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

• 

  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

• 

  Keystone Resort

  22869 US Highway 6 Keystone, CO 80435

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:11/25/2022

  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.

  PROBLEM: 1. charged 10/13/22 by **** Resorts $734.95 for one night hotel but 4x charges based on emails received 2. called # but incorrect on AmEx website 3. called hotel directly/ **** Resorts hotel in ********, ** and was told Expedia needs to be called; 4. called AMEX to file claim and a mess 5. REQUESTING THE 4 HOTEL RESERVATIONS FOR SAME DAY ALL BE CANCELLED AND REFUNDED; DIFFERENT PRICES, ETC AMOUNTS DO NOT EVEN ADD UP TO EMAILS RECEIVED

  Business Response

  Date: 12/04/2022

  
  Hello ******************,
  
  We have received your complaint which addresses multiple concerns regarding your reservations at ******** Resort. We understand that you were charged $734.95 for a hotel reservation but then received multiple emails which indicated that you were charged four times. You reached out to **************** to file a dispute on these charges but the initial contact information you were provided was incorrect and the dispute process has only caused more frustrations. You also reached out to your lodging property in Keystone directly and were informed you would need to speak with Expedia directly. You are requesting all unnecessary and duplicate reservations and charges be cancelled and refunded.
  
  We appreciate you taking the time to reach out and to express your concerns. **** Resorts is aware of your complaint and they are truly sorry for the challenges you have faced and your ongoing frustrations. They certainly understand your position and respect your comments and your feedback.
  
  **** reviewed your account and they were able to provide that an amount of $734.95 was charged to the **************** on file for the purchase of two Keystone Plus passes on October 12th. Per the information provided in your complaint, they advised that this would correlate with the charge you saw posted on October 13th.
  
  Unfortunately, **** Management Company does not directly handle lodging reservations as these are specific to each resort. However,based on information provided by Keystones reservations team, reservations booked through third parties, such as Expedia, are handled by that third party.If you have concerns regarding Expedia reservations, they confirmed that you will need to speak with Expedia directly.
  
  Additionally, **** does not interact with disputes made through credit card companies unless it regards Epic pass products. As they only have access to records regarding the charge for two Epic pass products,they are unable to assist further with any concerns regarding your lodging reservations. However, if you are disputing charges regarding your Epic pass products or any additional charges, they will be happy to provide any documentation requested by your card company. Vails accounting department is willing to provide further information as well, if **************** needs.
  
  We are truly sorry for the current difficulties you are facing. **** also apologizes that they are unable to assist any further. As we said, they would be happy to address any concerns you may have regarding Epic pass products and if needed, their accounting team can review any disputes regarding Epic passes made through your credit card company. They hope that you will be able to resolve the issues regarding multiple reservations with Expedia and they look forward to seeing you and your family on the slopes.
  
  Sincerely,
  ******

• Initial Complaint

  Date:11/23/2022

  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 spoke to a representative of Epic Pass. They advised me to buy the Local Pass. I clearly informed them that I would be skiing at *********. When I went on line to buy my ********* tickets this week, I found that they were not included in the pass I bought. I called Epic Pass and the representative who first told me that he would upgrade my pass to the 7Day Pass for about $49 and then he put me on hold and came back to say it would be about $250 and it would have to be the Epic Pass. I don't remember the exact numbers because I was driving and couldn't write them down and I had trouble understanding him. He then said he didn't believe me that I had been advised to buy the Local Pass and he demanded to know the exact phone number I called and what number I called from when I first spoke to Epic Pass. I didn't know because I would have called on a company line and I didn't remember if I called an Epic Pass number or a Vail Resorts number. I repeatedly asked to speak to a supervisor and he wouldn't let me. He put me on hold and told me that no supervisor could talk to me or call me back and I said I would report them to government and business agencies.

