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

• 

  The Village at Breckenridge

  535 S. Park Ave. Breckenridge, CO 80424

• 

  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

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:03/17/2023

  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 (3) 6 day lift tickets from **** resorts on 2/21/23 for a total of $3864.27 with taxes, shipping and environ donation. I wasn't sure if my family would ski for 6 days or not, but because the **** website advertises "Risk Free Refunds" I knew we would be refunded for any unused days. Their policy clearly states "Request a refund before 5 PM local time on the last day of your ticket, and well refund you the full amount of any unused tickets". The ticket cost was $1236 plus $14.44 tax for each 6 day ticket. That comes to $214.24 for each day. On the last day of the ticket (3/11/23) I called for the refund of our unused days. There was 1 unused day on one ticket, and 3 unused days on the other 2 tickets (7 total unused days). **** refunded me $167.44 for the 1 unused day and ****** for each of the 3 unused days. If I were receiving a "full refund", I would have received $214.24 for each of the unused days totaling $1499.68. I only received $1271.92. I questioned this amount the day I called for the refund and they told me there are some taxes, fees and shipping that are not refunded. I was unable to look into this on that day because we were in the midst of return travel. Later I did find a shipping charge of $4.95 but this was in addition to the total amount of the tickets. I could not find any specific fees mentioned on the confirmations or anywhere I looked on their website - just the price of the ticket and taxes. The taxes they could not legally keep on any money they were refunding so that's a bogus claim. I searched the terms of their refund policy and could find nothing about portions that are non-refundable. It simply said "full refund" in every area that described the refund policy. I contacted customer service multiple times to no avail. They said they would call back but never did. I lost money because I bought more tickets upfront than I would have due to the "Risk Free Refund" policy. **** owes me $227.76 based on their full refund policy.

  Business Response

  Date: 03/31/2023

  Hello ********************,
  
  We have received your complaint which states that you purchased three, six-day lift tickets for your family which included taxes, a shipping fee, and a donation fee. Per Vail Resorts refund policy, lift tickets are refundable up until 5 PM on the last day of the ticket and you reached out on the last day to request your refund of your unused days. **** assisted with refunding your tickets however the amount they refunded did not match the amount you state that you should have received. They advised that the refund did not include the taxes or the shipping fee which contradicts their online policy. You have been reaching out to them repeatedly since in order to resolve this issue bur have not been able to speak with a representative who is able to assist.
  
  We greatly appreciate you taking the time to reach out and provide the details of your situation and we apologize four or delayed response. **** Resorts is aware of your complaint and they are sorry for any miscommunication or confusion which has resulted in your ongoing frustrations.They respect your position and your feedback.
  
  We are currently working with **** to review the circumstances of your situation and we ask that you reject this response in order to keep this channel of communication open. **** hopes to have more information and updated answer for you shortly and they truly appreciate your patience as we review your concerns to their fullest capability. We will provide more information and hope to have a more positive outcome as soon as we are able.
  
  Thank you,
  ******

  Customer Answer

  Date: 04/01/2023

   
  Complaint: 19616896
  
  I am rejecting this response because:

  It was suggest that I reject to keep the case open as investigation is still underway.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/16/2023

  Hello, ********************,
  
  We appreciate you following our advice and keeping this channel of communication open. **** Resorts also sincerely appreciates your ongoing patience as they have reviewed your concerns and your situation.
  
  **** reached out to their accounting department to review the refunds you received and to confirm they were correct. Upon their in depth review, Vails team did confirm that the refund amounts issued for your unused tickets are correct. **** provided some additional clarity regarding how refunds are calculated and regarding their standing policy.
  
  As you indicated, two of your six-day lift tickets were only half used and **** issued a refund for a three-day ticket. **** determines refunds of partially used lift tickets by subtracting the price of a lift ticket for the correct dates from the original price of the multiday ticket. The price of a three-day, advanced rate lift ticket at ******** resort over your original six dates was $705 and with taxes included that brings the total amount to $733.20 for your wife and your daughters tickets. As you paid $1,285.44, which includes taxes, for each of your original six-day tickets, the refund amount for their unused days was $552.24 each, again including taxes. Your ticket was used five out of the six days and the price of a five-day, advanced rate **** lift ticket is $1,118, including taxes, which resulted in a refund of $167.44 for your unused day. Per these calculations, the initial refund total of $1,271.92 for all three, multi-day tickets is correct.  
  
  **** recognizes confusion may have been caused as a result of their online policy and they will absolutely pass along your feedback to their leadership and web design teams. They have issued a refund for the additional $4.95 shipping fee and the $3 which went toward the envirofund donations. A receipt has been sent to your email on file confirming this refund.
  
  **** Resorts is truly sorry for their delayed follow up and they regret the confusion which has resulted in your continued frustrations. Although they certainly understand and respect your position, they did confirm that the refund amount issued for your familys unused lift tickets is correct and has been reviewed in depth by their leadership and accounting teams. Your feedback and your comments have also been passed along to the appropriate departments. **** hopes that your family enjoyed the days that you did get to ride and they wish you the best as you move forward.
  
