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:10/19/2022

  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.

  Our ski passes were sent to an old address in ******** after the business confirmed they would be sent to our new address in ********. I have emailed 3 times without reply. I am just asking they cancel the passes that were sent to the incorrect address and send it to the address they confirmed via email: *********************************************************.

  Business Response

  Date: 10/27/2022

  Hello Mr. ************** have received our complaint which states that you purchased Epic passes for the 22/23 season which were then shipped to an incorrect address. When you received the confirmation for your purchase you had been told they would be sent to an updated address and you have reached out to Vail Resorts multiple times to request that this be corrected. Vail has not yet gotten back to you regarding your request.
  
  We appreciate you taking time to reach out and to provide the details of your situation. Vail Resorts is aware that you have contacted the Better Business Bureau and they apologize for any frustration you have experienced. They greatly appreciate your time and your position as a valued Epic pass-holder.
  
  Vail has reviewed your account and they have agreed to have new pass cards printed and shipped to the address in *********, **. They are sorry for any inconvenience and for the challenge you have faced while trying to reach them. Due to this mistake, they will have those passes printed and shipped without any additional shipping fee and you will receive an email confirmation of the re-print shortly. They are confident these passes should arrive to you shortly, however in the event that it does not arrive prior to your planned trip, you can pick them up at the ticket window of any Vail-owned resort. Just bring your order confirmation and photo ID and their ************************* team will gladly assist.
  
  Vail regrets that they were unable to assist with your request sooner but they appreciate your patience as they get ready for the season. If you have any additional inquiries or need further assistance, they welcome you to reach out by calling ************ or by sending an email to [email protected] look forward to seeing you and your family on the slopes and they hope you enjoy your Epic passes.
  
  Sincerely,
  ******

  Customer Answer

  Date: 10/27/2022

   
  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:10/17/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/19/21, my household renewed all the Keystone Plus Passes (2 adult and 1 child) with a $49 deposit. At the time of the renewal, ********************* was recovering from a 4/14/2021 ankle surgery, for which her prognosis was a recovery in time for the 21/22 ski season. On 9/15/21 the remaining balances for the passes were paid in the amount of $690. *******'s total 21/22 pass amount was $311. *******'s recovery from ankle surgery was ongoing as of 9/15/21. In the Fall of 2021, ******* reached out to **** to discuss what would happen if she could not ski during the 21/22 season due to medical reasons and ******* was assured by the agent that her pass could be deferred to the 22/23 ski season. *******'s physical therapy treatments and recovery continued into the Spring of 2022 and ultimately she was unable to ski during the 21/22 season and did not use the pass. When ******* reached back out to Vail and was prepared to provide a letter documenting her ongoing treatment and recovery from her physical therapist the agent declined to defer her pass to the 22/23 season.I am now *******'s ex-husband as we, unfortunately, went through a divorce over the course of the past year and I don't have the exact dates of *******'s calls to ****. But I would still vouch for ******* as a hardworking teacher and a fantastic single mom half the time. I would request that ******* be granted deferral of her 21/22 Keystone Plus Pass for use this 22/23 season so she can ski with our son. This is what was promised to her in her prior phone conversation with a Vail/Keystone pass agent.

  Business Response

  Date: 10/25/2022

  Hello **********,
  
  We have received your complaint which states that you purchased three Epic passes for the 21/22 winter season. You were charged a total of $311 for your ex-wife ********, pass. Regrettably, ******* was unable to use her pass due to an ankle injury and you contacted Vail Resorts to discuss your options regarding her pass. You claim that they informed you her pass could be rolled over to the following season and are requesting that this be honored in hopes that she will be able to use the pass in the coming season with your son.
  
  We appreciate you taking the time to reach out and vouch for ******** request to roll over her unused pass. Vail Resorts is aware of your complaint and they apologize for any frustration you and your family have experienced. They greatly value and respect your feedback and your position as pass-holders.
  
