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:01/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased for my three kids four day ski passes for upcoming trip we took to ********* during our week in ********* to my kids skied only two days and one of them only skied one day due to them coming in contact with the flu/Covid they were unable to ski the remaining days I immediately went to the ticket window to ask for a refund and tell them what was going on they told me that the only thing I had to do was write a letter or contact ***************************** so I did the necessary documentation on their website after a few days and after returning home from ********* I had an email stating they wanted a letter from a doctor I did not take my children to a doctor in Park city as well as now we are home and two of my kids are back in school and feeling better it makes no sense to take them to the doctor my doctor is not gonna fill out some kind of form that they were sick on a vacation a week prior plus in order to get into see a doctor these days itll take a couple of weeks there are a lot of sicknesses going around just normal winter flu I feel like Vail resort should at least refund me the unused days things happen

  Business Response

  Date: 01/24/2023

  Hello ************************,********** have received your complaint which states that you purchased Epic passes for your children to use during your trip to ********* ski resort.Regrettably, they were unable to use them in full due to their contact with someone who tested positive for the flu/COVID-19. You initially spoke with a team member at Park Citys ticket window who told you that you simply needed to send a letter to **** Resorts confirming this incident. However, you later received a follow up email indicating that ***** partner Company ******** would require documentation from a physician to further review your request for a refund. You do not feel the need to take the time to visit a doctor *** that your children are feeling better and its unnecessary extra time and energy to reach out and set up time with a doctor. ********** appreciate you taking the time to reach out and provide the details of your situation and your concerns. **** Resorts is aware of your complaint and they are truly sorry for your frustrations and any inconvenience you have experienced. They respect both your position and your feedback as a valued guest.
  
  **** certainly understands that COVID 19 and the flu can derail or, unfortunately, cancel entire trips and they regret that your family was affected. As these different viruses and illnesses are still very prominent throughout *****************, and the across the world, **** has included Epic Coverage with all pass products purchased for the 22/23 season. The Epic Coverage policy does provide coverage for guests that experience a qualifying personal event (i.e. personal injury, illness, job loss, etc.) which prevents them from using their pass. A detailed list of qualifying events is included in the Epic Coverage terms and conditions which can be reviewed for your records by visiting ***********************************************.
  
  Per these terms and conditions, it is indicated that guests who request a refund due to a personal illness must provide physician documentation to support their submission. Additionally, this documentation must confirm that guest was unable to use their pass for an extended period of time (at least 30 consecutive days) out of the core season. **** recognizes that many guests plan trips in advance which may be disrupted due to an illness or injury but, as pass products are valid throughout the entire season, in order to qualify for a refund guests must provide documentation supporting their long term inability to use their pass product.
  
  Regrettably, outside of Epic Coverage, pass products are non-refundable regardless of circumstances. This is addressed in the pass purchase policy which is presented and ack***ledged at the time guests complete their purchase. **** has confirmed that guests are required to agree to these terms and conditions prior to completing their purchase, both online and in person. This information and the full policy are published on epicpass.com.
  
  As we previously stated, **** Resorts is truly sorry that your trip was disrupted by these illnesses and they understand your frustrations. However, per their standing policies, any guest who wishes to submit a refund request through Epic Coverage must provide supporting documentation as well as meet the additional eligibility requirements as laid out in the Epic Coverage policy. If you do choose to pursue a refund through Epic Coverage, they wish you and your family all the best.
  
  Sincerely,
  ******

• Initial Complaint

  Date:01/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I purchased a Summit Epic Pass. Part of this includes 20% off lift tickets. On the website, it states as part of the rewards:ADULT GROUP LESSONS Goals: everybody has them, and we're here to help you accomplish them! From making your first turns to tackling powder, bumps, or trees like a pro, a ****** with a Keystone coach can benefit any level skier or rider. As a Pass Holder, enjoy 20% off ******************************* LESSONS In Keystone's engaging *********************** ******s, kids will not only enjoy developing skills on-snow, they'll build relationships and confidence and be begging to return day after day! With an Epic Pass, your child can enjoy 20% off their group ****** When trying to book child group ******s, the discount is not applied online. In contacting the resort and customer service, they state that the child needs an Epic pass, which is not stated anywhere else on the website. It clearly states the passholder needs an Epic pass for adult ******s, but not as such for child ******s. Also the discount applies to others (not just the passholder) in other instances. For instance, when purchasing food at a restaurant only one person needs the Epic pass to get the discount. Same with booking lodging. Yet for ******s which is more costly, they mislead you. Now it is even too late to purchase an Child's Epic Pass to receive a discount so you are stuck with having to pay more.

