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:12/18/2022

  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 have a season pass with epic pass that allows me to go to all their ski resorts year round to ski. Their website states that liberty mountain is open starting 12/16/22. The Liberty mountain resort website, which can be opened through the epic pass website, states that hours of operation on Sundays are 8a-8p. On Sunday, 12/18/22 I drove up to Liberty Mountain and they are not open. Nobody was available at the gate or ticket windows to talk to. I call the contact number for season pass holders that is on the website for epic pass, and can get no answer as to why the website is stating the mountain is open when it is not. When I do get through to somebody I can not understand anything they are saying. I called multiple times and spoke to multiple people. They would keep telling me that I have to contact the resort. When I ask to speak to supervisor they put me on hold for several minutes and do not come back on the phone with a supervisor. After calling multiple times and not getting an answer as to what would be done about the mistake that they made, they told me I had to send an email to vailresorts. I have yet to hear back.I am extremely dissatisfied with the lack of customer service as an ********************** holder. I would expect at least a partial refund in this situation, given the inconvenience that is caused by their inaccurate information on their website and complete lack of accountability to their customers

  Business Response

  Date: 12/29/2022

  Hello **************,
  
  We have received your complaint which states that you purchased an Epic pass which includes year round access to all **** owned resorts. Per information provided by **** Resorts, you believed that Liberty mountain ski resort would be open beginning December 16th. Based on this information, you drove to the resort on December 18th only to discover it was not open. You reached out to **** to get more information regarding this delayed opening but were unable to speak with anyone who could answer your questions. Per their instruction, you have reached out to **** leadership through email but have not received a response yet. At this time,you are requesting a partial refund of your pass due to miscommunications by **** Resorts and Liberty mountain.
  
  We appreciate you taking the time to reach out and to provide the details of your situation and your request. **** Resorts is aware of your complaint and they sincerely apologize for your frustrations and for any confusion they may have caused. Your feedback and your position as a valued pass-holder are greatly respected.
  
  **** Resorts certainly understands your frustrations over the delayed opening of Liberty mountain. Their team at the resort has worked extremely hard to have all operations up and running as quickly as they are able. Regrettably, while resorts set initial opening dates, those dates are always subject to change based on a variety of factors.
  
  As we previously stated, **** is truly sorry for any confusion which ultimately caused your frustrations. While they understand and respect your concerns, Epic pass products are essentially non-refundable as is outlined in the pass purchase policy. However, **** did include Epic Coverage with all pass products purchased for the 22/23. The Epic Coverage policy covers qualifying personal events as well as qualifying resort closure events.Although delayed resort openings and weather related events are not covered under this policy, **** welcomes you to review the Epic Coverage terms and conditions to determine if you may have a different qualifying event. You can review this policy by visiting ********************************************************* you do determine that you have a qualifying event, and that you would like to pursue a refund, you can then submit your refund request with ******** by submitting an online for or by calling **************.
  
  We are sorry that we are unable to assist with your request for a partial refund of your Epic pass. **** apologizes for the unfortunate,delayed start to your 22/23 season and they absolutely respect your position.Your feedback regarding their communication about their resorts and your experience is invaluable to them as they review their standing policies and procedures; they assure that your comments will be passed along to the appropriate teams. If you do choose to pursue a refund through Epic Coverage, **** hopes that is works out to a positive outcome for you and they wish you the best as you move forward.
  
  Sincerely,
  ******

  Customer Answer

  Date: 12/29/2022

   
  Complaint: 18606963
  
  I am rejecting this response because:  Your website said that liberty mountain opening date would be Dec. 16.  Your website and the liberty mountain resort website did not give any indication that a change was being made, and that there would be a delay to the opening date.  No communication was made to me, the season passholder, that a change was being made to the expected opening date.  Had I known that the opening date was going to be later, I would not have purchased the season passes.  Your customer service was completely unhelpful during the multiple times that I called.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/16/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered an Epic Pass in October. Month goes by, nothing arrives. Call a couple of times, each time I am Connected to a call center in a foreign country where I am assured that the pass was sent and should arrive next week. Another month goes by, nothing arrives. Call again, am assured it was sent. Weeks go by, nothing. There is no way to track what was sent, no tracking info, no way to actually connect with someone other than the call center in another country, keep getting the same canned lines about how it was sent. It is now ski season and I still dont have it. This is an outrageously expensive thing and the customer service is absolutely horrible. I feel like Ive been totally ripped off. I do not expect that it will actually Come and there is literally no way to know or to get to anyone who can actually influence it or give me a real answer.

