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:09/26/2022

  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 4/18/22 I paid $98 deposit for 2 season passes for my husband and myself. On 5/19/22 they charged me another $98. When I called to ask why I was charged again they stated that it was for my son and daughters pass. They said they were on auto renew which they were not but I told them if they are on auto renew take them off. They stated that they would take them off auto renew but would not issue a credit and that I need to take it up with my credit card company. Then on 9/14/22 I called again to find out what the balance due would be as I did not want to be charged for 4 passes I only want 2 passes. The gentleman I spoke to told me that I would be charged $930 and the very next day my credit card was charged $1860. There was Never any receipt or documentation from **** stating I was billed or would be billed. Of course when I filed a dispute with my credit card company **** send documentation to the credit card company. I have checked my trash and all my saved emails and there is no communication supporting any of this. I did receive an email recently 9/22/22 from snow.com with a bogus order confirmation for 4 passes. The date of purchase on the confirmation was 9/12/22 when I spoke to someone at **** on 9/14/22 he assured me I would only be billed for 2 passes and the very next day 9/15/22 my credit card was charged $1860. So according to the Confirmation they had already billed me on Sept 12 and on my conversation they lied saying I would only be billed $930. So clearly **** has trained its employee's to lie to the customers. Then when you call back they are trained to say I am very sorry this is happening to you or I understand your frustration. This company is cheating thousands of people out of hundreds of thousands of dollars and no one is doing anything about it! They are lying when they say they sent an email because I looked through saved and trashed emails and there is no communication about auto-renew or billing or anything.

  Business Response

  Date: 10/04/2022

  Hello ***************,
  
  We have received your complaint which states that you manually purchased Epic passes for the 22/23 season for yourself and for your husband in April. You were then charged deposits for additional passes on May 19th and when you spoke with **** Resorts you were told that these deposits were for passes that were automatically renewed for your children.**** informed you that your children were enrolled in their Auto Renew program and you requested that they be removed; **** confirmed they were removed but also advised that they would not refund the deposits or be able to cancel the passes for the 22/23 season. Prior to the charge of their remaining balances,you contacted **** again to confirm what the total amount would be and they advised that you would be charged $930 but, you discovered that you were actually charged $1860. You did not receive a receipt or any confirmation of charges from **** and you were provided incorrect information by ***** team upon speaking with them directly. You are requesting a refund of the passes incorrectly purchased for your children as you claim that you did not receive any prior communication or information before charges were processed.
  
  We appreciate you taking the time to reach out and express your concerns and provide your feedback. **** Resorts is aware of your complaint and they apologize for your frustrations. Your comments and your criticism are greatly valued and respected.
  
  You indicated that you were not aware of the automatic renewals of your childrens passes despite **** stating that email reminders were sent prior to Auto Renew deposits being made. **** is aware that some guests reported they did not receive email communications prior to initial deposit charges in May. Due to these reports, **** requested confirmation of all emails sent to guests enrolled in the Auto Renew program from their marketing team.They reviewed these confirmations and verified that email reminders were sent to the email address on file, ************************** The initial email reminder was sent on March 24th, 2022.
  
  These email reminders included a list of guests that were enrolled in Auto Renew, the type of pass that was assigned to each guest, and they included contact information for anyone who wished to cancel their Auto Renew before the deadline. The cancellation deadline for the 22/23 season was May 15th and without receiving communication prior to this date,**** cannot cancel the renewal of any pass products. Once a deposit is made,Epic passes are non-refundable except as set forth in the Epic Coverage terms and conditions.
  
  **** also understands that there was confusion regarding the full balance which would be billed to you for all four passes. They are sincerely sorry for any miscommunication. After review, they advised that the balance for the two passes, for your children, was a total of $930. However, as you had only paid deposits for the passes for yourself and your husband when you initially purchased them in April, the remaining balance for those passes were also charged on 9/15. The total for those passes was also $930 which brought the entire total for all four to $1,860. Again, **** apologizes for the confusion and they assured that they have sent a copy of the receipt to your email as well.
  
  Although **** cannot cancel the passes for your children, as we previously indicated, all Epic pass products purchased for the 22/23 season include Epic Coverage. The Epic Coverage policy covers qualifying personal events (e.g. job loss, injury, illness, etc.). You are welcome to review the Epic Coverage terms and conditions on epicpass.com and if you determine that your children have a qualifying personal event, you can submit their refund requests by calling ************** or by visiting https://intake.sedgwick.com/u/****.
  