  Business Response

  Date: 01/17/2023

  Hello ******************,
  
  We have received your complaint which states that you and your wife purchased Epic pass products for the 22/23 season. After your purchase you learned that adults and children are eligible for a discount on lessons through Epic Mountain Rewards which are included with all Epic pass products. However, you were not aware that Epic Mountain Rewards, with regard to lessons, are only available to guests who have an active pass product in their name; Epic Mountain Rewards discounts for lodging or dining can be applied to all guests accompanying the pass-holder which led you to believe that the same could be done for lessons. You attempted to book lessons for your child but were unable to apply any discount and it is now past the deadline to purchase passes for the 22/23 season.
  
  We appreciate you taking the time to reach out and to provide the details of your situation and your concerns. **** Resorts is aware of your complaint and they sincerely apologize for any confusion which has created such frustrations for you and your family. They greatly respect your position and your feedback.
  
  **** understands that many guests begin planning their trips,including booking lessons and lodging, and the perks and discounts that are provided through Epic Mountain Rewards are valuable in this process. They are truly sorry for any confusion regarding the eligibility restrictions connected to these perks. As you are now aware, Epic Mountain Reward discounts are only applicable to guests who have an active Epic pass product. However, as you pointed, in certain circumstances these discounts may be applied to lodging reservations and/or dining charges as long as the active pass-holder is responsible for booking or paying. With regard to ski lessons, equipment rentals, and retail purchases, the discount is only applicable to bookings or purchases for the pass-holder and cannot be applied toward other guests. **** recognizes that this discrepancy may lead to frustration and they apologize for this inconvenience.
  
  We certainly understand your concerns and as we previously stated,**** Resorts respects your position. Unfortunately, per their standing policies, Epic Mountain Reward discounts can only be applied to lessons for the actual pass-holder. They will absolutely pass along your comments regarding the wording on their website as well as any communication provided to guests to their leadership team to ensure that they provide the best experience for their guests. Although they cannot assist you with your request for a refund, they wish you and your family the best as you move forward.
  
  Sincerely,
  ******

• Initial Complaint

  Date:01/02/2023

  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.

  We put a $250 deposit down for snowboarding tickets for the Winter season. However, it didn't allow me to finish purchasing my tickets when I signed in online. Therefore, I purchased 2 completely new tickets. When I visited the resort near me, they stated that my passes were still inactive that that I would need to finish paying off the original tickets. I expressed to them that I had bought 2 completely new tickets due to internet issues which totaled $750. However, they still wanted me to purchase 3 tickets for people who could not join this season. I called the support line where the representative told me that she would apply the $750 amount that I paid for the new tickets to the original tickets and put in a request to refund 3 deposits put towards tickets that would not be utilized this season. However, when I hung up and checked my bank account she had charged me an additional $741 dollars which I had not authorized! I called again to file a complaint and they gave me a refund for $717. However, this isn't even the full amount for the 2 new December passes ($750) or the unauthorized charge that the woman initiated without my consent ($741). At this point our two passes are overpaid for and still inactive. This company has been completely giving me the runaround and will not refund my recent charges of $774 dollars or the initial deposits of $250 totaling ~ $1024 for two unusable snowboarding passes. I'm completely upset and the company has put me through a lot of emotional distress. I have been calling for the last 5 days. They keep saying that someone would get back to me or that there would be a resolution, but nothing has happened and some representatives have even left me on hold and disconnected the call after waiting on hold for over an hour. This company is terrible and I would not recommend them to my worst enemy. This is our second year snowboarding and we planned to go annually, but they have lost a customer moving forward.

