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:02/10/2025

  Type:Billing 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.

  Over charged for my hotel stay at the ************ Account # ******

  Business Response

  Date: 02/13/2025

  Hello, Mr. ****************** have received your complaint regarding your recent stay at the ************ in ********* during a business trip. You indicate that you were told you could cancel or make changes to your reservation up to 30 days prior to your stay at the time that you made your reservations; that was back in July 2024. You also indicate that you did reach out to change your departure date and were told that it would be no problem and the change had been made.However, upon your stay you were informed the request to shorten your stay had not been made nor had it been recorded. You are still seeking a refund for the day that you were unable to stay and that you state was cancelled within the cancellation window.
  

  We appreciate you taking the time to reach out and provide the details of your situation and your concerns. Vail Resorts is aware of your complaint and they are truly sorry for your continued frustration. They greatly respect your position and your feedback as a valued guest.
  

  Although they absolutely understand your concerns, Vail Resorts Management Company is unable to assist with charges associated with lodging reservations. Each lodging property is responsible for their billing department and any concerns or requests must be addressed by them directly. If you need any additional assistance with contacting a representative at the property or at the resort,Vail will gladly provide any information they have.
  
  We regret that we are unable to provide any refunds or billing adjustments however, per Vails instructions, these concerns must be addressed by the lodging property directly. We sincerely hope that the property will be able to provide more information and a positive outcome. Vail Resorts truly does appreciate your time, and they respect your feedback and assure that your comments will be passed along to the appropriate teams. They wish you the best as you and your family move forward.
  
  Sincerely,
  ******

  Customer Answer

  Date: 02/14/2025

   
  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:02/08/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Sedgwick Refund Request Num: M25A360677 (Self) and M25A360785 (Partner)On 12/30/2024, I, ****** Bee suffered a qualifying injury for partial refund of the EpicPass for Season *********, for both myself and my partner. Both of our claims were approved. And Sedgwick *************************** indicated that the refund will be processed based on number of days the pass was used. For each of the 2 claims, the refund provided by ******** was $559.74 for 3-days usage, at 57% of the purchase price of $982 per pass.However, the refund is calculated incorrectly. My partner and I had only used the passes for 2 days listed below, and therefore should receive 71% of the Purchase Price of $982. I have requested ******** to provide proof of the erroneous extra day of usage, where the pass was used, and send the correct amount as soon as possible, which should be a total of $697.22 for each claim, or $137.48 additional for each claim, or total of $274.69 additional. The correct days used: (1) ************* Resort on 12/15/2024. (2) Andermatt in ***********, the day of the accident on 12/30/******* far, ******** has failed to respond or provide proof of the alleged extra day of usage, neither the date nor the resort used at. My phone call to ******** was transferred to Vail Resorts, while waiting for a representative, I was disconnected without warning.This entire experience was extremely unpleasant, given that ******** first closed our claims because its website was defective and the attached documents were not received. My partner and I had to open new claims, repeatedly attach and send documents, to get our claims approved after more than 30 days, and to do so while suffering from a severe injury. And yet after the claims are approved, the refund amount is still $274.69 short.Not only should the refunds be corrected immediately, but 100% full refunds of our passes is justified given the unprofessional prolonged experience.

  Business Response

  Date: 02/18/2025

  Hello, Ms. ***************** have received your complaint regarding the amount for the refunds you received for your Epic Pass as well as the pass for your *********** indicate that you only used your passes two times and should have received a refund of $697.22 each however, you each only received refunds of $559.74. You requested evidence of a third day being used but have not yet received a response from Vail Resorts or Sedgwick, the company responsible for issuing refunds. You are now seeking full refunds of the passes due to your experience.
  

  We appreciate you taking the time to reach out and provide the details of your situation and your concerns. Vail Resorts is aware of your complaint, and they are truly sorry for your continued frustration. They greatly respect your position and your feedback as a valued guest.
  

  Vail absolutely understands your concerns. They have advised that they reached out to ******** for more information and an update on your behalf. At this time, they do not yet have an update but assure that they will pass along any information that they do receive as soon as possible. **** has asked that you keep this channel of communication open by rejecting this initial response. They will let the Better Business Bureau know once they have additional details to pass along.  
  

