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:02/01/2023

  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.

  Myself and *************************** received no notification that yesterday was last day to upgrade EPIC pass and the rep told me this was a decision just made today. This is not fair notice and will cost us over $1000 if we have to buy the lift tickets daily instead of the upgrade. I feel this is predatory and we should be given the opportunity to upgrade as I know our family who are traveling with us were able to do last week. These type of passes and access to ski is almost exclusively controlled by two companies across the country and these monopolies are using their control to put in place exorbitant pricing. They send emails all the time for sales and yet did not send any notice that yesterday was the deadline. If it were not so expensive it would be different. Please help.

  Business Response

  Date: 02/17/2023

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

  We have received your complaint which states that you did not receive any advertisement from **** Resorts indicating there was a deadline to upgrade the Epic pass products you purchased for the 22/23 season. You were unaware that upgrades became unavailable after a specific date and as you were unaware of the deadline, you are now unable to upgrade your pass in the event that you wish to add days to your existing pass. As this was not advertised,you feel that this is unfair and even predatory and **** implements this deadline as a way of forcing guests to pay high prices for lift tickets in the event that they use their pass in full prior to the end of the season.
  

  We appreciate you taking the time to reach out and to voice your concerns. **** Resorts is aware of your complaint and they truly apologize for your frustrations and for the inconvenience you have experienced. They greatly respect your position and your feedback as a valued guest.
  

  **** absolutely understands your concerns and they recognize that setting a deadline may cause issues for their guests who choose to visit resorts later in the season. However, as pass products are considered early season products, they do become unavailable after the season begins. **** initially stops selling passes and then they later set a date for the end of upgrade requests. These dates change every season and **** Resorts pass sales team is only alerted of these deadlines a few days prior. As the option to upgrade is offered as a perk and at the discretion or **** Resorts, they do not send out email warnings as they do with price increases or sales deadlines.
  

  Although **** is unable to upgrade pass products any longer,they did provide that all Epic pass-holders are able to purchase lift tickets at the advanced ticket price for any additional days they wish to ride. You are welcome to review advanced lift ticket pricing on each resorts website but you are also welcome to contact **** directly with any questions or issues you may encounter.
  

  We regret that we are unable to assist with your request to upgrade your passes. However, per Vails standing policies and procedures, they are responsible for setting and upholding all deadlines. They will absolutely pass your comments and your concerns along to their leadership team as they continue to review their current processes. They apologize for any confusion which has caused your frustrations and they recognize that this may have negatively impacted your winter season. Despite these unfortunate circumstances,they hope that you will continue to enjoy the remainder of the season and they wish you the best as you move forward.
  

  Sincerely,
  ******

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 18967862
  
  I am rejecting this response because:
  

  They basically own or control **** resorts so are improperly making a distinction. I hear from their response that they are unwilling to consider the harm this causes to their customers. This also ***** their business model. I regret that I will have no other choice than to be honest with everyone I know that this is on principal the last ski season that I will participate in a pass plan and that others should resist as well. Eventually, treating your customer base as transactional versus a relationship will always cost the business more in this type of luxury business context. 

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

• Initial Complaint

  Date:01/27/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an email in the beginning of October 2022 from **** Resorts advising me that my claim from the 2021-22 season had been reviewed. This initial claim was for a refund of Epic Northeast Senior Ski Pass due to spouses injury. It was initially denied by *************** carrier. My experience with the insurance company last year was disappointing. Poor communications, lack of timely response and automated responses which did not provide information made the experience terrible. Also, The entire time my claim was reviewed I could not use my pass (basically the entire season).When I received the email this year offering a refund credit I was pleasantly surprised. I followed the directions and filled out the required form (several times). Getting no response I also called (several times). Each time I called I was advised that I should complete the form again. The agent I last spoke to said she would escalate. I even visited the local resort [********] and was provided with a contact, who I wrote to. Absolutely no response. So despite my best efforts, and numerous hours trying to contact **** I was not able to find how to use this pass credit. This is txt of email "Our team has reviewed your Epic Coverage refund request from the 2021/22 winter season, and are happy to share that you have now been approved for a Pass credit.?As a result, you are eligible?to apply all or a portion of your 2021/22?Pass Holder?Credit towards the purchase of a Pass for the?2022/23 ski and ride season.?For additional information on Epic Coverage,?including terms and conditions,?please click here.?. . To use your credit, please fill out this form while passes are still on sale and an agent will reach out to you to complete your transaction. If you have already purchased a Pass for the upcoming season, we will retroactively apply your credit as a refund."Epic Pass tickets are no longer available for sale and I still await a response from **** Resorts

  Business Response

  Date: 02/13/2023

  Hello, ****************,
  
  We have received your complaint which states that you received an email from Vail Resorts in October 2022 regarding a credit which was issued due to a denied refund request from the previous Epic winter season.The email stated that you would be eligible for a credit toward a 22/23 Epic pass and advised you to submit an online form via a link included in the email.You submitted the form expecting to hear from Vail Resorts shortly but never received any further communication. Upon your visit to one of their resorts, you spoke with a representative who provided you with contact information to speak with **** to inquire on an update. Unfortunately, you never received a response. Months have passed without any communication and Vail Resorts is no longer selling passes which leaves you unable to purchase a pass at all.
  