  Business Response

  Date: 01/19/2023

  Hello ****************,
  
  We have received your complaint which states that you initially paid a deposit of $250 for Epic passes for the 22/23 season. At that time you were unable to complete your purchase or pay the full balance so you went through the process once again to purchase two passes in full. You discovered that your passes had been deactivated by **** Resorts citing that you still needed to pay the outstanding balances for the original passes you had attempted to purchase. Upon speaking with **** you were informed that they would apply the amount you paid in full toward the other passes to ensure that you only had two active passes and were note double charged.
  
  You also informed them that three out of the original five passes you had intended to purchase, as part of the deposit you initially paid,were no longer needed and you requested to cancel the balances. Instead, you were charged an additional $741 and **** will not refund the deposits or the passes that you no longer need and they are unable to put you in touch with anyone who may be able to assist. You are seeking refunds for the correct amount and wish to finally resolve your concerns.
  
  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 for your frustrations with this ongoing challenge you are facing. They sincerely respect your position and your feedback as an Epic pass-holder.
  
  After reviewing your account, **** provided clarification regarding the payment discrepancies on your account as well as the details of your situation. Based on their records, they confirmed that five deposits,worth $49 each, were charged in April 2022. These deposits lock you in for the best pricing on these five pass products. The final balance for these passes was set to be charged automatically at a later date. When **** attempted to automatically charge the final balance for those passes. The transaction was unable to be completed.
  
  As you indicated, you later purchased two additional passes and paid in full. **** was able to verify that they did refund the duplicate passes that you purchased. In order to return the duplicate passes, **** initially has to recover the failed charge and then refund that purchase. They are truly sorry that this was not explained thoroughly prior to completing this process. A refund of $325 was issued for the duplicate child local pass which was purchased and a refund of $392 was issued for the college local pass; they indicated that they were unable to verify your student status which resulted in the refund of the college pass instead of the adult pass.
  
  Although those balances were recovered, there are still outstanding balances for the three other passes which you initially intended to purchase. **** understands that there is some confusion surrounding their deposit and pass purchase policy and they apologize. However, they have advised that once a pass has been purchased, either with an initial deposit with an additional charge at a later date or paid in full, Epic pass products are non-refundable. While they are aware that the three remaining guests no longer intend to use those passes, per this policy, the balances for their passes are still due. You are welcome to review these terms and conditions by visiting ********************************************************* order to complete a purchase or pay a deposit, all guests must agree to these terms and conditions.
  
  Despite having paid for the two passes you wish to use, Vails company policy also indicates that the primary pass-holders account will be notated and their pass changed to an inactive status until the outstanding balances are recovered. **** indicated that you removed the additional guests from your account however, that does not remove their outstanding balances which results in your pass showing inactive. In order to activate your pass,**** does require the additional charges be recovered and those passes be paid for in full.
  
  Even though passes are essentially non-refundable, **** has included Epic Coverage with all passes purchased for the 22/23 season. The Epic Coverage policy provides coverage for guests who are unable to use their passes due to a qualifying personal event (e.g. personal illness, injury, job loss,etc.). **** has published a detailed list of qualifying events, as well as the additional terms and conditions of Epic Coverage on their website; you can view this information at any time on epicpass.com. If you, or the other pass-holders linked to your account, determine that they have a qualifying refund event,they can submit their refund request by calling ************** or by filling out an online form at **********************************.
  
  We regret that we cannot assist you any further with your concerns. **** Resorts is truly sorry for the challenges you continue to face and they hope they will be able to assist you with reactivating your pass prior to the end of the season. However, they are unable to make exceptions to their standing policies and this time they still require that the outstanding balances linked to your account be resolved before your pass can be activated. They welcome any additional feedback you may have or inquiries which can be addressed over phone, through email or by using their online chat feature. **** wishes you all the best and they hope to be able to finally provide a resolution to your situation as soon as they are able.
  