  We regret that we are unable to assist with your request for a refund immediately. However, we are confident that Vail Resorts will continue to follow up with ******** until they get additional information and an update regarding your refund request. They thank you for your patience and look forward to helping you resolve your concerns.
  

  Sincerely,
  ******

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22915929
  
  I am rejecting this response because: Per direct message - **** has asked that I keep this channel of communication open by rejecting this initial response. They will let the Better Business Bureau know once they have additional details to pass along.  
  
  Sincerely,
  
  Sydney Bee

• Initial Complaint

  Date:02/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This was the first time of me purchasing an Epic pass. On 12/1/2024, I contacted Epic Pass via phone at around 3pm PST to inquire about a pass upgrade for my husbands pass since he wants to use it at ************. I was told that it can be upgraded for a charge of $78 (the actual number may be a little off, but essentially the cost difference between the two passes). The agent was very pleasant and did not mention at all about a deadline or I had to do it by a certain time. I even asked but was assured that I can just call back to upgrade. I thanked him and told him I will do it soon once I confirmed. Our family did go to North Star on 1/4/2025 and we got another ticket for my husband and deliberately not use his pass but my kids used theirs. I called 2/5/2025 around 11:55am and after being transferred several agents and the first one claiming that there was no of my call, I was able to locate my inquiry call about the upgrade on my T-Mobile phone bill.They researched it and did acknowledge finally that I did call and in fact the agent never informed me that I cannot upgrade my pass later. I was sent to escalation and ******* claimed that the company has since cut off the upgrade. I stated that I made an effort to call and was given no information from the agent about a deadline. ******* says that the company can change the terms. My defense was that I just took the word of the agent. I was told that the deadline to upgrade was 1/31, but I was never given that information. While I could have called for the upgrade earlier, it was not at the top of mind due to the kids going back to school and then the California fires. We were on evacuation watch as there was evacuation alert at the boundary right beside us. We also had friends that lost everything. My desire outcome is to honor what your agent told me over the phone and was recorded. I just want my husband to be able to use the pass on 2/10 and 2/11.

  Business Response

  Date: 02/07/2025

  Hello, **** ****,
  

  We have received your complaint regarding your recent experience with Vail Resorts amidst your request to upgrade your husbands Epic Pass. You had contacted Vail Resorts to inquire about upgrading and indicate that you were never told there was a deadline to do so. Upon reaching out once again on February 5th, you were told that they were no longer allowing upgrades. They also advised that there was a deadline which was January 31st. Due to outside factors such as school and the wildfires in **********, you di not get a chance to reach out prior to that deadline. You are requesting that they honor the upgrade due to misinformation.
  

  We appreciate you taking the time to reach out and provide the details of your situation and your concerns. Vail Resorts is aware of your complaint and they are truly sorry for your continued frustration. They greatly respect your position and your feedback as a valued guest.
  

  Vail absolutely understands your concerns and they are sorry for the unnecessary stress that has caused you and your family. They were able to confirm that they have since spoken with you and have resolved your issue and your request directly. At this time the Better Business Bureau will close your complaint as resolved.
  

  We are very glad to hear that Vail Resorts was able to work with you and resolve your concerns prior to the intervention of the Better Business Bureau. They look forward to welcoming your husband to *********************************** and wish you the best.
  

  Sincerely,
  ******

  Customer Answer

  Date: 02/07/2025

   
  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:02/04/2025

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We skied at ***************** resort on Feb 4. Trying to make our way to the Mountain Village to exchange demo skis, Iron Mtn Express stopped midway for 20m. We could not feel our legs due to bad blood flow. Once on top, we headed to Quicksilver, which was paused due to wind (happens). An Vail operator (male) told us we can wait for an en route shuttle to Mountain Village. Waited another *****m, then another operator came to say the shuttle will go to ******* from which point we had to take another ride to Mountain Village. By this time, we (and many others) who had waited all this time for the shuttle to ********* felt tired, frustrated, and angry. We decided to end our day around noon, having only skied for 2 hours. We expect the lift ****** we purchased and the buddy ****** burned to be returned. We also lost 30% of our ski days during this trip, having flown from ******* and ******, and so expect appropriate compensation, such as credit to be used for future lift ******s or passes.