  **** understands that ******* was unable to use her pass due to an ongoing injury. They advised that all passes purchased for the 21/22 season included Epic Coverage at no additional cost. The Epic Coverage policy provides coverage for qualifying events such as personal injury or illness.Vail Resorts published the details and the terms and conditions of Epic Coverage on their website at the start of the season. If a guest believed they had a qualifying event, they were able to submit a request for a refund by reaching out to Vails partner company Sedgwick.
  
  After review of ******** account, **** confirmed that a refund request was submitted however, that request was denied citing that her event did not meet the eligibility requirements laid out in the Epic Coverage terms and conditions. Unfortunately, unless a refund is approved through Epic Coverage, Epic pass products are both non-refundable and non-transferable.These issues are addressed in the pass purchase policy which is presented and acknowledged at the time guests purchase their pass. Guests cannot complete their purchase without agreeing to this policy. You are welcome to review the details for your records by visiting https://www.epicpass.com/policies?tc_1=2.
  
  Vail apologizes for any confusion regarding their current policies and procedures. They assure that they will make sure all team members fully understand these details in order to provide the best experience and the most accurate information for their guests. However, per their standing policies, they are unable to roll over ******** unused pass to the coming 22/23 season. She is welcome to appeal ********* denial of her refund request by contacting them directly at **************; she will need to provide documentation supporting her request due to her injury.
  
  We regret that we are unable to assist with you request on behalf of *******. As we previously stated, **** also apologizes for any frustration and they truly appreciate your feedback as pass-holders. They continue to review their current policies and procedures and will absolutely reflect on your comments as they do so. If ******* chooses to appeal her case with ********, we hope that it works out to a positive outcome and we wish you and your family the best as you move forward.
  
  Sincerely,
  ******

• Initial Complaint

  Date:10/13/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I order 4 tickets. I ordered for myself and three children. I lost a job and had to move due to a divorce. I sent over proof I lost my job. I ordered and paid out of my bank account for four ticket. They are trying to say because I ordered a ticket for my adult daughter that I cant receive my money back. I called and spoke with an agent who was rude and implied I could not read, in which she said if you could read, so yes I did get rude back.

  Business Response

  Date: 10/24/2022

  Hello **************,
  
  We have received your complaint which states that you purchased for passes for you and for your three children. Unfortunately, you have lost your job and been forced to move due to difficult circumstances which means you cannot use the passes you purchased. You have requested refunds of these four passes however, you have been advised that you do not qualify for a refund of the pass purchased for your adult daughter. When you contacted Vail Resorts to inquire about more information regarding this denial, they were unable to assist and unable to answer your questions fully.
  
  We appreciate you taking the time to reach out and to express your concerns. Vail Resorts is aware of your complaint and they are truly sorry for the frustration this has caused you and your family. Your feedback regarding their Epic Coverage policy as well as your experience with their **************** team is greatly valued and they sincerely respect your position.
  
  As you are aware, Vail Resorts did include Epic Coverage with all pass products purchased for the 22/23 season. This policy is included at no additional cost and provides coverage for qualifying personal events such as job loss. Guests who submit refund requests due to certain events such as job loss, illness, and injury may also be eligible for refunds of passes purchased for immediate family members. However, per the Epic Coverage terms and conditions,in order for a family member to be eligible for a refund, they must live in the same residence as the guest that has experienced the qualifying event. These terms and conditions are posted on epicpass.com and can be reviewed for your records here https://www.epicpass.com/policies.
  
  Vail certainly recognizes that you and your family are going through a challenging time and they are very sorry. Unfortunately, per their standing policies, Epic passes are non-refundable unless a refund id approved through Epic Coverage for a qualifying event. They also apologize for your unfortunate experience with their **************** team. Vail ******************** aspires to provide the best experience for their guests and they assure that they will reach out to their call center team to make sure all team members are prepared to provide a please experience.
  