  Sincerely,
  ******

• Initial Complaint

  Date:12/30/2022

  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 have been trying to contact someone within this company regarding pricing and season passes since mid November 2022. I have called (wait time was insane) so i tried chatting, left messages at my local resort and waited on the phone during off-season, and was unable to get in touch with anyone regarding passes. Now I was told as I finally was contacted back regarding my kids lessons (which were canceled by the local resort only to be told that no longer season passes are being sold), I was contacted a week and a half ago I was told this...This is despite having been trying to contact someone since mid November. All I would like to do is be able to purchase passes at my local resort as I purchased all new equipment for entire family and signed the kids up for lessons. the only notification that I got regarding passes was texting that prices were going up on December 4. There's complete disconnect and horrible customer service both locally, nationally within this company. i have attached all the missed messaged from chatting-which no email followup-but after being in question 45 people and on several different days this was a very frustrating process. i was also told on phone by local personnel that if i was a pass holder which my son was, that i would be able to purchase a pass til dec 31, 22, which i have been unable to do.

  Business Response

  Date: 01/16/2023

  Hello **************************,
  
  We have received your complaint which states that you have been reaching out to **** Resorts to purchase Epic passes for your family since November 2022. You have attempted to contact them over the phone and through their website using the online chat feature. Despite contacting them multiple times you never got to speak with a representative prior to the end of Epic pass sales. You followed up with **** and let them know that you had reached out well in advance of their deadline but they informed you that they were unable to assist. You are still seeking to purchase passes for your family for the remainder of the 22/23 season.
  
  We appreciate you taking the time to reach out and to provide the details and supporting documentation of your request. **** Resorts is aware of your complaint and they sincerely apologize for the difficulties you have faced and your ongoing frustrations. They certainly respect your feedback and understand your concerns.
  
  At our request, **** Resorts did review their records and were able to confirm the multiple instances that you attempted to contact them.They are truly sorry that this information was not passed on to all of their team members which ultimately resulted in miscommunication regarding your case.**** would be happy to assist you with purchasing passes for your family. You are welcome to contact them over the phone by calling ************ or by emailing ******************************************** has assured that your account is notated and that you have been approved to purchase passes despite the passing of their deadline.
  
  **** also assures that your feedback regarding your unfortunate experience and their communication to their leadership team. They are truly sorry that your request was not reviewed fully and for your ongoing frustrations. They continue to review their current policies and procedures in order to improve upon them and ultimately provide the best experience possible for their guests; your comments will be reviewed as they continue this process.**** looks forward to hearing from you so that they are able to assist you with your purchase and to finally resolve your situation. They welcome any additional questions you may have and look forward to seeing you and your family on the slopes.
  
  Sincerely,
  ******

• Initial Complaint

  Date:12/28/2022

  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 bought three epic passes for skiing from **** resorts. They shipped two (in separate packages for some reason) but not the third. I have contacted them via phone and chat at least 3 times. Each time I was assured it was shipping. Now my daughter has a ski ****** tomorrow and the pass has still not arrived. The company has no way to email or leave a voicemail after hours. This is ridiculous and has become a very time consuming process to get the pass I paid for.

  Business Response

  Date: 01/13/2023

  Hello ****************,
  
  We have received your complaint which states that you purchased three Epic passes for the 22/23 season and requested to have them shipped to you. You have only received two of the three passes and you have reached out to **** Resorts regarding the missing pass. They continue to assure that it has been printed and shipped however it has not arrived. When you initially submitted this complaint your daughter was in desperate need of her pass because she had preplanned lessons coming up. **** does not offer an option to contact them beyond their regular hours of operation and the process to receive all three of your Epic passes has now become very frustrating and time consuming.
  
  We appreciate you taking the time to reach out and provide the details of your situation. We also apologize for our delay getting back to you. **** Resorts is aware of your complaint and they sincerely apologize for the difficulties you have faced and for your ongoing frustrations. They respect your position and your feedback as a valued guest.
  
  Upon review of your account, **** was able to confirm that your daughters pass appears to have been used across two days. As you may be aware, in the event that guests do not receive their pass card in the mail,they are always welcome to have their pass printed in person upon visiting any **** owned and operated resort.
  