  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 your frustrations. They certainly value and respect your position and feedback as their guest.
  
  **** is aware that a number of guests submitted the online credit forms in a timely manner and unfortunately, their request was not addressed as quickly as **** had hoped. They have a team dedicated to assisting with these credit requests and applications and regrettably the number of credits they had to process was greater than initially expected resulting in the delay in getting through all of them. Upon review of your Epic account,**** did confirm that a credit was issued and applied toward a Northeast Midweek pass for the 22/23 season. They also provided that your pass appears to have been used multiple times.
  
  **** truly does regret your unfortunate experience and they understand your frustrations. Your feedback is greatly appreciated and they will pass your comments along to their leadership team. They continue to review their current policies and procedures while they work on improving their guestsoverall experience. We are confident that **** will ensure that similar issues are addressed and resolved. Despite your concerns, **** is glad to see that you have been able to enjoy the remainder of this season and they look forward to seeing you on the slopes in the near future.
  
  Sincerely,
  ******

  Customer Answer

  Date: 02/14/2023

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

• Initial Complaint

  Date:01/24/2023

  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 received an email today saying someone used my pass snowboard pass and that my pass was revoked for the rest of year. I have never gave my pass to anybody and have it still in my snowboarding jacket. I think this is obsured and epic has to do a better job on sending the pases to recent mailing address. I only used the pass 3 days and it is a shame they just take your pass away with out a warning or even sending a new pass.

  Business Response

  Date: 02/10/2023

  Hello ******************,
  
  We have received your complaint which states that recently received an email from **** Resorts stating that your Epic pass had been fraudulently used and that your pass would be revoked for the remainder of the season. You have only used your pass over three days and you are concerned that this issue is related to a mail related mix-up resulting in your pass being shipped to someone else. You also feel that your pass should not have been cancelled without providing a warning and without providing a new pass card and pass number for you as the guest who purchased the pass.
  
  We appreciate you taking the time to reach out and express your concerns. **** Resorts is aware of your complaint and they are truly sorry for your frustrations. They greatly respect your position and your feedback as a valued guest.
  
  **** certainly understands the inconvenience that is posed by deactivating a pass product due to fraudulent use. However, their policy does state that passes are non-transferable and therefore other guests are unable to use the pass of an Epic pass-holder. While they recognize that fraud may happen without the pass-holder being aware, resorts are allowed to deactivate a pass which they deem has been used for fraud purposes.
  
  Upon review of your account, notes from ************ Resort indicate that they wished to speak with you directly regarding their decision to revoke your pass. While we are unable to provide any additional details,Keystone did provide a contact number for you to reach out to them directly;that number is ************. **** was unable to confirm whether your pass may be reactivated but they are confident that Keystone will be able to answer any further questions you may have.
  
  We regret that we are unable to intervene or assist any further. **** absolutely does respect your position and they understand your frustrations. They assured that your comments will be passed on to their leadership team as well as their on-mountain teams as they review their current policies and procedures to improve their guests experience. They certainly wish you the best as you move forward and hope that Keystone will be able to clarify their reasoning and provide answers to any questions you may have or possibly even assist with reactivating your Epic pass.
  
  Sincerely,
  ******

• Initial Complaint

  Date:01/23/2023

  Type:Delivery 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 placed an order on November 15, 2022 for a total of four passes, 3 Four day limited RST and (1) 3 day Limited RST. Having recently moved I ensure that I had the correct shipping and billing address updated in my profile online. The order confirmation on 11/15/22 it showed the incorrect shipping address ************************************ and the correct billing address *******************************************. I immediately called and informed them of the error and was informed that the shipping address of *******************************************. was in the system. I then received two separate emails on 11/19/2022 saying that my order is on the way, the first email showed that (1) 3 day limited pass was going to the incorrect ************************************ and in a separate email that the remainder of the passes going to the correct *******************************************. address. I called in again shortly after receiving these emails to explain that the one 3 day pass was sent to the wrong address. I was told by the customer service rep another pass would be sent in 3-4 weeks. I said that was fine. I never received confirmation or notification that a new pass was sent. I then receive the (3) 4 day passes to the correct address on 11/24/22. I called again around 12/20/22 to explain I still didnt receive the 3 day pass. They said they would again send another pass and would take 3-4 weeks. On 1/18/23 I called again because still no pass in the mail or email confirmation. I was informed by customer service that they could send another pass but it would take 3-4 weeks. I asked to speak to a supervisor who then told me I was wrong and there was nothing they could do to expedite a pass. I could go to the office and get a pass there. With 3 small children this is not an ideal situation. I asked the for a manager to call me and was given ***** hours. I received a voice mail saying a pass was in the mail. Received confirmation email 1/21/23 again with the wrong address. I have called in several times since with no resolution and no ability to speak with a manager.

