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.

close

Find a Location

Vail Resorts Management Company has 18 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:02/21/2023

  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.

  In Spring of 2022 I put my down payment on my 22/23 Epic pass, final payment wasnt due until September. In July 2022 My wife broke her neck and I knew I wouldnt be able to use the pass this year as I am her primary caregiver. I reached out to customer service in August and the reps I spoke to had no clue how to help me and barely understood English. I requested a manager call back and was told one would get back to me in a few days. I never hear back. I then tried again in December to speak to a manager and they refused to let me speak to one. The person I spoke to told me to call the company that handles the insurance for cancellations. That company said since I only put down the doen payment I would need to call Epicpass directly again. After calling back again I reached a clueless agent who wouldn't transfer me to a manager and ultimately hung up on me or disconnected the call. I then reached out by email and almost a month later I get a reply saying I can get a refund or apply those credits towards next year since I didnt fully pay for the pass. And that I would loose my despot

  Business Response

  Date: 03/10/2023

  Hello ******************,
  
  We have received your complaint which states that you paid a down payment for a 22/23 Epic pass in the spring of 2022. Unfortunately, your wife sustained a serious injury in July 2022 and as her primary caretaker, you determined that you would not be able to use your pass. You reached out to **** Resorts to cancel your pass however, the representatives you spoke with were unable to assist you so you requested a manager follow up. You were forced to reach out to **** again because you never received a call back from management and you were then informed that you needed to request a refund with Vails partner company Sedgwick. ******** advised that they could not assist because you had not paid the full price for your pass and sent you in a circle back to **** Resorts who again stated they could not assist. Ultimately, you were forced to reach out through email and finally received a response which indicated you would not be able to roll your pass over and that your $49 down payment would not be refunded.
  
  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 your frustrations especially throughout a difficult time for your family. They greatly respect your position and your feedback as a valued guest.
  
  **** is aware of some confusion surrounding their $49 down payment option. They are in the process of updating the information and wording that is provided to guests in order to resolve any concerns or issues. However,**** did confirm that Epic passes are non-refundable once a down payment has been made. This is addressed in the pass purchase policy which is presented at the time guests complete their purchase and/or make their down payment. You are welcome to review these details of this policy by visiting ******************************************************.
  
  Per the terms and conditions of this policy, guests are required to provide a valid method of payment for their final balance to be charged to. However, Vails records indicate that they did not receive an updated payment method prior to the final balance being charged and in February 2023, all passes with outstanding balances were returned. Although the final balance was not collected, **** Resorts does retain the $49 down payment as a cancellation fee.
  
  As you indicated, **** did also include Epic Coverage with all pass products purchased for the 22/23 season. Epic Coverage provides refunds to guests who are unable to use their pass product due to a qualifying personal event. The Epic Coverage terms and conditions are published on epicpass.com and they do detail eligible events as well as details on the process to request a refund. However, because your 22/23 pass was not paid in full, Vails partner company Sedgwick cannot review your eligibility because the pass was never actually purchased. **** apologizes that this was not communicated more clearly at the time you reached out.
  
  We regret that we are unable to assist with your request for a total refund of your 22/23 Epic pass. **** Resorts is truly sorry for any inconvenience and for the challenge this has presented. They absolutely understand that your priorities are focused on your family and on your wifes recovery. Unfortunately,their standing policy does state that passes are non-refundable and although the final balance was never collected, the initial $49 down payment does remain non-refundable. They will certainly pass your feedback along to their leadership team and they promise to review your comments as they continue to work on improving their guests overall experience. **** welcomes any additional feedback you may have and they wish you and your family the best as you move forward.
  
  Sincerely,
  ******

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 19431947
  
  I am rejecting this response because: throughout this process all a representative wouldve had to tell me to do is pay the entire amount and then my epic coverage would have given me a full refund. Not a single person told me to do that and my account only went inactive in February for lack of payment. I have been attempting to resolve this problem including through email way before then with plenty of time to have fix the problem. This is an issue on your side not mine there is no reason my down payment should be kept when the mistake was on your side. I have seen on the Better Business Bureau website where you have sent people a link to transfer their down payment to the next years epic pass. That is all I am asking to do.  You have started the 23/24 Epic pass down payment. I think it is more than reasonable that you apply my $49 to this new pass so that we can maintain a friendly business relationship.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/23/2023

  Hello, ******************,
  
  Thank you for following up on your initial complaint and for clarifying the details of your concerns. We truly regret that we were unable to assist with your request for a refund of your $49 down payment. Vail Resorts is aware that you rejected their response and they apologize that they were unable to provide a satisfactory resolution.
  