  Business Response

  Date: 12/04/2022

  Hello **************,
  
  We have received your complaint which states that you purchased an Epic Local pass for the 22/23 winter season per instruction from a **** Resorts agent. You had advised them that you planned to *************** and they confirmed you would be able to access this resort with your pass.Unfortunately, you have now discovered that access to ********* is not included with the pass type that you purchased and you were told you would need to upgrade your pass. Initially they offered to upgrade the pass for an additional $50 but then countered and advised it would be an additional $250. You have asked to elevate your concerns and your request to a supervisor but have not been able to speak with one.
  
  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 miscommunication or confusion. They greatly respect your position and value the feedback you have provided regarding their Epic pass products and pass purchase policies.
  
  **** understands that you had reached out to inquire about their different pass products and the access provided by different passes. As we previously stated, they are sorry for any confusion that resulted from your communication with their customer service team. They did confirm that the Epic Local pass, while it provides access to the majority of **** owned resorts, it does not provide access to partner resorts; ********* is considered a partner resort. This is published on Epics website, epicpass.com, and can be found when looking at the different access included with an Epic Local pass in comparison to a full Epic pass.
  
  While **** understands that the purchase of an Epic Local pass was by mistake, and they understand that you indicated you were informed to purchase this pass by a team member, Epic pass products are essentially non-refundable and unable to be downgraded. These issues are addressed in the pass purchase policy which is presented and must be agreed to prior to completing the purchase of an Epic pass product. You are welcome to review these terms and conditions for your records by visiting https://www.epicpass.com/policies?tc_1=2.
  
  Regrettably, we are unable to assist with authorizing access to ********* with an Epic Local pass. **** provided that, as with all guests looking to upgrade their access, in order to increase or gain access, guests will need to upgrade their pass product. They were unable to locate any additional details or records from your initial communication with their team and your inquiry regarding access and are sorry for your ongoing frustrations. They greatly respect your feedback regarding your experience as well as any communication you have had with Vails team members. They will absolutely make sure your comments are passed on to their leadership team and they hope that you will be able to enjoy your season and your time at *********.
  
  Sincerely,
  ******

• Initial Complaint

  Date:11/19/2022

  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 the ski season passes from **** Resorts but I purchased the wrong kind and tried to make a change and was told that i was pass the 72 hour window for a downgrade. It was not clearly mentioned on the website regarding down grades and refunds. I wanted to purchase tickets for my senior Dad and young children with the correct season pass but was told i had to keep the tickets I have which are $500 more than what i wanted. It was also misleading because on the website it advertised that 10/9 was the cheapest the season passes would be which is a lie.

  Business Response

  Date: 11/28/2022

  Hello **********,
  
  We have received your complaint which states that you purchased 22/23 Epic passes for you and your family which you wished to change.You contacted **** Resorts to downgrade the passes and make sure you got the best pricing for each family members age group however, you were informed that you could not downgrade or cancel the passes. Information regarding Vails refund and downgrade policies are not easily accessible on their website and you are seeking a refund and still wish to change pass types for your family.Additionally, you have some concerns regarding the communication on Vails website about pass pricing.
  
  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. They also sincerely respect your feedback and your position regarding their refund and downgrade policies.
  
  **** understands that this was your first time purchasing Epic passes and they understand there may have been some confusion regarding their various pass options; they apologize for any confusion. As they are aware that guests may have questions or need assistance completing their pass purchase, **** offers various communication channels to provide the best experience possible for their guests. Vails season pass office and service team can be reached via phone, email and through an online chat function which is available on their website, epicpass.com.
  
  As you have been advised, Epic pass products are non-refundable. Except as set forth in the Epic Coverage terms and conditions,and unable to be downgraded. This is addressed in the pass purchase policy which all guests must acknowledge and agree to prior to completing their purchase. You are welcome to review these terms and conditions for your records by visiting https://www.epicpass.com/policies?tc_1=2.Although **** understands the mistake, they are unable to make any exceptions to their current policies and procedures.
  