  Business Response

  Date: 12/27/2022

  Hello ********************,
  
  We have received your complaint which states that you purchased and Epic pass in October and expected to have it arrive by mail.After a month without receiving your pass, you reached out to **** Resorts to request that a new one be sent. Sadly, that pass did not arrive via mail either despite being assured that it was sent. **** is unable to provide any tracking information and unable to provide any additional information beyond the same assurances that your pass has been mailed. The season has now begun and you do not have the pass you paid for. You have been unable to elevate your concerns to anyone who is able to provide more detailed information or a resolution.
  
  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 apologize for your frustrations. They greatly value and respect your position as well as your feedback as their guest.
  
  **** certainly understands your frustration over not receiving your pass card in the mail. They advised that typically, passes are shipped in the mail within **** business days of their purchase. However, they also provided that, prior to printing and shipping passes, guests are required to upload a photo through their Epic pass account; depending on when guests upload their photos, this could possibly delay the arrival of their pass in the mail. Additionally, the company they work with to print and ship pass media has been working as quickly as they are able given the volume of pass print requests they have received for the 22/23 season. Regardless of the reason for the delay, **** is sincerely sorry that they did not meet your expectations.
  
  After review of your account, **** was able to confirm that the pass purchased for ***** was printed on 11/29/2022. The card was not shipped until December 9th and the estimated delivery date, provided by ***** was December 17th. As the delivery date has passed, **** hopes that his pass card has since arrived. However, if it has not arrived, or if ***** intends to use his pass soon, **** also confirmed that guests are able to have their pass printed at any **** owned resort. He could have his pass printed in person by visiting a ticket window or pass office prior to his first run of the season.
  
  As we previously stated, **** greatly respects your position and your feedback as one of their valued guests. They are constantly and actively working to improve their current policies and procedures and your comments will be passed along to their leadership team as well as their partner company which prints and ships their passes for their guests. They hope that ***** will still enjoy the remainder of the 22/23 season and wish you and your family the best as you move forward. If they are able to be of any further assistance, **** will be happy to help.
  
  Sincerely,
  ******

• Initial Complaint

  Date:12/12/2022

  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.

  My Oder # is ********* At the beginning of December, I placed an order for multiple epic passes totaling $1500. I assumed they would be sent within a reasonable amount of time. They were not. After calling into customer service, numerous times, and being told shipping them by when I needed was not an option (and offering to pay for expiation), I was also told that I absolutely cannot be connected to a supervisor by several people. The only option I was given for retrieving my passes was to go to a ticket window at the ski resort. Going to a ticket window, where they only have a best two people working during peak ski season is a good way to run your vacation, and waste an hour of your life. I was doing everything in my power to avoid this, but I have a pass, and **** resorts refused to accommodate this.I have never had such a poor customer service experience on such a large purchase before. We are looking elsewhere next year

  Business Response

  Date: 12/22/2022

  Hello ***************,
  
  We have received your complaint which states that you purchased Epic passes for your family in December 2022. You were under the impression that they would be sent in the mail within a reasonable amount of time and prior to your planned trip. Unfortunately, they did not arrive as you had expected and when you contacted **** to have them expedite your shipping,they informed you that they could not guarantee this. You requested to speak with a supervisor but they were unable to accommodate this request. Per their instruction, the only option to have your passes printed is to visit a ticket window at the resort upon your arrival. Your goal was to avoid waiting in a line and ultimately this has negatively impacted your familys ski trip.
  
  We appreciate you taking the time to reach out and to provide the details of your situation. **** is aware of your complaint and they sincerely apologize for your frustrations. They respect your feedback and your position as a valued guest.
  