  We do regret that we are unable to assist with your request to refund the passes mistakenly renewed for your children. Per Vails standing policies, Epic pass products are non-refundable unless approved through Epic Coverage. **** sincerely appreciates your criticism and they assure that they will reflect upon your comments while they work to improve their current policies and procedures. If you do choose to pursue a refund through Epic Coverage, we hope that it works out to a positive outcome for you and your family.
  
  Sincerely,
  ******

• Initial Complaint

  Date:09/26/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a long-time season pass holder with auto-renew on my account for myself and my two daughters. Knowing my daughters would no longer be needing season passes I deleted them from my account on April 2, 2022, well in advance of ********** stated deadline of May 17th for removing names for auto-renew.Without my authorization **** renewed their season passes anyway and said I had authorized it despite there being NO OBVIOUS INFORMATION that deleting them from my account would not delete them from auto-renew. This is at a minimum egregiously poor business practice and obviously intentionally deceitful and potentially criminal.I am looking for your assistance in rectifying this situation prior to taking it to small claims court which I am happy to do if necessary.I want **** to refund me $1,252 for the two passes ($49x2 charged to my AMEX on May 19th and $577x2 charged on Sept 15th.). Note that I am not asking for a refund on my season pass as that purchase was intended and authorized.It is also valuable to note that had my daughters not notified me of these charges I would not have known about them because **** sent the order confirmations to my daughters, not to me - the card holder. Again, intentionally deceitful.I can be reached at ************.Thank you.Sincerely, *********************

  Business Response

  Date: 09/29/2022

  Hello Mr. ***************** have received your complaint which states that you and your two daughters are Epic pass holders who previously enrolled in the Auto Renew program. Your daughters will not be using passes for the 22/23 season and you removed them from your Epic account believing that would separate them and remove them from the Auto Renew program. Unfortunately, removing them from your account did not remove them from Auto Renew and you have been charged for their passes. You claim there is no obvious information regarding the process to cancel Auto Renew and you were unaware that removing them would not cancel the renewal of their passes. You are requesting a refund of their passes based on this misinformation and based on the fact that you did not receive any email notifications regarding the renewal of their passes either.
  
  We appreciate you taking the time to reach out and express your concerns regarding Epic pass and their Auto Renew program. **** Resorts is aware of your complaint and they truly apologize for any confusion and for your ongoing frustration. Your feedback is greatly valued and they respect your position as a loyal Epic pass-holder.
  
  **** understands that you did not intend to renew passes for your daughters, *** and ****. They also understand that you separated them from your account in order to cancel the renewal of their passes. However, as you have been advised, simply removing guests from an Epic account does not remove them from all Epic pass programs. They are sorry that this was not clearly indicated but they were able to provide that information regarding the process to cancel Auto Renew is published on their website. Per this information, in order to cancel Auto Renew for the 22/23 season, guests were able to call **** Resorts or send an email prior to May 15th, 2022. **** also indicated that this information is included in the email communications sent prior to the initial deposit charge made in May.
  
  You stated that you have not received any communication regarding their passes despite being the card holder that was charged. Again,**** apologizes for this confusion. Email reminders and notifications are sent to the primary account holder and/or the head of household. Upon review of the accounts for yourself, ***, and ****, **** was able to confirm that they were removed in April 2022. Initial email reminders for Auto Renew charges, which also included contact information for guests wishing to cancel for the 22/23 season, were sent beginning in March. **** also confirmed that email reminders were sent to the email indicated on your account, ******************* your daughters were no longer linked to your account when remaining balances were charged, the receipts were sent to them directly.
  
  We do regret that we are unable to assist with your request for a refund of the unnecessary passes. Per Vails standing policies, which are available to the public on their website, Epic passes are non-refundable once a deposit has been made. The deadline to cancel Auto Renew for the 22/23 season is non-negotiable and they cannot make exceptions. Although **** cannot cancel their passes, they did include Epic Coverage with all passes at no additional cost. The Epic Coverage policy provides coverage for qualifying personal events (e.g. job loss, injury, illness, etc.). You are welcome to the review the terms and conditions of this policy on epicpass.com to determine whether your daughters may have an eligible event. If you believe they qualify, you are able to submit your refund request by calling ************** or by visiting https://intake.sedgwick.com/u/****.
  
  As we previously stated, **** is very appreciative of your feedback regarding their Auto Renew program and email communication. They are always reviewing their standing policies and procedures and they will absolutely revisit your comments while working with their marketing team to ensure information is clearly provided in all email notifications. If you do choose to pursue refunds through Epic Coverage, **** hopes that it works out a positive outcome for you and for your family.
  