  We regret that we are unable to assist you with your request to change your 22/23 Epic passes. **** Resorts truly does appreciate your time and they value the feedback you have provided as they continue to improve upon their policies and procedures. They assure that they will pass your commentary and your concerns along to their leadership and they hope that you and your family will be able to enjoy your winter despite your frustrations.
  
  Sincerely,
  ******

• Initial Complaint

  Date:11/18/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an Epic local 6 ticket pass early in 2022 for the 2022-2023 season. I realized I would have more time available and wanted to upgrade to a full epic pass. I called epic (Oct 12 2022) and they completed the upgrade after using my credit card on file and told me the transaction was successful and complete. I was going through my statements and did not see the charge come through on my cc and I called today (11/18/22)and they said the transaction was declined (this was a zero balance card with $7k available credit that i used for the purchase of my 20/21, & 21/22 season passes with no issue ). They did not alert me that my card was declined by any means and they said they were unable to honor the price the pass was when they originally told me it was upgraded. They are unwilling to escalate my issue and just apologize and told me I needed to pay the new price which is $300 more than at the time they said it was purchased. I want them to honor the upgrade price they originally verbally confirmed was accurate on Oct 12 2022.

  Business Response

  Date: 11/28/2022

  Hello ********************,
  
  We have received your complaint which states that you purchased an Epic Day pass for the 22/23 season in early 2022. You later chose to upgrade your pass and reached out to Vail Resorts on October 12th to process this upgrade. You confirmed your payment method on file was valid and you were informed that the transaction was successful. However, you later discovered that no transaction went through and that your pass was not in fact upgraded as you had been told. Upon reaching out to Vail again, they advised that your credit card could not be charged for the upgrade and they had to process the upgrade at that time. As pass prices had increased prior to the second time you contacted ****, you were charged an upgrade fee based on the current, higher price. You have requested that your concerns be escalated and that **** honor the original pricing but have not been able to do so.
  
  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 the confusion and for your ongoing frustrations. They respect your position as a valued pass-holder and value the feedback you have provided.
  
  After review of your Epic account, **** was able to confirm record of your initial request to upgrade your Epic pass in October. As we advised, they are truly sorry for the confusion and any miscommunication. They have reprocessed your upgrade based on the pass pricing at the time that your initial request was made. They advised that, at the time of your initial request, an Epic Local pass cost $655. At the time that your request was processed, the price of an Epic Local pass had increased to $669. The initial upgrade cost was $488 however, **** advised that this was incorrect as the full price of your initial Epic Day pass was not applied toward the upgrade. They have since issued a refund of $63, one initial refund of $14 for the discrepancy in pricing between October and November, and another of $49 to account for initial deposit which had been charged in May.
  
  Vail Resorts apologizes that this issue was not resolved sooner and certainly understand your frustrations. We are glad that they have been able to provide a positive resolution to your request. As we previously stated, **** greatly appreciates your time and your feedback and they assure that they will review your comments as they continue to improve upon their current policies and procedures. They wish you and your family all the best and look forward to seeing you on the slopes.
  
  Sincerely,
  ******

  Customer Answer

  Date: 11/28/2022

   
  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:11/08/2022

  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.

  **** Resorts overcharged me for a season pass in the amount of $734.00 (there were two transactions of $734 each, initiated on 9/15/21 and 9/16/21. I filed a dispute regarding the double charge with **** on August 29, 2022 (Dispute ********). I have followed all of ********** A/R protocols regarding a billing dispute. I've uploaded supporting documents and sent numerous followup emails as well as phone calls to confirm receipt of supporting documents. My Chase billing statement is attached. **** has not responded or even acknowledged receipt. If the matter is not resolved I will be forced to initiate legal action and seek additional administrative and attorney's fees in order to collect the $734.00 owed to me.