  Vail is sorry that this information was not relayed to you upon first reaching out early in the season. As we previously stated, they absolutely understand and they sympathize with your frustrations. However, despite their understanding, **** cannot refund or roll over your down payment. Per the terms and conditions that were agreed to when the initial payment was made, the $49 payment is non-refundable and non-transferable to another guest or another season. They also provided that they can never guarantee a refund with regard to Epic Coverage. Refund requests submitted through Epic Coverage are handled by ******** and they are responsible for approving or denying the request. **** does acknowledge this information could have been relayed more clearly and they will pass your feedback along regarding the confusion to their leadership and customer relations team.
  
  Guests are responsible for paying the full price of their pass and for providing a valid credit card for their final balance to be charged to. **** was unable to recover the final balance and therefore your pass was cancelled and ******** cannot refund a pass that was not paid for.They urge you to review their purchase policy on www.epicpass.com for additional clarification regarding your request. At this time they can no longer review your request to roll over or refund your $49 down payment. Vail respects your position and although they cannot resolve your request they do greatly value your comments and your time and they hope that your wifes recovery is going well.
  
  Sincerely,
  ******

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19431947
  
  I am rejecting this response because: attached is screenshots from your policy which clearly states I am entitled to 100% refund due to injury of a family member and zero days being used. It specifically says you need to contact **** within 30 days of the injury. I did contact *** in August 2022 less then 30 days later, asking for a refund before anything more than the down payment was required. Your person did not know how to handle this and I demanded to speak to a manager who never called me back. I then again reached out in December and in December my pass was still considered active just needing a final payment. Nobody at **** told me make a payment and you will be entitled to 100% refund.  I then reached out by email to customer service again while my pass was still active and they waited over a month until my pass was canceled before saying you cant have a refund. At any time during this time somebody should have told me to make 100% payment and I would be entitled to 100% refund. Including the downpayment. The fact is your own employees made the mistake not me. If you needed me to make a final payment just to get all of my money back I wouldve gladly have done so but nobody at your company bothered to tell me to do that despite multiple attempts to get the situation rectified. That is on you not me. Again I try to rectify this way before my final payment was even due so why would I have paid a final payment when I was trying to get my money back? Again look at the order of things I clearly was entitled to 100% refund if your employees had given me accurate information the mistake is on your side not mine. 
  
  
  Sincerely,
  
  
  ***********************
  

• Initial Complaint

  Date:02/20/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 30th 2022 I was charged a $49 deposit for an auto renew on a seasons pass for a 2022-2023 Epic Pass from Vail Resorts. I had forgot that I had signed up for my pass to automatically be renewed ( I do not have any record of an email reminder from **** that the deadline was approaching) but did not give it much thought as it was just a deposit and I might be able to use the pass anyway. In July my living situation changed and given the uncertainty of my living situation at that time I realized I would not be able to use the Epic Pass for the upcoming ski season. I contacted Vail resorts requesting that they not charge my card for the remaining balance of the pass to which they declined. They said that my reason for a "refund" was not a qualifying reason. My response to them was that I was not requesting a refund, that they could keep the deposit, I was asking that they not charge my card for the balance which they declined. Charging for a deposit and claiming that its an obligation to purchase the pass is very misleading. Before the billing date in September my credit card information had changed and I did not update it on their website. In December Vail somehow acquired my credit card information and charged my card $792 for the balance of the pass. I have not nor will I be able to use the pass this year, which I informed them before they charged my card the balance and I would like my card refunded for the $792.

  Business Response

  Date: 03/09/2023

  Hello ****************,
  
  We have received your complaint which states that you were charged a $49 deposit for a 22/23 Epic pass in April 2022. You were unaware that you were enrolled in **** Resorts Auto Renew program and you also claim that you never received any reminder emails from **** prior to this charge.Initially, you were hopeful that you would be able to use the pass but unfortunately, circumstances changed over the summer and you discovered that you would not be able to use a pass. Upon reaching out to **** to request a refund, you were informed that your pass is non-refundable and that the final balance would still be charged. Despite not manually updating your payment information in your Epic account, **** Resorts was still able to charge the final balance to your new card. You are seeking a refund for your unused pass.
  