  Additionally, **** also advised that initially her pass was not printed alongside the pass for yourself and ******* due to an issue with the photo that was uploaded. Once the photo was corrected, they did submit the request to have her pass printed. They submitted another request on your behalf once they have been advised that you had still not received her pass in the mail.Regrettably, as **** does not directly print or ship pass cards, occasionally there are delays in the shipment process. Recently, they did advise that their partner company was experiencing a large volume in printing requests which did ultimately result in a slight delay of printing and shipping passes. They sincerely apologize for this inconvenience.
  
  Again, we apologize four or delay responding to your complaint. However, based on the information provided by **** Resorts, we are glad to hear that it seems your trip was successful and your daughter was able to enjoy her lessons. As we said, **** greatly values your feedback and they will absolutely pass along your comments to their leadership as well as their partner company responsible for printing passes. If you have any additional feedback,they would be happy to hear from you. **** hopes that you and your family will continue to enjoy the remainder of this season and look forward to seeing you on the slopes.
  
  Sincerely,
  ******

  Customer Answer

  Date: 01/15/2023

   
  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:12/28/2022

  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.

  In December of 2020 and January of 2021 I purchased three four day epic passes and one additional day for ************ and **** for me and my two teenage boys.We were scheduled to ski February 14, 15, 17, 18, 19th . I paid the following amounts for me and my two children.1. **** $******* - 12/6/2020 (four days, Me and my youngest son)2. Vail Pass $246 -1/2/2021 (1 extra day each for me and my youngest son)3. Vail pass $594 - 1/9/2021 (five days for my middle child)On January 27, 2021 I tested positive for Covid, and I was sick for the entire month of February, and my youngest son also got covid from me during the same time frame.My wife filed a claim on February 5, 2021 through ************************ to get a refund well in advance of our trip. No one communicated with my wife for weeks, and then we were only reimbursed the $246.00 amount for the two single day passes that were purchased for my youngest son and I. They denied the rest of our claim for no reason. They claimed we didnt provide a doctors note of my positive test which isnt true, and they said my middle child could have used his ticket within thirty days. This reason for denial is absurd, and I had no intention of flying my 18 year old Senior in high school out to ******** to ski by himself alone. Regardless, I made a phone call and spoke with someone at epic pass sales department. They gave me the number for ACM claims, and I spoke with a lady on the phone there that said no claims for the previous season are being reviewed, but she said she would re-open my claim and I would receive an email. I have yet to receive any emails from anyone which is the same problem my wife had when she filed the claim back in February 2021. So bottom line is, I would like a full refund for ******* plus $594.00 totaling ******* Please advise on what can be done to resolve this issue. My claim # is Claim *********. They denied it, and here is the email they sent to me with the explanation for the claim denial . On Jun 16, 2021, at 1:29 PM, **** Epic Claims <************************> wrote:Greetings,Please see attachment previosuly sent We have reviewed your request and have determined that it does not qualify for a refund under the Epic Coverage Terms and Conditions.? Personal illness is eligible for an Epic Coverage refund if it prevents you from using your pass for 30 or more consecutive days and you provide verification from a physician. Your request does not meet one or more of these requirements. **** Resorts?deeply values?your loyalty and understand?the challenges guests are facing this season.?**** Resorts?will take all guest concerns into consideration and review how the remainder of the season transpires, including a review of your circumstances, in thinking about how?to?retain the loyalty of?its?pass holders. To the extent that **** Resorts has any additional information based on that review,?they?will be in contact with you at that time. Thank you **** Epic Claims ******** Claims Management Innovative Solutions. Exceptional Results.PO ************************************** I reached out to **** Epic passes again yesterday, on December 27, 2022. I was told to call ************. I made the phone call and the person on the phone said they would re-open the case and investigate, and I was told to send an email to ************************* to explain the issues related to the original claim that was denied. I sent that email yesterday, December 27, 2022. Thank you.**** Stevenson

  Business Response

  Date: 01/13/2023

  Hello Mr. *********************************** have received your complaint which states that you purchased multiple Epic passes in December 2020 for yourself and your family. You were unable to use them in full due to contracting COVID-19 which then spread to your family members. You requested a refund of your passes through Epic Coverage in February 2021 and received a refund for only a couple passes. Since then you have been struggling to get in contact with **** Resorts and their partner company ******** who handle Epic Coverage requests to appeal their denial of refunds for the remaining passes. You have sent numerous emails and are seeking assistance to finally resolve your familys case.
  