  Sincerely,
  ******

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19616896
  
  I am rejecting this response because: I understand now how **** calculates the refunds and I appreciate the explanation.  it does make business sense that they would do it this way.  However, their refund policy on their website does not clearly state this and is misleading as to what the refund will actually be.  Why wouldn't **** just say "Full Refund minus any difference in cost between the days used and the days paid for"?  They don't even clarify this in the fine print. Instead they choose to say "we'll refund you the full amount of any unused tickets" which leads one to believe they will receive the full amount they paid.  They tout this benefit on their website but don't actually clarify that its not really a "full refund".  It's a partial refund because they are not refunding the full amount you pay.  there are deductions which are not explained anywhere on their site.  Why not just explain them - even in the fine print???  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/28/2023

  Hello, ********************,
  
  We appreciate you following up on your complaint and for elaborating on your concerns. **** Resorts is aware that your complaint has not been resolved through the Better Business Bureau and they sincerely apologize for your continued frustrations.
  
  They absolutely respect your concerns and they greatly appreciate your additional feedback regarding their refund policy. Your comments about the current wording which indicates a full refund will be provided regardless of ticket usage have been passed on to their leadership team and they assure that they will review the policy which is currently published on their website. If you have any additional comments or ideas that you would like to share with **** Resorts, they welcome those and look forward to them. You can communicate with them directly via email by reaching out to *************************************.
  
  We are glad that we were able to provide clarification regarding your initial concerns. **** Resorts is sorry for any inconvenience you were caused and they hope that you and your family were able to enjoy your trip.Again, they welcome any additional feedback and they wish you and your family the best as you move forward.
  
  Sincerely,
  ******

• Initial Complaint

  Date:03/17/2023

  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 family of 5 and another family bought 4-day passes for the 2022-2023 ski season. My family used 1 pass for a local resort (while my daughter used 2) and we saved the remaining passes for our planned vacation at the larger **** resort much further away. However, when we arrived, we discovered that our passes were not valid there.Both families were upset and spoke to the service desk, which directed us to call Epic Passes for a resolution. The manager at the desk said that this is the most common issue they see with Epic Day passes & they see it all the time. Considering we had children crying because they thought we'd have to go home, we elected to pay for the tickets and call Epic later. When checked the Epic Passes website, we found that the website navigation and the pass naming conventions (epic pass with one option vs an epic day pass with 5 options) was confusing and contributed to the misunderstanding; the way the passes are named (Epic pass with one option vs. an Epic day pass with five options) are very unclear. We were able to see why this was a common mistake as the manager had said. We also found that the detail about our passes in our online account did not include a list of eligible **** resorts.We called customer service, but they could not provide any resolution. We suggested carrying the passes over to the next year due to the confusion, but we were sent to a third-party refund department that could only offer refunds with doctor or government documentation.While we do not expect a refund, Epic Passes should take responsibility for the confusion and provide a fair resolution. They should update their website to prevent similar problems in the future by providing a list of eligible resorts at checkout (that has to be explicitly acknowledged by the purchaser). This same information must also be included in both the confirmation message and easy to find in the in the pass details displayed in "My Epic Account".

  Business Response

  Date: 03/31/2023

  Hello, **************,
  
  We have received your complaint which states that you purchased Epic Day passes for your family for multiple trips. Unfortunately, the passes your purchased did not provide access to the resort you planned to visit and you were required to purchase additional lift tickets in order to enjoy your trip.Due to confusion with **** Resorts Epic pass website, it was unclear which passes would provide the access you required and upon reaching out to **** to request that your passes be carried over to the following season, they advised this would not be possible.
  
  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 sorry for the confusion which has been caused by their website. They greatly respect your position and your feedback as a valued guest.
  
  We are currently working with **** to review the circumstances of your situation and we ask that you reject this response in order to keep this channel of communication open. **** hopes to have more information and updated answer for you shortly and they truly appreciate your patience as we review your concerns to their fullest capability. We will provide more information as soon as we are able.
  
  Sincerely,
  ******

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19616748
  
  I am rejecting this response because there is no resolution yet.  The business said they are working on a resolution & that they "ask that you reject this response in order to keep this channel of communication open"
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/19/2023

  Hello, **************,
  
  We appreciate you obliging our request and keeping this channel of communication open. **** Resorts truly apologize for your ongoing frustrations and they thank you for your patience.
  
  As we previously stated, **** Resorts did elevate your request to their leadership team for review. **** absolutely understands your frustrations and they do recognize there is some confusion regarding their website, but they have determined that they cannot approve a refund of your unused passes.
  Per their leadership team, all necessary and pertinent information is available on the website including accessibility as well as their standing policies. The pass purchase policy, which is presented and must be agreed to in order for guests to complete their purchase, states that Epic pass products are non-refundable once purchased and non-transferable to another guest or season. Their records indicate that these terms and conditions were agreed to when you purchased your passes online.
  
  Although **** cannot assist with a refund, they did include Epic Coverage with all Epic pass products purchased for the 22/23 season. The Epic Coverage policy provides guests the option to request a refund if they are eligible due to a qualifying personal event; a list of qualifying events is included in the Epic Coverage terms and conditions and can be reviewed by visiting ********************************************************* you determine that you have a qualifying event, you can submit your request by submitting an online, also available on epicpass.com, or by calling **************.
  
  We regret that we are unable to assist with your request and **** regrets that they are unable to ease your frustrations. However, per their current policies, refunds due to pass accessibility issues will not be provided. If you do choose to pursue a refund through Epic Coverage, **** certainly hopes that it works out to a positive outcome for you and your family. They will pass your feedback and your comments along to their leadership team and they wish you and your family the best as you move forward.
  