  Business Response

  Date: 11/16/2022

  Hello ****************,
  
  We have received your complaint which states that you were double-charged by **** Resorts in September 2021 for a single Epic pass. You filed a dispute with **** regarding this duplicate charge in August 2022 and provided supporting documentation but have not received any response or acknowledgment of your concerns. You are prepared to involve legal assistance if needed regarding your request for a refund of the incorrect amount.
  
  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 and their delay in reaching out. They greatly respect your position and understand your concerns.
  
  After a thorough review of your account, **** did confirm that only one pass was purchased on your account and under your name. However,their accounting team was also able to uncover a second charge for an Epic pass associated with your method of payment but under another guest. Per their records, the credit card ending in **** was also used to purchase a pass for *******************************. They also confirmed that ****************** was listed as a household member on your account until September 2021 when he was removed.
  
  While **** understands that the pass was not purchased under your name, Epic passes are non-refundable products. This is addressed in the pass purchase and Auto Renew policies which are presented at the time a guest enrolls in the Auto Renew program and any time a guest manually purchases an Epic pass product. If you believe that the purchase of the pass for ****** was incorrect or fraudulent, **** welcomes you to address those concerns with your bank.
  
  We regret that we are unable to assist with your request for a refund. Per the information provided by **** Resorts, the second charge of $734 was not a duplicate charge and they cannot refund the pass. As we stated,they are truly sorry for any confusion and for your frustration. If you choose to pursue further assistance from your bank, **** truly hopes that it works out to a positive outcome and provides clarity regarding your concerns.
  
  Sincerely,
  ******

  Customer Answer

  Date: 11/18/2022

   
  Better Business Bureau:

  
  Thank you for your assistance regarding complaint 18374681. 

  It is amusing that four separate **** customer agents verified my card was only used to purchase one pass, which is why I filed an AR dispute through ********** official portal showing the duplicate charge. This dispute was completely ignored (despite following ********** AR protocol), for almost 90 days.

  I appreciate the BBB using their influence to force **** to actually research the charges, but this does not excuse ********** monumental incompetence, especially for a company with a $9.2B market cap. I certainly hope that ********** corporate negligence doesn't infect their on-mountain product...but I'm not holding my breath.  

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

• Initial Complaint

  Date:11/03/2022

  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.

  Bought 4 day epic passes for my son and I, but made a mistake and added an extra person/extra pass. Tried to make changes within 5 days (120 hours) and was told I could only make changes for a "qualified event" and would not be able to get a refund. The resort is not even open yet and I have not even received the passes yet. Their policies are

  Business Response

  Date: 11/14/2022

  Hello ************,
  
  We have received your complaint which states that you purchased Epic day passes for yourself and for your son for the 22/23 season. You intended to purchase two pass products but mistakenly purchased a third pass and upon reaching out to **** Resorts, within 5 days of your mistaken purchase,to cancel that pass, you were informed that the pass was non-refundable and unable to be cancelled. You are requesting to cancel this pass as the season has not yet begun and you have not received the physical passes either.
  
  We appreciate you taking the time to reach out and to express your concerns. **** Resorts is aware of your complaint and they are sincerely sorry for your frustrations and for any confusion. They value your feedback as an Epic pass-holder and they respect your position.
  
  While **** understands that you did not intend to purchase a third pass, Epic pass products are non-refundable once a deposit has been made and/or a pass has been purchased in full. This is addressed in the purchase policy which is presented and must be agreed to in order to complete a purchase of an Epic pass product. **** confirmed that all guests must acknowledge these terms and conditions in order to complete their purchase. You are welcome to review this policy for your records by visiting https://www.epicpass.com/policies?tc_1=2.
  
  Although **** cannot assist further with your request for a refund, as you are aware, all Epic passes include Epic Coverage. The Epic Coverage policy is included at no additional cost and provides coverage for qualifying personal events (e.g. job loss, personal illness, injury, etc.)which prevent guests from using their pass for an extended period of a time. A detailed list of refund eligible events are also published on epicpass.com and, once a guest determines whether they have a qualifying event, they can submit their refund request by calling ************** or by submitting an online form at https://intake.sedgwick.com/u/****. All Epic Coverage cases are handled by ******** directly.
  