  Business Response

  Date: 02/10/2023

  Hello **********************,
  
  We have received your complaint which states that you ordered four Epic passes in November 2022 for the 22/23 season. You intended to have them shipped to you in advance of your trip and you made certain that you updated your shipping address as you had recently moved. Upon review of your order confirmation you discovered that the passes were set to be shipped to the old address so you contacted **** Resorts to update the address and have your order updated as well. The second confirmation that you received showed one pass was still being sent to the incorrect address while the others were sent to the correct one. Again, you contacted **** Resorts to make sure the address was updated on your order and you were assured that it was.
  
  You only received three of the four passes in the mail and upon your third request to have the fourth pass mailed out, you were informed that it would arrive within 3-4 weeks. Despite your multiple conversations, the fourth pass never arrived in the mail and upon reaching out to **** in January 2023 you were again informed it would take another 3-4 weeks to arrive in the mail or that you could have your pass printed in person if needed. Based on your circumstances, waiting in line at a ticket window is not a convenient compromise. You requested that your case be elevated to Vails leadership team and to speak with a manager but only received a voicemail which again indicated a pass was in the mail but being sent to the wrong address.
  
  We greatly appreciate you taking the time to reach out and provide the details of your situation and your concerns. We also apologize for our delay responding to your initial case. **** Resorts is aware of your complaint and they sincerely apologize for your continued frustrations. They truly respect your position and your feedback as a valued guest.
  
  **** understands that many of their guests make their plans for the season in advance of their first trip and they recognize that many guests wish to have their passes mailed to them in advance as well. They regret that they have not resolved your concerns yet and that your familys plans have been negatively impacted because of this. **** assures that they have reviewed your account, along with the accounts for your family members, and verified that the shipping address on file has been updated to the one you indicated is correct. They also confirmed that a request to have your missing pass re-issued was submitted on January 23rd and their records indicate that a new pass was printed and shipped to the correct address.
  
  They respect your position and regarding their compromise of standing in line in order to have your pass printed in person. While they recognize this may be inconvenient, **** wants to make sure their guests are able to access their resorts and enjoy their season even if plans change. They offer the option to have passes printed at the resort for those guests who dont receive their passes in the mail or who choose to have their passes printed in person. They are sorry that this compromise was not satisfactory for you and your family.
  
  We certainly understand your frustrations and we regret that we are unable to assist with your request. Per the information that **** Resorts provided, we are confident that your missing pass will arrive to the correct address shortly. **** assures that they will pass your feedback and your comments on to their leadership team as they work to improve their current policies and procedures. They truly hope that you and your family will be able to enjoy your trip and they look forward to seeing you on the slopes.
  

  Sincerely,
  ******

  Customer Answer

  Date: 02/10/2023

   
  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. The pass that was missing was finally sent to the correct address after speaking with upper level management.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:01/17/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/25/22, ***************** purchased an adult Stevens Select Pass (original price $343, with $100 promo code $243). He paid $49 down on this pass, $4.26 in tax & $4.95 for shipping (total $58.21). In Sept 2022, ***** paid the balance (the original price of the balance was $294, and with the promo code, the balance owed & paid was $194).On 5/27/22, I (***************************) purchased an adult Stevens Select Pass (original price $343, with promo code $243). I paid $243 for the pass, $21.14 in sales tax & $4.95 for shipping (total $269.09).On 11/23/22, I called the Epic Pass customer service to upgrade ***** and I's ********************** Select Passes to Stevens Premium Passes. After asking the cost to upgrade and after the agent looked at the passes on my account, I was told that the cost to upgrade each pass would be $306, or $612 to upgrade 2 passes. I was told that I would pay the difference between the cost of the current Premium Pass ($649) and the Select Pass in May ($343). Based on the price of $612, I agreed to upgrade the passes. I requested not to be mailed our passes.On 11/25/22, my credit card transaction from Vail Pass Sales was $773.94, which was $161.94 over the amount I was told by customer service.On 11/28-11/30 I tried to resolve this issue with customer service. I was told that the cost to upgrade my pass and ******* passes were different amounts, which is why the charge was $773.94. I was told that when buying our original Stevens Select Passes in May, that ***** did not use a promo code but I did (but ***** and I both did use the $100 off promos; see above). I was told that because I used a promo code discount when buying my Select Pass, that I had to pay for an additional $100 for upgrading my pass. This is incorrect, as the promo code was previously applied in a separate transaction for my original Select Pass, and ******* cost to upgrade was not affected by his use of the same $100 off promo. I would like a reimbursement to account for the discrepancy in cost.