  Sincerely,
  ******

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19616748
  
  I am rejecting this response because i stand by my complaints;  I know others that have experienced the exact same issues with **** and the company just does not value it's customers enough to make the slightest gesture or apology and they refuse to take any form of action to correct the issues.  **** is well aware of the situation (as an office manager told me directly that this is one of the most common issues they see), but yet they refuse to make any reparations or changes to their operations out of greed or perhaps it's just the leaderships sense of infallibility.  **** has obviously been made aware of the frequent confusion, but elects to not address the issue because they know customers are frequently trapped.... forced to pay additional charges to avoid ruining their vacations.  If they valued their customers, they would work with them to help resolve the issue.

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

• Initial Complaint

  Date:03/17/2023

  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.

  Epic wrongly over charged me for my son's pass and despite many calls, many emails & appeals would not credit. Epic/**** blamed it on me when I had done the same three years prior without a problem. It seems to me a computer error but they refused to fix.Then my son never used his pass, which his easily seen, as my dad died and he helped. I submitted birth and death certificates and they refused to refund even though death is a reason listed to qualify for a refund. Their excuse was that my dad lived in another state, but he snow-birded and we went to see him, which is why my son didn't use. They should and could credit me the $800 they took from me! They patronized and insulted me, who is a good customer.

  Business Response

  Date: 03/31/2023

  Hello, ************,
  
  We have received your complaint which states that you have been overcharged by **** Resorts for your sons Epic pass. You reached out to **** multiple times to credit the incorrect amount but they were unable to assist. Additionally, your son was unable to use his pass during the 21/22 season due to the loss of your father. Your refund request was denied despite the death of a relative being listed as a refund qualifying event. You are seeking a refund for your sons unused pass due to the circumstances of your case and citing that you never intended to purchase the pass you were ultimately charged for.
  
  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 sympathize with you and your family. They absolutely do respect your position and your feedback as a valued guest.
  
  Although they certainly understand your argument, **** Resorts has reviewed your request to their fullest capability and they cannot approve your request. Your case has been elevated to their senior leadership team and they determined that they cannot approve a refund. Epic passes are non-refundable products per the pass purchase policy which is presented and agreed to at the time guests complete their purchase. Their records indicate that his pass was purchased online via epicpass.com and confirmed that these terms and conditions were agreed to at that time. You are welcome to review this policy for your records by visiting ******************************************************.
  
  As you are aware, **** Resorts did include Epic Coverage with all pass products purchased for the 21/22 season. While the death of a family member is included in the list of qualifying personal events, the eligibility requirements do state that the family member must reside with pass-holder. **** truly does sympathize with your family and they are sorry for your loss but they cannot make exceptions to their standing policies and procedures.
  
  We regret that we are unable to assist with your request for a refund of your sons pass. At this time **** will no longer review your ongoing refund request. They understand and respect your position regarding their refund and cancelation policy and they are sorry the outcome was not as you hoped. Your feedback and your concerns have been passed along to their leadership team and they assure that your comments will help them as they review their current policies and procedures. They wish you and your family the best as you move forward.
  
  Sincerely,
  ******

• Initial Complaint

  Date:03/16/2023

  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 purchase 4 Epic Passes for me and my family. I requested a refund or rollover for next ski season and they denied my request and reconsideration. My request was due to changes in my job life that implicated financial changes that change our plans to travel to any ski resort. I believe this company doesnt care about their customers. I am still paying the passes because I purchase them in a payment plan. Its unfair to pay something you didnt use. I hope theres something I can do. And hope BBB can tell me whats the best way to resolve this situation.

  Business Response

  Date: 03/27/2023

  Thank you for your request.

  
  Our passes are non-refundable and non-transferable due to the product terms and conditions Guest ******* agreed to a checkout.  This purchase was completed online, on September 5, 2022, without assistance from an Epic Pass representative. 

  To complete this purchase online, as Guest ******* did on September 5, 2022, a guest would need to affirmatively agree to the terms of sale.  These terms indicate that our pass products are only refundable with a qualifying personal event.  Our passes are unable to be rolled over into coming seasons as they are for access based on finite seasons (22/23 winter).

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

   

  If Guest ******* has a qualifying event to support an Epic Coverage refund request, per the terms and conditions agreed to at the time of purchase, the process can be started via the link below.
  

  **********************************
  
  Best,

  
  ***

   

  Customer Answer

  Date: 03/27/2023

   
  Complaint: 19612602
  
  I am rejecting this response because:
  No one explained the terms and I did submitted a refund and explained my financial and employment situation changed. They said that my situation doesnt apply on their terms so I think this is just an excuse to stay with my money I *** requesting a rollover for next season and they denied my request. This is not fair there should something that protects consumers from this types of abusive policy. Please advise 
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 04/03/2023

  I just want to be able to use my passes this December 2023 and dont loose my money. I couldnt use passes because of financial bump that I had right after I purchase the passes and is not fair they take advantage with their refund policy that its not explained and to stay with my money. Now I only want to be able to use the passes for this same year in December. Hope they are flexible and understand that sometimes things happen and its not under any body control. 