  Historically, Epic passes are printed and shipped within **** business days of a pass purchase and/or a pass print request. Regrettably, due to the volume of passes being printed and, in conjunction with a delay in shipping throughout the holiday season, the arrival of passes in the mail has been slower than normal. **** absolutely understands that many guests wish to have their passes and their plans set and ready to go prior to their planned trip and they are sincerely sorry that they were unable to assist you in this. Vails leadership team is also aware of your concerns and they recognize how their inability to meet your standards negatively affected your familys experience.
  
  They also apologize that your request to elevate your concerns was not met. **** makes an effort to have a team that can address elevated requests live and available to their guests and they regret that they were unable to provide this option to you when you contacted them. If you have any additional feedback or possible suggestions that you would be willing to provide, **** would be grateful to hear them. You can provide your additional feedback via email by contacting them at **************************************** Vails leadership team is able to review emails in addition to phone conversations.
  
  We are sorry to hear about your negative experience. **** Resorts is also sorry that they were unable to deliver the experience of a lifetime that they pride themselves on providing for all their guests. Per their records, they were able to confirm that your passes have been used and they hope that your time on the slopes was enjoyable despite your frustrations. They look forward to hearing from you, if you choose to reach out, and they wish you and your family the best as you move forward.
  
  Sincerely,
  ******
  

• Initial Complaint

  Date:12/11/2022

  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.

  When making the reservation we wanted just a one day pass to try out but were told we'd get a deal purchasing a four day pass which carried insurance in case we were unable to use them. We spent $700 and I reinjured an old car accident injury as I have hardware inside my legs, and had painful swelling. I am unable to use them and called to execute the insurance. Now they want me to spend more money and time going to see a doctor and jump through hoops. I don't need a doctor to tell me I can or can't do something. The swelling and me knowing my own body is enough. Further, if these are mine, I should have the right to resell or transfer them to someone but the shadiness of your company just likes to s**** their guests from any sort of reimbursement. I will NEVER purchase from you both personally or for any of my company outtings ever again.

  Business Response

  Date: 12/22/2022

  Hello ********************,
  
  We have received your complaint which states that you initially planned to purchase single day passes through **** Resorts. However,upon speaking with ****, you were convinced to purchase 4-day passes under the impression that they included *********************** and they could be refunded if you were unable to use them. After your purchase you were injured and you called to cancel your pass but you were informed that you would need to provide additional documentation to support your injury in order to begin the process. You dont have the documentation at the moment and believe you should not have to provide your medical information or be required to contact your physician. You also believe that, if you cannot get a refund for the passes,you should be allowed to sell the passes to another guest or transfer them.
  
  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 and your ongoing frustrations. They certainly respect and value your feedback as a pass-holder and as their guest.
  
  **** understands that you purchased your pass product with the confirmation that Epic Coverage was included and could provide a refund if needed. They also understand that you initially had only wished to purchase a day pass or lift ticket. They are truly sorry for any confusion regarding their passes and the Epic Coverage policy. They were able to confirm that every pass product does include Epic Coverage at no additional cost. At the time guests purchase their pass product, they are required to agree to the pass purchase and epic coverage terms and conditions. As part of the Epic Coverage terms and conditions, it does state that guests do need to provide medical documentation from a physician to support their refund request based on an injury. You are welcome to review this policy for your records by visiting ***********************************************.
  
  While **** also understands that you would like to either re-sell your passes or transfer them to different guests, Epic pass products are non-transferable; this is addressed in the pass purchase policy. Passes are specific to each guest and they cannot be used by anyone other than the guest who purchased the pass. In the event that another guest attempts to use a pass not assigned to them it will be flagged for fraudulent use in Epics system.
  
  We do regret that we are unable to assist with your request for a refund of your pass and we are sorry to hear about your injury. **** absolutely understands that your health is your priority and they respect your position regarding your request for a refund. Your feedback about ***** refund policy and procedure is greatly valued by their leadership as they continue to review and improve their standing policies and procedures. They hope that if you choose to submit a request through Epic Coverage, and if you are able to provide the required documentation, that your request will work to a positive outcome for you and for your family.
  
  Sincerely,

  ******

• Initial Complaint

  Date:12/09/2022

  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.