  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 sincerely apologize for the extensive amount of time you and your family have had to face these challenges. They greatly value your patience and your feedback.
  
  As you are well aware, all refund requests regarding Epic passes do have to be addressed through Epic Coverage. Since your initial request was filed, **** has moved partnerships from American Claims Management to Sedgwick. Regrettably, throughout this process there were a number of Epic Coverage cases which were not transferred over. Both ******** and **** apologize that your family have been experiencing issues and facing the same challenges over the past couple of years.
  
  As ******** had advised, they did re-open/ review your case upon your request. **** Resorts also reached out regarding your Epic Coverage request and ******** confirmed that they had reviewed your request and are in the process of issuing payment in the form of a check. You should receive your payment shortly. If you have any further questions, please reach out to your case specialist at Sedgwick directly.
  
  We are truly sorry to hear about your unfortunate experience.**** Resorts does not take any of your feedback regarding your frustrations lightly and they will make sure that your comments are passed on to their leadership team as well as ********. **** is very glad that they were able to assist and they hope that your case and your overall situation has finally been resolved. They wish you and your family the best as you are finally able to move forward and they hope to get the chance to provide you with a more positive experience in the future.
  
  Sincerely,
  ******

  Customer Answer

  Date: 01/15/2023

   
  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,
  
  ********* Stevenson

• Initial Complaint

  Date:12/26/2022

  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 just spent an extreme amount of money buying tickets to Jackfrost on 12/26/22, due to this being a holiday week. I bought rentals for my daughter who is a beginner. The chair life broke leaving us to have to walk up the mountain because she is not skilled enough to make it down a crowded blue trail to get to another ski lift. due to the electical issues the lift was experiencing all the beginner trails had to then be closed off! I paid for a lift ticket which by name is meant to avoid walking up the mountain. I am extremely disappointed in our entire experience! I wasted more money for this trip and she couldnt even enjoy it! I am formally requesting a refund for my tickets and rentals that were useless.

  Business Response

  Date: 01/11/2023

  Hello ******************,
  
  We have received your complaint which states that you purchased two lift tickets to *********************** resort on December 26th,2022. You also made a reservation for equipment rentals, for yourself and for your daughter. Regrettably, on the date of your trip, **** ***** experienced issues with their chair lifts which resulted in you being obligated to walk up the mountain with your daughter and your gear. This interfered and negatively impacted your experience and you are seeking a refund of your lift tickets and the equipment which was barely used due to issues with the resort.
  
  We appreciate you taking the time to reach out and provide the details of your situation and we apologize for our delay responding. **** Resorts is aware of your complaint and they are truly sorry for your ongoing frustrations with your unfortunate experience. They certainly respect your position and your feedback.
  
  
  While **** understands that your trip was interrupted by the issues you experienced in the wake of *************** technical difficulties,unfortunately lift tickets are non-refundable once they have been used. In some instances related to resort wide issues or closures, the resort will assist with issuing refunds or replacement tickets however, those exceptions are made at the discretion of the resort and must be handled at the resort. You are welcome to contact **** ***** directly by calling ************* or by sending emails to [email protected], equipment rentals and rental refunds are handled by the rental company directly. Depending on which company you used, you will need to speak with them to confirm their refund policy and whether any exception can be made.
  
  As we previously stated, **** Resorts is truly sorry for your unfortunate experience and for your frustrations. They absolutely understand and respect your position however, they are unable to assist with your request for refunds because the amenities and the products you referenced are specific to each resort and/or company and must be addressed by them directly. **** assures that they will pass along your feedback to their leadership team as well as their team at **** ***** in order to improve their overall guest experience for everyone. They wish you and your daughter the best as you move forward and hope that **** ***** will be able to provide more information and a positive outcome.
  