  Business Response

  Date: 02/03/2023

  Hello ********************,
  
  We have received your complaint which states that you purchased an Epic pass in May 2022 for yourself and *****. You each had a promo code worth $100 that you applied to your purchases without issue. Later in the year you reached out to Vail Resorts to upgrade those passes which they did assist with however, the promo code which was originally applied to your pass was not transferred over to the upgrade which resulted in you paying an additional $100. You reached out to Vail Resorts to resolve this issue but they did not. You are simply requesting that your credit be re-applied and a refund issued.
  
  We greatly appreciate you taking the time to reach out and to provide the extensive details of your situation. Vail Resorts is aware of your complaint and they sincerely apologize for your frustrations and for any confusion.They greatly respect your position as a valued pass-holder.
  
  After thorough review of your account, Vail Resorts did confirm that they did not apply your credit to the upgrade as you had advised.They are truly sorry that this was missed upon your initial request and not resolved sooner. They have issued a refund of $100 to the credit card ending in **** and sent a receipt confirmation to your email address on file.
  
  **** assures that they will pass your feedback along to their leadership team in order to provide coaching to their team members and improve their guests overall experience. We are glad that Vail Resorts was able to resolve your request and are confident that they will work hard to ensure similar difficulties do not occur for other guests. They hope that you are able to enjoy the remainder of the season and wish you all the best.
  
  Sincerely,
  ******

  Customer Answer

  Date: 02/17/2023

  Hello,
  
  I'm emailing to update that my complaint with **** has been resolved and I am satisfied with the outcome. Thank you!
  
  Best,
  *****

• Initial Complaint

  Date:01/15/2023

  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 am a Lifetime pass holder. Received for 25 years of service with Vail Resorts. I went to pick up my tickets, part of the lifetime pass benefits and was refused. At that point I was told I could not pick them up because of a 5 year renewal? As far as the renewal, I had that done in 2017 and have picked up tickets as soon as last year. I have made numerous phone calls and emails trying to find out at least what has to be done, to no avail. A lifetime pass is just that. As far as I know I am still alive. I also believe the covid years need to be considered during this 5 year period.I truly need help with this as **** Resorts is non responsive. I have what they call a HRC #*******. Using this reference number I have contacted HR numerous times, still nothing.Your help would be greatly appreciated.************************* Former employee #******

  Business Response

  Date: 02/02/2023

  Hello ******************,
  
  We have received your complaint which states that you were a former employee of **** Resorts and have been a lifetime pass-holder for years.You recently went to pick up the benefit tickets which are included with your pass and were denied. They informed you that you needed to renew your pass as it had been 5 years since your last renewal. While you are aware that it has been 5 years since your last renewal, a couple of those years were impacted by COVID which you dont believe should be included within that time-frame. As you are a long-term guest, you are aware of the process to renew your pass however you have been unable to connect with anyone at **** Resorts who is able to assist with your request.
  
  We appreciate you taking the time reach out and express your concerns in addition to providing the details of your situation. **** Resorts is aware of your complaint and they sincerely apologize for your frustrations.They value and respect your feedback and your position as a valued guest and former employee.
  
  **** Resorts pas sales team would truly like to assist you with renewing your pass however, they advised that all employee lifetime passes are handled through their *************************** They cannot approve the renewal of your pass without it having first been addressed and approved by HR.They provided a phone number which is used by all employees, former and current,which is ************. You can also reach them via email by reaching out to *******************************************
  
  We regret that we are unable to assist you any further. **** Resorts is confident that their HR team will be in touch and that they will resolve your request to renew your pass. They will absolutely pass your feedback along to their leadership team regarding the effect of COVID on your previous seasons and your experience as they work on improving their current procedures.If you have any additional comments that you would like provide, you can submit those to **** Resorts through their email address, ************************************** They truly do respect your position as a long time former employee and they hope that you will get to enjoy the remainder of this season as soon as their HR team is able to assist you.
  
  Sincerely,
  ******

• Initial Complaint

  Date:01/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am continuing to dispute the charge of $577.00 on my credit card from Epic Ski (the charge is listed as ******** ********** on 9/16/2022. At the end of last years ski season (2021-2022), on April 22, 2022, I auto-renewed for 5 ski passes and I paid Epic $245.00 (each auto-renewal was $49.00). There are five family members, myself (*********************), my wife *******, my daughter *****, my son ***** and my son ***********On September 15, 2022, ****/Epic automatically charged my account for 5 season passes at $577 for a total of $2,885.00. The next day a charge was made for $577 for a sixth pass which I did not order. Additionally, I realized looking over the paperwork, that ****/Epic charged me another auto-renew fee of $49 on May 19th. I absolutely did not authorize an additional ski pass, and what ****/Epic is giving you is a duplicate for my son *****, when he already has a pass with the original purchase on 9/15/22. This is an error on the part of ****/Epic. On my ****/Epic webpage account, there is no documentation on their part of the payment for the actual season passes either. The random assignment of my son ***** for the sixth pass is completely inaccurate as his pass was purchased with the original 5 passes paid for on September 15th. If ****/Epics own website does not have documentation of prior purchases, but rather miscellaneous purchases, how am I supposed to provide documentation to prove the extra pass was not ordered, besides the credit card charges? Nowhere on their customer account web page is there any way for a season pass holder to track season pass purchases, as the order history does not show these. I have called ****/Epic several times, and have had to deal with agents who are not trained and do not know the business, which adds to the frustration.