  We appreciate you taking the time to reach out and provide the details of your situation. **** Resorts is aware of your complaint and they sincerely apologize for any confusion and for your ongoing frustrations. They respect your position and your feedback as a valued guest.
  
  **** is aware of the confusion surrounding their Auto Renew program and their $49 down payment option. They are in the process of updating the information and wording that is provided to guests in order to resolve any concerns or issues. Although they certainly apologize for the miscommunication,Epic pass products are non-refundable once a down payment has been made. This is addressed in the pass purchase and Auto Renew policies which are both published on epicpass.com.
  
  Additionally, per the Auto Renew terms and conditions, guests are obligated to provide a valid credit card to which the final balance will be charged to. Based on their records, **** received an updated method of payment on December 14th, 2022. Another automatic payment was processed in December and the final balance for your Epic pass was successfully charged to the updated credit card on file.
  
  Although **** understands that you are unable to use your 22/23 Epic pass, they cannot make an exception to their current policies. They did provide that each pass product purchased or renewed for the 22/23 season does include Epic Coverage and guests are welcome to review the details of the Epic Coverage policy, which is also available at epicpass.com, to determine if they may be eligible for a refund due to a qualifying event. If you do determine that you have a qualifying event, you are able to submit your request by calling ************** or by submitting an online form at **********************************.
  
  We regret that we are unable to assist with your request for a refund of your Epic pass. **** Resorts certainly sympathizes with you and they apologize for any inconvenience and for the frustration this issue has caused you. They assure that they will pass your feedback and your comments along to their leadership team as they continue to review their current policies and procedures in hopes to improve their guestsoverall experience. **** does strongly urge you to review the Epic Coverage policy to confirm your eligibility or to provide clarity regarding your concerns. If you do choose to pursue a refund through Epic Coverage, **** hopes that it works out to a positive outcome for you and they wish you the best as you move forward.
  
  Sincerely,
  ******

  Customer Answer

  Date: 03/12/2023

   
  Complaint: 19438146
  
  I am rejecting this response because: Their response is insufficient.

  To clarify ********** timeline of events, I did not request a refund for my pass when I first reached out to **** customer service. I asked that they not charge my card for the remaining balance of the pass that I would be unable to use for the upcoming season. A request to not charge a card is not the same as requesting a refund. 

  **** says that their passes cannot be refunded yet they do actually refund passes through Epic Coverage. Unfortunately for me my situation is not a listed Qualifying Personal Event. To go into detail of my "living situation change" that occurred over the ******* My landlord's family, acting under a power of attorney, did not allow me to renew my lease so that they could take over control of my landlords house. In finding a new apartment my monthly rent increased by 50%. This increase in rent prevented my from being able to use my Epic Pass. My situation is very much akin to several qualifying events that **** provides refunds for such as job loss or furlough. Someone who experiences a qualifying event and does not use their pass at all for the season is entitled to a full refund through Epic Coverage. I have used my pass for zero days do to the financial hardship caused by a significant increase in my monthly rent and I request a full refund. 

  **** admits that their wording about their auto renew program and $49 down payment option causes confusion. They say so in their response to me and that they are in the process of updating the information and wording to resolve any concerns or issues. Yet **** takes zero responsibility for any of this and they only offer me an apology for the miscommunication. **** happily took over $800 from me and only offers an apology while refusing to return any money and this is not good enough. 