  We regret that we are unable to assist with you request to cancel the third pass mistakenly purchased. Per Vails standing policies, Epic pass products are non-refundable unless a refund is approved through Epic Coverage. As we previously stated, **** truly does appreciate your feedback and they respect your position. They continue to review and improve upon their current policies and procedures and they will absolutely refer to your comments as they continue to do so. If you do choose to pursue a refund through Epic Coverage, **** hopes that it works out to a positive outcome for you and your family.
  
  Sincerely,
  ******

• Initial Complaint

  Date:11/01/2022

  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 Claim is about **** not caring about the customer, our sourcing calls to *************** leaving many calls misunderstood and not taken care of. This has cost me hundreds of dollars ($530 in 2021 and $61 in 2022). 2020/2021, I put my son on Auto Renew to be able to get the discount for his season pass (**** had a limited season during the 2019/2020 - Covid). I called several times to get Auto Renew removed from my son's season pass, he no longer wants a pass. Auto Renew was never removed. I was charged a down payment of $49. When I noticed the charge (May 2021), I called. The *** said I was too late to remove the $49 & we will be charged for the season pass too. I tried fighting this charge with emails and calls to ****. **** said they would take it to their legal team if I didn't pay for my son's 2021/2022 pass. I called several times to make sure my son was not on Auto Renew for 2022/23. Each call the *** said the task was done but when I'd call again, he was still on Auto Renew! Finally resolved with a call in April 2022. Part 2 - In October 2021, I called to give **** my new card number (****) because the one they had on file (****) was compromised and needs to be deleted. In April, I called because my card had not been charged for my husband and my down payment for our 2022/2023 Season Passes. The *** said that I was charged. OK, must not have noticed. In October 2022, I called because my card had not been charged for the remainder of the Season Passes. The *** said my card was declined twice in April for the down payment therefore I didn't get the pre-season discount. I told them to renew my husband and my passes anyway. I asked what card they charged and the *** gave my the last four digits of the compromised card (****). I told her to use the new card (****). She said she did and all was good. A few minutes later she called me to ask for a newer card number (****) because she was still using the compromised card (****).

  Business Response

  Date: 11/14/2022

  Hello *************,
  
  We have received your complaint which states that you initially enrolled your son in **** Resorts Auto Renew program during the 19/20 season but later chose to cancel as he no longer wanted a pass. You contacted **** Resorts to remove him from Auto Renew however he was not removed prior to the initial deposits being charged for the 21/22 season. **** advised that his pass could not be cancelled and the remaining balance would be charged at the predetermined later date. You are still in the process of seeking a refund for his unused pass and you contacted **** multiple times to confirm he was no longer enrolled in Auto Renew; despite multiple confirmations he had been removed, you were only able to verify Auto Renew had been cancelled in April 2022.
  
  Despite removing your son from Auto Renew, you and your husband chose to remain enrolled and, while speaking with **** regarding your other concerns, you requested to update the credit card on your account because you had not been charged the deposits for your 22/23 Epic passes. The representative you spoke with took the updated credit card information and assured that you would be charged for your passes. Regrettably, this did not occur as the credit card on file declined, despite providing updated information. You renewed your passes however, you were not given the early season pricing and therefore paid more for your passes which were meant to be renewed in *** 2022.
  
  We greatly appreciate you taking the time to reach out and to provide the details of your concerns and your requests. **** Resorts is aware of your complaint and they sincerely apologize for the challenges you have faced as well as your ongoing frustrations. They value your feedback as loyal guests and they certainly respect your position.
  