  Business Response

  Date: 01/30/2023

  Hello **************,
  
  We have received your complaint stating that you purchased five Epic passes for the 22/23 season in April 2022. You initially paid deposits of $49 for each pass and paid the remaining balance in September on the pre-determined date set by Vail Resorts. However, you discovered that you were charged for an additional sixth pass which you did not opt to purchase and that you do not need. You have determined that your son, *****, has two passes when he only needs one and that Vail charged you without your knowledge.Additionally, you are unable to find record of these charges or any past transactional history through your online Epic account and any attempt to speak with a Vail representative has not provided any resolution to your concerns and your request.
  
  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 your frustrations and for the difficulties you have faced. They greatly respect your position and your feedback as a valued guest.
  
  Vail Resorts did thoroughly review their records and they did discover that your son, *****, has two active Epic accounts in their system. He has an additional account, separate from your familys account, which was enrolled in Auto Renew in April 2021. The total for this pass was $577 which was charged to your credit card linked to the account.
  
  As you indicated, you were also charged for an additional pass for ***** on the familys account. **** has agreed to refund the duplicate pass to the original credit card. A refund of $626 will be processed and you will receive a separate receipt from Vail confirming this refund. **** also confirmed that Auto Renew was turned off on Kevins duplicate account to ensure that multiple charges will not occur in following seasons.
  
  **** truly does apologize for the confusion and for the frustration it has caused you and your family. They also regret that they were unable to resolve your issue sooner but have assured that the refund for your sons duplicate pass has been issued and they have removed his duplicate account from their Auto Renew program. They did advise that they left his active account enrolled in the program but that you have the ability to cancel Auto Renew for the following season up until the deadline date which will be published closer to the end of the current season.
  
  As we previously stated, **** truly does respect your position and your feedback as one of their valued guests. They will make sure that your comments regarding your experience with their customer service team are passed on to their leadership to help them improve their process and overall experience. **** hopes that you and your family will continue to enjoy the remainder of the season and they hope that you will continue to be a loyal Epic pass-holder in the future.
  
  Sincerely,
  ******

  Customer Answer

  Date: 01/30/2023

   
  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:01/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a pass from Epic Pass in April of 2022 and was waiting for my new pass to come in the mail. As all my other friends received their pass I have not. I had to dig through their website, that barely works half the time, to try to find out how to get my pass. Finally, I found out that I had to keep my old pass from last year to use for this year which no one told me I had to do. I called Epic Pass on December 9th **************************************************************** short time. A month goes past and I have still not received my pass in the mail. I called again on Jan 2nd or 3rd and they told me they did not print the pass for me but they will get it started and that I should receive another confirmation email about it by the end of the week. Again I did not receive an email. I called today, Jan 11th, to ask about the pass again and of course they said that the pass has not been printed but they will start the process and have it to me in **** business days. My problem is that I have not been able to use my pass to go snowboarding at all this season but have already paid $467.75 of the full epic pass price. I talked to a manager to ask to not pay the full pass price as it is now 2 months into the season and I have not been able to use it. The manager told me that I was able to go to the customer service window at any ********************** to print a pass which I was not aware of as that was never told to me the last couple of times I was on the phone with customer service. I have been lied to a couple times about my pass and have not received any help about it. I am not looking for a full refund but knowing that it has been 2 months into season and I have not been able to use it, I just wanted a couple hundred dollars taken off but they refuse to do so. I was told that I am going to receive another call about maybe getting some money back but the manager I talked to said it would definitely not happen. I would like this to be resolved please.

  Business Response

  Date: 01/27/2023

  Hello ******************,
  
  We have received your complaint which states that you purchased an Epic pass for the 22/23 season in April 2022. You had expected your pass to arrive in the mail, as your friends received theirs in the mail.However, you discovered that your pass had actually been reloaded to an existing pass card without your knowledge. You reached out to **** Resorts in December to have a new pass card printed and shipped to you but, another month passes without it arriving. After contacting **** again in January, they informed you that nothing had been processed in December as you had been told and that they would submit a request to have your pass printed as quickly as possible. You have not received any confirmation of your pass being printed and are requesting a refund as you have not been able to use your pass despite the season being partly over.
  
  You requested that your case be elevated to a manager and informed them that no one had provided accurate information the multiple times you spoke with a representative at ****. You were never told that you could have your pass printed in person at a resort and you are requesting a partial refund of your pass. You have been told this is not possible just as you were told that you would receive a follow up call from another manager who reiterated that you would not receive a refund despite the circumstances.
  
  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 your ongoing frustrations. They understand and they respect your position as a valued guest.
  