  Sincerely,
  ******

• Initial Complaint

  Date:09/24/2022

  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.

  **** resorts stole my money. **** enrolled me in auto renew without my authorization. I reached out to **** to specifically request that my account with three passes to be taken off the season pass auto renew. **** deceptively only removed my personal pass off of the auto renew and not the other two passes on my account. I was charged illegally as all these passes were under a single account and **** did not process my request.

  Business Response

  Date: 09/27/2022

  Hello ******************,
  
  We have received your complaint which states that you were enrolled in Wail Resorts Auto Renew program without your approval. You reached out to **** to cancel the auto renewal of your familys Epic passes prior to the cancellation deadline. **** removed you from Auto Renew but did not remove your children and you were charged for their 22/23 Epic passes. You are requesting a refund of these passes that you did not authorize the renewal of.
  
  We appreciate you taking the time to reach out and to detail your request. **** Resorts is aware of your complaint and they apologize for your frustrations and any confusion. Your comments and your position as previous Epic pass holders are greatly respected and valued.
  
  **** also greatly appreciates you providing copies of your previous communication regarding your request to cancel Auto Renew. They are truly sorry that they did not take the time to clarify whether you were requesting to cancel Auto Renew for all members on your account or just for yourself. After review of the emails you included in your complaint, **** has approved a refund of the passes that were renewed for ********** and *****. A refund of $650 has been issued to the credit card ending in **** and a receipt confirming this refund has been sent to your email address.
  
  **** also confirmed that ********** and ***** have been removed from Auto Renew for all future seasons. None of the household members associated with your Epic account are enrolled in Auto Renew as of September 25th,2022.
  
  Again, **** is truly sorry for the miscommunication on their part and the frustration it has caused you and your family. We are glad that **** was able to resolve their mistake and that they were able to provide a positive outcome for you and for your family. They hope to get the chance to provide a better experience for your family in the future and they wish you the best as you move forward.
  
  Sincerely,
  ******

• Initial Complaint

  Date:09/24/2022

  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.

  I was injured on a ski slope owned by **** Resorts and had my season passes on auto renew. Because I was recovering from a major surgery due to the injury on the ski slope I did not realize that the pass would auto renew and have asked to have the pass canceled for myself and my partner given the injury. I was just charged for my partners pass while our account is still being reviewed. I also think it is unfair that you cannot cancel the pass before the start of the season given the circumstances.

  Business Response

  Date: 09/27/2022

  Hello **************,
  
  We have received your complaint which states that you purchased Epic passes for the 21/22 season and that unfortunately, you were injured while on the slopes. Due to this injury, you did not intend to purchase passes for the coming 22/23 season but you were unaware that they were enrolled in Vails Auto Renew program and that you would be automatically charged despite your injury. You have since submitted a refund request for you and for your partner; your request has been approved however,your partners request was denied and you have been charged in full for the renewal of their pass which they will not use. You feel that you should be able to cancel the pass, easily, as the season has not yet started.
  
  We appreciate you taking the time to express your concerns. **** Resorts is aware of your complaint and they apologize for any confusion which has added to your ongoing frustration. They certainly understand and respect your position regarding your refund request.
  
  After review of your account, **** was able to advise that Auto Renew was enabled online at the time that passes were purchased for the 20/21 season. They also advised that currently Auto Renew is still enabled for yourself and for *************************; if you would like to cancel Auto Renew for future seasons please reach out to **** directly to ensure this is processed as soon as possible.
  
  **** did contact their partners at Sedgwick, who are responsible for handling and processing all Epic Coverage refund requests. ******** informed them that they are still awaiting documentation to support **** refund request. Despite his request being closed and denied, they would be willing to reopen and review his request further once they receive the necessary documentation supporting his request due to injury.******** asks that you contact them by calling ************** or through email in order to re-open his case, they will advise what type of information they need in order to review his request.
  
  **** Resorts certainly understands your frustrations and they are truly sorry for the challenges you are facing while still recovering from your injuries. Regrettably, Epic passes are non-refundable once a deposit has been charged unless a refund is approved through Epic Coverage. We are confident that ******** will be able to provide more information and we hope that they will be able to resolve Bens request with a positive outcome.
  
  Sincerely,
  ******

• Initial Complaint

  Date:09/16/2022

  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.