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

• Initial Complaint

  Date:02/15/2023

  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 travelled all the way from ****** with my two kids to snowboard for two days at ********* in Lake Tahoe, which is owned by **** resorts. We purchased lift tickets and rented snowboards from *********'s rental shop. However, we were disappointed to find that two of the three boards were faulty and on the first day we had to stop snowboarding constantly to deal with issues. After spending most of the day going back and forth, we ultimately had to have the boards swapped out for other ones, and the rental shop refunded us for the rentals. Even my daughter, whose equipment wasnt faulty, wasnt able to enjoy the day because she isnt old enough to be on the hill on her own and had to wait while I to dealt with these issues. I wrote to **** Resorts asking for the lift tickets to be refunded, and they directed me to write to *********. I wrote to them, and I was astounded to get a reply saying that refunding us for only the rentals and not the lift tickets was a "fair accommodation". Stating the obvious, to make use of a ski resort you need both equipment and lift tickets. If you only have one of those things, the other is of no value. ********* failed to provide working equipment, and this made the lift tickets useless. Refusing us a refund is unreasonable to say the least. Our lift ticket confirmation number was ********* and our lift tickets cost $429.00 total. It does not feel good to have spent that much on lift tickets and have the day basically ruined by rental equipment problems.

  Business Response

  Date: 03/03/2023

  Hello, ******************,
  
  We have received your complaint which states that you purchased lift tickets and booked rentals for a trip to ********* resort in Lake Tahoe. After picking up your rentals on the first day, you discovered that two of your snowboards were faulty which ultimately caused multiple stops throughout the day for adjustments. You went to return your rentals at the end of the day and informed them of the issues you encountered. Fortunately the rental shop issued refunds for your troubles however, upon requesting a refund for your scarcely used lift tickets, **** Resorts advised you to contact ********* directly. They responded stating that your rentals were refunded correctly but that the lift tickets were non-refundable. Due to circumstances of your visit and your situation, you believe that you are entitled to a refund of those lift tickets and that Northstars response is not fair.
  
  We appreciate you taking the time to reach out and to provide the details of your situation and your concerns. We also apologize for our delayed response. **** Resorts is aware of your complaint and they are truly sorry to hear about the issues you experienced and that your vacation was negatively impacted. They greatly respect your position and your feedback as a valued guest.
  
  **** certainly understands how difficult skiing and snowboarding can be without the correct equipment and they recognize that this may result in shortened days on the slopes or regular breaks throughout the day. Historically, once a lift ticket has been scanned, it has been used and is no longer refundable. Regardless of the circumstances which prevented further use, used lift tickets are non-refundable per **** Resorts refund policy.However, as they advised, guests are welcome to reach out to the specific resort to request a refund if they have concerns about their on mountain experience. Each resort has the right to approve or deny a refund request and will do so at their own discretion.
  
  We understand that ********* initially denied your request for a refund however, **** Resorts was able to confirm that a refund of $429 was issued on February 21st for three lift tickets. The refund was issued to the original credit card and receipt was sent to your email address on file. They regret that your concerns were not addressed and resolved as quickly as expected but they are glad that they were able to eventually provide a positive outcome. **** assures that they will pass your feedback along to their leadership team as they continue to review their current policies and procedures in order to improve their guests overall experience. They hope that you were able to enjoy the remainder of your vacation despite that first day and they wish you the best as you move forward.
  
  Sincerely,
  ******

  Customer Answer

  Date: 03/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, although it took far too long to reach a resolution.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/13/2023

  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.

  *********** Ski Resort advertises on their website that they will refund unused lift tickets. I purchased a 3 day lift ticket (confirmation number ********* on Jan 8 2023). Start date is Feb 5 where you can use 3 lift days within a 5 day time period. I used lift ticket on feb 6 and 8. I was unable to use the 3rd day and requested a refund of 3rd day at Keystone in person at 5 pm on feb 8 and was told I had to do this through brekenridge and could call them the following morning. I called Feb 9, 10, and 11 to request my refund. Each time was told it would be processed and would see a confirmation email later in the day. On Feb 12 called again and was told it was too late to request a refund but since records showed I had called on Feb 9 she would need approval to process and would process it once she had that approval. To me the refund is a scam and the ski resort hopes you will give up. At one point during the call on Feb 12, I was told the issue had something to do with taxes on the original purchase not being processed yet and that it why the refund was not going through and said she would forward me to another agent but hung up on me instead. I don't know what taxes on the original purchase would have to do with a refund. One agent said that the refund would be processed at $202. *********** either needs to refund the money or remove the false advertising from their website.