  Business Response

  Date: 02/11/2025

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

  We have received your complaint regarding your recent experience at ********************************. You indicate that you were stuck on a chairlift for about 20 minutes and were then advised to take a shuttle bus down the mountain because lifts had been placed on a wind hold. One of the mountain operators informed you that a shuttle would arrive shortly but still took an additional 20 minutes to arrive. Additionally, you had been told that the shuttle would take you directly to **************************************** but later discovered that it required you to switch shuttles at ***************. Due to the misinformation and inconvenience, you are requesting a refund for lift tickets purchased and future credit.
  

  We appreciate you taking the time to reach out and provide the details of your situation and your concerns. Vail Resorts is aware of your complaint and they are truly sorry for your continued frustration. They greatly respect your position and your feedback as a valued guest.
  

  Vail absolutely understands your concerns and they regret that your trip was negatively impacted. They advised that they are currently reaching out to ********* Mountain directly to get further information on the events that you indicated from February 4th. Regrettably, they are unable to provide an update or resolution at this time but assure that they will provide an update as soon as possible. They ask that you reject this initial response in order to keep this channel of communication open.
  

  We apologize that we are unable to resolve your concerns at this time. However, we are confident that Vail Resorts will follow up with the information they receive from their team at *********. They greatly appreciate your patience and hope to provide a positive outcome to your request.
  

  Sincerely,
  ******

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22899737
  
  I am rejecting this response because: **** asked to reject to keep the case open.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:02/04/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 8 Epic single-day passes on December 1, 2024 for a family ski trip. I specifically asked all 8 passes be mailed to a single address - I'd heard of people having issues with receiving passes in a timely manner and I am skiing with people who have accessibility needs requiring a physical pass - not a pass on the app. On January 3rd we had not received any passes - when I followed up I was told 2 passes has been mailed to the address - they never arrived, the other 6 had not been printed and mailed. I requested all 8 passes be mailed to the single address. A few days later I received an email confirming 6/8 of the passes would be shipped to the correct address and 1 would be shipped to an address I had never provided. I called again and spoke to someone in ******** who confirmed all passes were being mailed to the single address. I received ANOTHER email a few days later confirming the single pass going to the random address. I called again and was told the same thing - they have no idea why the computer is telling me that but it's going to the right address.....the pass was shipped and arrived at the wrong address. Only 6 of the passes we have paid for arrived at the correct location over a month and a half after their order date and following SEVERAL phone calls with staff who provided incorrect ************** this same time one of our family members tore his knee and I went through Sedgwick to file a claim - 1/3/2025. We provided a doctors note after a phone call confirming a mychart would be accepted. We received no correspondence confirming our document but we received 2 auto-generated emails to refill out a form. We've sought clarification about what we could provide further. We've called 3x for info but are prevented from connecting with a claims specialist who could quickly answer our questions and resolve this. I've wasted so much time on top of a family injury - this is absolutely crushing to deal with this level of unprofessionalism.

• Initial Complaint

  Date:02/03/2025

  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 an epic pass on ***** website thinking I was paying for ski rentals. I informed epic pass membership service that it was an accident and I want to only have skiis. The website made it seem as if I were getting a skiis. I informed my epic pass membership of the error and would tell me that they cannot refund it. I informed them it was misunderstanding and as new to skiing I didn't realize it was a membership that I will never use. They would give me 6 different phone numbers to contact and not a single person was able to help. It was infuriating to say the least. They would not provide me access to anyone who would help and simply said it is out of our hands.

  Business Response

  Date: 02/06/2025

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

  We have received your complaint regarding your recent enrollment in an Epic Pass membership. You indicate that you had intended to simply book equipment rentals at Okemo Resort and that you accidentally signed up for the membership at that time. You reached out to Okemo and Vail Resort and they both advised that the membership is non-refundable and unable to be cancelled.Additionally, they provided you multiple contacts but none of them were able to assist you with cancelling your membership.
  

  We appreciate you taking the time to reach out and provide the details of your situation and your concerns. Vail Resorts is aware of your complaint, and they are truly sorry for your continued frustration. They greatly respect your position and your feedback as a valued guest.
  

  Vail absolutely understands your concerns and they regret any miscommunication which resulted in your confusion and the mistaken purchase of a membership. Although they recognize that you did not intend to enroll in their My Epic Gear program, they did confirm that the enrollment and the charges are non-refundable and unable to be cancelled. You are welcome to review the terms and conditions of this program on their website by visiting My Epic Gear |Epic Season Pass. It is explicitly indicated on this website that memberships are non-refundable and unable to be cancelled.
  