  We have been purchasing epic season ski passes from **** for the last few years on a season to season basis; never enrolling in their "auto-renew" program - we can't always anticipate our financial situation and we like to gauge the season's snowfall before deciding. **** and their epic pass system charged our account $1430 on September 16 2022for X3 "Tahoe local passes" X2 adults and one child (9yrs old). Upon seeing the charges, I began researching to see who/how this payment was authorized. I asked my wife if she authorized payment; she has been locked out of her account for the last year and could not have authorized it. I logged into my epic account; It shows we are NOT enrolled in their "auto-renew" program; our order history shows a payment in April 2022 authorizing a $50 downpayment for each of the passes - $150 total, which I found odd as my wife does not have access to the account. I called their customer service line which routed to a call center overseas; I spoke to two different people, the first was not helpful, and referred me to this number ************. The second person initially said the transaction for $1430 was wrong and we should receive a refund, I asked her about the $150, bringing the total refund to $1580, as neither the down nor the subsequent $1430 were authorized. Her tune changed immediately and said, "someone had to of gone online and authorize the charge of the downpayment, and their non-refundable policy stood". I informed her that my wife has been locked out of her account and to please check the log-in history to prove she could not have authorized the payment. She said she did not have access to her log-in history. I asked to speak to a manager; her response "no refund will be given and the managers won't speak to you". I asked how can I escalate, this is not right! we never authorized any transactions. She replied... "Call back maybe someone else will give you a different answer!"

  Business Response

  Date: 09/19/2022

  Hello ******************,
  
  We have received our complaint which states that you and your family have been charged for five Epic passes for the 22/23 season. You state that you never authorized the purchase of these passes and that you have not had access to your Epic pass account for over a year. You have been in touch with **** Resorts to request that these passes be cancelled and refunded and they advised that they cannot cancel these passes or refund them. You have requested that your situation be elevated to a manager for review but were then told that they are unable to do so and again, that they cannot refund these passes despite your claim that they were purchased fraudulently.
  
  We appreciate you taking the time to reach out to and express your concerns. **** Resorts is aware of your complaint and they truly apologize for your frustrations and for any confusion.Your feedback is greatly valued and they respect your position.
  
  Upon reviewing your account,**** confirmed that three passes were manually purchased via their website,epicpass.com, on April 12th. While they understand that you state these passes were not purchased by you or by your family and that you believe a different guest managed to access your account fraudulently, based on the information that is available to **** Resorts, they have no indication of fraud on their end. Per their pass purchase policy, Epic passes are non-refundable once a deposit has been paid. Without any verification of a fraudulent charge,they cannot cancel these passes or refund either credit cards which were used to purchase the passes. They welcome you to contact your bank to dispute these charges as fraudulent if you would like.
  
  They absolutely understand and respect your concerns and your position. However, per their standing policies and without verification of fraudulent charges, **** Resorts cannot cancel the passes purchased for the 22/23 season. They would like to emphasize that all pass products include Epic Coverage. The Epic Coverage policy covers qualifying personal events (e.g.?job loss, illness, injury, etc.). A detailed list of qualifying events is published on epicpass.com. If you review these terms and conditions,and determine that you do have a qualifying event, you are able to submit a refund request by calling ************** or by visiting: https://intake.sedgwick.com/u/****.
  
  We regret that we are unable to assist with your request to cancel your familys passes. However, per Vails policies and without verification of any fraudulent charges, **** Resort cannot cancel or refund and charges for the current season. They sincerely do value your feedback and assure that they constantly work on reviewing their current policies and procedures in order to provide the best experience for all their guests. They are sorry for the ongoing difficulties your family is facing and they hope that your bank will be able to provide more information that they are unable to provide.
  
  Sincerely,
  ******

• Initial Complaint

  Date:09/16/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an Epic Pass for the 2021/2022 ski season in September 2021. I ended up not using it and did not plan to purchase another one for the 2022/2023 ski season. In May 2022, my credit card was charged a $49 deposit for the 2022/2023 ski season. I immediately called and emailed **** to figure out what had happened. I was told that I had auto renew on my account, and that the cancellation date had passed and I was locked in for a $792 2022/2023 season pass. They claimed I had received multiple email notifications that this would be happening. However, this wasn't the case. They were using the wrong email address (somehow emailing my father who has a similar email address) so I had no idea this was coming. In September 2022 I was charged $792 for the remaining balance, so I again began the painful process of explaining my situation to multiple customer service agents who kept "escalating" me to someone else who said the same thing - that there was nothing they could do and that I should dispute the charge with my bank. My bank similarly referred me back to **** because and agrees they should be giving me a refund. Per ************ Auto Renewal Law (see BPC *****): "Businesses must provide a notice (i.e. an email or letter to the consumer stating that the automatic renewal will automatically renew) that clearly and conspicuously discloses (a) the renewal will occur." **** did not do not this. It is egregiously bad business practice and in violation of multiple very clear laws. They of course have the power to give me the refund I am due, but are refusing to do so.