  Sincerely,
  ******

• Initial Complaint

  Date:12/23/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased three EPIC passes for my family in April to receive the best price. My daughter tore her ACL and ripped her menisci in May. After surgery and much physical therapy, my daughter is unable to ski. I requested a refund and was told that due to not contacting the company within 30 days of her accident that this would not be possible. My wife and I have attempted to speak to a company representative to explain the situation and ask for a refund or to have the money be applied to a pass for next season, but have not had any progress. Most calls result in the employee saying that there is nothing that can be done and then our call is disconnected. It has been a frustrating experience.

  Business Response

  Date: 01/05/2023

  Hello ******************,
  
  We have received your complaint which states that you purchased Epic passes, for the 22/23 season,for you and your family. Regrettably, your daughter sustained a serious injury shortly after your purchase and you submitted a request for a refund which was denied. You were told that she did not qualify because your refund request was not submitted within 30 days of her injury and when you requested to speak with a representative at **** Resorts, they were unable to assist you. You are still seeking a refund or deferral of her pass to another season because she cannot use a pass this season.
  
  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 sincerely apologize for your ongoing frustrations, especially as you are also busy focusing your daughters recovery. They respect your position and value the feedback you have provided.
  
  As you are aware, **** Resorts offers Epic Coverage with all pass products purchased for the 22/23 season.This policy provides coverage for qualifying personal events such as injury or illness. Per the Epic Coverage terms and conditions, guests are required to submit their refund request within 30 days of their qualifying event. If a guest does not submit their request within that time frame, ******** does have the ability to deny that request. However, upon reviewing your daughters denied request,and based on the details from her physicians documentation, ******** has agreed to reverse their original decision and they have approved her request.They are working on issuing the payment for her pass and will be in touch with you directly to provide more information.
  
  **** Resorts is sorry for the difficulties you have faced while also dealing with your daughters injury. We are glad that ******** was able to recognize the circumstances and that they were able to provide a positive outcome to your request. **** certainly recognizes your concerns and your frustrations regarding their current policies and procedures and they will review your comments as they continue to improve upon these aspects. They hope that you and your family are still able to enjoy your winter and wish your daughter a speedy recovery.
  
  Sincerely,
  ******

• Initial Complaint

  Date:12/23/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 5th, **** (through their Epic Pass Coverage program), emailed me to offer me credit for last season's ****************** pass which I was unable to use do to Covid-19. They said all I need to do is contact them via a form for this to happen.I have tried over a dozen times (emailed the form 3 times, emailed directly 5 times, called their customer support 8 times). It has now been almost 3 months, and the form submissions and emails have never once received a response, and the customer support line has been completely incompetent in supporting. I'm at my wit's end.

  Business Response

  Date: 01/06/2023

  Hello ********************,
  
  We have received your complaint which states that you received an email from **** Resorts regarding a credit which was being offered based on your 21/22 ****************** pass. Per the instructions included in the email, you filled out the online form which was included via a link. In addition, you also emailed **** directly multiple times and called their customer service line multiple times as well.Unfortunately, you have not been able to receive an update or an answer to your inquiries while speaking with an agent over the phone and you have not received a response to your emails either.
  
  We appreciate you taking the time to reach out and to provide the details of your situation. **** Resorts is aware if your complaint and they apologize for your frustrations and for the difficulties you have experienced.
  
  **** did advise that they have a team dedicated to assisting with credit requests. They regret that they have not been able to assist with your request as they are handling a large volume of credit requests and applications. However, **** has assured that they will have one of their team members assisting with credits reach out to you directly within the next ***** hours from today, January 6th, to ensure that your request and your concerns are addressed. They are eager to provide a positive resolution.
  
  We regret that we are unable to assist with your request directly. We are confident that **** Resorts will be in touch to make this situation right. If you have any additional concerns or additional feedback,**** would greatly appreciate any comments you may offer. You can submit all feedback to **** directly by emailing [email protected] hope that you will be able to enjoy the season once your concerns are resolved and look forward to seeing you on the slopes.
  