  Business Response

  Date: 03/02/2023

  Hello, **********,
  
  We have received your complaint which states that you purchased a 3-day lift ticket to visit **************** resort. Based on information published on their website, unused lift tickets are refundable and you requested a refund of your unused third day on February 8th. You were told that your refund would be processed by ************ the following morning however that did not occur. You contacted Vail Resorts and ************ repeatedly over the following days and on February 12th you were informed that your refund had not been processed and that it was now past the deadline for refund approvals. Additionally, you were told that your refund was not processed due to issues regarding the taxes applied to your original purchase and that phone call was disconnected before a resolution could be provided.Your experience has left you worried and uncertain that Vail Resorts policy is accurate or fair.
  
  We appreciate you taking the time to reach out and provide the details of your situation. Vail Resorts is aware of your complaint and they sincerely apologize for the confusion and your ongoing frustrations. They greatly respect your position and your feedback as a valued guest.
  
  Vail Resorts did confirm that lift tickets are refundable up until 5 PM on the last day that the ticket is valid for. They also confirmed that they will honor the refund of your unused third day as they do have record of your initial request on February 8th. Unfortunately, **** also confirmed that they are currently experiencing issues refunding lift tickets that are subject to additional taxes like ************ lift tickets are. They are currently working with their IT team to determine how to resolve this issue and will issue your refund as quickly as they are able. Once the refund is processed they will send a receipt to your email on file.
  
  We regret that we are unable to resolve your request at this moment. However, we are confident that Vail Resorts is actively working on a resolution to the error they are encountering and they hope to have an update for their guests shortly. As we indicated, they do have record and confirmation that your refund request will be honored. They certainly understand your concerns and they are sorry for the challenge this has presented. Your feedback is greatly appreciated and they will pass your comments along to their leadership as they work on improving their current policies and procedures. If you have any additional questions, **** will gladly address those. They wish you the best as you move forward and look forward to providing a positive resolution to your current concerns.
  
  Sincerely,
  ******

  Customer Answer

  Date: 03/07/2023

  Thank you for resolving my complaint with Vail Resorts. Their response is satisfactory.  I appreciate your help and dont think it would have been resolved without your help.

   

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

• Initial Complaint

  Date:02/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During the 2019/20 ski season **** resorts shut down all of the ski resorts they own due to Covid-19 pandemic. In March of 2020 while myself and my family were using our ski passes they sent an email stating that they would remain open following strict sanitary protocols. Six hours later they sent an email stating that they were shutting down all of vail resorts. I was confused, we just had extended our hotel stay before receiving the last email. We couldn't file a claim for a refund because we used our passes one day over their criteria for applying for a refund. We were out $1400 for three ski season passes that we only got to use for five days total. For the 2020/21 ski season **** Resorts offered 20% off and free season pass insurance because of Covid-19. They said you can buy a season pass without worry and peace of mind. I purchased three season passes november of 2020 from **** resorts for 2020/21 season for $1023.79 (#*************). Due the to the Pandemic and the stay at home orders from Monterey County where we reside and Eldorado County where we ski and couldn't book a hotel room unless you were an essential worker, we were not able to take advantage of our ski season passes for 2020/21. In April of 2021 after the ski season ended I filed a claim with sedgwik to get a refund since the passes had insurance, I filed under the stay at home order. ******* denied the claim after I provided all of the documents they required. The reason for the denial was that I didn't file the claim within 30 days of the stay at home order. At the time of purchasing the season passes **** resorts didn't provide the small print and the agent didn't read me the small print. ******** reviewed my claim a few more times and kept denying the claim. I called **** explaining that I had been a loyal customer for the past 15 years and they if they could extend a refund, they said there was nothing that could be done and that it's all in the fine print. I feel **** stole from us.

  Business Response

  Date: 02/27/2023

  Hello Mr. ******************* have received your complaint regarding your experience over the past couple of season with Vail Resorts. Your season was cut short in 2019 due to ***** and unfortunately you were not eligible for a refund of your Epic passes based on your usage history. The following season you purchased Epic passes due to *************** of **** Coverage being included with all Epic pass products. Due to travel restrictions in response to the pandemic, you and your family were unable to travel and therefore unable to use the passes that you purchased. You submitted a refund request through **** Coverage in April 2021 and provided supporting documentation but your request was denied by ***** partner company Sedgwick. They stated that your request was denied due to the timeliness of your submission referencing the **** Coverage terms and conditions and ultimately informed you that they could not assist any further.
  