  Business Response

  Date: 09/22/2022

  Hello ****************,
  
  We have received your complaint which states that you originally purchased an Epic pass for the 21/22 season which you were unable to use. You did not intend to purchase a pass for the coming 22/23 season however,you discovered that you were charged a deposit of $49 in May 2022 by **** Resorts. You reached out to them shortly after to cancel this pass but were informed that you could not cancel and that you would be charged for the full balance in September. They advised that they sent email reminders prior to the charge of this deposit but they sent these emails to your fathers email address instead of yours. Due to this error, you were never alerted of your enrollment in their Auto Renew program nor were you provided the chance to cancel before the deadline specified by ****. You are requesting a refund of this pass due to communication error.
  
  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 your frustrations. Your feedback is greatly valued and **** sincerely respects your position.
  
  As you are aware, the Auto Renew program is available to all Epic pass-holders and is able to be enabled at the time guests purchase a pass product or at any point throughout the season prior to the charge of the initial deposit. After review of your account, **** confirmed that Auto Renew was enabled through epicpass.com at the time that you purchased your 21/22 Epic pass. At the time that guests purchase a pass product, they do agree to the pass purchase policy which states that passes are non-refundable once a deposit has been made and/or the pass has been purchased.
  
  This policy also includes a section about Auto Renew which states that guests must provide a valid email address for communication regarding their Epic pass. Upon their review of your account, **** determined that you are listed a family member under your father, ***************************. They also advised that emails and reminders are sent to the head of house, in this case your father, regarding all pass holders and passes associated with their account and household. As you indicated, they did send these email reminders to your fathers email, as the head of house, which does uphold any requirements to provide communication prior to the initial deposit charge being made. They are sorry for any confusion regarding their communication methods.
  
  Although they cannot cancel your pass, as they did not receive your request to cancel Auto Renew prior to the deadline to cancel, **** did include Epic Coverage with all passes purchased or renewed for the 22/23 season. The Epic Coverage policy covers qualifying personal events (e.g. job loss, illness, injury, etc.). A detailed list of qualifying events is included in the Epic Coverage terms and conditions which are available on epicpass.com as is the pass purchase policy. If you believe that you have a refund eligible event, you can submit your request by calling ************** or by visiting https://intake.sedgwick.com/u/****.
  
  We regret that we are unable to assist with your request for a refund. However, per Vails standing policies, and based on confirmation that email communication was sent to the main account holder, your Epic pass is unable to be cancelled outside of an approved Epic Coverage request. **** truly does respect your position and they have confirmed that you have been removed from the Auto Renew program for all future seasons.They also assure that they are continuously reviewing their standing policies and procedures in order to provide the best experience for their guests. Your feedback about their current email communications will be elevated to their leadership. Although we are unable to assist you, if you choose to pursue a refund through Epic Coverage, we hope that it works out to a positive outcome.
  
  Sincerely,
  ******

  Customer Answer

  Date: 09/22/2022

   
  Complaint: 18036165
  
  I am rejecting this response because: no where in the policy does it mention anything about emailing the head of household. Further - that doesn't even make sense. I purchased the original pass for myself, with my face on it, sent to my address, with all communication ever since sent correctly to my personal email address which is listed on my profile. My father's email has nothing to do with me as a customer purchasing an ********************** for myself. Clearly, because he shares the same name as me, this was sent incorrectly to him. You're trying to get out of it with a very flimsy argument that makes very little sense. The fact that my family skied at a vail resort 7 years ago has nothing to do with my personal purchasing of a pass under my own email and credit card and face and address. I simply cannot believe **** is willing to fight this hard - clearly a mistake was made and it would be very easy to apologize and send me a refund. Instead your corporation decides to use a false argument to continue to treat customers poorly. I will continue to fight this both here, with my bank, on social media, and via written media (if not fixed I'll just forward our correspondence to the **** WSJ, etc.). I'm sure this will be a great example story for the ongoing coverage of the FTC's efforts to crack down on businesses using shady and tricky practices to trap consumers into paying against their will. This will be a great example. 