  **** certainly recognizes that many of their guests wish to have their passes mailed to them in advance of their first trip to the slopes.They do their best to provide this service to all of their guests. However, in order to uphold their commitment to zero waste, they do also opt to reload existing pass cards each season for guests who have had Epic pass products in previous years. They are sorry that this was not initially communicated to you.
  
  As you are now aware, guests also have the option of having their pass printed in person at any **** owned resort. They understand this could be an inconvenience for their guests who hope to avoid lines and again, they apologize. However, as there is always a possibility that a pass will not arrive in the mail prior to a guests first trip to the slopes, **** is glad that they are able to provide a secondary option to ensure that all guests are able to access their pass product.
  
  Although they certainly understand your position, **** cannot issue refunds for passes due to shipping errors. Epic pass products are essentially non-refundable which is addressed in the pass purchase policy that is presented at the time guests complete a purchase. You are welcome to review this policy for your records by visiting ************************************************************ they cannot provide a refund directly, **** did include Epic Coverage with all pass products purchased for the 22/23 season. The Epic Coverage policy provides refunds for guests who are unable to use their pass due to a qualifying personal event. A detailed list of qualifying events, as well as the steps to submit a refund request, are published on epicpass.com. You are welcome to review this information to determine if you may have a qualifying event.
  
  We are sorry for your frustrations and we understand your concerns. **** Resorts also apologizes, they truly regret you have had such an unfortunate experience. Regrettably, **** must uphold their standing policies which means that they are unable to assist any further with your request for a refund. They hope that you are able to enjoy the remainder of the season and wish you the best as you move forward. If you do choose to pursue a refund for a qualifying event through Epic Coverage, they hope that it works out to a positive outcome for you.
  
  Sincerely,
  ******

  Customer Answer

  Date: 01/28/2023

   
  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:01/09/2023

  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.

  We had purchased three ****************** 5-day pass. On the day of our arrival (2022-12-26), it was raining and only couple of lifts were open till late in the afternoon. We were advised against going up due to the conditions by guest service. We spoke with customer service at the ********************** and they said we could upgrade our pass so that we can use our pass at other resorts. I've spent the past 1 1/2 hour calling customer service. I was told to call customer service at ******** using the number they gave me. Regardless which option (option 1, 2 and 3) I selected after I dialed the number, I was transferred back to general customer service and told me to call the **********************. Finally I got someone that might be able to help, but doesn't seems to understand what I'm asking, she kept on repeating answers that is unrelated to what I'm asking. At one point, she suggested I purchase a season pass. She also asked me to go online to find out how much it costs me for upgrading. I finally had enough and asked if I could speak to a manager, she then promptly give me what turn out be Veil Resort's main phone number. Based on the number of pages of complaints, I'm assuming this is not an one off occurrence. All I want is to pay, so I can upgrade my tickets, so that I can use it at another Epic resort in the US, as my family is not able to return to ******** this season.

  Business Response

  Date: 01/19/2023

  Hello **********,
  
  We have received your complaint which states that you purchased ****************** day passes for your family. When you first arrived at ******** to use your passes you were advised not to try and access the slopes due to weather which resulted in your family only using 4 of the 5 days you had planned. You were also advised that you may be able to upgrade your passes to provide access to **** Resorts other North American resorts. Upon reaching out to **** you have not been able to speak with any one capable of assisting with upgrading your passes. You even requested to elevate your call to leadership but that did not happen. You are still hoping to upgrade your passes to use them before the end of the season.
  
  We appreciate you taking the time to reach out and provide the details of your situation. **** Resorts is aware of your complaint and they apologize for your frustrations. Your feedback is greatly valued as Epic pass-holders.
  
  **** would absolutely be happy to assist you with upgrading your passes so that you and your family are able to visit their resorts. In order to ensure there are no mistakes or miscommunications regarding your upgrades, they do ask that you contact them directly by calling ************.You are also welcome to contact them through email by sending an email to ************************************** They truly are eager to assist but do require that you contact them directly in order to process your upgrade.
  
  We regret that we are unable to assist you further with your request. However, we are confident that **** Resorts will be able to accommodate your request and to relieve your frustrations. They look forward to hearing from you and hope to provide a positive resolution to your unfortunate experience.
  
  Sincerely,
  ******

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18712585
  
  I am rejecting this response because:

   

  While I was waiting for response submitted through BBB, I have called the phone number referencing in the email three times and spent one hour. Each time I selected either option 1, 2 or 3, I got transferred to another department. The last agent I was talking to again told me that I had to spend $1000+ ******** dollars to upgrade for a one-day lift. I told her it will only cost me $126 to purchase a one-day pass online. She told me that the system is only allowing her to upgrade my ticket by paying $1000+ ******** dollars per pass. She suggested me to contact coverage department. I told her I already did and got transferred to her. She suggested to me to log into my account and submit online refund requests. I submitted 3 requests for each pass. All 3 requests were rejected. The coverage request system does not even includes a reason of resort closure for client to select. I have exhausted all options (phone call and online system). If Vail appreciates their customers, please provide a direct contact (either email or phone number with a name) instead of I being transferred between departments and I had to explain to different agent over and over again.
  