  We appreciate you taking the time to reach out and provide the details of your situation. **** Resorts is aware of your complaint and they sincerely apologize for the ongoing challenges you have faced and your frustrations. They greatly respect your position and your feedback as a valued pass-holder and guest.
  
  **** absolutely recognizes that the ***** ******************************************* many different ways. They did include **** Coverage with all pass products for the 20/21 season in response to the ongoing challenges of allowing their guests to still ride and enjoy the season amidst the chaos. As you are aware, the **** Coverage policy provided coverage for guests unable to use their passes due to qualifying personal events such as stay-at-home orders, personal illness, and personal injury. However, as ******** advised in response to your refund request, guests are obligated to submit their request within 30 days of their qualifying event. If a request is not submitted within that time frame, ******** is able to deny the request.These details are published in the **** Coverage terms and conditions which are available on epicpass.com.
  
  Although **** understands the circumstances and they understand that guests were dealing with challenges that took precedence over the ski season, Epic pass products are non-refundable outside of **** Coverage. This is addressed in the pass purchase policy which is presented and must be acknowledged by guests prior to completing their purchase. You are welcome to review this policy for your records by visiting ******************************************************.
  
  We regret that we are unable to assist with you request for a refund and **** Resorts regrets the inconvenience you and your family have experienced. The 20/21 season was undoubtedly a challenge for everyone as the world navigated the ***** 19 pandemic. **** truly did their best to offer their guests the ability to ski and ride despite these challenges and they are truly sorry to hear that your experience was not as positive. Unfortunately, their policies do state that requests must be submitted within 30 days of said qualifying event and without an approved refund request through **** Coverage,Epic pass products are non-refundable. **** will pass your comments along to their leadership team and they assure that they continue to review their standing policies in order to improve upon their guests overall experience. They hope that you and your family managed to stay safe and healthy throughout the height of the pandemic and they wish you the best as you move forward.
  
  Sincerely,
  ******

  Customer Answer

  Date: 03/04/2023

   
  Complaint: 19385913
  
  I am rejecting this response because: During the 2019/2020 ski season **** emailed a letter stating that they would remain open during Covid which made us extend our stay in Tahoe. Six hours later **** sated that they were shutting down all ******** resorts. **** was deceiving and contradictive with that information. I purchased our passes for 20/21 ski season, I was.not made aware of the fine print. **** was assuring it's customers to have peace of mind since **** was providing **************** Unfortunately my family and I were not able to travel to Tahoe for 20/21 ski season due to stay at home orders and not being essential workers. I reached out to **** resorts, find out how to file for a refund, but couldn't get through on the phone. After the ski season was over **** got back to me and explained to me that I had to file a claim through sedgwik. After almost four months ******* responded to the claim. Then I provided all the supporting documents. It took sedgwik two months to respond. After all those months passed My claime was.denied. We did not use services we paid for during 20/21 ski season, **** did not get back to me in a timely fashion for me to file my claim in time. I've been a customer for many years with **** ******************** and that should be taken into consideration. Communication from **** resorts was mishandled which pushed my claim passed the deadline. My money does not expire and I want my refund 

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

• Initial Complaint

  Date:02/10/2023

  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 discovered that my Epic Pass had a HOLD on it due to fraudulent use. I have not been skiing anywhere this year. I called the Epic Pass Fraud Hotline many times over two weeks and sent emails but have not heard back from them.

  Business Response

  Date: 02/27/2023

  Hello, ****************,
  
  We have received your complaint which states that the Epic pass you purchased for the 22/23 season is now inactive due to fraudulent use.You have not used your pass at all this season yet **** Resorts indicates that they have record of your pass being used incorrectly at one of their resorts.You have reached out to the Fraud Hotline provided through **** Resorts and you have sent multiple emails but have not received a response. In order to reactivate your pass, you need to get in touch with **** Resorts.
  
  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 they have not been responsive to your inquiries. They respect you position as a valued guest.
  