  Sincerely,
  ******

• Initial Complaint

  Date:12/21/2022

  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 was charged $535.95 for a student Epic pass for my son on 10/03/2022. When I received the bill and had not received the Epic pass, I called the number on my credit card bill, ************** and was told the pass would be mailed to me within two weeks. After two weeks, I called again and was told once again that it was on its way and would be there any day. I told the person that my son would be traveling in early December and if he had not received the Epic pass in time for the vacation, that I wanted a full refund and was told "okay." When the Epic pass did not arrive in time for the vacation, I called and asked for the refund, at which time I was told that **** had a "no refund" policy for its Epic passes. I explained we had never received it, so I should never have been charged in the first place. I then called my credit card company to dispute the charge.

  Business Response

  Date: 01/03/2023

  Hello ******************,
  
  We have received your complaint which states that you purchased an Epic pass for your son in October and requested to have his pass mailed to you. You confirmed that the pass would be shipping within two weeks of your purchase however, you did not. You contacted **** Resorts to request that his pass be sent to you again and were told it was in route to you. Your son planned to use his pass in early December and you informed **** that you would like a refund of his pass if it did not arrive prior to his trip. As it did not arrive in a timely manner you contacted **** to initiate your refund request and were told that passes are non-refundable despite the fact that you never received your pass product.
  
  We appreciate you taking the time to reach out and to express your concerns. **** Resorts is aware of your complaint and they sincerely apologize for your ongoing frustrations. They value your feedback and your position as their guest.
  
  **** absolutely understands that many of their guests opt to have their passes mailed to them prior to their first trip to the mountain.They also provided that, typically, passes are shipped and delivered within ***** days of being printed. Unfortunately, based on the volume of passes being printed and shipped, arrival in the mail has reportedly been slightly delayed.**** also offers their guests the option of having their pass card printed at any of **** owned resort.
  
  While **** does respect your position on requesting a refund,Epic pass products are non-refundable once they have been purchased. This is addressed in the pass purchase policy which is presented and acknowledged at the time guests purchase a pass. **** confirmed that guests are required to agree to these terms and conditions in order to proceed with their purchase.You are welcome to review these terms and conditions by visiting ******************************************************.
  
  Although **** is unable to provide a refund based on the current circumstances of your request, they did advise that all Epic pass products purchased for the 22/23 season include Epic Coverage. The Epic Coverage policy provides coverage for guests that are unable to use their pass due to a qualifying personal event. The Epic Coverage terms and conditions,which include a detailed list of refund eligible events, is posted on epicpass.com. If you determine that your son as a qualifying event, you can submit his refund request by calling ************** or by filling out an online form at **********************************.
  
  We are sorry that we are unable to assist with your request for a refund. As we previously stated, **** truly does understand your frustrations and they respect your position. However,per their standing policies, Epic passes are non-refundable unless approved through Epic Coverage. They continue to review their current policies and procedures in order to provide the best experience for their guests and they assure that they will pass your feedback and comments along to the appropriate departments to aid in this process. If you do choose to pursue a refund through Epic Coverage, **** Resorts hopes that it works out to a positive outcome for you and your family.
  
  Sincerely,
  ******

  Customer Answer

  Date: 01/04/2023

   
  Complaint: 18621427
  
  I am rejecting this response because: I don't think it should be considered a refund if the pass was never received in the mail as requested. ********** staff did not do a good job explaining my options and I was told incorrect information when I called. I think **** can do better. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/19/2023

  Hello again, ******************,
  
  Thank you for following up on your initial complaint, we appreciate you providing you remaining concerns.**** Resorts certainly understands and, as we previously stated, they respect your position.
  
  They regret that their team did not provide additional printing information prior to you reaching out to the Better Business Bureau. As we previously stated, they will absolutely make sure that your feedback and your comments are passed on to their leadership team. However, per the terms and conditions which were agreed to at the time that your sons pass was purchased, his pass is non-refundable. They recognize the inconvenience this has caused for your family and they sincerely apologize but, they are obligated to uphold their standing policies.
  
  We truly apologize that we are unable to intervene. As we previously stated, **** wishes you and your family the best as you move forward and they hope that your son will still find chances to enjoy his pass throughout the remainder of the season.
  
  Sincerely,
  ******