  We regret that we are unable to assist with your request to cancel your membership. However, per Vail Resorts standing policies, this is a non-refundable and non-cancellable product and program. **** assures that your feedback and your comments regarding their program has been passed along to their leadership team. They truly wish you the best and hope that you are still able to enjoy your time on the slopes at ******
  

  Sincerely,
  ******

• Initial Complaint

  Date:01/31/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 1/13/25 I lost my EPIC season ski pass on the Heavenly Mountain (during an injury where I was evacuated from the mountain, my ski pass fell from my pocket). I spent 2 days recovering from injuries and attempted to return to the mountain on 1/16/25. Until that point I did not realize the pass had been lost. When I attempted to board the gondola I was informed I had been "red flagged". I attempted to resolve onsite and was directed that the only way to resolve was to "send an email". I made multiple phone calls to EPIC, Heavenly, and also sent subsequent emails to Heavenly, EPIC, Vail Resorts, etc. Finally after 2 days I received a response that the season pass ($982 value) was revoked for the remainder of the season for fraud indicating that someone had tried to use the pass on 1/14/25. I did not use the pass on 1/14/25 and I do not know who used the pass. While I understand that I need to report it as lost, I didn't even know it was lost until 1/16/25 when I went to ski again. I have been unable to speak to anyone or receive any other responses disputing the finality of the judgement given I did absolutely nothing wrong.

  Business Response

  Date: 02/06/2025

  Hello, *** *****,
  

  We have received your complaint regarding your 24/25 Epic Pass which has been revoked due to fraudulent use at Heavenly Resort. You indicate that you were injured on the slopes and while you were being helped down the mountain, your pass fell from your pocket. Upon returning to the resort on January 16th, you were advised that your pass was deactivated and after speaking with multiple representatives at Heavenly and Vail Resorts, you were advised that your pass was being revoked for the remainder of the 24/25 season.
  

  We appreciate you taking the time to reach out and provide the details of your situation and your concerns. Vail Resorts is aware of your complaint and they are truly sorry for your continued frustration. They greatly respect your position and your feedback as a valued guest.
  

  Vail Resorts absolutely understands your concerns and they regret any inconvenience that this has caused you. While they recognize that the loss of your pass was an accident, **** did confirm that the issue regarding your pass revocation and/or reactivation does have to be addressed by Heavenly Resort directly. Only the resort directly is able to review the details of the situation and make a determination about the possibility of fraud. **** was able to determine that you can reach out to Heavenlys Pass team by sending an email to ***************************************************************** team can better direct your issue to someone higher up to review the situation further.
  

  We regret that we are unable to assist with your request to reactivate your pass at this time. Vail Resorts assures that they have passed on your additional comments from this Better Business Bureau complaint to their Heavenly Resort team. They truly wish you the best and hope that Heavenly Resort will be able to provide you with clarification and a positive outcome.
  

  Sincerely,
  ******

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22882926
  
  I am rejecting this response because: Ultimately Vail Resorts owns the Heavenly/EPIC ski pass. I contacted them as I have ALREADY reached out to ******** and they have not addressed or resolved the concern. Further, the money for the pass was paid to EPIC which is a Vail Resort company. They need to be an escalation source if they are the ones accepting money and also have ownership over Heavenly. Again, multiple attempts have been made to resolve with Heavenly who has NOT resolved. Our expectation is that the leadership team at Vail steps in and addresses the concern for their EPIC pass customer as this affects ALL ********************, not just Heavenly. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:01/20/2025

  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.