• Initial Complaint

  Date:03/16/2023

  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 paid the difference to upgrade 2 adults and 2 children local Epic season passes to the full Epic season passes, so that we could ski at ******************* resort this December. ******************* ski resort was subsequently closed for the entire season due to a gondola falling from its line. I contacted **** and asked them to refund the difference between the local passes and the full passes for all 4 of us, as the only reason we added it was to ski at *******************, and they said no. After hours on the phone being transferred to various people at **** and Sedgwick, I finally got someone to send my issue to the escalation department. They just called me after 2 months, and told me they understood and would let me know how much I would be refunded and put me on hold. After 20 minutes on hold I was disconnected and now no one at **** can connect me to an escalation department.

  Business Response

  Date: 03/30/2023

  Hello, ********************,
  
  We have received your complaint which states that you paid to upgrade four Epic passes in order to visit ******************* resort in December.Unfortunately, that resort was not open due to mechanical issues so you reached out to **** Resorts in order to change your passes back and get a refund for the upgrade fee. Upon your initial request you were told that they would not refund the difference and advised you to contact their partner company Sedgwick. After speaking with ******** you were sent back and forth until you reached a representative who advised that they would pass your case along to their escalation department. **** followed up months later and advised that they would provide an update on your refund amount however that call was disconnected and you have been unable to speak with another representative since.
  
  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 apologize for any miscommunication which has resulted in your frustrations. They greatly respect your position and your feedback as a valued guest.
  
  **** certainly understands that you and your family only upgraded your passes in order to specifically visit their partner resort, *******************, and they are sorry to hear that your trip was cancelled. However,Epic pass products are non-refundable and unable to be downgraded per their pass purchase policy. This policy is presented and must be agreed to at the time guests complete their purchase. You are welcome to review these terms and conditions for your records by visiting ******************************************************.
  
  Although **** cannot refund passes, they did include Epic Coverage with all 22/23 Epic pass products. This policy is included at no additional cost and provides coverage for qualifying personal events (i.e personal illness, injury, job loss, etc.). While resort closures, particularly partner resorts, are not considered qualifying events, **** welcomes you to review the details of Epic Coverage to determine if you may have another qualifying event; this information is also published on epicpass.com. If you do determine that you have an eligible reason, you can submit your refund request by reaching out ******** once again.
  
  We regret that we are unable to assist with your request for a refund and downgrade of your Epic passes. As we previously mentioned, **** Resorts is truly sorry that your plans were disrupted and that your trip was cancelled. At this time, per their standing policies, they cannot assist with downgrading or refunding the difference in price for your passes. They will absolutely pass along your feedback regarding your experience to their leadership team as they continue to work on improving their current policies and procedures to provide the best experience for their guests. **** also emphasized that your passes remaining active until the official end of the 22/23 season and you may be able to still enjoy your pass by visiting a local resort. However, if you do choose to pursue a refund through Epic Coverage, **** wishes you the best and they hope for a positive outcome.
  
  Sincerely,
  ******

• Initial Complaint

  Date:03/09/2023

  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.

  After buying a ski pass with Vail Resorts - ****************** for the 2019/2020 ski season, the resort closed due to COVID-19 restrictions. I received a discounted credit to be used for the following year. The following year, however, I was pregnant and due to have a baby right at the start of the season. I contacted **** right away to notify them that I was not able to ski that year and had my Dr. **** in a medical form on my behalf. As a response, I got sent to their 3rd party claims line and kept getting the run around that I did not have a profile or account with them. After many hours and weeks frankly on the phone where I shared my information and old passes via email, they finally told me that they couldn't find my profile because I never actually used my credit to buy a pass. By that time, the credit had expired and they would not issue another credit or a refund. This is outrageous that after they couldn't find my information and wasted hours of time on email and phone, that they use this as an excuse not to refund someone who has a valid claim on the insurance of a ski pass. Also, if I receive a credit for a specific season that I know I can not commit to, why would I buy a pass in the first place? I notified them directly that I couldn't use the credit and now I am penalized because it took them forever to find me in their system.

  Business Response

  Date: 03/24/2023

  Hello, ********,
  
  We have received your complaint which states that you received a pass credit due to the early closure of all **** owned and operated resorts during the 19/20 season. You were unable to redeem this credit the following season due to pregnancy and upon reaching out to **** Resorts, they directed you to their partner company to request a refund. Unfortunately, their partner company was unable to help because they were unable to locate a valid pass for the 20/21 season. Due to the extended time frame in which they were trying to locate your pass, your credit expired and **** advised that you would no longer be able to redeem it for any other season.
  
  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 the confusion and for your frustrations. They greatly respect your position and your feedback as a valued guest.
  
  **** Resorts absolutely understands that the unfortunate early end to their 19/20 season negatively impacted a large number of their guests. They sincerely regret that your trip was ultimately one of those cut short due to the ******19 pandemic. In response to their early closure, **** did offer credits to their pass-holding guests for the following 20/21 season.However, those credits were explicitly for use for the 20/21 season and **** Resorts did not provide the option to defer or roll over credits to future seasons.
  