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

  Business Response

  Date: 01/31/2023

  Hello **********,
  
  We appreciate you taking more time to follow up on your initial complaint and we are sorry to hear that you are still experiencing similar difficulties. **** truly does want to assist you however they can.
  
  Regrettably, we are unable to provide direct contact information for a specific **** Resorts team member because it violates their employee privacy policy. You are still welcome to reach out to them via email by sending emails either to *************************************** or ************************************** As we previously advised, in order to speak with a representative over the phone,you will need to reach out to either their U.S team or their ******** team who are with ******************. You can reach their U.s team by calling ************ and you can reach their ******** team by calling **************.
  
  **** also advised that they are currently only offering upgrades to full season pass products. If you are interested in upgrading your 5-day ****************** day pass, you will need to upgrade to a season pass product such as a full Epic pass or an Epic Local pass. They recognize this may result in additional frustrations and they sincerely apologize that this was not explained to you previously.
  
  With regard to the unused fifth day on your existing passes,as Vails team stated, any refund request must be submitted through Epic Coverage either over the phone or via an online form. Although weather issues are not included as qualifying events, **** still suggests reviewing the Epic Coverage terms and conditions to determine if you may have another eligible event. If you do determine that you have a qualifying event, you are welcome to submit a new refund request or follow up on one of your denied requests with new information.
  
  We regret that we cannot assist any further and we apologize for any additional frustrations we may have caused you. **** truly does look forward to assisting you, if you choose to continue the upgrade process, and they assure that either their email team or phone team will be available to help. However, if you choose instead to pursue a refund through Epic Coverage,for a qualifying event, they hope that it works out to a positive outcome for you and your family.
  
  Sincerely,
  ******

• Initial Complaint

  Date:01/06/2023

  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 (*******************************) and I (***************************) originally each purchased two-day passes (please see the individual screenshots below) through **** Resorts for the 2021-2022 season. We were unable to use these prior to her breaking an ankle. We submitted an insurance request through **** as they claim to cover injuries, however, this was denied March 2022, and, thus, presumed we would never be compensated for said passes. Fast forward to October 2022 (Please see screenshot below), in which we each received an email from **** Resorts stating they would issue ** replacements/refunds for the 2021-22 passes we were unable to use if we filled out an electronic form (Link: ***************************************************************************). We each filled out this form immediately, presuming we would be issued replacement as the email clearly states. We also booked a trip to ******** for ******* to used said passes. Come November, neither of us had heard from **** resorts, which seemed odd. I called their number, and was directed by an individual in an offshore call center to refill the form and we would be contacted within a week. As you can guess, this never happened. I then began working with online support specialists in December, who each claimed to have resolve the issue (see chat transcripts below) and issue us replacements. These never showed up. Today, ******* 6th, I again trued working with an online support individual who offered no assistance and had me call the same number I did back in November. When I called, I was again directed to an offshore call center where the individual spoke nearly no english. He provided me with a number that led me to more individuals that claimed to be unable to help. Essentially, **** is running a scam related to support. They offer no assistance and equip these individuals to run you in circles. So here I am now with a trip next week, no passes, and no ability to get support. I expect a refund for the tickets I will have to purchase next week and compensation for the 10 hours I have wasted working with this company's fraudulent support team. This company is extremely deceptive and deserves to be reprimanded for their heinous support and outright lies.

  Business Response

  Date: 01/23/2023

  Hello **************,
  
  We have received your complaint which states that you have been in contact with Vail Resorts regarding issues with Epic passes for the past year. You originally purchased two 21/22 Epic passes for yourself and your wife which you were unable to use prior to your wife suffering an injury. Based on the directions provided by Vail Resorts, you requested a refund through Epic Coverage but your request was denied. You later received email communication from Vail Resorts stating that you would be eligible for credits to be applied toward passes for the 22/23 season as long as you submitted the online form they included.
  
  Despite submitting the online form you have not received any credits or passes for the 22/23 season and each time you speak with a Vail team member you have either been told the issue is resolved, without receiving your passes, or that they are unable to assist you any further. You made plans to visit a Vail owned resort under the impression that you would be receiving your passes and now you trip has arrived and you do not have any confirmation or resolution to your concerns.
  
  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 are sincerely sorry for the challenges you have faced as well as your frustrations. They absolutely understand and respect your position as well as the feedback you have provided.
  
  As you are aware, **** included Epic Coverage with all passes purchased for the 21/22 season. The Epic Coverage policy provides coverage for guests that experience a qualifying personal event such as illness or injury.However, there are additional eligibility requirements that must be met in order for guests to qualify for a refund; this information is included in the Epic Coverage terms and conditions which are posted on epicpass.com.Unfortunately, after reaching out to their partner company Sedgwick, Vail advised that your refund request was denied citing that it did not meet the qualification requirements as set forth in those terms and conditions.
  