  Upon review of your account, **** Resorts did provide that their records indicate your pass was used at their **************** resort on December 28th, 2022. 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 **************** resort 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 ************ provided a direct number to their scanning department; that number is ************. They understand that you have had difficulties getting in touch with ************ and they suggest that you also reach out to their ************************* by calling ************.Although you indicated that ************ 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 ************ 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 ************ is responsible for making any decisions regarding your pass. **** truly hopes that your issue will be resolved as quickly as possible and they will pass your feedback along to their leadership team and make sure your comments are communicated to the appropriate departments. They are confident that a ************ team member will be in touch as soon as possible and they wish you the best as you move forward.
  
  Sincerely,
  ******

• Initial Complaint

  Date:02/08/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hurt my knee and have had a MRI (included). I can not ski this year as per the injury the Epic ski pass webpage dictates i can ask for a full refund do to a medical issue. **** has a third party (*******) that is asking for personal medical info that is violates federal HIPPA laws. **** is holding my refund at ****** refusing to pay if i do now offer up confidential medical issues as well a "Note" for my doctor as if i was 8 years old in grade school looking to be excused from a physical ed ******

  Business Response

  Date: 02/24/2023

  Hello, ******************,
  
  We have received your complaint which states that you purchased an Epic pass for the 22/23 season that you can no longer use due to a knee injury. You submitted a refund request through Epic Coverage, as dictated on **** Resorts website, but you were surprised to find out that they required medical documentation to review your refund request. You believe that this is against your HIPPA rights and now **** is refusing to refund your pass if you do not provide this confidential information.
  
  We appreciate you taking the time to reach out and provide the details of your concerns. **** Resorts is aware of your complaint and they are truly sorry to hear about your injury and for your ongoing frustrations.They greatly respect your position and your feedback as a valued guest.
  
  As you already indicated, in order to receive a refund for an Epic pass product, the request must be submitted through Epic Coverage. The Epic Coverage policy is included with all pass products at no additional cost and allows guests to request a refund if they have a qualifying personal event such as an injury. However, per the Epic Coverage terms and conditions which are published on epicpass.com and acknowledged at the time pass products are purchased, guests are required to provide supporting documentation from their physician in order for their refund request to be reviewed and approved. **** and their partners at Sedgwick sincerely apologize if this upset you however,it is their policy and ******** has the authority to deny requests that are submitted without additional documentation.
  
  We regret the distress that this experience has caused you.**** Resorts assures that they will pass your feedback regarding their current requirement of medical documentation to their leadership team. Fortunately,**** did advise that their records show your refund request was approved and has been paid out as of February 22nd. The refund is issued as a check and will be sent to your address; you should receive your refund shortly.If you have any questions regarding your refund, please contact ******** directly. **** wishes you the best in your recovery and as you move forward.
  
  Sincerely,
  ******

• Initial Complaint

  Date:02/08/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased lift pass tickets on 12/3/2022 with the intention of traveling to ************ for a ski trip with friends on 3/14/2023-3/19/2023. A couple days before the end of the year, my husband talked to his heart doctor and they indicated they thought he would need surgery. When he went to his appointment later in January 2023 they confirmed the need for surgery and scheduled it for 3/8/2023. Obviously he will be unable to fly or ski during the following weeks after a heart surgery so we cancelled our trip and requested a refund for the ski lift tickets since we will not be able to go. I submit the request to the online portal and they responded with a form that needed to be filled out by his doctor, which we got filled out and returned, and they STILL denied our request for a refund. I just dont understand in what world heart surgery with all the paperwork they request doesnt warrant a refund? This company is clearly just out for money and they do not care about the patrons they are serving.

  Business Response

  Date: 02/17/2023

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

  We have received your complaint which states that you purchased Epic passes for you and your family in December 2022. Unfortunately your husband was informed by his doctor that he would need heart surgery which would prevent him from being able to use his pass. You submitted a request for refunds of the passes once you received confirmation of his surgery date. Upon request you also filled out the required paperwork and provided additional documentation to support your request. Despite providing all the requested details and information, your request was denied.
  

  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 truly sorry to hear about your husbands health concerns as well as your frustrations. They absolutely respect your position and your feedback as valued guests.
  