  We regret that we are unable to assist with your request for a refund of your daughters pass. **** welcomes you to review the Epic Coverage terms and conditions to see if your daughter may have her own qualifying event and/or if you believe that you have documentation supporting your original request which was denied, you are also able to appeal ********* denial. **** continues to review their current policies and procedures and will absolutely take into account the feedback you have provided. If you do choose to appeal your Epic Coverage request, or submit a new one, **** hopes that it works out to a positive outcome. They wish you and your family the best as you work through a difficult time and move forward.
  
  Sincerely,
  ******

• Initial Complaint

  Date:10/10/2022

  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.

  At the beginning of 2022, I put $50 down (deposit) to purchase an Epic ski pass for which I thought I would be able to use. This is a way to get it cheaper later on. In June I applied to college for a program at ******************* which has classes on the weekends, in July I got accepted. This means unfortunately I won't be using my pass. I will have no days off in ****************************************************************** ******, taking up all my days. I called and pleaded with the reps who ultimately hung up on me while I was talking to them asking for help in my situation. I've taken on a lot of debt to pursue this program and the nearly $700 they automatically took out of my account for the pass I will not use is a huge amount for me trying to pay off my classes. I have submitted proof of this but the rule is you must have transferred from a school, not started school. I am trying to get a full or part of a refund to help alleviate the financial burden, or at the very least downgrade my ticket. I have bought passes every year since 2018 (except 2021 due to pandemic) and I think this is extremely unfair to treat customers this way.

  Business Response

  Date: 10/19/2022

  Hello ***************************,
  
  We have received your complaint which states that you paid a $50 deposit for an Epic pass in early 2022. After paying this deposit, you applied for and were admitted into a college program which will prevent you from using your pass throughout the 22/23 season. You contacted **** Resorts to cancel your pass but have not received any assistance from them. Based on information you have uncovered, in order to qualify for a refund you must provide proof of transferring from one school to another and ultimately, you do not meet these requirements. You are requesting to cancel your pass, in full or partially, as you cannot use the pass nor can you afford it.
  
  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 apologize for your ongoing frustrations. They certainly respect your position as a loyal pass-holder and they value your feedback regarding their current policies and procedures.
  
  While **** understands you initially paid the $50 deposit to lock in the best price on your Epic pass, once a deposit is made, Epic passes are non-refundable. This is addressed in the pass purchase policy which is presented and acknowledged that the time a guest purchases their pass, either in full or with an initial deposit. **** has confirmed that guests are not able to complete their purchase without agreeing to this policy and its terms and conditions. You are welcome to review these details for your records by visiting https://www.epicpass.com/policies?tc_1=2.
  
  While Epic passes are essentially non-refundable products,**** did include Epic Coverage at no additional cost with all passes for the 22/23 season. This policy provides coverage for guests who are unable to use their pass due to a qualifying personal event (e.g. job loss, personal illness,injury, etc.). As you indicated, unfortunately school enrollment is not listed as a qualifying event however, **** suggests reviewing the terms and conditions to determine whether you may have another qualifying event to support your refund request. The Epic Coverage terms and conditions are posted on epicpass.com.
  
  You did indicate that you are now a college student. **** Resorts does offer discounts for college students, on certain pass products. In order to qualify for a college discount, guests must provide proof of enrollment in 12 credit hours, during the fall semester, for undergraduate or they must provide proof of enrollment in 6 credits hours, during the fall semester, for graduate students. If you feel that you do qualify, and are able to provide this verification, please feel free to reach out to **** directly using the email address [email protected] would be happy to assist if they are able.
  
  We regret that we cannot approve a refund however, per Vails policies, Epic pass products are non-refundable unless a refund is approved through Epic Coverage. **** assures that they are constantly adapting and improving upon their current policies and procedures to provide the best experience for the guests and they will absolutely review your feedback to assist with this process. They look forward to hearing from you and assisting with updating your pass type, if you meet their eligibility requirements. If you choose to pursue a refund through Epic Coverage, they hope that it works out to a positive outcome.
  