  **** understands that you wished to cancel your sons pass prior to the start of the 21/22 season. After review of your familys account,unfortunately they were unable to find any record of a request to cancel his Auto Renew prior to the opt out date for the 21/22 season; the last date to request to cancel Auto Renew for the 21/22 season was *** 15th,2021. Once a deposit is charged, Epic passes are non-refundable. This is addressed in the pass purchase policy which is presented at the time guests enroll in Auto Renew and/or manually make a payment for an Epic pass product.You are welcome to review this policy for your records by visiting https://www.epicpass.com/policies?tc_1=2.
  
  Despite their historic non-refundable policy, **** has included Epic Coverage with all passes purchased for the previous three seasons (from 20/21-22/23). Epic Coverage provides coverage for guests that experience a qualifying personal event which prevents them from using their pass for an extended period of time. While Auto Renew is not considered a qualifying personal event, **** does have a detailed list of eligible events published on their website, epicpass.com. They advised that per their records, it does appear that a refund request was submitted through Epic Coverage which was initially denied by their partner company, Sedgwick. However, if your son determines that he has an eligible event, and can provide the necessary supporting documentation, he is welcome to appeal their denial by contacting ******** directly.
  
  With regard to the passes that you renewed for the 22/23 season, **** was able to confirm that your primary credit card was updated prior to initial deposits being charged in ***. They apologize for the confusion but assured that a refund of $56 has been issued back to the correct credit card ending in ****. This refund was for the difference in pass pricing between the pricing in spring versus the pricing in October when your passes were renewed. A separate receipt has been sent to your email confirming this refund as well.
  
  We regret that we are unable to assist with your request for a refund of your sons pass however, per **** standing policies, Epic passes are non-refundable without an approved Epic Coverage case. If you do choose to appeal ********* denial we hope that it works out to a positive outcome for your family. We are glad that **** was able to resolve your issue regarding the amount charged for your 22/23 passes. They certainly understand your frustrations and the greatly appreciate the feedback you have provided; your comments are invaluable as they continue to review and improve upon their policies and procedures. They look forward to seeing you and your husband on the slopes this season.
  
  Sincerely,
  ******

• Initial Complaint

  Date:10/28/2022

  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.

  **** : Overcharged and had to call 14 numbers to get to the right department I purchased a Tahoe Value pass in April and was charged $454 at that time. (This was discounted $50 for early bird special)On Oct 25th I requested to upgrade my pass to a Tahoe Local pass. This was $569 on the website at the time. Epics policy is to charge the current price of the pass at the time of an upgrade no matter how early you purchased it with them, I get that epic doesnt care for my loyalty or honor the fact that I purchased as early as a whole year in advance with them. I asked them to go ahead and upgrade me anyway. Difference in price should have been $115. However, I got charged $210 on my credit card. This was $95 dollars more than the difference between my original paid price and the current value of the upgrade. Tried calling their helpline, got transferred 14 times over 2 days from one department to the other to correct a charge of $95. The issue is still pending closure.

  Business Response

  Date: 11/04/2022

  Hello ******************,
  
  We have received your complaint which states that you purchased an Epic pass for the 22/23 season in April 2022. You chose to upgrade your pass at a later date and reached out to **** Resorts to assist with upgrading your pass in October. At that time, you were charged an upgrade fee based on the current pricing of Epic pass products which was greater than the pricing at the time that you initially purchased your pass. You are requesting a refund of the amount that was overcharged.
  
  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 and for any confusion. They certainly respect your position and value your feedback.
  
  **** recognizes there may be confusion regarding their upgrade policy. Regardless of the time that you initially purchased your original Epic pass product, guests who choose to upgrade their pass will have to do so based on pass pricing at the time of their upgrade request. Throughout the spring and summer, **** Resorts does increase the pricing of passes periodically as the winter season grows closer. **** was able to clarify that the upgrade fee of $210.75 is correct based on the initial price paid in April of $454 and the current pricing for the upgraded pass product which was $569.Again, they truly apologize for any confusion regarding the upgrade process.
  