  They are truly sorry for the confusion regarding your request for a refund of your unused days from the 19/20 season. When you reached out to **** Resorts the following season, they directed you to submit a refund request through Epic Coverage. Epic Coverage was included with all pass products purchased for the 20/21 season. Unfortunately, Epic Coverage did not apply to 19/20 passes which explains why Vails partner company was unable to locate an active 20/21 pass or assist with your request. Guests were given the option to purchase pass insurance for an additional cost at the time they purchased their 19/20 pass but, without purchasing pass insurance, those passes were non-refundable.
  
  Epic passes are non-refundable as is dictated in the pass purchase policy. This policy is presented and must be acknowledged at the time guests complete their purchase. Based on their records, **** confirmed that these terms and conditions were agreed to when you $49 down payment was paid in April 2019. You are welcome to review this policy for your records by visiting ******************************************************.
  
  **** recognizes the information that was initially provided to you was not communicated clearly and they sincerely apologize. However,based on the information they were able to confirm from their records, and based on the details laid out in their standing policies, they cannot assist with your request for a refund of your 19/20 pass or of the credit. They certainly understand your concerns and will pass along your feedback to their leadership team as they continue to review all policies and procedures to provide the best experience for all their guests. Although they cannot provide the outcome you had hoped for, **** wishes you and your new family all the best as you move forward.
  
  Sincerely,
  ******

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19576861
  
  I am rejecting this response because: according to the terms and conditions of the Epic Pass as read via your link and in the attached, refunds are provided due to personal events such as pregnancy. Before a credit for my pass was even provided, I responded to your email regarding the resort closure that I was pregnant and would not be able to use my pass this year or the credit that would be provided the following year. 
  
  Sincerely,
  
  *****************

  Business Response

  Date: 04/04/2023

  Hello ********,
  
  Thank you for taking additional time to follow up on your initial complaint. We are sorry for the continued confusion. **** Resorts apologizes as well for your ongoing frustration and that they were unable to resolve your request.
  
  As you stated, Epic Coverage does indicate that pregnancy is a refund eligible event. However, the terms and conditions state that in order to qualify, guests must either provide documentation that they became pregnant after purchasing their 20/21 pass or that they have been admitted to the hospital for 30 or more consecutive days. Based on the information provided to American Claims Management, and in your initial complaint, your request was denied as it did not meet these requirements. Additionally, as Epic Coverage cases are handled by Vails partner company, any concerns or appeals should be directed to the partner company. **** cannot approve or deny Epic Coverage cases.
  
  **** is truly sorry that they cannot assist with your request. However, as we previously stated, per their standing policies and the terms and conditions which were agreed to at the time your pass was purchased, with an approved Epic Coverage request, Epic passes are non-refundable. The 19/20 pass credits were only valid to be used toward a 20/21 pass product and there were no exceptions made. They sincerely respect your feedback and your position but at this time they can no longer review your request any further. They absolutely do wish you the best and hope that you are thoroughly enjoying family life with your new addition.

  Sincerely,

  ******

  
  

• Initial Complaint

  Date:03/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I purchased the Epic Pass (**** Resorts lift ticket) for my family of 4 and fully intended to go skiing in ********. My mom was sick and in the hospital and I had to go and help in Dec. I don't live in the same state where my mother lives. Then she went into home hospice again I had to travel to assist my mother in January and then she passed away a few weeks later. I had to cover the funeral costs and the financial burden of all these additional costs do not let me go on the ski trip. The ski trip requires flights (I live in *******) for 4 people, I need to find a hotel, and need to rent ski equipment none of this is are small costs. I filed for a refund based on my qualifying event, however, because my mother did not live with me we were not eligible for a refund. I just explained why I cannot go, the additional expenses I had not planned to travel to visit my mother, funeral costs caused a financial burden and I need a refund. I can provide the death certificate for verification.

  Business Response

  Date: 03/21/2023

  Hello, *******************,
  
  We have received your complaint which states that you purchased four Epic passes with the intention of using them during the 22/23 winter season. Your mother became sick in December 2022 and you had to travel out of state to assist with her care. Unfortunately, she passed away in January and you were no longer able to use your pass. Due to the cost of out of state travel, which is required for you to use your passes, you requested a refund through Epic Coverage. Initially you believed that you had a qualifying event however, you were soon informed that you did not qualify for a refund because your mother did not reside with you at the time of her death. Given the circumstances of your situation, you are still seeking a refund.
  
  We appreciate you taking the time to reach out and to provide the details of your concerns. **** Resorts is aware of your complaint and they are truly sorry for any additional stress or frustration they have added as you are still dealing with the unfortunate loss of your mother. They sincerely respect your position and your feedback their valued guest.
  
  Although they absolutely understand that your priorities have changed and your plans, both personally and financially, had to change due to very unfortunate circumstances, **** Resorts did confirm that Epic passes are non-refundable outside of the Epic Coverage policy. As you are aware, the Epic Coverage policy does offer refunds due to the death of a family member however,per the terms and conditions, the deceased family member must have resided with the pass-holder in order to be eligible. This information is published on epicpass.com and additionally, the terms and conditions of this policy are presented and agreed to at the time guests complete their pass purchase. You are welcome to review these details for your records by visiting ******************************************************.
  