  Sincerely,
  ******

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18195371
  
  I am rejecting this response because: this doesnt fix the issue at all. Can i cancel this years and have it for another year? Or can i transfer it to someone elses name who will actually use it?
  
  Sincerely,
  
  ************************************

  Business Response

  Date: 10/31/2022

  Hello ***************************,
  
  We are very sorry that we were unable to assist with your initial request. As we previously mentioned, **** certainly understands your frustration and they also apologize that they are unable to assist with your request for a refund. Unfortunately, Epic passes are non-refundable and they are non-transferable to another season nor to another guest; these are also addressed in the pass purchase policy. While **** Resorts certainly respects your position, at this time they are unable to review your request to cancel your pass for the 22/23 season.
  
  **** understands that your circumstances have changed however, they are unable to make any exceptions. As previously mentioned,**** Resorts does strongly suggest reviewing the Epic Coverage terms and conditions again. Although you may not meet qualifications for a refund due to transferring your education or your job, you may meet qualifications for another personal event. If you do choose to pursue a refund for another event, **** sincerely hopes that it works out positively. They wish you all the best as you move forward.
  
  Sincerely,
  ******

  Customer Answer

  Date: 11/04/2022

   
  Complaint: 18195371
  
  I am rejecting this response because: this automated message does not help the issue once again.
  
  Sincerely,
  
  ************************************

• Initial Complaint

  Date:10/09/2022

  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 bought three epic local passes for myself and my family just before the pandemic. When everything closed and we were unable to use the slopes for more than about 10 days, epic sent various emails assuring us there would be some kind of financial recompense. Eventually, they agreed a discount from the next epic local pass purchased and sent some discount codes (for around $200 off each) . When I came to purchase the pass, I tried several times to use the codes and they did not work. I called, I emailed, I sent a form. No one got back to me. I went on social media, where they suggested I DMd them. I did, and after messaging several times I did not receive a reply. It took so long I lost the accommodation and wasnt able to go. I have now booked three more passes and I want my discount to be honoured and for SOMEONE to reply to me, rather than simply reading several messages and ignoring them.

  Business Response

  Date: 10/19/2022

  Hello ************************************,
  
  We have received your complaint which states that you purchased Epic Local passes for your family prior to the start of the Covid-19 pandemic during the 19/20 season. You were unable to use your passes for an extended period of time as the resorts were all closed early due to the pandemic. **** Resorts offered discounts for Epic pass-holders with valid passes from the 19/20 season in order to purchase passes for the 20/21 season. Unfortunately,when you attempted to purchase your familys passes, you were unable to redeem the credits due to an error. You contacted **** Resorts via email, phone and an online form but never received a follow up contact regarding the challenge you faced and ultimately, you were unable to redeem them and unable to purchase passes.You are now requesting to use those credits to purchase passes for the 22/23 season.
  
  We appreciate you taking the time to reach out and to provide the details of your request. **** Resorts is aware of your complaint and they truly apologize for the frustrations you and your family have faced. They respect your position and they value the feedback you have provided.
  
  **** Resorts certainly understands that the pandemic has affected each of their guests and they are sorry for the abrupt ending to their 19/20 season. They also recognize that, while their credit policy satisfied many pass-holders, unfortunately some guests were not satisfied or able to utilize their credits fully. However, the deadline to redeem credits from the early closures of the 19/20 season was December 31, 2020.
  
  As you indicated, **** did offer guests the option to reach out through email, over phone, and through an online form throughout the credit redemption time-frame. They assure that all guests that reached out through these channels were contacted and assisted to the best of their ability. In the event that they were unable to assist with redeeming credits prior to the initial redemption deadline, **** also offered a form which provided an extension on these credits. As we stated, that final deadline was December 31st;regrettably, this deadline is non-negotiable.
  