  **** understands that you and your family are busy focusing on your husbands health and his recovery and they sincerely apologize that the issues you have encountered. As you are aware, all refund requests for Epic pass products are submitted through Epic Coverage which is handled by Vails partner company, Sedgwick. Regrettably, **** does not have the ability to approve or deny Epic Coverage refund requests. You are welcome to appeal ********* denial of your request by contacting them directly. **** has also provided that they will reach out to ******** on your behalf to investigate if there is any additional information needed to possibly approve your refunds.They ask that you reject this response form the Better Business Bureau in order to keep this channel of communication open and they hope to have an update for you soon.
  
  We regret that we are unable to assist with your request at this time. However, per Vails standing policies and procedures, a review of your denied request can only be addressed by ********. We are confident that **** will contact them on your behalf and that they will be able to clarify any confusion or miscommunication upon hearing from them. **** truly does hope that they are able to alleviate any frustrations or concerns caused by the denial of your request and they wish you and your family the best during this difficult time. We will be in touch shortly with updated information provided by *********
  

  Sincerely,
  ******

• Initial Complaint

  Date:02/03/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** Resorts is taking a $20.00 per person deposit through a reservation system Tock for their restaurant the 10th. Deposits are supposed to be refunded when the guests dine - this is not happening. The 10th says that **** is holding these funds, **** says the 10th has to return the funds. These are not small amounts when you consider how much money is missing. I have tried to contact **** Resorts accounting but my guests who I have placed the reservations for want their money returned. As do many other patrons to the restaurant. I will reach out to my guests to get permission to upload their documents.

  Business Response

  Date: 02/20/2023

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

  We have received your complaint regarding the reservation process for **** Resorts restaurant, ********. You indicate that **** uses a reservation system, Tock, which requires a $20 deposit per person for reservations made online. These deposits are meant to be returned once guests have dined at the restaurant however this is not happening. You have been sent back and forth between Tock and The 10th with both advising that the other is responsible for refunding these deposits. You have reached out to **** Resorts accounting team and still have not received a straight answer or resolution to your concerns.
  

  We appreciate you taking the time to reach out and provide the details of this situation. **** Resorts is aware of your complaint and they are truly sorry for your ongoing frustrations without any sort of resolution or assistance so far. They certainly understand and respect your position.
  

  Vail Resorts Management Company was not aware of this discrepancy regarding the Tock reservation system. They are willing to look into this matter further and ask that you reject this response from the Better Business Bureau in order to keep this channel of communication open while they investigate further. At this time they cannot provide any additional information regarding which party handles these deposits but they are confident they will learn more shortly.
  

  We regret that we are unable to resolve your complaint and your concerns at this moment. We look forward to providing a more thorough update as quickly as we are able. **** Resorts will review this information and they will provide us with any new details they uncover. They thank you for your patience throughout this process.
  

  Sincerely,
  Amandall us why here...

  Customer Answer

  Date: 02/21/2023

   
  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:02/02/2023

  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.

  I booked 2 nights at ************* hotel Dec *****. On December 28th there was a snow storm and all roads were closed from ****** to *************. I called into get a refund and a male manager said he was going to help me but never did. Total was $659.92. Please refund

  Business Response

  Date: 02/20/2023

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

  We have received your complaint regarding lodging reservations you made through **** Resorts for a stay at ************* in December 2022. Unfortunately, you werent able to make your stay due to a snow storm which forced road closures. You initially reached out to ************* and spoke with a manager to request a refund. They initially seemed willing to help but you have not heard back and not received any sort of refund and you are looking for assistance to confirm your refund has been processed.
  

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

  Although they certainly understand your concerns and your frustrations,all inquiries regarding lodging and reservations do have to be addressed by the lodging company directly. While Vails corporate team does not have access to lodging reservation details and cannot provide any additional contact information directly, they did provide contact information for ************* Resort. You are welcome to reach their ***** Services team by calling ************ and you can reach their Central Reservations team by calling ************ or ************. You are also able to reach them through email by reaching out to *********************************************;if you have any confirmation details of your lodging reservation you can include those in your email.
  

  We regret that we are unable to assist any further with your request for reimbursement. Refunds differ based on each lodging property which prevents **** Resorts corporate team from intervening. They apologize for the difficulties you have already experienced and if you experience any further difficulties getting in touch with Crested Buttes guest services team, **** will be happy to assist with getting you in touch with them. They wish you the best as you move forward and we hope that you are able to resolve your concerns quickly and with a positive outcome.
  

  Sincerely,
  ******