  Lost a family member I was caretaker for as well as a job earlier this year. I applied for the Epic Coverage which was included in my purchase since skiing was the last thing on my mind. Every single time I have spoken to a rep, they've asked for new documents to support my case. It has been months, and they keep asking for new evidence. (I've shared **************, Obituary, letter of ********** signed, termination letter). They keep adding new requests. On top of it, no one from customer service follows up. They say they'll call back but every time I have to call them back after waiting a couple of weeks. This has been the worst customer service experience of my life and I will specifically never ever purchase through them again. And last I spoke with a manager who was extremely rude. Very scammy.

  Business Response

  Date: 12/19/2022

  Hello Mrs. ********************* have received your complaint which states that you submitted a refund request for an Epic passes that you were unable to use due to the loss of a family member. You applied for a refund through Epic Coverage and provided the supporting documentation they requested. However, you have not received a resolution to your request and each time you reach out to **** Resorts and their partner company Sedgwick you are told that they still need additional information. You have requested that someone reach out regarding your ongoing refund request but have not received any follow up.
  
  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 frustrations and the challenges you are facing in the wake of losing a family member. They value your feedback and your position as a pass-holder.
  
  Upon further review, per our request, ******** confirmed that they did have the necessary documentation to support your case. They also advised that your refund has been approved and payment has been issued as of December 13th. As this is the holiday season, they provided that your refund, which is issued in the form of a check and mailed out, may take longer than normal to arrive. Historically, checks tend to arrive within a **** business days of issuance. ******** would be happy to answer any additional questions you may have and are eager to assist further if you experience any issues receiving your refund.
  
  We are very glad that **** was able to address and provide a resolution to your situation. **** truly does appreciate your feedback regarding their Epic Coverage policy and the procedure to request a refund.They constantly review their policies and procedures in hopes that they can provide the best experience for their guests. Your comments about your experience will be passed along to Vails leadership team as well as *****************They greatly appreciate your patience throughout this process.
  
  Sincerely,
  ******

• Initial Complaint

  Date:12/08/2022

  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 purchased a 6 day epic pass on Dec 2nd 2022. I uploaded a photo to my profile and the pass is now showing as active under my epic pass account online. When I tried to book my Express Mountain shuttle, the pass discount was declined. I've been on the phone for over 4 hours in total (including ************ resort, Epic Mountain Express and the Epic helplines) and have not gotten an answer for why I am not able to use the pass for a discount. I booked my shuttle for Dec 10th and 16th because I wanted to ensure I got a spot on the shuttle, but have been unable to resolve this issue with my pass number not working for the 20% discount. I will be severely disappointed if I am not able to get the discount on the shuttle. I'd also like some assurance that my pass will work this coming Sunday (Dec 11th) so that I am not delayed getting on the mountain. After traveling and paying for travel expenses, lodging and the epic pass, I would be furious if this were to occur.

  Business Response

  Date: 12/16/2022

  Hello ******************,
  
  We have received your complaint which states that you purchased an Epic day pass for the 22/23 season. Despite completing all the required steps to activate your pass, you state that it was appearing inactive via your online account. You were unable to apply your Epic Mountain Rewards discount toward a reservation which you planned to make with Epic Mountain Express. You have reached out to **** Resorts, **************** resort, and Epic Mountain Express and they have been unable to assist with your inquiry regarding your pass status and inability to access your discounts.Additionally, you made a reservation with Epic Mountain Express in order to ensure your ride but were unable to apply your discount at that time. You are also concerned that your pass will not be active and you wont be able to use your pass as you have planned.
  
  We appreciate you taking the time to reach out and provide the details of your situation and your concerns. **** Resorts is aware that you have reached out and they sincerely apologize for your frustrations and for any confusion. They certainly understand and respect your position as a valued pass-holder.
  
  We apologize for our delay responding to your complaint.Fortunately, **** advised that your pass has been successfully used and we are glad that you did not experience any issues while on the slopes. Regrettably,they were unable to provide any additional information regarding your Epic Mountain Express reservations. They would be happy to investigate further, if you were unable to already resolve your issues regarding your Epic Mountain Rewards discount being applied toward your ride. If you were able to resolve this issue, **** Resorts is very glad to hear it. However, if you were not,they will reach out to Epic Mountain Express on your behalf.
  