  **** assures that they are continuously reviewing their standing policies and procedures in order to improve them and provide the best experience possible for their guests. Your feedback regarding clear communication on all procedures is greatly appreciated and they will review your comments throughout this process. We regret that we are unable to assist with your request for a refund in the price difference however, per Vails current policies, upgrades are processed based on current pricing of Epic pass products and the amount charged on October 25th is correct. **** welcomes any additional feedback you may have and they hope you will still be able to enjoy your time on the slopes.
  
  Sincerely,
  ******

• Initial Complaint

  Date:10/27/2022

  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.

  On May 25, I submitted a request to cancel my auto-renew due to the expected birth of my child after the first charge had happened. This request led me to spend countless hours being routed through telephone lines to eventually get affirmation that I would not be charged for the second half of my renew. This process included being routed to a company called Sedgwick which I was told manages their claims. At the time I was also told that in addition to not being charged the final amount, I could receive a refund of my initial payment if I submitted a doctors note. To ensure I would not be charged, I attempted to remove my payment information from their website only to learn there is no functionality to do so which is unethical at least, and should be illegal at worst. No company should hold a customers payment information hostage which is the current policy for Vail Resorts. On Sept 15 2022, I was charged the $577 I was told would be canceled. I've attempted to communicate with Vail Resorts that this must be a mistake since I was told I wasn't, but they have informed me that I would not be refunded.The birth of my first child is not 3 weeks away and to know how Vail Resorts has treated me is absolutely hopeless. I'm now starting to believe I was only told I would not be charged so they could get me off the phone knowing full well they were still going to charge me.

  Business Response

  Date: 11/04/2022

  Hello ****************,
  
  We have received your complaint which states that you purchased an Epic pass for the 22/23 season, initially paying only a deposit, via **** Resorts Auto Renew program. Shortly after the initial payment you found out your wife was expecting and requested to cancel the pass prior to the remaining balance being charged. You were told that you would be able to get a refund of the deposit and cancel the final balance by submitting medical documentation and additionally, you tried to remove your payment information to avoid any possible charges. You found that you were unable to remove your payment information and you were charged the additional balance of your 22/23 Epic pass despite providing documentation supporting your request for a refund. Your refund request has since been denied and you have been unable to speak with anyone regarding your request.
  
  We appreciate you taking the time to reach out and to express your concerns especially during a busy time for you and your family. **** Resorts is aware of your complaint and they sincerely apologize for your frustrations and for any miscommunication. Your feedback as a valued Epic guest is greatly valued and they respect your position.
  
  We reached out to Vails partner company,********, regarding your refund request. As you are aware, Epic passes are essentially non-refundable however, **** included Epic Coverage with all passes purchased/ renewed for the 22/23 season. Epic Coverage provides coverage for guests that experience a qualifying personal event (e.g. personal illness,injury, job loss, etc.) which prevents them from using their pass for an extended period of time. The terms and conditions of this policy are published on epicpass.com and include a detailed list of qualifying events. All Epic Coverage requests are handled and processed by ******** as is also provided in the terms and conditions.
  
  After reviewing the details of your case,we discovered that the Epic Coverage case was opened for the 21/22 season instead of the current 22/23 season. While we are unable to provide additional details about your case, ******** did advise that you are welcome to appeal their denial of your initial refund request due to pregnancy. If you do appeal their denial, please include documentation supporting your refund request for the correct season. They will be happy to assist however they are able.
  
  Regrettably, outside of Epic Coverage,Epic pass products are non-refundable once a deposit has been made. This is addressed in the pass purchase policy which is presented and acknowledged at the time guests purchase a pass product. You are welcome to review this policy for your records by visiting https://www.epicpass.com/policies?tc_1=2.
  
  We regret that we are unable to assist with your request for a refund. **** Resorts is truly sorry for your ongoing frustrations and they certainly respect your position however, per their standing policies, without an approved refund through Epic Coverage, all Epic pass products remain non-refundable. Your feedback regarding the request process is invaluable to **** as they continue to review and improve upon their current policies and procedures. If you do choose to pursue an appeal of your original Epic Coverage refund request, we hope that it works out to a positive outcome for you and for your family. We wish you all the best during this exciting time.
  