  With regard to the email you referenced with communication about a credit, **** did confirm that they were issuing credits for a select few guests due to circumstances surrounding their pass uses and local resorts.They do have a team that is dedicated to handling all credit requests and they have elevated this matter to their attention. They hope to clarify and provide a resolution for you as quickly as they are able. Their team will review this information as a top priority.
  
  We are sorry that we are unable to resolve your concerns at this time. However, we are confident that **** will provide clarification and an answer to your questions in a prompt manner. We ask that you reject this response from the Better Business Bureau in order to keep your complaint open and active so that we can provide additional communication once we have received updates from Vail Resorts. If you have additional details or inquiries, you are welcome to address those in your response as well.
  
  Sincerely,
  ******

  Customer Answer

  Date: 01/30/2023

   
  Complaint: 18696631
  
  I am rejecting this response because:

   

  At the recommendation of the business responding, I have rejected this until a resolution is reached between **** and I. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/08/2023

  Hello, **************,
  
  We greatly appreciate your patience as we worked to resolve your case with Vail Resorts. They also sincerely appreciate your time and your understanding.
  
  After an in depth review of your account, **** was able to confirm your request to redeem your credit was submitted prior to their deadline. Based on the information they were able to verify from their records and your request, **** issued and processed a credit for an Epic 2-day pass for the 22/23 season in your name. As they were unable to assist with your request prior to your trip, **** has agreed to refund the ticket you had to purchase on January 13th and will apply that day to your 2-day pass.
  
  Regrettably, they were unable to verify a credit for your wife, *****. At this time, they cannot assist any further with a request for a credit. If you have a copy of the form you submitted for yourself and for your wife you are welcome to reach out to **** directly for further review.
  
  **** Resorts truly apologizes for their delay in resolving your concerns. They certainly understand that you may still have further concerns or frustrations and they would greatly appreciate any additional feedback you are willing to provide. You are welcome to send any comments to them directly by emailing them at ****************************************** current feedback has been passed along to Vails leadership team as they work on improving guest experience for everyone. They hope that you will be able to enjoy the remainder of the season and wish you and your wife the best as you move forward.
  
  Sincerely,
  ******

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 18696631
  
  I am rejecting this response because:

  Hi, 

  I did not receive a full refund for my lift ticket purchased at ******** Resort. I received $50 back, which is nowhere near the $200 paid. A receipt is included. A 1 day lift ticket at **** would have been $195 otherwise, a picture is also included. The only reason the lift ticket was at a reduced rate was due to the fact that I also purchased a ******* I expect a complete refund.

   

  Also, I'm unsure how you are unable to find my wife's claim. The literal reason we filed an insurance claim to start was because she broke her foot. There's absolutely zero reason why I would be the only one who should have a claim for the 22/23 season pass in your system. This will need to rectified and her Keystone Lit Ticket refunded as well before I will close this claim. I would urge ****/EPic to do the right thing and quit wasting more hours of my time. This has been an absolutely horrible experience. 

   

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

  Business Response

  Date: 02/23/2023

  Hello, **************,
  
  We are sorry to hear that your concerns have not been fully resolved. **** regrets that they were not able to resolve your complaint as you had hoped.
  
  While **** understands your argument that regular priced lift tickets are pricier than tickets associated with ski school, they can only refund the amount that has been paid for the ticket. As the ticket you had purchased was $50, that is the maximum amount that **** can refund for that product. If you have concerns or issues with your ****** you will need to address that concern with Keystones Ski School.
  
  We apologize for any confusion regarding our previous communication about your wifes credit. **** did confirm that they are able to see the records of her previous Epic Coverage case. However, despite seeing that her case was denied, they do not have record of a credit request submission under her name. At this time, they cannot approve or apply a credit toward a pas for your wife. If you have confirmation that the form you submitted, via the email you received in October, included requests for you and for your wife, **** may be able to investigate further.
  
  As we said, we are sorry that this outcome was not the outcome you had hoped for. **** Resorts apologizes for your negative experience and for your frustrations. However, based on the information that **** Resorts has provided and based on their records, we cannot assist any further with your request for a credit for our wifes pass. They understand and regret this inconvenience and they will absolutely pass along your feedback regarding your experience to their leadership team. They greatly appreciate your patience throughout this process and wish you and your family all the best.
  
  Sincerely,
  ******

  Customer Answer

  Date: 02/25/2023

   
  Complaint: 18696631
  
  I am rejecting this response because:

  At this point you have wasted at least 20 hours of my life on this. Its clear you try to run people in circles, which is sad and a testament to the ethics of your company. You can simply just REFUND my original two-day pass then from last year. I will not accept a $50 refund for the turmoil you have put us through. We literally planned a trip around the lies of your company. Be better and do something to take care of your customers. 

  I look forward to your response. 

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