  **** is aware that these issues may have impacted your experience in an unfortunate way and again, they apologize. Your feedback regarding your recent communication with their customer service team as well as with their team at Epic Mountain Express and ************ resort is greatly appreciated. They strive to provide the best experience for their guests and they will pass your feedback and your comments along to their leadership team so that they can review them as they continue to make changes and improve their current policies and procedures. We await your response and any additional information you may have regarding your concerns about your reservations.
  
  Sincerely,
  ******

• Initial Complaint

  Date:12/06/2022

  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 12/22/21, we scheduled a snowmobile trip through Snow.com/**** Resorts at the cost of ******. Due to heavy snowfall in the Lake Tahoe area, the trip was cancelled by the provider and the provider was unable to reschedule. We have made numerous attempts to obtain a refund but to no avail. We have talked to ******** Resorts, and **** Resorts, they continue to give ** the run-around. We tried to go through our bank, Truist and we were told to contact **** Resorts. I have included am affidavit from my wife and documentation from our bank. Any assistance you can render, would be appreciated.

  Business Response

  Date: 12/20/2022

  Hello ******************,
  
  We have received your complaint which states that you scheduled a snowmobile tour on December 22, 2021 which was cancelled by the tour company. You were charged prior to your reservation date and have been seeking a refund for the cancelled tour. Unfortunately, you have not been able to speak with someone who is able to resolve your issues and you have been sent in circles between **** Resorts and different companies. Your bank has also advised that you need to address any concerns with **** directly.
  
  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. They certainly value your feedback and respect your position.
  
  **** reviewed you Epic account and they were able to confirm an order for December 20th, 2021 for the amount of $445.93 to the credit card indicated in your affidavit. However, per their records, this transaction was for equipment rentals at Heavenly Sports. They also advised that they sent an order confirmation, with the details of your reservation, to the email address on your epic account. Regrettably, they were unable to locate a reservation for snowmobiling in their system. **** provided that, although the snowmobile tour was booked for ******** Ski resort, reservations pertaining to snowmobile tours are handled by the tour company directly. They do not have access to those reservations and therefore they cannot assist with refunding deposits or bookings for snowmobile tours.
  
  At this time, **** Resorts cannot assist with refunding the snowmobile tour you booked as they do not have access to that companys system.However, if you have any additional information regarding the reservation, as well as information regarding which tour company you booked through, **** has advised that they will reach out on your behalf to determine if they can assist any further. We also regret that we cannot resolve your concerns at this time but, we are hopeful that **** will be able to provide additional clarifying information and a positive outcome for you and your family.
  
  Sincerely,
  ******

• Initial Complaint

  Date:12/03/2022

  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.

  I bought 2 epic 4-day passes for Season 22/23 (purchase confirmation numbers are ********* for Pass #1 and ********* for Pass #2). I called **** Resorts in Nov to merge to two passes and upgrade the merged pass to a Tahoe Value Pass. I was told by the agent that while the passes cannot be merged, they can refund one of the 4-day passes, and upgrade the other 4-day pass for the Tahoe value pass. They told me usually refund is not allowed outside of a 24-hour purchase window, but since I had a duplicate purchase, and is also requesting for an upgrade, one of the 4-day passes can be refunded. The 1st agent processed both refund and upgrade on the same call (with charging me $241 for the upgrade), and told me I will get confirmation of both transactions the same day through email. While I did get the confirmation email on the upgrade, I have till this date not received the confirmation of refund, and my epic account still shows my epic 4-day pass active, which is a sign of no refund is happening. Afterwards, I called at least 3 other times in Nov specifically about the refund, and every agent claimed they processed the refund on their end and there is nothing for me to worry about, and again they all said I will get the refund confirmation on the same day. Still, till this day, I have not received any refund or confirmation, and the 4-day pass is still active in my account. I have wasted many hours on the phone talking to the different agents and I'm really confused and frustrated about what is happening. Can **** find someone capable to resolve this please?BTW, during my last call with **** today, I also asked for the **** Resort **************** Complaint number, and the Agent ***** would not tell me the number, and also refused to tell me her last name. Is this how **** intend to manage customer relationship?