  April 1, 2024 I chatted on epic with ******* around 15:00, I stated that I had issues with seeing my daighters name ***** on the account and that I wanted to auto re-new them ******* **** myself and ****), I was assured that the agent I chatted with fixed the issue And did select to auto renew all othemn and that once their system resets . I hav screen shots of this conversations as Im sure there is a chat Trail on ur end( around April 9, 2024 it would be refelected on my account).I saw a few random charges for 49$ on April ******* and then 4/23/24 for 49$.Throughtout the off season I saw *** in my account..didnt know that anything specifically was wrong but in November 2024 I received an email that my payment didnt go thru for the auto renew., so called /vail and paid over the phone 11/27/24 3.When I called On 11/27/24, I inquired about all persons listed on the account verified that everything was in working order with season passes for 24/25 seasonI think remember going onto the app to verify and complete liability for *** and Gemma.(Who i added to this account on this conversation).Confirming everyone was then added (except for **** ***********)4We go to ski for the first time this season 1/13/25, AVAs pass isnt working.5.I go to the desk and was told no she doesnt hagve a pass.that infact she didnt have a pass last year. (Which shedid because we were there several timnes and she had a pass .)6.I then out of frustration and the inability to talk to anyone (already having my little one wait for overand hour)used one of my ***** passes (45$).I spoke with Wel (from epic customers service) at *******/**/**, who couldnt honor the previous pass price (which I would have paid for her at a 6 years old (at a cheaper rate as. early price discount for signing up for autorenewsL , when I renewed it in 2024), wel l offered for the current pirce which was significantly higher -she she was now7 and it wasnt early in the season.

  Business Response

  Date: 01/24/2025

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

  We have received your complaint which indicates that you contacted Vail Resorts in April 2024 to renew your childrens Epic Passes. You were assured that your passes would be renewed through Vails Auto Renew program and were unaware of any issues until November 2024. At that time, you realized that the Tot pass for your daughter, **** had not been renewed. You reached out to Vail Resorts once more and were, once again, assured that her pass was purchased and active but, in January 2025 you were informed that this was not correct. You purchased a lift ticket for *** to access the slopes with you on January 3rd and then contacted **** to determine what was going on with her pass. **** has only provided that her pass did not auto renew,and you would need to purchase a pass for her at the current, more expensive rate.
  

  We appreciate you taking the time to reach out and provide the details of your situation and your concerns. Vail Resorts is aware of your complaint and they are truly sorry for your continued frustration. They greatly respect your position and your feedback as a valued guest.
  

  Vail absolutely understands your frustrations and they regret the continued miscommunication which has caused any inconvenience for your family. Upon review of your account, and their records, **** does confirm that they have record of you reaching out in April regarding Avas pass and they have agreed to allow her to purchase a Tot Ohio Pass for the 24/25 season.The Tot pass costs $49 and, per email correspondence from you confirming the last four digits of the preferred payment method and your agreement to the terms and conditions, they have completed this purchase on your behalf. A receipt confirmation for the purchase has been sent to your email address on file.
  

  Although they are aware that you were obligated to use one of your own benefit tickets for *** to join you on your trip this season, they indicated that they are unable to refund the Buddy ****** that was used on January 3rd. They apologize for this inconvenience.
  

  We regret that we are unable to fully resolve your request to purchase Avas pass as well as receive a refund for the benefit ticket you used during your trip. However, we are glad that Vail Resorts was able to resolve the primary concern and purchase a pass for *** at a discounted rate. They absolutely understand your frustrations and assure that your comments and your feedback have been passed on to their leadership team. **** wishes you and your family the best and they hope that you are still able to enjoy the 24/25 winter season before it ends.
  

  Sincerely,
  ******

• Initial Complaint

  Date:01/18/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In accordance with the Vail Resort's Epic Pass Policies, Terms, and Conditions, I have provided all the paperwork, emails, and follow up communications to be compliant to receive the season pass reimbursement of $1,036.95. I have provided the reasoning on why I completed the submission form after 30 days. I have provided follow up doctor documentation for myself and my caregiver ****** ******. I have provided communication that ** and ********* are children dependents. I have emailed ******** (**** Resort's insurance carrier) numerous times. ******** phone representative had committed to providing me the benefit of the injury claim for the Epic Pass. However, they followed up that phone conversation, weeks later, stating they are not paying the benefit.Vail Resorts has not complied with the Epic Pass Policies, Terms, and Conditions because they have not paid the amount owed, ignored most of my emails, did not respond to most of my emails, the few emails that were responded were not timely, not returned my phone calls despite such promises during live phone conversations, not acted upon verbal commitments from live phone discussions, and continued to delay this claim hoping that I would give up.

  Business Response

  Date: 01/23/2025

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

  We have received your complaint regarding the refund requests that you submitted through Epic Coverage and Vail Resorts. You indicate that you have followed all the instructions and provided all necessary documentation, but you have not yet received your refund nor any additional communication regarding the status of your refund request.
  

  We appreciate you taking the time to reach out and provide the details of your situation and your concerns. Vail Resorts is aware of your complaint and they are truly sorry for your continued frustration. They greatly respect your position and your feedback as a valued guest.
  