  Sincerely,
  ******

• Initial Complaint

  Date:10/20/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 24, 2022 I purchased what I thought were two Epic 4 day local passes and was charged $54.95 for each pass. One pass was for myself, *********************************** and one pass was for my wife, ********************************************. Subsequently on September 18, 2022 I was charged for my EPIC 4 day pass - $298. The other charge (as this was on the same credit card) was $577 for a full on Epic Pass. As stated previously, our intent was to purchase two Epic 4 day passes, NOT one full on pass. Whether this error occurred on Vail Resorts side or on my side (the customer) this is NOT what I intended to purchase. I am requesting that this be corrected to meet the needs of the customer.I am asking that the charge of $577 to my credit card be reversed and that I am then charged $298 for the pass we intended to purchase, Epic 4 day local.As a customer of Vail ********************, I appreciate this matter being addressed and the correction made for the proper pass. The difference in what I wanted to spend on two Epic 4 day passes is $279 and I do not want to be charged for something I did not want to purchase in the first place. I did not realize had been charged for a full pass until it appeared on my credit card statement.Vail Resorts should make it right for their customer, not their shareholders. The customers are what enables Vail Resorts to be in business.

  Business Response

  Date: 10/28/2022

  Hello ************************,
  
  We have received your complaint which states that you purchased two Epic passes for the 22/23 winter season. You intended to purchase two Epic 4-day passes however, upon the charge of your full balance, you discovered that you purchased one 4-day pass and then a full Epic pass. As this was not your intention, you would like to change the full Epic pass to a 4-day pass and get a refund for the difference in pass prices.
  
  We appreciate you taking the time to reach out and to provide the details of your situation. Vail Resorts is aware of your complaint and they sincerely apologize for your ongoing frustrations.Your feedback and your position are both respected and valued.
  
  We regret that we cannot assist with you request to change the pass purchased mistakenly for your wife. **** advised that they have already communicated the details of their current policies and they confirmed that passes are non-refundable, non-transferable and unable to be downgraded once a deposit has been made. These issues are addressed in the pass purchase policy which is presented and must be agreed to prior to completing the purchase of a pass product. You are welcome to review this policy for your records by visiting https://www.epicpass.com/policies?tc_1=2.
  
  Although they are unable to change your second pass, Vail did provide that Epic Coverage is included with all pass products purchased for the 22/23 season. The Epic Coverage policy provides coverage for qualifying personal events (e.g. job loss, personal illness,injury, etc.). A detailed list of qualifying events is included in the Epic Coverage terms and conditions which are published on epicpass.com. If you or your wife experience a qualifying event which prevents you from using your passes in full, you are welcome to submit a request for a refund with Vails partner company ********; they can be reached by calling ************** or by submitting an online form at ?https://intake.sedgwick.com/u/Vail.
  
  As we stated, Vail Resorts is truly sorry for your frustrations. They certainly understand that you did not intend to purchase a full Epic pass however, their standing policies they cannot downgrade passes once they have been purchased. They assure that they are always reviewing their current policies and procedures in hopes to improve their guest experience and your feedback and comments are greatly appreciated as they do so. **** certainly wishes you and your family the best and if you choose to request a refund through Epic Coverage, they hope that it works out to a positive outcome.
  
  Sincerely,
  ******

  Customer Answer

  Date: 10/29/2022

   
  Complaint: 18252409
  
  I am rejecting this response because:

   

  It is unfortunate that **** Resorts is unwilling to make the correction for two individuals who intended to purchase two Epic Local 4 day passes..  As a customer I was unaware of the wrong purchase until I was billed on September 14, 2022.  **** Resorts does NOT put their customers first and they are willing to allow this incorrect charge to go forward.  **** Resorts will not have any future business (probably 20 future years of buying passes) from these two customers going forward.   

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