  **** truly does recognize the inconvenience this may pose and they apologize that their answer adds to your frustration. Regrettably, ***** standing policies do dictate that passes are non-refundable and they cannot make any exceptions. They welcome you to review the Epic Coverage terms and conditions to determine if you may have another qualifying event and you are able to appeal ********* denial of your request if you wish. **** will certainly pass along your feedback and your comments to their leadership team as they continue to review their current policies and procedures and they greatly appreciate you taking the time to contact them amidst your other responsibilities. Although they cannot assist with your request for a refund any further, they wish you and your family all the best as you continue to recover and cope with the loss of your loved one.
  
  Sincerely,
  ******

• Initial Complaint

  Date:03/02/2023

  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 let my friends partially deff father borrow my ski clothes. He thought he had his pass active and was accosted by resort employees for unknowingly having my pass on him. The way he was treated was disrespectful and inappropriate. Because of this my pass was revoked and the company refuses to reply to my emails or phone calls. They refuse to even talk about the incident. They discriminate and suggested to my friends mother that her husband stole my pass.

  Business Response

  Date: 03/17/2023

  Hello, ******************,
  
  We have received your complaint which states that you purchased an Epic pass for the 22/23 season which was mistakenly scanned while in the possession of your friends father. He had borrowed your ski clothing with the pass in a pocket which was then scanned instead of his pass and ultimately flagged for fraudulent use. He was approached by resort employees in an unfortunate manner and your pass was revoked at that time. You have attempted to reach out to the resort directly through email and by phone but have not received a response.
  
  We appreciate you taking the time to reach out and provide the details of your situation. **** Resorts is aware of your complaint and they are sorry that your inquiries have not yet been acknowledged. They greatly respect your position as a valued guest.
  
  Upon review of your account, **** Resorts did provide that their records indicate your pass was last used on February 27th, at Keystone resort. At that time, ******** was able to confirm that the person using the pass was not you which means that they are required to deactivate the pass per their policy. As this was an on-mountain event, only Keystone can assist with reviewing your case and only they can approve the reactivation of your Epic pass. **** Resorts corporate office certainly understands your frustrations and they are truly sorry however, fraudulent use cases are handled by each resort directly.
  
  **** did indicate that Keystone provided a direct number to their scanning department; that number is ************. They understand that you have had difficulties getting in touch with the resort and they suggest that you also reach out to their ************************* by calling ************. Although you indicated that Keystone has not answered your emails, **** is confident that they will be in touch shortly. Email communication is strongly suggested by the resorts as their phone volume tends to be high throughout the season.
  
  We truly regret that we are unable to assist with your request any further and **** Resorts corporate team is sorry for your frustrations. They will reach out to Keystone resort to see if they are able to assist in having your case brought to their immediate attention however, they make no guarantee that they will have any updates as Keystone is responsible for making any decisions regarding your pass. **** truly hopes that your issue will be resolved as quickly as possible and they will absolutely pass your feedback along regarding the on-mountain treatment your friends father experienced to their leadership team and make sure your comments are communicated to the appropriate departments. They assure that a Keystone team member will be in touch as soon as possible and they wish you the best as you move forward.
  
  Sincerely,
  ******

  Customer Answer

  Date: 03/27/2023

  Sorry for the delay in responding. I was hoping that someone from keystone would return my call or email and that still has not happened. I am not satisfied w the way epic/**** resorts just passes the buck and has done nothing to ensure I even get a chance to talk to the offices they claim handle these situations at keystone. My request is pretty simple. I want to be contacted by the appropriate offices to discuss the poor treatment of my roommates father. I do t want my pass reinstated. I have no intention of skiing at a **** resort again. 

  Business Response

  Date: 04/10/2023

  Hello, ******************,
  
  We are truly sorry for our continued delay in response to your complaint. We also regret that your concerns have not been resolved and that **** Resorts has not been able to provide the assistance you are looking for. They are aware that you have followed up on your complaint and that you have additional concerns.
  
  As we previously advised, **** Resorts is still attempting to determine which Keystone team member can best address your concerns and your situation. They apologize that no one has been in touch and will follow up with Keystone Resort as soon as possible regarding this request. Unfortunately,Keystones team is the only team that can review your case as they have the details and the ability to review on-mountain incidents. Vails corporate office does not have access to that information.
  
  **** absolutely recognizes the severity of your situation and they sincerely hope that they will find a team member who is able to contact you shortly. However, they still urge you to continue to reach out to Keystone while they reach out as well in order to ensure an answer to your previous communications.Although they cannot directly resolve your concerns, **** truly does wish you,your friends, and your friends father all the best as you all continue to move on from your unfortunate experience. **** assures that they will provide an update and/or connect with a team member as quickly as they are able.
  
  Sincerely,
  ******

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19529219
  
  I am rejecting this response because:

   

  I am still waiting on a response from Keystone. Even now that the season is ending there has been no attempt to reach out to me after multiple attempts to contact them via phone and email. I guess I will file an additional complaint with keystone. Maybe they will respond to the Bbb since they have chosen to not respond to me. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 04/24/2023

  Hello, ******************,
  
  We, again, apologize that we have been unable to resolve your concerns and **** Resorts regrets that they are unable to assist. They absolutely understand your frustrations and sincerely respect your position regarding the treatment of your friends father.
  
  **** did reach out to Keystone resort again, as they previously advised they would, and were able to speak with a team member who indicated that their leadership team is currently working through all contact and follow up requests in the order that they received them. **** was able to stress the severity of your concerns and your situation and they received confirmation from their Keystone representative that your case has been flagged for review and follow up as soon as possible. They also confirmed that your contact information has been provided to their management team with instructions to contact you personally.
  