  Business Response

  Date: 12/14/2022

  Hello **************,
  
  We have received your complaint which states that you purchased two Epic day passes for the 22/23 season which you later decided to upgrade. You reached out to **** Resorts to either combine the two passes or upgrade to a full season pass. Initially you were informed that they would refund one of the two day pass products and upgrade the other to a full season pass. The upgrade was processed while you were on the phone and you received email confirmation of this transaction.However, you have not received any confirmation of a refund of the duplicate day pass, despite being assured that you would, and you have not seen a refund processed. Upon reaching out to **** Resorts to follow up on the refund, you have been given conflicting information and they have been unable to provide the level of customer service you expect.
  
  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 your ongoing frustrations. They greatly value your position and your feedback as an Epic pass-holder.
  
  After review of your account,**** did advise that the refund of your second, four-day Epic pass had not been processed. They have now processed this refund of $266 back to the credit card on file. Additionally, a receipt confirmation has been sent to the email address on file; that email is *****************
  
  Again, **** sincerely apologizes for the confusion and for your frustrations. They will absolutely communicate your feedback to their leadership and they assure that they will also confirm that all team members are fully trained and prepared to assist guests as quickly as possible.
  
  They also understand your frustrations regarding your recent communication with their customer service team. **** works to provide the best experience for their guests and they understand when guests wish to elevate their concerns and/or requests to leadership. They regret that they were unable to elevate your request at the time that you initially reached out. They also understand that guests may wish to have record of who they spoke with however,it is **** policy that agents do not provide their full name for privacy and security purpose; they apologize if this comes across differently.
  
  We are glad that **** was able to resolve your issue promptly after your complaint was filed. As we previously stated, they truly apologize for your frustration and for any miscommunication. Your feedback regarding your experience is invaluable as they work to improve their customer service as well as their overall guest experience. They look forward to seeing you on the slopes this season.
  
  Sincerely,
  ******

  Customer Answer

  Date: 12/16/2022

   
  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:11/27/2022

  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.

  In May 2021, my wife purchased Epic Ski passes for our family for the 2021-2022 winter season. She didn't realize when purchasing that the online form defaulted to auto-renew. Fast forward to August 2022 and my wife noticed an email informing the passes were auto-renewing. She immediately called **** / Epic and told them we did not want to renew and to cancel the order. **** refused to cancel the renewal for 2022-2023 ski season and only canceled for 2023-2024. For a $2,700+ transaction, this is outrageous behavior on the part of **** / Epic. It's especially galling because we attempted to cancel in August, and the ski season doesn't start until November or later! We are now disputing through our credit card company as well.

  Business Response

  Date: 12/13/2022

  Hello ************,
  
  We have received your complaint which states that you purchased Epic passes for the 21/22 season and unknowingly enrolled in **** Resorts Auto Renew program. You were unaware of your enrollment until you received confirmation in August 2022 regarding the renewal of passes for you and your family. Your wife reached out to **** to cancel the passes and was told that they were unable to be cancelled and non-refundable. You feel that you should be able to cancel these passes as you made the request in August which is in advance of the 22/23 season beginning.
  
  We appreciate you taking the time to reach out and to provide the details of your situation. **** Resorts is aware of your complaint and they are sincerely sorry for your frustrations. They greatly value your feedback and respect your position as valued Epic pass-holders.
  
  **** understands that you did not intend to enroll in their Auto Renew program. Per their records, **** advised that Auto Renew was enabled online at the time your 21/22 passes were purchased. **** also provided that email reminders are sent to all guests enrolled in the Auto Renew program beginning in early spring; they confirmed that email reminders were sent to *************************** These email reminders included a list of account members enrolled in Auto Renew, provided details about the opt-out deadline date, and also included contact information for guests who wished to cancel prior to the deadline. Guests needed to opt out of Auto Renew prior to May 15th,2022 in order to cancel for the 22/23 season. Unfortunately, because **** did not receive a request before that date, they cannot cancel the passes which have been renewed.
  