  Or you could just do the right thing and give me my money back. I'll still never ski at a Vail resort and will recommend friends and family do the same, but will consider this matter closed. 

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

• Initial Complaint

  Date:09/13/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** issues Epic pass, and we purchased Epic pass for past two years. This year we decided not to purchase the passes for the family. However, in June, we noticed the family has been charged $49 per person for down payment, and another $1700 will be charged for rest of the passes. The reason was last year we accidently selected AUTO Renew, and **** says the Auto Renew can only be cancelled by May 15, although the passes won't be used until Nov or later. Same passes can still be purchased until Nov season starts. I have contacted with **** several times, but each time the customer service says they are not responsible for pass cancelation and refund, none of them have any authority, and provided another phone number for a third party company not affiliated with **** to deal with refund. After i contact this third-party company, they said they are not responsible for dealing with cancellation in this situation. Then i called back to **** and same information was given.This is very mal practice **** is doing, purposely not to handle any refund request from customers for unintended autorenew was selected. So I want to file the complaint and seek a resolution with **** for refund.

  Business Response

  Date: 09/16/2022

  Hello ********,
  
  We have received your complaint which states that you have been an Epic pass-holder for the past two years but have decided not to purchase passes for the 22/23 season. Despite not planning to use passes, you have been charged a deposit for four Epic pass products and you have also been advised that the remaining balance for these passes is set to be charged within the month. After speaking with **** Resorts, you discovered that you mistakenly enrolled in their Auto Renew program and that you could not cancel these passes despite requesting to do so before the winter season officially begins. They also indicated that you would need to contact their partner company to request a refund but, upon speaking with that partner company, you have now been sent back and forth between both companies without being able to contact anyone to assist with your request.
  
  We appreciate you taking the time to reach out and to express your concerns. **** Resorts is aware of your complaint and they are sorry for your ongoing frustrations and for any confusion. Your time and your feedback is greatly valued and they truly do respect your position.
  
  The Auto Renew program is available to all Epic pass-holders and guests have the ability to enroll in the program either online at the time they purchase their pass, over the phone if they purchase their pass with the assistance of a **** Resorts agent, and at any point throughout the season prior to the charge of the initial deposit. **** is truly sorry if there was any confusion regarding your enrollment in their Auto Renew program however,they were able to confirm that Auto Renew was enabled via their website, at the time that you purchased your 21/22 Epic passes. They also confirmed that email reminders, sent both 60 and 30 days in advance of the deposit charge, were sent to the email address on your account; that email address is ********************* These reminders indicated the guests enrolled in Auto Renew, the date that the initial deposit would be charged, and provided contact information for guests who wished to cancel prior to the cancellation deadline.
  
  As you are aware, the deadline to cancel Auto Renew for the 22/23 season was May 15th. This date was published on epicpass.com and included in the Auto Renew policy which was agreed to at the time Auto Renew was enabled. Additionally, once a deposit is charged, Epic pass products are non-refundable. This is addressed in the pass purchase policy, and Auto Renew policy, which can both be reviewed by visiting https://www.epicpass.com/policies?tc_1=2.
  
  Although **** is unable to cancel passes, they did include Epic Coverage with all pass products purchased or 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. illness, injury, job loss, etc.).A detailed list of qualifying events is included in the Epic Coverage terms and conditions which are also published on epicpass.com. In order to submit a refund request, guests can contact Vails partner company, ********, by calling ************** or by submitting a form at ?https://intake.sedgwick.com/u/****.However, as you were advised by ********, Auto Renew and any request to cancel Auto Renew after the deadline are not considered qualifying events.
  
  **** is truly sorry for any confusion and they apologize for any miscommunication which has caused you to bounce back and forth between them and ********. We regret that we cannot assist with your request to cancel your passes however, per Vails standing policies, Epic passes are non-refundable unless a refund is approved through Epic Coverage. These policies and the Auto Renew opt-out deadline are non-negotiable. **** welcomes you to review the Epic Coverage terms and conditions again to confirm whether you may have a qualifying personal event.If you do choose to pursue a refund through Epic Coverage, we hope that it works out to a positive outcome for you and for your family.
  
  Sincerely,
  ******

• Initial Complaint

  Date:09/13/2022

  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.

  **** resort charged me $460 for autorenewal of my lift ticket for 22/23 season and refused to refund. I have a sick family member overseas and cannot come to the resort this season. Also they don't have an easy option to cancel autorenewal. I want to refund.