  At this time, **** is unable to review your request to carry over your unused credits any further. They absolutely understand your frustrations and they value the feedback you have provided regarding the challenges you faced when attempting to purchase Epic passes for the 20/21 season. **** Resorts is constantly adapting and improving upon their standing policies and look forward providing the best experience for their guests. They regret any additional frustration this may cause and they wish you and your family good fortune as you move forward.
  
  Sincerely,
  ******

• Initial Complaint

  Date:10/05/2022

  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.

  **** resorts (stevens pass) during Covid they werent taking cash which I understand. Now that none of there employees wear mask and the president said ***** is over they need to start taking cash again! I feel this is a form of discrimination. What good is legal tender if they wont take it?

  Business Response

  Date: 10/14/2022

  Hello ********************,
  
  We have received your complaint/ comment regarding **** Resorts no cash policy. We appreciate you taking the time to reach out and **** Resorts is aware that you have contacted the Better Business Bureau. They sincerely value your feedback and they respect your position.
  
  As you indicated, **** stopped accepting cash during the ******19 pandemic. **** Resorts has worked hard to keep their guests healthy and safe by following all suggested health regulations throughout the pandemic. They understand that, as the concerns of ******19 have begun to recede, many guests are looking forward to their resorts returning to normal operations. They understand the concerns and frustrations of their guests and are working diligently to provide them with the best experience possible. All feedback is greatly appreciated and ***** leadership will review your comments on accepting cash at their resorts as they continue to review all current policies and procedures.
  
  While we cannot provide any additional insight on how **** is preparing to handle the 22/23 season, we are confident that they are committed to providing a great experience for their guests. Any additional feedback you have is appreciated and supported and you can send your additional comments to **** directly by emailing ************************************** Any updates regarding passes and resort operations will be announced on **** Resorts website, epicpass.com, and through their different media channels.They look forward to seeing you on the slopes and they appreciate your patience and your loyalty while they continue to assess their return to normal operations.
  
  Sincerely,
  ******

• Initial Complaint

  Date:10/03/2022

  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.

  On August 27th, my boyfriend and I bought 22 resort 4 day Epic season pass. **** Resorts website was down so it did not show what resorts were available for 22, 32 and all resorts so I reached out to a live representative through their chat system and asked what the 22 resorts included so we could purchase our passes before the resale discount was over. The representative (*********************************) told ** Rockies which included **************** and *********, UH and more (please see picture of more resorts listed from *********************************) which is what we were looking for and purchased that day for 4 day 22 resort pass. Later, we find out from a friend that the website is now working and 22 resorts did not include ANY of the resorts that ******** advised it would. My boyfriend and I spoke to multiple (probably 10+ agents - call and live chat) who told us that we cannot speak with a manager and the only way to get our money back is for manager approval/speaking with a manager. 1 manager called my boyfriend twice during times he advise he was unavailable and the manager never left a call back number and stopped calling after 2 times so our issue never got resolved which forced us to upgrade our pass to the all resorts to what we originally wanted since we were unable to get our money back, we were not going to waste the pass/money for the resorts we did not want in the first place. We would like to get the 4 day all resort (************, *************** **) pass for what we paid for originally as we were told those resorts would be included and no one would resolve our issue. We will be looking into a lawyer as we were provided incorrect information just to receive our money and never get our issue resolved peacefully.

  Business Response

  Date: 10/13/2022

  Hello ******************,
  
  We have received your complaint which states that you and your boyfriend reached out in August to purchase Epic passes for the 22/23 season. You were unable to confirm access included with **** Resorts 22 resort Epic Day pass so you reached out via their online chat to confirm. Upon speaking with their chat team, you were assured that you would be able to access ************ and ********* resorts by purchasing the 22 resort product. However, you recently discovered that this is not correct and reached out to **** again with the request to cancel the passes which you were misled to purchase. **** has advised that they cannot cancel the passes and that you would need to upgrade and subsequently pay more for a pass that would provide access to the resorts you wish to visit. You have also requested to speak with a manager and have been unable to as they have only reached out during time periods that you and your boyfriend are unavailable. At this time,you are requesting to upgrade your passes to include the access to ************ and ********* at the price that you have already paid.
  