  Epic passes are non-refundable products which is addressed in the pass purchase policy. This policy is presented at the time guests purchase their pass and/or once a guest enrolls in Auto Renew. You are welcome to review this policy for your records by visiting ******************************************************.
  
  Although they are unable to cancel your Epic passes, **** did include Epic Coverage with all passes purchased/ renewed for the current season. The Epic Coverage policy is included at no additional cost and provides coverage for guests who are unable to use their pass due to a qualifying personal event (e.g. personal illness, injury, job loss, etc.). You are welcome to review a detailed list of qualifying events on epicpass.com, under the Epic Coverage terms and conditions. If you determine that you or your family have a qualifying event, you are able to submit your refund request by calling their partner company, ********, at ************** or by submitting an online form at **********************************.
  
  We regret that we are unable to assist with your request to cancel and refund your familys Epic passes.**** truly does understand your frustrations and they apologize. However, per their standing policies, Epic passes are non-refundable outside of Epic Coverage. **** assures that they actively work on improving their current policies and procedures and your comments are greatly appreciated as they continue to do so. If you choose to pursue refunds through Epic Coverage, ***************** that it works out to a positive outcome for you and for your family.
  
  Sincerely,
  ******

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18468739
  
  I am rejecting this response because the business response does not address the core issue, which is that **** used "dark UX" patterns to set up consumers purchasing passes through their website to inadvertently accept policies, terms, and conditions heavily disadvantageous to said consumers, then placing the burden on consumers to see follow-up emails that typically go to Spam folders.
  
  Despite the fact that we attempted to cancel the passes as soon as we were aware we were being auto-renewed, and despite the fact that our attempted cancellation was well in advance of the start of the 2022-23 ski season and indeed even weeks before our credit card had been charged, **** continues to stand behind Ts and Cs instead of doing what is the obvious ethical and right thing: make things right with the customer. This is unacceptable and warrants action in small claims court or even a class action suit to remedy.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/26/2022

  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.

  Was told that a epic day pass was "refundable" when chatting online to epicpass.com customer support. Was told if someone gets sick then they can request a refund. The "sales" portion of customer service made it sound like this was not a problem so I purchased 2 day passes for 4 people.One of our party got sick with Covid the second day of skiing and was not able to go. So 7 of the 8 day passes have been used. 1 of the 8 day passes is not used.I requested a refund and it appears there is "fine" print that was not advertised. Someone must be "sick" for more than 30 days in order to get a refund. Yes it's written on the website, but you really have to navigate to get to the fine print. I'm only asking for a refund of 1 of the 8 days. The selling practice of saying a ticket is refundable is not accurate. Based on the fine print, it is on very very very rare occasion a refund can be issues, however this is NOT advertised. Instead customer service will state a refund is "easy to get."

  Business Response

  Date: 12/12/2022

  Hello **************,
  
  We have received your complaint which states that you purchased multiple Epic day passes for you and additional guests under the impression that the passes were refundable if needed. Unfortunately, one guest in your party was unable to use their pass due to COVID and upon submitting a refund request, you discovered that you did not qualify for a refund of the unused pass product due to the terms and conditions of Epic Coverage. You are requesting a refund of one pass based on information you received from Vail Resorts that you could easily request a refund in the event that you or your guests were unable to use it.
  
  We appreciate you taking the time to reach out and to provide the details of your concerns and your situation. Vail Resorts is aware of your complaint and they sincerely apologize for any confusion and your ongoing frustrations. Your feedback as a valued pass-holder is important to them and they respect your position.
  
  Vail Resorts offers various pass products as well as lift tickets each season. Many guests choose to purchase Epic pass products because they are available for sale earlier in the year and they are offered at a better price in relation to the access that they provide. However, guests are also welcome to purchase lift tickets once the season begins, if they prefer to purchase a ticket over a pass product. Again, **** apologizes for any confusion regarding the differences between lift tickets and pass products.
  
