy and it did not mention physician proof needed in the section related to my incident, however it did for others. I am not seeking medical assistance for my incident but expect a full refund. I am looking for your help in resolving since I have not had any luck with the company directly and have felt very disrespected during this difficult time. I am owed a refund of $191.95.

  Business Response

  Date: 04/06/2023

  Hello, *******************,
  
  We have received your complaint which states that you requested a refund of your Epic pass through Epic Coverage on March 8th.Although you do not wish to provide the details of your situation, you believe that you do have a qualifying event. Your request was denied because **** Resorts partner company, ********, stated that they did not receive the necessary documentation to support your case. Per your understanding of the Epic Coverage policy, you dont believe medical documentation is required and are seeking a refund of the pass that you cannot use.
  
  We appreciate you taking the time to reach out and we are truly sorry for our delayed response. **** Resorts 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, **** did include Epic Coverage with all pass products purchased for the 22/23 season. This policy provides coverage for qualifying personal events such as personal injury, illness, pregnancy, etc.and allows guests the option to request a refund if they are unable to use their pass due to one of these events. Per the notes provided by ********, **** indicated that your request was submitted based on pregnancy. Although the terms and conditions do not explicitly state medical documentation is required for requests filed due to pregnancy, they do dictate the need for confirmation of pregnancy status after a pass was purchased. ******** requests physician documentation to confirm this status.
  
  **** certainly respects your position and your concerns with providing personal medical information. However, although they understand, Epic pass products are non-refundable unless a refund is submitted via Epic Coverage and approved. This is addressed in the pass purchase policy which is presented and must be acknowledged prior to completing your purchase. You can review this policy for your records by visiting: ******************************************************.
  
  **** Resorts sympathizes with you and they regret that they cannot assist with your refund request. Unfortunately, per their standing policies, Epic passes are non-refundable unless the refund is approved via Epic Coverage. **** will absolutely pass your feedback and your comments along to their leadership team and they appreciate the time you have taken to provide these details. You are welcome to appeal ********* denial of your request however, they will require medical documentation in order to elevate your request for further review. If you do choose to further pursue your refund with Epic Coverage, **** hopes that it works out to a positive outcome and they wish you and your family the best as you move forward.
  
  Sincerely,
  ******

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19630763
  
  I am rejecting this response because I have adequate proof of pregnancy (positive pregnancy test) and the terms did not say a doctors note was required. It said proof was required, which I have provided.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 04/21/2023

  Hello, ******************,
  
  Thank you for taking additional time to follow up on your initial complaint. We are truly sorry that we were unable to assist and Vail Resorts regrets that they were unable to resolve your concerns.
  
  As we previously stated, Vail respects your position regarding your medical information. However, despite their understanding, **** has no input with regard to the supporting documentation that is required by ********. You are welcome to appeal their denial of your request but in order for them to reopen your case or review it any further they will require additional information. If they do not receive sufficient documentation to support your request then they have the right to deny your request.
  
  Vail certainly understands your frustration and they are sorry for any miscommunication which has resulted in your ongoing frustrations.Regrettably, we can no longer assist with your request for a refund and Vail Resorts cannot review your request any further. Per their policy, Epic passes are non-refundable unless a refund is approved through Epic Coverage and Sedgwick handles these cases. You are welcome to contact ******** to appeal their denial but they retain the authority to deny requests if they do not receive the necessary documentation. If you do choose to reach out to ********, **** hopes that it works out to a positive outcome and they wish you and your family the best.
  
  Sincerely,
  ******

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19630763
  
  I am rejecting this response because **** has not adequately resolved the issue and keeps deflecting responsibility despite proof being provided. 
  
  Sincerely,
  
  ****** *******