  Vail absolutely understands your concerns. They have advised that they reached out to ******** for more information and an update on your behalf. At this time, they do not yet have an update but assure that they will pass along any information that they do receive as soon as possible. **** has asked that you keep this channel of communication open by rejecting this initial response. They will let the Better Business Bureau know once they have additional details to pass along.  
  

  We regret that we are unable to assist with your request for a refund immediately. However, we are confident that Vail Resorts will continue to follow up with ******** until they get additional information and an update regarding your refund request. They thank you for your patience and look forward to helping you resolve your concerns.
  

  Sincerely,
  ******

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22830656
  
  I am rejecting this response because:

  The response states that Vail Resorts will revert once they have more information.  The current response was just a communication that states "we are working on it".  Therefore, I don't want to "Accept" it because this case is not resolved yet.  Thank you.
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:01/18/2025

  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.

  Trip to ******************************** was 12/31/24-1/5/25. During the ill-managed ski patroller strike.Paid the business $4,814.32 for lodging, lift tickets. and rentals.The business committed to providing a ski patrol opened and protected mountain. They failed to do so do to mismanagement and poor planning.The dispute is breach of contract.The business has offered a token could hundred dollar credit towards purchasing ski passes for next year. Besides what we spent with Vail we had to spend : $748.83 for lift tickets for 2 days due to the lack of safety/usability at ********* Mountain.

  Business Response

  Date: 01/22/2025

  Hello, *** ****,
  

  We have received your complaint regarding your recent experience at ********************************. You travelled to the resort during the ski patroller strike which affected the length of lift lines and crowded runs. You believe that **** did not provide the service they had indicated they would and you are seeking a refund for your lift tickets. You are aware of the credits that Vail Resorts is offering to guests affected by the strike but do not want credits as compensation.
  

  We appreciate you taking the time to reach out and provide the details of your situation and your concerns. Vail Resorts is aware of your complaint and they are truly sorry for your continued frustration. They greatly respect your position and your feedback as a valued guest.
  

  Vail Resorts absolutely understands your position and they regret that your trip was negatively affected over the holiday period. They recognize the impact that this caused and they also understand your request for a refund. However, they did confirm that Epic Pass products are non-refundable unless a refund is approved through Epic Coverage. They have provided the following statement regarding their decision to offer credits:
  

  "Thank you for reaching out to share your feedback on the ********* Mountain credits.  
  
  I want to reiterate that we sincerely apologize that the strike impacted your experience, and that we do not take lightly whenever we fall short of delivering a great experience at ********* Mountain.  
  
  Our Pass products are non-refundable, except through the terms and conditions of Epic Coverage, as they are highly discounted products and offer access to our resorts all season long.?Park City Mountain remained open during this time and our Pass Holders have the majority of the 2024/25 winter season ahead of them to use their pass (or any unused days on their Epic Day Pass) both at ********* Mountain and our other mountain resorts.? 
  
  That said, we are committed to addressing our Pass Holders on-mountain experience, so we are providing credits to all Pass Holders who skied or snowboarded at ********* Mountain between December 27, 2024-January 8, 2025 to use toward a Pass for next season.  
  
  Thank you for your understanding.
  
  We regret that we are unable to assist with your request for compensation in the form of a refund. However, we are confident that Vail Resorts is continuing to review the feedback that they have received and they will be in touch with details regarding any credits your family is eligible for. They thank you for your patience as they continue to work on resolving guest requests.

  Sincerely,
  ******

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22830524
  
  I am rejecting this response because:
  They did not plan adequately to prevent and during the strike. That lack of planning severely impacted our trip
  -They should have not let the labor issue get to December unresolved.
  -If they  were going to let the labor issue get to December, you should have had a more sound plan to keep the mountain adequately open.
  -They did not disclose the ongoing labor issue when we purchased or lodging for **********
  

  The mountain may have technically been open but it was not open enough for the crowds due to your mismanagement of the strike.
  

  Your credit approach is flawed as it does not adequately compensate guests for the damages.  It also ignores those of us that chose to skip a ski day at ********* do to terrible experiences during early portions of our trip

  Two attached articles cite Vail resorts management missteps and impacts on the lift lines and the amount of the mountain that was open.
  
  
  Sincerely,
  
  **** ****