  Pass products provide access throughout the entire season and tend to provide access for multiple days. Additionally, pass products are not resort specific or date specific; certain pass products are restricted to a group of resorts and/or a particular region. Lift tickets however, are resort and date specific. As pass products provide season long access, they are non-refundable products. Lift tickets are refundable and/or able to be changed if needed. These issues are addressed in the pass and lift ticket purchase policy which is presented at the time guests complete their purchase. You are welcome to review this policy for your records by visiting ******************************************************.
  
  Although Epic pass products are non-refundable, Vail has included Epic Coverage with all pass products purchased for the 22/23 season.The Epic Coverage policy provides coverage for guests who are unable to use their pass due to a qualifying personal event (e.g. personal illness, injury,job loss, etc.). As we previously stated, because Epic pass products provide season-long access, Epic Coverage provides refunds based on personal events which prevent long-term use of a pass product. A detailed list of refund eligible events and qualification requirements are published in the Epic Coverage terms and conditions on epicpass.com.
  
  Vail truly does apologize for your frustrations and they do respect your position. However, per their standing policies, Epic pass products, include Epic Day passes, are non-refundable outside of an approved Epic Coverage request. They welcome you to review the details of this policy and, if you determine that your guest has a qualifying event, you can submit your refund request with their partner company, Sedgwick. They would like to also emphasize that these pass products will remain valid for the remainder of the season and your guest has the chance to use their pass product at another time if they are able. Vail appreciates your feedback regarding their standing policies and procedures and assures that your comments will be passes along to their leadership as they continue to review and improve upon them.
  Sincerely,
  ******

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18465911
  
  I am rejecting this response because:

  There was no real response given by the party.  This was a standard policy email that was just cut and pasted from their web page onto the email.  The first paragraph just regurgitated what I stated in my complaint.  The remaining paragraphs just goes on to quote policy.  At no time was there any reconciliation offer. 

  My main point is the agent told me one thing and your policy states another.  NOWHERE did they explain why this happened.  They simply "apologized" for my misunderstanding.   I did NOT misunderstand. I was given false information.

  There were two conflicting parts.  The statement the pass are refundable given by the agent was incorrect and not in accordance with their policy.  This should have been told at the very beginning of the sales call.  
  

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

  Business Response

  Date: 01/16/2023

  Hello **************,
  
  We thank you for taking additional time to follow up on your initial complaint. Vail Resorts is truly sorry for your frustrations and they do respect you position regarding their pass refund policy.
  
  However, as we previously stated, per the pass purchase policy, all Epic pass products are non-refundable. **** was able to confirm that the pass products associated with your account were purchased online.Prior to being directed to the checkout page, all guests are prompted to acknowledge and agree to the purchase terms and conditions. Since you were able to complete your purchase, Vail indicates that these terms and conditions were agreed to for each pass-holder on your account.
  
  Additionally, while **** recognizes that the information provided by their agent over the phone could easily be misconstrued, they are obligated to uphold their policies and procedures. As their team member said, passes may be refunded due to personal illness as long as they meet the additional eligibility requirements laid out in the Epic Coverage policy which is available to the public on epicpass.com.
  
  Vail Resorts certainly understands your frustrations and they are sorry that they are unable to assist with your request for a refund any further. However, their standing policies state that passes are non-refundable unless approved through Epic Coverage and they cannot make exceptions. Vail would also like to emphasize that passes are valid throughout the entire season and provide access to many of their owned and operated resorts. There is still an opportunity for guests to use their pass before the season ends.
  
  As we previously indicated, Vail will absolutely pass along your feedback regarding your experience and regarding the communication of their pass refund policy. At this time, they can no longer review your request for a refund of your unused days. They apologize for the additional frustration this may cause you but they wish you the best as you move forward.
  
  Sincerely,
  ******

  Customer Answer

  Date: 01/16/2023

   
  Complaint: 18465911
  
  I am rejecting this response because:
  

   

  There is nothing new from this response.  The business is just regurgitating what they said last time.. "sorry, but our policy is no refunds, you should have read the disclaimer, even though our agent told you something"  

  I think this is somewhat of a deceptive sales tactic to state one thing and then have in fine print something else.  No I will not be using the remaining day on the pass because we don't ********* to ******** but only once in 3 years.  And because the pass is only for my daughter, I can't really resell it.

  I do not accept their response as it provides NO resolution. 

   

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