  You are more than welcome to continue to reach out to Keystone directly and they assure that, as long as you have left a voicemail for them, they will be in touch. If you have not yet left a voicemail with the details of your concerns please do so that Keystone has the details necessary to investigate your case and follow up as needed. We are sorry that we cannot assist any further but we are confident that Keystone resort will be reaching out shortly after the confirmation to **** Resorts corporate team. **** still wishes you, your friend, and his family the best as you move forward.
  
  Sincerely,
  ******

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19529219
  
  I am rejecting this response because:
  The representative from **** resorts called me yesterday to deliver the same insults and slander they used at ********. Your organization is ableist and operates as a cold machine that has lost all of the intimate family feel these resorts used to have. **** resorts is whats wrong with the industry. 
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/02/2023

  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.

  My wife was moved down by a hit and run skier at ******* on February 11th, and was unable to ski for the balance of our vacation. She has a 7 day plus a 1 day pass. We went to the ski office to inquire about a refund and were told to contact Epic Coverage. My wife went to a chiropractor in ***** as she was in severe pain. He issued a statement which I attach. I send a request to Epic Coverage (which seems to have outsourced these claims to Sedgwich), including the statement from the chiropractor. I received a reply that I had to submit a statement from a physician. I went back and forth a couple of times, but it seems that the response is auto generated. I attach latest correspondence with *******, which includes claim reference number. When we bought our lift passes it appeared that Epic offered coverage for a large number of trip interruptions, including injury. Nowhere does it state which documentation is required to support a claim for refund, nor did the ticket office give us any information in this regard. Our son arrived at **** with back spasm and could not ski for the first 7 days of our vacation. He also went to the chiropractor in **** and got a statement confirming his inability to ski. This claim was accepted after a couple of back and forth mail with *******! We are a family of 9 travelling in from ******, the whole family skied, and we spend close to USD ****** on ski passes, ski school, adaptive skiing etc. and find the handling of our claim deceptive and unacceptable. I hope you can assist us in getting a refund . In general we have found that the safety and service on **** Mountain has been deteriorating during the past 10 years, clearly as a result of getting as many skiers packed on the mountain as possible. We are also skiing Aspen every year, where the service and experience has been consistent. Sincerely Per Gullestrup

  Business Response

  Date: 03/17/2023

  Hello Mr. ********************* have received your complaint which states that your wife was injured while on the slopes during your trip to **** in February. Her injuries resulted in her not being able to use her pass in full and upon speaking with a representative at ****, you were told that you need to submit your refund request through Epic Coverage. You submitted your request with documentation from a chiropractor but ******** advised you that they required documentation from a physician. These details are not published in the Epic Coverage terms and conditions and, despite their response to your wifes request, your son also submitted a refund request with documentation from his chiropractor and his request was approved. You are simply seeking a refund for the passes she cannot and will not use.
  
  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 truly sorry to hear about what happened to your wife and they absolutely understand your frustrations. They greatly respect your position as a valued guest.
  
  As you are aware, **** did include Epic Coverage with all pass products purchased for the 22/23 season. Per the terms and conditions of the Epic Coverage policy, it does state that guests pursuing a refund due to personal injury are obligated to provide physician documentation which supports their prolonged inability to use their pass. While **** cannot speak to the exact details that are required by their partners at Sedgwick, they did advise that they are in the process of reaching out to ******** for clarification regarding your wifes case. They assure that they will relay the similar circumstances of your sons case and they hope to have an update for you shortly.
  
  **** greatly appreciates your patience as they work with ******** to resolve your case. They ask that you reject this response through the Better Business Bureau in order to keep this channel of communication open for future updates. They also welcome any additional questions you may have and they look forward to providing a more complete, and hopefully positive,resolution as quickly as they are able.
  
  Sincerely,
  ******

  Customer Answer

  Date: 03/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and look forward to hear further from you in the matter.
  Sincerely,
  
  Per Gullestrup

  Customer Answer

  Date: 03/22/2023

  Dear ****,
  
  As explained in my previous email, I inadvertently confirmed that my claim had been resolved, whereas it HAS NOT BEEN RESOLVED.
  
  Claim just needs to remain open, until **** Management Corp. has replied to my claim.
  

  
  

  Business Response

  Date: 03/31/2023

  Hello, Mr. ************************ you for rejecting our initial response as we had requested. We sincerely apologize four delayed response. As we previously stated, **** Resorts truly appreciates your patience throughout this process.
  
  They reached out to ******** regarding your wifes case and per their records, it appears that her request was closed because they did not receive documentation which supported her inability to use her pass for 30 days or more. They advised that the documentation they received from her chiropractor indicated she was unable to use her pass for the remainder of your planned trip in February. Unfortunately, without documentation to support the 30 day timeframe, ******** cannot review her request any further.
  
  Additionally, Epic passes are non-refundable unless a refund is approved through Epic Coverage. This is addressed in the pass purchase policy which was presented at the time your family purchased their passes.While **** certainly sympathizes with your family and they are truly sorry to hear about your wifes accident, they cannot make exceptions to their standing policies. If you have any additional documentation, or can acquire documentation from the chiropractor, which supports her extended inability to use her pass then you are welcome to appeal ********* denial of her case.
  