  We appreciate you taking the time to reach out and to express your concerns. **** Resorts is aware of your complaint and they do apologize for your frustrations and for any confusion caused by misleading information. Your feedback is greatly appreciated and they certainly respect your position.
  
  **** did review the copy of your chat transcript that you provided and they truly do apologize for the mistaken information provided to you. They understand that you indicated you were unable to review the resorts included with their Epic Day pass products on your own and they made sure to review the information which is posted and published on their website, epicpass.com. They were able to confirm that, dependent on the resorts you wish to access and/or how many resort you wish to access, that information is published on their website and it does specify which resorts are included with their 22, 32, and all resorts access pass products.
  
  As you already provided, ************ and ********* resorts are included only with the Epic Day pass products that include access to all Vail owned and operated resorts. While **** absolutely understands your position, they are not able to upgrade passes to include additional access without an increase in pricing. They advised that their records show that both passes have been upgraded for an additional $196 each. **** is willing and able to honor the upgrade based on their early season pricing which listed the Epic 4 day pass as $347. This will result in a refund of $15 per pass for a total of $30; each refund of $15 will be automatically returned to the credit card used to complete the upgrades. **** will also send receipts to the email addresses on file. They understand this may cause additional frustrations and they do apologize.
  
  Epic pass products, once purchased are non-refundable which is stated in the pass purchase policy. This policy and its terms and conditions are presented and must be agreed to at the time guests complete the purchase of their pass. Although **** cannot refund passes per this policy, they did include Epic Coverage with all pass products purchased for the 22/23 season. Epic Coverage provides coverage for guests that experience a qualifying personal event which prevents them from using their pass. A detailed list of qualifying events can be found on epicpass.com and guests who wish to submit a refund request can do so by calling ************** or by visiting ?https://intake.sedgwick.com/u/****.
  
  We regret that we are unable to assist with your request to provide additional resort access while upholding the current price of your passes. As we stated, **** Resorts is sincerely sorry for your frustrations and for any mistakes made on their part. They assure that they are reaching out to all team members to confirm that they have correct and up to date information regarding all their products and the feedback you have provided is invaluable to them throughout this process. They continue to review their standing policies and procedures and they have advised that your situation has been elevated to their leadership for additional review. At this time, they are unable to provide a refund of the passes but are happy to assist with ensuring you get the best pricing possible on the correct pass products and have processed the two refunds of $15 each. While they understand this does not resolve your request fully, they do hope that you are able to enjoy your winter and wish you both the best.
  
  Sincerely,
  ******

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 18159625
  
  I am rejecting this response because: this is completely unacceptable to incorrectly give information to forcue a customer to purchase your product knowing that we would not get a refund. After multiple attempts at trying to get it resolved peacefully with agents and requesting a manager, we get denied. How dare you. Your customer service is absolutely awful and I will NEVER commend **** resorts to anyone. Quite frankly Im going to the news regarding this so everyone can truest see how terrible of a company you are. We were forced to update or waste our money on a pass we did not want! We eventually spoke with a manager last week who gave us a ceo phone number. My boyfriend called this number and threatened us. Told us to get the f*** over it or we will charge you for full price without preseason discount. Amongest other awful things said to **. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/29/2022

  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.