  Business Response

  Date: 09/16/2022

  Hello **************,
  
  We have received your complaint which states that you have been charged for an Epic pass through the Auto Renew program for the 22/23 season that you cannot use. You have contacted **** Resorts and they have advised that they cannot cancel your pass. You also claim that there is no easy way to cancel the Auto Renewal of Epic pass products and you are still requesting a refund of your pass.
  
  We appreciate you taking the time to reach out and to express your concerns. **** Resorts is aware of your complaint and they are sorry for your frustrations. They greatly value and respect your feedback and your position.
  
  **** Resorts was able to confirm your enrollment in their Auto Renew program. They also confirmed that email reminders were sent to the email address on file; that email address is ************************ These email reminders were sent both 60 and 30 days in advance of the initial deposit charges being made on May 17th, 2022. They included the name of each guest on your account enrolled in Auto Renew, the date that the initial deposit would be charged, and they provided contact information for guests that wished to cancel prior to the deadline. As you may know, the deadline to cancel Auto Renew for the 22/23 season was May 15th. Unfortunately, because **** did not receive your request to cancel prior to that date, they cannot refund the deposits nor the remaining balances for your Epic passes.
  
  Once a deposit is charged,Epic pass products are non-refundable. This is addressed in the pass purchase policy which is presented and acknowledged at the time guests purchase their pass product. **** advised that guests must agree to these terms and conditions in order to complete their purchase. You are welcome to review this policy, as well as the Auto Renew policy for your records by visiting https://www.epicpass.com/policies?tc_1=2.
  
  Although **** cannot cancel or refund your familys 22/23 passes, they did include Epic Coverage with all pass purchased or renewed. The Epic Coverage policy is included at no additional cost and provides coverage for qualifying personal events (e.g. job loss,injury, illness, etc.). A detailed list of qualifying events is included in the Epic Coverage terms and conditions which are published on epicpass.com. You are welcome to review this policy and, if you feel that you do have a qualifying event, you can submit your refund request by calling ************** or by submitting a form at ?https://intake.sedgwick.com/u/****.
  
  **** Resorts truly does apologize for your frustrations and we regret that we are unable to assist with your request to cancel and refund the passes that have been renewed for the 22/23 season. Unfortunately, per Vails standing policies, Epic pass products are non-refundable except as set forth in the Epic Coverage terms and conditions.**** urges you to review these terms to determine whether you may have an eligible event. If you do choose to pursue a refund through Epic Coverage, we hope that it works out to a positive outcome for you and for your family.
  
  Sincerely,
  ******

• Initial Complaint

  Date:09/09/2022

  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.

  **** company has dishonest policies regarding auto-renewals. I purchased 5 season passes for my family members last ski season, and am being charged for this season's pass on the basis that these passes were based on an auto-renewal I have no recollection of ever signing up for. This April, I did buy two local passes for my husband and me, and did receive a receipt. I also received the passes in the mail. But the other three passes, I never renewed as I knew my other family members would be unable to ski since they are no longer living in Utah. More importantly, I was given no notice leading up to the transaction of these three other passes but was charged. I have no record of receiving an invoice or transaction record when these charges were made. This is explicitly in violation of their stated policy which indicates they would provide notice both 30 and 60 days before charging the deposit. Since I do not see these notices in my records, I have asked for documentation from the company indicating that a) I signed up for this auto-renewal and b) that these notifications were sent to my email address. Despite multiple attempts, I have received no proof from the company, nor any attempt at resolution. This is an unacceptable outcome and I do not wish to be charged for this service that I never intended to purchase and will not use.

  Business Response

  Date: 09/13/2022

  Hello ***************,
  
  We have received your complaint which states that you purchased five Epic passes for the 21/22 season for yourself and your family. Somehow you were enrolled in **** Resorts Auto Renew program and all five passes were renewed for the 22/23 season. You were unaware that you were enrolled in this program and did not intend to renew all the passes.Additionally, you were not warned of the auto renewal of these passes prior to when the initial charge was made. Per Vails policy, they state that they will provide communication at least 30 days prior to the initial renewal charge and you are unable to find any record of this communication being provided to you.You are requesting verification of any communication alerting you of these charges and providing you the chance to cancel the renewal as you do not want the additional passes and do not intend to use them.
  
  We appreciate you taking the time to reach out and to provide a detailed explanation of your concerns. **** Resorts is aware of your complaint and they are truly sorry for any confusion regarding their Auto Renew program and for your frustration. Your feedback and your perspective as an Epic pass-holder are greatly valued and respected.
  