  We regret that we are unable to assist any further with your request however, based on Vails policy, unless your wifes request is approved by ********, the unused remaining days of her pass will remain non-refundable.**** will absolutely pass your comments along to their leadership team and they assure that they will reflect upon your feedback as they review their current policies and procedures. Although **** cannot elevate your request further,they wish you the best if you choose to appeal ********* denial of her case and they hope that it works out to a positive outcome.
  
  Sincerely,
  ******

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19524428
  
  I am rejecting this response because:

   

  I attach the documents provided for my son and my wife's back injuries, and fail to understand why my son's claim was approved and my wife's rejected.

   

  We travelled from ****** to ski at ****, as we have done the past 20 years, thus even if my wife could have skied later in the season, we would have been unable to use her pass.

   

  It is border line deceptive for **** to state that we can buy passes with confidence with **** coverage. 

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

  Business Response

  Date: 04/19/2023

  Hello, Mr. ********************* are truly sorry that your concerns have not been resolved and that **** is unable to assist. However, as we previously stated, **** Resorts cannot assist any further. If you wish to appeal ********** denial you will need to contact them directly. **** does not have any ability to review documents pertaining to Epic Coverage cases and they cannot speak to ********* processes. They hope that ******** will be able to clarify any additional questions you may have and that they may be willing to review her case once again. However, at this time, **** can no longer review or respond to concerns regarding your Epic Coverage case.
  
  Sincerely,
  ******

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19524428
  
  I am rejecting this response because: I have bought our lift passes from **** Management and not *******. To try and use ******* as a cover for not treating a legitimate consumer complaint is in my view a poor excuse. Furthermore, ******* have rejected the claim, even though I have quesitioned why the same supporting evidence, i.e. for my son and wife, is being treated differently. It seems to me that the claims are being processed by computer and not by a human being. It may well be that **** are legally correct, by offering coverage, and then having the small print basically making it impossible to have a claim approved. As mentioned then Aspen Mountain has a completely different approach to customer service, where unused lift tickets are refunded no questions asked. We will obviously have to accept **** Management position, but to be honest it shows corporate greed at its worst.
  
  Sincerely,
  
  Per Gullestrup

• Initial Complaint

  Date:02/28/2023

  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.

  My partner ******************** and I purchased 2 Adult 2 Day passes to ********* in advance since the resort sent an email saying they were limiting tickets on the days we would be at the mountain due to a large event taking place - and that we should purchase them in advance to avoid not being able to attend due to limits on the amount of people. My partner skied both days - but I was unable to ski on the second day due to extreme altitude sickness. We had no internet access at the home we were renting and I was ill - and wasn't thinking of trying to get ahold of anyone. I called once I arrived back home on 2/28 to ask about a refund or even a credit to use at another time and was hung up on once, transferred in the middle of the call twice - and was given a phone number to a ski school at ********* saying they would resolve it... I called ************ again and was given the same run around about the expiration date of the pass - except it changed from the first initial responses I received. Originally I was told I needed to call by 5pm **** (the day I was deathly ill with no internet access) and then I was told they give a two day grace ************ that I had to call ************ 7 times, was told to call ************ only to be told to call ************ (which was a SKI SCHOOL) twice, I am asking for a refund of the ONE day of the two day pass I was not even able to use. I don't feel that is unreasonable, especially given how I have been treated today.Order Confirmation Number: CONFIRMATION: ********* ********* Adult 2 Day Ticket$462.00 ONLINE Start Date/Arrival: Valid 2 days from 2/24/2023 to 2/25/2023 Guest Name: ***************************** Again, I did not use the ticket 2/25/2023 due to illness. I am simply asking for a refund for that day - I don't think that's being crazy.

  Business Response

  Date: 03/16/2023

  Hello, ******************,
  
  We have received your complaint which states that you purchased two day Epic passes for you and your partner in advance of your trip to ********* ski resort. Unfortunately, you were unable to use the second day of your pass due to extreme altitude sickness. Throughout your stay, you did not have access to the internet which prevented you from reaching out to **** Resorts to cancel your lift ticket within their refund time-frame. Upon arriving home, you reached out to ********* to refund your unused ticket and ultimately were passed between ********* ski school and **** Resorts pass office. You received different responses to your request and you are seeking assistance with your request for a refund of your unused day.
  
  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 the challenges you have faced and for your frustrations. They greatly respect your position and your feedback as a valued guest.
  
  **** is sorry to hear that your trip was cut short by your illness and they hope that you have recovered fully since then. As you indicated, lift tickets are able to be refunded up until 5 PM on the final date of the ticket. Although their policy does state a 5 PM deadline, **** also confirmed that dependent on circumstances, they may offer refunds even after the deadline has passed. Upon review of your account, **** confirmed that a refund of $249 was issued on March 1st for your unused ********* lift ticket. They also confirmed that a receipt was sent to your email address on file.
  
  We are glad to hear that **** was able to provide a positive outcome to your request. **** absolutely understands your concerns and they regret that they were unable to provide a prompt resolution to your request when it was first made. They assure that they will pass your feedback along to their leadership team as they continue to review their current policies and procedures in hopes to improve their overall guest experience. **** wishes you and your family the best and they hope to get the chance to see you on the slopes in the coming 23/24 season.
  
  Sincerely,
  ******