  My wife and I have had an "Epic Pass" for over 10 years. This past year we had set up their Auto Enroll system for the following year. The cost for this is $49 per pass and then you are to pay the remainder in the fall.When the $49 for each of our two passes was taken out of our accounts in Spring 2022 we decided that we no longer wanted to do the Epic Pass and began communicating with **** Resorts to remove us from the program. We were not trying to get the $49 back. We had multiple email trails and phone calls that basically gave us the run a round. In response, we canceled the credit card associated with our **** Resorts account. Believing that we haven't received any service or product that we should be able to get out of the $1500 commitment. We feel that the $49 for each pass is lost and we are okay with that. However, since then, **** has sent ** an email saying they reserve the right to take us to Collections if we do not pay. Again, I wish to reiterate, we have attempted to come to a resolution with **** over this matter. We do not want our $98 back but do not want the Epic Pass this year as we just had another baby and realize we will not be able to use the pass as we normally would. It is our plan in the future to get the Epic Pass. But if they continue to treat us in this manner than we will not be a return customer when our children are old enough to ski with us.

  Business Response

  Date: 10/09/2022

  Hello **************,
  
  We have received your complaint which states that you and your wife set up Auto Renew for your Epic passes during the previous 21/22 season. An initial deposit of $49 per pass is charged in spring and the remaining balance is then charged in the fall. Unfortunately, you and your wife will not be able to use passes for the 22/23 season and you reached out to **** Resorts to cancel the passes before the remaining balance is charged but were told that the passes are unable to be cancelled and the full price is non-refundable. They removed you from their Auto Renew program but only for future seasons so you were forced to cancel your method of payment in order to avoid being charged an additional $1500. **** has subsequently reached out advising you are obligated to pay the full balance and that they will have to reach out through other channels in order to recover the failed payments.
  
  We appreciate you taking the time to reach out and to express your concerns. **** Resorts is aware of your complaint and they apologize for your frustrations and for any confusion regarding their Auto Renew program.They greatly respect your position as loyal pass-holders.
  
  As you indicated, initial deposits for Epic passes enrolled in the Auto Renew program are charged in the late spring/ early summer. Prior to the initial deposits being charged, email reminders are sent to guests confirming the name of each pass-holder enrolled in Auto Renew, the pass type to be renewed, and the reminders also included contact information for guests who wished to cancel their pass prior to the cancellation deadline. The deadline to opt out for the 22/23 season was May 15th. Once a deposit is charged, Epic passes are non-refundable as is stated in the pass purchase and Auto Renew policy. You are welcome to review these policies for your records by visiting https://www.epicpass.com/policies?tc_1=2.
  
  Additionally, per the terms and conditions of the Auto Renew policy, **** has confirmed that guests are required to provide a valid method of payment in order to process the final balance charge for their renewed passes. While they did not provide any additional details on this process, they did provide that this is published on their website, epicpass.com, and that guests must acknowledge and agree to this policy before they are able to complete their pass purchase and/or enrolled in the Auto Renew program.
  
  Although **** cannot refund your passes directly, they did include Epic Coverage with all passes purchased and renewed for the 22/23 season. The Epic Coverage policy is included at no additional cost and provides coverage for qualifying personal events (e.g. job loss, illness, injury, etc.).You can review a detailed list of qualifying personal events on epicpass.com and if you determine that you do have a refund eligible event, you can submit your refund request by calling ************** or by submitting an online form at https://intake.sedgwick.com/u/****.
  
  We regret that we are unable to assist with your request for a refund of the Epic passes that have been renewed under your names. Unfortunately, per Vails standing policies, Epic passes are non-refundable once a deposit has been charged. **** truly does appreciate your feedback regarding their Auto Renew program and they assure that they are constantly reviewing their current policies and procedures in order to provide the best experience for their guests. If you do choose to pursue refunds through Epic Coverage, we hope that it works out to a positive outcome for you and for your wife.
  
  Sincerely,
  ******

• Initial Complaint

  Date:09/28/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for two Epic Passes... one for me and one for my son. They shipped to my previous address and for some reason the **** didn't forward it to my new address. In August I paid $4.95 to have both passes reshipped to my new address. I contacted **** Resorts again on 9/28/2022 and they are now refusing to ship my passes and said I must go pick them up. They are not refunding my $4.95. My son was so excited to get his first Epic Pass and I have nothing to give him. This is horrible customer service.