  After reviewing your account, **** was able to advise that it appears Auto Renew was enabled and opted into when you purchased your passes for the 21/22 season, on May 31st, 2021. They also provided that Auto Renew can be enabled at the time guests purchase a pass product and at any time throughout the season. Auto Renew is also presented as an option both when purchasing a pass online through epicpass.com or over the phone. While they certainly understand that you may not have intended to enroll in the program, based on the information provided in their records, it does show that Auto Renew was enabled while purchasing passes online.
  
  You also stated that you did not receive any form of reminders or communication prior to the actual deposit charge being processed. **** did confer with their marketing team and they were able to verify that an email reminder was sent on March 24th to the email address on your Epic pass account; that email address is ************************ This email included the date that deposits would be charged and provided contact information or guests who wished to cancel the auto renewal of their pass within the cancellation time frame. **** is aware that some guests reported that email reminders went unnoticed because they were sent to either a junk or spam folder and they apologize if this resulted in any confusion. However, the final date to cancel Auto Renew for the 22/23 season was May 15th, 2022 as was indicated in the confirmed email reminders as well as on epicpass.com.
  
  This deadline is non-negotiable and **** is unable to make any exceptions. They did state that they have included Epic Coverage with every pass product purchased and/or renewed for the 22/23 season. The Epic Coverage policy is free and covers qualifying personal events (e.g. job loss, illness, injury, etc.).  You are welcome to review the Epic Coverage terms and conditions, including a detailed list of qualifying events, by visiting https://www.epicpass.com/policies.If you would like to request a refund, and do have a qualifying 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 cannot assist with your request to cancel and refund your additional passes. As we stated, the opt out deadline and ***** standing policies are non-negotiable. **** is truly sorry for the confusion and for your frustrations and they assure that they are always working to improve their policies and procedures to provide the best experience for their guests. Your feedback is greatly valued and respected. If you do choose to pursue refunds through Epic Coverage, we hope that it works out a positive outcome for you and your family.
  
  Sincerely,
  ******

• Initial Complaint

  Date:09/08/2022

  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.

  We purchased 3 four day passes for our ski vacation. The mountain at Northstar was completely shut down at the end of our vacation on 12/26/21 and 12/27/21, making it impossible to use the fourth day for all 3 people. We are seeking a refund or credit for 3 one day passes, which is the equivalent of $229.99

  Business Response

  Date: 09/09/2022

  Hello ************,
  
  We have received your complaint which states that you purchased three Epic 4-day passes for your family during the 21/22 winter season. Unfortunately, due to a closure of Northstar ski resort toward the end of your trip, your family was unable to use those passes in full. As one day went unused on each pass, you are requesting a refund of $229.99 for those unused days.
  
  We appreciate you taking the time to reach out and to detail your request. **** Resorts is aware of your complaint and they apologize for any frustrations. They respect your position and greatly value you and your family as Epic guests.
  
  **** is very sorry to hear that you were unable to use your passes in full. Over the dates you indicated, December **** and ****, **** is aware that weather conditions affected their Tahoe resorts resulting in shutting down lifts and the resorts. They also understand that you purchased your passes with the intention of using them over these specific dates. However, per their pass purchase policy, Epic pass products are non-refundable except as set forth in the Epic Coverage terms and conditions.
  
  Epic Coverage was included with all pass products purchased for the 21/22 season, at no additional cost. This policy provides coverage for qualifying personal and or resort events which are detailed in the terms and conditions. These terms and conditions were published on epicpass.com at the start of the 21/22 season and accessible to all guests. Unfortunately,weather related, daily closures are not covered under this policy. You are welcome to review the Epic Coverage policy for your records by visiting https://www.epicpass.com/policies.aspx?tc_1=1.
  
  As we previously advised, Epic pass products are non-refundable outside of Epic Coverage. Additionally, they are non-transferable to another guest nor another season. These issues are addressed in the pass purchase policy which is presented and acknowledged at the time guests purchase a pass product. **** did confirm that guests are unable to complete their purchase without agreeing to this policy.
  
  **** Resorts is truly sorry that your 21/22 ski trip was cut short due to a closure at Northstar resort. We regret that we cannot assist with your request for a refund and/or credit of your unused days but, per Vails standing policies, Epic pass products are non-refundable. **** assures that they are always working on improving their policies and procedures and any feedback provided by their gests is invaluable as they actively continue this process. **** apologizes for any additional frustration this may cause and they wish you and your family all the best as you continue on.
  
  Sincerely,
  ******