  Business Response

  Date: 10/07/2022

  Hello ************************,
  
  We have received your complaint which states that you ordered Epic passes for yourself and for your son for the 22/23 season. Those passes were mistakenly sent to an old address and when you reached out to **** Resorts to have new ones sent to the correct address, they advised that you would have to pay an additional $5 shipping fee despite having already paid one during your initial purchase. They then advised they cannot send the passes to the new address and that you will have to pick them ** in person once the season begins. Unfortunately, they have not refunded the initial deposit and you are unable to provide a physical pass to your son until the season begins.
  
  We appreciate you taking the time to reach out and to express your concerns. **** Resorts is aware of your complaint and they apologize for your ongoing frustrations. They greatly value your feedback and respect your position as a valued pass-holder.
  
  Upon review of your account by ***** leadership team, they have approved a refund of the initial $5 shipping fee you were charged for the passes sent to the incorrect address. They also advised that they will request that passes for yourself and for your son are printed and shipped to corrected address as quickly as possible. You will receive a confirmation for this refund and for this request to your email. **** is confident that you will receive your passes in the mail before your planned trip however, in the event that they do not arrive in the mail, you are also able to have the cards printed in person by visiting a ticket window on mountain.
  
  **** truly does apologize for the frustration you have experienced and for your sons disappointment. They absolutely appreciate the time you have taken to reach out through the Better Business Bureau to express your concerns and to provide your feedback. They assure that they are continuously reviewing their current policies and procedures in order to provide the best experience for their guests. **** looks forward to seeing you and your family on the slopes this season.
  
  Sincerely,
  ******

  Customer Answer

  Date: 10/07/2022

   
  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:09/27/2022

  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.

  Bought season passes and need to set what they call epic coverage in case of a resort closing. Won't let me select coverage for one of my passes so it will default to the coverage i don't want. Tried to do online chat and was told to call. called the number and every time i try to select an option from the menu they hang up on me.

  Business Response

  Date: 10/05/2022

  Hello **********************,
  
  We have received your complaint which states that you received a notification that you needed to set up your Epic Coverage selections for the Epic passes that you purchased for the 22/23 season. Unfortunately, when you tried reaching out to **** Resorts via their online chat feature, you were advised to call them to resolve your issues but upon trying to call the number provided, you were never able to reach a live agent. You are seeking assistance with updating your Epic Coverage elections per Vails request.
  
  We appreciate you taking the time to reach out and to provide the details of your situation. **** Resorts is aware that you have reached out to the Better Business Bureau and they apologize for your frustrations. Your feedback regarding their customer service is greatly valued and respected.
  
  **** is very sorry for the difficulty you faced while trying to reach them. They advised that at the time you had attempted to reach out they were experiencing an issue with the phones which resulted in a disconnect for guests attempted to call their customer service center. Fortunately, that issue was resolved shortly after and they are always eager to assist however they can. If you have any additional questions, they can be reached by calling ************ and they also have a feedback and general inquiries email for guests who would like to reach out through writing; that email address is *************************************.
  
  **** also provided that, after a review of your account, it appears that all household members currently show that they are enrolled in Epic Coverage for the Core Season and that all resorts have been selected under primary resort. If this is incorrect, **** will gladly assist with making any changes necessary. They do request that you reach out, preferably over the phone or via email, in order to avoid any confusion and to make sure all selections are correct for each guest.
  
  We regret that we cannot assist with your request directly.However, we are confident that **** Resorts will be able to resolve any issues you may have. As previously stated, they do appreciate you taking the time to reach out and to alert them to the communication issues you encountered. They look forward to hearing from you and to seeing you and your family on the slopes this winter.
  
  Sincerely,
  ******